Consumer complaint received 2020-12-29
Company: Freedom Mortgage Company
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Freedom Mortgage double charged my escrow account for insurance and has failed to return the money to me despite several attempts. 

The following is a summary of events during the last several months. All times referenced are Pacific Standard Time. All names are representatives from Freedom Mortgage. 

XX/XX/XXXX, XXXX I notified Freedom Mortgage that payment for my home owners insurance had not been received by my provider ( XXXX ). I spoke with XXXX and he informed that the wire transfer had not gone through. To rectify the situation, the wire transfer would be canceled and an overnight check would be sent. However, this essential resulted in two charges of {$1200.00} against my escrow account for yearly home owners insurance. 

XX/XX/XXXX, XXXX I contacted Freedom Mortgage concerning the refund of the original failed wire transfer charge of {$1200.00}. The charge of {$1200.00} was shown in both my XX/XX/XXXX and XX/XX/XXXX mortgage statements. I spoke with XXXX who verified that a double payment was shown in the system. XXXX transferred me to XXXX for further assistance. XXXX explained that she needed to create a task to research the issue, but it would be resolved in two business days. She recommended I call back on Wednesday ( XX/XX/XXXX ) to confirm. 

XX/XX/XXXX, XXXX I contacted Freedom Mortgage to confirm that the double payment issue had been resolved. I spoke with XXXX who informed me that the prior representative was wrong and that the research would take several more business days. XXXX was rude and completely unhelpful. 

XX/XX/XXXX, XXXX I contacted Freedom Mortgage again to confirm that the double payment issue had been resolved. I spoke with XXXX who told me to call back in two weeks for another update. I told XXXX that was unacceptable and requested to speak with a XXXX. XXXX informed me that no manger was currently available, but his manager XXXX would call me later that day. XXXX never called. 

XX/XX/XXXX, XXXX I contacted Freedom Mortgage for a status update on the double payment issue. I spoke with XXXX who researched the issue and determined I needed to be transferred for further assistance. After waiting over half an hour on hold, I was transferred to XXXX at XXXX. In short, XXXX informed that nothing had been done. She stated that the original wire transfer would now be officially canceled by XX/XX/XXXX and that a check for {$1200.00} would be mailed to me in 7-10 business days thereafter. 

After six weeks of being given the runaround, I no longer have the patience to wait another four weeks to see if Ive been deceived again. Although XXXX appeared to speak in XXXX, I have no faith that Freedom Mortgage will follow through with her plan. I have further concerns that the {$1200.00} would have been, for lack of a better term, stolen, had I not bothered to follow-up multiple times. I know others are not as diligent as I am and Im left to wonder how many others have been stolen from. 

Im requesting a full investigation into this matter and the immediate refund of {$1200.00}. I have recently refinanced with another lender, so a check mailed to my home address or electronic transfer to my bank is requested.

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