Consumer complaint received 2022-09-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: TX

Complaint narrative:
The following message was sent to Freedom Mortgage : In XXXX we refinanced our home right about the time XXXX XXXX  and Freedom Mortgage were merging. The entire process was a nightmare with the worst part being the homeowners insurance part of the paperwork. It was such a cluster that we almost were not able to close in time causing our interest rate to increase. 

Our homeowners insurance was due right about the time we were refinancing. XXXX XXXX  paid the homeowners insurance invoice in full before the refinance was complete. As part of the paperwork for the refinance, we had to provide proof that it was paid. Even though XXXX was now Freedom, they could not or would not share the records. We had to jump though many hoops, send many emails, have my insurance agent sent many emails and even have my insurance agent on a three way call with your company say out loud that the account is current and paid in full for one year with the policy covering dates XX/XX/XXXX to XX/XX/XXXX. THIS PROCESS TOOK 20 DAYS ( XXXX to XX/XX/XXXX I have the email chain If you like ) FOR FREEDOM MORTGAGE TO GET IT RIGHT. Despite your best efforts to loose a customer, on XX/XX/XXXX the refinance was official. 

Fast forward to XX/XX/XXXX when I get a call from my insurance company saying my policy is in danger of cancelation since it hasnt been paid out of my escrow account like it should have. I called Freedom Mortgage and the agent stated they had not receive the invoice from XXXX XXXX  XXXX but agreed to call my agent and make the necessary arrangements. I got a call back from Freedom Mortgage stating they have the information they needed and would be rushing/overnighting a check. XXXX XXXX XXXX agreed to notate the account with the details and extend my coverage while waiting for the check. During the course of the conversation, the Freedom Mortgage agent also let it slip that we were already being charged for Freedom Mortgage Backed Hazard Insurance since XX/XX/XXXX to the cost of {$950.00}. I was traveling so Id have to deal with that alter. 

Fast forward again go XX/XX/XXXX. While traveling for business, I get a call from my wife telling me we are being charged for Freedom Mortgage Backed Hazard Insurance since our insurance had lapsed. I called my insurance agent to see what the deal was and his office confirmed that the Freedom Mortgage never submitted the payment like they said they would ( huge surprise ) in the conversation on XX/XX/XXXX. My insurance HAD NOT LAPSED, but it would soon, so I switched my payment to month-to-month and paid the XXXX and XXXX bills on my debt card ( {$430.00} ). I then proceeded to call Freedom Mortgage once again to see what was going on. They agent stated that Freedom Mortgage never received the invoice so nothing was paid. Again the Freedom Mortgage agent called my insurance agent and made the necessary arrangements. I got a call back from the Freedom Mortgage agent and would not let him disconnect the call until he could confirm for me that the invoice was received and the amount due. He was able to do so an the full invoice amount was later paid on XX/XX/XXXX and received by my insurance company shortly after that. An escrow refund for {$86.00} was also applied to my account for the second round of Freedom Mortgage Backed Hazard Insurance that was added in error. 

In the end, I have proof that I was fully insured by XXXX  XXXX XXXX from XX/XX/XXXX to current date and should never have been charged the {$950.00} for the Freedom Mortgage Backed Hazard Insurance. I would like a credit refunded to my escrow account in that amount. 


Timeline : XX/XX/XXXX : 1-year Insurance Policy paid by XXXX XXXX  XX/XX/XXXX : Freedom Mortgage refinance complete. 
XX/XX/XXXX : Freedom Mortgage charges me for their own insurance. 
XX/XX/XXXX : I get a call from my insurance company and make arrangements through Freedom Mortgage for payment which never happens. 
XX/XX/XXXX : I get mail from Freedom Mortgage stating we were being put on Freedom Mortgage Backed Hazard Insurance again. I call insurance company and make arrangements through Freedom Mortgage for payment again. 
XX/XX/XXXX : Payment received.

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