Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We sold our house. We were in communication the whole time with the mortgage company telling them we were selling. We were behind and had a family emergency which necessitated our moving. The company who bought our house told us they reached out as well. Long story short they started the foreclosure process (according to credit reports) after the closing date. I was told 4 different things from 3 different **** and one supervisor about my escrow refund. Now it's gone from 896 dollars that was supposed to be sent out last month to ****** dollars now. And the supervisor had to put in a request to send it out. Things aren't adding up to me and I'd like you all to look into them cause it seems shady. Please and thank you

  Business response

  01/23/2025

  Hello,

  This has been updated, and the full amount of your payoff refund is currently on the way.  Should you have any questions, please 

  contact our **************** Specialists at ************.  Freedom Mortgage Corporation values your feedback and appreciate

  your business.  

  Thank you

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they remove the foreclosure and late notices from my credit history.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  01/12/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/1/2024 they report to the credit that I paid late and my credit droped to very bad. and I called they say is they error. and i told than to repord it that is good. they told me i can do it but i feel that. they do the error they need to fix it and this is very inportend to me and is make me very fanancial damage

  Business response

  01/22/2025

  Hello,

  Freedom Mortgage Corporation has received your complaint and escalated your account for review.

  Our records indicate that Freedom Mortgage Corporation has spoken with you about the credit

  reporting amendment.  Please allow up to 30 days for the credit bureaus to update their records.

  Should you have any additional questions or concerns please contact us at ************ or visit

  us online at ****************************************************.

   

  Thank you

  Customer response

  01/23/2025

   
  Complaint: 22801364
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  Business response

  01/27/2025

  Please see attached of the letter mailed to you on November 15, 2024, after no payment was received.

  In addition, Freedom Mortgage attempted to call you via phone and sent e-mail once payment was not received.

  Freedom Mortgage must report accurate information to the major credit bureaus and since no payment was received

  in November of 2024, our records indicate accurate reporting.  Should you wish to speak to a customer care

  representative, please contact us at ************.  They will be able to further assist and review your payment history

  with you.

   

  Thank you

  Customer response

  01/28/2025

   
  Complaint: 22801364
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I currently have a mortgage that was sold by my previous mortgage broker to Freedom Mortgage in late 2023. Since my mortgage was transferred, I have received non-stop paper mailers from Freedom Mortgage advertising cash-out refinancing and home equity loans. They send me and my husband (the coborrower on the loan) at least one mailer per week. I receive e-statements and all other communications through their online portal, so none of this mail is official business communication regarding my account--it is all spam. Some of the letters are more deceptive than others--some are designed to look like the security mailers used to send checks or financial information to gain more attention. Some have "Important Information/Important Notice" or other such language written on them.I have contacted their customer service, and while they were able to help me with stopping email, text, and phone call marketing, they said that there was nothing they could do about the mail marketing. I am tired of being harassed by a mortgage company I did not choose about offers to give them more money.

  Business response

  01/19/2025

  Hello,

  Freedom Mortgage Corporation values your feedback and appreciate your business.  

  The following information has been added to our do not solicit

  ****** ******

  ***** ******

  
  ******************************************************************************
  Daytime Phone: ************
  E-mail: *************************************

  Should you wish to add any additional phone numbers, email or addresses please contact us at ************.  Please allow 7 to 10 days for this information to update in our system.

  Thank you

  Customer response

  01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a roofing contractor. This is a mortgage company that the insurance company sends payments to and then it has to be cleared by Freedom Mortgage to release the payments to us. We completed this job on 11/21/24 and have sent documentation to Freedom Mortgage, spoken to them multiple times on the phone and get a different answer every time we call. My biggest issue is that they tell us something one day, the next day say they don't have record of that call and employee by that first name doesn't exist. I have tried asking for supervisors and am basically told I cannot speak to a supervisor. This is very frustrating number one- it is taking up a lot of time for my employees to call them; we keep calling the homeowner on 3 way call to give authorization to speak to us and then they say 5 minutes later, they don't have authorization So, we need them to release the funds to us that were paid by the insurance company for the work that we performed. We were told yesterday that all documentation was received and payments would be released. Then I get an email today saying they need more documentation and that call wasn't even logged. I need to speak to someone over there that is in a supervisor position I also paid for an overnight *** label over a week ago, when I was told they were going to overnight the payment. As of right now, I need to know what is needed so payment can be released.OHHHHHHHH the person yesterday said that I (the contractor) was supposed to sign in the blank for the notary. ?????????? So i resent that

  Business response

  01/19/2025

  Hello,

  If you have 3rd party authorization to speak on behalf of a specific customer or account, please provide.  Unable to 

  review your questions and concerns without an account or reference number.  Please contact us directly at 

  ************ to speak to a customer service specialist.  If you do not have 3rd party authorization, please have the customer

  contact us as well.  ********************** values your feedback and will be happy to assist you once required

  information is provided.

  Thank you

  Customer response

  01/21/2025

  I am not accepting this response from these people.  We have gotten multiple authorizations from the homeowner **** ********.  I was on phone with freedom mortgage and called **** three way- he gave authorization, they transferred me to another person and wanted me to call him AGAIN.  We were told one time the auth lasted 24 hours then we called back before 24 hours and that call wasn't even documented.   I need a solution.  They can contact the homeowner and then he can call me three way.  I'm tired of not getting anywhere and being told this same thing over and over.  I am going to have **** find out how to get a permanent written authorization, but even when he has given them authorization, they are giving us the run around.  

  Customer response

  01/21/2025

   
  Complaint: 22784026
  
  I am rejecting this response because: we have gotten authorization multiple times.  See my response I just sent. thanks
  
  Sincerely,
  
  ******** ****

  Business response

  01/27/2025

  Hello,

  I'm unable to view any account without a customer's name, address or loan reference number.  Based on all of the information 

  provided here on your complaint to the BBB, we have nothing showing which customer or customers you're referring to.  Please provide

  full contact information for us to better assist you.  Freedom Mortgage Corporation values your feedback and appreciate the opportunity

  to assist you once given the necessary information.  We look forward to speaking with you.

   

  Thank you

  Customer response

  01/28/2025

  I have attached a few documents for your reference with homeowner's information 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed my loan and sold my house in November of 2024. I've been trying to contact freedom mortgage to receive a refund on my escrow which is around 9k. I've been calling their call center and keep getting transferred to other departments. On the last call they couldn't even find a record of my loan. From reviews I see that this is common practice.

  Business response

  01/14/2025

  Hello,

  The contact information provided is not matching the contact information we have on file.  Please provide additional contact information or

  supporting documentation.  For example, a copy of your monthly statement, loan documents or you can also contact our customer service

  escalations department directly at ************ for additional assistance.

   

  Thank you

   

  Customer response

  01/15/2025

   
  Complaint: 22775804
  
  I am rejecting this response because: I haven't been able to talk to a representative that can help me. I keep getting transferred to different departments and no one can help me. The address on the property is ***************************************. It is currently under ****** ******, and therefore, I haven't been able to receive information on the final statement under my name ****** ******* *************. The loan number is #**********.
  
  Sincerely,
  
  ****** *******

  Business response

  01/15/2025

  Hello,

  Do you have 3rd party authorization to speak on behalf of the customer?  ********************************************* is unable to speak to 

  a third party without authorization from the customer.  If you have additional supporting documentation that you would

  like us to review please include with your complaint or visit our website at **************************************************** for additional

  ways to contact us via mail, phone or fax.

   

  Thank you

  Customer response

  01/16/2025

   
  Complaint: 22775804
  
  I am rejecting this response because: why do I need third party authorization when the loan was under my name in November which is the time that my escrow balance should have been paid back to me. After that, I haven't been able to access my previous account to retrieve any documentation to prove that the balance was there. ** should have record of my name and loan and access to the statements. I don't have access to any of this, therefore, the reason for my complain. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  An overage on escrow analysis, company has refused to return or credit over payment. Company wants to continue to charge a wrong amount even acknowledging on the phone the amount I should be charged is less.

