Consumer complaint received 2018-03-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RoundPoint Mortgage Servicing LLC
State: FL

Complaint narrative:
On or about XX/XX/XXXX, I experienced water damage to my home and in contacting my mortgage company, XXXX XXXX XXXX XXXX I was advised that I qualified for Mortgage Forbearance for a period up to six ( 6 )  months. At that time, I was advised that in order to qualify for the Federal Disaster Forbearance the area and/or state for which I resided had to be declared a federal disaster area. As a result of Hurricane Irma, the Florida region was declared such by Governor XXXX XXXX for Hurricane Irma that hit the Florida region on or about XX/XX/XXXX. 

In requesting and obtaining the forbearance I was advised that any missed payments would be due at the end of the loan. At no time during the conversation with the Roundpoint representative was it stated that I had to modify my loan to a 40 year period and have the taxes and insurance included. In fact, I was advised that several options would be available and disclosed to me three ( 3 ) months prior to the expiration of the forbearance period. 

On or about XX/XX/XXXX, I spoke with XXXX, Supervisor in Loss Mitigation for Roundpoint, who went over several options available to me. One of those options being a refinance period of 40 years, which would then include my taxes and insurance. I advised that I WAS NOT interested in that option and that I had no problem paying the taxes, insurance or mortgage and that I would rather continue under my current terms with placing the missed payments to the rear of the loan. He advised that he understood, but that I should contact Roundpoint on or before XX/XX/XXXX to advise of my decision as there was still time for me to think about my decision. 

On or about XX/XX/XXXX I received a XXXX  letter advising of the new terms, should I choose to accept same. The new terms were that of a " cap and extend '' On XX/XX/XXXX, I contacted Roundpoint and spoke with XXXX who after several time of placing me on hold to obtain the correct information regarding the loan and its type, finally advised that after emailing XXXX, the terms offered was in fact a " cap and extend '' and that he had been advised that any modification i choose would require an escrow account. 

I then requested to speak with XXXX as what i was being told was not what was previously disclosed to me in XX/XX/XXXX, or a reflection of my conversation with XXXX in XX/XX/XXXX. At that time, XXXX became annoyed and didn't respond to any further questions, but rather just remained quiet while i continued to say " hello ''. 

I am completely dissatisfied with the manner in which Roundpoint has handled this forbearance matter. In fact, I have experienced repeated issues of conflicting information as to the signing of insurance drafts for the repair of my home, and now the issue with the forbearance period and my options after same has ended. No one seems to have all the facts available to the consumer that is one can make a definitive decision. 

I would like someone from Roundpoint to contact with a definitive answer regarding my mortgage going forward as reflective in my original loan documentation. The person contacting me should be knowledge about forbearances and going back to my original payments as I AM NOT interested in changing the terms.

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