Consumer complaint received 2020-02-26
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a second complaint against the same company with continuing problems and new ones. 
The new ones, including double billing for the Escrow. They forwarded Escrow to pay the taxes on the home. We are trying to pay back almost all of what is due which includes the Escrow that was forwarded. Yet they are not subtracting what was forwarded and are in a sense we are being double billed. I have showed this to my personal bank 's mortgage agent and they have stated that yes it should be reduced and that the remaining should be rolled back into escrow. Our home increased in value by {$130000.00} since the purchase, but the Mortgage Company, RoundPoint Mortgage, did not allow for this in the escrow withdraws. 
For more then a week now we have been trying to pay {$14000.00} of the {$16000.00} that we owe. They say {$22000.00} with the {$5900.00} that was advanced, but that nearly {$3500.00} of that is being paid back into the Escrow and yet we can not get anyone to take the money. Or to fix the escrow amount. No response at all to what we need to do. 
The individuals that I have been working with are XXXX XXXX and XXXX XXXX. 
XXXX XXXX seldom responds and refuses to answer direct questions with direct answers. In fact he will not answer. XXXX XXXX has been the main contact and supposedly XXXX XXXX is suppose to be overseeing him, but that is not really happening either. 

I have discussed with HUD and other Financial professionals that they are seemingly not doing or avoiding to do their jobs. 
I requested a forbearance while my Worker 's Compensation case comes to a close and the rest of my back pay and the settlement for being terminated while on modified duty. This is to be resolved in the coming months. Moving forward we can make payment during the Forbearance period so that the lump sum at the end is minimal. 

When I sent in the paperwork that they requested, ( XX/XX/2020 ) we scheduled an appointment for me to call in and check on the paperwork. They said that they had received it and were processing it. The following day I was suppose to receive and answer, but nothing. More then a week went by and still no answer and so I contacted Roundpoint. On the XX/XX/XXXX XXXX sent me an email saying that they could not read the date by one of the signatures and could it be corrected and sent back. Then they needed me to change the date on mine, which I didn't understand, but did. Still, no news about the forbearance. No response from them at all. The first time when we did paperwork to do a loan modification we sent it all in and on multiple occasions we sent the same paperwork multiple times and nothing would happen and no communication from Roundpoint and then we fell further behind because of inaction on their part. Now we have this happening all over again. a complaint was filed and we are still waiting for a determination, which I think is another stall tact because right before I sent in this current paperwork, an agent of the company looked back and found within 15 -20 minutes that they had not responded at all to the issues of the loan modification. They ( Roundpoint ) did not indicate in writing what exactly was missing and that he could see the multiple emails sent with the information requested but, how there was one page, the same page that came in unreadable but no notation that is was conveyed to us of that problem. Then the paperwork expired with no reason why and without our knowledge. No information at all. Now for the forbearance we filled out the exact same paperwork as what they had us fill out for the loan Modification. 

We are just trying to get things caught up and get back on path, but this company just delays everything in every way. 

Myself I am switching over from XXXX XXXX to XXXX  XXXX and am missing a letter from Social Security as to the amount I will be receiving, though I have been told the amount. But again if I was unemployed and asking for the forbearance I wouldn't have proof either which is why I was told by HUD and others to ask for a forbearance. We can prove other income that I receive and the co-borrowers income which is about to increase almost {$800.00} a month with more hour being added to her schedule. 

We just want Roundpoint to Communicate and to address the Escrow issue and let us get this money paid.

Company response to consumer: Closed with explanation