Homepoint
reviews and complaints

Every step of the way with Homepoint has been amazing. They have been so much better than Bank of America, Chase Bank, and our small town banks as we have called around looking for mortgages or gotten partway through the process. We had previous mortgages in other towns over the years through college, work, moving and such. We have loved customer service with Bank Of America after getting a mortgage, hated Chase Bank for the scamming, enjoyed but struggled with small town banks, but Homepoint has tried the hardest and done the best so far. We already recommended Homepoint and the mortgage officers to several friends and family members.They follow up with paperwork and the loan process, they dont forget about you. They are patient in explaining how to get through the paperwork process when people are confused. We recently called about hardship due to the pandemic, work was slow for two months for us and we are behind financially. Instead of putting our mortgage payment on a credit card were able to defer payments briefly until work picks up again. I love the app, it is simple and easy to use.I have my mortgage and my mothers mortgage on there so I can keep track of both of them in case my mom forgets something when she is out of the country visiting family. Thank you HomePoint!

I do not recommend working for them. I just got separated today from them when I had came to them about my immediate manager and her bosses how they were not organized, needing clarification about my job roles and duties, needing assistance and how discrimination was in place. The HR department decided that they didn't want to work out or investigate the problems because they felt that they had enough to fire me from my position when I came to them about how my inmemdiate manager was not aware nor how to fulfill her role. This company over works you and does not far about your health or well being. They discriminate against you on your age, race and sex and makes it known in the closing department. They expect you to get out all the loans regardless if it's past your obligated work hours and does not see humans as humans but as machines and will overwork you and think that the compensation they are paying is the right to over work you and to not care about your well being and health. They have provided putative labor and hostile environments. This is uncalled for and they will make an excuse about their morals, cultures, inclusiveness and diversity that makes them who they are. This company should be restructured and show employee well being to everyone and not the people at top

I have had a serious problem partially caused by myself and homepoint financial, my mortgage holder. In the process of moving I neglected to change my direct deposit for one month. After calling and making the back payment on may 13 I also changed the direct withdrawal to my new account. This change to my new account was not done so homepoint tried to charge my old account. Immediately after This on June 16 I called to straighten it out and was told everything was fine my new payment method was set up again. Two weeks later my account was again not charged and I was charged another late and overdraft fee. On July 29 I called and asked to make a payment. I was informed I could only pay via certified funds because of this mess of mistakes on their part. I told him that I travel for work and I was unable to. I was advised to pay using very expensive means such as Western Union or to apply for a deferment. I'm not at all happy with homepoints treatment of me or them suggesting I fraudulently use a deferment program. I would like to be paid back for the time I've had to deal with this, any fees I have had to pay and to be able to pay my mortgage in a way that is not such a burden. Dates of calls May 13 AH3. Payment made June 16 hb0 changed payment auto draft July 29 ce2 sh0 sw8 ka0 argued with them Aug ka0

Our home was damaged in Hurricane ***. Because we have a mortgage still on our home, the insurance company had to issue a check to us and the lender. To get our money released to us to pay for repairs, an inspection had to be completed. Homepoint claims that when we make a request, an inspection company will contact us in 3-5 business days. In both cases, it has taken weeks for an inspection company to contact us despite making 3+ calls to Homepoint to try and get someone to contact us. The issue is that getting reimbursed with our money, mind you, is drawn out and we end up being responsible for additional carrying or overhead costs. The customer service representatives who answer the phone have all been extremely polite and empathetic (save one), but they simply follow a script they have been given. We did not have a choice to use Homepoint, but we are being financially harmed by their business practices, in addition to being forced to live outside our normal living conditions as the process of sending them our insurance check, them receiving the insurance check, getting the inspection scheduled, and then ultimately completing the inspection adds a minimum of a month per check to the process. I would like Homepoint to be more proactive in securing and conducting inspections in an effort to shorten this process. My guess is they are earning interest on our money in their account and so don't have a financial interest to do this.

AVOID THIS COMPANY AT ALL COSTS. They are beyond fraudulent in everything they do. They somehow lost $6,000 from my ex-fiance's family. It shows the checks, but shows them as $0.00 on the account, even though the money came out of their banking account. They put the house into foreclosure a MONTH before the pending selling date. I requested a payoff quote about 3 weeks before they foreclosed. It took them 5 1/2 almost 6 weeks to send it and it wasn't good through the date it needed to be. Now I am closing in 4 days, and they still won't send a quote. The closing company has been asking for 10 days now and were told that I should call to expedite the request. I called and they told me what happened in the past can't be changed and we can only deal with today and that those requests are pretty much null and void. I just want to give them the money owed and they are refusing to do the bare minimum to make that happen. Do not listen to them when they tell you they will work with you. I have been begging them for help with forbearance and hardship and every other thing in the book and they out right tell you that it isn't their problem and they won't help. I was told to send paperwork which I did multiple times. They lose all the paperwork you submit and will tell you that it is because it wasn't received. I received multiple emails stating that "your documents have been submitted and someone will contact you shortly". How this company remains in business is beyond me.

AVOID USING THIS COMPANY AT ALL COST - LOOK AT THIER ComplaintsBoard.com SCORE! At the beginning of the year I was short a few dollars on my mortgage payment due to an increase in my property taxes. Unfortunately, I did not receive any notification for the changes made on my property taxes from Home Point or anyone else, otherwise this would have never occurred as I am always on time making payments. My mortgage payments go out automatically, directly from my bank account every month. I called Home Point in frustration for the first couple of months when I received my billing statements stating that they were “Past Due". I let Home Point know that my payments were NOT late, and I emailed them proof of payment to prove that my bank sent the payment out on time as usual, and each time I spoke to a Home Point representative they told me that they did have the payment and that the system would correct itself. Nobody ever informed me that the reason for the “Past Due" notice was because of an increase in my property taxes. FINALLY, when I received the third “Past Due" statement, I insisted on speaking to a manager who explained to me that the payments were showing up as late because of the missing increase in property taxes. As a result of all of this, the credit bureaus are reporting that three of my payments were late, and because it is from a mortgage company it has decreased my score so significantly that I won't be able to refinance my home. I requested a letter from Home Point to be addressed to the credit bureaus explaining what had transpired and they completely refused.

0/10 rating, 0 stars, do not trust home point financial. This past month Home Point Financial withdrew my mortgage in addition to someone else's. My mortgage is on autopay and now apparently they have attached my back account to someone else's autopay. My home point financial profile only shows one amount for recent payments, but 2 were taken from my account. I spent 2 hours total on the phone before I was finally able to talk to a supervisor who told me they would not have a resolution for 12 days (and I had to wait 2 days to speak with anyone because I realized this happened on a Saturday and they aren't open on the weekend which is also frustrating). The customer service representatives I spoke to were only concerned about refunding my money, I had to continually point out that we need to figure out what other loan my bank account was attached to because it was an autopay, leading me to believe that will happen again next month. Not to mention I tried setting up bi-monthly payments and never received a response from the flex pay group. I believe sending in the flex pay form is what lead to this error, and the process of just emailing a voided check to a flex pay email address also seemed very sketchy. I went to my bank the Saturday I realized this to make sure it was not a scam. $648 dollars is a lot of money, money I work hard for and money that home point financial took from me. No one that I have talked to about this issue has been apologetic or has acknowledged how significant this error is. I feel trapped because you cannot just switch mortgage companies, but I am extremely disappointed in the service I have received. I would refinance and move to a different mortgage company if I weren't planning on only being in this home for a couple more years. I still have no resolution to this issue and have not been refunded.

Where do I begin? I applied for a refinance through Lending Tree and must have had a dozen mortgage brokers contact me. I went through Metropolitan Mortgage and they were wonderful. My loan gets sold or transferred to HELL HOME POINT FINANCIAL. The first few months were normal months. Processed payments on time etc. It has been a NIGHTMARE to deal with this shady and non-responsive company. They will call you 100 times a month. Good God forbid YOU THE CUSTOMER needs assistance with an ERRORS THEY NEED TO CORRECT. I contacted them in April with a question. Their customer service representative (that's a stretch of a title) was incredibly rude and while she thought she put me on hold she says “I don't know who the HELL this woman thinks she is but she's gonna find out who I am". I said excuse me? She's like I'm transferring you. I said ABSOLUTELY NOT you will tell me who you are and not some SO1 strange random customer service assignment to lack identifying herself. I'm sure she's still employed. Moving on, I am ELATED I didn't escrow with this company. I have read their YELP reviews and it appears they also take people's escrow monies and don't pay taxes. That wouldn't go over well here and they'd be facing a lawsuit. As of late, I have made a payment including a few late fees and that should bring the amount due to the NORMAL amount. It's been 5 days and no one has fixed it and as such I will not be paying the amount due. These people shouldn't even be in business. They lack any communication with their clients other than there service reps calling clients with nothing other than wanting to know when you will be making a payment. Well, until they RECTIFY their error, they won't be seeing any payments. If I don't get a call from an actual manager, or high level executive I won't be responding. CUSTOMERS BEWARE! GO ELSEWHERE WITH YOUR MORTGAGE NEEDS! They DO NOT CARE ABOUT THEIR CUSTOMERS.

Awful! My loan was transferred to Home Point in January , only 15 months ago, and since then they have made error after error after error:

1. I had to notify them they were planning on paying my real estate taxes based on the prior year's tax bills. I had to call them to point out their error (they actually argued with me - and then checked on their own and discovered I was correct and fixed the payment amounts)

2. Their scheduled payment date for my Homeowners premium was AFTER the due date on the policy. I had to call and beg them to pay earlier. They did.

3. Their worst move was that after I corrected these errors, the rep commented that my monthly escrow contribution would be increasing because I was close to their cushion limit for escrow. No problem. I expected that. HOWEVER, the next time I logged in (about 3 weeks later), they had completely deleted an upcoming homeowners premium payment. (My flood insurance company has no grace period and payment was due in a few days.) When I called Home Point they claimed they never got a renewal notice for the Flood Premium. I told them that was odd because it had been among the Upcoming Payments when I logged in a few weeks before. In fact, the dollar amount due posted by Home Point had been updated from the previous year so I KNOW they were in receipt of the new notice! I had to get a new notice sent to them and then they paid what they knew they had to pay all along.

4. When the mortgage was first transferred to Home Point, there was an unexplained deduction on my first statement. I called numerous times and got nothing but empty promises that someone would get back to me. I never heard from anyone. Finally, I sent a snail mail CERTIFIED letter to them and still got NO REPLY OF ANY KIND. I finally had to get in touch with the bank that had the mortgage previously to help me figure it out.

My 35 year career has been in finance- I am able to catch and correct their errors. DO NOT trust this company!

BUYER BEWARE! I chose to do business with HPF initially because they offered the ability to recast the mortgage for my new home purchase after a few payments. This plan fit my circumstances well so I could purchase a new home, move and then sell my previous home without having to compress everything into one transaction. Unfortunately, when I was ready to roll the proceeds from the sale of my previous home into my existing new home mortgage with HPF and have them recast my payments I learned how difficult to work with and disorganized HPF truly is. Simply put, HPF has horrible customer service and poor follow-through. The Recast Department never responded to my numerous requests to recast my loan until they were informed that I was going to refinance my mortgage with another lender. Beyond that the people I was able to reach to discuss my request were rude, ignorant on the subject, or they never followed through with what they promised. A week or more would go by without getting any response via email or phone despite leaving numerous messages. I would then have to endure long hold times just to be able to start over with someone new. Overall the people I spoke with acted as if they were doing me a favor to follow through with their established loan recast process. They weren't doing me a favor. They were trying to squeeze more interest out of me beyond what I would have had to pay if they had responded to my initial request in a timely manner. As such, I'm now no longer with HPF. I refinanced my mortgage with a new lender at a better rate and with a shorter term. And yes I incurred some additional cost to refinance, but the lower rate and shorter term will payoff the move in less than 2 years. Additional upside - no HPF! Big win for me after putting up with ridiculous frustration and business practices that were sketchy at best. Bad customer service is never a good long-term business model. I'm sure this seems obvious, but apparently not to everyone. Thankfully, HPF is not my problem any more and hopefully not yours either. Do yourself a favor. If you have a different financing option, go elsewhere. I would not give a star if it were possible to leave a review without it.

I couldn't give zero stars, or I would have. Absolutely the worst mortgage lender out there. All of the bad reviews are true. We are just another statistic that had to deal with incompetency from the top down. To make it short, everything mention in the countless bad reviews on ComplaintsBoard.com are true. We started in Aug of 2020 for a refi, and the initial phone call went well. Everything was going good for 2-3 weeks, then the calls stopped. Had to call a supervisor and he informed me that our loan officer was re-assigned and the new one would get in touch with us, in which case he did, however, The countless number of different people working on our loan, never would call us back. We had to call them because they just quit answering their phone. We contested the appraiser's assessment on our property because it was about 100 grand less than what Zillow has it for right now. Note: our house is a brand new house built in 2018 and our plat is a high end plat, however, all the homes that were compared to our house were older homes and not even in the neighborhood. lol. Everything change on our loan, We still had to pay PMI due to the inaccurate appraisal and was only offered 3.25% with over 800 credit score. Clearly, these people are legalized thieves IMHO. They use internet contractors and it seems everyone is new or recently hired. After being lied to several times by kiss [censored] management to keep you in the loan process, we had just had enough. We still have our loan through Home Point and they seem to do good at posting payments and such. I've never been late on a payment and just decided to pay extra on my monthly bill and knock it down quicker instead of getting charged 8 grand in closing cost's and fees. We may just try again locally to refi. Peoples bank was the bank that covered our loan when we bought our house and was flawless, however, to get our loan off of their books so they could loan more out, our loan was sold to Home Point. Now, Home Point has never screwed our account up...as of yet, however, its un-nerving to say the least to continue with them, knowing how much they suck at refi's. If you choose to let this company refi your home loan, best of luck. I'd rather have Bernie Madoff come back from the grave and have him handle our refi...but that's just me. Everyone else offers in the 2's to refi, why a person with 800 CS is offered 3.259 % is beyond me.

