Consumer complaint received 2018-10-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NV

Complaint narrative:
Freedom Mortgage do not credit escrow account, missing money, not respond to audit request over several times, claiming shortage on escrow account when is none, paying insurance bills multiple times and wrongfully. 

I have called several times to Freedom Mortgage representatives, to request the errors made on the account be corrected .Examples described bellow prove that Freedom Mortgage is unable to properly managed our escrow account. 

Here a some examples : 1.- XX/XX/XXXX. A Check we mailed for XXXX with written : : '' PLEASE APPLY TO PRINCIPAL ONLY '' was deposited toward future payments. I had to call several times before this error was corrected and the XXXX applied to the principal balance. This is not the first time this has happened when we made additional payments toward the principal. 

2.- On XX/XX/XXXX statement. the amount we pay to escrow, which is XXXX was not credited to the escrow balance ; XX/XX/XXXX ; and XX/XX/XXXX, the escrow balance on our statements shows XXXX. Please explain why. 

3.- On XX/XX/XXXX, we received a notification that there was a shortage on the escrow account, for XXXX XXXX. This huge shortage, just to the simple view, does not make any sense, since fire insurance for next year is XXXX, and the difference on property taxes for next year is XXXX Property Taxes for XX/XX/XXXX-XX/XX/XXXXwere XXXX Property taxes for XXXX are XXXX = ( XXXX ) Hazard Insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX Hazard insurance From XX/XX/XXXX to XX/XX/XXXX = XXXX. XXXX = ( XXXX ) XXXX= XXXX= XXXX escrow shortage ; not XXXX. 
ADDITIONAL OBSERVATIONS To my surprise, Freedom Mortgage made a payment to XXXX XXXX for Hazard insurance for year XX/XX/XXXX- XX/XX/XXXX in XX/XX/XXXX for XXXX XXXX, almost three months before the coverage ended in XX/XX/XXXX. This payment must had been done in XXXX, not in XXXX. 
Please explain why. 
HAZARD INSURANCE IS ALREADY PAID FOR A YEAR ; FROM FOR XX/XX/XXXX TO XX/XX/XXXX! 

When the analysis was made on XX/XX/XXXX, this fact was overlooked and that created a shortage : XXXX + XXXX = XXXX We have not only had issues with escrow errors, always in your company 's favor, but also had problems with you receiving our mortgage payment on time, Freedom Mortgage has claimed twice, they did not received our mortgage payment. We use bill pay to pay for dozens of bills we have due to our business and never had any complains nor late payments except for Freedom Mortgage We have compiled records of other payments made by our bank on our behalf, that were mailed on the same dates Freedom Mortgage had claimed did not received payment on time ; ALL of them cleared their checks on time, except for Freedom Mortgage. 

Your prompt response to our request is appreciated. We hope to have this solved by the end of XXXX. We will not hesitate to take this further if these issues are not solved satisfactorily. 
Thank you Best regards. 
XXXX and XXXX XXXX

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