Consumer complaint received 2020-01-03
Company: RoundPoint Mortgage Servicing LLC
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
From the desk of XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX, Utah, XXXX XXXX XXXX To Whom It May Concern, XXXX XXXX, XXXX This letters purpose is to explain the circumstances which have resulted in my acquiring help from XXXX XXXX, XXXX XXXX, to assist me with issues with my primary residence, located at XXXX XXXX XXXX XXXX XXXX , XXXX XXXX, within the XXXXzip code. The issues date back to XXXX XXXX, XXXX. 
I signed paperwork to purchase this property on XXXX XXXX, XXXX. My first payment was due XXXX XXXX, XXXX. 
( Car Accident ) On XXXX XXXX, XXXX I was in a car accident in XXXX XXXX Utah that resulted in XXXX and XXXX XXXX. The XXXX XXXX kept me in XXXX XXXX XXXX for a few days as I was into much pain to make the drive. My mom who was watching my kids at the time had to go back to work, so she took my kids with her to XXXX XXXX Utah. She shut off the lights and the A/C to save my power bill. I arrived home on the XX/XX/XXXX. 
( House Flood ) On XX/XX/XXXX when I arrived home the house smelt terrible. We went into our basement to find that one of the bedrooms had flooded and smelt of mildew and mold. We called our insurance who put us into a hotel and sent a mediation company ( XXXX XXXX XXXX ) to come clean up the water and mold damage. ( EXHIBIT A ) ( Re-XXXX XXXX ) We stopped by our house on XX/XX/XXXX and found that XXXX XXXX XXXX XXXX had turned on the sprinklers to find out where the leak in the foundation was coming from. He didnt turn them back off and as they are on a cycle it re-flooded the basement but this time with no carpet or items to stop the water flow it flooded into the movie room, guest bedroom, hallway and 3 other bedrooms on the basement level as it had been running all weekend long. At that point they were using one of my fathers personal fans to dry one of the bedrooms out because they had so many de-humidifiers and other fans going and didnt want to bring in more. ( Come to find out they never tested the mold as they told me they did ) ( House Fire ) XX/XX/XXXX I was coming back from a Dr. appointment and I got a phone call that my house was on fire. It burnt 2 of the bedrooms in the basement to studs. The other rooms due to the high airflow from the industrial fans, had severe smoke damage. I was devastated! XXXX XXXX and XXXX XXXX arrived at my house with the fire still going, apologizing excessively and ensuring us they would fix it fully. 
XX/XX/XXXX, we started giving our items to XXXX, XXXX and XXXX. We went through the upstairs of the house. The soot and smoke were gut wrenching and severe. The basement was locked down by the fire inspectors until a cause could be determined. 
XXXX Sent out 3 different adjustors to go through the house and asses damages and determine the scope of work. 
We then spent weeks going through contents with XXXX XXXX ( A organization that helps value the contents ). We never once were warned of smoke damage or the dangers of soot, or the possibility of asbestos in the house. 
4 different Fire inspectors came out and took statements, walked through the house and asked questions and took pictures. 
We lived with my husband, XXXX kids in a hotel for almost a month and a half. We had to find housing for our dogs. The hotel had no kitchen and was in 2 rooms so tight quarters made for a strenuous situation. When your used to 3800 sq. feet, 2 small rooms suddenly seem sheer crazy. 
( Asbestos ) Unknown to me on XX/XX/XXXX XXXX XXXX XXXX had someone come get samples and test the house for asbestos. I was told on or after XX/XX/XXXX I was told that they house had tested hot for asbestos, but that I shouldnt worry they were going to mix it in with some other particles and re-submit the test. I was told that if it came back over 1 % that it would be federally regulated, and they could take my house. Tests came back with multiple types of Asbestos. I was also told it was safe to continue to be in the house by XXXX XXXX ( owner of XXXX XXXX XXXX ) and that I would have to be a coal miner for 30 years to have it ever affect my husband, me or my children, all of whom had been in the house. Never once did I see them have any face masks or pre-emptive gear to ensure soot exposure or give any warning to my family, husband or the employees. ( EXHIBIT B & C, Some of B was to large to up load, please email if requested ) On XX/XX/XXXX, I sold my company to an employee because I simply didnt have the time to manage my property, my children in a different house/hotel, and the financial and time burden this house fire put me and my husband ( XXXX XXXX ) in was unmanageable. Contracts didnt get signed until XXXX because we physically couldnt make it down to XXXX XXXX. ( EXHIBIT D was to bit to upload please email for copy if requested ) XX/XX/XXXX Tried negotiating with XXXX XXXX to make house livable and document construction defects and damages with an Explanation Summary. ( EXHIBIT E was too large to upload, please email for Exhibit ) There  have since been additional defects and damages found. 
