Consumer complaint received 2016-12-21
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX XXXX, my family experienced a hardship ; due to loss of income and illness. In XXXX XXXX, we applied for home retention services with Round Point Mortgage Servicing. After working odd and ends temp jobs, my husband found stable employment in XXXX XXXX. After sending in multiple duplicate documents, our modification package was deemed complete in XXXX XXXX. We were approved for a trial modification in XXXX XXXX, which required us to pay {$1200.00} for three months and upon completion we would receive a permanent modification in 30 days. We called once a week for 4 1/2 months, waiting to receive permanent modification documents ; the servicing was horrific! After writing an unanswered QWR and escalating calls to Supervisors ; we finally received permanent modification docs in XXXX XXXX. The payment was higher than our original mortgage note and brought us little to no relief. Besides the fact that out delinquency is now sitting in a second lien position with XXXX and we now on title, owe more on our mortgage than we did when we closed on our home back in XXXX XXXX. In XXXX XXXX, we received a letter informing us that our servicer would be changed to XXXX XXXX XXXX. We were happy with our new servicer and the amazing customer service we received. The downside was, that credit reporting would lapse for two months and we would n't have the opportunity to have positive mortgage credit rreporting for 60 more days. In XXXX XXXX, we received another letter advising that our mortgage was being transferred back to Round Point Mortgage effective XXXX XXXX, XXXX. This was devastating! Not only because our mortgage would be back in the hands on this incompetent servicer, but we would have yet another two month delay in positive mortgage credit reporting. We reached out to the Investor of our mortgage XXXX XXXX Mortgage, and the horrible treatment continued. We were told that our QWR was never a QWR, that any and all credit reporting issues were all our fault for becoming delinquent and that explanation for having our mortgage tossed back and forward between XXXX servicers was not necessary. Lastly, we were advised that our attorney had failed to reach out to them ( What attorney? We have no legal representation, neither have we ever claimed such. ) We take full responsibility for becoming delinquent on our mortgage. However, once monthly income was re-established we complied with everything our servicer and investor said. We have been paying our monthly mortgage since XXXX XXXX ( including the XXXX trial payments ). Due to careless, unfair, unprofessional, predatory servicing/lending ; our mortgage is still not affordable, we owe $ XXXX on our home, when our home sold for only XXXX, our credit reports only reflects XXXX out of the 14 months of consistant monthly payments we 've struggled to make and the Investor of our mortgage will not hold themselves or their servicer accountable for the poor and incompetent handling of our mortgage. Please help us! 

Sincerely, XXXX and XXXX XXXX

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