RoundPoint Mortgage Servicing Corporation

2018-05-17

Arnold, 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

2018-05-16

Houston, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I got sick with XXXX XXXX and things started going down hill for me. I depleted my savings and other ailments also set in. I cant see well and I can not drive and I lost my job after the loss of my sight. I filed for Social Security benefits and that's my only source of income right now of {$1200.00}. I applied for loan modification and was turned down. I applied again and it was the same process. I fell ill again and was in the hospital for about 3 months. Now I can barely walk. Long story short I want to be able to stay in my home and had a friend assist me in filing for the modification again and sent Round Point Mortgage Servicing who is servicing my loan all modification documentation required. They responded that they have all the required documents and my loan was under review. Periodically we'll check to see the status of the loan and it will state still under review. Whilst my loan modification was under review my home was sent for foreclosure, I asked if they can take it out of foreclosure while my loan modification was reviewed and completed. I was told that was not a guarantee the foreclosure can not be stopped it depended on the loss mitigation dept. My loan was scheduled for foreclosure on the XX/XX/2018, I filed for Chapter XXXX bankruptcy on XX/XX/2018 to buy some time for my loan to be modified. I'm attaching the current modification application and status lookup and the bankruptcy order. I am old, ( 65 years ) and very sick, I just want to be able to stay in my home. There's plenty of equity in my home but I can't do a reverse mortgage either, I am short to payoff the loan balance. Please help me, I only want to stay in my home. I am on limited income and it will cost me a lot to get an apartment and pay my hospital bills and prescription. I can afford to pay {$450.00} a month from my SS income. I really need help. I checked the status today and it shows its no longer in active modification, they will not talk to me or my friend because of the bankruptcy I filed by myself, I don't have the funds to pay for an attorney. I just needed some time so Round Point can act on my loan for me. As of now I don't know what is going on or is going to happen. I want to pay, like I did before all these illness started, just don't have enough to cover a full payment. Thank you for your assistance. I pray you can help me. XXXX 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

