Consumer complaint received 2021-08-20
Company: Freedom Mortgage Company
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
My Home received an insurance check for water damage in the sum of $ XXXX done to my home. the check had my name as well as my mortgage companies name. 

I first called the mortgage company ahead of time to ask about how I go about getting this check cashed so I could pay my contractors to fix my home which was on subfloors for almost 2 months due to the damage while I have XXXX small children in the home. 

they told me I just needed to overnight the check to their loss department and then gave me the number and address of the department. 

after I mailed the check I waited approx 24 hours and called on XXXX to make sure it arrived. at that time the person who answered the phone stated there was no file built yet on the check and to call back in another 24 hours. 

I called back again to check on the status of the check. at that time they said they had a file built but im missing information on the claim. they then wanted the insurance adjuster report as well as the contractors agreement to fix the home. I emailed both items on XX/XX/. the person on the phone said it would take 24-48 hours just to receive those documents. 

I called back 0n XXXX and all they said was they received the documents but have not cut the check back to me yet. 

the weekend passed and I again called XXXX  and whoever I spoke with again said the check had not been cut. at this time I was getting frustrated and asked to speak with a supervisor. I was transferred to a XXXX XXXX. it was at this time I was told the reason my check wasn't cut was because I never originally signed the check. no one told me I needed to do so when I originally called freedom mortgage. I also dont see why I would have to sign a check thats for me to perform the repairs to my home first. in my mind they should sign the check and send it back to me so I can pay my contractors. XXXX then stated that the check would be under their control. and they would secure it in a secured escrow account. ( that just tells me they are trying to make money off of interest with it but thats just my mind doing what it wants ) after arguing over why this wasn't acceptable XXXX stated she would over night the check back to me to sign and send back to her as well as escalated my paperwork to be done quicker. I asked her to also send me a overnight return label as I already spent the money in the first place overnighting this check to them. she promised she would and said she would email me the label. 

I never received the label from XXXX I only received a generic procedure packet email on XXXX on XXXX at XXXX I still have not received any check nor have I received any label. I left a Voice mail and sent an email asking for both at this time and received no call or email back. 

I then called freedom mortgage again around XXXX and spoke with a XXXX XXXX XXXX after again explaining what I have been dealing with she stated that XXXX sent a request to escalate my paper work but that could take 24-48 hours to review and then it would still take 7-10 business days to get the check back out to me. I again stated why this was unacceptable and someone needed to get that check out to me. at this time XXXX stated she saw a tracking number was available for my check and emailed that over to me at XXXX on XXXX she also stated she would also send an email to escalate the process and try to expedite things. 

on XXXX  my wife received the return label to her email. 

on XXXX  after seeing no movement on the tracking of the check I again called Freedom mortgage and spoke with XXXX XXXX. XXXX again said the obvious and that she didn't know why the check still hadn't gone out and she tried to connect me with XXXX but XXXX didn't answer the line. she said best she could do was email again to try and escalate the process and would email the supervisor to call me and could email me back when there was a response. She then emailed me her contact information at XXXX that same day. 

On XXXX at XXXX I again emailed XXXX XXXX that there was still no movement on that check nor had I received any phone call from a manager. she then responded asking me for my load number to look up my file. I emailed back the loan number on Monday XXXX at XXXX also stating that there was still no movement on the check. at XXXX that same day XXXX then told me she had 0 updates on the check for me. 

it was at this time I emailed her back stating I was filing a complaint with the CFPB. 
my wife called on XXXX and managed to get ahold of XXXX XXXX and at this time she also stated we were filing a complaint. magically the check managed to get in the mail that same day and my wife received a followup call around XXXX XXXX from XXXX to reiterate the check was going out in the mail. 

The check did arrive on XXXX along with a letter stating I was missing the insurance report as well as the contractor contract all which were emailed the month before. 

the check went back into the mail signed the very next day with a 2 day air label as freedom mortgage didnt send me back an overnight label as requested. 

this company has been nothing but issues to deal with from start to finish and it wasnt until I threatened a complaint that they did anything

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