RoundPoint Mortgage Servicing Corporation - Phoenix Phoenix

We refinanced our home about a year ago and there was no charge to us for the refinance. We were called the other day and asked if we wanted to refinance again at a much lower rate at NO CHARGE to us and at a lower interest rate. We decided that this was a good deal and had no reason not to trust Freedom Mortgage again. I received an email last week from the company processing the closing and it stated that I was expected to pay $1499.00 at closing. I contacted our agent at Freedom Mortgage and he told us there was $0 cost to us. Today we signed our documents for the refinancing with the agent and after he left we started going through each piece of paper to make sure what we were getting. We did get a lower interest rate, but our starting loan balance was $295,--- and now the new loan balance is $299,--- with about $3500 markup. This doesn't look like a no cost refinance to us! It looks like a complete screw job to say the least. No cost to $3500 is quite a change to anyone. We feel like we have been lied to twice by Freedom Mortgage on this refinance. It damn sure won't happen again to this family!

If you're reading this, ask for Allen Moore. I haven't heard from my Freedom Mortgage rep out of New Jersey after they offered me a refinance offer. Submitted the documents they asked for as quickly as they asked, signed the loan estimate as quickly as I got it, and haven't heard from the dude for 2 weeks now. I called a number and got connected to Allen and I was reminded that one bad experience is not reflective of everyone in that company. Allen spent 30 minutes of his valuable time to do extended research and learn more about what was going on. Mind you 1) it's not his job and 2) he had nothing to gain yet he still gave me a better service than someone out in Freedom Mortgage's New Jersey office, who has everything to gain, has been able to give me. Although Allen could not get me through the finish line, I can't help but think of what a better experience this could've been for me had Allen been my Freedom Mortgage representative. For that, your branch deserves a 5 star rating. I'd recommend Mr. Moore to anyone looking for a mortgage rep who cares about his company and more importantly you, the customer. To this branch's leadership: if you haven't thanked Allen for an outstanding job lately, I'd take a moment to do so, he definitely deserves it.

Here goes... Was doing an IRRRL loan with them right after they acquired my loan. They offered 2.375% and about $2,300 in closing costs. I got ads in the mail for 2.25% and contacted them. They agreed to lower my rate to the 2.25% to match the offer. The next day I get a notice that I've withdrawn from the loan process. I never requested to be withdrawn. So I go elsewhere to secure a loan and a week later Freedom calls to ask when I want to sign the paperwork for my loan. They saw they were going to lose business so jumped. I told them I went somewhere else and was no longer interested. Then I get my mortgage statement and it has a nice surprise of $30 in charges for a payoff statement. They are refusing to remove the charge. Freedom Mortgage is so wrong for trying to get a little bit of money out of me. It's not really about the $30. It's about customer service which in my opinion is lacking in everyway. Run the other way as fast as you can if they call. So I emailed Freedom Mortgage to give them more details on my experience and they did wave my $30 pay off statement fee.

If we could rate this company with a zero star we would. They have mismanaged documents that we have sent, not responded to emails or phone calls, passed us to multiple agents, and ultimately we don't trust them. In the amount of time we have been working with Freedom Mortgage on our refinance my husband and I have listed, sold, and paid off another property. I don't know if I've ever been more frustrated with a company.

The servicing of my loan was switched to Freedom Mortgage (FM) effective July 2020. My previous lender gave me my FM account number so I made my July 2020 payment and setup and online account with FM. I tried to access my FM online account for two days and kept getting a message stating my loan information could not be accessed so I called FM and went through the automated process to try and access my loan information. The virtual assistant said the loan number didn't exist...the same one that I had opened an online account with two days prior so I eventually talked with a live FM representative. The live representative was clueless. She told me I had not setup an online account (I was signed into the account while we were talking), then told me I owed $25 (even though I had just made a payment for $500 more than my mortgage), told me FM had not received my payment (even though the payment had cleared my bank several days ago). I was with the company that previously serviced my loan for many years and they were great. They were professional, knowledgeable, and customer oriented. That isn't the case with Freedom Mortgage. I would give them zero starts if I could.

Don't bother referring anyone to Freedom Mortgage. They don't answer their phone and do not return calls. I referred a friend who call Freedom Mortgage on their 877 #. She left 2 messages and no one ever called her back. I find this unacceptable although as a mortgage company they are pretty good.