2018-05-15

Greenwood, CA

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

2018-05-13

San Jose, CA

Struggling to pay mortgage

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

Complaint: I have been trying to work with Roundpoint Mortgage servicing company that holds the 2nd on my home over the last 7 years with no success. I was given misguided information from so many representatives. Everytime I try negotiating they send me a package in the mail and I complete and send back they say they didn't receive it. Finally after years I have a representative that is more familiar with these issues assist me. I assigned the company a power of attorney and they were at one point communicating with Roundpoint but then the representative became non responsive. Round point has not contacted me on the phone number they have on file or through email or any type of certified letters. Everytime I call them they say they will have a rep call me within 48 hours. I was recently sent a notice of default stating that XXXX XXXX XXXX who is the private lenders want to foreclose on my property. I have been willing to negotiate the balance for years and Roundpoint is not responding. I finally was able to get through to a rep this week and sent in the last 2 items they said they needed which I was never informed of. They also said I had to resend my authorization and hardship letter AGAIN because it " expired ''. The only reason it expired is because they would not call the POA or myself. Once again they said they don't have the POA on file so I sent it to them again on XX/XX/2018 with all the final documentation. They say it takes 4 business days to receive the images, which is also strange since they are faxed to them. I am willing to negotiate a balance and have always been willing but they were not working with me. Now that the house has increase in value they placed a notice of default so that they can force me out of my house. I am a single mom with an elderly mother that lives with me. I have a daughter that is going to college which I pay for, who's dad passed away 2 years ago. I pay for all the expenses in my household and any medical expenses for my elderly mother. If I am forced out of my house it will affect my entire family. I feel that Roundpoint Mortgage and XXXX XXXX XXXX ( who I believe had been bailed out ) is forcing me to go into foreclosure. I need assistance on how to handle this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Lexington, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I purchased a home with my husband in XX/XX/XXXX. Roundpoint Mortgage purchased my mortgage from the original lender in XX/XX/XXXX. I neither chose nor desired any business relationship with Roundpoint Mortgage Servicing. I have paid or attempted to pay each and every one of my payments on time, usually well in advance of the due date. Twice they have misallocated a payment by adding my monthly payment to the principal column of my account rather than distributing it per our agreement and adding the additional principal paid as directed on my payment coupon ( which was always completely and accurately filled out ). The XX/XX/XXXX payment was never recorded/charged from my checking account, even though the check/payment was sent at the end of XX/XX/XXXX. I called to discuss why it had not been applied, and I was told over the phone that it had. I actually made a payment online while on the phone with the agent to cover the payment. He advised me that he had infact found my XX/XX/XXXX payment and that it cleared on XX/XX/XXXX. He then cancelled my online payment so that I wouldn't double pay. I then received a notice that I owed 2 payments and called the company yet again. As it turned out ( it took an hour -- 62+minutes -- to figure out ) the payment received on XX/XX/XXXX was the XX/XX/XXXX payment and they still had not applied the XXXX payment that I mailed in XX/XX/XXXX. I paid both the XXXX and the XXXX payments on XX/XX/XXXX. When I received the XX/XX/XXXX statement for the XX/XX/XXXX due date, my " Principal YTD '' showed " - {$88.00}. '' After my 2nd phone call on XX/XX/XXXX which lasted 46 minutes, they finally figured out that when they misallocated my payment in XX/XX/XXXX, my principal portion was put in the negative so severely that even after paying approximately $ 350/month towards principal, it's still in the negative. They have yet to clear this up. Each month there is a new problem. They still can not guarantee that I'm not being charged interest ( accruing interest ) on debt that has already been paid. When I call, the employees do not know what to do with my issues. On more than one occasion they have blamed me for the problem, saying that I should have waited until the calendar month in which the payment was due prior to making the payment, even though I was simply paying the bill as it arrived *and* my due date is on the XXXX of the month, so I can not send it in on a different day of the same month and still be on time. The company should NEVER blame the consumer for a problem that the company caused. Additionally, the company misfunded my escrow account and they charged me an extra {$1500.00}! I truly believe that this money is messed up in the same way that my principal is messed up and I've been forced to pay this illegally. I just want my money to be applied to my debt in a fair and legal manner.
Company Response: Closed with explanation

Timely Response

2018-05-11

Blmgtn, IN

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

2018-05-11

WV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was sold to RoundPoint Servicing Corp for loan servicing before my 2nd payment ( last XX/XX/XXXX ). I tried setting up a bank account for payment, it took multiple attempts as they kept losing my submitted forms and/or bank account information. I then wanted to make biweekly payments, which required an additional form and bank information ( same bank, same account number, etc ). Well they lost it again multiple times. I went on the prepay {$5000.00} of principal on my mortgage. I called to inquire as to why my biweekly payments had not started, and they told me in order to do this, I had to be ahead on my payments by one month. Simple math people. That {$5000.00} payment knocked about 50 months off my mortgage. I opened an account with a local bank and added that bank to my online account at RPS. Several times I have tried to make this account my primary payment method and this has gone on to be ignored. I have called and chatted online with representatives who consistently tell me different things, including today. The representative ( XXXX was her name, I took screenshots of this conversation ) informed me that now there will be a billing issue because I have 2 bank accounts for this loan. Despite this, she was not willing to fix this. She flat-out refused to fix this despite knowing this is going to be an issue. All these issues and not one person has been able to assist me in resolving this or making payment easy and with options promised. I have repeatedly requested the simple option of biweekly payments and have repeatedly provided whatever documentation they have requested. I requested a supervisor contact me and as of this writing they have not called. Every contact I have had with RPS has been a hassle. It seems they go out of their way to be a problem. They go out of their way to not be willing and/or able to help. I have been nice about this, I don't get ugly. I have seen other similar complaints online and I wanted to get this out there for others to see. I will not be buying a house with a loan that uses RPS for servicing. I will also be researching on which regulatory authority to complain to for this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-10

