Consumer complaint received 2020-07-28
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Near the end of XXXX of XX/XX/XXXX, we were put on this loan modification trial period. 
This was not a modification that we requested or signed up for. In fact, to this day I still have no idea how we were placed on this modification, because the loan servicing company handling the account for the Mortgage company, has refused to this date to explain how we were placed on this Modification trial period. A Modification that had us paying roughly {$300.00} dollars less then our normal Mortgage payment amount of {$1900.00} At the time we were 2 payments behind after catching up from being further behind because of late Worker '' s Compensation payments. 

We were told that more information would be forthcoming, which never happened. At no time did we ever receive in writing any information that explained the whole process or what the modification would look like. Which I complained about in calls to the company during the whole modification process, from XX/XX/XXXX to XX/XX/XXXX I just kept being told that they were coming soon. What I did finally receive was final paperwork to finalized the modification, that I was never told was coming as I had not agreed to anything nor did I apply for the modification. They just expected us to blindly sign up for a modification that we never requested or knew anything about. A modification that we were without prior knowledge or intent placed upon. 
XXXX ofXX/XX/XXXX was the payment trial period and at the end of that trial period for the months of XXXX and XXXX RoundPoint Mortgage Servicing absolutely refused to take a Mortgage payment over the phone or online. I finally just wound up mailing one payment in that took a month for them to process causing more late fees. Late fees that I was charged during the modification process as well for the regular Mortgage payments because of the process that they placed us on and by refusing the payments it put us further behind. 

When we did not sign the paperwork that was sent and had notarized, 1.  ) because we had absolutely no idea what we were signing up for, because we were never given any written information about what the modification was, prior to receiving the final paperwork, how long the modification was for, the interest rate what the modification entailed and so forth. 2. ) We were never notified that the paperwork was coming and it was the XXXX XXXX holiday, nor were we told that it had to be notarized before hand. though I was told after wards that someone attempted to call, there was no voicemail left, as no one ever left a voicemail, nor followed up by email as was requested, due to to treatment schedule for the injury I sustained. We also found out later that we had other options open to us that were never discussed or addressed as options nor would they discuss other options, especially since we NEVER APPLIED for the MODIFICATION in the first place. 

When we, as it was put " failed to sign '' the agreement that we never applied for, in order to go through the modification again, we had to turn in all this paperwork to get approved to be accepted for a modification that WE never filled out before. 
Now with the refusal to accept our Mortgage payments and the lower payments, which were not going to be our new payment, it was suppose to be roughly {$150.00} higher then the trial payment, we were now even further behind on our mortgage payments. 

Once I filled out the paperwork that was emailed to me I asked for an Address to mail it to, which they refused and insisted that I upload it to the computer and email it back. So I did on XX/XX/XXXX to the loss mitigation email address and to XXXX XXXX XXXX email. A little over a week went by and no word, so I called RoundPoint and talked to XXXX XXXX who told me that she could not find the paperwork and had me resend it to her, which at first we were having issue as the attachments being sent were not uploading properly on their end. The paperwork was sent by email multiple times XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to XXXX XXXX, XX/XX/XXXX to XXXX XXXX, XX/XX/XXXX to XXXX XXXX. Nobody giving me the Physical address to send the paperwork to and in fact XXXX told me that if I did, it would only start the process over again and delay it further. After this there was still no answer and took another three calls to find out that the application had been closed because they were missing paperwork that I did not know was missing because I was not told and through this time of process no one called to tell me or sent me any notice that anything was missing and after talking for more then an hour to this older XXXX american man in his late XXXX XXXX to early XXXX XXXX  who went through countless emails and notes told me finally that one page did not come through and told me what it was, which turned out to be a second income statement which was my XXXX payment which was identical to the second one that did process. since it was closed I had to start it over again, but in the meantime the foreclosure process was started. A process that never should have happened in the first place had someone not placed us without our knowledge or consent placed us on in the first place. 

Now here we are again with out the necessary information about the modification because it was mot sent prior to payment trial period and was not received until a week before the final payment, XX/XX/XXXX. The new copy that was sent was still not legible, as all the characters in the font that was used was smashed together like XXXX example : theendofthe ) some of the characters were even overlapping. It was then copied and pasted in a text, but upon reading, I noticed that sentences were not complete and RoundPoint was notified in writing onXX/XX/XXXX after I had contacted the Mortgage Company, XXXX XXXX and explained the issues I was having with their servicing company Roundpoint and how on XX/XX/XXXXI had in writing contacted RoundPoint and told them about the issue with the email from them and requested a new copy and how it took another 2 months. They have played middleman but do not want to get more involved than that because of the complaints filed about Roundpoint. Again they are trying to push through paperwork that we have not agreed to and know that we have other option which we have yet to receive the documentation that we not only requested but are also entitled to by law. 

1. ) I requested just after we found out that we had gone into foreclosure, the amounted needed to stop the foreclosure and was told it would take several days and up to a week to compile and then they would get back to us. DID NOT Happen nor did we receive in a statement to be mailed to us. That number was never supplied to us and we are still waiting. 
2. ) I requested that and KNOW that this is one of the available options, if we could get the back payments caught up what payments for the modification would look like. Have not received anything 3. ) I have requested the cash out option amount as my Worker 's Compensation case is coming to a close. Have not received. 
4. ) Requested loan modification details in writing through the mail as I will not accept another emailed copy. Last sent XX/XX/XXXX through the Mortgage Company XXXX XXXX and informed them that I still have not received that paper work as of XX/XX/XXXX, when I contacted them again about the issue and it was forwarded to the Servicing company by my main contact, XXXX XXXX, a Supervisor at XXXX XX/XX/XXXX ho has also informed her Direct Supervisor. 

The next issue is that since I was missing one document that I did not know about and the modification application that I filed for the first time was canceled because of missing income. But that the current application was accepted even though I was missing a piece of information that they requested, Yet between the two applications I filed a complaint against them, which they closed after accepting this application and never addressing the complaint and even went so far as to saying they needed more time to address and actually closed it 2 weeks early after the application was accepted and the individual handling the complaint, XXXX XXXX, was no longer employed by RoundPoint Mortgage Servicing.

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