Freedom Mortgage
Reviews and Complaints

Freedom Mortgage bought a my mortgage from my mortgage company approximately June or July 2024. My house had hurricane damage from Hurricane Ian since Sept 2022. My insurance company, Heritage, did NOT pay me a penny until Jan 2025. I had new Hurricane windows installed Dec 2022 and a new front door installed approximately March of 23.
I contacted Freedom Mortgage loss department and they told me they would send my overage writhing 8-10 days. They did NOT it took me calling numerous times to get it within 30 days. I asked for interest on my money and they would not give it to me.
I have had 2 inspections for repairs since Jan. They won’t turn money loose now because they are saying there could be a lien on my property. They said they needed. Title search. I paid an attorney to do a title search. Sent it to them now they are saying that won’t work for them to release the money for the roof, soffit and guttering that I had done.
This is a horrible company to deal with!

When I called in they ask for all kinds of information that you would assume would be asked from a fraud organization. I asked several times to talk to a supervisor and they want to know more information like social security number, loan number, person's name, address zip code all the information that you know they already have because they have identified you on your phone number.

My property is in AZ, where taxes are paod bi-yearly, 1st half and 2nd half.
I originated a loan with a lender, which was sold to Freedom Mortgage, back in 2021, as a NON ESCROW loan.
During June through early August, 2024, I was out of town, and had my laptop with me.
During this time, I knew I had to make my 2nd half tax payment, not having a secure internet connection, I waited to get home and pay it. When I arrived home, I found a lettter from Freedom Mortgage that they cancelled my escrow waiver, I immediately called to beg for mercy and send money to cover what Freedom paid, then the fun begins...
Customer service is nothing more than a firewall where you speak and nobody pays attention to what you're explaining.
I then made tax payments, which are not due as of the current time for FY 2024, to show good faith, after all, we're hunan and forget and make mistakes, right?
Another call to Freedom, another dead end, I pleaded my case to no avail.
Weeks pass, I get a call from Freedom, I again plead my case, the rep actually listened and noted money I sent to pay what Freedom paid on my 2023 taxes was applied priniciple! So, I made another payment, thinking all is good, wrong!
I get another call from Freedom, again same dog and pony show, however, the rep tells me to send proof of tax payments, to keep it short, I was told this 3 seperate occasions, in which I mailed via USPS .all documents to prove my taxes are paid a year in advance, each time I receive a letter of denial on removing the escrow account, and raised my payme ts by $487 a month!
On 12/11/2024, I finally spoke to a 'senior supervisor', I explained in detail how I have done exactly as instructed, she was very rude and told me that Freedom pays my taxes and insurance, which is blatant lie, as I have proof that I have always paid these items, so she transfers me to the property tax division, I speak with a man named Les, as I am explaing everything to him, I ask if what I'm doing sounds like that of a sane person, asking nothing more than to show some human compassion, after all, Freedom now has $2,500 of my money in escrow and I simply cannot afford to a payme t in excess $1000.
The phone went 'click', call ended, he actually hung up on me!
During this whole ordeal, I spoke with an attorney, he seemed puzzled on how escrow could be waived for a late payment on a partial tax payment. I was told he could resolve this matter, @ $375.00 an hour. Well, screwed again, it would cost over $4,000 to prove my case.
So now I am trying a last resort and filing with Arizona Dept of Insurance and Finance.
Its sad, middle of December, and I cannot afford the mortage payment and have Christmas, so now I've resorted to trying to sell my home!
Kicker, my home is worth $700,000 with a loan balance of $158,000. Naturally I'm retired, fixed income, stuck in over inflated economy where I've lost $$ in investments, things are tight, and Freedom Mortgage is so cold and non human.
In 64 years, I've never dealt with such cold unforgiving company!
Oh, I also own my vehicles with no loans, so yes, priot to 2020, financially I was secure.

