Freedom Mortgage
Reviews and Complaints

we started the mitigation process about a year to a year and a half ago to resolve our mortgage payments that fell behind due to loss of our jobs regaining employment with many different new employers this past year. we were told to send the necessary paperwork needed for the process only to be told papers were missing or that papers werent filled out right and we continued to send the paperwork over and over and they ended up being outdated many time until it got to the point where it is at now to where we may be loosing our house due to a sherrifs sale. they continue to tell us that papers were never received. we used several different sending options such as different fax machines different computers for email option including public library resources and cell phone and yet they still arent getting the papers from the correspondence department. this needs to be resolved so that we dont loose our house we have been doing and are still doing everything that is asked of us. u can email me back at [protected]@gmail.com

I provided documents for Freedom Mortgage underwrite only to have her ask for same documents repeatedly.

Went to IRS and pulled last 2 years taxes/W2's. Sent to Freedom Mortgage.

Underwriter wanted me to sign so she could pull taxes. Stated already sent into Freedom Mortgage. Review existing documentation.

Underwriter wanted W2's for last 2 years. Again, already sent to Freedom Mortgage IRS version. Review existing documentation.

Underwriter stated since did NOT send in W2's, must have gap in employment. Statement requesting gaps in employment for last 2 years. Provided statement showing complete employment with NO gaps. Also, sent in current W2 as it had just arrived and request underwriter explain where it might show gaps in employment. Underwriter approved loan and we were able to continue to close.

Is there a reason I kept sending documentation to Freedom Mortgage that the underwriter kept ignoring? Only to keep requesting same documentation and not read it?

I never did get an answer from the underwriter where the "gaps" in employment were located on a W2.

My mortgage company sold out to freedom mortgage. I legally had a grace period to pay my december payment later in january; which I told them on the phone. I received a default letter on january 2. It said I was 30 days past due. This is in violation of my grace period rights. I has also decimated my credit report. I request my credit report immediately be repaired and an official apology be made.

It started in late October I allied of a home mortgage with freedom mortgage I sent everything they ask for and it started from there first the person that was my contact person never called me for 3 .Weeks when she did call problem 1.was a listing off everywhere I had lived before so I sent that in
2. Was the date of birth on my husbands divers license so I got that fixed
3. They needed his birth certificate so I had to go thou that
4.Spelling of our last name because on my dl I had a E at the end and my husband didn't
5.keep in mind that I have talked to more that one person during the whole 3 and half months trying to get this loan in all I talked with 5/6 people the straw that broke this camels back when I received a email and 1/18/18 saying that my account had been closed but on the day before I tried to log in on my account and customer service told me that there was an account under that email nor name.
So I was fed up with freedom mortgage so I ask for help else were my advice to anyone wanting a mortgage loan don't use freedom mortgage

I was told I could pay my mortgage the last day of the month and was not told that December was an exception. I tried to make December's payment on 31 December online but I could not as they wanted December and January's payment. I did not have the funds to pay both payments . As I was given incorrect information I feel it was not my fault and I do not want this error to effect my credit score. I did make December's payment on 2 January when the office was reopened. I would appreciate assistance so my credit does not get dinged! My account # is [protected].
Thank you,
Jane Surner

I called Freedom Mortgage to schedule an inspection to master bathroom and bedroom that was remodeled following water damage in April of 2016.
Issue 1. rep was confused on which open claim I was calling about after approximately 30 minutes on the line she finally submitted the request for inspection. Somehow my phone number in my account was changed so the inspector could not reach me. After 1 week I called again to attempt to schedule another inspection which I was assured would be done expeditiously. The rep added information n my account that prompted all future request for an inspection to be automatically cancelled. I called back AGAIN the following week and everyone is confused spoke to a very RUDE woman in loss draft who claimed she will handle the request for an inspection I AGAIN verified with her that this was for my master bedroom and bath. Inspector shows up with the wrong paperwork...HOW DOES THIS HAPPEN? Lost Draft rep states my papers for all claims are mixed up not show how it happened but she will try again to get my inspection scheduled. In the interim I am receiving MULTIPLE letters and phone calls from Freedom Mtg asking why my inspection has not been scheduled. Requested another inspection on line to note that the online site claims I am missing a "Waiver of Lien" form and they cannot schedule an inspection...SERIOUSLY! the form is included in all of my documents that are viewed on the website, not to mention that this is a mandatory document required before releasing the check to me. The website shows the check WAS released to me almost a year ago. NO one knows what's going on, every customer rep is rude, or condescending no one takes responsibility for the million and one mistakes made that has caused almost a 3-months delay in inspection. And requesting a supervisor or manager to resolve the issue or attempt to remedy the level of incompetency is impossible.

