RoundPoint Mortgage Servicing Corporation

2017-09-29

Nevils, GA

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

2017-09-29

Patterson, MD

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX : I was supposed to close on my short sale today but I am no where near that because roundpoint mortgage is not providing quality timely responses. They have denied every allowable charge submitted by peace mailing responses. I'm not coming to the table with anymore money. Roundpoint should pay for closing assistance, ground rent, hoa, water assessment as allowable charges!!! If the buyer walks away it's going to be Roundpoint's issue. Enough of the run around!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-28

NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My Mortgage was sold twice in 1 month. It was first sold to RoundPoint acct. # XXXX and secondly to XXXX XXXX acct. # XXXX. Both expected payment on XX/XX/XXXX. Payment was mailed on XX/XX/XXXX for due date XX/XX/XXXX to Roundpoint as required and in compliance with my resposnibilities as a mortgagee. This check was cashed. XXXX began collection efforts on XX/XX/XXXX, see Consumer Financial Protection Bureau complaint # XXXX. RoundPoint has yet to forward the XX/XX/XXXX payment to XXXX. This is over 30 days. I am asking for confirmation that RoundPoint has made payment as required for the XX/XX/XXXX mortgage payment. Both companies are not entitled to the same payment. This is a problem between the two companies and not the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-27

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-26

Ashburn, VA

Struggling to pay mortgage

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

2017-09-25

Aston, PA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-09-25

Warrenton, 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

2017-09-22

Alameda, NM

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

2017-09-21

Buffalo, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-21

Boston, 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

2017-09-19

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was purchased/sold to round point mortgage. I made payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX for the amount of {$2000.00} in agreement with the mortgage and escrow payments required. The double payment in XX/XX/XXXX was due to a miss payment when setting up the auto-pay when the mortgage was purchased. It was the payment of XX/XX/XXXX. The payment for XX/XX/XXXX and XX/XX/XXXX was $ XXXX due to a shortage in escrow balance. Round point had a higher minimum amount that the original loan agreement. The next due payment is now for {$2300.00}. Again an increase in escrow due to a shortage. Under further investigation into my account, Under Taxes I am not listed responsible for XXXX XXXX for {$2000.00} and for XXXX XXXX {$1700.00} ( the county I live in ). That is the reason my escrow has increased. This is a mistake by Round-point mortgage adding the additional county erroneously. In my attempts to fix the issue that want me to send in my tax bill. I have not received it yet, and I should not be required to do anything to fix my account back to the original monthly payment. I have tried to escalate within the ranks for Roundpoint and have been hung-up on and placed on infinite hold. What they are doing is illegal and I would like to get in resolved as soon as possible. After a second call back I have been told to give them at least a week to resolve the issue. I am still filling this complaint in case it is not resolved correctly and should have never occurred.
Company Response: Closed with explanation

Timely Response

2017-09-17

Ahtanum, 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

2017-09-17

Chicago, IL

Incorrect information on your report

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

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

Timely Response

2017-09-15

Ashburn, 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

Untimely Response

2017-09-15

Alameda, NM

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

2017-09-13

Akron Canton Region Airport, OH

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

2017-09-12

San Diego, CA

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
Complaint: I believe the 30 day late payment marker on my credit report by XXXX should be removed. XXXX made an error where they stopped my auto pay, never notified me that auto pay had stopped, allowed a missed payment to happen, did not send out my statement on time, and never contacted me regarding the missed payment. I have had auto pay set up with my roundpoint mortgage from the XXXX time I started payment. Sometime between XXXX XXXX and XXXX XXXX the auto payment stopped. I did not realized it had ended and thus missed a payment. There was never any communication from roundpoint that my autopay had stopped and a payment was not made. No phone call, email, or letter. I did not notice the missed payment until I received my follow on bill. In the attached statement you can see where the statement was sent 1 day prior to the payment being due. Once I realized the payment had been missed I immediately paid both the missed and current statements. I also reenrolled in auto pay. No reason was ever given as to why auto pay stopped or why the statement was late. I find it disingenuous that roundpoint has dinged my credit even though I have never missed a payment and was relying on their auto payment system. Further I was told it was my responsibility to check my statements but even in that case roundpoint did not get my statement out to me on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-12

Ashburn, 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

2017-09-11

Sacramento, CA

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

2017-08-30

Honolulu, HI

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

2017-08-30

Mineola, NY

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

2017-08-30

Fort Stewart, GA

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

2017-08-26

Birmingham, AL

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: my wife and i were approved for the hardest hit alabama program because i lost my job the program agrees to pay the mortgage for us for 12 months round point mortgage has reported to XXXX and XXXX 30 plus days late which is not our fault i attempted to make a payment online but do to the status of the account was unable to because the program makes the payments so it will not allow you to pay the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-25

