Complaints

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

close

Find a Location

Freedom Mortgage Corporation has 59 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Freedom Mortgage Corporation

  951 W Yamato Rd STE 175 Boca Raton, FL 33431-4444

• 

  Freedom Mortgage Corporation

  21 Corporate Drivev Clifton Park, NY 12065

• 

  Freedom Mortgage Corporation

  Laconia, NH 03246

• 

  Freedom Mortgage Corporation

  1270 Avenue of the Americas New York, NY 10020-1700

• 

  Freedom Mortgage Corporation

  20 Lake Center Dr Marlton, NJ 08053

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:05/23/2025

  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 the primary borrower on an FHA-backed mortgage serviced by Freedom Mortgage. I have been trying to resolve several critical issues with them for over five months, including: Repeated requests for loss mitigation assistance due to financial hardship, which have gone unanswered in writing; 2. Mishandling of a $7,500 insurance payment related to property damagesome of which was intended to reimburse me for out-of-pocket expenses already incurred; 3. Refusal to acknowledge or respond to legal documentation, including a prior court order allowing me to act independently in insurance matters; 4. Verbal communications and third-party notary calls used to bypass written accountability, including stating that both co-borrowers must be present to sign documentswithout ever providing this policy in writing; An ongoing pattern of delay, avoidance, and misdirection, despite my compliance and efforts to resolve the situation through proper channels. Freedom Mortgage continues to send automated delinquency notices while ignoring my documented communications, failing to provide written explanations, and obstructing access to assistance I am legally entitled to. This has created severe stress, potential risk of foreclosure, and financial harm.

  Business Response

  Date: 06/16/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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.

  Due to hurricane ****** I was granted a forbearance for 3 months. After the 3 months I am paying almost double mortgage every month on the due date. However, freedom mortgage is sending negative reporting to the credit bureaus. I have never in life been late on a mortgage loan.

  Business Response

  Date: 06/04/2025

  Please see attached as our response   

  Customer Answer

  Date: 06/05/2025

   
  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,
  
  Kara Board

• Initial Complaint

  Date:05/19/2025

  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.

  The mortgage company did an escrow analysis and raised my monthly payment by 129 dollars per month. When I called to inquire the only way I could get a person was to pick the option to talk to someone about getting a refi or home equity loan. I talked to 4 different people, ***, ******* ******* *****. After being unable to get the reasons for the increase I pretended like I wanted a loan and this *** ***** starts asking me all these questions about my property and what it is worth etc. I bought this house 10 years ago for *****. ***** said they were using the listed property values, stating its worth *******. No way. I've not done any structural improvements only normal maintenance replacement. These guys are trying to take my house based on a Zillow listing. I can't afford the increase and they can't justify doing it by taxes or insurance. I checked, my taxes actually went down 23 dollars and my homeowners insurance only went up 7 dollars a month for 2025. I dare you to call and try to get a person without them sending you to a loan officer. The calls were recorded, I only asked about the escrow but they never did give me any reasons. I'm 67, fixed income, part time job. These folks gotta be stopped from trying to do this. My house might be worth 100g max due to the neighborhood. I get 1490 a month. I have a fixed interest rate of 6.25. if these guys get away w doing this I'll be homeless

  Business Response

  Date: 06/12/2025

  Hello,

  We previously paid, or are scheduled to pay, your property insurance renewal. However, we have
  received an insurance billing from a different insurance company for the same property. It is our
  understanding that it is your intent to change insurance companies at this time. To ensure there is no
  lapse in coverage, we updated our records to reflect your new insurance company and paid the
  premium from your escrow account. This may result in two insurance policies being paid, which could
  create a shortage in your escrow account, impacting your monthly mortgage payment.

  
  Please cancel your prior insurance policy and request the premium refund to be forwarded to the
  address below for deposit to your escrow account. Please request the loan number to be included on
  the refund.

  
  Freedom Mortgage Corporation
  ISAOA / ATIMA
  Attn: Cash
  ************************
  Fishers, IN 46037

  If you have any questions regarding this matter, please contact us at the number provided below. We
  appreciate your prompt response to this matter.
  Insurance Department
  Freedom Mortgage Corporation

  NMLS # **** (**************************)
  Phone: ************ Monday through Friday, 8 am - 8 pm and Saturday, 9 am - 2 pm (ET)
  Fax: ************