Do not use Freedom Mortgage for all locations, very poor customer service personnel at all levels, even reported my experience with Freedom Senior management team, the upfront persona does not match the actions of this company.

In the event they purchase your loan, Sorry. They purchased our loan, now I have a much lower credit rating, due to their actions. Please, keep your sanity. DON'T USE FREEDOM MORTGAGE for any mortgage business. If you do, you won't be satisfied!

They will gaslight you with a fraudulent escrow analysis so they can keep more money in escrow than is legally allowed. Then, they make you pay more than is legally allowed each month and if you pay a late fee. All of their monthly payment amounts due are wrong and customers are over paying each month and in fees. They do not follow the federal laws.

1 had covic in december 2023 and my daughter was taking care of my payments. She sent it to indianapplis and it came back so when I got out I sent it through walmart I was very sick I passed out brok my ankle and had surgery my daughter took care of my bills I had tryed to email my check and it came back

So I had a late payment. If you could send a letter to me stating it was returned

Because of wrong address. I would sincerely appreciat it I ahve always sent my payments in mid month till I caught covic in november and went in th hospital in december. My deapest gratitude kenneth g. Pearce sr. [protected]@yahoo.co my doctors name who did surgery is dr mohammed hashem

We paid our mortgage to freedom in feb 2025 on time knowing we were going to pay it off later in the month. We received payoff amount thru feb 18, which we paid it off and acknowledged by Freedom. We asked about the overpayment made by us for Feb 1 - Feb 28. Since the payoff was made we are owed the interest paid from the 18th thru the 28th. Many phone calls, sitting on hold for hours on end, acknowledged by Freedom we were due the money, promised call back never happened. Now they are saying money owed was for Jan interest, which makes no sense, since we always paid each month on time.

I am a 100% disable war veteran. In March 2018 I forward all the necessary documents to freedom mortgage office DD214, Application for homestead exemption, and letter from Department OF Veterans Affairs showing my 100% servers - connection disabilities form Milledgeville, Ga, showing that I am exempted from paying any county or city taxes, the only taxes I should be paying is home insurance. I contacted the freedom mortgage escrow office at P. O. 22670 Rochester NY 14692 several times per conversations on phone and mailing the information to the Freedom Mortgage again. Because Freedom Mortgage made an error on my mortgage escrow account my monthly payments jumped from $713 monthly payments to $804.99 monthly payments starting in 04/01/2025. How can this be? A tax disbursement $271.15 was prayed to county of Baldwin County on mortgage statement 2/3/25 and 0n 1/16/25 $25 county taxes which the county and city stated that all refunds was returned to freedom mortgage. Now freedom mortgage on escrow account disclosure statement 2/03/25 is saying I have a shortage amount $709.97. and freedom mortgage still showing I am owing county taxes $ 25 due in Nov 2025. This is total unacceptable and unfair to the men and women who served this country. please get my mortgages payments straight.

Feb 3, 2025. I send in my insurance check from hurricane ian settlement. They told me I would have my overage check in 8-10 days. I still don't have my I durante check. I have called numerous times talmed. To. Several different people and I have been lied to told it we already mailed out etc. It hasn't been mailed out. I want my check plus interest on it. My overage check amount is approx $500,000. I have contractors hired to fix my house and I don't have the money to pay them. The overage amount is the money they got above the! Own amount t

I was notified of an escrow shortage in my mortgage. This has happened for two consecutive years. I am a 100% disabled military veteran who received property tax exemption effect 3/1/2022. On 11/20/23, I spoke with Heather, in the Freedom Mortgage tax department who assured me the shortage was not caused by my taxes. I was then transferred to Adiva, Employee# 02663. This person was rude, unprofessional and condesending. She seemed to get upset because I asked her a question. I want to know why I continue to have escrow shortages when I've not missed a single payment. If the 2022 shortage was resolved I fail to understand how it is possible to have yet another shortage of $3,000 (approx. amount) again. This is a significant amount of money and I need answers, and this issue resolved.

