Preview Review

Next Review

Freedom Mortgage Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Most Incompetent Mortgage Company I Have Ever Dealt With
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOUNT LAUREL, NEW JERSEY -- Freedom Mortgage bought our home loan in July 2016. Unfortunately, almost the entire time they have been our lender it has been a headache to deal with their lack of customer care, the lack of adequately trained employees and the lack of communication from one department to another. My current issue is that Freedom Mortgage is refusing to reimburse us for fees our bank is charging us because our account went into overdraft as a result of inadequate training of a Freedom Mortgage employee who incorrectly walked us through the process of applying an escrow check to our account.

8/15 - Received the escrow check from last mortgage company and call FM to find out how to best apply this to our loan. The customer "care" representative walked me through how to apply this online. She advised me that the escrow amount would come out on 9/1 with our regularly scheduled mortgage payment.

9/3 - Receive an email from our local bank showing an overdraft because Freedom Mortgage took out our regularly scheduled payment, the escrow payment AND an EXTRA full mortgage payment. I call to find out what happened, apparently their representative incorrectly walked me through how to apply the escrow incorrectly and it added an additional payment to be taken out. I requested that it be reversed immediately and the fees I incurred be reimbursed. FM advised it would take ONE WEEK to return over $1400 back to my account because of THEIR ERROR and I had to submit an email with proof of bank fees to another department to be reimbursed.

9/8 - Emailed other department with proof of bank fees because of their error. 9/12 - A week has passed and I check my bank account and Freedom Mortgage reversed the extra mortgage and put it back into my account BUT ON THE SAME DAY TOOK IT BACK OUT AGAIN!!!

I called and spoke with a customer "care" representative who apologized and advised "she didn't know why that happened and advised it would take ANOTHER WEEK to put it back in my account". When I told her that was unacceptable and that I wanted to speak with a supervisor she put me on hold for 5 minutes and then returned to advise me that they would expedite the reversal and it should be 2-3 days.

9/14 - The full mortgage payment was reimbursed to my account. 9/27 - I call to ask about the reimbursement for the fees that were incurred as a result of their incompetence and error. I advised I had submitted the email over 2 weeks ago. The representative said they were still doing "research" into the request and I needed to call back in two more weeks.

10/11 - I call again, because I was advised the department that I emailed will not email me back or call and Freedom Mortgage will not call me, I need to continually waste my time and call back to check in on their poorly run communication within their company. Today I was advised that in fact Freedom Mortgage will NOT be reimbursing me for the fees that occurred as a result of their lack of proper training of employees on their online process.

This lack of service is unacceptable to me. The mortgage payment took an inadequate amount of time to be put back into my account, just to be wrongly taken out AGAIN on the same day. And now Freedom Mortgage is not willing to rectify their error by paying our bank fees.

Replies
Freedom Mortgage Worst Mortgage Company Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOUNT LAUREL, NEW JERSEY -- I was a customer of Freedom Mortgage for 7 years. I never had a problem until around May of this year when they changed loan servicing companies. Their website is antiquated and they clearly have document control and communication problems within the company. The web page does not provide simple information like escrow balances. It will not accept any payments less than a full mortgage payment. I would strongly recommend that you bypass Freedom Mortgage as there are too many good companies from which to chose. My story is below.

We sold our house on 2 Sept 2016. I contacted Freedom Mortgage about 10 days prior and made sure everything was good to go and I provided the closing date. The house was closed and Freedom Mortgage was paid. In the meantime, on 1 Sept., Freedom Mortgage decided to pay the property taxes despite that not being part of the payoff. This caused the escrow to go negative. I inquired last week and was told that the payment made to the County by the closing attorney had been received. The Freedom Mortgage tax payment would be rejected back to Freedom Mortgage and all would be good. You would then refund me the difference.

Freedom now claims that I need to pay $475.88 to finish the deal. Apparently Freedom Mortgage sends tax payments via checks and it has not been returned yet. By my calculations, they owe me about $1200 because of poorly calculated payoff amount. Due to their unscrupulous business practices I do not believe them. How could it take 4 weeks to send a payment and have it returned? Regardless, I said I would pay the money and just wait for it to settle out.