This mortgage company is the most ill-run company I have ever worked with. Homepoint has been our loan serviced for about 4 years. Aside from a few minor escrow issues when my partner and I had our original loan, over a year ago, I started trying to get a loan assumption started. It took MONTHS (August-January) to even get a correct phone number and email address for someone who could handle a loan assumption. February, I was finally able to submit a loan application. I was juggled back and forth between people, never knew who I was supposed to talk to, and everything was done by email. They had me submit the same information over and over, only to be told in JULY that my debt to income was too high (it isn't), and that I was being denied, without even giving me the option to pay off debts to reduce DTI. I contacted them again and asked whether I could pay off debts to get my DTI where they wanted it, and was told that I could, but that I would have to start the process all over again and reapply. I was assured that once I did that and reapplied, it would go straight back to underwriting. I'd already taken care of all the debt, so I immediately reapplied. They ran my credit again and started over. The circles began again, but at least I was talking to one person from this point forward. I had to resubmit all paperwork. Then, a month later, I was told the paperwork was missing and had to submit it again. I was then told I had to purchase a year of home insurance as a condition of closing. (Around $3000) In September, the loan finally went to underwriting with USDA. Every conversation involved 4 parties. I would email my liaison, she would email the Homepoint underwriter, then that underwriter would email the USDA underwriter. It went the same way when they tried to contact me. Essentially nothing happened for a month, then, October 21st, the USDA underwriter requested a written statement from the original borrower saying that he's aware that he will RETAIN LIABILITY for the life of the loan. At this point I had already signed documents for Homepoint that stated I would be assuming liability. Not once in OVER a year did anyone mention that the original borrower would retain liability for the home/debt even after I assumed the loan and it closed. If I had ever been told at any point in the entire year I worked with them trying to get this loan that my (now-ex) partner would remain liable for the home, I would NEVER have gone through all the trouble I had with this company. In addition, after all the waiting and messaging back and forth trying to get anything to happen, they told me they needed this statement of acceptance of liability by Friday (after being given this bombshell on Wednesday), or they would close my whole file. I immediately contacted another bank and withdrew my application. I am glad that I will never have to do business with Homepoint again.

This is the absolute worst mortgage company and I cannot wait to be rid of them once my home sells. The agents are rude and insensitive and your policies are criminal. I have attempted to pay my mortgage, twice, during the month of August. I submitted my payment on August 4th and when I noticed that the amount had not been withdrawn from my checking account, I checked my HPF account only to find the payment was listed as failed. I thought that perhaps I had put in the information wrong but the information hasn't changed and the radial selection is still the BOA account I've had for years. I tried the payment again, and I saw, today, that not only is it still listed as failed but they're now charging me a ridiculous late fee. I called BOA and they do not have a record of any payment having been submitted by HPF so I do not understand what the issue is causing the payment to fail on the part of HPF. In addition, I wasn't proactively notified of any payment failure; no calls and I have no email(s) letting me know that the payment was not processed successfully. I was furloughed in April and I spoke with one of their representatives who told me that it was likely a deferment could be made on the account. He then put me in touch with another department who all but berated me and snickered at me, telling me that they've never done that, they likely never will and was rather rude to me while I was calling to do the right thing given I didn't have a job at that point and wanted to understand my options. Some sensitivity and understanding during that time would have been appreciated. I ultimately put my loan into forbearance, which ended on 6/30. I can't recall anywhere that it was explained to me that if the payments were not made by 7/1, my account would be reported 60 days late. Normally, I have a 16-day (maybe 11) window to make the payment before a late fee incurs, so I made the payment for the previous two months, plus the month of July, all in full on July 10th and my account was still reported as 60 days late to Experian. Mind you, I was unemployed for 3 months and I still paid this in full. I would hope that the financial institutions holding mortgages, especially now, would be significantly more understanding of what hardships people are going through and I haven't seen a shred of that from this company. I paid additional money to a third party to then work with you to remove that from my credit report, which I was gratefully successful with as this caused my credit score to drop 59 points. Now, here I am trying to pay my mortgage and their system keeps failing and they the audacity to charge me a late fee. This is the exact same account I used to make the last payment, and pretty much all payments for the mortgage so whatever the issue is, it's coming from their end. I purchased this home as a first-time home buyer, on my own, after a divorce and while I have loved owning it, I will say that when I sell this house, I will be incredibly glad to be rid of having to work with this institution and I will never finance a home with them again, or recommend them to anyone that is looking to buy a home.

