Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: RoundPoint Mortgage Servicing LLC
State: CA

Complaint narrative:
This complaint is not a duplicate. It addresses new and ongoing issues that arose after the resolution of our prior complaint, including inaccurate credit reporting and failure to implement the agreed loss mitigation. As described in our prior complaint, our loan was placed in an approved forbearance from XX/XX/XXXX through XX/XX/XXXX, during which no payments were due. The servicer initially denied a payment deferral based on incomplete information resulting from the servicers error, which they later acknowledged. This error delayed a timely resolution. The servicer subsequently issued a XXXX XXXX XXXX, which we accepted on XX/XX/XXXX by making the required payment. Despite this resolution, the servicer failed to properly implement the agreement and continues to treat the account as delinquent. First, the servicer has reported severe delinquency based on an incorrect payment timeline. Payments we made were applied to XXXX, XXXX, and XXXX XXXX that were covered by the approved forbearance and had no payment due. By applying payments to those months as if they were missed, the servicer treated protected forbearance periods as delinquent and created an artificial past due balance, including reporting delinquencies exceeding 150 days. This also shifted the deferral period forward to XX/XX/XXXX through XX/XX/XXXX, which does not align with the approved forbearance period of XX/XX/XXXX through XX/XX/XXXX. In effect, the servicer disregarded the forbearance terms and created an inaccurate delinquency timeline. This has caused significant financial harm, including a substantial drop in our credit scores and reduced access to credit. The lower credit standing has increased the impact of normal account activity, including negatively affecting existing balances such as retail credit accounts, resulting in additional financial consequences beyond the mortgage account itself. Notably, the servicer acknowledged issues significant enough to suppress credit reporting for XXXX and XX/XX/XXXX, yet continued to report the account as delinquent in XX/XX/XXXX based on the same underlying inaccuracies. We have submitted repeated written requests identifying these errors and requesting correction, which the servicer has not responded to. Second, despite the executed deferral agreement and our timely payment on XX/XX/XXXX, the servicer has continued collection activity, including repeated calls, as if the account remains delinquent. This is inconsistent with an active loss mitigation resolution and reflects an inaccurate account status. Third, the servicer has failed to provide accurate and consistent account information. No updated billing statement has been issued reflecting the deferral. While the online account displays individual payment applications, it does so in a fragmented manner that prevents a clear and complete understanding of how payments have been applied across the account. The information presented reflects payments being applied to forbearance months as delinquent, yet the system does not provide a coherent or reliable account history. In addition, all prior loss mitigation documents and related records have been removed from the online account, and the document section has remained blank since XXXX XXXX with no new documents uploaded. The servicer has also issued conflicting communications, including correspondence referring to a completed loan modification despite the executed agreement being a payment deferral. In summary, even after issuing the correct resolution, the servicer failed to implement it properly. The account continues to be treated and reported as delinquent based on incorrect payment application and inconsistent records, resulting in ongoing credit and financial harm.

Company response to consumer: Closed with explanation