Consumer complaint received 2026-01-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Freedom Mortgage Company
State: GA

Complaint narrative:
I am submitting this complaint regarding unreasonable delay and mishandling of insurance proceeds by Freedom Mortgage, which has prevented repairs to my home and caused prolonged displacement for our family. 

My home has been uninhabitable since XX/XX/XXXX, due to major water damage. 

On XX/XX/XXXX, I submitted an insurance proceeds check in the amount of {$64000.00} via overnight mail and uploaded all required documentation the same day. I also provided a prepaid overnight envelope for the endorsed check to be returned to me. The representative I originally spoke with at Freedom Mortgage, along with the persons I spoke with on my next attempts of a status update, failed to inform me of an XXXX day processing time after receiving the check. 

Despite my attempts to get through this process so our family could return home, the check was not reviewed by Freedom Mortgage until XX/XX/XXXX, only after my third call requesting a status update. On my fourth call to Freedom Mortgage, I asked to speak with a supervisor, even after the operator couldnt locate XXXX on XXXX attempts of putting me on hold. I did not want a call back, because I knew the unlikely possibility of it, I asked to wait until a supervisor named XXXX XXXX who refused to provide his last name ) took my call. He then acknowledged that Freedom Mortgage exceeded its internal processing timeline and could not explain why the check sat unreviewed for over XXXX weeks. 

I was further informed that, only after my repeated calls, the check would now be sent to another department for an additional XXXX business days to print the check, followed by mailing time and bank processing delays. This means my funds will have been withheld for nearly a month or more with no proactive communication. 

Because Freedom Mortgage has held 100 % of these funds, I have been unable to pay my contractor or purchase materials to fix our home, all preventing repairs from starting. My contractor has moved onto other jobs and our family remains displaced from our home. I have incurred significant out-of-pocket expenses, and now face additional delays due to an impending winter storm in Georgia.

Freedom Mortgages failure to timely review, process, or communicate regarding these insurance proceeds has caused financial harm, extended displacement for our family, and increased unnecessary hardship during an already difficult situation. The delay in funds was acknowledged, while lacking empathy and resolve, by their supervisor XXXX, yet admitting to exceeding their own processing standards. I am a single mother working full-time, I shouldnt have to take these additional, time consuming steps to get the money sent to repair our home so we can return to our lives. 

Freedom Mortgage has now : Admitted the check was not reviewed for 15 days Admitted they exceeded their own processing standards Failed to provide transparency Failed to mitigate harm once aware Caused continued displacement for our family Thank you for your review, 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