Consumer complaint received 2026-03-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
On or about XX/XX/XXXX, I contacted Freedom Mortgage by phone and initially spoke with a female representative who expressed concern regarding my situation. She then connected me with a male representative from another department. We attempted to explain the circumstances ; however, he appeared unconcerned and was very direct in stating that I would be required to pay the new amount and that I would not be able to obtain my own insurance. During the call, the female representative attempted several times to clarify the situation on my behalf, but the male representative did not appear willing to listen or provide assistance. His demeanor came across as dismissive. I subsequently called back and spoke with another representative who advised me that I could submit a written request ( please see attached letter ). Please see the letter obtained from the Freedom Mortgage system, which appears to be incomplete, as it does not fully reflect everything that was included in my original correspondence. In XX/XX/XXXX, I called again and was informed that I could pay the balance of the escrow, and my monthly payments would return to the original amount. Since that time, I have continued making payments of {$2100.00}. For XXXX, I made a payment of {$2400.00}, which included {$340.00} toward escrow, under the understanding that my outstanding balance was approximately {$5000.00}. After receiving a statement reflecting a balance of over {$2700.00}, I contacted Freedom Mortgage again on XX/XX/XXXX. I initially spoke with a representative named XXXX, whose explanation I had difficulty understanding. She then connected me with XXXX from the insurance department. XXXX informed me that an escrow analysis had been completed and that I could obtain my own insurance policy. I explained that I had received conflicting information during prior calls, including being told in XX/XX/XXXX that I was not allowed to obtain my own insurance, which has placed me in a compromising position. XXXX apologized for the confusion and provided an address for submitting a new insurance policy so that the lender-placed policy could be removed. During the same call, XXXX stated that after making the $ XXXX payment, the remaining balance could be spread over 60 months. I expressed to both representatives that I did not understand how my mortgage payment had increased so significantly and that I was still unclear about the explanations being provided. XXXX apologized again and reiterated that I should submit a new insurance policy so they can cancel the existing one. I contacted Freedom Mortgage today and requested a copy of the analysis. Spoke with XXXX id XXXX XXXX. He stated the analysis was for XX/XX/XXXX and stated he would put in a request. Once someone look over the document, it would be sent. He stated they were having technical difficulty with the email. Prior before contacting him I requested the document via the phone and it was sent as I was awaiting for him to answer.

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