Mortgage -- Trouble during payment process -- Complaint #14987289
Complaint Overview
Complaint ID: 14987289
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Nebraska
ZIP Code: 681XX
Date Received: 2025-07-30T12:00:00-05:00
Date Sent to Company: 2025-07-30T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
We refinanced our original loan servicer ( Freedom Mortgage ) as we thought it would be a smoother process. We had multiple conversations on the phone in which it was communicated to us that we would get our escrow balance refunded to us in the form of a check after closing. This never happened and it was instead rolled into the refinance ( thus not showing an accurate amount of the total loan since it was communicated we were getting it back versus being rolled into the loan. The loan ended up being ~ {$540000.00} as opposed to the ~ {$530000.00} that was disclosed on the loan with about a XXXX credit that was communicated that we we get back. Additionally, in our prepaid section we paid ~ {$4700.00} for prepaids for property tax and those funds are nowhere to be found. We also paid ~ {$2000.00} upon closing on XX/XX/scrub>, 2025 for our " initial escrow '' account and soon after had the property tax come out of escrow XX/XX/scrub> 2025. We've talked to XXXX XXXX and only one tax payment was made for the XXXX installment, however, the escrow department at Freedom Mortgage claims that maybe two payments were made because there is a negative XXXX balance in our escrow account currently. We spent 5 hours on the phone with Freedom Mortgage on XX/XX/year>2025 where we were given the run around about where the missing {$4700.00} went. At one point we talked to a guy named XXXX in Escalations and he said " yeah there is definitely something weird here '' and then he put us on hold. After waiting on hold for an hour- he hung up the call and never returned anything back to us. We then called back and spoke with someone in XXXX in Customer Service Satisfaction who said they would get back to us and it should be resolved within a day. I received a response from him XX/XX/XXXX, that his team did not have an update. I proceeded to reach out to them on XX/XX/XXXX and XX/XX/XXXX to which I did not receive a response. All of these conversations are recorded per their quality assurance that they tell you about prior to talking.
Frequently Asked Questions
What is Complaint #14987289 about?
Complaint #14987289 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-07-30T12:00:00-05:00.
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.