Freedom Mortgage Consumer Reviews - Page 3

WAYNESBORO, VIRGINIA -- This company is run by incompetent people and rude CSRs. I used my bank's bill pay to pay my mortgage and was told after the fact they would be sent a paper check. Long story short my January "check" got sent to the wrong address and by the time I found out about it I had to put a stop payment on the check and call them with my bank routing number and checking account number.

I had complained to the (CFPB) Consumer Financial Protection Bureau about this and I heard back today. They are waiving my late fee but reported me to the Credit Bureau for being late. I was told this would not happen if I paid over the phone. They lied!!! Their customer service is a freaking nightmare. Besides being rude when I asked to speak to a manager I was told she is busy with other things. Really??? My advice is to stay away unless you want to keep headaches because of serious incompetence.

DALLAS, TEXAS -- Background: Our mortgage with Community Bank of NY sold the servicing of our mortgage to Freedom Mortgage (FM), and it's been nothing but trouble.

1. Payments. We made the first payment online. Then I set up recurring payments for the future... No problem. But they never sent me confirmation.

2. First Auto-Pay deduction didn't happen! Fortunately, I caught it just before the date it was due, and I made another manual payment online. They said they had no record of my having set up recurring payments.

3. I again set up the account for 'recurring payments' with the help of a FM rep.

4. Second Auto-Pay deduction ALSO didn't happen! This time I didn't catch it until a day too late, and they charged us $96 'late fee.' Again, they said they had no record of my having set up recurring payments. So from now on, it will be single, manual payments.

5. In the discussion with the representative in (4) above, she mentioned in passing we'd soon be getting a $477 refund from our escrow account, which was overfunded. That was, it seemed, good news. But when I got home, my mail had a notice that our Flood Insurance had not been paid (from our escrow account), and the policy would lapse in 30 days if not paid. Then I understood why FM thought the escrow account was overfunded: They had not fulfilled their fiduciary responsibility to disburse the escrow funds! What unbelievable incompetence!

CALIFORNIA -- Back in October 2017, I was evaluating the option to refinance my Freedom Mortgage loan. I informed Freedom Mortgage of this and requested a payoff amount. They attempted to keep my business, but they could not match the rate that was being offered to me. Fast forward to December 2017, I receive a statement with a charge for two payoff request, or a total of sixty dollars?

I called Freedom Mortgage and was told this was now a standard fee? I asked why they didn't mention this to me. They said they did, and that they had the recording, as they record all their conversations for customer service training. Well, they could not locate any recording, including electronic correspondence, with the payoff fee being explained to me. Given this situation, I requested to have the fees removed, and they said no. I ask to speak to a supervisor, and first, they were all in a meeting, and after multiple calls, they basically said, "A supervisor will not speak to you, and the fee will not be removed. That's all I can tell you sir"...

In the end, I could tell the customer service agent I was speaking to, now the third time, was uncomfortable given that I sensed he knew my request was a very reasonable one, and pretty much standard protocol if one is not satisfied with the initial response, but not with Freedom Mortgage. Avoid this mortgage service company if you can...

We bought our house less than a year ago and Freedom Mortgage bought our account. We have an escrow account with them. So, when our property tax bill came in, we were waiting for the check. So mid-December, we called to ask where the check was so we could pay before the end of the year. They claimed it was in the mail. Then on December 27th, we call again because we still didn't have it and only have 2 more days to get our payment in!!! They said they made a mistake and WITHOUT EVEN NOTIFYING US had to fix their issue and then send out another check which they claimed was now finally in the mail. Today we finally got our escrow check. I checked the tracking and it never even left their building until 6 hours after we called yesterday!!!!!!!! In other words, they lied TWICE about it being in the mail!! We now want to refinance our loan this year just to get away from them, nothing to do with rates.

