Consumer complaint received 2025-02-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
To whom it may concern, I purchased my first home XX/XX/XXXX of XXXX and was told first payment would be due XX/XX/XXXX of XXXX. I attempted to pay my mortgage with XXXX  and was informed that the loan had been sold to Freedom Mortgage. I then contacted Freedom Mortgage to make the payment and was told that my account had not transferred over to them yet and so the representative was unable to process payment as she informed me there is no account to credit the funds to at the moment. I was advised to give them a week and to call back so that I could make the payment. My wife and I followed back up and they still did not have my account and the representative informed us that we should just expect to make our first payment on XX/XX/XXXX. I made my first payment at the end of XXXX on the XXXX intending on it counting as my XX/XX/XXXX payment. I was then informed that it would count as XXXX payment and that they intended on me paying XXXXXXXX XXXX payment along with XXXX payment on the 1st of the month. Starting me off 1 month behind. I then spoke with several representatives from Freedom Mortgage about my account and making additional payments to get back to a current status. Every time they inform me that if I make a payment for this amount it would get me back current to only find out I was misinformed. This resulted with me having about {$1200.00} sitting in an expense account. While all this is going on I receive a letter from Freedom Mortgage informing me about a property tax delinquency. I contacted Freedom Mortgage and informed them I should be exempt and that my homestead was completed on line same month we closed on property. I was then informed that no property taxes were being placed into escrow and so I need to deal directly with the county accessor office. I went in person to the county accessor 's office and they completed my exemption right there in person. No forms that I could provide Freedom mortgage accept that I did go and complete another application in person. I was informed by the accessors that the information would be sent out to mortgage companies in batches, monthly. Freedom Mortgage then sent payment for property taxes to XXXX XXXX accessors office then followed up with an escrow analysis where they double my mortgage payment in an attempt to collect the money back that they had sent for property taxes and to collect future property taxes. I informed them that I would only continue pay the previous amount. I then requested that escrow open up a case to verify my property tax exemption. The request was granted and a week later escrow did another escrow analysis where they lowered my payment down to {$2900.00}, still XXXX plus more than my original mortgage payment. I was informed that the county would refund me the funds that were paid and I informed Freedom Mortgage that once I receive the return I would pay it to them to clear the shortage. Meanwhile time is passing and I am being charged fee 's and account is falling further back as my monthly payments are not satisfying the new amounts that Freedom Mortgage demanded of me. While this is going on my home was damaged due to a XXXX. Freedom Mortgage then allowed me to go on a forbearance with my home loan for 90 days. I receive the refund and would like to clear shortage but was told that I would still be in arrears for my mortgage payments by XXXX. I informed them that I will pay the shortage and the 1 month of arrears payment to bring me to current status but that they can not demand that I am still behind XXXX when the only reason the mortgage monthly payments went up was as an attempt to collect the shortage. If the shortage is paid then there is no grounds to still attempt to collect the inflated mortgage payments. I now have also sent them a check for about XXXX for home repairs to be endorsed so that the contractors can be paid. I was recently informed that the check will be used to bring account to a current status.

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