Home Point Financial Corporation

2018-08-23

Orange City, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-20

Casselberry, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-18

Brooksville, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-08-17

Orion Twp, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I purchased a home in XX/XX/XXXX and my loan was purchased by Home Point Financial. The problem started in XX/XX/XXXX. Around XX/XX/XXXX I received a notification from a credit agency that Home Point had increased my balance. I was concerned so I tried to reach out to the company to get some answers. This is where the problem occurred. I called the number on their website and I spoke with a customer service representative who was unable to verify that I was a customer with Home Point. They transferred me to another agent who also wasn't able to confirm this information through any of my personal information or from the loan number that I receive on my bills every month. Their solution was that I must not have been a Home Point customer. I was frustrated but I called back when I had a printed bill in front me. The same thing happened. I was not able to get answers as to why my balance was reported increased ( even though I hadn't done anything ) which was frustrating but even more concerning was that no one that I talked to could give me any informatino about my account or why they were unable to confirm I was a customer with them. An customer service representative mentioned I must have been affiliated with another company and supposedly transferred me to that company. It was actually just another Home Point Representative who was also unable to verify my account. I ended up giving up and getting logged into my online account and made sure my balance hadn't increased. I was satisfied with that since I had access to my account online. I just tried to get logged into my account online and it appears they have changed their platform so all users ( including already registered users ) had to re-register. I tried to do this and again they said they were unable to verify my account. I just want the service I deserve for paying for this service. I need access to my loan and I need to speak with someone who can help me within Home Point Financial.
Company Response: Closed with explanation

Timely Response

2018-08-17

MI

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Thank you for the opportunity to discuss my problem. On XXXX XX/XX/XXXX I suffered a career ending injury. I applied for, and was granted XXXX XXXX XXXX benefits in XX/XX/XXXX. In the subsequent 2 years I had no problem meeting my financial obligations. In XX/XX/XXXX, my benefits were arbitrarily terminated. A federal law suit was filed and is currently working its way through the courts. During this time I exhausted my life savings in an effort to meet my financial obligation. In late XXXX I began the process of requesting a DEED in LIEU ( DIL ) from HomePoint Financial, the holder of my mortgage. After several difficult months of a run around trying to execute this, Homepoint finally, apparently put the process in motion. During this time period Homepoint was very difficult to communicate with. Often avoiding answering my questions. Frequently stating they would " look into '' my question and get back to me. Often never reaching back out to me. Finally after jumping through every hoop, always in good faith, the DIL was approved. On XXXX XX/XX/XXXX the appropriate legal documents were recorded with the registrar of deeds in the County of XXXX. These included the Warranty Deed and Discharge of Mortgage. I have attached them below. As todays date, XXXX XX/XX/XXXX, the account remains open with a balance of {$160000.00}. In addition Homepoint continues to report me to the credit bureau as delinquent. I have made several attempts to discuss this with Homepoint in the last several days and have been met with severe obfuscation. Every attempt to contact Homepoint has resulted in me speaking to a low level bank representative that has been unwilling or unable to rectify or even explain what is going on. I am sure CFPB can understand my frustration. This long drawn out process has had, and continues to have a very significant negative effect on my credit history. I believe Homepoint 's behavior is at best, bad faith and at worst, possible a violation of the law. I have completed every request made of me in good faith. Any help you can give in getting this issue resolved would be greatly appreciated. If you have any questions please feel free to contact me at your convenience. Sincerely XXXX XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2018-08-16

WI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I had the mortgage set up for auto debit. In the beginning of XX/XX/2018, the mortgage company took two payments out of my account. I called them and brought this to their attention. On XX/XX/2018 the mortgage company sent me a statement indicating that my next payment was not due until XX/XX/2018. Despite this, at the beginning of XX/XX/2018, the company attempted to take out another payment from my account. I immediately called them to protest the payment. The company indicated that it would not reverse the XXXX payment ( per XXXX ). In discussing the issue with them, the company claimed that I initiated the payments which was untrue. In order to avoid yet another payment being withdrawn from my account, I put a stop pay on the account and stopped the auto debit. The stop pay cost me {$35.00} to defend my account from a debit which should not have taken place. On XX/XX/2018 the company sent me a letter asking me to replace the stopped payment in certified funds. It also threatened to report the stopped payment to the credit reporting agencies.
Company Response: Closed with explanation