Freedom mortgage company gave us the wrong information for the allotments to be sent to. Instead of payments, it has been routed to Payoff instead. They did not return the money, they said it is sitting in a "pot". My husband has been going back and forth with Freedom Mortgage company, without any resolution. He has now had to pay the mortgage from personal funds to get us caught up. In 4 months, over $15,000 has been sent to them between the allotment and his own money. We are going on 4 months of being put in a financial bind and need this to be resolved as soon as possible. Husband is leaving in a few weeks and needs to be solved in the next few days.

Our insurance payment was sent to wrong address/wrong company

We were giving false information numerous times. And even BOLD faced lied to about a new check requested and overnighted to prevent our policy from being cancelled/expired!

End result their lie caught up and we had no insurance coverage on our home for over a month!

We HAD to get a new policy written because if all the nonsense and lies! And our company was actually asked to write a policy behind our backs and freedom would send payment immediately!

Our insurance co called so very disturbed

Who would have been responsible for the loss of my home if an accident had occurred? Your system covered the lies and told me I had insurance when I clearly DID NOT!

.

This cost us us MUCH headache and time and energy! I had to scream and DEMAND a supervisor because no one would let me speak to one!

I’d very much like someone in charge to call me to discuss the details and names of who all I spoke with and what I was told!

Shame on you! Disgusted by this whole saga

They do not post my payments on time. In some cases a month late. They are getting my credit ratings in trouble and charging late charges. They are very unorganized and their website is slow! I don't miss payments and they keep sending me notices about how we can fix your late payment problems! I called and they said they would fix the problem. But they keep sending me notices from FM locations all over the United States! They are a pain in the [censored] and I do not recommend them for home mortgages!

7/23-10/23 we have been working with loss mitigation and Georgia HAF and recently found out that we were denied HAF and working with freedom HAF felt as well as loss nut. Now they have out a sheriff sale in our home and never advised us of the foreclosure going resuming. We have been humiliated because of the notice on Zillow and never received notification from freedom. One day we are getting letters and same day calling and customer service telling us that we are in loss mit and not to worry. We are not being treated fairly and as a result we have been put in the newspapers for sheriff sale when we are being told we have a hard hold on any proceedings

A payment was made and Freedom states it was returned, my financial intuition has provided proof it was not. It has been over three weeks of going back and forth daily and being told my account is now delinquent. The customer service is absolutely terrible. No one is on the same page, absolute NO progress is being made and hundreds of dollars are just missing.

Absolutely would not recommend this company to any one for anything. If I was able to refinance with another company I would do it in a heartbeat.

I sent my regular monthly payment and then 3 weeks later got a letter in the mail that I had paid the wrong amount because my escrow had gone up (which I received no notice of despite them saying they sent it through the u.s. mail). They put the payment in a holding account and I immediately paid the missing amount but they still reported me delinquent and ruined my credit.

I called their office and the nice person said to email them and they should be able to fix it as I've been a customer for years and NEVER late. So I did and they refused to fix it. Believe the reviews of this company and avoid them at all costs. They are the worst company to do business with and are only out for themselves.

I am so fed up with Freedom mortgage. I have been waiting for my insurance check for over 3 months! I initially got my insurance check in May. I sent all the paperwork needed via Email and I sent my check. They ended up sending it back because “they didn’t have the paperwork” but nobody told me that I figured whatever they needed to do was done so I put it in my bank account. It ended up getting kicked out because it wasn’t endorsed. I called and asked why it was sent back without it being endorsed. They said I was missing the paperwork even though I sent it in via email. I had to get a new check from my insurance company and have to start the entire process over due to their lack of communication. This was in July! I overnight the new check on my own dine because I wanted my repairs done this summer! I called three times that week making sure everything was in order they said yes. That Friday I get a voicemail stating there sending the check back since it wasn’t signed. I told them that I was told by them and the insurance company not

