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Freedom Mortgage

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109 User Reviews

4.9

Overall Score

LAST UPDATED: September 22nd, 2021

Freedom Mortgage is a full-service mortgage lender that is licensed in all 50 states, the District of Columbia, Puerto Rico, and the Virgin Islands. 

The company's goal is to help customers achieve the American dream of home ownership with a particular focus on helping veterans receive affordable home financing. Veterans should make sure to look into the specialty loan products, such as the VA interest rate reduction refinance loan (IRRRL) which makes refinancing easy, simple and affordable compared to industry standards.

Satisfied customers are quick to mention the company's outstanding customer service. But, 60 percent of Freedom Mortgage reviews are 1-star.

Jump down to read Freedom Mortgage reviews from real customers.

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Highlight: Freedom Mortgage awards and accolades*

  • #1 VA lender in the nation
  • #1 FHA lender lender in the nation
  • Top residential lender in the nation

*Awarded by Inside Mortgage Finance, Jan-Sept 2020.

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The Good

Variety of Loan Types

Freedom Mortgage makes it easy for nearly any kind of homebuyer to find the right loan product. It offers a variety of home loan options:

  • Fixed Rate Loan
  • Adjustable Rate Mortgage Loan (ARM)
  • VA Loan
  • FHA Loan
  • USDA Loan

These options are typically offered by most mortgage lenders, but it is worth noting that Freedom Mortgage offers USDA loans, an option not made available with many other lenders. However, Freedom Mortgage doesn't offer jumbo loans, an option that you will typically see with other lenders to meet the needs of borrowers purchasing a home beyond the conforming home loan limit.

VA Loan Benefits

Freedom Mortgage is titled as the #1 VA loan lender in the nation.

Backed by the U.S. Department of Veterans Affairs, VA loans help service men and women achieve homeownership with a 0 percent down payment. With VA loans, there is no private mortgage insurance, no minimum credit score, and rates are low. The company's VA affordability and refinance calculators assist prospective borrowers as they compare loan amounts and details. Plus, veterans can re-use this benefit multiple times.

In addition to veteran home purchasing services, Freedom Mortgage provides VA refinancing options:

  • VA Cash-Out Refinance
  • VA IRRRL Refinance

FHA-Insured Loans

It is typical for many mortgage lenders to offer FHA insurance home loans as one of its services. Freedom Mortgage has FHA loans available which are widely popular among first time homebuyers and other low income potential homebuyers. Below is a list of the qualifications for its FHA insurance loans:

  • Minimum credit score of 540
  • Minimum down payment of 3.5%
  • Low PMI rates
  • Debt-to-income ratio must be below 43%
  • Steady employment history

Freedom Mortgage also offers a FHA Refinance loan option for qualified borrowers.

USDA Loans Available

Freedom mortgage offers USDA loans, an option that isn't widely available with other mortgage companies. USDA loans are a government-backed loan type, backed by the United States Department of Agriculture. 

A USDA loan is a zero down payment loan option, only available to borrowers purchasing eligible rural properties; metropolitan areas typically aren't eligible property locations.

Refinancing Options

Freedom Mortgage offers refinancing services to help homeowners pay off their loan sooner, reduce their loan term and monthly payment, or get a lower interest rate. 

Freedom Mortgage offers the following mortgage refinancing options:

  • Conventional Refinance
  • FHA Refinance
  • VA Cash-Out Refinance
  • VA IRRRL Refinance

The company's site has a helpful chart showing the difference between a conventional refinance, VA loan refinance, and FHA loan refinance.

Both the VA loan refinance process and FHA loan refinance process involve less documentation and no appraisal. In addition, the VA loan refinance actually has a special program, unique to Freedom Mortgage, called a VA interest rate reduction refinance loan or a VA IRRRL. This specialty refinance loan guarantees less documentation, quicker closing times, lower rates, low funding fees, better rates, and more. It is a great deal for veterans that are looking to refinance their home loan.

In addition, Cash-out refinancing, is available to qualifying borrowers who want to get cash out from their home's equity to pay off high-interest debt, consolidate bills, make home improvements, or pay for a major expense. This does take more time and additional paperwork. Private mortgage insurance, loan-to-value ratio limits, and loan restrictions may apply.

Eagle Eye Pledge

The company has a unique program, called the Eagle Eye Pledge, that works actively to save you money. This monitoring program contacts you about interest rate, home equity, and promotional changes that you may be able to take advantage of.

For example, Freedom Mortgage will contact you if interest rates drop and you can benefit from a lower your monthly payment. It will also let you know if the value of your home increases, giving you access to more cash through a larger home equity loan or home equity line of credit (HELOC).

In comparison to other mortgage lenders, a very small percentage of them actively update you on ways to reduce your mortgage rate and mortgage payment, making Freedom Mortgage stand apart from the competition. If you are buying a house at a time when the market has uncharacteristically high interest rates, then you can feel peace of mind knowing that Freedom Mortgage will contact you in the future if you qualify for a lower mortgage rate.

Mortgage Calculators

Freedom Mortgage provides two helpful calculators to see how much you can afford on a new loan or how much you can save through refinancing a loan:

  • Mortgage Affordability calculator
  • Refinance calculator

These are helpful features because Freedom Mortgage does not provide a specific interest rate range or loan terms, since both are reliant upon your personal circumstances.

Mortgage Payment Assistance

If you are unable to make your mortgage payment, it is your responsibility to contact Freedom Mortgage as soon as possible and work with your loan officer to find the best solution for you.

Through your Freedom Mortgage account you can easily download and submit a Hardship request online. Based on your individual circumstances, and provided information and documentation, there may be programs and solutions available to you for either a temporary period or long-term.