I sold my home this week and called to find out what the pay off would be for planning purposes before closing. When I called Freedom Mortgage, I was told there would be a $30 charge for this service. This is absurd. Why would a company charge for providing this service to a customer who is already paying a mortgage and interest? I have never had a mortgage company charge for this service in the past. This mortgage company is by far the worst I have dealt with. I have an excellent credit rating and pay my bills on time. In return, I expect quality, timely customer service and not to be charged for such a minor request.

I am a single 66 year old female Vet and I live on SS. When we heard that Hurricane Harvey was going to hit us in the Houston Tx area we didn't have much time. After Harvey went thru the Cleveland Tx area, which is where my home is, I called Freedom Mortgage know that I wouldn't have the money for Sept payment. The lady told me that they were offering a deferred payment of 1 to 3 months. I told her I only needed Sept because I didn't have it. She said it was ok and she put it in the system. A few days later I checked my bank acct. and found that my sept payment was taken out and by the end of the month I had a total of 8 over draft fees. When I called Freedom mortgage back they said my Oct payment was due. I tried to tell the woman that I was told I could skip 1 month because of the hurricane. She was very rude and would not let me speak to her supervisor. Then I had made sure that my October payment was ready for them to take out of my acct. But they never took it. Instead I get a letter saying that I owe a late fee so instead of my payment being $417. they wanted $467. Since when did it become legal to charge a $50 late fee. It was not my fault that the hurricane hit and I couldn't cover sept payment. They offered to give me a grace period. It's also not my fault that they didn't take out my Oct payment But they feel they can charge me a $50 late fee. I have called them several times in the last 2 months only to be told over and over that the supervisor was busy. This is all [censor]. They put me in a hole by taking a payment after THEY said I could have a month.. then they don't take out the payment and want to charge me another $50. My acct number with them is [protected]. The only thing I will accept after all this crap is Since my over draft fees $320. for 8 over drafts They will deduct that from my November payment which will make it $137.98 for That Payment. Anything less my lawyer will contact y'all again and I'll make sure she's not so polite .

I've had my mortgage with Freedom Mortgage foe 2 years and was fine up until February when I lost my job and fell behind on my mortgage by 1 month. I immediately contacted them to inform them of my financial situation and assured them that as soon as I get back on track I'll catch up on my mortgage. I hung up believing we had an understanding, then I started receiving phnoe calls reminding me that my mortgage is past due up to 10 calls a month for the past few months. I'm livid for I'm told with every call that once we note this conversation you will receive no more calls and yet the calls continue to where I'm feeling harassed. They even called at 6:42 am telling mevthat I'm facing foreclosure and legal action if my account isn't made current and denied making the call

loan officer told me not to make a payment on freedom mortgage account
(sept./20 /2016 re-fi) he told me with only a couple of days to go that loan was not going to close and to make a payment. (loan # [protected]). I had to borrow money from my nephew and I made the payment on oct. /30 th. and I was given the loan. the next week I received a letter from freedom mortgage (after the fact) that I owed 2 payments (oct. and sept.). again I had already paid you and I was given the loan. I was upset and I called you and talked to one of your representatives and told her what had happened and that I didn't want this to affect my f. i. c. o. score. she told me (not to worry!) I asked her for a confirmation number. she said she couldn't but I would receive a letter fixing everything! I received a congratulations letter
(no confirmation number) but I trusted what she had told me. "not to
worry". I talked to a loan officer today (sunday oct. / 1 /2017 and he told me that this is holding me back from getting my loan. copies of my loan from my nephew (bobby rubio) and the congratulations letter I e-mailed you
and are in your system. I talked to another person by phone and complained about this treatment of continued punishment because of your mistake is really wrong. I don't appreciate it! I want freedom management
to release me of this in the name of justice.
thank you

On july 14th 2017 I called to discuss a bill payment authorization issue and spoke to a representative by the name of bryan his work id number is 09058
When discussing the issue at hand bryan showed no understanding of the issue and showed a complete lack of customer service and when I specifically asked for a supervisor he refused to allow me to wait for one and decided to argue with me about waiting to speak to management by far this is the worst customer experience I have ever dealt with I hope this gentleman is fired and replaced with someone who understands their role and provide great service to a paying customer.

