Consumer complaint received 2025-03-28 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: AZ

Complaint narrative:
Complaint Regarding RoundPoint Mortgage I am submitting this formal complaint regarding RoundPoint Mortgage and their unacceptable handling of my mortgage account. 

To begin, I want to make it explicitly clear : I have never defaulted on my mortgage loan. I have never missed a payment. I have never been delinquent. Since the loan originated in XX/XX/XXXX, I have made every mortgage payment consistently on a monthly basis. Depending on the year and escrow changes, these payments have ranged between {$3000.00} and {$4000.00} per month. 

In addition to this loan, I also carry a second mortgage with a different lender for the home I currently reside in. Despite this financial responsibility, I have continued to make timely monthly payments to RoundPoint Mortgage without fail. 

As a small business owner, my income is not always predictable. I am dependent on when my vendors and contractors pay me, which means I do not always receive income on a fixed date each month. For this reason, I am not always able to make my mortgage payment on the XXXX of the month. However, I always make the full payment every single month, whether its on the XXXX or the XXXX. I also pay every late fee that RoundPoinXXXX applies when my payment is made after the XXXX of the month. 

In contrast, my other mortgage company acknowledged this reality and worked with me to move my due date to the XXXX of each month. They also extended a grace period through the end of the month and eliminated late fees, demonstrating both flexibility and understanding of my circumstances. 

RoundPoint, however, has done the opposite. 

In XXXX, I lost a very large business contract, which significantly impacted my cash flow. On XX/XX/XXXX, I called RoundPoint to ask what options were available to help me stay on track with my mortgage under these difficult circumstances. I asked if I could have one month of reprievea pause or forbearanceto catch my breath financially. Their response was entirely unhelpful. I was told the only option was to enroll in a vague plan that required me to make a payment immediately and warned that my balance would still continue to accumulate during that time. 

Despite their lack of support, I complied and made a {$2500.00} payment that day, which resulted in a waiver of a {$150.00} late fee. Following that, between XXXX and XX/XX/XXXX, I paid over {$19000.00} to RoundPoinXXXX. I even had to take out personal loans to cover these payments to ensure I remained current on my mortgage. 

To give a clear example : in XX/XX/XXXX alone, I made the following payments : XX/XX/XXXX : {$4200.00} XX/XX/XXXX : {$890.00} XX/XX/XXXX : {$3800.00} XX/XX/XXXX : {$3900.00} Total : {$12000.00} Despite all of this, RoundPoint still attempted to claim my account was defaulting. All of this aggressive follow-up and credit damageover a {$150.00} waiver. 

Even while I was making extraordinary efforts to stay afloat and meet my obligationsincluding paying well above my monthly minimumthey treated me as if I were a risk, a delinquent, and someone who didnt care about my responsibilities. The reality is the opposite. 

Meanwhile, I receive daily phone callssometimes twice a dayasking about my payments. These calls have become harassing in nature. I have repeatedly asked for the calls to stop. I am not delinquent. I am not defaulting. Yet, the harassment continues. In addition, I receive threatening emails stating that if I do not make a payment, I will be reported to the credit bureaueven though my payments are always made, and all required late fees are paid as well. 

Despite reassurances I received from RoundPoint that I would not be reported to the credit bureau, I was reported anyway. This has resulted in a significant drop in my credit score, which now directly impacts my ability to conduct business, to get paid, and therefore, to pay RoundPoint. This is a vicious and unnecessary cycle that RoundPoint has created. 

I find it completely unacceptable and inappropriate that I have followed through on every payment, paid every late fee without protest, and yet I am being treated as if I have not fulfilled my financial obligations. The harassment, threats, and now credit damage, despite full compliance on my part, is disgraceful. 

I am currently paying an additional {$150.00} per month in late fees without complaint, fully accepting that my payments are made outside the traditional XXXX window. I have never once asked to have this fee removed. But now, I am effectively paying to be harassed and paying to be penalizedand that is where I draw the line. 

I request an immediate resolution to this matter. 
Specifically : -That the daily and harassing communications cease ; -That my credit report be corrected immediately ; -And that RoundPoint Mortgage reevaluate my payment structure and provide the same reasonable flexibility and respect I receive from my other mortgage lender.

Company response to consumer: Closed with explanation