Consumer complaint received 2021-10-05
Company: Home Point Financial Corporation
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Today, on XXXX XXXX I was sent an email from the mortgage company Homepoint Financial stating they mistakenly reported a late payment on my credit report for my XXXX mortgage payment. Homepoint Financial admitted the late reporting was done and was a mistake as the account was in forbearance.Prior to this, on XX/XX/XXXX, I called and spoke to a representative named XXXX, ID # XXXX. He stated that the late reporting for XX/XX/XXXX was an error and would be corrected in 30 days. He said there was also a note on my account from XX/XX/XXXX stating their was processing error at fault of Homepoint Financial. He said there was a note placed on the account referencing the error and that a payment was pulled in XXXX and the late fee was waived due to the error. He said to ensure it gets fixed, file an internal complaint with Homepoint and submit a 3rd party credit report to showing the reporting. I submitted it and it was not corrected. On XX/XX/XXXX, after received conflicting information from a Homepoint rep named XXXX, I resumitted the report in XXXX. I was sent an email form Homepoint Financial on XX/XX/XXXX, stating they don't honor 3rd party credit reports, which contradicts their complaint process. The late payment status is still showing on my credit report, months after they confirmed removal. 
On the same date of XX/XX/XXXX, XXXX stated the other late payment for XXXX shouldn't have been reported as there was a note placed on the account that due to an error of Homepoint Financial 's payment processor, the payment was to be reprocessed and for whatever reason wasn't. He said Homepoint failed to reprocess the payment as they in the account, resulting in a late payment byt the time the next months payment was due. He said, because it was Homepoint Financials error, they waived the late fee and corrected the late on my credit reporting. On XX/XX/XXXX, I called with a representative from XXXX XXXX, name XXXX XXXX. We spoke with Homepoint representative XXXX. XXXX confirmed for XXXX and I that the XX/XX/XXXX late credit reporting was in error and will be fixed on the next reporting cycle. She also stated that The XX/XX/XXXX late reporting was in error too and that there was a note on the account confirming Homepoint 's payment processing error. She confirm to XXXX and I that both would be fixed for the next reporting term. On XX/XX/XXXX this was still not fixed. I called in again with a representative from XXXX XXXX, XXXX XXXX. The Homepoint representative XXXX, ID # XXXX told XXXX and I that the late reportings will stand and that there were no notes on the mortgage account for either error. I urged XXXX to look at all the notes on the account to confirm what the last 2 reps told me. XXXX stated that no notes existed on the acocunt. I hung up with XXXX and called Homepoint again on XX/XX/XXXX and spoke with XXXX ID # XXXX, she stated she saw notes for both incidents. She transferred us to " XXXX '' who did not state her ID. She said XXXX and the other representatives were wrong about the notes on my account and misguided me. She then asked me to submitted an email stating which representatives I spoke with so she can address them. However, the log of representatives I spoke should have been listed on my account, but that was not confirmed. She then stated that I would have to provide it in an email complaint to escalate the issue. I received and email on XX/XX/XXXX stating my Homepoint Financial account was reviewed and in response to my additional complaint on XX/XX/XXXX. The stated they dont accept 3rd party credit reports even thought it was a requirement to review my file and fix any discrepancies. XXXX stated they will finally fix the XX/XX/XXXX late reporting but again it will take 30 days to do. They have promised this before and lied. They stated the XXXX report which was for XXXX would not be corrected after multiple Homepoint Financial representatives assured me this was an error on their end and there were notes on the account to support ( which also was the reason they stated they waived their late fee ). I believe the company conveniently lost records/account notes and information as there is no sensible reason for multiple company reps to see a notes on the account about a Homepoint Financial processing error and now the error never existed. Also, if the company did not loose data, why require a customer to report who they spoke with and when if all communication is recorded. This credit reporting company has been untruthful, predatory and unprofessional as they submitted false data negatively impacting me on multiple occasions and have not kept their word to fix their errors. As a result, I would like to see both late reportings removed from all my credit reports.

Company response to consumer: Closed with explanation