Freedom Mortgage told me that if I do not pay the $475.88 they will return the $153k. It is not clear to me exactly how that would work as I no longer own the home. I offered to pay using my debit or credit card over the phone. Freedom responded that I cannot pay the money without the funds being certified. These funds are the result of the negative escrow account. Why can't we just settle out the escrow I asked? I was told that the amount goes up $20 per day for interest.

Now I know that is not true as this is a FHA loan. The interest is charged through the end of the month regardless of the day of the closing. I reminded Freedom Mortgage that they had the requested payoff amount. I am told that I must wire the money or send a certified check. How can Freedom possibly charge interest on funds that they currently have?

It is very clear to me that Freedom Mortgage is culpable for this issue and is clearly being unreasonable if not acting in bad faith. They left me on the phone for over 1 hour on hold. They clearly were in no position just to accept payment. The customer service representative was clearly not trained and I knew more about mortgages than he did. I asked for a supervisor and was put on hold for about 30 more minutes before I gave up.

Replies
Incompetence Abounds With Everyone I've Dealt With at Freedom.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MT. LAUREL, NEW JERSEY -- Our neighborhood has deteriorated over the last 3 years, so my wife and I decided to buy a home in a nicer neighborhood and turn our current home into a rental. Freedom Mortgage bought the mortgage on our current home about 6 months ago, so we figured a new mortgage with them would be an easy process. We were wrong. So very wrong.

From the beginning we have been asked several times to provide the same documents (tax returns, pay stubs, employment verification, sales contract, etc.). It seems that as the mortgage application moves from 1 step to another, it also moves from 1 department to another, WITHOUT the documents we send them. So, we have sent them the same documents 4 times, each time to be told "We don't have such and such documents, can you send it again?"

Their online document delivery/signature system doesn't work, and they can't figure out how to make it work for more than one applicant, so they shipped our application to us overnight for signatures, except they sent it to the wrong address. We got it 3 days later when a neighbor that lives a block away brought it to us, after he opened it. These are documents with our social security numbers and other personal identification information on them! Did I mention our neighborhood isn't the greatest anymore? Thanks to their mistake we now have to place a fraud alert on our credit reports.

They have refused to give us an accurate estimate of closing costs and have repeatedly told us we will have to pay items that the VA and our state do not allow lenders to charge the buyers. They are also telling us we need to pay into escrow at closing the current property tax bill, due in 2 months, that is for last year's taxes, and enough to cover taxes for this year prior to closing. It is not the buyer's responsibility to pay property taxes for a time period before they purchased the home, it is the seller's responsibility to pay the taxes for the time they owned the home.

Now, 3 days before we were scheduled to close, their agent sent an email stating we will not be able to close on time because they don't understand the documents we provided that prove our income and employment. What's hard to understand about the last 4 years' income tax returns and last 4 months' pay stubs? They now want written and signed statements from us explaining so-called discrepancies in our taxes and pay stubs. I've explained in an email that the so-called discrepancies don't exist and are a result of their mathematical errors, but they still want written and signed explanations.

I suspect this is an effort on their part to delay closing since they haven't been able to calculate actual closing costs and provide us with the Closing Disclosure that is required by law no later than 3 days prior to closing. Now, because of their incompetence and unprofessional behavior, we have to ask the seller for an extension of the sales contract, and hope the seller doesn't object, or we lose the house.

So far, everyone we have dealt with at Freedom Mortgage has demonstrated an absolute lack of knowledge, competence and professionalism. I would not recommend this company to anyone I know. In fact, I've told everyone I know to avoid this company like the plague!

Replies
Unethical Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Let me start with saying that LEGAL action needs to be taken against this company. My loan was sold to them 2 years ago and I was never once late for a payment. In early September I refinanced my home through another company. The Title company overnighted a check to Freedom Mortgage in mid-September for the purchase of my loan through the new company. I was continuously getting bills after this point from Freedom Mortgage in the email. I called to inquire on why I was still receiving bills since my home was refinanced and a check sent to them and secondly do I need to pay that month's mortgage in the meantime. I was told not to send anything, because it would confuse things with the refinance for the refinancing company. The guy that I spoke with said that their system is automatically generating the bills and to ignore them. Fast forward to 10/14/2019 I get an alert that Freedom Mortgage stated that I was 30 days late on my credit report. I immediately contact Freedom Mortgage and ask why this was done when they received a check in September. The person I spoke with told me that he doesn't show any money received and that there is nothing in their system. He told me that if he were me he would contact the people who I refinanced through. I did and fast forward, the title company tracked the payment that they overnighted in September. It was signed by Freedom Mortgage, but when they researched the check it was never cashed. The Title company did a stop payment and overnighted another payment. This time it was signed and cashed. They were both sent to the same address/department. I know, because the Title company sent me a copy of both tracking slips. My credit score plummeted over 100 points due to Freedom's Mortgage mistake. I thought at this point this should be easy to resolve with Freedom Mortgage and my credit will be repaired soon. The company that processed the refinance contacted their Freedom Mortgage contact about what happened. I was informed that Freedom Mortgage was going to contact me. I still haven't heard 1 word from them other than me calling a million times speaking to pretty much every department except for an escalations department which I was told they do not have. I now see why ; pretty much any call that they receive is probably an escalation based on the online reviews. The only department, which is still unacceptable, that tried to offer me something to do told me to email the tracking label to a customer service that was sent back in September. I then asked the time frame to look into this approach. Basically, there was no time frame. She told me that they have to go through all of their emails, so it is when they get to mine. Why am I going through all of this when due to them, I'm assuming losing the first check, my credit score has suffered tremendously. This place needs to be shut all the way down and again LEGAL action against them.

Replies
Advertisement
BEWARE!!! Freedom Mortgage Defrauding Disaster Victims and Low Income Borrowers! Had to File Bank Fraud Charges
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NATIONAL COMPANY, NEW JERSEY -- After being hit in Florida by two hurricanes in two years (Matthew '16, Irma '17), getting involved in Freedom Mortgage's (federal) disaster mitigation program was a HUGE mistake! No response after filling out copious paperwork - they say they never received. Every phone call produced a different customer "service" representative who told us something different and resulted in on-time and even over-payments being put in some kind of escrow account for which it required multiple phone calls to finally get released and applied to the mortgage - which they now said was "delinquent" You may NEVER speak with a supervisor. They are never, ever available! Bank records don't count until you finally file fraud charges with your bank.

Dealing with them when my daughter's widow's exemption kicked in turning in a nightmare as above. Every invoice and customer representative had a different amount we should pay for new monthly mortgage. flash forward to present. We suddenly receive - out of the blue - a certified delivery of a notice of foreclosure, claiming we'd not paid them since Jan 2019. Again, proof of payments doesn't matter. Bank records and proof of the payments cashed by Freedom Mortgage don't matter. Multiple phone calls don't matter. Having calculated that we've overpaid to date over $5,500 - doesn't matter! Just filed fraud charges with the bank on every payment they claim they can't find and am in praise of Wells Fargo bank at this point for taking immediate action.

Now, they say they will take a faxed copy of bank records. We'll see. BTW Wells Fargo also offered to notify the credit report companies for us of fraud committed. Just hoping lawyer we have an appointment with is not a scam but can't see us for a week. We have 20 days (now 18) to respond to the court summons and with each tick of the clock, Freedom Mortgage is adding on bogus charges and all fees for their attorney - which takes debt we must pay immediately to save our home from $7,600 on Friday - to over $11,000 by Monday. The equity in our home has gone down also by over $7,000. Tick, tick..

Meanwhile, threatened with homelessness are two children; three rescue pets; a bedridden, disabled elderly person (me); and my daughter, an injured firefighter who was widowed in 2014. We bought this home in 2016 to bring stability to this emotionally scarred family. Two hurricanes, fives surgeries between us, a flood due to a busted city pipe, ruined credit and the constant hassle of a threatening mortgage company (even when you have paid your bills!!!), and the legals fees we will incur just to prove we have paid our bills! SHAME on Freedom Mortgage!

