Consumer complaint received 2022-09-06
Company: Freedom Mortgage Company
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home was hit by a tornado on XX/XX/XXXX. I notified Freedom Mortgage that my house was involved in a tornado. They asked me if I started a claim with my Insurance company, I said yes, and that was all they asked me. My insurance company, XXXX did not offer or help me secure my house to help prevent any further damage. They said that there was no way to help me get 50 % down to get a roof started. 

The check was sent to me from Texas, using standard mail. I offered to pay for overnight, and I was told they could not do this. 

I received the check on XX/XX/XXXX. I took it to XXXX to have it over nighted to Freedom Mortgage in XXXX, Michigan. They received my check by XXXX the next day. I called Freedom Mortgage on XX/XX/XXXX afternoon to confirm that they had it and wanted to know the next steps and the processing time frame. They said the mail room had up to two days to process it. It was uploaded on XX/XX/XXXX. From there it went to their processing department. They would have up to 5 days. Since XX/XX/XXXX was the date it was uploaded, they said that day does not count as XXXX of the, up to 5 days. From Monday - Friday the XXXX, this was their, up to 5 days. I followed back up on Monday the XXXX and asked where my check was, The customer rep said she did not have any information at that time where my check was in the processing. I called back later Monday, still no information. I called Tuesday and they said it should be going to the next process sometime soon. So I called back later Tuesday with no update. I called Wednesday, and they said it got uploaded on XX/XX/XXXX, although that does not count as XXXX of the days for processing. 

I called every single day. I asked and begged if I could send them pictures. I didn't understand why they didn't have any pictures. My claim said, I had roof damage from wind. I told them everyday, NO, a tornado took my roof. My shingles, my plywood, and collapsed 4 rooms ceilings. I asked them why they wouldn't allow me to send them pictures. I just wanted everyone in their office to see why I said everyday that this was an emergency situation. That pictures might make them understand why they could help expedite the process. If it was 2-6 days, that maybe the pictures would help articulate my house emergency. I told them I did not understand why they were not doing all that they could, to help get me a roof and ensure no more additional damage. Every day someone said they would flag my account and clarify that I did not have a roof, although everyday, the person I spoke to said the same thing. 

Today is 63 days without a roof and 4 roofs ceilings. I have missed work when it was going to storm. I told Freedom Mortgage to pull up the weather in my area the past 63 days. I have had 6 emergency tarping services done. We have had a lot of rain and high winds, also including days that it hailed. I was told today, that I will have to go through this entire process again on my next drawl. Although getting me a roof is the emergency right now and should have been expedited to help protect my home. 

I have also filed a claim with, The Ohio Department of Insurance. Both my mortgage and Insurance company should have been WAY more proactive to protect my home. They are both invested in the damage and any further more damage. 

Attached are pictures of the damage done to my home and the numerous tarps that I required.

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