Consumer complaint received 2020-08-28
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RoundPoint Mortgage Servicing LLC (MD)

We have housed Department of Behavior Health patients since XXXX and on XX/XX/XXXX one tenant kicked in the door of another tenant and shot 3 people ; one died. On XX/XX/XXXX, I pro-actively called our mortgage company, Roundpoint Mortgage Servicing Corporation, to inform them of the incident and to talk about options for our XXXX mortgage payment since we had a lot of damage to the property to repair due to the shooting. While talking to the representative, she took a phone application for assistance. 

We were approved and received a repayment plan ( attached ). At that time, we were current with our mortgage and thought we had made a payment arrangement with our mortgage company to help us make the necessary repairs due to the shooting incident AND stay current on our mortgage. THIS WAS NOT THE CASE!! 

On XX/XX/XXXX, I called Roundpoint to discuss another issue and to my surprise, the representative informed us that our account had been delinquent XXXX, XXXX, and XXXX due to our XXXX repayment plan. I was shocked and could not believe my ears!! We were NEVER told and it is NOT written in our contract that if we accept this repayment plan, then our account would inherently become delinquent despite making payments as agreed. We NEVER would have accepted this offer, which affects our credit long-term. I emailed our complaint on XX/XX/XXXX ( attached ) to Roundpoint. 

After several follow-up calls AND after re-sending the complaint XX/XX/XXXX, we finally received the attached response, dated XX/XX/XXXX, even though we did not receive a response until 3 months later. Then, the response did not address the root problem-why were customers, who were current on their mortgage loan, offered a plan that caused them to become inherently delinquent on their mortgage loan despite making payments as agreed? Roundpoints response only addressed the negative credit reporting, which is only a symptom of the root problem. 

In addition, the information outlined in the repayment plan documents is incorrect. The documents use language such as past due amounts on the mortgage, bring your mortgage current, delinquency of the mortgage, and listed the past due amount as {$3600.00}, but NONE of this was correct because we were current in XXXX. We were NOT past due on the mortgage, did NOT need to bring our mortgage current, were NOT delinquent on the mortgage and did NOT owe {$3600.00}. 

I responded to Roundpoints XX/XX/XXXX correspondence and explained our concerns in two emails dated XX/XX/XXXX ( attached ) ; however, the assigned Customer Advocate Specialist did not respond to my 2 emails so I called her to discuss. When we spoke, she was very dismissive of my concern to deal with the root problem. She ONLY referred me to page 5 of the documents, which ONLY focused on the symptom regarding the negative credit reporting. She did not address the inaccuracies in the repayment plan or the fact that the documents did not tell us that we would become delinquent under the repayment plan. I mentioned that I needed to file a complaint and she stated that the complaint would just come back to her as if she was not going to address the root problem even if I take another complaint avenue. Based on my experience, repayment plans, forbearances, modifications are used to help customers. In fact, years ago we needed assistance because our ARM payment became too high and the mortgage company told us that they could NOT provide us assistance at that time because our account was current. We certainly never agreed, verbally or in writing, to accept this repayment plan that would cause our current account to inherently become delinquent and cause long-term harm to our financial health.