RoundPoint Mortgage Servicing Corporation

2018-04-19

Wann, OK

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Investigation took more than 30 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-19

Durham, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Roundpoint Mortgage has made several mistakes over the course of XX/XX/XXXX and XX/XX/XXXX. I wont go into details since this is my third complaint but to recap they have failed to calculate our property taxes properly ( 50 % off - according to them they had the wrong parcel number??? ), they lowered our monthly mortgage and sent us a refund check of {$2600.00}, and despite our concerns said it was correct and that there would be enough to pay taxes, PMI and Hazard insurance. We in the process asked for a new analysis which took 4 months to get and early in the process realized that they had never paid PMI. WE notified them of that error and were not aware they had not been paying. PMI is their requirement in order to protect THEM since we didnt put 20 % down. They failed to pay this and for about 18 months used the {$100.00} a month we put toward PMI to go toward property taxes. In summary This all resulted in a {$4000.00} shortage in escrow ... .an increase of {$500.00} payment a month. Since we were assured the refund check of {$2600.00} was correct, we have used towards other financial obligations. So now, where are we supposed to find an additional {$500.00} a month for mortgage? A variance of {$100.00} or so is normal and to be expected but this is unheard of and all because of mistakes after mistakes they made and a lack of communication. In XX/XX/XXXX, 2 months after our first complaint we finally got a letter from them, finding excuses about all the mistakes they made and letting us know that they used over {$2000.00} of our money in the escrow account that we had put toward XX/XX/XXXX property taxes. There was no communication or discussion around it. Just we took your money, increased your payment and now you have a shortage. Of {$4000.00}. The claim that they have tried to reinstate PMI many times in XX/XX/XXXX and in XX/XX/XXXX - yet we have never even heard that there an issue with PMI and that it hadn't be paid until we realized it in early XX/XX/XXXX. We have asked several time for proof of this attempt to reinstate it in XX/XX/XXXX after they realized they hadn't paid it and that it got cancelled..apparently they didnt have proof of employment from us?? again..we never got contacted on that matter and asked proof ... .. we also asked proof regarding that approximately {$2000.00} payment they made from our escrow account to reinstate PMI in XX/XX/XXXX ... cause yes now they had to pay 18 months of monthly premium in order to reinstate ... again where is the proof that this is what you did with our money??? NONE ... .and we have asked. We called the PMI provider and they couldnt provide information since RoundPoint is there customer but did agree we are totally in the right to request proof of payment and proof of all these attempted reinstatement in XX/XX/XXXX. Roundpoint is such a fraud and there is no one that can communicate with you. We finally got answers after we filed a complaint here. Then we got an email and phone number of a consumer advocate - we got a few emails and I was hopeful- then, our payment mortage got updated on the website, still no answers on all the proof we are requiring, and the person no longer answers emails nor the phone ... ..?? goes straight to voicemail.How is this company legit - i see I am far from being the only person complaining about similar issues with them!! In their formal responses, the only thing roundpoint agreed to do is to spread the shortage over 36 months ... which still leaves in with an increase of {$300.00} a month!! and no proof of where our money went!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-19

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage payment was changed due to what they believed to be an escrow issue. I pay my property taxes out of pocket each year. Roundpoint mortgage raised my mortgage payment to cover this " escrow issue. '' I called them as soon as I got may statement and spoke to them. They did not know what was going on and told me not to pay my mortgage until it was resolved and they would call me back. 90 days ( approx ) later I called back since I had not heard anything. They still did not know what was going on, I paid my mortgage ( the higher amount ). I continued to pay the higher amount after continuously calling in to see what was going on. In the meantime, they reported a delinquency to the credit agencies which ultimately lowered my credit score and cost me a deal on a rental property I was bidding on and a potential higher rate on an auto loan at the end of the month after my lease is up. This is after they told me they did not report it to the agency that they just sent me a letter. These calls are all recorded from my understanding. I have never had anything like this happen to me. My credit prior to this was XXXX-XXXX and it lowered my score to XXXX-XXXX. I have never been delinquent on my mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Conway, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Hutto, TX

