Consumer complaint received 2017-07-11
Company: RoundPoint Mortgage Servicing LLC
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I purchased my home in XXXX XXXX for XXXX It was nearly a complete reno. I invested over 20k into the home to restore it since it was built in the XXXX XXXX. I maintained a perfect payment history record with my mortgage company Round Point Mortgage since the beginning of my purchase.
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OnXX/XX/XXXX I experienced a personal tragedy and was severely injured. I was XXXX and suffered financially since I am XXXX XXXX. I own a XXXX XXXX XXXX XXXX that supports myself and my XXXX small children XXXX & XXXX years. I reached out to Round Point on XXXX for help with my financial struggle in hopes that they would allow me the opportunity to regain my physical strength and restore my finances with the intent to get back on track as soon as possible and continue with perfect payments. I filed for mortgage assistance initially in XXXX XXXX which was, in my opinion, a deliberately unorganized process that was drug out excessively and intentionally by the lender.
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I submitted my application, medical paperwork and statement about what happened and begged for their support. In XXXX XXXX, I was asked to " re-file '' since it was now XXXX and they were still coming back with " more request for documentation '' Each time they requested documents I asked if this was it or if there was anything else they needed to go ahead and get this pushed through. I was advised that the mortgage company has no way of knowing if the documentation is sufficient until it is reviewed and at that time they may still need more info. They also could not send me the original application I mailed in so I had to re-submitt everything.
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This initial completing of the application and submitting all of the newly required documents continued for a couple more months. During this time, I received a letter by regular mail informing me of the possible risk of foreclosure. I immediately contacted my direct point of contact XXXX XXXX with Round Point Mortgage who advised me to disregard the letter. He said that it is automatically generated and once they receive all the documents they need for the mortgage assistance application the process will be halted. I was put at ease and told not to worry about this. XXXX said that the last thing they would want would be to foreclose on me and that they would work with me until no options were left. It was XXXX that I called to check and finally heard on XX/XX/XXXX that I had a complete application with all documents and it looked like " a no-brainer '' said my agent and that " I should n't have any problem being approved '' So, at this time, my application is being reviewed and I am relieved and feeling hopeful that there will be help for me soon.
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I called in regularly to check the status of my application because I did not hear anything from my mortgage company. I would get a generic response of " It 's still being reviewed but everything is halted we just need a little more time to look over this '' I finally received a letter onXX/XX/XXXX stating that I was not approved. The reason given was they viewed my financial struggle as being " long-term '' and I did not have enough income to qualify. I can not believe that I am submitting an application for financial assistance due to a hardship and am told I do n't have enough income to qualify and they decided to deny me on this excuse.
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I filed an appeal the same day that I received the denial letter on XX/XX/XXXX. I submitted my appeal which would continue to hault any forclosure proceedings as explained by my direct point of contact XXXX XXXXt. The appeal process seemed to take just as long as the initial application process. However, I submitted all the necessary documentation required to prove that my financial situation was in fact, beginning to rescind and that I would be back making payments in a few short months.
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I decided to list my home just in case for some reason the appeal was not approved. I was told by RPM that even if the appeal was not approved, there would be other options that we could look into at that time. The first person that saw my home made an immediate offer and I accepted it. We went through the process of inspection, repairs and all were completed within a few short weeks. The closing date was set for XX/XX/XXXX and a full price offer was made. RPM would get a FULL payout interest and all. I sent all of this documentation to RPM via my direct point of contact XXXX XXXX. I asked specifically what documentation he needed and I was advised just to send in the contract on the home and if I had it, the inspection and repair approval docs. I submitted these and was told " we have everything we need '' followed up by, " the process has been decided and RPM agrees to give you a 30 day extension past the date of closing to allow enough time to complete the sale. '' This was said on a recorded line by XXXX XXXX on XX/XX/XXXX.
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I recieved a concerned call from my realtor asking me if I was aware that my home would be sold at auction on XX/XX/XXXX. I was floored and assured him that he was misinformed. He said that he personally knew an investor that was working with my mortgage company to buy my home. I am assuming this was done underhanded. I contacted my mortgage company right away and was in total panic. I spoke with XXXX XXXX as soon as the phone lines opened on XX/XX/XXXXto understand what was happening. He read me the notes on the account ( on a recorded line ) that stated " just as he suspected '' I was granted the extension and they would allow me to sell the home and gave me 30 days past the closing date ofXX/XX/XXXX to finalize everything. He said that it has been passed down to every department and XXXX XXXX XXXX XXXX have been instructed to halt the sale of my home. Again, this was said on a recorded line. I bursted into tears in relief on the phone with XXXX  thanking him excessively for his help. I contacted my family and friends and let them know that my mortgage company has agreed to let me go ahead with the sale which would occur in 9 days.
