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Freedom Mortgage

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4.5

Overall Score

LAST UPDATED: December 19th, 2023

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

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1.0

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209 Reviews

Review Breakdown

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17%

4 grade

8%

3 grade

2%

2 grade

4%

1 grade

69%

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Wendy Jo Moyer Orlando, FL

I'm so disappointed with Freedom Mortgage. Our mortgage has been sold multiple times, and I've dealt with numerous mortgage servicers over the years. When this mortgage was taken over by Freedom, we received a notice that we were required to have insurance on the property. We do. Why didn't our insurance information carry over from our prior servicer, which is the usual process during the transfer, and if not, why didn't they request the information from us as a new customer? I dealt with that issue. Now yesterday, we received a $7,287.87 escrow bill in the mail. I expected to owe some additional amount in escrow ($1,742 per my calculations). I eventually discovered that they overpaid our insurance company by $3,523! Now, to fix this issue has involved horrible customer service and being disconnected. And getting to a human is very difficult. Getting back to that same person (even with her name and extension) is impossible.

3 months ago

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Antonio Sanchez

Steer clear of this lender if possible. I did not start my loan with Freedom Mortgage; rather, my contract was sold to them. My mortgage in the first year I was with them went from $2,450 to $3,450—that's a $1,000 increase in less than one year. Freedom Mortgage stated that it was because they paid for two home insurance policies. However, I only switched insurers when I was up for renewal, which is the correct time to switch over. They also claimed that my property taxes went up an additional $4,000 per year, assuming that I was not living on the property as my primary residence. I've lived in this home as my primary residence since May 2019. I used to be with Lakeview Loan Servicing prior to Freedom, and the only reason I had refinanced with Mid Mortgage America—who then apparently sold the contract to Freedom Mortgage without my consent—was having had Lakeview Loan Servicing for over three years. I know that the practices Freedom is employing are incorrect and seem designed to generate additional funds. This is made more evident since I receive phone calls and texts from Freedom Mortgage twice a week trying to persuade me to take out lines of home equity credit or buy a new home. This is the first time I've heard of a mortgage company telemarketing sales to existing clients. Lastly, I tried to process my mortgage payment for the month of November 2023, and it seems an account number was off. As I noticed right away, I called Freedom within hours to notify them. They did not correct the issue or "see any problems" and reported it to the credit bureaus, resulting in my credit dropping by 100%. This has been one of the worst lending experiences and makes me question being a homeowner. The only reason I have waited this out is that my rate closed with Mid Mortgage at 3.5% in October 2022, and with new rates now being in the high 7%, I am stuck, and Freedom Mortgage knows this. They are trying to further capitalize on this with these fake fees and an increase of over $1,000 in my new mortgage. When I bought my home in May 2019, my mortgage was $1,950 with a 4.4% rate. Now, in November 2023, with these new fake fees, my mortgage is $3,450 with a lower interest rate of 3.5%. Do the math: my mortgage has nearly doubled in four years from the home purchase. Do research on who you are lending with.

3 months ago

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Katie Herrin Longs, SC

When we first started with Freedom in 2021 it was a nightmare. We were refinancing our loan for a lower interest rate and we finally were ready to close. The day before our scheduled closing date, my husband found out he was leaving on an underway literally that day and he had to be on the Submarine all day to prep, where he wasn't allowed to use his phone. He had already added me to the authorized users for the loan, but when I called to tell them we needed to reschedule, they refused to talk to me until I made them transfer me to escalations because why send someone to my house to sign paperwork when my husband wouldn't even be there. They finally were able to fix the situation and everything was fine. Fast forward to May 2023. We are selling our house, as my husband is now out of the Navy and we made the mistake of agreeing to do an assumption loan with the buyers because they wanted our 2.25% interest rate. When my husband first reached out to Freedom, he was told the process would take two weeks and that we would be good to close by the end of that month. Okay, perfect. So closing time rolls around and we have not heard anything form freedom so we call again and are told that the process is supposed to take 90 days but they will expedite it and we will be able to close by the end of June. Okay fine whatever, it's just one more mortgage payment. June is coming to an end and we are given no update despite multiple calls and call back requests. Finally we get a point of contact with the Assumptions Department. She tells me that we went into underwriting on June 24th and it should take 3 weeks. I asked her at that point when we should expect to close and she told me 45 days, so mid September. Okay fine, we will cash out on my husband's retirement so we can make rent and a mortgage payment for a house we don't even live in anymore and should have been sold 2 months ago for July and August. Midway through August my husband calls and speaks with someone else who tells him that we were never in underwriting and that it was going to be 60 more days until we can close. Excuse me, WHAT? So I call our original point of contact and get told that was defiantly not the case but we are still in underwriting. At this point it should have been done. She assured me we would be good to close by the end of September and after Underwriting they would expedite the final review. We could not afford a mortgage payment for September, so we requested that it be pulled from closing. Two calls later I am finally told (this is September 19th) that they will not approve it unless the payment is made. At this point we are BROKE. I asked if I could pay with a CC because of our situation and I was told yes that I could call customer service and they would take the payment and as long as they received it that day, we could close that Friday, the 22nd. So I called customer service and was told, no we cannot take a debit OR credit card over the phone. Yet again I am being told two opposite things by different people so I ask to be transferred to Escalations yet again, to which the rep replied with an attitude "They're just going to tell you the same thing, but fine." I was placed on hold for 15 minutes and finally had an Escalations supervisor on the phone. He confirmed that they could not take a card over the phone. After bawling my eyes out because I needed that payment to go through that day, as this had already cost us over $6500 and we needed the sale to go through before the month was over, he finally told me I could Western Union the money and it would be fine. So I found a Western Union, took out a cash advance on my credit card, and I paid the fee to get the money to them that day. I also had to pay a $60 late fee because they wouldn't answer our inquiries about getting it paid at closing but whatever, I will take that responsibility. So this bill is paid, my husband and I were scheduled to sign the closing documents on Monday, September 25th. I called the assumptions department and let them know and requested a call back. After we signed the papers, I get a text from the realtor stating that the buyer still has not heard from Freedom and that he is not able to sign until Friday. At 4:45pm after I got that message I called Freedom again and was placed on hold for almost 20 minutes while they tried to get someone from the Assumptions Department on the phone. The rep that put me on hold picks the phone back up at 5:02pm and tells me that the department closed at 5pm. 2 minutes after my hold time and that they were supposed to call me back by the end of the business day that day per my callback request from the previous week. I have a message sent to a supervisor of the Assumptions Department and I am assured I will get a call back the next day from the supervisor themself. 2 days later on Wednesday, I get a call from our point of contact, who was apparently out of the office the rest of the week after I had talked to her on Tuesday and I am told that apparently while she was gone, no one else did what they were supposed to do and now we need additional documents and even if they were received that day and approved, we would have to wait an ADDITIONAL 3 business days before closing which would put us at today, Monday, October 2nd at the VERY earliest. So now I have to make ANOTHER mortgage payment and I am having to borrow money from other family members to do so, so we can stay afloat. This morning I call my point of contact again because I still have not received any sort of correspondence or phone call that I have been promised multiple times over and over again and she is out of the office. So I call customer service and I am on hold for 40 minutes of the hour long phone call. I was promised a call by the end of the business day from a supervisor yet again. It is 6:43pm as I am typing this and I have yet to hear back. Now I have spent $8000 in mortgage payments/utilities due to the negligence of Freedom and their staff. We were supposed to close 4 MONTHS ago. Promises are made and broken time and time again. We will never use this company again.