A cursory scan of the internet will show virtually THOUSANDS of their victims - mostly veterans and working class families whom they "bank on" being unable to untangle their maze of purposeful financial confusion, or afford to hire an attorney or the total in thousands they must pay upfront, within 20 days to save their home! These are the new Robber Barons! Where are our elected officials? Where is our press?

What do laws matter if you have to be rich to afford scams by these "reputable" financial institutions? Warning, its not just this company now scamming on mortgages! Homebuyers beware! Do your homework, know your rights, log every communication and make sure you have official records that prove you have paid your bills on time. Also better tuck back a little extra for attorney retainer fees. This is the world we live in now. Sad!!!

Replies
NO Monthly or Year End Statements Received EVER! Overcharged My Account to Title Co as Kept My Money!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOUNT LAUREL, NEW JERSEY -- Freedom Mortgage IS A FAIL in EVERY DEPARTMENT! How does a company get away with this crap!! SERIOUSLY??? We sold our home literally to get rid of Freedom Mortgage! The title company we worked with was told what a MASSIVE nightmare this company is and still are... Yes still!! So From November 2015 our mortgage was transferred to Freedom Mortgage. We received 8 days notice of this change before our payment would be due.

I HAD TO CALL FREEDOM MORTGAGE TO GET INFORMATION SO I COULD MAKE MY MORTGAGE payments! I called again... STILL NOTHING..! What's up? "Hello are you ever going to be sending us any information on our mortgage?" Customer service comes back at me with "Well I guess just use your old account number with your original lender..." Wow what a joke.

DEC 2015. "How do I get my statements? Why have I not received any statements?" January 2016 Still no statements. I have been sending in my payments over and above my minimum amount due via bill pay through my bank. I'm Hopeful my money is being put toward my account? February 2016 SAME AS ABOVE... Now I'm getting a bit angry. 😡 Where are my monthly statements? Where are my tax documents? 9 calls now into Freedom Mortgage. I get the same story. They have ZERO clue of what's going on. So once again we requested our docs we have NEVER SEEN.

Customer service continues to tell me I can always view these online and print them. No I can't and I have said this for months now. I am not able to view anything on the Freedom Mortgage website let alone view or print my statements to my account. March 2016, Call after call after call NOTHING YET! NOTHING!

April 2016, SAME STORY DIFFERENT DUMMIES. May 2016, 21 calls so far!!! (21 CALLS SO FAR) NO EXAGGERATION!!! June 2016, I am completely exhausted with this moronic, incompetent idiotic company!!! July 2016 I'm completely done with this FREEDOM MORTGAGE. I have exhausted myself just trying to get what is mine. I have paid my mortgage every single month without ever being even one day late EVER...! I'm DONE. LISTED MY HOME FOR SALE!!!

August 2016 SOLD MY HOME in 12 days!!! Even accepted LESS MONEY just to be RID OF FREEDOM MORTGAGE FOREVER!!! September 15th 2016 NOTHING RECEIVED STILL... Closed escrow. Wait what? I paid Freedom Mortgage on August 29th 2016. My last house payment and yet it's not even showing up on the closing documents WHAT!!!

Title company says "Freedom Mortgage has 30 days to give you your money back or they will get in trouble..." I laughed and said, "OK we will see." You have no idea how bad this company is so it's been eight months now I still am owed money to this day from Freedom Mortgage! These IDIOTS sent my property tax money out after closing escrow and receiving the payoff!! To this day have never seen one of my statements or my tax documents that were legally due to me. I haven't seen my money.

I've even been charged fees that we already paid at closing with our Title Company that Freedom Mortgage charged them for. And yet FREEDOM MORTGAGE, yes... Freedom Mortgage charged us for...! GIVE ME MY MONEY YOU OWE ME WITH INTEREST!! Give me my documents you owe me!! I'm sure an AUDIT would find... What THIEVES FREEDOM MORTGAGE REALLY IS!!! Total & Complete Incompetence of this company is PATHETIC! I will now be hiring an attorney to get my money!!!

