Home Point Financial Corporation

2018-11-06

Cooper City, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-29

Warren, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have made my Mortgage Payment timely to Home Point Financial Corporation. It is the legal responsibility for Home Point Financial to pay the property tax and insurance from my escrow account in a timely manner. I received a tax bill from the City of XXXX showing a late fee due to Home Point Financial had failed to pay the taxes. I have sent Home Point Financial a Certified letter making them aware of the delinquent taxes. I have also sent a copy of this letter to the City of XXXX regarding the non payment of the taxes. I will upload a copy of the letter, the tax bill, and evidenced to show that my mortgage payments have been timely. I will also include The Certified Mail Receipts. I appreciate your assistance with this matter.
Company Response: Closed with explanation

Timely Response

2018-10-28

New Bedford, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-25

Cheverly, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-19

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018 my attorney submitted documents to Homepoint Financial to be reviewed for mortgage assistance regarding the foreclosure on my home. On XX/XX/2018 they called to follow up with the documents and informed by a representative on behalf of Homepoint that the file was in active review. Again on XX/XX/2018 they were advised the file is still in review and once again on XX/XX/2018 they were told the file is still in active review however the sale date for XX/XX/2018 was still active. When they called Homepoint Financial today, they were informed by the representative that the review was closed back on XX/XX/2018 due to 2 items pending. They stated they called me and and sent me a letter which is FALSE. I never once received a phone call from Homepoint or any letters regarding missing documents to this day. I have never received any communication from Homepoint regarding a point of contact assigned to my file and nor has anyone even spoken to one until today. The representative even said the wrong phone number for my attorneys office who they should be calling but did not because of errors their employees made. So now due to the lack of professionalism and lack of attention to detail, my home is being foreclosed on and I am forced to find another option. Homepoint Financial had 3 opportunities to inform my attorney or myself that documents were needed and failed each time and now 24 hours before my sale date they acknowledge their mistakes with no remorse or alternatives to fixing the problem on their end. All of my rights have been violated and not to mention a Notice of Trustee sale was placed WHILE I was in active review according to the 3 representatives who stated it was in review which is a form of dual tracking.
Company Response: Closed with explanation

Timely Response

2018-10-17

Carver, MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-16

Carver, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Home Point Financial sent us the annual escrow account statement in XXXX which included the option of a catch up payment of {$2400.00} and a mortgage payment of {$2800.00} or a new mortgage monthly payment of {$3000.00} to incorporate the shortage in the escrow within our monthly payments. As we are paid several months ahead on our mortgage we made the following three payments : 1 ) XX/XX/18 {$2400.00} Escrow Catch Up 2 ) XX/XX/18 {$2800.00} New Mortgage Payment if Escrow Catch Up is Paid ( XXXX ) 3 ) XX/XX/18 {$180.00} Difference in XXXX Old & New Payment ( Old Payment {$2600.00} ) The problem is that the company applied the Escrow Catch Up payment to Principal and has yet to apply the {$180.00}. I went online and discovered the issue and called approximately on XX/XX/18 and was told it would be resolved. I went online again on XX/XX/18 to confirm the correction and nothing had changed. I contacted the company again and was told that my request for this correction was denied. Apparently, this issue is being moved to a Director for consideration. As the customer and consumer I am extremely upset about the way I am being treated and the way the company is handling their mistake. I welcome any assistance that can be provided.
Company Response: Closed with explanation

Timely Response

2018-10-12

Ponce Inlet, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-10

CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a call from a Home Point Financial Representative on Monday, XX/XX/2018. The representative called to inform me that my XX/XX/2018 mortgage payment had not been received, but it still was not considered late as it was not the XXXX of the month. I quickly looked at my on-line banking and saw that it had been sent out on XX/XX/XXXX. I did not see any possible red flag on my banking register. After further investigation, I discovered that it was my XX/XX/2018 that had not been paid and was indeed past due. In XX/XX/2018, I INCREASED my automatic withdrawal mortgage payment to {$2000.00}, with the extra amount to be applied to my principle ; which was noted on my check memo line of payment. As a result of this change, my XXXX payment was inadvertently deleted, causing me to miss my XXXX payment. Thus Home Points representative was mistaken when she told me that my XXXX payment was not yet late because I had until the XXXX of the month. Please conduct a review of my account and the telephone call and review the servicing recording to corroborate this information. In addition, I recently received a refund amount of {$51.00}, notwithstanding the fact that I wanted the extra amount to be applied towards PRINCIPLE REDUCTION. It appears that Home Point is attempting to avoid my principle reduction. In over 20 years of having a mortgage I have NEVER missed a single payment. I never received any information or notification from Home Point Financial about a missed XXXX payment- until mid-XXXX, and even then, the communication was incorrect as the representative indicated XXXX was late. My contact information was up to date at Home Point. I personally spoke to a representative on the phone in XX/XX/2018 to ensure all contact information was correct. Why no courtesy call or correspondence in XXXX? Home Point Financial refused to look into this matter, and simply rejected all discussion.
Company Response: Closed with explanation

Timely Response

2018-10-05

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2018, i submitted a request to have my escrow account removed. on XX/XX/2018, my servicer, Home Point Financial sent me a secure email stating that my account met all the qualification to have the escrows removed and to allow 30 days to process. which would be at the end of XXXX. I called them XX/XX/XXXX and the CR told me that the request would be escalated to a supervisor and to call back Friday, XX/XX/XXXX. I call them back today, now they are stating that I have to resubmit my request because my 24th payment was processed in XXXX, which no one at this company told me. I spoke to the Compliance department back in XXXX about this and they told me that after my XXXX payment I can request the escrow removed. I followed their directions and all this company has done is give inaccurate and misleading information. They have not provide me with any assistance or response, other than that I have to resubmit my request. They lied about their own process.
Company Response: Closed with explanation

Timely Response

2018-10-04

Norfolk, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-02

Chicago, IL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: My mortgage was transferred to HomePoint Financial ( which identifies as a debt collection agency ) in XX/XX/2018. I called them and was told that they would reconcile my last payment with my previous lender, and there would be no issues for 90 days. In XX/XX/XXXX, I began receiving daily calls identifying a missed payment. I have provided evidence of all my timely payments to them, via email, on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX after lengthy calls with their representatives. I have evidence that a monthly payment that was received and deposited, and have provided evidence of checks that have cleared. I have also provided a spreadsheet of my payments. Their response to my evidence is to provide a listing of payments that match neither the actual amount paid nor the timing of the payment. Please see the attachments below for detailed evidence. HomePoint Financial has been terrible to work with. You can never speak with the same representative, no one can tell you if your issue is resolved, and it is now three months of frustration. They are asking for late fees when none are due. I am worried about my credit.
Company Response: Closed with explanation

Timely Response

2018-10-02

Sarasota, FL

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

2018-10-02

Seekonk, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-10-01

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX I authorized payment of {$580.00} to HomePoint Financial to cover an anticipated increase in the amount of my monthly escrow payment. XX/XX/XXXX - My usual monthly electronic mortgage payment of {$2300.00} was debited from my checking account. Starting in XX/XX/XXXX my monthly bills indicated that my account was in suspense. I contacted HomePoint on numerous occasions and after I had made 3 or 4 phone calls it was escalated to a manager in XX/XX/XXXX who told me that my account would be taken out of suspense and the derogatory credit reports that they had submitted to the credit bureau would be withdrawn withn 30 days. I have not been able to confirm this at this time, however. Additionally, in XX/XX/XXXX Homepoint withdrew TWO mortgage payments from my bank account instead of just a single one on the dates below. XX/XX/XXXX - {$2400.00} XX/XX/XXXX - {$2400.00} I contacted Homepoint on XX/XX/XXXX and escalated it to a supervisor named XXXX, who told me that he would have to research exactly why the extra payment was deducted and if I had not pre-authorized the payment, they would issue me a check by mail. After I spoke with him I contacted my bank and had them attempt to stop payment on the XX/XX/XXXX payment which they were successful in doing. On XX/XX/XXXX I called Homepoint and talked to a male who gave his name as XXXX (? ) and asked him to notify XXXX that my bank had issued a stop payment. Nevertheless, on XX/XX/XXXX I received a check for {$2400.00} because Homepoint was in error in deducting the 2nd payment, I am holding the check in lieu of instructions from XXXX. On XX/XX/XXXX I received a letter from Homepoint requiring that I resubmit the payment for {$2400.00}. On XXXX I contacted Homepoint and was told by the female representative that my account was in arears {$2400.00} and that the charge was being reversed and would be taken from my escrow account! At that point I asked to be transferred to XXXX but he did not answer, so I left my name and number on his voicemail to call me. I can provide all bills, bank statements, call times, and letters to document and support this complaint. I am a XXXX veteran and this is a VA loan on my primary residence. I need the help of the CFPB to stop the predatory lender practices that HomePoint Financial is carrying out against me because of their own error, by their own admission, and to restore my credit so that I am no longer financially harmed by their predatory actions. Thank you in advance
Company Response: Closed with explanation

Timely Response

2018-09-24

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/18, my husband and I purchased our home using {$360000.00} of mortgage proceeds from XXXX. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The purchase price of the home, supported by the appraisal, was {$400000.00}. At some point in the next several weeks our mortgage was sold to Home Point Financial Corporation. On XX/XX/18, after selling our condo, we sent certified funds of {$39000.00} to Home Point to pay down the principal of our loan. This payment, along with the regular monthly payments to date, brought our XXXX ratio down to 80 % based on the original value of the home. We also provided a check for {$150.00} for a new Broker 's Price Opinion to verify the value of our home and requested the removal of the private mortgage insurance of $ XXXX. However, the XXXX provided by the company engaged by Home Point showed a new home value of {$350000.00}, a drop of {$49000.00} in less than 6 months. Upon closer review, it became apparent that the XXXX used inappropriate comps. Our home is a rowhouse with no association fees, but the XXXX only used townhouses with association fees as comps. The presence of association fees has a significant impact on the value of the homes. I brought this to the attention of Home Point via email on XX/XX/18. After repeatedly following up, I finally received a response from Home Point on XX/XX/18 stating that the XXXX is accurate and we would need to pay another $ XXXX in order for the PMI to be removed on our mortgage. I've asked for further information regarding the XXXX but received no response. I've also asked for the contact info. of an individual at Home Point, but only receive unsigned communication from a general Home Point email address. We have made all required monthly payments before they were due. We can not help but wonder if Home Point is getting a kickback from the private mortgage insurance provider by ordering erroneous XXXX 's and refusing to remove PMI requirements.
Company Response: Closed with explanation

Timely Response

2018-09-19

Glendale, CA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I have a loan with HOME POINT FINANCIAL C. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and HOME POINT FINANCIAL C with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXXr - XX/XX/XXXX / XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-09-19

Fort Pierce, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-09-17

Colo Spgs, CO

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-09-17

Clarkesville, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Good Afternoon - Our mortgage was purchased by XXXX XXXX XXXX a few months ago and they have been horrible. My last situation, is as follows. I had sent in XXXX to go to additional principle. It was stated on the check to go to additional principle and it was also sent in with their payment stub stating that the money was for additional principle. I received a statement on XXXX and called immediately. They had put {$2800.00} toward principle and then 2 mortgage payments. This was not as instructed on the stub or the check. I called on XXXX they were to reverse and do it correctly. I called on XXXX and was told it was to be corrected on that Thursday. I just logged into our account on XXXX and it is still not fixed. I called XXXX XXXX, they stated that my request was denied b/c the check was written in the previous month. This was not at all my fault, in my opinion this company is purposely avoiding the correction for their financial gain. This also happened on the previous principle check I had written.
Company Response: Closed with explanation

Timely Response

2018-09-05

Marbury, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-09-04

Gwinner, ND

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-08-30

Canyon Cntry, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-28

Davisville, RI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Untimely Response

2018-08-28

Grosse Ile, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Recently, my mortgage was sold from XXXX XXXX to Home Point Financial ( despite similar names, there is apparently no connection to one another ). After having received notification that my mortgage was sold, I immediately went online to create an account and added the necessary information for automatic, recurring monthly payments to be made. Shortly thereafter, I received a letter from Home Point stating that they had a system glitch which accidentally reported to the credit bureaus that I was late on a mortgage payment. When I called for explanation, I was assured that it was taken care of, and that I would not be negatively affected in any way. Not long after this incident, I started receiving threatening letters claiming that I had neither personal property insurance or insurance for my condominium association at large ( both of which I indeed had ). Upon receiving this letter, I called and was instructed that during the process of aquiring my loan, it was my responsibility to provide proof of insurance. Immediately, I sent the proof of insurance both for myself and for the condominium association ( which was not easy to obtain ). A month later, I received another threatening letter stating that because of my failure to provide proof of insurance ( which I had indeed sent over the month prior ), the mortgage company would purchase insurance on my behalf, which would amount to {$23000.00} annually ( as seen in attached document ). Completely distraught over what I was reading, I called Home Point Financial the same day I received the letter, XX/XX/XXXX, and spoke to an employee whose name is XXXX XXXX ( according to another employee with whom I later spoke ). This employee very rudely and harshly exclaimed that I had not sent over the proper documents ( though it was later confirmed that I did, in fact ), and that she would correct the situation after I re-sent the updated insurance documents. Despite having sent over ( now multiple times ) proof of my personal home owners insurance and proof of the condo insurance policy, on XX/XX/2018, but dated XX/XX/XXXX ( just two days after having spoke to XXXX XXXX and sending once again all applicable documentation ), I received a letter stating that the company went forward with purchasing an insurance policy in the amount of {>= $1,000,000} in my name without any written or oral consent or knowledge on my part ( as seen in attached document ). Once again, I called Home Point financial, this time speaking with an employee named XXXX, who apologized and assured me that this policy, which was taken out in error, would be cancelled. On top of this entire debacle, XXXX informed me that Home Point did not properly notate ( upon purchasing my mortgage ) that my loan is indeed set up for Escrow payments, now causing my property taxes and home owners insurance policy payments to be delinquent.
Company Response: Closed with explanation

Timely Response