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Contact us

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Questions about your mortgage?

Call one of our representatives about an existing or new home loan with Freedom Mortgage.

Are you an existing Freedom Mortgage customer with a question about your account? We can assist you at:

Monday - Friday 8 a.m. to 8 p.m. ET
Saturday 9 a.m. to 2 p.m. ET

Access your account to send your questions to our secured Message Center.

Want to apply for a new loan or check the status of your loan application? Please call us at:

Monday - Thursday 8 a.m. to 11 p.m. ET
Friday 8 a.m. to 10 p.m. ET
Saturday 8 a.m. to 2 p.m. ET
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Written requests

You may also send us a notice of error or Request for Information. Under the Real Estate Settlement Procedures Act, a notice of error or Request for Information is a written correspondence (other than notice on your payment coupon or other payment medium supplied by us) regarding the servicing of your loan which includes your name, account number, and the reason(s) you think your account is in error or sufficient detail regarding the information you are seeking.

To submit a notice of error or Request for Information, please use the following address:

Request for Information / Notice of Error

To submit a RESPA Qualified Written Request ("QWR"), assert an error or request information about the servicing of your loan, you must use the designated address.

P.O. BOX 50428

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Frequently asked questions

How to set up my online account?

To create a new account select Register Now from the Login page. You will need your ten-digit loan number to set up your account the first time, which can be located on your monthly mortgage statement or Welcome Letter.

How can I view my mortgage information?

Once you have logged into your account you may see more than one loan if you have multiple accounts. You'll see the loan number, property address, next payment due and previous payment that has been posted to your account. For more detailed loan information, select View Details for the loan you want to view.

What are the payment posting times?

Any payment submitted after 10:59 pm ET will post on the next business day. Business days for the purpose of payment posting are Monday through Friday. A payment submitted at any time on a Saturday or Sunday will not post until the next business day.

Where do I mail my payment?

Mail your payment to the address provided on your last billing statement.

What is an escrow account?

It is an account, established in connection with your mortgage loan, and managed by Freedom Mortgage, to pay your:

  • Real estate taxes

  • Hazard insurance as required (homeowners, fire, flood, windstorm)

  • Mortgage insurance, if required

The escrow account does not pay for:

  • Supplemental tax bills, interim tax bills, special or added tax assessments, or any other fees that are not included in your property tax bill

  • Homeowners association fees

  • Premiums for non-required insurance policies, such as separate personal property insurance

Part of your total monthly mortgage payment will be used to fund the escrow account. If any of the fees being collected for escrow change, this could affect your monthly mortgage payment. For example, if your taxes go up this will make your monthly mortgage payment go up.

I received a letter from Freedom Mortgage with my new loan number. How do I log on?

  • You must first register for an online account

  • Have your new 10-digit loan number and Social Security number ready

  • When selecting a password, please make sure it is at least 8 characters and no more than 21 characters. Your password must also contain at least one letter and one number.

Can I get assistance if I can’t make my mortgage payments?

Please contact us as soon as possible if you won't be able to make your mortgage payment. Depending on your individual circumstances, assistance programs may be available to assist you. If you provide all required information and documentation about your current financial situation, we can determine if you qualify for temporary or long-term relief, including solutions that may allow you to stay in your home.

You can download a Hardship Assistance Request online by logging onto your account and selecting Help Center, then Forms. Print and complete this form and email it to or fax it to 1-866-505-0949.

How do I request the payoff amount for my loan?

You can complete a Payoff Request online by logging onto your account and selecting Make a Request. You may also contact our Customer Care representatives at 855-690-5900. We are available to assist you Monday through Friday from 8 a.m. to 8 p.m., and Saturday from 9 a.m. to 2 p.m. Eastern Time.

You may also send a fax at (877) 233-5843 or mail to P.O. Box 50485, Indianapolis, IN 46250-0401. Please note that we are not able to send a payoff quote to a third party without the borrower's authorization. Check that authorization is provided at the time of the request. Learn more about payoff requests.

How can I elect to go Paperless?

Login to your account and select Statement from Account Details. To stop receiving paper statements just slide the toggle button over. By enrolling in Paperless delivery, you will receive an email when your statement is available for viewing online. You can opt-out of Paperless at any time.

Does Freedom Mortgage offer loans for different property types?

Yes. Freedom Mortgage offers loans for primary homes, second homes (vacation homes) and investment properties.

  • Primary homes (owner-occupied primary residence) – the down payment can be as low as 3.5% for FHA loans; 100% financing may be available for VA loans.

  • Second homes – the down payment can be as low as 10% (conventional loans).

  • Investment properties – down payments are usually 20% or more.

For primary and second homes, mortgage interest may be tax deductible, depending on how much time you spend in the property. Consult your tax advisor for information regarding the deductibility of interest and charges. For more information about loan options for different property types, contact a home loan specialist at Freedom Mortgage.

What is a refinance?

A mortgage refinance takes out a new loan that replaces your old loan at a different interest rate or new loan term.

What are the benefits of a refinance?

If you refinance with an FHA or VA loan, the process is simple as some FHA and VA products require less documentation than conventional loans and do not require an appraisal, if you qualify. That allows closing to be quicker than a home purchase.

Learn more about your home refinancing options with Freedom Mortgage today.

What is a fixed-rate mortgage?

A fixed rate mortgage locks in your interest rate for the life of your loan.

Your base monthly mortgage payment (principal and interest) will always stay the same if you have a fixed rate mortgage (although your taxes and insurance may change)

If you stay in your home for a long time, a fixed rate mortgage may be more affordable than an adjustable rate mortgage. Contact Freedom Mortgage to learn more about fixed-rate mortgages.

What is an FHA loan?

An FHA loan is insured by the Federal Housing Administration (FHA), an agency of the U.S. government.

Because one of the FHA’s goals is to help more people become homeowners, FHA-insured loans have smaller down payments than conventional loans and other benefits:

  • Down payments as low as 3.5%

  • More flexible credit qualifying requirements

  • You may be able to use money received as a gift toward your down payment

An FHA loan is a great option for first-time homebuyers. There are many other benefits to FHA loans. Contact Freedom Mortgage today to find out if you can benefit from an FHA loan.

What is VA loan?

A VA loan is a mortgage guaranteed by the U.S. Department of Veterans Affairs (VA). The VA helps millions of active military members, veterans and eligible surviving spouses become homeowners. VA home loans are provided by VA-approved lenders, such as banks and mortgage companies and are backed by the government. VA loans offer a number of benefits to help veterans realize the dream of homeownership including:

  • Competitive rate

  • No down payment, as long as the sales price does not exceed the appraised value

  • No private mortgage insurance premium; however, a VA funding fee is due at closing unless granted an exemption by the VA

  • No pre-payment penalties

  • Minimum credit score or 550 for standard transactions. For a jumbo or other non-standard VA loan, please contact a Loan Officer.

We have a passion for serving veterans and we are committed to providing personalized mortgage solutions and the exceptional service you expect and deserve. Contact Freedom Mortgage today to get started.

What is a USDA loan?

The United States Department of Agriculture (USDA) offers a Rural Development mortgage program to help low and moderate-income borrowers become homeowners or rehabilitate dwellings in eligible rural and suburban areas. The program is offered in all 50 states and Washington, D.C.

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