MOUNT LAUREL, NEW JERSEY -- I recently went through the process of refinancing with Freedom Mortgage. After my appraisal I heard nothing back from them. I called and left messages for a week before finally getting in touch with someone (not the agent I was working with me) who told me that the appraisal came out too low and that there was nothing they could do for me.

Fast forward to the next day I get the appraisal in the mail and there are so many errors in it including the style of the house, number of bathrooms year the house was built etc. that I decided to call them back to let them know that the appraisal was wrong and that I have my original appraisal from when I purchased the home for comparison. I left messages and sent emails. I have yet to hear anything back. Over a month of my life that I could have been working with a company that respected its customers down the drain.

MT. LAUREL, NEW JERSEY -- Freedom Mortgage is extremely untrustworthy. There are three different addresses on my monthly statement, and not a single phone number to reach anyone beyond a recording with options that do not apply to my inquiry. It is very unsettling to not be able to reach an actual human to ask questions of, and I am beginning to question whether this company even has any actual humans employed.

I may try withholding my monthly payments until somebody calls me. My inquiry was about my escrow account, and before I had exhausted their automated options, the recorded message was attempting to collect a delinquent debt from me! Not at all the situation, and I am insulted by their pathetic customer support and even more pathetic online system.

COLUMBUS, OHIO -- Steer Clear of this company. If you do business with them, be sure to ask for another loan advisor if you get Jordan **. I was taken through the wringer for 30 days, jumping through every hoop presented. Jordan said the loan was approved beside the appraisal. The appraisal came back perfect, more than expected. I was still denied, for the reason I told them I would be from day 1.

I am self employed and have started a few companies, the most recent, has seen huge growth, fueled with debt. Perfect credit, income more than sufficient. They are a joke and very misleading and unethical. Darryl **, the underwriter, didn't even have the decency to reach out, he sent an email. Just a terrible company all around.

MT LAUREL, NEW JERSEY -- I spoke with a guy named Dylan and his slimy personality was oozing through the phone line. This guy couldn't be more bothered to help me. He must not give a hoot about making money if he treats people the way he treated me. He was extremely arrogant and not very knowledgeable about the market he is licensed in.

I finally just told him it didn't seem like I was worth his time and he hung up. I tried to talk to a supervisor about his behavior but never got a callback. I would never do business with a company like this, very shady. In addition I found out that Freedom Mortgage settled a lawsuit in 2016 with the United States government with allegations of violating the False Claims Act for $113 million dollars. Steer clear of this company!

OREGON -- I got behind a few payments, but I got caught up and paid my late fees. They added 5 extra late fees. I paid these fees so I thought I can just call them. It's a glitch in their system right? WRONG!!! The customer service people are so RUDE and not willing to help or problem solve. Any time I have an issue I refuse to call anymore. I have to file a Better Business Bureau to have them even look at my account. The customer service just blames you. It's always your fault. They flat out lie to you just to not help you. I am fixing this issue then will refinance to a company with better service.

MOUNT LAUREL, NEW JERSEY -- It started out great. A consolidation refi, fast, great rates, too good to be true! Yep, that's what it was alright. 90 days into jumping many many hoops, answering all requests within 24 hours, having promises to close, then no communication. Having a scheduled close date and no communication. We had approval throughout the entire process. Our current mortgage company told them we had one missed payment back in Nov (during a hardship).

Freedom told us to pay it off immediately and it would not affect our loan. So we did that very day. They confirmed payment and all was well for another month. Then on the very last day they pulled another credit report and that late payment for the mtg showed up. They were already fully aware of it, we followed all of their requests, even writing a letter to explain why it was missed and they denied us the loan based on that one item alone! No other reason, no call from our processor after all of the time, just a letter in the mail.

We are out a lot of money for inspection and septic testing, not to mention creditors that were waiting for a payoff so they agreed not to take payment during the process. Now we are behind in everything. A TOTAL NIGHTMARE! We may have dodged a bullet though. The BBB rating has a 87% negative rating, and same holds true all across the review sites.