Freedom Mortgage (Wholesale) Douglas Ave, Altamonte Springs

I've been a customer of Freedom Mortgage for several years now, but due to a recent incident similar to what others have posted, I'm in the process of refinancing and leaving them for good. I've had the same home owners insurance policy for the past few years, and in 2020, Freedom Mortgage made the annual premium payment from Escrow without issues. Now, in 2021 (same insurance), I just found out the hard way that no premium payment was ever made from Escrow, so Freedom Mortgage slapped a forced insurance policy for $2900 which offset escrow and raised our monthly mortgage payment by $400+ / mo. I contacted Freedom Mortgage to inquire, and to my surprise, they said my insurance policy expired. After contacting my insurance agent and reviewing a detailed history of transactions from 2020-2021, it turns out that Freedom Mortgage changed their remit to address and never contacted the insurance company to update the records. I called Freedom Mortgage again to go over all of the transaction details, and in the end, they refused to take ownership of the mistake. Moreover, they refused to credit back the forced policy and fix escrow. The rep on the phone told me that notifying the insurance company of the address change was my responsibility. I pointed out that I due my part every month by paying the monthly mortgage payment that goes into Escrow and that Freedom Mortgage pays the insurance from escrow (not me). The rep still insisted it was my fault that I didn't call the insurance company - even though the binding payment contract agreement is directly between the insurance company and Freedom mortgage. Pretty sad of Freedom Mortgage not to take responsibility for this error. I'm taking my business elsewhere.

If I can leave 0 stars I would. Horrible customer service. The only way you can get through a representative is if you are trying to refinance. Escrow department dropped my previous insurance due to "not receiving a renewal from them" I contacted my insurance company who stated they did. Dropped insurance and never notified me about the change. I tried calling customer service about 4 times and sent messages online with no answer. Im currently going through the refinance process and that's also a 💩show. Avoid if you can but you probably won't have a choice since they just take over your loan after you purchased a new built home with someone else.

So most of my experiences with freedom mortgage group have been great. It's a shame why I am giving 3 stars. Well I decided to get better coverage for my home. When my new insurance policy started, I notified Freedom Mortgage to do another escrow analysis so that my monthly payment reflects the new insurance policy amount. For some reason the person doing my escrow analysis that day decided I am no longer tax exempt. Instead of changing my insurance, this escrow person, added $530 a month in taxes, which I am exempt to. So my shock when I received the next month's payment bill, nearly killed me and my unborn child. To top if off, Wind Insurance did not kick in because they asked that we pay for some repairs or show intent to repair prior to getting covered. So they THEN forced covered us for wind. Mind you I am still back and forth and barely getting the wind policy coverage due to the repair they asked to be done. One, the idiot who added taxes when I am exempt should be fired. Second of all, why are they so much in a rush to force cover us when it's not our fault insurance companies take a week to process anything. And my insurance company is really taking their time to approve and underwrite a policy. We now are paying for much higher wind insurance until it kicks in, AND EVEN AFTER the escrow analysis was corrected, ONLINE it still reflects the extra $530 a month in taxes, meaning they didn't put for it to take effect immediately, they skipped a whole month. So I had to call AGAIN for like the 7th time in 2 months to ask them to please remove taxes from my monthly payment BEFORE July 1st. This is so much headache on top of an 9k foundation repair. This is almost adding stress on top of stress with the tax mistake, the FORCED coverage AND the fact that their fixing of the mistake wouldnt take effect until a whole two months later. This is not the way to make loan servicing easy at all. especially not in these times.

My mortgage was sold to freedom mortgage with no input by me. As is common when you purchase was home. Their website is bare bones, like it was made by a junior college student. It has no app available. It prompted me to update my username and password. I did. Now it won’t let me log in using the user name name and password I created. After going through 9 different menus on the phone that constantly try to get you to do a cash out refinance and everything else but help you with issue, I finally spoke to service representative who was not surprisingly still unable to help. Thumbs down.

Freedom purchased my loan from Roundpoint effective June 1 2022. They are billing me escrow with my mortgage payment that I don't owe. I pay my property taxes and HO insurance, in full, at the time it is due. I have never missed a mortgage payment but now they consider my loan delinquent because I haven't paid the excess amount they are billing me for escrow for taxes and insurance that I have already paid and will continue to do so. I asked them what they intend to do with the extra money they are trying to collect at the end of the year but they didn't have an answer for me. WYF!?! I'm at my wits end, I'm waiting for a return call from an attorney. I don't know what else to do.

I will start by saying after my issue is resolved with Freedom Mortgage I plan to take my mortgage needs elsewhere. Freedom Mortgage misplaced my documents in there systems and around 4 months later I received a notice in the mail saying I owe them extra funds. So I call to resolve the issue and sure enough I get the run around. I finally spoke to someone who saw the problem and they tell me that it was miscommunication on Freedom Mortgage end and that the problem will be fixed. Long story short I am now having to pay them so I will not be at fault while they try to fix the problem for the second time, all because of Freedom Mortgage negligence.

Avoid them if you could please! They bought my mortgage from another company which I had flood insurance and was all going to escrow. Because my flood insurance was through a private company they didn't renew the policy when time for renewal came. I am there thinking all is well everything is taken care of through the escrow account. Noooo! A month after the flood policy expired I get a call from the insurance company asking if I know that I don't have flood insurance. I was so shocked and surprised as I replied no. She said yes freedom is not paying for it because it's private. So we did up a new policy which will now take 30 days to take effect cus of the hurricane season and the lapse. I paid 600 for it. During the waiting period freedom paid that premium and also forced another policy and jacked up my monthly mortgage by $200 to be able to cover everything. Anyways the policy took effect after the 30 days and then for the lapsed period Sept 6 to Nov 20 freedom charged me 535 for that period when I paid 600 for a whole year and have the heart to say that's what happens when we force policies it is 3 or 4 times higher than if you get your own. Crazy! My issue with this is 1. When u bought my mortgage you should've alert me that it's not going to renew even though I feel you shouldn't change anything about my account after you bought it and 2. Call me or email me and let me know what's going on. They sent letters via postal mail which were not open right away because I thought they were regular statements and knew everything should be fine. If I had owe them for my mortgage they would've tried other means maybe even send smoke signals to let me know. I am very much disappointed and wish I could take my mortgage elsewhere!

Every time we call Freedom we get a different answer for the same question. All actions take 2-3 weeks, when we know it only takes 3 days. We even had someone tell us that an escrow analysis takes 5 weeks. Most recently I called for details on a refinance and the loan officer could not tell me how much money he could lend, what the limits are, only that he could lend up to 90%. I asked if he could get the info and he said it could take hours to get back to me, or tomorrow. Dealing with them is frustrating 4 out of 5 times, so they get one star for the 20% success rate.

Started my refinance in September 5. It's now November. They still have not closed my refinance. Lazy workers, liars. I keep on getting passed from customers to customer. I'd would give them a negative if I could.

AFTER YOU GET THE LOAN THE ARE UNRESPONSIVE AND SEND THREATENING LETTERS. TRIED TO REFINANCE TO BETTER MY LOAN. THEY WOULD NOT DISCUSS. HAD THE SAME INSURANCE FOR 5 STRAIGHT YEARS, SWITCHED INSURANCE AND THEY THREATENED TO CHARGE ME FOR INSURANCE WHEN I HAD INSURANCE. THEY ARE WONDERFUL UNTIL YOU SIGN YOUR NAME AND ONCE THAT HAPPENS THEY COULD CARE LESS