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Business Profile

Mortgage Broker

Freedom Mortgage Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

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

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Freedom Mortgage Corporation has 59 locations, listed below.

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    Customer Complaints Summary

    • 1,216 total complaints in the last 3 years.
    • 462 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/11/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Freedom Mortgage acquired my loan from another servicer. They have not credited my account for the last payment sent to the previous servicer as they are required to do. They acknowledge receiving the check, but claim that the "payment was reversed because the account could not be found". The customer service agent *********************** was unable to provide any explanation of why the payment was reversed or what account could not be found. She claimed that their payment department would have to research it and that it could take a week to get any answer, but that my mortgage would be reported late if I didnt make another payment. A valid payment was tendered. My bank shows that the check has not cleared. Freedom Mortgage has failed to properly process this payment. Processing issues internal to Freedom Mortgage's operations are not my responsibility. It is Freedom Mortgage's responsibility to correctly process payments received. If Freedom Mortgage has lost my check, I will send them another one if they cover the cost of canceling the previous check. FTC and CFPB complaints also filed in relation to this matter.

      Business Response

      Date: 12/05/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Our mortgage was sold to this company recently and it has been nonstop problems. Every single month we make the payment on the mortgage, receive a confirmation, but then the money never comes out of the account. Every month, we then call to find out why the money has not been removed and are told that there was a problem with the payment. At no point have we ever received communication about this problem, but when we call we are told that the payment failed due to insufficient funds (has not ever been the case). Every month, we are then assessed a late fee for not processing payment. When we call, they answer the phone with "why are you late?". This business is incredible shady and dishonest.

      Business Response

      Date: 12/03/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/09/2022

      Type:Billing Issues
      Status:
      Answered
      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 Oct 7th I had an on job injury. I called Freedom Mortgage on October 21 and 28 inquiring about Forbearance because I am only receiving Workers Compensation. As of November 9 I haven't heard whether it has gotten approved. I offered to make a Partial payment but was told I couldn't yet they reported and are constantly sending me letters about me being 2 months deliquent. After requesting to talk to upper management they took a partial payment. I want a decision on my Forbearance and I want my credit report fixed for the Month of October. I did attempt to make a payment but was advised I couldn't. I think that if a company sends out emails and letters about helping if help is needed they need to be willing to work with the homeowner as they are stating. They want to foreclose or want me to refinance but that's not necessary for homeowners they attempt to pay nor is it fair. I have been late but never not paid my mortgage.

      Business Response

      Date: 12/07/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/07/2022

      Type:Order Issues
      Status:
      Answered
      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 have lost thousands and thousands of dollars to the constant delays (perhaps delay tactics) of Freedom Mortgage releasing my insurance payment for the rebuilding of my house after a fire. They keep touting "the process" but never once have they kept the timeline of my disbursement payments. Things linger without follow-up, processors don't process documents, loss draft employees just read from a script with no idea how to help, "upper management" can't get involved, etc etc. My GC has walked from the job twice and is ready to walk again... for good and no one seems to care. We can't schedule subcontractors when we don't know when we can expect to see funds and no one wants to work with us because the mortgage company is so flaky their word is meaningless. They payout MY depreciated insurance money based on a NON-depreciated completion of work schedule. It's absurd. They've touted time and again that the escrow account they hold my money in is non-interest bearing thus making it a cost center, but refuse to directly release the money to my bonded, insured, licensed contractor because it's "against the process". I feel like the last sane person on a sinking ship. It's been 18 months! Just let me finish my house!

      Business Response

      Date: 12/01/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/05/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Freedom Mortgage was sold my mortgage from Roundpoint Mortgage. Freedom then raised the payment due to their own estimation of escrow. Freedom did not communicate this change in an effective manner and reported my underpayment as a 30-day late notice to the credit bureaus as they report an underpayment of no payment at all. Once I found out there was an issue I tried correcting months before they reported the 30-day late notice. They claimed this time somehow they had the wrong numbers for my account information (even though it was reviewed twice with the phone representative and I). I have since had to do this one more time with Freedom meaning this seems to be a matter of how they do business. Their online reviews are spot on with how poor this company is.

      Business Response

      Date: 11/30/2022

      Please see attached as our response

      Customer Answer

      Date: 12/01/2022

       
      Complaint: 18363489

      I am rejecting this response because of the following reasons:

      1.  Freedom mortgage called once and only once about this issue.  See attached. 

      2.  I called Freedom Mortgage back per their only call on 10-18-2022 and paid the overage of $121.89 to bring my account up to date AS DIRECTED by Freedom Mortgage.  See the attachment.  I did everything I was supposed to do to bring my account current. 