Richmond, VA

Credit monitoring or identity theft protection services

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

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

Timely Response

2018-05-10

Abbeville, LA

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

2018-05-08

Red Bank, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-04

Bakersfield, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Roundpoint Mortgage is the note holder and servicer of my mortgage. We have submitted four different financial hardship packages with the intention of obtaining an approval for a loan modification. We started last year and until now nothing has been accomplished. Every time we submit a package they lose the paper work and send us a notification requesting the same information we have sent via email and after confirmed via phone that it was received they still send out notifications asking for the same information. They continue to play games with us. We submitted an application requesting assistance with our mortgage with Keep Your Home California, and after months of sending information back and forth we were told that the program was approved but Roundpoint Mortgage would not approve working with them, since they are the servicing company and the investors too. we want to keep our home and we are willing to do whatever it is within our power to remain in our home. The third hardship package we sent to Roundpoint was in XX/XX/XXXX. We called them for an update in XX/XX/XXXX and we were told that our application was denied, they never sent us a notification explaining why. Then in XX/XX/XXXX we received a letter from Roundpoint Mortgage requesting more information and stating that the application was incomplete. They decided to re open our file without saying anything few days after people from the program " Keep Your Home California '' told us that our application for assistance was approved but they needed to hear back from Roundpoint Mortgage in order to release the necessary funds to re instate our mortgage. We were supposed to receive up to $ 100k in funds to re instate our mortgage, but Roundpoint Mortgage declined to receive the help " Keep Your Home California '' was offering to us.Things do not match or make sense. Roundpoint is definitely not helping us, instead they are making things more complicated for us as if they want us to lose our home. We are very stressed out over this situation. I told them I suffer of XXXX XXXX and they don't care at all. The people from Roundpoint lie constantly about the paper work they receive and they continue to toy us around. We never receive a call back from the person in charge of our case within the litigation department. We are being ignored and mistreated. We are doing our best but Roundpoint Mortgage loses our paper work every time and we don't know what to do. The first three times we sent our information via fax seven times and via email. We have always received a fax confirmation and confirmed via phone that our information was received but they always send us letter requesting the same information that was sent to them. Please help us with this situation so we can keep our home. We want to stay in our home. Thank you for taking this matter into consideration. Sincerely, XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-04

Pikeville, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have never been late on a mortgage payment as long as i have owned a home. Roundpoint Mortgage failed to draft my payment XX/XX/XXXX and then again in XX/XX/XXXX wwhich is adversely affecting my credit. I have spoke to numerous supervisors many times who have said they would correct their mistake and remove the two derogatory items on all three credit bureaus. Now my account has been purchased to another company and Roundpoint Mortgage is refusing to help in the matter after two years of trying to fix and resolve this matter.
Company Response: Closed with explanation

Timely Response

2018-05-01

Puyallup, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-30

Atlanta, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been working with Roundpoint to complete a loan mod due to an increase of over 300.00 due to an escrow analysis that took place less than a year after my loan was originated. Since I started with the loan mod process, I continue to be advise that once certain documents are received it will move to the approval process. However, there are always additional documents requested which were not advised when I previously spoke with the associate who advised what documents are needed. It takes then 4 days to review documents faxed in and then take them another 4 to 5 days to review the file just to inform you that more documents are needed. One one occasion, I actually emailed the documents to a represented, who stated that she did not receive the documents. I have attempted to do my part to decrease my escrow shortage by finding a lower insurance premium and filing homestead. I was advised by a representative XXXX not to request an additional escrow analysis at this point being that the loan mod will revaluate by escrow. In XX/XX/XXXX, I spoke with XXXX ( SPC ) and he advised that if I could continue to make 1 payment a month while in the Loan Mod process then my loan will not be placed in Foreclosure and I have continue to do that monthly even though it has been difficult. On XX/XX/XXXX, I called to schedule a monthly payment and the associate advised that they can not accept less than 2 payment as my loan is 3 month behind. I told her that I could not afford 2 payments. She stated that due to a new process that she could not accept more than 2 payments. I advised if this was a investor guideline and needed further information as I felt that Roundpoint was not trying to work with me an was trying to make my house away from me and my family. She agreed to take one payment. I called back today XX/XX/XXXX and spoke with my SPC XXXX to find out further details about this new process. He told me that the payment will probably not be accepted since I have the hold on my account and that the associate should not have taken the payment. He could not provide an details on it other then telling me that 1 payment really wasn't resolving anything and was just a circle that I was required to make two payments to decrease the default on the loan. I was totally devastated by his comment. I asked to speak with a manager to understand this " new policy ''. The manager refused to take my call as he was busy on another call. XXXX informed me that the manager advised since my loan was transferring to XXXX on XX/XX/XXXX, they may take my payment. A mortgage payment that will not make a payment and my loan is not in foreclosure? I have never heard of this type of procedure and no one can provide the details associated with it. Roundpoint has done nothing to help me but continues to make things difficult. Lastly, I had a loss draft claim in the beginning of XX/XX/XXXX. The work has been completed and I have called on two different occasions to have an inspection completed along with sending a letter to have someone call me and nothing has happened. In the interim, I continue to get threatening letters that I must have an inspection completed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Bohemia, NY

Struggling to pay mortgage

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

2018-04-28

IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Had a personal hardship. Kept roundpoint mortgage company informed. Started foreclosure before 150 days. Refused to accept payments despite multiple attempts. Would only accept reinstatement. Refused double payments. Would only accept wired money. Added their attorney fees to reinstatement.
Company Response: Closed with explanation

Timely Response

2018-04-26

Grand Junction, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Round Point Mortgage XXXX NC XXXX I have mortgage with them escrow account also. My Flood insurance was not sent to the right address for XXXX in XXXX, the check they made out was the incorrect amount also and it is lost and they have not corrected issue and put money BACK in my escrow account I made the payment to fema and have doc. to prove which was faxed to them by fema. amount owed to my escrow account is XXXX the check they made is # XXXX. My homeowners was sent to the wrong address also and it still has not been received to XXXX XXXX amount XXXX. from my escrow acct. I am going to XXXX XXXX today to pay XXXX so it is not cancelled. I have called Round Point customer service almost daily to get resolved they have not as of today fixed this issue. I would like to get answers on this. I am refi-ing to get away from them and do not want to lose over 1500. in escrow due to their negligent behavior thank you XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-26

South Florida, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: HARDSHIP LETTER On the month of XX/XX/XXXX I received a call from Roundpoint offering me a FORBEARANCE PLAN due to Hurricane Irma which happened on XX/XX/XXXX. Roundpoint said that due to my area was declared on disaster this federal plan allowed me to stop paying the months of XXXX, XXXX and XX/XX/XXXX so I can use that money for the expenses caused by the hurricane and those payments would be put to the end of the mortgage. Roundpoint asked me for many papers during the lapse of those three month which I sent. Every month I kept receiving letters of intent of accelerate the mortgage, and every time I received those I called to Roundpoint to remind them that they put me in Hurricane Irma forbearance plan, my calls were received by a different persons not aware of the plan and, after reviewing my file they every time told me that everything was OK and to disregard those letter that were generated by the system and that I would be receiving those letters up to the end of the process. Every time I called I kept asking for confirmation on the conclusion of the plan, in other words I asked for confirmation on the three months would be put to the end of the mortgage and if this situation would not affect my credit and they always said yes, on times even I got comments of not to be afraid. On the month of XXXX Roundpoint call me asking if I would start paying my regular payments, I told them that as it was our agreement and that I was prepared to start making my regular payment, which I have been doing on time every month. Approximately, the XX/XX/XXXXl I received a call from Roundpoint stating that my modification was not approved by the investor ( XXXX XXXX ) and that I have to pay all the amount of three mortgage payments which is almost {$6000.00}, which at the moment I dont have, and if I dont pay my house would be put on FORECLOSURE and I would lose my home. I asked if there are some kind of appeal and they responded that the denial happened many days ago and I only have 30 days to appeal and the time was expired. I did not received any notification of denial! Now I have been asked to make this application for a regular modification which was never my intention from the beginning. I have been pushed to this situation which will remain in my record and probably in my credit and I dont have any other way to fight for my home. This is unfair considering that I have been paying according to the agreement, so from my side I have honored the agreement, however it didnt happened from the other side of same.
Company Response: Closed with explanation

