My mortgage loan was sold to Freedom Mortgage on XXXX XXXX, XXXX. I was notified in mid XXXX. Upon notification I called Freedom Mortgage to request that they pay my XXXX RE taxes from my escrow balance before XXXX XXXX so I would be able to deduct the payment on my XXXX tax return. They said they would not do it. I made several attempt to resolve this and finally was told my a supervisor named XXXX XXXX that if I personally paid my taxes that an escrow analysis would be performed upon confirmation from XXXX XXXX that the taxes have been paid and the funds would then be paid to me ; reimbursement by my escrow account held by Freedom Mortgage. I was concerned that I would not be reimbursed for many months but was assured by XXXX that the analysis would be performed promptly upon confirmation that my taxes were paid. This was late XXXX and I personally paid my taxes. XXXX would not give me her direct number or extension which I requested. I attempted to contact her by asking for her by name going through the customer service number. I was able to get through to her voice mail once and left her a message. XXXX did call me back and left me a voice mail but did not leave any information as to the status of my situation. I have XXXX other attempts to contact her and was refused by the agents to get transferred to her or her voice mail. I was told my XXXX of the agents that I would get a call back the next day regarding my situation. The call was never received. I called again today and again they refuse to transfer me to XXXX and that an escrow analysis would not be performed because Freedom Mortgage paid my RE taxes in early XXXX. So, a reimbursement would not be possible. Repeated requests to speak to XXXX were refused. The agent I am speaking to, as I write this, was able to get in contact with here while I was on hold but refused to transfer me to her or her voice mail. Horrible customer service experience as well as not following through with what they told me they were going to do. I am now at a loss as to how to resolve this. So, a timely reimbursement of my funds is now not an option. 