Smyrna, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Notes for RoundPoint Mortgage ( XX/XX/XXXX tax payment {$2800.00} ) 1. In Fall XX/XX/XXXX, our mortgage was sold to RoundPoint and our monthly payment was set at {$920.00} 2. In XX/XX/XXXX, we received our monthly bill from RoundPoint. It had increased from {$920.00} to {$1100.00}. We looked over the bill and realized our escrow was short, so we had to make larger payments to make up the difference. 3. We have since made four payments at the value of {$1100.00} ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) 4. I called RP on XX/XX/XXXX to discuss when our payment would eventually return to the original {$920.00} amount. The customer service rep. explained about our escrow shortage and informed me that an escrow analysis on our loan had been performed in XX/XX/XXXX. The rep also explained that documentation was sent to us notifying us of the shortage and increased monthly payment. We did not receive any such notification, so I requested the customer service rep. to email me the documentation. 5. During this same XX/XX/XXXX phone call, the RP customer service rep informed me that beginning in XX/XX/XXXX, our monthly payment would increase again due to several shortages. He mentioned taxes being a possible issue as well as an issue with our PMI rate/payments. 6. I called the XXXX XXXX Tax office on XX/XX/XXXX and was reassured that our property tax was fixed at 4 %. I was also informed that an approx. {$1800.00} check that was mailed to us in XX/XX/XXXX was supposed to go our mortgage company to cover the escrow shortage. We were not informed of this, so we deposited the check into our savings account. 7. I called RP back again on Friday, XX/XX/XXXX to inquire about the {$2000.00} payment increase. Again, the term PMI was mentioned and I requested three documents. Our original mortgage agreement, and the two escrow analyses performed by RP. All three documents were emailed to me ( note : these documents have been uploaded with this complaint with file name XXXX ). Upon inspection, I noticed that the original escrow analysis and notice informing us of the $ XXXX-XXXX increase was sent to an old address. We bought our home in XX/XX/XXXX, and the first escrow analysis/notice was mailed in XX/XX/XXXX to an old address. Hence why we never received the first increase notice. Even though we have lived in our new address for 5 months ( the address to which the mortgage is attached ) 8. After looking over all three documents, I consulted with a close friend who has a strong financial background. Together we realized that for whatever reason, my monthly PMI payments had been deducted but not paid out to RP. Meaning : since the purchase of my house in XX/XX/XXXX, I was paying {$86.00} a month for PMI, but that money was not being sent to RP. RP then deducted 9 years worth of PMI payments as opposed to 9 months. This clerical error, paired with the escrow shortage, caused a significant increase in my monthly mortgage payment. 9. I called RP again on Friday, XX/XX/XXXX and spoke with XXXX. I informed XXXX that we understood the escrow shortage but did not understand the $ XXXX-XXXX payment increase. I also informed him of the 9 year PMI deduction mistake. XXXX assured me that I was correct and that a mistake had, in fact, been made. He also informed me that a new escrow analysis would be conducted once the PMI mistake is corrected. From there, we could fix our escrow shortage. XXXX told me that I would be hearing from RP on XX/XX/XXXX, but we have yet to receive a phone call. 10. I called RoundPoint on XX/XX/XXXX to follow up. The customer service representative assured me that the process was still ongoing and RP was waiting for the PMI reimbursement. Once that occurs, the reimbursement will be added back into my escrow account and a new escrow analysis would be issued. I asked to speak with a supervisor at this point, but was told they were all in meetings. Again, the customer service rep. assured me that this could be fixed prior to my XX/XX/XXXX payment due date. 11. Called RoundPoint on XX/XX/XXXX and was informed that a reimbursement check was mailed, but had not arrived. I was assured that a representative would call once the issue was resolved. No phone call occurred. 12. Called RoundPoint on XX/XX/XXXX and spoke to a customer service rep. named XXXX. XXXX could not tell me the location of the check nor why any progress had not been made. After being put on hold for 45 minutes, I asked to speak with a supervisor again. I was told that all supervisors were in meeting, but XXXX stated he would have one call me back. No call-back has occurred. XXXX also told me that I could request a customer advocate to take over my case if I wanted. This was the first time I have heard of such an option. I told XXXX to do that, and again, was told that a customer advocate would be in touch in a day. 13. XX/XX/XXXX I have yet to receive a phone call from either a supervisor at RoundPoint or a customer advocate. My XX/XX/XXXX payment is due on the XX/XX/XXXX, and at this moment, the issue is not resolved and I will be charges {$2000.00} for a mistake made by RoundPoint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-25

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have tried to resolve my escrow account with roundpoint mortgage mutilple times. They took over servicing in XX/XX/XXXX of 2015 and did not pay the second parcel. They refuse to fix the situation and I do n't know how to get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response