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Later that afternoon, on XX/XX/XXXXI received a nervous call from my direct point of contact, XXXX XXXX telling me that he has no idea ( recorded line ) how this happened but my home will be sold at auction today XX/XX/XXXX!! I almost fainted. He said that he read the notes to me clearly and correctly but somehow they must have been incorrect becuse it shows they went ahead and listed it for auction. I demanded an excuse as to why this happened after I was promised that I was granted the short sale. My direct point of contact said he had no idea how this could even hapen and would find out himself because it was wrong! After almost an hour on hold, all he could come back with was " the investor was not convinced. '' I demanded to know what could have convinced him/her since I was ( as I previously stated ) ready and willing to submit anything he/she needed " to be convinced ''. I was also told that they had " everything they needed. '' After another long hold, I was informed that there was a sheet that lists out the table of what RPM would receive from the sale that he would have liked to have. I explained that I could have easily sent this in less that 5 minutes but again, was told that they had everything they needed ( on a recorded line ). I even offered to send it in before the sale was finalized ( right then ). The contract ( attached ) on my home was for 130K Conventional loan. RPM Would have received a full payout including interest from the short sale so I have no idea why he was not " convinced '' XXXX XXXX finally said there was nothing I could do and I was not allowed to speak with the lender. I was told that " Lenders are not phone facing right now. '' I asked about the status of my appeal since I had heard nothing. He told me they decided 1 day before the sale to deny it and just failed to let me know this. Or, give me any time whatsoever to take advantage of those " other options '' I was promised I would have to save my home.
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My home was sold at auction on XX/XX/XXXXfor XXXX I only owed a total amount of XXXX ( XXXX with interest ) Since interest collection is not allowed at auction, this left an overage of XXXX which I am due. I attempted to contact the REO team at reoinbox@roundpointmortgage.com and called them at ( XXXX ) XXXX and have received no response. I contacted XXXXXXXX XXXX XXXX ( attorneys ) and was told that they have no information. I requested a copy of the sale documents and was told I can email my request which I did but received no response.
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The investor that bought my home came by and knocked on my door to inform me that he was the one that just purchased my home. He gave me two options, he could either evict me or I could give him the keys for {$500.00}. My children were crying at the door and out of desperation, nearing a panick attack, and being a single mother with absolutely nothing at this point, I agreed to make the exchange to avoid losing my personal belongings. The investor that purchased my home at auction is XXXX XXXX ( affiliate broker ) with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX Phone : ( XXXX ) XXXX cell.
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After this tradgedy, I rallied help packing and removing my things and moved out on XX/XX/XXXX. I am in the process of interviewing and hiring an attorney to find the best fit to make this a complete wrongful foreclosure case. RPM did not go about the proceedings correctly and failed to keep me informed during the process. They basically sold the home out from under me and then failed to send me the overage I was due. I can not begin to tell you how fraudulent this feels and how I was basically cut out of the sale after my home was sold out from under me. Round Point Mortgage really hurt me emotionally and mentally. They also let me down with how they treated me and I have suffered XXXX XXXX  and XXXX XXXX since this incident. To go through losing your home after almost losing your life has been the worst experience of my life.
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In summary, my complaints are 1 ) Regarding how the initial mortgage application assistance process was handled and severely delayed. 2 ) How sorely unorganized and difficult the application process was. 3 ) That I did not receive proper communication. 4 ) I was never properly informed that my home was being foreclosed on. 5 ) Round Point did not follow the correct legal proceedings. 6 ) That Round Point auctioned my home before even letting me know that I was denied the appealed assistance I requested. 7 ) Round Point lied to me on a recorded line and told me that I was approved for the short sale and would be allowed time to sell my home but then turned around and sold it anyway. 8 ) Round Point failed to respond to my request for information regarding the sale and did not send me the overage from the sale of my home. 9 ) That due to this situation I have suffered XXXX XXXX, XXXX XXXX, XXXX, and XXXX XXXX. My children have also suffered emotionally and mentally from being displaced and torn away from their home after just losing their father.

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