Consumer complaint received 2016-01-28
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company (MD)

My mortgage was transferred to freedom mortgage in the beginning of XXXX. I was in the process of getting my PMI removed with my previous company at the time of transfer. I have been contacting Freedom since to get rid of my PMI. Two and a half months later, I have only received a letter from them saying they are looking into my claim and that the escrow department would contact me if they needed anything. I missed XXXX phone call from Freedom, which message stated this is Freedom, please call us back at our customer service line. When I called back within five minutes, the rep I was speaking with had no idea why the last person called me and said there was no note in my file as to why they would have contacted me. I have had countless conversations with reps who can not help me. I have called to check in on the situation and ask them what my next step is to remove my PMI. I was finally able to speak with a representative who told me to fax my home appraisal for the next step. They mentioned that a note was placed in my file to contact me to tell me a home appraisal is the next step ( who knows how long that note was in the file for ) but again no one contacted me. The rep told me they ca n't tell me if it will be an accepted appraisal, there was no way they could tell me this or look into what appraisers are accepted. Not once was I contacted and asked to send my appraisal or do anything else for that matter, I went ahead and had to investigate enough to determine that was the next step. About 48 hours after the first time I sent the home appraisal fax, I called back and asked if they had received it. The rep told me they did not receive it yet, but that sometimes it takes longer than 48 hours to receive a fax and to call back in a few days. I waited about a week from the original send date and the rep told me there was a note in my file that they did not receive the fax and that someone was going to contact me. They did not contact me, I went ahead and resent the fax & confirmed I had the correct fax number, they mentioned it would take again about 48 hours to receive and that someone would contact me. I again waited a week, called back and they told me there was another note in my file that they did not receive the fax and that someone was supposed to contact me. I asked the rep when someone was going to contact me because again, the only reason why I even know it was not received and what steps I should be taking is because I contacted the company myself. I have asked the company to put notes in my file to have the escrow department call me and discuss the situation/tell me what I need to do- Freedom mortgage said the escrow department does not take phone calls and they could put a note in that " hopefully '' someone will see. Last Thursday, I spoke to a representative & I asked to speak to a manager/supervisor because every time I speak to a rep, they are telling me something different and I have been in the same place for the last two months- with no movement on cancelling my PMI. The rep told me a note was placed and that a supervisor will contact me within 48 hours. I did not receive a call and again, called back Freedom mortgage and asked about my situation. They still do not see my fax ( one I have faxed twice to the confirmed fax number ) and again I have asked for a supervisor/manager to contact me to help with the situation. I have not heard back from Freedom since then. I have now wasted two and a half months, getting nothing accomplished towards cancelling my PMI and have a mortgage company who does not communicate the requirements to me. I have had no guidance from freedom mortgage and have spent countless hours contacting their customer service, which has gotten me nowhere. The customer service and organization at freedom mortgage has been the worst experience I have ever had to deal with. Loan is always paid on time.