RoundPoint Mortgage Servicing Corporation

2018-02-01

Irvine, CA

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

2018-02-01

Fort Pierce, 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

2018-01-31

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was under the impression my mortgagor would draft my bank account twice per month (24 payment per year) rather than every two weeks (26 payments per year). In XX/XX/XXXX, they drafted my account on XX/XX/XXXX $XXXX, XX/XX/XXXX $XXXX, and XX/XX/XXXX $XXXX. The last draft, just 8 days after the middle draft, put my bank account into an overdrawn position. I fear that Round Point will now draft two additional payments during the month of XX/XX/XXXX.I believe RoundPoint Mortgage has violated financial and consumer protection laws. I have notified them I am filing a complaint with the Consumer Financial Protection Bureau to this effect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-31

Orlando, 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

2018-01-26

Plattekill, 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

2018-01-25

Glenview, IL

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

2018-01-24

Humble, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-01-24

Washington, DC

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

2018-01-23

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

2018-01-21

Herriman, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Starting with my XX/XX/XXXX payment and with each monthly payment through XX/XX/XXXX in addition to my monthly payment, I included an additional {$10000.00} dollar payment to go to paying down my outstanding principal. This was submitted with the companies own payment coupon and was clearly stated for what each amount was being payed. These additional payments have not been properly posted to my account. Before the {$10000.00} payments were credited against my outstanding principal, the next month 's payment was subtracted from it and the remainder credited to my outstanding principal. This has resulted in my outstanding principal balance being too high and me being over charged on interest owed. I have written letters to my mortgage company twice asking for this problem to be corrected and my outstanding principal balance to be brought up to date. These letters were sent on XX/XX/XXXX and XX/XX/XXXX. The first letter resulted in my balances being corrected for XXXX and XXXX but not for XXXX Another attempt to correct the situation was made by Roundpoint Mortgage but that did n't address the over charges made for interest due and thus did n't resolve the problem. As of today ( XX/XX/XXXX ) my outstanding principal is stated as being {$130000.00} instead of the {$130000.00} that it should be. Each month that this continues only compounds the problem. I am being over charged on interest and my payments against my outstanding principal are smaller than they should be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-17

KS

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We purchased a home through XXXX in 2015. We never missed or was late with payments. We later learned they transferred the mortgage to Roundpoint Mortgage Servicing. Again, we have never missed or been late with payments. If this is a " mortgage servicing '' company, do they own the mortgage or are they servicing it for XXXX. Neither will answer this question. The problem is Roundpoint is rude and difficult to deal with. They charge {$10.00} fee for using the automated system, which is absurd, but we used it once to make sure we were not late with the payment. Now they have sent us a threatening letter saying they will our bank information anytime they wish. I have explained to them we are calling our bank and blocking them from charging our account any further as they have they payment and {$10.00} fee. I only authorized a one time fee but they seem to think they can take whatever money they want. Most important - who owns the 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

2018-01-16

Houston, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On late XX/XX/XXXX, we asked RoundPoint Mortgage Servicing Corporation to reduce our monthly mortgage payment of {$2300.00} which we considered was extremely high and we were unable to pay. We have a FHA loan for a small townhouse of 1893XX/XX/XXXX sqft. and at that time our interest rate was 3.625. They asked us to fill out a Borrower 's Assistance application to see how they could help us. The application was delivered to the Hardship Department on XX/XX/XXXX per the attached XXXX receipt. The person assigned to our case was XXXX XXXX which throughout the process was extremely rude. Nonetheless, he approved us for an initial trial period plan for a modification agreement ( attached ). I would like to highlight that before we signed the trial agreement, XXXX said that WE ONLY HAD TO PAY WHAT WAS ON THE AGREEMENT, SO 4 PAYMENTS FOR {$1800.00} EACH. Instead RoundPoint kept collecting in the background the original mortgage payment of {$2300.00} WITHOUT TELLING US ANYTHING. We complied with all 4 trial payments which led to the approval of the Modification Agreement ( attached ). It was only after we had signed the Modification Agreement and completed the paperwork that 2 late payments appeared on our credit report, one for 30 days and the other for 60-90 days!!! We complained to RoundPoint asking why they had reported 2 late payments to the credit agencies and they answered that it dated back to the trial period and that because it was a " trial '' agreement and not yet the modification agreement, we still had to pay {$2300.00} monthly. We told them that XXXX had clearly stated that we only had to worry about the trial payments, nothing else! If we asked RoundPoint for help in the first place was because we could n't make payments of {$2300.00}. But instead they lied to us and never told us what they were doing in the background. We have never been late 30 days on any payment! Now we have 2 UNFAIR late payments on our report that will stay there for 7 years!!! They are by far the worst mortgage company out there. You will only read the worst reviews about them in the internet.They are extremely disorganized, unprofessional, dishonest and should be out of business!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-16

