RoundPoint Mortgage Servicing Corporation

2016-07-25

WV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We purchased our home XX/XX/XXXX. XXXX XXXX Roundpoint Mortgage purchased our loan. Soon after we received a letter stating we did not have enough flood insurance and if we did not respond within 45 days they would force place extra coverage. Well our payments went up XXXX more a month. We received the exact same letter same wording and just a date change XXXX XXXX. My husband called our mortgage company numerous times, talked to several people who all have different answers. The fourth day of calling and being placed on hold for 50 minutes at times he finally spoke with a manager/supervisor. He explained what we had received and the manager told him that the issue had been resolved to just throw the letter away/put it to the side. She stated that we were paying the extra XXXX a month for extra flood insurance. She also stated that something was definitely wrong with our file and that she was going to send it to another managers office. We thought the problem was resolved. Still XX/XX/XXXX to be exact, we are flooded. We live in WV where XXXX of the XXXX counties were declared a disaster area. We called our insurance and made a claim. We then called our mortgage to let them know what had happened. While talking with the mortgage company we were told that we only had XXXX in flood insurance. Now mind you we just talked to the on XX/XX/XXXX and was told we had been paying extra for more insurance. My husband asked to speak to a supervisor and was placed on hold for hours at a time. The phone would be answered as if we were calling in for the first time again. We have never spoke to a supervisor to date. Two weeks after the flood we received an advancement check so we could get started rebuilding but our mortgage company told us to endorse it and send it to them to be placed in a file, that they have never heard of an advancement check. The issue with all of this is we have had to spend XXXX out of pocket to make our home livable but not repaired. The total damage to our home alone was XXXX. We only got XXXX to fix our home. As you can see that is not going to cover the damages. So, due to Roundpoint mortgage dropping the ball where our flood insurance is concerned we will not receive enough money to repair our home. We were told the XXXX extra was for extra flood insurance. If it was n't going towards flood insurance they have had our loan for almost two years, why was this issue not fixed?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-22

Hampton, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: 1. Accounting practices at Roundpoint MTG are unbelieveable 2. The accounting has described my Storm water tax as a : MUD/Utility Tax Disbursement b : Ground Rent Disbursement. They keep on changing this in their accounting system 3. They have successfully sent the payments in once before to the tax department without problems, however this time then sent my payment to the tax department with some other XXXX and loan info and incorrect address to the tax department. The Tax department by law could not accept the payment as they had all the wrong information associated with the payment. 4. I called the Roundpoint Mortgage to advise of this and the Customer Service rep said she would put a note into my account and it would take 3 to 5 days to resolve this. I gave them 6 days and called this morning only to find out from the Customer Service person, that they tried to call the Tax department on XXXX XXXX 2016, and the phone was disconnected. I called the Tax department before I called Roundpoint Mortgage ( they still have not received my tax payment ) and the number was working just fine. The Customer service person said that he could not find the phone number to the Tax Department, and I explained that the Tax Department sent you the same Notice that they sent me, and the Phone number is printed on the front of the notice very clearly. I then gave him the phone number. He said he would make a note of this in my account. ... So now, my taxes are delinquent because Roundpoint Mortgage sent my money to the tax dept with the wrong info. I have called twice to Roundpoint Mortgage and they say that they are going to handle this, which apparently they are not and Customer Service reps keep telling me that they will make a note into my account. While this goes on, I am being charged interest on my taxes daily until they are paid. This mortgage company is supposed to be paying my taxes through my escrow account, which seems they ca n't even do this correctly. I have attached emails from the Tax Department, my Tax notice and a screen shot of the activity on my mortgage where you will see the lousy accounting. I have bought and sold XXXX houses in my life and this is the worst mortgage servicer I have ever dealt with. PLEASE HELP! XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-07-21

HI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I signed a mortgage loan agreement to pay {$2200.00} a month ( signed XXXX 2015 ) with XXXX XXXX. This included payment for Home owners Ins. ( XXXX. ) and XXXX Ins. ( XXXX ). I have paid all of my monthly payments early and over and above what is required. Then Roundpoint Mortgage took over the loan at some point. I have paid Roundpoint early and above the {$2200.00}. Recently I became aware ( through my online account ) without written notice or written explanation from Roundpoint that my new monthly bill would be {$2400.00} a month, and increase of {$120.00}. I spoke to XXXX XXXX, supervisor at Roundpoint, who stated that because Roundpoint did not take into consideration the XXXX Ins. ( XXXX ) cost into account for Escrow that there was a shortage and I would have to pay that shortage. I can understand an increase in insurance costs per month maybe being {$60.00} or so, but to increase monthly payment to {$120.00} to no fault of the customer is not right. I want to pay what I signed up to pay {$2200.00} a month or close to it at least. {$120.00} increase is alot for a family of XXXX and not fair with out notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-21

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Round Point Mortgage Servicing ( RMP ) has held the final funds submitted to us for a XXXX claim with our XXXX XXXX XXXX XXXX company XXXX that took place in XXXX 2016 and we received in XXXX 2016. They have also been holding funds due to the company that provided mitigation services. We have provided everything they 've asked us for and each time we send in the requested information, something new is added by RMP as an additional requirement. On 3 occasions, since XXXX 2016, we 've been told that funds would be disbursed to us within a week. They never return calls or send correspondence noting or identifying needs but each time we ask why no funds as promised, something is added as an unmet " requirement. '' RMP even went as far as almost doubling our claim amount and adding requirements that are for the higher amount, though grossly in error. The most recent interactions we have has been in direct communication with the Social Media Manager who responded to a XXXX review I made expressing concerns. XXXX XXXX promised to get the issues resolved and told us on XXXX that funds were to be disbursed but we have not received a date for when the check would print nor an estimated date. When we check our account online it only reflects partial payment pending disbursement to the service provider that has not been paid. There is nothing even pending for the funds due to us personally, despite the fact that such has been promised by XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-21

Roswell, GA

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

Disputed: Yes Timely Response

2016-07-19

Evesboro, 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

Disputed: No Timely Response

2016-07-19

Alamogordo, NM

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2016-07-19

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: It is my belief that Roundpoint Mortgage should terminate PMI fees now that I have reached the XXXX % threshold as stated in my original PMI loan documents. I notified them in writing as required. I have never been delinquent on any of my payments to them since the loans inception, I have a XXXX plus credit rating and my house market appreciation has well exceeded the original loan apraisel based on other homes recently sold in my area. They insist on requiring me to get an apraisel which would almost eliminate any cost savings to me. Even though it is not clearly stated that that would be required in the original loan documents. Seems a though the whole system is rigged in there favor to unfairly profit off of responsible home owners like myself
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-07-19

Palos Park, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have provided every document to Round Point Mortgage and every time I call in they say they have everything, then I get a letter stating they need something else that I already have sent in. Now I keep on getting told it is in review. We are 60 days out and a BPO has not even been done as of yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-18

Las Vegas, NV

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

Disputed: Yes Timely Response

2016-07-17

Phoenix, AZ

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

Disputed: No Timely Response

2016-07-17

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: This would be " Part II '' of my complaint. I have submitted XXXX regarding my prior mortgage company XXXX XXXX. My mortgage company, XXXX XXXX XXXX, sold my loan to Roundpoint Mortgage. Since Roundpoint has had my loan, they have insisted that I am in arrears due to money owed with XXXX XXXX. I was caught up with my payments with LenderLive ( although apparently they beg to differ ) but can not get them to communicate with me or Roundpoint and this should certainly been done by now. My biggest problem with Roundpoint is that they are trying to charge me late fees for this Lenderlive problem. I have since paid the XXXX while I am trying to straighten them out the problem but it is not my debt or error. I paid all of my mortgage payments!! The other problem is Roundpoints awesomely BAD customer service. I have called several times and each person I speak has been very nice but has NO idea of my true loan history is with them. 1 ) Their bookkeeping is very confusing. I call them to discuss this past due amount that is hanging out and they tell me something different every time. First that I NEVER paid XXXX in XXXX ( but I did ) ; once they told me I never made an XXXX pmt to Roundpoint ( but I did ) ; they told me that I have only made 2 payments ( when I have made 4 ). When the last lady I spoke to said that, I asked to speak to her supervisor who kind of straightened things out - she said I had a nonsuffient funds on XXXX I tried to pay. I said I had plenty of money in the bank then. I asked her which of my accounts they submitted it to and she said my XXXX XXXX XXXX ACCOUNT a bank account which I have NEVER had ( yet I did receive an email confirming my transaction was for the correct account and correct bank so why did they submit it to the wrong account????? ). She took off the late charge with the agreement that I would pay the XXXX with another account. Which was " nice ''. Upon hearing this, I made another payment for the XXXX NOT because I owe it but because I do not want to have to contest late payments in addition to everything else and I do not want to ruin my credit. I do try to look up my Roundpoint account online to check my payments but the only thing they have posted ( as of today ) is attached ( for XXXX/XXXX/16 for XXXX - the nsf XXXX that does not even show up ) ; payment for XXXX for XXXX and payment for XXXX for XXXX. I CAN NOT SEE ANY OTHERS OF MY PAST PAYMENTS. At least they do answer their phones but 99 % of the time they have the wrong information. I am attaching a copy of my LAST XXXX XXXX mortgage statement and a copy of the FIRST Roundpoint mortgage statement I have. Maybe you can see what happened during this transition to make me incur this XXXX debt when it was transferred. Can you help me please? Thank you! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-14

Raleigh, NC

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

Disputed: No Timely Response

2016-07-14

Gretna, LA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have filed several complaints concerning roundpoint mortgage. Roundpoint continue to contact and harass us. Roundpoint refuse to respond concerning a false account. XXXX was supposed to send a response and we have not received, but roundpoint continue to call and harass we just received a call from roundpoint today saying it 's a courtesy call. Please check do not call registry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-07-12

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: 1. In XXXX 2016 I had a case number on cfpb : XXXX. It seems the case was dropped. I am not sure why. Please advise. 2. I forgot the password to get access to my account on cfpb. Cfpb does not allow me to get a new XXXX ( but to reset the old XXXX requiring to enter the old password, weird ). Please advise. Thank you. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-08

Bellaire, TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Round point mortgage is not giving us our insurance settlement check from our home flooding. We can not fix our home without this money, our home is sitting vacant and unlivable, with no work being done. We are current on our mortgage, always have been, and now are paying for months of rent in a XXXX bedroom apartment. We have XXXX children that want to go HOME! We have called repeatedly and are not getting anything from them, but 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

Disputed: No Timely Response

2016-07-08

AR

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: We refinanced our home loan to an interest rate reduction refinance VA loan ( XXXX ) in XXXX, XXXX. Our loan was serviced by XXXX until XXXX of XXXX when it was sold to Roundpoint Mortgage. Our interest rate is adjustable after 5 years, fixed until then. We live in Arkansas where we are qualified for a {$350.00} homestead deduction in our real estate taxes after we have lived in the state for a year. We requested a new escrow analysis due to the break we received from Arkansas. While our insurance increased a little, we should have seen a drop in our payment as our interest rate is the same. Instead of that our payment was raised by over {$100.00} a month. I have called repeatedly since XXXX to get this problem solved. Not only did the servicing person figure the timing wrong for payment of our taxes, they used the figure which included our personal property tax for their analysis. I 've been assured that they will fix this problem several times, that it was sent to a supervisor, etc. Prior to the first of XXXX, when the new payment was to go into effect, I told them I was paying the old payment amount. My call today produced the news that my payment is hung up because it was short and that all the person could do was reopen the escrow analysis ( start over again ). I asked to speak to a supervisor and was on hold so long I asked that a message be given to a supervisor to call me back. I am including a copy of our tax statement which shows the homestead reduction, the due date for payment and the total with the personal property taxes included. We really would appreciate help with this. We are retired and an additional {$100.00} per month is a hardship for us, especially when it does n't make sense. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-07-06

Charlotte, NC

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: No Timely Response

2016-07-06

Baltimore, MD

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

Disputed: No Timely Response

2016-07-06

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I paid off my loan with Round Point Mortgage on XXXX XXXX, to date I have not received the {$2700.00} left in my escrow account. I 've made multiple phone calls to Roundpoint Mortgage and Servicing, been left on hold for up to an hour until I finally had to hang up. I am told a different story each time I call. Was told first check was sent XXXX XXXX, then I was told it was issued on XXXX XXXX. I explained I have not received the check and was told a re-issue check was sent XXXX XXXX and yet I have n't received that check either. I filed a complaint with the CFPB on XXXX XXXX and received a letter from Roundpoint confirming that complaint. How is it that I can receive a letter from Roundpoint about the complaint I filed and yet I ca n't receive my escrow balance which is rightfully due to me????? I believe I am being lied to about them actually sending a check. Each time I get a rep on the line I ask for a manager or supervisor and for some reason, they do not want me to talk to one. I understand the time line for returning escrow balance is 20 days. It is over 60 days at this time and no escrow refund. PLEASE HAVE SOMEONE WITH KNOWLEDGE AT RPM call me regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-06-29

Mboro, TN

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

Disputed: No Timely Response

2016-06-28

Coal Creek, WA

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

Disputed: No Timely Response

2016-06-28

TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My current mortgage is with Roundpoint Mortgage. Recently I lost my job and contacted them to find out what options I had, or what they could assist with to prevent me from defaulting on my loan. I was told to fill out " Hardship '' application and provide all documentation and then it would be a 30 day review. It has been over two months, and RoundPoint Mortgage ca n't seem to keep track of my paperwork. Every three weeks something is missing ( even though it was previously submitted ) or now.. some paperwork is starting to expire because they have sat on it so long. It takes then over a week just to process your paperwork from an email attachment into their system. They refuse to let you speak with managers and supervisors. I have called day after day after day, we did have a manager call us back once at XXXX when we called him back at XXXX he was gone for the day. Really helpful. RoundPoint mortgage has terrible customer service and is negligent in their customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-06-28

North Shore, LA

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

Disputed: No Timely Response

2016-06-28

Gainesville, VA

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

Disputed: No Timely Response