Home Point Financial Corporation

2019-04-04

Windsor Castle, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

MO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: PMI was not removed when it should have been. LTV had to be 78 % or lower and completing 60 months of payments to remove PMI. Requests were sent numerous times to Home Point Financial requesting that it be removed. Finally a response was given on XX/XX/18 stating that LTV was at 68.1 percent and 70 payments had been made so PMI would be removed within 7 business days. We requested back pay for the previous 10 months that were wrongfully charged. So, already 10 months had passed with PMI not removed. PMI is still being taken out each month and it has not been removed. Home Point Financial is not communicating to the requests. We were told to email them and have not had any luck with responses. We want PMI removed and we demand back pay for the months that is has wrongfully been charged.
Company Response: Closed with explanation

Timely Response

2019-03-21

Corpus Christi, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On or about XX/XX/19 made a payment which made my Loan to Value ratio 78 %. The significance of this means that the PMI should come off of my payments moving forward. I have sent several emails to the company and they refuse to acknowledge me, leaving the PMI still on my upcoming payment.
Company Response: Closed with explanation

Timely Response

2019-03-15

Lk Buena Vis, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I sent in a principal payment and they received it on the XX/XX/XXXX. They refuse to apply to principal until payment that is not due until XX/XX/XXXX is received. That's 3 days of extra interest on loan I am paying because they won't apply my payment.
Company Response: Closed with explanation

Timely Response

2019-03-15

LA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Since XXXX I have owned a condo in XXXX XXXX XXXX, Florida. When the condo was purchased my mortgage was collected by XXXX XXXX XXXX XXXX. As of XX/XX/XXXX my mortgage was transferred to another company and my rent was now collected by Home Point Financial. The way I found out about this was when I suddenly took a hit on my credit score for being late on my payments. I was not aware that my loan had been transferred and therefore I had not transferred my mortgage payments to a new lender. Anyway, lesson learned, I paid my dues and I set up an autodraft with Home Point Financial to make sure there were no future problems with payments. As I have recently moved to XXXX I called to inform Home Point Financial of my new address and phone number in XXXX. My email address has remained the same. I was told that it is not possible for them to enter a non-US address and phone number in their system but that they would make a note in my file that any future communication should take place by email or by through my account on the company website. As it was not possible to use a non-US address I provide the address and phone number for a friend in the US. Fast forward to XX/XX/XXXX. I log into my bank account with XXXX XXXX ( where I have set up my auto draft for my mortgage ) and I notice that my last payment was not {$1100.00} as usual, but was now {$2200.00}. So it was suddenly increased by {$1100.00}. I immediately logged on to the Home Point Financial website and I found no messages in my inbox. I have also not received any letter by mail ( in XXXX or at my friends address in the USA ) or email. So I call Home Point Financial and I am told that due to lacking proof of insurance a lender placed policy has been put in place on my account. I tell them that the building insurance is placed through the HOA ( XXXX XXXX Home Owner Association ) and that they would have gotten the insurance documents by contacting myself or the HOA. They have no explanation as to why they have not reached out to myself or the HOA but they tell me to please submit all my insurance documentation, which I do right away. I call back to confirm that all my documents are received and they confirm that they have received all they need and that they will make sure to update my auto-draft amount. Two days later I log back in and see that my new monthly payment is calculated to be {$1700.00}, so still {$590.00} more than normal. I call back and after much back and forth they tell me that the original lender placed policy was cancelled but a new flood policy was put in place the day after. The rep I talk to does not know why this has happened, it is done by someone else in another department. After many hours of phone calls and inquiries on my part I come to find out that they need the HOA to submit the flood insurance policy once again for some unknown reason ( it was already submitted the first time ). But they tell my that the HOA has suggested that I need to place an additional Flood insurance policy for the inside/contents of my condo. I tell them that I already have a separate policy for the inside of my condo ( called an H06 policy, already submitted to them the first time ) and I inform them that my condo is on the fifth floor of the building and not very likely to flood. I also reach out to my HOA and talk to the manager there and he informs me that no one from Home Point Financial has been in touch with them. After days of more inquiries, emails and hours on the phone ( international charges, mostly on hold to talk to someone that knows what they are talking about ), I am told that the lender has finally cancelled my lender placed policies and my monthly payments will go back to normal as of XX/XX/XXXX as the insurance information took some time to update in their system. So my next payment will still be {$1700.00}, {$590.00} more than normal. This means by the time we get to XXXX I will have overpaid {$1700.00}. I have been told that some of this will be refunded to my escrow account, but they can not confirm that they will cover any Insurance charges for the period of time that the lender placed insurance was placed on my account.
Company Response: Closed with explanation

Timely Response

2019-03-14

Northside, NC

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-03-14

Eastamptn Twp, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This complaint is in response to prior compliants closed by the CFPB that were not resolved. Reference complaint numbers are XXXX and XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-12

Salton City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Unlawful Foreclosure. I have submitted a full and complete loan modification application to Home Point Financial regarding my mortgage loan currently in active foreclosure. Pursuant to California'ss Homeowner Bill of Rights you are prohibited from conducting a trustees sale ( foreclosure ) on the above referenced property until you have provided an answer to the our loan modification application. Active foreclosure sale date scheduled for XX/XX/2019 must be cancelled immediately. We hereby demand that the foreclosure sale he CANCELLED and that you immediately comply with the provisions of the Homeowner Bill of Rights. Failure to immediately confirm that you will comply as demanded may force us to seek legal help and file a complaint and move for an emergency temporary restraining order. As you know, the Homeowner Bill of Rights allows for attorney 's fees to be awarded upon the successful granting of a temporary restraining order without having to prove any other points within our case. We intend to seek that TRO along with the resulting attorney 's fees should one be retained.
Company Response: Closed with explanation

Timely Response

2019-03-07

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sent in a request to close the escrow account for taxes and insurance a year after the loan closed. The servicer Home Point Financial denied the request on XX/XX/19 stating there was a 2 year waiting period. I escalated via their call center and on XX/XX/19 spoke to a supervisor who claimed that I had agreed to maintain escrow for 2 years in the closing documents. I disagreed and challenged him to provide evidence that I had agreed to 2 years. They came back with a clause from the promissory note saying I agreed to be bound by the lender 's policies and procedures, which were not defined or disclosed anywhere in the documents. He claims this constitutes my agreement to be bound by the 2 year policy or any other policy they could define at any time. The broker whose advice I relied upon as the lender 's agent told me I could remove the escrow account at any time after 6 months. I do not believe this loan servicer should be legally allowed to make up whatever terms they want and treat me as being contractually bound by that when I did not agree to those terms. I would never have knowingly agreed to take on a mortgage with no rights to cancel the escrow account. Furthermore, Home Point stated that they would not accept a payment of principal and interest and apply the payment per my instructions, but would simply not apply the payment and treat it as if it had not been received, even if I pay the property taxes and insurance premiums myself outside of escrow. In other words, they are making it impossible to pay my principal and interest unless I also deposit to escrow against my will. This is abusive behavior and that is why I am filing this complaint.
Company Response: Closed with explanation

Timely Response

2019-03-06

Westfield Ctr, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In late XX/XX/XXXX after receiving my homeowners insurance renewal policy from XXXX XXXX the policy premium had increased over {$800.00} a year. I contacted my agent who quoted me through XXXX XXXX XXXX at a rate of {$1400.00} a year. I changed policies. I notified Homepoint via phone not to pay my XXXX renewal and was advised to send an email with the new declaration page. I did. However, Homepoint paid the XXXX policy and then also the XXXX XXXX policy. I received the refund at my home address from XXXX for {$2300.00}. I contact Homepoint and was advised to transfer those funds to them which I did electronically with check over the phone XX/XX/XXXX. The agent I spoke to said she would request an escrow analysis since there was over an {$800.00} difference in the insurance policies that I would be due a refund from my escrow. I waited almost 2 months before contacting Homepoint again. I called the end of XXXX - the XXXX I believe - and was told the matter was closed as of XX/XX/XXXX and no refund was due to me. I went through the numbers with the agent on the phone, she agreed and said she would escalate it to a manager. I called again on XX/XX/XXXX after not hearing anything from Homepoint and was told it was set for a resolution on XX/XX/XXXX. I did not hear from anyone. I called again today XX/XX/XXXX and was told I am not due a refund. The math is as follows : My current escrow balance is {$1000.00}. My escrow obligation each year is {$1400.00} for insurance and {$1400.00} each cycle for taxes making my obligation {$4300.00} a year. They are currently posting {$350.00} of my {$1100.00} payment to escrow. With a current escrow balance exceeding {$1000.00} my escrow is well overfunded for XXXX and I would be due a refund under RESPA. I stated that to XXXX ' the agent I spoke to today and he stated I am incorrect.
Company Response: Closed with explanation

Timely Response

2019-03-04

Flowery Br, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-04

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I submitted a complaint before and Home Point Financial claimed the issue was fixed which is not true. I never received a direct call from a supervisor/manager that can truly address my questions/issues. I just received another escrow analysis showing that my account is low which now means my monthly payments have increased by almost {$320.00}. Every time I call for answers I get another escrow analysis which then turns into me paying more ... .how is that possible?? I contacted the City of XXXX regarding my " past due '' tax payment notifications and they said that the mortgage company has been submitting payments late, hence they have also charged me interest. I need HELP getting someone who truly knows the business to explain why and fix all these ongoing issues, including escrow balances and interest charges. Please let me know if there is anywhere else I can raise this to, it's been months and resolution is way overdue.
Company Response: Closed with explanation

Timely Response

2019-03-02

Baker, MN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-01

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have sent a request with my financials to my mortgage company Home Point Financial for a mortgage modification.I became delinquent on my mortgage because I was caring for my XXXX year old mom who is terminal ill and passed away in XXXX. I was responsible for her care until she recently passed. Home Point Financial didn't notify me they were accelerating my mortgage note. I haven't received mail from Home Point Financial since XX/XX/XXXX.or any other mail for my mortgage. I've contacted Home Point Financial several times to let them know I wasn't receiving my mail. As of today I still have not sent a mortgage statements or any other mail to my home address. The property foreclosure notice I received from the foreclosure attorney is not 30 days prior to the property foreclosure sale. The letter is date XXXX XXXX sale date is XXXX XXXX. I looked the Tennessee law it states the homeowner is to receive notice of a foreclosure sale 30 days prior to the sale. See attachments
Company Response: Closed with explanation

Timely Response

2019-03-01

Occoquan, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I submitted my endorsed XXXX insurance check, via Priority Mail, on XX/XX/XXXX, for a XX/XX/XXXX follow-up damage claim from a XXXX insurance company required contractor 's failing work. The amount of the check was over $ 20k and the check and documents were submitted in accordance with HomePoint Financial 's ( mortgage company ) instructions. My endorsed check and documents were received by HomePoint on XX/XX/XXXX. However, all the documents needed by HomePoint 's Loss Draft department weren't communicated to me all at once, which further delayed the lengthy processing of issuing a check to my contractor to start extensive repair work. I made numerous attempts in the coming weeks to follow up, via phone ( they wouldn't respond to my secure emails within their website ), on the status of the check being sent to the contractor before I got all the information needed to submit the many pieces of documentation they required to issue a check for less than both the contractor and I requested. The funds were urgently needed to allow my contractor to order materials and schedule me for an extensive repair. Every time I talk to HomePoint Financial, they go through a mechanical checklist with me and treat me like a number they don't care about. Worse than that, their story changes every time I talk to them on the phone. Nobody owns the case or follows through with anything in a timely manner to keep the ball rolling. Last Thursday, the contractor and I had started reaching the end our rope and I requested the Loss Draft department send the check to the contractor by the end of the day. They claimed they would pass the message along to their processor. In reality, the check wasn't sent until Monday, XX/XX/XXXX via untraceable regular mail, which runs contrary to their own guidance to homeowners. So, despite my numerous attempts to follow up and speed up the process so I wouldn't get pushed further down on my contractor 's schedule due to his growing workload, they sent a fully endorsed check to the contractor via regular mail ( I sent it to them with my signature via Priority Mail with tracking per their instructions ). Now the check is missing and they advised me to send it via XXXX or XXXX, I would have to pay for it. The contractor informed me this morning that he can not hold his current opening ( I've already slipped once due to delays caused by HomePoint ) for me if they don't receive the check today. Although I requested half of the check amount per my contractor 's business policy, HomePoint will only send XXXX and mandates imposing a monitored and inspected process to meter out the next two payments of XXXX each. HomePoint will not issue the remaining funds unless they inspect the contractor 's work 2 more times. So, I have to miss work and make arrangements for the " inspector '' from HomePoint to come to my home.
Company Response: Closed with explanation

Timely Response

2019-02-21

Kingstree, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-21

Hulmeville, PA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-19

San Angelo, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-18

Oak Grove, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We refinanced our home on XX/XX/XXXX, Home Point Financial bought our loan. We paid extra money towards the principal in order to remove PMI from our mortgage payment and never had a late payment. Now that our LTV is below 80 % I made several calls and sent an email to remove the PMI. The last call was to customer service on XX/XX/XXXX I explained why I was calling and what should be done to the PMI on my loan, she put me on hold to do some research and came back to tell me that it should be removed because it's less than 78 % LTV but could not tell me why it hasn't been removed. She told me she would call me back the next day with an answer but no phone call. I come across CFPB hoping you can help. Thank you!
Company Response: Closed with explanation

Timely Response

2019-02-15

Bellaire, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My home was affected due to Hurricane Harvey in XXXX. I was deferred payments for three months. After that I applied for a loan modification. It was approved and I made trial payments for XXXX, XXXX and XXXX of XXXX. In XX/XX/XXXX docments were sent to me to sign with the new modification of my mortgage. I have been told that Home point financial transferred the processing of my loan to another company and they are still waiting for documents to be sent over. This is XX/XX/XXXX and they are still showing my mortgage behind, my credit is screwed up. I have called in every week and month since XXXX. I keep getting told they are waiting on the other company to send in paperwork. I have been making payments every month and they are just holding them in arrears. Now I have my year end statement and it is way understated because they have not corrected my loan. I need this resolved and I am not getting anywhere with Home Point financial. If you look on the account message. It will show where it states you have been approved for a loan modification however they have not finalized this and documents were signed in XX/XX/XXXX and it is XXXX. I called today and spoke with XXXX. She tried to transfer me to the supervisor who never came to the phone and I was on hold over 30 minutes. I keep getting the run around every time I call. I have made my payment every month.
Company Response: Closed with explanation

Timely Response

2019-02-12

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: 1.Home Point Financial continues with their deceptive acts and practices. I was given an offer for trial payments which I accepted within the time frame. A few days later, offer was taken back ( page 1 & 2 ). The deceptive acts continues as my kids continue to suffer. 2. Home Point Financial have violated the Fair Debt Collection Practices Law as well as the Bankruptcy Laws. I filed for bankruptcy on XX/XX/XXXX ( page 3 ). Home Point is well aware of that ( page 4 ). Home point Financial is a debt collector ( page 5 ). I understand that Home Point Financial has the right to take a payment from me but they have no right to ask or harass me for a payment under the Fair Debt Collection Practices Law and the Bankruptcy Laws. Please see page 6, letter from Home Point dated XX/XX/XXXX that reads as follows : ''please send certified fund totaling {$2800.00} to Home Point .... .NSF fee ... .credit report. '' The goal of Home Point Financial remain obvious ; I loose my home and they make a nice profit. No one will rent me a place to stay with my kids, therefore, after the auction sale of my home, I will find a shelter to stay with my kids as I continue to search for justice in the court of law. Home Point have not addressed any of my previous concerns. When I have my day in court, Home Point Financial will finally be held accountable for all the laws they have broken.
Company Response: Closed with explanation

Timely Response

2019-02-11

Powell, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Eastamptn Twp, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-10

Eastamptn Twp, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-05

Ponce Inlet, FL

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
Company Response: Closed with explanation

Timely Response