Complaints

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

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  Financial Freedom Mortgage, LLC

  309 Fellowship Rd Ste 200 Mount Laurel, NJ 08054-1234

  
• 

  Financial Freedom Mortgage, LLC

  6020 Meadowridge Center Dr Ste Q Elkridge, MD 21075-7275

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: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.

  Recently sold our house, but before we did, we had a claim to fix the roof. Our insurance company sent a check and since it had the name of our mortgage company on there, we had to send it to them to sign off on. Since we have sold our house, we have not gotten the check back and the second check with be coming from our insurance company for us to have to get signed off on also. My insurance company stated that they could issue a check directly to me as long as they had something in writing from Freedom Mortgage stating that they no longer had interest in the house. Freedom Mortgage stated that it would be 14 days before they could/would send that out. Why am I having to wait to get my money since I have sold the house and they no longer have ties to it?

  

  Business Response

  Date: 07/01/2025

  This complaint was sent to the wrong company.  The client speaks about an insurance claim and Freedom Mortgage ***********.  The insurance claim and any refund check would go through the servicing company.  We do not service any loans.  Freedom Mortgage *********** services loans.  The borrower is talking about a house sold in *********  We are not licensed in ********, nor are we a servicer.  Please forward the complaint to Freedom Mortgage ***********.

• Initial Complaint

  Date:05/27/2025

  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 was considering a loan from my mortgage company. I was told I needed to put down a ****** deposit for an appraiser. What I didn't understand was that they were not just offering a loan but to refinance my entire mortgage which would change my interest rate from 2% to 6%. This was explained to me after I gave my credit card number. Within 5 min of giving my credit card number I informed them via email that I was no longer interested in a loan. I asked if my deposit would be returned. I was assured in the email that it would be returned. I have sent follow up emails and still I have not been refunded. The original correspondence was with *********** ****** NMLS #******* Corp NMLS #**** on March ******* at 11:54am.

  

  Business Response

  Date: 06/09/2025

  This complaint was sent to the wrong company.  We are Financial Freedom Mortgage, LLC.  We do not service any mortgages.  The complaint states that the borrower reached out to servicing company.  The complaint contained a loan officer and his NMLS number.  A search on the **** Consumer Access site shows that the Loan Officer works are Freedom Mortgage Corporation.  Freedom Mortgage Corporation is a large mortgage servicer.

  Please forward this complaint to Freedom Mortgage Corporation.

• Initial Complaint

  Date:02/06/2024

  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 applied for refinancing my home loan. I have given everything that is required to them. *************************** is requesting my husband's divorce decree from his previous marriage. This has nothing to do with our home or our finances. ****** who processed my loan told me that I would be refunded the fee if for any reason the loan did not go through. ******* is stating that because I won't send in the divorce decrees it is considered that I didn't complete the process. The divorce decree has the names and birth dates of my stepchildren. This is not information that I feel Freedom Mortgage needs to know or should have. I feel very violated I would like to have my refund.

  

  Business Response

  Date: 02/07/2024

  This is a complaint for Freedom Mortgage Corporation.  The complaint is coming from a borrower in ***********. The complaint clearly ****** it is against Freedom Mortgage, not Financial Freedom Mortgage, LLC.  Financial Freedom Mortgage, LLC originates first lien mortgages in ********, *******, ******** and **********. 

• Initial Complaint

  Date:02/06/2024

  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.

  Freedom mortgage sent a letter saying I had an escrow shortage of ******* and my payment would go up ****** a month or I could pay total , so I paid ******* and they still raised my payment . I contacted them to inform them of the error and was told my payment is now going up cause they think my insurance will go up next year by ****** so I contacted my insurance company and they tell me that's not true . Basically they are raising my payment for absolutely no reason except something they made up and told me there's nothing I can do about the increase . This has to be illegal . I have a contract for 30yr at a set price ****** but Freedom Mortgage said the have the right to change my monthly payment cause they think my insurance may increase but they have nothing to support the claim I pay extra every month to pay off my loan early and Freedom Mortgage is trying to increase my monthly payment without grounds to keep me from paying my loan off early so they can get the interest I'm getting rid of by paying more each month.

  

  Business Response

  Date: 02/07/2024

  This complaint is for Freedom Mortgage Corporation.  The borrower's loan servicer.  Financial Freedom Mortgage, LLC does not service any loans.  This is a servicing issue.  Financial Freedom Mortgage, LLC orginates first lien, forward mortgages in ********, *******, ******** and **********.  Please send this to the correct company.