Finally, I have completed my refinance paperwork and done with Home Point Financial (HPF), ending my five months nightmare. Basically, the customer service of HPF is trash. Wherever you get the loan, you need to remind your lender to avoid selling your loan to Home Point Financial. Stay away from the HPF! Here are my whole story. I just outline the major events and ignore all the details. I obtained my loan in last November from a local bank, and later my loan was sold to HPF in last December. On Jan 7, I paid my first mortgage via Bank of America (BOA) bill pay services. On Jan 19, the customer service of HPF called me that I did not pay. I immediately contacted BOA, and BOA organized several three-party calls and followed the customer service of HPF to provide all the evidences of electrical transactions. However, the HPF did not provide any follow-up responses although the customer service promised that they should give us feedback within one week. On Feb. 11, I paid my second mortgage via BOA bill pay services. Later, I received bunches of mails to threaten me to take my house away if I don't pay the mortgage. I realized that the HPF never credit me. I called the customer service again and again. For each time, I was told to send evidences to “WeCare at HomePointFinancial dot Com". However, I never received any feedback before May. Because of the payment issue of Jan and Feb, on March 7, I mailed a personal check for the March bill. Again, the HPF did not credit me. I called them several times in later March, and I was told they did not receive my check. After almost three months, on the Website of HPF, I noticed that my Jan and Feb payments were posted on March 30. Because I never received any feedback from HPF for emails to “WeCare at HomePointFinancial dot Com", on April 1st, I called the customer service to figure out what happened. I was told that the Account Number from BOA is not correct, and I was asked to pay the March bill immediately. Because I thought my check was lost, I paid the March bill again using the telephone service. On April 2, I re-setup my BOA bill pay account and paid my bill for April. Another nightmare begin. Till April 14, the HPF did not credit me. Meanwhile, I noticed that my credit was damaged. I figured out that the HPF reported to the credit companies that my payment for March was delayed for 60 days. That was ridiculous. The total days of March and April is 61. How did they calculate that I pay the March bill 60 days later in April? To avoid my credit being further damaged, I have to pay the April bill again through the online service of HPF. After I called BOA and HPF again and again, my payment on April 2 was finally posted on May 27. I spent a lot of time to work with the credit companies to fix my credit issue. What made me really mad is that: HPF returned my March check on May 20, and it indicated that HPF received my check on March 16. The HPF also charged me later fees and fine. After I write a comment here on May 11, I was told that all my fees were waived. However, there still is $15 fee of “Mortgagor Recoverable Advances" in the bill of July. In the last months, I spent lots of time to communicate with the customer services of HPF. If there is a way, I will not choose to refinance to end this nightmare to done with the HPF.

I didn't select Home Point Financial as my mortgage company and my original bank transferred my loan there so after being in my first home for 5 years I needed to go through them to get a equity/refinance loan and the process was absolutely brutal. I spoke with the loan officer Kim Johnson right after the 4th of July holiday and got my rate locked in and awaiting instructions for the next steps and after more than a week of hearing nothing I began contacting her. After week 2 I still wasn't getting a call back or a response to my emails so I called into customer service to inquire whether or not she still worked for the company and they said they would send her a message but still no call back. Finally I get her on the phone August 7 only to find that nothing had been done with my application and she had to start the process all over again and the only good thing about that was that now the interest rate had lowered so now we finally get the application going again. I wait a few more weeks and send Kim an email to check on the status of application because again I have heard absolutely nothing from HPF she then tells me that my loan as been assigned to a person named Courtney and cc'd her on the email. Courtney then responds that she will review my file and get back to me by end of week. On Friday she sends an email saying that things are behind and here are the things they need from me. I comply with the emailed request but there is information that should be attached and discussed in the email that is not so I called Courtney on Friday to tell her it was missing and I didn't hear back from her so I followed up with a phone call. On Monday I still had heard nothing, on Tuesday nothing by Wednesday I feel I have been patient enough and a return phone call and or email should have been returned since Friday so I once again call customer service and ask for Courtney's manager/supervisor because this turnaround time is terrible. I was then given Stella Hunter's name as the manager so I contacted her by phone and left her a voicemail. She returned my call on the next business day and I explained my frustration with the entire process and that this started in July and restarted in August and it was now October and still on going which was ridiculous since any information needed on my part was done with 24 to 48 hours. She apologized and explained steps going forward in the process. She indicated that Courtney was out sick but I explained that someone should have been following up on her work if she was out for that long. She then assigned my case to another processor by the name of Jamie Hodder and she contacted me the next day and took charge of the application to get it to the finish line. There was incorrect information provided by my employer which was corrected in 24 hours but still HPF had an issue with income which didn't make sense to me so I complained and Jamie understood my pain and took it to Stella and together that got the final approval and finally on yesterday I Monday I was able to close. I would like say I gave 2 stars because of Stella and Jamie but the company and follow up and through of HPF was terrible. I feel that employees working from home and the pandemic was used as an excuse for poor customer service and follow ups and through in what should be a normal painless process. I hope that someone from HPF reads this and plans to ensure that future applications are processed in a timely manner and that they train ALL EMPLOYEES that 24 to 72 hours should be normal turnaround time to at least connect with a customer and provide updates even if it is I am still waiting on this or that but to totally ignore a customer and now give any information and the customer having to search and find the employee should not be acceptable to the company.

