Consumer complaint received 2026-02-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
On XX/XX/XXXX, I submitted a formal Notice of Error ( NOE ) to Freedom Mortgage under RESPA ( 12 C.F.R. 1024.35 ) regarding multiple servicing errors involving escrow accounting, payment application, and inaccurate disclosures. The issues are summarized below. 

XXXX. Misapplication of escrow shortage payment ( XX/XX/XXXX ). Freedom Mortgage internally created, applied, reversed, and re applied a {$99.00} escrow shortage payment on XX/XX/XXXX and XX/XX/XXXX, even though no such payment was ever withdrawn from my bank account. My bank statements ( XXXX XXXX ) show no {$99.00} debit. This indicates inaccurate escrow accounting and improper internal handling of the shortage payment. Although the balance was eventually corrected, the initial misapplication is a servicing error. 

XXXX. Incorrect current monthly payment displayed on the website ( XX/XX/XXXX ). As of XX/XX/XXXX, the online dashboard shows an incorrect current monthly payment of {$680.00}, which includes last years shortage spread. My actual payment is {$650.00}, as shown on my billing statements. This is an inaccurate disclosure of my payment obligation. 

XXXX. Inaccurate XXXX Escrow Analysis. The XXXX Escrow Analysis contains multiple inconsistencies, including : an inflated required minimum balance beyond the RESPA allowed XXXX month cushion, a projected shortage based on an incorrect starting balance, discrepancies between the website version and the printed/PDF analysis, and incorrect current payment figures. These errors materially affect my monthly payment. 

XXXX. Pattern of inconsistent disclosures. The XXXX Escrow Analysis, XXXX Escrow Analysis, online dashboard, and billing statements all conflict with XXXX another, demonstrating inaccurate and unreliable escrow disclosures. 

XXXX. Failure to provide a substantive response to my prior inquiries. I contacted Freedom Mortgage through the customer portal on XX/XX/XXXX ( Case # XXXX ) requesting a manual review of the escrow analysis, a breakdown of the shortage calculation, and clarification of the required balance and cushion. Their written reply simply restated how escrow is calculated instead of addressing the specific questions I asked. Freedom Mortgages written reply did not explain the shortage calculation, mischaracterized a projected negative balance as an actual balance, and included factual inaccuracies. Despite this, they marked the matter resolved. This does not meet the RESPA requirement for a reasonable investigation and substantive response. 

Requested resolution : Correct the misapplication of the {$99.00} shortage payment and provide documentation. Recalculate my escrow account using actual XXXX disbursements and a RESPA compliant XXXX month cushion. Provide an itemized breakdown of the shortage calculation and required balance. Explain the basis for the projected negative balance and the treatment of the XXXX insurance disbursement. Issue a corrected XXXX Escrow Analysis and corrected payment schedule. Provide written explanations for each servicing error identified. 

Freedom Mortgage has not provided accurate disclosures or a substantive response to my XXXX related inquiries. XXXX tracking shows my Notice of Error was picked up by an individual on XX/XX/XXXX, and as of today the servicer has not acknowledged receipt as required under 12 C.F.R. 1024.35 ( d ).

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