Kendall, FL

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

2018-01-12

NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was with XXXX XXXX. After signing, they notified me that they put the wrong insurance company on the paperwork and made me resign things. Then they sold it to Roundpoint XXXX. They immediately tried to raise my monthly payments because they said they had paperwork with the higher insurance price. I called XXXX and they supposively fixed it. Then in XXXXXXXX 2017, I get notification from Roundpoint that they were selling my mortgage. But after they decided to sell it, they did an escrow analysis and decided my payment should be increaed from {$1400.00} to {$1500.00}. When I contacted the new mortgage company, they told me that apparently Roundpoint was paying two different insurance companies ( incorrectly ) and that extra {$1200.00} was them mistakingly paying the new insurance. When they did their escrow analysis, they failed to notice they were paying two different insurance comanies. Instead they noticed a shortage for the year of {$1200.00} and decided that I should make it up PLUS increase my payment to cover it for the next year. So they raised my mortgage by {$200.00} knowing they were selling it and the new payment would be to the new company. However, because they sold it, they new company is unable to do an escrow analysis for 60 days and expected me to pay the extra money until they could. Thankfully, I asked my issue to be escalated and XXXX XXXX was willing to figure this all out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-12

Manassas, VA

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

2018-01-12

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: " Due to hurricane IRMA on XXXX XXXX, XXXX, we submitted an insurance claim for damaged and lost personal property. The insurance company made the check payable to us and Roundpoint Mortgage Servicing Company, NMLS ID # XXXX. We sent this check in the amount of {$3700.00} to them on XXXX/XXXX/XXXX for their endorsement and return but still have not received this check back. I try calling them and their phone system keeps dropping the calls. I e-mailed them with no response to date. We are trying to replace personal property and can not do this until we get the funds returned. It should n't take this long as their mortgage does not encumber personal property. This was explained to them in my transmittal letter sent with the check. It is making me nervous that they are unable to be contacted nor do they respond to my e-mails. '' This is the original complaint. We originally sent them the statement of loss from the insurance company on XXXX XXXX, XXXX which identified the payment for loss as " contents '' and also more recently the personal property inventory listing. Continue to have difficulty getting through on their phone system, no response to e-mails or messages left on their website and " Chat '' representative could n't help. Still have n't received our insurance proceeds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-12