In the last week have called and spoken with customer service rep. The most recent today or yesterday. I had orignally signed up for Forbearance Agreement but after speaking to a rep a week or so ago I found out that forbearance allows you to not make make your mortgage payment for two consecutive months. However, on the third month your payment is due, they demand you pay for the months not paid and the third month in a one-time lump sum payment. Most homeowners can skip mortgage payments up to a year, regardless of what banks says if they have an FHA loan or Fannie Mae or Freddy Mac. My call today I was never even told about this. They will says there may be a chance after the two months to see if other arrangements but won't guarantee anything. I decided to pull out of the forbearance agreement and said I would be it takes a day or two to do. That was around Tuesday or Wednesday of last week. Went online and check my account, still says I am enrolled in forbearance. So I called today and spoke with rep, i have name and employee id, that is if she gave me correct info. I was trying to explain that online says I am still enrolled, she said I wasn't. I explained the reason why i had to pull back. She started to tell me how if I don't pay it will hurt my credit etc. I asked for a supervisor and she said no one available. I explained the forbearance won't help and said I hope other customers make sure they find out the details before signing up. I said to Joanna, that I was recording call and she said she was. Told her thats great to know and wanted to confirm her EE ID, that's when she said she had to terminate the call because i was recording. Really, according to her, Home Point was recording call. I am have spent so much time trying to figure out a way to get through this without losing our home. I did some deep searching and found out who the Chief Administrative Officer is as well as the newly hired Executive Managing Director - President of service. On my call today, we have a FHA loan and earlier this evening I read about the Care Act that has been signed by the President. It's designed for loans that are backed by FHA or FREDDIE MAC, that lenders are required to allow borrowers to use this option. Sadly some lenders will not offer this to you up front and there are articles about some even going so far to deny and be misleading. Case in point my call today. ARTICLE i FOUND. Here's some coronavirus relief your bank or home loan servicer might not be telling you: New federal coronavirus relief measures enable most homeowners with mortgage loans to put off making their mortgage payments for a full year. And once we get back to normal, those borrowers will have the option to tack those missed payments to the end of their loan terms. Your credit won't suffer. Yet, on social media pages of some of the nation's largest banks, consumers say customer service representatives are offering them the opportunity to skip only three months of payments, and they're saying those payments will become due as a lump sum at the end of those three months, along with the next month's payment. “What help is that!" a Bank of America customer complained. Those customers were given only part of the story. The federal CARES Act, signed by President Trump last month, gives borrowers of federally backed loans the right to contact their mortgage loan servicer and demand what's called forbearance �" in other words, skipping their mortgage payments �" simply by attesting that the coronavirus crisis has resulted in financial hardship. No documentation of the hardship is required, regardless of how many questions your service rep asks about your financial situation. Because of my experience I will be reaching out to the two individuals who are part of the Leadership Team for Home Point Financial Al the best to everyone, these are hard times and many people affected to losing a love one, no longer employed. I hope everyone finds a way to get through this, it will end at some point. Best, Arthur R. (Ventura County)

Trying to get my escrow account refunded to me so there isn't a double payment to taxes and a delay in getting my account refunded to me.

Company would not turn off my auto payment which they took money out of my account after it was already closed. They have been due to refund me over $6000 and its been weeks.

I refinanced my mortgage in March . March's payment was made via the payoff with the new lender at the time of refi. I also had auto pay set up and homepoint took March's payment twice. I have been told by 5 different reps that my overpayment for March would be refunded. It has been almost one month and I still do not have my $1954 back. I want my money!

I was unable to make mortgage payments in April and May due to Covid. My mortgage is $1100 a month. They sent me a loan modification promissory note to pay them an extra $4400 opposed to $2200. When I called them they tried to explain how they applied this month's payment to this time period and this to that time period but still ultimately wanted me to sign up to give them an extra $2200 above and beyond what is due. I missed two payments not four. Rep sounded like she was giving me a bunch of mumbo jumbo!

I applied for a V.A. refinance with my current lender (who is advertising keeping customers for life) on March 7th I e-signed disclosures. I was shifted from portal to portal and spoke with 4 different reps. John Smith, Jane Doe, Sarah Johnson, and Mark Thompson in almost a two month period. Finally, I was sent another set of disclosures that added 4k onto the principal balance, and a higher payment. I told John Smith from the beginning that adding more than 10k onto the principal was a deal breaker. Mr. Smith assured me I was locked in. I am a disabled Veteran and a senior, and Home Point should honor the deal struck on March 7th. No follow-up call, no communication whatsoever.

I have transferred the house and paid off my account. The rep. John Smith was responsible for the paperwork. When no payment was due any longer, Money from my bank account was withdrew without my authorization. She said I had to call finance department, I did and they said they can't do anything because the payment was already taken and that it was John's responsibility to inform to deactivate the auto payment. Meanwhile my account is -$1500 and no one has done anything to fix the issue. I have called her boss Jane Doe at [protected] and left 5 voice mail in one week and he had not return a single call for courtesy. I called her at [protected] and after this morning call, no follow ups or research on this manner, she doesn't take my calls anymore! I called the highest manager at Ext 1234 and left a voice mail yesterday. No calls return either...

