Business Profile

Mortgage Broker

Freedom Mortgage Corporation

Headquarters

This business is NOT BBB Accredited.

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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

1,199 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:04/12/2023
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.
I am due a refund from Escrow Balance $3,167.52. The representatives claim this check was sent out on 3/13/23; however, I never received it and it has been 30 days. Then I requested that they issue a second check to replace the first. This also was not done and it has been over two weeks. I keep getting the run around. I have called at least eight times regarding my check. i am never able to communicate with a higher level employee to discuss my issue.
Business Response
Date: 04/24/2023
Please see attached as our response
Initial Complaint
Date:04/11/2023
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.
Freedom Mortgage is probably the reason I will end up losing my home. They keep sending me statements that are never the same. They say that I owe money and I have been making my payments. The representatives that you talk to never know what is going on with my accounts because you never talk to the same person. I have been having issues since 2021 and its getting worse. Its ridiculous that a company can be so dishonest.
Business Response
Date: 05/05/2023
Please see attached as our response
Initial Complaint
Date:04/11/2023
Type:Product 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 paid off my mortgage with Freedom Mortgage Corporation (Loan Number **********) on March 27, 2023. The company confirmed that they received the payment on March 27, 2023 and that the payoff amount included interest through March 31, 2023. They also confirmed that they were charging interest on the mortgage at the rate of $17.91 per day. Since I paid off the mortgage on March 27, 2023, I am owed a refund of four days interest for a total of $71.64. I called their customer service department on March 30 to request a refund of the excess interest paid. The person I spoke to told me they did not issue refunds of interest after the mortgage payoff amount had been received.I then spoke to my real estate agent who handled the transaction. She confirmed that I was owed a refund of four days interest and that all mortgage companies refund excess interest charges after the payoff amount has been received. I then called their customer service department again and spoke to a different person who confirmed the above details of the transaction and said he would put a note in my file requesting a refund.However, I just received a letter dated April 3, 2023 from their Lien ************ (NMLS #****) stating that my account has been closed, with no mention of my request for a refund of the excess interest charged.I am requesting that Freedom Mortgage Company return the excess interest they charged in the amount of $71.64, as is standard practice with all other mortgage companies.
Business Response
Date: 04/14/2023
Please see attached as our response
Customer Answer
Date: 04/17/2023

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.

Sincerely,

*****************************
Initial Complaint
Date:04/10/2023
Type:Billing 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 reported a 30 day delinquency to the credit bureaus for February 2023. I tried to contact them about the issue but they replied with "We have verified a delinquency that was reported for February 2023, payment, and per Freedom Mortgage records it is valid. We are required by the Fair Credit Reporting Act-FCRA to report factual data." I paid my February mortgage on 2/15/2023. However, FM posted it to suspense. They did not apply the payment correctly. My mortgage is paid every month on or before the 16th of the month. They did not review my payment history. I have screenshots of my FM account payment history. How can you report a 30 day late payment that was not late. It was paid on time. FM can review all the notes from my many calls. It was verified(a rep listened to one of my calls) that one of your reps told me to pay $1458.90 in Feb 2023 after I paid the escrow shortage. I paid that. Please delete the 30 days past delinquency February 2023. I had over 800 credit score before this error. All of my bills are paid on time. You people have been paid on time and I even paid the escrow shortage. You reported a 30 day delinquency in Feb 2023 which is not factual data. Just review my payment history. Please see the attached payment history screenshots, capitalone bank statement showing 2/14/23 payment to Freedom Mortgage, and Freedom mortage account statements.
Business Response
Date: 04/20/2023
Hello,

On March 13, 2023, our *************** reapplied your February 2023 payment with an effective date of February 15, 2023. Due to the ***************s
reapplication of your payment, your credit reporting updated to reflect the payment history as current. The correction will be updated to the four National
Credit Bureaus with our March 2023 monthly credit reporting cycle. We apologize for any inconvenience this may have caused. As of the date of this
response, the account is next due for the May 1, 2023 due date.

