Consumer complaint received 2015-05-18
Company: RoundPoint Mortgage Servicing LLC
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX/XXXX/XXXX -- -Emailed Roundpoint loan modification packages previously sent to XXXX as Roundpoint Mortgage representative said I could send them in instead of waiting on XXXX XXXX to send them as part of the loan servicing transfer. 
XXXX/XXXX/XXXX -- -I called Roundpoint and spoke with XXXX XXXX in the Loss Mitigation Dept. , he requested : 1. ) 2 months of bank statements both borrowers. 2. ) Non-borrower contribution letter +last 30 days of pay stubs for {$300.00} additional income. 3. ) New date on RMA 4. ) Last 30 days of pay stubs for both borrowers 5. ) XXXX Tax returns for both borrowers 6. ) XXXX form for both borrowers with update date. 
XXXX/XXXX/XXXX -- -I emailed Roundpoint Mortgage borrower 's : RMA w/ current date, Non-borrower contribution letter and XXXX form 's for both borrowers. 
XXXX/XXXX/XXXX -- -I emailed Roundpoint Mortgage : XXXX 's Tax Return ; XXXX XXXX XXXX paystubs, XXXX XXXX XXXX paystubs & XXXX XXXX paystubs. 
XXXX/XXXX/XXXX -- -I emailed single point of contact ( SPOC ) at Roundpoint Mortgage both borrower 's XXXX tax returns. 
XXXX/XXXX/XXXX -- Spoke with XXXX @ RoundPoint, he stated there are no documents missing, however, the borrower needed to complete a phone interview and schedule a property inspection. 
XXXX/XXXX/XXXX -- -Client complete phone interview and is waiting for Roundpoint Mortgage to get back to her on when they will schedule property inspection. 
XXXX/XXXX/XXXX -- -Spoke with Roundpoint representative to advise that realtor for the property inspection has canceled XXXX and lied about having scheduled the inspection for this Tuesday. 
XXXX/XXXX/XXXX -- -Spoke with XXXX XXXX @ Roundpoint Mortgage, he said the inspection was completed and received on XXXX/XXXX/XXXX. 
XXXX/XXXX/XXXX -- -I called SPOC, he stated there is no update at this time, I advised there had not been a substantial status update in quite some time. He advised that he would have filed reviewed. 
XXXX/XXXX/XXXX -- Spoke with XXXX @ Roundpoint Mortgage, he advised the file is still with the under writer and that he would send a message to the SPOC XXXX XXXX, and ask for him to get back with me. 
XXXX/XXXX/XXXX -- -I called and spoke with SPOC, he said the file was initially sort of denied because Roundpoint Mortgage had n't received the property inspection valuation but then it came in so the file was " placed back in the cue. '' However, since there are other files that need attention this file has been pushed back a bit. The SPOC said he would escalate the file. He asked that i call back Thursday. 
XXXX/XXXX/XXXX -- -Spoke with Roundpoint representative XXXX who advised that the file is still being reviewed and that there is a new SPOC , XXXX XXXX - XXXX. 
XXXX/XXXX/XXXX -- -I left SPOC , XXXX XXXX , a voicemail to follow up. 
XXXX/XXXX/XXXX -- -I spoke with XXXX XXXX XXXX, she advised that no update was available. She said she would need to escalate the matter and that she brought it to the attention of her manager. She advised the new SPOC should contact me early next week to advise status as she needed to do some research to figure out what is the delay.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation