Mortgage -- Trouble during payment process -- Complaint #5387641
Complaint Overview
Complaint ID: 5387641
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 95630
Date Received: 2022-03-30T12:00:00-05:00
Date Sent to Company: 2022-03-30T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This started at the end of XX/XX/XXXX when a supplemental tax bill was due and separately, when I spoke with one of their representatives regarding a refinance loan. First, I was under the impression that the mortgage company would pay that, but was not sure, so I sent a message through their website asking for clarification on whether that was the case or if I had to pay it. I sent this on XX/XX/XXXX hoping for a reply in the next couple of days since the bill was due on XX/XX/XXXX but I did not get a reply until XXXX. Since I did not hear from them by XX/XX/XXXX, I went ahead and paid the bill, only to find out on XXXX that they had supposedly sent a payment. Additionally, they informed me that because they paid this supplemental bill, the escrow portion of our monthly payment would have to go up to make up the deficit ( since there is a minimum amount of money required to be kept in the escrow account ). However, to this date, the county tax office still does not have any record of any payment sent by the mortgage company and as such I have requested that our payment go back to what it was previously. They have failed to respond to multiple messages I have sent with this request or asking what is going on with the payment at the county tax office has not received anything. Until yesterday, they had done nothing but simply said they would start looking into it. Then today I discovered that they sent another tax payment for a portion of the supplemental bills ( XXXX installments ), but not sure why that was sent prior to resolving the issue with the XX/XX/XXXX payment, which already included this. Secondly, we were considering refinancing our mortgage and made a call to them in XXXX to see what they could offer. The representative on the phone went through a series of questions and gave me some preliminary numbers. He asked if he could proceed with all of the info I had provided and do a soft inquiry on our credit report, and I said that as long as it was a soft inquiry, that would be ok. A few days later, we received a new loan document package for a loan application that was open on our behalf and noticed that a hard inquiry had been placed. I never authorized this, but they pointed the finger at the credit bureaus and the bureaus pointed the finger back at the mortgage company with no resolution.
Frequently Asked Questions
What is Complaint #5387641 about?
Complaint #5387641 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-30T12:00:00-05:00.
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.