Freedom Mortgage drew 1,326 complaints through October, hundreds more than a year earlier
The CFPB recorded 1,326 Freedom Mortgage complaints through October, hundreds more than in the same months of 2025. Freedom originates and services home loans. Its Customer Care line is 855-690-5900. Mail payments to the address on your current statement.
Next edition expected January 2027
Freedom Mortgage phone number and hardship route
Freedom lists one Customer Care line for payment questions and help when you are behind. American Default is an independent research site. We are not Freedom Mortgage or a government agency.
Customer Care and help with mortgage payments
855-690-5900Freedom also directs borrowers having trouble paying to this line.
Listed on freedommortgage.com · checked Oct 23, 2026
Completed Hardship Assistance Request, after downloading it from your account
LossMitigation@FreedomMortgage.com
Freedom says to download its Hardship Assistance Request after signing in, complete it and email the form here. This is an application route, not a designated address for a legal notice.
Listed on freedommortgage.com · checked Oct 23, 2026
If you think Freedom made a mistake on your account, a written notice of error can ask it to investigate. A request for information is a letter asking about your loan. Federal rules allow a company to designate an address for these letters. Use the designated address on your current statement or servicing notice, or ask Freedom for it. The payment and payoff addresses on Freedom’s contact page are for other purposes.
Your statement identifies the company currently servicing your loan. Freedom sold RoundPoint in 2023. If your statement names RoundPoint or another company, you can use that company’s current contact information instead of assuming Freedom handles the account.
How does Freedom Mortgage handle a request for payment help?
Freedom says borrowers can sign in and start a mortgage assistance request. Its contact page also says the Hardship Assistance Request form is available after sign-in under Help Center, then Forms. The completed form can go to the email address above (Freedom contact page).
The company lists repayment, forbearance (a temporary pause or reduction in payments) and loan modification (a change to loan terms) among possible options.
How often does Freedom answer CFPB complaints on time?
From January 2025 through October 19, 2026, the CFPB marked 0.7% of Freedom mortgage complaint replies late. The median late share was 0.1% among 40 other companies with at least 200 complaints in that period.
A late flag records a slow company response to the CFPB. The CFPB’s complaint database includes borrowers’ reports and company response categories; it is not a finding that every allegation is true (CFPB complaint program).
Freedom had 12 complaints marked late in 2025 and 6 through October 19, 2026. The chart below shows when the CFPB received complaints later marked late.
Freedom complaints marked late by the CFPB, month by month
Complaints received January 2025 through October 19, 2026; the final month is partial.
The CFPB keeps the complaint data used in this comparison. CFPB complaint database
What do borrowers complain about with Freedom?
Payment process problems account for 55.2% of Freedom complaints since May 2017. The median share among 73 other companies is 50.3%.
Since January 2025, 65.4% of Freedom complaints name a mortgage backed by the Federal Housing Administration (FHA), Department of Veterans Affairs (VA) or Department of Agriculture (USDA). The median among 40 other companies with at least 200 complaints is 33.0%.
The CFPB received 1,180 Freedom mortgage complaints in 2025 and 1,326 through October 19, 2026. 94.0% of complaints received since January 2025 were recorded as closed with an explanation. The chart below compares issue shares.
Payment-process complaints take the largest share at Freedom
CFPB mortgage complaints received May 1, 2017 through October 19, 2026, compared with the median of 73 other companies.
This company Median of other companies
Trouble during payment process
Struggling to pay mortgage
Applying for a mortgage or refinancing an existing mortgage
Closing on a mortgage
Incorrect information on your report
Problem with a company's investigation into an existing problem
What if your mortgage moved to Freedom?
Freedom’s transfer page currently lists loans arriving from Lower, Carrington and Wells Fargo in October 2026. The list identifies transfer dates for those groups, but your own transfer notice controls your account (Freedom transfer page).
A transferred loan gets a new Freedom loan number (Freedom transfer page).
Two Harbors’ SEC filing says its subsidiary Matrix Financial Services completed its purchase of RoundPoint from Freedom in September 2023.
Freedom announced in March 2026 that its indirect parent, Freedom Superior LLC, had agreed to buy Seneca Mortgage Servicing. The announcement described a pending deal. We found no closing announcement in the company pages reviewed, so we do not describe Seneca as an owned brand.
Freedom Mortgage regulator actions: what was ordered and what remains
The actions below concern Freedom Mortgage Corporation. Massachusetts also issued a consent order concerning inaccurate mortgage lending data and examination findings.
-
Jun 26, 2024
U.S. District Court for the Southern District of Florida and CFPB Stipulated final judgment
The CFPB sued over errors in Freedom’s 2020 mortgage lending data and alleged a breach of its 2019 order. The court entered a settlement judgment requiring data controls and a $3.95 million penalty.
Admitted wrongdoing? Freedom neither admitted nor denied the complaint allegations, apart from jurisdictional facts.
$3.95 million civil penalty
Status: The court entered the judgment without deciding the disputed facts or law. The CFPB agreed to end its 2019 order when this judgment was entered. · CFPB action and judgment
-
Aug 17, 2023
Consumer Financial Protection Bureau Consent order
The CFPB found that Freedom gave benefits to real estate brokers and agents in return for mortgage referrals. The order required Freedom to stop the practice.
Admitted wrongdoing? Freedom neither admitted nor denied the findings, except the facts establishing CFPB jurisdiction.
$1.75 million civil penalty
Status: The order says it remains in effect for at least five years from August 2023, unless the CFPB ends or changes it in writing. · CFPB referral order
-
Jul 30, 2020
Massachusetts Division of Banks Consent order
Freedom could not confirm the accuracy of mortgage lending data it had given the state. The state said it could not complete a community investment or fair-lending review. The order required data checks, staff training and progress reports, and ended and replaced a 2016 order.
Admitted wrongdoing? Freedom agreed to the order without admitting the state allegations or a violation.
$25,000 administrative penalty
Status: The state issued the order July 30, 2020. · Massachusetts consent order
-
Jun 5, 2019
Consumer Financial Protection Bureau Consent order
The CFPB found errors in Freedom’s mortgage lending data for 2014 through 2017, including inaccurate race, ethnicity and sex fields.
Admitted wrongdoing? Freedom neither admitted nor denied the findings, apart from jurisdictional facts.
$1.75 million civil penalty
Status: The CFPB and Freedom agreed to terminate this order when the 2024 judgment entered. · CFPB 2019 data order
-
Apr 15, 2016
U.S. Department of Justice and HUD Settlement
Freedom agreed to resolve federal allegations about FHA-insured loans it originated and underwrote. The matter concerned lending and FHA certifications, not a finding about today’s loan-servicing calls.
Admitted wrongdoing? The Justice Department says Freedom admitted that, from January 2006 through December 2011, it certified some loans for FHA insurance that did not meet HUD underwriting requirements. The admission concerned those loans and that period.
$113 million settlement
Status: Settlement announced April 15, 2016. · Justice Department settlement release
These are selected official actions with a clear record and outcome. A consent order resolves an enforcement matter under its terms; it is not a court ruling on a borrower’s individual loan.
What the federal rules say about common problems
Federal deadlines have exceptions; a counselor or lawyer can apply them to a particular loan.
- 1
A suspected servicing error can be put in a written notice
A borrower can send a notice of error to the servicer’s designated address. The rule requires an acknowledgment within five business days and a response within 30 business days. Use the designated address on the current statement or ask Freedom to identify it.
Source: CFPB notice-of-error rule
- 2
A request for loan information has its own response clock
A written request for information gets a response within 30 business days. A request for the loan owner’s identity has a shorter, 10-business-day deadline. The rule allows a servicer to designate an address for these requests.
Source: CFPB information-request rule
- 3
A complete hardship application can require a written review
When a servicer receives a complete loss-mitigation application more than 37 days before a foreclosure sale, federal rules require a written decision within 30 days.
Source: CFPB loss-mitigation rule
- 4
A transfer has a 60-day payment protection
If the old servicer receives an on-time payment within 60 days after the transfer, federal rules bar the new servicer from treating it as late or charging a late fee.
Source: CFPB transfer rule
Get the next edition of this page by email
One email when the next edition is out, expected in January 2027. Unsubscribe anytime.
Thanks, that helps.
Questions about Freedom Mortgage
What is Freedom Mortgage’s customer service number?
The company lists 855-690-5900 for Customer Care. Its contact page lists weekday hours of 8 a.m. to 8 p.m. Eastern and Saturday hours of 9 a.m. to 2 p.m. Eastern.
How do I ask Freedom Mortgage for payment help?
Freedom says borrowers can sign in to start a request or download the Hardship Assistance Request under Help Center, then Forms. Its contact page says the completed form can be emailed to LossMitigation@FreedomMortgage.com.
Where can I send a notice of error?
A notice of error goes to the address Freedom designates for those notices. The current statement or servicing notice may identify it; Freedom’s contact page gives a customer-service route for asking. Its payment and payoff addresses serve different purposes.
Does Freedom still own RoundPoint?
No. The buyer’s SEC filing says Matrix Financial Services, a Two Harbors subsidiary, completed its purchase of RoundPoint from Freedom in September 2023.
What does a late CFPB complaint response mean?
It means the CFPB marked the company’s reply to the complaint as untimely. From January 2025 through October 19, 2026, 18 of 2,506 Freedom complaints carried that flag.
Protect yourself from scams
The FTC and CFPB describe these warning signs and the rules behind them:
- Upfront fees for promised relief are a warning sign. Under FTC mortgage-assistance rules, most companies that sell mortgage help cannot charge until a homeowner accepts a written offer from the mortgage company or lender. A separate FTC rule covers debt-relief companies that sell by phone and ties fees to a completed debt arrangement. It bars a fee until at least one debt has been settled or changed, the customer agrees to the arrangement, and the customer has made a payment under it. The FTC describes a narrow exception for lawyers who give help as part of the practice of law and are licensed in the state where the client or dwelling is. The lawyer follows that state's rules for attorneys, and advance fees are placed in a client trust account before services begin under state trust-account rules.
- HUD-approved foreclosure-prevention counseling is free. HUD’s national counselor line is 800-569-4287. The CFPB counselor finder lists agencies and their services. If an organization charges for help described as free HUD counseling, the CFPB finder can verify the agency and its listed services before any payment.
- A request to sign over a deed is a warning sign. The CFPB identifies title-transfer schemes among foreclosure-relief scams. Signing over title can mean losing ownership of the home; a lawyer can explain what a proposed document would do.
- Foreclosure protections depend on timing and the loan. Regulation X generally bars the first foreclosure notice or filing on a principal-residence loan until the borrower is more than 120 days behind, subject to exceptions. A complete assistance application can delay some foreclosure steps, but that depends on when it arrives; it does not necessarily stop every step. The CFPB warns about promises to “save” a home.
Free help if you're behind
Housing counselors approved by the U.S. Department of Housing and Urban Development work at nonprofit agencies. The Consumer Financial Protection Bureau describes free foreclosure-avoidance counseling, including help with mortgage-company conversations and available options Source CFPB.
-
HUD-approved housing counselors
Our help directory lists 1,010 agencies approved for foreclosure counseling, by state.
-
Legal aid
Nonprofit law offices give free civil legal help to people with low incomes. Our help directory lists the 120 offices the Legal Services Corporation funds.
Every figure on this page, with its period and the CFPB filter behind it, in one file. Free to use with credit to American Default Research.
Sources and method
We gather the data, run the numbers and research each company ourselves. The CFPB publishes complaints without verifying each account. We counted CFPB mortgage complaints filed under “Freedom Mortgage Company” through October 19, 2026. The CFPB assigns these complaints to “Freedom Mortgage Company”; the company and regulator orders use the name Freedom Mortgage Corporation. Issue shares begin May 1, 2017, after the CFPB changed issue names. Recent comparisons use the median of 40 other companies with at least 200 mortgage complaints since January 2025. “Late” uses the CFPB timely-response field. Updated: October 2026 · Next review expected: January 2027.
- Consumer Financial Protection Bureau, Consumer Complaint Database Mortgage complaints about the company, received through Oct 19, 2026. Our counts from the CFPB's complaint records.
- Customer Care line, hours and hardship form route
- Mortgage payment assistance options
- Welcome and transfer information
- Proposed Seneca purchase, March 2026
- RoundPoint sale completion, September 2023
- CFPB enforcement records
- 2020 consent order
- 2016 FHA underwriting settlement and admission
We write with assistance from AI tools. Figures come from the data and sources named on this page.