Consumer complaint received 2025-12-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
On XX/XX/XXXX, we sold a house that had a mortgage with Freedom Mortgage. 
On XX/XX/XXXX, I was notified by the title company that the mortgage company was showing a shortage on the pay off of {$530.00}, and the title company paid that and if we could pay them back when we got our refund check from our home owners insurance cancellation that would be great. I said of course. 
On XX/XX/XXXX, I called Freedom Mortgage to get the information about the homeowners insurance company that they paid ( we changed frequently because XXXX XXXX XXXX was always going up ). They gave me the company name and the policy number. I called the insurance company and learned that this in fact was not my policy, but belonged to the buyers of my house. What happened was Freedom Mortgage paid the buyer 's homeowners insurance policy from my escrow account in the amount of {$4400.00}. I was informed by Freedom Mortgage that I would need to call the insurance company back and " negotiate '' how much money I would get back from the buyers. I spent the next XXXX hours on the phone to various departments and companies to try and find out how this even happened. I discovered the buyers were also using Freedom Mortgage and there " must have been a mix up ''. 
On XX/XX/XXXX, I spoke with my title company and they have graciously gotten their lawyer involved to help mediate the return of my money. It has been XXXX weeks and there is still nothing. XXXX XXXX in the insurance department as been amazing and she has always made me feel that I am in good hands, but I have repeatedly asked Freedom Mortgage to make it right and they insist that there is nothing that they can do. 
On XX/XX/XXXX, the lawyer representing our interest emailed and sent a physical letter to the buyers of the property informing them of the incident. 
On XX/XX/XXXX, I received an email that the buyer received the email and was currently out of town, but would be on the look out for the check when they got back. 
On XX/XX/XXXX, the lawyer reached out again and the buyer said they still hadnt received the check but would take it to the title company as soon as they have it. 
On XX/XX/XXXX, I emailed the lawyer to see if he could please call the insurance company to find out if there was even a check mailed or if it went back to the mortgage company. 
On XX/XX/XXXX, I got word that there was an overpayment and that a check would be mailed, but hadnt yet. 
On XX/XX/XXXX, I called Freedom Mortgage again to make this right. I was able to speak with XXXX in the insurance department again and she said she was putting in a request to have the money pulled from the buyers escrow since thats where it should have been in the first place. I was on the phone for over an hour. She wasnt able to confirm the transaction, but said she would call me back by Friday ( XX/XX/XXXX ) with an update. 
XX/XX/XXXX, XXXX called me and said they still hadnt done the transaction. I informed her that I would give them until Tuesday of the following week ( XX/XX/XXXX ) to resolve it or I would be filing this claim. 
XX/XX/XXXX, XXXX called me again. I had not filed the claim yet as I decided to give it to the end of the week. She said that they still had not fulfilled the request and that she was off tomorrow ( XX/XX/XXXX ) but that she was informed it would be done by the end of the week and someone would call me Friday, XX/XX/XXXX. She said she would look at my account when she came back on Tuesday ( XX/XX/XXXX ) and call me with an update if needed. I did not hear from them. 
XX/XX/XXXX, so here we are, more than XXXX months after the incident and the matter still has not been resolved.

Company response to consumer: Closed with explanation