Mortgage -- Trouble during payment process -- Complaint #4453990
Complaint Overview
Complaint ID: 4453990
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Colorado
ZIP Code: 80104
Date Received: 2021-06-12T12:00:00-05:00
Date Sent to Company: 2021-06-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
MY mortgage was paid off/ transfer on XX/XX/XXXX. Freedom mortgage is still holding XXXX} in loss draft and have not released it. It has been six weeks and many phone calls with no help. Customer service has sent 3 emails requesting the money be released and returned. On XX/XX/XXXX the insurance department notified loss draft that Freedom no longer controlled the money and it needed to be transferred. As of today XX/XX/XXXX, customer service notified me that loss draft still had the money and they were emailing/ requesting the money be released. I spent 45 minutes with them. I started with customer service and was told I need to talk to loss draft, loss draft told me I needed to talk to customer service and transferred me back to customer service, they told me I needed to talk with loss draft. I explained loss draft had sent me back to customer service. Customer service then sent another email requesting they release the money. My understanding is that not one of the previous emails has ever been responded to. Each call assures me that the issue is being addressed and I will be receiving my money so I can in turn pay the contractor the remaining amount on the repair completion. Six weeks since my loan was satisfied with Freedom Mortgage and they are still holding my money. At best it will be another two weeks but I have no hope of that happening. All work is completed on my home and the contractor is waiting for the rest of the money. I am responsible to make that payment even when Freedom Mortgage feels they can hold my money. I informed each person I spoke with tonight that it was my last call with them and I would be filing a complaint because nothing was getting done at Freedom Mortgage to correct this.
Frequently Asked Questions
What is Complaint #4453990 about?
Complaint #4453990 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-06-12T12:00:00-05:00.
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.