Should you have any additional questions or concerns please contact us at ************

Thank you
Initial Complaint
Date:04/10/2023
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.
Through the years I have been dealing with issues with my mortgage through Freedom Mortgage. An issue that I am dealing with now is the fact that I decided I will be paying my own home owners to prevent my Mortgage payments from continuing to rise due to where I am on a fixed income. I paid my own homeowners insurance and the insurance company sent the declaration page stating no action was needed that I had paid the insurance. I changed homeowners insurance twice and each time they sent the money anyway after it was already taken care of by me. Now my escrow is in a negative balance of ***** and my mortgage will be increasing to ***** a month. then they sent notice to me stating that they would be getting home owners insurance for me and I would have to pay for it when I already had insurance. that's harassment. I am 63 years old and this is not benefitting the consumer. I have requested to pay my own homeowners insurance to prevent any negative balances on my escrow account. ********************** said that the reason they are not allowing me to pay my own homeowners insurance is because I had a modification at one time. that decision is up to them and they refuse to allow me to pay it. when I paid my homeowners insurance they paid it again after I had paid it in full. I am trying to do what's best for my situation to maintain my bills not just Freedom but my other responsibilities. I feel this is unfair as a consumer and also controlling. I should be able to pay my own homeowners insurance to keep my payments at a minimum where I can take care of it.
Business Response
Date: 04/25/2023
Please see attached as our response
Customer Answer
Date: 04/25/2023

Complaint: 19916967

I am rejecting this response because: the issue is still not resolved. Those letters and documentation is making it appear I lasted in homeowner insurance which I did not. I have been in my home for over 30 years and have always maintained my homeowners insurance. Even when I did change companies, I was still covered up to a month. So in some cases I was double covered in homeowners insurance. Freedom I feel is trying to cause a hardship on me as a consumer and client by keeping my homeowners insurance tied up in my escrow account instead of allowing me to pay it myself as I have been requesting. The reason you sent the letter regarding my homeowners insurance lapsing, according to my observation, is to make it appear that I have not always had insurance when I have. Freedom was not sure that I had homeowners insurance at one time because I paid it myself and ****** told them there was no action needed on their part. However they sent them a check anyway and it caused me to have a negative balance in my escrow account. Even the insurance companies feel this is ridiculous on Freedom Mortgage part to not allow me to pay my own homeowners insurance. I just paid Freedom over ***** last week giving the money back to them that they paid to homeowners insurance companies. Freedom is now telling me I owe over ***** dollars for future payments for my homeowners insurance which took my monthly payments to over ****** a month verse ****** a month. Per customer care , if I pay my own home owners insurance my monthly payments would be over ****** a month. Freedom refuse to allow me to pay my own homeowners insurance. ****** *** stated that its up to the loan company whether not they allow me to pay my own homeowners insurance. They know I will pay it so the only conclusion and reason I see for not allowing me to pay it is because it will not benefit them. The statement Freedom make on their website, looking out for the customers is not a true statement. Im sure if the *** knew how his customers are being treated he would not like it. ********************* seems like a fair and nice person. I am asking a simple request but Freedom is making a big issue out of it.

Sincerely,

***************************
Business Response
Date: 04/26/2023
Hello,

Freedom Mortgage must follow the investor guidelines. There was a gap in insurance coverage between 01/07/2023 and 01/24/2023. Multiple calls and mail were sent to you (See previous attachments). Should you have documentation showing insurance coverage during the timeframe listed above please provide and contact us at ************ for further review.

At this time, our research confirms no wrongdoing on Freedom Mortgage as we must follow the investor guidelines for your loan. We value your feedback and appreciate the opportunity to assist you.