5 months ago

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Kristen Michelle El Mirage, AZ

WORST COMPANY EVER!!!! We have been waiting months for either paperwork or for them to call us regarding a loan assumption for a divorce situation. We call and we are told they are behind and someone will call then no one ever does. We are told we will get paperwork, yet we never do. We are told they only have record we called and requested info a few weeks ago and no record of all the other times we called dating four months ago the first time. Nothing but problems with this company! OUR LOAN WAS SOLD TO THEM, WE HAD NO CHOICE IN THE MATTER.

5 months ago

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M Brock Edison, NJ

Worst customer service. Freedom bought my mortgage. Double-billed my auutomatic withdrawl, and instead of helping me get it back quickly, lectured me on the rulkes and conditions of changing your withdrawl date. To get my money back, I'd have to jump through a bunch of inconvenient options and it would still be days before they return my money. I understand money transfer rules create some issues, but instead of helping me, Freedom seemd bent on blaming me. They will not hold my mortgage in two weeks, I'm selling. I'll get the money back in settlement now. But I leave a very unhappy customer. You shouldn't chance becoming one if you are looking for a lender who holds their customers in esteem. These folks treat custoomers with contempt. unhappy customer

8 months ago

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Nick Mullins Louisville, KY

DO NOT RECOMMEND FREEDOM MORTGAGE! Used them for initial house purchase. The website is not user friendly and it is difficult to find documents for tax purposes. When I had questions regarding my initial loan, it took days to get any response back. Recently completed a loan assumption (brother in law was taking over our existing loan) which was a nightmare. We started the initial documentation in early January and just finished the final loan assumption in late June 2023! They dropped the ball on countless occasions throughout the process. Stated they never received documents although we had fax confirmation on each one. They set extremely short response intervals for documents we were required to provide however they exceeded the time limit for their responses on numerous occasions. We closed on the loan assumption several weeks after the final deadline (set by Freedom Mortgage) while having no delays on our end regarding paperwork or documentation to provide. We would constantly get the run around in terms of who was responsible on their end of taking care of certain parts of the loan. They would consistently transfer you to another department and later claim that the person we were trying to reach had been out of town but didn’t notify us of this on the front end. We repeatedly would get no response back when asking questions or submitting documentation and would finally have to suggest we get a loan attorney involved in order to get a response. There isn’t anything constructive or positive I could say about this company. They are very disorganized, unresponsive, have lack of empathy for the situation (process took literally 6 months), and did very little outside of delaying every step as much as they could do avoid assumption of the loan. DO NOT RECOMMEND FREEDOM MORTGAGE!

8 months ago

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David Taylor Banning, CA

Our mortgage with this company has been a nightmare. The first thing they did was to put our last payment of the year in a holding account and then say we didn't make the payment, ruined our credit score, tried to charge a late fee and spent 5 hrs on the phone to attempt to fix the situation with incompetent freedom mortgage employees. Now they have a shortage in the escrow account which we paid in a lump sum to keep the payment the same. They misappropriated the lump sum for the shortage and raised our mortgage payment. They didn't fix our credit score even though it was their fault! Amazing way to do business.

9 months ago

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Lord Analog Dallas, TX

Freedom Mortgage is the worst servicer in the business. My home has significant damage from hail. State Farm paid promptly. Because of the extent of the damage they sent the check with Freedom's name on it. I sent the check to them. They sat on it for a month. Then they claimed that State Farm stopped payment on the check. State Farm said that is not true. When I call their Loss Damage department its always an hour hold. They won't communicate by email. They won't call State Farm. They say they escalated but the manager does not call. More than a month and my home is still not fixed.

10 months ago

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Val Sharp Pasadena, TX

My mortgage was sold to this company in December . I have had nothing but issues . Multiple reversals of payments then added late fees when my bank had never received a request for payment . This has happened all three months . I was told to sent up direct withdrawal so I did and my April payment has still not been take out . They have reported missed and late payments on my credit as well . Now I find out they today My HOA and my insurance was not paid at all even though I have them escrows . Then when I call they tell me their company only pays taxes from escrow but my payment is the same . I ask to talk to a supervisor or manager and I am told no that they will ask them . I am never allowed to speak to anyone . Then when I call back it’s like 50 first dates and no one has even noted I’ve spoken with them. This is the most unprofessional/ underhanded company I’ve ever worked with .

11 months ago

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Denise Sandln Midlothian, VA

This mortgage company is the worse I have ever dealt with. My loan was tranferred in November. In January I changed from monthly payments to bi-weekly. The payments are ACH. They pull the payment and then reverse it. I have called at least 20 times to get this fixed and they don't seem to have a clue how to do it. They have filed delinquent payments on Transunion and yet they are the ones making it delinquent. I have filed a dispute with Transunion yet Freedom Mortgage has not responded. If someone sees this review I hope you respond to it. If there was a rating less than 1 star you would receive this. I had an 804 credit score however since I have been dealing with Freedom Mortgage it has dropped to a low 700. Yet they take my mortgage payments out each and every two weeks.

