Business Profile

Mortgage Broker

Freedom Mortgage Corporation

Headquarters

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Complaints

This profile includes complaints for Freedom Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,217 total complaints in the last 3 years.
461 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/01/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not obligated for the debt claimed by FREEDOM MT. There is no contractual agreement between me and FREEDOM MT, and they have not furnished the original agreement as requested.
Business Response
Date: 07/09/2025
Hello,
Please provide your loan or account number in question. Unable to retrieve any information with the contact information provided within this complaint.
Or please provide any supporting documentation you may have, and we'll be happy to further assist you. You can reach us directly at ************
or online at ****************************************************

Thank you
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Freedom Mortgage twice in March requesting they stop calling about equity in my house and how I can get cash. I have 14 missed calls between January and now.
Business Response
Date: 07/08/2025
Hello,
Please provide your account or loan number with any contact information you wish to have removed from solicitation.
Freedom Mortgage Corporation values your feedback and appreciates the opportunity to assist you. We're unable to locate
your account information with the contact information provided within your complaint.
You can also contact ************ to request all solicitation to stop including phone calls, email and mail.
Thank you
Initial Complaint
Date:06/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sold my home (2306 ******* ** ******* Tx *****) in February 2023 that was mortgaged through Freedom Mortgage (#**********) and have yet to receive my escrow refund ($1339). They originally sent the check (#*******) to an old address and since Nov 2024 I have called/emailed them numerous times every month attempting to get a new check issued and mailed to my current address. I have received the run around for 8 months about them attempting to find where my money is sitting and this is going on for far too long. Art ****** #****) has tried assisting me since April *****************************************************************
Business Response
Date: 07/15/2025
Please see attached as our response
Customer Answer
Date: 07/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the funds last week. Thank you for assisting with this refund!

Sincerely,

****** *******
Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my serious concerns about how Freedom Mortgage has handled my account. On June 23, 2025, an older woman in an unmarked, dirty car parked outside my home, took photos, and claimed she was with Freedom Mortgage. She appeared intoxicated or impaired and did not present any ID. I told her to leave immediately.I contacted Freedom Mortgage and was told this was due to my account being 30 days late. In 12 years with my previous mortgage company, no such visits occurred unless the account was over 120 days late. This kind of surveillance after one missed payment is invasive and unacceptable.I have also learned that the late payment has already been reported to credit bureaus, damaging my score. This response is extreme and insensitive, considering our current hardship. My partner was laid off in November 2024, and Ive been managing all bills alone. I plan to pay the mortgage shortly, and yet weve been treated harshly and unfairly.Our mortgage is also predatory. In just six months, weve paid $10,436.51 in interest and only $2,705.04 toward the principal. Despite having good credit and stable jobs at the time of purchase, we received a loan with ****** terms. As a Black couple, we believe our treatment and loan conditions reflect discriminatory practices.Because of this experience, I do not trust any hardship or forbearance program you offer. I believe it would only put us at greater risk of losing our home.I am requesting the following:Immediate removal of all late fees.Cease reporting to credit bureaus unless the account is over 60 days late.Stop all third-party visits to my home unless legally required and properly disclosed.I expect a written response within 10 business days. If this is not resolved, I will file formal complaints with the ***** HUD, BBB, and seek legal advice for possible violations of the Fair Housing Act and Equal Credit Opportunity Act.
Business Response
Date: 07/14/2025
Please see attached as our response
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****
Initial Complaint
Date:06/22/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently assumed a mortgage from Freedom, escrow closed and papers were signed on May 15, 2025. At which time I have purchased home owners insurance from ******** which is to be paid through an escrow account that I have paid for the first year in advance. Freedom is demanding I provide insurance for the period of April 17 to May 14, a period of time that I did not own the home and had absolutely no interests in the property. I am being sent letters that am being billed for insurance to cover a lapse that the previous owner of the property may have had. I did call their service department to resolve the issue, but the representative believes I should pay the previous owners insurance obligation. I disagree and do not believe it is my responsibility on any level.
Business Response
Date: 07/10/2025
Please see attached as our response
Initial Complaint
Date:06/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Under the Servicemembers Civil Relief Act (SCRA), I am requesting your assistance in correcting this matter. Attached is my military orders. I respectfully request that you please remove the late payment reported to all 3 credit bureaus for May 2025 from my Freedom Mortgage Corp account due to my active military deployment. ******* ***** Freedom Mortgage Corp Loan Number Loan Number ********** Active Duty 50 U.S.C. *********
Business Response
Date: 07/11/2025
Hello,
Please see attached that was mailed to you on June 12, 2025. In addition, on July 1, 2025, Freedom Mortgage
contacted you directly via phone to discuss all of your questions and concerns. Should you have any additional
questions or concerns please contact us at ************ or visit us online at ****************************************************
We value your feedback and appreciate your business and service.
Thank you
Initial Complaint
Date:06/18/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March the 8th *********************************************************** to file a claim with my insurance company. My insurance company provided an initial payment with a check made out to myself and Freedom Mortgage. After receiving said check freedom deposited it into the escrow account and would only release the funds in disbursements. They cited at the time of the claim I was behind on a payment. I had been working with the loss mitigation department over this matter. Freedom mortgage is well aware that due to my disability and mounting medical bills I paid a payment late. On June 5th 2025 the roof was completely fixed. On June 6 2025 at 10:48 AM paperwork started arriving to the insurance company and phone calls were being made to freedom mortgage on what needed to be done on everyone's end to get the disbursement check. The paperwork provided along with photos to the insurance company prompted them to close my case and released the check. Freedom Mortgage stated that because of my situation I was placed in a monitored claim fund. And that when they received a check they were going to deposit it and hold onto it for 10 days. I believe freedom mortgage is being deceptive in their trade practices with dealing with two different items with one being the mortgage and its status and the repairs being made. I was informed by the lost draft department that if I were current when the claim was made then I could have the check endorsed and immediately sent back to me it didn't require me to have an inspection or delays. But since I'm in this monitored claim fund which they did not tell me of until the claim was made. This is causing a delay in payment to my contractor and his six employees for a job that's been completed. Being a Hispanic female disabled homeowner I find this highly discriminating that I'm being treated differently over a claim. Which leads me to believe if they're doing this to me they're doing it to other people.
Business Response
Date: 07/18/2025
Hello,
We write in response to your complaint to the Better Business Bureau (BBB),
in which you express concerns regarding disbursement of your insurance claim funds and assert
that you were a victim of discrimination in relation to that process.

As a preliminary matter, Freedom Mortgage Corporation (Freedom) respectfully rejects your
assertion regarding discrimination. Freedom does not tolerate discrimination based on race, color,
religion, national origin, ***, marital status, age or any other prohibited basis.

It is important to note that the ****************************** (FHA), as the insurer of your
mortgage loan, and not Freedom, determines the guidelines for handling insurance claims and the
disbursement of claim funds. Because your account was delinquent and still due for the February
1, 2025 payment on the date of loss March 8, 2025, FHA guidelines require that your claim be
monitored. Our records reflect that Freedom received your claim check in the amount of $4,670.47
on May 7, 2025. Because the claim check was less than $5,000.00, even though the claim was to
be monitored, on May 21, 2025, your initial draw was sent to you in the amount of $4,670.45.

On June 19, 2025, you contacted us to inform us that you had received another claim check for
depreciation in the amount of $9,535.48. We informed your that you needed to endorse the check
and send it to us for processing. As of the date of this letter, we have not received your depreciation
check and your claim balance with Freedom is $0.00. We have received the waiver of lien and the
inspection resulting in 100% completion of the repairs. Once your second claim check is received,
it will be processed and the $9,535.48 will be sent back to you so that your claim can be closed.
We are unable to expedite this process as we have yet to receive the check.
Should you have any further questions or concerns, please do not hesitate to contact us. Customer
Care Representatives are available to assist you at ************, Monday through Friday 8:00
AM8:00 PM and Saturday 9:00 AM2:00 PM Eastern Time.