  Thank you

• Initial Complaint

  Date:05/19/2025

  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 had hail damage to my house which required replacement of roof, siding, gutters, trim, garage doors, garage door trim. I have had to send the insurance claim money to Freedom Mortgage who held the money. When work was done, I had to have contractors send documentation, I had to send documentation, and then I had to wait months (one time more than 5 months) for them to send the money to pay the contractors. The final work needed, and performed were the garage doors and trim replacement. Since Freedom Mortgage has sat on the money, I have been threatened with court action, and had to threaten Freedom Mortgage with legal action to send the money. To prevent this on the final leg, I paid, the last payment out of my pocket. I received the check from State Farm, and contacted Freedom Mortgage ********* and asked if I can just send this check in, have them endorse it and get it right back. I received an email back saying I needed to contact State Farm, have them send some other documents in. I responded, asking why. I said EVERYTHING IS PAID, this money is out of MY POCKET, and I need a quick turnaround so I can recoup the money. I get another email back requesting my account info, etc. I have so had it with having to pay things out of my pocket upfront, being threatened to be taken to court, etc. while Freedom Mortgage sits on the money. I initially paid $11,000 out of my pocket, while Freedom sat on a $5900 check. I had to pay interest on the credit card for this. This final check from State Farm is $1318.56. In situations such as disasters to home, the conflict usually is with the ****************** Freedom Mortgage has been the major issue throughout this process.

  Business Response

  Date: 06/12/2025

  Please see attached as our response   

  Customer Answer

  Date: 06/16/2025

  In response to the Response to *** **** ********,

  I tried contacting *** ******** telephonically at the provided number for clarification, but the number he provided is a general number, and there was no getting through to *** ********* I was never advised, at any time, to endorse the check, then send it in for their endorsement, that's what I've wanted to do the entire time.  I was advised that I had to contact the insurance carrier and needed an updated adjustment completed and submitted. Now that I have this in writing, I am sending the endorsed check in, certified mail. I am including with it, a copy of *** ******** response, and a copy of the itemized receipt showing that I paid this in full. Though this is the outcome I've been wanting, I will not check that I agree until after I get verification they are going to honor this transaction. BBB, please do NOT close this for two weeks, because I do not have the trust in this institution to fully abide by this agreement. I have verification and justification to satisfy this request, but at this time none of it is relevant.  Thank YOU very much, and Thank You *** *********

  Sincerely

  ****** J. ******

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23350537
  
  I am rejecting this response because:

  In response to the Response to Mr. **** ********,

  I tried contacting Mr. ******** telephonically at the provided number for clarification, but the number he provided is a general number, and there was no getting through to Mr. ********* I was never advised, at any time, to endorse the check, then send it in for their endorsement, that's what I've wanted to do the entire time.  I was advised that I had to contact the insurance carrier and needed an updated adjustment completed and submitted. Now that I have this in writing, I am sending the endorsed check in, certified mail. I am including with it, a copy of Mr. ******** response, and a copy of the itemized receipt showing that I paid this in full. Though this is the outcome I've been wanting, I will not check that I agree until after I get verification they are going to honor this transaction. BBB, please do NOT close this for two weeks, because I do not have the trust in this institution to fully abide by this agreement. I have verification and justification to satisfy this request, but at this time none of it is relevant.  Thank YOU very much, and Thank You Mr. *********

  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/25/2025

  Hello,

  Our records indicate that you have you have spoken to a Freedom Mortgage customer service representative on June 6, 2025, regarding the additional check and outstanding conditions needed at this time.

  The supporting documentation includes an updated adjuster report from your insurance company and ******* would be reaching out to you directly with additional instructions.  Should you have any additional

  questions or concerns please contact us at ************.

   

  Thank you

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23350537
  
  I am rejecting this response because:

  Looking at the attached document, a letter from **** ********, Senior Director from their customer service/legal  Dept., in the Par: May 23, 2025, he wrote, "You were advised that you would be required to endorse the check and send it in for us to endorse." This message was received through the BBB site on or about June 12th. On or about Jun 16th, I endorsed and sent the check back to Freedom Mortgage, as instructed by Mr. ********* I also included a cover letter, a copy of Mr. ********* letter, and a copy of the receipt that I PAID IN FULL, out of my pocket, for the garage doors. According to Mr. ********* letter, I send the endorsed check in for their endorsement. This is why the BBB is involved, they NEVER do what they say. They want another adjustment done when the garage doors are noted on the original adjustment. They claim they didn't know anything about this, when the contractor had to send in some statement of Lien, PRIOR to the garage doors to be installed. I would like Freedom Mortgage to ONE TIME do what they say. I sent in the documents for them to endorse, now please endorse the check and send me back my money before I have to contact my own attorney. Since I paid for this, this is MY MONEY they are holding on to and I need it.

