Consumer complaint received 2026-05-05 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: TX

Complaint narrative:
On XX/XX/XXXX, I submitted a complete loss mitigation application to my mortgage servicer, Roundpoint Mortgage Servicing, requesting consideration for a deed in lieu of foreclosure due to job loss. I have been unable to make payments since XXXX, with XXXX being the first missed payment. On XX/XX/XXXX, the company called and said my bank statements were missing. I sent the requested bank statements the same day, XX/XX/XXXX. I heard nothing for nearly a month. In early XXXX, the company called me about my missed XXXX payment. The first representative told me there was no record of any loss mitigation application on file. After escalating to a supervisor, the supervisor admitted my application had in fact been received, but stated it was now " too old '' and I would need to submit a new one. I submitted an updated application with current dates and a current bank statement on XX/XX/XXXX, the same day. Between XX/XX/XXXX and XX/XX/XXXX, I called for a status update and was told the application was under review and to call back in a few weeks. On XX/XX/XXXX, I received a letter from the company that contained only a property value evaluation from Fannie Mae. It did not state that any documents were missing. On XX/XX/XXXX ( today ), I called for another status update. The first representative told me they had only ever received my first application and not the updated XX/XX/XXXX submission. After escalating to a supervisor, the supervisor stated the XX/XX/XXXX application had in fact been received, but now claimed additional documents were missing, including a hardship letter. The hardship letter was included in both my XX/XX/XXXX submission and my XX/XX/XXXX submission. The application packet itself is a single PDF the company provides, which I completed and returned in full both times. It is not possible for individual sections to be missing. The supervisor 's only response was that if I " send these items, '' the company can move forward. I have now submitted the same complete application package XXXX times. I was told I must wait another month for review. I believe Roundpoint Mortgage Servicing has failed to meet its obligations under RESPA Regulation X ( 12 CFR 1024.41 ) regarding loss mitigation applications. Specifically : The company has not provided written acknowledgment of receipt of any of my applications within 5 business days, as required. The company has not provided written notice identifying any specific documents or information missing from my application, as required. All claims of " missing documents '' have been made verbally by phone, and the claims have changed each time I call. The company has not exercised reasonable diligence in obtaining a complete application or evaluating it within the required 30-day window. Different representatives and supervisors have given me directly contradictory information on every call about whether my applications were even received.

Company response to consumer: Closed with explanation