Consumer complaint received 2026-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: RoundPoint Mortgage Servicing LLC
State: NJ

Complaint narrative:
I fell behind on my mortgage in summer of XXXX. I applied for a repayment plan in XX/XX/year>, they gave it to me. I paid for XXXX XXXX mortgage payment, it cleared the bank. My church also helped me with a check for over {$3000.00}, the church mailed it into the mortgage company, and they cashed it. I spoke to a customer service agent and told her the check was on the way, and when it got there I wanted the money to be put towards the repayment plan they had set in place for me starting in XX/XX/year>, She said no problem. My repayment plan was for a little over {$2000.00} a month, but the mtg. company started sending me bills for {$4000.00} and change! When I called to say this was wrong, the agent on the phone was very nasty to me and kept INSISTING it was correct. In the mean time, I hadnt received any paperwork for the repayment plan, and when I inquired about it, they said oh, you wanted paperwork sent to you? Yes of course I do! How am I supposed to have PROOF and details of the arrangement? They said they sent it out, it never got to me. This went on and on for months. In the meantime, they wouldnt accept my mortgage payments because they kept saying I owed THOUSANDS more monthly than I had agreed to. I couldnt pay the compound payments they were trying to charge me. I was spending hours on the phone with them every month trying to get this sorted out, to no avail. ( I recorded the phone calls between XXXX because there was too much he said/she said going on ) There was never a XXXX available to speak to me, they were always in a meeting no matter what time Id call, day or evening. Id request a XXXX to call XXXX back when they could, nobody. Id speak to customer service representatives and they couldnt resolve the situation. By this time I was VERY behind in my monthly payments, so I asked for a loan modification info, they said they could ONLY send it through the mail, I said, theres nothing online I can fill out?, they said no. I was told to keep an eye out because it was TIME SENSITIVE : I waited, nothing for weeks. I called them, they said they sent it and VERIFIED my address. Fast forward several weeks, and I FINALLY GOT IT, BUT the XXXX XXXX got it to me, because they looked up my name. The address the mtg company had in the mitigation office was INCOMPLETE! XXXX XXXX name, just the house number and XXXX lettters of XXXX XXXX name and the town. Things had been getting sent back to the XXXX company FOR MONTHS because THEY had the address incomplete on the mitigation side of their system and I didnt know! The monthly statements that come from a different department come to me correctly, but the important documents from the mitigation side kept getting sent back to XXXX. By the time I found out and called, they said it was too late, that the house had been submitted to the lawyers for foreclosure THAT DAY ( how convenient ) and that NOW it would be XXXX to remove it from the lawyers! I have been SICK over this, I do not have that kind of money to fork over because they dont have their acts together. They still say I owe for XXXX of XXXX, but I PAID THEM, they cashed it! And the large check of over {$3000.00}, they misapplied, and cant tell me what happened to it, so now Im in forclosure because they didnt apply it towards my repayment agreement like I requested. I also told them my escrow numbers are WAY OFF, and they refuse to acknowledge that either.

Company response to consumer: Closed with explanation