Replies
Run Away! Run Away!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

POST FALLS, IDAHO -- At first things were going smoothly, then once I was given a young lady as my 'Customer Advocant' everything tanked from there. She made several appointments for over the phone calls with me and never made a single one on time, by on time I mean not a call that day entirely not just in the time-frame. After the 4th appointment she didn't make, she stopped scheduling them. I never even received an email (that would take only a single minute to send, saying she couldn't make our scheduled call that day.) There were times I wouldn't hear back from her for over a week, even now I have sent 2 emails to her asking her a question, the first email was sent on the 19th of Nov and it is now the 29th.

I was trying to get my ex-wife removed from the mortgage with this refinance and she wanted all the contact information before she would call to schedule a time to meet with a notary. This information took almost 4 days to get from my 'Customer Advocant.' I had contacted her supervisor about the utter lack of communication from my CA, and things got better afterward for about 2 weeks, up until I was to sign for the closing.

In her last email she stated that a wire transfer would take 3 business days to process and send out. Once again, I signed the closing paperwork on the 19th of November and it is now the 29th and still nothing. Excluding Thanksgiving that is 7 business days. I contacted C | Escrow Assistant | Alliance Title & Escrow Corp. who sent me an email telling me she has all the information she needed for the wiring transfer to ask how long it would be before I received the transfer, this was on Tues Nov 26th. She had forwarded my email to a lady named H to answer my question and all she said was that she would be sending it out "shortly." Is 'shortly' a week, a month, a few days, the next day, next year? Sigh.. this has been as frustrating a thing to deal with as when I had to divorce my ex-wife.

On Wed the 27th I even received a check to send off to my bank to pay off my truck. They can send a check in the mail and get it to me DAYS faster than a simple WIRE TRANSFER.... I will never ever use Freedom Mortgage ever again and I will be telling everyone I know how ** this experience has been and to get away as fast as they can from this company. This has been going on for well over 2 months now when it should have taken half as long.

Replies
Sent me a bill with their incorrect payment address, then reported me as being delinquent when my checks were returned
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW JERSEY, ILLINOIS -- I'm a disabled veteran with anxiety issues. My bills have to be paid out of a single place for the world to make sense to me. I am well aware of how irrational that is. But, due to immobilizing anxiety, that is the only way we've found to make my brain work with the current state of injury.

Freedom Mortgage purchased my mortgage from PHH. I've never been late on a payment. But, Freedom Mortgage sent me a statement asking that I send my payment to an incorrect address. My payments were sent. But, they we're not received. The reason my payments were not received is... because Freedom Mortgage gave me the wrong address to where payments should be sent.Sounds pretty straight forward.

Have called Freedom Mortgage multiple times, and have taken many phone calls from them to try and figure out why payments were not being received. Finally, after receiving the returned checks that were sent by Chase Bank, a Freedom Mortgage employee noticed an error with the ZIP code where Freedom Mortgage had me sending the payments. The ZIP code was corrected on my Chase bank account, and payments started being received as soon as the money was redeposited into my Chase Bank account.

I've had multiple conversations with Freedom Mortgage associates while this ordeal was going on. There have been notes made at every juncture explaining what was happening. And, we've even sent over bank statements showing payments and the deposit of the returned checks. One of the Freedom Mortgage associates even contacted Chase Bank while I was on the phone with her. She was able to get confirmation that the payments were made, yet I was still reported to the credit bureaus as being delinquent on my payments.

If I'm being penalized for not sending my payments in a timely manner... It's difficult to understand why I would be punished for a mistake on my bill that was put there by Freedom Mortgage. If I'm being penalized for being a disabled veteran, since paying my bills in other ways triggers and makes it difficult to manage anxiety... Well, that's illegal.... Right?

