Home Point Financial Corporation

2018-03-07

Berkeley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-06

WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My existing mortgage was being serviced by XXXX XXXX. In 2017, Home Point Financial Corporation purchased XXXX XXXX. My mortgage had been set up for auto-payment with XXXX XXXX. About a week ago, I received a notice that my XX/XX/XXXX mortgage payment was past due, and I was being assessed a {$72.00} late fee. I looked into the issue, and it appears that the XXXX XXXX payment system was discontinued and was transitioned to an online portal through Home Point Financial Corporation. I was required to create a new account in the HPFC portal, and my auto payment was not setup in the system. I promptly set up the auto payment in the HPFC portal and submitted my overdue XXXX payment plus the late fee. I attempted several times to call customer service at the number listed on the website, XXXX, however I received various error messages or busy tones. I was not able to connect via phone. I emailed HPFC through the online portal explaining the situation and requesting a waiver of the late fee. However, when I received a response a week later, the response only provided my balance due amount and directed me to either call or email HPFC with further questions. I am unable to get through on the phone to HPFC as the customer service number provided, XXXX is not working. Also, there is no customer service mailing address listed on the " Contact Us '' section.
Company Response: Closed with explanation

Timely Response

2018-03-06

Woodland, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXXwhen my agent called the bank to check on our offer, we received a counter. The foreclosure sale date was on HOLD per XXXX XXXX who is the file owner at XXXX. On Monday my agent sent in a new offer that was a FULL PRICE offer that met the banks net, and XXXX XXXX said she wouldn't be the person assigned. When my agent called TODAY she was told XXXX WAS INDEED still supposed to work it, but when my agent emailed her the documents she continued to write that she wouldn't work it. My agent called AGAIN today and was told that XXXX was supposed to return my agent's call, but hasn't. I'm told it has to be postponed TODAY or else there is no chance of getting the foreclosure placed on hold, how can this be okay when we have a full price offer?
Company Response: Closed with explanation

Timely Response

2018-03-05

WI

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I had my mortgage through XXXX XXXX and they sold my loan to homepoint financial.they sent me notification on this and once it got switched over my mortgage payment raised from XXXX per month to XXXX.thought at first they put a second homeowners insurance policy due to the fact my homeowners didnt get faxed over or whatever the case may have been but after talking to my insurance agent that wasnt the case.iv been trying to contact them daily for the last month and a half.have NOT received a call back or even an email back what so ever.the only person Ive talked to was in the insurance department and they keep transferring me to a different department because apparently they cant tell me why my mortgage has raised that much while having a fixed interest rate.once transferred they wait time has been anywhere from 15m-30m wait.iv sat on the phone for HOURS waiting after a few hours the phone just hangs up.no one there will talk to me about it or even email me about it.in the month and a half of trying to get ahold of them i have yet to hear a word back on this topic.in the mean time iv had my insurance agent re-fax my homeowners policy to them and i know they have gotten it.so now idk what to do other then this which was suggested to me through my original mortgage lender.i have all emails and all phone call records on hand just am not able to attach them for some reason.
Company Response: Closed with explanation