Thank you
Initial Complaint
Date:04/09/2023
Type:Billing 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.
In June 2022, Roundpoint Mortgage, who'd owned my mortgage to this date, sold my loans to Freedom Mortgage. In the months since they took on my loan, I've found several indications of Freedom Mortgage's mismanagement and inaccurate application of my payments: - My account is flagged as Past Due/Delinquent. As I have NEVER missed a payment since I opened these loans in 2011, I'm enormously confused as to why my account is marked Past Due. - I've never had an escrow account. I pay my insurance and property taxes - which is what would necessitate an escrow account. So the charges you're assigning to me for an escrow account, seems a mistake at best, and intentionally deceptive at worst. - You are charging me late fees for payments you show as received on time. This is a shocking business practice - please provide an explanation in plain, clear English - Due to this mishandling, Freedom Mortgage is applying portions of my monthly payments for a bogus escrow account and invalid late fees, rather than attributing the amounts I've paid to the ******************** for my loan. This means you are falsely increasing the amount needed to pay-off my mortgages ____________________________________________I have an Excel spreadsheet with my extensive audit research including exact payment dates, check #s, reference IDs for e-payments, amounts of payments sent, and payments cleared data. Unfortunately, I don't see where I can attach an Excel file.
Business Response
Date: 04/18/2023
Please see attached as our response
Initial Complaint
Date:04/09/2023
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.
My wife and I bought a house and assumed the previous owner's loan through Freedom Mortgage. Going through the assumptions process there were numerous vulnerabilities in their systems for errors to occur and to our detriment, errors did occur. These were the issues:1. having to provide our basic information including contact and SSN via phone rather than website or written application 2. application then sent to ** with my wife's incorrect email address which they received via the phone call in #1. We made written correction on application 3. In email communication with Freedom Mortgage employee *********************, he sent emails to an incorrect email for my wife on 2 separate occasions. 1st occasion, the email was sent to ************************* rather than *************************** In this email, he included our sensitive information, full SSN, current and past addresses, employment, full legal names, DOB, etc without password protection. We can only assume the incorrect recipient has the same name as my wife making it very easy to steal her identity. We brought this to his attention with no acknowledgment. Now that the assumption process has been completed I have reached out to Freedom Mortgage 7+ times including email and phone trying to get in contact with a manager to...1. discuss their process and how it increases potential mistakes that we experienced.2. to have Freedom Mortgage pay for identity theft protection 3. for Freedom to acknowledge their mistakes I have talked with several employees at Freedom below management level and they are shocked at our experience and understand the significance of the mistakes made but management cannot be bothered to spend the time responding to me and my wife.I work in healthcare and there are numerous laws to protect ************ I am sure that there are similar in the financial world that Freedom has violated with this process in our case and likely numerous others due to poor procedures and negligence.
Business Response
Date: 05/02/2023
Please see attached as our response
Customer Answer
Date: 05/08/2023

Complaint: 19914121

I am rejecting this response because: see attached response.

Sincerely,

***************************
Business Response
Date: 05/16/2023
Hello,

Thank you for your letter. This will be sent over to the proper team for review and follow up. For additional questions or concerns you can contact ************ to speak with our ************* Department.

Thank you
Customer Answer
Date: 05/20/2023

Complaint: 19914121

I am rejecting this response because: this is the same blanket avoiding the issue response I have already received several times and I have not been contacted. No one at Freedom Mortgage is willing to take ownership of these issues and accountability. Thus I do not have faith that someone will actually be reaching out to me.

