Consumer complaint received 2023-02-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Home Point Financial Corporation
State: TX

Complaint narrative:
On XX/XX/XXXX, I received a tax bill from XXXX XXXX for my XXXX property taxes. The due date was XX/XX/XXXX On XX/XX/XXXX, I noticed that they had not yet been paid and I first contacted Homepoint Financial, the holders of my mortgage, through their customer service number ( XXXX ) XXXX, and over the course of a 29 minute long call, I explained that the property taxes were not paid and that the amount on my escrow account would not be enough to cover them, so I wanted to find a solution to it. I was informed that an internal ticket was generated and the timeframe for resolution was XX/XX/XXXX. 

On XX/XX/XXXX I checked that the taxes were still not paid, so I contacted Homepoint again through ( XXXX ) XXXX, and was told, over the course of a 44 minute long call that it was still pending. I decided to call the tax department directly through ( XXXX ) XXXX and had to wait for 1 hour and 40 minutes. In this conversation I was again assure that my taxes would be paid. I also requested to be taken off escrow but was denied via a letter a few days later. 

On XX/XX/XXXX, I received a call from a supervisor from Homepoint. I was unable to pick it up, but I received a voice mail stating that a supervisor was directly working my ticket and would call me back when it was solved. 

After a week of waiting, I called Homepoint tax department again on XX/XX/XXXX and, through the course of a 10 minute long phone call, was assure that my taxes would be paid and that the payment would be spread out over the year for the difference in escrow balance. 

On XX/XX/XXXX, the deadline for the tax payment, I made XXXX calls to Homepoint, the longest being 12 minutes, where I was again assured that the check was sent out and that my taxes would be paid. When asked about whose responsibility it'd be to pay for interest and fees, I was told that an internal investigation would take place to determine who was at faul. 

On XX/XX/XXXX, I was displaced out of my home on account of weather and power outages and received another call from the supervisor from Homepoint I could not pick up. A voice mail was left saying that the check was picked up by XXXX on XX/XX/XXXX and it was held in a XXXX facility but was expected to be delivered by the end of the day. 

On XX/XX/XXXX, day of writing of this complaint, the XXXX XXXX XXXX website still does not show my bill as paid and has applied a {$840.00} fine to my tax account. 

With the provided tracking number for XXXX, I was able to see that the check was only actually mailed on XX/XX/XXXX and only delivered today, past even the extended deadline for tax payments. 

I made another call to Homepoint 's tax department and, through the course of 1hour and 8 minutes, I received no answers or meaningful support as to who would pay the taxes and the fine. I have also requested a copy of all correspondence and phone calls between myself and Homepoint since the beginning of our contract.

Company response to consumer: Closed with explanation