Consumer complaint received 2025-09-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
Dear CFPB, This complaint addresses issues with Freedom Mortgage regarding online account access and incorrect insurance notifications following a loan assumption completed on approximately XX/XX/year>. Below are the details, including dates, actions taken, and their responses. 

Issue with Online Account Access : On or about XX/XX/year>, Freedom Mortgage sent an email confirming the loan assumption was complete and instructed to create an online account to manage the loan. An account was created that day, allowing visibility of the loan balance and setup of auto-pay, with a confirmation email received for the auto-pay setup. On XX/XX/year>, the account dashboard showed errors when attempting to access features. By XX/XX/year>, the account was accessible again, showing balance, payments, and escrow details. On or about XX/XX/year>, login attempts resulted in an error stating the account does not exist. Attempts to create a new account failed, with a message indicating the provided information did not match records. Between XX/XX/XXXX and XX/XX/year>, multiple calls were made to Freedom Mortgage Customer Care at XXXX. Representatives gave conflicting information : most stated assumable loans should have online access, but one on XX/XX/year>, advised waiting a few weeks for finalization. As of XX/XX/year>, no access has been restored, preventing verification of payments or escrow. 

Incorrect Homeowners Insurance Notification : On XX/XX/year>, Freedom Mortgage sent an email stating the homeowners insurance had expired and requested updated information. This was incorrect, as the insurer, XXXX, sent an email on XX/XX/XXXX or XXXX, 2025, confirming receipt of payment from Freedom Mortgage for the policy, with no action needed. On XX/XX/year>, a call was made to Freedoms insurance department. They could not explain the discrepancy and requested the XXXX confirmation be resent. The call was transferred to XXXX XXXX, where a representative stated they could only see a payment from XX/XX/year>, predating the assumption, and not the payment from XX/XX/XXXX or XXXX, 2025. After being on hold for approximately XXXX minutes for further investigation, the call was disconnected on XX/XX/year>, with no follow-up provided. 

Online research revealed similar complaints about Freedom Mortgages handling of assumed loans, including delayed account access and account deletions. Multiple attempts to resolve this directly with Freedom Mortgage between XX/XX/XXXX and XX/XX/year>, have been unsuccessful. There is concern about potential mismanagement of the escrow account and impacts on credit or insurance coverage. 

Thank you for your assistance. Please request any additional information needed to identify the account. 

Sincerely,

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