11 months ago

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hansmon2 Titusville, FL

Had worked with Freedom on a mortgage in the past and it went well but in 2023 had a very disappointing experience applying for a new loan. There online portal had a technical problem and they kept pushing me to send my personal documents through email. When I raised concerns the rep kept saying they had a secure portal, no matter how many time I said my gmail was not secure. When I talked to a supervisor I got the same non-sense. I asked many times for an estimate loan and never got one. The agent always stuck with telling me to give him a quote from someone and he would match it or beat it, I made it clear I wanted Freedom's best quote, not them undercutting the best I could get and only by matching it. After many rounds of that nonsense the rep just closed out my application without any notice. I will not do business with them again.

11 months ago

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jgf jhg Charlotte, NC

Just found out they haven't paid my homeowner's insurance in over a year. Got a letter from Freedom yesterday stating they are "forcing" their own insurance on me, to the tune of $400 more than my old policy they stopped paying from my escrow. My home hasn't been insured in over a year, and I am in shock. Calling my lawyer today.

8 months ago

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Troy King Upper Marlboro, MD

It’s interesting seeing so many people complaining about the payment issues and messing up their credit. The same thing happened to me, but I thought I was just crazy. Clearly something is wrong with this company’s payment process. My credit score dropped about 100 points because of their issues processing my payment. I’ve been with them for years, never been late.

9 months ago

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Daniel Jenkins Mulberry, FL

Company is terrible and are a bunch of lying no caring people! My escrow changed and I was on a auto pay so I would never be late. I work out of town so I didn’t see notice for the one month. I was 65$ short but paid it on phone when they called. They reported me to credit bureau saying I didn’t make my payment at all. Screwed my score and would not help me. Finally someone said they would but didn’t and then wouldn’t help on phone but sent me to some online portal that said they couldn’t help! I even have proof of the payment! Never use these people!

9 months ago

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Michael Gifford Arlington, VA

Maybe the worst. They bought mine from Rocket and it's been a disaster ever since. They didn't pay my taxes to LA County on time (until I caught it, and after the delinquency notice), screwed up an escrow analysis and didn't give me straight answers with the details for WEEKS, and then have the nerve to pester me about refinancing. Honestly I'd probably pay another 50 bps to refi with another company just to get away from them. I didnt want them to begin with and I still don't. Oh and their website is crap. Steer clear if you have a choice. I didnt!

11 months ago

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TechSupport96 Salt Lake City, UT

They bought my loan late last year and the sale was finalized on December 2nd. I hadn't made my December payment yet and I had no way to contact Freedom Mortgage as no correspondence had been received on my email or snail mail addresses. January rolls in and within the first 10 days of the month I had 6 letters ranging from Welcome to threat of foreclosure if I didn't get caught up immediately. They were kind enough to finally provide my account number and online registration instructions. Made the payment I could with the funds I had available and have been 1 month behind with every payment. I kept getting letters and veiled threats about adverse reactions if I don't get caught up. Calling their phone line gets a round robin of press 2 for other options and then about 30 minutes of hold time before I gave up. One of them finally called me about being 1 month behind and I was able to get one of their humans to finally send me a package about trying to spread out the catch up payment over 12 months or put it to the back of the loan. We shall see how that goes but I will NEVER initiate a loan with them at any point.

1 year ago

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djf

I purchased my home with Freedom mortgage in May of 2021 and as a 100% disabled veteran living in Virginia I do NOT have to pay taxes on my house. When Corelogic, which is the escrow/tax recovery company Freedom mortgage uses, pulled my tax statements from my county they would NOT except my tax statement of 0$ which I am granted. So Corelogic illegally pulled the prior years records that were of the former owner and used those against me. This is identity theft of the former owner. And federal fraud against me as I am NOT the former owner and have different taxes, tax rates and discounts. These are not blanket statements, but fact, as legal statutes are in place to prohibit companies from doing this. I informed Freedom mortgage of the error in December of 2021 and by Jan had both Freedom mortgage and Corelogic on the phone understanding what they did and promising to fix it. I requested an audit of the account and was told it would take place. I have never received the results of any audit. I was told to contact my county and pull the tax statements to help. I reminded them of the 1974 ADA protection act as I am 100% disabled and would need help doing this, they didn't care and would not help. My county are the ones who informed me of how Corelogic broke the law and pulled the former owners tax statements. Then to make matters worse Freedom mortgage didn't actually pay part of my taxes and blamed the county, just as the county was informing me of the non payment. This may be confusing but by law as a 100% disabled veteran with a VA loan it is Freedom mortgage's responsibility to handle my taxes, not the veteran's responsibility. Not only did they NOT fix it but inflated my escrow to accommodate the new tax information that was fraudulent and only months later paying the late tax bill. This added $300 a month and for the next 18 months continued to bill me and hurt me no matter what I told them. In August/September of 2022 I finally got someone on the phone that seemed to understand the situation and received again promises of fixing and refunds before Christmas 2022. This again was a lie and nothing was done. Then a check for the last 6 months refund came in, however nothing for the prior year. When contacted Freedom mortgage stated they couldn't send me a check for the remaining tax refund and could only refund into the escrow. This is a blatant lie as we had received the prior refund check AND it is against federal law to hold more than $500 dollars in overages in escrow and those overages must be refunded to home owner. Freedom mortgage then blamed the county treasurer for not sending them back the overages. Another lie as the county did but to an address Corelogic gave them that they now "claimed was no longer in use". The county treasurer when asked at ANY time during the 18 months for the refund said it was illegal for them to give it to me that Freedom mortgage had to. Freedom mortgage agreed with this fact but said they were always waiting on the monies from the county to be given back to them after they over paid the taxes from the escrow. Another lie as the county had proof of checks sent, not once but twice. Freedom mortgage refused to address the situation at the start of 2023 and refused to work with the buyer in sorting this out even though the buyer is who had the documentation, tax papers, and all other proof of incident. On Feb. 18th 2023 the checks were refunded by the county treasurer under instruction of Freedom mortgage against federal law. As I can only access this was so Freedom mortgage didn't have to contact me or deal with me. No formal apology for 18 months of hell, no apology for the fact that the 300 dollars per month stolen from the veteran was their food money for the month. Freedom mortgage customer service refused to help, the tax department refused to help, Corelogic refused to help. When they finally agreed to help after threats of publishing what they had done and proving what they had done they said to always ask for a supervisor when calling in BUT stonewalled me be lower customer service never allowing me to talk to the supervisor. Now I have new bill for UNPAID taxes received this first week of February 2023 which Freedom mortgage refuses to address. As stated earlier I am a 100% disabled veteran and am not supposed to receive tax bills as it is Freedom mortgage's and then Corelogics responsibility to pay these taxes and receive these statements.

1 year ago

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Kimberly Sousek

FORECLOSED ON WITH ABSOLUTELY NO COMMUNICATION SENT TO OUR HOME For three solid years, my daughter and myself have tried over and over to speak with them in regards to a modification of loan, with several attempts, including a falling tree( of which we had to pay out of pocket close to $7,000)we were never given anyone to speak with after the homeowners husband unexpectedly died. We were good enough for a forbearance, but once that passed we were turned away from any communication attempts. Hud counseling, a joke. The whole process...a joke. My daughter and her fiance bought this home from my daughter's grandparents. They built this home in 1965. My daughter was 11 days old when I walked in to have her Grammy watch her while I went to work. There are over 35 years of family, memories, and gatherings happy or sad, it was everyones place to call home. Since, Scott's passing I moved in to help my daughter with all expenses. Over the last three years, we have painted, updated flooring, fixtures, ceilings and all landscaping and indoor pool updates and remodels. I am grieving the complete failure of the whole process and the systems within it. There need to be laws changed and reformed for unmarried couples in the State of Ohio. ( and yes, I am currently working on this). As previously stated, Hud? Well we were signed up, doing whatever it took to get this home modification into my daughter's name and from Huds perspective we were good as gold?! ... NOW LET ME ASK THIS....WHY WOULD HUD NOT CONNECT US TO IF THE VERY LEAST BUY THE HOUSE WE ARE SAVING??? THIS HAS NO END TO THE LIMITLESS UNANSWERED QUESTIONS. NOT ONE COVID PROGRAM WAS ABLE TO HELP EITHER. HERES MY CONCLUSION...OUT OF RESPECT TO THE GRANDPARENTS I WORKED AND WORKED AND WORKED, I BROUGHT YOUR HOME VALUE UP BUY 320000, I SURE WOULD OF BENT OVER BACKWARDS FOR A HOMEOWNER LIKE MYSELF, ESPECIALLY ONE WHO PUT SO MUCH INTO A HOME. ( MY INCOME ALONE COULD OF BOUGHT THIS HOME, BUT YOU NEVER TRIED TO CONTACT US, OH WAIT..YOU DID ...THANKS FOR THE PERSONALIZED LETTER FROM YOUR ATTORNEYS AT THE END OF THE WHOLE FORECLOSURE, FOR DEMAND OF POSSESSION... YOU PLAYED A GOOD FAMILY DIRTY. GOD SEES UGLY.

1 year ago

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Dr. Janet L. Deskins Orlando, FL

We have been waiting for someone to fix our loan.  All we get are apologies, but now someone took us out of loss mitigation! Now we are faced with losing our home.  This is not right. We have continued to call every 2 weeks and are told our mortgage will be fixed. Can someone please send us the correct paperwork that honors the attached letter? We can then begin paying on our home. It is extremely upsetting that nobody seems to know what to do. Yet, we get phone calls demanding we pay all of the monies from the forbearance. Please please fix our loan and honor the 3.625% rate we have been waiting on since March 2022. The agreement letter is in our file and dated 2/9/22. Yet, the papers we are to sign have not been sent. We simply need someone to send us the correct paperwork to sign.  Please get this fixed. We have complied with all requests and yet the correct paperwork has not been received. Thank you

1 year ago

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Stacey Stevens Hubbard, OR

Absolute trash customer service. We had a tree fall on our house 9 months ago. Freedom mortgage has been withholding our funds from our insurance company to complete repairs for months now. We have had to pay for most of the repairs out of our own pockets. Just when we think we’ve supplied them with all required documents, they add more. But don’t bother notifying us that they need additional forms. So we wait their allotted 5 processing days for our check to arrive, then call when it doesn’t, only to be told they need something else now. This has been going on for month. Unfortunately we are now seeking legal representation.

1 year ago

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BTaylor Marrero, LA

Freedom Mortgage is full of representatives that are clueless, uneducated, and some who just plainly are unwilling to help. Every time I call I get a different representative who I have to restate my story over and over. What about notations on the account or is that too much work for the representative to do? Since Hurricane Ida hit, August 29,2021, I have been dealing with loss mitigation and loan modification. To this day,September 1,2022, it is still not settled. We were sent paperwork to be notarized and it had my maiden name on it. Needless to say my name is not on the loan itself but it had to be on the loan modification. That I don’t understand. Anyway I sent in the information they requested, but when it came to my marriage license, I was called twice because supposedly they did not receive it at the loss mitigation email address. So when we got the second set of paperwork, it again had my maiden name on it even after they received all documents. We were told to keep paying our monthly note. Then we were told not to. The monthly notes we did pay after the application for loan modification showed received but not added to our back payment. We now have received papers saying if we didn’t turn in our financials we would have to pay all back pay in one lump sum. I tried calling about it, the 2 representatives didn’t see nothing on my account about being in loss mitigation or the letter sent to me. I am done, I am done. I think it is time to seek legal counsel.

1 year ago

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Bill Sa Palm Beach Gardens, FL

This company is a scam. Problems with their incompetence from the day our mortgage was sold to these people. They refused to pay our insurance company $2,200 (1,100 sqft home) and we didn’t find out until a year later which is when they said they “found out” we didn’t have insurance and decided to charge us $11,300 for insurance for the PREVIOUS year insurance and the upcoming year that only covers “outside structure”, over $5,150 per year. Now we are going to have to hire a lawyer to get our $5,150 back. If you need a mortgage go anywhere else unless you want a headache every quarter. If interest rates were not so high we would refinance in a heartbeat to get away from these scumbags. Hope they sleep well at night driving Porsche and Maseratis while stealing food from my kids mouth.

