Consumer complaint received 2016-08-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Freedom Mortgage Company
State: UT

Complaint narrative:
Hello, My mortgage company is Freedom Mortgage they are servicing my loan, but they are mishandling my loan and creating damages for me. The reason why I state this is because I received a notification from my home insurance that my policy had not been paid. I have an escrow account for property ins and taxes. On XXXX/XXXX/16, I spoke to Freedom Mortgage to try to see when the distribution was made, I was advised that I was insured with XXXX, at this I stated that I have always been insured with XXXX XXXX, but that I would call XXXX to get make sure that they did not have a parent company. once I spoke to the Ins the same day I found out that my policy had not been paid and was due on XX/XX/2016, and that they do not have a parent company that would be insuring my property. The ins representative called Freedom Mortgage while I was on the line we both spoke to a representative from Freedom mortgage on XXXX/XXXX/16 provided all of the updated ins information, was advised that the system would be updated and that once the declaration of ins was received a payment would be distributed. I called this month to make my mortgage payment asked on the ins again, they still have the XXXX on the system. I called XXXX to see when the info was sent over, I was adv it was send the same day on XXXX/XXXX/16. We both called Freedom we spoke to the rep and I was adv that they did not have any notes in the system about our last conversation on XXXX/XXXX/16 or any updates, while we were on the phone they updated the information and XXXX send them another copy of the declaration page. My ins is due to be canceled for non payment on XXXX/XXXX/16. I have never been insured with another company, however Freedom mortgage made a payment to XXXX on XXXX/XXXX/16 XXXX {$710.00} from my escrow account. This of course leaves a shortage on my escrow when the proper distribution for my ins is made. Somehow Freedom got a declaration page for a XXXX XXXX that has a New Jersey property address and updated my account with her information. Now my last name is XXXX, but we live in Utah, I have a property address of Utah, I have never been to New Jersey, when I asked how freedom would get my funds back I was adv to call the XXXX, they provided my with the policy # and the check amount and number. I adv freedom that they should be the one calling since this is a mistake on their part and their assistance is crucial. I was adv that they could be too busy on Monday to call, but they could try. I did emphasize how this mistake is their responsibility, yet no actual commitment for Freedom was ever give. I did call XXXX and I was adv by their rep that I needed to have Freedom call of course by the time I got off the phone Freedom Ins dept is closed. Until today I had not been advised of the distribution that happen or the fact that it happen. I feel like Freedom Mortgage is not taking any action in getting my situation fixed however my account will have a shortage and then I will be penalized for this. I did all of my due diligence and yet my account is being neglected. I advised both rep from Freedom that I had never had XXXX as an insurance company, if I had not asked if any distributions were made I would have never known and Freedom will charge me for their negligence. Please help me. 
Thank you

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