Sincerely,

***************************
Initial Complaint
Date:04/07/2023
Type:Billing 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.
On March 27, 2023 I sent Freedom Mortgage a message through their online portal inquiring about the whereabouts of a check that my prior insurance company mailed to Freedom Mortgage to be deposited in my escrow account with ********************************************* to pay my taxes and insurance. I provided the amount of the check and the date the check had been mailed, which was March 12, 2023. ** a message I wrote through their online portal, on or about April 4, 2023, I expressed concern and extreme dissatisfaction with Freedom Mortgage and their inability to locate the above check that had been mailed to them over three weeks ago. The check was sent from my prior insurance company and it was to be deposited in my escrow account that ********************************************* held for me. The check was mailed to the mortgagee clause on file with my prior insurance company. I received notice on the morning of April 6, 2023 of a new message in the online portal via my personal email from Freedom Mortgage. I tried to log in to my Freedom Mortgage account to view the new message in the portal, but my login credentials were not recognized by Freedom Mortgage. I tried to recall my password but my personal credentials were not recognized. I tried to recall my username and even those credentials were not recognized by the Freedom Mortgage website. Freedom Mortgage offices were closed as I attempted to call via phone. I called Freedom Mortgage on April 7, 2023 and explained the above. The Freedom Mortgage IT customer service representative (CSR) said my account had been deleted. I asked why. The IT (CSR) said it was for security. No other information was provided. I was perplexed and thought Freedom Mortgages conduct in deleting my account was highly suspect considering the recent timing of my dissatisfactory remarks. Particularly, as I had not received any communication, in any form that there was a security issue. The last time I recalled accessing my account was just Tuesday, April 4, 2023. Over the years from other businesses if there is a security threat, I receive notice. I have never in all my years had an account been deleted due to security. Furthermore, I had not received a phone call, email or text alerting me of any type of security issue from Freedom Mortgage. I asked the IT (CSR) to check the message in the portal that I could not access. He indicated it had to do with the check. Which I find interesting, that the IT (CSR) could access my account, but on my end, my account was deleted and inaccessible to me. The IT (CSR) told me I needed to create a new account. He said all of my information would still be there once I re-created my account. How could he know that my information would still be there? I initially did not think I should have to recreate my account, but I did make the attempt. I attempted to re-create my account with the IT (CSR) on the phone with me, but Freedom Mortgages website would not accept my credentials. I tried more than once and the same result, no access. I told the IT (CSR) I needed access to my account. He said he could have it up and running next week. I indicated to him that timeframe is unacceptable. I also asked him to keep a copy of the recording of the phone call and notify management. Freedom Mortgages conduct which includes, but is not limited to: deleting my account under suspicious circumstances, denying me access to my online account. I feel like ********************************************** conduct is unethical, an unfair practice and retaliatory, in my view.
Business Response
Date: 04/18/2023
Hello,

Freedom Mortgage has received the check in the amount of $1,431.24 from your insurance company and as of 04/12/2023 this amount has been posted to your escrow account.

The error message screen shot you were receiving online has been escalated for resolution. We will contact you once this has been resolved.

Should you have any additional questions or concerns please contact ** at ************. Freedom Mortgage values your feedback and appreciate the opportunity to assist.

Thank you
Customer Answer
Date: 04/18/2023

Complaint: 19910278

I am rejecting this response because:
On 4/12/23 at 1:15PM (CST) I received an email from Freedoms escalation ***** that conveyed the following:

Regarding the error message you are receiving when trying to register on FreedomMortgage.com, I was advised by our IT Department because this loan was assumed and appears on the Assumption list,you will not be able to register on our website indefinitely. The reason is that the original customers information would be visible to you and there is no workaround at this time.

I contacted a separate Freedom employee on 4/12/23 at 2:41PM (CST) by phone. I learned from this Freedom employee that a stop code had been placed on my account, which prevented me from registering online. The employee could see my account information, payment, and Assumption. She also verified that I was the only person listed on the account and since this is an assumed loan, everything was in my name.

On 4/12/23 at 3:40PM (CST) I emailed Freedoms escalation person again. Please provide access to my online account immediately, by removing the stop code on my account. I am the only one listed on the account since the Assumption, which was completed in December 2022/January 2023. I have verified this with your colleague on today's date 4/12/23. I also recall when I have logged in not seeing any other person's information, since the Assumption, other than my own

I have been without online access to my account since 4/6/23; 13 days.

Freedom Mortgage's conduct by continuing to deny me access to my own account after repeated requests is totally unacceptable, in my view. I also have in my possession multiple letters from Freedom Mortgage which assures me 24 hour access, 7 days a week access to my online account. I feel *********************** continued actions by denying me access to my online account is an unfair practice and retaliatory, in my view.

Sincerely,

*************************
Business Response
Date: 04/20/2023
Hello,

Thank you for this additional information. We have updated your account and will be contacting you via phone today with further instructions.

Thank you
Customer Answer
Date: 04/20/2023

Complaint: 19910278

I am rejecting this response because:
I followed the instructions of the escalation department by creating another email address and attempting to re-create an account multiple times, without success. I have been without access to my online account for two weeks. I first notified Freedom Mortgage about this issue on April 7, 2023. When I spoke to a customer service manager on April 20, 2023 he shared with me that they have known about the issue for "several weeks." I was also informed that it was unknown when I would have access to my online account. No official notice from Freedom was sent out to me explaining why I did not have access to my online account. ********************** has provided several different responses as to why I do not have access to my online account, such as: "security", "assumption", "glitch", "system update."

Sincerely,

*************************
Business Response
Date: 04/29/2023
Thank you for your cooperation and patience as we review/update your account. Should you have any additional questions or concerns at this time please contact us directly at ************.

Thank you
Customer Answer
Date: 05/05/2023

Complaint: 19910278

I am rejecting this response because I have been without online access to my account with ********************************************* since April 6, 2023. Since notifying Freedom around April 7, 2023 they have yet to resolve this issue. The latest communication from a Freedom Mortgage supervisor, today, is that it is unknown when the problem will be fixed by IT and it is unknown when I will have access to my online account. In my view, this is unacceptable. I was informed that it is a privacy issue. Yet, I have been told by multiple Freedom Mortgage employees that any prior borrowers' information cannot be accessed by me in my Assumed mortgage account.

Sincerely,

*************************
Business Response
Date: 05/22/2023
We have reviewed your complaint in which you expressed concerns regarding access to our website. In early 2023, Freedom Mortgage decided to restrict website access for assuming Borrowers and also prior Borrowers of assumed loans as our system could not separate the availability of data between the new and prior Borrowers. This decision was out of an abundance of caution to protect the privacy of our past and present Borrowers. We have escalated the issue to our software vendor so that we can ensure that our data is secure. However, we are dependent on our software vendor for a software enhancement and have we have not been provided with a timeline for a resolution. Therefore, we are unable to provide website access to you at this time.

We sincerely regret your frustration in this matter, and we apologize for the inconvenience. However,you may contact our ******************** at ************** Monday through Friday 8:00am to 8:00pm and Saturday 9:00am to 2:00pm Eastern Time and our **************** Representatives will be happy to assist you and answer any questions that you may have or provide account information to you.

Thank you
Customer Answer
Date: 05/23/2023

Complaint: 19910278

I am rejecting this response because, in my view, Freedom Mortgage has offered no credible evidence to support its claims that any prior borrower information is contained in my online account. Furthermore, based on a recorded phone conversation on 4/12/23 I spoke with an employee of Freedom Mortgage. In that conversation it was confirmed that only my information is contained in my online account.

Sincerely,

*************************
Initial Complaint
Date:04/06/2023
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.
This situation has impacted my life tremendously. And I keep getting pushed down by this company.In September 2018, I bought a house, financed it with ********************* made every payment on time every month, had an exceptional pay history. (And, please note, I have legit documentation to back everything up, I am telling you). In October 2021, my loan was sold to Freedom Mortgage, continued making every payment every month and still currently doing so.In February 2022, I purchased a used vehicle, my credit score was 725. I hadnt had any inquiries on my credit report since that purchase. In September 2022, I decided to make a life change, sell my current home and move. I put my house on the market, a month later, received two excellent offers! During that time period I had been visiting and researching properties where I had planned on relocating. Decided it was in my best interest to lease a home for one year, learn the area better, and then purchase.I found the perfect lease home at a reasonable price, submitted all my paperwork for my application. THEN, my life was shattered The property manager called and said all my documents had been received, and she was currently reviewing my credit report, and ask, would there be any chance of me filing bankruptcy! I said, BANKRUPTCY!!! Goodness NO! The last time I checked my credit was 7 months ago when I purchased a used vehicle and I had a wonderful score. She proceeds to tell me that I should do some investigation because my credit score was now at 543 and I had 4 black marks showing 60 days late for Freedom Mortgage and my application was denied. My heart dropped to my stomach! I have always tried extremely hard to pay my bills on time, keep my debt ratio in line with my salary and take very good care of my credit. I first thought oh no, identity theft! But after researching, calling, asking, printing, putting all my documentation together, I found out that Freedom Mortgage had doubled my escrow on my monthly payments. So as I was continuing to pay the same monthly payment, that I had been paying for three years to Home Point, NOW sending it to Freedom Mortgage, they were reporting it as I was short paying them. And I was not!!! After many controversial conversations with Freedom Mortgage, I finally said, even thou I had paid every payment every month to you guys, tell me what you say my overdue balance is, because Im gonna pay that right now and get YOUR mess cleared up, because its hurting me tremendously and then I will continue further to get it cleared up. After that, I finally got through to someone who took the time to research my account and realized, my principal was current and my escrow account was double the amount it was supposed to be. Two weeks later, I received a significant refund check in the mail from my escrow account for over payment. I never stopped making my monthly payments but I yet have gotten them to remove the four black marks off of my credit report. A month ago, I received another refund check for over payment again on my escrow. My life, my credit, my sanity has been destroyed because of them and their miscalculation on my mortgage account.I was denied the lease home as well, this month, was denied credit at the propane company for gas to my current home, I have to be a COD customer because of this. They wont admit to the mistake from my asking them. I have talked and asked til Im blue in the face, I even sent a forgiveness letter and nothing has been corrected yet on my credit report.Is there anything you all could do to help me and my situation to make them remove the black marks off my credit report? I will upload all the documents I have to prove everything I just stated above. The folder is well over an inch thick! Thank you for any help given!
Business Response
Date: 04/24/2023
Please see attached as our response
Customer Answer
Date: 04/25/2023

Complaint: 19904022

I am rejecting this response because:
The payments calculated by Freedom Mortgage were wrong and when I started contacting them, they finally corrected the payment amount and sent a refund to me because of the miscalculation on their part.
Sincerely,

*******************
Business Response
Date: 04/25/2023
Hello,

We respectfully disagree. Freedom Mortgage notified you multiple times about your payments being short and a rolling 60-day delinquency was accurate during the months in question. Once the account was caught up and current then your payment adjusted. As for during the months you made short payments the credit reporting was reported accurately.

Thank you
Initial Complaint
Date:04/06/2023
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.
On January 24, 2023 my mortgage company received a refund paid for my property taxes for ************************* of $1886.11. ************************* is 100% disabled veteran with a homestead exemption in *****. ***** county sent a bill saying I owed taxes. In the attachment the bill that I owed taxes and the update tax bill with homestead exemption with no tax owed for *************************. EPM sold my mortgage to Freedom mortgage. The refund for the property taxes went into there escrow account. I have been trying to work with the mortgage company. I attached screen shots of message from freedom mortgage. This morning I received an message saying they do not have an overage and I am not getting a refund. They said that the mortgage analysis that was done on March 7 said there is a shortage for the property insurance. They told me the shortage of $37.00 (which is around 3$ and change) will be in my monthly mortgage payment. So, I am paying for the shortage monthly and there are take the property taxes refund back from 2022. This just does not add up. Plus the lady I spoke with today from the escrow department said there was no overagesfrom taxes. My property insurance was $5,469.48 and the new insurance is $5,990.32 which is a different of $ ****** Also, taxes were split between ********************* which had an homestead exemption of 65 and old, EPM paid her portion of taxes of $3,626.42 and received a refund back from ****************************. I attached copies of the refund for *********************. I would like a full refund for the property taxes paid from 2022.
Business Response
Date: 04/14/2023
Please see attached as our response
Customer Answer
Date: 04/17/2023

Complaint: 19900395

I am rejecting this response because:

Sincerely,

*************************

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