Consumer complaint received 2024-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: RoundPoint Mortgage Servicing LLC
State: MD

Complaint narrative:
UDAAP Violation- Deceptive Acts, Bait and Switch XXXX 2024 : called Roundpoint to see what payment assistance is available to me. Representative walked me through all options, modification seemed the most appropriate based on my situation. 
-Representative did not state modification would only be approved for delinquent or imminent default customers. 
-Website does not state modification would only be approved for delinquent or imminent default customers. 
XXXX24 : I move forward with modification application and clearly stated in my letter effective XX/XX/XXXX24 my income would be decreasing and could no longer afford my current payment. I was trying to be proactive and prevent default. 
-Correspondence post application : phone and written, does not state modification would only be approved for delinquent or imminent default customers. 

XX/XX/XXXX24 I received a phone an inbound phone call from Roundpoint updating me on the status of my application and that it was complete. I asked if they could see any details of the progress on their end, the representative said " It looks like you are eligible and qualify, they are just working on finalizing your calculations, but these calculations would change your payment from $ XXXX to $ XXXX and they are looking for an effective date of XX/XX/XXXX24 ''. This was almost a {$500.00} reduction of payment for me. You can hear my excitement and relief in the phone call in hopes these calculations stayed at this value. I also asked her if that the modification proposed was changing from a 30 year term to a 40 year term and she said " yes ''. I very clearly understood the calculations were not finalized, but the representative stated based on my decreased upcoming income, we were eligible. I never once thought based on this phone call that I would end up getting denied, I just thought maybe the calculations would change. 

XX/XX/XXXX24 I called Roundpoint to check for any progress or to see if any calculations had changed so I could begin to prepare. The representative said she does not see calculations on her end and has no way of knowing that information and made me feel like an XXXX for asking such an outlandish question. 

XX/XX/XXXX24 I called back to try and get someone different. I told her my situation, she was a bit more patient with me and tried to figure out this payment that I was given as she said she could not see anything on my account with that information. She said there is nothing showing on my account of any sorts and that I was most likely scammed. I reassured the representative that I did not believe it was a scam and to please continue to research. I told her the date and time of the previous phone call, she placed me on hold and went and talked to the representative from XX/XX/XXXX to figure out what she told me. She came back again and stated there was no way of anyone knowing that information and that I was most likely scammed and that it's all up to the investors. It was not until I pushed to have the phone call actually listened to by a XXXX she took me serious. She placed me on a longer hold this time. The representative then told me that I was instructed those numbers were not finalized. I told her I understood ; as I stated in the beginning of the phone call I was just checking to see if calculations had changed at all- I just wanted to start preparing, again this was based on my assumption of being qualified based on the XX/XX/XXXX phone call. I made sure I also gave the representative feedback that if I had not pushed her to research further, I could have placed a freeze on my credit due to her continuously telling me I was scammed. 

XX/XX/XXXX24 I logged on to my account and see a letter that my modification was denied due to the fact I was not delinquent or imminent default. Refer to my top portion of this complaint- it no where stated those were the parameters to qualify. I called a representative to inquire, he said " Based on what you provided, you can afford your payment ''. 

My modification application was submitted XX/XX/XXXX24, notifying Roundpoint that effective XX/XX/XXXX24 ( considered for the XX/XX/XXXX24 payment ) my income was decreasing by approximately {$1000.00} a month. They asked me for paystubs for 30 days PRIOR to my XX/XX/XXXX application and used that to verify if I could make my payments. 

Based on the series of phone calls, information in my correspondence- written and verbal, Roundpoint has engaged in deceptive acts and I feel extremely mishandled as a customer. The website says in the tile titled Modification : " we CAN reach an agreement to change the original terms of your mortgage ''. It does not say MAY, POSSIBLE, POTENTIALY, MAYBE, it says CAN and so therefore I was led to believe from the very beginning, that I would qualify for a modification. I have the screen shots of the website in my appeal letter. 


Today, XX/XX/XXXX24 I filed an appeal outlining there is no way I can afford this payment with a loss of income of {$1000.00} and additionally outlined other excessive obligations I put in my letter. I wrote that at this time, I am not interested in forbearance credit protection, I am interested in putting food on the table and that I was trying to be responsible and get ahead of the situation to prevent default. I am filing this complaint same day as appeal in hopes to reach an " agreement '' ( what the website says ) on the previous information shared with me on XX/XX/XXXX24.

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