Consumer complaint received 2021-02-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
I am writing this complaint in hopes of addressing and correcting Freedom Mortgage 's pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts. 

( Be it known, I have two properties. My second property is currently a rental property due to being unable to sell in a slow market after an out-of-state move ) Loan/Property 1 I received a property tax exemption letter on or about XX/XX/2020. That day I attempted to speak to my loan advisor via the direct phone number he provided. my loan advisor did not answer, so I left a voicemail. 

On XX/XX/2020 after not receiving a call-back, I contacted the loan advisor from my previous refinance. I contacted my previous loan advisor because of his exceptional customer service and faith I had that he would assist me. My previous loan advisor that I was having issues with my new loan advisor and requested his assistance in contacting my current loan advisor, to which he obliged. 

After two more days of waiting, on XX/XX/2020 I sent an email to my loan advisorindicating that I had property tax information that was relevant to the refinance. My loan advisor finally responded and informed me that he had notified his underwriting team. 

After waiting several days and not hearing from the underwriting team, I contacted the customer service line. On XXXX XXXX I spoke to a customer service representative about applying my property tax exemption to my account. The representative requested that I send in the paperwork provided by my county that indicated I was no longer liable for any property taxes. I sent the paperwork through a reply in response to an email from them while still talking to them on the phone. 

The refinanced was closed on XX/XX/2020. When given the closing disclosure the adjustment to the property tax line in the escrow amount still had not changed. I was told by the representative of XXXX XXXX that it was a simple fix and all I had to do was call the escrow department. 

On XX/XX/2020 I called the customer service line to speak to the escrow department. I was informed by the representative that assisted me that there was no property tax exemption information on file. He requested that I forward the email and documentation XXXX he could process the document and relevant request. 

I have since been in constant contact with freedom mortgage in trying to get this issue resolved. After over a month of waiting, I reached out to freedom mortgage ( in the week of XX/XX/XXXX ) to get a status update. After speaking with a member of the escalation team, I discovered that freedom mortgage was unaware of the status and location of the {$6400.00} tax payment funds that were supposed to have been sent to XXXX XXXX by XXXX XXXX  XXXX. I contacted XXXX XXXX  XXXX immediately and was informed that the payment was in fact disbursed to my county 's tax assessor'soffice. A quick and public search of payment history for my address on my county 's tax assessor 's website confirmed that XXXX XXXX  XXXX  sent the payment. The search also indicated that freedom mortgage had paid an additional {$3900.00} in property taxes, 6 days after inspire closing services paid my tax bill which resulted in a negative balance in my escrow account. A simple search of information made readilyavailable to the public on my county 's tax assessors website indicated XXXX XXXX XXXX disbursed funds on XX/XX/2020, and freedom mortgage had made a payment directly to my county in the sum of {$3900.00} on XX/XX/2020. This additional payment by freedom mortgage resulted in a negative balance in my escrow account. 

It is now XXXX XXXXand my payment is still not adjusted. I have been told that until Freedom Mortgage receives the refund from my County, it will not be allowed to be adjusted. Freedom Mortgage is failing to take ownership of this issue itcreated and continues to take even more money from me through not adjusting the payment, knowing that the funds will eventually be disbursed by the county and they will have to refund me all the extra money I have been forced to pay. 

Loan/Property 2 My annual homeowners ' insurance premium disbursement was made in XXXX of XXXX refinanced this property in XXXX of 2020. Several months later I noticed a strangetransaction on my statement and contacted customerservice to inquire about it. I noticed a returned payment and then a reprocessedpayment which I thought might have been due to increased annual premiums as a result of weather patterns in XXXX. I was informed that it was most likely a mistake/double payment and that the issue would result in a refund later on. I was not in dire need of the refund, the bill had been paid, and I decided to be patient, trust theprocess, and believed I wouldget the money back at the end of the year. In or around the first week of XXXX, while speaking with a very helpfulcustomer service representative about another issue, I happenedto inquire aboutthestatus of my homeowners ' insurance premium and refund. It was at this time I learnedthat my homeowners ' insurance had been canceled in XXXX and I was placed in lender preferredinsurance. For reasons unbeknownst to me, Freedom Mortgage issued a stop payment on that disbursement. In XXXX of 2020, armed with what one could reasonably assume would be the knowledge that the payment was not completed, freedom mortgage contacted my Homeowners XXXX XXXX XXXX XXXX. XXXX insurance stated that the account was in good standing. Knowing that no reissue of payment was ever made, freedom mortgage accepted the information XXXX provided and made the assumption that the account was paid. Freedom Mortgage did not contact me about this payment issue, neitherabout the stop payment order nor the apparent good standing of the account which they knew was not paid. Neither I nor freedom mortgage received any written correspondence indicating a pending cancellation. 

Because of the actions of freedom mortgage, I now have a cancellation on my record and am forced to pay inflated premiums on the only policy that I could find for this property. Freedom mortgage failed to reissue payment, failed to communicate effectively, and now I am left to deal with the repercussions of their actions. I asked for assistance in dealing with XXXX to address the cancellation and/or contact information to their legal department for their assistance in addressing this communication issue between them and XXXX however i was told no such service could be provided. 

Freedom Mortgages escrow, tax, and insurance departments have demonstrated a pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts. Thereis a complete lack of ownership of their shortcomings, proactive communication regarding pertinent information is nonexistent, and the quality and accuracy of processing documentation, requests, and payments is incredibly sub-par.Freedom Mortgage  states constantly that it values its customers and I have not seen one bit of appreciation for the value of my business.

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