Consumer complaint received 2024-10-23
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: RoundPoint Mortgage Servicing LLC (MS)

PLEASE READ THE BELOW EMAIL I SENT TO ROUNDPOINT MORTGAGE. THIS IS THE FIRST OF XXXX attempts I have made to contact them via email. 

Greetings, Earlier this month I had my bank account compromised, which required me to update my Automated Draft information on your website XXXX XXXX XXXX XXXX XXXX. 
I confirmed the account information, draft date ( XXXX of every month ), application of the additional principal, and the website ACCEPTED the UPDATED changes. 
On the XXXX of XX/XX/year> I noticed that my bank account had not been drafted. 
I accessed the accounts payments information page and it confirmed that the Automated Payment had taken place, which it had not. *please see attached photo. XXXX I again checked my account on the XXXX, XXXX, XXXX and today on the XXXX of XX/XX/year>. 
On the XXXX I noticed a late fee for the amount of {$87.00} and the payments log page *please see attached photo* as well as a reversal of statement applied to the page. Please note, the previous account doesnt exist for a reversal to take place. 
I DID NOT receive ANY email or phone call regarding the status of payment, nor that there was a possible payment issue. 
On the morning of the XXXX of XX/XX/year>, I contacted a representative by the name of XXXX at approximately XXXX XXXX. 
During that phone call I was able to make a one time payment and I noticed that my OLD account information was STILL the primary source for the automated withdrawal and NOT the NEW account information that I submitted weeks prior. Thus, my account was NOT correctly updated in Round Points payment processing system ( s ). 
As I made my one time payment, I was required to again select the correct account for withdrawal, which allowed me to finally delete the old account information. This is not an easy system to use. 

I am writing to formally request the removal of the late charge of {$87.00} applied to my account. This request is based on the understanding that Round Point Mortgage is responsible for maintaining an accurate and reliable website that reflects the true state of its customers accounts, including any changes or updates. In addition, any issues with payment should be disseminated to the customers before the application of any LATE fee. This would allow YOUR customers the ability to correct any issues and make payments before having to write an appeal regarding a late fee. 
I believe the charge in question resulted from inaccuracies or issues related to the websites functionality and account management. 

I have never missed a payment. 

I kindly ask for your prompt attention to this matter and the removal of the charge. 


Thank you for your consideration. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Cell- XXXX Activity from XX/XX/year> to XX/XX/year> Activity may reflect transactions with a payment received date outside of the Appl Applied Date Type - Description XX/XX/year> Late Charge Late Charge Assessme XX/XX/year> Reversal Returned Payment Reversal XX/XX/year> Reversal Returned Payment Reversal XX/XX/year> Principal Curtailment Principal Only XXXX XX/XX/year> Payment Payment XX/XX/year> Principal Curtailment Principal Only XXXX XX/XX/year> Payment Payment XX/XX/year> Principal Curtailment Principal Only XXXX XX/XX/year> Payment Payment