RoundPoint Mortgage Servicing Corporation

2016-04-07

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Roundpoint Mortgage Services who services my VA loan has cashed my insurance payment from hail damage in XXXX 2015. They, the Loss Draft department specifically, said initially they were waiting for the XXXX of the XXXX which was submitted with the proposal ( bid/quote ) for services. They said they did not receive the proposal that was also an attachment in the same email. I have since resent it XXXX additional times. They continue to claim they have not received it although, each time, I receive an automated acceptance response from their email system. It is XXXX degrees here in XXXX and they 're preventing me from having a working air condition on a home for which I pay am paying over XXXX dollars for plus interest. In addition, they 're sending me letters saying I am not in compliance with their insurance claim policies because I have not requested a final inspection for the very work they are preventing from being done. Lastly, their phone system does not work properly and when you call it asks three times if you want to leave a message, if you choose not to, it then forces you to or hangs up but no one has returned a single call yet.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-07

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: RoundPoint Mortgage ( RPM ) : Loan nr. XXXX - PMI removal Dear Sir : I got That mortgage about 3 years ago, the purchase price of my house at : XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX was back then {$450000.00} Since the market lows back then, Florida Real Estate market has been on fire, adding average of 5 % annually in property values. Due to that my intention was to contact you and request the removal of PMI since my LTV went down to 78 % : Balance {$350000.00} : purchase price {$450000.00} & gt ; 78 % I was advised that RoundPoint Mortgage was not able to use a purchase price and new appraisal was needed. Cost {$400.00}. Since the cost of that would be recouped in only 2 months of PMI payment, I decided to go forward. I was sure my house would appraise easily at $ XXXX or more since listings for identical homes on my street show {$590000.00} range. You can imagine my disbelieve when I received from RPM an attached letter stating that my request to remove PMI was denied. Reason : LTV shows 86.56 % WHAT?! It did not make any sense. I called and after long hold I was advised that appraisal came in with the value of {$410000.00} ... .which Is $ XXXX less comparing to what I paid for this house 3 years ago ... Insane. Market was going thru the roof over the last 3 years! I looked up this particular Appraiser XXXX on the internet, and all the reviews where so negative, I have no idea how RPM can use such incompetent company. Example : " Avoid this appraisal company, if possible. I read a bad review about them before they did my appraisal. I gave them the benefit of the doubt, but they did the same thing to me. {$30000.00} below the actual value of my home. Immediately request another appraisal company before it 's too late. '' I had a funny feeling when the gentleman showed up in the car displaying " BUYING HOMES FOR CASH '' So this was his main business, he runs appraisals to show low prices and then buy homes for cash ... nice. They apparently combine for averages foreclosed homes values, use old data to come up with the lowest possible price totally disconnected from reality. Their business is to buy homes for CASH! Here are few insane points of that appraisal : House that sold for $ XXXX had a pool, still smaller by XXXX sq. feet than our house, pool is worth maybe $ XXXX. $ XXXX higher than mine? This is just to show you their incompetence. I have no intention to pay {$400.00} for such bunch of baloney. I decided to give RPM the chance to correct that problem and remove my PMI and/or arrange another appraiser that is competent and fair. I called and emailed them, nobody every cared to call me back. Instead, I got today another letter showing they decided to transfer my mortgage to another servicer ( to put an and to my PMI removal affair I am sure ) I hope we can come to some resolution as I know for sure my LTV warrants removal of PMI at this point. Thank you! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-06

Arcadia, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-06

Jersey City, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is my first mortgage payment. it was transferred to Roundpoint. First, I tried to pay my first payment early. I accidentally typed the incorrect routing number. I called immediately. After an hour on hold, I was told there was nothing I could do, it would be rejected by the bank in a couple weeks. To avoid a late payment, I had to make an additional payment now. I went and immediately made an additional payment. This was taken from my bank account. However, my mortgage account now says this payment was also rejected, because it was applied incorrectly. So the money was taken from my account, but not applied to the loan. I can not make another payment ( as the money is not in my account anymore ), but I am still going to be assessed a late payment. I have been trying to get in touch with customer service for an entire day, with no answer. All I want to do is make my first mortgage payment on time, and roundpoint is literally making it impossible for me to do that.
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

