Consumer complaint received 2019-07-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: RI

Complaint narrative:
I have been a responsible involuntary account holder with your mortgage for over a year now. Months ago I received a bill from my city explaining my taxes had been assessed and paid incorrectly by my mortgage lender. Since then I have spent hours on the phone giving customer service representatives the opportunity to correct the problem only to continuing the cycle of behind delinquent and having fees and interest accrued at my local assessor 's office. The first representative informed me my taxes had gone up {$3000.00} and that is the reason my mortgage payment went from {$1800.00} to {$2200.00}. This information is completely incorrect and could have been addressed by a 30 second phone call to the city ( which I completed ). I verified that my taxes are actually {$4500.00} and I was in arrears {$680.00} and was currently collecting interest in fees on this past due DELINQUENT account. I contacted your customer service again, each time spending about 40 minutes providing the SAME demographic information to your representatives who apparently are just wasting time because of their ignorance to actually answer and provide appropriate knowledgeable answers. Following my second call a review case was opened through their Real Estate Taxes Department. XXXX from that Department informed me that Freedom MortgagXXXX   would be responsible for all fees and interest accrued as a result of their error. I have received 3 letters every two weeks thanking me for the review request but NO answers. Again, for something that could have been solved via a 30 second phone call. This has been over a month now. The new tax bill arrived which your company paid however {$680.00} of that went towards the delinquent amount and shows that I still owe {$680.00} on this current quarter which was due XX/XX/19 and will again put me in delinquency and begin accruing interest and fees. Today I called again and that same thing happened, I was requested about 30 minutes of demographic information, denied to be transferred to the review department ( which I was informed I had a right to do via my telephone call with XXXX and the two letters I received ), and told what I already knew and given NO answers about the arrears amount. I am now in the process of refinancing with ANOTHER lender ( obviously because of this terrible experience ) and was requested to pay the past due amount. This is outrageous that THEIR mistake is costing me money out of my pocked thrice over because your company is failing to address THEIR error and the delinquent amount. I am only looking for the error to be fixed, my taxes to be paid up to date ( without fees coming out of my pocket for your company 's error ) and my mortgage payment to reflect what it should rightfully be based on an accurate assessment of my taxes ( {$4500.00} NOT {$6500.00}! ). I feel that for a mortgage company to commit such grave and easily fixable mistakes is unacceptable and careless. I could very well manage paying my taxes on my own and would NEVER be delinquent. This is incredibly EMBARRASSING and Freedom Mortgage should be ashamed. Thank you for your time.

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