Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: RoundPoint Mortgage Servicing LLC
State: MN

Complaint narrative:
I attempted to make a payment on my primary mortgage with RoundPoint Mortgage on the week of XX/XX/XXXX. The payment did not go through and noticed this on XX/XX/XXXX when reviewing financials and rushed to make a payment once I found out the payment didn't actually go through. At that time I did not receive notice of a late charge added to my account. 

On the week XX/XX/XXXX, I attempted to make the payment for XXXX. This time, I noticed the payment didn't go through again sooner and on Thursday XX/XX/XXXX, made the full mortgage payment. 

When I logged in to make the payment, I noticed that RoundPoint had charged me {$100.00} for both " late '' payments. I was not notified of these late charges, but noticed them when I logged in. 

Because of this, I called RoundPoint at XXXX on XX/XX/XXXX to tell them the situations that happened that caused my late payments. XXXX has been my mortgage servicer since 2022 and for almost 3 years have never had a late payment. 

I told them initially that timing of finances caused me to be late and it wouldn't happen because I'm caught up and didn't mention the failed attempts of making the payments because they are hard to prove. 

The rep that I spoke with did not accept that as a valid reason for missing a payment and I asked to escalate it to a manager. They said it would take 2 business days to get back to me. I was upset by this and decided to try a different rep. 

I called back again at XXXX on XX/XX/XXXX, got a different agent, and said that yes finances timing played a part in it, but that I tried to make a payment before the XXXX but there was an issue with their dashboard or something that didn't allow the payment to go through. This was not acceptable to this agent as well so I told the agent I would like to escalate to a supervisor. 

The supervisor called me at XXXX on XX/XX/XXXX and I told him that I had been trying to make the payments online but the payment wouldn't go through for some reason and he confirmed that my payment on XX/XX/XXXX did go through, however, he was unable to waive the late fee because it has to be at the fault of RoundPoint. 

I explained that it was the fault of RoundPoint because I completed my payment online and for some reason the payments didn't go through. He kept telling me to prove it and I asked him what he needed from me to prove it and he said " just what you have ''. I wasn't sure what this meant and I was confused as to how I could prove that there was an issue when I tried to pay. 

I asked to see the signed agreements and the logs that they are seeing and he was not able to provide this information, however, I'm not sure he could hear me because he kept cutting me off in the discussion. 

I have not paid the late fees and am worried that this will impact my credit/finance record as well as any other future dealings with RoundPoint that I might have in the future. Please help. 

Thank you

Company response to consumer: Closed with explanation