RoundPoint Mortgage Servicing Corporation

2017-12-29

Neotsu, OR

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

2017-12-21

Wallington, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My total payment with Mortgage, mortgage insurance, and taxes is {$1000.00}. On XXXX XXXX my payment raised to {$1600.00}. With such a large increase I called my Mortgage Roundpoint Mortgage ) and they claimed my escrow was short due to an increase in taxes. On XXXX XXXX I quickly went to XXXX and confirmed my taxes have not increased. They gave me a copy of my XXXX tax bill and preliminary tax for the first 6 months of XXXX. They also said no tax payment have been made towards a majority of XXXX and none of XXXX. I called back RoundPoint and they looked at where my taxes were sent, XXXX XXXX which is not my township. In addition they said my taxes were more than double of what my taxes actually are. They asked me to email them my form showing taxes from XXXX XXXX and we would use my grace period to adjust this. I emailed the tax document on XXXX XXXX. I had a 16 day grace period. On XXXX XXXX I called back and was informed the new anticipated date for completion is XXXX XXXX. I told them this was unacceptable, I need my taxes paid and I want to pay my correct amount. They said they would " escalate '' this matter and I 'd get a call back Monday the XXXX. No call on the XXXX. I called back Thursday the XXXX and still no update. Again it would be escalated and I should have a call in the next day. RoundPoint Mortgage has been accepting my payment and not paying my taxes. This sounded incompetent at first when they said they were paying the wrong township. The fact they put the burden on myself to prove the amount of my taxes, which I did and still taking over a month to fix this almost feels criminal. My taxes have n't been paid in 5 months and now my mortgage payment is late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-19

Cleveland, TN

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2017-12-16

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

2017-12-12

Brentwood, TN

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: This is not the first time RoundPoint has taken service of this " loan. '' RoundPoint first took service of this loan on XX/XX/XXXX. RoundPoint, the current servicer, undertook the loan on XX/XX/XXXX. This loan continues to bounce around due to the servicers ' negligence to file the proper documentation with XXXX XXXX. agencies, specifically, the tax accessor 's office and property clerk 's office. Formally, I demand all qualifying correspondence between XXXX XXXX XXXX and RoundPoint to be made in writing to the mailing address provided herein. Only a certified letter sent by me to RoundPoint will reverse this demand. I am making clear my desire to have my mailing address and phone number updated with RoundPoint in writing, because an employee of RoundPoint failed to do so during a phone call made by the employee and subsequently received by me on XX/XX/XXXX at XXXX, which lasted 4 minutes and 52 seconds : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , TN XXXX XXXX ( cell ) Transfer of Service And History of " Loan '' XXXX - XXXX took service of mortgage XX/XX/XXXX? -XX/XX/XXXX - Transferred to XXXX i. Issued XXXX Cancellation of Debt XX/XX/XXXX ii. XXXX filed on XX/XX/XXXX IRS Tax Forms on XX/XX/XXXX iii. Letter sent XX/XX/XXXX informing me the property taxes were paid by XXXX on XX/XX/XXXX. Sent by XXXX XXXX. Revenue Collections Department. ( XXXX ) XXXX. XX/XX/XXXX - Transferred to RoundPoint i. Agreement to Deed in Lieu of Foreclosure never sent for recording XX/XX/XXXX - Transferred to XXXX XX/XX/XXXX - Transferred to RoundPoint XX/XX/XXXX- 2 Phone Calls made to RoundPoint, established : Loan Number is : XXXX ( call on XX/XX/XXXX at XXXX ). Correct mailing address was given during phone call on XX/XX/XXXX from XXXX. Wasnt updated in the system. Updated mailing address during call to XXXX on XX/XX/XXXX at XXXX. Requested welcome letter. Never received one due to negligence and failure of RoundPoint to update address during phone call made by RoundPoint on XX/XX/XXXX. As seen in the timeline, XXXX issued a XXXX " Cancellation of Debt '' for the entire amount on the lien. This XXXX was filed on my XX/XX/XXXX IRS Taxes on XX/XX/XXXX. XXXX XXXX. shows the property titled in my name and without any lien ; I own the property free and clear of any lien. Given that XXXX, at the behest of XXXX XXXX XXXX, issued a XXXX cancelling out all debt associated with the loan, proper documentation must be filed with XXXX XXXX. agencies properly titling the property to XXXX XXXX XXXX. Otherwise, stop and discontinue further collections attempts and provide me the title to the property located at XXXX XXXX XXXX XXXX, TN 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