It is unclear exactly what programs and solutions Freedom Mortgage provides, such as forbearance, but there is assistance available.

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The Bad

Website Transparency

More information is needed to see how Freedom Mortgage stacks up against other mortgage companies regarding eligibility, closing costs, and interest rates.

For example, we can't make an estimate for an interest rate with our control scenario because the monthly payments calculators on the company's website have you enter in your own interest rate. However, the default interest rate is listed as 4.6 percent, so we assume that is the rate borrowers with excellent credit can expect. 

No Home Equity Loans or Lines of Credit (HELOCs)

Freedom Mortgage does offer a cash-out refinance option for those wishing to access funds from their home equity. However, the company doesn't offer home equity loans or lines of credit (HELOCs). If you are looking for either of those specific loan types you'll need to look into other mortgage lender options.

Freedom Mortgage Reviews

Upon comparing 100+ customer reviews for Freedom Mortgage, over half of the reviews were one-star reviews. Much of the negative feedback points to similar issues. Some of the most common complaints from these one-star reviews include:

  • Poor customer service
  • Unclear guidelines and loan terms
  • A difficult mortgage process
  • A general lack of transparency
  • Issues with escrow accounts

However, it should be noted that the sample size of these customer reviews is fairly small so make sure to get both sides of the story before making a final decision.

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The Bottom Line

Freedom Mortgage is a well-known mortgage company that has a particular focus on providing mortgage solutions for military veterans and other members of the military community. Providing various VA home purchase and refinance loan options, Freedom mortgage is a good fit for members of the military.

The company's conventional loan options can meet the needs of various types of homebuyers. But what really sets Freedom Mortgage apart is its Eagle Eye Pledge. This program demonstrates the company's commitment to its customers by alerting them of any changes in interest rates, home equity, and other promotions, helping them save the most money they can on their mortgage loan.

Freedom Mortgage reviews are somewhat limited, but more than half of customers have awarded the company only 1 star, and most of these reviews do not speak highly of Freedom Mortgage's customer service. Based on these reviews alone, we would recommend looking into other mortgage lender options. But, it can always be helpful to speak with a company representative if you have any specific questions or concerns.

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Star Rating

2.3

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109 Reviews

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Hamed Babaizadeh Baton Rouge, LA

**My detailed refinance experience with Freedom Mortgage** Freedom Mortgage was my original mortgage company and I refinanced my loan with them. It took them 6 months for a process that according to themselves takes only 45 days. Loan Officer(s) - I was approached by Mr. XXXX to refinance my mortgage with Freedom Mortgage: I was told I would save around $11,000 if I do the refinance over the remaining term (which was 12 years and 3 month in March 2021). Later, I figured out this was not true. Since I would not need to pay the mortgage insurance starting August 2021 anyway and this was not included in the savings calculations presented to me. In addition to this, later it turned out I have to pay some closing costs as well. I was also told an appraisal would not be required for this refinance since Freedom Mortgage is currently my lender. This can be verified if they refer to his conversation with me on their "recorded line". It is hard for me to believe a loan officer does not know that the PMI will be removed from a loan after it has reached 20% of the loan amount and to consider this in the savings estimate. When I reached out to him multiple times via phone and e-mail, he never responded back to me and later someone notified me that he does not work for the Freedom mortgage anymore. - After I signed the documents and noticed my savings would not be what I was told, Ms. XXXX called me and mentioned an Appraiser will come to appraise my house for this loan! While I was waiting to hear Freedom Mortgage is ready to schedule the closing, she sent me electronic documents to sign saying if I don't take action immediately, you will not continue with my application. One of these documents was a request to pay for my homeowners insurance policy in full. It took me two weeks and lots of communication to explain to her that Freedom Mortgage is my CURRENT mortgage company and you guys pay the policy for me every year and put the fee in my escrow. She finally consulted with her supervisor and apologized for this. - Ms. XXXX, the manager who was assigned to my application to clean up this anarchy, hardly responded to my phone calls and never responded to my email inquiries in a timely manner. Appraisal Ms. XXXX came to my house to perform the appraisal on 03/26/2021. On 04/16/2021 I received an email notifying another appraiser will contact me to schedule an appraisal for my house! I contacted Ms. XXXX and she said she is behind and she is not able to finish her report. Mr. XXXX came to my house on 05/04/2021 and finished and submitted the appraisal report to Freedom Mortgage on 05/13/2021. The fee for this appraisal seems to be included in my closing! Ms. XXXX contacted me on 06/29/2021 informing me your underwriters have completed their review and provided a conditional approval. However, since the area where my property is located is considered one of the areas affected by the recent storms, Freedom Mortgage will need to order another appraisal for my property. During all these months, there was not a single day Freedom Mortgage was waiting on me to provide them with any documents or information. It was always the other way around. Since Ms. XXXX took over my application after (4 months) things started to move forward smoothly and as expected. She finally cleaned up the mess caused by many irresponsible Freedom Mortgage employees. Concerns I have been a good customer of Freedom Mortgage for 3 years now. I have never missed a payment. Even during the COVID period that unfortunately a lot of people have not been able to pay their payments on time. A speedy and less stressful refinance process was the least I expected from Freedom Mortgage. I spent hours every week on the phone and computer contacting Freedom Mortgage to see why this application was not being completed. I have a full-time job and this was very time consuming for me. This process took the chance of getting the lowest refinance rates with the other companies away from me and the rates went up every day. One lesson learned was I should not have trusted them and should have proceeded my application with other lenders as well. I was under a lot of emotional stress caused by Freedom Mortgage and so disappointed in not hearing a decent response from their representatives. I had to push back my international travel plan because of this application. Dishonesty and disrespect are my redlines and they were crossed many times since I started the refinancing process. This is not a professional business model to convince customers (by providing inaccurate information) to sign documents and leave them in a limbo afterwards.