Timely Response

2018-03-05

Portland, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-02

Cedar Hill, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-02

AR

Trouble during payment process

Mortgage: VA mortgage

Complaint: This email was sent to Home Point Financial and explains my complaint : After trying to call you on multiple occasions and being disconnected after 30 minutes of wait, I finally reached a voicemail and left a message about a letter you sent me that said I missed a payment, I have never heard back from you and it has been several days. I have never missed a payment on my mortgage and since you bought my loan nine months ago all of my electronic payments to you through XXXX XXXX have gone through. The last payment was credited to you on XX/XX/XXXX and I am about to send another payment for XX/XX/XXXX but I need to hear from you so that you can figure out why I was sent such a letter. If I dont hear back from you today I will be making a complaint to the CFPB about your practice of collecting my funds on time while trying to get me to pay an additional payment and late fees on a bill that has already been payed according to XXXX XXXX. Nothing has changed in the way I pay your bill electronically through XXXX online banking and you havent sent me anything that would indicate a change on your part. It is sad that you can not be reached by phone or through the internet as both where tried on your established phone numbers and website. You should be ashamed of your business practice of being unavailable after you send out erroneous late letters in order to prompt additional payments and fees on mortgage payments that are not late. I would contact the XXXX but I see you are not a part of that organization for obvious reasons. I hope I hear back from you quickly before I start contacting the state and federal resources that will answer the phone and assist me in getting you to respond about you erroneous late payment letters to home owners that require them to make another payment with erroneous late fees. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-02

Chestnut Street, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-27

FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I had a problem with mistakes made on my escrow assessment for next year. After finding all the mistakes I contacted my mortgage company.in XXXX of XXXX.After talking to three different agents I was finallly able to resovlve the mistakes. I was told by the last agent that the corrections would be reflected on my XX/XX/2018 statement. The corrections were made but they didn't make the adjustment on my monthly payment. Most recently I talked to an agent on XXXX to inquire about not receiving my monthly statement. She informed me they would be in the mail by end of the week.I told her that was not sufficent time to make my payment which due XXXX XXXX. All she could say was she was sorry. I ask to talk to her supervisor. She informed me he would have to call me back in an hour. I neverreceived a cal until five hours later. After explaning everything to the supervisor he said he had to get with the escrow people and would call me back XXXX XXXX. After waiting all day I did not receieve a retyrn call On Monday XXXX I calledmy mortgage company again. After waiting for a half hour I finally was connected with an agent. After asking him why the supervisor didn't call me he informed me they were very busy. I asked to talk to his supervisor and he said there wasn't one on duty. I asked the same agent if they were going to extend my grace period because I hadn't receieved my statement yet. He informed me I did receieve oline. I told him I did not sign up for paperless billing. He once again told me I did receieve my staement online. I once again told him it was not proper because I didn't sign up for paperless billing. Eventually the agent hung up on me. I have not received a return call from the supervisor and still haven't received my monthly statement
Company Response: Closed with explanation

Timely Response

2018-02-26

Brkn Arw, OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-23

Alhambra, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-21

Somerset, KY

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-20

Fenton, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-12

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2018-02-12

Gloucester City, NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My home owners insurance lapsed XX/XX/18. Home Point Financial is my mortgage company, they haven't sent payment l. I have tried calling and emailing also representatives at XXXX have tried as well.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-11

Bremen, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: We Closed on a {$260000.00} XXXX XXXX on XX/XX/2016 with XXXX XXXX, due to an enticement of $ XXXX XXXX credit at closing ( see attached closing document ) which I was told would fund my property tax & insurance escrow & payments , among other items. I was told by the mortgage broker, XXXX XXXX, that I had to have an escrow to receive the full funding and I could cancel the escrow in the future because my loan to value was only 30 % - 40 %. I would NOT have accepted the mortgage without that proviso. This is supported by verbiage in the closing documents ( attached ) which states, a ) " For now, you will have an escrow account ... '', and on the same page, b ) " In the future, you may be able to cancel your escrow account, but if you do, you must pay your property costs directly. '' I am prepared to do this, as I have had many different homes & mortgages for XXXX years and have always paid my own taxes & insurance. In XX/XX/XXXX XXXX merged with HomePoint Financial, who now services the mortgage, and is now requiring a significant increase in my payments to cover their required " cushion ''. Upon receipt of this significant increase notification, I called to cancel the escrow & was told by a customer representative I could not, as this was a HomePoint Financial requirement. I explained those were not the terms of my mortgage and that didn't matter. I spoke to a HomePoint manager in XXXX, TX, XXXX XXXX, who reiterated the HomePoint policy of required escrows. In addition to being in breach of the contract we signed with XXXX, which contract survives their merger, I believe that this is merely a mechanism to slowly regain the funds given to me at the original closing by retaining thousands of " excess '' dollars of my money in their reserves earning interest & gains for them versus in my accounts. Im sure they take this unlawful and unethical approach with as many customers as will let them. With as low of a Loan-To-Value ratio as ours is, 30 % - 40 %, they have zero risk of losing money due to non-payment of taxes or insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-10

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-08

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My monthly Morgage payment increased by approximately $500 due to escrow shortage that XXXX XXXX XXXX require that I pay over 12 month period (in addition to my mortgage). I believe the issue is the result of Homepoint erroneously sending me a refund end of XX/XX/XXXX that should have been applied to escrow in XX/XX/XXXX which caused the shortage. After speaking to various representatives and at least 3 supervisorsecond the repayment was adjusted over 24 months. The lower amount is better however it still causes an unnecessary strain on my finances. I inquired about the refund several tines before cashing and spending the money returned to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-05

WA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: I'm attempting to payoff a loan with Home Point Financial Corporation. Even though I have paid off virtually the entire loan except for perhaps XXXX cents of interest that might be due, when I called Home Point Financial Corporation today, I was told that I owed my usual monthly payment of {$2600.00}. I paid almost the entire loan through debit payments from my checking account. For some unfathomable reason, this business insisted that I couldn't make the payoff amount of {$88.00} effective throughXX/XX/XXXXby debiting it from my bank account, which I had done to pay off the rest of the original {$390000.00} loan. They offered two inconvenient options. One option was to wire the money, which would cost me a {$25.00} wiring fee. The second one was to mail certified funds, and try to estimate the interest to anticipated day of receipt of mail. On XX/XX/, I mailed a money order in the amount of {$88.00} ( {$88.00} plus {$0.00} to cover 5 days of interest beyond the loan payoff effective date of XX/XX/ ) and the post office estimated that mail would be delivered XX/XX/. I included interest to cover delivery delayed until XX/XX/. Unfortunately, delivery was delayed until XX/XX/. I spoke with a supervisor named XXXX XXXX on XX/XX/, and she stated she would help me make the payment by phone if I call back on XX/XX/ or XX/XX/. I called back today. The customer service representative ( XXXX ) hung up on me after a 30 minute phone call without getting me through to XXXX 's voice mail, and the second time, after waiting for almost half an hour, he proceeded to continue to argue with me and then after a delay of another 10 minutes, forwarded me to the wrong voicemail ( someone named XXXX ). XXXX did confirm that a money order payment of {$88.00} was received on Friday, XX/XX/. I would like to pay whatever amount I might owe at this time ( probably XXXX cents based on the daily per diem and the fact that I only included XXXX cents of per diem interest to cover delivery until XX/XX/ and delivery actually occurred on XX/XX/ ), and I would like to do this by debiting it from my bank account as I have done to payoff virtually the entire loan. I don't understand why this business doesn't allow this option as it guarantees timely delivery of payment unlike mailing the payment and also doesn't require an extra {$25.00} payment as would be required for wiring the funds. I have paid off a car loan by debiting the payoff amount from my checking account. My student loans can also be paid off by debiting the payment from my checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-02-02

Ponce Inlet, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-31

GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Im writing this letter in hope you could intervene and get Home Point to properly review our loan for assistance options. The issue started in XX/XX/2017, when I was injured while on the job. Up until this point, I had a dependable salary, XXXX. After the accident, I was assured workmans comp would help while I was focused on recovery. Unfortunately, they were difficult to work with, and I eventually had to take them to court to cover even the medical expenses. I, of course, had an emergency fund but this was exhausted by XX/XX/XXXX. During this time I did what I could to keep myself afloat. When I first contacted XXXX XXXX XXXX, they set me up with a forbearance, which I was grateful for. Sadly, when it came to the end of the year and I could get back on track, no one at the bank would speak to me. When I finally received correspondence, I was shocked to learn that I am now in danger of losing my home. It has been a difficult year, with the injury, rehabilitation and associated medical expenses that I had to pay out of pocket. My workmans comp case is now in meditation, and will be resolved soon. I started receiving XXXX XXXX payments late last year. The last step is to get my mortgage back in good standing, which I have been trying and would like to do. I need a reasonable, affordable payment plan. Home Point refuses to help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-01-23

Gloucester City, NJ

Trouble during payment process

Mortgage: VA mortgage

Complaint: I am a decorated XXXX XXXX veteran who is tax exempt. Notified the Mortgage company last XX/XX/XXXX yet they paid my taxes anyway. ( took six weeks to get the money back ) Then they lowered my payments to exclude taxes. Last week they paid my taxes again even after being told by the local tax collector not too and put my escrow account in default. Spoke to them on the phone emailed them sent them all of the documents to no avail. Was told by them last Thursday that I am responsible for the escrow deficit. They will not stop paying taxes even the fact that there is not enough money in the escrow account. I do not have the money to make that up and they are going to raise my mortgage payments to make up for the taxes that I do not owe. I do not know how to stop them. Need your help
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-01-22

Palmerton, PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: XXXX XXXX XXXX which XXXX, Customer Service, XX/XX/XXXX, called me and said this call was being recorded and monitored. I said I will also record this call as well and XXXX said, " Okay. '' XXXX told me my escrow surplus check of {$1000.00} was processed on XX/XX/XXXX. He said it was sent to my address by United States Postal Service. I asked him if it was sent certified mail and he replied no. It seemed odd and he put me on hold and returned approximately 10 minutes later and said the check number was XXXX. XXXX i.d . XXXX called from ( XXXX ) XXXX. After XXXX returned he said he saw that the surplus check wasn't cashed and confirmed my address and said he would be a stop on the check and my escrow surplus check would be mailed on XX/XX/XXXX and I would receive it in 7-10 days. However, on XX/XX/XXXX I received an email from someone else stating that I could not receive my escrow surplus of {$1000.00} until my mortgage was current and then I can ask for it. On XX/XX/XXXX I paid 2 payments which included XX/XX/XXXX and XX/XX/XXXX mortgage payments and asked if this escrow surplus amount could be applied to XX/XX/XXXX which was {$800.00}. As they monitor all calls and they are recorded they would have proof of this information and I was told that they would apply it to XX/XX/XXXX statement. I thought they would do this as it's illegal to keep more than {$15.00} and that is actually on the back of their statement. I did not know that they didn't apply this escrow surplus as it's a Federal Law until I tried to sign into my account online and pay XX/XX/XXXX 's statement. I spent 3 days trying to make a payment by phone as I kept XX/XX/XXXX=XX/XX/XXXX. On XX/XX/XXXX after holding for 36 minutes and my friend was on the other end as a witness as she was connected through a conference call. I was instructed by a different customer service rep who didn't know how to handle this and said that I couldn't pay XX/XX/XXXX and had to pay XX/XX/XXXX statement which now including inspection fees of {$45.00}. She had XXXX call me XX/XX/XXXX XXXX XXXX ET. XXXX told me that he is showing that I have a conventional loan, however, when I signed to refinance with XXXX XXXX at XXXX XXXX XXXX. this was a HUD-1 loan. XXXX told me that XXXX XXXX is the same company as XXXX XXXX XXXX as I wondered if this is a legitimate company as I've had so many problems with them in the past. They also lied to your company as I never told them I didn't want a loan modification loan. On XX/XX/XXXX I received a notice of servicing transfer stating new servicer is XXXX XXXX XXXX . Servicing Department and the current servicer is XXXX XXXX XXXX their servicing department. I went through all my paperwork today and found this and I could never find any information on XXXX XXXX XXXX XXXX which legally they are supposed to let me know 30 days in advance if the servicer changes. XX/XX/XXXX is the date of closing when I closed with XXXX XXXX XXXX as they refinanced my mortgage. I don't understand why they show my income being much higher than it was as I am XXXX and collecting social security XXXX. Anyway, something does not appear right with this corporation as Home Point tells me it's the same as Maverick but a letter states otherwise including a different loan