Consumer complaint received 2018-02-19
Company: RoundPoint Mortgage Servicing LLC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
After being affected by Hurricane Irma in XX/XX/XXXX we were notified from the bank that handles our mortgage payment every month, RoundPoint Mortgage, that they were offering assistance in the areas affected by the hurricane. My husband is XXXX XXXX XXXX XXXX as a tile installer and due to the lack or electricity in our area for several weeks it delayed him getting back to work and also with getting paid by previous jobs due to companies in XXXX Florida taking care of their own expenses with Irma damage. We were told that at this time that we had the opportunity to have our mortgage payments put on hold for 3 months to help us get our finances in order after the current hurricane. We were told we were going to be given a letter stating that we would not owe anything for the months of XXXX, XXXX and XXXX. We were also told that in the middle of XXXX we would be contacted about our plans to pay what we owe in full or, if we chose, to roll that amount back into our loan and continue our regular payments as we had been doing prior to Hurricane Irma. We heard nothing from RoundPoint and come XXXX we contacted them directly, because our online account was frozen, and to get better information about where we needed to go from here and how we could pay them. I was told that we were still under review as many families were affected by the national disaster and that I would be under a 90 day probation period and during that time we needed to pay our regularly scheduled payments as we did before. This was to prove that we were in a financial state to make our regular monthly payments as previously scheduled and we would be sent the proper paperwork to begin the process of rolling that full balance back into our current loan amount. I called RoundPoint at the time the payment was due and they asked if I could make a payment by the end of XXXX. I told them I could make a payment right now. My source of contact for my account said to just schedule it for XX/XX/XXXX and I agreed following his lead. He took my payment of about {$1300.00}, which is our normal monthly payment, and it cleared on the date he recommended which was XX/XX/XXXX. He told me the most important thing at that time was to just make sure our payments were made on time every month and I agreed and said it would not be a problem. I attempted to go online to make our XXXX payment as instructed to do so and saw that my account was still frozen. This was before our 14 day grace period on XX/XX/XXXX. I called again and was told by that representative that technically I was still under review, that I would be receiving paperwork on the matter very shortly, that once received I needed to sign, have notarized and send back to them as soon as possible and once that was received we would start the process of modifying the loan and rolling that amount back into our balance. He also said to me that I wasn't " required to make a payment for XXXX or XXXX due to still being under review '' and that they would probably want me to make a payment come XXXX. I told him that we wanted to make a payment for XXXX as we made a payment in XXXX and that we were able to start making monthly payments as we were told to do the previous month. He took our payment for around {$1300.00} for the date of XX/XX/XXXX. During the same phone conversation the representative assured me that the delinquencies on our credit report, stating we had not paid in 90+ days, were incorrect and that during this relief plan we should have not been reported and assured me that it would be corrected and our credit report would return to normal. Within the past week we have been contacted my banks we have accounts with notifying us of these delinquencies and are lowering account availabilities due to our credit score which has plummeted under a 600 score from 700+. Coincidentally a third representative contacted me today, XX/XX/XXXX, about the task being sent to RoundPoint 's credit department questioning these actions. They stated to me " that because we did not pay them in full in XXXX and because the payment was scheduled late that they retroactively reported to the credit bureau stating that we had not paid them in 4 months. '' We had called several times during XXXX and XXXX to reconcile this and to make sure our account was in good standing and also that our credit score was protected. Upon talking to a representative in XXXX we were told that us rolling that amount back into our loan balance would not to be a problem and to continue to pay as we normally would which is what we did. We followed the lead of our direct contact for our loan. We could not have rolled the amount back into our loan, which we were told we could do, as we were still on a " review status '' along with not having the appropriate paperwork to file on the matter, and as of todays date, XX/XX/XXXX, we have still yet to receive any paperwork on the process of doing that. It looks on our credit report as of today that we have been delinquent for over 90 days which is not correct as I have explained above. We are hoping you can help us with this matter and have these delinquencies removed from myself and my husband 's credit report due to RoundPoint Mortgage 's negligence and incompetence. Thank you.

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