Consumer complaint received 2026-02-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: VA

Complaint narrative:
I had an offer for a buyer to assume my VA loan. On or about XX/XX/year>, my real estate agent, queried me as to whether or not I paid my taxes. I checked with Freedom Mortgage ( XXXX ) and was informed, as well as I downloaded a printout detailing that the taxes were extracted from my escrow account. When the loan was assumed on XX/XX/year>, XXXX XXXX XXXX XXXX ; ( XXXX ) requested that I pay the taxes at closing because they could not verify that the XXXX XXXX XXXXXXXX XXXX ( XXXX ) had processed the payment. 

I have spoken with all entities on several occasions concerning the dilemma to no avail, and the funds have not been returned. 

Below are my records : - [ ] Closed XXXX with XXXX XXXX XXXX XXXX ( XXXX ) XXXX ; XXXX XXXX - title company disbursed {$4400.00} on or about XXXX - out of my closing cost because apparently the XXXXXXXX XXXX  XXXX department had not processed the Freedom escrow payment sent in XXXX. ( {$4400.00}, disbursement, XXXX ) - [ ] XXXX XXXX XXXXXXXX XXXX  ( XXXX ) ; received closing cost payment on XXXX ; check # : XXXX, but denies receiving any additional funding. 

- [ ] Freedom Escalation department : XXXX ; Freedom sends grand total to entity to be paid- does not send individual check for each properrty. It has names, parcel numbers, etc. sent in a spread sheet. And, my property was included. In transferring the funds, did the sheriff department just didnt recognize that they have the funds. 

- [ ] Assumptions cant do an investigation on their end. But, they have a team who will email and investigate what occurred. 90days to address ; working with XXXX XXXX XXXX refund research will be completed and working with post closing. 

- [ ] XXXX - Called Freedom ( XXXX ) XXXX to ascertain the status of the funds they sent to XXXX XXXX XXXXXXXX XXXX on XXXX. Ask to speak with Freedom Escalation department & spoke with XXXX ID number XXXX : there is an ongoing investigation. I inquired as to why its taking such a long time to refund my money. She says that the tax department will speak with XXXX ; however, she will check with tax department for update. She stated that Its still under investigation- cant go through new loan - because its an assumption and my name isnt associated with it. However, the tax & assumption department must provide her an update and she will keep me informed. 

- [ ] XXXX : called Freedom ; ( XXXX ) XXXX & asked to speak to escalation department, XXXX ID number XXXX ; XXXX not available so I spoke with XXXX XXXX XXXX. Once again, they will escalate & investigate. I told them that I have my tax and interest statement, which details that the taxes were distributed. Why is it taking so long? Should be completed XXXX XXXX. She passed me to the tax department for discussion - ( XXXX ). 

- [ ] XXXX : Called XXXX XXXX XXXXXXXX XXXX  ( XXXX ) to see if anyone from Freedom has contacted them. There tax department isnt currently available and will return on XX/XX/XXXX. 

- [ ] XXXX : they still only have payment from- XXXX XXXX XXXX XXXX & nothing from Freedom. 

- [ ] XXXX : called Freedom ; ( XXXX ) XXXX & asked to speak to escalation department, XXXX ID number XXXX ; XXXX not available so I spoke with XXXX XXXX XXXX. Once again, they will escalate & investigate. I told them that I have my tax and interest statement, which details that the taxes were distributed. Why is it taking so long? Should be completed XXXX XXXX. She passed me to the tax department for discussion - ( XXXX or XXXX ). The borrower needs to give authorization ( call ) for Freedom to verify me & provide information to me. What happened to the escrow payment paid by XXXX logic? Call from core logic- they see a refund to Freedom transferred to XXXX XXXX. She will email me with her information. Thank you for contacting the Residential Tax Support Team. We appreciate the opportunity to address your questions and concerns. Please be advised that I am researching your request and once completed I will provide you with my findings.Please feel free to contact me with any additional questions you may have. Or to reach a member of our Residential Tax Support Team, via XXXX, via telephone at XXXX or via fax XXXX. 

XXXX : correspondence from Freedom : Thank you for contacting the Residential Tax Support Team. We appreciate the opportunity to address your questions and concerns. Please be advised per the information from the client since the parameters of the assumption are that the homeowner surrenders the escrow account, they are unable to have the funds disbursed from the current homeowners escrow.

The prior homeowner will need to see if they can recover these funds from the current homeowner or they will need to see if the payment they made with the tax agency, as their payment is the payment that was applied, can be returned to them causing this tax bill to still be due.

Please feel free to contact me with any additional questions you may have. Or to reach a member of our Residential Tax Support Team, via email XXXX, via telephone at XXXX or via fax 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