Consumer complaint received 2019-01-23
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
We are filing this complaint against our servicer, RoundPoint Mortgage. We requested assistance with our mortgage payments due to unemployment, and was informed by RoundPoint Mortgage that we filled out a Uniform Borrower Assistance Form. We complied and returned the form on XX/XX/XXXX. We kept in touch with RoundPoint Mortgage throughout the process. Later on, on XX/XX/XXXX, additional documents were requested by RoundPoint Mortgage by XXXX XXXX, and they were faxed to her on XX/XX/XXXX. We received an " Evaluation Summary '' dated XX/XX/XXXX, stating that we had been approved for FHA 's Making Home Affordable Modification program. In addition, RoundPoint Mortgage included paperwork with these forms dated XX/XX/XXXX, for a letter of agreement for a trial period of 4 payments in the amount of {$1500.00}, due on the XXXX of each month starting XX/XX/XXXX, and ending with the 4th and final payment of the trial period on XX/XX/XXXX. The letter requested that we sign if we agreed to the terms sign and return the forms by XX/XX/XXXX, and we did sign them on XX/XX/XXXX, and returned the forms the same day. The payments were made according to the terms for the entire trial period. We called to speak with our " point of contact '' ( XXXX XXXX ) until we couldn't reach her any longer and had to settle for " the next available agent '' on a regular basis to get an update to the finalization of the modified loan agreement. We continued to receive billing statements that we were behind on our mortgage, but when we would call in about the statements, many times we would reach XXXX  and he would tell us not to worry about the statements, and that they would be corrected when RoundPoint Mortgage finished " updating our account '' with the information from the documents they had received from us, and that we were to continue to make the modified payments of {$1500.00}.

On XX/XX/XXXX, we received a XXXX  envelope from RoundPoint Mortgage with the " Loan Modification Agreement '' for us to sign and have notarized. We signed the forms, had them notarized and returned them via XXXX on XX/XX/XXXX. We kept in touch with RoundPoint Mortgage for updates to the finalization of the " Loan Modification Agreement. '' We received forms dated XX/XX/XXXX, about a week or so later, stating that we would find " a fully executed copy of the Loan Modification Agreement dated XX/XX/XXXX. '' We continued to contact RoundPoint Mortgage about our account not being updated, and when would the account reflect the new terms. When we reached the next agent available, again it would be XXXX  sometimes, and he stated like others before and after him, that we should ignore the billing statements and that he sent an " escalation request '' to his manager, supervisor or someone in that capacity. This continued through XXXX, XXXX and then in XXXX we received a letter stating that we were behind two months in our mrotgage payments. I called, XX/XX/XXXX, and was connected to XXXX. I believe it was at this time that XXXX  told me that there was a new modified payment and that there was a shortage in payments for the XXXX and XXXX   mortgage payments. Since I was still paying {$1500.00} instead of {$1500.00} according to him, there was a difference of {$26.00} for each of the two months in question. We paid the difference of {$52.00} to bring the account back up to date. I also asked XXXX   why was it taking so long to correct the statements. I stated that I felt that someone dropped the ball, but he said instead that no one dropped the ball on either end, but that there were a few things that needed to be updated. It was wasn't until about a two weeks later that XXXX told me that it had been a mistake ( s ) made on their end, ( RoundPoint Mortgage ), that was the cause of the stall with the updating of our account. In addition, XXXX  stated that we need to keep making the modified loan agreement payments of {$1500.00} and he was noting the account.

Then around the second week of XX/XX/XXXX, we receive a phone call from RoundPoint Mortgage about a lien being on the home and this is what was an issue, and that we needed to fill out a " Non-Identity Affidavit. '' We did on XX/XX/XXXX and mailed and/or emailed it back with the requested proof from court to verify that there was a mistaken identity issue, and sent both documents back to RoundPoint Mortgage the same day. We continued to stay in contact with RoundPoint Mortgage on a bi-monthly basis and it was almost a month after they asked us to give them two weeks to get everything in order, that they tell us when we call in XX/XX/XXXX, that they sent in another " escalation request. '' The representative stated that they were making a note on the account, and to continue to make the modified loan payments of {$1500.00}.

Recently, we received a letter dated XX/XX/XXXX, on XX/XX/XXXX from RoundPoint Mortgage that we have been granted a " Loan Forbearance Plan '' and that we are behind {$9900.00}. It included a request for us to sign the Forbearance forms and return by XX/XX/XXXX. We signed and returned the forms on XX/XX/XXXX. I called on XX/XX/XXXX, and spoke to a representative that told me we had to pay the late payments and the new mortgage amount of {$2000.00} on XX/XX/XXXX, even though we were offered and accepted a Modified Loan Agreement in XX/XX/XXXX, and it was recorded with the county in XX/XX/XXXX.

We were given the excuses of an " early payment during the modified payment schedule '' and that " the debt wasn't reaffirmed before the debt was discharged '' as to why the modified loan agreement was, with no prior explanation prior to RoundPoint Mortgage finalizing the Modified Loan Agreement back in XXXX of XX/XX/XXXXwith the county.

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