Home Point Financial Corporation

2019-02-05

Amarillo, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-28

Blue Mound, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Knightdale, NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-22

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My wife was laid off recently so weve been running about 27-29 days late on making our mortgage payment. On XX/XX/XXXX and the XXXX I tried making my mortgage payment on the companys web site and I was given a message that stated that the site was down for payment processing and the payment could not be placed at this time. I tried to call and no one was available. I went online to make the payment on the first and I could not as the same message was posted. I also called to no avail. On XX/XX/2019 I am as finally able to make a payment but at that time they said they couldnt take one payment and I had to make two payments at once. XXXX and XXXX. My complaint is that they shut down the site and I was not allowed to make a payment before I was 39 days late and now it has effected my credit report. The customer service manager stated that they do this every month so its perfevtky legal with the CFPB. This is not true as you can not deny a payment within the 30 day late time limit and then report someone late because the site is down. He also stated that the payment would have been late anyway. Because the payment would have not posted until the next day which is also incorrect because the payment is paid when authorization is given, and not when it posts. I want the over thirty day late payment taken off my credit report and the payment system also needs to be fixed so that if someone needs to make their payment two hours before the deadline, they can.
Company Response: Closed with explanation

Timely Response

2019-01-21

Manchester, NH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XXXX of XXXX the FBI had sent me an email saying they had questions regarding my mortgage company, which to my knowledge and all paperwork was Home Point Financial. The FBI agent then came to my house unannounced looking for specific documentations including ; mortgage statements, and bank statements. she then informed me that a company named XXXX is under investigation and they are the subsidiary of my loan. They are being investigated under the pretense of false fees, missing payments and other wrong doings. When I called my mortgage company telling them about the FBI involvement they told me that they are in no way involved with XXXX and I was mistaken. From here my payments started coming out of my account then put back in by the company and then taken out two weeks later making it look like my loan was a month behind, but this was not my fault. I then started a repayment plan with Home Point FinancialXXXX in XX/XX/XXXX of which I was paying properly. In XXXX of XXXX I attempted to call and make a payment per our agreement only to be told that my loan was transferred to Home Point Financial Corp and they do not have my records as of yet and can not endorse a repayment plan with out the paperwork. The only options they gave me was to pay two months in full or start a Loss Mitigation Packet. I continued to call through XXXX and XXXX while starting a Loss Mitigation packet per Home Point Financial Corp recommendations. I have been working on this packet since then only to be told we are missing paperwork. I send in the paperwork and then am told my packet was closed. Out of concern I tried speaking to the person who was in charge of my packet in the Loss Mitigation department but only received one voicemail XX/XX/XXXX. I have sent over 7 packets in the XX/XX/XXXX - XX/XX/XXXX time frame. While looking at my bank account I noticed a payment was taken in XX/XX/XXXX and called Home Point Financial Corp to see if they had received this payment, which would be unusual since they said I was unable to make a single payment. They said there is no record of this payment and recommended I called my bank and former loan servicer XXXX. XXXX XXXX XXXX was able to confirm the payment was taken and received by Home Point Financial. I then called XXXX from the number I was given and I got a Home Point Financial answering service. They attempted at locate my file only to tell me they have record of me existing at this company whom just transferred my back in XX/XX/XXXX. I call Home Point Financial Corp close to twice a week and on XXXX XXXX I called to get an update on my Loss Mitigation pack and was told due to missing paperwork it was yet again tossed aside. I insisted to talk to a Loss Mitigation manager but had to settle for the collections manager. I explained what has been going on and he understood that it was not fair. He advised me to send in another Loss Mitigation packet and wait for that one to be submitted. On XX/XX/XXXX I called to check if there needed to be more paperwork sent in to complete the newest packet only to be told I was now put into the beginning process of foreclosure. I panicked and insisted I again speak to the one person from Loss Mitigation department. Again this was not possible so I spoke with a manager rom collections. This person again told me to send in another packet and to submit a claim here. I am at my wits end with dealing with this company. No matter how many times I call I get the run around where no one cares about my home.
Company Response: Closed with explanation

Timely Response

2019-01-17

Berthoud, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I am a XXXX Veteran and applied for a VA Home purchase loan. I have been trying to purchase this home for two years and have had problems with the seller. My son used to live at the property but I wanted to buy it as my primary residence. With help from the courts we were able to get a court action stating that I could purchase the property. I submitted all the required paperwork to Home Point Financial Corp and was approved for the VA loan. I completed the VA appraisal, the Termite Inspection and the Survey. I was suppose to close on XX/XX/2019 but was informed by my loan officer on XX/XX/2019 that Home Point Financial had denied the loan stating that they did not feel I was going to occupy the home as my primary residence and that I would not be able to maintain the up keep on the property. They came to this conclusion due to a letter that was sent to them from the seller of the property containing inaccurate information. At no time did they contact me to discuss this situation. The requested more documents from my loan officer, which were provided immediately. I do not feel that a lender should be allowed to deny a loan due to speculation and that they feel a XXXX veteran can not maintain the property. I have attached the letter from the Underwriter.
Company Response: Closed with explanation

Timely Response

2019-01-13

Grape Creek, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-08

Chicago, IL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-03

Acton, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-02

Chandler, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, I purchased a home in the XXXX, Arizona area. I work for a XXXX XXXX and due to the Government shutdown, I was not able to pay my XXXX mortgage payment. I have attempted to work with the current loan company but they have not been helpful. I am still unable to make my payment. However, upon coming across this issue, I am also trying to sell the home I am currently living in. It is listed for sale for the past 2 months because of medical issues I was also having previous to the shutdown. In that time, the relationship with my boyfriend ( non-marriage or in process of marriage ) had ended in XX/XX/XXXX. I am the only one on the loan but had added my boyfriend to the title in XX/XX/XXXX. My boyfriend gave me a gift of {$40000.00} to purchase the home for us from the sale of his previous home ( see attached gift letter ). Since the end of our relationship, my previous boyfriend has sought legal counsel to get his money back from me despite signing the gift letter. He also reached out to the lender that issued the loan to me and had him sign a letter saying the money was a gift and should be retured to my previous boyfriend ( see letter from the lender attached ). I can't help but feel that my previous boyfriend and lender conspired against me from the beginning. The lender acknowledges he was trying to satisfy " the guidelines '' to get the loan approved. I truly feel this is fraud committed by the lender and a conspiracy to extort money from me. I further feel this was a scheme planned out by my previous boyfriend with assistance from the lender to take money and my home from me. I have an order of protection against my previous boyfriend for XXXX XXXX ; I am scared of his actions. I don't know what to do and need help while I try to sell my home. Thank you for listening and considering my concern.
Company Response: Closed with explanation

Timely Response

2018-12-24

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I've always paid my mortgage payment and have been with Homepoint Financial Inc since I bought my house in XX/XX/2017. In XX/XX/2018 Homepoint stated that they didn't have insurance verification and were charging a hazord fee. I've had insurance and the insurance company, XXXX XXXX XXXX, sold our policy to XXXX unbeknowest to us. When Homepoint tried to reach out to XXXX XXXX XXXX they didn't provide documentation. Since finding this out, we've contacted XXXX and had them fax our policy and verification that we've had insurance. I've talked to Homepoint several times trying to fix the problem and verifying that they received verification from the insurance company. When I speak to Homepoint they state that the problem is fixed. I've tried since XXXX to pay over the phone to them for the monthly payment but they will not take my payment and stated they have raised my monthly payment from {$460.00} to over {$700.00} a month. I've sent checks for my monthly payment but they won't cash them. They won't accept my payment for XX/XX/XXXX and XX/XX/XXXX. I need help with this company. I've never been late on any payment and this is causing me great stress. Thank you, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-12-19

Augusta, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-19

Festus, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-19

Saint Clair, MO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX, I applied for a loan modification with my home loan company-Home Point Financial after losing my job. Each week I continued to call to check the status, only to be told I can only speak to XXXX, my point of contact. I leave messages for XXXX, but he never returns my call. In XX/XX/XXXX, I filed for Chapter XXXX Bankruptcy. In XX/XX/XXXX, we receive a note on our door from Home Point Financial to call them. Upon calling, the customer service representative says our Loan Modification is complete provided we pay XXXX, XXXX & XXXX payments as a trial through a HAMP program. We pay all payments on time, in XXXX, XXXX & XXXX. In XXXX, Home Point Financial files for relief in our bankruptcy, only to withdraw their motion on XX/XX/XXXX citing we had successfully completed a loan modification. Each month we asked for a copy of the loan information regarding the modification and received nothing. On XX/XX/XXXX, we finally received a package containing the loan modification documents. We signed, notarized and returned the documents within one week. We continue to pay the amount instructed each month and are told our loan is good and everything is complete. We noticed several times that our payments were not being applied to our account but held in an unapplied payment section. On XX/XX/XXXX, we called to make our mortgage payment and are told they will not accept less than {$12000.00}. On XX/XX/XXXX, we receive a letter saying our loan modication was denied due to final paperwork not returned and {$10000.00} is due immediately. Home Point has reapplied all payments and denied the modication due to Page 5 missing a date per our conversation with a rude customer service representative, leaving our loan appearing to be 6 months past due!!! It is not past due as we have paid each month, as instructed. We consult our copy of the paperwork and see that page 5 does not have a date area, but is rather the notary form. We send in another copy of all signed documents. We continue to call each day, along with filing an appeal and are told we can only speak with XXXX. XXXX will not return our call. We have contacted HUD and they are unable to get a response from Home Point as well. We want to keep our home and for them to honor the modification that was agreed and sign on. We would also like them to return our calls or to communicate with us in some way! We continue to call each day to no avail.
Company Response: Closed with explanation

Timely Response

2018-12-19

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: During the month of XXXX I was contacted by my mortgage company, Home Point Financial, stating that my payment was past due. I checked my bank account since I have it set up for automatic payments and noticed my account was actually debited. I called and the service representative said that my new payment amount was around {$3100.00} which was a {$900.00} increase from what I had been paying. I asked why and was then transferred to the insurance department only to find out that they had mistakenly applied Lender Placed Insurance to my account causing my escrow balance to be in the negative. After over an hour on the phone the insurance rep. said she will fix it and order a new escrow analysis. About 30 mins later I get a call from the mortgage company again stating my payment is past due ... obviously had no clue about the 1 hour conversation I just had. I proceeded to explain again, at which point she told me I should still make a {$950.00} payment until everything was cleared up to avoid any issues and they will refund me once that was done ... so I did. Fast forward a couple of weeks, my XXXX payment is kicked back when I call I have another new payment amount hence the automatic payment didn't go through and it was still for a different amount. I call get bounced back and forth, call 3 times, send internal messages and nothing. Now I've been charged a late payment fee of {$69.00} and the last representative, XXXX, told me to continue calling for status updates and when it is cleared the fee will be reversed. I asked to speak to a supervisor, he told me there were a call center and one was not available ... to which I responded " so you're basically telling me that due to a mistake the company made I can not submit my payment and my hands are tied because you don't have an escalation process '', he replied " yes, I'm sorry ma'am ''. Awesome customer service ... NOT.
Company Response: Closed with explanation

Timely Response

2018-12-17

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-12

San Diego, 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

2018-11-29

Chicago, IL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-28

Fort Pierce, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Home Point Financial continues to show me as paying my mortgage late. I have tried ad nauseum to rectify this problem and as of now, it still has not. I have made all my mortgage payments on time. Not only have I have made all my mortgage payments on a timely manner, but I have overpaid my mortgage. They took one of my monthly payment and put it towards principal. Thus causing my statement to show as though I am late with my mortgage payments. I did not request that my payment be put toward principal. When I disputed this problem, Home Point sent me an email stating the problem was resolved. To date, this problem persists. Not only is this mistake on their part is causing me to seem as though I am late with my payments but you are adding fees to my account for late payment of my mortgage. I dont know if this is a means on Home Points part to gain my house by fraudulent means, but I need this problem resolved. This problem continues to cause me great XXXX and XXXX of the thought of losing my house.
Company Response: Closed with explanation

Timely Response

2018-11-28

Strasburg, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I lost my job of 18 years in XX/XX/XXXX, due to no negligence of my own and to this day am still in an on going battle with the XXXX XXXX XXXX who I was employed by. I was able to keep up my payments through XX/XX/XXXX. Once I realized I would not be able to pay XX/XX/XXXX I notified Home Point Financial to let them know. I was told that they could not help me until I was at least one month behind. They then, started contacting me about no payment by the end of XX/XX/XXXX. I then called them again and explained what was going on. I also explained I was trying to get a job and this would be temporary. They then send me a package to fill out. I did everything I was supposed to, sent them all information asked of me. Also, I will add, that I have never been late, let alone, missed a payment in the entire time I have had the loan. Once my package was in, some time passed and I was asked to supply more information, which I did. More time passed and then I receive a letter stating they have dropped the mitigation because I did not comply with getting them the information they asked for by the date specified. I have the email with all the information they asked for and the email shows the date I sent it all back to them and I was in compliance. I tried numerous times to call them. I was told I needed to speak with " XXXX '' and there was always a reason he could not speak with me. Finally I got a manager involved and XXXX called me back. I informed XXXX that I had everything in on time and everything that was asked for. He told me I did not include an offer letter. I was not working and was unable to produce that for one, and for two, they never once asked me for an offer letter. I have all of their letters they sent me, none ask for that. Once I cornered XXXX, he admitted that the letter did not state I needed to provide an offer letter. Also, they asked for pay stubs, and not only did I tell them in the package I turned in that I was not working and could not produce those, I told them again in the email when I sent them the second set of information they asked for. XXXX sent me another package to complete and at this point, I had gotten a job. I told XXXX over the phone, and again in the new package, that I have XX/XX/XXXX and XX/XX/XXXX mortgage payments and can keep them up from there on, and all I need is for them to work with me on the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments. I want to keep my house. I received a letter in mid XXXX asking for 2 months worth of bank statements, which I already gave them in XX/XX/XXXX, my XX/XX/XXXX Tax Returns which I have given them 2 times before, and they also wanted a signed and dated letter explaining the deposits in my account that were not from payroll. I am to have that all to them by XX/XX/XXXX. I sent them everything yesterday, XX/XX/XXXX. I also, in my email to them, explained that this will be the third time they have asked for and received my XX/XX/XXXX Tax Returns and if there is something specific they are looking for to please let me know as I would like to get this all cleared up. In the mean time, they have sent someone out to do an inspection of the outside of my house. I am really trying to keep my house and would like help rectifying this. They call me and when I take their calls or call them back, the person on the phone can't help me. I asked XXXX in our phone conversation to please contact me through email if he needs anything and he specifically said he would, although that still has not happened. I'm not sure what to do from here, they will not talk to me. When I email them, I get nothing back! They will not take the payments I have, so it's making it look like I am almost 6 months behind, but in reality I am 3 months behind and really trying to get this taken care of! Please help!
Company Response: Closed with explanation

