Freedom Mortgage

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 41 historical complaints about Freedom Mortgage, published between 2003 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Two Months of Paperwork and Appraisal Fee Before Ineligibility NoticePublished Oct 28, 2013 · Historical consumer allegation
• Rate Lock Fees Paid, Repeated Information Requests and Eventual DenialPublished Aug 28, 2013 · Historical consumer allegation
• Rate Lock Expired Waiting for Underwriting Documents on VA RefinancePublished Aug 15, 2013 · Historical consumer allegation
• Continued Calls After Do Not Call Request, Including Hang-Up CallsPublished Jul 10, 2013 · Historical consumer allegation
• Five Months Wasted and Repeated Paper Requests Before DenialPublished Jun 17, 2013 · Historical consumer allegation
• Loan Refused Restructuring Despite Stable VA IncomePublished Apr 17, 2013 · Historical consumer allegation
• Denial Notice Cited Appraisal Never Requested After Withdrawing ApplicationPublished Apr 17, 2013 · Historical consumer allegation
• VA Refinance Closed Smoothly With Accurate PaperworkPublished Mar 17, 2013 · Historical consumer allegation
• Closing Missed Three Times and Interest Fee Withdrawn From AccountPublished Mar 17, 2013 · Historical consumer allegation
• Appraisal Fee Paid, Months of Silence, Then FHA Denial for CondoPublished Mar 17, 2013 · Historical consumer allegation
• Told No Payment for Two Months, Then Three No-Show Closing AppointmentsPublished Jan 6, 2013 · Historical consumer allegation
• Closing Failed Twice on Refinance Started in AugustPublished Jan 6, 2013 · Historical consumer allegation
• Escrow Money Sitting for Two Months and Over an Hour on HoldPublished Jan 6, 2013 · Historical consumer allegation
• Refinance Documents With Wrong Property Address and Demand to Sign ThemPublished Jan 6, 2013 · Historical consumer allegation
• Helpful Staff and No Surprises Through Entire Loan ProcessPublished Jan 1, 2013 · Historical consumer allegation
• Statements Sent to Wrong Address, Escrow Cushion and Foreclosure Before ReviewPublished Nov 23, 2012 · Historical consumer allegation
• No Update After Submitting Refinance Documents in JunePublished Oct 6, 2012 · Historical consumer allegation
• Rate Reduction Pitch, Then Appraisal Required After Promised NonePublished Aug 17, 2012 · Historical consumer allegation
• Draw Requests Refused and Money Withheld on Home Construction LoanPublished Jul 6, 2012 · Historical consumer allegation
• Refused to Speak to Me About Mortgage in Husband's NamePublished Apr 15, 2012 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.freedommortgage.com/
• Customer Care (Mon-Fri 8 AM-8 PM ET, Sat 9 AM-2 PM ET): 855-690-5900
• Company phone on State Licensing page: 800-220-3333 6 complaints mention this number
• Hardship requests (LossMitigation): [email protected]
• Insurance claim check endorsement: https://www.insuranceclaimcheck.com/FreedomMortgage
• CFPB complaint portal (federal regulator): https://www.consumerfinance.gov/complaint/

Locations

Freedom Mortgage servicing, refinance and payment problems: where to go and what to send (checked October 11, 2026)

Freedom Mortgage Corporation both originates mortgages (purchase, refinance, FHA, VA, USDA, conventional) and services loans, including loans whose servicing was transferred to it from other companies. Its website says that after a transfer "your monthly loan payment and other loan details will not change" and that "The only thing that will change is where you send your payment." The lender that originated a loan and the company that services it can be different businesses; the servicer named on your statement is the one that collects payments and manages escrow.

Freedom Mortgage's own channels (Contact page, opened October 11, 2026).

