Consumer complaint received 2023-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: KY

Complaint narrative:
I am writing to file a formal complaint against Freedom Mortgage Corporation ( " Freedom Mortgage '' ), a mortgage servicing company that I currently have my home loan with for the above mentioned legal address and loan number. On XX/XX/, I submitted a letter of complaint to Freedom Mortgage via their online service portal, detailing my dissatisfaction with their service and the issues I have experienced with their escrow department. However, in a call I had with a representative named " XXXX '' in their escalations team, I was informed that they were not handling my complaint and did not know where it was. As a result, I sent the same letter to their email on XX/XX/, and have not received any acknowledgement of receipt or response as of the date of this letter. 

In the aforementioned letter to Freedom Mortgage, I expressed my disappointment with their service and the trouble I have had with their escrow department, including an erroneous escrow surplus check I received in XX/XX/, an escrow shortage notice I received in XX/XX/, and the misapplication of my extra payments to my loan principal. Despite numerous phone calls and requests for an explanation, I have not received a satisfactory resolution to these issues, and I am deeply concerned about the handling of my escrow account. 

Furthermore, on XX/XX/, I also requested to have a copy of my loan agreement sent to me, but as of this writing, I have not received it. This lack of response and unresponsiveness is unacceptable and only adds to the growing list of issues I have had with Freedom Mortgage. 

I am seeking the assistance of the Kentucky Department of Financial Institutions in resolving these issues and holding Freedom Mortgage accountable for their poor service. As a borrower, I have the right to be treated fairly and with respect, and I believe that Freedom Mortgage has violated these rights by their handling of my account. 

Thank you for your attention to this matter. I have enclosed a copy of my original letter to Freedom Mortgage for your review, and I look forward to hearing from you soon. 

Below is the body of the letter I submitted on the Freedom Mortgage online service portal. This letter was also emailed to a member of the Freedom Mortgage Escalation team.

To Whom It May Concern, I am writing to express my extreme disappointment with the service I have received from Freedom Mortgage. I have been a customer of your company for several years now, and I have never experienced such frustration and inconvenience as I have with your escrow department. In XXXX of this year, I received a check for {$680.00} from your escrow department, which was supposed to be a surplus because your department had determined that my real estate taxes were only {$80.00}. However, in XXXX, I received another letter from your company informing me of an escrow shortage of {$890.00}. When I called customer service to inquire about this, I was told to mail a check for the shortage amount and mark in the memo " for escrow account, '' which I did promptly. The check was cashed by your organization on XX/XX/. Since then, I have made two extra payments of {$1000.00}, but your company has not corrected my payment and has not applied the proper curtailments to my loan principal as expected. Instead, I am still being charged {$1000.00} as a payment. I demand that you fix my escrow account immediately. Furthermore, I was misled by your company this year, and I feel that my rights as a borrower under the Dodd Frank Act have been violated. I demand that you retroactively pay my curtailment principal for the months of XXXX and XX/XX/2023 rather than apply the curtailment for this month, since your company did not properly apply my escrow payment on XX/XX/2023. I do not believe the Freedom Mortgage Escrow and Customer Service representives are properly trained in handling my requests over the phone, as every time I call in, they try to peddle me to another department or ask that I submit an online request. I have spent countless hours on the phone with your representives trying to resolve this issue, and I am tired of the inconvenience and frustration that your company has served me. As a result, I do not wish to speak over the phone with any representatives of Freedom Mortgage. Instead, I request that you communicate your action plan to fix your mistake through my email at XXXX. I believe that this will allow for a more efficient and effective communication process and will help to resolve this matter in a timely and satisfactory manner. I understand that your company is the largest provider of VA loans, but I feel that my business has been reduced to just a number to you. I hope that you will take my concerns seriously and take the necessary steps to correct this situation promptly. 
Lastly, I want to express that if your company can not find the time, or competence, to correct your Escrow department 's errors when I make the XX/XX/2023 payment, I will have no choice but to pursue complaints with Consumer Financial Protection Bureau ( CFPB ), the Federal Reserve System, the Office of the Comptroller of the Currency ( OCC ) and the Kentucky Department of Financial Institutions. As a customer, I expect to receive proper and fair treatment from my mortgage company. If your company is unable or unwilling to provide that, I will have no other recourse but to escalate my complaints to the proper regulators. 
This letter is being submitted online through the Freedom Mortgage online customer service portal on freedommortgage.com. I hereby certify that the above information is accurate and truthful to the best of my knowledge. This letter serves as a legal document and a formal notice of my dissatisfaction with the service provided by your company. I reserve all rights to pursue legal action and/or file a complaint with the appropriate regulatory agencies if this matter is not resolved in a timely and satisfactory manner.

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