Consumer complaint received 2022-09-15
Company: Freedom Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My mother had a VA mortgage through Freedom Mortgage when she passed away in 2020. I called Freedom Mortgage to notify them that she had passed away shortly after and was simply asked what my plans were with the home and that was that. Fast forward over a year later I called them with a question about the mortgage and they had no record of me ever calling them to notify them that she had passed away. It was during this second phone call that they told me I needed to send in documentation to see if I was a Successor in Interest. I sent all of the requested documentation to them and received a letter sometime later confirming that I was now a Successor in Interest on the account. In XXXX of this year, I sold my mother 's home. I received a letter dated XX/XX/XXXX from Freedom Mortgage confirming the mortgage had been paid off. A week or so later, I received a letter and a payoff refund in the amount of {$1800.00} ; however, for some reason the check was made payable to my mother. I first contacted Freedom Mortgage about this on XX/XX/XXXX and spoke with a XXXX. I informed him of the situation and asked if there was any way that the check could be reissued in my name since I am on the account and with my mother being deceased, I have no way to tender a check in her name. He informed me that he would put in a request for stop payment and to have the check reissued in my name. A couple of weeks later, I contacted Freedom Mortgage again to follow up. This was on XXXX and I spoke to XXXX, badge # XXXX. I was told by her that they couldn't reissue the check to me and that they had mailed out some paperwork to me on XX/XX/XXXX regarding having the funds XXXX deposited to my account and that I should wait until I received this documentation. I never received this documentation, instead, I received a letter dated XX/XX/XXXX thanking me for contacting Freedom Mortgage. After a few more weeks of not hearing anything, I called Freedom Mortgage back yet again and spoke to XXXX, badge # XXXX. XXXX informed me that she didn't see anything in the system showing my request was previously submitted and that she was going to put in a request that day to stop pay the original check and have a new check mailed to me. She told me I should have the reissued check by XX/XX/XXXX and, if not, to call them back. On XXXX, Freedom Mortgage actually reached out to me. I can not locate the information regarding who I spoke to, but she was calling to let me know that they couldn't reissue a check to me and that they were going to XXXX the refund of {$1800.00} to my account and obtained the routing number and account number to do so. I asked her how long this would take since I had already been waiting over 2 months for the refund and she stated the funds should hit my account by XX/XX/XXXX. Today, XX/XX/XXXX, I received a letter from Freedom Mortgage dated XXXX letting me know that they can see I haven't cashed the original refund check issued to me in XXXX and that I should since the check will void after 180 days. I called Freedom Mortgage back yet again and spoke with XXXX, badge # XXXX. Once again, I explained the whole situation and she stated that she could see the order was just created on XX/XX/XXXX with an estimated completion date of XX/XX/XXXX. I am beside myself that it has taken this long, this many phone calls, and so much of my time and here, almost 3 months after selling my mother 's house, I still have not been able to get my refund back from Freedom Mortgage. There are no words to say how terrible the whole customer experience has been in dealing with this company. At this point, all I want is to obtain the refund that is rightfully due to me of {$1800.00} and put this whole situation to rest. I can honestly say, I will never recommend Freedom Mortgage to anyone and if I ever hear of anyone thinking of getting a mortgage with them, I will be sure to let them know of this entire experience.

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