Timely Response

2018-11-26

Warren, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2017 we decided to refi through HPF. We were to expect a lower monthly payment for the same services. We were refunded taxes " paid in full '' by the law firm. Those funds should have been returned to escrow. During the annual escrow analysis it was discovered that we had not had two escrow items included at on-boarding. I went back and forth with the we care team and were promised they would add the items into my escrow. That did not happen. Our previous mortgage company did pay the landlords insurance policy and our fire tax. HPF refused to do so. To settle the issues of the increased monthly payment and the escrow expenses HPF branch offered us a {$1200.00} reimbursement in addition to a settlement from HPF corporate. We signed the settlement under the advise of the branch employees and on good faith this long drawn out process would be solved. However once we received the corporate settlement we were refused the branch payment. Corporate says the branch can not offer the refund. The branch still maintains that they did offer the refund and stand by it. During the course of this transaction i have been in communication with countless members of the we care team, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX & XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-11-23

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Without prior legal notice : Home Point Financial Corporation changed my loan servicer from : Home Point Financial Corporation XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX TO : Home Point Financial Corporation XXXX XXXX XXXX XXXX XXXX, MO XXXX ( XXXX ) XXXX They sent me written notice dated XX/XX/2018 vis USPS Mail, that the change was to become XX/XX/2018 ... which is the date my XX/XX/XXXX Monthly Payment was electronically sent and received by them at the NJ address. The MO address now says that they have not received the payment and that the NJ address has no obligation to forward it to them! I have a Mortgage Statement dated XX/XX/2018 and sent by USPS Mail that states that I owe Home Point Financial for BOTH XX/XX/XXXX and XX/XX/XXXX Payments!. Repeated phone calls have resulted in NO ACTION on their part to resolve the issue. This appears to be a blatant disregard for fiduciary responsibility and a total lack of Good Faith in resolving a problem created solely by their failure to follow good business practices, and a potential act of fraud ( even if inadvertent ) : Failure to post the payment to a mortgage can occur extra interest charges and potential late fees. I am led to believe that I am but one of a number of people being affected by this problem and potential violation of not only Good Faith, but federal law.
Company Response: Closed with explanation

Timely Response

2018-11-13

Chester, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I open two loans. Loan.XXXX and Loan. XXXX, At that time i had set up both accounts for automatic payment. I have funds in bank and can be proved. I never got confirmation on either of the account if the Auto Pay has been set up or not. When i log back in to my account online, they both still don't show if there is a Auto Pay set up. I had then called the customer Service and was assured that all is in working order and nothing to worry about. I now found 30 Day Late being reported to my account.
Company Response: Closed with explanation

Timely Response

2018-11-09

Allenwood, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The loan modification was completed and filed with the XXXX County Courthouse XX/XX/XXXX with the new payment of {$2200.00}. We have continued to make this new payment since XXXX of XXXX ( when loan mod started ). Home Point Financial has been our mortgage company since day one ( apparently the loan had a different service last year. HPF claims the last servicer didn't file the documents internally or transfer with the file. After speaking with them nearly weekly for the last 3 months I finally spoke with a Supervisor yesterday ( XX/XX/XXXX - XXXX ). He mentioned that the payments have been properly posted. However, unknown to him the underwriters still haven't made it official in their system which causes continued charges, fees, late credit issues and negative reporting with the credit agencies. Our credit ( both my wife and myself ) has gone down over 100 points since beginning this process last XX/XX/XXXX. We have never been late or missed one payment yet this continues. Home Point Financial Loan # XXXX Loan Mod # ( XXXX ) XXXX XXXX ( Supervisor ) extension : XXXX Enough is enough - fix the files, terms, and payments that both of us agreed to, signed and filed with the local courthouse. Also, the terms were to erase any and all negative credit bureau reporting.
Company Response: Closed with explanation

Timely Response