  Business response

  01/29/2025

  Please see attached as our response   

  Customer response

  02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  01/04/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since April of 2023, access to my online account was revoked and the account was deleted by Freedom Mortgage with no explanation whatsoever. This happened right around a crucial time in which tax documents were needed. I called repeatedly about the issue to get a resolution, and they told me in June 2023 that 'we are dependent on our software vendor for a software enhancement and we have not been provided with a timeline for a resolution. Therefore, we are unable to provide website access to you at this time.' This was not a solution so much as passing the buck to someone else who was unaccountable to Freedom Mortgage's customer base. As of this writing, it has been over a year and a half since this incident was reported, and there is still no resolution. It is still impossible for me to either register a new online account using my loan information or restore it using the 'Forgot Password' feature. The ongoing lack of resolution over this issue is extremely frustrating, and I am still unable to access my mortgage statements or tax documents online--I have to call customer service to send them to me instead. I also have to call in order to change ACH information, and to do all the other basic (normal/convenient) functions customers are able to do with an online account with their ********************** company.

  Business response

  01/14/2025

  Hello,

  We have reviewed your complaint in which you expressed concerns regarding access to our website. In early 2023, Freedom Mortgage decided to restrict website access for assuming borrowers and prior borrowers of assumed loans as our system could not separate the availability of data between the new and prior borrowers. This decision was out of an abundance of caution to protect the privacy of our past and present borrowers. We have escalated the issue to our software vendor so that we can ensure that our data is secure. However, we are dependent on our software vendor for a software enhancement, and we have not been provided with a timeline for a resolution. 

  However, you may contact our ******************** at ************* Monday through Friday 8:00am to 8:00pm and Saturday 9:00am to 2:00pm Eastern Time and our **************** Representatives will be happy to assist you and answer any questions that you may have, take your payment free of charge or provide account information to you. If you have questions, please feel free to contact us at ************** Monday through Friday 8:00am to 8:00pm and Saturday 9:00am to 2:00pm Eastern Time.

  We apologize for any inconvenience this may be causing.  Our customer service representatives will be able to assist you with any documentation you may need at this time.

  Thank you

  Customer response

  01/14/2025

  
  Complaint: 22766367
  
  I am rejecting this response because this issue has persisted for over a year and a half, and I have an active loan with Freedom. I assumed an old loan in which a co-borrower was removed, leaving me as the sole borrower. I should _never_ have been blocked from accessing my loan online in the first place, as I am the entity assuming the loan. The duration of time this has taken to resolve (over a year and a half) is extremely unfair to me as a customer, and passing the buck to the software vendor is unprofessional.
  
  Sincerely,
  
  ******* *********

  Business response

  01/14/2025

  Hello,

  We apologize for the delay, but this protocol is for security purposes.  Once we have more information we

  will certainly provide you with an update.  In the meantime, by contacting Freedom Mortgage by phone we

  can assist you with your questions and concerns.

  Thank you

  Customer response

  01/16/2025

   
  Complaint: 22766367
  
  I am rejecting this response because the request for repair has not been honoured, and Freedom Mortgage is saying they are unable to fix the problem. It means I am treated differently than other customers who have access to the online portal. The security reason cited is absurd, as I am the assuming the borrow on the loan in which a co-borrower was removed. I should be able to access my own loan information online like any other customer.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A tornado hit my home in April of this year. I had to send the insurance check to Freedom Mortgage to sign, they delayed sending the check back even though I supplied a *** label. On 11/30 I emailed to them the contractors invoice and a Completion of Job Cert, which had the $ amount showing I owed nothing with the Contractors signature. I was told that this was acceptable instead of a Lien Waiver. I called back a week later and was told it was not acceptable, they would double check and get back to me. On 12/17 they sent a letter instead of a call back or a email to let me know the decision. I called before I got the letter trying to find out what the answer was. On 12/21 I emailed the Lien Waiver. They said that a *** label had been created and would put a rush on the check. On 12/31 I called again because it has not been sent, I was told the check was created on 12/26 and it would be at least another week before being sent. They stalled sending out the original insurance check and are stalling again with the completion check.

