Consumer complaint received 2016-12-01
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Mortgage Issues I XXXX XXXX purchased a home on XXXX XXXX, XXXX through XXXX. Conventional loan with 5 % down XXXX credit score and PMI we were told was {$150.00} then the day of closing it was changed to XXXX a month. Within 2 months XXXX sold the loan to XXXX. 
XXXX serviced the loan until Approximately XXXX XXXX when it was again sold/transferred to XXXX ( XXXX XXXX XXXX, SD XXXX ) XXXX. In XXXX XXXX, XXXX we were sent a statement that our projected escrow was in the negative ( unclear as to how that was I called in and never got a clear answer just stated that the property taxes went up and they would research it. XXXX XXXX the loan is again sold/transfers to Freedom Mortgage Corp XXXX XXXX NJ XXXX NMLS XXXX. I was enrolled in autopay with XXXX, and payed on the XXXX of the month online with Freedom, never missing or any late payments. I called in to inquire about the welcome letter with incorrect name spelling on it as XXXX XXXX not XXXX, and the customer service rep was rude and stated they would n't fix the error without putting what I requested in writing. I stated but I did n't obtain a Loan through you it was transferred and was there anything incorrect that needed to be looked into since the name was spelled wrong. Again I was told I had to put anything in writing I wanted to ask. At this point I get online to set up an account and am very concerned as the website looks like a XXXX year old set it up, is not user friendly, and has no real accessible information. Very concerned at the point I start a Refi through XXXX ( they are months out for closing ). I called numerous times to speak to escrow Dept asking about an analysis from day one, to make sure they have correct insurance information ( XXXX ) and to verify the XXXX XXXX Colorado Tax ID number because I feel something is n't right. I am met with continued hostility and customer service reps that have no information, do n't understand what I am saying or ca n't help me. I am repeatedly told everything is correct. I requested 2-3 times for an escrow analysis and payment history, tax ID and a research team to investigate if somehow something is wrong ( I never receive a thing and each time I call back there are no notes in the computer and so I have to tell a new person the same discussion over and over. Starting with a XXXX XXXX payment I am now required to pay an additional XXXX a month to catch up the negative escrow that no one can tell me why. It is now XXXX XXXX I receive a annual escrow account disclosure statement from XXXX ( whom no longer services the loan ) that they payed XXXX for XXXX XXXX house taxes in XXXX XXXX. I say hmm that 's wrong I pull out the tax paperwork I have an sure enough it 's XXXX a year. I call again to Freedom put in another ticket to investigate what is going on. No response. The end of XXXX XXXX credit union needs a payoff statement for end of XXXX, XXXX loan representatives call Freedom for a request to give a payoff statement and are told no.. I and my wife call in and they state they will send it.. three weeks later XXXX XXXX never receive it and XXXX needs it.. call Freedom Mortgage again very frustrated speak to a XXXXXXXXXXXX and stated we had enough of this ca n't she please send the payoff statement in an email.. I am charged {$30.00} to place the payoff statement in a secure online box on Freedoms website that I ca n't access. After two hours on the phone the lady assists my wife with opening the statement and forwarding the payoff quote to XXXX. Wanting to make sure everything was good for the refi. On XXXX XXXX I call the insurance it 's fine. I call XXXX XXXX Colorado XXXX to verify the tax amount, and guess what there is a Lien against my home. I say XXXX no way give them all the info

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