1 year ago

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chris yount Augusta, GA

Ever since my deceased parents' loan was transferred to Freedom Mortgage in June, it has been 1 issue after another; in June I had to resubmit the appropriate documentation that I was the personal representative for my parents' estates. I login and created a new account around June 14th, & successfully made my 1st payment at that time, fast forward to July 1st - July 26th, I still haven't been able to successfully login to my account. The website keeps sending me to the welcome to my freedom page & only allows for me to change my password to keep doing the same thing over & over again. I've had 5 different conversations with 5 different customer service reps & 3 emails sent by them to their IT Dept, but I still haven't been about to access the account information. I'm beyond frustrated dealing with this company & not seeing any results........they are complete trash

1 year ago

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Samantha Heilman Watertown, NY

Our mortgage was sold to Freedom, and we didn't really have any issues. But wind damaged our roof, and an insurance check was cut for under 25k. In short, they tried to say I sent it to the wrong location, and they never received it. I over nighted it with a tracking label, to confirm I did indeed send it to the correct place, and their employee signed for it. They keep telling me they are looking for it, and that I should wait weeks for them to have that time. While my roof could have already been replaced, I am waiting for them to look. Losing confidential information makes me concerned. Where did it go? Who has that information? How is there no system in place to avoid this? And no one will call me back. I continue to call, to be placed on hold, so they can call me back on said date, to never call back. If I cancel the check, it's at least another 3 or 4 weeks till I have the check back, let a lone if they lose it.. AGAIN. All I want is the funds to fix my roof.

1 year ago

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Wayne Davis Lebanon, OR

Dealt with them on a loan many years ago, no problem. Refinanced with them several years ago, no real problem. I tried to do a cash out refinance this year and 5 months and 4 attempts later, I decided they either didn't know what they were doing, or really just didn't want to loan the money and refinance me again, after at least 12 years of doing business with them. I had good credit, $160,000 in equity and was asking for $14,000 cash and refinance the $78,000 balance. The interest rates climbed from 4.5% to 6.9% in the course of 5 months and in the end, they wanted an expensive engineering report in less than 10 days, when they'd loaned twice before without one and it was only about the attached car port as an excuse. I finally told them I felt they didn't really want to loan, due to rapidly rising interest rates and withdrew my application, after paying for two appraisals, one being refunded. Unless you can't find a better place to get a loan, I'd pass on these guys.

1 year ago

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Brian Fletcher Satellite Beach, FL

I cancelled auto pay almost a full month before I knew I would close my loan, and they STILL drew a mortgage payment from my bank account AFTER CLOSING. I called them over and over and over (I was the one that initiated the refund of the incorrectly drawn payment, not them - had to argue to get my money back) and, after them having my money for over 2.5 weeks, they told me they would ACH-credit me. They didn't, I called, and they said 'escrow refunds come in the form of a paper check in the mail'. This is not an escrow check, you stole money out of my account after our loan agreement had ended! They refused for days to ACH-credit me, stating that over and over I was only entitled to a refund via paper check by their policies. I reminded them that I don't care about their policies because this money had nothing to do with my loan. It was taken after the loan was formally closed out. I want my money back ASAP, shove your policies where the sun doesn't shine. I talked to about 4 'supervisors' who eventually admitted they had the capability to ACH me, but apparently just didn't want to. When I hopped on my account activity, not only had they taken that payment after closing, they tried to take payments 3 more times! I had to file a formal notice with my bank to refuse all ACH requests from this company for any dollar amount (the bank says sometimes places get slimy and change the amount by $0.01 to sneak it by them). I also filed a complaint with my bank about this lender. Hopefully that goes somewhere. They got back to me today and basically said it will take longer to ACH-credit me (because they have A PROCESS....) than to wait for the check to get here. Still out almost $2k (and they held my ACTUAL escrow for over 2 weeks, that check took 23 days to arrive). I STILL dont have my money, it is almost 4 weeks to the day after they stole it out of my account. DO NOT USE THIS COMPANY I've had mortgage loans with 5 banks over the course of my life and to say this is the worst is the easiest statement ever. Absolutely RUN from this company.

1 year ago

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Teenah Floyd Anchorage, AK

Freedom Mortgage has been the worst company to work with over the past three years! The first year they did not send the correct amount to our home owners insurance causing us to over pay and ultimately me requesting a escrow analysis. Getting a 300 refund. That same year we refinanced and worked with a loan officer to make that happen. Process was smooth and we completed it within a month or so BUT then Received numerous calls everyday from freedom mortgage asking us to refinance. We were so confused as we JUST had…. In October of 2021 the mortgage company sent me another escrow Analysis stating that our new monthly payment for a mortgage went from 1848 to 2684. We were shocked! Turns out after speaking with customer service representatives that they failed to pay our second half of our property taxes required. Instead of fixing their mistake they put us on the hook to pay almost $600 more a month in mortgage for their mistakes. The good thing out of this is that they did work with us to spread out the amount owed over five grand over five years, making our new mortgage payment 2300 versus upwards of 2700. But going originally from 1848. The right hand does not talk to the left hand with this company. It really is a nightmare to deal with them any time we need to which is FAR too often. From not paying what they need to, name updates, to simple email updates it’s just a pain in the butt. Everything is a chore with them and you’ll need to ask several times for anything to get completed. Automated line will have you pressing option buttons for 10mins before giving you an option to speak with a rep. Make sure to do any needed services with them on your day off. We are really bummed that we were sold to this company when we purchased our home. I’m convinced this is the only way this company receives clients.

1 year ago

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Jade Hawthorne Los Angeles, CA

Do NOT USE THIS MORTGAGE COMPANY. Avoid at all costs. Freedom Mortgage: A heartless scam artist billionaire corporation that cares nothing for veterans and yet is the #1 VA Loan Servicer. How is that possible? Because they buy up mortgages initiated through other brokers and force you to be their customer (like what happened with my loan). I did not choose Freedom Mortgage. Do NOT take your VA Loan to these uncaring corporate loan sharks. BELIEVE ME. You can do everything right and still have this company responsible for making you essentially homeless. They will let you talk for a 30 min period and do nothing for you. That's not customer service even if they are "nice" about it.... Debt is Slavery. This company will see you and treat you as their slave and never truly offer help. I am a disabled veteran who is now living out of a vehicle thanks to this company's predatory practices. All because I missed a month a didn't realize it - I was left without the ability to qualify for a new mortgage or rent an apartment specifically because of Freedom Mortgage taking advantage of the situation and refusing me the remedy I requested. They are responsible for reporting when you don't pay a single month and couldn't make two mortgage payments in the same month on disability income to catch up. Then when you pay it off in full and don't owe them money, they will leave it fester on your report so you aren't able to qualify for other housing! I am experiencing inaccurate credit reporting currently even though my mortgage has been paid off. They stole outrageous exorbitant late fees out of my escrow settlement from the sale of my home. Do not trust them. Would never recommend to anyone especially vulnerable Veterans.

