Consumer complaint received 2019-03-15
Company: Home Point Financial Corporation
State: LA
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Since XXXX I have owned a condo in XXXX XXXX XXXX, Florida. When the condo was purchased my mortgage was collected by XXXX XXXX XXXX XXXX. 

As of XX/XX/XXXX my mortgage was transferred to another company and my rent was now collected by Home Point Financial. The way I found out about this was when I suddenly took a hit on my credit score for being late on my payments. I was not aware that my loan had been transferred and therefore I had not transferred my mortgage payments to a new lender. 

Anyway, lesson learned, I paid my dues and I set up an autodraft with Home Point Financial to make sure there were no future problems with payments. As I have recently moved to XXXX I called to inform Home Point Financial of my new address and phone number in XXXX. My email address has remained the same. I was told that it is not possible for them to enter a non-US address and phone number in their system but that they would make a note in my file that any future communication should take place by email or by through my account on the company website. As it was not possible to use a non-US address I provide the address and phone number for a friend in the US. 

Fast forward to XX/XX/XXXX. I log into my bank account with XXXX  XXXX ( where I have set up my auto draft for my mortgage ) and I notice that my last payment was not {$1100.00} as usual, but was now {$2200.00}. So it was suddenly increased by {$1100.00}. I immediately logged on to the Home Point Financial website and I found no messages in my inbox. I have also not received any letter by mail ( in XXXX or at my friends address in the USA ) or email. 

So I call Home Point Financial and I am told that due to lacking proof of insurance a lender placed policy has been put in place on my account. I tell them that the building insurance is placed through the HOA ( XXXX XXXX Home Owner Association ) and that they would have gotten the insurance documents by contacting myself or the HOA. 

They have no explanation as to why they have not reached out to myself or the HOA but they tell me to please submit all my insurance documentation, which I do right away. I call back to confirm that all my documents are received and they confirm that they have received all they need and that they will make sure to update my auto-draft amount. 

Two days later I log back in and see that my new monthly payment is calculated to be {$1700.00}, so still {$590.00} more than normal. I call back and after much back and forth they tell me that the original lender placed policy was cancelled but a new flood policy was put in place the day after. The rep I talk to does not know why this has happened, it is done by someone else in another department. After many hours of phone calls and inquiries on my part I come to find out that they need the HOA to submit the flood insurance policy once again for some unknown reason ( it was already submitted the first time ). But they tell my that the HOA has suggested that I need to place an additional Flood insurance policy for the inside/contents of my condo. I tell them that I already have a separate policy for the inside of my condo ( called an H06 policy, already submitted to them the first time ) and I inform them that my condo is on the fifth floor of the building and not very likely to flood. I also reach out to my HOA and talk to the manager there and he informs me that no one from Home Point Financial has been in touch with them. 

After days of more inquiries, emails and hours on the phone ( international charges, mostly on hold to talk to someone that knows what they are talking about ), I am told that the lender has finally cancelled my lender placed policies and my monthly payments will go back to normal as of XX/XX/XXXX as the insurance information took some time to update in their system. So my next payment will still be {$1700.00}, {$590.00} more than normal. 

This means by the time we get to XXXX I will have overpaid {$1700.00}. I have been told that some of this will be refunded to my escrow account, but they can not confirm that they will cover any Insurance charges for the period of time that the lender placed insurance was placed on my account.

Company response to consumer: Closed with explanation