Consumer complaint received 2025-03-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: NC

Complaint narrative:
We purchased our home in XX/XX/year> and as we have the escrow account that deals with the property taxes, insurance etc. 
When the bill came in XXXX last year I have called the mortgage company to make sure that the property taxes are included in the escrow account and I was assured that they took care of the bill. 
On XX/XX/XXXX we received a final notice bill from city of XXXX regarding the taxes not being paid. 
I have reached to the company ( freedom mortgage ) and I told them about the issue. 
They told me that they paid the taxes but they had the wrong parcel number, so the money went towards a different property. 


Everything was civil as they said that they will correct the issue and that there is nothing I have to worry about because it was their mistake. 

After the 28 day investigation that they started nothing has happened except the fact that my bank accounts got garnished. 
I called the company multiple times during this period of time and I kept being pushed around from XXXX operator to another. 
At some point somebody from freedom mortgage reached out to let me know that the problem has been taken care of, which obviously was a lie since a week later my bank account got garnished. 

On the day I received the letters from XXXX XXXX regarding the garnishment I called freedom mortgage again and asked them to stay on the line so I can call the XXXX XXXX and XXXX of XXXX so we can fix this together, they refused. 
So I went to the XXXX XXXX XXXX with the letters and I asked to speak with the tax collector and she was nice enough to take to me and, together with the tax collector we called freedom mortgage and they assured us that they will pay the taxes and all the extra fees within a week. 
That was another lie made to the XXXX XXXX and myself because today is XX/XX/XXXX and nothing has been paid. 
Of course during the month of XXXX I have called multiple times with regards to this matter and I had nothing. 
When I told them that the XXXX XXXX took the money from my account they told me to upload the proof of that on the website and I did. 
Of course I asked for a refund because we already paid the taxes but nothing has happened. 
Today XX/XX/XXXX was supposed to be the resolution day for the second investigation and when called I was told that the resolution had been pushed back XXXX days. 

I asked to talk to a supervisor and I was put on hold for about XXXX minutes after which I was told that theres no one available and that I will get a call back. 
I cant afford to pay the city taxes also. I have XXXX children and XXXX income in this household and the XXXX XXXX already deducted {$1500.00} from my bank account and now we had another letter from the city of XXXX saying that they will do the same. 
No matter how many times I called and how I talked to them, nothing seems to move them to do the right thing and fix the mistake they created. 
We need help and I dont know what to do.

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