RoundPoint Mortgage Servicing Corporation

2018-03-30

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with Roundpoint Mortgage Servicing Cooperation. My mortgage has an escrow for payment of taxes and insurance. On XX/XX/XXXX, I received a notice from my insurance carrier that my property insurance policy had lapsed due to non payment. The payment was due onXX/XX/XXXX ( the effective date of the policy ). The notice from the insurance company also said the policy would not be re-instated if the payment was not received by XX/XX/. I immediately called Roundpoint Mortgage on the morning of XX/XX/XXXX and basically got the runaround. While they admitted that they did not pay my insurance bill from my escrow account, they said they could not tell me why. They said they would need to call my insurance agent and I would have to call back to get an update. They were unwilling to call me to give me an update. After about 30 minutes on the phone with Roundpoint, the agent disconnected me ( hung up on me ). I called back about an hour later and got an another agent and had to start over on my problems. Apparently no notes were placed on my file by the first agent I talked to. This time I was on the phone for over an hour. Again, with no resolution or satisfaction. They said it generally takes 3 - 5 business days to get a payment out, but they had to depend on the insurance department for this. I told them that the payment need to be overnighted that day since the notice said the policy would not be re-instated in the payment was not received by XX/XX/XXXX. I was again told their normal policy is the get the payment out in 3 - 5 days. I told them was unacceptable since this was their error and my home current has no insurance. The attitude toward my problem was totally unacceptable and there was no sense of urgency in getting it taken care of. Isn't it illegal for this mortgage company to hold funds in my escrow account and not pay my insurance? When I got the mortgage I was required to have an escrow, yet this company is not required to pay my insurance out of my escrow account? Totally unacceptable! And no sense or urgency in getting it resolved. And no explanation about why it happened.
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

Sarasota, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: During the Irma Hurricane, the mortgage company offered me a XXXX month forbearance without explaining clearly that after 90 days, the full amount of the three payments would be due all at once. I have been complaint with all requirements and payments scheduled and I am now in a repayment plan after being denied and no written reason ( I have been reported to the credit report for delinquency in my 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

2018-03-28

Green Oaks, IL

Struggling to pay 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

2018-03-27

Albuquerque, NM

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: In early XXXX of XXXX I inquired about loan assumption. A Roundpoint representative ( representative ) assured me that I would be able to assume the loan. During these initial phone calls, it sometimes seemed as if the representative did not understand me and it was difficult for me to understand the representative. What was clear however, was that the representative was sure that I could apply for assumption. So, I proceeded with what I understood to be the process for assumption. On XX/XX/XXXX, I requested by email ( attached ) that the paperwork for the loan assumption be sent to me, as directed by a Roundpoint representative. In XXXX, I followed up with Roundpoint by phone to confirm that they had received my email requesting loan assumption paperwork ( packet ). A representative confirmed receipt of that email and stated that the packet would be delivered shortly. On XX/XX/XXXX, I sent a letter via email ( attached ), requested by Roundpoint, with details of names of the current owners and assumptors. I received an email confirmation of receipt of that letter on XX/XX/XXXX. In mid XXXX, the co-owner of the property called Roundpoint to follow up on receipt of the required letter. The co-owner was told by a Roundpoint representative that a customer advocate was reviewing the assumption. On XX/XX/XXXX, I sent an email to Roundpoint asking for guidance on next steps for continuing the assumption process. On XX/XX/XXXX, a representative from Roundpoint contacted me via email with an attached assumption packet. On XX/XX/XXXX, a representative from Roundpoint contacted me via email to tell me that I can not assume the loan ( attached ). In XX/XX/XXXXand XX/XX/XXXX I inquired via email to a Roundpoint representative about restrictions to assuming FHA loans and whether my brother alone could assume the loan. A Roundpoint representative then sent me HUD XXXX Chapter XXXX as proof that I can not assume the loan and an email suggesting that my brother could apply but could not assume the loan unless currently living in the home and if he is a different brother than the one who was interested in assuming the loan in the first place. I still dont understand whether this loan is assumable or not, and if so, by whom. Furthermore, I do not understand why I, my brother, or both of us can not assume the loan. This poor service on the part of Roundpoint Mortgage has led me to lose lots of time preparing for assuming a loan that they seem to not want be assumed, it has contributed to : my ex-partner accusing me of lying about the assumability of the loan, a missed half mortgage payment, threats of filing a partition of property, stress, poor performance in school, and me spending a great deal of energy investigating options for a conventional refinance with another lender that will cost thousands more than an assumption at a higher interest rate, and perhaps a lower market value if assumability was indeed an option for this and future transfers of ownership.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-27