1 year ago Edited May 11, 2022

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David in Arlington Arlington, VA

Freedom Mortgage bought my mortgage, which was just refinanced in 2020. I received notification in February 2022 that my mortgage would be switched over next month, called Freedom and they had no information on my loan number, that my mortgage was being transferred, etc. I finally received my loan number April 25, 2022, 5 days before a payment is due. But since that time in March that my prior mortgage was closed out and my new loan account was supposedly opened with Freedom, I've received 8 mailed solicitations and three emailed solicitations about refinancing and other products at Freedom. Also in the mailing I opened today about my new mortgage with Freedom was a number claiming at which I could opt out of marketing and information sharing with their affiliated and unaffiliated partners. That wasn't true - there were no prompts allowing me to opt out of anything. I'm not looking forward to the next 7-10 years with this company and I'm not even 60 days into working with them!

1 year ago

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Barbara Hopkins Yukon, OK

I would give them a 0 if i could…first my mortgage was sold to them, I would’ve never chosen them because I’ve had a bad experience with them in the past. This is the 2nd mortgage where their Escrow department seems to be incompetent…i submitted my tax exemption information to them Sep 2021…every excuse in the book every month why is wasn’t completed…4/20/21 i call in it was completed 2 days ago, but now won’t reimburse me my overage until my next escrow analysis which is Jan 2023…why did it take from Sep - Apr to update my exemption, of course they don’t know. my insurance is due in July, I’m already over the payment for that…with a previous property with the escrow department misapplied a payment i made directly with them over the phone and it took 6 month to update my account…I’d never recommend this company to anyone for any reason

1 year ago

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JustWant2WarnU Corpus Christi, TX

Look, I have been with Freedom Mortgage a few years, in trying to warn everyone I can how TERRIBLE they are I noticed something. Easily over half of these issues are with refinancing. I refinanced in 2020 and they screwed up my Escrow paper work I was almost dropped by my insurance, refinanced in 2021 because it wouldn't even require a credit check since they had recent stuff on file. Totally screwed my escrow payment AGAIN and this time it wasn't caught for an entire year. So I ended up with an over $3,000 shortage. So I paid $2,000 thinking for sure paying over half the shortage off would assist in lowering my house payment. Yea sure did.... BY FIFTY BUCKS! They are crooks thieves and swindlers. DO NOT USE THEM DO NOT LET ANYONE YOU LOVE USE THEM. It seems like they get your loan by buying out other corporations, then convince you to refinance so they can royally screw you over and trap you with them for some odd years until you pay them back.

1 year ago

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Orsion Gainesville, FL

Evan and Ann. Don't use them. Can't even be considerate enough to call you back. They pulled my credit and said they would call me back after they speak with a manager. They both ghosted me. I kind of got the hint when I called them and left a voice mail with no reply back. I already have a mortgage through Freedom Mortgage and wanted to see about pulling some equity from my house since the housing market went up. I refuse to pay a Mortgage Lender the money I'm making when they act shady. Really how hard is it to call someone back? For now I am working on other options to change Mortgage Lender.

2 years ago Edited March 7, 2022

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Sheurrie Ervin Louisville, KY

I have a VA loan so someone contacted me about refinance my VA loan and said I was pre approved for equity cash so I could pay off a credit card and do some upgrades to my home I said no not interested so he went on and on so I agreed to take out a small equity cash. Then he said I need to pull your credit I was fine with it but I said is this a hard or soft run he said a soft one so I had to open my credit so he can look a my credit report after he looked he called me back and said ok we can move forward with this loan so I was fine with it so three days went by I haven't heard anything from him so I assume it may have been a host or something so when he finally called back around 5days later he assumed I was just going to sign all those papers before I read it. Seem like he got very upset and hung up so by the time I went to review the file it was removed so I called and asked what happened to the loan the loan officer put me on hold and said I would be happy to assist you I was ok with it. So he sent over the document and I read through it so I stumbled on a problem with this loan it was double the first loan mind you this was all in the same week . So he said you have to pay for an appraisal on your home so I'm like what he said yes ay then he said you have to send proof of your income I said ok went to fax everything he asked for and by the way he also lied and said I'm going to use the the same credit report so I won't have to run another hard credit check I said ok. Now I'm thinking everything is all good I paid for my appraisal with my credit card the one he said they can pay off by using my equity. SO Around the 26of January something told me to go to my email and check on the loan I opened up his email and there was nothing in it every thing was gone so then I went to check out my credit report it had on it my credit was ran by them 3times all hard reports y made my score go down 45points I then called freedom mortgage back and explain why I was calling about my refinance he said hold on .he came back and said there's no refinance loan in our system for you I said yes it is I signed the paperwork on line he said hold on again. Do he came back and said I had to talk to a supervisor and that I had to call back in the morning because there wasn't a supervisor on duty. Ok I call over and over I felt as though everytime I called they put me on hold like someone had wrote a message suggested I talk to a supervisor in the loan department .I just said I'm getting a lawyer for this mess so I went back on line to look for the paperwork it was gone and a letter staying I was denied due to my credit I don't have bad credit and you already said I was pre approved for the loan lesson learned I will get justice ♎⚖️ for this company and some of them are rude and right out nasty if you deal with them make sure you understand this tricking loan it's a lot they don't tell you before you commit to it.

2 years ago

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Philip Montante Lancaster, NY

WORST mortgage company I have ever dealt with. Twice they have claimed a shortfall of money in escrow account!!!! ALL FALSE!!!! There was NEVER a shortage, but it took months for them to admit their mistake!! They even threatened to foreclose on the property when all along is was their fault. The left hand doesn't know what the left hand is doing!!! Now it's happened, again!!! Trying to get thru once, again to a representative, but they have failed or refused to return calls!!! They deserve 0 stars!!!!! These people are unethical, by claiming they are owed money that they have received and put into an escrow account, them claimed they didn't, the when confronted admitted they did!! REALLY BAD BUSINESS PRACTICES!!!!

2 years ago

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John Sweda Arlington, VA

The absolute WORST customer service experience of my life!!! I tried refinancing to a 15 year with these folks. They couldn’t get it done in 5 months. I went with Rocket Mortgage and they got it done in one month. Big difference. I work overseas for most of the year. I couldn’t get anyone to return my phone calls. I couldn’t get anyone to return my emails. Questions went unanswered. Promises to follow-up on my customer complaints were never followed-up on. Documents that I had already supplied were requested multiple times again. I kept being told the loan was “conditionally approved” and ready to go to underwriting only to hear nothing for weeks. The biggest indignity? I live in a windowless dorm on the U.S. Embassy compound in the country where I work. When I’m back home I live in a three-bedroom two-bath house. Freedom Mortgage INSISTED that my DORM ROOM WAS MY PRIMARY RESIDENCE AND MY HOUSE WAS MY “SECONDARY RESIDENCE”!! Excuse me? This became a joke in the office here. I will never ever use these incompetent people again. Go with Rocket Mortgage!!!

2 years ago

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steve allen Salt Lake City, UT

This company is TERRIBLE!! They can't even get the easy stuff right! Today marks the second time they have miscalculated my escrow account. First time they jumped my monthly mortgage $500 a month. I spent hours on the phone to have them spread the difference over a longer time period. The jump was NOT due to increases in insurance or taxes. Just to screwing up basic math! How inept do you have to be to not have a program that catches these kind of errors!? Today I opened a bill showing a $120 a month increase - again due to their total lack of competence. They lowered my bill about $60 a month earlier this year! I could go on - charged a late fee a few years ago, after being assured I wouldn't be. Spent hours on the phone go over the circumstances, but no give. These guys are just the worst. If you have ANY other options, go with those. Wish I could give a lower than 1 star rating.

2 years ago

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Eduardo De Pandi Chevy Chase, MD

Atlas Neo started a refinance process back in July. Provided all requested documents and answered all questions in a timely manner and still as of 12/09 FM cannot give me a closing date. I feel mega-aggravated and frustrated with the poor follow up and total lack of ownership. Had I known i'd be treated in such manner i'd never ever would start the relationship with this company. As of this time and hour, regardless the many phone calls i made, several minutes spent on hold, many emails sent... my issue is still not solved and i keep being bounced from one rep to the other. Total lack of care or ownership. Extremely poor and painful experience so far!

2 years ago

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Amanda Moore Hendersonville, TN

DO NOT use this company! The only reason l gave it a “star” was due to it being required in order to give this review. My husband is a retired veteran and we were looking for a company to refinance our home with. Wanting to make home improvements, we wanted to take some of the equity out of our home. Initially everything was running smoothly. We were able to speak to the underwriter, broker and his manager freely. Based on credit scores and income we were approved. A home inspection would be required… which we had to pay over half of this fee up front, out of pocket, costing us hundreds along with a costly termite inspection. Again at our expense, which would have been fine if the deal was completed, however this is where our story becomes infuriating!!! Freedom Mortgage picked the appraiser. The man was sent to our home and when he came inside to take measurements l knew that this was going to be a mess. Once he was inside he repeatedly measured the same spaces. For example, the upstairs hallway. He measured it, went to another room, came back and measured the hallway again and at this point he noticed l was watching. He told me that he needed to go to his car to get his calculator because the numbers weren’t adding up. I later found out that when he measured, he would got different measurements. This was just one incident of the many incompetent things that happened. When he was finished measuring the home he sat in my living room and said he would double check his work by looking at the court records for our home. Meaning that whatever numbers he felt he had in error would be filled in by measurements someone else took at a different time. I thought… what could the harm be? This home is 21 years old and since day one it has always had the same square footage. There had been no additions and definitely no subtracts. It is a brick home and we did not cut a room off (sarcasm there). In our subdivision we have street names that are the same but with different endings. Mail is always being messed up due to this and it’s a little frustrating. For example there is 123 Elm ST, 123 Elm LN, 123 Elm CT etc. all within the subdivision. We live on a street like that with the exact same number only we live on “Street”. I found out later that the court record that the appraiser pulled was for “Lane” which has 400 LESS sq ft than our home. So, our comps were pulled based on this smaller home. That’s where the fun began (again more sarcasm). When l called Freedom to explain what had happened l was advised to submit paperwork in hopes of clearing up this mess. I did. I submitted the last appraisal that we had completed in 2019 along with documents of when we purchased the home proving this guy was off by 400 sq ft. He pulled comps based on “his sq footage”. I have no idea where he found these comp homes because the values were below selling prices. If correct square footage and comp homes were submitted, our home would have accurately been appraised for $75,000- $100,000 more than the value he gave us. I notified over broker, Doug M about this problem, and was advised to submit documentation supporting the values l was referring to. He said he would forward all of this information to his boss, John “Jack” N. To be fair, I sent them 8 homes, that sold within the last 6 months, based on the low sq footage the appraiser gave us. They were all $25,000 ABOVE his number. Homes listed with our correct square footage are SELLING… some not even staying on the market for 24 hours… for $75,000 to $100,000 over the appraised amount the man gave us. I gave all of this information to Doug M who forwarded it to his boss, John (Jack) N. Eventually, Jack sent me an email stating that the appraiser “did admit that the square footage was incorrect but in the overall review for valuation change was deemed to be close enough to market trend in your area for any reconsideration of original value given. Essentially we're stuck with the original value”. So we were STUCK due to this incompetence even though l submitted proof that the comps he pulled were off by THOUSANDS. So, let’s fast forward. Last week my husband and l began leaving multiple messages and emails for Doug and Jack and on the 8th day leaving messages, Doug finally sent me an email denying the loan due lack of equity which all began with the inaccurate appraisal and said there wasn’t anything else that could be done because we have a Veterans loan and the “RULES” are that a home will not be allowed a new appraisal for 6 months. Oh, and there’s $22k of debt that Freedom Mortgage has listed with our paperwork that we do NOT have!!! I also explained this situation to Doug and Jack and Sherry Q, who was handling the paperwork. Now we are stuck here with this appraisal for 6 months. As l mentioned, my husband served his country for many years until he retired from the military and due to incompetence our hands are basically tied. There’s so much more to this story but l’m hoping l gave enough information to a consumer, or fellow veteran reading this review, that you will stop business with Freedom Mortgage and let another company profit from your hard earned dollars.

2 years ago

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Kadidia Cooper Verden an der Aller, NI

I don't know that it's even worth writing a review, This is THE WORST company I have dealt with _ EVER. And I have dealt with some bad customer service. All I really need to do is refer you all to the reviews written before me, because I have experienced all of that. All of my mortgages were sold to this company, I had no choice in the matter and from day 1 I have had nothing but problems. It is so bad in fact that I told my mortgage broker (who I love) that I will no longer be doing business with her because I simply cannot have any more of my mortgages be sold to Freedom Mortgage. If you are a getting a choice in the matter, do NOT choose Freedom Mortgage. They are more than capable of bombarding me with mail and phone calls regarding refinance and extra services, but cannot even minimally adequately manage the loans they already hold. They can't even get me off their mailing lists and onto electronic statements. I have given up. I have sold a home where they held the mortgage - it was a disaster and almost cost me the sale. I have refinanced a home with them b/c I could not go to a different lender - it was a disaster and took over a year. I tried to to modify a loan with them - it was so much of a disaster that after over 1 year, I simply gave up. I have never in all these processes talked to the same person twice. Phone calls and email were never returned. Status updates were never given. My escrow accounts are a holy mess. This company sucks.

