RoundPoint Mortgage Servicing Corporation
Consumer Complaints
There are over 1384 complaints on file for RoundPoint Mortgage Servicing Corporation. Dated between 2019-11-22 and 2012-06-22.
Complaints Page 27
2017-01-04
Phoenix, AZ
Loan modification,collection,foreclosure
Mortgage: VA mortgage
Complaint: We are in the process of short selling our home and have filed a complaint regarding Roundpoint Mortgage 's lack of assistance during the process. This complaint is regarding the excessive amount of time it is taking Roundpoint Mortgage to update the short sale approval date extension. We sent an addendum to them on XXXX XXXX, XXXX, as you can see in the attachments and still have not received a response back from them as of today 's date, XXXX XXXX, XXXX. We have made several other attempts to contact them via phone calls/voice mails and through email, as you can see from the attachments and yet the closing date still has not be approved nor have they responded to us with any status change. During XXXX phone conversation, my husband was told by a Roundpoint representative that they were unable to open the PDF document we sent them with the addendum reflecting the closing date. No one at Roundpoint responded to our request for confirmation of receipt of the addendum so my husband spent an hour on the phone trying to get a representative to confirm the receipt only to be told they were unable verify the file could be opened for a minimum of 48 hours. After pleading with the service rep, XXXX, she did provide her personal e-mail and confirmed the file could be successfully opened. The short sale has been approved once, but at this pace, the extension that we requested is going to need to extended due Roundpoint 's lack of urgency and lack of action we are enduring.
Please help! This is a simple approval extension.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-01-03
Dix Hills, NY
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-01-01
Oakland, CA
Loan modification,collection,foreclosure
Mortgage: Conventional adjustable mortgage (ARM)
Complaint: I entered a mortgage loan agreement with Roundpoint Mortgage for a short-term loan on an investment property located @ XXXX XXXX XXXX in XXXX, Ga. When the loan became due, the market did not support selling the property, so i sought a loan modification. Surprisingly, this process took well over eighteen ( 18 ) months, with the lender CONSTANTLY requesting updates on paperwork, e.g. my income, account balances, etc. When the modification was finally offered, it was not based on the amount i had owed at the time the loan expired, but included the months of payments during which the loan had been in abeyance. [ Please note that i had continued for the first 6 or 7 months of the process to send my former monthly payment amount ( in excess of {$1200.00} ), but Roundpoint always sent back my payments, saying they would only accept the full loan balance. The result was that at the time of the Modification Offer, a huge amount had been added to the principal, making my monthly payments HIGHER THAN THEY HAD BEEN BEFORE (! ), and i clearly was not able to make these payments.
At this point i offered to sign the deed to the property to Roundpoint, but they refused. They said I had to try to short sell the property. Meanwhile, they started FORECLOSURE proceedings. I retained a realtor, and got an offer for the property, but Roundpoint turned in down, stating that the offer must be for {$170000.00} or more. I put the property back on the market, and my realtor obtained a signed contract for the requested amount. Meanwhile, the Buyer relocated to the area of the home, pending CLOSING. [ Please note that foreclosure proceedings ( i believe not in good faith ) had been re-instated ]. THREE DAYS before the scheduled closing WITH THE OFFERED AMOUNT THAT ROUNDPOINT HAD REQUESTED, Roundpoint proceeded with foreclosure!!! This is despite the fact that all along i had agreed to sign the deed to the property over to Roundpoint, & only went through the Short Sale at their request.
Their foreclosure disrupted the Buyer, cost my Realtor her anticipated commission, and left me with a credit report reflecting a foreclosure which has worked to my severe detriment since the time the foreclosure was entered XX/XX/2016.
