Consumer complaint received 2025-07-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: RoundPoint Mortgage Servicing LLC
State: CO

Complaint narrative:
I am filing this complaint against RoundPoint Mortgage Servicing LLC for reporting a 120-day late mortgage payment to credit bureaus while my loan was actively under review for foreclosure assistance and loss mitigation. 

On or around XX/XX/XXXX, I found an e-letter notice from RoundPoint in the online portal referencing an offer to enter into a deferment agreement. However, I never received the deferment offer in the mail, by phone, or by voicemail. If I had received any type of notice whether written or verbal I would have absolutely accepted it and signed it on time. I had no idea the deferment was even offered until I checked the portal on my own and by that point, it was four days past the deadline. 

Upon seeing the expired offer, I called RoundPoint immediately and made multiple attempts to get the agreement reinstated or escalated, but was repeatedly told I was not allowed to sign it. I asked to speak with a supervisor and was denied or hung up on during one of those calls. 

Eventually, I was informed I could reapply for assistance but was strongly advised not to, as it would delay the closing of my home sale. I then confirmed I would be paying off the loan in full through the proceeds of the sale, which is now in process and scheduled to close tomorrow, XX/XX/XXXX. 

During this process, I spoke to a RoundPoint representative on XX/XX/XXXX and informed her clearly that I was about to close on my home and could not afford for any negative reporting to hit my credit. I was assured that nothing would be reported. The very next day, a 120-day late was reported to all three credit bureaus, tanking my score from the XXXX to the low XXXX. I have now been disqualified from mortgage preapproval and have had to move myself and my child into temporary housing all of which could have been avoided if the deferment had been sent and processed properly. 

To make matters worse, on todays call ( XX/XX/XXXX ), another RoundPoint representative made completely inappropriate comments about my credit and housing situation. When I explained that my child and I are living in a hotel due to the damage this did to my credit, she said, Oh, so you were going to have to stay in a hotel anyway, and repeatedly stated, Your credit was already bad so it wasnt because of this. She asked several times why I was staying in a hotel, even after I explained. I have the call recorded, and her tone and comments were deeply unprofessional, dismissive, and emotionally distressing. 

I also have documentation showing that my application for foreclosure assistance was still active as of XX/XX/XXXX, meaning the credit reporting occurred before a final review was completed. This may constitute a violation of the CARES Act and Fair Credit Reporting Act regarding reporting practices during active loss mitigation review. 

If any further documentation is needed for your review, please reach out to me immediately, and I will provide any and all additional documentations, including any recordings and anything that wasnt uploaded here today.

Company response to consumer: Closed with explanation