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: XXXX XXXX and XXXX XXXX and RoundPoint Mortgage Servicing Corporation wants to collect {$21000.00} and foreclose my home with new VA Loan Servicer Roundpoint Mortgage of XXXX, Texas. Also, wants me to make VA Loan payments of {$1800.00} on a VA Loan and home purchase that is fraudalent, Scams and Corruptions. Respectfully I will not make VA Loan Mortgage that is in Federal and State Fraud and corruptions. There is a major issues on VA Loan and purchase of XX/XX/XXXX with a major fraudalent, Scams and Corruptions with XXXX XXXX of Texas and XXXX XXXX XXXX of Texas. XXXX and XXXX XXXX inflanted the appraised value of the home and sold me my new construction home for {$240000.00} a home that was bigger than mine sold for {$160000.00} on XX/XX/XXXX and no homes was sold in XXXX , Texas for {$240000.00} before XX/XX/XXXX. My XXXX in Texas prepared me a letter on my behalf in regards of fraudalent, scams and corruptions of XXXX XXXX, XXXX XXXX, XXXX XXXX of Texas and XXXX XXXX of Texas. I can not and unable to pay no VA Mortgage over {$900.00} with property taxes of {$400.00} and Homeowners Insurance of around {$300.00} a month and property taxes in Texas is escalating. I am divorced, retired, XXXX and I live alone in my home. I only receive {$3700.00} California XXXX XXXX XXXX XXXX Pension Income with No Social Security Benefits.I am XXXX years old.and XXXX I have been XXXX since XX/XX/XXXX till Present.and have a XXXX XXXX. I am in California having Medical XXXX Treatments with my Primary XXXX XXXX XXXX XXXX since XX/XX/XXXX till Present. I have XXXX.on my XXXX XXXX XXXX XXXX XXXX .since my XXXX in XX/XX/XXXX. Also, My new XXXX XXXX XXXX has a major plumbing leaks on the inside of the walls of the master bedroom closet.and damages is about a estimated of {$41000.00}. I filed a Texas XXXX XXXX claim on XX/XX/XXXX and insurance company and XXXX XXXX hasn't approve my legitimate claim. XXXX Attorney XXXX XXXX of XXXX XXXX, California is assisting me as a Military Veteran and only on XXXX XXXX claim. Telephone XXXX email XXXX address XXXX XXXX XXXX XXXX XXXX XXXX, Ca.XXXX I am unable to reside in my home because of molds on the walls and damages to my furnitures, bed as water settled to through my interior home. I made contact with XXXX XXXX XXXX by emails, because my home has a ten year warranty and XXXX rep stated that the two or three years Warranty has terminated.According to XXXX reps statement they stated that my home was built in XX/XX/XXXX and completed by XX/XX/XXXX or XX/XX/XXXX. I close escrow on XX/XX/XXXX. Notice : If VA Lender investors wants me to release my home to them, I like for them to provide me with the equity funds from my house as a fair settlement on Discrimination and Retaliation against me as a XXXX Military Veteran. I don't know the value of my home and my request is with respect to accommondate me on my XXXX XXXX relocation and shelter Cost out of Texas. If VA lenders will not modify my VA Loan and make my payments very affordable to {$900.00} including with property tax and homeowners insurance and also pay my VA Mortgage from XX/XX/XXXX till XX/XX/XXXX. Than is permissible that we have a fair resolutions and agreement what's noted on my Federal Government complaint. Notice : I will not fill no more VA Loan modification applications as i have done five VA Loan modifications with XXXX XXXX and XXXX XXXX, VA Lender can provide all my information to transfer VA Lender servicer in XXXX, Texas. If VA Loan will not be modified than I am respectfully requesting a fair resolutions to VA Loan frauds, scams and corruptions and Discrimination and Retaliation against me as a XXXX US Military Veteran and XXXX XXXX XXXX. I am going through a XXXX Medical issues and on Prescribed Medications. This is a very Urgent Matters.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Chesapeake, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-17

Moreno Valley, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-14

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The mortgage company ( Roundpoint Mortgageg ) misread the Flood Insurance coverage dates for my condo and incorrectly determined I did not not have coverage. They subsequently purchased coverage for my condo and the entire association and increased my monthly payment by {$1000.00}. The coverage is in place via the Condo Association. I have sent the mortgage company the the Flood Insurance policy the condo association has with proof of coverage. They have acknowledged receipt of the XX/XX/XXXX page. I have called numerous times and explained the situation the insurance coverage purchased by the mortgage company be removed and my monthly payment be corrected. I have been told that they will correct the issue and it is still not fixed. Dates below : XX/XX/XXXX - I first called to ask why my payment increased. They stated I did not have flood insurance. I told them this was purchased via condo assoc, They told me to send copy of policy. XX/XX/XXXX - Insurance Company sent me a confirmation that a copy of the policy had been sent to mortgage company via mail. XX/XX/XXXX - I emailed a copy of insurance policy to mortgage company. I also called mortgage company and they said I also needed to submit escrow waiver request. So I also emailed escrow waiver request on XX/XX/XXXX. XX/XX/XXXX - I received an email confirmation from Mortgage company that they had received the copy of the insurance policy. XX/XX/XXXX - I called the customer service number and the rep said the account should be updated within 7 days. It was not.XX/XX/XXXX - I called the customer service number and the rep again said the account would be updated in 7 days. It is still not fixed. It has been over 45 days since I first contacted them and nothing has been resolved. This was their error to begin with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-14

Hickory Hill, TN

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: RoundPoint still did not address my issue as to why I could not log into my account on XX/XX/XXXX to pay the {$5000.00} that I had toward my mortgage payment not could I pay it over the phone. The representative on Saturday XX/XX/XXXX told me that he could see where I was trying to pay it and was not allowed to do so. My mortgage would not be in foreclosure could I have logged into my account on XX/XX/XXXX. I need an explanation. I tried prior to midnight several times over the phone and on the internet, check the records because I have my phone records as well as proof that I tried on the internet therefore, WHY WAS I NOT ABLE TO PAY IT USING THESE 2 AVENUES. Check your records, I have been paying via internet the last several payments that were made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Babylon, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-11

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Roundpoint Mortgage will not remove PMI even though my LTV is below 78 %
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-11

Bellaire, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Round Point Morgage company services my loan. I have been affected by Hurricane Harvey by means of flood water. This is my second flood in two years, so i kind of knew what to expect with Roundpoint. When dealing with an insurance claim you must deal with their loss mitigation department. This department handles all insurance claims for the company. To actually speak to one of those agents is almost impossible. I have called more than 30 times and waited on the phone on average of 1 hr before actually speaking to one of these agents. While waiting agents will come on the phone and tell you they in fact work for the department, only to find out after 30 mins not being in that department and cant really help you. They do not have a clear set of rules when dealing with contractor payments and documents needed.They also offered me a plan to " help '' to only pay xxx amount for 3 months then role the balance at the end after a trail payment period of three months. I have since made in full my mortgage payment for a consecutive 5 months only to learn this does not match the trial period guidelines and there may be a problem. This company is very shading and trusting them to do the right thing isn't advised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