I would like Roundpoint to be compelled to delete the foreclosure. I would like my credit report to show a " Deed-in-lieu '' or some other disposition of this transaction that does not have the significant & severe impact on my credit report & my credit score, I will greatly appreciate any help you can give.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-29
Tampa, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My mortgage states that PMI can be cancelled at my request at 80 % of LTV or the mortgage company has to cancel PMI at 78 %. My mortgage company has declined to cancel PMI despite having reached the 80 % LTV point. They claim an appraisal is required. I have contacted the loan originator ( loan has been sold ) who has confirmed that a second appraisal is not a requirement. My mortgage company has refused despite multiple phone calls and and requests in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-28
FL
Settlement process and costs
Mortgage: VA mortgage
Complaint: Greeting, I 'm appealing to CFPB, for legal and contractual assistance, because of a long standing issue with lender and affiliated mortgage servicing company. And, I also have acknowledge to Dept. of Veteran affair that Lender/ Servicing co. , has declared a " Notice of Default & Intent to Accelerate ''. On XX/XX/XXXX, I signed legal-size contractual document to re-finance mortgage at my Home address. What I could not understand, If the XX/XX/XXXX was disbursed date, and a Notary agent would conducts the signing and closing on the XX/XX/XXXX. Then why did Notary agent notarize legal-size document on date of signing. And, leave me a copy of signed documents on disbursement date of signing. There was XXXX set of legal-size of document of contractual agreement! How difficult it 's to take time to do both set to bind a contractual agreement! But, it did not happen that way, at my home address on the XX/XX/XXXX. I have to wait and receive this legal-size documentation at a later date. After, 6 month of requesting of signed Legal-size contractual mortgage documentation from XXXX. ( XXXX ), inform me, of a new mortgage servicing company would replace current XXXX mortgage servicing co. I did paid XXXX, XXXX, & XXXX mortgage payments, to XXXX mortgage servicing co. only for new servicer, Round point Mortgage servicing co. requesting XXXX mortgage payment. At this point, I became Irate and frustrated of what was happening and having to backtrack all payment made and, to assure my escrow account was accurate as well. I then filed a complaint to Florida Office of Attorney General, questioning the validity of my mortgage contractual. After withholding XXXX & XXXX payments, Roundpoint mortgage servicing co. finally mailed me Letter-Size copy of mortgage contract. Which seemed to alter the day of actual signing of Legal-size of un-emboss notarize mortgage contract. I did not signed contract on the XX/XX/XXXX. There was XXXX mortgage payment dues, and I was not at my residence on this date, I doing errand on this day. I believe RoundPoint MSC, Breach contract by altering the closing date of actual signing day of mortgage contract. It my hope that CFPB will help me, to challenge this mortgage of the above company are in compliance with State Statues 702.015, that govern " Original Note ''. I believe, with integrity & ethic, if I 'm to be held accountable to this mortgage, must they also be held accountable too! Not to mention the appearance of an alter date. If I indeed signed these documents on the XX/XX/XXXX, on legal size paper, will it change the date of Disbursement XX/XX/XXXX. When I was serve a ( LIS PEDEN ) foreclosure notice in XX/XX/XXXX, less than 3 month of residence on the property. Resulting, in a HUD investigation of XXXX. The seller of the property, And, managers of XXXX and XXXX getting federal jail time, for allegedly misappropriating of funds. I 'm now convince that XXXX and/or Roundpoint MSC, are not in compliance to Florida State Statue 702.015 " Original Note '' or " Promissory Note '' NOT copy of original documentation to this property. Which maybe, why XXXX employed mortgage servicing company to get around complying with any State Statue, that may apply to my mortgage
Company Response: Closed with explanation
2016-12-27
Wesley Chapel, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-27
Barnsboro, NJ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-27
Lockhart, FL
Loan servicing, payments, escrow account
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
2016-12-22
Park Ridge, IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-22
Liverpool, TX
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My home flooded. I received a check from my insurance company endorsed it sent to Roundpoint Mortgage. I have been sending them information from myself and my contractor for 2 months and still have not received a check to pay my contractor for the work they have already performed. They tell me what info they need. I send the requested documents time passed while they work on it then they need more or different documents. Told that all documents are in order check will go out the next day. Wait a week for the check and then call and no still not approved need some more documents. The will not give me my insurance money. Every time I call it is someone with a different story and I can not talk to anyone who can make a decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-22
