Consumer complaint received 2022-07-14
Company: Freedom Mortgage Company
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/2022, we closed on a refinance of our home, taking out additional funds to pay off our creditors and consolidate our bills all to our mortgage. 

We refinanced our existing loan through our current mortgage providers, Freedom Mortgage Corporation. XXXX XXXX XXXX XXXX XXXX  ) was the company who processed most of the mortgage. They were given the cash funds for our creditors to be dispersed into checks. 

They dispersed 8 checks to us, from their XXXX XXXX XXXX on XX/XX/XXXX and all 8 checks were delivered to us via XXXX. Unfortunately, addresses with po box , which is every creditor we had, can only be mailed to by USPS. Our checks were stolen from the post office, we have provided memorandums from the Special Agent on the case ( at least 30 victims ), sheriff report, had a check returned for fraudulent use, demanded to cancel 7 of the 8 checks before they were cashed- this did happen once the fraudulent check was returned, but still too late as 2 checks had already cleared their bank. 

As of yesterday, the XXXX  of XXXX XXXX XXXX  informed me, after 122 days after the checks were issued, I believe USPS acknowledged that they were having an issue with an employee that was stealing checks and cashing them. Have you followed up with them to see if they will advance these fees? 

I am a victim of theft and the closing company/banking provider is asking me to get remedy with the USPS? Seems very dismissive. They also now are saying possible theft after proving with both law enforcement statements but also the other returned check for fraud. It is our money we are paying interest on, but since the money was distributed through their banking account, my hands are tied and at this point with the response I am receiving, I doubt any action is actually being taken. 

Here is a detailed timeline of events : *On XX/XX/2022 between the XXXX and XXXX we purchased 8 priority mail envelopes at the XXXX XXXX approved USPS office XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX counter. The employee stamped each envelope with appropriate postage. ( {$8.00} an envelope ). 

XXXX XX/XX/2022 I called the XXXX USPS office as all 8 tracking numbers showed XXXX movement. Was informed no envelopes at the facility. Was referred to the USPS at XXXX XXXX XXXX, XXXX, XXXX XXXX. I phoned the USPS with XXXX resolutions. 

XXXX XX/XX/2022 reached out to XXXX XXXX  to cancel lost checks, as XXXX checks were processed as payment through creditors and XXXX movement reflected on tracking information - told must wait 30 days. 

XXXX XXXX XXXX  XXXX XXXX  received returned check made to XXXX XXXX XXXX XXXX XXXX {$1800.00} ) for fraudulent activity causing for bank to investigate the other XXXX checks. 

*Upon investigation checks made to XXXX XXXX {$2700.00} ) and XXXX XXXX XXXX {$2400.00} ) cleared the bank on XX/XX/2022 ( attached copies of endorsements ). 

*The other XXXX checks ( approximately {$40000.00} ) were able to be stop payment and reissued. ( The originals are still lost. ) *At this time the stolen checks that were cashed was a total of {$5100.00}. 

XXXX XXXX ( Friday ) a local police report was made with the XXXX XXXX. They informed me it was out of their jurisdiction but still made a report. Case XXXX XXXX XXXX ( Monday )XXXX Sheriff contacts us to let us know the theft is part of a larger criminal activity and I would be getting contacted by a special Agent from the Inspector General. ( All of this correspondence was forwarded to XXXX XXXX  ). 

XXXX XX/XX/XXXX, the memo expressing our checks were part of this crime, from Special Agent XXXX XXXX XXXX was forwarded to XXXX XXXX 

We followed up weekly and never could get a straight answer or who was working our file to help get our stolen funds back. 

After months of different staff being assigned our case and another follow up from us, I was asked on XX/XX/XXXX if we had any legal documentation to provide to help support our case of theft. 

As of yesterday the VP sent the email I referred to in the beginning of seeking remedy with the USPS. 

The overall complaint- we still havent been refunded for the stolen money and now the company is suggesting remedies that are not only ridiculous but insulting. We did not get services paid for by this company. We are paying double payments as the money was to pay off a credit card and now it is also on my mortgage

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