Freedom Mortgage
Reviews and Complaints
Worst company
- Dont bother
Preferred solution: Price reduction
User's recommendation: Go anywhere else. I'm looking to refinance with a legit company.
Ineptitude
The following is a timeline (not in explicit detail because it would be too painful to read) of Freedom Mortgages disfunction and ineptitude. It is truly a wonder they are still in business (and probably only due to buying notes from lenders who actually do their job).
As of today (Apr 19, 2021), the 30-day-to-close refi is on day 75 and the earliest it can possibly be completed will be late-May, approximately 105 days total. It is 100% due to Freedom Mortgage mistakes, disorganization and communication failures.
- Feb 4, 2021: After an unsolicited phone call from Freedom Mortgage, we started the process to streamline refi our VA loan. 30 days max to close is what I was told multiple times.
- Feb 20: After two weeks of arguing multiple errors on our Closing Disclosure, they claim to be sending a corrected version. The previous versions had glaring issues, incorrect numbers and omitted (promised) lender credits which would have cost me over $10,000.
We should be receiving a corrected CD any day.
- Feb 25: I have resigned to declining/refusing Freedom Mortgage to maintain escrow on the refi loan. Someone clearly cannot follow directions OR an agreement we had regarding the Closing Disclosure. I dont want Freedom Mortgage to handle my money for me if they cannot get the CD correct.
- Mar 2: A CD was sent to us today and the escrow was finally removed (per my request over a week ago). My wife and I signed the documents electronically the same day we received them.
Im being told a scheduler should be calling me in the next day or so.
- Mar 4: I called today to ask about the scheduling for our closing. The representative had no idea then informed me our application was with a department called exception handling who have to approve something to continue the process. I asked what had to be approved (after all weve fought with so far) and was told to expect a call Mar 8-9. No reasons were given for the new delay or what I needed to do.
Celeste Baez has been identified as the exception handler who is supposed to have called me.
- Mar 11: No call from exception handling but a scheduler called to book the closing so it must have passed exception handling. After getting a time/date (4 weeks in the future because the 3rd party FM uses is so booked), the scheduler wants to go over the numbers one last time. And the numbers/CD she is reading from resembles what we saw in mid-February. COMPLETELY WRONG.
I explain this isnt the CD we signed but Im told this is the one going to closing. She cancels the closing and says someone will be calling me from the closing department (in the next 24 hours) to get it straightened.
- Mar 15: Still waiting on a call that should have come last week, I call FM again to find out what the next problem is. Today, I spent over an hour on hold (total) and was transferred to 8 different people, some were back to the basic customer service level, and accidentally dropped three times! I realize my application is back to the exception handling department and with Celeste Baez, who has refused to answer any one of five emails and four voicemails, asking her to call me with an update, required docs or just tell me to go away.
Nothing for almost two weeks (a far cry from 24-72 hours). An escrow waiver is what the current roadblock is. But it should have taken 1-2 days. I speak with someone who tells me I now told I have to start the escrow waiver process over completely!
- Mar 19: After 45 minutes explaining my situation three times to three different reps, Im connected to escalations and receive great help from Patricia D.
She seems to have gotten some movement or at least told me the process seems to be moving along now.
- Mar 22: I have left another three voicemails with Celeste Baez with zero return calls or emails. A different Celeste (in escalations) has been very understanding, doesnt leave me on hold for 20 minutes at a time and finally corresponds with a director who has removed Celeste Baez from handling my application.
- Mar 26: I finally get the call from the scheduler and am told everything was sorted after Celeste Baez was fired. Again, the team is booked almost 4 weeks out but are able to get me scheduled for Apr 19 (today as Im writing this).
- Apr 16: Today is Friday, one business day prior to our closing (and finishing this nightmare dealing with Freedom Mortgage). I get a voicemail that I need to call Freedom Mortgage escalations.
Upon calling, Im told my closing (1 day away) has been cancelled and my application is back in exception handling. I am furious and ask about the details. The rep says its odd because there is nothing needed (no info or documents), everything has been approved and there are zero notes on the account explaining why. But she tries to reassure me the exception handler will call me in 24-72 hours to finish whatever is needed and get me scheduled for closing!!
I ask who the exception handler isand it is back with Celeste Baez. It doesnt take much to decipher an act retaliation. Freedom Mortgage has asked about my experience with Freedom Mortgage a couple weeks ago and I told them about the constant delays, how Celeste Baez would not return ANY correspondence with me or several other representatives within their own company (escalations, closing and customer service departments, all of them). Then she alone, with no reason/notes/explanation or apparent oversight, cancels my closing.
