Consumer complaint received 2022-04-06
Company: Home Point Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my mortgage with home point financial and specifically asked for my note to NOT be sold, especially to XXXX XXXX XXXX since they are the most corrupt and inefficient company that targets screwing up customer credit scores deliberately, causing a lot of stress and anxiety to their customers. I have always paid my mortgage on autopay and not once was they payment not made. 

Home point financial said they would escalate this request so they could get me to sign the loan documents. 
I found out only 2 days ago that Home Point Financial sold my loan to XXXX XXXX XXXX  XX/XX/XXXX with NO notification to me my mailing address since XXXX. The way I found out was because my tenant forwarded letters received at the property for the mortgaged property, located 8 hours away by car from my residence. I received those letters on XX/XX/XXXX. 

I never received notification about the sale from Home Point Financial or XXXX XXXX XXXX in the 2 months the note was transferred. Not even a " heads up '' that this transfer was going to take place. I immediately called XXXX XXXX service on XX/XX/XXXX and they confirmed they had the wrong mailing address. The customer rep noted the situation and opened a case with their customer advocacy team and transferred me to that number. I left my number for a call back, which never happened. I called back on XX/XX/XXXX opened another case with Customer Advocacy ; the customer rep indicated she made an appointment with that group to call me on XX/XX/XXXX to resolve the situation. No one called and I found out at on that day, the notes said they would not call me. 
I called XXXX XXXX loss Mitigation department per the number on the letter who was very rude to me, and informed me of fraudulent notes made on my account by Customer Advocacy team that they called me several times since XX/XX/XXXX and left messages. My phone does not have any of the dates and times recorded on the account. 
I now have a ruined credit report with an XXXX, they won't stop the XXXX clock nor try to confirm with Home Point Financial that they have been receiving the payments to clear my report. Even though I have been paying Home Point Financial the mortgage on time, and they accepted the payment, Home point is not giving me a refund. 

XXXX XXXX servicing never texted nor sent me an email about me being in default, even though they had that information, and had my mailing address wrong. One would think they would use these communication tools if they really tried to reach someone urgently. 

In the last 2 days, since I found out my loan was sold to XXXX XXXX, I have called several times to resolve the issue and stop the clock on this Notice of default deadline. XXXX XXXX XXXX customer reps continue to send me to XXXX XXXX XXXX - who do not take my calls, and claim they can not correct the situation. 

In addition, they XXXX XXXX XXXX XXXX reps updated my account system notes with fraudulent messages indicating they left me messages on my cell phone and have unsuccessfully tried to reach me. When I asked the customer service rep to find out why they are not returning my calls, they indicated the only note on the account is that they will not call me to correct the situation. 
Something is very corrupt here. You should get the recorded calls. It seems they are aware I am a XXXX XXXX and trying to find a means to take over my property that has equity with corrupt tactics.

Company response to consumer: Closed with explanation