Consumer complaint received 2020-09-01
Company: Home Point Financial Corporation
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/2020 my wife and I decided to refinance our home. We decided to refinance with Home Point Financial because they were servicing the loan as it was sold off from the previous lender. With several years of payment history we expected that this would be an easy process. This was the day that we started the process with XXXX XXXX and everything became a nightmare. We submitted all requested documents in a matter of hours. On XX/XX/2020 I paid {$450.00} towards a home appraisal that was to be credited back at closing. The process, from XX/XX/XXXX was to take no more than 45 days and complete sometime in mid XXXX. Our appraisal was conducted several weeks later and our home appraised {$140000.00} above what we owed. We were doing a cash out loan to pay off another loan, but it was only {$20000.00} and this should have been simple for 2 people with good credit and good careers. 
The next several months were spent with unanswered emails, phone calls, and messages with Home Point Financial. No one from this company wanted anything to do with us or our business. In late XXXX early XXXX we did have XXXX XXXX reach out to us about finishing our loan. We had to start over in the process and submit even more documentation. I keep my credit frozen because I have had problems with identity theft and I do not trust businesses. I was correct in this case again. XXXX called saying he couldn't run my credit for a second time. At this point I was done with Home Point. I asked to terminate the process and we would take our business elsewhere. XXXX emailed us and offered an extra {$600.00} in credit to us if we finished the process as an apology. We accepted and moved on. At this point Home Point tried to not credit back the entire amount of the home appraisal and not finance the loan for the entire amount of the other loan payoff. XXXX assured me that he would correct those numbers and as an apology add an additional {$50.00} to the amount to credit from the home appraisal. All paperwork was finally completed on XXXX XXXX with a closing of XX/XX/2020 at XXXX. 
Home Point Financial and XXXX XXXX ( Owned by Home Point ) no called and no showed our closing. We contacted XXXX and advised him of the problem. He told us about how the notary had their car break down and the title company was sending someone to pick them up, but we could close at XXXX. At XXXX we had a notary call us and advise that the title company didn't have the documents. This proves the story XXXX gave us was a complete lie. At XXXX the notary called and said we could close at XXXX. We declined because we both have jobs to be at in the morning. XX/XX/2020 I received a call from the title company asking me what time I wanted to close. I said noon to which I received a reply of no problem. I received a call back at XXXX and was told that a noon closing was not possible and instead offered XXXX. The notary arrived 10 minutes late and we began the process. First document for the deed and my name is misspelled. Called the title company to get a correction, this document can not be corrected in ink, and you would have thought we asked for the world. They would try to get it corrected, but to continue with closing. Half of the remaining documents have my name misspelled. Also notably missing from the disclosure statement is the extra {$650.00} as previously mentioned. With only a few documents remaining the title company calls and terminates the closing as they are not able to make any corrections and ask me to tell the notary to leave. We put the title company on speaker phone so they could manage their contractors. XX/XX/2020 I receive a phone call around 11 to reschedule the closing to XXXX. I agree and ask how the additional money for the loan will be paid. I am assured that this will be handled by the title company. We finally close at XXXX. 
XX/XX/2020 I receive an email from XXXX asking for an updated statement on the additional loan to be paid off in order for them to pay it and have correct numbers. I asked about the missing {$650.00} and was assured that it will be included to us. Today, XX/XX/2020, I received a check from the title company addressed to the bank for the loan. I have to take care of this myself now. XXXX will no longer respond to emails or questions about the {$650.00}. I would not have used this financial institution if it was not promised. I have been lied to every step of this process and feel like I am the victim of predatory lending.

Company response to consumer: Closed with explanation