RoundPoint Mortgage Servicing Corporation

2018-07-26

Houston, TX

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

2018-07-25

Hutto, TX

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened or suggested your credit would be damaged
Complaint: On XXXX XXXX a investor representative from XXXX, Texas contacted me on my cell XXXX to alert me that my home was going to be place on a foreclosure for sale in XXXX County for {$260000.00} on XXXX XXXX. XXXX County Court Judge could be approving the foreclosure sale of my home, as Texas Laws are more in favor with major mortgage lenders and investors. Round Point wanted me to more do VA Loan modifications and I just decline their offer, because of the sale of my home was unlawfully inflanted to get a high value in XXXX. New VA Lender will not reduce the price of my home to {$160.00} or $ XXXX in which on XX/XX/XXXX, this was suppose to be the price of the home and not {$240000.00}. My VA Loan is in fraud, scandal and corruptions and VA will not do nothing about it. Now, New VA Lender Round Point Mortgage wants to put me in collection and ruin my credit and place on collections. I am XXXX XXXX and Retired and on Medical Care treament with XXXX XXXX XXXX in XXXX, California, since XX/XX/XXXX till XX/XX/XXXX. My home is not vacated as all my furnitures and personal property is in my house. Round Point is putting me out in the street with my XXXX status. 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

2018-07-25

Sierra Madre, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I started by working with XXXX XXXX formerly known as XXXX in XX/XX/XXXX. During this time, I was in review and it was then transferred to Roundpoint on XX/XX/XXXX. During the time it was transferred it took Roundpoint over 2 months to acknowledge documents transferred from XXXX XXXX. Every time i would call they would inform me that they were still pending documents from XXXX XXXX to proceed with any loan modifications. Finally on XX/XX/XXXX I called Roundpoint and asked if I can send in my own updated documents instead of waiting on XXXX XXXX because i was just falling further and further delinquent. On XX/XX/XXXX I submitted a complete package and it was acknowledged by XXXX on XX/XX/XXXX. I was then assigned to XXXX XXXX and was provided with an email and phone number where i can call her directly for the status of a loan modification. I would call and email XXXX on several different occasions with no response. Different Representatives would advise me that they would escalate the file and get in contact with her Manager. This was more time i had to wait and I was only falling further behind. I finally received a reponse from XXXX to let me know on XX/XX/XXXX that my file was declined due to insufficient income. At the time of submission i was solely depending on my income and the rental income since the diagnosis of my Husbands illness however he was going back to work. I advised her that he would be going back to work and she encouraged that i file under a Change in Circumstance, i did that on XX/XX/XXXX and my file went back into review. Again on XX/XX/XXXX I was denied again for the same reason, however when i called into Roundpoint on XX/XX/XXXX we were informed that the income was miscalculated and in fact my Husbands ' income was not included. We then resubmitted with all updated forms showing my Husbands income once again. The file went back into review for several months, but then on XX/XX/XXXX i received yet again another denial letter. I called in again to confirm the reason for denial and they advised that this time it was because i had been offered a trial plan in XX/XX/XXXX that i did not accept. This was a surprise to me since throughout this process nothing had ever been offered to me. I asked them to provide a copy of this trial plan and no one was able to produce it. Instead Roundpoint advised that they would escalate the file since they did not see any trial plan ever being offered. On XX/XX/XXXX, they advised to resubmit and to provide a letter detailing the wrong denial reason. My file then went back into review. Roundpoint then decided to refer my loan to foreclosure during my review process on XX/XX/XXXX, when i called they advised it was not in foreclosure ( another false statement ). On XX/XX/XXXX they then denied my file and this time, they advised that it was because i was previously modified in XX/XX/XXXX and the Investor would not allow any modificiatons. So they allowed me to go 2 years and falling further and further delinquent to let me know this. I am just so disappointed and I am afraid I am going to lose my home. I tried to make payments with them, and they told me i couldnt unless it was the full amount and they would return my money. Now i am just stuck. They advised my only option is to reinstate with Attorney fees or liquidate. Please help me. Please!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-23

OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX Roundpoint lending raised my mortgage by {$200.00}, without notice. Upon contacting them they said my local taxes had increased. After contacting my county treasurer I realized they had made an error in the calculation. After notifying Roundpoint it took 4 months for my payment to be lowered back to what it should have been. At the end of XX/XX/XXXX ( I was out of town and didn't receive the letter until early XXXX ) I received a letter from my insurance company stating that my insurance had been canceled because of non-payment. I contact Roundpoint and they said I didn't have an escrow account. I have spent 4+ hours on the phone with them, but they still won't reinstate my escrow account with taxes and insurance and can't explain what happened. When I call the call is dropped or I'm put on hold for hours. Also all the direct lines I have been given no long work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-23

Ellenwood, GA

Trouble during payment process

Mortgage: FHA 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

2018-07-20

Basking Ridge, NJ

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

2018-07-18

Winter Park, FL

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

2018-07-18

Grosse Ile, MI

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

2018-07-17

Downers Grove, IL

Closing on a mortgage

Mortgage: FHA 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

2018-07-13

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello CFPB! We are having issues convincing our mortgage company to remove our Private Mortgage Insurance ( PMI ), and are requesting your assistance in doing so : We secured our mortgage with Roundpoint Mortgage in XX/XX/XXXX, and accepted the PMI payment attached to it with the understanding that we could apply to have it removed once the Loan to Value ratio dropped below 80 %. Once we achieved that ratio in XX/XX/XXXX, we applied to have it removed and have been unsuccessful to date. The purpose of this letter is to formally request that the CPFB assist us, specifically considering our payment history with Roundpoint and prior credit history ; the appreciation of the current property value from the start of our mortgage with Roundpoint, and that our ( XX/XX/XXXX ) 75.7 % loan to value is meticulously close to Roundpoint s requirement of 75 %. First, after consulting with our lender, agent, and various federal standards resources, we can see no indicator that either FHA, Conventional or any other loan type requires the continuation of PMI after the LTV has dropped below 78 %. Second, when my wife and I purchased this property, we brought a solid credit history to the application process. Separately, she and I both had enjoyed solid history as property owners, and later, as a married couple, we successfully paid off a home together. As a family, we are far from a risk to dodge payment on our mortgage and relieve us of that expense. Roundpoint 's records will undoubtedly show that we have remained diligent in keeping our payment history current these 30+ months. Additionally, we have poured investment into continually improving our home. We are hardly a default risk. We were careful to purchase, first to meet specific school district needs for our children, and second, to target a zip code whose value appreciated well. Fortunately, these past 2 years has blessed us in both regards. Our children are thriving in school and the area has appreciated well. Procedurally, we : Purchased the house @ {$400000.00} in XX/XX/XXXX. Updated and finished the basement, painted the entire homes interior, and made other improvements to ensure our investment retains its value. Followed the PMI removal appraisal process as outlined by Roundpoint, and the appraisal determined the current value {$480000.00}, a 21 % increase since the point of purchase. As information, XXXX estimate is {$510000.00}, significantly above the formal appraised value : XXXX XXXX XXXX Third, we believe that considering our payment history, our care for and the significant appreciation of the property itself, and that LTV position results in seven tenths of one percent short of Roundpoint s requirement of 75 % substantiates the removal of the PMI insurance payment. We would appreciate your consideration. Thank you, XXXX and XXXX XXXX / XXXX / XXXX
Company Response: Closed with explanation

