Consumer complaint received 2022-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Home Point Financial Corporation
State: CA

Complaint narrative:
I was severely effected by COVID 19 I had received a job offer that was confirmed in XXXX of XXXX and it was then reneged when the pandemic hit and their offices were closed. I was approved for a 18 month COVID 19 Forbearance by Homepoint Financial my lender which is now just Homepoint. When the forbearance ended I resumed payments as I was told for XXXX and XXXX of XXXX. I also applied for the CARES Act streamlines loan mod from Homepoint but was told by phone never by letter that I was not eligible because my mortgage was late prior to XXXX of XXXX even though I paid it up to date to XXXX of XXXX in XXXX of XXXX. I was told I would have to apply for a regular flex mod and supply all docs such as pay stubs bank statements hardship letter tax return for XXXX XXXX invoice, and all other docs. I sent in a full packet on XX/XX/XXXX and I called in weekly for updates to see if anything else was needed and told it was complete and in review. This is where Homepoint began to shuffle me around. Now by XX/XX/XXXX I have not received any approval and by law I never received any correspondence within 5 days saying I needed other docs. When I would call in I was told items were missing when I have actual proof of confirmation of the emails sent showing all the docs they claim are missing are there. They would then make up a new excuse and when I would point out that if they looked at the packet they would see it. They would then find it and then say you did not submit pay stubs for XXXX. I sent the packet in XX/XX/XXXX and I don't receive a pay stubs until XX/XX/XXXX every item was up to date. I secured a new job in XXXX of XXXX where I make 3 times the amount of the current mortgage. I just need a modification to help with the amount owed from when I was affected during XXXX and the forbearance of XXXX. My hardship included Divorce, XXXX serious XXXX in 5 years, loss of job, and being effected by COVID 19. I applied for Successor in Interest and gave them all documentation by XX/XX/XXXX and that was just approved today after I sent a letter with details of every loss mitigation person I have spoken with their code and date and what was discussed. They are refusing to accept my XX/XX/XXXX payment and it's an attempt to make it appear like I can not make payments so they can speed the foreclosure process up. I am never sent any type of correspondence on any paperwork that may be needed by mail or by email just told over the phone I did not send in items I clearly sent in. I am a single Mother of XXXX small kids with no child support I work very hard to make a substantial amount to support us. I had my XXXX removed 2 years ago and my XXXX rupture and numerous complications and XXXX XXXX as well as divorce in the middle of all of this. I have proof of all of these hardships. I sent a hardship letter in explaining all this. I'm being railroaded and Homepoint is buying time by stringing me along so they can start foreclosure instead of doing the right thing. They did not respond to me within 30 days. They did not respond within 5 days and I am not even sure that I'm not eligible for the CARES act loan mod because like I stated I paid the amount owed from prior hardships in full up to XXXX or XXXX in XXXX of XXXX and then Covid hit. When I spoke with legal counsel he told me to give correspondence XXXX last try with them but that the game of claiming they didn't receive documents it's typical for this company and they do it until the other docs become out of date and it goes around and around. I spoke with Providers XX/XX/XXXX XX/XX/XXXX to confirm packet XX/XX/XXXX to confirm they received ID and Divorce decree XX/XX/XXXX XXXX refused my payment XX/XX/XXXX XXXX refused payment said it was under review XX/XX/XXXX spoke to XXXX XXXXXXXX and XXXX XXXX and was told that it was just never submitted but they were expediting it now. Nearly 30 days after I submitted it. I spoke to many other loss mitigation people between these dates and have a complete log and list. Failing to send any type of email or letter asking for any further docs so it's not in writing but then making up missing docs over the phone is illegal. I got the loss mitigation advisor to agree to let me record him on the phone today saying that my packet was complete and submitted for review because he says they are not allowed to send out emails confirming they have a full packet and if it's been submitted or not. These practices are shady and underhanded.

Company response to consumer: Closed with explanation