Timely Response

2018-04-26

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I had an FHA mortgage with Roundpoint Mortgage Servicing Corporation ( RMSC ) and I refinanced with another lender on XX/XX/XXXX. The payoff sent to RMSC was short. I was never contacted to say my loan was not paid off. I found out in XXXX when I looked at my online account. After 13 phone calls, I could not get an answer as to how to resolved the problem. On XX/XX/XXXX, with the help of my new lender calling several times as well as myself, I was able to get a breakdown on a spreadsheet of how my payoff funds were applied and the shortage amount from the XX/XX/XXXX closing. I contacted RMSC several times to ask how to send the shortage amount. On XX/XX/XXXX I spoke to customer service. They took my shortage amount payment over the phone using a debit card and said I would receive a letter stating my loan was now paid off along with an apology because of the " back and forth for so many months. '' Those documents never arrived. I checked my online account on XX/XX/XXXX and found the money they collected over the phone was labeled as suspense/unapplied funds. When I called, I was told I needed to pay more to settle the account because the " payoff '' had increased since XX/XX/XXXX. I was also told that their cashiering department did not know how to apply the original shortage amount I paid on XX/XX/XXXX. RMSC is still making escrow disbursements even though I notified them of the situation and spoke to them several times since XX/XX/XXXX. I got their Consumer Ombudsman involved however she was not able to help me reach a resolution. I have also been reported late to the credit bureaus by RMSC for the last two months because they are saying that I haven't paid my regular payment due XX/XX/XXXX and I'm now reported as late 60+ days. I was told by several reps that my account would not be reported late because it was " on hold '' or " frozen ''. I have since been declined a vehicle loan because of this specific negative credit account and my score has decreased 53 points since XX/XX/XXXX. RMSC has the shortage money but they will not apply it to my payoff and close this matter after nearly 5 months and over 20 phone calls and 30 emails. I have also filed a complaint with my state 's attorney general 's office and asked for assistance from a HUD Counselor.
Company Response: Closed with explanation

Timely Response

2018-04-25

TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX, I was not able to make a payment due to being placed on FMLA at my job and receiving late pay from my employer. On XX/XX/XXXX the area I presently reside in was hit by hurricane Harvey and I was told by my mortgage company Round Point Mortgage not worry because they could place mortgage payments in suspension for 3 months due to the area I live was declared a disaster area by my state. I was told by Round Point to start making payments again in XX/XX/XXXX. They also stated that I would receive a borrower assistance package in the mail in XX/XX/XXXX. When XX/XX/XXXX came. My mortgage company raised my payment by XXXX dollars and they stated this was due to not having insurance in XX/XX/XXXX. Round Point stated that if I could prove that I had insurance in XX/XX/XXXX they would credit the difference back to my account. I sent in proof from my insurance carrier and was never given a response. I have been paying XXXX dollars more over the past 6 months. So this should mean that I am only 4 months behind. I recently requested to be sent a statement showing the amount I am behind. The statement I received shows that I am five months behind and is not correct. Also it states that none of the payments I have made including a double payment in XX/XX/XXXX have been credited to my escrow account also it states that after I pay the amount requested my payment will still be XXXX dollars which is also incorrect this legalized robbery. I also want to mention that at no time during this period did XXXX XXXX XXXX XXXX ever state that late charges would be placed on my account and they also have been charging late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-25