Timely Response

2018-07-12

Crowley Lake, CA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2018-07-10

Katonah, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: As a follow-up with the Roundpoint mortgage response to my complaint XXXX I've contacted the mortgage servicer to find out when they going to make a promised 3rd escrow analysis, since in the letter they stated that they have received the tax refund of {$880.00} from town of XXXX XXXX ( that money is the fee the town charged the Roundpoint for not timely paying for the school tax ) and they are in the process to do a new analysis. The contact name provided in the letter was XXXX XXXX. I did call to speak to him, but he wasn't available so to my request I was told that i will be contacted by XX/XX/18 regarding the new escrow analysis and updated bill. Nobody contacted me which is not surprise, knowing how dissmissive their customer service is.. which left me no choice but follow with another complaint to CFPB since the firsy complaint helped them to reduce my payment from {$4600.00} to {$2800.00} which i still believe is too high. Please respond promptly as my due date to pay is just few days away and i dont want to pay late fee. thank you XXXX XXXX loan # 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

2018-07-10

Beyersville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Below is a detailed account ( and also the exact email I have submitted to Roundpoint 's Ombudsman a week ago ( XX/XX/XXXX to be exact ) - to this date I have not received any contact from Roundpoint since submitting my complaint to their Ombudsman ). This was also mailed to Roundpoint on XX/XX/XXXX. At the end of XXXX it was decided that we would be terminating our homeowners policy with our former insurance company at the end of the coverage period and selected a new carrier for our new homeowners insurance policy, effective date XX/XX/2018. At that time Roundpoint was notified by our insurance agency that this change would occur. A couple of weeks into XXXX it was realized that we had not received notification from Roundpoint that funds had been distributed from our escrow account to our new insurance carrier. At that time I contacted Roundpoint and spoke with insurance service center representative XXXX that stated a check had been requested/issued on XX/XX/XXXX. He suggested contacting our new insurance company and if they had not received the check we could call back on that Monday, XX/XX/XXXX and they would overnight a check since our bill was due on XX/XX/XXXX. I immediately contacted my insurance company and they confirmed that they had not received a check from Roundpoint. On XX/XX/XXXX I called back and spoke with XXXX again and he called my insurance company who told us there was a 20 grace period that would end on XX/XX/XXXX. He submitted our account to be reviewed and expedited. I called back on XX/XX/XXXX for an update and was transferred to a supervisor named XXXX. Before that the representative who helped me filed a formal complaint on my behalf but to this date I have not received any follow up from that complaint. The complaint number is XXXX. Upon speaking to XXXX, he stated that perhaps the reason a check had not been sent yet was because they did not receive a bill from our insurance company until XX/XX/XXXX. I find it interesting that a check was supposedly sent/requested on XX/XX/XXXX but now there wasn't a check because the bill got there a week later. I told him that was fine but it was now the XXXX so I wasn't understanding that logic. He then said maybe it was because a check was requested for our old insurance company and they had to make sure that was cancelled before a check could be issued to our new company. I then again reminded him it had been 2 weeks and if it took that long to issue a cancellation on a check that was never sent out ( since there was no check number associated with the old insurance " check '' and the old insurance never received a check ) that perhaps they needed to reevaluate their procedures. He then told me he would run a check trace on the new insurance check that would take 3-5 days. I told him my due date was XX/XX/XXXX so I didn't have 3-5 days. He assured me as soon as they had the results of the check trace they would call me back. To this date I have not received a phone call with those results. I then called back on XX/XX/XXXX and spoke to XXXX who requested an overnight payment. He advised it would be the next day that the check was cut since we called in the late afternoon but it would be mailed by XX/XX/XXXX. On XX/XX/XXXX I called and again spoke to XXXX who did not see that the check had been overnighted yet but that an overnight address had been obtained from our insurance company. He supposedly submitted a review to get it pushed through faster and assured me that by Friday the check should be mailed. I assured him that I would be calling back Friday if my account did not reflect that a payment had been sent. I then went on Roundpoint 's XXXX page to express my displeasure with this situation in hopes that maybe that would get someone's attention and on XX/XX/XXXX I was requested to send an email to XXXX. I promptly sent my email and received a reply that they would look into the matter that day. To this date I have received no further communication from that email. After asking for an update from the social media email and receiving no response I contacted the insurance service center once again on XX/XX/XXXX. This time I spoke with XXXX who tried to make sense of what was going on with my account but could not explain why a check had no been overnighted yet. She asked that I give her until Monday to get it fixed and if not she would once again request an overnight check. She assured me that she gets in on Mondays at XXXX and would promptly check into the matter as well as get her boss to look the account and call me back. No surprise I have not received a phone call. This brings us to today, XX/XX/XXXX, when I called the insurance service center for an update and spoke with XXXX. I asked her if a check had been issued and she told me no to which I told her that I no longer wanted to discuss this and I would be calling my insurance company myself today to make payment since I no longer had any faith that anyone at Roundpoint could help me get it paid by Friday. I also told her to note my account with that information and also note that I would be contacting the Ombudsman to file an escalated consumer complaint and if for some reason Roundpoint could get its ' act together my insurance would issue me a refund. To this date I have received no communication from Roundpoint so I am hoping the CFPB can help me get this resolved. I have paid my homeowners insurance out of my own pocket and am waiting for Roundpoint to do their part so I can be properly refunded by my insurance company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-09