Replies
Advertisement
Horrible Online System and Communication
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

STAFFORD, VIRGINIA -- Was recently transferred to Freedom Mortgage from a servicing company that I loved. They had an online payment system, I had auto withdrawal and never had to worry. So when I moved to Freedom Mortgage I was a bit sad but whatever, I'll just set up autopay again and "set it and forget it", right? Wrong! I have been trying to set up auto pay since I've been a client with them (going on 3 months).

Called to pay the first month and my account wasn't over to their offices so told me to call back towards middle of month (and I did, paid over the phone and got my new account number). Immediately went online afterwards and set up an auto withdrawal. The website is incredibly useless and CHEAP. They are running on some very basic model that has no real interactivity (no chat, no help, no easy way to set up anything or get a quick answer). So I set up the auto withdrawal online after looking around trying to figure out the site.

Next month comes, no money withdrawn. I go into the website and it isn't showing paid for the pending auto withdrawal... it's gibberish, dates that say (01/01/0000). When is it active? What is the holdup? So I email about the auto withdrawal. I get a message that I will receive a LETTER in the mail in response to my question? Not an email... an actual snail mail letter! Then I get the letter a week later that says give them up to 30 DAYS to respond to my question? RIDICULOUS!

But during this time I get 3 calls from Freedom saying they've reviewed my account and I can refinance! They've left messages, sent letters, etc. I can't imagine how much they are spending on mail if this is how they do business! Everything is run by technology, phones and apps. This is very inconvenient for homeowners that have grown accustomed to not having to call in for simple questions or account updates, or can check their payments via app or online easily.

So I guess I'll need to call in and see about the auto withdrawal for next month because by the time I get a response to my email on what's going on with my auto draft... the next payment will be due. I've never been with a mortgage company this backwards. This is not a good sign. I wonder how I can get my account transferred to another company???

Replies
Refinance
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ARIZONA -- My husband is a Service Connected Disabled Veteran. He chose to refinance and began the process with Freedom Mortgage. Joe ** was his first contact. I carry a Durable General Power of Attorney for my husband. So he requested that I step in due to the stresses that he was dealing with regarding this company and the refinance. Now mind you that I have been a Disability Advocate for 25 yrs. To which I dealt extensively with mental health issues. In order to accomplish my jobs appropriately, I had to learn extreme patience.

Since I have taken over the completion of this refinance, I can honestly say this company cares less about their customers. They have had us send “extremely personal information” to them. Only to find that the information was sent directly to a personal phone of the agent. This information was also sent via reply e-mail and/or faxing. Only to be told that they didn't receive it. The people that they call a team. Well they are a team of miscommunications, rude, blame placing and dishonesty. I have spoken to each person in the team. Only to be treated rudely and down too.

This refinance started in August and here is November. Now we are told that the manager is going through documents to see what else they need. We have given everything to them. Most in double or triple. Due to the fact that they stated that they didn't receive. Yesterday Christine was complaining that they had numerous duplicates. Hmm how did they have duplicates? They said that they didn't receive the other documents. The online portion of the company is a joke. Beth told me that they don't use the online accounts. She also stated that she was not trained how to use and/or help clients.

I signed on got an account and was able to upload one (1) item. My Termite Inspection. Guess what they kept having me send. Yep Termite Inspection! Sent that Inspection by message, reply email, and fax. Only when I got stern and asked why is this client sending documents to a street phone and where is this private information going. Did Christine find the document sent to the phone!

The only thing online that I can see is that the loan is sent to underwriting. If I try to go any further I get, ”You entered the wrong email format, then I put the email format and it says, you have entered the wrong username format!” This Veteran has been placed into an extremely unnecessary stressful situation. FREEDOM MORTGAGE does not care about their customers. In fact it is my opinion, “Freedom Mortgage” is abusive to their clients!

Replies
Top of Page | Next Page >

Freedom Mortgage Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 50 ratings and
54 reviews & complaints.
Contact Information:
Freedom Mortgage
907 Pleasant Valley Avenue, Suite 3
Mount Laurel, NJ 08054
800-847-9937 (ph)
www.freedommortgage.com
Compare General Finance Companies