Freedom Mortgage review: Refinance service

To whom it may concern:

I refinanced my mortgage to lower my interest rate beginning in January of 2026
The process was sold to me as simple, cost effective and that I would be allowed to "skip" two months of mortgage payments

In the last two-three weeks I'm been told I need to pay half of February's mortgage, $1579 or my refinance would not be approved and go through

I made the payment to avoid not being approved on my refinan yesterday, Saturday March 28

I have several concerns about the way I was communicated with over the last 30-45 days and I would like to discuss them with someone in management or customer service

Here are the highlights of my concerns:
-When I decided to refinance my house mortgage, I was told I would be free of making 2 months payments-February and March
-I was also told that I should place a "stop" payment on my direct withdrawals for payments on the 1st and the 15th-so I did
-I was told by my closing agent that I would not have to pay February or March and to put a stop payment on my direct withdrawals and then to start them up again for my new mortgage, which I did
-I was contacted by Freedom, probably from your office, to make the mid month February payment, which I conceded to do, on TWO different occasions, I made the $1579 payment and both times, Freedom did not accept the payment and it did not properly go through
-I was told by two different customer service agents that my loan and refinance was completed successfully, I did NOT owe any money, and that my escrow and new loan were in good standing
-I was contacted on my phone while at work at least 3 times a day to make the payment, and when I did answer, on at least two separate occasions, they said someone would contact me to take my payment, and they couldn't do it, and no one ever contacted me

The poor customer service, the lack of communication, threatening me that my refinance loan would not be approved unless my 1579 balance was paid, the different messaging from the people that worked for Freedom telling me the completely different things, and the constant phone calls has really been disappointing

I've been a Freedom customer for probably close to 5 years, I've never missed a payment, I'm a veteran, I really didn't want to refinance but I thought it would be simple and seamless, and it was NOT

I don't want an apology, I would like to know why the initial agreement of not having 2 months of no mortgage payments was not upheld, and I would like my 1579 returned to me

Its fine if you don't do anything to uphold your reputation, I'm not going to send other emails or make phone calls, but I will take my business somewhere else to another mortgage firm who respects their clients, is honest in their claims and promotions, and gives explanations that are clear and concise.

Thank you

Chris Bentzel
Superintendent of Schools, Christian County
Veteran of US Active Duty Army-10 years
Disabled Veteran
[protected]
5006 Nottingham Lane
Hopkinsville, KY 42240
[protected]@gmail.com