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.

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  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:05/10/2025

  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.

  This company claims they are refunding money and checks are in the mail. but when it never arrives in the prescribed time they keep telling you to wait. They operate in the gray area of the law and use stalling tactic to string you along. Trying to resolve anything through their customer service is impossible because it is outsourced and doesnt seem like the person that is answering the call is stateside. The customer service representative has limited access and doesnt allow you to elevate the problem to speak with someone that might have more rights. This bank is scam when you call the recording talks about collecting a debt. But when you attempt to get what you are owed they refuse, they give you the run around and don't provide any assistance in resolving the issues.

  Customer Answer

  Date: 05/11/2025

  Please closed this case the issue is resolved as of today Sunday May 11, 2025. Thank you for your assistance. 

• Initial Complaint

  Date:05/08/2025

  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.

  Freedom Mortgage overpaid taxes, they then refused to try and recoup the money from the ***************************. They then have tried to extort money that they overpaid and already admitted to making a mistake. They have refused to rectify the issue with any professiolism. They have even changed their number to make it impossible to speak to a person now. My insurance payment is due through escrow soon and there is a deficit because they refuse to track down a check that was sent to core logic. I am unable to track down the check to core logic because only the escrow account holder which is freedom mortgage can speak to them. This is costing me emotional distress and costing me financial. I have even reached out to the CEO ******* ********* and he ignored the matter.

  Business Response

  Date: 06/02/2025

  Hello,

  We have received and reviewed your complaint.  Freedom Mortgage appreciates the opportunity to assist you.

  We apologize for the inconvenience and are happy to see ***** on May 14, 2025, was able to connect with you

  and further explain your escrow.  An updated escrow analysis was completed and surplus refunded to you.  In addition,

  Freedom credited $160.00 to your account.  

  Should you have any additional questions or concerns please contact us at ************ or visit us online

  anytime at **************************************************** 

  Thank you

• Initial Complaint

  Date:05/08/2025

  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 had a flood in my basement at **********************. I gave the water restoration people my insurance information. They called State Farm and they stated that the claim would be paid. I didnt receive the first check they claim they mailed the second check I received. The check was made out to myself. But then it also listed the mortgage company on the check. I attempted to deposit the check since it was for the water restoration people. The bank mailed the check back stating that it could not be cashed since the mortgage company was listed. I called the mortgage company and they stated I needed to sign up for a portal, I needed to sign the check over to them, as well as fill out documents regarding the payment. I was also advised by the mortgage company that if my mortgage was behind they would take the contractors payment. After calling the insurance company back, the insurance *** told me that there is a flag in the system for claims even if they are for personal items that the mortgage company must be listed. I asked so you mean if someone fell at my home and broke something their check would come in the mortgage companys name. She stated yes. I have never heard of this being any type of a business practice. I do not believe that I have been told accurately. If so that means the mortgage company can illegally confiscate monies that have been disbursed by insurance companies for vendors illegally.

  Business Response

  Date: 05/15/2025

  Please see attached as our response   

• Initial Complaint

  Date:05/07/2025

  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.

  At the end of March, I was notified of a $945.14 escrow shortage. I paid this in two parts: $493.12 on 4/1 and $452.02 on 4/25. These payments have not been correctly applied. On 4/25, I called and spoke with *****, who said the second payment had been incorrectly applied to my principal and she would submit a request to fix it by the next day. Nothing changed. I called again and spoke to someone named ****** or *****, who was extremely rude, claimed no record of my payments, and hung up when I asked for a supervisor.I called both of my banks, and they confirmed the payments cleared and were not returned. I called again and spoke with ****** who said the funds were applied to my current escrow as a credit. I escalated and spoke with *****, who promised it would be resolved after a new escrow analysis and said he would follow up. He didnt. After the new analysis, I was told I still owe the $493.12 I paid on 4/1.I called again and reached ****** in **********, who confirmed both payments were received. She said she would escalate the issue to a higher-up and the cash department and promised a call back by 5pm EST on 5/7. I never received the call.Ive now spent over 8 hours on the phone trying to fix this. My escrow balance is still wrong, and its as if I never paid. Ive also emailed and sent payment proof, bank statements, and screenshots through the appstill no resolution. As of today 5/7/2025 it is STILL showing I have an escrow shortage (see screenshot attached)

