Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: WI

Complaint narrative:
COMPLAINT NARRATIVE - Freedom Mortgage Escrow Mishandling In late XX/XX/year>, Freedom Mortgage increased our monthly mortgage payment from approximately {$550.00} to {$1100.00} due to an escrow shortage. The shortage was caused by an incorrect property tax assessment from XXXX XXXXXXXX XXXX, which had assessed a vacant lot adjacent to our property as having a dwelling on it. The previous house on that lot had burned down years ago, but XXXX XXXX records had not been updated. We worked with XXXX XXXX to correct the assessment. XXXX XXXX issued a corrected assessment and refunded the overpaid taxes directly to Freedom Mortgage. Freedom Mortgage 's own payment history confirms they received and posted an escrow refund of {$2200.00} on XX/XX/year>. Despite having received, cashed, and posted this refund to our account, Freedom Mortgage has not : Performed a corrected escrow analysis Adjusted our monthly payment back to reflect the corrected tax assessment Removed the default status from our account Communicated any timeline for resolution We have been paying approximately {$700.00} per month - what we calculated our corrected payment should be based on the accurate tax assessment. As a result, Freedom Mortgage 's records now show our account in default. This default was caused entirely by Freedom Mortgage 's failure to timely process the corrected escrow. It was not caused by any failure on our part to pay our actual mortgage obligation. This is a XXXX loan. The loan was sold to Freedom Mortgage by XXXX XXXX. As a VA borrower, my husband and I are entitled to the additional servicing protections afforded under VA loan regulations, and we will also be filing a complaint with the VA XXXX XXXX line regarding Freedom Mortgage 's failure to properly service this loan. XXXX of attempts to resolve : This issue has been ongoing since late XX/XX/year>- over XXXX months. Beginning in late XXXX, I sent multiple messages to Freedom Mortgage through their secure online portal seeking resolution of the escrow issue. Documenting this correspondence is difficult because Freedom Mortgage 's portal closes each case after a single response, assigns each new message a separate case number, and does not allow the borrower to view sent messages and responses in a single thread. In addition to my communications with Freedom Mortgage directly, I have personally coordinated extensive correspondence between the LXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which appears to handle property tax administration for Freedom Mortgage ). I have XXXX lengthy email threads documenting these efforts. This work resulted in the corrected assessment and the refund of overpaid taxes - work that was driven by me as the borrower, not by Freedom Mortgage or its tax service provider. After XXXX XXXX issued the corrected assessment and refund, and after Freedom Mortgage received and posted the refund of {$2200.00} on XX/XX/year>, I sent a formal written demand on [ Friday 's date ] requesting ( XXXX ) confirmation the refund was applied to escrow, ( XXXX ) a completed escrow analysis based on the corrected assessment, ( XXXX ) our corrected monthly payment, and ( XXXX ) a written plan to cure the default caused by their error. The deadline for response in that communication was end of business Friday. When no response was received, I sent a follow-up on [ today 's date ] extending the deadline as a courtesy to end of business today. As of the filing of this complaint, Freedom Mortgage has not responded to either of these final communications, nor have they meaningfully resolved the issue despite over XXXX months of attempts on my part. Personal impact : This situation has caused significant financial and emotional stress to our household over the past XXXX months. We are simultaneously dealing with serious medical issues with our family pet, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in our family. The unresolved status of this account- including the threat of being reported in default for a debt that exists only because of Freedom Mortgage 's processing delays- has added a layer of stress to an already difficult time. A reasonable, timely correction of this error months ago would have prevented all of this.

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