Mortgage -- Trouble during payment process -- Complaint #4386524
Complaint Overview
Complaint ID: 4386524
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 92113
Date Received: 2021-05-18T12:00:00-05:00
Date Sent to Company: 2021-05-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
On Friday XX/XX/XXXX, we closed on a refinance with Freedom Mortgage. On Saturday XX/XX/XXXX, we received a check in the mail in the amount of {$3500.00}. I thought this was weird since there was no mention of this check in the closing of our refinance. I immediately called the closing department on XX/XX/XXXX at XXXX XXXX. I asked about the check amount and this check was explained to me per the letter attached, that it was a surplus, and it needed to be issued to me for payment. I was assured that I could cash this check and move forward with whatever I wanted to do with it. I cashed the check via mobile deposit with XXXX XXXX on XX/XX/XXXX. I did spend some of the money. On XX/XX/XXXX, I received a notification from my bank that the check was not honored. I called Freedom Mortgage immediately and explained the situation, I was put on hold for 3 hours! I hung up then I called back and was put on hold for another hour. I was told that this was a miss communication and that the money was needed to close the refinance and that the check was REVERSED without my knowledge or any from of communication. This left my account in a negative balance. I have a family of 5 and I have been asking my mother to borrow money for food, gas and bills. I have been without money because of this ridiculous mistake that I should not be punished for! I have been speaking to the escalation department to have at least {$1600.00} money returned to my account to bring it back to a positive balance. I have not received no answer as of today. I spoke to XXXX XXXX on XX/XX/2021 and was told that I would get a call back by XXXX, no call was returned. I called back today ( XX/XX/2021 ) I spoke to XXXX XXXX again and he has no answer for me as he has not heard from his upper management. He placed me on hold for 20 minutes before being transferred back to customer service. As we speak I'm still on hold to be transferred back to XXXX. This has been a grate frustration and this mistake is clearly theirs and they should be liable for this mistake.
Frequently Asked Questions
What is Complaint #4386524 about?
Complaint #4386524 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-18T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.