Freedom Mortgage - Call Center Plano TX International Pkwy, Plano

Freedom Mortgage - Call Center Plano TX Reviews

• B

  B Shipley
  1

  I can not recommend this mortgage company. We are trying to sell our home so that freedom mortgage gets paid along with us, however freedom mortgage will not give us or more importantly the title company taking care of the closing a payoff. How can we sell our home without a payoff. They said it will take 2 weeks to get it, we close in 7 days. It has been nothing but a hassle when we tried to contact them. They lost paperwork several times before stating they never received it, when in fact they did receive it. Stay away from this company and save yourself the stress with dealing with them.

  Response from the owner

  Shipley, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!

• A

  Abby Lambert
  1

  This has been the most frustrating company I’ve ever worked with. I was supposed to close on June 23rd and it’s 12 weeks past my closing with no end in sight. They went back and forth with me on needing an appraisal for months even after emailing proof that the person I had talked to said there was a waiver signed and no need to do an appraisal due to the pandemic. I was not against having one mind you, but had no way to get in contact with an appraiser or schedule an appointment. After multiple email attempts and calls stating I had not been contacted in regards to scheduling an appraisal, they continued to tell me they had all the information they needed from me and everything looked good then would call me the next week stating I hadn’t gotten the appraisal done. I had to resign several documents saying they needed to extend the date of closing because they hadn’t gotten the information they needed from me when I had given them everything they asked for and signed every document sent. After enough calls I finally got someone new on my account, got my appraisal done and the report back. After hearing nothing back for several days they sent me a document that I needed to consent to them pulling my credit report again. Ridiculous. Don’t use this company if you plan on closing in a reasonable amount of time.

  Response from the owner

  Hi Abby, we are really sorry to hear about your experience thus far and really would like to help. Would you please email us at [email protected] along with your loan number, property address, and additional details about the situation and I would be happy to assist you further there?

• L

  Latonya Sneed
  1

  Freedom Mortgage has been more like Hostage Mortgage for us. We have been in good standing with them and have never missed a mortgage payment. They made a mistake with our escrow account and paid our taxes late, then tried to cover it up. We have been asking for someone to review our escrow account and explain the many discrepancies we have found. No one will help us. In the meantime, they won't allow us to pay our mortgage, and our credit scores have dropped significantly.

  Response from the owner

  Latonya, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!

• L

  Leeuhh GT350
  1

  I would never recommend or willingly do business with this company. My mortgage was sold to this company less than a year ago. I wanted to give them the benefit of the doubt and proceed with a refinance given current market conditions. After beginning the process the "customer advocate" stopped responding to my questions the moment she hung up the phone to introduce herself. After over a week of asking the customer advocate and various other team members (including a loan officer and a VP of sales) to respond - or at least acknowledge they've received the question - I got a single response from one of the numerous people involved that had two very curt sentences, simply telling me to wait longer. Wait we did, only to again get ignored. I didn't get a single response or call back until I formally withdrew our application for refinance and advised that I will immediately be taking steps to get my current loan out of their portfolio. Do not do business with this company.

  Response from the owner

  Leeuhh, thank you for taking the time to share this feedback with us. We are disappointed to hear that you are not happy with the customer service we've provided. Please give us the opportunity to turn your experience around. So we can understand more about what happened, please send an email to [email protected]. Please be sure to include your name, property address, and contact information. We will reach out to you shortly to help resolve this.

• S

  Sandra W
  1

  Seriously the worst customer service from everyone we have had an interaction with in the refinance process we are currently trying to get through. We can't get Chris A who started the process for us, or his boss, or anyone else to call us back or to get the current issues resolved and we are within a short time of the closing date!! I would like someone higher up such as a Vice president or someone even higher to contact us. I'm probably wasting my time even hoping for that. If we can't get it resolved we will contact the Better Business Bureau, the VA and the consumer advocate agency for assistance.

  Response from the owner

  Sandra, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!

• M

  Monique Rubio
  1

  This is the WORST mortgage lender/company to work with. My loan was transferred/sold to them last year. I received numerous phone calls about reducing my interest rate with FHA streamline. I accepted the possibility of that happening. After 4 months of countless phone calls back and forth (they kept “ missing information that I did not send”) I finally withdrew my loan due to complete incompetence. Fast forward to today… I received a cancellation notice from my mortgage insurance carrier due to NON PAYMENT. I pay freedom mortgage every month on time and they didn’t send the payment. The pure incompetency of these people is completely astounding.

  Response from the owner

  Monique, thank you for taking the time to share this feedback with us. We are disappointed to hear that you are not happy with the customer service we've provided. Please give us the opportunity to turn your experience around. So we can understand more about what happened, please send an email to [email protected]. Please be sure to include your name, property address, and contact information. We will reach out to you shortly to help resolve this.

• A

  Ad Fagbola
  1

  Reading these reviews now makes me wish I had read it before refinancing with Freedom Mortgage. The same dry response to everyone's complaint is just preposterous. I understand there is no way they can tell who it is but come on this has been happening for how long now and it's still the same?? Talk about growth and improvement, this feels like Freedom Mortgage does not care about how their (potential) customers feel. My situation while not unique happened 9 months ago. They acquired my mortgage from another mortgage provider and offered me an opportunity to refinance to get a lower rate. There started the issues, each customer representative or agent I was transferred to about the issues I had gave me completely different information, what are the odds of that. Via email and phone call, not one person from that company gave me even similar information. First, I did not need to pay a closing cost and the next I was told I had to because the closing date had to be rescheduled which someone forgot to reschedule because I was given a date and was talking to the notary public only for him to apologize that someone did not reschedule it and we were twisting in the wind for a month with phone calls and emails just to schedule a new closing date and find out if I would be paying a closing cost or not. You would think anyone can find that out and just let me know but no one called back and I had to keep sending emails and calling as many people as I could reach at Freedom Mortgage, from my loan originator to the mortgage team and it was just frustrating. Finally scheduled and the notary public showed up and by some miracle my name was not on the loan anymore, only my wife's. At this point I was just not willing to start over, get bounced around, not know what next, get way too many conflicting information and I just reviewed the documents and had her sign. Sincerely, I was so frustrated throughout that period and just stumbling on these reviews now makes me want to run from them. Just disappointing from a business that size with 30 years experience. Freedom Mortgage, you need to do better; much better.

  Response from the owner

  We're very sorry to hear that your experience has not been positive. So that we can correct this and better help you through this process, please send an email to [email protected]. Please be sure to include your name, property address, and contact information. Once we receive your information, a dedicated Customer Advocate will reach out to help resolve your concerns and make this a much better experience.

• J

  Justin Brown
  1

  I have had the worst experience with Freedom Mortgage. If you need any documents, be prepared to wait. I was told my request was "expedited" and that I would receive the requested document in 24 hours. 24 hours later I still did not have the requested document so I called again. I was told that it was being "expedited" and that I would receive it by the end of the day. I did not receive the requested document by the end of the day. 48 hours from my original request, I receive an email with the wrong document so I called again. I was told that my request would be "expedited" yet again but I would have to wait another 24 hours to receive the correct document. Why this process takes so long is beyond me and completely unacceptable. If it is going to take so long to receive requested documents then the customer service needs to stop giving the false pretense that orders are being "expedited".

  Response from the owner

  Justine, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!

• B

  Brandon
  1

  This has been one the worst refinance experiences ever!!! I call and call again but no one seems to be able to help! I’ve talked to one lady that was helpful but everyone else assigned to my account hasn’t helped at all. What the hell is going on? I feel like I’m being scammed at this point!!

  Response from the owner

  Brandon, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!

• B

  Barney Smith
  1

  Freedom Mortgage is the worst company I have ever dealt with… Honestly it takes 30 minutes to talk to a representative, 30 minutes to explain your issue and then nothing gets solved. Plus they continue to bombard you with refinancing at a lower rate that i can beat by 1% and have. Very frustrated!!!

  Response from the owner

  Barney, We're sorry to hear that this is happening – would you please be willing to write to us at [email protected]? We'd love to investigate what's going on and further assist. Thank you!