2016-04-05

Bossier City, LA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-04

Birmingham, AL

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

2016-04-02

Forked River, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-01

Sarasota, 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

Disputed: No Timely Response

2016-04-01

Long Beach, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had my mortgage with Roundpoint Mortgage. I am refinancing with another Lender. My New Lender is in a constant battle with Roundpoint about the closing costs. Roundpoint continually charges their XXXX based on old laws. My lender sites this " CFPB 's Ability to Repay and Qualified Mortgage Standards under TILA, servicers may only charge interest through the date the mortgage is paid. The change is effective for all FHA loans closed on or after XXXX XXXX, XXXX ''. so as you can tell my loan is an FHA loan. My loan Funded on XXXX XXXX, XXXX. The attachment called XXXX is attached showing payoff balance. On XXXX XXXX, XXXX XXXX XXXX emailed me that additional funds were needed to close the loan. That is the Second attachment XXXX. XXXX still holds to his position that Round point is not allowed to charge additional interest. Additional it is not just {$810.00}, Roundpoint has taken my Suspense Balance of {$1000.00}, So a total of {$1800.00}. After the close of loan. When I was on the phone with the Specialist from Roundpoint ( XXXX ) He stated that if this {$810.00} was not paid immediately to HIM after XXXX XXXX, XXXX. Round point would charge me another month of XXXX. Since It appeared to be a Robbery with my loan held hostage, I made the ACH payment while I was on the phone with XXXX. I will now try to get my money back, via the CFPB ( {$1800.00} ). The Final attachment are the details of my discussion with Roundpoint on 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

2016-04-01

Bloomington, MN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XX/XX/2016, I received an escrow refund check and notice that my payment would drop by ~XXXX/month by my mortgage servicer. I was happy. On XXXX XXXX, 2016 I received notice via mail ( no email was sent ) stating that a new Escrow Analysis was conducted as a result of a negative escrow balance and that my payment would increase over {$200.00} beginning XXXX XXXX, 2016 - the same day I received the letter! As a family that plans every monthly budget, you can imagine how upset I was to learn of this change. After speaking to the representative, I learned that XXXX had failed to account for the escrow of my hazard insurance and only began escrowing for it after I called them to ask if they were going to pay my insurer ( they initially stated that I was responsible for my hazard insurance premium - but, I insisted that they had escrowed for it - we checked the closing docs and, yes, they were supposed to escrow for it ). RoundPoint totally mismanaged my escrow analysis, failed to follow the docs signed at closing and, as a result, I 'm stuck paying an additional {$200.00} a month for their failures.
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

2016-03-31

Brooklyn, NY

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

2016-03-30

IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I was approved by my mortgage company for the HAFA Program ( Home Affordable Foreclosure Alternative Option ) and entered into an agreement with RoundPoint Mortgage Service Company to transfer my property to them by doing a Deed in Lieu of Foreclosure on XXXX XXXX, 2015. Part of the agreement was they would waive the deficiency Amount outstanding. At which point RoundPoint would then issue me a XXXX after everything was completed at the end of the year ( 2015 ). To date I still have not received the XXXX even after repeated phone calls and requests made to them. Instead they inaccurately issued me the wrong form a ( XXXX ) and now refuse to correct it, because the representatives are confused and they continue to say it 's a foreclosure even when all of their own documents show that it 's a deed-in-lieu. At this point I do n't know what to do and how to get this situation resolved with them, because for me to accurately and correctly report the deed in lieu on my own 2015 XXXX Tax Return, which would be the correct year, I need them to send me a XXXX form, but they still refuse to do so no matter how many times I 've called and tried to explain it to them. So I 've attached supporting documentation to verify my position and request.
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

2016-03-28

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I recently was forced to get an appraisal done through Roundpoint to get the PMI removed from mortgage. Roundpoint made me get this appraisal respite the lender not specifically requiring appraisals for PMI removal ( Lender requires some form of property value assessment, acceptable forms include XXXX. ) Before I agreed to this appraisal I made sure I would receive a copy of the report and the invoice. Roundpoint confirmed in writing that I would receive these items ( Reference paragraph XXXX of the XXXX email attached ). The appraisal report was sent from the appraisal office to Roundpoint on XXXX/XXXX/2016 ( I was not copied on this ). On XXXX/XXXX/2016 at XXXX am I sent an email to Roundoint ( [email protected] ) again requesting a copy of the appraisal and invoice ( reference attached XXXX email ). I waited weeks before sending another message through the Roundpoint online messaging service, again requesting this information ( reference attached XXXX message ). Roundpoint has refused to give any kind of response.
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

