Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: MO

Complaint narrative:
I am filing a complaint regarding Freedom Mortgage Corporations failure to properly deliver and reissue an escrow refund following the payoff of my mortgage loan. My loan ( Loan Number : XXXX ) was paid off in connection with a refinance in late XX/XX/year>. I was informed that an escrow refund check in the amount of {$480.00} ( Check No. XXXX ) was issued on or about XX/XX/year>. I never received this check. Since that time, the following has occurred : -I received written notice that the original check had not been cashed -I contacted Freedom Mortgage and reported that the check was never received -I was informed that a replacement check would be issued -I later learned that no replacement check had actually been sent -On XX/XX/XXXX, I spoke with a representative named XXXX ( ID # XXXX XXXX and again reported non-receipt -During a subsequent call, I was explicitly told that a replacement check would be sent via XXXX within five business days and that I would receive tracking information -I did not receive the check or any tracking information within that timeframe On XX/XX/XXXX, I contacted Freedom Mortgage again and spoke with XXXX ( ID # XXXX ), who transferred me to XXXX in the Escalations Department ( ID XXXX XXXX ), and ultimately back to XXXX ( ID # XXXX ). During this call, I was told that : -The check had been sent via XXXX with no tracking -Then later told that it had been expedited and that tracking existed but was not accessible because it had been sent to a manager who was on leave -After remaining on hold and insisting on verification, a XXXX tracking number was eventually provided However, upon checking the tracking number, it only showed that a label had been created and that XXXX had not yet received the package, indicating that the check had not actually been shipped at the time I was told it had been sent. This issue has now been ongoing since XX/XX/year>. I have received multiple conflicting and inaccurate statements from Freedom Mortgage representatives, including : -Being told a replacement check was issued when it was not -Being promised expedited XXXX delivery that did not occur -Being told a check had been mailed when it had not yet been provided to the carrier -Being unable to obtain accurate tracking information despite escalation I have also submitted a formal Notice of Error under the Real Estate Settlement Procedures Act ( RESPA ). At this point, Freedom Mortgage has failed to : -Properly deliver escrow funds owed to me -Timely reissue funds after notification of non-receipt -Provide accurate information regarding the status of my refund -Follow through on confirmed delivery commitments Desired Resolution : I am requesting : -Immediate reissuance and delivery of my escrow refund in the amount of {$480.00} -Delivery via a trackable and verifiable method ( XXXX or equivalent ) -Confirmation of shipment and tracking information -A formal explanation of the delays and misinformation provided throughout this process

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