Bellingham, WA

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

2018-01-11

San Jacinto, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, we requested Roundpoint to remove our PMI, and requested an appraisal to be done. Being a licensed XXXX XXXX, I am aware of the current comparable sales in the community and was confident that our property would appraise at a point where it would meet the LTV to at least 80 %, given the upgrades we had done. On XX/XX/XXXX, an appraiser came to our home to do her appraisal. On XX/XX/XXXX, we received a letter from Roundpoint that our request to remove PMI was denied due to the LTV based on the original and current property value does not meet the agency/investor eligibility criteria. It also noted that the principal balance of our mortgage loan has not reached 80 % of the original value of the property. Based on the appraisal, our home was valued at $ XXXX, which is lower than what we anticipated, with a loan balance of $ XXXX. A similar home ( same plan ) backing a street with an upgraded backyard, which we also do, sold at $ XXXX, and another home with the same plan sold at $ XXXX. Our home should have appraised at $ XXXX at a minimum. I called the lender and requested a copy of the appraisal, since I would like to dispute the value it was appraised at. I was told that I should get a copy electronically within an hour. Days passed and did n't get a copy. On XX/XX/XXXX, I called the lender twice and requested an electronic copy of the appraisal explaining that I never received a copy from my original request. I was told that I should get it within 48 hours and not after an hour as I was told previously, since it needed to be requested from a 3rd party. I waited and waited, but nothing was sent in my email. On XX/XX/XXXX, I called the lender again and mentioned that based on our recent mortgage payment in XX/XX/XXXX, our loan balance has dropped to $ XXXX, and with the appraised value of $ XXXX, we should be able to get our PMI removed. I was told that it could not be removed because it does not meet the agency/investor eligibility criteria of LTV at 75 %. From the time we signed our loan documents for the purchase of our home in XX/XX/XXXX, the PMI was disclosed to be removed when we reach LTV at 80 %. Mortgage servicers must give borrowers an annual statement that shows whom to call for information about canceling mortgage insurance, but we do n't remember having received anything form Roundpoint regarding a requirement of 75 % LTV. This lender was not the original lender we obtained the loan from. It was sold to them shortly after we closed on our purchase in XX/XX/XXXX, from XXXX XXXX XXXX, followed by XXXX, and finally, we ended up being serviced by Roundpoint. We are therefore requesting assistance to get Roundpoint to remove the unnecessary PMI from our mortgage payment, as they are currently basing the eligibility from the agency/investor criteria, instead of what we were told when we obtained mortgage loan. Additionally, Roundpoint has not provided us with a copy of the appraisal report, as requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-11

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home mortgage has been with Roundpoint Mortgage. In XX/XX/XXXX, I paid {$270000.00} in addition to my monthly payment. That brought my loan to a total of just over {$2000.00}. Roundpoint turned off my autopayment without notifying me. They called to say I was late on my XXXX payment. This was a surprise. I requested the payoff letter. Roundpoint provided the payoff letter. I then completed payment of the remaining balance for {$2100.00} per the payoff letter instructions ( removing the XX/XX/XXXX late fee amount per the customer service rep 's instruction - as she entered a request for it to be waived on XX/XX/XXXX ), going directly to XXXX XXXX XXXX to complete the transaction on XX/XX/XXXX. Roundpoint Mortgage continued to call, stating that I was delinquent in payment from XX/XX/XXXX. I then submitted to Roundpoint the transaction receipt from XXXX XXXX XXXX as payoff proof and requested that Roundpoint research this matter on XX/XX/XXXX to the email account that one of their customer service agents suggested. Roundpoint Mortgage sent an automatic receipt of reply, and they also sent a paper letter stating that they were reviewing this. To my ongoing surprise, Roundpoint continues to call me multiple times per week stating that I am delinquent in payments from XX/XX/XXXX. I received a letter dated XX/XX/XXXX that I am in default in the amount of {$4700.00}, which is greater than my remaining balance prior to payoff. Today I spoke with customer service at Roundpoint Mortgage. The agent was very helpful. He found my previous correspondence along with the payoff receipt, and apologized for the issue ( it is unclear why research was dropped ). He said he will work with accounting to locate the wired funds and reconcile payment for the remaining balance. He said he would follow up with me on this accounting issue. My concern is that I have spoken with multiple agents at Roundpoint Mortgage, the ball has been dropped more than once, and my credit is being threatened. I would like Roundpoint Mortgage to show that they have not inaccurately reported delinquent payments against my credit. Thank you for any help you can provide in this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-10

Georgetown, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been hung up on multiple times. Called and harassed the whole month of XXXX about a payment that was made and denied to speak to a supervisor. I just want to know where my money is going. Every month or every other month it is the same thing and it should not be this hard. I send in my coupon and fill it out where my money should be applied. They take it upon themselves to put money wherever they choose to put it, then harassed me and say that I am late, or my rates are increasing because my escrow is low. They sent me all of my payment information and it only shows half the information and is not helpful at all. I really want to know where my money is going and need help resolving this issue. Hours on the phone, and emails and nothing is resolved. This mortgage company is beyond awful and I refuse to give them more money for them to do whatever they want with it. I have stellar credit, and do not want them to report badly. I ca n't refinance because my payments to them are so messed up that I 'm not sure how much I owe and what information is actually correct. They need to be out of business because they do n't know what they are doing!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-08

Finksburg, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Roundpoint Mortgage Servicing I submitted my Loan modification application with all proper documentation on X/XX/2017. The company kept saying they did n't receive it or it wasnt complete. During that time they even removed my application and said I had to start over. I resubmitted 13 times and made hundreds of calls over the past few months. They finally said my application was complete on XX/XX/2017. I am awaiting their response now. I believe my application should have been fast tracked and I still have to wait.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-08

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: RoundPoint has transferred my mortgage to XXXX XXXX XXXX , XXXX ( XXXX ) on XX/XX/XXXX. I was informed not to process any payments after XX/XX/XXXX to Roundpoint and that I needed to do nothing about automatic drafts scheduled after XX/XX/XXXX as they would not be processed. RoundPoint processed the automatic payment from my checking account on XX/XX/XXXX and failed to immediately transfer this payment to XXXX as a received payment for XXXX. XXXX processed an automatic payment from my checking account as a result on XX/XX/XXXX. I contacted RoundPoint to ensure this balance would be transferred before my XXXX due payment but the several contacts to the company did not resolve this and XXXX processed another mortgage payment from my checking account on XX/XX/XXXX. Upon contacting RoundPoint after this, I was informed that they put my money in a suspense account rather than transferring it with my loan to XXXX. I have contacted them again and they still have not transferred my money to apply to my mortgage with the new company. This has resulted in my finances being interrupted as these funds have been tied up for the past month. I 've made countless long calls, have had multiple failures to escalate, been called a liar about this payment, have been transferred to the main queue to start all over during calls, and not received any of the multiple callbacks promised by RoundPoint 's customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-04

Smyrna, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I called Round Point Mortgage on a few months ago on XX/XX/XXXX to make a payment over the phone. The lady asked if I 'd like to set up automatic payments for the future. I asked her ... to make sure ... that it would NOT auto draft a separate payment that same month out of my account. She said no- ( seems like a silly question but this is exactly what happened ) on XX/XX/XXXX my monthly mortgage was drafted out of my account again. I was devastated because this was right before XXXX. Not only did this drain my account but now it was going to make me financial unstable during the holiday season along with other bills I had to pay. I called Round Point back to file a complaint and to ask them why this happened. They proceeded to tell me it 's because I set up auto payments but in reality ... I even asked to make sure it would NOT be taken out a second time. I stayed calm as they told me they would send me a check in 2-3 business day and followed the correct procedure by providing them with bank statements to show the withdraw. A few days passed and I never received a check. I called back round point for them to tell me " Oh, I 'm sorry they meant to tell you 5-7 days '' - ok wow. Whatever ... so I waited a few days. I called back again after I did not receive a check. Then someone said " Oh, well I am sorry they should have told you 10 days '' ... wow, now I 'm getting angry. I waited a few more days - I never received a check. I then called back to ask if they could please cancel this check and send me a new one since this one was apparently lost in the mail or never made it to my address. I called back and asked for this issue to be escalated- they told it would take another 10 days before I got my check. This time I asked for it to go to a different address ( my boyfriends house - in case something was messed up with the mail or that address ) I called after another 10 days ... .they still told me to wait. I explained to them numerous times this was a huge burden on me - and this was Round Points fault in the first place - they were welcome to listen to the call if they 'd like. I have been patient enough- I called them to threaten a complaint with the CFPB and " now '' they said they would send me a check in the mail over night .... I am done playing their games. I need this money to pay my bills. I 've been so stressed about bills and was not able to afford to get my family what I wanted because I refuse to miss a payment on any bills ( and I 've never missed a payment ) just to prove a point. At this point this complaint it necessary and this issue needs to be investigated. This could be happening to more people than just me- I know how stressed and frustrated I have been because it is now XX/XX/XXXX and I still have yet to get my {$1300.00} back into my account. I 'm furious and never get the customer service I deserve with this 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

2018-01-03

Hinsdale, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a loan modification with my lender and I was declined because I have a loan modification in 2012. The lender said my lender only allows one loan modification for the life of the loan. I asked who the investor is and the lender refused to give me the name and contact information so i could follow up with them.. This servicer has been known to mislead and I am trying to make sure I am given a fair accessment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-03

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX XXXX, we were impacted by Hurricane Irma. We have a XXXX XXXX Mortgage which is being serviced by RoundPoint Mortgage Servicing Corporation.In XXXX we were contacted by RoundPoint Mortgage on a "recorded line" to see if we were impacted by the Hurricane. We were advised that based on our mortgage, they were offering a 2 month forbearance agreement, where we could skip our mortgage payments for the months of XXXX and XXXX and those months would be put back into the loan which would be modified accordingly. We were advised that there would be no reporting to credit bureaus during this time and we would not have to worry about this having any negative impact on our credit. We were told that we would not have to provide any additional information or paperwork for the modification, since it was being offered due to the impact of the hurricane, knowing we had never been late with any mortgage payment since the inception of the mortgage. We were told that we should resume making our regular monthly payment in XXXX XXXX, and upon the next mortgage statement we would be notified of the modification and any difference in our monthly payment.Since we were impacted financially by the hurricane and have excellent credit, we decided to take advantage of the help being offered with the forbearance agreement. During the months of XXXX and XXXX, we received calls from RoundPoint Mortgage on a recorded line, aprox once a week, reiterating the forbearance agreement.As of our XXXX statement, we had not yet received any modification of our loan as originally indicated by RoundPoint, so we made our regular XXXX XXXX mortgage payment as advised per the forbearance agreement. I called RoundPoint Mortgage several times during the month of XXXX on a "recorded line", to see when we would receive the loan modification which was to include the forbearance months of XXXX and XXXX XXXX. Each time I called, I was told that the modification was being worked on and the updated info would be received shortly.On XXXX XXXX, XXXX, I received a secured email from RoundPoint Mortgage stating that they received our request for a modification of our loan. There was no mention of the forbearance agreement and the email indicated that this is a hardship loan modification, with no mention of the Hurricane that began this entire process. The email included a long hardship loan modification application, requesting all kinds of documentation that would normally be requested for a refinance or similar. We were never once told that we would have to apply for a hardship loan modification.Feeling frustrated and confused by this email, as the information contained within was completely different than what was agreed upon per the forbearance agreement/ modification, I called Roundpoint Mortgage. While on hold, there is a recording indicating that our mortgage was behind in payments and do I plan on making the XXXX payment via this call.After a long hold time, I speak to a representative that confirms that my payment for XXXX XXXX is past due. I explain that our loan was part of the forbearance agreement including the months of XXXX and XXXX XXXX, which were supposed to be put back into the loan with a modification. The representative was able to confirm that I was correct per my file, however in XXXX XXXX, XXXX XXXX decided to change the forbearance agreement, and was not offering us the loan modification per the forbearance agreement originally offered. In addition, I was told that the mortgage payment we made for XXXX was applied to the past due XXXX payment, which is why their records indicate that our payment is past due for XXXX.I told the representative that this was unacceptable and that XXXX XXXX can't just change the forbearance agreement program they offered, not only to us but thousands of other people who were impacted by the Hurricane. The representative told me that this is a problem they are now dealing with and they can not control what XXXX XXXX does since they just service the account.So,I got an apology and was told that unfortunately there was nothing they could do. We would need to pay 3 months of mortgage payments to bring us current, since if we make the XXXX mortgage payment, it would be applied to the XXXX payment showing past due. Other option, apply for Hardship loan modification.This scenario is absolutely wrong, unfair and complete deception. It should not be allowed and something needs to be done about it. This is effecting us and I am sure many other people monetarily, emotionally, and could also negatively impact our credit which we take alot of pride in.We would like XXXX XXXX to step up to the plate and make good on the forbearance agreement and modification that was offered to us and anyone else who was impacted by the Hurricane. We did not pursue or ask for the forbearance agreement, it was offered. Now that offer was rescinded without notice, which is really inconceivable.Roundpoint Mortgage will be able to verify and confirm all the same information, which is why something needs to be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response