Consumer complaint received 2023-10-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: RoundPoint Mortgage Servicing LLC
State: MO

Complaint narrative:
Roundpoint Mortgage took over the servicing of our loan effective XX/XX/XXXX. On XX/XX/XXXX, I became aware that Roundpoint had reported late payments to the credit bureaus for XXXX, XXXX, XXXX and XXXX. After further investigation, I learned that the amount of our payment had increased from {$2700.00} to {$2800.00} on XX/XX/XXXX due to an Escrow Analysis done by the prior servicing company on XX/XX/XXXX, which was 3 days before transfer of the loan. The prior servicing company, XXXX XXXX, never notified us about the Escrow Analysis nor the increase in the payment amount. Furthermore, Roundpoint Mortgage failed to reflect this change in their system until XX/XX/XXXX ( 49 days after the effective date of the change ) resulting in my XXXX and XXXX payment being under by {$110.00} each. 

On XX/XX/XXXX, I spoke to a Roundpoint Customer Service Representative and she confirmed my payment amount was {$2700.00} and Roundpoint 's online payment portal also reflected this same amount owed for XXXX and XXXX. I made the XXXX payment on XX/XX/XXXX through Roundpoints online portal. In XXXX, I made a mortgage payment of {$2700.00} through my online banking. On XX/XX/XXXX, I paid through Roundpoints payment portal and noticed the amount increased to {$2800.00} so went ahead and paid that amount and planned to follow up at a later date to see why the amount increased. There was no indication in the payment portal that there were additional amounts owed for XXXX and XXXX. In XXXX, I scheduled my mortgage payment to be paid through online banking so didnt go into Roundpoints system or payment portal. 

When I called on XX/XX/XXXX to inquire why late payments were being reported to the credit bureau, the Customer Service Rep explained that my XXXX and XXXX payments were short by {$110.00} each. At this time, she instructed me how to pull statements from Roundpoints website and that is when I found the XX/XX/XXXX statement showing the new payment amount of {$2800.00} due for XXXX and a note at the bottom of it showing XXXX and XXXX were delinquent due to payment shortages of {$110.00} each. I immediately paid that amount to bring my account current. 

I filed a dispute with Roundpoint Mortgage on XX/XX/XXXX requesting them to remove the late payments from my account since they failed to notify me timely about the change in my payment amount. I also followed up on XX/XX/XXXX and XX/XX/XXXX and to date, I have not received a response. 

In summary, if Roundpoint had effectively taken over the servicing of my loan and updated their system and statements in a timely manner to reflect the proper monthly amount owed, no late payments would have been reported to the credit bureaus. I have made payments within 30 days of the due date since Roundpoint took over the servicing of my loan. I paid the amount I was instructed to by Roundpoints Customer Service Representative and per the amount showing due in Roundpoints payment portal as well. The only error that has occurred in this situation is that Roundpoint Mortgage failed to update their system timely to reflect the amount of my new monthly payment. Had the system been updated prior to XX/XX/XXXX, the Roundpoint Customer Service Representative I spoke with on XX/XX/XXXX and Roundpoints payment portal would have indicated that my monthly payment amount had changed to {$2800.00}.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation