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1.2 142 Reviews

Freedom Mortgage Complaints Summary

7 Resolved
134 Unresolved
Our verdict: If considering services from Freedom Mortgage with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Freedom Mortgage reviews & complaints 142

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9:04 am EDT

Freedom Mortgage Payment not received

I been with Freedom Mortgage for sometime. I feel like I am going to cry they do not know what is up or down. I was working on a car loan and my new job. One customer representative says that I am current than other representative says I have not paid my mortgage in three months. I pay them every two weeks. Freedom Mortgage cannot find payments or apply the money to a wrong account. Then this causes be to have a late fee. When I legally changed my name they refuse to change my name on the mortgage. I had to send the documents to them five times. This company money blood suckers they nickel and dime you for every cent you have. The ethics and customer service are the worst. I spend my days arguing with them on the phone. I even get sick and stressed out with speaking with them.

Desired outcome: I want them to remove all late fees and refund to my account.

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jstaner
Durham, US
Oct 13, 2022 12:01 am EDT

Dear Annehu,

The exact same thing happened to me just days after you posted this comment. I live in Durham, NC. Supposedly 5-6 times between August 16th & 28th 2022, they called me to tell me that I was late. They automatically waived the late fee, but no one could explain the reason. The reason is that they received the payment on time from my bank account, returned to me just over a week later. I unfortunately hadn't noted this mortgage payment had been returned until 1 am on 9/1/22. Each employee to whom I spoke was very nice, except one manager. And that person seemed to take great pleasure to inform that my credit would be screwed up for 7 years by this oversight on my part supposedly.

Per their policy, they are supposed to leave a generic voicemail to call back (without revealing has to do with a payment). They leave plenty of vm's to sell me additional services, also text, and email. And when I block those other departments from calling them, they put 'Restricted' on the phone call to leave an additional voicemail. This very unhappy vindictive manager informed me to begin the appeal the process with the three credit bureaus. And so that same day I called each of them.

None was very helpful, except TransUnion. I guess that employee just took pity upon me and said your payment is shown paid for August, but if what I said was true that a couple months later this ding would show up on my credit report. Many those service level employees gave incredibly honest responses (because it should be known that Freedom Mortgage is gutting itself and moving most of their operations overseas). And this TransUnion employee said I have strong case to appeal the ding to come in the near future. He did acknowledge convincing all three credit bureaus will be a minor miracle, but he wished me well. I have not reported this to the NC AG Josh Stein (I should because Stein is fanstastic). Nor commented on any public forum until I got crappy electronic service again about payments today. The entry level employees that are in call centers for now in about 1/2 dozen cities in the US, including Jacksonville, FL, are not to blame for their awful website, payment system, and confirmation of scheduled and actual payments. The corporate overlords appear to have as little use for these employees as they do their customers.

Thank you and definitely feeling your headaches of 'My Freedom' which is that the thing (as if it is meant to be flag waving in the breeze) that appears when you are moving one part of the website to another. The irony of that internal feature is just hysterical and pathetic simultaneously.

Joe in Durham, NC

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jstaner
Durham, US
Oct 13, 2022 12:04 am EDT
Replying to comment of jstaner

And in reality, I meant to post this other user, but that is ok, but I can't remove it so I will post it again. No regrets in sharing what I did (just the wrong complaint, but payment not received is very similar).

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Tee Zellous
, US
Jan 07, 2023 4:04 pm EST
Replying to comment of jstaner

Please do not call, fax or email Freedom Mortgage from this point forward. Send all letters via United States Postal Service. You can Thank me later! :-)

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5:57 am EDT
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Freedom Mortgage Unfair charges

Don't ever do business with Freedom Mortgage! They will rip you off with their $300.00 up front appraisal fee. I paid the fee and later canceled the loan application. They would not give me credit for the $300.00, so I disputed it. Freedom Mortgage claimed someone came to our house and appraised our home.That was a lie! They couldn't provide an appraisal copy for me with the appraisal company or individual license number. No one came to our house to do an appraisal from this company. Now, we were cheated out of our $300.00. They are so dishonest. I would never recommend this company. They are liars! Now. I have lost my money, and you will too, if you ever cancel your loan application.

J. Madre

Swansboro, NC

Desired outcome: They refund the $300.00 charge for services that were not rendered.

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6:33 pm EDT
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Freedom Mortgage Modification Agreement

While everyone that I've spoken to is nice, no one can help me. I signed a Modification Agreement twice, and both times they didn't process it, giving me new bogus reasons each time I call. They have reported me to the credit bureaus in error, they just don't care! All I want is for them to process the paperwork they have!

Desired outcome: Process the Modification Agreement, stop giving me the run around and don't report me to the credit bureaus in error anymore.

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Tee Zellous
, US
Jan 07, 2023 4:07 pm EST

Please do not call, fax or email Freedom Mortgage. Please send all documents United Postal Service. Why? Because it's Federal. Watch how quickly they will respond, received documents! :-) Thank me later! :-)

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10:04 am EDT
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Freedom Mortgage Non-payment of homeowners policy.

Received notice of cancellation of my homeowners policy from state farm (policy# 20-cs-n483-4) in the amount of $326.00. This occurred last year also which I paid out-of-pocket and was later reimbursed by freedom mortgage. It is my understanding that the homeowners policy is to be paid from my escrow account within my monthly mortgage payments (loan no. [protected]).

Desired outcome: Please submit payment to State Farm immediately so I can avoid paying out-of -pocket once again.

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11:25 am EDT

Freedom Mortgage Escrow analysis / ethics / customer service

I have been fighting with Freedom Mortgage since February 5th about a simple MATH error THEY MADE, that I, the customer found and reported. They supposedly corrected this error twice, with conflicting information. They forced me to OVER PAY my mortgage in March because they refused to fix the error. I have called them every week, sometimes two or three times a week, to correct this issue and they just give me the run around each time. No one seems to know what is going on or how to do simple math. I have three escrow analysis and only one is correct and the one that is correct from 3/22 they have now changed on 3/30 and it is incorrect again. I am ready to go have a higher interest rate and pay MORE just to get away from this unethical company. Also their escrow team is VERY rude. I am very unhappy right now and want a resolution NOW. This has been going on for long enough and I am wasting my time dealing with a company that has not ethics.

Desired outcome: I want a credit for my overpayment in March, I want an accurate analysis. I, the customer, should NOT have to do their work for them, nor should I be treated with such disrespect when I have been nothing but a loyal customer since 2016!

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Fletch416
, US
May 06, 2022 9:37 pm EDT

Court is your only option. They are not going to fix your escrow. That is their slush fund, and self loan account. Thousands of mortgages with 2 extra months cushion. Now add on a basic math error… abracadabra, interest free loan that becomes pilfered through if you don’t catch it. I’d bet my life on the fact every escrow analysis error is in Freedom Mortgage favor.

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7:55 pm EDT

Freedom Mortgage Refinance

On or around 12/29/21 chose to have my refinance go through this company. I was told I would have Jonathan Michael Devin as the person who would be handling this request. My first request on 1/4/22 from Albena Cipolone for employment information. Dimitry Francois then Daniel Gannon started requesting. I gave all the information needed and was told to fix a paystub. No one seemed to understand I had become and independent contractor and the team who was paying me were also independents. Victoria Alvarez was the last to never respond on 3/10/22.

Desired outcome: A detailed explanation to why this was taking so long or an approval for this refinance once and for all by 03/30/2022.

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J. Madre
Swansboro, NC, US
May 25, 2022 6:04 am EDT
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I had the same problem. I waited 6 weeks for an appraiser, so I canceled the loan application. Now they say someone came to my house and did an appraisal. (It NEVER happened). They will lie and take your money!

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12:23 pm EST
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Freedom Mortgage Covid-19 usda mortgage recovery advance combo.

We took part in the program for a year 2020. At the end of the year, (2021), we contacted Freedom Mortgage about what steps to take. We were informed that we could add our payments on to the tail end of our loan, and have a reduced monthly price. We started the process, then received a letter detailing our reduced price once every thing went through. We received no more information. I contacted Freedom Mortgage two times trying to find out if everything went through, and when our first payment was due. We were told we would receive something in the mail, but "I THINK January is the 1st payment", is what was stated over the phone from one of their representatives. We were contacted after the beginning of January that we were delinquent on our 1st payment, so we would have to pay our original payment instead of the reduced payment. We talked with them off and on for a day, to the point where they had to admit that we were not properly informed. They restarted the entire process again. We have not received any information still, and are being called weekly to make a payment not at our reduced negotiated price. They tell us we were sent a letter, but no letter was received. I check my online account with Freedom Mortgage to see if any letter was generated concerning our account, but nothing new was generated about our decision. We are on a limited income, because of the pandemic, and we need to receive any assistance we can get. We don't want to have to give up our house, and we are willing to make payments. It feels like it is being engineered for us not to benefit from the COVID relief program concerning our mortgage payments.