Okc, OK

Trouble during payment process

Mortgage: VA mortgage

Complaint: XX/XX/XXXX : Veterans Affairs accidentally dropped me from their system and I didn't get paid. I am XXXX XXXX XXXX Veteran and Unemployable. I notified Roundpoint Mortgage Servicing about what happened. XX/XX/XXXX : Working with OK XXXX XXXX 's office to resolve my VA XXXX pay issue ; Roundpoint " started Loss Mitigation '', at least that was what they told me. XX/XX/XXXX : I started receiving my pay and made 2 months payments, which one was rejected and the other was sent back to my account. XX/XX/XXXX : I paid another payment, and then received XXXX payment back into my account. I called and found out that they " could not accept payments because they filed for foreclosure XX/XX/XXXX ''. I asked how and why considering I was suppose to be in Loss Mitigation and I had now made 3 payments. She said all she can say is that they filed for Foreclosure on XX/XX/XXXX. I emailed documents that same day for Loss Mitigation, AGAIN. XX/XX/XXXX : Called to check on the Loss Mitigation and then was informed they could not open anything and a letter had been sitting in their system for nearly 3 weeks to notify me of documents they need, but I had already sent. The next day I sent all documents AGAIN, this time Certified Mail to have proof they received them. XX/XX/XXXX : I AGAING had to Certify Mail documents to Roundpoint. XX/XX/XXXX ( Sunday ) : I was served with a Summons for Foreclosure. In Summary : I have been prevented from making payments to force me into default, denied Loss Mitigation, destroyed my credit, and expected to pay THOUSANDS in penalties, interests, and legally fees, which NONE of them would have occurred if they would have done their job in the first place. Roundpoint is in multiple class actions for allegedly putting force placed insurance on escrow accounts and using that money with one of their service writing companies as their " personal funds ''. All of this among many breaches of contract and other suits. I am currently waiting on a return call from a lawyer to handle this situation. If there are any questions, please don't hesitate to call or email me. I have documents, scanned copies, copies of Certified Mail Receipts, names of people Ive talked to at Roundpoints " Loss Mitigation Team '' which have absolutely no idea what their job is. I can not submit documents over a certain amount, I will have to mail copies to whomever requests them. Thank you for any and all help.
Company Response: Closed with explanation

Timely Response

2018-04-09

Tacoma, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Roundpoint Mortgage is responsible for paying my homeowner 's insurance premium and failed to submit a payment. The billing statement was sent by XXXX XXXX ( my insurance carrier ) on XX/XX/XXXX with a payment date of XX/XX/XXXX. On Monday XX/XX/XXXX payment had not been received and a XXXX XXXX representative called regarding the payment, and was told that a check for payment would be sent via overnight mail. On XX/XX/XXXX I received a letter from Roundpoint stating that because I failed to renew my insurance, they would be purchasing one on my behalf. The XXXX XXXX agent called again on XX/XX/XXXX to ask about payment and was again told that it would be sent via overnight mail. On XX/XX/XXXX, payment was still not received, and the XXXX XXXX agent again called and was told that they do not ever issue or approve overnight checks and there was no record of the previous requests. The 30 day grace period for the homeowner 's insurance expires on XX/XX/XXXX. I initiated a virtual chat with a representative from Roundpoint on XX/XX/XXXX and was told that they had submitted the request for payment, but that they could not provide me with a confirmation number for the request or confirm it via an email notification. The representative told me that the payment should be made by XX/XX/XXXX. When I requested that it be expedited to arrive by the XX/XX/XXXX grace period cut off, I was told that insurance companies offer an extra 30 day grace period to lender-paid premiums, which is inaccurate. When I asked about a lapse in insurance coverage and how that would be handled, I was simply told that they would not allow that to happen and that I should rest assured that it had been handled. Failure to pay the premium on time, and dismiss additional requests via the insurance carrier and loan originator is extremely unprofessional and careless. Refusing to provide any sort of confirmation code or verification of the payment seems illegal.
Company Response: Closed with explanation

Timely Response

2018-04-09

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, I submitted a complaint # XXXX and the company has closed it. The company ( Roundpoint Mortgage ) responded within 2 days of my complaint. They have confirmed via email and phone ( XXXX XXXX ) that the forceplaced insurance amount they stated of {$2500.00} will be refunded and effective XX/XX/XXXX, it will no longer be applied. Two issues remain outstanding. I have followed up with XXXX XXXX ( my assigned contact ) twice, in the last 10 days and have not received a response. ISSUE 1 : Roundpoint states that the forceplaced insurance amount to be refunded is {$2500.00}, however I was actually charged an extra $ XXXX/month for the forceplaced insurance since XX/XX/XXXX. 9 months x {$580.00} = {$5200.00}. I expect to be refunded this amount and Roundpoint has not yet responded to this discrepancy. They continue to neglect my inquiries regarding the discrepancy and only respond to address the {$2500.00} amount. I expect to be refunded for the erroneous amount I was actually debited, not what they state to be the amount. Issue 2 : I have not received a response on the timing of the refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-09

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After receiving a letter from my Insurance Agent ( XXXX XXXX, XXXX, NJ XXXX, Phone : XXXX ) warning me of the imminent cancellation of my flood insurance policy due to NON-PAYMENT BY ROUNDPOINT, I called Roundpoint Mortgage Servicing Corporations customer service on XX/XX/XXXX at XXXX to inquire as to WHY my flood insurance policy had not been renewed and was told by Roundpoint 's customer service representative that it would be renewed right away. Apparently, nothing was done because several days later I received a letter from Roundpoint telling me my flood insurance had lapsed and they were going to bill me {$2300.00} for THEIR flood insurance coverage. They also erroneously stated my home was in " Special Flood Insurance Hazard Area '' which it is not. I have had Flood Insurance through National Flood Insurance Program and FEMA since 2013 - and XXXX XXXX is the issuing Insurance Agent that is payed the premium. So, despite the fact that Roundpoint collected Flood Insurance escrows from me, I was forced to renew and pay for this coverage myself out-of-pocket, ( amount of {$450.00} ) due to Roundpoints failure to renew this coverage in a timely manner. I expect Roundpoint Mortage Servicing Corporation to contact ME to rectify any issues with respect to any escrow imbalances or shortfalls that may have occurred due to their failure to renew my flood insurance policy, and/or issue my a refund of my flood insurance escrows that they are holding.
Company Response: Closed with explanation

Timely Response

2018-04-08

Sebring, FL

Credit monitoring or identity theft protection services

Mortgage: FHA mortgage

Complaint: Due to the storm they called me to see if I had any damages and if I reported to my insurance. I said I do have damages on my roof and that I had to fix it out of pocket because the deductible is to much. They told me I can do this thing referente for three months pay nothing and for those three months they will put the money I owe to the back of the loan. I said ok but I will pay {$200.00} a month. Then after that was over continue paying my regular amount after three months. They took it upon them self to put me to see if I would be available for Mediation after almost 2 months they said I wasnt approved and can I pay the two months I owe and if I dont it will go on my report when they are the ones that put me here. I believed they was helping instead they wasnt. Now my credit is going to go down because of them Lying to me. I want this late payment thing to go away because it was not my fault they told me that it would go in the back of the loan. Everyone I pay they telling me Im paying for another month. If this would of happen I would if still be ok without there help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-06

Moapa, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My existing loan was recently acquired by Roundpoint Mortgage company. In order to make an automated phone payment they charge {$10.00} ( Ten Dollars ), when speaking with a phone representative they charge {$12.00} ( Twelve Dollars ). The only free option is on the computer or my mail. I feel this is an unfair practice and taking advantage of people.
Company Response: Closed with explanation

Timely Response

2018-04-06

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I requested removal of PMI several months ago. I filled out the proper forms, had an appraisal and paid the difference while on the phone with the mortgage company to bring the LTV below the required percentage to remove the PMI. However, they have not removed it and continue to give me all kinds of excuses and processing delays although when I paid down the difference I was told it would take up to 2 days ( that was over 2 months ago ). I'm beyond frustrated and I continue to pay the PMI even though I've met their requirements to have it removed. I've called at least a dozen times. At this point I feel they are purposely not removing it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-06

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX - Received a cancellation notice from my homeowners insurance company stating that my homeowners insurance was not paid and they had cancelled my policy. It was after hours so I had to wait until the next day to address it. XX/XX/XXXX - Called Roundpoint Mortgage ( RPM ), spent about 2 hours on hold, was then told that they never received the notice of payment due because they had changed their mailing address & fax number. I called my homeowners insurance company and they advised me that they had received a letter from roundpoint telling them to remove them as responsible for the escrow because the account was paid in full. ( i now have a copy of this letter available ). I was promised they would send the payment overnight. Insurance company explained to me that home would remain uncovered until they received payment. I went ahead & made the payment because I was told that it would be refunded to me. XX/XX/XXXX - I called insurance company to check and see if the payment had been received from RPM. On/around XX/XX/XXXX, the check was returned to roundpoint by the insurance company because the insurance had already been paid in full to me. I then asked roundpoint to refund the money to me, since they had concrete proof that I had made the payment they should have. they told me it would be taken care of. It's now more than a month later & i'm being told that they can not refund me because I'm not due for escrow reveiw until XXXX and that they think the difference would be less than {$20.00} a month ( which of course makes no sense since the amount owed is {$710.00} just from the insurance ). I also received an automated message telling me that they're in the process of transferring my loan when I tried to call in today about this, so then it seems an escrow review would be done in advance of that anyway. I have copies of multiple chats & dates/times of phone calls ( i don't have all them in front of me but I can get them together if needed )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-06

