Consumer complaint received 2021-09-17
Company: Freedom Mortgage Company
State: MI
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My roof was damaged in a storm, for which I filed an insurance claim. The claim was paid as a two party check, which I had to send to the bank for their endorsement. Now they're refusing to release it. This is the timeline of events : XX/XX/2021 - Claim filed with insurance company ( XXXX ) for storm damage XX/XX/2021 - Inspection scheduled by XXXX ( completed by their preferred XXXX, XXXX ) XX/XX/2021 - Payment ( two-party check ) sent from XXXX ( {$7300.00} ) XX/XX/2021 - Call to Freedom Mortgage ( 8 min ) - confirmed details of process - they said " send us the check, we will endorse and return within 10 business days. '' Nothing mentioned about any additional requirements. 

XX/XX/2021 - Mailed endorsed check to Freedom Mortgage XX/XX/2021 - Work started/completed ( 1 day ) XX/XX/2021 - Call to Freedom Mortgage ( 16 min ) - checking status of check, had not heard from them, notified of additional requirements ( loss packet ) which was never sent, and never mentioned previously XX/XX/2021 - Received loss packet in the mail XX/XX/2021 - Call to Freedom Mortgage Loss Department ( 12 min ) - verify details of needed information for loss packet XX/XX/2021 - Email to Freedom Mortgage LD ( sent completed loss packet ) XX/XX/2021 - Automated confirmation response email received from Freedom Mortgage LD XX/XX/2021 - Balance sent from XXXX ( {$3500.00} ) XX/XX/2021 - Received letter from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 41min ) - confirming details of additional information needed for loss packet, mostly waiting on hold. They claimed to have attempted to contact me, though they could not verify any details of any such attempt. 

XX/XX/2021 - Email to Freedom Mortgage LD ( sent loss packet, additional needed info ) XX/XX/2021 - Gave check for balance to XXXX  ( {$3500.00} ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent XXXX  W9 ) XX/XX/2021 - Automated confirmation response received from Freedom Mortgage LD. 

XX/XX/2021 - Received another letter ( dated XX/XX/2021 ) from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 7 min ) - said they needed a corrected W9 ( a box was not checked ), also said they tried to email me at an incorrect email address ( XXXX, with a d instead of the second e ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent corrected W9 ) XX/XX/2021 - Received email from XXXX XXXX with FMLD stating We have been unable to verify the attached waiver of lien for XXXX XXXX XXXX with the IRS. Please have XXXX XXXX XXXX provide a verifiable W9 so claim may move forward. 

XX/XX/2021 - contractor verified information was correct, which I passed along to XXXX at FMLD via email, and have not received a response as of XX/XX/2021. Still awaiting payment of {$7300.00}. 

Apparently, Freedom Mortgage Loss Department is contracted to Proctor Financial. 

The XXXX  website is full of similar complaints about them : XXXX XXXX XXXX

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