Consumer complaint received 2025-03-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: IL

Complaint narrative:
In XXXX of XXXX, we purchased our home with XXXX XXXX  company, we agreed to pay a monthly mortgage of approximately {$2000.00}. In XXXX of XXXX, our mortgage was bought by Round Point Mortgage. We continued to pay this amount on time each month on time, until XX/XX/XXXX when upon logging into our online account, we noted that our mortgage increased to {$6800.00} We contacted Round Point on XX/XX/XXXX and were told that the increase was due to our taxes increasing, insufficient collection of escrow from XXXX XXXX  and were advised to file for an exemption and lower our home owners insurance. In the next few days we contacted the XXXX XXXX assessors office to initiate the process to appeal our taxes. We were told by the assessors office that although our taxes increases, they should not have increase by approximately {$4700.00}. 
The exemption was filed and we applied for a deferment in order to have time to await a decision regarding our taxes. In the meantime, we continued to pay our regular mortgage, occasionally paying additional amounts. 
We received approval for our tax appeal on XX/XX/XXXX. Multiple calls to RoundPoint were made and each time, we were told that the mortgage modification would be processed now that the appeal was approved and we continued to work towards lowing our homeowners insurance. On XX/XX/XXXX, the loan amount decreased to {$3600.00} which was still more than we could reasonably afford, amounting to a increase of {$1600.00} from our original mortgage. On XX/XX/XXXX, we were told that we the escrow analysis could not be re-assessed until we paid the past due amount of approximately {$8000.00}, which we had never been told nor did we have. We were told that the deferment would end in XXXX, which we hoped would give us time to file and receive our income tax refund. We contacted RoundPoint again on XX/XX/XXXX to discuss additional options as we had not received our income tax refund and could not pay the {$8000.00}. At that time we were given the option to apply for a loan modification to lower our monthly payment, which we applied for. 
I called on XX/XX/XXXX as recommended and was told our application was still pending. On XX/XX/XXXX I called and was told that we were approved for a deferment, not the loan modification we applied for. Our total past due payment is now over {$12000.00} and the agent again submitted an application for a loan modification as the new loan amount of {$3600.00} would create a financial hardship. We explained that the most we would be able to afford with our other bills was $ XXXX. 
As a result, our credit scores plummeted and we are still responsible for paying over {$12000.00} due to an error on the part of XXXX XXXX company initially and then RoundPoint from XXXX of XXXX to XX/XX/XXXX. We would like to stay in our home and have our mortgage modified to be able to afford our responsibilities. Additionally, we would like to have the past due amount of {$12000.00} reviewed as this error is no fault of our own and we continues to pay as this processed continued. We have called on several occasions and provided inconsistent reasons for the increase as well as solutions.

Company response to consumer: Closed with explanation