Timely Response

2018-08-13

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-13

San Antonio, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-13

Seneca, SC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: i was a victim of hurricane irma XX/XX/2017 my address was XXXX XXXX XXXX XXXX XXXX fl XXXX my mortgage company Home point financial advised that they could do a mortgage forbearance for me due to the natural disaster that occurred. I had not missed a payment before this but due to the hurricane my work was affected and i had to pay a high deductible for my roof to be replaced. the total amount was over 5000 dollars as well as hotels for my family of XXXX children. all of our groceries were lost due to power being out. I continued the mortgage forbearance until XXXX when i could sell my home and pay off all debts to the lender. i found out after the fact that they were reporting me late to the credit reporting agencies. i can not apply for a loan due to this. i would like this to be noted that i paid my load every month on time before this disaster. i would like to file a complaint against this company since to my understanding from the FHA.gov website during this natural disaster they could not report to the credit companies negative. they have done this and despite a dozen calls and letters to this company they continue to hurt my chances to buy another home due to no fault of my own. the company received their entire mortgage amount and am not able to get another loan due to their reporting.
Company Response: Closed with explanation

Timely Response

2018-08-13

Waynesburg, PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I received an escrow statement towards the end of XXXX dated XXXX XXXX which incorrectly states a shortage of {$2000.00}. This statement has me incorrectly scheduled to pay additional taxes in the amounts of {$2200.00}, {$500.00}, and {$460.00}. These additional scheduled tax payments belong to my two neighbors and somehow got put on my account The amounts of {$500.00} and {$460.00} totaling {$960.00} were actually paid to my neighbor 's accounts back in XXXX of this year Due to the inaccurate escrow analysis my mortgage payment increased from {$1300.00} to {$1700.00} ( + $ XXXX/month ), which is {$5000.00} more than I should pay over the next 12 months A week later I received another escrow analysis dated XX/XX/XXXX ( why was I just getting this now? ) which showed I had a surplus and even had a refund check for {$470.00} This analysis had the correct school tax scheduled but still had the incorrect county taxes scheduled I called Home Point 2 times on XX/XX/XXXX to figure this out totaling 101 minutes of talk time It was explained to me that the analysis dated XX/XX/XXXX was correct and the analysis dated XX/XX/XXXX was incorrect and should not have been sent to me with a refund check and I was advised to send the refund check back to Home Point so that money could be added to my escrow account due to the shortage It was explained to me that whatever taxes scheduled must have been requested by the County/School and must be paid The representative told me that she did not have a way to show me the actual information about how/why these amounts were requested and explained that I needed to either pay the full amount of the shortage or it would be added to my mortgage payment over the next 12 months The representative told me that I needed to contact the County/School to address why they increased my taxes so drastically After a couple weeks of going back and forth with the County/School, it was discovered that the additional scheduled taxes were paid to my neighbor 's accounts and the County/School never requested those amounts from Home Point. Neither of my neighbors use Home Point for their mortgage company I requested a refund from the County in the amount of {$960.00} but their representative explained that it was Home Point 's mistake and therefore Home Point was responsible for the refund I contacted Home Point in XXXX and forwarded them all the proper documentation showing my actual tax amounts and what had been paid to my neighbors accounts and requested a refund and to have a new escrow analysis completed to reflect the correct amount in my escrow account and a correct mortgage payment I essentially did all of the leg work that Home Point should have done to determine what taxes I should actually be paying and where the additional paid taxes were sent incorrectly Home Point told me again that the refund was not their responsibility and that if the county wasn't refunding me then I should actually go to my neighbors and ask both of them for money. I told them that was NEVER going to happen and Home Point needed to correct this mistake I was assured by reps of Home Point that it would be taken care of before the end of XXXX to reflect a correct mortgage payment for XXXX and to follow up weekly if I don't hear anything Of course I don't hear anything and I continue to follow up until it gets to the point where I'm furious because they haven't done anything and request to speak with a supervisor The supervisor assures me that their team is working on this and it will be corrected by the first week of XXXX I explained to the supervisor that I wasn't going to pay my mortgage until everything was corrected because I shouldn't have to pay an incorrect amount and she agreed It wasn't corrected and I was assessed a late fee for nonpayment in XXXX, which ultimately was reversed I expressed my concern with the supervisor that if this doesn't get taken care of by the end of the month, Home Point would report me to the credit bureaus for a delinquent account. The supervisor again assured me that it would be corrected and if for some reason it wasn't, she would make sure nothing was reported to the credit bureau In XXXX Home Point made national news because they had incorrectly reported thousands of accounts delinquent to the credit agencies, even though those accounts weren't delinquent ( just another thing to prove their negligence ) After the whole month of XXXX passing and still nothing corrected, after multiple calls, I missed another mortgage payment ( due to them not having a correct payment amount ) As of XXXX it was reported to the credit bureaus that my account is Delinquent which dropped my credit score 111 points I have all the email correspondences between me, the county, and the school and I also have all of the call history between myself, Home Point, the county, and the school with dates/times/amount of time. Home point has demonstrated gross negligence with handling my account, wasted huge amounts of my time, caused me to lose sleep, lose productivity during work hours ( dealing with their calls ), caused huge amounts of stress, and now they have caused my credit to take an enormous negative hit. Their representatives were so incompetent when looking at my account that they couldn't understand that it didn't make sense for me to have all of these additional tax payments and they just kept feeding me the same boxed response over and over ; " if those amounts are scheduled, then those amounts must be requested for a reason, and therefore must be paid. '' I had to speak with multiple representatives every time I called and explain the same thing over and over to them and even at one point asked " do you pay 3 separate tax bills to your county and 2 separate tax bills to your school district? '' The representative said " well, no sir I don't '' and I asked, don't you see a problem with this then? And of course I just kept getting the same bottled response as before.
Company Response: Closed with explanation

