Freedom Mortgage : most-reported complaints
Automated analysis of 780 public Trustpilot reviews published 2026-06-24 to 2026-09-24. TrustScore 4.8 from 5,560 total reviews — see the Trustpilot page. Quick answer: is Freedom Mortgage legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, with 19 out of 47 identified complaints citing this issue. Billing errors are the second most frequent concern, accounting for 15 reports, followed by unhelpful support staff with 14 reports. Additionally, seven complaints mention aggressive collections practices. Trends indicate that reports of unreachable support, billing errors, and aggressive collections are falling, while complaints about unhelpful support are rising.
How to reach Freedom Mortgage
These are the contact details Freedom Mortgage publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 855-690-5900, address 951 Yamato Road, Boca Raton, 33431, US.
The company claimed its Trustpilot profile on 2020-09-29 and uses Trustpilot’s paid features. Trustpilot ranks it 22 of 103 in Financial Institution. We last checked this profile on 2026-09-24 and found 33 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-11 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Severity: 57% of this company’s 47 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2025, 82% of 11 one-to-three-star reviews were 1★; in September 2026, 70% of 10.
Counted from May 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (290 reviews record both dates).
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +1/-1 lines; added: Legal Disclosures | Privacy Notice | California Privacy Notice | Terms of Use | State Licensing; removed: Legal Disclosures | Privacy Policy | California Privacy Notice | Terms of Use | State Licensing (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 722 company-invited reviews in the recent window average 4.93★, while 31 organic (uninvited) reviews average 2.29★.
49% of its 688 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 40% of this company’s complaints vs a 18% median across 259 ranked companies in its sector.
Review velocity: 5,066 of this company’s 5,560 Trustpilot reviews (91%) were written in the last 12 months.
What are the most common complaints about Freedom Mortgage ?
Support unreachable
19 reports · 40% of complaintsfalling“I called back and was told the same thing. On the phone now for more than 18 minutes waiting for the bankruptcy department to answer my phone call.”
2 readers marked this review helpful on Trustpilot.
“Try messaging someone, that's really fun and nearly impossible”
1 reader marked this review helpful on Trustpilot.
“They mismanaged my escrow account. They have been impossible to get in touch with.”
1 reader marked this review helpful on Trustpilot.
Billing errors
15 reports · 32% of complaintsfalling“Freedom reported the June 2026 payment as late to the credit bureaus.”
1 reader marked this review helpful on Trustpilot.
“They mismanaged my escrow account. They have been impossible to get in touch with.”
1 reader marked this review helpful on Trustpilot.
“This company is charging me for a flood insurance policy that I did not ask for”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
14 reports · 30% of complaintsrising since 2026-09“No person at Freedom Mortgage knows what they are doing!!!”
2 readers marked this review helpful on Trustpilot.
“Try messaging someone, that's really fun and nearly impossible”
1 reader marked this review helpful on Trustpilot.
“when seeking clarification from the loan officer, I was unable to get a reply for six days.”
1 reader marked this review helpful on Trustpilot.
Aggressive collections
7 reports · 15% of complaintsfalling“Freedom reported the June 2026 payment as late to the credit bureaus.”
1 reader marked this review helpful on Trustpilot.
“they took the draft but refused to post it- then reported to credit bureau for late payment.”
1 reader marked this review helpful on Trustpilot.
“they reported this to my credit agency as being more than 30 days late.”
Overcharging
5 reports · 11% of complaintsrising since 2026-09“Freedom left 2 cards off payments.”
“they mis calculated the loan”
“they doubled my payment they told me I refinanced I did not”
Account/app problems
3 reports · 6% of complaintsrising since 2026-09“The customer service people have been friendly, but are simply not knowledgeable. They have a script and follow it very closely.”
“They were unable to make me an account on their portal because my name is listed as the third borrower on my Freedom Mortgage loan.”
“they refused my payments”
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.