number. When they informed you that they didn't receive my XXXX XXXX 's diagnosis until XX/XX/XXXX when I applied for a loan modification this is false. I have a witness who heard the telephone call in XX/XX/XXXX as my phone was on speaker and as all calls are recorded they should provide you with that. I was told every form needed was received and a decision would be made at the end of the month. It was obvious that I was given a run around. I also have proof that I was in the ER due to XXXX XXXX XXXX and had a XXXX XXXX and my diagnoses was XXXX XXXX XXXX and my XXXX had XXXX and they administered XXXX XXXX XXXX XXXX XXXX. I followed up with my XXXX XXXX and as he ordered a XXXX I was diagnosed with a XXXX XXXX XXXX XXXX XXXX XXXX which is a XXXX XXXX XXXX XXXX XXXX. I also get XXXX XXXX and this company has caused my XXXX XXXX XXXX XXXX again and I was seen by my XXXX XXXX XX/XX/XXXX and had XXXX in my XXXX. I told XXXX XXXX XXXX XXXX that I needed help with the loan modification when they said, " As it's getting closer to the end of the year in XX/XX/XXXX I would have to start it all over again. '' I started the loan modification in XX/XX/XXXX. I sent everything they needed certified. I do not file income tax as I receive social security XXXX income and XXXX. My income with my XXXX child who was only XXXX years old and not XXXX years old which XXXX listed on closing XX/XX/XXXX was {$1700.00} monthly and ( {$550.00}. was under my son 's name as he is a minor and he still is. ) I do feel I got the run around and I honestly feel they never intended to keep me a loan modification. It seems apparently many mortgage companies did this as I am seeing a class action lawsuit. Now, I am being charged {$240.00} per XXXX and this is an error. I can not talk to any supervisor and they are not there to help me and this is making my anxiety worse and my other diagnoses worse which include major XXXX and XXXX as I was XXXX XXXX XXXX XXXX in XX/XX/XXXX. I cry everyday as they make a mockery out of me. XXXX said I would receive this escrow surplus which I need desperately and my minor son 's needs can't be take care of and now I am told they will not release my money. So, my son can not get the application form into college because of this. This company is lying to you and in XX/XX/XXXX they didn't wait 2 months for this doctor 's letter. It was faxed to them immediately and there is proof of it. They think I am some stupid woman who is a single mother and they feel they can do anything to me as I can not afford an attorney. Can you please help and not just take their word for it. If you read the employees reviews of this company it may tell you a different story as they can not even get Paid time off and they have to take sick days. Maverick Funding has mostly 2 star reviews costing people thousands of dollars. I don't know if they are legitimate but it sure doesn't appear that way. They should owe me money as they held my escrow surplus check. Does the Federal government penalize mortgage companies for this? This is the truth and if you need attachments I can provide them but please do something about this company as I can not take it physically or mentally. They want to foreclose and they are not there to help me. Please read this and you will know the truth. I hope I can help others because I'm ready to disclose them on XXXX because I don't want to see innocent people going through what I did. I am honest and yes I need a loan modification. XXXX on XX/XX/XXXX said he doesn't feel that they still offer them. XXXX on XX/XX/XXXX told me they do offer them. If a lawyer can take this case and help with the loan modification that would be great because everyday I am crying and I don't care anymore. They will break your soul and I cry every day and I can not sleep and I can not eat. I keep losing weight and it's so stressful that I feel you will automatically take their part because they have more powerful attorneys and attorneys make a difference with the judges in this country. Justice is not blind like it was supposed to be.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-22

Santa Clarita, CA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-18

Aransas Pass, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response