5 days ago

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Sarah Biondo Phoenix, AZ

We have had our mortgage purchased several times, but freedom mortgage helped us with a streamline refi, which saved us money on our mortgage and dropped our interest rate, which was fantastic. We haven't had any issues and therefore have had an overall great experience without issues and with the positive interaction of the refinancing of our loan.

1 month ago

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Ben Allen Beebe, AR

I'll just post a copy of the letter I sent to their CEO: Dear Sir, This is the first time in my 63 years that I have made the effort to find the way to contact a CEO of a corporation. I am writing in reference to loan #0113658652 on my property located in Beebe Arkansas I had been a very satisfied customer of Freedom Mortgage about 7 years. Even to the point of recommending FM to several of my friends and my son. I have gone through a couple of re-finances as the rates dropped. I never missed nor was late on a single payment. As stated, I had been extremely pleased with Freedom’s customer service until the last month. I got a mailer from Freedom describing your cash out re-fi loans which interested me and I called. I talked to a customer service rep (and I apologize that I don’t have names but this should be verifiable if they do keep records of customer contacts.) This rep promised to check the possibilities and get back with me the next day. That day passed along with another day with no call back so I tried again with exactly the same results. I then sent an e-mail to your customer service regarding the lack of response I was experiencing. I waited several days with no contact back. I then tried calling a third time and got someone on the phone who said she made an appointment for a loan rep to call me the next day. As before, no contact at all. I wouldn’t have been upset if someone had just had the courtesy to contact me and tell me that what I wanted was not possible but no one even went that far. By the way my son never could get a call back from your company either. I then contacted New Day and my cash out re-fi went through with them very smoothly thus my loan with FM has been paid off early and whatever money you would have made from the interest will go to someone else. I don’t know what is going on with Freedom Mortgage but I can no longer recommend them again as this kind of lack of customer service is totally intolerable. I’m sure that one dissatisfied customer might not be that important but if this is becoming a trend it will eventually make an impact on your bottom line. There’s nothing that can be done to get me back as a customer but I thought you should know so you can take steps to make sure others don’t have to endure unsatisfactory customer service that I received.

1 month ago

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Jeff Lowrie

Freedom purchased by mortgage from another servicer, then baraged me with refi offers. I succumbed to their pitch, only to regret it less than a week later: Over this period, the fees were raised by about $4000 and the escrow amount was inexplicably doubled. The bottom line -- what was supposed to save me about $150 per month ended up adding $900 with the same loan term. It is hard to tell whether they are crooks are just clueless (or perhaps both) but I did not wait around to find out. Run away!

1 month ago

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Richard Brackin Locust Grove, GA

We have had an overall positive experience with Freedom Mortgage. They have resolved any issues that we had, and the home sale was smooth and easy, they have also followed up with rate reduction offers.

2 months ago

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Carl Morrell Raleigh, NC

The whole process to refinance my home was flawless even during the pandemic. From the approval to the signing date, the process was smooth and fast. I would recomend this company to anyone looking to get a new mortgage or are refinancing for a better rate.

3 months ago

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Kyle Fiaschetti Charlotte, NC

I am so displeased with this company I would put 0 stars if I could. We have been trying to refinance our house for MONTHS. I’d call a couple times a week and never get a call back ever, weeks later I’d finally get a returned call. We FINALLY set a closing date and then THE DAY OF closing after I already took time off work to meet the attorney, freedom mortgage called and cancelled it because they needed an extra document…. How does that come up the day of closing?? So then 4 weeks go by and I hear not one word. I’m left totally in the dark. I finally hear from them today and now they’re saying I can’t refinance because my wife took time off work because we had a baby… WHICH THEY KNEW FROM THE START. My income was more than enough and I was told from the start hers wouldn’t effect anything and now all of a sudden it does. Wasted 3 months of my life for no reason atall. I am switching company’s and refinancing with someone else because this was such a absurd experience.

3 months ago

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Lynn Christopher Buford, GA

My mortgage was unfortunately transferred to them, and received no notice for almost 2 months. I have a 806 beacon score, and had to call my old mortgage company to find out how to pay the mortgage on time. I paid on time, and they never paid my insurance that was in escrow!!!! My insurance company (UPC) canceled me, and my mortgage went up because Freedom Mortgage signed me up with their insurance company! This is unbelievable!!! And now they have sold my information and are constantly sending me ads for refinancing! I absolutely refuse to do business with this horribly corrupt company, and am trying to figure out a way to get transferred to a new company. They don’t even have an app, and everything is antiquated. I am so unhappy with them, I just want out.

3 months ago

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Harry C Midlothian, VA

Without a doubt the worst business experience I've had in my life. Unorganized, inept, and to say the least, horrible communication not only with me, the customer, but they don't know how to communicate amongst themselves, either. I was annoyed and bothered every other day with requests for unnecessary information after being told they had all they needed multiple times. I have an over 800 credit score, have no debt, have more than sufficient income, and best of all, it was a Refinance and I was already their customer! Never felt like my ethnicity has ever been a factor in my day-to-day life until I dealt with these people. Over the top scrutiny for what should have been a "no brainer" transaction. I'll spare all the details of my poor experience, and there were many examples, but I will say that even at the closing there was an issue. I had made a payment a week before the closing date and it was not reflected in the closing disclosure. I was told that I would get a refund check for the 3200is dollars for that payment within a couple of weeks. I called today to check on the status and was told that "the customer has to request for a payment reversal" and that it was not automatically done. If I had not had called, it appears as if they would have hoped I forgot about it and they would have kept my money. Short version, stay clear, there are many other mortgage companies out there to choose from. The only reason I went through with the refi was that I had already invested so much time and aggravation in the ridiculous circus of a "process".