Frisco, TX

Incorrect information on your report

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

2018-03-26

Dayton, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a loan that is serviced by roundpoint mortgage. On XX/XX/XXXX my wife received a call from our insurance agent stating that our loan servicer had not paid our insurance premium, even though it was being escrowed. I immediately called roundpoint. I spent almost 1 hour on hold. The lady I spoke with said they had not received a bill and she would call my insurance agent. I was placed on hold and when she returned she said it had been worked out. On XX/XX/XXXX I received a letter from roundpoint stating that my insurance had expired and I was required to prove I had it or they would buy insurance for me at a higher rate. I looked at my account online and it showed no payment being applied to my insurance, even though it showed my insurance company and due date on the escrow portion of the account page. I again called roundpoint. As I type this, I have been on hold for over 1 hour and 45 minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-26

Plattekill, NY

Closing on a 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

2018-03-22

Herriman, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Problems have existed in my account since XX/XX/2017. Monies have not been properly credited to my account causing all kinds of problems. Working with the company has resolved some problems, but others still exist with new problems being created. The company has failed to correctly balance my account. One new problem is the amounts reported to the IRS on Form XXXX. Even after filing a corrected Form XXXX the amount reported for interest paid on the mortgage is still wrong. It only includes interest paid through XX/XX/2017 and not for the full year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-21

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

2018-03-21

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was charged a late fee for my mortgage of almost 400 dollars when my escrow account had sufficient funds in it. I have called & emailed my mortgage company ( Roundpoint ) several times & have not received a satisfactory answer as to why this is the case. My latest email was sent to them in early XX/XX/XXXX to which I received no response : I have been trying for several months to get a satisfactory explanation from somebody at Round Point to explain a delinquent tax payment from my escrow account made on XX/XX/XXXX for {$2600.00}. I have an escrow account that has always had a sufficient balance to make any tax payments, so why would I be billed for any delinquent tax if the bank did not make the payment from my escrow account? Since I dont see the tax bill and the bank is making the payments from my escrow account isnt it the banks responsibility to make the payments timely? There was plenty of money in the escrow account to make the tax payment on XX/XX/XXXX so why didnt the bank make the payment on time? Since thats clearly the case, why should I be billed for the delinquency, when the bank made the error? If you look at the breakdown of my history of payments, I made my first escrow payment on XX/XX/XXXX for {$3400.00} after closing on our property at XXXX XXXX XXXX in XXXX NJ. On XX/XX/XXXX I began to make monthly and on time payments at the end of every month for {$2100.00}. Included in my monthly payments are {$950.00} that the bank puts into my escrow account. After my first monthly mortgage payment on XX/XX/XXXX I had {$4200.00} in my escrow account. The math is a s follows ( XXXX + XXXX - XXXX PMI Disbursement they take each month from my escrow account = {$4200.00} ) in my escrow account on XX/XX/XXXX. On XX/XX/XXXX the bank took {$540.00} from my escrow account to pay a city tax disbursement. This left me with {$3600.00} in my escrow account. I then made another monthly payment for my mortgage on XX/XX/XXXX. As was the case at the end of XX/XX/XXXX, {$950.00} again went to my escrow account and {$91.00} subtracted for my PMI payment leaving my balance in my escrow account at the end of XX/XX/XXXX of {$4600.00}. During XX/XX/XXXX there were no tax payments taking from my account. I made my normal monthly mortgage payment on XX/XX/XXXX for the same {$2100.00} I paid every month to this point. The same {$950.00} of that payment was put into my escrow account, {$91.00} was subtracted for PMI, leaving my escrow account balance at {$5400.00} at the end of XX/XX/XXXX. The problem, and no one at your bank has been able to give me an explanation yet, is on XX/XX/XXXX I am charged for delinquent tax of {$2600.00} and that amount is taken out of my escrow account. Why would I be charged for a delinquent tax payment when it is the banks responsibility to pay my taxes from my escrow account? As I show in the last paragraph, I have always had a sufficient balance in my escrow account to make any tax payments? If the bank should have taken {$2200.00} out of my escrow on XX/XX/XXXX to make my tax payment instead of the {$540.00} they took from my escrow account, why is that my fault? On top of that they took out {$2600.00} on XX/XX/XXXX which is {$390.00} more than should have been paid, if the bank would have paid the correct amount on XX/XX/XXXX. The bank in effect is taking an extra {$390.00} as a late fee from my escrow account to pay for their own incompetence. To make this error even more egregious they paid {$540.00} on XX/XX/XXXX, so in effect they paid {$2600.00} plus {$540.00} from my escrow account, for a tax payment on XX/XX/XXXX that if it was paid on time and in full on XX/XX/XXXX should have been for {$2200.00}. It appears at the very least that the bank owes me {$940.00}. This amount includes the late fee of ( {$390.00} ) taken from my escrow account for not paying my taxes on time when it was the BANKS responsibility to do so. Add to that the initial payment they made for the taxes from my escrow account for {$540.00} on XX/XX/XXXX that seems to vanish and was not applied anywhere, XXXX + XXXX = {$940.00}. I have been trying to get this straightened out with your company for almost a year and no one there can give me a straight answer. Please have someone in authority, at least a supervisor of some kind, call me as soon as possible at ( XXXX ). I would like this matter resolved and my money refunded immediately. 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