Gastonia, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, I was notified by my homeowners insurance company, XXXX XXXX, that my mortgage servicer, Roundpoint Mortgage, had not paid my homeowners insurance premium the year from my escrow account, and that my homeowners policy would lapse and cancel on XX/XX/2018 if not paid. I contacted Roundpoint on XX/XX/XXXX, and after attempting to find my account, initiated an immediate wire for the premium amount to XXXX XXXX. On XX/XX/XXXX, I received a letter from Roundpoint Mortgage that my insurance premium had been paid and the payment was confirmed. On XX/XX/XXXX, XXXX XXXX calls again to inform me that they still have not received payment from Roundpoint. Also on XX/XX/XXXX, I contacted Roundpoint to determine where the error was in the payment. After repeated calls over the next 48 hours, Roundpoint has been unable to verify who they sent the wired money to or if it was actually received. They are unable to transfer me to anyone knowledgeable of the escrow process or to the person who performed the wire transfer or has access to the level of information needed to provide confirmation. I am now 24 hours away from having my homeowners insurance lapse and cancel, and Roundpoint has yet to call me back, find resolution, or cooperate with both my and XXXX XXXX 's requests for documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-05

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I was contacted by XXXX XXXX XXXX informing me that my homeowners insurance policy had not been paid. It was due XX/XX/XXXX in the amount of {$780.00}. I immediately contacted RoundPoint Mortgage ( RPM ) and the representative informed me that the check would be sent to XXXX XXXX overnight. Friday XX/XX/XXXX I called XXXX XXXX to verify that the payment had been received and was notified that they had not received a payment. I call back to RPM and was assured that the payment was sent overnight to XXXX XXXX and if they had not received it by Monday XX/XX/XXXX to call back. I called XXXX XXXX XX/XX/XXXX and still had yet to receive a payment. I again called XXXX and was informed that a check had never been sent and it is not their company 's policy to overnight payments. The rep then informed me that they will request it to be sent and she would call me back with the check number. I never received a call back.I have called back each day since then to retrieve the check number and I have been given a different story each time. One rep told me that the money was electronically sent to XXXX XXXX. Another rep told me that they talked to XXXX XXXX and was given an additional 30 day grace period. As of today the payment still ha not been received by XXXX XXXX and my insurance is scheduled to cancel today at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-03

Collingdale, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-31

Memphis, TN

Trouble during payment process

Mortgage: VA mortgage

Complaint: Had another XXXX XXXX and had to have a procedure for {$5000.00} was released from the hospital late on the XX/XX/2018 came home tried to make a payment over the internet and it did not allow me to do so. Tried to call the same evening and it would not allow me to make the payment over the phone either. I called on XX/XX/XXXX and was told that my house had gone into foreclosure today, and was told that if I had made 1 payment last night that I would have been fine. I stated that neither system would allow me to make the payment last night that is why it was not made yesterday. I have had ongoing health issues and they are aware of this. This is a scam to get more money from me or take my home away from me. I spoke with someone named XXXX today and he was just not helpful. He told me that I would have to call back on XX/XX/XXXX for the reinstatement amount. I want their records researched to prove that I tried to make this payment yesterday and XXXX XXXX tells me that he has no idea as to why it would not let me make the payment yesterday. Please see attached screen that I got on XX/XX/2018 when loan was still active.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-30