2 years ago

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Sheldon Watson Fort Lauderdale, FL

I had Freedom for multiple mortgages up until this past time I tried to purchase. WHAT A NIGHTMARE! They seem to have the sloppiest back office processes and two days prior to closing they came back with a list of 13 items they needed including "Value to be identified from online sources for all pool equipment - itemized list to be provided - with purchase price reduced, or all personal property to be removed from contract." The bottom line is they didn't have the paperwork moving so they threw insane requirements to me (mind you I was only borrowing 15% of the purchase price of the house... going in with 85% cash) to push the timelines out so they could charge me another $500 fee for a rate lock because they hadn't completed their steps. The staff requested the same letters over and over after getting sent them each month (why do I need to provide written letters every 15 days to tell you there is no HOA because "it expired"). So I ended up purchasing the property all in cash and would never suggest anyone work with them again. It was a complete fiasco and showcased total lack of respect.

2 years ago

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Amy New York, NY

I just got transferred over to them from home point Mortgage, not my decision, and I’ve had problems paying them and it’s only been 3 months with them. The last payment I did they don’t acknowledge and I have a bank statement saying they were payed but now they have to “research” what happened before they can credit my account. Meanwhile they’re charging me late fees and I’m scared to pay my November mortgage. I feel someone in their team isn’t being honest and I’m extremely stressed by this whole ordeal. I don’t trust them to give any of my bank account information over the phone. Three months in a row of pure incompetence

2 years ago

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Maria Jakovic

Freedom mortgage is a joke ,,, I have the home loan not by choose but my loan was transferred from pulte to freedom mortgage and I don’t have anything good to say about his companies not even one good word it’s sad to know that the representatives are not knowledgeable to know anything any simple question you ask but they have to put you on hold for minutes to hours I’m researching your question , excuse me whattttttt ,,, spoke to 5 representative and on line fredoom mortgage it showed that my loan was payed in full on October 5Th that I made the payments and then I come to find out that is not on October 13 at 11pm I decided to log in to my online account with freedom mortgage and it indicates I do for the October and November payment on November 1st ,,I was furious I called freedom mortgage the next morning spoke to a representative to tell me that the previous representers gives you wrong information you’re not supposed to make the payment on freedom mortgage online services you supposed to send them certified check for the payoff to key bank in Cleveland Ohio ( the first time I heard this and I didn’t even know thats the bank the loan is thru wooow what a shock keep customers in the dark less you know more we can take advantage of you ) and ask him is it the amount or what is the reason of the certified check for the payoff even do I made large amounts of payment previously and they went thru, did not know to tell me ,,, so all the previous representative ware informing me that the payoff went thru and online services showed payed off what a joke this company’s are becoming too be , like Where is the level of their knowledge , there ethic and humanety to do the right thing 🤔 by lying and misleading clients is not the right thing to do woooow really What a joke .I was supposed to speak to a professional representative at the huge company that should have the right answers and right directions for me so here I am October 14 I got to take time out of my busy schedule to go to the bank and make a certified check wired to the key bank in Cleveland and hopefully that solve this but right now I have so much doubt and waiting to see what else can go wrong,,, I totally lost confidence in them and I’m so so blessed and thankful to god that I’m able to pay it off and don’t have to deal with this jokesters or this company ever again and they lost my business for ever and everyone person I know around me ,, take good care people and people will take good care you back ,, you forgot the Simple rules of our human existence .

2 years ago

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Dawn Duke Jackson, TN

I cannot even honestly validate giving a star to this company. The customer service in not only unprofessional but you never get a call back when promised. They buy out mortgages without consent of the homeowners then surprise you with mortgage payments all without closing papers being signed. Then send threatening letters of foreclosure when you haven't even closed with them. No one knows what the other person is doing and no one can ever answer any questions clearly. To have seen high reviews previously and after the experience my parents have had with them I would NEVER recommend for anyone to use this company or even have one thought of using them. They are scam artists at their finest and are only out to take advantage of customers/people. Highly dissatisfied and disgusted with this company and their fake apologies and worthless promises.

2 years ago

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Jennifer Burns Fort Myers, FL

I applied for a refi loan through Freedom Mortgage. That loan took 6 months to reach closing. I spoke to about 3 dozen different people along the way, never the same person. I often had no idea what the hold up was or where I was in the process. Along the way when I would get documents there were fees listed that I was told would be waived. I was told not to worry, those would come off at closing. No closing costs and no fees would be rolled into my loan. Freedom, had my current loan with a cushioned escrow account. When I received the closing documents, my current escrow was being used to pay down my current loan. And a new escrow was being financed so my loan amount appeared to be lowered. In addition I had over $1000 in closing fees I was told would be waived. I was being asked to finance my home for $4500 more than the payoff. I obviously didn't complete the refi. Buyer beware!

2 years ago

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Amanda Plaisted Bozeman, MT

I almost never write reviews, but Freedom Mortgage is just that bad that they've earned it. I have received literally the worst customer service from Freedom Mortgage than I have from any other company. My VA loan was purchased from the original lender by Freedom Mortgage, and everything was fine until I needed help to refinance. There does not seem to be any communication between the employees and they never know what is actually going on. On the rare occasion that I have actually been lucky enough to get ahold of someone, I've been given incorrect and inconsistent information. The loan officer told me it would take 30-45 days to complete, but it has now been six months and I still have not been told where we are at in the process or what the expected timeline is. I have left at least 20 messages for our loan officer and his support staff, emailed his supervisor (because they wouldn't give me his phone number), and have received ZERO response. A short and simple explanation of where we are at in the process would suffice, but they seem incapable of even returning a phone call or email. At this point there is no excuse for their lack of communication and poor customer service, and I would not recommend Freedom Mortgage to anyone looking for a competent lender.

2 years ago

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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.

2 years 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.

2 years 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.

2 years 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.

2 years 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".

2 years ago