Mortgage -- Trouble during payment process -- Complaint #18127374
Complaint Overview
Complaint ID: 18127374
Company: Freedom Mortgage Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Private mortgage insurance (PMI)
State: Georgia
ZIP Code: 30701
Date Received: 2025-12-03T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
The company refuses to drop PMI, will not clarify why they will not remove PMI. They will not say when they will drop PMI. And they are very unresponsive. History : I applied for a Partial Release XXXX of XXXX. In XXXX, the Partial release was conditionally approved " Pending removal of PMI ''. I obtained a new appraisal showing the XXXX was well below 80 %. Freedom Mortgage advised that I needed to follow up with " XXXX '' to have PMI removed. I did follow up. XXXX responded, confirming a PMI cancellation date effective XX/XX/2025. I provided this information to Freedom Mortgage, and they then stated the partial release was approved, and I would receive paperwork on XX/XX/XXXX. However, I received no paperwork. I emailed back on XX/XX/XXXX, and they stated PMI still shows as active on the account. They emailed back on XX/XX/XXXX, saying the partial release had been approved. However, PMI was still being deducted from my payment. I opened a ticket on their web portal on XX/XX/XXXX and received an automated response on XX/XX/XXXX at XXXX XXXX stating, " My request to remove PMI is denied. '' I called multiple times, was put on hold indefinitely, and the call was dropped numerous times. I then emailed back on XX/XX/XXXX. They responded, saying they would investigate. I've followed up multiple times ; I've wanted a phone call to sort this out, but they claim it's with another person or department and will provide no other information or follow up.
Frequently Asked Questions
What is Complaint #18127374 about?
Complaint #18127374 was filed against Freedom Mortgage Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-12-03T12:00:00-05:00.
How did Freedom Mortgage Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Freedom Mortgage Company?
Yes, visit the Freedom Mortgage Company company profile at readthecomplaint.com/company/freedom-mortgage-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.