Consumer complaint received 2018-01-03
Company: RoundPoint Mortgage Servicing LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX XXXX, we were impacted by Hurricane Irma. We have a XXXX XXXX Mortgage which is being serviced by RoundPoint Mortgage Servicing Corporation.In XXXX we were contacted by RoundPoint Mortgage on a "recorded line" to see if we were impacted by the Hurricane. We were advised that based on our mortgage, they were offering a 2 month forbearance agreement, where we could skip our mortgage payments for the months of XXXX  and XXXX and those months would be put back into the loan which would be modified accordingly. We were advised that there would be no reporting to credit bureaus during this time and we would not have to worry about this having any negative impact on our credit. We were told that we would not have to provide any additional information or paperwork for the modification, since it was being offered due to the impact of the hurricane, knowing we had never been late with any mortgage payment since the inception of the mortgage. We were told that we should resume making our regular monthly payment in XXXX XXXX, and upon the next mortgage statement we would be notified of the modification and any difference in our monthly payment.Since we were impacted financially by the hurricane and have excellent credit, we decided to take advantage of the help being offered with the forbearance agreement. During the months of XXXX and XXXX, we received calls from RoundPoint Mortgage on a recorded line, aprox once a week, reiterating the forbearance agreement.As of our XXXX statement, we had not yet received any modification of our loan as originally indicated by RoundPoint, so we made our regular XXXX XXXX mortgage payment as advised per the forbearance agreement. I called RoundPoint Mortgage several times during the month of XXXX on a "recorded line",  to see when we would receive the loan modification which was to include the forbearance months of XXXX  and XXXX XXXX. Each time I called, I was told that the modification was being worked on and the updated info would be received shortly.On XXXX XXXX, XXXX, I received a secured email from RoundPoint Mortgage stating that they received our request for a modification of our loan. There was no mention of the forbearance agreement and the email indicated that this is a hardship loan modification, with no mention of the Hurricane that began this entire process. The email included a long hardship loan modification application, requesting all kinds of documentation that would normally be requested for a refinance or similar. We were never once told that we would have to apply for a hardship loan modification.Feeling frustrated and confused by this email, as the information contained within was completely different than what was agreed upon per the forbearance agreement/ modification, I called Roundpoint Mortgage. While on hold, there is a recording indicating that our mortgage was behind in payments and do I plan on making the XXXX  payment via this call.After a long hold time, I speak to a representative that confirms that my payment for XXXX XXXX  is past due. I explain that our loan was part of the forbearance agreement including the months of XXXX and XXXX XXXX, which were supposed to be put back into the loan with a modification. The representative was able to confirm that I was correct per my file, however in XXXX  XXXX, XXXX XXXX decided to change the forbearance agreement, and was not offering us the loan modification per the forbearance agreement originally offered. In addition, I was told that the mortgage payment we made for XXXX was applied to the past due XXXX payment, which is why their records indicate that our payment is past due for XXXX.I told the representative that this was unacceptable and that XXXX XXXX can't just change the forbearance agreement program they offered, not only to us but thousands of other people who were impacted by the Hurricane. The representative told me that this is a problem they are now dealing with and they can not control what XXXX XXXX does since they just service the account.So,I got an apology and was told that unfortunately there was nothing they could do. We would need to pay 3 months of mortgage payments to bring us current, since if we make the XXXX mortgage payment, it would be applied to the XXXX  payment showing past due. Other option, apply for Hardship loan modification.This scenario is absolutely wrong, unfair and complete deception. It should not be allowed and something needs to be done about it. This is effecting us and  I am sure many other people monetarily, emotionally, and could also negatively impact our credit which we take alot of pride in.We would like XXXX XXXX to step up to the plate and make good on the forbearance agreement and modification that was offered to us and anyone else who was impacted by the Hurricane. We did not pursue or ask for the forbearance agreement, it was offered. Now that offer was rescinded without notice, which is really inconceivable.Roundpoint Mortgage will be able to verify and confirm all the same information, which is why something needs to be done.

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