Westerville, OH

Struggling to pay mortgage

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

2018-04-24

Finksburg, MD

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-04-21

WI

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I have a mortgage with Roundpoint Mortgage Servicing. I escrow my property taxes, my homeowners insurance, and my USDA annual fee. Roundpoint sent me a check from my escrow account to pay my XX/XX/XXXX property taxes in XX/XX/XXXX. The amount they sent me was the amount of my XX/XX/XXXX property taxes, which was {$290.00} short for my XX/XX/XXXX property taxes. I called Roundpoint, and I was told they would send the information to the " tax department '' and pay the remainder of my XX/XX/XXXX taxes. I sent Roundpoint a secure message on XX/XX/XXXX when I looked at my property taxes online and realized the {$290.00} had not been paid. I received an email from Roundpoint stating they had sent my message to the tax department, and someone would be in touch with me soon. About a week later, I received an escrow statement from Roundpoint dated XX/XX/XXXX, stating there was a projected shortage in my escrow account and my mortgage payment was being raised to {$1300.00} from {$1300.00} due to this projected shortage in my escrow account. The statement shows that property taxes were anticipated to be {$3200.00} but the actual amount PAID was {$3500.00}. These numbers ARE correct. The anticipated amount of {$3200.00} was the amount of my XX/XX/XXXX property taxes. My property taxes went up to {$3500.00} in XX/XX/XXXX. I agree my escrow payment should be raised in order to reflect the amount due for my XX/XX/XXXX property taxes. My issue is Roundpoint did NOT pay {$3500.00} out of my escrow account for XX/XX/XXXX property taxes. Roundpoint paid {$3200.00}, leaving a balance on my XX/XX/XXXX property taxes of {$290.00}. As of XX/XX/XXXX, this shortage on my property taxes is still NOT paid by Roundpoint out of my escrow account. They RAISED my monthly mortgage payment because they say they " PAID '' {$3500.00} to my property taxes when the projected amount was {$3200.00}. BUT they have NOT paid {$3500.00} on my property taxes. I have called Roundpoint repeatedly requesting they pay the remainder of my XX/XX/XXXX property taxes and fix their error in paying the wrong amount in the first place. I received notice that Roundpoint is transferring my loan to a new company on XX/XX/XXXX. I called Roundpoint on XX/XX/XXXX to ensure they were going to pay the remainder of my XX/XX/XXXX taxes out of my escrow account by the time they transfer my loan on XX/XX/XXXX. The customer service agent I talked to said she saw my numerous requests for Roundpoint to pay the remainder of my XX/XX/XXXX property taxes and stated she was going to contact the tax department and call me back the SAME DAY. I did not receive a call back. I called Roundpoint back again on XX/XX/XXXX and I was told there is a note in the system from XX/XX/XXXX stating I am personally responsible for paying the balance due on my property taxes of {$290.00} since my loan is " going to be transferred by then. '' My current balance in my escrow account is {$870.00}, the remaining amount due on my XX/XX/XXXX property taxes is {$290.00}. The money is there to pay the amount Roundpoint shortage me on my XX/XX/XXXX taxes. I did the math, and my monthly escrow payment of {$430.00} is MORE than enough to have the amount needed in my escrow account to pay my taxes, insurance, and annual USDA fee going forward. I alerted Roundpoint that they shorted me {$290.00} on my property taxes in XX/XX/XXXX. Roundpoint 's response was to raise my monthly escrow payment due to the " anticipated '' amount of my property taxes being less than the " actual amount paid. '' However, they only paid the " anticipated '' amount and they are REFUSING to pay the {$290.00} still due. Roundpoint was correct in raising the amount of my monthly escrow payment due to the {$290.00} rise in my XX/XX/XXXX property taxes. They even sent me a statement showing the reason they are raising my monthly escrow payment BECAUSE they paid {$3500.00} in XX/XX/XXXX property taxes when the anticipated amount was {$3200.00}. When in reality, Roundpoint only paid {$3200.00} on my XX/XX/XXXX property taxes, and they are now telling me that I am responsible to pay the remaining {$290.00} due out of my own pocket and refusing to pay it out of my escrow account, even though they raised my monthly escrow payment to cover the additional {$290.00}, which again, is the difference in my property taxes from XX/XX/XXXX to XX/XX/XXXX. Roundpoint is now refusing to pay the {$290.00} remaining due on my property taxes, and is telling me this is MY responsibility to pay out of my own pocket because they are transferring my loan? It feels like a triple-whammy. They are supposed to pay my property taxes out of my escrow account. They shorted me {$290.00} on my XX/XX/XXXX property taxes. I brought this to their attention. They raised my monthly escrow payment to reflect the change in XX/XX/XXXX taxes, but they are refusing to pay it, even though they are forcing me to pay it into my escrow account. Again, I have done the math. IF Roundpoint paid the remaining {$290.00} on my XX/XX/XXXX property tax bill out of my escrow account, there will be plenty of money in my escrow account to pay XX/XX/XXXX property taxes, homeowners insurance, and USDA annual fees going forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-20

Omaha, NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I paid off my home on XX/XX/XXXX They supposedly mailed my escrow check to me on XX/XX/XXXX. I have never received it and it's now the XXXX. I think they are fraudulently holding on to my escrow XXXX and gathering interest on the money. I don't believe they ever sent a check. They have no tracking number for the envelope. This isn't the first time I have had problems with them when I paid off my house for a few days they tried to say that I owed more money. When I persisted they finally admitted they had made a mistake and misplaced my money. Whenever I call there to find out what I going on with my check someone answers the phone that can't even speak good English so I can't communicate with them and I'm given the brush off about my money. I'm also terrified I won't get my deed in the future.
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

South Florida, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We were affected by hurricane Irma in XX/XX/2017. Roundpoint mortgage offered for us to make minimal {$100.00} payments for 3 months. They told me that at the end of the three months, I would have the choice to pay in full, make a payment plan, or request to have the 3 months added to the end of my loan. I was also told emphatically that this would not affect my credit, it would not be reported to the credit agency and I would not receive late fees. In early XX/XX/XXXX, I called Roundpoint to start the request to add the 3 payments to the end of the loan. I filled out the paperwork that I was told to complete and sent it in promptly. We resumed our full payments on the first of the month starting in XX/XX/XXXX and have made each of the subsequent payments in full and on time. The issues that we are complaining about are : 1. Roundpoint has submitted delinquency to the credit agencies resulting in an immediate drop in our credit score of over 100 points. We are due to close an SBA loan any day - this change in credit will likely cancel this opportunity that our business desperately needs. 2. We have been repeatedly charged late fees. 3. This has been the most difficult loan process that we have ever been through. We have had many mortgages in our lives and also work as Realtors and have assisted many of our clients through the lending process and we have never been through such a ridiculous and difficult process. We did the same loan modification with our business mortgage after Hurricane Irma and it was 2 papers to sign and notarize. I have responded immediately to every phone call, letter and email. Roundpoint has asked for a new and different list of documents on nearly a weekly basis for over 4 months. I have provided them each time with what they have asked for. But every time, there is a new list. Most of the staff at Roundpoint is now sympathetic when we speak and can not understand why they are asking for things that I've sent, or more documents. These staff members are in shock themselves, and always promise to help me resolve this. And then I never hear from that person again. We need to have our file submitted to their investors, but they will not or can not submit it because there are " missing documents ''. Yet every time I spend hours getting more missing documents, there is a new list the following week. Now they are selling our Mortgage on XX/XX/XXXX and I'm told the process will start over. I have done everything they have asked over and over again. I am making my payments. I have never been late on any loan payment EVER other that after Hurricane Irman - but then only with permission from the lenders. 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