Mineral Wells, MS

Incorrect information on your report

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

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

Timely Response

2018-07-06

San Francisco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have called at least 10 times since XX/XX/XXXX and I have two unresolved problems : ( 1 ) escrow payments being added to my loan without reason and ( 2 ) an insurance policy that should have been refunded, but has not been refunded. ( 1 ) Escrow - I have been charged {$69.00} per month on my loan for escrow that should not be on my loan. I have been charged monthly for the past six months ( XX/XX/XXXX-XX/XX/XXXX ). I would like the escrow to stop and be refunded the balance ( {$460.00} ). ( 2 ) Insurance - an insurance policy was put on my loan that should not have been there ( policy put in force in XX/XX/XXXX and ended in XX/XX/XXXX ). The insurance policy was canceled by the company, but I was not refunded the full amount of the insurance policy ( roughly {$60.00} still needs to be refunded ). I have proof of my own insurance policy that was in force.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-05

Beaumont, TX

Trouble during payment process

Mortgage: VA 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

2018-07-04

Mc Farland, WI

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

2018-07-02

Chicago, IL

Trouble during payment process

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

2018-07-02

Chicago, IL

Trouble during payment process

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

2018-06-28

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage payment includes an additional amount that goes into an impound/escrow account to pay for our home owner 's insurance and taxes. Our insurance company sent the request for payment for our home owner 's insurance payment in XXXX and it was due on XX/XX/XXXX. The mortgage company has not paid it. We received a notification from our insurance company that they were going to cancel our insurance if the payment was not processed by XX/XX/XXXX. It takes a day for it to process, so the insurance company needs the payment by XX/XX/XXXX in order for it to remain in effect, otherwise it will be cancelled and need to be reinstated which will take longer. We have contacted the mortgage insurance company XXXX times in the past week. The first time, they said they would request an expedited payment which would be overnighted to our insurance company. That was on XX/XX/XXXX. This morning, XX/XX/XXXX, they said that the payment was overnighted yesterday. This afternoon they said that there is something preventing them from making any payments on our account. On top of that, two months ago they started charging an additional fee and there is no explanation for this fee. I thought it was a one time thing and it is on this statement as well. Apparently I have make another phone call to a different department to discuss that fee. We are in the process of refinancing our home, which has already taken considerably longer than usual and now this is causing additional delays not to mention that our homeowner 's policy is pending cancelled and if the payment is not received by tomorrow, it will be cancelled.
Company Response: Closed with explanation

