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

Complaint:
I would first like to start this off by stating we lost our home in a huge fire in XXXX and are just trying to rebuild. 
In XXXX I had called to ask how we go about getting money past the initial almost 59k to start the build. They explained when our contractor said we were almost to the 25 %, 50 % and 75 % we would need to call for an inspection. XXXX we officially broke ground for our foundation to be laid. XXXX our contractor said he felt we were at 25 % and that we should call for the 1st inspection, we had done all the cleanup and foundation. So, I called and they told me once they had it back that it would take a few days. I called on the XXXX of XXXX and they said that they needed to get ahold of the inspector because they needed more info and it would be done shortly. I called Yet again on the XXXX of XXXX to see if it was finalized yet and it still was not. So, I called on the XXXX of XXXX and spoke to a lady who told me our inspection came back at only 15 %. I did not understand because according to them my contractor would have the best idea of what we were at. So, I asked if she could call the inspection company to get more info. she said she was not able to do that but I could call them to better understand it. I also said I would like a copy of the inspection which she told me she would not be able to give me and I had to get it from the inspection company. I also asked to speak to a XXXX and she said that she could have XXXX call me back. I never received a call back for this. She did tell me she would put in an exception request for us to get more funds. I also asked for the inspection to be looked over again. XXXX our 1st inspection from the XXXX got looked over and came back at 18 % which was not the 25 % we were told we needed. We did get an exception check released for almost 30k on the XXXX. on XXXX I call for the 2nd inspection at this point we can not see how we would not at the very least be at 25 % we had the walls of the 1st story done as well as the garage poured. The inspection takes place on XXXX and on the XXXX it only comes back at 20 %. We do not understand how it could only be 2 % difference from our first inspection, with so much more done. I call and ask how it could only move 2 %, I am told yet again that it is not the mortgage company that makes the determination but the inspection company. but when I had called the inspection company after the 1st inspection, they told me it is the mortgage company who decides. So yet again I feel like I am not getting a clear answer. I asked to have it looked yet again because we did not think it was correct. I had also asked for a copy of the inspection as well. They also put in a thing where I was requesting more money even though we had only come back at 20 %. I have asked for our 3rd inspection on XXXX and it happens on the XXXX. On XXXX I got a text stating that my inspection results were available from my 2nd inspection being relooked at. I of course had to call and wait on hold before I get anyone. I am told that they looked at them again and we are actually at 32 %. At this point I am happy but also so frustrated that The EXACT same inspection with the same pics and info could come back so drastically different. I get told that they are sending 2 checks an exception one and the my 25 % one. they arrived on XXXX on XXXX I spoke to someone who said my 3rd inspection was done and we were at 50 %. They said our check would be approved and we would have it soon. I called on the XXXX to see if the check was sent yet and it had not been. XXXX told me the website was down indefinitely and she could not give me any info accept that we are at 50 %. I waited until the following Monday XXXX to try to call again. I called at XXXX and quickly spoke to a man who told me the website was still down. I asked when it would be up and he reassured me, that if I called in an hour, it would be up ... ... I called at XXXX and nothing, I would go through all of the prompts only for the other side to ring a few times and then tell me goodbye and hang-up on me. I called about 8 times over the next hour and literally got the same thing. How could thing be a thing when you have clients who need answers on their claims and you have no website up. I finally break down and just call the main # for my regular mortgage instead of the loss claim line, I am on hold for a while and then get someone who transfers me over to the loss department. I was on hold again for quite some time before someone picks up and tells me that their website is down indefinitely and I can just call back every hour to see if it's working again. I tell them what kept happening when I tried to call and they just said it's because they are having a system change over. This was extremely frustrating. I didn't know when or if my check for my money had been sent out yet. I waited until XXXX to call again, I got XXXX after being on hold a long time again. He now told me that my check got canceled and never was sent out. He also told me I now all of a sudden needed more documents that I never needed before to even get my check for being at 50 %. I was so frustrated and saddened to hear this. Here I am several months into this process and the mortgage company has already sent me 4 checks and now all of a sudden they go through a system change and they now require more stuff for me to get my money. Not to mention they canceled my last check and neglected to let me know this. I had been waiting for this money at this point like 2 weeks. I ask to speak to a manager and of course I don't get one, but i wait on hold for a very long time. He finally comes back and tells me his manager has approved the check for the 50 % completion and they would be sending that out asap.XXXX I call back in to see where my check is, I speak to a XXXX and she tells me my check will be sent out on the XXXX. I request to have a supervisor to call me back. I never received a manager call back. XXXX I call back again to see where the check is. XXXX tells me my check will now be sent out in XXXX days. I am obviously quite upset at this because I was told it would be sent out already. XXXX I call YET AGAIN I speak to XXXX who told me my check just got processed the day before and it will be sent out and take 7-10 business days to get to me. I ask if they can expedite it to me because it has now been a month, she tells me I can purchase a expedited envelope for something like 10 bucks. At this point I ask yet again for a manager, I wait on hold for a long time before one comes on, our call got dropped and he calls me back. To my surprise XXXX tells me that my check was processed the XXXX and was sent out this day the XXXX. So, to recap this last bit with my 50 % inspection. I called for it on XXXX it took place on the XXXX and results on the XXXX. The check was supposed to be sent by the end of the month I have called and spoke to too many people now about this. As of today XX/XX/XXXX I have yet to receive my 50 % check from XXXX the start of the process. I have called the company so many times and pretty much at every turn I have been met with just more obstacles in order to get my money to rebuild. I am constantly putting out money out of my own packet to finish work because they can not send money in a timely manner, or look over inspections correctly. 
I have also asked for a manager to call me back on at least 5 separate occasions and have NEVER received one from a manager where I didn't wait for an hour on hold.

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