Freedom Mortgage
reviews & complaints

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.

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.

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.

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.

Currently, I am in a bit of a pickle. I spoke to a customer service representative about a mistake I made on my account. The mistake occurred based on bad information from the customer service representative guidance. I received a refund check from the home insurance company, that is being cancelled and wanted to make a payment for the new premium of 1,769. I was told I could do this online, and when I followed the instructions provided 4,140 was deducted from my account instead of the 1,769. When I realized what had happened, I called them immediately and they assured me they could fix it, and placed me on several long holds. Eventually, the call was dropped and I did not receive a call back. Today, I called and the representative was very nonchalant and told me I had to deal with the bank and do a stop payment. I immediately, escalated to a supervisor, as it was clear she did not and could not assist me. Thankfully, I talked to Maria rep-ID 5592 and we called USAA and got some holds removed from my account, and although it would take too long to get the refund from Freedom Mortgage, she was much more professional than the others.

Since I've had my load turn over to freedom mortgage it has been lots of confusion and poor customer. My loan was turned over in 2018 I believe. My wife started have major health issues which reduce our income substantially and we request a modification. It took a year to get approved, because of the representatives pushing back documents which they've received serveral duplicates of requested documentation. Both only revolved with the assistant of management.

And also confirmation that all documentation was received by management. Leaving them perplexed as to why I was rejection letters we sent for request documentation that was obtained. This has happened on two different occasions the second request for modification was after my wife had surgery and mostly May 2022 another surgery. We were told to do a forbearance and after apply for a modification after the forbearance. Which we did in November 2022. And once again we're going through the same exact thing. Requested 3 times that a manager call no 2/17/23 no call, second request was told that manger will call 3/7/22, and another request for manger to call the third week of March 2023. Have yet to receive a call back. Received rejection letters of documentation that has been confirm that has been received. It's been since November and this still has not been resolved. All we're trying to do is get back on track. This is ridiculous. From my understanding everyone is working from home so there's really no accountability regarding customers accounts.

Terrible Inadequate Service.

I am trying to do a mortgage recast to reduce my monthly payment.

Twice I was told the info would be emailed to me - it didn't arrive in 3-5 days. Called for the 3rd time, again no information how to wire the funds into FM and I was hung up on. She didn't call me back. There's no info online how to wire funds into FM from an outside bank. 3 people had no info either. Is this company legit?

There has been no qualified mortgage professional to speak with. No one knows how to do a RECAST and where to wire the funds - Routing #, SWIFT or IBAN and addresses aren't online. Worst service from a bank ever, and I didn't even ask to be a customer here - my loan was sold without my knowledge until after the fact.