Melinda P Hgu

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Verified Reviewer

No tax exemption adjustment for a 100% disabled vet approved by the state of Georgia instead they increased the monthly payment based on escrow shortage

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My husband is a 100% total and permanent disabled veteran with 100% tax exemption that was sent to freedom mortgage in April and as of date has not been adjusted to the payment and escrow. instead have increased the monthly payment based on taxes that he is exempt from I have made multiple phone calls with promises that are not kept. we continue to wait for adjustment that he deserves As a DAV During wa time.DAVdisabled
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Pros:
  • No pros
Cons:
  • Speed of solving issue
  • Customer service sucks

Preferred solution: Full refund

Buddy L
map-marker Philadelphia, Pennsylvania

Refinance

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our refinance with freedom mortgage started in January of 2021. We signed all documents and were told they had everything they needed. 2 months went by and nothing. Then we were told we needed information about a loan that had been closed since 2008. We tried a 3 way call with a 3rd party they used. This was a disaster!! We then had to go to the old lender &;;;;;;;;;; get a written letter showing the account closed. We submitted the information. We now well in June and no thing! DO USE the company! TerribleTerriblecustomer serviceTer service
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Preferred solution: Apology

1 comment
Freedom_Mortgage

Hi Buddy, thank you for reaching out and providing feedback. I'm truly disappointed you're not completely satisfied with your experience and I would like to help.

If there's anything I can do to assist and potentially change your opinion, please email us directly at LoanSupport@freedommortgage.com.

In the email, please include your loan number, property address, and a further description of the issue. Thank you, Freedom Mortgage's Customer Care Team

John R Flu

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

Lack of respect

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I was working with Luis Lopez. After he got the information he needed, he never called back with any information. Have left several messages for him to call back.
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Cons:
  • Do not respond to phone calls

Preferred solution: Information that I need.

User's recommendation: Don't recommend this company

Gary R Whu

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

Poor Customer Service

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I mistakenly made 2 mortgage payments for one month. When I contacted Freedom Mortgage the 1st time I was asked to forward a copy of my bank statement showing the 2 payments and that a refund would then occur with 24 to 72 hours. Two weeks, 5 phone calls to Freedom Mort including one conference call with my bank, and several emails later I still have not received my refund. All it would take is for the right person to peck in a few numbers. $990 is chump change for them, but for me it means getting through the rest of the month. Avoid this heartless company! tAhe th rig
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Preferred solution: Full refund

User's recommendation: Avoid this company; poor customer service

1 comment
Guest

You could not double pay

Doug H Ghg

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Verified Reviewer

Refinance

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My loan was transferred to Freedom Mortgage. They contacted me about doing a refinance and the process has been horrible. I have done about 30 different home loans, and the communication from Freedom Mortgage has been absolutely the worst I have experienced. Every week a new "representative" calls claiming to be with Freedom Mortgage and wa\\requesting my SS#.
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User's recommendation: Avoid Freedom Mortgage if possible

Bryan C Bmu

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Verified Reviewer

Escrow funds haven’t been returned for four months

I sold my home on 4/19/21. Escrow refund check was sent to the wrong address. Not sure why this was the case as they have sent account statements to the correct address for 2 YEARS. I called to fix the situation weeks ago and am still getting the run around on a check. This isnt the first time Ive had shady things happen with this company. I would recommend refinancing with another company if possible. They would foreclose on you in a second if you didnt pay them for 4 MONTHS. I WANT MY ESCROW MONEY BACK.
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Loss:
$2
Pros:
  • No pros just cons
  • That they should be investigatd
Cons:
  • Fraud
  • Have to call in numerous times to have an issue fixed

Preferred solution: Full refund

User's recommendation: Stay away. Refinance if possible.

Anonymous
map-marker Cape Coral, Florida

HORRIBLE RUDE CUSTOMER SERVICE

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Freedom Mortgage was the rudest and has the most disrespectful people working for them. My husband and I being disabled Veterans we were ignored, cussed at, hung up on and when asked who we were speaking with were given false names and return phone numbers. This company can not be trusted. We paid for an appraisal and they never released it. I will never deal with this company again. TV and I would advise
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User's recommendation: Veteran's United

1 comment
Guest

exactly i trusted them now that i completed my 3 months loan modification they sending letters stating they are a bill collector not a mortage bank i don't know what's up with them but im about to find out real fast. that's one thing i don't like to be lied to they make it seems like they relly care about you and they really dont i pray to God i dont loose my home dealing with them.

THOMAS S REVIEWS

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Verified Reviewer

VA refi cancellations

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I have been trying to get my VA mortgage, which has NO escrow, refinanced from 3.5% to 2.25% and three times they have CANCELLED my loan application!!! Not turned it down, just CANCELLED it !!!!
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Pros:
  • No pros just cons
Cons:
  • Dishonesty
  • Are rude and inefficient
  • Customer service rep

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT USE THIS RIP OFF COMPANY!!!!!

Amber G Tdy

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Verified Reviewer

Poor service

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I am an existing customer of Freedom Mortgage. The company solicited me for a no-cost refi. Since it was $0 out of my pocket, I thought why not.... Here's why not. This is day 65 of my refi. It has been one problem after another. The moral of the story is: if it sounds too good to be true it is. RUN, RUN AS FAST AS YOU CAN>;;;;;;;;;;;;;;;
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Cons:
  • Multiple customer service reps messing up internal process

Preferred solution: Fire the loan officer and customer advocate

1 comment
Guest

Those is a follow up. Today is day.78 of my refi and the last day.

Freedom currently pays my home warranty thru my escrow and refuses to add it in for closing. I have been advised that I would have to wait at least two weeks before they would pick it up again. I have no trust that they will do this properly. If you ask why I'm adamant about everything being settled at closing, it's called principles.

And it's been over 10 days since I originally posted...

Heard nothing from them. My solution is that I'll refi thru my bank

Anonymous
map-marker Ely, Iowa

Loan payoff statement needed today and it is one month off!

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I called on Wednesday, I called Thursday two times, and I believe I had the same representative both times. She was unhelpful. I was needing a mortgage payoff request and she said I would request it online and receive it 30 min later. I asked if there was a way she could do it to assure I received it and she said no. I requested it 3-4 times over those two days and never received it email-wise. She never mentioned I could also view it under Statements which I found myself. After looking at the payoff statement, I realized the dates were incorrect - it should be through 7/30, not 8/29. I called again and she was unwilling to provide me with any information other than, " I can change it but you may not receive it for weeks." I'm highly unsatisfied with this rep's lack of care, concern and detail.
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LE A

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Verified Reviewer

Freedom Mortgage

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Per my conversation this morning with a Freedom Mortgage Representative that called me from 317-537-**** I find it highly disappointing to be informed due to my loan being in Forbearance are unwilling to purchase my loan from Flagstar Bank. Having a six figure income and steady employment Freedom Mortgage is missing out on a great opportunity. The countless hours of energy, time, and effort I put forth including being abruptly interrupted to answer random calls during my normal business hours was a very unpleasant experience. I contacted Freedom Mortgage because it was believed to be a veteran friendly lender and I believed the company was seriously interested in getting another customer. To the contrary, since Freedom Mortgage is no longer interested in doing business with me I am certain another Veteran Friendly Mortgage Lender will gladly meet or exceed the proposed VA IRRRL Refinance Rate and monthly payment amount offered.
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Preferred solution: Let the company propose a solution

User's recommendation: DO NOT REQUEST FREEDOM MORTGAGE FOR VA IRRRL REFINANCE LOAN

Jeffery T Myz

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

Very Poor communications and follow through.

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Happening again? What is the problem?

I already had one signing cancelled and was called or emailed by at least 4 different individuals. Now it is being repeated again. First time paperwork didn't come through. This time home insurance hasn't given you information.

Seems to me these are terrible reasons. How many phone calls, emails, faxes, etc would it take to get these little things taken care of? When different people call me they have no idea that other people have contacted me. Sounds like there are extremely poor communications.

I can understand some of this since everyone is probably working from home. Still, I am being played with and just after my wife has died. I am not in a good mood and I am not impressed by poor communications on it seems like everyone's part with Freedom Mortgage. Excuses never give you a positive impression.

Should I be looking for another company? The only problem is rates change on May 10th.

Did you ever ask me about my background? No! I taught and sold real estate investing education for Robert Kioscoki all over the United States!

I know how the process of getting a mortgage works. You seem to be dragging your feet a whole lot. If my wife hadn't have died I would have gone with someone different and probably would have been offered a lower interest rate.

Tell me what I am supposed to think. You have possibly stopped me from getting what you have promised me.

I do now want to talk to anyone other than you. The buck stops with you.

Rev.

Jeffery A. Trees

-----Original Message-----

From: Judith Castillo

To: jefftrees8@***.com

Sent: Mon, Apr 26, 2021 3:13 pm

Subject: EH : Loan# 012662**** TREES, JEFFERY A

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Preferred solution: Let the company propose a solution

Mark F Gfk

Failed refi due to incompetence of employee and contractor

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Freedom acquired our home loan toward the end of 2020. In January, I got a call from a Freedom "loan originator" offering a refinancing to a lower rate. He said the total fees/costs would be 1% of the loan balance and that could be recovered in a little over a.year and a half through the lower mortgage payments. We said OK and then when the paperwork started, another $1200 in fees were added. Our house is held in a Living Trust. Outfit doing the title work said they needed Trust paperwork. I mailed the documents twice. Second time, registered via Post Office. Kept getting calls from Freedom saying Trust paperwork not received. Title folks apparently "lost" them, twice! Loan Originator/Manager, Scott, kept saying everything going well, although getting any comms from him was difficult. Then, I get a call telling me the refinancing had been terminated due to incompleteness caused by our failure to submit the Trust documents! The lady I talked to seemed dismayed when I explained that we HAD submitted the documents and the other problems. Freedom apparently uses subcontractors from all over the country to do title and other work. But, due to poor management, one hand doesn't know what the other is doing! I was told we could reapply and start again. I said, "No thanks!". No one from Freedom has apologized for their mishandling of our loan and no one has found and returned our Trust documents.
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Loss:
$50
Cons:
  • Poorly managed

Preferred solution: Let the company propose a solution

User's recommendation: Beware of incompetence and mismanagement

1 comment
Freedom_Mortgage

Thank you for reaching out and providing your feedback. We're truly disappointed you're not completely satisfied with your experience.

Please email us at LoanSupport@freedommortgage.com along with your loan number, property address, and description of the issue and we would love to help you resolve it. Thanks

Michael M Hdo

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
| map-marker Columbia, Maryland

TERRIBLE SERVICE - Questionable security

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This company took over my original mortgage carrier, and I thought it would be easier to refinance through them than to go to a new company. I really wish I had looked elsewhere.

Their 'customer service' is essentially non-existent. The person who originated my refi doesn't call back or respond to emails. His supervisor who I was referred to speak to, never returned my voicemail. The person who is supposedly moving my loan through the process is not available to respond to emails or phone calls, and her voicemail has a different person's name on it.

Documents that I have submitted via a button in their emails have not been received, because 'the button doesn't work'. So I have emailed documents and no idea if that is secure, though they claim it is. I get random calls from reps with different mortgage company caller ID's. I actually thought for a few weeks that I was being scammed, or opening myself up to being scammed.

Still not totally sure, but I guess I'll find out eventually.

I was told the program that I'm refi'ing in won't apply PMI, and now they've added PMI to the quote, and no one will give me a solid answer on that. I was supposed to be closing soon and skip February's payment on my original mortgage, but now I'm making that payment while still waiting on the process to move forward and have no timeline.

Truly a terrible experience which if I hadn't invested this much time in already, I would abandon and go elsewhere.

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Pros:
  • Competitive rates with low to no upfront cost
Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Go with a different company for refi

6 comments
Guest

Having the same issue with Customer Service. They keep trying to schedule me with their title company.

They knew day 1 who I wanted to use and a month later they can't get it corrected. I talk to a different person every time and my Loan Officer will not respond to my emails. Horrible and I am also an existing customer.

I had a better experience with Bank of American during the downturn when the market had me upside down. Just horrible.

Michael M Hdo

https://www.justice.gov/usao-nj/pr/freedom-mortgage-corp-agrees-pay-113-million-resolve-alleged-false-claims-act-liability

Freedom_Mortgage

Thank you for reaching out and providing your feedback. We're disappointed you're not completely satisfied with your experience.

If there's anything we can do to change your opinion, please email us at LoanSupport@freedommortgage.com along with your loan number, property address, and description of the issue. We look forward to assisting you.

Michael M Hdo
reply icon Replying to comment of Freedom_Mortgage

I initiated a refi with Freedom on December 4, 2020. Three months later I seemed no closer to a closing date.

I got the runaround from representatives all over the country trying to get ahold of my 'customer advocate' who never answered his phone or had an 'out for lunch' message up, never responded to voicemails, and wouldn't reply to emails. I was finally fed up and it took 4 hours of calling everyone I could, being transferred to various numbers or having the calls dropped, to FINALLY get a call from his manager. During those calls everyone that I asked gave me a different answer as to the status of my loan. I canceled the process on March 2nd (they're very quick to cancel, that was the most responsive they'd been through the whole thing).

I signed up with a different company on March 3rd, better deal, and as of March 9th, I'm almost ready to close. I don't know what their deal is, I can't help but feel very suspicious of this company after witnessing how they handle things - I'll be keeping an eye on all of my accounts for any suspicious activity for awhile.

Guest
reply icon Replying to comment of Freedom_Mortgage

Another bullshi t reply from a company. Try picking up the phone and someone asking what the issue is. These general email boxes are worthless.

Guest
reply icon Replying to comment of Freedom_Mortgage

Your company sucks at customer service. Horrible.

Can't talk to the same person twice, can get my loan estimate correct. And I am an existing customer.

If you can't handle your existing customers why should anyone new come to your company. Just aweful!!!

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John F Aqn
map-marker Roselle, Illinois

Mortgage life & disability insurance

Requests information on your mortgage life plan. I have recently received a new VA loan I am interested in getting a mortgage life and disability home insurance
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Cons:
  • Non

Preferred solution: Insurance coverage mortgage life and disability coverage

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