Consumer complaint received 2024-12-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Freedom Mortgage Company
State: LA

Complaint narrative:
On XX/XX/XXXX I sent the following message : I would like to have the property inspection fees removed from my account. If they can not be removed, I would like documentation that supports that property inspections were performed including the company that inspected the property, date of inspection, contact information, and any reports or findings from the inspection. 

They responded on XX/XX/XXXX with the following : XX/XX/XXXX Dear XXXX XXXX XXXX, Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding property inspections. We appreciate the opportunity to assist you and hope you find the following information helpful. 

We apologize but we are unable to remove the property inspection fees from your account. Also, we can not provide you with documentation that supports that property inspections were performed including the company that inspected the property, contact information, and any reports or findings from the inspection as these are internal documents. I can inform you that the last inspection took place on XX/XX/XXXX and an inspection fee of {$30.00} was assessed to your account. 

Also, inspections are conducted from the exterior of the property. They are performed in order to ensure that the property is not vacant, and that the property is being maintained in accordance with city codes. They are generally ordered as a result of delinquency. Attached is a copy of your payment history, Note and Deed of Trust, these documents include information pertaining to the inspections. 

Did you know Freedom Mortgage offers paperless statements? If you havent already, it only takes a minute to enroll! Simply go to the Statements tab and click the Go Paperless toggle at the top right of your screen. Confirm your enrollment when prompted and youll be all set! 

If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX, and Saturday XXXX XXXX, Eastern Time at ( XXXX ) XXXX. 

Sincerely, Customer Care Team Freedom Mortgage Corporation I then sent two more messages on XXXX and XXXX, again asserting my right to proof that the inspections took place if I am being requested to pay for them. Freedom Mortgage responded with the following on XX/XX/XXXX : Dear XXXX XXXX XXXX, Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding your complaint. We appreciate the opportunity to assist you and hope you find the following information helpful. 

Please note additional research is required and we are working diligently to respond to your concern. Our research should be completed by XX/XX/XXXX. The findings will be sent to you via our secure message center once the research is complete. 

Did you know Freedom Mortgage offers paperless statements? If you havent already, it only takes a minute to enroll! Simply go to the Statements tab and click the Go Paperless toggle at the top right of your screen. Confirm your enrollment when prompted and youll be all set! 

If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX to XXXX, and Saturday XXXX to XXXX, Eastern Time at ( XXXX XXXX XXXX. 

Sincerely, Customer Care Team Freedom Mortgage Corporation On XX/XX/XXXX ( after the date they said I would hear from them ) I received the following : XX/XX/XXXX Dear XXXX XXXX XXXX, Thank you for contacting Freedom Mortgage Corporation ( Freedom Mortgage ). We received your request via our website on XX/XX/XXXX, regarding property inspections completed and property inspection fees assessed to your account. We appreciate the opportunity to assist you and hope that you find the following information helpful. 

The property inspections consist of an informal inspection conducted from the exterior of the property and are performed in order to ensure that the property is not vacant, and the property is being maintained in accordance with city codes. These procedures are done when the loan becomes forty-five days delinquent, and the cost of this service is charged to the account in accordance with your signed loan agreement and can vary in amount. 

On XX/XX/XXXX, a property inspection fee of {$30.00} was assessed to your account following a property inspection. This inspection was completed due to the account being delinquent for the XX/XX/XXXX, and XX/XX/XXXX, due dates. On XX/XX/XXXX, a property inspection fee of {$30.00} was assessed to your account following a property inspection. This inspection was completed due to the account being delinquent for the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, due dates. The total uncollected fee balance as of the date of this correspondence, is {$60.00}. 

Your loan is contractually due on the XXXXXXXX of each month per the terms of your Note. We are unable to change the due date. You do have a grace period of 15 days from the due date before a late charge is assessed. Payments received after the XXXX of the month will receive a late charge. Payments received after the last day of the due month may be reported negatively to the credit bureaus.

Please be advised that we respectfully decline your request for copies of protected documents, including but not limited to copies of system notes, call logs, master agreement, manuals, property inspection reports and appraisals, etc., if they exist may be proprietary, confidential, and/or otherwise protected from disclosure and dissemination. Therefore, we are unable to provide you with copies of such documents unless court ordered. 

As of the date of this correspondence, your account is current with a next due date of XX/XX/XXXX, for {$1600.00}. 

Did you know Freedom Mortgage offers paperless statements? If you havent already, it only takes a minute to enroll! Simply go to the Statements tab and click the Go Paperless toggle at the top right of your screen. Confirm your enrollment when prompted and youll be all set! 

If you need to speak with a Customer Care Representative, please call Monday through Friday XXXX XXXX XXXX XXXX and Saturday XXXX XXXX XXXX XXXX Eastern Time at ( XXXX ) XXXX. 



Sincerely, Customer Care Team Freedom Mortgage Corporation Freedom Mortgage has repeatedly refused to provide any proof that the property inspections I am being charged for actually took place. I would like them to be substantiated if I am to pay these fees.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation