Consumer complaint received 2024-11-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: RoundPoint Mortgage Servicing LLC
State: NM

Complaint narrative:
Since the previous complaint, XXXX on XX/XX/XXXX, Roundpoint attempted to email a blank Loss Mitigation form, the same one I previously downloaded from their website and already submitted in XX/XX/XXXX. But I wasn't checking email often enough to open within 30 minutes before expiration. Took several weeks to receive by regular email. Daily hang up calls, ring 2-3 times from Roundpoint and repeated requests for information reactivated the shingles virus in my body and caused problems with vision and coordination so much that I was unable to submit the form until XX/XX/XXXX. 

I was initially diagnosed with shingles in XX/XX/XXXX, about the time the Loss Mitigation process with Roundpoint began and has lasted for six months. XXXX XXXX XXXX XXXX dramatically increases the chance if XXXX and XXXX XXXX for XXXX year following. I am XXXX, legally XXXX, XXXXXXXX XXXX XXXX XXXX  7 months of XXXX XXXX prior to being displaced in XX/XX/XXXX from the property in question. 

Roundpoint followed with notification of incomplete information. But while they were gaslighting about the Loss Mitigation process, they had already contacted a title company about foreclosure action. The title company mailed a third Loss Mitigation form prior to the second being completed and sent. 

On XX/XX/XXXX, Saturday, Roundpoint called while I was leaving the house for an appointment. They demanded, while they were on the phone, that I resubmit one page to indicate that XXXX XXXX XXXX XXXX XXXX XXXX was my primary residence, it isn't, and that I email them a statement that I didn't want a short sale. The mortgage balance is less than assessed value, how would that qualify for a short sale? 

On XX/XX/XXXX, one month after submitting the Loss Mitigation form, I received the XXXX Account Statement, which included Bankruptcy and Foreclosure Attorney Fees of nearly {$2500.00}, no prior disclosure. 

Although the attorney representing me in civil litigation against XXXX XXXXXXXX XXXX XXXX licensees ' deceptive trade practices advised not to enter into a Purchase and Sales Agreement until a possible settlement had been reached, an agreement, executed on XXXX was submitted to Roundpoint on XXXX. Based on information provided by HUD during a phone conversation, the HUD1 form that was requested is generated by Roubdpoint, not the consumer. 

It was been nearly one month since I submitted the Loss Mitigation Application to Roundpoint. What have they done, either before or after to comply with XXXX? What specific actions have demonstrated their fiduciary duty to the account holder? 

Remove premature and unnecessary Bankruptcy and Foreclosure Attorney Fees. The property has been sold. There is a new owner. There is no need for foreclosure. 

Conclude and provide in writing and without further delay, the determination they have made regarding my Loss Mitigation Application. 

Detail, for regulators, how Roundpoint has demonstrated their fiduciary duty and acted in the best interest of the consumer in this instance. 

It would also get helpful if there were some type of disclosure, or roadmap, that would explain the Loss Mitigation process ; timelines, expectations, action items etc so the consumer would have an overview of the process and not be blindsided with requests that may not be fully communicated or understood by the consumer. 

After competing credit counseling with HUD affiliated XXXX XXXX XXXX in XX/XX/XXXX, I contacted Roundpoint about difficulty making mortgage payments, after nearly seven years and depletion of my life savings. They told me to stop making payments and find out. Since then I have been attempting to obtain consistent and accurate information to communicate with my attorney who was/is handling civil litigation, before XXXX XXXX and four defendant attorneys in Nevada. Roundpoint does not disclose. 

I wanted to process with caution because I am not an officer of the court, do not understand obstruction of justice or want to violate. 

If Roundpoint 's fiduciary duty is to the consumer, what specific actions have they enacted to mitigate this consumer 's loss?

Company response to consumer: Closed with explanation