• Phone: Customer Care 855-690-5900, Monday-Friday 8 AM-8 PM ET and Saturday 9 AM-2 PM ET. The same number and hours are given for the Insurance Claims Department.
• Online: the contact page says "Send us a message through your online Freedom Mortgage account."
• Payments by mail: customers in AL, AR, CT, DC, DE, FL, GA, IL, IN, IA, KS, KY, LA, ME, MD, MS, MA, MI, MN, MO, NE, NH, NJ, NC, ND, NY, OH, OK, PA, RI, SC, SD, TN, TX, VT, VA, WV, WI and PR: P.O. Box 6656, Chicago, IL 60680-6656. Customers in AZ, AK, CA, CO, HI, ID, MT, NV, NM, OR, WA, WY and UT: P.O. Box 7230, Pasadena, CA 91109-7230.
• Payoff statements: request through the online account or mobile app, or by mail to P.O. Box 50485, Indianapolis, IN 46250-0401.
• Insurance claim checks: the company asks borrowers to call 855-690-5900 or register at InsuranceClaimCheck.com/FreedomMortgage; for claims of $40,000 or less (USDA loans: $20,000 or less) it describes sending the claim check and the adjuster's report, and says it will endorse and release the check "in approximately six to eight business days after we've received the items from you."

If you cannot make a payment. The contact page says to "contact us as soon as possible"; to start, download a Hardship Assistance Request by logging in, selecting Help Center, then Forms, and email the completed form to [email protected]. A separate company page, "Need Help with Your Mortgage Payments?", is at freedommortgage.com/help-with-mortgage-payments.

Escrow. The Contact page says the company periodically checks that it is collecting enough through monthly payments to pay property taxes and insurance premiums when due, calls this an "escrow analysis," and says it will send an escrow analysis statement explaining what it paid over the past year, a projection of expected escrow costs, and the new escrow payment amount for the upcoming year.

Late fees and posting. The company's late-payment article says the typical grace period is 15 calendar days, that a payment submitted by 10:59 PM Eastern is credited the same day, that mailed payments are credited on the date received, and that the late fee calculation varies with the loan terms and appears on the billing statement. Its transfer page says there are no late payment fees during the first 60 days after the effective date of a transfer.

Disputing an error in writing. The CFPB's page "How do I dispute an error or request information about my mortgage?" (last reviewed September 9, 2020) says to include your name, home address and mortgage account number, to identify the error, not to write on the payment coupon, and to mail the letter "to the right address": "If your servicer uses a special address, you must send the letter to that address." It says the servicer must acknowledge within five days (not counting weekends and legal public holidays) and "Generally" respond within 30 days, and advises continuing to make scheduled payments in the meantime. On the Freedom Mortgage contact, FAQ, payoff, transfer and state licensing pages read on October 11, 2026, the only servicing-complaint mailing address I found is one in the Minnesota notice on the State Licensing page: "Complaints or inquiries regarding the servicing of your mortgage should be directed to Freedom Mortgage Corporation at P.O. Box 50485, Indianapolis, IN 46250-0485 or by calling 855-690-5900." That wording is addressed to Minnesota borrowers; for a written error notice, check your statement or ask Customer Care which address Freedom Mortgage designates for such requests.

If there is no response. The CFPB says you can submit a complaint at consumerfinance.gov/complaint or by calling (855) 411-CFPB (2372); its list of red flags includes having received no communication from the servicer more than five days after it received the notice. The State Licensing page also lists state regulator complaint routes (for example, the Texas Department of Savings and Mortgage Lending and the Minnesota Department of Commerce).

Regulator actions involving Freedom Mortgage Corporation

The records below are quoted from the regulators' own documents. A regulator order is an agency finding or a negotiated resolution; an order that states a company did not admit or deny findings means exactly that.

CFPB Consent Order, May 31, 2019 (File No. 2019-BCFP-0007; filed June 5, 2019). The order says Freedom "submitted mortgage-loan data for 2014, 2015, 2016, and 2017 that contained errors in violation of the Home Mortgage Disclosure Act" and Regulation C. The CFPB's press release says the Bureau found that Freedom "reported inaccurate race, ethnicity, and sex information and that much of Freedom's loan officers' recording of this incorrect information was intentional." Freedom agreed to pay a civil money penalty of $1.75 million and consented "without admitting or denying any of the findings of fact or conclusions of law, except that Respondent admits the facts necessary to establish the Bureau's jurisdiction." The 2024 stipulated judgment (see Court record) states that the Bureau "will concurrently terminate" this 2019 order.

Massachusetts Division of Banks Consent Order, September 21, 2016. The Division's page for this order (marked as superseded by the July 2020 order below) records a $2,000,000 administrative penalty, a separate $6,000 penalty for doing business with a mortgage loan originator who did not hold an active Massachusetts license, an independent audit of Freedom's Massachusetts servicing portfolio, reimbursement of late charges and duplicate discharge fees, and revised policies on anti-money-laundering, advertising and other compliance topics. The text as published does not state whether Freedom admitted or denied the Division's findings.

Massachusetts Division of Banks Consent Order, July 30, 2020 (Docket No. 2019-0007). The order recites the CFPB's 2019 findings and says that, because of the data errors, Freedom "could not confirm the accuracy of the HMDA data provided to the Division," so the Division could not complete a community-investment examination or evaluate fair lending compliance. It required HMDA compliance procedures and an administrative penalty of $25,000, terminated and replaced a 2016 consent order, and was entered with Freedom "without admitting any allegations or implications of fact or the existence of any violation of state or federal laws."

New Jersey Division of Consumer Affairs Consent Order, filed July 11, 2023. The Division investigated whether Freedom violated the New Jersey Consumer Fraud Act, the advertising regulations and the Do Not Call law. The order lists the Division's allegations, including unsolicited telemarketing calls without telemarketer registration, "bait and switch" sales tactics, failing to timely disburse payments from escrow, failing to apply mortgage payments in a timely manner (resulting in negative credit reporting and late fees), failing to timely issue escrow refunds, and failing to respond to consumer inquiries with accurate information. The order states that Freedom "denies the Division's allegations." The settlement amount is $502,000, which the order says is made up of $365,200 in civil penalties, $45,000 in reimbursement of the Division's attorneys' fees and $91,800 in reimbursement of its investigative costs. Freedom was to pay $452,000 on or before the order's effective date; the remaining $50,000 is suspended and automatically vacated one year from the effective date if Freedom complies with the order's conditions. The order also sets out a process for forwarding complaints of additional consumers to Freedom for a written response.

CFPB Consent Order, August 17, 2023 (File No. 2023-CFPB-0008). The CFPB found that Freedom violated Section 8(a) of the Real Estate Settlement Procedures Act, which prohibits giving things of value for referrals of settlement-service business. Its press release says Freedom made monthly payments of about $90,000 under marketing services agreements with over 40 real estate brokerages, gave over 2,000 agents free access to paid subscription services, and hosted and subsidized events for agents and brokers, and that agents who received free subscription access "made more than 1,000 mortgage referrals to Freedom" since 2017. Freedom was ordered to pay a $1.75 million civil money penalty and to stop providing anything of value for referrals; it consented without admitting or denying the findings of fact or conclusions of law, except as to the Bureau's jurisdiction. The CFPB issued a separate order against Realty Connect USA Long Island (a $200,000 penalty). The press release also says Freedom transferred its traditional retail unit to its wholly owned subsidiary RoundPoint Mortgage Servicing in August 2021, which ceased traditional retail operations around August 2022.

U.S. Department of Justice, April 15, 2016. Freedom agreed to pay $113 million to resolve allegations that it violated the False Claims Act by knowingly originating and underwriting FHA-insured loans that did not meet HUD requirements. The Justice Department's announcement says that, as part of the settlement, Freedom admitted that between January 1, 2006 and December 31, 2011 it certified mortgage loans for FHA insurance that did not meet HUD underwriting requirements, that its early-payment-default quality-control reviews showed defect rates "exceeding 30 percent between 2008 and 2010," and that between 2006 and 2011 it did not report a single improperly originated loan to HUD; in 2012, after identifying hundreds of loans that "possibly should have been self-reported to HUD," it reported one.

These items concern lending and data-reporting practices; they are not findings about any individual borrower's loan. In the searches run on October 11, 2026 (CFPB enforcement pages, state regulator pages and Justice Department releases) I identified no CFPB action beyond the three above and no state action beyond the Massachusetts (2016, superseded in 2020) and New Jersey orders above; that statement is limited to those searches.

Who Freedom Mortgage is, by its own statements and the record

What it does. Freedom Mortgage's About page says: "Founded in 1990 by Stanley C. Middleman, Freedom Mortgage was created by a family man-for families," shows "3M+ Customers Served" and "Family Owned," and gives 951 Yamato Road, Suite 175, Boca Raton, FL 33431 as its address with "Lender NMLS ID: 2767." A March 2026 company press release describes it as "an independent mortgage company that provides mortgage loans through retail, wholesale, and correspondent channels" and "licensed in all 50 states, the District of Columbia, Puerto Rico, and the Virgin Islands." Its State Licensing page (last updated February 16, 2024) lists license numbers by state and the d/b/a "Freedom Home Mortgage Corporation" in Arizona.

Ownership. The March 16, 2026 press release says Freedom Mortgage Corporation's "indirect parent company, Freedom Superior LLC," executed a definitive agreement to acquire Seneca Mortgage Servicing LLC and related entities from EJF Capital LP, subject to closing conditions including regulatory approvals. A closing announcement was not identified in the sources checked on October 11, 2026.

Dates. The company says it was founded in 1990. The BBB profile's raw page data shows a business start and incorporation date of May 17, 1993 and a BBB file opened January 16, 2013; the BBB lists "Longport Lending" as an alternate name.

Company-stated recognition. Its news page lists, among other items, a Fannie Mae STAR Performer award for servicing in 2024 (April 21, 2025 item) and Top Workplace listings; these are company-reported items and are not evaluated here.

Complaint and review counts (as displayed on October 11, 2026)

Counts from different sources measure different things and are not added together. All figures are as displayed on October 11, 2026.

CFPB Consumer Complaint Database. The database lists this company under the name "Freedom Mortgage Company" (it shows no legal-entity name or address, so the match is by name). It shows 10,373 complaints received since March 7, 2012, the latest received September 29, 2026, and 1,934 received between October 11, 2025 and October 11, 2026. By product label: Mortgage 9,101; Credit reporting or other personal consumer reports 680; Credit reporting, credit repair services, or other personal consumer reports 415; Debt collection 135. The most frequent issue labels were Trouble during payment process (4,424), Struggling to pay mortgage (1,610), Incorrect information on your report (964), Applying for a mortgage or refinancing an existing mortgage (892), Loan servicing, payments, escrow account (669) and Closing on a mortgage (553). Company responses recorded: closed with explanation 10,211; in progress 141; closed with monetary relief 8; closed with non-monetary relief 6; closed 7. The database marks 10,325 responses timely and 48 not timely. These are complaints submitted by consumers, not CFPB findings.

BBB. The BBB profile for Freedom Mortgage Corporation (Headquarters), Boca Raton, FL, shows the business as not BBB Accredited with a BBB rating of A+. The complaints tab shows 1,167 total complaints in the last 3 years and 316 filed in the last 12 months; the reviews tab shows 1.61 out of 5 from an average of 396 customer reviews. The profile carries a government-action alert for "Consumer Financial Protection Bureau, vs Freedom Mortgage Corporation, 9:23-cv-81373 SD Fla" (as of June 24, 2024). The BBB says the profile includes complaints and reviews for the headquarters and its corporate-owned locations.

Trustpilot. The Trustpilot page for www.freedommortgage.com shows 4.8 out of 5 from 5,757 reviews, 5,207 of them in the last 12 months (5-star 86 percent, 4-star 7 percent, 3-star 1 percent, 2-star under 1 percent, 1-star 6 percent). It shows a claimed profile (September 2020) with a paid Trustpilot subscription, says the company "invites their customers to review, whether positive or negative," and says it hasn't replied to negative reviews. Trustpilot states that it does not fact-check reviews.

ComplaintsBoard. The ComplaintsBoard page (updated Sep 25, 2026) shows an unclaimed profile with 151 complaints and 7 reviews and a 1.2-star display; submissions are user-written and not verified.

Complaints on this site. The archive of usacomplaints.com has 41 approved posts that name Freedom Mortgage Corporation or Freedom Mortgage as the subject. They were written between 2003 and 2013; none of the posts checked is more recent. Posts about similarly named businesses (for example First Freedom Mortgage Group, a timeshare resale seller, New Freedom Mortgage of Salt Lake City, Financial Freedom Mortgage and Homefreedom Partners Mortgage) are not linked to this page. The themes list on this page counts posts by keyword matches; a post can match several.

Three of the posts are favorable to the company (for example describing a closed VA refinance without problems) and one calls it a great company apart from one dispute. The rest describe refinance delays or changed fees, loan modification and foreclosure disputes, repeated sales calls, and servicing and escrow problems; the allegations in individual posts are those of the writers.

Court record

Consumer Financial Protection Bureau v. Freedom Mortgage Corporation (S.D. Fla., No. 9:23-cv-81373). The CFPB filed suit on October 10, 2023, alleging that the HMDA data Freedom submitted for 2020 contained widespread errors, in violation of HMDA, Regulation C, the Consumer Financial Protection Act and the 2019 order; its press release says the CFPB found 51 errors in an initial review of 159 files and that in a resubmission Freedom corrected errors in 35 data fields. On June 26, 2024 the court entered a stipulated final judgment, "without adjudication of any issue of fact or law," under which Freedom "neither admits nor denies" the allegations (except jurisdictional facts), must pay a civil money penalty of $3.95 million, and must keep a HMDA compliance subcommittee and an independent HMDA auditor in place for 5 years and follow a compliance plan.

Somogyi v. Freedom Mortgage Corp. (D.N.J., No. 1:17-cv-06546). A Telephone Consumer Protection Act class action over calls and voicemails to mortgage-servicing clients between September 1, 2013 and July 22, 2019. The final approval order (entered September 15, 2020) certified a settlement class, states that records identified 1,523,970 class members while Freedom "does not concede" that any were called in violation of the TCPA, and dismissed the action with prejudice. The court's opinion describes a $9.5 million non-reversionary fund, 79,330 claim forms returned and an estimated $75.30 per claim, plus non-monetary terms (a senior manager responsible for TCPA compliance, training, and do-not-call procedures). The case is closed; docket entries after 2020 concern the use of remaining funds (a cy pres order dated November 22, 2023).

Harrell v. Freedom Mortgage Corporation (E.D. Va., No. 1:18-cv-00275), consolidated under Chittick v. Freedom Mortgage Corporation et al., No. 1:18-cv-01034. The docket shows an order of January 6, 2021 dismissing a RESPA claim against co-defendant NYCB Mortgage Company, LLC and a breach-of-contract claim against Freedom, an order of May 7, 2021 denying class certification, judgments by consent in April 2021 of $5,000 and $3,500 for two plaintiffs against NYCB only, and an August 4, 2021 Fourth Circuit order denying a petition for permission to appeal. The docket entries I read do not state the plaintiffs' subject matter in plain terms, and the case is shown as terminated on October 13, 2021.

Is Freedom Mortgage Legitimate?

Freedom Mortgage Corporation is an identifiable business: its website footer gives 951 Yamato Road, Suite 175, Boca Raton, FL 33431 and Lender NMLS ID 2767; the BBB profile lists the same headquarters address, a business start date of May 17, 1993 (raw page data), the entity type Corporation, a BBB rating of A+ and no BBB accreditation as displayed on October 11, 2026, and records an NMLS license number 2767 and a Florida Office of Financial Regulation license MLD185 with expiration dates of December 31, 2026 (as read from the raw page data). The CFPB, Massachusetts and New Jersey orders and the Justice Department settlement above name the same corporation. Licensing can be checked at nmlsconsumeraccess.org, which the company's footer links.

Its record includes the regulator actions and the court judgment listed above, and also a Trustpilot page displaying 4.8 out of 5 and a Fannie Mae servicer award that the company reports (see Complaint record and Company background). Readers deciding where to send a complaint should note that each source uses different methods and none is a rating by this site.

Court & Public Records

Company Relationships

• Owned by: Freedom Superior LLC
• Affiliated with: RoundPoint Mortgage Servicing

Frequently Asked Questions