Consumer complaint received 2017-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NJ

Complaint narrative:
Back to the end of  XXXX     2017 I recei ved an escrow analysis for my mortgage. I noticed that it did n't show my taxes owed for the quarter due  X/X/17  . I wa s concerned about that since m y Homestead Rebate  from my state should be deducted from that amount owed and it was a decent amo unt ( {$240.00} ) I called my mortgage company to make sure they have the correct amount to be s ent for my taxes owed  X/X/17  .  I spoke w/ XXXX  on  X/XX/17  . He told me the amount owed that 's showing is {$2300.00}. I told him that w as incorrect, that it should be {$2000.00} due to the reduction by {$240.00} from m y Homestead Rebate. I asked if they received notification of that from my town tax   collector. He told me it did n't show they had. ( I work for my town and spoke to the tax collector and she said it was sent out to them ) I asked  XXXX  if I could scan it and email it to them so they could make the correction and do a NEW ESCROW ANALYSIS for me since that is also incorrect because it shows the non reduced tax amount thus making my shortage higher.   He told me he would " have them run a new escrow analysis within a week. Almost a month went by and I had other things I had to deal  w/in my ho me so I completely forgot that I had still not gotten a NEW ESCROW ANALYSIS on  X/XX/17   so I looked up online my account w/my lender. It only showed the origina  l ESCROW ANALYSIS an no   note of a new  one being  done. It still also showed the higher mortgage amount owed for  X/X/17   whic h should be a bit less DUE TO MY REDUCTION IN MY   XXXX     TAX ES which changed the " shortage amount '' in my original escrow. I immediately called my mortgage lender on  X/XX/17  . I  spoke to  XXXX . Told her my problem, how I spoke to  XXXX  back on  X/XX/17  , my  tax amount owed for  X/X/17   wa s wrong, I had a reduction due to homestead rebate and  XXXX  told me I would have a new ESCROW ANALYSIS RUN WITHIN A WEEK. I told her I NEVER received that and  X/X/17   paym ent is still showing the higher amount, unchanged. She had me on hold f or 25minutes duri ng my work lunch break. She came back on the phone and said " I did find that it was put in for a new escrow analysis but it was denied ''. I asked her WHY it was denied and she said " a new escrow analysis could not be run until the  X/X/17   tax  payment was made, that had to happen first ''. I said WHY? That 's exactly the issue, you had the payment wrong, at the higher amount without taking off my homestead rebate amount ''. She just repeated herself than said to me " what I can do is put in another request for a NEW ESCROW ANALYSIS and put a rush on it ''. I said " so what  XXXX  told me back on  X/XX/17    was meaninless, he never did what he told me he was going to do? '' She said "  XXXX  did n't do his job, the analyis was declined ''. I than asked her- " if  XXXX   did n't do his jo b, how do I know that you 're going to do it? '' She said " all I can say is that I am putting in for a new analysis and requesting they put a rush on it ''. My other issue is, if the new escrow analysis  XXXX  requested was truly denied, WHY WAS I NOT NOTIFIED OF THAT FACT? This involves me be owed a credit on my taxes and I 'm getting a run around. I told her my  X/X/17   mortga ge payment is coming up fast, so can she guarantee that this will be resolved and corrected by than so my payment is at a lower amount? She said " all I can do is put the request in for a new analysis and ask that they put a rush on it ''. I am absolutely enraged over how this is being handled. I always pay on time, have my payments auto deducted, have a tax credit due me and I '' ve been ignored and now treated in such a way that it seems it of no urgency to them since I was completely blown off when I called back in  XXXX  on the  XXXX ,  2017.

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