Consumer complaint received 2024-03-08 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: IL

Complaint narrative:
XX/XX/XXXX, I received an envelope from RoundPoint Mortgage with both my 1098 and a Statement of Mortgage Account Activity for Calendar Year XXXX. The XXXX amount on my 1098 was incorrect, but it appeared correctly on the Statement of Mortgage Activity. I tried to contact the company numerous times by phone, but the system only has a few automated options, I was not able to get an agent. I tried to look on my online access to contact the company but had couldnt find a way to contact them through their site. On XX/XX/XXXX, I looked elsewhere online, found another way to message RoundPoint, and sent them a detailed message with my mortgage number and requested a corrected 1098. I received an automated reply to this message on XX/XX/XXXX, stating I would receive a response to my request. I did not get a response. On XX/XX/XXXX, I called several times and found a way through the automated system to get an agent, by selecting documents and then pressing the # sign several times. I waited on the phone, number 60 in line, to speak with an agent. The man, who gave me his initials XXXX, put me on hold several times, told me he figured out the problem and stated that my corrected 1098 would be both available online and mailed to me on XX/XX/XXXX. I waited and received nothing. On XX/XX/XXXX, I went through the phone system again and entered the # signs to speak with an agent. This time, I was number 116. First, I spoke with XXXX. She put me on hold several times, spoke with her manager, and then told me it would be completed by XX/XX/XXXX. I told her that the time was unacceptable since I had already been promised it by XX/XX/XXXX and that I needed it very soon to file my taxes. She put me on hold again and had her manager XXXX come online. He told me that when I called on XX/XX/XXXX, the case had not been escalated. He stated that he could escalate it, but that he could not tell me when it would be processed. While expressing my frustration with XXXX, the line kept going in and out. He said he wasn't hearing me. I had to call back through the system again and wait for another agent. The person I then spoke with affirmed that the case had been escalated. As of this morning, I had not received a response. Today, I called RoundPoint again and was # 68 in line. The agent XXXX informed me that they had reviewed the case and determined that the amount on the 1098 ( {$9700.00} ) was correct. I asked her why they never reached out to me. I told her the amount is wrong and that it doesnt include the payment I made XX/XX/XXXX. I asked her to look at the 1098 and Statement of Mortgage Account Activity for Calendar Year XXXX. The 1098 is wrong and Statement of Mortgage Account Activity is correct. I also asked her to look at my Billing Statements dated XX/XX/XXXX ( with {$9700.00} interest as of XX/XX/XXXX payment ) and dated XX/XX/XXXX ( additional interest of {$780.00} with payment made XX/XX/XXXX ) to confirm this. She said she has no access to my statements.??? I told her that : {$9700.00} plus {$780.00} ( interest from payment XX/XX/XXXX on Mortgage Billing Statement XX/XX/XXXX ) = {$10000.00} ( Amount that should be on my 1098 and is correctly reflected on The Account Activity for Calendar Year XXXX that RoundPoint sent me. 
XXXX said that they already looked at this and if I want this escalated again, I need to send documents to XXXX ( Her speech was unclear. ). I told her they already have access to these documents and all they need to do is add the interest from my XXXX payment. I added that I have already spent 8 hours trying to get my 1098 corrected with them, that my accountant is waiting for this XXXX, and I need to file my tax return asap ( XXXX XXXX XXXX return ) by XX/XX/XXXX, in 7 days. I do not have time to wait. She told me that is the only way and that she cant tell me how long it will take. I told her I am going to be contacting the CFPB. 

Please note : When reviewing the incorrect interest on my 1098, I discovered that the Outstanding principal in Box 2 is also incorrect. It should be {$200000.00}. The amount they have listed is the Beginning Principal balance XX/XX/XXXX. See Mortgage Account Activity or Billing Statement dated XX/XX/XXXX.

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