Business Profile

Mortgage Broker

Freedom Mortgage Corporation

Headquarters

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Complaints

This profile includes complaints for Freedom Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,197 total complaints in the last 3 years.
444 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/05/2023
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.
It started when they bought our mortgage from home point. We did not know we were in the negative for our escrow when we closed. I looked at the paperwork and there was nothing stating that. However I knew it would be short based on their calculations so I made sure we put in extra. Even after I put in extra they stated the original shortage never went down. I asked for an accounting , but they did not give a real detailed one and now they dont even have one on their website. They did however tell the *** we did not have a shortage, as stated on the ****-c (I think). I do have a copy of that as well. I would like a real forensic accounting of where the money went.
Business Response
Date: 08/28/2023
Please see attached as our response
Initial Complaint
Date:08/05/2023
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 has told me for 5.5 months that they are going to make me successor in interest. I, his widow, have provided the death certificate of **************************** a veteran with an account with ********************************************* for a VA home loan. I also provided the *** deed in my name filed Feb 12, 2023 I sent those via certified return receipt which was returned to me as received Feb21, 2023. Freedom Mortgage has failed to promptly deal with this issue. They also raised my Mortgage payment from $350.12 to $676.76 siting the need because of an insurance rate hike for **** and a slight raise in taxes. I have reduced my insurance premium with ******************* by 332 dollars a year. There should be no increase in homeowners insurance. I sent via e-mail to Freedom Mortgage's ******************** the new premium which also shows that I am the owner of our home and property. I've lived here all of 2009 to present.
Customer Answer
Date: 08/07/2023
The issue has been resolved. I have been made successor in interest and the escrow is being reviewed for adjustment.
Initial Complaint
Date:08/04/2023
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.
Dear Sir ********** refinanced our VA loan with New Day. We did receive a lower interest rate in 2021 but no additional funds.We made all payments but were advised about April of 2023 that the servicing of our loan would be handled by New Freedom Mortgage. Nothing was said about reselling the loan. But upon checking with New Day was told the loan was actually resold to Freedom Mortgage.In any event about two months ago our home was hit with a severe hail storm. After some delay with State Farm we received the first of two claim checks. At New Freedoms request, we sent the check along with some 13 pages of supporting documentation to New Freedom the date the check was received. It was sent from the **** and I personally delivered it into the hands of the mail clerk.I have spoken to several people at New Freedom and was eventually informed everything was in their hands NLT 7/24/2023. We have not received the endorsed check back so I can pay the contractor. I have been getting an endless runaround by various people who dont speak English very well and I am always told it is in the hands of the processor (who is nameless.)It is my belief that this company is deliberately slow walking this in an effort to get us to unload this low interest loan and they can get higher yielding loans.I have also contacted my **************** ****************************** and will visit his office next week on Monday to encourage congressional hearings on whether this is the business practice they are using to get rid of low yielding loans such as ours. I believe it is potentially both unethical if not illegal.As a point of reference we are fully current with our loan and are not due to make another payment until 10/1/2023. Our credit rating is also 840. I would appreciate your help in resolving this matter if possible. Perhaps they will be more receptive to you than I.Thank you,************************* ************************************************************************************* ************
Business Response
Date: 08/28/2023
Please see attached as our response
Initial Complaint
Date:08/03/2023
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.
Freedom Mortgage overpaid my property taxes to the county. All Im requesting is to receive my funds back. County needs a refund request form from Freedom Mortgage to release the refund back to them, and then they have to refund it back to me. County says there is no way around it. *** tried to work with the company and the county back and forth trying to receive my refund of $3731 for 8 months now with no results. Freedom Mortgage keeps telling me to get the refund from the county. The county will not refund it back to me. Theyll only refund back to the original payer, which is Freedom Mortgage. They should be aware of that but are unwilling to resolve this issue for months and months. All I ask is that Freedom Mortgage fill out and submit the required paperwork to the county to pursue the refund promptly and then to please refund the overpayment back to me which has been owed to me for a long time. Thank you.
Business Response
Date: 08/25/2023
Please see attached as our response
Customer Answer
Date: 08/28/2023

Complaint: 20418900

I am rejecting this response because:
The application form has the wrong address on it. I do not recognize what that address is. If the check gets mailed to that address, I will never receive it and it will be lost. Please contact Bexar County to rectify this. My mailing address should have been the same as my property address. Again, I do not know where that mailing address came from.