to be endorse it until they did. I then got a response well it just depends. I paid almost $40 to overnight that check and nobody seemed to give

a damn. I still have not received the check that I was supposed to endorse. The customer service team is terrible. They make it sounds like your an inconvenience. So now it’s August I still haven’t received my check so I can do the necessary repairs to my home. It has been an absolute nightmare and I mean from the bottom of my heart I will never use freedom mortgage again and I will recommend my family and friends to not use them. It has been a horrible experience. 3 and 1/2 months of calling and wasting MY time for a check on MY home. They have “interest in my home repairs” Well if that was the case you would’ve had this taken care of.

On july 2023 we had a tornado that cause wind damage to my roof and siding,I called my insurance company which is Liberty mutual filed a claim about the damage.. Raymond from Liberty mutual is the guy that handling? My claim came out to inspect the damage estimate that the damage was going to cost $12,351.25 to repair.. on July 24, 2023, Liberty mutual issue a check to my fiancé and I with Freedom mortgage name on it to be endorsed by them.. my fiancé and I call Freedom mortgage to aware them of the check.. freedom mortgage told us due to The check being under $40,000. The only thing we had to send in Was the adjuster and the check. Which we did and they will endorse it and sent it back.. we paid for overnight mail and also paid for overnight for Freedom mortgage to return the check which total up to $56 bucks round trip… on August 11, 2023. The check was returned back to us from Freedom mortgage not endorsed… we call freedom mortgage the same day. We receive the check on August 11, 2023 letting freedom mortgage know the check was not endorsed… no one might not believe this but freedom mortgage told us the reason they did not endorse the check because we was not current with our loan payments at the time of the loss which is a bold face lie.. anyway my fiancé and I sent the check back out on Aug 21 2023 not endorsed through certified mail this time.. if freedom, mortgage doesn’t endorse the check by Oct 24 2023 before it expires to have repairs done before winter sets in with me and my kids I will be forced to take legal action… freedom mortgage seems to be big time scammers they take people insurance check and put it in their account and do gods knows what with it..

When Freedom Mortgage sold us to Truist I found out that Freedom had not paid our 2020 & 2021 taxes. We found out that Freedom had the incorrect parcel ID number on our address and had used our escrow money and paid someone else’s taxes. I have spoken to many Supervisors and get the same excuses & apologies. Truist has now doubled my mortgage payment since they used our entire escrow account to pay all of the back taxes. This is totally unacceptable and has been 10 months now. I have been making weekly calls and my stress level is through the roof. Someone from Freedom Mortgage needs to take responsibility and get my refund back in my escrow account immediately!

I thought I would be able to place the money owed from forbearance to the end of my VA loan but they said the VA didn't offer that option anymore but never told me that before I entered a forbearance. Now I have to pay an extra $800+ for a loan modification. After months of going back and forth with documentation and loss mitigation, I have still not received a final notice on the closure of my loan modification.

Jan 29th 2023 my husband passed away. I have had the property transferred into my name via a TOD on Feb 12, 2023. I sent the paperwork Freedom Mortgage asked for via certified return receipt. The TOD deed and my husband's death certificate.

I've e-mailed the same plus insurance paperwork at least twice and was assured that the matter would be expedited.

They can't do business with me because I am not authorized to be given any information, however I am making timely payments.

The escrow is being raised in error. Mortgage payment was $350.12 and now it is raised to $676.76. I've lowered the insurance payment for 2024 so there should not be an increase of such a large amount.

We had an insurance claim from hurricane ian, we have a mortgage, the check is made out to us and the mortgage company. We endorsed it and sent it over night. After 8 phone calls, talking to many people telling us different things, we received 2/3 of the check 45 days later. We had to fight for it, we sent the report by mail {keep in mind our county was destroyed, trying to find a post office was hard} we also sent proposals and many receipts from work already done. We did all that we could do with the money we got and had an inspection. We got an email stating only 53% was done and we will not be getting the rest of our insurance check until everything is completed. We do not have the money, we can not get a loan, we should not have to fight to get our home repairs with our insurance check setting there in their bank. After many, many phone calls, once again talking with different people being told many different things, doing everything they asked and more, still nothing. Now it's hurricane season again. We ended up maxing out 4 high rate credit cards to finish everything. We had another inspection. Got an email stating 100% completed, but, now they want more proposals,{the work is done... For what?} they want signed contracts which we never did, just paid the contractors when the work was done, got a receipt and had them fill out a waiver of lien, they have all that, there is nothing else I can send them. They are point blank not going to send us our insurance check. We are stuck paying high interest rate payments... We can not afford. At this point even if we get the check today, we have paid more that what is owed to us. Gone thru so much, so scared about hurricanes, fighting for my life with cancer, i'm loosing sleep, it's affecting our health, our credit scores, our relationship. I'm done!

There is not a week that goes by without me being in contact with this company. Unfortunately, I haven't been able to get a single contact person as they keep bouncing back the information I send for various reasons. The loss mitigation process took seven months, from April 22 to October/November 22. Starting in January 23, I was able to make mortgage payments again. I am feeling overwhelmed and confused because each customer service person tells a different story. At the age of 72, I have been dealing with the after-effects of COVID for over a year and a half. I have been receiving treatment for major depression, OCD, and panic disorder for more than 40 years. I moved into this home in 2019, exactly when COVID hit. Despite having a steady income, the current economic situation has been devastating for me.

If I didn't use their app, I wouldn't have known that my home was put into foreclosure. They have not sent any notifications except asking me to resubmit all my paperwork. I am housebound and don't have cable. I rely on my iPhone for everything, which becomes a nightmare when dealing with documents. Not a single person has been able to provide assistance. Each month that I don't make a payment, I fall further behind in arrears. The last payment I sent was on January 23, and they advised me not to send any more until the loan gets modified, which may result in lower payments. Could someone please help? I am a retired RN, and by the grace of God, I was able to work until 2010 before going on disability due to mental health and elder care issues with my parents. I live alone and have no assistance, and I feel that my age is being taken advantage of, which is discriminatory. I can make payments again, and I am still paying off debts from my parents' estate, which resulted from a reverse mortgage they had. I am currently in debt consolidation for that. Any help would be greatly appreciated.

Jane Dunn - [protected]

My name is Darlene Hood and my mortgage was just transferred to Freedom Mortgage in April 2023. When it was transferred I was on a CoVID-19 forbearance. I have requested an extension in May 2023 and received a denial for the extension. However , I have been impacted and still been affected by Covid-19. I would like to request reconsideration for COVID-19 forebearance due to the hardship related to Covid 19.

My claim was back in march i sent in my check and after three times of getting told different things to do with my check i finally got it back after 21 days. Now my repairs are done and i have had there stupid insection showing work is complete any the want send me the remaining balance that the have which is due from origanal check . this company needsto be shut for treating its customers this way.

I recently switched Homeowners Insurance and received a check back and sent the money back to Freedom Mortgage on 2/28/2023. They received the check on 3/2/2023 and processed it on 3/4/2023. Instead of applying to my Escow account like I was told by a Freedom Mortgage CSR to write “Escow” on the check, they applied it all to my mortgage. I paid my mortgage as I do every month. When I called, was told that the money would be moved over to my Escrow account. It’s now 4/27/2023 and I’m still calling Freedom Mortgage trying to get this resolved while still paying my mortgage. I’ve spoken to Supervisors who promise the issue will be resolved. I just got off the phone with Freedom Morgage and asked to speak to a supervisor an was told there were none available! The agent didn’t help only said he would be a request in to have the money applied to my Escrow account. This is getting ridiculous.