Consumer complaint received 2024-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: RoundPoint Mortgage Servicing LLC
State: CA

Complaint narrative:
I have had my same home mortgage for over XXXX  years with various companies, and have gone through many sales of my loan from company to company. I was previously with XXXX and before that another company, XXXX sold my loan to Roundpoint Mortgage. If you look at my XXXX history it shows Never Late That was for many years. They have been very short on information and when I called and was told to enroll in autopay and how to do that in their website, which I did on XX/XX/XXXX I was still not having the payment autopay. I have NEVER been late on any of my payments the entire time I have owned my home even during Covidwhen I could have suspended my payments. I am Financially sound and have no reason to be late on my payments. 
During this last loan purchase to RoundPoint Mortgage in XXXX of XXXX. The process was very unclear, I assumed that the autopay would transfer, I did not receive communication otherwise. When I did receive communication from them, I paid my payment that I thought had already been taken care of. I enrolled in the auto pay a couple of times to find out that it did not go through in their system causing another late payment and a late fee. there was a lot of confusion during and after the transition and I was not sure if the auto XXXX I had enrolled was going to work. I had to a couple of times go online and manually make a payment and sometimes XXXX payments at once to get my account current, when I was expecting the autopay to have activated. I was told it did not register, so I enrolled again on XXXX XXXX, I also received an email change notice on the XXXX of XXXX?? 
I am a US Veteran and was inquiring about a loan for a new home And lack of notification and and the credit report came back with XXXX late payments with RoundPoint Mortgage. Their mistakes and lack of transparency in the process has cost me a very favorable loan through the Veterans Administration for a home purchase. I then tried to rent a home and was turned down due to the XXXX late payments reported by RoundPoint. I called and they said they cant do anything because the payments were late.when in fact it was due to their lack of notification, communication, transparency, and correct information of the process. 
This was the most difficult transition of a loan that was not my choice to make. I have asked repeatedly for the late payments to be taken off my report, and they say I have to talk to the Credit Bureaus. My documentation shows that their process and procedures are misleading to the consumer. I also want to reiterate that my credit history for m mortgage payment has been impeccable over the las 20 years. Do you think I would risk my credit rating or have late payments or penalties after having clearly been responsible for XXXX + years. 
I have documentation of attempting to enroll in the autopay program twice. 
I am requesting to have both late payment occurrences removed from my credit report immediately. I am a US veteran and have served my country and this is very unfair practice by RoundPoint and the credit bureaus. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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