      3.  Freedom Mortgage states in their own response that the mortgage payment for September was paid on *****-2022.  On the Freedom Mortgage documentation, it shows their late date is the 16th of the month.  If the last date for the payment was ****, paying on ***** is not 30 days late by Freedom Mortgages' own standards.  

      Base on the above, please remove the negative report and if possible, please sell my mortgage.


      Sincerely,

      *************************

      Business Response

      Date: 12/01/2022

      Hello,

       

      Your due date is the first of each month.  The credit reporting is based off your due date and not the date your loan is assessed a late fee.  Freedom Mortgage must report factual information to the major credit bureaus.  As stated in our previous response we mailed to you documentation explaining well in advance your escrow analysis.  Your monthly statement and a phone call from our ************************ was also provided within September.  The September 1, 2022 payment was not paid in full until October 14th causing the negative credit reporting.

       

      Please feel free to view your account online anytime at www.freedommortgage.com 

       

      Should you have any additional questions or concerns regarding your due date or payment options needed please contact us at ************

       

      Thank you

      Customer Answer

      Date: 12/02/2022

       
      Complaint: 18363489

      I am rejecting this response because the Agents at Freedom Mortgage clarified the grace ****** for the payment was until the 15th as I called (multiple times) to confirm.  This is validated by your own documentation.  This payment was not 30 days late by your own policies and documentation.  

      Please remove the credit report

      Please, please sell my mortgage.


      Sincerely,

      *************************

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Freedom Mortgage wont release insurance check claim funds, despite Hurricane ***** being over 2 years ago. They changed companies who handle the insurance check claim process and are holding hostage the money we need to fix our house. It's impossible to make more progress because inflation has gone through the roof and now Freedom Mortgage is causing undue pain and suffering and REFUSES to even engage in common sense talks to solve the issue. We aren't doing anymore inspections because at the end of the day nothing will change, because Freedom Mortgage wants to collect interest on my insurance check claim funds.

      Business Response

      Date: 11/08/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/04/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Was offered forbearance when I was diagnosed with cancer. Offer me four choices to repay the forbearance. When the time came I was told what I asked for was not an option and the teller didnt know what she was talking about.While going through treatment, bone marrow transplant, and recovery, which Im still going through, I submitted a loss mitigation package. I submitted the requested documents, received letter of confirmation and 3 weeks later asked for documentation that was missing. Resubmitted, received confirmation and three weeks later the same again. It has been a circle for the past 7 months. Every required documentation was submitted and if no documentation then a statement for it. Now 4 weeks ago received a letter stating the package was completed. Two weeks ago received another letter asking me to submit an entire new loss mitigation package. Now gave me excuses that the option I asked for when forbearance ended expired. Every time I get a different excuse. Now I have to try to somehow come up with a solution for all this mess ********** is going to contact, please have someone that knows the process and its not all about we are sorry

      Business Response

      Date: 11/28/2022

      Please see attached as our response

      Customer Answer

      Date: 11/30/2022

       
      Complaint: 18361218

      I am rejecting this response because:

      Its the same letter I received over and over after submitting every document required.  Documents submitted, received letter of package being completed then received same letter again asking for documents.  
      now after contacting the VA came to find out I was lied to hy your company regarding you contacting them. 

      Sincerely,

      *********************

      Business Response

      Date: 12/07/2022

      Hello,

       

      The package returned to Freedom Mortgage is still incomplete at this time.  Freedom Mortgage is attempting to reach you by phone and mail.  Please contact us directly at ************ to discuss your options and update the missing documentation to review your possible loss mitigation options at this time.

       

      Thank you

    • Initial Complaint

      Date:11/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The company does not care about their customers. The services is bad and they only care about something if and only if they it helps them out. I have been trying to get issue address with my account and the refuse to do anything. Please let me contact FHA and HUD to have them help me resolve issues that I have as the dont give a **** about their customers

