Consumer complaint received 2025-07-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: MO

Complaint narrative:
XX/XX/scrub>XXXX XXXX XXXX catastrophic hail, tornado in XXXX XXXX XXXX My home with ~ {$75000.00} roof, siding, outdoor property damages.

XXXX XXXX XXXX met w General Contractor/ Project Manager to assist w XXXX XXXX Property Claim XXXX XXXX XXXX filed CAT insurance claim w XXXX XXXX XXXX 3rd party adjusters to XXXX XXXX XXXX XXXX XXXX XXXX

XXXX XXXX XXXX met w XXXX XXXX XXXX XXXX XXXX XXXX XXXX field adjuster. XXXX XXXX XXXX, damages and estimates documents provided to XXXX  desk adjuster.

XXXX XXXX XXXX XXXX XXXXurance initial check received ; called XXXX for specific information to get first draw insurance check to XXXX and returned to get CAT repairs started ; requested address to mail all required documents, provided my name, email, address and cell number for contact, FM asked and I permission for Freedom Mortgage to send endorsed checks directly to XXXX XXXX XXXX company to expedite getting home repairs completed. 

XX/XX/scrub>XXXX XXXX XXXX USPS overnight envelope w XXXX XXXX first draw check ( ~ {$45000.00} ), all documents provided from XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX to Freedom Mortgage w paid returned USPS overnight envelope XXXX XXXX XXXX, my endorsed insurance claim check, field adjuster CAT damages and estimates, USAA deck adjuster estimates, XXXX XXXX XXXX documents received.

XXXX XXXX XXXX I called FM LOSS DRAFT dept and was told the following : XXXX XXXX  check and documents received, XXXX XXXX processing for 48 hours, 7-10 business days ( XXXX XXXX ) FM endorsement of USAA insurance check would be returned to Twin Rivers Contracting in USPS overnight envelope enclosed w ; additionally given direct # 888-810-7318 for further assistance. 

XX/XX/year> after no receipts of insurance check and no FM updates called LOSS DRAFT, spoke XXXX (? ) XXXX who told me a completely different excuse why I hadn't received insurance check : XXXX ) XXXX 's insurance check was deposited into a FM account, but wouldn't disclose what day this occurred, XXXX ) XX/XX/XXXX, FM LOSS DRAFT dept re-processed the documents and would re-issue their own check in the next 8-10 business days, and 3 ) FM was in possession of the provided USPS over night envelope and would use this for mailing. 

XX/XX/XXXXXXXX XXXX XXXX XXXX ( XXXX ) days after a catastrophic event swept through XXXX XXXX XXXX did ~ {$75000.00} damages to my home and property, leaving my home exposed and compromised to continued tornadoes, wind and rain storms, and FM has slow walked getting that XXXX XXXX claim check to me so I may get my house damages and repairs started. NOW requiring me to file SUPPLEMENTAL INSURANCE CLAIMS for CONTINUED DAMAGES.

What is STATE of XXXX requirement to receive endorsed checks back from mortgage lender?

I am a Veteran, XXXX XXXX XXXX How many times do I need to call?

When will I receive updates, and this includes XXXX  not following up?

How many excuses will I hear?

How many times will I be told, " good luck talking to a FM supervisor ''?

How many times will I be told we'll expedite this claim?

What exactly are homeowners to do? 
I pay my loan on time and typically before due date each month! 
I pay more than required in my loan payment due each month! 

Just an Veteran XXXX, US Citizen, who pays lots in taxes, insurance premiums and works hard for a living, trying to take care of what my hard earned money affords and financial, insurance, and mortgage industries that receive their money on time BUT FAIL to protect customers as they swear they will do. I didn't chose FREEDOM MORTGAGE as a lender, per my prior complaints w CFPB, but somehow FM keeps acquiring my mortgage loans, then have the audacity to deliver negative-star reviews service. 

How is this allowed? 

Thank you for listening. 

XXXX XXXX XXXX

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