Consumer complaint received 2023-02-21
Company: Home Point Financial Corporation
State: NV
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear Sir or Madam, My name is XXXX XXXX XXXX and last year on XX/XX/XXXX, I took out a VA home loan with Homepoint for the amount of {$620000.00} ( Loan number # XXXX ). Shortly after that I ran into financial difficulties and have applied for the COVID-19 forbearance. I have entered the COVID-19 Forbearance protection plan for almost a year now. My forbearance will end in a few days on XX/XX/XXXX of this year. I have contacted the bank numerous times regarding the end of forbearance options, and I felt discouraged and discriminated by the bank. 
On XX/XX/XXXX, I spoke to their service representative in the Loss Mitigation Department. The call with her was very unpleasant to say the least. She exhibited a tone of hostility and condescending. Numerous times in our conversation, the Homepoint representative made it a point to emphasis that the bank has no reason to help me. Homepoint, she said, is in the making money business, not the helping people business. And numerous times in our conversation I was told that the bank will only help me if the bank has something financial gain. The representative also discouraged me from owning my home. I was informed that owning a home does not make sense and renting is a much better option for me. I could hardly believe my ears. Like a Sunday fire-and-brimstone preacher, she made me feel small and unworthy to be in the grace of Homepoint. I ended up feeling I should be thankful, because it is due to her saving grace, not my feeble attempts that I might reach financial salvation. At the end of the call, I felt as if I should just let it all go. I asked myself repretedly, what is the point? It just seems that to Homepoint, home ownership is not something for minors or people that get tangled in financial trouble. I have emailed and call Homepoint, but to no avail. Furthermore, they deny anything of this nature even occurred. They also refuse to provide me with a copy of said call. After exhausting all my options with Homepoint, I have made a complaint to the Consumer Financial Protection Bureau regarding said discrimination. In response I received a letter, dated XX/XX/XXXX, signed by XXXX XXXX of the Customer Experience team. XXXX XXXX claims there was no misconduct and no discrimination while refusing to release said conversation without a court order. 
If it was only this representative, I would have, perhaps, dismissed it. However, it seems a systematic issue at Homepoint. It is not the first time I felt hostility and even received conflicting information from Homepoints representatives. Previously, I was told by a representative, that the extension to my deferment ( Special Deferment ) has been approved by home point, only later to be contradicted by XXXX XXXX. And as before, the tone of the conversation was not very pleasant. 
I can not even begin to describe how dismayed and dishearten I am from the treatment I received from Homepoint and their representatives. This is a classic example of Big Money blatantly abusing their power at the expense of the weaker segments of the population. I feel that Homepoints demand that I brandish a court warrant in order to receive a copy of a call I was part of imposes an unfair hardship. Instead of cooperation, Homepoint places blocks and barricades. Instead of building bridges to the community, Homepoint circles the limos. They perpetrate injustices in broad day light and with impunity. It is a good ol boys club that does not believe home ownership is for ethnic or racial minorities. 
I urge the CFBP to investigate my case, hold Homepoint accountable for their unethical, and make sure Homepoint offers me a fair payment agreement for the forbearance amount. Homepoint made me feel unimportant, unheard and voiceless. I count on you to be my voice, to be the voice for justice. 

Very respectfully, XXXX XXXX

Company response to consumer: Closed with explanation