Consumer complaint received 2021-11-06
Company: Freedom Mortgage Company
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX my home suffered water damage due to frozen pipes. My insurance carrier covered my loss and began issuing payments. Some of the payments were in check form and included Freedom Mortgage as a payee. I contacted Freedom mortgage to see what they needed from me to process the checks. On XX/XX/XXXX two checks in the amount of {$8900.00} and {$14.00}, XXXX were received by Freedom mortgage in their mail room. The checks were sent with XXXX. I also sent in all photos and documents they requested. I have not received the checks back to date. I have been told that the checks were processing and would be overnighted to me, I was told there were issues with the checks, and also have been told that they were lost in the mail room. 

On XX/XX/XXXX XXXX XXXX from freedom mortgage told me she was sending an email inquiry to the status of my checks to processor XXXX XXXX and her two supervisors, XXXX and XXXX. I hadnt received the checks or any communication. I was told I would be contacted by XXXX. XXXX left a voicemail for me on XX/XX/XXXX saying there was an issue with the checks and asked me to call her back. I called back that day and spoke with XXXX. She informed me that XXXX XXXX left a note in my file that there was something wrong with the checks. XXXX called my insurance ( XXXX XXXX ) and asked that the checks be reissued. They told me to send in the new checks to them for endorsement. I never received any new checks nor did XXXX XXXX issue any new checks. 

On XX/XX/XXXX I called Feeedom to check on the status of my checks. I spoke with XXXX XXXX again. She stated my checks had been received in XXXX but had never been scanned into my file. She transferred me to a supervisor named XXXX. XXXX stated that my claim was classified as stamp & go. She stated she would contact the mail room to process my checks and would contact me by the end of the day. She stated my checks would be overnighted to me and that she would provide me with a tracking number. She said I should receive them within 48 hours. I never received any checks. XXXX never called back. 

On XX/XX/XXXX XXXX XXXX from Freedom called and left a message. He asked me to call him back. I called him back multiple times and left messages. I also sent multiple emails and he has never responded. My contractor is now threatening to file a lien for non payment because Freedom has not released the funds they have been holding. My contractor sent myself and XXXX an email regarding the lien and he did not respond. 

On XX/XX/XXXX I called my insurance carrier to see if they could reissue the checks in my name. I spoke with XXXX XXXX from XXXX XXXX and she stated that XXXX XXXX from Freedom had called into XXXX XXXX and asked for the checks to be reissued. XXXX stated that Freedom sent my checks to the wrong person and that person had cashed the checks. XXXX XXXX has images of the cancelled checks and states that they can not be reissued. 

Freedom mortgage has still refused to issue the insurance funds owed to me. I am at risk of having a lien placed on my property, and Freedom is ignoring my calls and emails. They are not acting in good faith and have placed me and my contractor in a very difficult situation. Work has been done on my property for several months now but I cant pay the bill because Freedom is refusing to endorse and return the insurance checks.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation