Consumer complaint received 2021-09-07
Company: Home Point Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a timeline I created to send to homepoint financial outlining my issue so they could resolve it. I have supplied proof of all payments including PDFs of all of my bank statements showing the money leaving my account and going to my original servicer. They refuse to do anything to fix it and keep saying I owe them thousands in past due payments, including harassing me with collection phone calls. It has been a monthlong process of me investing time into resolving this every day and them just telling me to wait longer. It is unacceptable! 

I closed on my house on XX/XX/XXXX -loan with better mortgage -servicer XXXX  -made payments : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX -received monthly mortgage statements from XXXX from each of these months -no payments due until XX/XX/XXXX because of early+extra payments -received welcome letter from new servicer, HomePoint in early XXXX stating that they would be taking over -showed date of takeover as XX/XX/XXXX ( over a month BEFORE I received the welcome letter ) -went online and created account with homepoint -showed that I was behind on payments since XXXX somehow -called XXXX and HomePoint -XXXX said they were transferring the loan and the transfer would happen XX/XX/XXXX but confirmed my payments were more than up to date and all was well -HomePoint maintained that I am behind multiple payments even though they werent the loan servicer and wouldnt have all information yet. I asked for an escalation and was told a new loan department would look into it and to email documentation of payments I had made. Was told of 60 day protection, I explained that I only became aware of these overdue payments 47 days after the clock started since homepoint is showing that they had the loan since XXXX. Was told to send email documentation of payments, etc -sent in multiple emails with PDFs of bank statements and screenshots of payment confirmations -received XXXX letter from XXXX showing transfer date of XX/XX/XXXX -called homepoint for an update -was told there were no changes, essentially -began receiving calls from homepoint debt collectors daily asking why Im not paying my mortgage -called HomePoint, was told everything would be fine and I should wait for XX/XX/XXXX, the date of the transfer, and then all information would be updated XXXX came and went, now my loan portal on old servicer shows that the loan is gone since the transfer completed on their end -homepoint STILL reflects the incorrect balance, due date, and missed payments -Homepoint shows my next payment as due XX/XX/XXXX ( incorrect, should be XX/XX/XXXX ) and that I need to pay multiple payments at once -this date is approaching quickly and nothing is being done to fix this situation despite me spending hours trying to do so even though I had no say or part in the transaction between loan servicers -this seems to be entirely a discrepancy between the two servicers and I am appalled that resolving it is falling on me. I have done everything I was supposed to do as a borrower, but I am getting calls accusing me of shirking my debts and am facing the prospect of having to spend extra thousands of dollars to bring my loan current while this issue is resolved even though I have spent those thousands already. I dont want to risk my credit score because two loan servicers cant handle the transfer of a loan. 
-my concern is that homepoint is going to report my delinquent payments as of XX/XX/XXXX, or 60 days from the INCORRECT date of loan assumption, because this has not been addressed, and I should in no way have to take a hit from that because I have been paying my mortgage the entire time ( and no, it was not to the incorrect servicer, because despite what homepoint claims, my servicer was XXXX until XX/XX/XXXX. This is evident from the monthly mortgage statements they sent me and the fact that I could log on and see all my loan info in their portal and, after the REAL transfer, that is no longer the case. ) -additionally, despite homepoint claiming Im behind on payments TO THEM for 53 days, they dont show any statements issued to me before XX/XX/XXXX -the statements they did have showed the discrepancy -now those statements have been removed from my account portal on their site and the amount I owe has been reduced by the equivalent of one payment, though they have no record of that payment -the due date on the paperwork they sent me is BEFORE the loan setup date or the transaction date-by over a month!

Company response to consumer: Closed with explanation