Freedom Mortgage Mortgage Complaint

Freedom Mortgage Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account New York

Freedom Mortgage misappropriated a refund check from our insurance company to our escrow account to our principal. This was done even though we sent the check with a letter stating exactly where the money was to be placed. They gave us the language to use in the letter. This error was not realized until there was an escrow analysis done and we were notified that we had an escrow shortage. There was no way to access our escrow account on line and we were unable to see the running balance. We contacted Freedom Mortgage and they said they would investigate. Without contacting us they transferred money from our principal to the escrow account. This was an issue as they did not apply it to the escrow shortage account, therefore we were still showing an escrow shortage. This issue took 10 phone calls and 20 hours. We are still paying money to this shortage and we are not convinced that there is an actual shortage because they have not provided evidence. We asked to have our PMI removed and were told we needed to have an appraisal. We have paid for the appraisal from their providerand submitted to Freedom Mortgage. When


as an insufficient payment. Our -/-/- mortgage payment still indicates the payment required for PMI and we are still paying the escrow shortage!!!!!!. We have called every day and we are told that they are emailing the escrow department. There is no one to speak to. You can either get a very sympathetic customer service representative who tells you that they are sorry and they know that this is wrong, or you get someone who is very rude. If you ask to speak to a supervisor they put you on the phone with a deescalation member who is not a supervisor. There is no accountability with this company they give empty promises of sending e mails to the department that can help you and than you never hear back. We asked to pay our own taxes and insurance an we were told since our PMI cancellation was approved we were being released from that obligation. When we called to ask why our bill still has us paying taxes and insurance to escrow we are told they may want to wait a few months to make a payment in -/-/-? We never speak to a bank official we only speak to customer service representatives who have no definitive answers. This company is a predatory lender they use smoke and mirrors to misappropriate funds and they are not servicing my loan appropriately.