Freedom Mortgage - Call Center Plano TX International Pkwy, Plano

It's been nothing but a headache since our loan was transferred to Freedom Mortgage. We keep getting letters from their Loss Mitigation Department even though our loan modification is settled. Everything on our account says current but they are reporting us to the credit bureaus as late. We catch it and give them a call. They say they'll fix it. After a few weeks I get tired of waiting for them so I report it to the bureaus and the bureaus take it off. This reporting us to the credit bureau has been an issue before our loan modification. We were always getting letters apologizing and explaining they would be working to remove the negative reports. Our credit scores never fully recover each time they falsely report us as late. The address for overnight payments was wrong for the longest. They lost several checks. We finally ready the address to them from our statements and someone finally gave us the correct address. Some of those payments are still missing after almost 2 years. We've always been half a month ahead but they can't do the math. They send out notices that we're behind even though we can see a half payment posted to suspense. Customer service tells us to disregard the notice then slap us with another default report to the credit bureaus.

This company has HORRIBLE customer service! I do not recommend this company at all! We switched over insurance companies in December to lower our mortgage payment. We have spoken to 4 service reps since then. The guy in January says "you're payment will be back down in February (it was not)" We paid the full (higher) amount for January. Come February, we spoke to a woman who gave us an amount. She told me, "the guy didn't do what he said he was gonna do, she's doing it now" She then gave me an amount, I paid her that amount over the phone, and now were heading into March payment with Freedom Mortgage calling us like we haven't paid our bill and threw a late fee on top of it. I'm fuming at this point, trying to remain polite. I spoke with a woman last night saying the February was wrong, "she will need a coaching session for our conversation" but she's sorry and I still owe $_ amount to fulfill February's payment, but they'll waive the late fee. I spoke with someone again this morning, giving them an opportunity to take the amount I was told to pay, apply it to escrow, defer February payment and be squared away, good to go, for March. You know, NEXT WEEK. I'm on the phone for ANOTHER HOUR AND A HALF just for her to get on the line and simply apologize we were told wrong so many times, she can't do what I'm asking, but she'll wave the late fee. I'm absolutely done with this company! She wants almost $200 more dollars to fulfill February. When YOUR people tell me an amount and I pay it - THAT'S ON THE COMPANY They did not try to fix ANYTHING for us OF COURSE YOU'RE GOING TO WAIVE THE LATE FEE - WE WERE NOT LATE! HORRIBLE HORRIBLE HORRIBLE NEVER USE!!!!

Freedom Mortgage paid my neighbor's property taxes out of my escrow. Not sure how a mortgage company can be so incompetent that they pay taxes on an address that is different than the mortgaged property's address. They also made this payment without confirming anything with me. Whenever I asked for information in writing so I could work with my County on fixing the issue they refused to do so. So I was forced to do "he-said, she-said" with the County. Like other comments on here, the customer service is absolutely terrible.

Horrible experience with Freedom Mortgage and would highly recommend to take your business elsewhere. The lack of communication in this company is astounding. We were attempting to refinance our home loan and after 3 months of frustration we took our business elsewhere. Our advocate Darlisha took days and at times weeks to respond to emails/voicemails. On multiple occasions I had to call customer service to see what the progress was on our loan. When she would reach out she was asking for documents that were already sent to her days prior and when talking to her she seemed confused. There is no organization. Her manager Kevin Brown never once reached out after multiple attempts were made to reach him. Stay away from this company. They don't even deserve 1 star.

I hate this mortgage company! I've been with them for about 4 years and they constantly bombard me with calls, texts, emails, and mailers about refinancing. I've asked them dozens of times to take me off their "refi offer" list and they never do. I constantly block the different numbers they call me from. If I could refinance with another company, I would actually pay more just to get rid of Freedom! They're THAT annoying! For the record, I took them up on the refi offer in 2020 and the terms were not what was promised to me, causing my principal balance to increase, and the mortgage loan officer was horribly unresponsive, to the point that if I needed something, I had to call several times and ask to speak to his supervisor.

If I could give negative stars I would. They are complete scandals. They lie and manipulate your numbers and then send you an overage charge because they hid numbers during your closing. I will never recommend using them. I will highly recommend you never fall for the lies they tell you. I am a veteran and was taken advantage of during the final closing steps. They showed me a set of numbers that we agreed on then after paperwork was signed, they transferred to a different department they can't answer why I was told what I was told because they are a different department. Please use caution when talking to them.

I’m a 100% Disabled Veteran. I was approved for $0 in property tax and submitted my paperwork to Freedom back in NOV 2021. Freedom has refused to acknowledge my 100% Disabled Veteran exemption, they still paid the full tax amount in DEC 2021. My county returned the FULL payment and they have yet to reduce my mortgage to remove taxes and they haven’t refunded me the taxes that was returned to me either. If you are a Veteran please stay away from Freedom Mortgage. I’m 100% disabled Veteran with an approved tax exemption yet I’m still paying taxes and they are refusing to refund the overpayment.

I'm so disappointed with the mortgage lender. I went into forbearance over Covid with them. During the time I ended up going through a divorce and eventually was awarded my home explicitly through my divorce decree. Well once I got out of forbearance I was ready to continue my payments but had to refinance. Everything was fine till I was required to have my ex sign some documents. I have no idea where she is nor do I have contact with her; even if I did no way she would sign. It was told I needed a Quitclaim deed to have her removed, but like I said I have no contact with her. Because I couldn't get the deed signed they refused to refinance my loan EVEN WITH a court order giving me sole rights to my home. I can SELL my home with this court order but can't refinance with them. "We're here to help you, call if you need assistance, thank you for you military service"...all fruitless statements and gestures. You're not helping me anymore, you're hurting me; and now I'm at risk of losing my home if I can't find a lender to refinance my home. Thank you Freedom Mortgage. When given help I appreciated it; now you claim to want to help but doing the exact opposite. I hope no body else suffers the same fate. I know my situation is unique, but doesn't make it less frustrating.

Freedom Mortgage is complete trash. I had a 180k loan. Been paying on it for almost 4 years. Now have an opportunity to sell with a big payoff to help my family. But not with these folks. My payoff is 170k!!!! 4 years of 1500 payments and apparently I’ve only knocked off 10k?!?!?! Once again the housing industry ready to again tank the housing market. Their Character is as trash as their company.

I would give this mortgage company 0 stars if possible. PLEASE STAY AWAY FROM THEM!! Freedom mortgage has horrible customer service and poor communication skills. They do not return phone calls or emails. I am currently trying to refinance my home loan and it has taken much longer than it should. If they can not get their selves together I will be taking my business elsewhere. I can't belive that they lack human decency and courtesy. Please save yourself all the trouble and look elsewhere.

I'm writing for my sister because she won't. She is recently widowed and is trying to refinance her home. The process started 12/6, she has sent in numerous documents and they keep asking for more and telling her they need to be recent. Well if they weren't so slow the documents would be recent. Her rep obviously took vacation in the month of Dec and Jan because she is no further along than she was on 12/6. They told her to pay this and pay that but she is on a fixed income now and is afraid of the delay she is going to ruin her credit. Awful experience to lose your spouse and now stress to pay bills monthly because they won't call her back and when they do call her back they need more documentation again. Hopefully she will stop dealing with them and find someone else to refinance her home so she can have some peace of mind and stop having to stress over them not assisting her daily.

They "misplaced" 3 months of payments during loan modification, stated I never paid and cancelled my modification which left me with a 15k bill and after many calls with their employees telling me they see my payments and that they were gonna fix my account and appeal. Their idea of fixing it was to sell my loan with the modification denial in place. My new mortgage company now says I owe the 15k. I have had multiple calls with freedom and new mortgage company with no resolution at this point. I have all the documents to prove I was compliant until they misplaced my funds and denied me for non payment. I never thought I'd be someone who got a lawyer but there is nothing else to do at this point.

I made my mortgage payment for the first time after my loan was transferred to Freedom Mortgage by my prior lender. After 1 week of it not posting to my checking account, I called Freedom Mortgage and they told me not to worry about it, it takes 3-5 business days. I went to my bank and they did not have record of this payment either. I then got a letter from Freedom Mortgage and they had my account number for my bank as my routing number. I called customer service and the lady TOLD me if you make your payment now, I can correct it since there is a law within 60 days of a mortgage transfer no delinquency can be posted. WELL then she lied to me and said, since this payment will post in November it will be outside of the 60 days timeframe. I spoke to management and he didn't help either. So now I will have a late payment on as mortgage payment because of their system computer error and they will not fix it. Both these employees were not helpful, and the first time I called I got hung up on by another employee. Also the manager told me, it doesn't matter what numbers you put into for a payment, the system will take it and then if its not right it will be returned later. As soon as I am ready I will be refinancing with a different company with better customer service. DO NOT USE THIS COMPANY, THEY ARE HORRIBLE. AND THEY MADE ME PUT 1 STAR TO GET TO POST THIS BUT REALLY THEY DESERVE NO STARS.

If you're looking to refinance your house, go to another company, not Freedom Mortgage. My experience was a nightmare! At first it was a pleasant experience, everything was going smoothly, signed the loan application etc. They asked for documents, pay stubs, W2's, 401K statements, savings account etc., we provided all of those documents. Next, they asked for more documents, letter of explanation for some property of mine and my husband’s parents, they also asked for his tax return for the last 2 years, which is very odd but we provided it. Next, they asked for my husband’s work history for the past 2 years so I provided them with a copy of his resume. They also asked for the pay stubs from his previous employer which of course isn't possible since he no longer work for the company. On top of all these requests, they also called my husband's employer asking for an estimate how much he will be making next year. All of this back and forth goes on for 1-1/2 months. Then last they asked for a Letter of explanation on why there's a discrepancy between my husband's wages on his tax return and the form that they had my husband's employer filled out. So, his employer provided the letter to them. We thought everything is getting processed. I sent them an e-mail after not hearing from anyone for a week. No response. I sent another e-mail last night and someone did respond back asking for the loan number, I provided her with that information, no response back after that. So, I decided to call their number to ask for the loan status, I was told that it was closed due to not getting all the documents that they asked for. So, even though we provided all the documents they asked for, they have decided to close the application. They didn't even bother to send an e-mail or a letter. They didn't even bother to reply back to my numerous e-mails. And to think that the only reason we went with them instead of the other company was because they’re the mortgage company for my husband’s other property that he’s renting out. So if I were you, save yourself from the headaches that we had to deal with when we went to this company.