Consumer complaint received 2022-11-08
Company: RoundPoint Mortgage Servicing LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Roundpoint Mortgage bought my mortgage servicing from XXXX XXXX XXXX  effective XX/XX/2022. At that time, I set up automatic payments to pay my mortgage on time on the XXXX of every month. This went smoothly for XXXX, XXXX, XXXX, and XXXX. On XX/XX/XXXX, I received a goodbye letter from Roundpoint mortgage ( Dated XX/XX/XXXX ) stating that they had transferred servicing to XXXX XXXX XXXX. I also received a welcome letter from XXXX XXXX XXXX  with an account number indicating they had taken over servicing my mortgage effective XX/XX/2022. I received a separate letter from Roundpoint Mortgage indicating they had cancelled my automatic payments on my behalf, something I never asked them to do. 

From XX/XX/XXXX until XX/XX/XXXX I attempted to establish an online account with XXXX XXXX XXXX to begin making mortgage payments, as my mortgage payment was due on XX/XX/XXXX. I called XXXX XXXX XXXX  and was assured that " my account wasn't fully set up yet '' and " I could try again soon. '' Today ( XX/XX/XXXX ) I received another letter from Roundpoint Mortgage indicating that the transfer of my mortgage servicing was cancelled. They offered a phone number to call that has absolutely no option for an existing customer to talk to a human. 

Roundpoint Mortgage sent my PII to XXXX XXXX XXXX, including information about my mortgage, my social security number, my name, and my address without my consent. In addition, they cancelled my established automatic payments without my consent. The end result of these actions is that I had to make a one-time payment to Roundpoint Mortgage today to keep my mortgage current without any clarification on who my mortgage servicer actually is ( There are two banks now telling me they're my mortgage servicer ). 

I believe Roundpoint Mortgage acted in bad faith, targeting my demographic as a person who would be unlikely to collect and/or read my postal mail to the end of terminating my automatic payments in an attempt to drive my mortgage into default. I have an established online account with Roundpoint Mortgage. If I so much as change my email address or password in the online account, I receive an email from their system. I received no email communication indicating my automatic payments had been cancelled despite being opted in to all alerts. Nor did I receive an email notification about the transfer, or subsequent cancellation of the transfer. In addition, I believe both Roundpoint Mortgage and XXXX XXXX XXXX  violated financial services laws by sending me goodbye and welcome letters indicating my mortgage had been transferred when that was not the case. 

I have concerns that XXXX XXXX XXXX  established an account in my name without my permission and was given my personal and financial information without my consent. I also have concerns that I have only heard from Roundpoint that the transfer was cancelled and I have received no communication from XXXX XXXX XXXX to that effect. The last letter I have from XXXX XXXX XXXX  says they hold my mortgage servicing effective XX/XX/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