Timely Response

2018-08-07

CO

Trouble during payment process

Mortgage: VA mortgage

Complaint: Home Point Financial not managing my escrow account properly. Every year for the past 5 years my account seems to have a escrow shortage when the numbers do not add up, For example, when my Insurance and property taxes increase to {$200.00}, I get a escrow shortage bill for {$450.00}. Contacted the VA and they refer me to contact CFPB. I have requested a break down on how they arrived at those numbers, they send a basic break down but nothing showing how they arrived at the escrow shortage amount. Customer service reps for Home Point Financial were not friendly when ask to explain or break down shortage. I am concern!
Company Response: Closed with explanation

Timely Response

2018-08-07

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-04

Bear, DE

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-08-02

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-01

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have my Home Point Financial account setup on automatic ACH and have plenty of money to pay my mortgage, Home Point Financial has internal issues and is not taking payment after repeated calls and me providing the ACH information again and again. - XX/XX/XXXX no ACH payment deducted from my account - XX/XX/XXXX start getting letter demanding to payment - XX/XX/XXXX get a letter saying sorry our system had issues, we have rescinded bad credit notices from bureaus - XX/XX/XXXX start getting repeated automated calls from homepoint - XX/XX/XXXX talk to a person who says we need your ACH again, very odd call almost felt like a scam. Told me they would process the payments. - XX/XX/XXXX no ACH payments for XX/XX/XXXX or XX/XX/XXXX - Get more threatening notices, if I don't respond by XX/XX/XXXX we will terminate your loan. - Call in XX/XX/XXXX to say WTF is going on, the person responds oddly and says we need to move your mortgage do you agree. I continue to question them, they say the prior ACH request was done to early which is why it didn't go through. I very upset say I don't know what you guys are doing but this is all on your end and why are you sending letters, messing with my credit, and stressing me out for no reason. She promises me this time the ACH will go through and it did. - XX/XX/XXXX I get an envelope with hardship letters, etc and they say please file by XX/XX/XXXX to save your mortgage. Avoid this company at all costs.
Company Response: Closed with explanation

Timely Response

2018-08-01

Vallejo, CA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-07-31

Wrentham, MA

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-26

RI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In what appears to be an annual attempt to flout ethical and advised practice, Home Point Financial has again chosen to pay in full local, real property taxes from escrow, as opposed to spreading the escrow on a quarterly basis. For three consecutive years, we as the borrowers have requested in writing that the local property taxes be paid from escrow each quarter, as the tax bill is conveniently designed with quarterly amounts. This would allow for time to replenish the escrow account. Instead, the company has ignored their own previous agreements to do this, choosing to pay the tax bill in full, the same month as the homeowner 's insurance is also paid from escrow, and just before they conduct the annual escrow account projection. This ensures for them that an escrow account containing a significant surplus is sufficiently depleted at the time the company calculates the projected payment for the year, guaranteeing an average increase of between 18 and 24 percent per monthly payment. In XX/XX/XXXX, an additional payment, in the amount of {$1800.00} was sent to the Lender with a signed notice that it be applied exclusively to escrow to avoid further payment shock. It was not applied to escrow. A letter explaining the hardship caused by a fixed rate mortgage with a perennially surging monthly payment was sent in XX/XX/XXXX. As was a similarly exhaustive explanation of the problem conducted in XX/XX/XXXX. Many hours have been spent attempting to contact and resolve this issue, with good faith solutions proposed by the borrowers to avoid this by simply paying the annual tax burden in quarterly increments. Yet, each year we receive shocking notification of an unexpected and unmanageable increase in monthly payment, impossible to budget for, causing untimely payment and threats of default and foreclosure. I am always hesitant to believe malicious intent over the far more likely answer of the path of least resistance to explain why each year Home Point acts as though they have never heard of our cries for relief of this unnecessary practice of depleting escrow as much as possible immediately prior to calculating the next year 's escrow projection. Yet, after three consecutive years of losing sleep over the threats of losing our home, I can no longer believe that this practice is anything other than by design. Property values in our neighborhood are rising quickly and the economy suggests short term investments are more profitable than long term investments. Mortgage interest rates are going up. Therefore, to exploit a loophole in the fixed rate mortgage contract and force a middle-class family from a home in a high real estate value neighborhood inevitably yields a quick profit for a company that has not demonstrated scrupulous behavior.
Company Response: Closed with explanation

Timely Response

2018-07-25

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made my scheduled payment on XX/XX/2018 and paid the full amount to my mortgage lender, Home Point Financial. This was my third payment to them, as my mortgage was recently sold to them. Later in the month ( about two weeks later ), I received a modified escrow schedule. The schedule states that based on Home Point Financial 's Analysis, my payment will need to be increased about {$160.00} per month and the company " likes to keep a reserve in escrow of {$520.00}. '' It clearly stated this was not a bill. I received another such notice within about a week and this time the monthly estimated increase in payment was about {$150.00}. On XX/XX/2018, I received a letter informing me I was {$160.00} delinquent on my account for XX/XX/XXXX and threatened with collections. For the past week before, I had received calls every day from Home Point Financial where no message was left. On XX/XX/2018, I received a phone call informing me I was delinquent on the account and a woman telling me she wanted me to pay right now. I informed her I was looking into the matter and was in the process of making payment. She then threatened to send this to collections if it went due past 30 days. This prompted me to call Home Point 's customer service. I was told the balance showed XXXX on one screen and that I owed {$160.00} on another. The representative stated " well you have 60 days anytime your mortgage is new for payment so it's not an issue. '' She then attempted to collect the money and I asked about the authorization for the escrow reserve which was never granted by me. She sent me to escalations and I spoke with another gentleman. He advised the analysis on my account for escrow should not have ever been run and my payment should not have changed. He confirmed that if it had been changed, I would have had 60 days advanced notice. He said he would try to set my payment back to what it was and I would need to check to make sure the XX/XX/XXXX payment ( which I was told was held and not applied ) had gone through in a couple of days. I sent a message to customer service again inquiring as to the authorization for the escrow reserve and a better explanation of the analysis which was run on my account when it shouldn't have been. All I was told was they saw I spoke with someone on the phone and they " apologized for any inconvenience. '' So they make a mistake, demand more money and not notify me until long after my payment was made that I owe them for a large escrow reserve I never agreed to. On top of that, they then harass and threaten me with collections for their mistake???? This is not an acceptable business practice.
Company Response: Closed with explanation

Timely Response

2018-07-18

Garrison, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-07-18

OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a home mortgage with Home Point Financial corporation. Prior to receiving an Escrow shortage letter in XX/XX/XXXX I was paying {$1400.00} every month. The escrow letter shortage stated if i paid {$460.00} by XX/XX/XXXX my mortgage would only increase to XXXX. If I did not pay the shortage in full my new monthly payments would increase to XXXX effective XX/XX/XXXX. I contacted the escrow department with Home Point Financial and paid in full, over the phone, {$460.00}. I was advised to start paying XXXX for my monthly mortgage. ' I have been in Bankruptcy for approximately 2 1/2 years but my mortgage is not included in the bankruptcy payments. I do not receive a bill or statement for my mortgage due to Home Point 's policies in dealing with individuals in bankruptcy. In XX/XX/XXXX I received a mortgage statement from Home Point indicating I owed {$4600.00}. When I called Home point for an explanation they told me that " someone '' dropped the ball and did not apply my escrow shortage to my escrow account. As a result, i was being billed XXXX every month and my XXXX that I would submit every month went into a " Suspense Account ''. So I was told it was there mistake and they would rectify it with a new escrow analysis and apply the funds i have been paying for the last 9 months plus the shortage to the proper accounts. That was 2 months ago. I have spoken with heir bankruptcy department no less than 20 times and have been told most recently that my account has been elevated to the Bankruptcy manager at Home point. That was a month ago. I was told several reasons for the delay. None of which are true. the first excuse they gave me was I didn't ask for an escrow analysis after i paid my shortage. When in fact I asked 3 times during the month of XX/XX/XXXX and was told it was being worked on and it would take 2 weeks. It was never done according to what i am being told now. The second reason for the delay is Home point says they are waiting for approval from my lender. In any event. i called this situation to their attention over 2 months ago and i am still being billed XXXX. i have done everything Home point has asked of me. I pay my mortgage on time. I paid my escrow shortage in full on time. And this is what i get in return. I have contacted my attorney, i have filed a fraud complaint with the Federal Trade Commission for improperly using a suspense account with my money that should be applied to my mortgage.
Company Response: Closed with explanation

Timely Response

2018-07-16

Diablo Grande, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-13

Lincoln, NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I purchased home in XX/XX/XXXX. In the start of XX/XX/XXXX I tr ied to remove PMI, had multiple attempts through calls and emails and never got a clear answer why I could not remove. In XX/XX/XXXX, Escrow statement sent, shortage, needed to pay in full {$3800.00} or it would be spread over 12 months combined with the increased new payment added {$630.00} each month. I have an excellent credit score and trying to keep that integrity as well as maintain payments so I can live in my home. I find this 64 % increase unacceptable and hard to believe its legit. I have called, emailed and went to this lenders website. I have experienced " number not in use '' messages, extremely busy messages, and also 2 live calls resulting in being put on hold and promised when the supervisor is free they would call back, but never have. Recently, I have been sent automated emails on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX all stating the same thing that they are waiting to hear from me. I did get a reply but that individual stated " I'm sorry that was an automatic email that's going out. They haven't turned them off yet. I am no longer originating loans for ( ), they are closing the XXXX office. You may want to go to XXXX for the lowest rates in your area right now ''. So I can't get in touch to discuss and now I question how accurate and legal this all is. I did XX/XX/XXXX payments to cover the shortage and new payment, but I would like this matter looking into and get some clarity on why such a dramatic change. Thank you.
Company Response: Closed with explanation

Timely Response

2018-07-10

Wickliffe, OH

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX XXXX XXXX is reporting 4 Late Payments ( XXXX, XXXX, XXXX, and XXXX when I was never late or even with that company. This was fixed but has reappeared on my XXXX report.
Company Response: Closed with explanation

Timely Response

2018-07-10

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Home Point Financial is the mortgage company. I live in a condo and they are the mortgage company. They are only supposed to pay insurance for my apartment a total of {$300.00} a year. In XXXX they erroneously paid {$2400.00} to a different insurance company to pay for the master insurance on the whole house - an error. This was supposed to be paid by the Condo Association. I repaid them the full amount and they raised my escrow {$400.00} per month. They are not even crediting me with my regular payments - but are keeping it in a separate account. All my calls, letters, and emails have gone nowhere. Please help.
Company Response: Closed with explanation

Timely Response