Again, each of their 3rd party closing/Notary Publics are booked 4 weeks out. After hearing my complete disbelief and incredible story, Im told messages were sent to multiple supervisors and managers; well try to get this turned back on. Someone WILL CALL today or Monday morning to let you know what is going on. Nope.
- Apr 19: Today is Monday, we should be closing the nightmare refi tonight at 7 pm.
Partly out of morbid curiosity and some free time to kill, I call Freedom Mortgage (on my speed dial at this point). The customer service rep has no idea what my status is other that it is still with exception handling! Celeste Baez has been fired for a second time as my application now resides with a different handler. But now I have to wait (new handler should be calling you in the next 24-72 hours) until Freedom Mortgage gets their disorganization to a level from which they think they can schedule a closing.
As of now, and best-case scenario, Im looking at a late-May closing. The original closing date was supposed to be March 3! After speaking with other mortgage brokers over the last 24 hours, Ive heard MULTIPLE times that Freedom Mortgage is known for losing a lot of business when it comes to refinance loans, specifically. At least Im not the only one getting hosed but it doesnt help my situation much.
This is a testament to how bad the leadership is within the company.
No person above an escalation representative can be reached directly. Employees have the power to and are executing retaliatory actions against customers with zero oversight.
The situation (ever-growing in length) has to be explained each time I call (or call back after being dropped) and each time Im transferred to a new representative. There is no leadership or control in this company.
My recommendation: stay away from Freedom Mortgage.
User's recommendation: Do NOT use Freedom Mortgage
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerComplaint
- Intrest rate
- Absolutely worst
Preferred solution: Apology
User's recommendation: Go somewhere else e
Ruined credit
- Cant find my payment
- Poor customer service and website
- Being lied to and getting the run a round
Preferred solution: Let the company propose a solution
User's recommendation: Don’t use them
Poor service
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTotal incompetence
Preferred solution: would like mortgage sold to a more competent company
User's recommendation: stay away if possible
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerUnsubsidized. Bombarding my email!!!!!!
Preferred solution: Leave me alone
User's recommendation: I wouldn't apply for a mortgage from this company as they don't seem to be smart enough to understand unsubscribe.
Let people know not to use this company
- Low rate
- All the below
Preferred solution: Hire a staff that answers the phone; return calls like you promise; have a technical department to help with your crummy website.
User's recommendation: Dont get a loan thru this company
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPathetic
This company has had our mortgage since we purchased our home 3 1/2 years ago. The load was purchased by Freedom Mortgage from the original lender so begins the calls for offers, minor issues over time but nothing severe.
Until now, we were hit with a tornado, received a check from our home insurance, were told we had to send it in to Freedom Mortgage to have it endorsed due to their name being on it also. So far it has been 12 business days and still no check back. All these *** had to do is sign or endorse the check. Should have been a 3-5 day turn around if that.
Right now, I am on the phone trying to get answers and have some brainless person reading a script and not going out of his way to find out anything in the form of an answer for me. I asked and told him more than 5 times, I wanted a supervisor on the phone to assist me. He kept telling me the same thing and just would not listen. Oh, this is after I called two days ago and after a total of 20 minutes waiting to first talk to someone, another 55 minutes on hold waiting for a supervisor, and then more wait time to a total time of 1hour and 38 minutes for a phone call where the "supervisor" put in an expedited request for a supervisor call back and an expedited request for the check to be sign and mailed out, I still never got a call back from a supervisor, I am on a call now for 35 minutes and he just comes back telling me no supervisor is available and I said I keep waiting.
This is a pathetic excuse for customer service, business practice and general caring to help the customer in any way possible to get the issue resolved or get them the answers they need. We will be moving our mortgage to a new company after this ordeal is over since they seem to be more concerned with their way of doing things. If I have to wait a hour to get someone who is a "supervisor" to get involved and handle my issue then they obviously do not care about anyone that they serve. They are there to service the customers who they hold the loans for.
50 minutes on this call just now hung up and STILL NO ANSWERS...
Just some moron working from home answering phone calls for this Loss Draft Department and really seems to have trouble thinking. This is just pathetic.
- Some nice people
- Absolutely nothing
- Failure to do anything to help
- Pathetic customer service
Preferred solution: This situation resolved and the check we need to have in our hands, FedEx;d to us ASAP! and and Apology for the pathetic service in dealing with this issue.
