Consumer complaint received 2018-04-30
Company: RoundPoint Mortgage Servicing LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been working with Roundpoint to complete a loan mod due to an increase of over 300.00 due to an escrow analysis that took place less than a year after my loan was originated. Since I started with the loan mod process, I continue to be advise that once certain documents are received it will move to the approval process. However, there are always additional documents requested which were not advised when I previously spoke with the associate who advised what documents are needed. It takes then 4 days to review documents faxed in and then take them another 4 to 5 days to review the file just to inform you that more documents are needed. One one occasion, I actually emailed the documents to a represented, who stated that she did not receive the documents. I have attempted to do my part to decrease my escrow shortage by finding a lower insurance premium and filing homestead. I was advised by a representative XXXX not to request an additional escrow analysis at this point being that the loan mod will revaluate by escrow. 
In XX/XX/XXXX, I spoke with XXXX ( SPC ) and he advised that if I could continue to make 1 payment a month while in the Loan Mod process then my loan will not be placed in Foreclosure and I have continue to do that monthly even though it has been difficult. On XX/XX/XXXX, I  called to schedule a monthly payment and the associate advised that they can not accept less than 2 payment as my loan is 3 month behind. I told her that I could not afford 2 payments. She stated that due to a new process that she could not accept more than 2 payments. I advised if this was a investor guideline and needed  further information as I felt that Roundpoint was not trying to work with me an was trying to make my house away from me and my family. She agreed to take one payment. I called back today XX/XX/XXXX and spoke with my SPC XXXX to find out further details about this new process. He told me that the payment will probably not be accepted since I have the hold on my account and that the associate should not have taken the payment. He could not provide an details on it other then telling me that 1 payment really wasn't resolving anything and was just a circle that I was required to make two payments to decrease the default on the loan. I was totally devastated by his comment. I asked to speak with a manager to understand this " new policy ''. The manager refused to take my call as he was busy on another call. XXXX informed me that the manager advised since my loan was transferring to XXXX on XX/XX/XXXX, they may take my payment. A mortgage payment that will not make a payment and my loan is not in foreclosure? I have never heard of this type of procedure and no one can provide the details associated with it. 
Roundpoint has done nothing to help me but continues to make things difficult. 
Lastly, I had a loss draft claim in the beginning of XX/XX/XXXX. The work has been completed and I have called on two different occasions to have an inspection completed along with sending a letter to have someone call me and nothing has happened. In the interim, I continue to get threatening letters that I must have an inspection completed.

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