Five Points, NC
Loan servicing, payments, escrow account
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
2016-12-22
Troy, OH
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: We paid off our loan on XXXX/XXXX/16. They held on to our escrow money until supposedly disbursing it on XXXX/XXXX/16. It 's now 24 days since disbursement date and 42 days since paying off the loan and we still have n't received any funds. This should have been part of the settlement of the pay of the loan, not something where they hold on to my money for months after paying them off. I 've reached out to them 7 times now. I receive no communication back from them. The only time I got a hold of them, they told me to wait another week and I should get it. That was on XXXX/XXXX/16! It 's now XXXX/XXXX/16!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-21
Tustin, CA
Loan modification,collection,foreclosure
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
2016-12-21
Houston, TX
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Roundpoint took the XXXX 2016 mortgage payment from my account even though it transferred the loan to another servicer in XXXX. When I realized this had happened, I called to ask. They have been saying for 3 weeks that the payment is on its way to the new servicer, but the new servicer had not received the payment as of XXXX XXXX. I requested some sort of control/wire/transaction number to proof that they had sent out the payment and were not just sitting on it, but they have refused to provide any proof. Their only response is to keep waiting ( even though it 's been 3 weeks and they think it 's believable that mail takes this long within the US ). Given this company 's terrible reputation, I 'm very concerned that I might lose my money or not see it again in months. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-21
Mabank, TX
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: In XXXX XXXX, my family experienced a hardship ; due to loss of income and illness. In XXXX XXXX, we applied for home retention services with Round Point Mortgage Servicing. After working odd and ends temp jobs, my husband found stable employment in XXXX XXXX. After sending in multiple duplicate documents, our modification package was deemed complete in XXXX XXXX. We were approved for a trial modification in XXXX XXXX, which required us to pay {$1200.00} for three months and upon completion we would receive a permanent modification in 30 days. We called once a week for 4 1/2 months, waiting to receive permanent modification documents ; the servicing was horrific! After writing an unanswered QWR and escalating calls to Supervisors ; we finally received permanent modification docs in XXXX XXXX. The payment was higher than our original mortgage note and brought us little to no relief. Besides the fact that out delinquency is now sitting in a second lien position with XXXX and we now on title, owe more on our mortgage than we did when we closed on our home back in XXXX XXXX. In XXXX XXXX, we received a letter informing us that our servicer would be changed to XXXX XXXX XXXX. We were happy with our new servicer and the amazing customer service we received. The downside was, that credit reporting would lapse for two months and we would n't have the opportunity to have positive mortgage credit rreporting for 60 more days. In XXXX XXXX, we received another letter advising that our mortgage was being transferred back to Round Point Mortgage effective XXXX XXXX, XXXX. This was devastating! Not only because our mortgage would be back in the hands on this incompetent servicer, but we would have yet another two month delay in positive mortgage credit reporting. We reached out to the Investor of our mortgage XXXX XXXX Mortgage, and the horrible treatment continued. We were told that our QWR was never a QWR, that any and all credit reporting issues were all our fault for becoming delinquent and that explanation for having our mortgage tossed back and forward between XXXX servicers was not necessary. Lastly, we were advised that our attorney had failed to reach out to them ( What attorney? We have no legal representation, neither have we ever claimed such. ) We take full responsibility for becoming delinquent on our mortgage. However, once monthly income was re-established we complied with everything our servicer and investor said. We have been paying our monthly mortgage since XXXX XXXX ( including the XXXX trial payments ). Due to careless, unfair, unprofessional, predatory servicing/lending ; our mortgage is still not affordable, we owe $ XXXX on our home, when our home sold for only XXXX, our credit reports only reflects XXXX out of the 14 months of consistant monthly payments we 've struggled to make and the Investor of our mortgage will not hold themselves or their servicer accountable for the poor and incompetent handling of our mortgage. Please help us!
