Consumer complaint received 2026-04-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
Subject : Follow Up on Escrow Reimbursements Case IDs : XXXX, XXXX, XXXX Dear Freedom Mortgage Customer Care Team, Thank you for your response regarding my reimbursement requests for property taxes and homeowners insurance paid in advance. Unfortunately, it appears there are some key misunderstandings about my requests, and I would like to clarify them with specific references to our prior cases. First, is seeking reimbursements for advance payments of taxes and insurance going to be this challenging every year? I would appreciate the opportunity to speak directly with a supervisor about these issues. Please provide a contact number and best time to call. Regarding homeowners insurance reimbursement ( {$1200.00} ) : My request ( Case ID : XXXX ) was specifically for the XXXX XXXX premium of {$1200.00} ( policy XXXX, effective XXXX ), which I paid directly and uploaded via message and your provided link on XX/XX/XXXX. This is not related to the XXXX premium of {$950.00} disbursed by Freedom on XX/XX/XXXX. Your response references the XXXX payment and a policy cancellation effective XX/XX/XXXX, but that is unrelated to my current request. XXXX already refunded any overage from XXXX to me directly. I have noted the address discrepancy mentioned in your XX/XX/XXXX Insurance Department letter ( requiring XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX ). I will upload the updated declarations page again today via XXXX XXXX XXXX with my loan number included. Additionally, your escrow analysis should account for this XXXX premium starting XXXX confirm once received. Regarding property tax reimbursement ( {$1700.00} ) : This was clearly outlined in Case ID : XXXX, where I notified you on XX/XX/XXXX that I had paid the first half of XXXX XXXX XXXX taxes ( Account # : XXXX ) in advance. As the escrow custodian, Freedom should cancel its planned disbursement and reimburse me the full amount rather than requiring me to follow up with the county. Please process this promptly. On the escrow surplus and analysis : Your analysis shows a {$2300.00} surplus check mailed on XX/XX/XXXX, yet I have not yet been reimbursed for the {$1200.00} insurance + {$1700.00} taxes = {$3000.00} total. How was the surplus calculated without crediting these? This has resulted in my monthly escrow payment increasing to {$390.00} ( up from {$340.00} ), adding about $ XXXX unnecessarily. If escrow funds can not mix across calendar years ( XXXX vs. XXXX ), please explain the policy so I understand. I appreciate the volume of analyses your team handles, but more careful review of case histories and attachments would prevent frustration and inconvenience for homeowners like me. For reference, please see the related cases : Case ID : XXXX Case ID : XXXX ( insurance details/documents ) Case ID : XXXX ( property tax ) I have enclosed copies of my payment confirmations and updated insurance documents for your review. Please confirm receipt and provide a timeline for processing the reimbursements, updated escrow analysis, and any adjusted payments. Thank you for your prompt attention. Respectfully,

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