Freedom Mortgage - Call Center Columbia MD

VERY POOR CUSTOMER SERVICE! They do not even know what to say or how to answer. I opted to escalate the concern and I wasn’t even saying anything yet the escalation team rep is already agitated and very rude. Take note, I was talking in a kind manner as I also worked in call centers. She even asked me “Do you not know this and that! Blah blah!” How am I going to know? That’s why I am calling so I would know the answer to my concern! Then she dropped the call. I would not recommend this company in any way! They will leave you clueless to everything and they will make you feel that you don’t have the right to ask questions! They do not even deserve a single star here!

Freedom got my mortgage from a different company in 2017. Since there my tax and insurance together increased $900 a year, but my mortgage payment increased almost $2000 a year. I did call them numerous times to talk about it, but they just put you on hold and left there forever. Once I was on hold for an hour and a half, and then hanged. Do not deal with those crooks.

Don't just look at the awards and how great they are on their website. If you can change it or have an option to choose another company please do so and save yourself trouble. My home value has gone up since I purchased, but when I called to cancel my PMI they were very rude and unprofessional to handle my request.

Our loan was transferred to Freedom Mortgage last year after we closed. This is our first home so we haven’t had to deal with any mortgage company but them. They are by far the absolute worst!! I’ve been getting the run-a-round for weeks trying to get them to removed the property taxes from my mortgage payment as I’m fully exempt now. At first, they claimed they didn’t receive the letter via the secure messaging portal. That was a lie. One rep was able to trace it back to being received on 2024-10-18. Since then, I’ve been told they’re working on completing a new escrow analysis and every time I call to check, I get transferred or told they’re doing research. The letter clearly lays it out in black and white with effective dates. It’s pointless even giving them a call! Please find another

TLDR: WORST COMPANY IN EXISTENCE! This is the worst company I have ever worked with in any facet of my life. They purchased my mortgage from my original lender and have wasted countless hours of my life. They inappropriately placed a lender forced insurance policy on my property despite the fact I provided them proof of homeowners insurance three times. Over the course of two months they have sent me emails and letters confirming they received proof of homeowners insurance and the following week I would receive another threatening letter again saying they were purchasing a lender forced policy on me. They paid out three different homeowners insurance policies on my behalf inappropriately, resulting in an escrow shortage. Mind you this is all after I had been on the phone over ten hours try