Consumer complaint received 2025-04-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
XX/XX/XXXX My loan was sold from XXXX to Freedom Mortgage. 
My annual home insurance bill was due to be paid by XX/XX/XXXX but my lender did not pay it ( which they are contractually obligated to pay per our mortgage agreement since they are responsible for managing our escrow account to pay our home insurance and property taxes. ) We were not in writing or during phone conversations that our home insurance had not been paid. 
On XX/XX/XXXX they forced hazard insurance for {$6900.00}. They did contact us prior to inform us of this. 
XX/XX/XXXX we received a letter from Freedom Mortgage informing us that our mortgage payment would be increasing from {$2500.00} to {$4600.00} effective XX/XX/XXXX. 
This is the first we were told of the increase and the forced insurance payment. This is also when we learned that we went 2 months without XXXX XXXX  coverage due to our lender failing to make payment in XXXX. 

On XX/XX/XXXX, the following letter was sent by my attorney to Freedom Mortgage : " Dear Freedom Mortgage, This letter is written pursuant to 12 U.S.C. 2605 ( e ), and shall be deemed a Qualified Written Request ( QWR ). This firm represents XXXX and XXXX *** in connection with XXXX XXXX ***, as identified above. XXXX and XXXX *** 's third-party authorization is enclosed with this letter for your records. 
It has come to XXXX and XXXX *** 's attention that there was an issue when Freedom Mortgage took over the servicing of XXXX and XXXX *** 's mortgage. Specifically, either Freedom Mortgage or XXXX appears to have failed to remit payment timely for XXXX and XXXX *** 's XXXX XXXX, which is why you had to disburse {$6900.00} on XX/XX/XXXX for their new XXXX XXXX. Please provide all documents showing that you, or XXXX, timely remitted payment for XXXX and XXXX *** 's renewal payment. 
Further, it appears that XXXX and XXXX *** have been charged {$30.00} a month for " Total Fees & Charges '' beginning with the statement dated XX/XX/XXXX, and each month thereafter through the statement dated XX/XX/XXXX. For the statement dated XX/XX/XXXX, there is a {$30.00} property inspection fee. For all other statements, there is no indication of what the {$30.00} " Total Fees a & Charges '' relate to. 
To this end, XXXX and XXXX *** requests that you provide this firm with a copy of the following : A full accounting of this loan from XX/XX/XXXX through today ; Proof of Payment of all Hazard Insurance Renewals as required by the Mortgage ; An explanation of how the payment increased to {$4600.00} per month from {$2500.00} per month ( Please include supporting documentation ; and An explanation of why a charge of {$30.00} for " total fees and charges '' began appearing on XXXX and XXXX *** 's monthly mortgage statement in XX/XX/XXXX. 
Please direct these responses to my attention at ***. In the meantime, if you have any questions or concerns regarding XXXX and XXXX *** 's file, please direct them to my attention at ***. 
Sincerely, Attorney *** " As of XX/XX/XXXX neither my attorney nor I have received any response from Freedom Mortgage.

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