Consumer complaint received 2018-01-22
Company: Home Point Financial Corporation
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX which XXXX, Customer Service, XX/XX/XXXX, called me and said this call was being recorded and monitored. I said I will also record this call as well and XXXX said, " Okay. '' XXXX told me my escrow surplus check of {$1000.00} was processed on XX/XX/XXXX. He said it was sent to my address by United States Postal Service. I asked him if it was sent certified mail and he replied no. It seemed odd and he put me on hold and returned approximately 10 minutes later and said the check number was XXXX. XXXX i.d . XXXX called from ( XXXX ) XXXX. After XXXX returned he said he saw that the surplus check wasn't cashed and confirmed my address and said he would be a stop on the check and my escrow surplus check would be mailed on XX/XX/XXXX and I would receive it in 7-10 days. However, on XX/XX/XXXX I received an email from someone else stating that I could not receive my escrow surplus of {$1000.00} until my mortgage was current and then I can ask for it. On XX/XX/XXXX I paid 2 payments which included XX/XX/XXXX and XX/XX/XXXX mortgage payments and asked if this escrow surplus amount could be applied to XX/XX/XXXX which was {$800.00}. As they monitor all calls and they are recorded they would have proof of this information and I was told that they would apply it to XX/XX/XXXX statement. I thought they would do this as it's illegal to keep more than {$15.00} and that is actually on the back of their statement. I did not know that they didn't apply this escrow surplus as it's a Federal Law until I tried to sign into my account online and pay XX/XX/XXXX 's statement. I spent 3 days trying to make a payment by phone as I kept XX/XX/XXXX=XX/XX/XXXX. On XX/XX/XXXX after holding for 36 minutes and my friend was on the other end as a witness as she was connected through a conference call. I was instructed by a different customer service rep who didn't know how to handle this and said that I couldn't pay XX/XX/XXXX and had to pay XX/XX/XXXX statement which now including inspection fees of {$45.00}. She had XXXX call me XX/XX/XXXX XXXX XXXX ET. XXXX told me that he is showing that I have a conventional loan, however, when I signed to refinance with XXXX XXXX at XXXX XXXX XXXX. this was a HUD-1 loan. XXXX told me that XXXX XXXX is the same company as XXXX XXXX  XXXX as I wondered if this is a legitimate company as I've had so many problems with them in the past. They also lied to your company as I never told them I didn't want a loan modification loan. On XX/XX/XXXX I received a notice of servicing transfer stating new servicer is XXXX XXXX XXXX  . Servicing Department and the current servicer is XXXX XXXX XXXX their servicing department. I went through all my paperwork today and found this and I could never find any information on XXXX XXXX XXXX XXXX which legally they are supposed to let me know 30 days in advance if the servicer changes. XX/XX/XXXX is the date of closing when I closed with XXXX XXXX XXXX as they refinanced my mortgage. I don't understand why they show my income being much higher than it was as I am XXXX and collecting social security XXXX. Anyway, something does not appear right with this corporation as Home Point tells me it's the same as Maverick but a letter states otherwise including a different loan number. When they informed you that they didn't receive my XXXX  XXXX 's diagnosis until XX/XX/XXXX when I applied for a loan modification this is false. I have a witness who heard the telephone call in XX/XX/XXXX as my phone was on speaker and as all calls are recorded they should provide you with that. I was told every form needed was received and a decision would be made at the end of the month. It was obvious that I was given a run around. I also have proof that I was in the ER due to XXXX  XXXX XXXX and had a XXXX XXXX  and my diagnoses was XXXX XXXX  XXXX and my XXXX had XXXX and they administered XXXX XXXX XXXX XXXX XXXX. I followed up with my XXXX  XXXX and as he ordered a XXXX I was diagnosed with a XXXX XXXX   XXXX XXXX XXXX XXXX which is a XXXX XXXX XXXX XXXX XXXX. I also get XXXX XXXX and this company has caused my XXXX XXXX XXXX XXXX again and I was seen by my XXXX XXXX XX/XX/XXXX and had XXXX in my XXXX. I told XXXX XXXX XXXX XXXX that I needed help with the loan modification when they said, " As it's getting closer to the end of the year in XX/XX/XXXX I would have to start it all over again. '' I started the loan modification in XX/XX/XXXX. I sent everything they needed certified. I do not file income tax as I receive social security XXXX income and XXXX. My income with my XXXX  child who was only XXXX years old and not XXXX years old which XXXX listed on closing XX/XX/XXXX was {$1700.00} monthly and ( {$550.00}. was under my son 's name as he is a minor and he still is. ) I do feel I got the run around and I honestly feel they never intended to keep me a loan modification. It seems apparently many mortgage companies did this as I am seeing a class action lawsuit. Now, I am being charged {$240.00} per XXXX and this is an error. I can not talk to any supervisor and they are not there to help me and this is making my anxiety worse and my other diagnoses worse which include major XXXX and XXXX as I was XXXX XXXX XXXX XXXX in XX/XX/XXXX. I cry everyday as they make a mockery out of me. XXXX said I would receive this escrow surplus which I need desperately and my minor son 's needs can't be take care of and now I am told they will not release my money. So, my son can not get the application form into college because of this. This company is lying to you and in XX/XX/XXXX they didn't wait 2 months for this doctor 's letter. It was faxed to them immediately and there is proof of it. They think I am some stupid woman who is a single mother and they feel they can do anything to me as I can not afford an attorney. Can you please help and not just take their word for it. If you read the employees reviews of this company it may tell you a different story as they can not even get Paid time off and they have to take sick days. Maverick Funding has mostly 2 star reviews costing people thousands of dollars. I don't know if they are legitimate but it sure doesn't appear that way. They should owe me money as they held my escrow surplus check. Does the Federal government penalize mortgage companies for this? This is the truth and if you need attachments I can provide them but please do something about this company as I can not take it physically or mentally. They want to foreclose and they are not there to help me. 
Please read this and you will know the truth. I hope I can help others because I'm ready to disclose them on XXXX because I don't want to see innocent people going through what I did. I am honest and yes I need a loan modification. XXXX on XX/XX/XXXX said he doesn't feel that they still offer them. XXXX on XX/XX/XXXX told me they do offer them. If a lawyer can take this case and help with the loan modification that would be great because everyday I am crying and I don't care anymore. They will break your soul and I cry every day and I can not sleep and I can not eat. I keep losing weight and it's so stressful that I feel you will automatically take their part because they have more powerful attorneys and attorneys make a difference with the judges in this country. Justice is not blind like it was supposed to be.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation