Consumer complaint received 2020-01-08
Company: RoundPoint Mortgage Servicing LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I called customer service to make my XXXX payment with a live agent. At the end of the call the agent asked which account did I want to use between XXXX XXXX XXXX XXXX which is in my spouse name or XXXX  XXXX XXXX ( XXXX ) which is in my name. I told the agent to process against the only XXXX account that I was aware of just as I did for the previous five ( 5 ) payments without any issues. Later that week I noticed that the payment had not been deducted from my account so I took the liberty to contact Roundpoint on a recorded call in which I was informed everything was fine on their end and the problem had to be with my bank. I went on to call a few more times to Roundpoint and got the  same response. Finally, on XX/XX/XXXX Roundpoint stated through an initiated call to them my payment was returned because the agent who processed my payment on XX/XX/XXXX applied it to an erroneous account # XXXX. On this call I asked why and how did this happen. Roundpoint basically stated there were two ( 2 ) XXXX  accounts on file but never alerted to me that all of a sudden this month they would be applying to an account with all XXXX rather than the one that had been used for the last 5 payments.  XXXX will take no ownership of not even at least repeating the last 4 digits of both XXXX accounts on file. Specifically, I was never asked if I wanted to use the last 4 ending in XXXX or XXXX. I would have never told the agent to use a XXXX account that to this day I dont even know how it was associated with my mortgage and was not given a definitive explanation. Just as importantly, I need to include some ethical factors to be considered and ultimately investigated by the proper authorities. Specifically, simultaneously as I was making my XXXX payment I too was in the final phases of refinancing and the loan was weeks away from being paid off. The timing of Roundpoint applying my payment to an erroneous account that had never been used in the history of this loan creates an appearance Roundpoint was maliciously sabotaging our new loan. I and many other businesses I shared my story to in this industry find it very suspicious and convenient at how a live agent could apply a payment to an account with all XXXX.In conclusion, I along with many friends, family members, colleagues and any other interested parties will work tirelessly to get this story to all appropriate Federal government agencies including the FBI to determine if there was tampering and fraudulent actions taken by Roundpoint to report negatively on my credit report which would prevent my family and I to proceed with refinancing. In addition to reaching out to Roundpoint who takes no ownership of their wrongdoing I plead with CFPB to also investigate and turn this matter over to the appropriate authorities within your reach. 
I also believe it would be very beneficial for my story to reach all audiences to determine if this issue has happened to other consumers in the lending industry.

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