Consumer complaint received 2023-09-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: RoundPoint Mortgage Servicing LLC
State: SC

Complaint narrative:
Roundpoint Mortgage purchased my loan while it was in a delinquent status. I was unable to make payments while the transfer process proceeded, resulting in me falling further behind in my mortgage. I finally contacted them and began a loan modification process. I made my payments as requested throughout the trial period and after while I was waiting for my modification papers to arrive. 

My modification papers arrived, requiring I have them notarized. Since I work XXXX  during business hours, I was having trouble getting them notarized. I contacted Roundpoint and made a payment that was to be debited XX/XX/2023 from my account. At the time, I did mention that I was working on getting the papers notarized. 

On XX/XX/2023 I called Roundpoint to make another payment, and was told they were not able to take the payment because my loan modification was rejected because it was not received in a timely manner. They were only able to accept all of the amounts in arrears. 

I received a Notice of Default and Intent to Accelerate dated XX/XX/2023. 

Throughout this process, I have been frustrated by the lack of information and inability of Roundpoint Mortgage to give me exact amounts owed. The website shows I owe roughly $ XXXX, but they cite $ XXXX in the mortgage modification. They have credited payments in excess of payments I actually made, and the last time I checked my account online, they have reversed those payments without crediting accurate payments. 

Today, XX/XX/2023, I received a completed loan modification packet. According to the loan modification dated XX/XX/2023, I should be considered current, but there is no mention of the payment they refused to take on the XX/XX/XXXX. 

My online account still reflects that my loan is in default, and states that my loan balance is approximately $ XXXX. 

By refusing to take my payment on XX/XX/XXXX, I was not allowed to continue making payments. I understood at that time I was no longer in compliance with the loan modification agreement, and I was not surprised when I received the letter stating their intent to foreclose. Now that they have sent the papers back executing the loan modification, I am more confused than ever. 

I have decided the only way to protect my home is to declare XXXX  XXXX bankruptcy because I don't trust Roundpoint at all. It should not be this difficult to understand my account. I should be able to see an accurate accounting of the amounts owed, the payments made, as well as understanding whether I am current or in default. I do not want to lose my home, and it feels as if Roundpoint is being purposefully confusing and vague. 

I would like this lender to be examined, and if they are placing obstacles in the way of customers paying their debts and keeping their homes, please require them to act fairly and responsibly.

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