2017-12-11

Washington, DC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Roundpoint Mortgage Servicing Company Overpaid my city taxes by thousands of dollars and it has raised my mortgage over a 1000 plus dollars. I have researched the issues that I have and I have seen a methodical pattern of the same issues that others are having such as over payment of taxes which include double payments, refusal to show documents and long hold times and ultra vague answers. I was working with a customer advocate and the number given was to a non working number. I have not made my payment due to not having the finances to pay the extra 1000 plus dollars. I have read the complaints on your database and it shows that when they say they will waive the late fee. they will not once after the due date. The issues that I am having is no fault of my own but it looks like the time it takes for them to fix the issue you are forced to pay the high increases with push back from the company to get a refund. I have contacted legal council to advise me on this and to conduct research on these issues that others are having.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-07

Louisville, KY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I began the process of requesting the removal of PMI insurance. I was told by a representative in customer service that per their records I already had the required equity in my home, but needed to be 5 years into the loan to remove the PMI, which would be as of XX/XX/XXXX. I asked if it would be ok to go ahead and send the request for review, so that they could prepare / approve the request and remove it as soon as that was possible at the 5 year mark. The service rep said they were not sure it would be processed, but no reason not to try. I could not speak to anyone directly in that department, but there was an email and a fax. This started a long adventure and string of information sent to them. The email address is XXXXXXXXXXXX, and their fax is XXXX. I copied their fax machine electronically sending out each email. I emailed and faxed the request to remove PMI from my loan starting on XX/XX/XXXX. Surely, it seems this could be processed by now. Everything is always about what their procedures require ... but they are not reasonable and they are not competent or else they are not honest, at least not in my experience. I sent emails and fax requests, with signed requests for the PMI removal, on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I requested each time that they send me confirmation of receipt via email ; I requested each time that they send me confirmation they would review and process the request ; I requested each time that they email me confirmation once the PMI removal was complete. Bottom line, this never happened or I would not be bothering you ... they did have someone call in XX/XX/XXXX or XX/XX/XXXX, saying that the form was not the correct form, but they 'd mail me the form, as the form for the removal of PMI on an FHA loan could not be found online. I never did see those forms, and eventually when I called back in XX/XX/XXXX they did tell me the correct form could now be found online, and each request after that time ( starting XX/XX/XXXX ) was the correct form. I was promised last week on XX/XX/XXXX that they 'd send me an email that day or the following day, that the PMI would be removed, and that the removal of PMI would hold with the new servicing company. This week when I called on Tuesday XX/XX/XXXX, they informed me that request was cancelled / they could not process it, because they did n't have time ... they had sold my loan. The new servicing company, XXXX XXXX, has a service number of XXXX ... their representative said they did n't have me in the system yet, could not locate my loan, but could by tomorrow. I can tell you, unless you tell me you can solve this, I will sue them in small claims court shortly. I also have on file the 22 emails with attachments. I also have several recorded phone calls, some lasting over an hour, where I was promised a return call from a manager or supervisor ( none was ever currently available ). Those return calls never came. I expect the new servicing company will give me a similar runaround or a different story. With Roundpoint it was just wait and wait and we 'll deal with the processing when the time comes. The new company will probably have a whole new set of hurdles and procedures, so I feel cheated already. I have wasted clearly many hours of my time and effort with nothing to show for it. Total ripoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-06

NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Quick Summary : My home mortgage loan is secured with Roundpoint Mortgage Company. I have been a consumer of theirs since XX/XX/XXXX. When I bought my property, I had the taxes reassessed and lowered. The property taxes for the remainder of XXXX were lowered and have remained so into XX/XX/XXXX. Step 1 : What is this complaint about? Escrow account with RoundPoint Mortgage Company ( specifically property taxes ) XX/XX/XXXX Step 2 : What type of problem are you having? I have on numerous occasions, both faxed and emailed the updated taxes to Round point Mortgage for them to apply to my escrow account. I have spoken to them on the phone, and they have told me that they can only do anything when the billing information from the township tax office is sent to their tax department at XXXX. I both faxed ( XXXX ) XXXX XXXX and emailed XXXX the new billing and assessed value, that was PRINTED DIRECTY FROM MY TOWNSHIP. And no one has applied the new assessed value to my escrow account. This was a problem during the current year XX/XX/XXXX. However, to make matters worse, they have gone in and INCREASED my XX/XX/XXXX property tax assessed value ( which makes no sense at all ) for each quarter. The increase is dramatic, and will result in an escrow shortage ( of which there is no merit for a shortage ) because the estimated taxes should have DECREASED for XX/XX/XXXX. The original tax billed in XX/XX/XXXX before the appeal was {XXXX} The property was reassessed from {XXXX} to {XXXX} The bill was decreased after the new tax appeal, and was adjusted to a total of {XXXX} for the year XX/XX/XXXX. The current XX/XX/XXXX bill per quarter is {XXXX} = approx. {XXXX} in property taxes for the year. The entire year of XX/XX/XXXX I paid the same amount to Round Point, they never readjusted their tax amounts. The same has happened for XX/XX/XXXX, however to make matters worse they 've ignored the updated taxes and have actually " anticipated '' an increase ( according their XX/XX/XXXX estimated taxes due ) in my escrow details. ***ROUNDPOINT MORTAGE UPDATED XX/XX/XXXX ESTIMATES** CITY/VILL TAX XX/XX/XXXX {XXXX} XX/XX/XXXX {XXXX} XX/XX/XXXX {XXXX} XX/XX/XXXX {XXXX} = Estimated total : {XXXX} Step 3 : What happened? Nothing. Customer service has expressed to me that the escrow account is wrong, but can only update it when they receive the tax billing from my township. I have forwarded the billing DIRECTLY from the township tax office to the designated tax department at RoundPoint and they have done nothing. It offends me that I have been ignored since XX/XX/XXXX, and have done everything correct. However what really offends me is that someone in some department went in and actually changed the estimated property tax amount due in escrow for the XX/XX/XXXX year. Increased it dramatically when it should have been decreased dramatically. These people are scamming me by influencing the amount due per month by increasing my escrow, since they can not influence the interest rate. I also requested an ESCROW ANYLSIS 2 times and have never even been responded too. About the only thing this company gets right the bill comes on time every month. Scammers. Step 4 : What company is this complaintabout? Round Point Mortgage Company 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

2017-12-06

Lufkin, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I pay our mortgage using the bill pay at my bank we have paid this way every since we had the load with no problem all of a sudden we are notified of foreclosure proceedings that the payments have not been paid for 3 months the bank says that it has been paid we have had no notice that the payments were not paid at all just a court date fore foreclosure Evan though the payments were paid,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-05

Downers Grove, IL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-02

Baltimore, MD

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

2017-11-30

Bueche, LA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: The mortgage loan was closed on XX/XX/XXXX, and the remaining amount for closing was paid by me on XX/XX/XXXX to the Titling Company. I was not aware that the Title Company would take 48hrs to post the payment causing the payoff to post to Roundpoint Mortgage on XX/XX/XXXX. This in return caused the XX/XX/XXXX monthly payment to be reported as a 30 day late payment to Roundpoint Mortgage. The property that Roundpoint Mortgage was servicing was sold. I have contacted the creditor and explained the situation a number of times. I also sent the creditor the letter from the Titling Company showing that is was by no fault of me that the payment was paid on XX/XX/XXXX instead of XX/XX/XXXX. The creditor informed me that it was n't anything they could do about it because they have to report the date the payment posted regardless of what I have informed them. I was current with all my monthly payments due to the creditor the entire time that I had the loan which should further prove I was not trying to be late with any 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