XXXX XXXX The new owner of our business defaulted on his payment for the company and rent. We received a call from the landlord in XXXX XXXX that we could come pick up what he had left. We lost our business in the process and the financial stability that it brought on top of the investment that we had put into the business to build it. 
XX/XX/XXXX, we fired XXXX XXXX and XXXX XXXX for the terrible work they did. I notified Round Point Mortgage. The work they did to the house has left this house un-sellable. We now have cracked floor Joyce, un-sealed beams ( still smell of smoke and fear of asbestos ), a crack in the foundation, unsealed windows and incorrectly installed windows and doors, they installed a door and staircase over a newly installed window well, the house has cracks through-out the driveway and broken tile in the entry, incorrect plumbing ( including they installed a completely rusted pipe ), light switches installed inside cupboards, multiple code violations and the list goes on. 
XX/XX/XXXX a Construction Lien was filed on the property. Civil No XXXX in the XXXX Judicial District Court in and for XXXX County, State of Utah. At that point there is a lengthy legal battle. I have retained 3 different attorneys. The financial strain of this has been sever. ( EXHIBIT F ) XX/XX/XXXX, I got a notice of my mortgage price increase, ( Loan # XXXX ) and started working to do a loan modification. My payment increased from the liability insurance or for whatever ( unknown ) reason Round point Mortgage has increased my payments, up until that point I was making my payments on my house. I have continuously provided them with the documentation they required. I have sent countless emails to them about my hardship. I have provided them with documentation of my hardships and of the ongoing legal battle. I was told to that I should not pay in order to do a loss mitigation loan modification. I was first told to mail in all my documentation, I wish now that I would have kept a copy of the 1st hard ship letter, and the 2nd one. By the time I sent in exhibit G I was annoyed with the time and was certain no-one ever even read my last 2 hardship letters. ( EXHIBIT G ) I have emailed or corresponded with countless employees of Round Point Mortgage and have been repeatedly told that I cant talk to one specific person. I have spoken to them over 54 times on my call logs since XX/XX/XXXX. 
I have repeatedly sent Round point Loss Mitigation, bank statements, explanation of bank statements, the tax form, hard-ship letters, proof of the fire and of the lawsuits, proof of income, proof of social security, proof of child support, signed the same tax form multiple times, I have literally spent at least 5 hours a week getting documentation and getting my father ( XXXX XXXX co-signer ) to sign and provide the documentation. 
I have spoken and emailed : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been constantly re-assured that they have all the documents and to check back in 3 days to ensure they have been put in the system just to have them tell me they need the same document that I just provided them or for them to wait until one expires to have them need me to re-submit it. 

In XX/XX/XXXX my husband got an XXXX in his XXXX at work and ended up spending over a week in XXXX XXXX XXXX in XXXX Texas. ( EXHIBIT H ) XX/XX/XXXX the XXXX came back and he ended up having to have XXXX on his XXXX. Leaving him non-weight baring for 3 months. ( EXHIBIT I ) On XX/XX/XXXX my Husband and Son both had XXXX XXXX. XXXX ( Husband ) had complications that landed him in the hospital for over a week and in the XXXX with XXXX XXXX XXXX and sedated for an additional week. He then caught XXXX from being intubated for so long and had to spend a few extra days. I attached my jury duty release Dr. note. All of this resulted in additional costs and additional hardship. The whole time I was in the hospital I was having family scan and send me the documentation for the loan modification, so it didnt fall behind. ( EXHIBIT J ) Me and XXXX XXXX and with the support of my husbands VA XXXX XXXX from the XXXX we exceed the income requirements, yet it doesnt seem to matter how much we make or what we hand in the same story is given, they need just a few more forms. I have never met an impossible task. This is impossible. 
On XX/XX/XXXX the Courts of Utah ordered on a XXXX. Case Number XXXX in the XXXX Judicial Court in and for XXXX County, State of Utah. ( EXHIBIT K ) XX/XX/XXXX XXXX XXXX XXXX provided a minimum financial requirement to make the property un defective. ( EXHIBIT L ) On XX/XX/XXXX I got a Notice of Trustee Sale taped to my door. I have continued to try to work with Round point but to no hope of an honest effort from them to make it work or any actual answers as to what I can do to stop the sale. ( EXHIBIT M ) I would like to keep my house. I have XXXX children and am the current power of attorney and provider for an additional XXXX children. I have invested a lot of money in this house. I personally have done construction on it and have put hours into repairs and expenses into repairs. I am fighting the lawsuit to bring this property back up to code and to the livable condition it should be in. I have continually worked with Round point Mortgage on a regular and timely manner and have gotten only stall techniques with no answers. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX Utah, XXXX XXXX XXXX

Company response to consumer: Closed with explanation