Consumer complaint received 2026-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: MA

Complaint narrative:
I have been in contact with representatives from Freedom Mortgages Escrow and Tax departments for the past XXXX months regarding the payment of my property taxes to the XXXX XXXX XXXX. Although Freedom Mortgage has been collecting funds for taxes through my escrow account as part of my monthly mortgage payments, those taxes were not paid to the XXXX as required. 

During this period, XXXX representatives from the Tax Department confirmed that my account was in good standing and that Freedom Mortgage would continue paying the property taxes directly to the XXXX XXXX XXXX, as had been done in the past. 

However, on XX/XX/XXXX, I received a letter from Freedom Mortgage stating that my property taxes were due and that I was required to make a payment of {$5000.00}. This was extremely concerning, as I had been assured multiple times that the issue had been resolved and that Freedom Mortgage was handling the tax payments through escrow. 

Since XX/XX/XXXX, I have contacted Freedom Mortgages Customer Service department at least XXXX times. During these calls, I was repeatedly transferred between Customer Service, the Escrow Department, the Tax Department, and the Escalation team, often with no resolution. Each department disclaimed responsibility, and I was consistently told only that the research team is working on it. 

I was also informed that my mortgage account is escrowed and currently holds approximately {$6500.00} in escrow funds. Despite this, no one has been able to explain why the taxes have not been paid to the XXXXXXXX XXXX XXXXXXXX. 

In addition, I submitted an online complaint, which was immediately marked as resolved and closed, stating that my concerns had been addressed in a conversation with a Freedom Mortgage representative. This was inaccurate, as no resolution had occurred. 

On XX/XX/XXXX, I received a call from Freedom Mortgage stating that the escrow payment would be made to the Town of Reading on XX/XX/XXXX. As of XX/XX/XXXX, the payment still had not been made, and no explanation was provided. 

Also on XX/XX/XXXX, I received a letter from the XXXXXXXX XXXX XXXXXXXX demanding payment of {$7600.00}, which includes {$260.00} in accrued interest due to nonpayment. I immediately contacted Freedom Mortgages Escrow Department again, but the issue remains unresolved.

Each time I call, I am placed on hold multiple times, with wait times of up to one hour. On one occasion, I was transferred to a supervisor who stated that the research team was still working on the issue and then abruptly ended the call without addressing my questions. 

To prevent any further interest or penalties, I am paying the outstanding property taxes directly to the XXXXXXXX XXXX XXXXXXXX at this time. However, since Freedom Mortgage failed to remit the tax payment despite collecting sufficient funds in my escrow account, I am requesting a full refund of the amount paid, including any interest and penalties assessed by the XXXX XXXX XXXX as a result of the delayed payment. 

This additional financial burden was incurred solely due to Freedom Mortgages failure to disburse escrowed funds in a timely manner, and I expect to be reimbursed accordingly.

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