Consumer complaint received 2020-06-23
Company: Home Point Financial Corporation
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
We closed on a new construction XX/XX/XXXX. Our loan was immediately sold to HomePoint Financial and the first payments made to them XX/XX/XXXX. I received a real estate tax bill early XXXX and paid it immediately myself because I hadn't received any correspondence from HPF and was concerned they wouldn't be able to pay it on time, but they later paid it in XXXX and I was refunded. I received 2 bills on XX/XX/XXXX ( {$680.00} & {$5200.00} due on XX/XX/XXXX ) and immediately faxed it to HPF, confirming verbally several days later that it had been received by the appropriate department and would be paid. I heard nothing from them going forward. In late XXXX of XXXX I received a delinquent tax notice with penalty for those 2 bills. I spoke with the tax collector at the time, XXXX, who informed me she hadn't had any communication with HPF regarding those bills and suggested I speak with them about it, so I did. I faxed the forms to them again & repeatedly called over the next few months until I finally spoke with a supervisor, XXXX XXXX, on XX/XX/XXXX who asked me to email him the bills and he would see that it was handled. It was paid on XX/XX/XXXX in the amount of {$770.00} & {$5900.00} plus 2 additional {$10.00} charges, which I am told by XXXX are standard charge for a duplicate bill ( to be clear, they had been faxed and emailed to HPF multiple times so there was no need to request additional copies & thereby charge me for them as well ). I emailed XXXX XXXX XX/XX/XXXX as soon as I was able to see the charges on my statement to clarify why I had been charged the penalty by HPF as I had given them plenty of notice to pay on time. I received no reply, I attempted to call him several times and received no answer, not even to a voicemail on his direct line. I received another letter from HPF stating they hadn't been able to get coverage confirmation my homeowners insurance either so I decided it was time to call yet again for both issues ( I called my insurance company first & was told they received no communications from HPF either ). I called HPF today & was told they received the coverage information sent hours earlier from XXXX XXXX XXXX and would work on it, I was then transferred to XXXX XXXX again, a supervisor, who proceeded to tell me first that the reason my taxes weren't paid was that the company doesn't pay interim tax bills, I questioned him why I wasn't notified of this when I sent the bill and he then placed the blame on my realtor and closing agents for not informing me that they aren't paid via escrow ( I informed him that this was the exact opposite of what they told me at closing as well as the fact that if this was the case HPF should have notified me they wouldn't be paying it when I originally faxed it in XX/XX/XXXX ). He then proceeded to tell me that he has extensive communication logs with my township in XXXX stating that they told him that all of my bills were paid and there was no outstanding balance. I probed XXXX XXXX further and he was unable to give me the name of an agent at the township who told him this in his extensive records, nor was he able to tell me the correct dollar amount of the exact bills that were discussed ( he quoted me an amount of {$600.00} which doesn't correspond with any of my bills ). This is the first time in numerous communications with XXXX XXXX and other agents at HPF that they mentioned there had been any correspondence with the township in XXXX and can not give me details of the conversations that they claim were extensively documented. At this point i recognized a pattern of lies from HPF claiming they contacted other agents to conduct business but none of those companies seem to have any records of that. Both XXXX with the township and XXXX XXXX claim they received no correspondence from HPF. XXXX XXXX refuses to refund my {$740.00} in penalties and duplicate bill charges to my escrow account. I have contacted XXXX and will continue to work with her as well to resolve the issue.

Company response to consumer: Closed with explanation