Consumer complaint received 2021-06-01
Company: Freedom Mortgage Company
State: MA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
We are in the process of a re-build of my barn due to a total loss fire claim. We started the tear down in XX/XX/2021 and the new framework went up in XX/XX/2021, I had provided all required documentation to the Total Loss Dept at Freedom Mortgage and was familiar with their process : my insurance funds are released as the work progress is checked by a third party inspector hired by Freedom Mortgage - but I must call the Loss Draft Dept to request an inspection. On XX/XX/2021, I contacted the Loss Draft Department at Freedom Mortgage to request an inspection, which would then in turn result in the release of {$87000.00} the remaining funds left. Per their process, the inspector is supposed to contact me to schedule a time to view the property 's progress. No one called me in almost 2 weeks and I had these invoices to pay. On XX/XX/XXXX, I called the Loss Draft Dept at Freedom Mortgage and was told there was no need for an inspection as they would create an exception to release the funds based on the invoices I had in hand ( they require the vendor 's signature and homeowner signatures - which I obtained ). I uploaded them to their website www.insuranceclaimcheck.com, this was the same place I had previously uploaded required documentation. My calls to the Loss Draft Dept at Freedom Mortgage XXXX in detail : XX/XX/2021 - they told me the check is in process, XX/XX/2021 - I was told they switched servicers and are waiting for my documents to be transferred before they can process anything. I had previously sent them the adjustor 's worksheet and sent it to their new fax line ( XXXX ) XXXX, along with the XXXX invoices, XX/XX/2021 - I called to confirm the exception was in process to be approved their system did not have my information and the person updated it with an expedited exception request, XX/XX/2021 - I was told the exception was in process to be approved, XX/XX/2021 - I was told the check was waiting for signature, XX/XX/2021 - I was told the exception was not in progress and a check was not requested to be cut to me. I requested a supervisor and was told they needed proof the invoices were paid before they could release the funds. No one had explained this to me and she could see this in all the notes as I have called in for updates many times. I emailed her all the invoices showing paid, XX/XX/2021 I received an email from the same supervisor giving me an update that she will get in touch with all 4 vendors to confirm they were paid in full. She spoke with 1 - the electrician, and confirmed paid in full. She emailed the builder and a carpenter and cc 'd me - they both responded paid in full. She left the roofer a voicemail, he left a voicemail in return XXXX there is only a general voicemail inbox for the Loss Draft Dept ) stating the invoice was paid in full. XX/XX/2021 the supervisor did not respond to my emails requesting an update on the check - I called in and was told the exception was in process. XX/XX/2021 I requested and spoke with another supervisor and was told it will take XXXX business days for them to cut the check and they can't cut it any faster. It has been XXXX weeks at this point since I began the process to get reimbursed. XX/XX/2021 - I requested a supervisor and then asked for that person 's manager. The manager didn't see any of the notes from the other supervisor about contacting my vendors. She gave me her email address and I forwarded all of my emails with the supervisor from the Loss Draft Dept at Freedom Mortgage. She said they needed to confirm with the roofer first before all funds could be released - she called the roofer but he was on vacation. She said there was no record of his voicemail. She said she could cut the check the next day on XX/XX/XXXX if she could confirm the roofer 's invoice was paid in full. XX/XX/2021 - I could not get back in touch with the manager from the day before, but I got in touch with the previous supervisor and after many times being on hold she said she put an expedited request for the funds to be released but it would still be 7-10 business days and they could only send it to me via priority mail not overnight. I asked her how can I submit a complaint and she said she submitted a complaint for me and not to call back until Thursday, XX/XX/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