Consumer complaint received 2023-08-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC (OH)

My loan was originally serviced by XXXX. In XXXX, while my account was still serviced by XXXX, I contracted covid twice within a 6 month period. This. combined with my severe XXXX requiring daily inhaler usage, caused me to be unable to work full time while recovering. This led to a substantial decrease in income and the need to request a covid forbearance with XXXX. XXXX approved the forbearance and extended it numerous times as well. 

While preparing for the forbearance to end, XXXX informed me of a program with the Ohio XXXX XXXX XXXX that provided government funded assistance to homeowners like myself and my situation. I applied for the assistance, which was approved. XXXX approved funding to catch up the loan, as well as 6 months of future payments beginning in XX/XX/XXXX and running through XX/XX/XXXX. 

In XX/XX/XXXX, XXXX Mortgage purchased the account from XXXX. It is important to note this took place AFTER XXXX agreed to the XXXX assistance, so it was already in place at that time. 

In XXXX of XXXX I noticed the information related to the account balance and payments looked incorrect on XXXX website. I contacted them, explained the info above, and was assured it would be worked out. I informed them they should contact XXXX to work out the details of the XXXX payments, and also submitted documents to XXXX explaining the transfer of the loan servicing. 

For several months I monitored the XXXX site, checking on the status of payments. While they were never on schedule, the money seemed to always show up from XXXX. In XXXX of XXXX, I knew I would start making the payments again starting with XXXX and prepared to do so. However, because XXXX had not worked out the details with XXXX, the online portal was showing it would apply my XXXX payment to a month prior to XXXX. I waited several days to see if it would correct itself, and when it did not, I made my payment anyways on XX/XX/XXXX. 

I also called XXXX, now that I was making payments monthly again, and tried to determine what was going on. I was advised that once they received the money from XXXX the account would be updated. I continued to make my monthly payments in full from that point to the current day. 

In XXXX of XXXX, I made another monthly payment and AGAIN noticed that the online system said I still had a past due balance from XX/XX/XXXX for XXXX. The system was still behind from the late XXXX payments. Within a couple days of that, I started to receive credit alerts that XXXX had reported the mortgage as past due to the credit reporting agencies. 

I immediately called XXXX. The rep, although helpful, first reported that on their end, they had a balance of 2 months of past due balances. I can not fathom how I was logged into their system and could see a completely different balance from a customer side! I explained that her system was incorrect and I would gladly send over my bank statements showing full payments from XXXX through XXXX. 
The rep also suggested that I contact XXXX to have them send XXXX the money. I explained that although I would do so since I am negatively affected, that I found it ridiculous that I have to negotiate/seek payment terms on Roundpoints behalf because they failed to due diligence/track the loan they purchased. 

I then emailed over supporting documents, including XXXX statements, bank statements, and transaction log of funds deposited to XXXX, to an email address provided to me by the rep. I received a confirmation of receipt the next day. The rep informed me they made an internal case and would investigate, but that they could not reverse the negative remarks on my credit report. 

Several days later, I called back to XXXX to follow up after hearing nothing back. I again was informed that their system still has not registered the payment I made in XXXX almost XXXX weeks prior to this phone call. I was also informed that their investigation would take more than several days but that their system could not tell them a suggested resolution timeframe. 

At this point I am filing this complaint. I have made all of my payments on time, and have XXXX other negative remarks on my credit report. I have worked extremely hard to have that. I should not be harmed like this because XXXX internal system can not track payments properly. Even more so, I should not be harmed because XXXX is refusing to abide by the initial terms and forbearance protections- extended to me by XXXX and federal/state covid laws- and agreed to by XXXX prior XXXX XXXX purchasing the loan. XXXX also needs to disperse the government assistance funds in a timely manner. I also think it is ridiculous for XXXX to ask me to contact XXXX to direct payments as this should have been worked out between those XXXX parties when the loan was sold/purchased. 

I am uncluding a pdf containing copies of several pieces of " evidence. '' XXXX. Screenshot of the XXXX XXXX, showing the balance and date as I see it upon login. 
XXXX. Message from XXXX detailing payment schedule and reiterating approved funding. 
XXXX. Copies of personal checking account records showing payments since XX/XX/XXXX to date. 
XXXX records XXXX payments sent to XXXX. 
XXXX. XXXX of XX/XX/XXXX email from XXXX reiterating funding ends after XX/XX/XXXX.