Austin, TX

Incorrect information on your report

Mortgage: VA mortgage

Complaint: This complaint is against XXXX XXXX XXXX. for 8 different RESPA violations under 12 CFR 1024.36c, 1024.36 ( 2 ), ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) for failure to respond to Qualified Written Request and Notice of Error, as well as the Fair Credit Reporting Act for negligence. In XX/XX/XXXX I noticed that the Mortgage company was not reporting our payments to the credit bureau. I contactedXX/XX/XXXX, C/O XX/XX/XXXX. as they were my Mortgage Loan owner and account servicers during that time. They informed me that we did not file a Reaffirmation Agreement. We had every intention of reaffirming our mortgage payment, as our Attorney sent notice of the bankruptcy along with the reaffirmation agreement to our Mortgage Servicer at the time, XXXX XXXX XXXX. XXXX informed me that notes in my service file stated that Roundpoint mortgage closed our reaffirmation agreement on XX/XX/XXXX, at which time I contacted Roundpoint. XXXX XXXX XXXX was the Mortgage Holder as well as the Mortgage servicer during the time of filing Chapter XXXX bankruptcy. On or around XX/XX/XXXX Round point received a copy of our filing of chapter XXXX bankruptcy and a copy of our reaffirmation agreement. The Loan was transferred to XXXX XXXX XXXX, C/O XXXX as ofXX/XX/XXXX, making Roundpoint still our Mortgage servicer at the time of the ( QWR ) The Reaffirmation agreement was sent to Roudpoint Mortgage by our attorney at the time, who made an authorized Qualified Written Request ( QWR ) on our behalf. Roundpoint failed to acknowledge and respond to our attorney with in the 5 and 30 business day requirement, violating 1024.36c, 1024.36 ( 2 ) ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) Roundpoint ended up closing our reaffirmation agreement without contacting our attorney on XX/XX/XXXX. Since Roundpoint failed to properly respond to our QWR and closed the reaffirmation agreement without any notice to our attorney they are negligent and in violation of 1024.36c, 1024.36 ( 2 ) ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) made us unable to reaffirm the loan. Based on Roundpoints negligence we are not receiving credit for making our monthly mortgage payments to the credit bureaus. This negligence is a violation of the Fair Credit Reporting Act, as it was our intent to reaffirm the loan. I have made several Qualified Written Requests in accordance with 12 CFR 1024.36a to XXXX XXXX XXXX. requesting notes from our service file about the handling of our reaffirmation agreement.XX/XX/XXXX Attorney XXXX XXXX sent copies of out Chapter XXXX bankruptcy along with our Reaffirmation agreement. Roundpoint failed to respond within the 5 and 30 business days requirement, violating 1024.36c, 1024.36 ( 2 ) ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) This Violation constitutes Negligence as we were unable to reaffirm our mortgage. This negligence is a violation of the Fair Credit Reporting Act, as it was our intention to reaffirm the loan to ensure that we got proper reporting and credit for making on time mortgage payment, which are needed in order for us to rebuild out credit score. XX/XX/XXXX Emailed QWR and notice of error to Roundpoint, Email confirmation received on same day. Receive response to ( QWR ) dated XX/XX/XXXX on XX/XX/XXXXviolating the 5 and 30 business days requirement, under 1024.36c, 1024.36 ( 2 ) ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) XX/XX/XXXX Qualified Written Request sent certified return receipt. Receive response to QWR dated XX/XX/XXXX onXX/XX/XXXXviolating the 5 business days requirement, under 1024.36c, and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B )XX/XX/XXXX received package from Roundpoint in response to our previous QWR which did not contain the notes from our service file. Failing to comply with our QWR as we specifically requested any and all notes, including agent comments. Violating 1024.36 ( 2 ) ( b ) and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) as they failed to provide the information we requested.XX/XX/XXXX Qualified Written Request sent certified return receipt. Failed to acknowledge QWR within 5 business days, violating the 5 business days requirement, under 1024.36c, and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) XX/XX/XXXXNotice of Error sent certified return receipt. Failed to acknowledge QWR within 5 business days, violating the 5 business days requirement, under 1024.36c, and or 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) This is a total of 8 different RESPA violations, as well as the Fair Credit Reporting Act, due to negligence in handling our reaffirmation agreement. Under 12 U.S.C. 2605 [ f ] [ 1 ], 2605 [ f ] [ 3 ]. Since the servicer failed to take one of the required actions within the time limit, under RESPA, as borrowers, we may recover : any actual damages suffered by the borrower, if there is a pattern or practice of servicer noncompliance, additional damages not to exceed {$2000.00}, and attorneys fees and costs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response