Freedom Mortgage - Corporate Moorestown, NJ - Fishers, Indiana

Nicole F.

My loan was sold to Freedom Mortgage (their rating on Google is only 1.4 stars if that tells you anything), and so far it has been nothing but problems. Freedom Mortgage took an additional payment out of my account in one month without my consent. After I noticed two payments had been removed from my account in the same month, I tried contacting customer service on Saturday just to find out they don't have 24hr customer service help. Therefore, I was forced to wait until their customer service was available, and they have only a limited time frame for customer service help. Once I finally reached a customer service representative, it was a nightmare. When telling the representative about my issues, I was immediately met with an attitude and an annoyance. The representative informed me on their system they couldn't see two payments had been removed from my account. After some back and forth, the representative informed me that they were not able to help me and I would have to go through the app to resolve the issue. I find it ridiculous that instead of customer service helping me, they sent me to the app. After being on the phone for 45 minutes with the representative, there was no solution, and I was told to call back tomorrow.

Kevin P.

Terrible experience. My mortgage was sold to Freedom, I set up my online account, scheduled a payment, then they sold my mortgage to a different company, drafted my payment from my account, and didn't apply it to my new mortgage and 4 days after they say they returned the money to my account, it's still not there, nor can they give me any answers on it. So I have a full mortgage payment totally in limbo right now because they didn't refund me in a timely manner.

Ciara L.

I am very surprised at all of the negative reviews for Freedom Mortgage! Like many others my account was sold to them a couple of years ago but we have had 0 problems with them or the process. We even refinanced for a better rate and it all went very well.

Mike M.

LIke many others, I ended up with Freedom Mortgage through acquisition, not by choice. This is unfortunate, for me.

The most recent issue, we switched homeowners insurance. The process to manage this with Freedom Mortgage is indicative of my overall experience.

The process has been cumbersome to start, but I finally was provided a direct line ot the Insurance department to help with this process. Today, I called that number. Went through the IVR system which remarkably had an option that met exactly what I needed.

Things are looking up!

Until it dumped me right back to the general customer service queue.

So I again was given my loan number. After escaping that, I was then reminded of my most recent payment information and the amount I owed next and when. And finally after recieving that information (for roughly the 10 time in the last month) I was dropped into someone's lap who could not help me, who cheerfully transfered me the Insurance department. It took 11 minutes of my time just to get to the point were I could speak to someone who could help me. Who then told me the person I talked to should have been able to help me.

I've talked with some lovely people at Freedom Mortgage and I feel for them. The complete and total lack of actual service by their customer service department has everything to do with how poorly executed thier business is, not the people on the front lines.

The people answering the phones are set up to fail when the system is set up to send people to their totally useless website and app where you can easily find ways to pay them, but no real useful information about your account. Saving money above all else, including providing actual service. Most of our customers have no choice, so why should we care?

But, they have made it abundantly clear that they'd love to refinance my mortgage to a rate more than double what it currently is. That is when they aren't trying to get me to buy a new house beginning with our relationship roughly 9 months after we bought our house.

I get you want my money, but since I can't do anything to move my mortgage without great cost, I'm stuck with a company who doesn't communicate between departments....at all, and has the strictest "Customer's Serve Us" mentality I've ever encountered. If you are thinking about willingly using this company, I have one word for you. RUN.

And for what it's worth, if all you need to do is pay your bill and have no questions or issues or changes in homeowners insurance, etc. I wouldn't be posting here. They do get that right, mostly.

Amanda R.

Our loan was sold have problems for the past five years with this company same issues as stated almost word for word on multiple issues! Wish we could refinance somewhere else but our interest rate is too good. Do better freedom!

Michael &. B. M.

This company is a complete scam. Our mortgage was sold to them when we built our new house. We decided to do a rate reduction/refinance with them and they gave us the complete run around. They sent us the final closing numbers, we went and got our money order for closing and were told to not make our November payment due to closing. Well, the closing date arrived and they never showed up to closing… I called and they said they had a cancellation and would contact us to reschedule, they never called. I had to follow back up with a week of phone tag. Finally their closing department called me back to reschedule now telling us since we are closing so late we have to make our November payment because we didn’t close in time…mind you due to their issue of not showing up to closing. They are completely unprofessional and we will be reporting all of our emails and written documentation from them to the BBB. Please, save yourself from this company.

Lynne H.

This company does not know what the right hand is doing from the left. We had been in our home for 4 months. They had sent us a refund from our escrow account. Now we are having to make up for it. And now we are stuck with this company for how long. They also have all our info and we haven't gotten anywhere. They better not screw us over.

Dejanae M.

I can't even imagine how the customers feel as a former company employee. It's HORRIBLE. They gossip and are completely messy, from the receptionist to the employees. Every team lead is in competition with you. The director of operations never follows up with anything serious pertaining to the job. She only cares about numbers. They suffocated us with fumes in the building construction and told us to stop complaining and get back to work. There were so many people with health issues that they were still allowing people to work sick, risking the others with HIGH RISK health conditions. The upper management all are Messy besides mindy.