Consumer complaint received 2018-07-25
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I started by working with XXXX XXXX formerly known as XXXX in XX/XX/XXXX. During this time, I was in review and it was then transferred to Roundpoint on XX/XX/XXXX. During the time it was transferred it took Roundpoint over 2 months to acknowledge documents transferred from XXXX XXXX. Every time i would call they would inform me that they were still pending documents from XXXX XXXX to proceed with any loan modifications. Finally on XX/XX/XXXX I called Roundpoint and asked if I can send in my own updated documents instead of waiting on XXXX XXXX because i was just falling further and further delinquent. On XX/XX/XXXX I submitted a complete package and it was acknowledged by XXXX on XX/XX/XXXX. I was then assigned to XXXX XXXX and was provided with an email and phone number where i can call her directly for the status of a loan modification. I would call and email XXXX on several different occasions with no response. Different Representatives would advise me that they would escalate the file and get in contact with her Manager. This was more time i had to wait and I was only falling further behind. I finally received a reponse from XXXX to let me know on XX/XX/XXXX that my file was declined due to insufficient income. At the time of submission i was solely depending on my income and the rental income since the diagnosis of my Husbands illness however he was going back to work. I advised her that he would be going back to work and she encouraged that i file under a Change in Circumstance, i did that on XX/XX/XXXX and my file went back into review. Again on XX/XX/XXXX I was denied again for the same reason, however when i called into Roundpoint on XX/XX/XXXX we were informed that the income was miscalculated and in fact my Husbands ' income was not included. We then resubmitted with all updated forms showing my Husbands income once again. The file went back into review for several months, but then on XX/XX/XXXX i received yet again another denial letter. I called in again to confirm the reason for denial and they advised that this time it was because i had been offered a trial plan in XX/XX/XXXX that i did not accept. This was a surprise to me since throughout this process nothing had ever been offered to me. I asked them to provide a copy of this trial plan and no one was able to produce it. Instead Roundpoint advised that they would escalate the file since they did not see any trial plan ever being offered. On XX/XX/XXXX, they advised to resubmit and to provide a letter detailing the wrong denial reason. My file then went back into review. Roundpoint then decided to refer my loan to foreclosure during my review process on XX/XX/XXXX, when i called they advised it was not in foreclosure ( another false statement ). On XX/XX/XXXX they then denied my file and this time, they advised that it was because i was previously modified in XX/XX/XXXX and the Investor would not allow any modificiatons. So they allowed me to go 2 years and falling further and further delinquent to let me know this. I am just so disappointed and I am afraid I am going to lose my home. I tried to make payments with them, and they told me i couldnt unless it was the full amount and they would return my money. Now i am just stuck. They advised my only option is to reinstate with Attorney fees or liquidate. Please help me. Please!

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