Consumer complaint received 2015-11-17
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company (FL)

I had started dealing with issues with Freedom Mortgage at the beginning of this year. Approximately XXXX 2015. I was contacted by their company to refinance my current loan with them and decided to proceed. During the refinancing process I was made aware that my hazard insurance was no longer in place. When I called to see why exactly it was not in place I was informed by a customer service representative with freedom mortgage that when they had completed the escrow analysis on my account then did not include the insurance, there for it was not paid. They also stated at this time that they would immediately send the payment and my Insurance would be ok. 
After continuing this process I was made aware once again by the refinance department ( XX/XX/XXXX ) that I currently did n't have insurance in place, when i explained the issue to them along with customer service and they stated it was not sent out and at this point I had to get a brand new policy because the laps in coverage was too long and that they had begun putting forced place insurance in my monthly payment. 
I told them I would get a new policy and I did and submitted it to them XX/XX/XXXX. I had paid myself the premium in full and sent them a copy of the declarations page. After serval attempts of sending and contacting them to make sure they received the information they finally did a MONTH and a half later. 
I asked them at this point to re-adjust my mortgage payments to reflect that I now have my own insurance in place and that took quite some time as well. They has ALSO advised me that they had paid my Insurance ( after i already paid it ) and that I would have to look for the refund from the insurance company ( till this day the insurance company has not received this double payment of {$770.00} there for I have yet to be refunded. Check was sent out XX/XX/XXXX. ( check number # XXXX ) The next call to them to see if my payments were readjusted was on XX/XX/XXXX when I spoke to agent ID # XXXX. At this point the agent had informed me that my new payment was {$880.00} ( and now included escrowed insurance and taxes ) and for some strange reason went up form the original {$760.00}. She had also stated that I had a unapplied balance of {$2000.00} that she would submit a ticket to apply to my account so I would only be due for XXXX 2015 fro {$880.00} and the unapplied would cover XXXX 2015 of XXXX ( why this amount is higher after providing insurance in=s still a mystery ) and XXXX 2015 XXXX. At this point she stated all would be taken care of and to call back in 72 business hours to confirm. 




Today XXXX/XXXX/2015 I called them to check the status of this credit to my account, and after speaking to XXXX customer service agents ( # XXXX ) and a supervisor they stated there was no notes from XX/XX/XXXX and they had no idea what so ever what I was talking about and that I needed to pay. After asking to have the call reviewed they sent me in circled and said you just have to pay there is no agent id of XXXX or and record that you spoke to someone. 










Now they have caused me to show late on my credit report and to receive threatening calls and mail about my mortgage when this was their wrong doing and have made very little effort to help me when I constantly calling them to follow up with my issue. They state I 'm showing past due now and refuse to take action to look in to the problem. They take no reasonability or action to help out their customers, also starting the whole story every time is a headache. 
I need someone to take responsibility and review the entire issue from start to finish and also the refinance department has made no effort to contact me or respond to my emails.