Consumer complaint received 2024-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: RoundPoint Mortgage Servicing LLC
State: OR

Complaint narrative:
On XX/XX/XXXX, I received a call from my mortgage lender RoundPoint Mortgage Servicing Corporation saying they had not received my XXXX payment and I now owed them a {$53.00} late fee. I checked my online bank information, and indeed the payment had not gone through due to an error in the payment date. I immediately made the payment and paid the late fee directly on RoundPoint 's website. Then, I emailed RoundPoint customer service through their website to ask why I had not been notified by email as stated in my account preferences about the missing payment prior to a late fee being charged. On XX/XX/XXXX, a RoundPoint customer service agent called me and said they would waive the fee as a one time courtesy, sending the {$53.00} back to me as a check. I received this check on XX/XX/XXXX, and considered the matter closed. 

Then on XX/XX/XXXX, I received a collection letter in the mail from RoundPoint dated XX/XX/XXXX stating that I owed them {$53.00}. I immediately emailed RoundPoint customer service through their website asking what the issue was given my prior conversations with them and seeing no amount due on my online account. I also sent a letter through the mail to them and to the State of Oregon Department of Customer and Business Services, as I was advised to do in their collection notice if I wanted to make any sort of dispute. 

On XX/XX/XXXX, I spoke to a customer service person from RoundPoint who called me after receiving the mailed response to that letter. She assured me that my account was all fine and their letter must have been sent before the matter was cleared up by phone. ( Those two things happened over 10 days apart - my payment on XX/XX/XXXX and their letter being sent on XX/XX/XXXX. ) In this phone call, I asked repeatedly to have a written confirmation sent to me that this matter was completely taken care of since I had received a collection letter. She kept assuring me there was no issue with the account that she could see on her screen, and I asked again for a written confirmation. She then told me that this request would be sent to a different department, and they would handle it. To date, I have not received this confirmation either by email or mail. 

To compound the issue, I had a second go round with them today about my XXXX mortgage payment. Apparently it was XXXX  cents short, and so it was recorded as both missing and late. And despite my repeated requests in person and through my state preferences on my online account to be contacted via email for ANY account issues, I received nothing from them. ( Nothing via regular mail yet either. ) I only learned of the problem when I logged into my account today to check on things before making my XXXX payment. When I called them, I had to sit through an automated confirmation of my contact information including email address, and then go through that again in person with the customer service agent before discussing the reason I called. When I pointed out to her that I had not been contacted by the same email address she just verified about the XXXX cent error, she could not explain why. 

At this point, it seems obvious that RoundPoint does not contact their customers in any manner until after the time has passed to make a payment without incurring a late fee. This is a predatory practice and should be looked into by the appropriate regulatory agencies.

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