Consumer complaint received 2016-06-29
Company: Freedom Mortgage Company
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I bought a house in XXXX XXXX with an FHA mortgage. In XXXX XXXX, my mortgage was resold to Freedom Mortgage Corporation. Every month a portion of my payment to Freedom Mortgage is escrowed and they are responsible for paying my property taxes. 

In summary, my property taxes were due to the City of XXXX by XXXX XXXX, XXXX and as of XXXX XXXX, they have not yet been paid. I have spent over three hours on the phone with both Freedom Mortgage and the City of XXXX revenue department ( which is not at fault in any way and is trying to help me through this process ) to resolve the situation. 

Here 's a chronological list of the steps taken : XXXX XXXX - I received a tax bill from the city and called XXXX Mortgage to notify them. On this call they told me they received a copy of the bill and it was scheduled for payment by the due date of XXXX/XXXX/XXXX. 

XXXX XXXX - I received a notice, dated XXXX XXXX, from the city stating the tax bill was delinquent and interest had been added. 
- I called Freedom Mortgage about the delinquency. They told me a check was mailed to City of XXXX on XXXX XXXX and advised me to call the city. 
- I called the city, which instructed me to get a copy of the check sent by Freedom Mortgage so they could try to track it down and as proof that a payment attempt was made. 
- I called Freedom Mortgage a second time and requested a copy of the tax payment check. The customer rep told me that my record showed the payment never reached the city because it was returned, and if the last customer rep had scrolled down my record they should have seen that. They then told me to send an email to XXXXXXXXXXXX to formally request a written statement that my check had been returned, so I could pass the statement on to the city to avoid further penalty and going to collections. This conversation was the first time I was able to get an email address for Freedom Mortgage, they do n't publish one on their website. 

XXXX XXXX - I sent an email on XXXX XXXX requesting the written note about the check being returned. 
- I received a second delinquency notice from the city, dated XXXX XXXX and stating the bill was still delinquent and more interest had been added to the amount due. 
- I called Freedom Mortgage a third time on XXXX XXXX to request a written statement, stating when the payment would be made and the payment amount. I spoke with XXXX customer reps and both told me they were unable to send me anything in writing. They told me a check was initiated on XXXX XXXX and " the process would be complete '' by XXXX XXXX, so to follow up on XX/XX/XXXX to make sure it was complete. 

Please help. Freedom Mortgage is 6 months overdue on my tax bill. My name and property are tied to delinquent tax balances on XXXX public property and tax websites. My past due tax bill has now gone to a collection agency, jeopardizing my credit. Freedom Mortgage will not send me anything in writing either explaining where things stand or affirming that proper action is being taken, which leaves me to rely on their verbal word - which has proven to be untrue at every interaction thus far.

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