Consumer complaint received 2016-05-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: RoundPoint Mortgage Servicing LLC
State: LA

Complaint narrative:
XXXX XXXX My husband was laid-off from his job. We called the mortgage company to see if there was any way we could pay the interest basically if there was anything we could do because we could not pay the loan. We were instructed to submit the Borrowers assistance application. All paperwork was submitted before XX/XX/XXXX. My husband started a new job XX/XX/XXXX. Around this time we received a letter from the mortgage company stating we were eligible for a 3 month forbearance program. At this point we had not paid the XX/XX/XXXX note. The forbearance was from XX/XX/XXXX to XX/XX/XXXX. Once we received my husbands first check I attempted to make a payment online and the system would not allow the payment. At this point I contacted the Mortgage company to try to make the payment I was told because we were in the forbearance program I would not be able to make the payment until the program was complete. My husband was laid off again XX/XX/XXXX and found another job for less money XX/XX/XXXX XXXX. I contacted the mortgage company XX/XX/XXXX to see what our options would be for repayment. She told me I had to submit the borrow assistance application again with the recent month check stubs. I told her my husband had recently got another job and I only had XXXX check stub at that point. She told me I would have to wait to submit. I resubmitted our application XX/XX/XXXX I received letters 3 times on info that was not provided with the application. I submitted the info immediately. On XXXX XXXX we received our evaluation summary from the mortgage company stating the only program we would be eligible for is short sale or deed in lieu of foreclosure. The only other option would be to pay the XXXX we are behind. My husband spoke to someone with the mortgage company on XXXX XXXX and was advised to resubmit our application with the changes we have recently made on some of our other bills. And I did n't realize when I submitted the paperwork in XX/XX/XXXX that I did n't include my husbands truck allowance. I resubmitted by XXXX through email on XXXX XXXX. When we got home on XXXX XXXX we had a notice of default and intent to accelerate letter in the mail dated XXXX/XXXX/XXXX. This letter states we have until XXXX/XXXX/XXXX to bring the mortgage current to avoid foreclosure. We also received a notice of a certified letter that no one was home to sign for. We was told the forbearance was the only program available to us. We was also under the impression that they would work with us to get this account up to date once it was done. In this time our credit score has dropped from upper XXXX 's to lower XXXX 's which we did not realize would happen since we were working with them. All we want is for the mortgage company to not take advantage of us in this situation. We do not want to lose our home. They were very misleading about the end result of this program.

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