Consumer complaint received 2018-11-28
Company: Home Point Financial Corporation
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I lost my job of 18 years in XX/XX/XXXX, due to no negligence of my own and to this day am still in an on going battle with the XXXX XXXX XXXX  who I was employed by. I was able to keep up my payments through XX/XX/XXXX. Once I realized I would not be able to pay XX/XX/XXXX I notified Home Point Financial to let them know. I was told that they could not help me until I was at least one month behind. They then, started contacting me about no payment by the end of XX/XX/XXXX. I then called them again and explained what was going on. I also explained I was trying to get a job and this would be temporary. They then send me a package to fill out. I did everything I was supposed to, sent them all information asked of me. Also, I will add, that I have never been late, let alone, missed a payment in the entire time I have had the loan. Once my package was in, some time passed and I was asked to supply more information, which I did. More time passed and then I receive a letter stating they have dropped the mitigation because I did not comply with getting them the information they asked for by the date specified. I have the email with all the information they asked for and the email shows the date I sent it all back to them and I was in compliance. I tried numerous times to call them. I was told I needed to speak with " XXXX '' and there was always a reason he could not speak with me. Finally I got a manager involved and XXXX called me back. I informed XXXX that I had everything in on time and everything that was asked for. He told me I did not include an offer letter. I was not working and was unable to produce that for one, and for two, they never once asked me for an offer letter. I have all of their letters they sent me, none ask for that. Once I cornered XXXX, he admitted that the letter did not state I needed to provide an offer letter. Also, they asked for pay stubs, and not only did I tell them in the package I turned in that I was not working and could not produce those, I told them again in the email when I sent them the second set of information they asked for. XXXX sent me another package to complete and at this point, I had gotten a job. I told XXXX over the phone, and again in the new package, that I have XX/XX/XXXX and XX/XX/XXXX  mortgage payments and can keep them up from there on, and all I need is for them to work with me on the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments. I want to keep my house. I received a letter in mid XXXX asking for 2 months worth of bank statements, which I already gave them in XX/XX/XXXX, my XX/XX/XXXX Tax Returns which I have given them 2 times before, and they also wanted a signed and dated letter explaining the deposits in my account that were not from payroll. I am to have that all to them by XX/XX/XXXX. I sent them everything yesterday, XX/XX/XXXX. I also, in my email to them, explained that this will be the third time they have asked for and received my XX/XX/XXXX Tax Returns and if there is something specific they are looking for to please let me know as I would like to get this all cleared up. In the mean time, they have sent someone out to do an inspection of the outside of my house. I am really trying to keep my house and would like help rectifying this. They call me and when I take their calls or call them back, the person on the phone can't help me. I asked XXXX in our phone conversation to please contact me through email if he needs anything and he specifically said he would, although that still has not happened. I'm not sure what to do from here, they will not talk to me. When I email them, I get nothing back! They will not take the payments I have, so it's making it look like I am almost 6 months behind, but in reality I am 3 months behind and really trying to get this taken care of! Please help!

Company response to consumer: Closed with explanation