Consumer complaint received 2023-04-06
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company (TX)

Hello, I am writing to report an issue with my mortgage lender, Freedom Mortgage ( FM ). They wrongfully withdrew {$15000.00} from our escrow account in XX/XX/XXXX to pay a XXXX tax bill for a home that we have no association with. 
We found out in XX/XX/XXXX when FM sent an escrow account disclosure statement notifying us that our escrow account is short {$9400.00}, and beginning XX/XX/XXXX, they are going to increase our monthly payment by {$2100.00} to recover the shortage. After investigating our escrow account activity, I found that FM correctly paid our {$12000.00} tax bill in XX/XX/XXXX and then incorrectly paid an additional {$15000.00} tax bill that is not ours. 
I immediately called FM to resolve the issue and talked to a representative who said FM had XXXX parcel numbers listed on our account. I confirmed XXXX of the parcel numbers is ours, and the other is not. The representative said they would make a note on our account to delete the incorrect parcel number and transfer me to the tax department. The representative also recommended I call XXXX XXXX XXXX XXXX ( XXXX ) to confirm it is correct on their end. The representative from the XXXX department said they would investigate the incorrect parcel number, and FM should provide an update within XXXX business days. Afterward, I called XXXX and confirmed they only have XXXX parcel number associated with our address. 
Equally frustrating is FMs lack of communication. After 10 business days without an update, I called back and had to re-explain the issue to different representatives. They said there was a note on my account that there would be an update by XX/XX/XXXX. Without an update by XX/XX/XXXX, I called again and talked to a different representative, who said she would contact me directly by XX/XX/XXXX. Still without an update by XX/XX/XXXX, I called yet again and talked to different representatives who said there was a note that FM would refund our escrow account within 90 days - after they received the money back from XXXX XXXX. I asked if I would be notified when the refund hit our escrow account, and they said they did not know. 
Additionally, I asked them to drop the additional {$2100.00} from our monthly payment while we wait for the refund and was told no multiple times before a representative was able to escalate my request. She said they would call me by the end of the day to let me know if it was granted. I did not receive a phone call, but on XX/XX/XXXX, the amount due XX/XX/XXXX was back to normal. 
I believe FM should have to take responsibility for their mistake, and it is unacceptable that I had to follow up several times to avoid additional, wrongful payments. In order to resolve this issue, I believe that FM should have to : 1. Immediately refund our account {$15000.00} and notify us upon receipt.

2. Rerun an escrow analysis and resend an escrow account disclosure statement. 
3. Provide a written explanation of the findings of their investigation, specifically what caused the mistake and proof that it has been resolved and will not reoccur in XXXX. 
Thank you for your help.