Home Point Financial Corporation

2018-05-04

Mount Holly, OH

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-03

Darbydale, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-30

Orange, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-27

Brooksville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-24

Hinsdale, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We have desperately been trying to get Home Point Financial to resolve this problem before our real estate taxes are due! Believing that our XX/XX/ mortgage payment had been lost in the mail ( it had not cleared bank ), we called Home Point Financial on XX/XX/XXXX and asked if they had received our check to which they replied that " no, they had not received it ''. We then made a duplicate electronic payment through our bank. The very next day, the original check cleared resulting in a duplicate payment. We contacted Home Point and they said that if we faxed them a copy of our banking activity which showed that both the check and electronic payment had cleared, they would reimburse us for the double payment in 5 business days. We faxed the bank proof on XX/XX/XXXX. Home Point did not issue a check to reimburse for the double payment as promised. Instead, they applied the additional escrow portion of the double payment to our escrow balance ( increasing escrow balance ) and applied the additional principle amount to our principle balance ( reducing the principle amount to be paid off ). Where the interest portion, {$610.00}, of this duplicate XX/XX/ payment went is a mystery to me. Home Point claims it went to the payoff which is ridiculous since they were only owed 2 days of per diem due to our refinancing of the loan with a new lender onXX/XX/XXXX. ( We refinanced the loan with a new lender on XX/XX/XXXX and Home Point was wired payoff funds onXX/XX/XXXX ). The amount of the payoff funds that they received was {$190000.00} although the remaining principle balance was only {$190000.00}. The difference after applying the release fee of {$57.00} and 2 days (XX/XX/XXXX settlement ) of per diem of {$20.00} x 2 days is {$470.00} which was also owed to us by Home Point. We filed two separate complaints prior to this one, and as a result have finally received our escrow balance, and a refund of the overpayment of our payoff. However, we have not received a refund of the interest portion of the XX/XX/2018 duplicate payment ( approx. {$610.00} ) Home Point claimed in their response to complaint no. XXXX that the payoff statement from ourXX/XX/XXXX refinance was reduced by this interest amount, but that is a false statement. They were paid in full plus some on XX/XX/XXXX and the only interest they are entitled to for XX/XX/2018 is {$40.00} ( already figured in the payoff ). {$610.00} represents a full month of interest for XXXX which Home Point Financial is not entitled to! In summary, we were owed {$3500.00} for Escrow ; we were owed {$470.00} due to the overpayment of the refinance payoff ; and we were owed {$610.00} which was the interest portion of the duplicate XX/XX/2018 payment. This totals {$4600.00} that was owed to us by Home Point. As a result of our filing 2 complaints, we finally received the following checks from Home Point : Check no. XXXX for {$3700.00} ; check no. XXXX for {$240.00} ; and check no. XXXX for {$130.00}. These checks total {$4100.00}. Therefore, we are still owed {$520.00}. Please Home Point, do the math, and then check your math when you respond to this complaint. My next complaint will be to the Illinois Attorney General if this issue is not resolved.
Company Response: Closed with explanation

Timely Response

2018-04-24

Saint Augustine, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-19

Indianapolis, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-11

Philadelphia, PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-11

Downers Grove, IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-10

Mebane, NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-07

KS

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage company ( currently Home Point Financial Corporation, formerly Stonegate Mortgage ) provided me a notice in writing on XX/XX/XXXX that my mortgage insurance premiums would be removed when I reach a loan-to-value ratio of 78 % or lower and make 60 monthly payments. I did this, however, they kept charging me the premiums. They over-charged me by {$580.00}. They have stopped charging me, as of XX/XX/XXXX. I have made attempts over the phone, via email, and through their customer portal online to request the refund, however their response is that they looked into it, and that I'm not owed a refund. They will not tell me who I can talk to in order to appeal the decision
Company Response: Closed with explanation

