Consumer complaint received 2025-01-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
Per letter dated XX/XX/XXXX, Freedom Mortgage , Insurance Department, notified me of a " second and final notice-to provide flood insurance '' If not, Freedom Mortgage will purchase and provie one for an annual payment of {$2600.00}. Aprroximately a month prior, Freedom Mortgage sent the original notice. At that time, I phoned the Freedom Mortgage Insurance Department, to inform them flood insurance is not required, per FEMA. At that time, I recieved zero customer service, from their representive.

On the day I recieved the " second '' notice letter, via USPS ( XX/XX/XXXX ), at approximately XXXX XXXX., I phoned Freedom Mortgage and spoke to a representative named, XXXX. This is the only information she would provide. She refused any other form of identification i requested, such as last name, employee number or phone extension. I notified her that we originally purchased our home in XXXX of XXXX, mortgaged by Supreme Lending, and that Freedom Mortgage recently purchased our note on the secondary market. In XXXX, we did not purshase flood insurance, due to the fact of it not being required by FEMA, per document, XXXX, issue date : XX/XX/XXXX, Effective Date : XX/XX/XXXX, XXXX XXXX. : XXXX ( XXXX identified as XXXX, with a date of XX/XX/XXXX ) XXXX refused to communicate or provide any supervisor/managers information. Just pointing to FEMA, and supplied me with the same information that is on the letter. So, again supplied the requested documents to Freedom Mortgage ( FEMA Docs/Map ). Again, I recieved zero customer service or feedback from the Insurance Department of Freedom Mortgage. 
Freedom Mortgage sent us another letter dated XX/XX/XXXX. Again, regarding flood insurance. I phoned and spoke with another representative that same day ( XX/XX/XXXX ), and once again supplied required FEMA 102-D-A Effective XX/XX/XXXX, which is XXXX years prior to us purchsing the property. Once again, no response from Freedom Mortgage. 
Then in XXXX of XXXX, Freedom Mortgage, proceeded to withdraw fradult funds out of our impound account, to purchase " Lender-Placed Flood Insurance '' in the amount of {$2600.00}. 
I, again phoned Freedom Mortgage, and recieved negative results. 
Since then, XXXX XXXX, purchased our note from Freedom Mortgae on the secondary market. XXXX XXXX  currently holds our note. XXXX XXXX  originallly had the same actions of Freedom Mortgage, and for two years we had the same issues, until recently. I able to communicate and resupply all the FEMA documents that pertained to the property. Within a few weeks, we recieved a refund for the past XXXX years for which they purchased Lender-Placed flood insurance. As of now, XXXX XXXX  abided by FEMA, and reqtified the situation. A XXXX year refund and the updated XXXX actions were supplied to us. 
On, XXXX XXXX, after approximately XXXX minutes, I was directed to, and had made contact with a representitive named, XXXX XXXX XXXX ). XXXX said he worked for the Insurance Department. This was the only information XXXX would supply to me upon my request. He would not provide me with his last name, employee number, official title or his direct supervisor/managers contact information. After approximately XXXX minutes of attemping to explain, I asked XXXX for his email, in order to forward the documents to him directly. XXXX supplied me with his direct email ( XXXX ). I told XXXX that I was also going to supply him with the determination and documents provided by XXXX XXXX  XXXX XXXX XXXX ( SFHDF ) Flood Zone XXXX Effective XX/XX/XXXX. He refused them and said they do not want or need them. 
I again had recived no return communnication. I waited until Monday, XX/XX/XXXX, and emailed XXXX for an update. I recieved negative results on XXXX behalf, until XX/XX/XXXX, via email. XXXX claimed that our home is not in a flood zone. However, he claimed our tool storage shed is, therefore they refuse to refund the charge. On the same day, XX/XX/XXXX, I responded to XXXX email, once again requesting his immediate supervisor/managers information. I wanted to communicate directly with the person responsible for their corrupt design. On XX/XX/XXXX, XXXX responded to my request. The only information XXXX supplied to me, was the original phone number, for which had originall gotten me into contact with him. 
So, therefore I am getting no customer service. 
My family is being stolen from. 
And, Freedom Mortgage is NOT abiding by the Department of Homeland XXXX XXXX ( XXXX ) in addition, XXXX document XXXX REQUESTING FULL REIMBURSEMENT IN THE AMOUNT OF {$2600.00} FOR LENDER-PLACED FLOOD INSURANCE FOR PAST LOAN NUMBER XXXX FROM : XX/XX/XXXX TO : XX/XX/XXXX

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