David S Pny
map-marker Naples, Florida

Worst company

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Anyone else had their mortgage payment go up $600 from their original monthly payment, with a prefect payment score?
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Cons:
  • Dont bother

Preferred solution: Price reduction

User's recommendation: Go anywhere else. I'm looking to refinance with a legit company.

Anonymous
map-marker Keller, Texas

Ineptitude

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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.

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User's recommendation: Do NOT use Freedom Mortgage

1 comment
Guest

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.

Gregory M Syn

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Verified Reviewer

Complaint

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I am very disappointed and frustrated with the way Freedom Mortgage handled my loan and especially my home owners insurance. They allowed my home owners insurance to lapse and never told me until 6 months later. They never sent the money to my insurance company t renew my policy and just let it expire. I'm totally furious over this matter., I'm looking for a new mortgage company.
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Loss:
$300
Pros:
  • Intrest rate
Cons:
  • Absolutely worst

Preferred solution: Apology

User's recommendation: Go somewhere else e

1 comment
Guest

insurance is your responsibility if you don't renew it. maybe read your mail...

Trina W Hez

Ruined credit

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Beware!! I did a refi in March with Freedom Mortgage and I set up online bill pay through their site online. Their system messed up and they reported me. I have more than enough money for payment in account and am willing and able to make payment. This has ruined my credit now and they want to take a month to review. I am an investor and this directly effects my job and ability to make money. I have never in my life been late on a payment!! Dont use Freedom take your business elsewhere!
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Cons:
  • 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

3 comments
Guest

Let me guess, you setup auto bill pay but NEVER confirmed the payment was actually made. You just assumed it was done.

Blame yourself for this.

Take responsibility for your own failures. Lesson learned.

Guest
reply icon Replying to comment of Guest-2063956

you didn't renew? tsk tsk

Guest
reply icon Replying to comment of Guest-2063956

You live in a cardboard box. You know nothing about insurance.

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Anonymous
map-marker Spanaway, Washington

Poor service

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Every time I talk to this company they tell me they are debt collector. So what? They have my mortgage and I'm not late. They don't keep up with what is going on. They never send the same information twice. Something is different every month. They don't return calls. They ask me if I prefer English? What? I'm a college educated native American. Don't ask dumb questions.
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1 comment
Guest

i know i am going through the same situation im going to contact the VA and legal aid in my state to get some assistant

Paul W Dyk

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
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Verified Reviewer

Total incompetence

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Freedom Mortgage - Total incompetence
Freedom Mortgage - Total incompetence - Image 2
Do not use this company. I was transferred to this company from my previous mortgage company. They continually promise to make necessary corrections on my account the next day. 2 months later it is still not done. Phone agents will say anything to get customer off the phone. Totally inept. Stay away from this company
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Preferred solution: would like mortgage sold to a more competent company

User's recommendation: stay away if possible

Jidith T

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Verified Reviewer

Unsubsidized. Bombarding my email!!!!!!

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I keep getting unwanted emails. Until you remove them and quit bombarding my email i will blow up your phone
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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.

Sally H Igg

Let people know not to use this company

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Their loan processing is atrociou. They lie. Closing went great, the second time. Sent a well qualified person the 2nd time. Customer Service is non-existent--they don't answer the phone and won't call you back. I have been waiting for several return calls over the last couple of months. Their insurance section is all goofed up and they try to force place insurance on you when you have insurance. aDonlready. The website is not user friendly andThe website
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Pros:
  • Low rate
Cons:
  • 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

Matthew S Xux

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Verified Reviewer

Pathetic

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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.

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Pros:
  • Some nice people
Cons:
  • 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

1 comment
Freedom_Mortgage

Dear Matthew S. You have my deepest apologies that you had to endure a tornado and a delay in resolving your insurance payment.

If you do not have resolution to your issue - now 2 days after your review.

