Consumer complaint received 2021-02-12
Company: Home Point Financial Corporation
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX, I initiated a request to my existing mortgage company to refinance my 30 year VA loan into a 15 year Conventional loan. I received a phone call from a representative who left a voicemail as I was unable to answer the call. I returned the call a couple of days later and never received a call back. On XX/XX/XXXX, XXXX XXXX with Homepoint contacted me to ask if anyone had followed up on my request to which I responded him. We discussed what I wanted to do and he took my application and started the process. He did advise me that refinance 's were taking longer than usual due to the Covid pandemic and that it may take a couple of months to get completed. On XX/XX/XXXX, XXXX sent me an email quoting me a 15 year mortgage at 2.75 % with about XXXX in closing costs and that an appraisal waiver had been approved. That same evening, we locked the rate and the only documentation he requested was a subordination from our 2nd mortgage and e-signatures on the disclosures. On XX/XX/XXXX, XXXX reached out again to ask for an insurance declaration page as the one on file had expired. I responded with the document that day. On XX/XX/XXXX, I sent XXXX  a copy of our 2nd mortgage statement for them to request the subordination. On XX/XX/XXXX, I received an email from XXXX XXXX asking for our government issued ID 's. I completed the request within a day or two. In XXXX, I left a voicemail for XXXX explaining my frustration with how long this process is taking and that I wanted a call from a supervisor. Someone claiming to be a supervisor called and left a voicemail explaining that things were slow but left no call back number for me to call her back. At this time, my file was transferred to a new loan processor named XXXX XXXX. On XX/XX/XXXX, XXXX reached out to me and asked for a status on the 2nd mortgage subordination as that was the only thing we were waiting on to close. I called her to discuss as I thought they were handling this request. I called my mortgage company to get the process going which required Homepoint to submit the request and pay a {$250.00} fee. Once the request was received, it would take seven days to process. On XX/XX/XXXX, XXXX called and left a voicemail that underwriting could not read my spouse government issued id and they needed a copy of her XXXX XXXX. The documents were emailed on XX/XX/XXXX. On XX/XX/XXXX, I emailed XXXX asking for a status as I had received a payoff statement from Homepoint and we were pushing up against the good through date. Again, I expressed my frustration with how long this was taking. I never received a response from XXXX. On XX/XX/XXXX, I sent another email to XXXX expressing my frustration and explaining that Homepoint has negatively affected my credit standing with multiple inquires on my credit report along with costing me thousands  of dollars in interest by not getting this refinance closed timely. I asked for a supervisor to call me with a set timeline for when the refinance will close. I also threatened a CFPB and XXXX XXXX XXXX  complaint if I did not hear from anyone. On XX/XX/XXXX, I received an email from XXXX XXXX that my file had now been sent to her for processing and that nothing was needed from me but that she was waiting on updated internal documents. She said once received, the file would be sent to an underwriter for final review. I promptly responded to XXXX that I wanted a supervisor to call me, as I requested in my email to XXXX. I also told her I want a set timeline for closing. As of today, XX/XX/XXXX, XXXX has not responded to my email and I have not received a call from anyone at HomePoint. At this point, I have no idea what costs I will be charged, what interest rate I will be getting, and I want to know how Homepoint plans to compensate me for the additional interest I have paid due to the excessive delays.

Company response to consumer: Closed with explanation