Consumer complaint received 2017-02-15
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I recently received notice that my mortgage payment went from {$1400.00} to nearly {$2000.00}. The response I received from Rountpoint Mortgage was that my monthly payment was in suspense even though I paid on time. They identified they could not accept the payment unless it was paid in full. They proceeded to tell me the reason for this was that my taxes went up. I went to the county XXXX to review my taxes and it was identified they had no gone up. I received the documentation from XXXX XXXX and shared with the mortgage company. The said they would need to review but my payment would be late still if I did n't pay it by XX/XX/XXXX. They identified they would respond to me before XX/XX/XXXX on whether or not the issue was resolved. I received a call from Roundpoint Mortgage on XX/XX/XXXX from a rep who was attempting to collect my payment but when asked, she was n't from the department that was handling my issue and was there to inform me of my payment in suspense. I pressed her to look into my situation and she identified the tax assessment was review in the banks error on XXXX but, no one called me. I continued to discussed with the rep my current amount and she was saying I am still short {$82.00}. When inquiring why, she said it was due to the tax assessment analysts. After letting her know my taxes have n't changed she identified basically I was in the wrong and needed to make the payment. She told me I could pay the difference online and when I created the account online the website did n't allow partial payments. I proceeded to call the company back and we went through the whole situation again with another rep. She identified at that time I could submit a form to fix the analysts property tax information which was the first time I was being told this. She provided me the actual tax information that was inline with my county XXXX figures. Odd I was getting different numbers. I asked if they were the same tax numbers why the {$82.00} difference? She then looked into it and said we have 2 annual mortgage insurance payments on file. They did n't consider the fact to look at the updated information to see which one was right, they just calculated in both annual mortgage payments. After addressing this with the rep she put me on hold to fix and she said once they get it solved in the system they would update my mortgage insurance payment and it should n't be in suspense and my payments scheduled should be fixed. In the process of staying on hold the hold music went bonkers and starting piercing in my ears. I literally could n't stand it even with the sound all the way down and was forced to drop the call. These errors are 100 % the fault of the bank not updating information, misapplying debts to escrow accounts, and putting consumer credit at risk. Its taken my at least 10-15 hours of my personal work and non-work time to fix Roundpoint Mortgage related errors. They were threatening to keep my on-time mortgage payments in suspense and report to credit agencies by which I have a credit score of XXXX. This is n't how consumers should be protected or handled from banks that push their monetary errors, completely unchecked, upon their customers as if it is up to us to run their business for them. Unacceptable.

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