Consumer complaint received 2021-02-26
Company: Home Point Financial Corporation
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Back in XX/XX/XXXX Homepoint financial did an escrow analysis on my home and found that I had over $ XXXX  more than I should have had in my escrow account. On XX/XX/XXXX they stated that they mailed out a refund check to me for my overpayment. I called on XX/XX/XXXX for an unrelated question but while I was on the phone with them I asked when I should be receiving my check. The rep let me know that I should receive it by the end of month, if I dont receive it by then give them another call. Due to the holidays I decided to give them a few extra days, and ended up calling them back on XX/XX/XXXX. When I spoke to the rep on the XXXX she told me that I should have received the check by then but because of the holidays it might be delayed. She told me to give it another week and if I didnt receive it by the XXXX of XXXX to give them another call. On XX/XX/XXXX at XXXXXXXX PST I called Homepoint financial again and spoke to someone for 41minutes. She told me that since I still hadnt received the check and it was now coming up to a month since they sent it out the best option would be to place a stop payment on the original check and send out a replacement check. She told me that I should receive the check no later than 10 days ( not business days, I verified this with her multiple times ). On the 10th day I had finally received a check. I noticed the date on the check was XX/XX/XXXX so I called Homepoint Financial to verify that it was indeed the correct check and not the check that they had previously placed a stop payment on. When I spoke to the Rep he told me it was the original check with the stop payment. I told him that I had already waited over a month at that point to receive that check, if there was any way he could reverse the stop. I waited on the phone for about 10 minutes while he did his thing, when he got back on the phone he told me that he reversed the stop payment and I should be good to cash it the next day ( XX/XX/XXXX ). On the XXXX I took it to my bank and deposited it into my account. On XX/XX/XXXX I got a notification from my bank that the check was removed from my account as a stop payment. I again called homepoint financial 3  different times ( XX/XX/XXXX XXXXXXXX PST call lasted 7 minutes 17 sec , XX/XX/XXXX XXXXXXXX PST call lasted 3min 45 seconds, and XX/XX/XXXX XXXXXXXX PST call lasted 9 minutes 56 seconds ) I called 3 different times because the first time I called the women told me that I would have to wait there was nothing they could do to help me, she was very rude with me and didnt help. 2nd time i called the call got lost and 3rd time is when they told me they would pass my case up to a manager and they should call me back within 24 hours. I did not receive any call back from anyone so I called back on XX/XX/XXXX at XXXX PST ( call lasted for 13minutes and 8  sec ) the guy put me on hold and when he went to answer it again he disconnected the call. I called back at XXXX ( call lasted 17minutes 57 sec ) they told me again that a manager would call me back in the next 2 hours. That again NEVER happened. I called back at XXXX  PST ( and was on the phone for 55min 14 sec ). At this point I had finally spoken to a manager XXXX ( ID XXXX ) he told me that he was sending out another check himself and it should take NO LONGER than 10 days. He even gave me the check number so that I would know that it was the correct check when it arrived. He also told me that if I dont get it by XX/XX/XXXX to call again and ask immediately to speak to a supervisor and they should transfer me right over. 
On XX/XX/XXXX I still had not received a check and had called again ( 14 min 37 sec ). I asked to speak to XXXX however he was not available so I asked to speak to any supervisor. I spoke to XXXX ( ID number XXXX at ext XXXX ). She told me that she was going to speak to the billing department to see about stopping this check and overnighting me a check. She told me that she would work on this and call me back. She never called me back. I called again on XX/XX/XXXX at XXXXXXXX  PST ( 1hr 3 min 40 sec ) on this call I spoke to XXXX ( ID # XXXX ) she was INCREDIBLY RUDE, told me that this was my fault, that there is nothing they could do to help me with this, that there is no billing department that stops check and that it was a postal issue. I was not very happy working with her and explained my entire situation, told her everyone who I had previously spoken to including their ID numbers and what I was told, I finally just asked her to speak to another supervisor as she was being incredibly rude. She put me on hold for about 28 minutes and finally got back on the line and told me that XXXX and XXXX were working with the billing department to get a check overnighted to me. It is now the XXXX of XXXX and I still have not heard anything from Homepoint Financial nor have I received a check.

Company response to consumer: Closed with explanation