RoundPoint Mortgage Servicing Corporation

2017-11-09

Houston, 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

2017-11-08

Lexington, 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

2017-11-08

Caldwell, NC

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

2017-11-06

San Antonio, TX

Incorrect information on your report

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

Account status incorrect
Complaint: I 'm currently in the XXXX XXXX and during the last 2 years, I was mobilized twice. My auto-payments were going on-time, but due to a technical glitch, my bank sent me a letter to physically contact the recipient and send the payment, but I was on XXXX and never got the letter. Though I had the money and gave it when I returned, they reported a 30 and 60 day late payment. After talking with a representative of the XXXX, I was told I could have those two late payments removed, as per the law, but I have not been able to do so. I was overseas. Now I 'm unable to get a Home Equity loan or refinance my home. Please help.
Company Response: Closed with explanation

Timely Response

2017-11-06

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had my previous mortgage with RoundPoint Mortgage ( RPM ) for servicing which I got refinanced in XXXX XXXX. So RPM got the full balance i.e. {$380000.00} on XXXX/XXXX/XXXX. On this dat my escrow balance was showing {$10000.00}. However they deducted one more XXXX on very next day ( XXXX/XXXX/XXXX ) of amount {$3200.00} which is their fault. After this XXXX my escrow balance went up to XXXX. After this they issued my refund in three separate checks of amount 1. ) XXXX 2. ) XXXX and 3. ) XXXX. I deposited all three checked in my wife 's account. After few days one check of amount XXXX was returned to us by our bank. When I checked with RPM they said they stopped payment on it but they could not explain why they did so. After conversation they agreed to re-issue they check which will reach in another week or so. I did not get any check so I called after 3 weeks on XXXX XXXX XXXX. I was shocked to hear when they said they do not owe that amount to me. I explained to representative everything, I ha gone thru the transactions and she accepted their fault and promised refund in a week. However I did not get any check and called them today XXXX/XXXX/XXXX and got to know they did not issue any check. I have all the documents with me but I can bet if you will ask a middle school student to go thru my account and transactions he will figure out the difference. Unfortunately it is very difficult to explain the same to RPM customer representatives as I have seen them struggling with simple addition and subtraction. I would request you to take this matter as I doubt they are running a scam to cook the transactions at the time of closing account as everyone will not notice it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-03

Lexington, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-10-27

Bremen, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-10-25

Phoenix, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Good afternoon, I purchased a home through XXXX XXXX and my home closed on XX/XX/XXXX after a VERY long drawn out process. My first payment was due to XXXX XXXX on XX/XX/XXXX. I reached out to XXXX XXXXXXXX to ask how I make my payment and was advised to mail my payment to XXXX XXXX. I was told my loan was going to be transferred to a new servicer ( I was not informed of who the servicer would be ). I made my payment early and mailed in a Cashiers check to XXXX XXXX which they received AND cashed on XX/XX/XXXX ( confirmed by XXXX XXXX because I got a letter on XX/XX/XXXX saying XXXX was taking over my loan as of XX/XX/XXXX so I wanted to confirm they got my payment ). Round Point Servicing contacted me early XXXX to advise my payment was late. I let Round point know I was n't sure what they are referring to because I made my payment to XXXX XXXX and got conformation from XXXX XXXX at XXXX XXXX that XXXX development received the payment. I received a letter in the mail from Round point around XX/XX/XXXX or XX/XX/XXXX stating my loan had been transferred to them as of XX/XX/XXXX. I am in the middle of a battle with Round Point and XXXX XXXX to try and figure out resolving this " late or missing payment '' issue. I have been in contact with XXXX XXXX numerous times and I feel my needs are not being met. I was informed by XXXX XXXX at XXXX XXXX that this would be handled and if I had any issues with Round Point to reach out to them and they will handle it. The last few times I have reached out to XXXX XXXX about this issue it has been ignored. I 'm told someone will follow up with me shortly and nobody ever calls me back or emails me back. I sent an email on XX/XX/XXXX advising I still need help because Round Point calls and emails me all the time about this missing payment. I 'm not sure what else I can do at this point as my needs are not being met, I was not informed of this servicing transfer until after it took place, I 'm being harassed by Round Point, and nobody can seem to get back in touch with me at 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