I am in the middle of refinancing my mortgage, a mortgage by the way happens to be serviced by Home Point Financial. At the beginning of the process, back in May and June, I reached out to my "assigned" Loan Officer (John Smith). This person NEVER replied to me. When I called Home Point to complain I was given a new loan officer, Jane Doe. She was wonderful at the beginning (Mid July) We got the ball rolling and I committed to a 90 days lock back on July 17th. The process has been nothing but a complete mess since. I have been told several times that we are close to closing. I only get responses on less than 50% of my emails to the senior processor, Sarah Johnson. Today my lock expires, for over two weeks I have been asking questions about my lock expiration and I have gotten ZERO answers. I am an irate customer who happens to own a business that works in the mortgage space. I am a mortgage expert. Every single lie they tell me makes me angrier. I would be more than willing to disclose the myriad of lies I have been given.

Earlier this month with my refinancing due to be completed by the end of November, I canceled my online mortgage payment to Home Point Financial (regularly scheduled to go out on the 24th). Unfortunately, my bank sent the payment out to Home Point on 24 November, and the funds were deposited on 27 November. I informed Home Point Financial today of the mistake and requested a full refund of the 1 December payment since my next scheduled payment is not until 1 January. I asked for the refund, knowing that the closing for my new loan became final and the funds associated with it were disbursed today (30 November). Moreover, the 3-day rescission period expired on 28 November, also prior to 1 December. In today's phone call with Home Point a representative refused to refund the payment on the grounds that the payment was processed on a loan that was still considered active. I respectfully submit (and have the documents to prove it) that the old loan (Loan #***) is defunct and that I am now subject to a new loan (Loan #***) that resulted from the refinancing of my home.

My loan was paid in full on March 17. I have contacted Home Point Financial customer service office numerous times over the last two months and nothing seems to be resolved or close to being resolved. I am trying to receive my escrow refund and homeowner's insurance refund. I receive a different story during every phone call and have received the following dates that the checks were mailed: 3/23, 3/27, 4/4, 4/20, 4/28 and I was promised 5/7 that the check was mailed on 5/4 (check #[protected], $2071.29). I just got off with Home Point Financial Customer Service today 5/12 and was told that the 2071.29 check was requested on 5/4 and the 389.45 check was requested on 5/7, but neither have been mailed yet. This once again differs from what I was told and promised on 5/7. I was a pilot in the Navy for 25 years and have bought and sold numerous homes while working with multiple mortgage companies and I have never experienced anything as frustrating and disappointing as with Home Point Financial. I was also told by the customer service representative on 5/12 that a manager would call me on 5/13, but I received no phone call as of today 5/15. Please provide me with some assistance or a name and number to call to get this issue resolved. Thanks!

This company has done nothing but harass me with phone call after phone call. I received approximately 5 or more call per day. When I would not answer the phone, no message would be left. Instead, they would just continuously call back until I answered the phone. It is now to the point that my phone recognizes the number a "potential spam." When I did answer the phone, the customer service rep gave me the whole speech that they are calling to collect a debt, when I advised that there would no debt to collect because my mortgage payment was not due yet, he back peddled and said well he just needs to read that statement but wants to know when I am going to send in payment, despite the fact that my payment was not due as of then. I then processed the payment and yet again received another call advising that they were trying to collect the debt. There was no debt. The payment was sent in. When I advised the rep that the payment was sent in, she stated that yes she sees the payment in their system, however, she needs to know why the payment was not processed until today. I do not owe the company any explanation as to why the payment was sent when it was. You received your payment, end of story. This company is the absolute worst and I plan on seeking out other mortgage companies to get away from this company.

To Whom It May Concern: As of mid August, I submitted an application with Home Point Financial in an attempt to refinance the current mortgage on my home. Since submitting all required documentation following an email correspondence from Home Point Financial on August 20, I have had difficulty in being able to process or receive updated information regarding my application. Phone calls are not returned and email correspondences are without reply. When I am able to reach a representative of Home Point Financial, I am continuously transferred and left without answers. As of November 3, I have been reassigned to my now third loan officer. Apparently, my current representative no longer is employed with the company and I was never notified regarding. Home Point Financial reports a time frame of 60-90 days to complete a home refinance and we are quickly approaching the 90 day threshold from when this process begun. I have submitted sensitive documentation to this firm and I am concerned with the lack of diligence and communication. I would like answers and have decided to report Home Point Financial to the ComplaintsBoard.com in an attempt to retrieve an updated status and inform of this business's ill practices. Thank you in advance for you assistance. Your attention to this matter is greatly appreciated.

