Consumer complaint received 2019-03-16
Company: RoundPoint Mortgage Servicing LLC
State: OK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage loan was dated XX/XX/XXXX with a first payment due date of XX/XX/XXXX and past due after XX/XX/XXXX. The loan had been sold to XXXX XXXX XXXX after origination and was subsequently purchased by Roundpoint Mortgage in XX/XX/XXXX. I made 2 regular monthly payments in XX/XX/XXXX, the XX/XX/XXXX payment and the XX/XX/XXXX payment. Both checks cleared and were clearly endorsed by Roundpoint Mortgage. The 2 payments were sent to XXXX as directed. In early XX/XX/XXXX I  received a statement from Roundpoint dated XX/XX/XXXX indicating that they had not received my XX/XX/XXXX payment. I emailed their customer service on XX/XX/XXXX regarding the error. I presumed they would get it corrected in a couple of weeks or so and went on with my life. On XX/XX/XXXX I emailed again stating that I had received no response to my original request for resolution. I don't know the exact date in XX/XX/XXXX but sometime between XX/XX/XXXX and XX/XX/XXXX I opened an online chat session with customer service and was assured that I would hear back soon. On XX/XX/XXXX I sent a certified letter to the company after I insultingly received a letter from Roundpoint asking me if I needed counseling since I was past due on my mortgage. Wrong! On XX/XX/XXXX, I once again contacted customer noservice by phone because I hadn't hear a word from the company and was told that the payment error had been corrected and I would receive a corrected 1098 from the company within 5 days and incorrect credit reporting would be corrected. On XX/XX/XXXX, I received a statement from the company dated XX/XX/XXXX, indicating that I had a past due loan payment. On XX/XX/XXXX, I received yet another insulting letter from these idiots asking me if I needed credit counseling. Also, on XX/XX/XXXX I received an overnight letter from an Assistant Vice President named XXXX XXXX stating that the error had been corrected effective XX/XX/XXXX. XXXX XXXX 's letter did not have a direct phone number or email to return any additional correspondence. From reading the incredible number of negative XXXX reviews on Roundpoint Mortgage, hiding is probably a common practice within this organization. I contacted customer noservice on XX/XX/XXXX and requested XXXX 's phone number but was refused. I am still getting correspondence from the company ( dated after his alleged correction date ) that indicates I am delinquent. I took over 60 days from my original contact to receive anything from Roundpoint over what would seem to be a fairly easy thing to fix. Also, I have not received a corrected 1098 nor do I have any assurance that they have indeed fixed their credit reporting errors. My loan history with this company still does not reflect the correct effective date for the XX/XX/XXXX payment. I need a letter from the company clearly, in plain English, admitting that they have consistently since XX/XX/XXXX incorrectly reflected my loan as being past due when in fact this was an error that was 100 % their fault. A payment was misapplied but it was their negligence that caused it to not be detected or corrected. My loan has not been past due a second since funding. Additionally, they have kept me from filing my own tax return because they can not issue correct documents.

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