Sincerely,

***********************
Business Response
Date: 09/13/2023
Hello,

What address are you referring to that is wrong? Our records indicate the same address you have listed here in your complaint and matches your monthly statement and paperwork.

15239 ************
***********, ** 78233
Customer Answer
Date: 09/14/2023

Complaint: 20418900

I am rejecting this response because:

On the application for property tax refund, under property owner name, the mailing address does not say ***** Comanche Hls but a different address.
I just wanted to make sure that the check wont be sent to a wrong address. Will Bexar County send the check to that mailing address (which is not my address) and then after that, the office will send me the refund at ******************? Please clarify. Thank you.

Sincerely,

***********************
Business Response
Date: 09/24/2023
Hello,

Yes, the refund will be sent to the mailing address on file.

Thank you
Customer Answer
Date: 10/06/2023

Complaint: 20418900

I am rejecting this response because:

The mailing address shown on the application to Bexar County is an address I do not recognize. Please clarify for me what that address is. Its my understanding that the Bexar County will mail the check to that address. Once that happens, Id like to know if how the funds will be refunded back to me. Will Freedom then issue the refund to my home/mailing address, which is ******************?

Sincerely,

***********************
Business Response
Date: 10/16/2023
Hello,

The address we have listed for Bexar County Tax Collector is ****************************************************************************************
The mailing address we have listed for you is ******************************************************************
Freedom Mortgage is tracking the refund in the amount of $3,731.90 and the timeframe given to ** was by 11/30/2023. For additional questions on timeframe from the county collector you can call ************
Should you have any additional questions or concerns for Freedom Mortgage you can call ** directly at ************.

Thank you
Initial Complaint
Date:08/03/2023
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.
I have been waiting for them to reimburse me my banks fees from them taking out my mortgage payment twice. And lying to me twice about when I will receive it. Due to this happening I inquired bank fees that I had to cover for their wrong doing.
Business Response
Date: 08/27/2023
Please see attached as our response
Customer Answer
Date: 08/28/2023

Complaint: 20416992

I am rejecting this response because:that isnt even when it happened. And you have it on recorded line. Not okay I want this fixef

Sincerely,

*******************************
Business Response
Date: 09/13/2023
Hello,
Freedom Managment has reviewed the calls and e-mails. No wrongdoing was determined on Freedom Mortgage. Late fee was waived as a courtesy.

Should you have any additional questions or concerns please contact us directly at ************. A single point of contact (*******) has been assigned to your file. Our records indicate/confirm you two have recently spoken.

Thank you
Customer Answer
Date: 09/14/2023

Complaint: 20416992

I am rejecting this response because: I would love to hear all of them. Cause a spoke with several people who have me the wrong information and then a manger agrees ** waive the bank fees. So I would like all of this calls

Sincerely,

*******************************
Initial Complaint
Date:08/03/2023
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.
Freedom Mortgage tried to commit fraud by creating a 2nd mortgage without my consent and knowledge. I was NOT a Freedom Mortgage Customer. The *** ******* of ********************* in ** Government alerted me. I went to check, then wound up speaking directly with *********************************, "HE" was upset because I reported it to the ************************ with the Law Enforcement. Apparently there were multiple others found to be fraudulent. The Federal Judge fined Freedom Mortgage and he also ordered "NO CONTACT". Well, Freedom Mortgage bought my mortgage from ***** Fargo, and that's a direct violation of the Federal Judge's "NO CONTACT" order. Why would I want to be associated with a mortgage company that used my personal information to try to impose a 2nd mortgage? Really?
Business Response
Date: 08/10/2023
Hello,
Unable to locate this account or loan with the name provided. Please provide us with contact information including phone number, address and/or account reference number so we can better assist you. You can also contact Freedom Mortgage at ************ or visit us online at www.freedommortgage.com
If Freedom Mortgage recently acquired your loan from ***** Fargo please provide the Welcome Letter you should have received. This will list your contact information along with account number on the letter.

Thank you
Customer Answer
Date: 08/15/2023
They are lying, because I just provided on the complaint my loan number with them!
This is a typical canned generic response from the company. Go review all the other complaints!
Deja Vu!
Customer Answer
Date: 08/15/2023

Complaint: 20416045

I am rejecting this response because: They are lying. The complaint has the loan number. And it's the regular generic "canned" response. Go review all the other responses, same old, same old. Deja ****************************************************
Business Response
Date: 08/18/2023
Hello,
Respectfully, Freedom Mortgage disagrees with your contentions. We do not show any loan or account reference number in your complaint. Please provide. Also, no phone number or accurate address listed to attempt to retrieve your loan number for you.
You can also contact us directly at ************ with your account number for additional assistance.
********************************************* would like to assist you but need to verify your account information first.
Thank you
Customer Answer
Date: 08/24/2023

Complaint: 20416045

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:08/02/2023
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've been in contact with the Veterans Affairs to talk with someone about my loan on my house and I've also talked with my mortgage company about my pay off amount. They both had different numbers as the pay off amount and I can not figure out why none of the numbers do not match the numbers I have on my mortgage statements, I have with in the past 2 years refinanced my home and do not want to be the victim of a scam. Thank you
Business Response
Date: 08/10/2023
Please see attached as our response
Initial Complaint
Date:08/01/2023
Type:Service or Repair 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 have my mortgage with this company for the past 12 months with no problems. All of a sudden they send me a check for **** dollars claiming I had a surplus in my escrow. This is not my fault. I cashed the check and used the money to pay some bills. Now every time I call they claim they have to run a tax analysis to see what my new payment will be. My payment for august dropped to **** dollars so the customer service lady says this will be your new payment for the next 12 months going forward. So I say great. Then I talk to a guy named ***** who tells me his real name is ******* but he goes by *****?? And this is a professional bank/mortgage company??? I dont get it and still dont know what my proper mortgage payment should be. The right hand dont know what the left hand is doing and me. The client is caught in the middle. I want to know what my correct mortgage payment is. How many analysis must they do?? And I still dont have an answer. I just dont get it and when I ask for a supervisor I get bounced around from customer service to taxation to escrow. Its ridiculous. They have no idea what theyre doing or so it seems. I need help please
Business Response
Date: 08/23/2023
Please see attached as our response
Customer Answer
Date: 08/23/2023

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. Please be more diligent with your customer service. Thank you

Sincerely,

*********************
Initial Complaint
Date:08/01/2023
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.
Freedom Mortgage sold my information without my knowledge and now I am receiving phone call after phone call and it wont stop.
Business Response
Date: 08/08/2023
Hello,
Please provide additional information to help assist you with any questions or concerns. Freedom Mortgage Corporation currently services your loan. Should you have any mail or other supporting documentation that you would like Freedom Mortgage to review and assist you we will be happy to further review with you.

You can reach our *************************** at ************ or please visit us online at www.freedommortgage.com

Thank you
Initial Complaint
Date:08/01/2023
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.
My sister has mailed mortgage payment for the amount of $3,968.34 with check number **** on 7/8/23. The check was only processed on 7/31 for the amount of $3,968.34 but then another amount was also processed on the same check number of **** for $1,000. How can freedom mortgage just process another amount that is not written on the check. My sister called her bank to dispute but unfortunately they are closed. She will call her bank again tomorrow to dispute that additional $1k that was processed. We also informed our lawyer about this issue and will be in contact with freedom mortgage. I want freedom mortgage to pay that extra $1k that was pulled from the account that was not authorized on the check that written. Please talk to our lawyer Van when he calls your office tomorrow. This is unacceptable. We call that stealing when it was not authorized! If my sister goes into negative for her future bills that are in process of being withdrawn, I expect freedom mortgage to pay for that. I also expect freedom mortgage to write a letter of how this happened and how they are going to prevent this from happening in the future. I am uploading an image of the two withdrawal's that was processed with 1 check.
Business Response
Date: 08/08/2023
Hello,

Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by August 14th, 2023. The findings will be sent to you via our secure message center once the research is complete.

If you need to speak with a ************* Representative, please call Monday through Friday 8:00am - 8:00pm and Saturday 9:00am - 2:00pm Eastern time at **************

Thank you

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Freedom Mortgage Corporation is NOT a BBB Accredited Business.