Timely Response

2018-04-05

Hinsdale, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We accidentally paid XX/XX/XXXX mortgage payment to HomePoint Financial twice due to their holding our check past the due date. Although their response to our previous complaint # XXXX partially addressed this issue & the escrow portion of the overpayment was returned, HomePoint still owes us {$610.00} which is for the ( unearned ) interest portion of the double payment. In their response to our previous complaint they said no bank proof was provided to show double payment. This statement is not true as proof was provided on XX/XX/XXXX & again in attachment B of complaint XXXX. We have also sent numerous emails.
Company Response: Closed with explanation

Timely Response

2018-04-05

IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have a mortgage with this company. The mortgage closed in XX/XX/XXXX. The complaint is in regards to MIP ( Mortgage Insurance Premium ). The mortgage insurance premium was supposed to be when the loan reached a loan to value ration of 78 % or lower and 60 months of consecutive on-time payments have been met. I have met both of these criteria. The previous mortgage company that sold my mortgage to Home Point said I met the loan to value criteria. And that MIP would be removed on the XX/XX/XXXXbill. The value and original loan amount was for $ XXXX. I currently owe {$160000.00}. Which makes loan to value at 73 %, which is also what XXXX told me. Well on XX/XX/XXXXand XX/XX/XXXX I am still getting charged the MIP of {$180.00} a month. I've paid this for 2 months when I should not have. I believe I will continue to pay this because Home Point is not responding to my questions or emails. The previous communications with XXXX were not copied over to Home Point Financial online portal when Home Point bought my mortgage from XXXX. I've sent the mortgage company multiple questions via their website. Attached is the latest communications that show they have not answered my question. I called Home Point a month ago asking about this. Had to wait 30 minutes to talk to someone. When I was finally connected to someone they were unable to help me. But said they would have someone call me in a couple days. Well they never called me. The person I spoke to also said if I mailed a letter to Home Point asking them to remove the MIP, they said they would remove the MIP. I mailed them a letter. They never responded to the letter either. The MIP is still on our account. Ive also tried to contact them via their portal. See attached. Home Point did not follow through on their commitment to remove MIP, did not call me like they said they would, and they did not respond to my letter like they said they would. I would like some assistance with the company meeting their commitments.
Company Response: Closed with explanation

Timely Response

2018-04-04

Royston, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Traver, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-03

Carmel, NJ

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-02

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018my account was debited automatically in the amount of {$1900.00}. On XX/XX/XXXX XX/XX/2018 I made an additional payment of {$1900.00}. My banking intstitution placed a stop-payment for the payment on XX/XX/18( {$1900.00} ) however, the second payment made on XX/XX/18 was verified as clearing through my financial institution ( trace no. XXXX ) however HomePoint Mortgage has not applied it to my account after several attempts to speak to customer service to apply the payment. This has now reached the point where they are indicating they will report this activity to the credit agencies and have been unwilling to properly address the issue.
Company Response: Closed with explanation

Timely Response

2018-03-28

Hopkinton, RI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-03-28

Saint Petersburg, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-27

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-20

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage loan that is serviced by XXXX XXXX XXXX. XX/XX/XXXX, I contacted XXXX to inform them that I was switching home insurance carrier and that I would be paying the annual premium of XXXX. I requested a new escrow analysis to determine my new payment amount. In addition, I send them a check for {$1900.00} to reimburse them back for the payment that was made to the previous XXXX carrier. As of today, I have not received a copy of the new analysis or what my new payment would be. I contacted XXXX again on XX/XX/XXXX. I spoke the CS manager and she manually calculated the new payment to be XXXX, however I informed her that the online statement was XXXX. I requested XXXX reimburse me back the XXXX which was authorized and I would receive the funds in 5 business days. I have grown frustrated with the XXXX due them not being transparent about what my new payment will and the more importantly, the fact that they are still taking including the XXXX in the total monthly payment, even though I paid the full annual premium. The told me that if I pay the premium amount, a new escrow analysis would be conducted and my monthly payment would be reduced and not include XXXX. I felt like they have misinformed me and haven't not very helpful or transparent in addressing my concerns.
Company Response: Closed with explanation

Timely Response

2018-03-19

Wind Point, WI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-18

NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I got notice in XX/XX/XXXX of my monthly payment increasing due to an insufficient escrow amount. my escrow analysis shows a payment to an insurance company in XX/XX/XXXX for a policy that was closed ( wind/hail ) due to being added into my new homeowners policy. a gentlemen i spoke with stated that i hadn't submitted a cancellation of that policy so immediately transferred me to the insurance department which i had to hold again for. both the cancellation and new home owners policies were sent to the company on numerous occasions and were acknowledged to be received on two separate occasions by their insurance department. I called on numerous occasions to speak with someone regarding my escrow account and was on hold at least 7 times that I can recall in a 4 week period and still NEVER reached an associate, or reached one and was placed on hold. i spoke with a lady named XXXX on XX/XX/XXXX at extension XXXX and was told that she would be completing an off cycle escrow analysis to reevaluate my payment. XXXX told me that she would be in contact with me by XX/XX/XXXX. i called her on or about XX/XX/XXXX at the extension provided and left a message ( after being on hold for another 30 minutes to reach someone to transfer me ) that as of today, XX/XX/XXXX has still not been returned. i called back XX/XX/XXXX and was on hold 35 minutes prior to speaking with a gentleman that was very rude and stated that they didn't have an off cycle analysis on file for me and that they didn't do them. i tried again to explain my situation and the man told me that he wouldn't argue with me because he was right. i asked to speak with a supervisor and was again placed on hold, at the 5 minute mark ( total of 40 minutes on hold and still no resolution ) i had to disconnect due to a dr appt. i have been unsuccessful in getting in contact with any one that can explain to me why my escrow has increased $ XXXX/month in the 3 years I've had the home ; despite never missing a payment, whole first year paying extra, never once being late with a payment, having a fixed rate, decrease of $ XXXX/year in insurance premiums and not a single cent change in my property taxes. i have been attempting to have someone answer my questions since the receipt of my escrow analysis paperwork at the beginning of XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-03-16

Harsens Is, MI

Trouble during payment process

Mortgage: VA mortgage

Complaint: I opened the loan with Homepointe financial just under two years ago and my payment has gone up twice and I have not been able to get an explanation that makes sense and when asking to speak to supervisor theres never one available they Ive left three voicemails with three so called supervisors to no avail. Ive never missed a payment and I have a XXXX fica score theres no good reason for these increases if there is no one has offered to share it with me.
Company Response: Closed with explanation

Timely Response

2018-03-13

Hinsdale, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX we refinanced our home mortgage. The servicer on the previous loan has not returned our escrow refund. We have called several times and each time, they tell us a different amount that we are due, and they give us a different date as to when we can expect the refund check to arrive. We now believe that they may be lying to us because after several phone calls made to XXXX XXXX XXXX, finally on XX/XX/XXXX we were able to speak with a supervisor, XXXX XXXX. XXXX XXXX stated that a check was finally mailed to us on XX/XX/XXXX. However, as XX/XX/XXXX, this check had not been received. On XX/XX/XXXX, I emailed XXXX XXXX and asked her to provide me with the check date, check number and a copy of the refund check that she claimed to have mailed, so that I could be reassured that the check was in fact mailed. I also attached an XXXX document with an analysis of the escrow history ( which matched the analysis shown on their website as of XX/XX/XXXX within 1 day per diem ) and asked her to confirm that this would be the amount of our refund since our analysis was several hundred dollars higher than what XXXX XXXX told my husband it would be when they talked on the phone on XX/XX/XXXX. I requested that XXXX XXXX respond to my email inquiry by XXXX XXXX on Monday 3XX/XX/XXXX. I did receive an email response late on 3XX/XX/XXXX. However, XXXX XXXX did not include the check information that I requested and stated in the email that our refund had been cancelled and that a new one would be issued. Quite frankly, I do not believe that XXXX XXXX is telling the truth and highly doubt there was ever a check issued at all. She said that we would receive an analysis of the escrow before disbursement but never bothered to say when this would happen. Our closing was on XX/XX/XXXX and Home Point Financial received their funds on XX/XX/XXXX. That is well over 5 weeks ago. What is most unsettling is that they are very hard to reach by phone, and when we do finally get to speak with an actual person, they give us false information.
Company Response: Closed with explanation

Timely Response