Thank you
Customer Answer
Date: 07/18/2025

Complaint: 23489896

I am rejecting this response because: after several calls and information I was given from Freedom Mortgage. The monitored claim fund was never mentioned until the claim was made. But someone paying a mortgage and someone needing their house repaired are two separate things. The problem is the second check being released in a timely manner, we had jumped through all the hoops that Freedom Mortgage wanted us to do and had done so even before the check was written by the third-party insurance company. Freedom had no excuse to hold the check delaying payment to a contractor and his workers who had completed the work the month before. After speaking with several employees, including supervisor, *** and supervisor ****** and verbatim said I felt like I was being discriminated against. ****** did not enlighten me of Freedoms Policy of not discriminating against customers. Your calls are recorded correct? The first check issued was less than a certain amount and Freedom told me they made a mistake and should not have deposited it and released it. The second check everything was completed 100% all they needed to do was endorse it and send it right back and they chose to hold it. According to *** guidelines and law. I should be able to call the servicer of my loan and ask, who essentially is the investor or owner of the loan ***** ***, *******************, ******* Mac,who ever but no Freedom tells me I dont know. Freedom Mortgage also stated as the servicer of millions of loans that they have vested interest in the property which they dont mind charging you for a drive by inspection and other fees. When they know you still reside on the property. Ive spent more time on the phone with Freedom then most of the employees Ive been dealing with issues with them since 2023 and Ive documented every single person that Ive spoken with, including the 30+ letters of documentation, theyve sent me. But when you call and tell them to release a check because you need that money to buy materials to fix the house, they want to delay it as long as possible. If you deposit everybodys insurance check and hold them for X amount of days, months thats a nice interest that youre getting off of that money. so for those of us who are stuck with Freedom Mortgage because we were sold in a bulk buy. I was never given any type of information from Freedom when my loan was first acquired by them because I wouldnt have picked Freedom to service a loan as a first time homeowner based on less than stellar reviews. Do better.
Sincerely,

****** ******
Business Response
Date: 07/30/2025
Hello,
Freedom Mortgage Corporation is dedicated in helping you have the best customer
experience possible.

We have assigned a single point of contact on your loan that is available to assist in your current mortgage needs.
Please do not hesitate to contact your single point of contact to make arrangements on your loan, ask any
questions you may have, or discuss additional options that may be available to assist you during this important
time.

Your single point of contact is:
COLLECTION, Teller Number 28035
Please call our toll-free number at ************ to speak to your single point of contact. Please have your
account number ready for verification purposes. For help exploring your options, the Federal government
provides contact information for housing counselors, which you can access by contacting one of the following
federal government agencies:

? The ************************************************ (***) at ************ or
*********************************
? The ************************************ (CFPB) at ************ or
******************************************************************************;

Please keep in mind that we will continue with regular collection efforts on your loan, which may include
foreclosure proceedings. We will also continue to report your loan status accurately to the credit bureaus
Thank you
Customer Answer
Date: 07/30/2025
My rejection response to Freedom Mortgage stands. Them forwarding me information about having a point of contact person has nothing to do with the situation that caused me to file the original complaint. The new email that I received is a response from the company telling me I have a point of contact person that has zero to do with the original complaint. The original complaint was The handling of their mistakes that were made causing delay in property being repaired and contractors being paid. But they didnt mind charging me all this extra money for nonsense things that are still on my account.
Customer Answer
Date: 07/31/2025

Complaint: 23489896

I am rejecting this response because:
My rejection response to Freedom Mortgage stands. Them forwarding me information about having a point of contact person has nothing to do with the situation that caused me to file the original complaint. The new email that I received is a response from the company telling me I have a point of contact person that has zero to do with the original complaint. The original complaint was The handling of their mistakes that were made causing delay in property being repaired and contractors being paid. But they didnt mind charging me all this extra money for nonsense things that are still on my account.

