Consumer complaint received 2019-01-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Home Point Financial Corporation
State: NH

Complaint narrative:
In XXXX of XXXX the FBI had sent me an email saying they had questions regarding my mortgage company, which to my knowledge and all paperwork was Home Point Financial. The FBI agent then came to my house unannounced looking for specific documentations including ; mortgage statements, and bank statements. she then informed me that a company named XXXX is under investigation and they are the subsidiary of my loan. They are being investigated under the pretense of false fees, missing payments and other wrong doings. When I called my mortgage company telling them about the FBI involvement they told me that they are in no way involved with XXXX and I was mistaken. From here my payments started coming out of my account then put back in by the company and then taken out two weeks later making it look like my loan was a month behind, but this was not my fault. I then started a repayment plan with Home Point FinancialXXXX in XX/XX/XXXX of which I was paying properly. In XXXX of XXXX I attempted to call and make a payment per our agreement only to be told that my loan was transferred to Home Point Financial Corp and they do not have my records as of yet and can not endorse a repayment plan with out the paperwork. The only options they gave me was to pay two months in full or start a Loss Mitigation Packet. I continued to call through XXXX and XXXX while starting a Loss Mitigation packet per Home Point Financial Corp recommendations. I have been working on this packet since then only to be told we are missing paperwork. I send in the paperwork and then am told my packet was closed. Out of concern I tried speaking to the person who was in charge of my packet in the Loss Mitigation department but only received one voicemail XX/XX/XXXX. I have sent over 7 packets in the XX/XX/XXXX - XX/XX/XXXX time frame. While looking at my bank account I noticed a payment was taken in XX/XX/XXXX and called Home Point Financial Corp to see if they had received this payment, which would be unusual since they said I was unable to make a single payment. They said there is no record of this payment and recommended I called my bank and former loan servicer XXXX. XXXX XXXX XXXX was able to confirm the payment was taken and received by Home Point Financial. I then called XXXX from the number I was given and I got a Home Point Financial answering service. They attempted at locate my file only to tell me they have record of me existing at this company whom just transferred my back in XX/XX/XXXX. I call Home Point Financial Corp close to twice a week and on XXXX XXXX I called to get an update on my Loss Mitigation pack and was told due to missing paperwork it was yet again tossed aside. I insisted to talk to a Loss Mitigation manager but had to settle for the collections manager. I explained what has been going on and he understood that it was not fair. He advised me to send in another Loss Mitigation packet and wait for that one to be submitted. On XX/XX/XXXX I called to check if there needed to be more paperwork sent in to complete the newest packet only to be told I was now put into the beginning process of foreclosure. I panicked and insisted I again speak to the one person from Loss Mitigation department. Again this was not possible so I spoke with a manager rom collections. This person again told me to send in another packet and to submit a claim here. I am at my wits end with dealing with this company. No matter how many times I call I get the run around where no one cares about my home.

Company response to consumer: Closed with explanation