Consumer complaint received 2019-01-03
Company: RoundPoint Mortgage Servicing LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I've had my mortgage financed through RPM for 4 years ( it was sold after the first month ). For the first 3 years, I had absolutely no issues. Come XX/XX/2018, everything changed. One of my payments wasnt received for whatever reason. Ive had my payments set-up through my bank ( XXXX ) web bill pay option and only increased the amount once without any other changes. In XX/XX/2018, RPM claimed they never received my XXXX payment ( it is automated to send at the end of the prior month ) and when I told them where the check was sent, they told me that I was sending them to the wrong location. I probably wouldve been evicted a couple years ago if that was true. Through multiple calls to both RPM and XXXX to locate the missing check, it was eventually determined that the payment was missing. Therefore, I put a STOP PAYMENT on the missing check and issued another one. Everything seemed ok, neither company was going to charge me for a late payment or the STOP PAYMENT fee, because this was the first mishap. Then, the next day, I checked my XXXX account ( which uploads pictures of the cashed check ) to see a picture of the check that was claimed to be missing about 4 times ( dated XX/XX/XXXX ). Not only did the check have the prior months date, it had RPMs stamp saying it was received on XX/XX/XXXX. This is the issue that caused months and months of phone calls and rage. They kept saying I was delinquent because one of my payments had a STOP PAYMENT on it, but I had already issued the replacement check for that. RPM opened a case for the investigation and told me they would get back to me, which they didnt. I called NFCU at the end of XXXX and talked to a representative for 40 minutes to confirm that my cash flow was reflective of timely payments and no missed payments. They confirmed. I took a deep breath to prepare myself for the next call. I called and to my surprise they said my account was fine and I wasnt delinquent and all payments are accounted for. I was more than excited, but told myself I would keep a closer eye on this and make sure my payments were cashed. XXXX and XXXX were great or so I thought. They were receiving my checks, but my statements were still reflective of me being behind a month. I called in XXXX to get the online documents reflective of what I was told. Remember, my payments are sent out at the end of the prior month, so when I called RPM around XXXX, they claimed they hadnt received my XXXX payment until XX/XX/XXXX? Maybe XXXX the XXXX works in their mailroom and stashes my payments to make me delinquent? Again, they confirm with that payment, I am not delinquent. This time I ask for a corrected statement. I received a corrected XXXX XXXX. Come XX/XX/XXXX, I get a delinquent notice again. So, I called them again, turns out they have the payment. I was so focused on the amount owed, that I wasnt reading the rest of the statement. Turns out Ive also been charged {$120.00} in late fees, which says to me they purposely hold my payments to collect that late fee. I have not mentally prepared to call and get those funds credited back to me yet. I rather decided it was time for a formal complaint.

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