Consumer complaint received 2021-12-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: SC

Complaint narrative:
We received notification on XX/XX/2021 that our loan was being transferred from XXXX Mortgage to FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX. The initial welcome letter clearly states that Nothing else about your mortgage will change. 
A month later we received a letter from Freedom Mortgage dated XX/XX/2021 that stated Because wind insurance is required on your property, we purchased an insurance policy for your property. I immediately called the customer service line and spoke with XXXX who informed me that the reason we received this letter is that the Hazard Insurance Policy from XXXX had expired. I called XXXX who has provided insurance for me for the last 20 years to send over a copy of our Hazard Insurance policywhich they did. 
I got another notice XX/XX/2021 dated XX/XX/2021 that wind insurance was required. I called Customer Service on XX/XX/2021 and spoke with XXXX # XXXX to ensure that they had received our Hazard policy and again to explain that the Wind insurance was not part of our original loan agreement and that it should not be force placed. It was not a requirement for our mortgage company for the past 6 years and I didnt agree with them adding the additional charge to our account. I asked them to review the requirements of our original loan documentation and the agent complied and concurred that the Wind insurance requirement was not there and stated that it would be annotated in my records that wind insurance was not needed. I considered this issue resolved. 
We received a letter on XX/XX/2021 dated XX/XX/2021 that they had not received the insurance information they previously requested and a wind policy was purchased on our behalf. I called customer service XX/XX/2021 and contested this. I had a very heated conversation with the Customer service team regarding the discrepancy in the verbiage of the letters and also in my prior conversations. On my first call I was told it they didnt have my current Hazard Insurance policy on file and that is what generated the initial letter and then again on my call on XX/XX/2021 when I was told that wind insurance was not required. The representative proceeded to tell me that I had to submit a written request to the company. This was my 3rd phone call to Freedom Mortgages customer service line to address the force placed policy and the very first instruction I was given that said I had to send the objection in writing. 
Following this issue, I did receive a letter from Customer service dated after the fact on XX/XX/2021 regarding my XX/XX/2021 phone call. The letter only stated that Freedom Mortgage required wind insurance. 
I sent a Notice of Error by Certified mail on XX/XX/2021. I placed a follow-up call to the Customer Service Dept of Freedom Mortgage on XX/XX/2021 to confirm receipt of my notice of error ( I spoke with XXXX # XXXX ). I was told that it hadnt been routed to anyone yet. 
I did locate my original loan documents and there is a section that clearly states the Hazard Insurance Requirements of my loan. We have never had a lapse in Hazard insurance that would show a failure to comply with the mortgage loan contracts requirement to maintain hazard insurance. There is no section in the signed documents that gives the Lender the ability to place additional Wind coverage. FREEDOM MORTGAGE took over my loan, I never signed paperwork with them or agreed to any of their policies. They must honor the terms of my original loan documentation and I strongly disagree with their ability to force place a Wind Insurance policy that is not a requirement of my loan. 
I have attached all of my documents for your review. I have had so much frustration and difficulty dealing with Freedom Mortgage. I would greatly appreciate your assistance in resolving this issue. I would also like my experience documented to show the pattern of behavior from this company in hopes that it may provide more transparency in their actions. Thank you so much for your time and consideration.

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