My husband are currently selling our place that is financed by Freedom Mortgage. The home loan is a VA loan. The buyer wants to assume the mortgage, they too are also veterans. We have followed Freedom Mortgages instructions with a careful attention to detail. We cannot get a point of contact or updates as to when the loan with close. We keeping getting told the company will reach out to us. We have been several dates. We have been told we receive an email with the information. I am meticulously checking my emails several times a day. I will wait until the artificial dates they give me for answers. Freedom has yet to assign us a point of contact for the loan. We are repeatedly told they have a set of procedures they must follow. I can only guess keeping the customer in the complete dark is part of the procedures. We have pressed to talk to a supervisor in the correct department and are repeatedly told they are not available. We are told that is not how the process works. Today I talked to a supervisor is customer service, who blames they will call me back tomorrow. We will see. I have been told this before. I later learn that it can take up to 90 days to close a loan assumption. Why? You can normally get a VA loan in about 45 days. I just want to finish the sale of my old house, so I can move on with my life. The account is current. I understand the company wants to ensure the new buyer can pay the loan, but by being an assumption many of the normal VA loan requirements waived. I do not understand the problem, as long as they get their money, they should be happy.

I have been with freedom mortgage for 5 years and never had a issue. Until now I did a loan modification which everything went good. But I get a phone call stating I haven't been paying the full amount of my mortgage payment. I use my banks online bill pay. I told the lady who called me that I also checked my bank account with her on the phone. I told her I payed 995.00 March 15th you guys cashed the check. I payed 985.00 on April 2nd you guys cashed it April 6th. She was rude got a attitude with me and just kept saying call your bank. I told I would and she just said uh huh. So I called my bank and they doubled checked my payments and they were for the right amount. So I three wayed a call back to freedom mortgage and this time I got a guy who was rude as well to me and my bank. My bank asked if he had acess to the check image or number he said no..that we could mail it fax it. What kind of business is that? This is fair to me it adefects my credit and now late fees. This needs to be fixed!

This place is crap, we been trying to close on a deal since the end of Dec 16 very beginning of Jan 17. I have had to cancel furniture delivery and taking back the check to cancel my lease. They are so unorganized and have no idea how to process a VA loan. I was supposed to close the 13th of Feb and we still are doing stuff with the underwriter. Funny they have to get a whole file before sending stuff to the underwriter. I think someone dropped the ball and I keep sending the same documents over and over. I want some kind of compensation for the crap they have put me through

I all of a sudden got a $555.00 fee added to my mortgage. The fee had no description so I called and questioned. the representatives were so NASTY that they didn't even listen to my complaint. The house caught on fire last year (March 11, 2016) 4 days short of my year in the home ... while I was fighting with my insurance because they claimed they never received my payment, I had to pay to live in hotels until they got it straight, needless to say, I pay Freedom each month onetime so wasn't sure what happened to the payment. I got two months behind on my mortgage due to their mistake and they advised me that they would waive all the fees. I paid my mortgage up to date now here a year later an attorney fee (per the rep) was added. I was unable to make my payment because of these Attorney fees and if I didn't pay my mortgage was going to late. I refused to pay so the rep called me a #### because I ask to speak with a Supervisor once they advised they could take the payment but a $15.00 fee will be charged. Needless to say if I make the free payment online I had to pay the extra $555 but I could pay through them and pay the fee. Why should I pay a fee because of the lack of their communication. I wanted my mortgage paid on time but to be called a #### was unacceptable.

I will be moving my business elsewhere needless to say. Monarch bank was whom my mortgage started out with, these people are ROOFLESS and have no professionalism in their line up. This starts all the way from the top. Why would you wait 11 months to charge me for something you promised you would waive? They also sent me an Escrow check in December of 2016 so why would you send me money if I owed you?

On Jan 1, 2017 your company sent me a letter stating that you did not receive my mortgage payment which is not true. My mortgage payment is paid by the Government every month. I visited the Government pay office and I was told that my mortgage is payed out on the 1st of every month please review you records.
I have never missed a payment in paying my mortgage. I am sure that some kind of mistake has been made and this is a important I have enclosed the last 2 months of payment December 2016, January 2017. Please review this information and resolve this matter.

Coralisa Palmer
[protected]

In October I was contacted by Carrie Oliver with the option to take advantage of a streamline refinance. She explained to me that I would be charged a new mortgage insurance premium but I would be reimbursed about $1800 from my previous policy. The difference of $1000 ($2800 - $1800 = $1, 000) could be paid at closing instead of being added to the principal. With that said I agreed to the refinance. Later my closing documents were sent to me and my principal had increased about $2, 300. And my cash to closing was $7. I contacted Mishon Simmons to communicate my concern with the principal increase. I explained to her what I discussed with Carrie and she said she would share my concerns with the loan officer. I have gone through 3 loan officers and have communicated with over 7 Freedom Mortgage employees about this issue and it is still not resolved.