3 months ago

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Aakash Chawda Canton, MI

Freedom Mortgage is probably the worst company we've ever dealt with in our lives. Our loan was sold to them. They contacted us about refinancing with a deal that was too good to be true last October. We decided to move forward with the refinance. For months, every week or so, we would be contacted by a completely different "customer advocate" about how our loan process was just awaiting some last steps before it went to underwriting. LITERALLY six months had gone by with different "customer advocates" passing the buck, telling us that the loan was still on the final steps. My credit had TWO hard inquiries made because this was taking so long, each inquiry was expiring. They also kept asking for paystubs every month. After we finally expressed concern, we were told we'd be contacted back. Then we were never called back. We went with a different company and were able to complete our refinance in under a month. Freedom Mortgage is a complete and utter joke. There is no excuse for any of the issues we had with them and anticipate the company will go under. Good riddance when it does.

3 months ago

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April lemus Baytown, TX

Our mortgage was sold to Freedom Mortgage about 10 years ago & we’ve never had any issues until we did the streamline refinance November 2020. We only refinanced because of the low interest rates & the dramatic decrease in our monthly payment. Every since we refinanced it’s been a nightmare. We have escrow & Freedom Mortgage is failing to pay the taxes. They paid the Mud taxes December 2020 but failed to pay the property & school taxes. I’ve been calling every month for 5 months & it’s not paid. The taxes go up 13% each month. I not only get letters from the tax office, I get a ton of junk mail for help with my taxes. They finally paid the school taxes last month but have not paid the property taxes which are now 6 months late. I did the calculations & I’m going to have a major escrow shortage which would explain why my refinanced mortgage is so much cheaper than my original mortgage. I paid all those refinance fees for nothing. Stay clear of Freedom Mortgage especially the refinancing. It’s a scam.

3 months ago

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Siren Gita Puyallup, WA

SCAMMY SCAMMY SCAMMY. They bought our loan and have been a nightmare ever since. They appear to have lost a class action suit on things they are still doing to us, like the constant robocalling and spam advertising...now we are trying to refi with another company and they are flat out refusing to sign the paperwork and are simulataneously begging us to refi through them. They have bombarded us with dead trees and emails and wont stop even through we have asked them dozens of times at this point. They are horrible and they will not let you go without a fight, even if you never agreed to doing business with them in the first place.

3 months ago

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kristopher dean Blue Springs, MO

Terrible service, terrible professionalism. I’ve been with them for 5 years and luckily never had to really call in. I have a 260k loan that I’m trying to bump up to 370k doing a cash out refinance and then get another loan for a new property for 350k to 400k. I’ve called in 5 times over the last 48 hours to do a cash out refinance on my loan and talk about getting a new loan for another property. I kept getting routed to the streamline refinancing department and as soon as the sales agent finds out I’m not interested in that product, the service turns to garbage and they don’t care about getting me to the proper department or providing any help at all... they literally act like they could care less and I’ve been their customer for the last 5-6 years now. I was transferred numerous times to a dead line or a line asking for their internal state codes or just disconnected. One guy got an attitude with me and cursed at me as he hung up on me because I didn’t want an fha streamline loan. I finally got to talk to the right department today and after being on the phone for for over 20 minutes, going over everything I’m trying to accomplish, the line disconnects and the guy doesn’t even call me back. There’s no accountability or service.

4 months ago

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R Tampa, FL

Worst experience ever and it's happened multiple times. My mortgage got sold to these idiots and I sold my house back in 2020 and trying to get to talk with anyone who can email me a copy of my payoff letter is so difficult. Supervisor# 2161 lied said it would be to me in the hour ha!! Didn't happen ....called back nd said it would be there the end of business day today see if they actually do it. I'm gonna guess they won't. I'll be making another phone call tomorrow. It's 2021 And your telling me I can't get a simple email with a payoff letter ? I've wasted over 2 hrs trying to get someone to do their job. Save your sanity go elsewhere.

5 months ago

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KRose 7 Minneapolis, MN

The money in our escrow was supposed to be paid to the applicable parties in December 2020. We started a refi in February of 2021, and closed in March. Shortly after, we got a notice from the tax assessor that our taxes were delinquent. After doing some research, we found out that Freedom Mortgage didn't pay the taxes in December like they should have been! In fact, they took the escrow money, and used it in our refi loan. Never once did they disclose that. Now we have to make our house payment, and pay back the escrow that should have paid our taxes! This company is a bunch of crooks.

4 months ago

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Gordon Cooke Derry, NH

Absolutely the WORST customer service I have had in 20+ years of owning homes. They asked me to refi, I started the process and then the "fun" began. My "customer advocate" would not return phone calls or emails, when I escalated to the "customer success manager" they cc'd the first person that I was having issues with, ignored everything about the customer experience and just asked for the paperwork that was needed. Screw them, if there were negative ratings available I would do so.

5 months ago

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Robert Rootes Bestselling Author Fredericksburg, VA

They have good communication with their clients. They were easy to contact during the lockdown. They were willing to work with clients when money got tight.