  Business response

  01/14/2025

  Please see attached as our response   

  Customer response

  01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/13/24 my loan for refinance was approved with Freedom Mortgage. Scheduled a closing date of 12/20 (Confirmation email on 12/19 & they called to confirm 12/20 and showed up) During closing I inquired on the funding date for my creditors as i had a car payment and other bill due on 12/27/24. I was advised BY ** representative to not worry about making these payments as I would have the payoff amount before hand. funding date was scheduled 12/26. (So without the actual check i would have still made the payment with my cash back to prevent from being late on my credit report. On 12/27/24 no funding, I called FM, told by 4 DIFFERENT representatives the closing was rescheduled as the notary had an emergency. Which was a lie I explained to all of them she was present and i had proof. Emailed my customer advocate, DWeirner ,her back up *******, her supervisor MDonatelli his backup KCreelm(everybody on vacation & called several times). Finally received response from JArencibia (12/27) ,exceptional handling department, who said again the notary was not present and they had to re-evaluate the numbers as they were not correct. I was told to expect ANOTHER closing date which i was told i would know by 12/27 or 12/30 the latest. On 12/30 i called-spoke to ****** at 925am(unhelpful), emailed JArencibia no response called her several times no response. ********** (supervisor for Ms ******* my customer advocate) called at ****** and was as useless as anyone else in the company. After explaining the financial mess they put me in he had no response and said underwriting was in the file and i should expect a call by the end of day. Checked the online portal and it reflected another closing date of 01/06/25 ( i have to work) I called AGAIN at 351pm and spoke to ********** asked him about the online date and that i would have to be at work-he again told me it was still with underwriting and they would call me by the end of day. Still 12/31/24 at 8am nothing.

  Customer response

  01/03/2025

  I have been in contact with FM ,SBooker from escalation since 12/31,its 01/03 and still NO results. I was told 12/31 this was a system issue that needed to be fixed by their IT dept,should be cleared by 12/31. On 01/02 I was told the issue was fixed systematically and the underwriting will complete after her lunch and here it is 01/03 @947am with NO results. This company is absolutely the WORSE!! I have filed a formal written complaint and emailed this on 01/02. 

  Business response

  01/10/2025

  Please see attached as our response   

  Customer response

  01/13/2025

  The response from Freedom Mortgage was incorrect but satisfactory in the outcome. The notary with the title company DID NOT have to reschedule and was in fact present for signing the first time on 12/20 . The issue that it went BACK through underwriting was an error on behalf of their underwriting team which caused a delay of other bills that ultimately ended up past due on my credit report.  Accurate communication was not relayed to the consumer with little efforts from their staff until FINALLY I was referred to the escalations team where SBooker was helpful and informative with her efforts.  This has been an extremely stressful process and could have been avoided if the information had been communicated accurately the first time. 

  Customer response

  01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory

  The notary with the title company DID NOT have to reschedule and was in fact present for signing the first time on 12/20. The issue that it went BACK through underwriting was an error on behalf of their underwriting team which caused a delay of other bills that ultimately ended up past due on my credit report.  I was only notified of this AFTER my 12/26 funding date and AFTER I called FM.  Accurate communication was not relayed to the consumer with little efforts from their staff until FINALLY I was referred to the escalations team where SBooker was helpful and informative with her efforts.  This has been an extremely stressful process and could have been avoided if the information had been communicated accurately the first time or if the employees which i interacted with were more helpful in finding resolutions. 
  Sincerely,
  
