Consumer complaint received 2019-09-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
Attention : XXXX XXXX XXXX Director Customer Service Freedom Mortgage FAX XXXX XXXX First of all I wanted to thank you for personally taking care of my situation. I appreciate your response listed below to the Consumer Bureau. And As per your request Ihave attached the certification that I have had no damage or claims in my home since I purchased it in XXXX. But additionally and unfortunately I have to continue with my complaint as Freedom Mortgage once again has done the same mistake. You fixed and refunded the lender placed insurance of {$2400.00}. But now WITHOUT PREVIOUS NOTICES they have now placed the same lender placed insurance but from XX/XX/XXXX to XX/XX/XXXX. Again, under FEDERAL LAW I did NOT receive any notices of this until XX/XX/XXXX. I have attached all the paperwork for you. Please try to resolve this matter. I placed insurance from XX/XX/XXXX to XX/XX/XXXX. Anything before this I NEVER authorized and I was NEVER NOTIFIED back in XX/XX/XXXX. Please try to fix this problem with a refund and cancellation and I may need a new ESCROW ANALYSIS. 

Company 's Response XX/XX/XXXX Ms. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear Ms. XXXX : We have reviewed your complaint and researched the issue regarding the lender placed insurance premium. Our records indicate that the insurance policy with XXXX XXXX was canceled on XX/XX/XXXX per your request ( see attached ). This policy was originally effective for the period of XX/XX/XXXX to XXXX. We did not receive an updated hazard insurance policy until XXXX, XXXX which was effective XX/XX/XXXX to XX/XX/XXXX and this policy did not cover the period of XX/XX/XXXX to XX/XX/XXXX. Since we were only able to obtain a retroactive policy for no more than one year, lender placed coverage was placed for the period of XX/XX/XXXX to XX/XX/XXXX in the amount of {$2400.00}. We did find that you were not notified of the issue in XX/XX/XXXX when the cancellation occurred. Our loan notes indicate that our insurance department did speak to you on XX/XX/XXXX and XX/XX/XXXX and advised you that the policy was required. However written notices were not provided until XX/XX/XXXX. In view of this, we will refund the {$2400.00} to your escrow account. We have reanalyzed your escrow account including the refund of the insurance premiums to your escrow account. Your new payment effective XXXX, XXXX will be {$1800.00} per month. We would ask that you certify that there have been no claims or damage to the property during the gap period. We have provided the attached certification which states that there are were no claims or damage to the property for the full gap period of XX/XX/XXXX to XX/XX/XXXX. 
CONSUMER 'S NEW COMPLAINED dated today XX/XX/XXXX Freedom Mortgage did comply to my request, however they made the exact same mistake again and applied retroactive insurance from XX/XX/XXXX to XX/XX/XXXX WITHOUT SENDING ME ANY NOTICES. 
I request please that I get this insurance cancelled in the amount of {$940.00} and be refunded to my escrow so my mortgage can go back down to what is supposed to be since now because of this my shortage has increased. Again, I did not receive any notification about this insurance back in XX/XX/XXXX this year. The first notification I received was XX/XX/XXXX making the insurance retroactive. Under FEDERAL LAW, after XX/XX/XXXX it is ILLEGAL to place a lender-placed insurance without WRITTEN NOTICE 45 day prior to the placement of the insurance. My first warning for this was a letter from XX/XX/XXXX. I have called several times and spoke to many people, the last person that took care of this matter for the {$2400.00} was : XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX, NJ XXXX e-mail : XXXX Fax : XXXX Maybe he can fix this new mistake. Thank you so much, 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