Consumer complaint received 2026-05-06 00:00:00
Product: Mortgage — USDA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: NC

Complaint narrative:
XX/XX/2026 Consumer Financial Protection Bureau Complaint Dept. Re : Escrow Mismanagement, Force-Placed Insurance, and Hardship Assistance Issue I am filing a complaint regarding the servicing of my mortgage loan by Freedom Mortgage , involving escrow mismanagement, force-placed insurance, inadequate loss mitigation options, and failure to respond to a Qualified Written Request ( QWR ). This matter involves the mortgage on XXXX XXXX XXXX XXXX, NC XXXX First, my escrow account currently reflects a shortage of {$4900.00}. Based on the escrow analysis, my account balance became significantly negative ( over - {$6000.00} at one point ), which indicates that Freedom Mortgage continued paying taxes and insurance without collecting sufficient escrow payments over an extended period ( XXXX ). I was not provided with timely or clear notice of these deficiencies as they developed. This suggests a failure to properly manage and adjust my escrow account. Second, during this same period, Freedom Mortgage allowed my homeowners insurance policy to lapse and then placed force-placed insurance on the property. My original insurance carrier, XXXX XXXX XXXX XXXX, confirmed that the policy was canceled and later reinstated. This raises serious concerns about whether escrow funds were properly used to maintain my coverage and whether appropriate notices were provided prior to force-placing insurance. The force-placed insurance likely increased my escrow costs and contributed to the current shortage. Third, I recently experienced a loss of income and applied for mortgage assistance. While I was approved for a temporary unemployment forbearance, I was denied all long-term solutions such as a repayment plan or loan modification, citing insufficient surplus. The forbearance does not resolve the issue because at the end of the period, I will be responsible for repaying missed payments in addition to the escrow shortage, which is not financially feasible. Fourth, I submitted a Qualified Written Request ( QWR ) under RESPA requesting information regarding my escrow account and servicing history. As of this complaint, I have not received a timely or complete response as required under federal law. I am requesting the following : A full audit of my escrow account for XXXX Documentation showing when escrow analyses were performed and why adjustments were not made in a timely manner Detailed explanation of how and why my homeowners insurance was allowed to lapse Documentation of all notices sent prior to force-placed insurance being applied Review and correction of any improper force-placed insurance charges Adjustment of my escrow shortage if it was impacted by servicing errors Re-evaluation for a sustainable loss mitigation option ( loan modification or deferral of arrears ) A complete response to my previously submitted RESPA request This situation reflects multiple servicing failures that have created a significant and unexpected financial burden on my household. I am seeking a fair resolution and a sustainable path forward to remain in my home. Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, NC 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