Sincerely, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-20
Arlington, MD
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-20
CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Despite multiple attempts orally and in writing ( see attachments ) Roundpoint Mortgage Service Corporation refuses to correct erroneous records regarding its timely receipt of mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-17
Ft Myers, FL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I have refinanced my mortgage and had a closing on XXXX/XXXX/XXXX. My old mortgage was serviced by roundpoint mortgage servicing corp.I had a escrow account with a approximant balance of {$8000.00}. The mortgage was funded on XXXX/XXXX/XXXX .The Property taxes were due in XXXX so the new mortgage company made me pay the property taxes at closing in the amount of {$5900.00}. I contacted Roundpoint and asked them when they would be sending me my escrow money and they said they would be sending me a check for {$2000.00} that was remaining in my account in a few weeks. That was on XXXX/XXXX/XXXX. I asked them about the other {$5900.00} and they said that they paid the taxes with that money. I told them that I already paid the taxes at closing and have called the XXXX county tax office to verify and was told that the only money that they received was from my closing. I have made several attempts to resolve this but I keep getting lied to by roundpoint. They told my on XXXX/XXXX/XXXX that a check was mailed to me on XXXX/XXXX/XXXX for {$2000.00}. I called again today XXXX/XXXX/XXXX and now they say that it was only processed on XXXX and it was mailed on XXXX/XXXX/XXXX. They also said that they do n't know were the rest of my money is and they are investigating it and should have an answer for me by XXXX/XXXX/XXXX. That is {$5900.00}, I told them that if I took that long to make my mortgage payment I would be in foreclosure. I still have not received any money from roundpoint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-17
Magnolia, TX
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: I am sending this email to file a complaint about Roundpoint Mortgage persistent negligence in not following up with their customer concerns, lack of knowledge of the customer service reps, and XXXX poor customer service. I received an escrow analysis statement the first week of XXXX indicating my new mortgage payment was going to increase by approximately XXXX month. I contacted RPM TWICE to get an understanding of the escrow analysis and was instructed to send in copies of our tax statements and I also included a copy of our updated appraisal. I immediately faxed as well as emailed the requested documentation so that the re-analysis would be initiated. I was told by XXXX of the customer reps that a re-analysis of the escrow would be done. I also requested to speak with supervisor during BOTH calls because I was not getting an understanding of the analysis and how they came up with the amount indicating the need of an increase of XXXX month. I never received any calls from RPM in reference to my questions. I called on XXXX/XXXX/16 to get an update on the re-analysis and was told it would be completed by XXXX/XXXX/16. I called today ( XXXX/XXXX/16 ) and spoke with XXXX different reps. The first rep was not able to answer any questions in regards to the re-analysis, so I requested a supervisor. I was transferred to a female representative and she immediately proceeds to tell me that I have " utility lien '' on my house. After questioning her about this so called " utility lien '', I had to tell this rep that she was reading our tax statement for our utility district. After speaking for 10 minutes back and forth about our escrow, she proceeds to let us know that no re-analysis was completed. After further speaking with this representative she proceeds to let me know that a 2 month cushion was required in our escrow account totaling approximately {$50000.00}, which is insane. I was under the impression that she was supervisor, but after speaking with her and realizing she did not know how to answer the questions she admitted to not being a supervisor and stated that she was told we requested a U.S. rep.
The issue at this point is the escrow re-analysis was never done and I require assistance in getting my mortgage payment lowered. My family ca n't afford to pay XXXX month from {$2300.00} a month. This increase in my payment amount is RIDICULOUS and there is no way that a mortgage payment should increase more than XXXX month each year. I am requesting the assistance of management to look over my account and contact me to discuss options and also to ensure that the figures are correct. My account information is listed below :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-17
Huntingtn Bch, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-16
Scottsdale, AZ
Loan servicing, payments, escrow account
Mortgage: Conventional adjustable mortgage (ARM)
Complaint: In XXXX 2016, I requested removal of PMI and was informed it would be removed after the XXXX payment. It was not. Then weeks later informed to submit an additional request. I did that and still nothing has transpired. Your customer service continues to tell me it is in process. The only requirement for my loan currently is it be under 75 % LTV which it is based on the appraisal you have already obtained yourself. No one can provide me with a reason as to why it has not been removed. I have been on the phone for hours with your customer service line and I am still on hold.
I submitted payment today including PMI and expect that to be reimbursed to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-15
Little Rock, AR
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-14
Lena, OH
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: We have not received our disbursement check from Roundpoint Mortgage Servicing Corporation. The loan officer at XXXX ( who did the financing ) confirmed the loan was paid off on XX/XX/2016, the {$2100.00} was disbursed to us on XX/XX/2016. He was quick to get back to me. I contacted Roundpoint online thru my account and their secure message center. They have not responded. I have logged another request to them today asking why they have not gotten back to me. I also spoke to them on XX/XX/2016 inquiring about the delay. The representative told me to wait another week. It is now 16 days later since the disbursement and we have not received " the check in the mail ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-14
Discovery Bay, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: There has been two ongoing issues related to insurance and property taxes. The insurance has been ongoing since XXXX 2016 and the property taxes for about 4 weeks now. In XXXX, I received a letter from Round Point Mortgage requesting documents of hazard insurance of my property. I called RoundPoint and spoke to one of the representatives who gave me instructions to send my HOA documents via email to their insurance department. As requested, I had emailed my documents that same day. Found out in XXXX, Round Point had charged me for Hazard Insurance which made me fall on a " shortage '' on their escrow, increasing my XXXX mortgage more than {$400.00}. I called and followed up with RoundPoint explaining that I had already submitted these documents to provide proof to them. One of the representatives could not locate my files or even my email that I sent. After being placed on hold for more than an hour, they were able to transfer me to the insurance department and was able to locate my email with all the documents to then add on to my profile. I was told to give it about 2 days for them to work on removing the hazard insurance they had charged me, but until today, I am still following up with them and it has yet to be done on their end. As far as property taxes were going for XXXX, there were XXXX taxes total ( XXXX secured, XXXX supplemental taxes ). Of the XXXX, I had paid the XXXX half of the secured tax and XXXX of XXXX of the XXXX supplemental taxes. I requested RoundPoint to pay the rest, although they ended paying all of the supplements, after I explained I had paid for the XXXX half already, I was avoiding having to have a large " shortage. '' The representative explained it would take up to 4 weeks until the county would refund them what they 've paid for. I continued checking the online status of my property via XXXX County website on the property tax payment. They had never posted Round Point 's payment that claimed to have paid on XXXX XXXX, 2016. It only shows the XXXX payments I had made on XXXX XXXX and XXXX XXXX, 2016. I called Round Point again to explain this to them, when one of the representatives explained to me that I should call back on the due date of those property taxes ( XXXX ) and if the county did not receive their payment, to follow up with Round Point again. I called XXXX and spoke with another representative to explain the county had not received their payment and now accumulated late fee for the XXXX half of the tax. The lady informed me to download my billing statement and provide this to my county, which I thought was Round Point 's responsibility to have taken care of this matter. Today, I am left with no resolution to both these issues with what the county looks at unpaid property taxes from my lender and hazard insurance was issued by my lender 2 months after I had provided them proof of documents these were covered through my HOA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-14
Scottsdale, AZ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I have a mortgage with Roundpoint Mortgage. I have always escrowed my mortgage since holding the mortgage. When the loan was transferred to Roundpoint, the escrow was moved over from XXXX. Roundpoint continued to reflect my mortgage as escrowed. I ended up having water damage on my house and once I filed a claim, they said i had no insurance. They had stopped paying my insurance company but continued to collect my escrow payments every month. I asked what they did with my money every month and they did n't know. All my statements reflected they were still collecting and that i had an active policy. They ended up getting a forced placed policy in place to correct the error. They later sent me disclosures after the fact and said i was responsible for paying for it for their error. They assessed over XXXX on my accounts, failed to correct the statements and now my payment has gone up XXXX every month. They also sent me documentation saying they were adding it to my princial balance on my loan. I have called on numerous times to try to resolve the issue and even filed with the XXXX who sided with me. They have failed to correct the issue after repeated attempts and no one returns my calls. They can not explain why my payments went up as they state i now have a shortage but i should n't based on always escrowing my account. What did they do with my money all this time?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation