Consumer complaint received 2021-11-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On XX/XX/XXXX, I purchased a new home from XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I used the builder 's financing program as it was a good offer. Upon closing I received documentation that the mortgage would be serviced by XXXX, Acct # XXXX. I elected to voluntarily escrow for property taxes and home owners insurance. Everything was fine until XX/XX/XXXX, when I received notice that it was being transferred to Freedom Mortgage, XXXX # XXXX. 

On XX/XX/XXXX, with no attempt to contact me, Freedom Mortgage sent me a check in the amount of {$4600.00} stating that I was over paying on my property taxes because it had completed an escrow analysis and my property taxes were only {$70.00}! Would that be true, I would be thrilled. I phoned Freedom Mortgage Customer Service and spoke to a representative who asked if it was new construction, yes I replied. He then said to deposit the check, call back and give authorization to Freedom to withdraw the money from my checking account. I promptly replied NO. I did not know this company or its track history for competency and feared it would get into a circular route of sending the money back and redepositing it. I have also been hacked and don't give out that information to anyone. 

I made numerous calls to the Customer Service line got a variety of representatives who gave me different answers and no one seemed to know what was going on. This added to my frustration. When I spoke with one representative about the next review of the escrow account, his response was not until XXXX, XXXX. Taxes are due in XXXX XXXX, Florida  in XXXX. He neglected to tell me I could request an emergency review. I sent numerous letters to a variety of XXXX XXXX XXXX to no avail. Finally, in desperation, I called again and spoke with a representative that informed me she would request and emergency review, that was sometime in the middle of XXXX. 

In a letter dated XX/XX/XXXX, from Freedom Mortgage, it finally admitted that it had made an error and I should redeposit the funds in the escrow account. It took them XXXX  months to discover it's mistake. By the time I received it, I had already paid the property taxes to the Tax Collector of XXXX XXXX in the amount {$4100.00}. I did not want a tax lien levied on the property. I sent a certified mail, return receipt requested, letter enclosing copies of the paid taxes, to Freedom Mortgage, XXXX XXXX XXXX, XXXX, Indiana, XXXX, enclosing copies of the paid bill. 

Not hearing anything from Freedom, I called to make sure that they had in fact received the copies. I was connected with the Tax Department of Freedom Mortgage and spoke with XXXX who indicated that they had received the letter but no enclosures. To me this was nothing more than holding me hostage for a problem Freedom had created. In other words, go away, and replace all of the escrow funds because Freedom had electronically paid the taxes even though there were no funds in the account. She then told me I should contact the Tax Collector of XXXX to obtain a refund. When I called the Tax Collector of XXXX, I was informed that it had electronically rejected Freedom 's attempt to pay the taxes, and that the Tax Collector of XXXX does not accept double payments. I called XXXX back and was informed of a fax number that I could resend the information to the Tax Department. She indicated that it would take XXXX  days to conduct adequate research. On XX/XX/XXXX at XXXX PM I faxed the required proof of payment. 

I am a XXXX XXXX  and have new and challenging XXXX XXXX related to aging and decided to sell the home as I could no longer maintain it. It is currently under contract and slated to close XX/XX/XXXX. I need every available dollar to use to buy into an XXXX XXXX XXXX and do not want to have this closing held up due to Freedom 's obvious error. 

I find Freedom Mortgage as a servicing agent to be arrogant, inept, incompetent and not at all customer friendly.

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