Consumer complaint received 2025-09-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
XX/XX/XXXX Notice of Error Good morning, I received my annual escrow analysis from my mortgage company, Freedom Mortgage on XX/XX/XXXX. Upon review, I noticed an error on the mortgage company 's behalf that has resulted in my monthly mortgage payment increasing almost {$1000.00} ( previous mortgage payment {$2200.00} and new project payment {$3100.00} ). Please see below regarding my grievance. All events below took place on XX/XX/XXXX. 

Upon reviewing the escrow analysis, I noticed one County Tax payment and one Utility District Tax payment made under the actual activity section. However, in part 3 of the analysis for the projected year 's payments, it now showed two County Tax payments and 2 Utility District Tax payments. Confused by this I called my County Tax Office and spoke with a representative about my tax account. She explained to me that because my partner and I are unmarried and own the home together we each have our own tax accounts that need to be paid separately. She further explained this is because they split the appraised value of the home so the property tax that was paid in the amount of {$1800.00} is not the full amount due for property tax, that is only the amount due on my account. The full amount due for both accounts would be {$3600.00}. I asked her if this was the same case for the Utility Tax Payments and she said she wasn't sure but she explained that it was most likely the case.

After receiving this information, I wanted to see if my escrow analysis from last year ( XXXX ) showed two projected payments for each as well so I pulled it up. Upon reviewing it, it did not show there were going to be two payments for County and Utility District Tax in part 3 of the analysis so I was not billed/adjusted accordingly to pay my taxes due to a mistake on the mortgage company 's behalf that was not caught until the XXXX escrow analysis was run. 

I immediately called the mortgage company to try to discuss this issue and resolve this. I was transferred several times to different people. I was told by the first representative I spoke with that " it is not our responsibility to make sure your taxes are paid if we don't receive a notice '' I was then transferred to several people who were unable to help me or understand my situation and kept being transferred around. 
I finally reached the tax team and spoke with a representative named XXXX. He reviewed the account and taxes and confirmed that I was correct, they had not been paying these taxes correctly and that my escrow analysis in XXXX did not reflect my taxes correctly. He informed me that he would take care of paying the delinquent taxes immediately and would ensure that the taxes would be handled correctly moving forward paying both accounts for each. He transferred me over to customer service to figure out the escrow account and new mortgage payment. XXXX was very helpful, polite, knowledgeable and understood my concerns and worked to get them taken care of quickly. 
In the escrow department I spoke with a representative named XXXX. She informed me there would not be a waive in escrow for my loan but that the property tax issue had been corrected. I informed her that this shortage is a direct result of the mortgage company not billing us correctly for our escrow account and that if this can not be resolved internally with the mortgage company, I will be filing an official complaint with the CFPB. The mistake was that of the mortgage company and it is unfair and abusive for the mortgage company to expect us, as the consumer, to pay for the mistake made on their behalf. I was forwarded to escalations. The representative was very argumentative and continued to tell me they would not waive the escrow shortage and it was not their mistake. Upon being on the phone for over an hour and half I disconnected with the representative who refused to help me.

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