Sincerely,

****** ******
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
WE HAD A MAJOR STORM LAST YEAR IN JULY 2024 WHICH DAMAGED OUR HOME SEVERLY. OUR INSURANCE COMPANY **** HAS PAID OUT THE CLAIM. WE HAVE GONE THROUGH 3 CONTRACTRS BECAUSE THEY DONT WANT TO DEAL WITH THE STIPULATIONS OF THE MORTGAGE COMPANY. WE FINALLY FOUND ONE THAT HAS STUCK WITH US. THEY MADE THEM DO A PROPOSAL AND ASKED HOW MUCH UP FRONT DO THEY NEED TO START THE *** THEY PUT AT LEAST HALF. THEY ALSO MAKE THEM SIGN A LIEN OF WAIVER SAYING THEY WONT SUE IF THEY DONT GET PAID. THEY CUT THE 1ST CHECK FOR ***** THIS IS A ***** DAMAGE ORDEAL WHO WOULD WANT TO START A PROJECT AND NOT GET PAID THATS ONLY COST OF MATERIAL. MY HUSBAND IS A RETIRED DIABLED VET LIMITED INCOME WE DIDNT SIGN UP FOR THIS AND NOW WE ARE BEING FINED BY HOA BECAUSE OUR HOME HAS NOT BEEN FIXED PLEASE HELP US RESOLVE THIS. WE ARE HARD WORKING PEOPLE. IN THE 12 YEARS WE HAVE NEVER HAD ANY DAMAGE TO OUR HOME THIS IS A FIRST.
Business Response
Date: 07/08/2025
Please see attached as our response
Customer Answer
Date: 07/09/2025

Complaint: 23484458

I am rejecting this response because: WE received a call and also an email asking if we had any damages and would like to do a 3-month forbearance then do a modification loan on our home due to the storm damages. Of course, who would not accept that not knowing that when you do this they refuse to repair your home. Nothing was explained in depth about the process about you will not get your home repaired funds divvied in moderation. We are current on our mortgage. They are making it seem like we were not current on purpose if i wouldn't have gotten that call i probably would have never done that. AS I stated we have never had any damage this severe to our home and never had to deal with the mortgage company not in this sense. I made it to where the money does not come to us it goes to the construction company. The money they gave us so far has been accounted for we sent them receipts what more is needed this is totally not right. They have several complaints on this company just disregard what if they were in our shoes im sure they would feel different. Im just scared that the construction company will back out as did the other two companies previously and we will be back to **********. What major company will work for free and the kicker is that they make them sign a lien of waiver stating they will not put a lean on my home just disgusting.

Sincerely,

******* *******
Business Response
Date: 07/09/2025
Hello,
As previously stated, the investor guidelines for anything over $40,000 requires Freedom Mortgage to monitor the claim and disbursements. Once an updated inspection is complete, Freedom
will review and disburse additional funds. Please contact our customer service department at ************ for additional information. We are happy to assist or assign for you a single point of contact.
Thank you
Initial Complaint
Date:06/17/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I are currently in a loan assumption sale with Freedom Mortgage and are also closing on the purchase of our new home purchase at the same time. The loan assumption process began on 3.26.25. Both ourselves and the purchasers of our home **** and ***** ******* have followed the proper protocol dictated by Freedom Mortgage every step of the way. However, we have received minimal if any updates or additional correspondence along the way. On June 5th the ********* finally received a call from freedom Mortgage stating that our close date of June 16th was not possible and it would have to be moved back 45 days. They were irate and Freedom Mortgage agreed to move it back to the 25th. Here we are June 17th, approximately 1 week out from our new closing date and zero correspondence by Freedom Mortgage to Us, the *********, the title company, and my mortgage company to coordinate the closing details. Both ourselves and the Yeargins have made numerous attempts to reach our assigned loan contact with Freedom Mortgage both by phone and email with zero response. Our loan contact is ****** ******, *************************************************************** it is almost as if Freedom Mortgage is dragging this along because they know that it is a loan assumption and Freedom Mortgage is the only option. The ********* are moving across country from ************** to **********, La and we are coordinating moving locally. I explained in one of my emails that was never replied to that the last of communication is very inconsiderate and affecting both of our families during this process.
Business Response
Date: 07/01/2025
Please see attached as our response
Customer Answer
Date: 07/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:06/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it May Concern,Under the *********** Settlement Procedures Act (RESPA), I understand that mortgage servicers have obligations regarding escrow account management and the proper application of payments. I request that you:Investigate why my initial payment was not applied and why I was not adequately notified of the precise amount of the escrow shortage and its immediate impact on my payment application.
Business Response
Date: 07/07/2025
Please see attached as our response

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Freedom Mortgage Corporation is NOT a BBB Accredited Business.