Consumer complaint received 2024-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XX/XX/XXXX To Whom It XXXX Concern : I purchased a second home in XXXXXX/XX/XXXXThe mortgage is in my name and the deed is in my name as well as my daughters and son in laws. XX/XX/XXXXpurchased my loan from XXXX Mortgage XXXX in XX/XX/XXXX with my first mortgage payment due on XX/XX/XXXX. In the XXXX years that Freedom Mortgage has owned my loan there have been more than XXXX critical errors made in their recording my mortgage payments, their principal balance calculations and my property tax payments. I have made no less than XXXX phone calls to their mortgage and escrow departments to try to resolve these issues to no avail. Occasionally theyd attempt corrections that were also erroneous. Never have the appropriate corrections been made. I have included my email correspondences with Freedom Mortgage Red Flag Escalation XXXX, XXXX XXXX, who was also incapable of getting these issues resolved. XXXX then deferred to her boss, XXXX XXXX, who attempted to call me once while I was out and then never returned numerous phone calls from me with her answering machine repeatedly saying she was in a meeting. I then sent XXXX XXXX the forensic audit results, Id told her I was requesting and paying for, from an outside XX/XX/XXXXXXXX. I have heard nothing since from anyone at Freedom Mortgage Company. 

My issues : The very first tax payment to the XXXX of XXXX from escrow was for the correct annual amount. Shortly thereafter we started receiving threatening letters from XXXX, a company Freedom Mortgage uses to make tax payments, claiming they had paid my taxes for me in the amount of {$3600.00}. Obviously not the correct amount ( my parcels annual amount at that time was {$4700.00} ) and after several calls to them, Freedom Mortgage and the XX/XX/XXXXXXXX, it was admitted to be an error that no one could figure out how it happened but CoreLogic continued to send threatening correspondences until I told them I was sending everything to my attorney because I did not request or authorize such an erroneous payment. Since that first payment, every tax payment since has been in error and my escrow account has been incorrectly estimated leading to a higher than necessary monthly mortgage payment and no one seems to be able to get it straight. There was also an erroneous escrow account refund as a result and then there is the matter of double monthly payments at least XXXX times instead of crediting my principal balance as requested on every monthly mortgage payment check as well as requested by phone because of previous errors. 

In addition to my emails Ive included the results of the independent forensic audit of my mortgage principal balance prepared by XXXX XXXX XXXX, XXXX of XXXX XXXX, XXXX XXXX XXXX, # XXXX, XXXXXX/XX/XXXXXXXX. His summary of findings indicates an overcharge by Freedom Mortgage Company in the amount of {$9000.00}. Also included are several mortgage statements covering a short period of XXXX through XX/XX/XXXX. To help elucidate a few of the numerous errors made and attempts to make corrections that were in error as well. There is also supporting documentation showing my XX/XX/XXXXXXXX XXXX XXXX statement and XXXX of the threatening correspondences weve received from XXXX XXXX XXXX, XXXX. 

Please let me know if there is any additional information you require. I deeply appreciate any assistance you can give in getting this matter resolved. I am paying this mortgage off as soon as possible so I dont have a XXXX having to deal with these people any further. 

Thank you!

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