RoundPoint Mortgage Servicing Corporation

2016-06-28

Viewfield, SD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I refinanced my home in XXXX 2016 with XXXX XXXX which paid off the old mtg. co. Round Point Servicing for XXXX XXXX XXXX. The old company in turn after closing has decided to continue paying random things and charging me, example homeowners ins and mtg ins, late fees and interest. When in fact they owe me as near as I can calculate {$890.00} escrow. They should not and are not authorized to do any of such as when they received the pay off all transactions on my behalf should have ceased. After 2 months of no answers & even hung up on me today. The mtg co is not returning my calls and the servicing corp hanging up. This is clearly going nowhere fast. I did receive an ins refund check & offered to pay premiums minus the escrow leaving me owing around XXXX not XXXX. They fail to provide proof of what is exactly happening and do n't seem to understand the severity of their wrongful actions. My understanding is that it is there problem to get a refund from the homeowners insurance as they never should have paid.
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

2016-06-27

E Meadow, NY

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

2016-06-27

VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: During the transition of my mortgage service being sold from XXXX to Roundpoint final and first payments between the companies where not reconciled properly. My new mortgage servicer Roundpoint is stating that I am one month behind. After numerous calls they consistently fail to get this resolved. Now I am pass the grace period and am incurring late fees when I have never missed a payment since I bought the house in XX/XX/XXXX. My new servicing date for Roundpoint was effective XXXX XXXX, XXXX. I had already sent my mortgage payment to XXXX for XX/XX/XXXX. I made my first payment to Roundpoint on XXXX XXXX, XXXX and have n't missed a payment since. I have called numerous times to get it straight and they have told me its under investigation. Not XXXX person in their customer service department has helped me. This is very frustrating.
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

2016-06-27

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I had a mortgage loan through Round Point Mortgage and serviced through their Roundpoint Mortgage servicing department. We closed the loan through the sale of our home on XXXX XXXX. At the time of the sale of our home we had a balance of {$2700.00} in our escrow account and we ca n't get it refunded to us by Roundpoint Mortgage Servicing. Each time we call we are given a new excuse ... it takes 7 to 10 days, it takes 10 to 15 days, it takes 20-30 days. It has been nearly 60 days since we closed and yet no refund of our escrow account They claimed they sent it but we never received it and when asked to stop payment and resend, we keep getting the run around. I have called 8 times in the past week asking for managers, supervisors etc and no one will return my call regarding this refund. Any help would be greatly appreciated. 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

2016-06-24

Bohemia, NY

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

2016-06-24

Arvada, CO

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

2016-06-23

Omaha, NE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was sold to Roundpoint within a month of our closing XX/XX/XXXX. On XXXX XXXX, XXXX we experienced a significant hail/wind/rainstorm overnight which resulted in approx. $ XXXX in damages to our home. After our insurance company had an adjuster do a review, and a contractor did the same, I contacted Roundpoint to discuss the procedures for having the repair check ( which was made out to them as well ) endorsed - I was emailed a document showing the lengthy requirements to fulfill in order to have them endorse and return the check. I was also told to send the check via overnight mail with a delivery confirmation, and to include a pre-paid return overnight envelope, which I did. The check was mailed to Roundpoint on Tuesday XXXX XXXX at XXXX PM and was signed for by XXXX XXXX from Roundpoint at XXXX on Wednesday XXXX XXXX. Roundpoint Mortgage then deposited the check for $ XXXX+ into their banking account on Friday XXXX XXXX. I contacted Roundpoint Customer Service on Monday XXXX XXXX and after 33 minutes on hold was informed that the check was " ... being reviewed for approval and processing. '' On Wednesday XXXX XXXX, after 66 minutes on hold, I was informed by XXXX XXXX that the check had been processed and mailed on Tuesday XXXX XXXX, and that it had been mailed in the prepaid, overnight envelope. I informed XXXX that the USPS was not showing it in tracking - she then informed me that it had gone out late in the day, so may not yet. On Thursday XXXX XXXX, the XXXX software still had no record of this envelope so I placed another call to Roundpoint - spoke with XXXX ( sp? ) and was informed that the envelope had been mailed on Wednesday XXXX XXXX. XXXX was unwilling to discuss the discrepancy and placed me on hold until the call was disconnected by the system. Upon calling back I spoke with XXXX who placed me on hold for XXXX minutes while attempting to put me in touch with XXXX XXXX again. XXXX kept me on the call for over 80 minutes more. She told me that she personally spoke with XXXX XXXX, the Correspondence Supervisor, who told her that the envelope had been delivered to the local postal station, by hand, and had been placed into " ... a bin in front of the counter ... '' at XXXX on Wednesday XXXX XXXX ( the different mail times point to the lies referred to earlier ), and that, at the time of our discussion ( XXXX CST ) " ... the post office must not have checked it in yet. '' 2 hours later, XXXX CST, there is still no evidence of this document having reached the USPS facility as stated. It is my belief that Roundpoint Mortgage is deliberately delaying the disbursement of these funds in order to utilize the $ XXXX+ for financial gain, and every day that we are without these funds we are delaying necessary repairs to our home.
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

2016-06-21

Fishers, IN

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

2016-06-19

Phila, PA

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: Yes Timely Response

2016-06-18

White Hall, PA

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

2016-06-18

White Hall, PA

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

2016-06-17

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Follow up on complaint XXXX. I received a call today Roundpoint regarding the extra payment I had made to them.The call was regarding the complaint that I had filed with CFPB. I have not heard back from them regarding numerous calls that I had made prior to filing a complaint. The representative informed me that they had received my complaint and were going to start an investigation. She asked me to submit a copy of the cashed check. She was oblivious to my prior communication with Roundpoint and the documentation that I had submitted with my CFPB complaint. A month later, I have not received a adequate response from Roundpoint and they claim they did not receive a payment when I have a copy of the cashed check from my bank. CFPB, thank you for your help and support. I am frustrated beyond my " boiling point ''. If my case can be used as an example to save others from issues with Roundpoint, please share my story with the community. thank you kindly, 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

2016-06-16

Clarkesville, GA

Loan servicing, payments, escrow account

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: Yes Timely Response

2016-06-16

Discovery Bay, CA

Settlement process and costs

Mortgage: Home equity loan or line of credit

Complaint: I have a HELOC account with roundpoint mortgage that was sold to them 6 years ago. And now I need to refinance my house and will need to get the payoff/close letter from them. Despite we 've contacted them so many times via calling/messaging/fax, and I 've never got anything back. Here is my HELOC account info : XXXX. And their contact number : XXXX. I have all the proof that I 've faxed them and also documented all my calls with them. But I never got anything back. Please handle this matter for me. 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

2016-06-15

East Rockaway, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I obtained an FHA mortgage in XXXX through XXXX Bank. who then sold it to XXXX XXXX XXXX. While my loan was with XXXX XXXX XXXX as the Lender and Servicer, I became unemployed, XXXX and unable to keep up with payments. I applied for a Loan Modification back in XXXX. Went back and forth for over a year. Then suddenly there was a new servicer, Roundpoint. They told me that I no longer had an FHA mortgage, it is now Conventional. I was never made aware of the change. During this change, I was in the process of applying for the Making Home Affordable program. I was recently told that I am not eligible for any Government programs because my loan is now owned by a Private Investor. " XXXX XXXX XXXX XXXX XXXX '' XXXX " XXXX XXXX Roundpoint finally approved me for a modification but my monthly payments went UP. Now I reallly ca n't make payments and I 'm afraid I 'm going to lose my home. PLEASE HELP
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

2016-06-15

MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After selling and closing on a home in which Roundpoint Mortgage was the lender, it has been almost 60 days and I 'm unable to get a refund for the escrow balance left on the account. They have given me excuses that " the check is in the mail '', and " we need 10 business days to process '' and now they say they " need 20 days to process the check ''. I 'm getting a huge " 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

2016-06-14

Syringa, 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: Yes Timely Response

2016-06-14

Gretna, LA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Roundpointcontinue to contact us and failing to provide evidence and proof of steps taken showing how they calculated the amounts. I have documentation from assessor office of XXXX XXXX XXXX. Concerning property XXXX XXXX XXXX XXXX Louisiana XXXX qualify for special assessment, we also have documentation from fema confirming flood insurance is n't a requirement so it 's a little disturbing as to way this company is reporting incorrect information and another thing roundpoint states roundpoint paid XXXX county incorrect. This company is out just to capitalize of my husband and I and to manipulate the system for its own gain we are feed up. We are requesting that CFPB take corrective action thi matter have gone on a lil too long and a resolution is demand.
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

2016-06-14

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our Mortgage company Roundpoint has been over charging us on Mortgage insurance last year and now they are charging us more this year. My husband has been talking with them since XX/XX/XXXX and each time they say they will fix the problem and it is not fixed. We asked to speak to someone higher then the person on the phone and they state management will not talk to customers. We are very frustrated with this not being resolved. We do not know if this is an honest mistake and the phone people can not figure it out but if sounds very fishy that management will not talk to their customers. I do not know if this is an honest company but after speaking to XXXX people an not getting it resolved I think this company is doing this on purpose.
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

2016-06-14

Akron, OH

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

2016-06-13

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX my loan was transferred from Roundpoint to XXXX Mortgage. I had not received a statement from XXXX Mortgage at the time my payment was due, but I received a statement from Roundpoint. I made a payment on XXXX XXXX to Roundpoint, which was cashed on XXXX XXXX XXXX, I revived a statement from XXXX Mortgage. I was told that Rounpoint would not cash my check since they no longer owned my loan. I sent another check to XXXX Mortgage on XXXX/XXXX/16 which was withdrawn on XXXX/XXXX/2016. I called Roundpoint and the agents were unable to find my payment. I was asked to forward a copy of the cashed check and they would investigate and send me a refund. After numerous calls and emails I have not received a refund or a response on the status of my request for the excess payment refund. I have confirmation emails that my emails were received.
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

2016-06-12

Irvine, 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

Disputed: Yes Timely Response

2016-06-12

Library, PA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Did not receive any information from one mortgage company ( XXXX XXXX ) that they were being bought out by another mortgage company ( RoundPoint ). Not only have I been dealing with inept personnel from XXXX XXXX XXXX XXXX, but the issue is now haunting me once again with this new Mortgage Co. ( RoundPoint ). With every piece of evidence I have in making a payment by check, to include the image of the front of the check, the back of the check, and the " stamp code '' of the check that I received by bank, the issue is still going on. It 's been a year where I had to battle back and forth with XXXX about how I have all the proof needed for a payment I made that they had lost, and will not own up to their mistake. After countless phone calls, aggravation, and XXXX I had to live through ( and clearly just found out I still am ), I thought this issue was finally fixed. Not only was the issue NOT corrected, but now RoundPoint is starting this nightmare all over again. To add, XXXX XXXX dropped my credit score on 3 different occasions and I had to fight, endlessly, for months to make them put my credit score back to where it rightfully belongs because they could not fix a problem all while I had supported every piece of evidence any would need to realize I was not at fault for a payment they lost in their " processing center. '' To include emails, names, check numbers and amounts with dates, images of the checks and stamp-code for the check. I 'm a veteran XXXX, a XXXX XXXX XXXX, and now that it is XXXX XXXX, 2016 I will, yet again, be contacting the new mortgage lender ( RoundPoint ) to start from square one about an issue that should never had existed in the first place AND to fight to keep my credit at XXXX where it rightfully belongs. This is a major issue that needs resolved!
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

2016-06-11

San Leandro, CA

Loan servicing, payments, escrow account

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: Yes Timely Response

2016-06-10

E Meadow, 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

Disputed: No Timely Response