Consumer complaint received 2024-07-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: PA

Complaint narrative:
Hello, I am reaching out to you to ask for a dire need of help. So a quick back story. We are property tax exempt because of being XXXX XXXX XXXX XXXX XXXX through the XXXX in the state of Pennsylvania. 

Anyways my mortgage company, Freedom Mortgage, acknowledged this in XX/XX/XXXX and lowered our mortgage payment and refunded our escrow account because there was taxes in it. 

Fast forward to XX/XX/XXXX. Freedom Mortgage wrongfully paid our property taxes. There was no bill sent to them. They paid {$2500.00} on XX/XX/XXXX to XXXX XXXX using our Escrow Account. 

Resulting in our Escrow Account going into a negative balance of over {$2600.00}. I contacted Freedom Mortgage and our borough right away. Our borough said absolutely no bill was sent out. Freedom Mortgage acknowledged their mistake after a second phone call and said it would get resolved and wouldnt affect my mortgage payment. 

They did an Escrow Analysis in XX/XX/XXXX resulting in them raising our mortgage payment to {$2200.00} per month because of the escrow shortage from their mistake of paying our taxes. 

I have tried talking to numerous people including freedom mortgage multiple times, through secure message, through phone call, talking to manager after manager, all while getting no where since XXXX. They said they can not help unless they get their refund. 

XXXX XXXX, our tax collector, responds to zero communication. Numerous emails and phone calls have been made to her since XXXX. 

Communication is key to me and as far as Im concerned XXXX has become a part of the problem with Freedom Mortgage because this very well could of been resolved months ago if she simply responded to simple communication. 

XXXX finally responded the end of XX/XX/XXXX and said she did not cash any check from Freedom Mortgage because she had no bill to apply it to. 


My last communication with Freedom Mortgage, I was told they were escalating my issue to their Research Department and should get back to me with the results by XX/XX/XXXX via secure message. Well it is XX/XX/XXXX and they have told me nothing. Still leaving me to wonder where the {$2500.00} is, that they wrongfully paid, that is XXXX XXXX XXXX XXXX XXXX XXXX 

A manager at Freedom Mortgage was able to lower our payment to {$2000.00} because they had us apply to spread out our Escrow payment for 48 months. So in reality this is not a resolution but they told me this is the only thing they could do. Meaning if this is going on still in XX/XX/XXXX we will not have enough funds in our Escrow to pay for our House Insurance payment. 

Me and husband can no longer afford this raised mortgage payment nor should we have to pay it anyway with Freedom Mortgages error. They are literally trying to XXXX my life, my credit, and messing with my XXXX. I served my country honorably only to be treated this way by an incompetent company. 

Luckily I have my XXXX XXXX XXXX now but my XXXX XXXX still has been through the roof with this whole ongoing months ordeal. And all of this is unacceptable how any human being should be treated. 

I hope you can provide us with options of someone we can reach out to because I have no idea what else to do. I am attaching numerous documents to this email from my county showing my tax exempt and communication from Freedom Mortgage. 

Thank you for taking the time in reading this email and I look forward to hearing back from you. 

Very Respectfully, 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