3 months ago

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Sanddyy Coatesville, PA

If I could give zero stars I would. I chose to move forward with Freedom Mortgage for my Refi because they held my current loan and promised me a quick and stress free closing of 30-45 days max. It has been 3 months since I started the process and I am still not closed. They have lied to me over and over again along the way. And they seem to be doing everything in their power to ensure I do not close despite receiving my loan approval. After they approved my loan they told me I needed to wait 10 days to close. I reluctantly scheduled a closing and the day before the closing was scheduled for they emailed my title company to let me know I will not be closing because of a logistical error. They told the title company (who would be the one to handle my closing) that I would need to reschedule. No one from Freedom Mortgage ever reached out to me about the matter. I spent over 5 hours on the phone with them to try to get answers about the closing and every person gave me a different explanation as to why I could not close the following day (all of which were lies because I ahem documentation showing that their statements are false). No manager ever called me back. Everyone I spoke with said they would figure it out and get back to me. No word. Nothing. This is the worst experience I have ever had with any lender and I am a real estate agent who works with lenders all day long. I would not recommend this company to my worst enemy.

6 months ago

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Jeff Eisenbeis Palm Bay, FL

If you are considering refinancing with Freedom Mortgage Corporation, RUN, don't walk, away! It is the most disorganized mortgage company with which I've ever dealt, and I've worked with many. I did a "streamlined/no cash-out" VA loan refinance. It was a problem from the beginning....two different closing disclosures, neither of which was accurate. Finally got the "final" Closing Disclosure AT CLOSING (supposed to happen three days before closing). They refunded my escrow against my loan balance and then charged me for an entire year of insurance at closing, which I guess was reasonable since my insurance was due three weeks after closing; HOWEVER, they didn't pay the insurance and after many hours on the phone, I now have a "promise to overnight a check to" my insurance company. This is the most chaotic, disorganized, terrible experience I've ever had with any mortgage company or any financial institution for that matter.

8 months ago

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Amanda Hastings, MI

Very good and helpful when it comes to setting things up, late payments, options instead of or to prevent foreclosures. Somewhat difficult to speak to the correct person and/or update things by phone through an agent. Mostly everything must be changed/verified online.

1 year ago

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Dru Lonoke, AR

My loan was sold to Freedom over 2 years ago. As a Veteran in the U.S. Army, I used the VA Loan option. Since joining with Freedom Mortgage they have lowered my interest rate twice, something I would not have had at the original lender. Overall, my experience has been good.

1 year ago

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Veronica K San Antonio, TX

Have been with Freedom Mortgage for just over 5 years and have not had any issues. They helped me when I needed a payment plan and have always answered the phone for me. I have a VA loan and no issues. Sad to see others have had issues so I'm not sure why. Was just offered the lower rate, part of Eagle Eye program too. Very friendly and recommend.

1 year ago

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Paula Avon, IN

Refinanced with Freedom Mortgage - was ok but raised payment in less than a year- not happy

1 month ago

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Went Elsewhere Covington, LA

Awful. Every step of the way. They are completely overwhelmed, their systems do not talk to each other at all, there is virtually zero communication and what almost nonexistent communication they try to regurgitate is not correct. They don't even check their own e-mails they sent. A simple refinance (they had the original mortgage!) with tons of equity in the house, great credit, and after two and one-half months they wanted to do the entire loan all over again. You could not make this up. Don't even bother.

7 months ago

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Jeremy L. Norwood, MA

I wish websites would allow a zero star rating! I was forced to use Freedom when they bought my mortgage from another "servicer". I finally refinanced away from them, but they did some messed up stuff to try to force me to stay with them. They decided to stop paying my homeowners insurance, and replace it with a more expensive, inferior policy. (I'm going to guess that kickbacks are involved). Their online system failed to post a payment and they didn't notify of this missed payment until after 30 days, resulting in a negative report on my credit. I filed disputes, compliants, and asked for removal... and got nowhere THEN, Freedom placed my entire account into forbearance. I never requested/agreed to this. I was never even notified of this, only discovered it when I logged in to my account. I am convinced Freedom did this as retaliation for my disputes and complaints. I believe this to be the case as I told them "I cant wait to refinance away from you"... they attempted to sabotage my refinance by putting my account into forbearance (taking advantage of the CARES act to do so). They claim the forbearance "was an error" but very quickly removed it when more complaints were filed and I threatened a lawsuit. AVOID THIS COMPANY if you can!

9 months ago

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Brent Lee Tampa, FL

I currently have a mortgage with Freedom. When I first became a customer they were amazing; however, over the years they have abandoned any type of quality customer service. I recently tried to refinance using the VA home loan, after several weeks of back and forth, I finally had enough and told them to cancel my refinance. I will be seeking out another company to refinance through and hopefully will never have to do business with this company again. There were two people that tried everything they could to smooth this process out, Andy L and Stephanie C. They were the only team members at Freedom Mortgage that valued their customers and delivered quality work. If the rest of the team followed in their lead, I would probably still be a customer of Freedom Mortgage.

10 months ago

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Chateara Seymour Missouri City, TX

AVOID! AVOID! AVOID!! Not only do they have the worst customer service, their business practices are predatory to say the least. Scott L contacted us multiple times regarding a VA loan rate reduction and after reviewing our existing loan and noted that I am a 100% disabled veteran and would not be required to pay the loan origination fee. I called Scott L again (within the 72 hour cancellation time frame) and left a second voicemail. I subsequently followed up those voicemails with three (3) additional emails (after the 72 hour period). I contacted Freedom Mortgage customer service and after 2 hours and 57 mins, I was told that I should have stopped our signing, sent in the cancellation form, or called another customer service number - and the VA loan origination fee would remain on our loan. By continuing to require this fee, Freedom Mortgage has essentially absolved Scott L (an agent of Freedom Mortgage) of any responsibility to answer my calls, return my calls, or respond to any of the emails that I have sent; thereby creating a predatory lending practice at the detriment of disabled United States Service members.

11 months ago

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Deborah Alberti

Our mortgage was sold to Freedom Mortgage in November of last year. Within two months they had us a lower interest rate and lower payment. They also do not charge a late fee if you are within the 30 days your payment was due

1 year ago

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Ross Quincy, MA

Freedom Mortgage brought to my attention that I could refinance to save money as rates have dropped (this is how they earned the second star). All other aspects of this process have significant room for improvement. Biggest issue - Communication: This is likely the biggest, or one of the largest purchases of anyone's life, having sub-par communication is not acceptable. During the the refinance process Freedom Mortgage told me not to make payment for X & Y months as I was signing my loan during X month, yet it was already the 2nd day of X month and Freedom Mortgage's automatic payment processing runs on the 1st, so my payment had already been processed, by Freedom Mortgage. I then had to spend several days chasing Freedom Mortgage to get an answer as to what was going on happen with my money and was told it was going to possibly take another month to get my money back to me. Additionally, there was an issue with documents getting cut off and Freedom Mortgage failed to highlight the actual issue that the documents were getting cut off during printing and that the documents needed to be printed with a certain feature enabled (fit to page). I had to get help from a 3rd party on this. Second Biggest Issue - Ownership: As has already been established, this is a huge purchase, and Freedom Mortgage made a huge mistake when they failed to communicate. They then pointed their finger at me, and said I shouldn't have processed the October payment. Really?!? I shouldn't have done what?!? Freedom Mortgage needs to learn how to own their mistakes, and should never be accusing their customer of making a mistake. Correct, even when the customer makes a mistake, it is Freedom Mortgage's fault for not ensuring the instructions were clear. That is a huge portion of your job (hence why section one is "communication"). Last but not least least, security... This is becoming more and more important with each and every company/business across all sectors, but it should be in the he front of everyone's heads when talking about huge purchases like this. I as the end user have no guarantee that phone calls received from any phone number are who the person on the other end of the call say they claim to be, Freedom Mortgage should either register all of their employees phone numbers as "Freedom Mortgage" to give their customers peace of mind and help them identify who is calling, or Freedom Mortgage should not be trying to rely on phone calls as heavily as they do. Email & secure message centers offer many features which phone calls do not, first and foremost being emails contain history & all your employees emails are constant (@freedommortgage.com). Additionally, it allows everyone to respond in a timely manner and is transparent (because of history). (I will admit, I have no idea what I am speaking of in terms of registering phone lines to show up with text, but I know it can be done as lots of companies call me and show up with "Company Name" instead of the phone number).

1 year ago

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Vicki Bell Henderson, NV

Customer Service is excellent and they are very good with there advice when you are applying with them. They fit your needs to there program and also assist you with any questions and provide you with options when taking out loans with them.

3 years ago

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H Moore Lehi, UT

We've been with Freedom Mortgage for two years when our mortgage loan was sold to them. They have a great website, which makes it easy to look up past payments and the amortization of your loan. Whenever I've called them with questions, I've been satisfied with customer service.

2 years ago

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Jeff Justice West Jordan, UT

A great company to work with! Our primary has been with Freedom for several years now and while it's been very low maintenance, the few times I've needed to call them for any account questions, their reps have been some of the most pleasant service people I've talked to.

2 years ago

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B Wasilla, AK

We make our payments on time and never had any late fees. That being said, we aren't thrilled how they expect money pretty far in advance, we get the bill almost a month ahead of when its due... which is fine, but never had bills come that early for something. Otherwise never had any problems.

2 years ago

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PolyanaL Salt Lake City, UT

I have owned my home for over 10 years now and since then Freedom mortgage is who I pay my mortgage to. Their online system is very easy to use. I was able to do isntallments weekly on my mortage and when I got paid weekly. When I moved job and got paid monthly instead, I called them again and asked if I can go back to monthly payment instead of weekly and they were able to do it right away.

3 years ago

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Troy Millett Lindon, UT

I have had a mortgage with Freedom Mortgage for the last 6 years or so. I received a letter from them a year ago saying they would refinance my loan at a lower rate for no charge. I took them up on the offer and it saved me a lot! Who does that?! Absolutely nothing out of pocket. They have earned my business!

3 years ago

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Anthony L Perillo Haverhill, MA

Very poor customer service. Hard to get someone to talk to. They have a message option on their website that they NEVER respond to. They harass you about increasing your homeowners insurance through their company when you already have one and use such tricks as it has expired when it hasn't. I was transferred to them from my previous loaner.

8 months ago

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Mona Albuquerque, NM

I refinanced in july 2020 did not close until December 2020. The customer service were not very knowledgeable and not very caring about timeline for closing. Finally after closing I called to set up my payment to be automatically withdrawn from my bank account lets see how that goes will be checking at the end of the month. The person who helped me set my auto withdrawal was very knowledgeable and courteous. Wish me luck.

9 months ago

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Richard Lakeland, FL

Worst customer ever. We currently have a mortgage with FM (not by choice) and trying to do a Refinance with them. It going on 3 months and still hasn't been done. You email them...no reply. You call them...nobody can answer basic question, they have to call you back but never do. Finally got the process done and set up signing the paperwork. The rep never showed up for the closing. No call No show. Guess its time to go with another company. This company is a Joke. I highly recommend using another company. Just look at the reviews.....

11 months ago

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Karen Tone Bradenton, FL

Stay clear of Freedom Mortgage, if you have an issue they will not resolve it. They re-evaluated our escrow and submitted the wrong tax code and are charging us $53,000 a year in taxes on a $200,000 condo-that is close to $4,000 a month additional. They are telling us to pay the bill and we will be refunded later, they are also offering us a forbearance if we cannot pay. They also added a flood policy for an additional $700 a month without our approval when it is already covered under our association dues. You can't make this stuff up! This is the highest level of incompetency I have ever experienced with a company. We have been calling twice per week for 10 weeks trying to get this resolved and every time we call we get someone new who is working from home and doesn't care. They promise to have a manager call us back and we NEVER get a call back. Our credit has been ruined waiting for a resolution and I feel so powerless I want to sell our condo to get away from this nightmare.

1 year ago

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Sara Marquez Pasadena, CA

I called about refinancing and the department that handles basically told me no, not in my best interest? I was surprised he didn’t take the time to look into and making sure? I have not tried calling back

1 year ago

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Sticky Stripz Liberty Hill, TX

Avoid Company At All Costs.... We sold our home and contacted Freedom Mortgage to release our escrow account which was an accumulated $9000 + . We were informed "the check is in the mail" which after patiently waiting 2 weeks never showed up . We contacted the company again to inquire and were told "we must have sent to wrong address " and were given another date which again "check never came"....and another date and so on. No supervisor or manager available to address concerns just shuffled to the next cubicle/employee. If we withheld our mortgage payment this long they would have foreclosed. This company needs to be held accountable

1 year ago

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Jess b Jacksonville, NC

I’m a realtor in NC attempting to assist my client with a short sale. He is an active duty service member whose home was severely damaged by hurricane Florence. Apparently FMC was extremely difficult to deal with at the time of the disaster. After the repairs were made I listed the home for sale, at top price. We received an offer come to find out that FMC had added fees to the back of his loan. So we initiated a short sale. After receiving and accepting a full price offer, I was contacted by the appraiser who told me there was an active leak in the kitchen wall. Upon further research and confirmation with FMC- they had sent out a preservation company to carelessly mow the lawn. They hit the water spigot resulting in severe water damage to this like new home. Water was seeping through the brand new floors, mold throughout the brand new drywall. I contacted them immediately to notify them of the damages, and was told they would file a claim. A couple weeks later I called 10 times only to be told 10 different things. They never initiated a claim. It’s been 4 months. I presented them with a CASH offer and multiple estimates reflecting the repair costs. I was told they submitted it to the VA for approval. The VA responded and told them it is their responsibility as the servicer to protect the home and that they should file a claim and be responsible for the damages. When FMC relayed this information to us there was absolutely no responsibility or empathy implied. In fact, they told me they would send someone out to assess the damages (4 months later) and I still haven’t been contacted. I was also told “the va denied the offer”. Apparently foreclosing is a much better option to FMC. I plan to contact the VA Technician responsible for his loan and report failure to complete property inspections, failure to report material damage and even the possible predatory mortgage servicing that has been added on to the back of this REFINANCED loan. Absolutely unfair and my heart breaks for this poor veteran. BUYER BEWARE.

1 year ago

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Roger

Freedom Mortgage bought out my mortgage from my original mortgage company. In the beginning they could not get one single thing right. I would always pay extra each month to help pay down the principal. Freedom would not apply it to the principal. For like 6 months I had to keep calling them so that they would apply the money to the principal which was very inconvenient. I finally was able to talk to someone that knew what they were doing and set it up correctly so I would not have to call in every month.

1 year ago

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Chris Anchorage, AK

I read the reviews and still went with them because they offered the best rate. They are the worst, however. Every step of the way: Originating a loan, selling and then buying back the loan and finally when you sell the property. it seems like it is the first time they have ever dealt with a mortgage. Customer service either has no idea what they are doing or will be cryptic and hide facts. To get anything done with this company, you have to make a formal complaint with the Consumer Financial Protection Bureau. I've done it six times with this company and they have had to correct the problem each time. Very unethical and immoral. Look at their record with owing the US government for scams.

1 year ago

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Wendy D Canby, OR

Worst experience ever with any refi or loan in 20 years. Poor communication, tried to charge us for 2019 taxes that had already been paid from our escrow account again at closing. Could never reach anyone by phone and would spend hours reguarly trying to call to manage continual problems. They didn't even bother getting our loan documents to the appointment they scheduled at closing. They never did call or apologize for that. At 2nd closing appointment, halfway through the documents they had included some other person's name and private info instead of ours...major privacy breach. They bought our loan, we never sought them out and only refi with them because it was cheaper to do than starting over on a new loan, but would not do it again with them any type of loan EVER. If I could give them zero or negative stars, I would. I have done other home loans and refi in the past with other companies that were great and so I never knew this process could be so bad or that it was like this some places. Never knew a company could be quite so bad. Avoid these people at all cost.

1 year ago

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LLT Yuba City, CA

Would give them zero stars if it were possible. My VA loan was sold to them, first year was fine but then they began calling me non-stop to do a streamlined refi for a lower interest rate (only 1 pt lower). I finally said yes just to get them to leave me alone, refi was a nightmare, misplaced paperwork, no response to emails, phone calls not returned, etc. Refi Loan finally closed and now they haven't paid my homeowners insurance from the escrow account. Spoke with a customer service rep, she said it looked like a the was a typo the account, insurance should have been paid on 11/25/19 but someone typed 11/25/20. Nothing they can do about it now so I'm on the hook to pay the insurance out of pocket. Horrible company. FYI .. after spending more than 45 minutes on hold I finally got through, the rep apologized for the wait and said there were over 250 calls in que.