2017-11-30

Birmingham, AL

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

2017-11-29

Glenmont, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage fell behind due to loss of my job in XXXX XXXX. I was provided a settlement offer on XXXX XXXX in which I wired the amount requested to reinstate within the time they had given me noting that the next regular payment would be due in XXXX. The house went into foreclosure on XXXX XXXX XXXX the letter was dated XXXX XXXX XXXX and funds of {$2000.00} were requested via wire transfer by XXXX XXXX. The funds were wired on XXXX XXXX XXXX in the amount of {$2000.00} to Round Point Mortgage Servicing Corp. They sat on the funds until XXXX/XXXX/XXXX when the wire was transferred back into my account. In XXXX of XXXX a letter was then sent stating they put the incorrect year and amount for the reinstatement. Since then I have spent months trying to get to get this loan through mitigation and a package complete. They mail letters that take XXXX days to arrive and in XXXX the sheriffs sale notice was served. I have called in every other day since XXXX trying to get a complete package for review. My initial application was submitted on XXXX/XXXX/XXXX to Roundpoint. I have spoken with at least XXXX different reps and only twice to the rep assigned to my loan. I am now hoping that they can complete their review in time to stop the sale on my house XXXX/XXXX/XXXX. I have been in my home since XXXX and never have I ever encountered a mortgage company that could not provide service quickly and accurately. Half the time I send email and only half of a 30 page pdf is received I have resorted to adding all of the folks I have talked to plus the mitigation email address on the submission in hopes that one of them will actually process all of the paperwork. You can not get management on the phone even if you request to talk with someone. I have gotten ONE returned call out of 8 requests. My mitigation package was noted as complete finally on XXXX/XXXX/XXXX after months of re submissions and letters of explanation or reapplication due to expiration of previous application. This has and still is an ongoing nightmare and as of today XXXX/XXXX/XXXX they can not tell me if I have been approved for anything and they can not guarantee that my home will not still be sold on XXXX/XXXX/XXXX. There is no escalation process for review and I have been told that on at least a dozen occasions now by the reps at RoundPoint. Due to the systems and process that they ( RoundPoint ) have in place I fear that I will lose my home on the XXXX of XXXX and have nowhere to turn for assistance other than an attorney at this late date. I have never had anyone take this long to review and approve loan information. This is deplorable and I feel that because there is equity in my home that I am not being pushed through because they stand to make more money on a sale than I currently owe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-29

Everett, WA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XXXX/XXXX/XXXX I made a payment to XXXX XXXX. This mortgage was then sold to XXXX XXXX mortgage company on XXXX/XXXX/XXXX. XXXX XXXX does not show that I made a payment on XXXX/XXXX/XXXX, the payment has not be reflected onto my mortgage balance. I have attached my bank statement showing the payment made as well as a statement from XXXX XXXX showing that the payment was received. XXXX XXXX is saying that XXXX XXXX never forwarded them the payment. I have reached out to both XXXX XXXX and XXXX XXXX several times over the last two months and have not gotten any response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-27

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-27

Middletown, RI

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

2017-11-27

Bedford, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX I was called by Round Point asking if I wanted to refinance my home. I was paying {$1200.00} a month and they said they could drop my payments to {$1100.00}. I was skeptical about it and asked several questions assured my payments would be lower. In XX/XX/XXXX I was called saying that I still owed {$500.00}. When I asked they said they had sent a letter telling me that they had miscalculated my Escrow and I have to pay {$1500.00} a month for a year, then my payments will be {$1300.00} after that. I recently lost my job and almost at the end of living off of my retirement I cashed in. I will likely lose my house and the 50 % custody I have of my children. I would never have refinanced if I had n't been sold on lower payments. They miscalculated when they created the loan? Someone only cared about their commission and XXXX the numbers. This is a VA loan. I hope other veterans are not treated the same.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-21

Brandenburg, KY

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

2017-11-20

Bergenfield, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-11-18

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is a general complaint about the mortgage industry. As a XXXX I understand the workings but as a homeowner I am XXXX off about it also. I go to a lender to get a loan for a house, I choose a reputable company to do business with and do my due diligence in selecting a company with a good track record and customer service. Just about every company will then sell my loan to someone else to service for the life of the loan or until it is sold again. This is my problem, I have no say in who is able buy and service my loan, I get nothing but a headache when dealing with them. They do not estimate my escrow correctly and now I am hit with an additional $ XXXX/month. When they took over my loan the monthly payment dropped over a hundred dollars, so I knew this was coming at some point. It does not take a rocket scientist to look at taxes and insurance and come up with an escrow plan. But for someone on a fixed income or tighter budged could be XXXX. I cant even refinance with a good company because there is a good chance that it would then get sold and who knows I might end up with the same horrible service company I am with now. I think consumers should have the RIGHT to say yes or no to who services their loan. I would never choose a company with horrible service or a bad track record when it comes to escrow management. I know this will never see the light of day but as a XXXX this is a problem that needs to be addressed as the consumer has no choice in the matter and it is WRONG! 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

2017-11-17

Cape Coral, FL

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

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

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-14

Quartzsite, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I followed the procedures to have my PMI removed on XXXX/XXXX/XXXX from my mortgage payment and I meet the qualifications set up by Roundpoint Mortgage. My XXXX is at XXXX XXXX after a recent appraisal which is better than the XXXX XXXX requirement and I have made several calls to Roundpoint Mortgage regarding this because they initially called and lied to me using an incorrect calculation for XXXX. They said that I did not qualify to remove the PMI and the person I spoke to had no idea what they were talking about regarding the XXXX calculation or an understanding about mortgage insurance. After several calls I finally reached someone that understood how to calculate XXXX and they agreed with me that I meet the qualifications, yet I have not been able to speak with a supervisor and associates I speak with also will not transfer me to the mortgage insurance department. I explained that I would be reporting them for fraud.
Company Response: Closed with explanation

Timely Response

2017-11-14

FL

Closing on a mortgage

Mortgage: VA mortgage

Complaint: I would like to report Mortgage Fraud. We closed a loan on a refinance with XXXX XXXX in XXXX XXXX they paid our property taxes for XXXX upfront and then the previous mortgage company had also paid the property taxes as well. This caused an overpayment for property tax which was refunded by the county Commisioner 's office in XXXX, GA. The refund was sent back to closing officer in the amount of {$1900.00}. The closing officer stated he was instructed by XXXX XXXX to return the refund to them. XXXX XXXX ( XXXX ) stated that they then sent the refund of {$1900.00} over to RoundPoint Mortage around XXXX XXXX. Roundpoint then took refund for Property taxes and placed it in a suspense account instead of returning it to the homeowner because taxes were already paid in full. Then Roundpoint decided to just take {$600.00} of the property tax refund and apply it to principle mortgage and there has been no accountability of the remainder. {$1300.00} is still unaccounted for according to XXXX at XXXX XXXX XXXX. As a result the mortgage was then transferred over to XXXX and with a deficit in escrow it has now caused me injury where my escrow account was short and they advanced monies to pay property tax which led my house payment to be increased over XXXX a month for not having enough in escrow. Where is the refund? As far as I am concern this is theft by mortgage company. You can speak to me or my wife in reference to this incident. I 'm a veteran and this is a disgrace how they do what they want with your hard earn money. Some of these banks are out of control and taking advantage of the average citizen. Please help. Thanks.
Company Response: Closed with explanation

Timely Response

2017-11-09

Middletown, DE

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