Consumer complaint received 2022-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Home Point Financial Corporation
State: CA

Complaint narrative:
Below is the most email I sent to Home Point Financial Corporation regarding my loan, which shows you background and my request. 

XXXX Removal Request This message was sent with High importance. 
This message was sent with High importance. 
XXXX XXXX Sat XX/XX/XXXX XXXX XXXX  Good evening, I am requesting to have my XXXX  removed from loan number XXXX. You'll see in your portal that I have previously requested for XXXX  to be removed from my loan and the status is pending. Below is background why I am requesting for the {$470.00} charge for an appraiser to be waived since I have already paid for an appraisal to be completed on the property. I am additionally requesting the XXXX  request be approved and back-dated to when I originally sent and Home Point Financial Corporation received my original request in XX/XX/XXXX. 

Loan number XXXX was originated in XX/XX/XXXX and the equity position was XX/XX/XXXX. At the one-year mark of our loan with Home Point Financial Corporation , we received a notice that we may qualify for XXXX  to be removed if we meet the following criteria : 1 ) have a good payment history, 2 ) be in good standing, 3 ) submit the request in writing, and 4 ) submit an appraisal at the borrower 's expense. We had an appraisal completed in XX/XX/XXXX and prepared the written request to be sent. We then received an annual disclosure in XX/XX/XXXX notifying us of our right to remove XXXX  on our loan if the criteria above was met. To confirm I was sending the correct information and confirming where to send the information, I called the main customer service number for Home Point Financial Corporation and reached a representative who confirmed, " So long as have a good payment history with us, be in good standing, submit the request in writing, and have an appraisal showing at least 20 % equity, then your request to remove XXXX  is approved ... You'll send the request to the address listed at the bottom of the letter ''. 

On XX/XX/XXXX, I sent the attached packet via XXXX mail to the address listed on the XXXX letters I received from Home Point Financial Corporation in XXXX and XX/XX/XXXX. You'll see the address I mailed the packet to on the attached request letter. 

Much to my surprise, I did not hear back from anyone at least four weeks later, so I called Home Point Financial Corporation 's general customer service number on XX/XX/XXXX, and a representative let me know the request was not yet received and I should email it for faster processing, but I showed to have a good payment history, was in good standing, and as long as I sent them an appraisal at my expense then my request to remove XXXX  would be approved. I also requested the original email address listed on the account be updated so it goes directly to me making the request rather than my husband 's email address. The representative I spoke with gave me the email address of XXXX to send the official request of XXXX  removal from my loan and I've attached the email I sent with no response from Home Point Financial Corporation. 

On XX/XX/XXXX, I emailed XXXX with a third request to remove the XXXX  from my loan and I received an auto-generated email that my email was received, but to date, I have not been responded to. 

On XX/XX/XXXX, I had not received correspondence that my request to remove XXXX  was approved, so I once again reached out to the general customer service number for Home Point Financial Corporation and I was then told that my request to remove XXXX  was not only not approved, but I would need to resend the original, received request to this email address ( XXXX ) that was never listed on either correspondence letters that were sent to me in XXXX and XX/XX/XXXX. I was further told the email address I requested to be updated on file was not updated, so any emails sent to me between XX/XX/XXXX through XX/XX/XXXX were not going to the correct email box, nor were they received by me. I was also told that I would need to pay for an additional appraisal to be done at my expense of {$470.00} because the appraiser must be assigned from Home Point Financial Corporation. During my conversation on XX/XX/XXXX with Home Point Financial Corporation 's representative, I requested for the issue to be escalated and I was told to send this email for the following reasons : Why would I need to resubmit a request that was already received by mail to begin the process over? 
Why would I need to pay for an appraisal again, when the verbal and written instructions on both correspondence from Home Point Financial Corporation in XXXX and XX/XX/XXXX stated an appraisal would need to be done at my expense and that was what was provided? Nowhere on the letter, nor did the representatives I spoke with in XX/XX/XXXX and XX/XX/XXXX, tell me this information. 
There was no email address listed for the XXXX  Department on either correspondence sent to me in XXXX and XX/XX/XXXX so I followed the instructions on the letters and further followed the instructions given to me by the Home Point Financial Corporation representative to mail the attached letter and appraisal to the address listed on the correspondence. 
There is no phone number for the XXXX  Department, which makes it nearly impossible to contact the XXXX  Department when I as the consumer would like to discuss options and have clarity provided. 
Due to the background and reasons listed above, I am now sending my fourth request for the XXXX  to be removed from my account and back-dated to XX/XX/XXXX since that is when Home Point Financial Corporation originally received my request to removed XXXX. I am further requesting that the appraisal I paid for at my expense be accepted, or if Home Point Financial Corporation must complete an additional appraisal, then it be paid at the lender 's expense since I already followed Home Point Financial Corporation 's written and verbal instructions to pay for an appraisal at my own expense. 

I believe my rights as a consumer have been violated due to your internal processes and inaccurate information given to me as the borrower so I have filed a complaint with the CFPB to look into how consumers are treated by Home Point Financial Corporation when requesting to remove XXXX  from their loans. I look forward to hearing back from you promptly at my phone number and email listed below. 

Regards, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation