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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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5:17 pm EDT

Freedom Mortgage My late payment in december 2023

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

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4:47 pm EST

Freedom Mortgage Clarification of Escrow Shortage

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.

Desired outcome: I want a clear answer as to how and why I continue to have escrow shortages. I also ask for an apology for the rude and unprofessional behavior I was subjected to from your employee.

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9:55 am EST
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Freedom Mortgage Failure to return money

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.

Claimed loss: $11,548.50

Desired outcome: Refund via electronic transfer to our current bank account

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Is Freedom Mortgage legit?

Our verdict: Complaints Board's thorough examination reveals Freedom Mortgage as a legitimate entity with notable strengths. Despite a 4% resolution rate on customer complaints, which invites a closer look, Freedom Mortgage stands out for its commitment to quality and security. Clients considering Freedom Mortgage should delve into its customer service record to gauge compatibility with their expectations.

Freedom Mortgage earns 91% level of Trustworthiness

Perfect Trust Endorsement: Freedom Mortgage achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Freedom Mortgage. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Freedom Mortgage has received positive review on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

Freedom Mortgage has claimed the domain name for freedommortgage.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Freedommortgage.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Freedom Mortgage and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Freedom Mortgage has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 141 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Freedommortgage.com to appear inactive or unused, such as technical issues or a temporary shutdown. In any case, if you are having trouble getting a response from the company or recovering your money, it may be wise to take further steps to protect yourself, such as seeking a chargeback from your bank or contacting a relevant consumer protection agency.
  • Freedom Mortgage protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Freedom Mortgage. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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10:09 am EST
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Freedom Mortgage - Insurance dept

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...

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2:45 pm EDT

Freedom Mortgage Freedom mortgage loan payments

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!

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1:18 am EDT

Freedom Mortgage Failure to provide accurate information

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

Desired outcome: We are supposed to be waiting on loan modification docs instead we have notices apoearing in our local newspapers and on Zillow of an upcoming sheriff sale. We have been treated very unfairly and this is a Va backed loan

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2:07 pm EDT
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Freedom Mortgage Lost payment-

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.

Desired outcome: the payment that was lost to be applied to my account. Any and all late fees/charges waved and to verify my account is current so it will not affect my credit since the issue is not on my end but Freedom mortgages.

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9:42 am EDT

Freedom Mortgage Horrible customer service!!!

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.

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1:33 pm EDT
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Freedom Mortgage - Loss draft dept

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...

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8:51 am EDT
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Freedom Mortgage - Insurance claim check

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...

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1:51 pm EDT
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Freedom Mortgage Tax Deptartment Issue

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!

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3:36 pm EDT
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Freedom Mortgage Loan modification

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.

Desired outcome: Revert my interest rate back to 2.25%

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8:33 am EDT
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Freedom Mortgage failure to make me successor in interest

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.

Desired outcome: Make me the rightful successor in interest.

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8:16 am EDT
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Freedom Mortgage Will not release insurance check they had to endorse

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!

Desired outcome: we need and want our claim check compassion for the interest we had to pay extra for would be niceI'd would like a policy change, so, nobody else has to go thru what we didI also would like a written apology

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4:48 pm EDT
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Freedom Mortgage Loss mitigation.. To loan mod now foreclosure

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]

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greg vernon
, US
Aug 09, 2023 3:25 pm EDT
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They forced me into a high-interest loan modification (from 2.25% to 6.25)although I offered to set up a repayment plan

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5:13 pm EDT

Freedom Mortgage Mortgage

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.

Desired outcome: Extension for COVID-19 forebearance

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8:36 pm EDT

Freedom Mortgage loss draft department

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.

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8:45 pm EDT
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Freedom Mortgage Escrow Account

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.

Desired outcome: Put the money back in my Escrow account like it should have been I the first place! That check amount is triple what my mortgage is and it clearly stated “Escrow” on the check!!!!!!

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11:13 am EDT
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Freedom Mortgage Customer service and misinformation

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.

Desired outcome: Your folks need significant training, and don't know their own website.

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3:54 pm EDT
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Freedom Mortgage Loss mitigation

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.

Desired outcome: I'd appreciate a response and a solution.

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seekandfind07
warroad, US
May 31, 2023 10:30 pm EDT

I have had this same issue, due to vehicle issues i had a short period of low income, have been doing the documents for months now with no answers and changing what is needed on the documents everytime. One letter didn't even list one of the documents needed so good thing I called.

I got asked to send a 4506c and then was sent the old version of the form.

Also been going on since november 2022.

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Phone numbers

+1 (855) 690-5900 +1 (877) 684-4210 More phone numbers

Website

www.freedommortgage.com

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