Timely Response

2018-06-25

Bayshore Gardens, FL

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-22

VT

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-19

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX Roundpoint Mortgage issued a check out of my escrow account in the amount of {$1600.00}. My XXXX County Property taxes were {$1400.00}. This removal of funds from my escrow account lead to my escrow account being short for my tax payment. I was sent a letter by Roundpoint to pay over {$300.00} to get my escrow account back to where it needed to be. Then on XX/XX/XXXX Roundpoint supposedly issued a check for {$66.00} when a month prior had requested me pay {$300.00}. I did not receive this check. So the funds should be counted in my escrow account. On XXXX XXXX both I and Roundpoint mortgage received my annual notice of asessment from XXXX County Board PF Tax Assessors assessing my taxes at {$1500.00}. I filed a complaint with the CFPB in XX/XX/XXXX for Roundpoint and National General ( who services Roundpoint Mortgages escrow accounts ) for non-payment of my annual homeowners insurance. On XX/XX/XXXX Roundpoint removed {$330.00} from my escrow account. My current escrow balance is {$780.00} which will not cover my {$1500.00} tax bill in XXXX. Since purchasing my loan from XXXX XXXX, Roundpoint has mismanaged my escrow account. That have caused undo hassle, stress, and inconvenience by Constantly removing funds from my escrow account and then requesting that I pay a shortage. I feel as if this is fraudulent activity to lure me into having to pay fees for not maintaining an adequate escrow balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-18

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dear CFPB I have requested from Roundpoint Mortgage Servicing Corporation [ RPMS ] an audit of all credits and debits to include new monies in the amount of {$21000.00} added after the loan modification. I have made this request on several occasions dating as far back as XX/XX/XXXX. RPMS finally replied on XX/XX/XXXX, but RPMS continues to refuse to account for new monies in the amount of {$21000.00} added after the loan modification with XXXX XXXX was approved. I have been in discussions with XXXX XXXX, employee initials XXXX, at XXXX XXXX. XXXX XXXX was the original loan initiator on XX/XX/XXXX and XXXX XXXX stated that ALL information pertaining to this loan was transferred to RPMS. Here is a recap : *Original loan date and amount XX/XX/XXXX {$410000.00} *12 month forbearance period ( XX/XX/XXXX ) with XX/XX/XXXX *Loan modification approved after 12 month period by XXXX XXXX *Loan transferred to RPMS at the end of the forbearance period on XX/XX/XXXX * {$10000.00} paid during forbearance period at $ XXXX/month *Interest paid for XX/XX/XXXX was {$12000.00} *Interest paid for XX/XX/XXXX was {$6300.00} *Loan balance when transferred to RPMS was {$400000.00} *New money in the amount of {$21000.00} added after XX/XX/XXXX *Current Principal balance {$32000.00} ( I have paid off more than 90 % of the principal amount ) Amount in dispute {$21000.00} plus interest Quick math : *The forbearance period was 12 months *One years interest is approximately {$12000.00} ( XX/XX/XXXX ) *The interest paid in XX/XX/XXXX was {$6300.00} *Roughly {$6400.00} in past due interest *Late fees and penalties waived by XXXX XXXX during the forbearance period The attached documents from XXXX XXXX will confirm the quick math and do not show a {$21000.00} in `` delinquent interest ''. In the letter dated XX/XX/XXXX, XXXX XXXX XXXX, RPMS SR Vice President, response states it is delinquent interest but refuses to provide a detail audit of this amount in addition to all payments received during the forbearance period. I have been requesting this audit since XX/XX/XXXX. I understand my signature is on the loan modification documents but RPMS still has to give me a detailed audit of the {$21000.00}. I noticed this amount shortly after I signed the loan modification documents and questioned it immediately there of back in XX/XX/XXXX to which I was told it would be corrected. Understand that {$21000.00} plus interest is a large amount which a homeowner would not ignore ; much less a questionable practice like this one from a financial institution. My attempts with RPMS to correct this issue have been in vain. RPMS shows it's arrogance by refusing to provide a detailed audit of these so called " delinquent interest '' and all payments received. Respectfully,
Company Response: Closed with explanation

Timely Response

2018-06-16

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage company roundpoint is not responding to request of closing escrow account and forcing me to keep it open for two years after loan starts even though i meet all the requirement for closing escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response