Mortgage -- Trouble during payment process -- Complaint #13580291
Complaint Overview
Complaint ID: 13580291
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: California
ZIP Code: 931XX
Date Received: 2025-05-18T12:00:00-05:00
Date Sent to Company: 2025-05-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Freedom Mortgage company violates refinance agreement by increasing mortgage payment and impounding account while all payment performed in full. Issue Description This year starting from XX/XX/XXXXXXXX Freedom Mortgage company voluntarily decided to increase the amount of my mortgage payment from {$4100.00} to {$4400.00} ( XXXX XXXX XXXX ) which contradicts of refinance agreement where my mortgage payment is at fixed rate {$4100.00} during XXXX term of mortgage. This month mortgage statement ( XXXX XXXX XXXX ) show that Freedom Mortgage stated charging Escrow/Impound account {$240.00} additional monthly charges, which violates terms of refinance agreement, particularly Waver of Escrow condition ( XXXX XXXX XXXX XXXX XXXX ). Freedom Mortgage explained opening Escrow account because there was 1-month lapse in my homeowners insurance last year from XXXX through XXXX. It was just accident. When I noticed this lapse, I have resumed Homeowners insurance, and it is in place until now ( XXXX XXXX XXXX XXXX XXXX ). Nevertheless, to cover for this lapse Freedom Mortgage opened escrow account last year and charged {$180.00}, which immediately I've paid off in XX/XX/XXXX, and since then until now the balance on escrow is XXXX. Now they started charging escrow account again, and Ive filed several requests to Freedom Mortgage through their website Message Services asking to cancel these charges. They have opened case ID XXXX and case ID XXXX ( XXXX XXXX XXXX ), and these cases were resolved with statement that they are currently reviewing your account and will take the necessary steps to resolve the matter as soon as possible. You will receive response under separate cover. Meanwhile, it is already 2 weeks passed since official requests filed, and about 4 weeks passed since I called them asking to cancel excessive mortgage charges, but no effect so far, and they keep increased charges starting from XX/XX/XXXX.
Frequently Asked Questions
What is Complaint #13580291 about?
Complaint #13580291 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-18T12:00:00-05:00.
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.