Consumer complaint received 2024-12-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: AZ

Complaint narrative:
On XX/XX/XXXX I sent my county tax bill to my mortgage servicer and requested that the actual amounts get updated to my account and an escrow analysis get performed. My tax bill reflected XXXX payments due : XX/XX/XXXX : {$88.00} XX/XX/XXXX : {$88.00} Freedom Mortgage acknowledged my secure message, performed an XXXX on XXXX but only refunded a surplus of {$360.00} approximately. The surplus was more than {$1900.00}. I asked for another XXXX via secure message on XX/XX/XXXX, again referencing the tax bill and on XX/XX/XXXX was called and received another XXXX showing a refund of the surplus of {$1900.00}. 
On the phone call XX/XX/XXXX I explained that the tax was still not updated and the escrow analysis was reflecting an over estimate on the XX/XX/XXXX tax due, and I explained that I did not agree to overfund my escrow account and requested that the XXXX be corrected to reflect the XX/XX/XXXX tax due of {$88.00}. The phone rep on XX/XX/XXXX assured me that the tax line was updated and said a new XXXX would be performed. 
On XX/XX/XXXX I contacted freedom mortgage via secure message about the tax line being incorrect and asked for a status on the XXXX. After receiving a response explaining that my taxes were estimated due to new construction, I called Freedom Mortgage on XX/XX/XXXX and again explained that this is my third new construction home on an FHA or USDA loan and I do not consent to over funding my escrow account, I prefer that my XXXX accurately reflect the actual amounts due, provided in XXXX, and XXXX. The agent conferenced in the Tax department who confirmed the tax line for XX/XX/XXXX was updated to {$88.00} and the escrow agent said a new analysis would be performed. After no response or update on my customer portal, I called Freedom Mortgage on XX/XX/XXXX and spoke with escalation rep XXXX, Agent number XXXX, who advised that the tax line had NOT been updated nor was he able to locate the tax bill provided to freedom mortgage. I emailed the bill, he confirmed receipt and advised there would be resolution by XX/XX/XXXX. On XX/XX/XXXX I had not heard back from Art but did reply to his email that I would be filing a complaint, as I Do not consent to overfunding my escrow. I would like the escrow monthly payment to be lower to accurately reflect the tax bill and amounts due to XXXX XXXX for my property. XXXX sent an email on XXXX that the tax line had been updated but there still will not be an escrow analysis completed until XX/XX/XXXX. I have now overpaid for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have communicated to my mortgage servicer that I do not consent to over fund my escrow account. I understand that if my taxes increase in the future my escrow may also increase, but that does not affect the fact that the current tax bill is not being reflected and Freedom mortgage has refused to conduct an analysis using actual tax amounts rather than estimated tax amounts.

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