      Business Response

      Date: 11/23/2022

      Please see attached as our response

    • Initial Complaint

      Date:11/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      During Covid we had to go on forbearance due to both spouses being laid off. This was with our previous mortgage company. In November 2021 we were able to start the process of coming off of forbearance and resumed regular payments. In December 2021 Home Point sold our mortgage to Freedom Mortgage and we were told the forbearance program would continue just as it was with Home Point. I talked to them several times and was told to various things which none were true. We were told nothing about submitting paperwork and told to wait for a package to come to sign information. That never came. Then we were sent a packet of papers to fill out and return. We spent a lot of time on the phone with Freedom Mortgage to make sure all this paper work was filled out correctly and all the right documents were sent. We faxed all of these documents and we waited. Heard nothing. This was in the Spring. Received another letter saying the paperwork was incomplete. So we called Freedom and was told they saw the paperwork in our file and couldn't understand why we need to do it again. This was in the spring, early summer of 2022. But we did the paperwork again. (2nd time) This time my husband spend hours scanning every thing and we emailed the paperwork. Then we received YET ANOTHER letter saying the paperwork was incorrect. By this time, I had enough of the inconsistency and incompetency of Freedom Mortgage. I called again and spent over an hour with someone from a different department. We went through everything we needed. We spent another several hours scanning then emailing it. (3rd time) This was September 2022. I even emailed the woman I talked to the paperwork to confirm it was correct. She refused to ************ on November 1st we received ANOTHER notice saying our paperwork is incomplete! It is like they are playing a game or losing documents. This has been going on for an entire year and we are extremely frustrated. We need this fixed ASAP and Freedom has been USELESS!

      Business Response

      Date: 11/23/2022

      Please see attached as our response

      Customer Answer

      Date: 02/02/2023

       
      Complaint: 18343690

      I am rejecting this response because:

       

      We were in forbearance due to Covid and being laid off from our jobs. We have been trying for over a year to finish this loss mitigation process and we have been getting the absolute run around. They are not reviewing paperwork we have sent in a timely manner then coming back and saying it's out of date and we need to do it all over again because it is not current enough for them. Which is 100% their fault. We were also told the wrong information about the paperwork we needed to send. We sent it 3 times!!! We thought we were finally done with this when we got the final documents and then received a call to have a notary come out. Notary came out and we signed and sent documents on their way. The notary who was hired by freedom mortgage said ignore the dates they know that scheduling has been hard. Then two days later I get paperwork saying that it has been rejected because the paperwork was not done in time. Meanwhile it's been notarized and sent. I call Freedom Mortgage and they say well I always tell our customers to get their own notary. I said that was NEVER told to us. We were told by the notary company that this was a free service on behalf of Freedom Mortgage. If we had known that then we would have!!!!! We were then told that we will have to restart this entire nightmare all over again. I truly believe this is done completely on purpose at our expense. This has taking a huge toll on our mental health and mental stability. We have done what they have asked over and over and they still can not just let it end. I feel as though we are living a nightmare with this corporation that will never end. This paperwork needs to be accepted and it needs to be over!! They need to stop and let us off this hamster wheel. Due to their incompetence and negligence to being professional we need this to be accepted and done or we will look into legal action.

      Sincerely,

      *********************************

      Business Response

      Date: 02/08/2023

      Hello,

       

      Thank you, Freedom Mortgage has received your executed Modification documents dated 02/02/2023.  We will review and acknowledge completion once reviewed.

       

      Thank you

      Customer Answer

      Date: 02/08/2023

       
      Complaint: 18343690

      I am rejecting this response because:
      If Freedom Mortgage had looked at our account before responding they would of known that they received our final documents at the end January and we called 2/2/23 as we were instructed to do so from (Mo employee ID ***** the previous person we spoke to on 1/28/23. On 2/2/33 my husband called and was told everything was complete and done from ***** and her ID is ******. I am so tired of getting different responses. The inconsistency is ridiculous and in this business unethical. Figure it out and complete our paperwork. It should be finalized and this process should be complete. 
      Sincerely,

      *********************************

    • Initial Complaint

      Date:10/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 husband is a 100% disabled veteran (this happened in January of last year) so we are no longer required to pay property tax in the **************. He got all of the proper documentation and sent it to our mortgage company (freedom mortgage) immediately. They said that we would have to continue paying the property tax through October when taxes are billed by the county. He has followed up with them several times and they had everything needed, and then last week was told that we could call again on today october 31, 2022 in order to inquire about receiving the over $5000 that we had over paid back from our escrow account. Today they stated that our request has been denied and they are not only still holding on to this amount of money we are owed, but they are also not properly adjusting our payment to reflect the non payment of property tax for next year. It is nearly $500 a month, and this is financially unbearable to us at this point due to my husbands disabled status. They are refusing to help us in any way so I informed them that I would be taking the steps to file a complaint and receive help from the BBB. They are supposedly the leading lender for VA loans, and should most definitely know how to prep pelt handle this and not be treating a disabled veteran so poorly.

      Business Response

      Date: 11/21/2022

      Please see attached as our response

      Customer Answer

      Date: 11/21/2022

       
      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,

      *************************

    Freedom Mortgage Corporation is NOT a BBB Accredited Business.

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