Consumer complaint received 2024-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Freedom Mortgage Company
State: FL

Complaint narrative:
On XX/XX/XXXX, I contacted Freedom Mortgage to schedule an inspection so funds can be released to our General Contractor ( GC ) so our rebuilding can continue. I was informed it will take 8-10 business days for the inspector to contact our GC to schedule the inspection and submit their report. 

The inspector never contacted our GC. 

On XX/XX/XXXX I emailed our Loss Draft Processor ( LDP ) of Freedom Mortgage, XXXX XXXX, regarding the delay. He replied that the inspector was still within the 10 business days timeframe. 

On XX/XX/XXXX, the 10th business day, I called Freedom Mortgage to inquire about the inspector never contacting our GC to schedule an inspection for the 2nd draw process. 

The Loss Draft Rep ( LDR ), XXXX, of Freedom Mortgage stated the inspector already submitted his/her report with pictures on XX/XX/XXXX. I informed the LDR XXXX that this was an error or falsified report as the inspector never contacted our GC to inspect the building site. 

I asked for escalation to upper management and LDR XXXX stated she has put in notes and management has 24 hours to respond. I had replied that I wanted a call by management by End of Business ( EOB ) XX/XX/XXXX. I informed her that since all calls were recorded they should have that on record. I have also asked to speak directly to our LDP, XXXX XXXX, and was told she could not transfer the call but placed me on hold to message him to call me. He never did. 

I sent follow up emails on XX/XX/XXXX and today, XX/XX/XXXX, to LDP XXXX XXXX and copied the Loss Draft Department. No response received. 

We have been displaced from our home since XXXX XXXX ( XX/XX/XXXX ) as our home was damaged, destroyed and deemed unsafe to live in by XXXX XXXX, FL. 

Our insurance company, XXXX, paid out our policy completely so that we could start the rebuild process. Our house had to be demolished and rebuilt from scratch. All funds were submitted to Freedom Mortgage. 

We have been paying both rental costs as XXXX as mortgage payments along with all other living expenses and bills. 

We have been compliant with everything Freedom Mortgage requested to ensure that the funds will be released to give to our GC to continue with the rebuild process. So far we have only received one draw payment {$17000.00} mid/late XX/XX/XXXX, after the first inspection in XX/XX/XXXX. 

Our GC was ready for the 2nd Inspection so I called Freedom Mortgage on XX/XX/XXXX to have the inspection ordered and I was again told that the inspector will call our GC directly to schedule ( as Freedom Mortgage has no control over the timeframe since the inspection is done by a 3rd party inspection company ). 

The inspector never called our GC to schedule the inspection. 

Our insurance company XXXX XXXX XXXX paid out our policy in its entirety ; yet, the one delaying our rebuild is the mortgage company, Freedom Mortgage. 

We have been displaced from our home over a year and 5 months now. We just want our house finished so we can return home.

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