  Business Response

  Date: 05/31/2025

  Freedom Mortgage Corporation has received your complaint.  We are currently reviewing your complaint

  and will be contacting you with an update within 7 to 10 business days. Thank you for your business and

  we appreciate your business.  Should you have any additional questions or concerns please contact us

  at ************ or visit us online at **************************************************** 

   

  Thank you

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23300552
  
  I am rejecting this response because: 

  On March 2025, your company issued an escrow analysis stating that I owed $945, which I paid in full.
  On April 1, I paid $493.12, which was the exact amount you communicated was due after the escrow shortage was resolved.
  Despite these payments, I recently received a new escrow analysis indicating I owe an additional $904 by July 1, which appears to be incorrect and possibly duplicative.
  I have provided documented evidence, including screenshots from your own platform, that these payments were made and should have brought my account current.
  Your team continues to provide conflicting information, including multiple inconsistent monthly payment amounts, and is referencing an unrelated $452 payment as part of the resolution, which is inaccurate and misleading.
  
  
  
  Despite repeated efforts to resolve this through your customer service and escalation channels including written documentation and several phone conversations with different representatives your company continues to mischaracterize the matter as resolved without addressing the core issue. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/16/2025

  Hello,

  Our records reflect an escrow analysis was performed March *******, revealing an escrow shortage of $986.23 and resulting in an increased monthly mortgage payment in the amount of $1,942.63 effective May 1, 2025.

  
  On March 31, 2025, we received a partial escrow shortage payment in the amount $493.12, leaving a remaining escrow shortage balance for $493.11.  A scheduled escrow analysis was completed on April 10, 2025, that revealed an updated escrow shortage in amount of $452.02, with a new monthly mortgage payment of $1,898.11 effective June 1,2025.  Our records confirm receipt of your payment of $452.02 on April 25, 2025.  However,this payment was not applied towards the shortage because the April 10, 2025,escrow analysis was canceled, as the account had recently been analyzed and there was no material change that would have required a new analysis.  Therefore, the funds received in the amount of $452.02 were held, unapplied. Thereafter, the funds were applied toward the escrow shortage on May 1,2025.

  
  Per your request, on May 27, 2025, an escrow analysis was performed that revealed an escrow shortage for $904.65 and resulted in an increased monthly mortgage payment of $1,998.00 effective July 1, 2025.  The current shortage is due to the increased insurance premium amount of $3,752.00.  A copy of this escrow analysis has been provided to you for your review and records.

  Thank you

  Business Response

  Date: 06/16/2025

  Hello,

  Our records reflect an escrow analysis was performed March 26, 2025, revealing an escrow shortage of $986.23 and resulting in an increased monthly mortgage payment in the amount of $1,942.63 effective May 1, 2025.

  
  On March 31, 2025, we received a partial escrow shortage payment in the amount $493.12, leaving a remaining escrow shortage balance for $493.11.  A scheduled escrow analysis was completed on April 10, 2025, that revealed an updated escrow shortage in amount of $452.02, with a new monthly mortgage payment of $1,898.11 effective June 1, 2025.  Our records confirm receipt of your payment of $452.02 on April 25, 2025.  However, this payment was not applied towards the shortage because the April 10, 2025, escrow analysis was canceled, as the account had recently been analyzed and there was no material change that would have required a new analysis.  Therefore, the funds received in the amount of $452.02 were held, unapplied.  Thereafter, the funds were applied toward the escrow shortage on May 1, 2025.

  
  Per your request, on May 27, 2025, an escrow analysis was performed that revealed an escrow shortage for $904.65 and resulted in an increased monthly mortgage payment of $1,998.00 effective July 1, 2025.  The current shortage is due to the increased insurance premium amount of $3,752.00.  A copy of this escrow analysis has been provided to you for your review and records.