2018-03-20

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I contacted them re my property taxes for XXXX which had not been paid and were delinquent. I was told to send them a copy of the bill which I emailed to them that day. I was told the taxes would be paid on XX/XX/XXXX. As of this date XX/XX/XXXX they have still not been paid. I have called them numerous times, the last time on Friday, XX/XX/XXXX, and was told they would overnight the payment. A check this morning with the XXXX XXXX tax office shows that payment has not been received. The amount for the taxes is in my escrow account and has been since XX/XX/XXXX when I closed on the property. I was on hold the last time for an hour and was assured that the taxes would be paid promptly. I am told the same thing every time I call, but no payment has been 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

2018-03-16

Jupiter, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On or about XX/XX/XXXX, I experienced water damage to my home and in contacting my mortgage company, XXXX XXXX XXXX XXXX I was advised that I qualified for Mortgage Forbearance for a period up to six ( 6 ) months. At that time, I was advised that in order to qualify for the Federal Disaster Forbearance the area and/or state for which I resided had to be declared a federal disaster area. As a result of Hurricane Irma, the Florida region was declared such by Governor XXXX XXXX for Hurricane Irma that hit the Florida region on or about XX/XX/XXXX. In requesting and obtaining the forbearance I was advised that any missed payments would be due at the end of the loan. At no time during the conversation with the Roundpoint representative was it stated that I had to modify my loan to a 40 year period and have the taxes and insurance included. In fact, I was advised that several options would be available and disclosed to me three ( 3 ) months prior to the expiration of the forbearance period. On or about XX/XX/XXXX, I spoke with XXXX, Supervisor in Loss Mitigation for Roundpoint, who went over several options available to me. One of those options being a refinance period of 40 years, which would then include my taxes and insurance. I advised that I WAS NOT interested in that option and that I had no problem paying the taxes, insurance or mortgage and that I would rather continue under my current terms with placing the missed payments to the rear of the loan. He advised that he understood, but that I should contact Roundpoint on or before XX/XX/XXXX to advise of my decision as there was still time for me to think about my decision. On or about XX/XX/XXXX I received a XXXX letter advising of the new terms, should I choose to accept same. The new terms were that of a " cap and extend '' On XX/XX/XXXX, I contacted Roundpoint and spoke with XXXX who after several time of placing me on hold to obtain the correct information regarding the loan and its type, finally advised that after emailing XXXX, the terms offered was in fact a " cap and extend '' and that he had been advised that any modification i choose would require an escrow account. I then requested to speak with XXXX as what i was being told was not what was previously disclosed to me in XX/XX/XXXX, or a reflection of my conversation with XXXX in XX/XX/XXXX. At that time, XXXX became annoyed and didn't respond to any further questions, but rather just remained quiet while i continued to say " hello ''. I am completely dissatisfied with the manner in which Roundpoint has handled this forbearance matter. In fact, I have experienced repeated issues of conflicting information as to the signing of insurance drafts for the repair of my home, and now the issue with the forbearance period and my options after same has ended. No one seems to have all the facts available to the consumer that is one can make a definitive decision. I would like someone from Roundpoint to contact with a definitive answer regarding my mortgage going forward as reflective in my original loan documentation. The person contacting me should be knowledge about forbearances and going back to my original payments as I AM NOT interested in changing the terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-15