2016-03-27

Urbana, 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

2016-03-24

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: RoundPoint Servicing employs fear mongering to trick customers to sign up for there electric statements. Lying about statement content in the process. XXXX/XXXX/XXXX and XXXX/XXXX/XXXX : RoundPoint Servicing sent out a mass email and letter in which the company warned customers that full social security numbers are sent on all mailed year-end statement, and that account holders should protect themselves by signing up for online only statement. Direct quote from email below : " ENROLL TO PROTECT YOUR IDENTITY Did you know your full social security number is included on your year-end statement? Sign up to access your statement electronically to reduce the risk of fraud and identity theft that comes with receiving paper statements. '' Had this been true Roundpoint would have been literally advertising to the public where every RoundPoint 's customers social security number can be stolen from. They should be better stewards of there customers private information. There is no reason to send out any mass email that states where sensitive or confidential customer will be located and when it would be sent out. I digress, I did not immediately notice the email but later in the month when I received the mailed letter I become worried and signed up for the online statements. AFTER signing up for online statement Roundpoint informed me that my submission was too late and would go to into effect until next year ( XXXX ). After I signed up I was informed I could not go back to paper statements. When i received my year-end statement in XXXX XXXX my full social security number was NOT included. Instead only XXXX followed by the last XXXX of my social. RoundPoint was clearly employing fear mongering tactics to trick customers into signing up for there electric statements. Had the company honestly stated that only the last XXXX of my social would be included on year-end statement, I would not have signed up for electronic statements.
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

2016-03-23

Houston, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I called my Mortgage Company XX/XX/XXXX. I stated that they had increased my monthly payments because of an escrow shortage XX/XX/XXXX, and they had told me at the time that once they made up for the shortage, my payments would return to my previous amount. They had not changed, so I asked them to please investigate and let me know when that would be fixed. I called again in XX/XX/XXXX, because I had not received any communication from then. I was told someone would get back to me. Then, in XX/XX/XXXX I received a letter stating that there was " another shortage '' in my escrow account, and they would be increasing my payments again! Each time this has happened, it has been right after I called to complain about something. The first time, I requested a full disclosure of my escrow account, and the amounts in it. I feel like I am being retaliated against for requesting information that I am legally entitled to.
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

2016-03-22

Okc, OK

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Round-point is belling me for taxes .The Taxes was paid at the closing the people that I bot the house from pawed half and i payed half. now round-point is trying to bill me again for the taxes. They are giving me the run-a-round. I sent all the paperwork to them they still say I them the tax money. I will never do business with the again.
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

2016-03-22

South Florida, FL

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

2016-03-21

Auburn, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: First I 've never been late on my payment. Never had a claim but they went up on my payment. Servicing of my loan is the cause are my payment increase. * ( PAYMENT WHEN UP )
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-21

Skanawan, WI

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

2016-03-16

East Rockaway, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After our loan was sold to roundpoint mortgage company, we received a letter requesting documentation of homeowner insurance. We faxed the documentation to the number provided on the letter. We soon received a second letter requesting same. We re-faxed, emailed, and spoke with a customer service representative who assured receipt. We just got another letter notifying us of a charge of {$7200.00} to cover costs of insurance because we failed to provide documentation of insurance.
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

2016-03-15

Santa Ysabel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been attempting to close a short sale for over 2 years and Roundpoint mortgage continues to stall and delay by asking for documents not needed or have been sent to them. I have had XXXX cash buyers and the last XXXX is about to give up. They send me confusing requests in the mail so I have to call them to find out what they need. I can not reach my account rep by phone and have to wait until call me. When I send them a doc ( by email ) it takes 3 days for them to read it.
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

2016-03-13

Palos Park, IL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My complaint is against XXXX XXXX XXXX and Round Point Mortgage. For the following reasons. We were approved and paid our trial period 3 years ago after the trial period was over and we paid on time we were told we have to resubmit our paperwork to be considered again. Since then we have faxed every piece of document they have asked for they either would let it expire or say they never received it. So we keep sending. XXXX XXXX XXXX has taken us to court at 7 times trying to take our home each time we appeared they knew that we in the process of a loan modification and were told a few times that we did not have to be there, but we were because we do n't trust them. The last few times we were pulled into court by them was because they said we did not appear for a court date and we did and pulled the paper work from the court to prove it. XXXX XXXX XXXX has since sold our mortgage to Round Point Mortgage servicing and we are having the same problems with them. They let our paperwork expire, I have the letters to prove it, they say they have not received it. I started emailing with an email receipt and have not received one as of yet. I have also been informed that I have a dedicated account manager, I have not talked to one since XXXX 2015.
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

