Mortgage -- Trouble during payment process -- Complaint #13351575
Complaint Overview
Complaint ID: 13351575
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Texas
ZIP Code: 77494
Date Received: 2025-05-05T12:00:00-05:00
Date Sent to Company: 2025-05-05T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I am writing regarding a concerning issue with my mortgage account. On XX/XX/XXXX, I received an email from Freedom Mortgage titled Confirmation of disbursement for your taxes and insurance, stating that a payment of {$6000.00} was made to XXXX XXXX XXXX XXXX, my homeowners insurance provider. However, I had already paid {$4800.00} directly to XXXX for my XXXX homeowners insurance. I am confused and concerned as to why a second payment was made from my escrow account. This escrow account was opened recently without informing me. Here is a summary of what happened : I called the Freedom Mortgage Insurance Department and spoke with XXXX ( ID : XXXX... ), who informed me that a request for payment was received from the insurance company. When I asked for proof of this request, she stated she could not share documentation, and said she would connect me with XXXX. After a brief hold, she claimed XXXX customer care department was closedthis was around XXXX XXXX XXXX on Monday. I then contacted XXXX directly. Their customer support confirmed they were still open until XXXX XXXX XXXX. They also confirmed : A policy declaration had already been sent to Freedom Mortgage. No payment request was made to the mortgage company, as I am responsible for paying the premium directly. I previously experienced an issue with Freedom Mortgage regarding a brief insurance lapse and escrow account error last year, which was only resolved after multiple escalations. I kindly request a full investigation into this matter and a refund or correction of the disbursed amount. I would also appreciate a written explanation of why this payment was made despite my direct payment to the insurer. Also attaching a letter from mortgage company which stated that " Please note that the account is not escrowed for insurance, and it is your responsibility to make the payments. '' Please treat this as urgent and let me know the next steps to resolve it.I can provide me loan number if you need it. Sincerely, XXXX XXXX
Frequently Asked Questions
What is Complaint #13351575 about?
Complaint #13351575 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-05T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.