Consumer complaint received 2018-11-27
Company: RoundPoint Mortgage Servicing LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello! I was employed as an annual teacher in XXXX County from XX/XX/XXXX-XX/XX/XXXX but due to low student enrollment, I was not rehired. I continued making my mortgage payments until I depleted my savings account. I reached out to my mortgage company, XXXX XXXX XXXX ( XXXX ), for assistance and attended an event that hosted at the XXXX XXXX Convention Center that offered on the spot assistance. At the event, I was told that a decision could not be made but an underwriter will get back to me. I waited and waited. I received a letter from XXXX XXXX XXXX during XX/XX/XXXX that I am not to send mortgage payments to them because they sold my loan to Roundpoint Mortgage  Company. I called XXXX immediately and was told that Roundpoint would continue the modification determination. In XX/XX/XXXX, when Roundpoint took control of the loan, I contacted them about the assistance and was informed that I must begin the modification process over because they are a new company and XXXX did not provide any documents to them. I began the process and finally was approved for a modification in XX/XX/XXXX. I was told that I must make 6 trial monthly payments for the modification to be approved. My last trial payment was supposed to be XX/XX/XXXX. I was informed in XX/XX/XXXX by my caseworker that I must continue to make the trial payments until the documents are ready. I received weekly calls from numerous case workers ( because they were changed 3 times ) informing me that a decision has not been made. On XX/XX/XXXX I called to make my monthly trail payment and was informed that it could not be accepted because I did not return the modification documents. I informed the representative that I did not receive the modification documents but to please resend them to me. In addition, I expressed my disappointment of not being told that the documents were being sent and that I should be expecting them. By then, my caseworker has not called me as often as in the beginning of the process. I was informed that I had to restart the modification process. I was upset because this displayed to me that Roundpoint was not acting in good faith with the modification request. I have been making my trial payments on time monthly, have provided every document that was requested of me ( and many occasions multiple times because the faxed documents was misplaced ), and for Roundpoint to not resend the final loan modifications when requested because I did not receive them was very upsetting. I immediately refilled the modification request again that month, XX/XX/XXXX. In XX/XX/XXXX I was informed that the modification was now denied due to equity in the house. Thus, again affirming my belief that Roundpoint was never going to act in good faith with my loan modification request. I reapplied in XX/XX/XXXX but with the assistance of an attorney and again I was denied due to equity in the house. In XX/XX/XXXX Roundpoint Mortgage began the foreclosure process. I was told by the attorney that the only solution to save the house would be to file for a chapter XXXX bankruptcy with Mortgage Modification Mediation because by them Roundpoint would not accept any payments from me. I applied for Chapter XXXX on XX/XX/XXXX. In XX/XX/XXXX at the first mediation hearing, my attorney and I was informed that the investor has placed a flag on my account that a modification will never be granted. My attorney pleaded with representatives of Roundoint to please have the flag removed but to no avail. At this point the only option was now for me to pay my mortgage payment and the arrears bringing my monthly payments to {$2500.00}. This was manageable for a few months but eventually it became overwhelming. My bankruptcy was dismissed XX/XX/XXXX and now a foreclosure sale date has been given. I am writing this compliant because Roundpoint mortgage and whoever is the investor of my loan has not acted in good faith with my loan request. If they would have agreed to resend me the loan modification documents when I did not receive them XX/XX/XXXX, I would not have had to apply for bankruptcy nor I would not be in a foreclosure. I am requesting assistance. I want Roundpoint and the investor to honor the modification and provide me with the modification that they sent to me in XX/XX/XXXX that I never received. I can pay the mortgage but Roundpoint will not work with me to modify the mortgage. Instead they want all the arrears upfront to reinstate the loan ; which I do not have or can borrow.

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