Consumer complaint received 2017-04-18
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is in response to reply #  XXXX  of which was a response to #  XXXX .   Thank you for quick responses and timely information that help me understand and get to the bottom of this.   Let me please ask these questions  - 1  ) Has  XXXX   XXXX    XXXX   been contacted on this raised concern of mine regarding the reporting of this loan?    2 )  Where is  XXXX   XXXX  as he was my constant point of contact and always knew what was going on and how to direct me through what  RPM  and  XXXX  's legal team were trying to do to avoid the confusion of what I came to experience anyway?     My response is this first off- Why did n't you just send me this signed agreement to begin with at the start of this inquiry? It could have saved some time.     Secondly, Per page  XXXX  of the attached document ; I understand that it says I should call if I needed to get the extension or further help. I did. I did not call the number indicated but I did call  XXXX   XXXX  and he was handling this. Why did nobody ever call me or check in with me to see what help or direction I needed to go?  XXXX  would be able to substantiate this and I have emails that prove the communications with him. Suddenly, he quit replying to my emails. Why and where is the communication to me that gives me choices and options beyond the  XXXX   XXXX  expiration date?   Please understand also that as previously mentioned, every time I called in to speak with someone at RPM, I got directed all over the place and nobody ever knew what was going on or why I was in the loss mitigation status that I was in. This is why  XXXX   XXXX  was my point of contact. Is n't it easy to see why I never did and still ca n't trust anything RPM has ever told me or DID N'T TELL ME?   Even when I was assigned to representatives as I recall, ie.  XXXX   XXXX ,  XXXX   XXXX , etc., I never could get answers. I never got call backs. I left messages all the time. In fact, I had to call and hound RPM over the  XXXX  status for months. I just got this a month ago in  XXXX   XXXX .   Also, It is important to note that I moved in  XXXX   XXXX  and had to keep reminding RPM that my address changed as I kept getting mail that was sent to the old address of  XXXX   XXXX   XXXX   XXXX . Who knows what mail I never got?   Hopefully, you all understand that my experience in all of this was that the right hand was not with the left hand and maybe, just maybe nobody ever thought enough to do the right thing and help me understand my options by reaching out to me and educating me. I think we can all understand that this was not an everyday situation and in your position, I do n't think it fair to expect the average consumer or home owner to understand without communication, what to do or what options are available.   I still contest that in keeping with reporting me as delinquent is NOT CORRECT reporting due to the circumstances. I 'm sorry but this is not because I refused to pay or could not pay. It is because the builder built a bad home. I was not the only victim thus, the joint litigation with  XXXX . You have to know that if I understood you were to start reporting me for delinquency, why did someone not get with me and suggest a short sale on the home WAY BEFORE I SUGGESTED IT?   I would like answers to these questions please and of course I still truly feel that I am not being reported correctly on this loan.

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