  Zurieka Dove

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My loan with Freedom Mortgage was paid in full on 22Nov. Prior to this I was advised not to stop or make changes to my payment settings until the loan had been paid. After the loan was shown fully paid on my account, another auto pay debit was fraudulently taken (by Freedom Mortgage, not sent as a bill pay function from my bank) on ************************************************************************************************************** as a result of the payment they took, existing escrow balance, and overpayment by the refinance loan. After failing to receive satisfactory assurances that the fraudulently taken money would be returned promptly I filed a complaint with the **** stating the above. The complaint was filed on 3 December and responded to on 18 December stating that the fraudulently taken payment was returned by *** on 4 December (which has yet to occur as of 30 December) and that an escrow check would be mailed per their 15 day loan closing timeline which would put the latest mailing at 7 December. As of 24 December the escrow check had not been received. As a result of my complaint to the **** I was contacted by ****** ****** to work toward resolving the issues started and was told to wait until 23 December to see if any checks arrived which they had not at that time. ****** then stated the process would be initiated to cancel the checks and send both the escrow refund and the return of the fraudulently deducted payment electronically to my bank account when we spoke on the 23rd. Since that day (23rd through time of writing on 30th Dec) none of my calls have been answered or returned to enable me to inform ****** that the refund for the fraudulently deducted payment arrived on the 24th. Currently Im stuck with a check that I dont know if I can cash and no answers from Freedom Mortgage regarding the much larger outstanding check still owed to me for the account escrow balance.

  Business response

  01/10/2025

  Please see attached as our response       

  Customer response

  01/14/2025

   
  Complaint: 22748545
  
  I am rejecting this response because: the information provided is false and significantly out of date. So far no money has been returned to me from the ******* owed. A simple review of the information available to a customer service agent at ********************************************* would reveal that the stated ACH transaction was never successfully completed and the funds have not been returned by check either after 15 days of closing the mortgage (22Nov24) so something is clearly not working as designed or fraudulent activity is occuring. 

  I would advise anyone I know to stay clear of Freedom Mortgage if they have the capability to (i.e. their mortgage isn't transferred to them for servicing as was my case). This company is either exceeding incompetent or acting in a deceptive manner for their own financial benefit at the expense of ordinary consumers. They have not only lied to the "enforcement agency" (the ****) with the same outdated and incorrect information but continuously given me false information over the phone and denied every request to speak with someone who can directly remedy the problem. 

  I intend to take Freedom Mortgage to court to rectify this issue as it appears all attempts at using an intermediary (CFPB, BBB, ***********) have failed. 

  Sincerely,
  
  ******* *********

  Business response

  01/24/2025

  Hello,

  There is simply no truth to your false claim that Freedom has in any way mishandled your escrow account and you have not provided any evidence to support this baseless claim.  If such evidence exists, please provide it to us so that we may research this issue further.  As of January 15th, our records indicate per your request funds were wired into your account ending 7768 to bank routing number *********.  Should you wish to further discuss or speak to a customer service specialist please contact Freedom Mortgage at ************.

   

  Thank you

  Customer response

  01/29/2025

   
  Complaint: 22748545
  
  As evidenced by the almost comically unprofessional response from Freedom Mortgage, this is not a company you should get involved with if you have any ability to avoid them. While it is true that the escrow account is now settled after two long months of dozens of hour plus conversations with various customer service representatives at *********************************************, it is not a misrepresentation of the facts to state that per federal law, this escrow closeout was mishandled. Federal law requires escrow refunds to be issued within 20 days (calendar days) of the closing of a mortgage account where an escrow balance remains. I have no doubt that within my dogged persistence towards recovering my money that Freedom Mortgage would still have it in their possession and be continuing to claim that they sent it happily on its way.  Based on the extreme lack of competence with which this issue was handled I'm sure this is not an isolated incident and I hope that my complaint provided to the Washington State Attorney General forms some small part of a future enforcement action against Freedom Mortgage.
  
  Sincerely,
  
  ******* *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