Consumer complaint received 2020-07-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: Freedom Mortgage Company
State: CO

Complaint narrative:
Hello I have been trying to resolve this problem with Freedom Mortgage and XXXX XXXX XXXX since the day after we closed our loan on XX/XX/XXXX. I was trying to do this within This was a refinance from Freedom to Freedom. I have been on hold with the title company 3 times over an hour with no answer. I have sent 4 emails to XXXX XXXX and customer service with no response. I have called customer service 3 times, twice Ive been told a refund was on the way, once told no refund is due because the payoff was short. Not sure how a payoff from freedom to freedom is short. If no refund is due they are keeping {$6000.00} inc cash from us that was not shown on any closing statements. I have asked multiple times for a copy of the payoff statement and it had not been sent. 


In addition, the numbers on the closing disclosure do not match what was on the Itemization of Settlement.

I need to get some answers as at least {$5900.00} of our money appears to be missing. I am requesting the following : 1. A complete accounting of my previous Freedom account. The information on line does not explain why my remaining escrow was taken rather than refunded or why despite the payoff amount on the Closing Disclosure being {$460000.00}, the amount paid off was less than that. So far the amount paid off is {$460000.00}. For reference the amount we owed on XX/XX/XXXX was {$460000.00}, with 2 days of interest the payoff shouldnt have been more than {$460000.00}. Freedom customer service can not figure out what happened. 
2. Our XX/XX/XXXX payment on the old loan refunded, with interest. I was told when I called the first week in XX/XX/XXXXthat it would be refunded within 14 days, here almost 4 weeks later with no refund. I called again and was told my refund would happen within 8 days, 3 weeks later I called and was told no refund was due. 
3. A refund of the double charged taxes. Freedom took the taxes from our escrow account on XX/XX/XXXX knowing full well that the taxes would be charged at our closing 2 days later. A call to the title company results in over an hour on hold with no answer. Emails and phone calls to XXXX XXXX go unreturned. 
4. An accurate itemization of settlement charges -- We reviewed with our usual mortgage guy who has been in the business over 20 years and he couldn't make heads or tails out of the jumble of numbers and how they compare to what is actually reflecting in our account. I have closed on 8 real estate loans and never have we not been able to understand what happened. The Itemization of Settlement charges says final loan amount {$460000.00} and the Closing Disclosure says {$460000.00}. I would like to understand how we got to that difference. 
5. A refund of the {$1200.00} in escrow that was debited for our account or a detailed explanation of why Freedom believes they are entitled to our escrow balance.

6. The closing documents talk about an Judgement/Debt paid to Freedom ( line 106 in the amount of {$3500.00} ) and then on line 214 a " Previous Escrow Credit '' in the same amount. I asked about this on XX/XX/XXXX and did not get a response. Can you please tell me what this debt and escrow credits is for? It looks like the payoff amount on the settlement statement is {$3600.00} more than we owed. Line 106 is supposed to be for City/Town taxes, this doesn't make sense to me. Please advise. I assumed this was escrow that would come back to us, am I correct? 
2. In the closing disclosure we were charged {$2900.00} for XXXX  County Taxes. This same amount was taken from our existing Freedom mortgage account on XX/XX/XXXX ( 2 days before we closed ). So we have overpaid taxes by {$2900.00}. Who has this money and how do we get it back?

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