Consumer complaint received 2020-04-03
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was contacted on Tuesday, XXXX XXXX, 2020 by XXXX XXXX, a loan advisor at my current mortgage company. He stated that I was ellilagble for a streamline FHA Refine for my loyalty and good payment history. I decided to listen to what he had to say. I asked questions via email and was granted a response. " Great questions! We are going to lender pay the closing cost. We will not be charging you the third parties fees on this loan. The FHA Upfront Fee will be financed in again but it will be at 70 % discount since you just closed within the last year. So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee.Thanks! '' So I agree to go through with the process. I receieve my estimated mortgage documents and everything looks wonderful. Then on XX/XX/XXXX, I receieve my final mortgage closing documents and the escrow shows 5.08 acers on my property ( WHICH IS NOWHERE NEAR WHAT I RESIDE ON! ) but the real kicker is that the property taxes came out to {$11000.00}. Which is obserd being that the value of my house is around 200k. This number was not recognized by anyone in the company as an issue until I called and called again. It finally was resolved on XX/XX/2020 with the persistance of me. 

I received an escrow balance check on XX/XX/XXXX from Freedom Mortgage, which I was disclosed I would receive. I waited until XX/XX/XXXX to deposit the check. It took my bank one day to clear it ( XX/XX/XXXX ). On XX/XX/XXXX, I get a call from my bank stating that the check had been returned to sender. I was not disclosed from Freedom, that they voided the check on XX/XX/XXXX and I received fees from my bank for their issue. I was told to contact costumer services and I did. I received a letter in the mail saying they were investigating and that is all I have heard. 

My big issue now is that I was told there would be no XXXX mortgage payment if I closed in XXXX ( which I closed in XXXX ). So when XXXX XXXX stated, " So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee '' this was not the case. I was told I would have to bring cash to close upfront and it would not be rolled into my refine. So I shuffled some money around to make it work. On XX/XX/XXXX I receieved an email letting me know " If you dont want to roll in the FHA Funding Fee you can bring that to closing or you can pay that to principle since you will skip the XXXX mortgage payment. '' I confirmed if I closed in XXXX, I would not have an XXXX mortgage payment since I am bringing cash to close. So I scheduled my closing for XX/XX/XXXX and brought the cash to close. On XX/XX/XXXX, my bank notified me that Freedom Mortgage had withdawl of my XXXX mortgage payment that I had been told because I was in refinance and paid cash to close I would not be paying. So now I do not have the $ $ for closing but they are trying to cash the check and the money is back with my mortgage company for the XXXX mortgage payment. I have tried multiple times to get ahold of Freedom and they always say I will call back later or tomorrow first thing. NOPE! I am getting charges left and right for their mistakes from my bank. 

I constantly feel like they are unreliable, sneeky, do not communicate within the company and do not have the best interest in helping me.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation