At Freedom Mortgage, we know each person who calls us with questions about their mortgage payments has their own story and their own worries during these stressful times.
That’s why our customer care representatives listen and offer reassurance as well as practical solutions. We’d like to thank our customer Tonya W. for sharing her story in hopes that it would help others who are similarly struggling.
Tonya called us in April (during the COVID-19 pandemic confusion) after she learned her ex-husband had fallen behind on the mortgage payments for the house where she was living with their three children. Tonya was worried she might lose the home where she was raising her kids. Not only was she concerned about the missed payments, but she was worried that the problem might make it harder for her to buy a new home in the future. Tonya was upset and needed someone to listen and offer solutions.
Trudy, a seasoned Freedom Mortgage customer care specialist, listened to Tonya and took the time to truly understand her situation. After careful consideration, Trudy pinpointed a relief option that Tonya qualified for. This realization was a tremendous relief for Tonya, putting her mind at ease about her children’s security. Here’s what Tonya told us about Trudy:
Freedom Mortgage Customer
"Ms. Trudy definitely goes above and beyond. I explained my personal situation even vented about it and she was so kind, empathetic and patient with me. Ms. Trudy showed an enormous amount of understanding and obviously has a way with people that makes them feel comfortable sharing with her. You can tell she has a warm compassionate heart."
"There has been a huge weight lifted off my shoulders and I know it is because of Ms. Trudy. I don't know that I have ever dealt with anyone on the phone that has spent the time to listen and thoroughly explain all of my options as she has. I am grateful for her help and I am truly grateful for her kindness!"
Every situation is different. Our Customer Care team approaches every customer call and every request with the attention it deserves.
Throughout the COVID-19 pandemic, we are monitoring the situation closely to ensure we are able to offer the latest relief programs. We are giving our people the tools they need to work safely and effectively from home. And we are hiring more representatives to respond to the concerns of our customers.
If you have concerns about your ability to make your mortgage payments due to COVID-19? Please visit the Freedom Mortgage COVID-19 Update page for the latest information.
You can also call our Customer Care Team at 855-690-5900. Our business hours are Monday to Friday from 8:00 am to 10:00 pm and Saturday from 9:00 am to 6:00 pm ET.