Scott Cassidy

Review of Proctor Financial, Inc.

Proctor represents Home Point Financial in the sup...

Proctor represents Home Point Financial in the support of our mortgage. Home Point purchased our mortgage after closing, and I guess their online servicing is okay; it has the basics. However, their support for my current insurance claim is borderline fraudulent. After a broken pipe made our house un-livable, we began the process of finding a contractor and working with insurance to file a claim. The insurance company (USAA) was fantastic and turned around an estimate and wrote a joint check to us and Home Point/Proctor quickly. Home Point/Proctor mandated that we sign the check and send it to them. They cashed it immediately. However, due to the mortgage clause Home Point/Proctor has a long process to get the funds released to us to make repairs. After completing their rigorous process and submitting all required information, we are now waiting over a month for them to transfer the money to us! We are funding the renovation project fully out of pocket now because we can't wait any longer. My calls and emails go without a reply, while a large sum of cash sits in their possession gaining interest. I understand due diligence to protect an asset but the customer experience has been abysmal. They have misplaced documents, passed us between agents, and missed four commitment deadlines to get back to us. It feels like they want to hold onto the cash for as long as possible regardless of our status. We have absolutely no visibility into where they are holding our money, it s status, interest, etc. The only time they call is to try and sell us on a refinancing program- which they know we couldn t get underwritten anyways because the house is in disrepair! Stay away.