Desired outcome: I would like to be informed properly about our negotiated price so that we can pay them, and keep our house, and not being submitted to these misleading business practices.

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JosieF
, US
May 10, 2022 10:56 am EDT

That have done this to us since September 2021. First an interest rate of 2.8 which we jumped on, no further info...even though I called weekly. Then they said we missed a payment and made a new offer of 3.17 We were not happy but it was till lower than what we had previous to covid so took it again. THIS TIME I asked exactly what to do and started to make payments on April 1st (as told). On April 20th they sent a whole NEW OFFER, this one at 6.0 rate! And this time the paperwork was send over within days! They are absolutely screwing customers. I has to be illegal. Start taking notes, I am sure we are not the only ones!

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2:47 pm EST
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Freedom Mortgage Return of funds for cancelled appraisal

I did a cashout refi in January 2021 and on January 27 Ms Jane Riley, my mortgage rep had $550 removed from my credit card to pay for my appraisal. Since the cancellation, I have received a letter from Freedom Mortgage that my cashout refinance had been cancelled. I waited for two weeks for the $550 to be returned to my account after which I emailed Ms Riley. In the meantime I have written her several times and I have emailed Freedom Mortgage and miraculously they have both disappeared from the map. I have NOT received any replies so I suggest that people do not use Freedom Mortgage as they may not be real. I thought only in Russia would you find that type of treatment. If Freedom Mortgage does not want to return my money, that is fine, God is watching. No acknowledgement ever received and of course no refund. I realize that these things take time (return of money) but not to acknowledge my communication is just not professional

Desired outcome: Return the $550.00 to my credit card

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J. Madre
Swansboro, NC, US
May 25, 2022 6:11 am EDT
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You'll never get your credit. I lost $300.00 to them, because they say they had someone come to our house and did an appraisal, but no one has been to our house to do an appraisal from Freedom Mortgage. They lie.

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6:00 pm EST

Freedom Mortgage Refinance

I refinanced a home loan with this company and they advised because the paperwork was received several days late they could not honor my original agreement. My rate was 3.2%. I used the notory they sent me. She as booked two weeks out they contracted with her to do my paperwork and send it. Now went to make a payment and the refinanced loan is no longer valid. I feel Freedom Mortgage is doing this on purpose because the new rates a much higher and they want the new rates. I am currently on hold with them now for over 45 minutes. This is what they do when they no longer wish to speak to you.

Desired outcome: Response and apology for all the time I used to resolve this.

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Tee Zellous
, US
Jan 07, 2023 4:18 pm EST

My suggestion, please send all letters to Freedom Mortgage via United States Postal Service. Please do not call, fax or email! Please understand the United States Postal Service is Federal which means you are submitting documents via the Federal Govt. Freedom Mortgage do not want to go to court of dishonestly. I promise you, you will get a response and more than likely the results you wanted! You can Thank me later! :-)

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8:02 pm EST

Freedom Mortgage Refinance

Let me tell you this mortgage company is horrible. The absolute worst. I’ve been trying to refinance since mid November. No one calls you or emails you back. On the closing day I had a POA to sign for my husband. They knew this. Come to find out they are supposed to have it on file before closing. Closing was canceled. I immediately emailed POA. Again no one from Freedom reached out to me. Finally got an email back stating that they were just waiting on a response from title company. I called title company and not only have they not received POA, I also learned they need the original sent to them prior to closing. Needless to say they lied to me. I sent an email to the CEO explaining my experience. Come to find out they could’ve sent someone to Texas for my husband to sign docs and I sign them here n Florida.No one at Freedom even offered or suggested. I only found out from notary who showed up to closing who by the way said she heard negative things about Freedom all the time. I think when a company has such poor customer service maybe hitting them in their pockets is best. Please do not use Freedom for you home loan.

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10:54 pm EST
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Freedom Mortgage Non-existent customer service and mismanagement of payments

I have been trying to get answers to my questions since September 2019. It is nearly impossible to get through to customer service and when you are fortunate to get someone on the line they absolutely have no authorization (ability?) to resolve your complaint or give a plausible answer to your questions and will not connect you with anyone that may. To make a long story short I am encouraging all of you that have a complaint and have become so frustrated, as I have, to go to your local courthouse and file a small claims suit as I have done.

You might first check to see if there are any class action suits regarding your specific issue as Freedom Mortgage has or have had quite a few class action suits against them.

A Small Claims action will force them to answer your complaint, on record, before the court. I am to have my day in court at the end of this month, February 2022 (at long last). I may not prevail but at least I will get them to explain to the court the answers that I have not been able to get from anyone at Freedom Mortgage.

What a terrible, terrible company! Good Luck.

Desired outcome: Desired outcome will be for the Consumer Protection Bureau see that Freedom Mortgage Company can no longer do business in the financial services industry.

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9:22 pm EST

Freedom Mortgage Scamming - Refusing Payments - Lying about documentation

This company scams senior citizens! My parents fell two months behind on their payments due to a financial emergency and Freedom Mortgage REFUSED to accept any further payments until the full amount missed plus interest was paid in full. This continued month after month after month with my parents TRYING to make their monthly payments, plus make partial payments of what was back-owed. All payments were REFUSED by the company unless it was in full.

My parents were told in one call that they could claim hardship and refinance which would reset their amount owed upfront and help them get back on track. They provided all of the required documentation but with every submission, they were denied with Freedom Mortgage stating that they were still "missing documents" which had been included in MULTIPLE submissions. My folks have been playing Freedom's games for three years, only to be told the same damn thing again and again ... "Missing documents". It's a copy paste denial letter that is sent each time, not specifying anything. Three years later and Freedom is threatening to sell the house out from under my parents unless they pay $46, 000.00 upfront after not being ALLOWED to make their monthly mortgage payments. I've read through HUNDREDS of other reviews on this company and all the tales repeat the very same stories. THIS COMPANY IS A SCAM! STAY AWAY!

Desired outcome: Do what you promised and push through hardship/refinance claim

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5:06 pm EST
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Freedom Mortgage Was working with the refi loan servicing division

In May 2020 I applied for a refi with Freedom Mortgage when they called me to ask me if I would want to refi with them. They were currently my loan for my home at the time. I agreed and started the process with them. I always gave them everything they wanted on time and I was dropped suddenly twice. I was dropped the first time, at the time when the loan was supposed to close. I was dropped again the second time when the loan was supposed to close. I consistently asked for assistance with having a supervisor call me. I never got a call from a supervisor. I was told the loan had not dropped. Anyway I submitted a claim in Nov for how I was treated. Till this day I still have no idea of what happened. I am going to send you the letter that I sent Freedom Mortgage. Please check into this and have someone call me to tell me what happened. I am so disappointed with Freedom Mortgage and will never go to them again for a loan. I spent many hours making copies and sending them stuff over emails and through mail. I paid 300.00 for an appraisal. I still, even though I did refi with another company, am so upset a Freedom Mortgage for what they put me through. Please look into my file and call me. Kim Torrez [protected]

Desired outcome: just a phone call from a supervisor that looks into what happens and calls to explain what happened.

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10:05 pm EST
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Freedom Mortgage False claim made in bankruptcy case

On 19 Oct, I filed chapter 13 bankruptcy in the state of Missouri. Although we are keeping our house, it is reported as part of chapter 13. Freedom mortgage claimed that on the I filed bankruptcy, I was $182.79 in arrears on my loan. I have statements going back to March of 2021, showing on time, no partial payments and never a late charge. On 22 Nov, freedom responded to chapter 13 bankruptcy court that I was in arrears, and on the 22 Nov 2021, they charged me a 250.00 fee for filings to bankruptcy court. They will not discuss this with me, even though my attorney sent a letter authorization for them to discuss in details with me. I have only got the run a round from freedom mortgage

Desired outcome: Correction to bankruptcy court and removal of false fee charged

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7:30 am EST
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Freedom Mortgage Insurance