1 year ago

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Mary M. Saint Paul, MN

If I could give a negative star rating, I would! NEGATIVE FIVE!! at the very least. We have had a Freedom Mortgage for 3 years. My husband is a veteran so we went with a VA loan. In June of this year (2019), a representative from Freedom Mortgage called to say we qualified for a VA refinancing that would lower our interest rate and payment. We were assured that it was a very streamline process. Nothing could be further from the truth. (And it seems from the other reviews that we are unfortunately part of a trend) After submitting our documents we didn't hear back for a couple of weeks so finally I called. They kept saying that it was because they were waiting for a subordination (we took out a very small loan from a community group to insulate the house) but that was untrue. The problem was both Freedom Mortgage and Inspire closing staff were either incredibly incompetent or this was all a scam to start with. After weeks and weeks and a multitude of emails (in which they informed us they were wrong about x or needed to redo y or sent the wrong amount in, etc.). We received this email (on November 6th -- 4 months after we started the refinancing): It looks like due to the age of this file Freedom Mortgage had to close the loan. I have been working on trying to reverse this, but with no luck. I apologize for all the hassle. I can reopen the loan for you if you still wish to proceed. Let me know. Thank you. Freedom Mortgage has all of their press releases about amazing growth and how they serve veterans. Seems their growth (and profits) are at the expense of veterans. I tried multiple avenues of trying to get some customer support and got no where. I hope someone investigates this company soon.

1 year ago

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Jennifer D Cypress, TX

This mortgage company does not honor original agreements they agreed to and approved such as a VA Modification that was sent to us stating the VAMOD was approved. They then state after the 3rd trial payment that it was on a forbearance instead but did not generate the denial letter to be sent out to us “because the incorrect CIT was used to have the correction letter sent” so we did not receive anything due to their error. This is our fault…how?? They also never stated anything about a forbearance until my third payment was made. I have spoken to probably every rep in their company and each one stated completely different information. Not one rep has any idea what is going on with our account. They refuse to honor the original VAMOD that we under the impression we had because they stated that the VA did not approve the MOD. However, the rep at the VA stated they did approve it and not the forbearance. I will NOT recommend these people and their antics. They are clueless and refuse to honor what they stated originally. Kept copies of everything sent to us but they still question “I’m not sure how you have that”. Well, I did not use their letterhead and make my own contract up! This is by far the WORST company I have ever dealt with. Be careful when you deal with these unprofessional people.

1 year ago

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Brian Helena, MT

WORST EXPERIENCE EVER! I refinanced through this company NOV 2019. My payment was set to be slightly over 1400, then there was a shortage 2019, so it raised to 1480. I was advised to refi, and my payment would be 1404. I did refinance in NOV 2019. In March I had to pay 1570, because of a "shortage." No response was given, so I had to file a complaint through the state. Lone and behold they underpaid the taxes, and the check was sent back. So instead of sending it back to my account they simply didn't, or put in the wrong account. So to make up the shortage and recover the "cushion" my payments went to 1465, which I wasn't happy, but i understood. Then in June 2020 I was told there's another shortage! My new payment starting Aug is 1494! I called the company, and they said they never returned the tax check and they paid the taxes for my property Feb and May 2020 over $1300 each time. My property tax per year is $1300 and change. I asked for a manager to call me so we can straighten it out, instead I was told I would get a letter sent out to me on July 13th- 3 weeks after asking for clarification and 2 weeks to dispute before my new amount is due. This company lied to the state saying they returned the check to my account. The only time I ever get answers from this company in a semi timely manner is when they are reported for fraud/investigations. Then I asked not to be contacted for Refi due to the horrible service I have gotten, and yesterday 07/06 I was called about refinancing. At this point I am selling the house, and dumping this company. They offer great deals, then never follow through. I have turned them into the BBB multiple times, the state for investigating now 2 times, and now to the FCC for mortgage fraud. This company is absolutely ridiculous, and I would avoid them AT ALL POSSIBLE COSTS.

1 year ago

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Vexed Client Front Royal, VA

Initially when I was SUPPOSED to close on my refinance (Freedom initiated), I felt it was short notice to get the cash to close figure the morning of closing. Thats the start. The notary who was supposed to meet with me for closing never showed. When I called Freedom that evening they were very apologetic and assured me that rescheduling my closing would go flawlessly. At that time I felt that they handled the situation well. Thats where it ended. The day before my rescheduled closing I received a notice that my cash to close was more than initially agreed to. It took 5 phone calls that day to get any sort of inclination that it would be corrected or explained and someone would call me back. I asked the representative when I could expect a call back. He said that evening ot the next morning. Well, I waited until about 1 hour before the time I was supposed to meet with a different notary and ended up call again myself. It took another 5 phone calls, on one of which I got laughed at. Their solution was - pay the higher amount even though the rescheduling was needed at no fault of mine, don't close and pay my regular mortgage payment (which would have been late at this point) or reschedule gain and risk my cash to close going higher. HOW IS THAT RIGHT? I felt like they were holding me hostage. It took several times of me telling them " how can you not see that what you are doing is wrong". At this point the notary was already at my house listening to me argue with the general incompetence and unwillingness to do the right thing which was make the cash to close amount the same as what it was a week prior. 12+ phone calls total and nobody could tell me that there were any notes in their system about any of it. I wasn't asking for anything outrageous. I wasn't asking for anything beyond what I was told the cash to close would be on the original closing date that I was available for but their notary pulled a no show. They were simply not willing to uphold their end of the agreement and stated that there were additional escrow monies due(according to one person - another said there is a per diem interest charge) they can't even get on the same page with the reason I was being charged more. When I finally reached a supervisor (remember 12 phone calls later) she tried to explain why I was being charged more. I reiterated that charging me more regardless of reason on their end is the wrong thing to do and morally bankrupt especially because the ball was dropped on their end and not mine. After going back and forth for quite some time we came to an understanding.

1 year ago

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