2017-10-24

Clermont, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After Hurricane Irma, I received an automated email from my lender, RoundPoint Mortgage ( Account # XXXX ) regarding assistance for FEMA victims, of which I was one of, residing in Florida. I was told I could do one of two things. To take advantage of reduced payments, or no payments at all, I could pick the next three months and either pay it all back at the end of the three months, or they would have me sign a form to put the payments on the back end of the loan. I chose the latter option and instead of paying {$1200.00}, I 'd pay {$500.00} for the next three months. I received my bill at the end of XX/XX/XXXX for XX/XX/XXXX, and it showed {$500.00}. I then received a letter stating that by doing what I did, they were going to contact all three credit bureaus and list my issue as a forbearance. That means I am going to get dinged on my credit. NOT GOOD. Today, I received an invoice for XX/XX/XXXX stating that I missed XX/XX/XXXX 's payment and they now want {$1200.00} for last month and {$1200.00} for this month. What they did with the {$500.00} I paid them in XX/XX/XXXXwas just apply it towards the principal as an " extra '' payment. I have written to the CEO, XXXX XXXX and have received no response. They were offering to help FEMA victims, but all they did was attempt to ruin my good name and credit and I want something done about 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

2017-10-23

Willingboro, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage servicer Roundpoint Mortgage has kept me on a treadmill for close to 3 years and despite sending them hundreds upon hundreds of documents over this time has never conducted a review for homeowner assistance options. I have an FHA loan insured by the government and I know that there are programs available to help me. Despite my best efforts Roundpoint has never actually considered me for any of these programs and has now set a sale date of XXXX XXXX. This is very disappointing. I served my country proudly as a XXXX XXXX XXXX for 27 years and am a veteran of the XXXX XXXX. I then worked for XXXX for 37 years and am now retired and on a fixed income. I do n't want to lose my home and feel that Roundpoint is denying access to these programs that should be made available to me. I have owned my home for 15 years and refinanced through XXXX XXXX in XXXX into this FHA mortgage loan. My problems began in XXXX, when my wife XXXX XXXX after a 5 year battle with XXXX. I am retired after working 37 years at XXXX and also served in the military for 27 years. I live on my pensions and SSI and with her passing I was not only emotionally devastated but the household income was literally cut in half. To make matters worse soon after my mother and then my brother XXXX XXXX as well. I was overwhelmed financially and emotionally and ended up defaulting on the mortgage. Shortly after that the loan was transferred to Roundpoint. I eventually got back on my feet financially and began trying to get Roundpoint to work with me to resolve the delinquent payments. Over the course of three years I have been unable to make any progress despite sending hundreds upon hundreds of financial documents to Roundpoint for review. I have the means to afford a reasonable payment and qualify for these programs but Roundpoint has continually kicked the can down the road and set a foreclosure sale date for XXXX XXXX. I have worked with an account manager who has been helpful, but I can never seem to make it to the next step. I feel that Roundpoint is purposely obstructing this process -- my financial situation is not that complicated and I have provided them every document they requested more than once. Yet Roundpoint never moves forward -- they never offered me the option of mediation through the state of New Jersey as required by state law They never provided Occupied Conveyance paperwork for me after setting the sale date. Instead they have thumbed their nose at the rules and marched towards foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-23

Collingdale, PA

Applying for a mortgage or refinancing an existing 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

2017-10-19

Birmingham, AL

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

2017-10-18

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

Mortgage: VA mortgage

Complaint: Roundpoint mortgage company sold my loan to XXXX. I was never notified. For 5 months my mortgage was not paid ( it was on XXXX XXXX. I do not live in the XXXX and only found out about this when a XXXX XXXXXXXX XXXX contacted me about foreclosure. Since then, I contacted XXXX and paid the 5 months I was delinquent by phone. The very next day, and everyday since, I have tried to access XXXX XXXX website and it doesnt work. I have read tons of complaints about this company and am worried they didnt process my payment or some other shenanigans with my account. Please help. I would like to file complaints against both companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-18

