Consumer complaint received 2026-01-25 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: CA

Complaint narrative:
Mortgage Servicing / Loss Mitigation Complaint We are submitting this complaint regarding our mortgage servicers handling of loss mitigation, failure to comply with RESPA and failure to disclose material loan modification terms. 

Background We were granted two prior forbearances in XXXX due to unemployment hardship. In XX/XX/XXXX, our hardship was resolved. One borrower is now employed and co-borrower is now receiving XXXX income. We notified our servicer in writing that we are able to resume normal monthly payments. We requested a payment deferral solely to address the temporary arrearage and escrow shortage without extending the loan term. 

Failure to Disclose Material Loan Modification Terms On XX/XX/XXXX, the servicer issued an approved trial loan modification. The letter listed only three reduced trial payments and stated that no lump sum was due. However, no permanent loan modification terms or final payment obligations were disclosed. The remainder of the page was blank. Missing terms included, but were not limited to : New maturity date Total loan term Amortization schedule Confirmation of interest rate Final monthly payment Total principal and interest over the life of the loan When we contacted customer service the same day, a representative stated verbally that the modification would extend the loan term by an additional XXXX ( XXXX ) years. This material term was never disclosed in writing. 

We were also advised that making a payment would constitute acceptance of the proposed loan modification. Because the material terms were not disclosed, we could not safely make a payment without risking acceptance of undisclosed terms and an irreversible change to the loans maturity and repayment structure. 

Inaccurate Hardship Determination The evaluation summary stated that we were ineligible for payment deferral because the borrowers hardship was unresolved or hardship data is missing. This determination is incorrect. Our written application clearly stated that the hardship was resolved, included updated income documentation and no request was ever made for additional information before issuing this decision. 

RESPA Qualified Written Request No Acknowledgment On XX/XX/XXXX, we emailed a written Request for Information that qualifies as a RESPA Qualified Written Request seeking : Explanation for denial of deferral Servicing guideline citations relied upon Documentation reviewed in making the hardship determination Clarification of evaluated loss mitigation options This request was delivered in hard copy via USPS certified mail on XX/XX/XXXX. The servicer has not provided written acknowledgment within five business days as required by RESPA and Regulation X nor any substantive response to date. 

Ongoing Harm We are ready and willing to resume normal monthly payments. However, the servicers failure to disclose material terms and failure to acknowledge our RESPA request has placed us in a position where making a payment could constitute acceptance of undisclosed loan terms. 

Note : We have submitted a Notice of Error to the servicer pursuant to RESPA and Regulation X regarding these same servicing errors. Emailed XX/XX/XXXX and will be sent out via certified mail on XX/XX/XXXX.

Company response to consumer: Closed with explanation