Consumer complaint received 2020-10-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
I called Freedom Mortgage on XX/XX/2020 for a payoff on my loan for my refinance with another institution. I was charged {$30.00} and told it would take 72 hours and it would be emailed to me. 

I called Freedom Mortgage on XX/XX/2020 and asked if it really took 72 hours. The representative was nice and said unfortunately yes ; however, you can login to Freedom Mortgage and see a copy of what has been prepared. I was also told the email would still be sent to me. The statement has already been prepared and it still has not been emailed to me? Feels like Freedom Mortgage is punishing me for using another lender. 

I called Freedom Mortgage back on XX/XX/2020 after printing the payoff ( That I was still waiting on to be emailed to me ). I asked why did they have my property tax amount included in the payoff and listed as ESCROW/IMPOUND REQUIRED. The representative was nice and said that they will be paying the property taxes. I advised the representative that my loan would be paid off before my taxes were due and that the taxes were being paid at closing. Representative advised me to write a memo and email my document showing the taxes were to be paid at closing. I emailed the Freedom Mortgage payoff statement, my loan estimate showing the taxes being collected at closing and the XXXX XXXX XXXX Commissioner bill showing that the taxes are not due until XXXX/XXXX/2020. I also Cc 'd my mortgage officer on the email in case Freedom Mortgage needed any additional information. 

XX/XX/2020 I received in my email the payoff request from XXXX/XXXX/2020. I called and spoke with representative XXXX and explained in detail what was going on and that I needed my payoff corrected by removing the property taxes since these taxes are to be collected and paid at closing. I stated it was unfair for Freedom Mortgage to hold these funds and I have to turn around and pay again at my closing. The property taxes are {$2600.00}, so paying this amount twice and having to wait on someone to send a refund, is completely unsatisfactory. I was placed on hold for awhile and she came back on the phone stating she would have to request an updated payoff and the fee would be {$30.00}. I said I already paid the fee. I was informed this was a new quote. I told the representative XXXX that it was not my fault Freedom Mortgage included property taxes on my payoff that are not due until XXXX/XXXX/2020. I then told representative XXXX that the representative helping me on XX/XX/2020 should have asked me about these taxes and if they were to be handled at my closing. Representative XXXX assured me they have set procedures in place and that is not something they are required to ask. As XXXX was entering information, I asked if this would also take another 72 hours and her reply was yes. I asked if the property taxes would be removed from my payoff request and she stated that she did not know. I asked if she added notes so the preparer will know and make sure it is correct? She then added the notes. I asked for a supervisor and she said that she would have someone call me within 24-48 hours. I told XXXX that Freedom Mortgage is treating their XXXX poorly and they should not be charging me again for this payoff. 

At this point all I know is that I have now been charged {$60.00} for a payoff. {$30.00} for my original request and another {$30.00} for them to remove my property taxes.72 hours turnaround for the 1st request and now another 72 hours for a payoff that I hope to be correct. Representative XXXX did argue back saying they are required to pay my taxes. I asked her how is Freedom Mortgage required to pay my property taxes when they will not be my mortgage holder. 

My property taxes are due XXXX XXXX, 2020, 56 days from my initial payoff request. My refinance is in the final stage and will be closing no later than midmonth. They can not remove the property taxes from my closing disclosure because there will be no proof the taxes have been paid. Freedom mortgage is tying up {$2600.00} of my money for who knows how long. Will the tax commissioner send the overpayment back to Freedom Mortgage? Then, how long will it take for Freedom Mortgage to send me my money? At this point, I think Freedom Mortgage should pay me interest on my money they are tying up deliberately! This is an unsound practice especially when provided documentation and knowing this transaction is taking place in an Attorney 's office.

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