Hayward, CA

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

2018-03-15

Washington Green, CT

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

2018-03-14

Lake Lincolnd, NY

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

2018-03-14

Azusa, 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

2018-03-13

San Jacinto, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home was sold on XX/XX/XXXX to Roundpoint Mortgage There was a overage in the escrow account. I placed a forwarding address with the USPS prior to XX/XX/XXXX and also gave Roundpoint mortgage my new address. They stated the overage check was returned on XX/XX/XXXX. Which I was not informed of till XX/XX/XXXX. They will not let me speak with anyone in the escrow department. And stated they can not find the returned check. They stated it will take another 10 days yo stop payment and reissue another check. I am currently unemployed and need the monies owed me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-12

Brownwood, TX

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

2018-03-08

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have to inform you about what a horrible situation our Mortgage company is putting us in. After a bit of research, we are discovering we are not the only ones who have dealt with this in regards to Round Point Mortgage. Its been over 6 months since hurricane Irma destroyed part of our home. Our Insurance company has issued funds from our policy to start making the necessary repairs to our home so we can rebuild. But our mortgage company, Roundpoint Mortgage Servicing, is repeatedly refusing to release these funds!! They have received all necessary documents from us as well as our insurance company. We have sent the documents on numerous occasions and they continue to get lost. We have invoices with our contractor who needs to be paid for the services already performed. In addition, our home continues to sit, with no work being done, and with part of the roof missing. The damage being caused by environmental elements will continue to worsen the damage already done by the hurricane. This mortgage company is turning an already awful situation into a complete nightmare for our family and children. Can anyone offer any help or advice?
Company Response: Closed with explanation

Timely Response

2018-03-08

WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, I have a loan with Roundpoint Mortgage Services ( www.rpmservicing.com ), Loan # XXXX. On XX/XX/XXXX, they force placed insurance on my mortgage without notification. This amount is ~ $ XXXX/month, additional. I have made weekly phone calls since XX/XX/XXXX and continue to get the runaround. I have insurance both on my condo interior and the condo building has a master policy. In most recent interactions, I called Roundpoint multiple times in XX/XX/XXXX and spoke with two individuals from the Insurance department : XXXX on XX/XX/29 collected my insurance broker information and contacted the master policy broker for the details requested. XXXX indicated that I would receive a refund for the force placed insurance once the documentation be obtained. I called back on XX/XX/2 and spoke with XXXX. He confirmed that XXXX received the documentation and a refund should process in 7-10 business days. I have since not received a refund. Since XX/XX/26 through XX/XX/1, I called the Insurance Tracking dept everyday and would stay on hold for over 1 hour until I hung up. I called the main Roundpoint line on XX/XX/1 and spoke with a rep named XXXX. XXXX confirmed that no documentation confirming my insurance was captured on file or any record of my phone calls. She admitted that Roundpoint had recently changed their insurance servicer, therefore all prior information communicated went obsolete. She instructed me to resubmit my insurance documentation via email, which I did, and call back in 3 days. I have since called back numerous times and can not reach the insurance dept or a human to confirm receipt. I have also sent two requests to Roundpoint via email requesting resolution and have not received a response. I desperately need help as there was no need to forceplace an insurance policy on my mortgage and a deficit of $ XXXX monthly is much higher than I can afford to sustain! Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-06

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, we contacted our mortgage company. Roundpoint Mortgage Servicing to advise them that we have a tax abatement with the purchase of our property which was supposed to take effect as of XX/XX/XXXX however it had not reflected in our payment. The associate told us we needed tax documents from our township which we provided in 2 business days to them and confirmed it was received. We were told at that time that they would do a escrow study and make an adjustment to our payment and we would see the adjustment in our XX/XX/XXXX payment and within two weeks begin processing our refund which at this time was approximately {$5000.00}. Two weeks passed and we did not see any adjustment to our mortgage payment. We called roundpoint a third time and was told that for some reason the escrow study was not yet done but would be done then and finished before our XX/XX/XXXX payment came due. We also asked at that time to speak with a supervisor but was told one was not available but someone would call back. We never received a callback. Two weeks after that, we call again. We ask for a supervisor immediately and were given the run around. In the meantime while waiting for a supervisor, the associate advised us he would expedite the escrow study ( which still was not completed ) and to not make our XX/XX/XXXX payment until it was adjusted to reflect the tax abatement by XX/XX/XXXX, We were also told that someone would call us with the results of the new payment information and results of our escrow overpayment which now is over {$6000.00}. We waited until XX/XX/XXXX and have not heard anything. We contacted Roundpoint again today and spoke to a XXXX who stated that our escrow study was still not completed and asked for a supervisor. We were continually told that one was not available and we have been on hold for almost 3 hours with no resolution. They have still not told us when we would receive our escrow overpayment or make the correct adjustment to our mortgage payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-06

Kings Ferry, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The mortgage company ( Round point ) failed to set up payment of my homeowner 's insurance through my escrow account, but still charged me monthly for the escrow payment. When it came time to renew my policy the money was automatically withdrawn from my personal checking account. The insurance company has sent numerous invoices to roundpoint at theirs, mine, and the insurance companies request so it can be paid through escrow and my personal account refunded, but after many weeks round point has failed to do so. They have requested the information and my account notes show the insurance company has contacted them about this many times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-02

Orion Twp, MI

Trouble during payment process

Mortgage: VA mortgage

Complaint: On the morning of XX/XX/XXXX, after identifying a large increase in our automatic payment amount. I requested a copy of an escrow analysis through the online Document Request section. As of the date of this complaint, I have not received communication or the document requested. The information sought by my wife and I ( borrowers ) is the escrow analysis that changed our payment from {$2500.00} to {$2800.00}. Roundpoint never notified us of the change prior to or after changing our payment. There are miscellaneous changes to escrow on the following statements that were not and have not been communicated to us other than mysteriously showing up on our statement. Escrow Advance Recovery of - {$690.00} on XX/XX/XXXX Escrow Advance of {$450.00} on XX/XX/XXXX Escrow Advance Recovery of - {$450.00} on XX/XX/XXXX The maintenance of our escrow account is now a re-occurring issue that is negatively affecting us. These constant changes to our payments could be considered unfair, deceptive, or abusive. Not to mention, the lack of communication violates federal regulations. While we fully understand that changes can occur to taxes, we notified Roundpoint Mortgage Servicing Corporation of your errors in calculating our escrow. You ( Roundpoint ) insisted on refunding us what you incorrectly considered a surplus. This was against our recommendation as evidenced in a submission of a compliant to the Consumer Financial Protection Bureau - Case number : XXXX. As you will see in that complaint, Roundpoint Mortgage Servicing Corporation routinely fails to inform us of changes to our escrow account. We are now required to pay extra to refund the escrow. If this was a few dollars I would understand but it is a difference of hundreds of dollars, which again, is unfair to us. Your escrow analysis needs to determine our payments for the next computation year. Which you are failing to do based on the ever-changing escrow 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

2018-03-01

Struggling to pay mortgage

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

Company Response: Closed with explanation

Timely Response

2018-02-28

Dallas, 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