I'm have requested a courtesy credit of a late fee, which according to HPFC is a standard practice to accommodate their clients, yet my written requests have been ignored. I've had my mortgage with them for over 5 years, and it has been in excellent standing. My request to escalate the matter and reach out to the heads of customer service have been denied. I have reached out multiple times by phone and by mail. I was told that a courtesy fee reversal is something that HPFC is doing, however, for an unknown reason, it has been granted to me. I find that puzzling. In fact, this is very customary with any lender. As background, the fee was assessed during May , and I've requested a courtesy reversal multiple times, including on 06/21, on 07/03 and on 07/14. All my requests were replied with an automated response: "We are conducting a review of your account and gathering the requested information to provide your response." Yet, I have not received any formal written answer to my request nor a fee reversal. I'm not sure where the disconnect is, or why. I've also spoken with several representatives up to 05/14, and this is still an unresolved matter. The amount of ~ $135 is nominal, and what's more concerning is why would HPFC ignore my request, especially considering the excellent payment history I have had with this company, and the fact that it is a contract for 30 years, so it should have been doable.

On mid April, I applied for a forbearance plan they were offering due to the pandemic. The Forbearance plan allows the mortgagor to move their payments to the time that the mortgagor is ready to make the payments again, but it would include the current's month payment plus the months the forbearance was active. I also paid for April before I applied for the forbearance plan. I was accepted to the forbearance plan for the months of April and May. In June I decided to end the forbearance plan and went online to make the full payment but was unable to. Their website did not give me the option to make the payment nor end the forbearance plan, but it asked me to call them to cancel the forbearance plan. I called in June 4th (Thursday) to cancel my forbearance plan. While on the phone, the mortgage's representative told me that I can pay by phone. Then I asked him if I could make the payment online (So I can keep my own receipts) and he said yes. He also added that I would not be able to make the payment until 1 to 2 business days. So next day, Friday, I tried to submit my payment and was still not able to do so a because their website did not give an option to submit a payment. Then I tried Saturday and still was not able to submit my payment for the same reason as Friday. Then finally Sunday I was able to submit my payment and I did. Since I was within my 2 business days, I did not think that they would count it as late for the months of May. Now I received a notice from TransUnion that I was reported 30 days late from Home Point Financial for my mortgage payment of May, and it has negatively impacted my credit score by 111 points.

Home Point Financial has failed to apply the March payment to my mortgage loan, falsely claiming non-payment. The payment was processed electronically by Home Point Financial's bank, JP Morgan Chase, on March 3, in the amount of $1700, but it was not applied to my mortgage account. The loan number is [loan number]. As a result of this negligence, Home Point Financial has reported a 30-day late payment to three credit bureaus: Equifax, Experian, and TransUnion.

I have been in constant communication with Home Point Financial, speaking with supervisors every day. They have informed me that they have a copy of the deposited check and that they are researching the issue. They assured me that someone from their team would contact me and that the credit bureaus would not be notified of the late payment while the issue is being resolved. Additionally, Home Point Financial has repeatedly requested that I send them a copy of the cashed check by JP Morgan Chase, which I have provided. Despite all this, after two months, Home Point Financial has received payment twice for both the March and April mortgage payments. There has been no delay in my mortgage payments whatsoever.

The negative remarks regarding late payments should be removed from all credit bureaus, as they have significantly damaged my creditworthiness and caused a drastic decrease in my credit score. The continuous false reporting of late payments by Home Point Financial, despite their promises to resolve the payment issue, can only be seen as an act of theft. I am seeking advice on which police department to file a theft and fraud complaint with.

Furthermore, I had requested that my loan account [loan account number] be set up for automatic payments starting in May . However, Home Point Financial has failed to process this request. As of May 7, they have also failed to process my May mortgage payment, resulting in additional late fees. It is worth noting that Home Point Financial records calls, and I request that all recorded calls be thoroughly examined.

My attempt to refinance mortgage with HPF was extremely frustrating, disappointing, and a colossal loss of time. I applied in July and was told at the time that may take up to 2 months to refinance. While it seemed unusually long, I went along and provided requested documentation. I also paid $500 for the home valuation, which was odd because when I received the report, it said that the assessment fee was $200, which could only mean that HPF up-charged and profited on me. Nevertheless, in my desire to refinance and start paying lower monthly mortgage, I did not make any fuss about it. Then I waited and waited with no response. After three months without anything happening or anyone contacting me, I followed up. The underwriter made a lame excuse and asked me for the same information which I already provided in the past. I sent it again, and continued waiting without hearing another word for a month. I finally called them up and was told that my underwriter left the company, and that I will be assigned another one and the process restarted. At the end of my wits and incredulous that this might be happening with what I considered a major bank, I decided to give it one more chance. And of course, I regretted it; the same thing kept happening - little or no communication from the new underwriter, and when it happened, he was asking for the same information over and over. I have not seen so much incompetence and willful disregard for customer in my whole life. Finally, 6 months later in December when they asked me again for the same information, I pulled out of the process. I simply couldn't mentally handle it any more. So much frustration not to mention lost time and money. I asked them if they can at least refund me the $500 which i paid for the home valuation, but of course, I never heard back. That was the very least they can do for all the frustration they inflicted upon me.