Home Point Financial Corporation

2019-09-12

Hicksville, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Refinance loan was done through this lender and the lender never paid the old bank with the pay off amount. so therefore now there is 2 loans showing on my name, where the 1st one should've have been paid off by this lender when i did the refinance.
Company Response: Closed with explanation

Timely Response

2019-09-12

Cranston, RI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-09

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: During the month of XXXX I have sent the company 2 validated cashier checks for my mortgage and the claim they have not received non of the payments. I have proof of them receiving the certified mail through the us postal service. So no I am XXXX missing and migrate not paid for XXXX. I call several times a day and they tell me the same thing that they dont have it
Company Response: Closed with explanation

Timely Response

2019-08-27

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a home mortgage serviced by Homepoint Financial. Every year they ask for proof of insurance even though they get a copy of it from XXXX XXXX. They are slow and inefficient and every year the harassment from them is a royal pain. Eventually they get the proof and then the issue is dropped for another 12 months. To be clear the property has never been without insurance from my XXXX XXXX, it has never lapsed. This year there was an added twist, they did not like how the insurance was titled, same title that the property has had since the loan was closed. It took me four months to get that resolved -- while that was going on, they placed forced insurance in place and an insurance escrow with a catch-up fee. I was able to get the forced coverage waived but with the new escrow and " catch up '' payment the monthly payment went from {$290.00} to over {$800.00}. When I called the first time the person, I spoke with said the payment should be adjusted to {$290.00} soon and not to make the payment and the late fee would be waived. Now it is the XXXX, the catch-up payment was finally eliminated but the escrow has not and now they want to charge the late fee. I still should not have to pay an escrow since the payment to XXXX XXXX has been made so now I have to come out of pocket for an insurance payment ( that is double what my insurance costs currently ). To date and after three more calls and one e-mail to them they still have not made the adjustment to get my payment to {$290.00}.
Company Response: Closed with explanation

Timely Response

2019-08-26

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-23

Airmont, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-22

Santa Ysabel, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: We have auto deduction on the XXXX of each month in the amount of the payment {$2000.00} for our mortgage. XXXX, XXXX XXXX all cleared with no issues. On XX/XX/XXXX Homepoint Financial deducted {$4200.00} without any reason or notification. I am a 100 % XXXX veteran, caring for my wife with XXXX XXXX XXXX on a fixed income. This deduction without warning caused great distress and concern in an already chaotic life. The bank returned the request on XXXX as an overdraft and charged me a bounced check charge of {$33.00}. I did not become aware of the issues until I received a notice from Homepoint dated XX/XX/XXXX ( see letter ). The notice was surprising in the fact that the payment was returned but also, they had requested {$4200.00} for payment. This is over twice the amount of my regular payment. Also indicating I owed them {$25.00} return charge. I tried to call and speak to someone for days- it was not only impossible to get through to a person, but when I did, they could not explain why they increased my payment and tried to deduct so much from my account. Each person I spoke to was rude, abusive and could not clarify the issue. They just told me to make the payment. I sent in a check for the amount requested thinking this would be the end. A few days later, I received a mortgage statement showing that I owed {$8500.00}. I tried to call again and was unable to reach anyone who could explain. Because allowing them to deduct whatever they wanted from my account would put my wife 's life and care in jeopardy, I cancelled my auto payment with them and sent a check for the regular XXXX payment in the amount {$2100.00}. That check cleared on XX/XX/XXXX. I called someone to refinance my mortgage to try and take control another way, since I was not getting any answers. When they ran my credit on XX/XX/XXXX, they said Homepoint Financial had already reported my payment late for XX/XX/XXXX even though it was not even the end of XXXX? Again, I attempted to talk to someone at Homepoint to straighten this out without resolve. Homepoint Financial now not only was jeopardizing my home, but they prevented me from refinancing away from them by reporting my XXXX payment late erroneously. As mentioned prior the check cleared on XX/XX/XXXX. I spent XXXX trying to clear this up with Homepoint Financial and finally reached someone who explained that it was due to an increase in my tax bill that they paid on my behalf. They sent me an overnight return package so that I could make my XXXX and XXXX payments, I sent them a cashiers check # XXXX in the amount of {$7800.00} dated XX/XX/XXXX in the overnight package they provided. They have since reported me late for XXXX and XXXX 's payment even though they received them on the XXXX of XXXX in their own envelope? I have sent XXXX payment cashiers check {$4200.00} as they requested by certified mail as I do not trust them any longer, tracking # XXXX it has arrived. I am unaware what the next bill will be and when if ever I can stop paying the increased amount. I received a XXXX coupon requesting the amount of {$3400.00} and it keeps changing. I need assistance to help explain the future payment of my loan, if the payments are going to continue to increase at Homepoint Financial without an end in sight. I need assistance to report the payments on time correctly on my credit report so I can refinance and payoff the loan to a lower rate and correct the taxes. The new lender that I applied said a HERO loan I took out caused my taxes to increase by {$10000.00} and paying it off would decrease my taxes again. Because I am a XXXX Veteran my tax rate was very low allowing me to afford the home. Homepoint Financial has stopped me from refinancing. They have stopped me from doing this by reporting me late erroneously and by not communicating with me to explain why they were even doing this. Now I am being told that the VA has changed the loan guidelines and I wont be able to refinance and payoff the HERO loan after XXXX because of the value of my home. I need help quickly. IF they stop me from refinancing my loan by reporting these late payments in error and I can't payoff they HERO loan, I will have no options but lose my home. Again, we are both XXXX in our XXXX 's and on a fixed income. Moving or losing our home will be devastating at the least. Please help!
Company Response: Closed with explanation

Timely Response

2019-08-20

Sebring, FL

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Once again Home Point is reporting inaccurate information to the credit bureau that I am behind on payments. It is a very frustrating process, because i have sent them proof from my bank statements showing the deposits made to Home Point for my mortgage payments for the months they reported me missing and yet they still reported wrong information on my credit report. It has already been a prolonged process with them in the approval of my loan modification which thanks to you it was finally approved after a year in a half. However it seems after one thing is finally resolved, another issue arises and its always a mistake on their end and unfortunately I am paying the consequences for their mistake while they offer no sympathy and no initiative to resolve the problem. I am so ready for this to be done and over with.
Company Response: Closed with explanation

Timely Response

2019-08-09

San Jacinto, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I am a veteran and currently have a VA loan with Homepoint Financial. On or about XX/XX/2019, I attempted to make a mortgage payment in the amount of {$2600.00}, using their website. My payment came back as returned. I was immediately notified on XX/XX/2019. As a result, I made another payment in the same amount on XX/XX/2019, in efforts to avoid any " 30 Day '' lates on my credit report. My payment was successful and posted on XX/XX/2019. I sent several emails to Homepoint Financial explaining the problem but they have ignored me thus far. Additionally, all three credit reporting agencies are now reporting that I was " 30 Days '' late for the month of XX/XX/2019, when my payment for XX/XX/XXXX has a 14 day grace period ( it has only been 9 days ), before considered two weeks late. I have called several times and spoke to atleast two reps asking them to remove the negative remarks from my credit report. Thus far they have ignored my request. Notice from all of my attachments I made my mortgage payment on XX/XX/2019. Also look at page 3 of 4 POPA Bank statement in the amount of {$2600.00}, my payment cleared.
Company Response: Closed with explanation

Timely Response

2019-08-06

Ehrhardt, SC

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-06

Santa Ysabel, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have had a very difficult time with Homepoint Financial. I have tried to submit for a loan modification several times. I was told I was approved but the paper work was confusing and I never received any statement for the payment amount or date to pay. I never made any payments on a Homepoint financial modification application. I am now being told by Homepoint I can not receive a modification because of this miscommunication. I was never able to communicate to the same person which caused confusion. I simply want to save my home and be reviewed for a modification. We are over our hardship and can afford the modification.
Company Response: Closed with explanation

Timely Response

2019-07-30

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Spoke with my Mortgage Servicer today and I was informed I have a foreclosure property sale date set for XX/XX/2019. I have not received mail from my mortgage company or the foreclosure attorney. Home Point still has the wrong mail address for my mail address of which is my home address. I recently submitted financials and request for mortgage assistance and I have not received any mail from the mortgage company. I requested several times for the last year and a half to please correct my mail address.
Company Response: Closed with explanation

Timely Response

2019-07-29

Sebring, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: DearCFPB,Finallyafter2yoursoftryingtofinalizedmyloanmodificationthanktoyourinterventiontheyfinalizeditthismonth.NowthenewissueisthatontheirsystemshowsthatimissedapaymentbackonXX/XX/2018thatisnotaccurate.IhavebeendiligentlymakemypaymentsincemyloanmodificationapprovalabackonXX/XX/2018. attachedisproofofallmypaymentsnowthatinaccurateinformationisonmycreditreport. IhavesendanddiscussedmypaymentswithHomepoint.
Company Response: Closed with explanation

Timely Response

2019-07-28

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-26

IA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage company claims I had 2 late payments made to them on different occasions. Payments were made on time and I can prove it. the First late payment they gave me was in XXXX of 2018 because they apparently do not accept partial payments. however, I made partial payments in XXXX which they accepted. I had paid {$300.00} on XXXX and {$560.00} on XXXX. That one seemed to be fine. Then I did partial payment of {$380.00} on XXXX and {$500.00} on XXXX. The payments in XXXX, cleared my bank, then Home Point Financial refunded the payments to me ( in 2 separate payments like i had to them, but by the time I got the refunded money, the mortgage payment was already marked as late. When I called the person explained to me when I did this in XXXX they accepted it and said a letter was sent out, but after looking further admitted that the letter was generated automatically, but was actually NOT sent out. So I had way of knowing this was not acceptable to make partial payments, which in my mind they had already accepted. The next late payment was in XXXX of 2018 as well. I made the payment on time, but noticed my credit score dropped because I was marked as late. I immediately called them, as they payments was set up through my bank, and had cleared. Come to find out, Home Point financial again admitted to failing to send me mail about them changing their name ( to the same name ) but different address. The person said they would fix my account, and they sent me a refund check for the amount they cash and I needed to resend it to the new address, but that because of the circumstance i wold not be marked late. i received the refund on XXXX, put it in my bank and set up the new payment for the earliest date possible and it went out on XXXX to the new company for {$880.00} Between these 2 occasions my credit score dropped over 100 points, and both times are because of Home Point Financial not sending me mail notifications, and admitted to it both times. I disputed through credit bureau but they did nothing, they did not investigate, they just saw that payments were late. I have improved my credit a lot over the last 3-4 years and this has destroyed it
Company Response: Closed with explanation

Timely Response

2019-07-24

Ehrhardt, SC

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Perris, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-07-22

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-19

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Beginning on XX/XX/XXXX, I began reaching out to my mortgage company, HomePoint Financial, to inquire about the removal of PMI from my account. After several phone calls to the customer service team yielded a number of different answers, I started an email dialogue that lasted several weeks and bounced me around to several different departments. While I received an initial response from the insurance department on XX/XX/XXXX, I was re-directed to their general customer service e-mail ( Wecare - the irony of this name grows daily ). I never received an official response from the Wecare team, despite having records of the connecting email sent from the initial insurance department contact. Despite my repeated follow ups, I heard nothing. On XX/XX/XXXX, I finally received an email form the Wecare team with a general instruction to visit their website or to call their service line during business hours. Literally a month had passed and they asked me to follow up on-line or over the phone. Needless to say, I was furious and reached out immediately. I was able to speak with management that day and was promised a better response and got on the following day. It was an encrypted message with detailed information about the various ways I could remove PMI and the LTV numbers I would need to reach for that to happen. Most interestingly, the appraisal method, which I had been pursuing from the start had the following directions " To request a full appraisal you must complete 24 months of payment history with Home Point Financial and pay for a full appraisal. Our records reflect you have made a total of 32 payments. Once you are ready to request PMI removal please send a written request through XXXX or to the address below. '' Left out was any information as to the price of the full appraisal!!! Meaning I would have to again seek out customer service to get this information. Herein lies another major problem, the customer service department available over the phone can not speak for or provide any sort of detailed information about the PMI process, since this is its own department. When you ask to speak with customer service in the PMI department, I am consistently told that they do not accept calls and the ONLY avenue for communication is through email. It takes an additional encrypted message on XX/XX/XXXX to inform me that the appraisal costs {$470.00}, a number I was not able to pay at that point. Choosing instead to wait until the XXXX home-buying season to pay this amount and send a request. Fast forward to XX/XX/XXXX, as I begin to ready for the request for an appraisal and the hopefully end to this PMI saga. I call the customer service line on Tuesday, XX/XX/XXXX to confirm that the amount for appraisal is still {$470.00} and the mailing address for PMI removal requests that I was sent close to one year earlier. Once again, I am told that any questions meant for the PMI department must be directed at them through email communication. While I try to assure them I am just simply looking for confirmation of any existing set of facts with their company, I am told it would be better to confirm directly with the PMI department. I send an email that day ( XX/XX/XXXX ) to the PMI team and follow up after 24 and 48 hours of no response. On the third day I call the customer service line and am dismissively told that that department has a 5-7 business day response time on all communication. I ask for another way to resolve the issue and get an answer but am told there is nothing else they can do for me and that I must wait for the PMI to respond. When I see I have not yet heard from them this morning, I reach out to the customer service line. While they apologize for the inconvenience and promise to connect with a supervisor in that department, I am told they will follow up on Monday with a response. This seems completely disrespectful and inappropriate given the companies consistent failure to meet communication deadlines.
Company Response: Closed with explanation

Timely Response

2019-07-19

NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I had a hardship of losing employment and also has loss if income on top of losing employment. I applied to New Jersey 's hardest hit fund with the direction of NJ Legal Services back in 2017. I was approved by NJ Hardest Hit Fund, but they had to decline me because my lender Homepoint financial decided not to accept the funds. I did call Homepoint to ask why they didn't accept the funds that were coming and I wasn't given an answer as to why they didn't. This could have prevented me from being in foreclosure. I did attempt a loan modification in which they stated they couldn't help, but I know there are additional programs for those who have FHA backed home loans. I never got the feeling that they go above and beyond for their borrowers. Any assistance I tried to get from them was shot down. I have recently reached out to HUD so that I can get the assistance I need.
Company Response: Closed with explanation

Timely Response

2019-07-18

Discovery Bay, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I called over 1,000 times asking why earthquake insurance was not paid during renewal in XXXX.Four bills were sent to mortgage escrow department. I signed disclosures authorizing to pay policy.
Company Response: Closed with explanation

Timely Response

2019-07-12

Randolph, MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XXXX I began a modification with my mortgage company. The final paperwork for the modification didn't come until XXXX of XXXX. The paperwork required my signature in front of a notary public which I completed. It also had to be within 5 days of receipt, which I also completed. In XXXX of XXXX Homepoint Financial began to refuse my payment saying that the final paperwork for the modification wasn't returned on time. I then had to prove to the that it had in fact been returned and signed for by a XXXX XXXX at their Texas branch. The representative I spoke to about the papers actually having been received said that there would be an investigation and I would hear from her by the following Tuesday at the latest. I never heard back from her again. I then received paperwork saying my loan had been sold, which I thought was odd since I was in the middle of a modification. Then for some reason out of the blue XXXX began accepting my payments again. I then paid for a past due XXXX payment and my XXXX payment. Then suddenly they began to refuse my payment again. So out of fear for losing my home I began the borrowers assistance package and sent out an email to an address that had emailed me in the past from Homepoint. They came back with a repayment plan that almost surpassed my income and was completely unrealistic. They wanted me to pay XXXX a month for XXXX months. I couldn't make those payments and again did yet another borrowers assistance package at the hopes of the repayment plan would doable. They then denied me any option that would allow me and my family to remain in the home. Based on the fact that I had had a previous modification in less than 24 months when in fact it had been denied due to lack of paperwork supposedly. During the modification process I was called on a Friday and told that some of the tax documents that I had submitted wasn't going to be sufficient. I stressed the entire weekend, literally a train wreck all weekend and when I called on Monday I was told All that was needed was in and it looked good. Just an example of how they have added stress and pressure to an already terrible situation. I have been handled terribly and talked down to as if me or my house truly means nothing to any of these people. Their idea of communication is to send a person to knock on your door but not wait for you but instead leave a note on the door and take off. I followed through with my part of the very first forbearance that XXXX is calling a modification. The same modification they denied existed while on the phone with me and my attorney. XXXX has been so all over the place with my mortgage statements, amounts and payments and whenever I call them they always say I have to talk to my case worker and they let me leave a message and my call is never returned. I also did reach out to a counselor with XXXX XXXX XXXX whicj also wasn't able to make heads or tails of what XXXX was doing. Thanks for you help in this matter
Company Response: Closed with explanation

Timely Response

2019-07-08

Centerton, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-08

OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: we had a tornado damage our house and after fighting with the insurance company they finally released the checks to the mortgage company listed, i have been fighting with them since XX/XX/XXXX about releasing the checks in a timely fashion to avoid further water damage to the property, we do have tarps but they only do so much and with the amount of rain we have been receiving we are afraid that we are incurring further damages, i have explained this to the mortgage company i called them on the XXXX of XXXX they said they were pulling the checks and they would be sent overnight ( i paid for that ) on Friday XX/XX/XXXX, we didn't receive them today in the mail so i called and they were never shipped and had to actually create yet another shipping label for them to be sent overnight again to be delivered tomorrow XX/XX/XXXX. there are several reviews regarding the same issues with this company and im doing everything in my power to finally stop it so that they dont victimize anymore people.
Company Response: Closed with explanation

Timely Response