Val Verde, TX

Incorrect information on your report

Mortgage: VA mortgage

Complaint: My mortgage was sold to Roundpoint mortgage service in XXXX XXXX. I have had continuing issues with my ability to pay my mortgage through their automated service. I continually called from XXXX XXXX through XXXX XXXX to find out why I could not pay my mortgage online nor would the automated phone system verify my account. It took an average of 20 minutes per call to have a new representative each time research the issue. At some point I was told that my social security number was not correct. It was verified that the paperwork they had was correct, but someone had entered it into their system incorrectly. I was asked to submit a copy of my social security card to show proof even though the documentation they received was correct. During that six month period I also contacted their consumer ombudsman, I never received any calls or e-mails from the ombudsman, until roughly three months later, which was a letter saying they have received my grievance. To this day I have not received any follow-up. In XXXX of XXXX the issue was resolved and I was again able to pay online. In XXXX of XXXX the issue resurfaced. I called on at least three occasions, one in XXXX XXXX, and twice in XXXX XXXX. During the first call in XXXX XXXX I was told I will receive a flow-up call in 24 hours, which never happened. On the second call in XXXX ( after waiting 30 minutes to talk to a rep ) I was told a supervisor will call me back in 2 hours. I also was assured by the representative, that as a consumer advocate, she will ensure it was followed through on. She even sent an e-mail with her info. I never received a call, I did send a reply email to her on the following workday notifying her I did not receive a call. I never heard anything back from the consumer advocate after three days waiting. In the two years I have had to deal with this company ( which was not chosen by me ) I have called to report the same issue over 10 times with absolutely no resolution. Lastly the social security number incorrectly input into the system has now been linked to me on my credit 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

2017-10-16

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage that is serviced by RoundPoint Mortgage Servicing in XXXX, Tx. In XXXX of XXXX, due to health reasons, we filed a Chapter 13 Debtor Reorganization Plan. The Mortgage is paid outside of the plan. At that time, Roundpoint stopped sending us statements, escrow statements, or acknowledgement of payments received. I keep getting statements from XXXX XXXX and From FEMA regarding taxes and flood insurance. Roundpoint will not acknowledge the escrow balances and will not say whether they are paying the taxes and Flood Insurance. They claim they can not talk to us but our attorney and we authorized them to talk directly to us. Roundpoint now says they never received the authorization even though they told me before they had received it. We have no way of knowing when the payments are received and if they are being applied in a timely manner nor how they are being applied. I believe they are out of compliance by not sending us statements and advising us of amounts due. I do not know if they are applying the payments late and accumulating late charges in order to make our mortgage larger. Like I said, we signed a document stating that we would not hold them liable for speaking directly to us under the blanket order from the bankruptcy court. Our attorney agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-14

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made 2 complaint to consumer financial protection bureau already round point mortgage altered the terms of my loan by escrowing the taxes and insurance and returned my payment no taking my money I want them to remove the escrow account and reimbursed my my escrow money I made complaint on XXXX XXXX XXXX please help me they altered my payment to XXXX and when I sign contract for 30 years I supposed to pay 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

2017-10-13

Campton Hills, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have contacted my mortgage company roundpoint consistently over the past 2 months to try and resolve my escrow issue. I have asked repeatedly for a copy of my original documents to be sent to me but have yet to receive those, or find a resolution for my account. I have now been assigned to 3 different customer advocates none of which are ever available for calls nor do they return my calls. In the interim I have reached out to customer service to try and resolve this but have been told every time I need to speak with my customer advocate, which never pans out. I am unable to contact anyone or receive a 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

2017-10-12

MS

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/2017 XXXX XXXX XXXX XXXX XXXX raised my house payments on the original contract from {$700.00} to {$920.00}. the company said I was behind on escrow payments which included property taxes that I do not have to pay due the law that I am XXXX XXXX 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

2017-10-12

Patterson, MD

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: AS of XX/XX/2017, I am two weeks late on closing on my short sale because my mortgage company will not approve allowable charges under the terms of the loan. They are claiming HUD wont approve but my attorney has gotten written documentation on the HUD approval for the charges. Roundpoint has been retaliating against the me because I have been sending complaints up the chain because of their POOR practices and work processes. They have held up my short sale or months. These delays are constant RETALIATION and should be against the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-11

Chula Vista, CA

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

2017-10-06

Finksburg, MD

Incorrect information on your report

Mortgage: VA mortgage

Complaint: I had a mortgage account with Roundpoint Mortgage services out of XXXX, NC. I had fallen behind on my mortgage payments up until about XXXX XXXX, 2016. At that time I paid my account up to date including all past due payments and late charges. However, the company still reported my account 90 days past due even though it was paid before the end of the month, the amount was about {$4500.00}. I have tried multiple times by contacting their customer service line to have the problem corrected. The customer service escalated the issue to another department, which I do not know the specific name of, which I was never actually allowed to speak directly with. I also disputed the issue through the credit bureaus. With the disputes I submitted copies of the mortgage statement that should the amount paid and the date. It also showed that no outstanding balance was due. I finally filed a complaint with the better business bureau. I received a call from the company and was told they would look into it and take care of it. After receiving the results they still refused to correct the information, stating that the reported XXXX late, not XXXX. All of these attempts have still not corrected this issue, which I have been attempting to fix for approximately 9 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-03

