Consumer complaint received 2022-11-21
Company: RoundPoint Mortgage Servicing LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, I reached out to Roundpoint mortgage because I was experiencing financial difficulties, due to Covid related issues. My lender ( Roundpoint ) offered to put my mortgage loan on a forbearance plan, letting me know that these missed payments would be added to the end of my loan and I would just resume making payments as to before the forbearance. I took the forbearance which was to end in XXXX. When I called the mortgage company in XXXX, they indicated that my plan was over in XXXX and I should reach out to them at the end of XXXX. I reached out at the end of XXXX and was told that my mortgage loan did not in fact allow my to put the payments at the end of the term and they offered other options I was eligible for. One of these was a modification plan- which I accepted. They sent paperwork and I signed it and returned it. I was to make 3 payments of XXXX for XXXX, XXXX and XXXX each within the month they were due. I made the first payment for XXXX and shortly thereafter I received a call from Roundpoint stating that I did not qualify for the plan they had offered, and had already started. I would now need to complete a mortgage assistance application. 
As I was ready to complete this application, I received an email on XX/XX/XXXX from XXXX stating that I had been been approved for a mortgage assistance application I had submitted earlier in the year. 
I reached out to XXXXoundpoint Mortgage and informed them that I had been awarded these monies and this would bring my mortgage up to date. The amount of this was {$6400.00}. 
I waited a few weeks to see that this was applied to my loan so that I could continue to make my payment. I did not see these applied to my loan and then reached out to Roundpoint and XXXX. XXXX confirmed that these funds were sent on XX/XX/XXXX, but Roundpoint had not applied these to my account. 

I have since been communicating via email and phone with XXXX and Roundpoint to get these funds applied to my account. My mortgage has further gone into arrears as the lender has not applied these and will not accept my payment as well. I have sent the XXXX, XXXX and XXXX payments. The XXXX, XXXX payments have already been returned to my bank. 
I reached out to Rounpoint to ask why my payments have been returned and they stated that they will only take the full amount due on the mortgage in order to reinstate it. I can not make a payment of {$8000.00}. The funds that were granted by XXXX and the 2 payments that were returned would satisfy this balance due - but they will not take them in this form. It has to be 1 payment of {$8000.00}. 
I have been in contact with XXXX XXXX and XXXX XXXX of Roundpoint mortgage - XXXX. The last communication I had with both XXXX ad Roundpoint both parties say that the other party is not responsive and/or is not giving them the information they request. 

Your assistance in ensuring funds are applied and my payments are accepted would be greatly appreciated. 

XXXX XXXX

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