   

  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 06/27/2025

  How can the BBB decide that the business acted in Good Faith? You saw the letter that their Customer Service/Legal person sent you. In his document, he wrote that all I had to do was endorse the check and send it to them for their endorsement. IT's IN THEIR RESPONSE IN WRITING. I did exactly as instructed in the letter, I endorsed the check, and I sent it certified mail. They are in possession of the check, and they are still failing to endorse it. How can you say they're acting in good faith? The garage doors are listed on the initial adjusters report, and it's on all other reports. I want to know why they need another one when it's on all the original documentation. 

  If you feel that's them acting in good faith, then I say there's something fishy going on. If they want any documentation or anything else, then they can get it themselves. If they need the $1400 dollars that badly I guess they can just keep it, because they are in possession of all necessary paperwork. I will start seeking legal assistance for harassment by them, and for theft of money, because I did as instructed, they tricked me into signing and sending in the check, and now they're going to keep it.

  I would truly like a response from the BBB on how they acted in good faith?

• Initial Complaint

  Date:05/18/2025

  Type:Product 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 filing a formal complaint against Freedom Mortgage for mishandling a duplicate mortgage payment and failing to resolve the issue despite multiple contacts and supporting documentation.On March 16, 2025, I mistakenly submitted a second mortgage payment after not seeing the first reflected on my account. This duplicate payment included an extra $100. Upon realizing the error on March 17, I called Freedom Mortgage to cancel the second payment since it hadnt yet been withdrawn. I was told it couldnt be stopped. To avoid overdraft fees, I transferred funds to cover the payment.The duplicate payment was withdrawn on March 20. Later, I was told the extra amount had been applied to my escrow account due to a low balance, even though my escrow was paid in full in December. Then, I was told the payment had been refunded on March 25. I checked my bank account and found no such deposit. I submitted a screenshot and was told to provide a complete bank statement, which I did on April 15.Despite clear evidence that the funds were withdrawn after my deposit cleared, Freedom Mortgage closed the case again, claiming the refund was processed on March 20, contradicting their previous statement. Each closure included the same incorrect transaction summary and no resolution.This ongoing miscommunication and failure to issue a refund is unacceptable. Freedom Mortgages actions appear negligent and potentially deceptive.Desired Resolution: I request a full refund of the duplicate payment withdrawn on March 20, including the $100 overpayment, and a full explanation of the inconsistent information. I also request an internal review of their payment handling and customer service process.Sincerely, ******** *****

  Business Response

  Date: 06/06/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/16/2025

  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.

  We went under contract to sell our home in MD on January 19th through the VA loan assumption process with a qualified buyer with our mortgage company, Freedom Mortgage (FM). Each step of the process to get to closing has been met with frustration, miscommunication, and unprofessionalism. We filed 3rd party authorization paperwork with FM the first week of February. After a slow notification process by FM, we refiled the paperwork per their request on March 10. Our buyer was also unable to schedule an application interview until March 18th which was required by ** to be in person only, no option for over the phone. On April 18th we were contacted by ***** ****, loan processor, that our loan was to her desk and the following steps to finish the assumption process. Both us, the sellers, and the buyers, have swiftly provided ***** with the numerous documents requested by her for processing. Her requests for documents have been filtered out like bread crumbs causing further delay of this process when we were finally instructed by her on May 8th that her projected closing date for this loan would be about May 12th. Therefore, the title company started to put closing into motion for a closing date of May 16th that ***** was aware of. On May 15th we were informed by ** that the loan was clear to close and that ***** would notify all parties involved. I contacted ***** myself to ensure she had up to date contact information for myself as I had a new phone number. After speaking with *****, she informed me that she was still processing the loan and it had yet to go to underwriting and that it does not have the clear to close. We feel greatly mislead, frustrated, and as Veterans, greatly let down by a guarenteed benefit of the ** loan assumption ability by this company for it to have taken 15 weeks now since initiating the start this process with them and for us to still be waiting to close. It is causing great financial strain and unnecessary stress for all parties involved.

  Business Response

  Date: 06/09/2025

  Hello,

  Our records indicate/confirm you spoke to Freedom Mortgage management today, June 9th to discuss your account update and updating contact information.

  Freedom Mortgage will also respond to both of your formal complaints in writing for your review and records.  Should you have any additional questions

  or concerns at this time please contact ************.  We value your feedback and appreciate your patience as we work together to help assist you.

  Thank you

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23339176
  
  I am rejecting this response because: I did not speak with anyone on forementioned date. Your response here does not address my initial complaint. Furthermore, it is beyond unprofessional to supply your general phone number as a means for me to inquire about my complaint. My realtor and I have made countless requests via emails and phone calls to your company for support in working with your employee, ***** ****, but we have yet to hear any response until now as a result of this complaint. This is a situation that could have been handled much more professionally and it has been greatly disappointing to experience this process with your company. My resolution to my original complaint will only be satisfied by discussing this with the immediate supervisor of your loan processor, ***** ****. 
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 07/02/2025

  Hello,

  We appreciate your feedback and acknowledge there were some delays in scheduling the initial
  application telephone call with our Loan Advisor as the appropriate third-party authorization was
  not initially provided. Once we received the appropriate forms, the assuming borrower was able
  to schedule an appointment with the loan advisor and complete the application on March 18,
  2025.

  
  Over the next few weeks, our Loan Processing Team worked diligently to obtain the necessary
  documents for underwriting review. There were some delays in obtaining the necessary
  information as a Notice of Incomplete Application was sent to the assuming borrower on April
  18, 2025, and May 23, 2025. We received all requested items, and the loan was submitted to
  underwriting and final approved on May 28, 2025.

  
  We are pleased the loan closed on June 4, 2025.

  
  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

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising 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 tried to do a refi with this company that my house is financed through. Its been over four months. Nothing is being done. Theyve taken a $400 depositon an appraisal for my house and Ive had no contact about when theyre coming or anything I just want my $400 back Because theyre not gonna follow through.

  Business Response

  Date: 06/06/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/13/2025

  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 was selling my house that I had with Freedom Mortgage. This is a VA backed loan as I am a veteran. I had communicated multiple times with Freedom Mortgage to keep my account updated with the closing time frame. My closing date got pushed back due to Health Inspector finding an old well on the property. We ended up closing on April 30th. I was then worried so the next morning May 1st, I called Freedom Mortgage to see if the payment was received. I was informed that it wasn't. I voiced my concern about the payment affecting my credit score. Keep in mind I have been with Freedom Mortgage for almost 10 years and was late on only 1 payment due to my work schedule. I was then informed by the person I talked to that if I made a payment right now that it would not hit my credit score. I asked for a verification from a supervisor. She paused and then when she returned, she assured me according to the supervisor I would be ok. I have been with this company almost 10 years and this is how they treat customers. I am glad I am no longer dealing with Freedom Mortgage. What I would like is this to be removed from my Credit Report. I have the Closing Documents showing I was no longer the owner of the property on April 30th. Any help would be greatly appreciated.

  Business Response

  Date: 05/30/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/13/2025

  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.

  Freedom Mortgage failed to provide adequate notice regarding the discontinuation of automatic payments after taking over my mortgage loan. I had previously been enrolled in auto-pay and received no digital notice (email, phone, or portal) from Freedom Mortgage warning me of the change.Instead, a single paper letter was sent to a rental property where I do not reside. As a result, I missed a payment unintentionally, which has since caused a negative impact on my credit score.Upon discovery, I immediately resolved the payment. Despite multiple attempts to work with Freedom Mortgage, they have refused to remove or adjust the credit reporting. This late payment is not reflective of my credit behavior and was entirely due to their communication failure.Resolution Sought: I am requesting that Freedom Mortgage issue a goodwill adjustment and correct the inaccurate reporting to the credit bureaus. I also request that they improve their notification process to prevent similar harm to other borrowers.

  Business Response

  Date: 06/02/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/12/2025

  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.

  Mortgage account mismanagement. My credit report dropped 120 points due to an issue with Freedom Mortgage. In late march my account went into escrow analysis, but I was not notified. I called in despite the lack of notification and was told to hold off on a payment until the escrow analysis has been settled. I still went ahead and made the payment on the 7th of April despite the escrow analysis not being completed until April 11th I received a refund on the 11th for overpayment for $403.79. On May 2nd I called in and was told that I still have a balance due despite receive a refund the prior month for overpayment on my escrow. During this called my late fee was waived and also, I was told that I have until May 15th to make a final payment of $3,671.66 to settle the account. I paid $3,244.13 on the 6th of May and the remaining balance on the 9th of May to settle the account. Despite settling the account, I was notified on the 10th that my credit score has gone down by 120 points due to a missed payment. How is it possible that my credit score has cratered so much despite the fact that I have chased Freedom Mortgage to ensure that I am making timely payments on my mortgage? I would like this impact on my credit score to be reversed

  Business Response

  Date: 06/05/2025

  Please see attached as our response