User's recommendation: Stay Away
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRequest for payoff of loan 005999****
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRefinancing that Never Happened
We made the mistake of falling into Freedom's "refinancing so easy" trap back in April 2021.
Were assigned NINE different "customer care advocates" during the process, all with different stories. Were told you need an appraisal, got one scheduled and they cancelled the day before without telling us - then they contact us later and tell us they do need an appraisal.
Threaten us numerous times that our "rate lock" is expiring and we will have to pay penalties.
Finally got tired of the BS and contacted Ladera Lending in early July -
and we closed our refi loan with Ladera on JULY 10 - AT A BETTER RATE than Freedom had quoted initially.
The Freedom idiots are still trying to schedule a home appraisal after
we told them THREE TIMES we were done.
we we told th we tol we told them THREE TIMES we were done.
- Entire customer service dept is inept
Preferred solution: Apology
User's recommendation: RUN AWAY, don't walk away, from Freedom Mortgage!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Woodbridge, VirginiaFreedom acquired my loan in December 2020.
The tax department gave me an answer that was unsatisfactory and to contact customer service. I did and have yet to hear from them. I may try again tomorrow.
Preferred solution: Full refund
User's recommendation: Stay away
Insurance
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer10 years of problems
I finally received my escrow, however, it appears to be short. So, I see another fight.
*Why can't they just do the right thing once.*It's bad enough they gave the wrong closing statement that was false, and the day of closing we had all the papers ready so I ended up financing a much higher amount. *Means I am paying more per month than I have to.*And what can you do to earn some money on the excess that was finally returned to me. BUT IT WAS A HASSEL. * THE TITLE COMPANY CLOSED PRIOR TO OUR CLOSING AND THE FUNDS WERE GOING TO THE TITLE COMPANY TO DISBURSE TO ME.
BUT, UNFORTUNATELY, THE OWNER HAD TO HAVE MAJOR SURGERY.i don't know who gives it great remarks. It boggles the mind that I told them to give me their best rate as I would be checking with local mortgage companies.They said if you find it cheaper, we will match. S U R E !!FIRST: If another company immediately gives you a rate 1/2 (0i.5) point or % less, why would I go back to them.Closing costs were thousands less.When I called the loan officer and explained this to him.... he got pissy.I merely said you had a chance 4 years ago and played games, and you blew it again and you could learn if you listened.
He was nasty!!!Unprofessional company. In my life, I've had a few homes and mortgages and refi's and never had such horrible experiences.THEY WERE MY MORTGAGE CO. ONLY BECAUSE THEY BOUGHT IT FROM ANOTHER COMPANY TO SERVICE.D O N O T U S E T H I S C O M P A N Y ... ITS NOTHING BUT A HEADACHE.============EXAMPLE.
They held onto my excess escrow payments which were betw. $2,000 and $3,500 each of the last few years ... and only released the funds to me the end of October each year. Take this time all the other mortgages and think how much they have earned on OUR MONEY.
Did they pass the interest they earned onto me. No.!!!!
I just refinanced with another company.They issued a payoff statement that was off by $6,000 short.I closed 4/5/21 and it is now 4/15/21 and my $6000.00 has not been received.They also owe approximately $2400 in excess escrow payments which they typically hold on to until Oct. 29.
Think of all the interest and investments they are earning using our money. Mortgage co's typically issue any excess escrow funds the end of Januaary of the following year. No amount of pleading gets you your money. Now that I've refinanced, I have been told they are being sold either 4.16 or 4.17.2021.
I see a big hassle in getting my escrow back.
Law says must be returned in 30 days. If they are sold, I know it will not happen and I am upset.
- Should be investigated for mortgage fraud
- Delays
- Incompetent
- Incompetent knowledge base
Preferred solution: I closed with a local company and I want my escrow. However, if it is true they are being sold, it will be a mess. N O T E: They hold excess escrow funds until Oct. 29 of each year. No exceptions. Think of interest they are making.
User's recommendation: If they remain in bus., RUN, DON'T WALK
Customer complaints!
- Horrible customer service
- Lied to me
- Illegal
User's recommendation: Do not go with this lender!
Thank You for Your Reply! We are processing your message.
Your comment is successfully posted.
I think you have just written my review for me. This has been 99% my same situation.
Started in March today is May 18th 2 closing dates with totally incorrect information on CD.
I will be withdrawing my request. This is absolutely ridiculous and NO ONE in leadership capacity can be reached or will reply to emails.