  Thank you

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23300552
  
  I am rejecting this response because:
  At no point did I request multiple escrow analyses beyond the original one conducted in March. These additional reviews were initiated by your representativesnot meand were subsequently canceled by others within your company, citing that the analyses were unnecessary. This inconsistency has caused needless confusion and disruption to my mortgage account.

  Moreover, one of your representatives informed me that repeated escrow analyses could "look like money laundering." **************** with a licensed attorney, I was assured this claim is entirely false and misleading. Making such an accusation without basis is completely inappropriate and unprofessional.

  The only tangible change I can identify is an increase in my home insurance premium. However, even this is inaccurately reflected in your documentationmy current policy shows a premium that is $505 less than what youve projected.

  I also submitted a Qualified Written Request (QWR) pursuant to the *********** Settlement Procedures Act (RESPA), 12 U.S.C. 2605(e). To date, I have not received any acknowledgment of this request. Under RESPA, you are legally obligated to acknowledge receipt of a QWR within 5 business days and provide a full response and resolution within 30 business days. You have failed to meet these requirements, which may constitute a federal violation.

  Lastly, I was scheduled to receive a follow-up call from a representative named ****** today. It is now well past the scheduled time and, as expected, I have received no communication whatsoever. This is just one more example of the ongoing disorganization and lack of accountability within your company.

  This situation has gone far beyond a simple miscommunication. It reflects a clear pattern of mismanagement and noncompliance with federal consumer protection laws. I demand a proper and complete resolution, with full transparency, without further delay.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/26/2025

  Hello,

  There is simply no truth to your false claim that Freedom has in any way mishandled your escrow account and you have not provided any evidence to support this baseless claim.  If such evidence exists, please provide it to us so that we may research this issue further.  

  Freedom Mortgage has received and responded under separate cover in writing to your allegations.  Should you wish to further discuss your escrow account and/or escrow analysis please contact us at ***********.

  Thank you

• Initial Complaint

  Date:05/07/2025

  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.

  Freedom Mortgage bought my house loan from *** financial sometime in 2024 after June. *** had already moved the house into foreclosure status before they had sold the loan to Freedom Mortgage. I tried multiple times to be sent a Deed In Lieu of application with CMG and they would just give me the run around. Once freedom mortgage purchased my loan the process restarted. I received letters saying they had purchased my loan and that we needed to call ******* the time freedom mortgage got involved. The house had been vacant for well over six months. I did the right thing and called them andtried to explain the situation that we had moved out of the state. We were no longer going to be able to make payments on the loan And that we would like to do a deed in lieu of. Again, I got no help from freedom mortgage, I then sent an email through theirchat system requesting a link to the application so that I could send them the application completed myself for the deed in lieu of. I never got a reply and my sent messages have been deleted, so there is no proof that I ever messaged them. I dont know if this is something you guys help with or not but I needed to reach out to someone because this is getting quite ridiculous. The only communication I will accept with this company going forward is through email. ********************

  Customer Answer

  Date: 05/09/2025

  So freedom mortgage emailed me yesterday. However, they are continuing to do the exact same thing. For one they are not consistently replying to one email thread, which I believe they are trying to do to cause confusion. They are also using a unsend function, after I opened their first reply, which came in a separate email after I read the response it was deleted or removed from my inbox. My wife gets my email notifications on her cell phone. She was the one that notified me about the email response and after I read the response and went back to my inbox, she herself on her cell phone will attest to the reply, being removed from my inbox. It was also rather strange that my first reply from freedom mortgage was a person telling me they would look into how to get an application instead of just sending me the application. I confronted them on this issue and I have not heard anything. I hope you guys can help me hold this company accountable. Theyre being super unethical and using tactics that would most likely confuse the average consumer.
  

  Business Response

  Date: 06/02/2025

  Hello,

  Freedom Mortgage has sent you a both an email and certified mail a copy of the paperwork needed to be reviewed for a Deed in Lieu.

  We've assigned a manager (******) who has been in communication with you.  Per the *** guidelines this paperwork must be completed.

  Once the paperwork is complete, please contact us at ************ with any questions or concerns.

