Consumer complaint received 2020-05-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: IN

Complaint narrative:
I had a loan with Freedom Mortgage # XXXX which was refinanced through XXXX XXXX   and paid off on XX/XX/XXXX payment of {$160000.00}. XXXX XXXX  paid off loan based on pay-off statement dated XX/XX/XXXX with a pay-off date good through XX/XX/XXXX. 

I paid the XX/XX/XXXX payment of XXXX on XX/XX/XXXX. I was informed by XXXX XXXX  XXXX  that there payoff included all monies owed up until XX/XX/XXXX and told me to ask for the payment back since they were making payoff on XX/XX/XXXX. 

I contacted Freedom Mortgage FM several time via telephone and eventually sent out an email. I talked to XXXX ID # XXXX on XX/XX/XXXX who informed me that my refundable escrow balance was {$3800.00} and will be sent out that day. He stated that the escrow had not been disbursed because FM was making adjustments to refund the XX/XX/XXXX payment which was received XX/XX/XXXX. FM told me on XX/XX/XXXX that I would receive the escrow refund within 2 weeks around the XXXX of XXXX I called FM on XX/XX/XXXX to verify that escrow check was sent out and eventually ended up talking to supervisor XXXX ID # XXXX who informed me that the check was sent out for {$3300.00} on XX/XX/XXXX and not for {$3800.00}. I informed him of my conversation with XXXX on XXXX who stated refund amount of {$3800.00}. XXXX states that he can find no documentation with the escrow refund amount of {$3800.00} mentioned by XXXX and several people I had talked with the previous XXXX weeks. 

I was not supposed to pay the XXXX mortgage because the pay-off from XXXX XXXX included XXXX pay-off good through XX/XX/XXXX. FM took out an interest payment of {$530.00} dated XXXX before refunded the XXXX payment of {$1100.00}. XXXX XXXX  pay-off included accrued interest and all other fees. I was told by several representatives that my request for the full refund of the XXXX payment of {$1100.00} with the monthly interest payment for the month of XXXX {$530.00} included in the escrow refund. 

FM took out the XXXX interest payment before tallying final escrow refund. I paid for the month of XXXX through the final payment of {$160000.00} received XX/XX/XXXX from XXXX XXXX. I requested the full refund of the XXXX payment of {$1100.00} which I was not supposed to pay since XXXX  included the month of XXXX in their pay-off. 

Mortgage interest paid to date on past pay-off breakdown up to XXXX  pay-off request was {$2100.00} interest through XXXX payment. Instead of refunding XXXX payment of {$1100.00} as requested FM made an interest payment on the loan in the amount of {$530.00} for the month of XXXX. Final past payment breakdown shows a final interest paid year to date a balance of {$2600.00} which reflects the interest payment for XXXX {$530.00} being added to the previous balance of {$2100.00} for a total of {$2600.00}. 

Freedom Mortgage is shorting me the interest payment they took out for XXXX {$530.00} plus a few adjustments for XXXX  paying the loan of on XX/XX/XXXX instead of the pay-off good through date XX/XX/XXXX XXXX ten days early ). 

I requested a full refund of XXXX payment of XXXX because XXXX  included XXXX payment in their pay-off which was paid XX/XX/XXXX. FM took out a monthly interest payment for XXXX {$530.00} before adding requested XXXX refunded payment to final escrow balance. 

XXXX 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