Caprice W.

My original lender sold my loan to Freedom Mortgage and gave them incorrect information. I submitted the correct closing documents to Freedom Mortgage as soon as I realized a mistake had been made. Freedom mortgage ignored multiple requests to correct my loan information even after they had been given proof of the correct information multiple times. These requests went completely ignored and they destroyed my credit based on the erroneous information. I called their customer service department many many times, the agents were always friendly, but completely useless since they only had the most basic loan information and had no way to actually help me or to refer me to the right department. Attempts to speak to someone who could actually help always just lead back to the same customer service people who had not been able to help me any of the other 20+ times I had called them over several months.

I did eventually figure out that you can get a response by filing a complaint with the Consumer Financial Protection Bureau at https://www.consumerfinance.gov/. This finally got some amount of resolution, but not all. The individual who responds to those complaints (Joseph Pompetti, Director of Customer Service) only does so in writing and his letters are rude, unapologetic and condescending. They provide no way to speak to him or anyone else outside of the front line customer service department. Information attached to help clarify was typically just copies of previous letters and new spreadsheets with accounting that doesn't match what is shown on the Freedom Mortgage Loan Servicing website.

They say on their website that customer satisfaction is important but it's not at all. They could care less about their customers' satisfaction. I began this process with the intention of working with Freedom Mortgage to resolve my loan issues since I did recognize that the original errors were not created by them, however there complete disregard for me as a person and a customer is deplorable. Even after this awful experience with them, I would like nothing more than to get over it and move on but the long term impact on my credit is unforgivable and they refuse to correct it. So be warned, this company cannot be trusted.