Consumer complaint received 2021-06-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: MD

Complaint narrative:
We experienced water damage in our home due to a faulty water filter on XX/XX/2021. An adjuster came in from our homeowner 's insurance company and accessed the damage on XX/XX/XXXX. The insurance company issued a check on XX/XX/XXXX for the repairs based on their assessment in the amount of {$5200.00}, the check was issued to us as the homeowners and our mortgage company, Freedom Mortgage which is located in XXXX, MI. 

Once we received the check, I phoned Freedom Mortgage on XX/XX/XXXX to learn of the process to get their endorsement on the check. I was told by a gentleman named XXXX to mail the check to the Loss Draft Dept. and they would endorse the check and send it back. This process was to take 3-5 business days once they received the check. I specifically asked if anything else was needed and was told 'No '. The check was mailed that day. 

I called the Loss Draft Dept. on XX/XX/XXXX, to see if the check was on its way back to us and was told they needed a copy of the estimate from the insurance company. Initially, they said to 'mail ' it to them but not wanting to delay this any longer, I asked if there was an electronic way to get them the estimate, which I already had in my possession. I was told to fax the estimate to them. I asked why they hadn't contacted me to let us know there was missing information they needed and had not informed me of during the first phone call. Their response was that they had sent a letter which I had not received. This was the only thing they were waiting on, they said, and once received it would take 5-7 days to process. 

I attempted to fax the estimate to the number provided starting that day into the next morning resulting in multiple failed attempts. The fax number provided never answered. 

In the afternoon of XX/XX/XXXX, I called to inform them of not being able to successfully fax the estimate needed. I was then told, " Oh, that's strange, well you can email us the estimate ''. They also said once it was received it would take 5-7 days to process. I proceeded to email the estimate immediately following this phone call. 

I called on XX/XX/XXXX to check the status and was told the check was still being processed and should be completed in the next 3-5 days. The person I spoke with, didn't take her name, said she would escalate it. 

My phone call on XX/XX/XXXX, was the most disturbing as I was told they were still waiting on the estimate! After revealing the steps taken, reference from the above, they indicated, yes, they had the estimate but the check was still being processed and they would escalate it to the Processing department. It may take 7-10 days to process. 

Upon relaying this information to my husband, he called them back immediately and spoke with XXXX who said she would " push this issue '' and the check would be endorsed by the next day. In asking how we could expedite delivery of the check, we were told to purchase an overnite XXXX shipping label and send that directly to her via her company email. I purchased and sent the shipping label to her within hours. She did email a response indicating the shipping label was attached to my " claim ''. 

An email was sent to XXXX on XX/XX/XXXX to verify the check had been sent as promised but received no response. 

On XX/XX/XXXX, my husband called for a status, he asked to speak directly to XXXX. She told him the check is being processed and will take 7-10 days to be put in the mail at which time they will use the XXXX shipping label we purchased. 

Please note each phone call resulted in at least 45 minutes on hold prior to speaking to an individual. The last phone call was a 90 minute wait on hold. 

We have already had the repairs completed paying for the materials and some of the labor out of our own monies. We still owe money to the contractor who completed the work. Fortunately for us, the repairs were not hugely expensive but for a retired couple on a fixed income, we are relying on this check to pay off the costs incurred. 

The whole process of having to send a check through the mail for endorsement is archaic by today 's standards, also to be repeatedly lied to by the company who holds the lien on your home is extremely disturbing. This has led to unnecessary stress to myself and my husband and without any validity to the delay.

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