Mortgage -- Trouble during payment process -- Complaint #4876800
Complaint Overview
Complaint ID: 4876800
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 95747
Date Received: 2021-11-04T12:00:00-05:00
Date Sent to Company: 2021-11-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
We have an escrow account with Freedom Mortgage that has a balance of {$6000.00} as off XX/XX/XXXX. We received a noticed from Freedom Mortgage our homeowner insurance will expired soon and ask to provide proof of insurance in XX/XX/XXXX. We immediately contacted our insurance agent ( whom has been our agent for the past 10 years ) for our homeowner insurance declaration page and send the document to Freedom Mortgage. Our insurance agent also informed us our policy has expired XXXX XX/XX/XXXX at XXXX, I called to Freedom Mortgage to confirm they received the insurance declaration page. They confirmed the receipt of the declaration page but have not for some reason our escrow account is NOT set to pay for our homeowners insurance. The representative told me that they can overnight a check to insurance once they can get this resolve on their end. I asked to file a formal complaint and get this escalated to management and receive a call back about this matter because our property taxes is coming due in XXXX. I did not receive any response from Freedom Mortgage, therefore, I called again on XX/XX/XXXX. Talked to a representative name XXXX and XXXX to resolve this issue, file a complaint and receive a call back. No call back. Talked to our insurance agent XX/XX/XXXX since we have no homeowner insurance coverage as our policy expired XX/XX/XXXX and we have not heard back from Freedom Mortgage. We decided to pay our homeowner insurance policy with our credit card because there was no responds from Freedom Mortgage on when they will pay our insurance premium. If Freedom Mortgage does end up paying, our insurance company can reimburse us. I called Freedom Mortgage again on XX/XX/XXXX at XXXX and I talked to a XXXX. XXXX did not provide any useful information and can not confirm if they will send a check to our insurance and can not confirm our property taxes will be paid in XXXX. Again, XXXX said she will escalate this matter to her supervisor. After spending hours on the phone for the past week, we still have not receive any response from Freedom Mortgage about this matter. We do not know if our property taxes nor our insurance premium will be pay but Freedom Mortgage has over $ XXXX in our escrow account and continue to collect funds towards our escrow acct from our month payment. This is not acceptable business practice and is unfair to consumers.
Frequently Asked Questions
What is Complaint #4876800 about?
Complaint #4876800 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-11-04T12:00:00-05:00.
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.