Please send details of your loan to the escalation team at LoanSupport@freedommortgage.com. Kind regards, Janice

Sally L Elm

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Verified Reviewer

Request for payoff of loan 005999****

I am filing a complaint as I have tried 3 times by sending a payoff request to customer care twice, starting 9/16/21, faxing the request, and I have also had the borrower, Nathan James, try to get this payoff, with no luck. I have never had an experience like this before trying to get a payoff of a loan
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Wendy A Uzg

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Verified Reviewer

Refinancing that Never Happened

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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.

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Cons:
  • Entire customer service dept is inept

Preferred solution: Apology

User's recommendation: RUN AWAY, don't walk away, from Freedom Mortgage!!

Sidney C

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Verified Reviewer
| map-marker Woodbridge, Virginia

Freedom acquired my loan in December 2020.

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Updated by user Jul 08, 2021

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.

Original review Jun 08, 2021
My county has an elderly tax relief program. I have talked to at least 6 people including a so called manager. All of them speak very good English, but seem not to understand it very well. I want my refund and they are trying their best not to help. Actually, at this point I have no confidence in their ability to do their job. They don't follow up when they say they will. I have never had such a negative experience with any company. Wondering how long this situation will last?
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Preferred solution: Full refund

User's recommendation: Stay away

1 comment
Freedom_Mortgage

Hi Sidney, I am sorry to hear about your recent call with our tax department. I would be happy to assist you personally if you reach out to us directly at PriorityService@freedommortgage.com.

In the email, please include your loan number, property address and additional details about your situation so that I may escalate you to the appropriate supervisor.

Thank you for reaching out, and I look forward to assisting you. – Freedom Mortgage Customer Care Team

Anonymous
map-marker Los Angeles, California

Insurance

I'm trying to respond to your letter to take forced place action. This home continued with Liberty Mutual. 467 TRIPLE 7 TRAIL. KILLEEN 76542. Please contact me regarding proof of coverage if still an issue.
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Donna B Mia

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Verified Reviewer

10 years of problems

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Updated by user May 15, 2021

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.!!!!

Updated by user Apr 15, 2021

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.

Original review Apr 15, 2021
Freedom mortgage 4 years ago was going to refinance my mortgage which they held. Three mo. later the still could not close and they wanted to do a 90 day mortgage at a higher rate, and after 90 days would do a 30 yr. fixed at a slightly lower rate. I decided to do it. However, they lost the papers, everyone was so upset that they said pls. go somewhere local. Now i just refinanced with a local co. and I am told they are being sold April 16. They still have my escrow and they gave wrong closing statement, 1 day before closing a new one was issued, and they owed me $6,000 and almost $3000 Escrow. This is a mess. Plus I asked for their best rate and they were 2.5 points higher than anyone.
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Loss:
$2400
Pros:
  • Should be investigated for mortgage fraud
Cons:
  • 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

1 comment
Freedom_Mortgage

Dear Donna B. Thank you for taking the time to share your frustration.

I am really sorry to hear about your experiences. Please email us directly at PriorityService@freedommortgage.com with your loan number, property address, and the details you shared here about your most recent situation.

A member of the escalation team will get back to you as soon as possible. Janice H.@freedommortgage

Dana E Nbf

Customer complaints!

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Freedom mortgage adds home inspection charges every single month, once I got behind in my payments. I was in contact with them. They knew the property was being cared for. Some months they charged me 5 times. Wtf? I have an FHA loan. They have been sued for this exact thing years ago, yet they are still doing this to my loan. I am beyond frustrated. They lie!! Flat out lie. I just sold my house to get away from them. Do not go with freedom mortgage! ever!!!!
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Cons:
  • Horrible customer service
  • Lied to me
  • Illegal

User's recommendation: Do not go with this lender!

3 comments
Guest

Make your payments on time and this wouldn't happen. ACTUALLY read the mortgage you signed, you agreed to this

Dana E Nbf

https://www.reuters.com/article/freedom-mortgage-lawsuit-idUSL1N20T1MH

Dana E Nbf

Bye bye Freedom Mortgage. NEVER AGAIN!!!!

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