  Customer Answer

  Date: 02/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/16/2023

  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 has been the most incompetent company I have ever done business with.I have been trying to assume my grandmother's loan since early August. From what I have learned from a Freedom Mortgage employee is that this process should take around ***** days. Well it's been nearly 180 and I have had to call and fight tooth and nail to get things going every step of the way. This has been the most incompetent team that I have ever worked with. I have requested call backs from managers and never got them. When I do get them, I get them at different times then agreed upon. I have had the same paperwork mailed to me twice instead of new paperwork and I can not get a straight answer from anyone. They provide you with an extension number to call back, but that is an internal extension number that you cant use. I feel like I am in limbo with this process and do not know where I stand. It makes no sense to have an assumption team that you can not directly contact when you need to talk to them. You have to go through ************* and even then, they will try to contact them for you but will not let you wait on hold. You literally have to get lucky that an Assumption team member is available when you call to have a chance to talk to them.I have emailed the executive team, I have been in direct contact with a supervisor from their Assumptions team and it is the same experience all the way up.Quite frankly, I want to and I am willing to move on to another loan servicer and get a loan to buy out this one, even at a higher rate because this experience has been so terrible. I am pre approved for multiple other loans and will eventually take one of those

  

  Business Response

  Date: 12/18/2023

  This complaint was sent to the wrong company.  Please forward to Freedom Mortgage Corporation as stated in the letter. This is a servicing issue.

  Financial Freedom Mortgage, LLC does not service any loans.  The property referenced in the letter is in **************.  Financial Freedom Mortgage, LLC is not licensed to do business in **************.

  Customer Answer

  Date: 12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  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 was informed several months ago that my mortgage payment would increase because of a shortage in my escrow account. I sent most of the shortage amount to them, but although I was told this would reduce my monthly payment, my payment has been increased twice. I have called three times to rectify this. The customer service representatives keep telling me that they will file the appropriate paperwork with the appropriate department (whoever that is) and the problem will be resolved. I am still waiting to see a reduction in my monthly payment like I've been promised.The most recent service representative told me that the amount was put into the escrow but it should have been appropriated for the escrow shortfall. Seriously?? It was put in the escrow account but by some sleight of hand it wasn't credited to the shortage amount?Three times I was promised that my monthly payment would be reduced, and I've yet to see that happen.

  

  Business Response

  Date: 11/13/2023

  This complaint was sent to the wrong company.  Financial Freedom Mortgage, LLC is not a servicer and does not collect any mortgage payments.  Financial Freedom Mortgage, LLC is a forward mortgage loan originator in ********, *******, ******** and **********.  Please send this complaint to the client's mortgage servicer.  Asking them for a mortgage statement will help clear this up.

  Customer Answer

  Date: 11/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/10/2023

  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 have been on the phone with your people since June. I have been promised resolution of payment to escrow shortage to get applied properly. Despite promises from each and every agent of yours I have spoken to, so far still not resolved and completely messed up. Was promised on Monday, this Monday, once again would be resolved, I was to receive a new escrow analysis after payment was to be applied properly on Monday to Escrow shortage like the receipt picture I have from June 9th shows it was to be applied. I was also PROMISED a call back today that 2 months later your company finally got their act together and did what has been promised multiple times to occur since June. Spoke to ****************** in Escalations ID ****, one of the least sympathetic and knowledgable people to date. Once again he has promised but once again I have to wait another week probably a month or a year as you never remedy the issue despite calls. I have screenshots to prove everything. Would like the escrow shortage payment per my receipt of June 9th applied appropriately as my receipt indicates. Would also like my new escrow analysis as promised for months taken Care of as multiple times promised. I would also like others to think twice before doing business with your company as your agents have no power to do what they know is right and try to do. Shouldn't be difficult to apply payments properly and follow through on promises. Billing adjustment ASAP, phone call and apology with someone who can actually ensure promises are taken care of. Two months of frustration, shouldn't be here still.Do not use Freedom Mortgage unless you are absolutely desperate and have no other options. Until I spoke with the ********************* today everyone else was friendly tried to do the right thing but undone by someone higher up and gutless to call and explain their stupidity.

  

  Business Response

  Date: 08/11/2023

  This complaint was sent to the wrong company.  The complaint is with Freedom Mortgage Corporation, the borrowers current mortgage servicer. 

  Financial Freedom Mortgage, LLC is a1st lien forward mortgage loan originator in ********, *******, ******** and **********.  We do not service any loans.

  This complaint comes from a borrower in ***** about his escrow payment issues.  This is a servicing complaint.

  Financial Freedom Mortgage, LLC and Freedom Mortgage Corp have no affiliation with eachother.

  Thank you