Two weeks ago I emailed Yoland Jolivette. We spoke about the issue over the phone and she said she would investigate and contact me in 10 minutes. It's been 1 week since she has communicated with me. I have sent 3 emails and no reply. I called the new Loan Officer Edward DeWald two weeks ago and left a message. Still no replies. Each time I speak to someone I have to start all over. The customer service I have received from employees at Freedom Mortgage is repulsive.

My desired solution is to finish my my refinance. I want to pay the difference of my mortgage insurance premium and the credit at closing. I do not wish my principal balance to increase in order to refinance. My refinance mortgage rate was 3.2% and the rate lock may have expired. I want that rate or something lower.

I have added screenshots of email exchanges about this issue. Thank you for your prompt response.

I have submitted my loss mitigation package 3 times in connection with loan number [protected]. I have been trying to work with Freedom Mortgage to sign over my home since the Spring of 2016. I listed my home for sale in February of 2016 to avoid missing payments. I continue to maintain the home although it is vacant. Each time I call [protected], I speak to a different person. Sometimes they can find my file, sometimes not. I am frequently told I have not sent in documents that I have sent in. I am asked to send documents that do not exist, such as HUD-1 statements. Although I sent the package in on time in June of 2016, I was told the time period had lapsed. (Appanently the single point of contact "Patrick" quit and no one took over my file). You have sued me for forclosure despite my numerous attempts to act in good faith amd work with you.

Although I have made numerous calls, the dates and persons I spoke to that I wrote down include:

6/14/16 - Russel
6/20/16 - Laginia
8/22/16 - Cody
9/6/16 - Patty
11/2/16 - Regina
11/7/16 - Jay
11/7/16 - Panise
11/15/17 - Italo
11/16/16 - unknown and disconnected
11/16/16 - Angela

I m writing to let you know that this company treats people horribly. I am a veteran, and they still treated me like trash. I went through a rough time losing my job, still kept my mortgage up while on un-employment, and they harassed me non-stop! When I lost my unemployment they were super nasty to me, I was laid off illegally and waiting to restart my job, not earning as much at a different one. I am also a single mom of two small kids. Do you think I wanted this to happen? Or that I had options? I mean come on? I also kept in touch and notified them, but they wouldn't leave me alone. Sometimes calling me over 20 times a day. So I pay them right away when I am back to work no problem. Turns out they didn't accept my bill pay, but never notified me or refunded my money till months later. Then I start getting phones calls and letters saying my mortgage is behind... I took care of all my bills once back to work... I provided proof of the bill pay errors, they say they lost, and never got. Also, they keep giving me different account numbers... So you have to watch them... Long story short, I pay my bills. And when I fell on hard times and could prove it, they harassed me. Plus they made an error after and wanted to freak out at me saying it was my fault when I could prove otherwise.

I'm at my wits end with these two company I made a Payment to loancare 5/2016 . Our loan had been transferred to Freedom, sometime in May not sure when. This payment was never sent. here we are 7/11 and they still don't have this payment. I have in the past 36 days sent over 4 copies of my bank statement saying I had paid and they had took the payment out. Well after getting 5 letters everyday form Freedom Mortgage., I got on the phone today with loancare. My 1st call was a little encouraging asking me to gt tracking info from the bank. I though yea I can do that. Called my bank who gave me the information and said this is all they need to find the payment. I asked t the time if they could trace it as well and was told they know(My bank) they got the payment (loan care)

Well my 2nd phone to loan care was a fringgen nightmare. !st the girl on the phone was being couched I could here whom ever telling her what to say. I had the info from the bank, but the girl being told by someone else that wasn't good enough they needed the bank to send them the info in an e mail. why I wasnt told this before I don't know. When I asked her why she couldn't trace this payment she said I couldn't take the infor from you anyway since your husband is the name on the account. Now I know my husband singed papers for them to talk to me and they had dose so for the past two years.

Now I was not nice when I told her I felt like she was given me the run around, but to be clear I asked.. You need me to call my bank and have them send you the info needed to trace this payment? She said Yes in e mail. I said Ok them and hung up.

Now bank to the back my phone went ...Once the bank found out what they had did they opened a case against Loan Care sending then an official letter stating "they have traced the payment from my account to loan care the same account that was paid from my account the last 18 months before. " the thing that is so bad is that I sent them bank statements showing the payments, they didnt have just take my word for it" I'm hoping my bank can get this fixed because I can't do anything.