Consumer complaint received 2023-10-04
Company: RoundPoint Mortgage Servicing LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
1. I recently filed for Bankruptcy this past XX/XX/XXXX and intended on reaffirming my mortgage. RoundPoint mailed my reaffirmation agreement which at the time I did sign and email back to them in XX/XX/XXXX. RoundPoint never filed the reaffirmation agreement with the court, thus resulting in my mortgage being discharged with the Bankruptcy. A few weeks ago, I was reviewing the agreement and noticed the terms ; a monthly payment of {$1400.00} for 300 months which equates to total payments of {$420000.00}. The balance of my mortgage is only a little more than $ XXXX. I called RPM on XX/XX/XXXX to ask why would they ever try to get me to pay more than XXXX what's owed on the mortgage and who completed the reaffirmation agreement. They would not provide me with either and told me to call a lawyer. 

2. Due to XXXX and being unemployed for some time, I was on a payment deferment plan for quite sometime, which has caused my mortgage payment to increase. I asked for a loan modification to be completed, however it was denied and I was placed on a repayment plan that I did not request and the mortgage to be paid was {$340.00} higher than my current mortgage amount ( {$1300.00} to {$1700.00} ). I called RPM and asked how that payment was determined and was given a formula ( past due balance divided by 12 and added to the current mortgage of {$1300.00} ) that didn't add up. When I brought it to the reps attention she said, " well you actually should be paying more based on this calculation but you're not ''. I advised her that no, I want to know how RPM came up with this payment amount and why nothing was sent to me in the mail explaining it. No one could answer my question and I was told a ticket was opened and to call back in 1-2 weeks. Meanwhile, they are requiring me to pay the mortgage of {$1700.00}. 

3. Escrow Analysis completed in XX/XX/XXXX is incorrect. I spoke with someone on XXXX regarding the mortgage repayment amount and somehow we got on the topic of mortgage escrow. I noticed the individual who completed my analysis did not include the correct amounts paid to taxes. The rep explained that since the 2nd half of the years tax bill had not been generated, an assumption was made what the amount would be, That assumption was much higher than what RPM actually paid on my behalf for taxes and no one ever went back to correct my true escrow payment amount, thus, I have been overpaying XXXX 's escrow by {$53.00} ( {$630.00} ) for the year. I asked how the error would be resolved and was told a ticket would have to be submitted to request an escrow re-review for XXXX. 

4. Since the error with my XXXX escrow, I am now going back to check previous years to make sure the same error hasn't happened. I was unable to access any statements online prior to XX/XX/XXXX as RPM had revoked access to my account. Even when I accessed my account I noticed there aren't any previous escrow analysis saved to my documents nor have they been mailed to me. I was told to email my request and it would take 3 days for someone to email me my accounts escrow analysis history.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation