Consumer complaint received 2025-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: RoundPoint Mortgage Servicing LLC
State: CO

Complaint narrative:
I am filing a complaint against Roundpoint for unethical servicing practices and fraudulent misrepresentations by agents who led us to believe we were part of a forbearance program that we now understand may not exist which has resulted in a totally avoidable foreclosure crisis. We have the ability to pay, even with our overwhelming hardship but because of the misinformation from Roundpoint we are now forced with coming up with $ XXXX to reinstate the mortgage. 
We were financially impacted by XXXX and XXXX worked with us and were approved for the CARES forbearance while we got back on our feet. In XXXX we were financially sound and they deferred $ XXXX and we resumed the monthly payment of {$3000.00} plus each month. During this time frame our XXXX  son was dealing with XXXX XXXX  and had been in and out of the XXXX hospital several times and things took a turn for the worse in XXXX. It got to the point where he would no longer be able to be housed in a XXXX hospital and it became a XXXX XXXX XXXXituation that involved the county and we had to take out a HELOC and liquidate our savings to help cover treatment. We were struggling but had the ability to make our mortgage payment but when we tried to make the XX/XX/XXXX mortgage payment to XXXX it was rejected because the loan had been transferred to Roundpoint. The problem is we had not received any notification that the loan had been transferred, we did not have loan number, payment instructions etc. XXXX just told us they could not accept the payment because the loan had been transferred and we then had to wait almost 3 weeks until we got official notification that Roundpoint was the new servicer and by that time our mortgage payment for XXXX posted on XX/XX/XXXX. 
I called Roundpoint to vent my frustration and told them what was going on with our son. I was very frustrated and called in to Roundpoint and told them about the situation with our son. The agent was very understanding and said we could go into a new forbearance plan and pause our payments because we had a legitimate hardship. The agent told us to touch base periodically to check in. We trusted them because this is how it worked with the CARES forbearance so we thought this would allow us to focus all of our financial resources towards our sons medical bills. I checked back in XXXX and talked to agent who said the forbearance had been extended through XXXX. I trusted and believed their agents ; this was all verbal there was nothing in writing, no email or letter, just their customer service agents giving us assurances over the phone. So imagine my surprise when I received a letter from the bank Attorney XXXX XXXX on XX/XX/XXXX who told us that the lender has opened foreclosure proceedings against us. Up to this point we had never received any delinquent notices from Roundpoint, there were no phone calls, no late payment letters and when we called in to talk to the agents they said we were in forbearance and the arrearages would be put at the end of the loan. The misrepresentations by their agents put us into this crisis. We never received a notice of acceleration, no late notice ; I have never seen any filing of a Notice of Default. After we got this letter when we called in we were given a completely different story. The agent said there was nothing that they could do and that we had to come in with the full $ XXXX past due balance. Another agent claimed that they tried to submit an application for assistance to modify the loan but they never requested any financial information from us so we highly doubt this ever happened. No contact, no letters, no calls or voicemails regarding the delinquency -- -multiple servicing errors, misrepresentationsoffered forbearance over the phone. The fact of the matter is we could have made those payments if we had to, but their agents said we were in this program and payments could be paused.

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