My homeowners was canceled due to too many claims. There was 4 but they only paid 1. Thought I had American Modern, but either they didn't bill Freedom or it wasn't paid. After hours on the phone with Freedom and being assured the problem was resolved, I get a letter from Freedom saying they are supplying my homeowners at a "slightly higher rate with less coverage" because of my "bankruptcy". what bankruptcy? not impressed with either company

Desired outcome: all customers cancel their business dealings with both companies

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6:19 pm EST

Freedom Mortgage Refinance

I started a refinance on September 13, 2021 and still have no answers as to where we are at in the process. I have been made false promises and they do not return calls or emails. They asked me not to apply for new credit or buy anything new but are dragging their feet. Basically expect me to put my life on hold. Worst part about all this is they offered me the refinance. I was told about three times it was going to escalation department. I am fed up with Freedom Mortgage.

Desired outcome: Finish what you started in a timely manner and quit lying to me.

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10:14 pm EST
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Freedom Mortgage I have not received my final loan modification documents waiting for almost 2 months

I receive a loan modification combo approval on October 25, 2021. I accepted the approval and was told many times that I would receive the final documents in 2-3 weeks. As of today I am still waiting on these documents. I have called numberous times to follow up on this and each time I am told something different and then Iam promised that it will be taken care. It has been almost 4 months and we are still waiting on final documents with no resolutions in sight. We are affraid that we will lose our home due to the incompetence of the customers service representives and managers will have spoken to.

Elaine Porter
Loan # [protected]

Desired outcome: To receive these final documents so that we can move with our lives after going through such devastating times.

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9:07 am EST

Freedom Mortgage Home loan

In may of 2021, I was issued a pre approval letter for an amount of $267, 000. I had to get the letter updated in november of 2021 because I finally find the house I wanted. The house was $300k. My realtor and seller put together a package and submitted it to freedom mortage stating that I would pay the difference in cash at closing. Closing date was scheduled for dec 15. Freedom mortage sent me a package to sign and charged me a fee to get the appraisal of the house. While going through the package, I noticed some errors in the paperwork and informed them of this. I am a veteran so I put in for a va loan. The package was sent back up to the writers I assume to be corrected. Instead of correcting the errors, they now wanted to know why a single black woman wanted to live in a big house by myself and requested that I send an explanation as to why I wanted this house. I was and still am appalled. I have the emails to back it up. They then went over my application of financing and lowered my loan amount and said for me to get this house, I would have to put $98k down to meet va requirements. I need to know why this happened 2 weeks before my closing date and the amount granted was approved in may of 2021. I also asked to see the appraisal report that I paid for but was denied.

Desired outcome: ILLINOIS

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3:31 am EDT

Freedom Mortgage Monthly payment goes up

Every 6 months my house payment goes up 250.00. It started at 580.00 and now I am at $821.00. I need help or figure a way to keep it somewhat the same. I have called the customer service line and they said they can not help. I pay extra every month and it still goes up. Can you please help. I am a single mom working 50 plus hours a week.

Desired outcome: stop it from going up

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4:36 pm EDT

Freedom Mortgage Appraisal to meet closing date

I have been trying to work with Freedom mortgage refinance for weeks. Barbara White informed me 2 weeks ago that just waiting on appraisal and closing scheduled for Oct 15. Well, here I am without the appraisal that was paid for weeks before. Just for the record, Freedom contacted me to talk me into refi. I went with it, got all the information to them asap and paid 300.00 for the appraisal immediately. It is now October 12 and still no appraiser. I was told my Daniel Gannon that I would need to contact the appraiser Edward. W. Harm [protected] but when I attempt to call, I am transferred to a full voicemail. So I cannot work with this appraiser if I cannot reach him. I have emailed Daniel Gannon, Michael DeCourcey and Chadwick Cloud and seems nobody can get it done. Now they say Oct 15 was only tenative but nobody at Freedom is working to get anything resolved. I am sooooo disappointed and down right furious with Freedom Mortgage. I have been an excellent client but am no extremely upset with the way this has been handled. If closing date is changed might be best to move on to another company who will care about my time and energy as well as their own. Please send this complaint as high as it can go.

Desired outcome: Closing date October 15 and STILL pending appraisal

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