2016-03-12

NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I am writing because I feel I am not getting a fair chance to save my home from foreclosure. The servicer of my loan as of XXXX 2016 was XXXX XXXX XXXX. They informed me on XXXX/XXXX/16 that there was no scheduled sale date for my property. I was ready to submit a complete application for mortgage assistance to them at that time, but I was advised to wait to do so due to the fact that the servicing of my loan was being transferred to Roundpoint Mortgage Services Corporation and that waiting would not cause any issues since there was not a sale date scheduled. I was told when contacting Roundpoint that they would not have the file until XXXX/XXXX/16. Unfortunately, somewhere between XXXX/XXXX/16 and XXXX/XXXX/16 a sale date was issued for XXXX/XXXX/16. I submitted a complete application for mortgage assistance to Roundpoint on XXXX/XXXX/16, but I was unable to put a loan number on the application since Roundpoint did not have that information at the time ( I had called prior to submitting the application trying to get the loan number ). It took until XXXX/XXXX/16 for Roundpoint to acknowledge that my application was complete, claiming that I did not put the loan number on my application (!!! ). On XXXX/XXXX/16, my file was denied. I called Roundpoint on XXXX/XXXX/16 to make sure the sale date was being postponed. I was not told by the representative about the denial ; I was simply told that a request to postpone the sale had been sent by the Single Point of Contact XXXX XXXX. I asked for a call back from XXXX XXXX. On XXXX/XXXX/16, I called Roundpoint again since I did not receive a call from XXXX XXXX. I was then informed of the denial, the removal of my file from that department, and that the sale of my property was proceeding. I insisted on a phone call from XXXX XXXX since the representative on the phone could n't give details of my situation ( only XXXX XXXX could ). It took 4 days ( XX/XX/2016 to XXXX/XXXX/16 ) from my original request to get a call back from XXXX XXXX when there was a sale date approaching that I was told was in the process of being postponed. Since XXXX and Roundpoint are merging according to what both servicers ' representatives told me, I feel XXXX 's assurances should be honored by XXXX. It was unfair business practice to issue a sale date after advising me to wait to submit an application for mortgage assistance until the servicing transfer was complete, especially considering that issuing a sale date after receiving a complete application is illegal ( dual tracking ). It is also " dirty pool '' to then not inform me of the situation on XXXX/XXXX/16 when I called Roundpoint since the decision had been made 3 days earlier ; had I not called again on XXXX/XXXX/16 I might not have found out at all that the sale of my home was proceeding in a few days. I am also not being given enough time to appeal the denial of my application since the sale is not being postponed. It is apparent that XXXX/Roundpoint is not playing fair and is trying to steal my home out from under me unfairly. I 'm hoping that this agency will police these people, right a wrong, and help me save my home which I can now afford with the help that so many others have been given. Considering Roundpoint has been given XXXX in TARP funds, they should be held accountable for unfair business practices and poor loan servicing.
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

2016-03-09

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced a condo XX/XX/XXXX with no problems. I did not set up an escrow account and paid my taxes and insurance separate from my mortgage payments. XX/XX/XXXX, RoundPoint Mortgage contacted me saying they had paid for my insurance and wanted to be paid back. I checked with my insurer, and they did have a payment from RoundPoint, so in XX/XX/XXXX I paid RoundPoint. Then in XX/XX/XXXX, I looked through my paperwork for the refinance. I have a XXXX form that shows that I paid for insurance as part of closing. I 'm not sure where that money went, and I think I paid twice for that year of insurance. I have called XXXX repeatedly, only to have them tell me to email their servicing help desk. I did that and only received an automated response and no reply as to what any research they may have done turned up. I also sent a letter explaining the situation with a hard copy of the HUD-1 statement and sent it by certified mail. RoundPoint received it ( per USPS certified mail tracking ) on XXXX. I just called them again and was told to email them. I do n't think they are doing anything to look into this matter, and I just keep getting a 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