Seneca, SC

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

2017-10-02

Houston, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage servicer is Roundpoint. I have had ongoing problems with their escrow and insurance department. Recently, they increased my monthly payments, claiming it was because my insurance rate went up. However, my policy with my insurance agent was set to expire on XX/XX/XXXX, and I am not renewing with that company. I notified Roundpoint of this, and the agent I spoke to on XX/XX/XXXX, XXXX, claimed that their insurance department received a statement from the insurance saying that my insurance was going up {$200.00} per month. I contacted my insurance agent and confirmed that this never happened, and that the renewal estimate they sent me ( not the Mortgage company ) was nowhere near a {$200.00} increase per month. When I spoke to XXXX in the insurance department on XX/XX/XXXX, they claimed the increase was for another home owners insurance policy from another carrier ( XXXX ). I had trouble confirming the policy with that carrier, and had never authorized Roundpoint to pay them. My policy had been through XXXX the whole time. I asked Roundpoint for some proof that I authorized them to make a payment to XXXX, and they could n't produce it. The agent event stated that there was no record that they ever sent me any written documentation or confirmation of the change ( email or regular mail ). She stated they had left me a voicemail message 4 months prior, and because I had not responded to that, they decided to pay and enact the new policy because it was a lower premium, despite no authorization from me. Then they claimed that they were increasing my payments {$200.00} per month to cover the money they sent XXXX, again which I never approved, never authorized, and they NEVER sent me anything in writing to document the change.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-02

IN

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have been having problems with keeping up with my mortgage payments. Roundpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX, NC XXXX is the servicing agent for XXXX XXXX XXXX XXXX, the holder of my mortgage. In XX/XX/XXXX, I put the mortgaged property on the market. I did find a buyer quickly, with a closing date in XXXX. I had divided the property to make it more attractive to a buyer who did not want to be a landlord. I was not able to keep up with the payments at this time, so I contacted Roundpoint and let them know that the closing was in XX/XX/XXXX, and they would be paid off at that time. Their customer service people indicated to me that was acceptable, and ceased calling me about being behind in the payments. They gave no indication that there would be any derogatory information reported to the credit bureaus. Roundpoint did file derogatory information during XX/XX/XXXX. The closing on the property created another problem. XXXX XXXX made an error on the closing statement, and left me with a {$2700.00} balance to be paid on the mortgage. Roundpoint did commence billing the balance in XX/XX/XXXX, even though I had paid off about {$130000.00} of the {$130000.00} balance. They insisted that the payments start then, and would be at the same amount as before. No adjustment would be made. I am still having problems keeping up with the payments. In XX/XX/XXXX, I requested that Roundpoint pay the property insurance out of the escrow. Roundpoint did not, and I paid for the insurance in late XX/XX/XXXX to avoid cancellation. I have requested that Roundpoint move the insurance money from escrow, and apply it to my principal balance. They refused, on the basis that I am one month behind on the mortgage. I would have been able to get current on the mortgage if I did n't have to make the insurance payment. There is {$1400.00} in escrow. I have paid the insurance on the property, and the property taxes are taken care of. There is no reason to hold the money in my escrow account. This money would take care of almost 2 months of the principal and interest on the mortgage. Roundpoint would rather leave my struggling to make the payments than release the escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-29

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: my mortgage servicing company is roundpoint mortgage servicing corp. I have this company since the purchase in XXXX the company offers 2 major ways to pay mortgage through mail and online. in my case I use the two methods, no preference at all. my complaint is that this company has a very lousy management team, when you make your payment through mail the payment does not get reflected online and creates confusion for the customer, for example right now I am due for my next payment, I have in my check book that I already made my XXXX payment by mail and still the website reflects that it is due on XXXX / XXXX. I have called them already 2 because of this problem and also have written numerous emails to their staff talking about this problem, I am really sorry but in my opinion they are not paying attention to customer service and somebody has to step in and get things straight.
Company Response: Closed with explanation

Timely Response