  Thank you

  Customer Answer

  Date: 06/02/2025

  Before I officially hit approve, I would just like BBB to know it took the manager ****** who has been assigned to this situation four days after initially emailing me to get me a blank deed in lieu of application. May 8th first email. May 12th received application. I truly dont understand how a supposed manager at a company does not have such a document on file ready to forward to someone, and it definitely should not have taken him four days to get me the digital application. I would also like it to be known that Freedom Mortgage sent this message today to try and look like they are doing a good job, when in reality, they know that May 27 2025 a Notice of ********************* was sent to me.

• Initial Complaint

  Date:05/06/2025

  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.

  My name is ******* *********. I am a disabled veteran and am having issues with my VA loan lender. My original VA loan was transferred from AmeriHome mortgage to Freedom Mortgage Corporation in October 2025 for some reason. We talked to the *** at the time and set up everything, including what we thought was the autopay. A month goes by and we get a letter saying it was late. We call and the new *** says that they can't set up autopay, the costumer does that online. We pay and set it up on their website on our own this time. 2 months later we get a foreclosure letter everyday. I have a pile of letters from them stating they are foreclosing, and literally 1 letting us know we are late. The autopay wasn't on our account and we were late again and we received no calls before being threatened with having our home taken away. Not only that, but now my credit score took a huge hit because they are ***orting it still late, even though the due amount is $0. My wife called for some clarification, and the *** rudely said there's nothing she can do and to pay on time next time. We also brought up the fact that I received those foreclosure letters after just one late payment and she said that it was normal standards and practices to send them. If you're late multiple months maybe, but we were literally just late because we assumed that our payment was automatic. I feel like we were cheated by them making us believe the autopay was setup, and then charging me late fees. I had no issues with the previous lender, *********, or any other auto payment including our car and various streaming services. I also think there are laws protecting veterans that may also apply and I have this bad feeling my VA loan was changed/manipulated into a regular loan when they took over the account. Thank you for your time and I hope to resolve this issue promptly.

  Business Response

  Date: 05/22/2025

  Please see attached as our response   

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23293432
  
  I am rejecting this response because: the issue I've had with them is due to their lack of customer service. I've tried to apply for the online payment but it doesn't allow me to because it needs to be 15 days before your next bill or something, yet they bill you the next months payment. So you are telling me I need to pay 2 months in advance just so I can put recurring payments on my bill? I asked if they could help or possibly give a courtesy and remove the hit to my credit due to it honestly a mistake and our immediate payment when we found out. The service *** did not want to help at all, even going so far as saying that his job is to "protect the interests of freedom" and not the customers. Then when we made the ***ort to you, my wife was called by a freedom *** who ignored her and basically tried to get her to ***eat that it was all our fault. I had never received a call or even an email from Freedom until this incident and it seems like they are trying to cover their *****. All I asked was for help concerning their credit ***orting and an explanation on why I was being threatened with foreclosure including sending me packets and suggesting lawyers. Just seems like they are actively trying to to s**** us over so they can take our house.

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

  Business Response

  Date: 06/18/2025

  Hello,

  Freedom Mortgage respectfully disagrees with your contentions.  There is simply no truth to your false claim that Freedom has in any way mishandled your account and you have not provided any evidence to support this baseless claim.  If such evidence exists, please provide it to us so that we may research this issue further.

  Your monthly payments are due on the first of each month.  Should you wish to setup auto draft (ACH) payments please do so during a billing cycle of no payments due.  For example, if you do not pay your monthly payment on the first of the month and attempt to setup auto draft it will require past due and current due payment.  For more information regarding all payment options Freedom offers please call us at ************.  For best results, once you pay your monthly statement, then arrange your following statement to have auto draft.  You can also pay online or over the phone.  Please visit us at **************************************************** for additional information.

  Thank you

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service 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 want them to remove the home warranty insurance. I already have home warrant insurance with ****. I have never request for this additional insurance and I don&#**;t want or need it. I have called them several times to cancel this insurance on to be place on hold with no return call.

  Business Response

  Date: 05/27/2025

  Please see attached as our response   

• Initial Complaint

  Date:04/30/2025

  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 closed on my home through an assumption loan on 04/28/2025 and my loan was fully funded on 04/29/30. My first payment is scheduled for 05/01/2025. However, Freedom mortgage failed to disclose that the loan we were assuming had a NEGATIVE escrow balance. Nothing in our closing documents states that we would be responsible for this negative escrow balance or that it even existed. Freedom mortgage told us that our monthly mortgage payment would be $2649.66 but that was NOT the case when we went online to make our first payment we were met with a negative escrow that caused our payment to go to $3345.49. It is absolutely UNACCEPTABLE that Freedom Mortgage did not disclose this to us prior to closing! So now our escrow is $8832.48 in the negative and we have owned this home for 2 days and this was NEVER disclosed to us. Freedom Mortgage has failed their fiduciary duty to us as their borrowers and this amount should have been collected from the previous owners not us! We did not live in the home while these taxes were charged! I have been given the run around by Freedom Mortgage! I want ANSWERS. It is illegal for a lender to fail to disclose a negative escrow balance. I need a resolution.

  Business Response

  Date: 05/20/2025

  Please see attached as our response

• Initial Complaint

  Date:04/30/2025

  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.

  On April 8, 2025 we went into contract on a home purchase. The home was listed VA assumable, with freedom mortgage as the holder of the loan. The sellers had a forbearance on the loan, and before listing their home as VA assumable they were told by freedom mortgage that they would not need to clear the forbearance before selling. After being in contract for over a month we were trying to get 3rd party authorization from freedom mortgage to start the loan assumption process. They would rarely pick up the phone and it would take days before getting an email response. A supervisor finally got in contact with us, and said that they would not honor the VA assumption with a forbearance on the property. Its been over a month that weve been waiting to get approval and weve spent $1000 on getting financing in preparation for closing on the house. VA loan assumption is one of the benefits of using the VA loan and for someone with the name Freedom Mortgage, they should not be blocking service members opportunities to buy a home.

  Business Response

  Date: 05/02/2025

  Hello,

  Can you please provide us with the loan or account number?  Unable to retrieve the Assumption application with your existing address/contact info.

  We value your feedback and appreciate the opportunity to further assist you.

   

  Thank you

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23271287
  
  Loan number is 124635418
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/22/2025

  Thank you for this additional information. Freedom Mortgage has recently received 3rd party authorization to speak with your regarding the Assumption application.  

  The file is currently in processing, and you will receive additional information without 7 to 10 days.  Should you have any questions please contact us at 

  ************.

   

  Thank you

• Initial Complaint

  Date:04/30/2025

  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 May 28, 2024, almost a year ago, we suffered from damage to our property/house from a storm. We filed a claim with our insurance company (************************) that took 5 months to pay out. We received 2 initial checks from the insurance company in the amounts of $2,507.47 & $14,251.98, totaling $16,759.45. Both checks were made out to myself, my husband, and the lender (Freedom Mortgage Corp). On October 9, 2024, I reached out to the lender regarding the process of getting the checks endorsed and sent back to me so that our contractor could start the work. I was asked to register with their portal and overnight the checks and documentation to them. I did as they asked, along with an overnight label that I paid for myself to get the checks back faster. The checks were delivered to Freedom Mortgage ********************* via *** on October 25, 2024. At that time, I was informed that they would have the checks signed and sent back to me within **************************** the *** of $4,189.86 (on 12/27/24) and the 2nd in the *** of $4,189.86 (on 3/31/25). After numerous attempts, phone calls, and sending docs numerous times, we still have not received the remaining balance of $8,379.73 to pay the contractor so that he can start the work or order materials. Our house has not had any repairs done since May 2024 due them holding onto our funds with no explanation. We do not have a direct contact person to discuss our case to. It is a customer service line that takes notes in the system with no call back. I am having to call on a weekly basis with no resolutions. I am looking to possibly sell my house in the next 30 days but can't because we have to complete the insurance claim - A FULL ROOF REPLACEMENT, fence damage, window leaks and tree damage.

  Business Response

  Date: 05/16/2025

  Please see attached as our response