1 star because you can't leave 0. Absolutely DO NOT use this company. They have been stringing us along for a month. Every time we submit a document the underwriter takes 72 hours to review it then requests 1 MORE DOCUMENT. We have done this for weeks! Instead of being in our new home on 30 Nov, we likely will not make it even for Christmas. They are Unresponsive, Inept, and worst, they don't care. They have continually promised to review our file by a certain date/time and have missed their own deadline EVERY TIME. Completely disrespectful. Take your money elsewhere, there are lots of other companies.

After months of being contacted "to lower our interest rate," we decided to pursue an FHA streamline refinance. I should've known something was amiss when the loan officer, after asking her questions about fees, PITI, and FHA's fee, she asked, "Who do you work for?" She failed to disclose that Freedom Mortgage would take the funds already in escrow and use them to pay down our current loan, and we'd have to fund escrow on our new loan, essentially paying for property taxes TWICE, and giving Freedom Mortgage over $1000 (this is how they make their money, I'm sure). After doing some research, I realized we could have those funds refunded to us. I refused to sign the disclosure paperwork with the existing numbers and requested the loan be sent back to underwriting to have those funds refunded to us, "You can do that, but you'll end up having to refinance $1000 over 30 years," they told me. "Not if I can use those escrow funds to pay on the principal of the new loan," I said. I kept being told to call a few days later for the status. Then, I'd call, and someone would look at the account and say, "Well, it never made it to underwriting," and they'd do something, and claim it was being sent back to underwriting. This went on and on. I'd call to check, and nothing had been done. I called them FIVE times over the course of three weeks. Then, today, after being put on hold for a long period of time, the representative says, "You were given the wrong information. You won't receive a new disclosure statement until you set a closing date." Do you actually think I'm going to set a closing date when I don't know the amount of our loan?! Not a chance. Take your business elsewhere. This company is deceitful and shady.

Run fast, fun far and do NOT look back from Freedom Mortgage. Issue #1: We have been an excellent customer for over a year now. We arranged to have our monthly mortgage payments automatically taken out of our account and pay additional money each month on our principal. We have never missed a payment or have been late in paying. While conducting online banking on 8/4/2020, I noticed that our monthly mortgage payment had not yet posted. Worried we would be considered late in paying, I made the August 2020 payment online. Less than 24 hours later both payments posted. I immediately called Freedom Mortgage and spoke with Mary who assured me my 2nd payment would be refunded within 72 hours. Fair enough. I asked for a confirmation number and was refused. I now understand why. 4 business days later, my payment had not posted. I called again and waited over an hour to speak with someone. Again, I was told my payment would post in 72 hours. I asked to speak with a supervisor and was transferred. I was told that I needed to submit documentation from my bank showing that the 2nd payment had indeed posted. This was immediately emailed, and I received confirmation that it was received. The supervisor told me again it would take 72 hours. (no surprise here). I was told that I could expect payment by late in the day on 8/14/2020. The supervisor called me on Friday and said I probably would not see it until late Friday evening. Here I sit on 8/18/20, 10 business days after the event and still no refund. ALL calls have been unreturned. Fortunately, I called the bank and they were able to issue a refund almost immediately. This is fraud. Issue #2 before all the above incidents occurred, we applied for a refinance on our home mid-June. We submitted all documentation by the 4th of July. By the 3rd week of July, I emailed and called our loan rep. ALL emails and phone calls have been unanswered. I called Freedom in early August and was put on hold for over an hour. I was then told that they had never heard of my loan rep. I was told I could leave a message with Shavon who would return all phone calls within 24 hours. You guess it, Shavon never called. Considering that both my husband and I have credit scores over 815, we will be taking our mortgage elsewhere. YOU ARE FIRED.

I switched mortgage companies recently and already regret it! I wrote my old mortgage company Homebridge Financial a check for October that they ended up signing over to Freedom & instead of canceling the check they applied it to the principal. I had already paid my mortgage for October & November. I've talked to 4 customer service reps, the first Batch hung up on me. Then Tony seemed like he was genuinely trying to help. He tells me, refund on the 10th, NOPE. Called Yesterday some dude says its scheduled for Today, NOPE. Talked to Pablo today & he tells me its up for review, no refund today. These GD Clowns! I don't recommend this company at all!