RoundPoint Mortgage Servicing Corporation

2016-03-09

Leeton, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage Lender Roundpoint Mortgage has raised my monthly payments from US {$2900.00} to US {$3200.00} in XXXX 2016 installment without informing me in advance and without any explanation. My bank has paid the difference in overdraft. I called Roundpoint customer desk and informed me that they can not do anything about it because its the County Tax that was raised and hence the revised monthly payment.
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

2016-03-08

Williamsburg, VA

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

2016-03-06

Arlington, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We need our : YEAR END TAX STATEMENT. We have not received it yet, from Roundpoint Mortgage Servicing Corporation. We called on XXXX/XXXX/16, We were told : in 3 business days, but we did not receive anything. We called again on XXXX/XXXX/16, left and message to be called back but never received a call. We called again on XXXX. XXXX, 2016. In desperation, we tried to set up an online account and were absolutely unable to do so. We also sent a certified letter a few days ago.
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

2016-03-02

Ivalee, AL

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

2016-03-02

Cheshire, OR

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

2016-03-02

Montgomery, AL

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: No Timely Response

2016-03-01

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

Disputed: Yes Timely Response

2016-03-01

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to contact the mortgage servicing company ( Roundpoint Mortgage Servicing ) for weeks to unlock my account. The account was locked because I was forced to change my password and was unsuccessful trying to log in afterwards. I have called the customer service number numerous times, and always get the message " we are experiencing high call volume ... '' etc. I have tried the option of having them call me back, I have e-mailed them, and I have waited on hold for hours at a time. It appears as if they have nobody actually available on the customer service line. In any case, I am unable to log in and am unable to contact them, so I can not get any information about my loan, tax info, or more importantly I can not ask other questions that require speaking to someone. 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

2016-02-28

Boston, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, NC XXXX ; Cust. Serv. XXXX, acquired the mortgage on my rental property in XX/XX/XXXX. XX/XX/XXXX-XX/XX/XXXX, they requested proof of hazard insurance both by mail and by phone, which I provided. XX/XX/XXXX, I received another letter, telling me that XXXX would purchase a " forced '' hazard insurance policy XX/XX/XXXX, because I had not responded. At that time, I called XXXX again and re-sent the Hazard Insurance certificate via PDF/email. The representative on the phone verified that the certificate was received and the policy would not be needed. XX/XX/XXXX, I received a statement from XXXX, showing that {$3400.00} was credited back to my escrow account, as the charge for insurance was reversed when proof of insurance was provided. It appeared the matter was resolved. Then, on XXXX/XXXX/XXXX, I received a letter from XXXX stating that I had a " projected Low Escrow Balance '' and that on XX/XX/XXXX, my escrow balance would fall below XXXX. As such, my automatic payment would be adjusted to withdraw an additional {$140.00} per month to make up for the projected shortfall of XXXX. After speaking to XXXX uninformed and sarcastic representatives on the phone, I was informed that this charge was for lender placed hazard insurance. One employee explained it was because the Insurance company had only credited Roundpoint half of the XXXX charge from XX/XX/XXXX. The second employee told me that I had provided a policy that began on XX/XX/XXXX, and so XXXX needed to purchase insurance ( purportedly in arrears ) for XX/XX/XXXX - XX/XX/XXXX. Neither of these employees could explain why my forced lender policy was approximately 10 times the cost of my condo associations hazard 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

2016-02-26

Key Biscayne, 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

Disputed: No Timely Response

2016-02-26

Chandler, AZ

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

Disputed: No Timely Response

2016-02-24

Trenton, NJ

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: No Timely Response

2016-02-23

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage servicing complaint against Roundpoint Mortgage Servicing Corporation. XXXX personal complaint with CFPB about Roundpoint in two years. In each incident Roundpoint has failed to cashed mailed payments on timely basis. I strongly suggest the regulating agency that is responsible for conducting audits pay a visit to Roundpoint. Roundpoint failed to return phone call " immediately '' as their voice response system stated. 5 days latter I phoned Roundpoint and waited 1/2 hr. on hold to speak with customer service rep in XXXX TX. Rep. informed me Roundpoint had not received payment and late charge was automatically charged. Rep. offered to take a courtesy ACH payment over the phone, I agreed. I shared past experience with XXXX the personal check that was not received was then cashed on the same day as the day the courtesy ACH payment was made. Rep. did look at my payment history and decided to waive late fee. Seriously this does n't pass the smell test, something potentially bigger then lack of execution between the lockbox services they have outsourced with XXXX and Roundpoints internal IT is happening. The leadership is either aware of the problem or they need to be made aware of the problem or they do n't care, could be the culture of the organization. XXXX XXXX had a saying, its ok to make a mistake because we can all learn from our mistakes but if you commit the same mistake twice your doomed to fail.
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

2016-02-19

Belle Haven, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Every year I am forced to spend several months getting my mortgage processing co. to acknowledge my insurance. There seems to be a scam that involves them buying insurance and billing me through escrow. The mortgage company must make a lot of money placing these policies. I live in a XXXX. The Association has flood insurance and the agent and policy has not changed. The information is on line. The mortgage company is named on the policy. The agent contacts the mortgage company and I continue to get letters saying I have no insurance. When you call them, there is always a mistake. The information was n't processed, somebody did n't enter the information properly, etc. It seems that they are trying to wear you down and if you do n't have the time or energy to go through XXXX calls waiting on the phone for an hour or so, then they win. My condo agent, the insurance agent and others all are aware of this scam. Other people must be going through this as well. This year, they sent a letter saying I did n't have homeowners insurance even though they pay the policy directly with escrow money. They are polite during the phone calls. They promise to correct the mistake, but it takes three months every year to get them to cancel the policy or enter the correct information. You know that they are counting on a certain number of people who do n't follow up and get scammed.
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

2016-02-19

Bethlehem, GA

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

Disputed: No Timely Response

2016-02-12

Santa Ysabel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: RoundPoint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, La XXXX CA XXXX Short Sale Package was submitted to RoundPoint on XXXX/XXXX/XXXX. The offer price is $ XXXX. Finally on XXXX/XXXX/XXXX we were told that they were looking for a net of $ XXXX. The rep we spoke with sent a message to their negotiator, XXXX XXXX, to call us back by the end of the day to discuss. We were assured we would get a call by the end of the day. No one called us. In addition, the rep we spoke with did n't even know what XXXX was. On XXXX/XXXX/XXXX we sent an email to XXXX XXXX requesting a call back. No one called back or even responded to the email. On XXXX/XXXX/XXXX we called RoundPoint again. We were told that they had " approved the short sale with a net proceeds of XXXX ''. However, they are refusing to provide anything to support the net proceeds, nor will anyone in their company discuss this with us in any way whatsoever. 1. RoundPoint is outright refusing to return any phone call whatsoever to the Authorized Third Party. 2. RoundPoint is committing valuation fraud by overvaluing the property and not allowing a value dispute. 3. RoundPoint is violating the ECOA guidelines by not providing a copy of the Appraisal/XXXX as requested. 4. I 'm pretty sure they are also violating their servicing guidelines and Defrauding their Investor, considering that no one in the company knows what XXXX is, and they are committing valuation fraud, and everyone in the company is refusing to call us back or speak to us on this matter.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-11

Atl, GA

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

Disputed: No Timely Response

2016-02-09

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Roundpoint mortgage keeps making mistakes in applying my funds to additional principal. Customer service has kept me on hold waiting for a supervisor for over an hour. This is not the first time this has happened.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-08

Yonkers, NY

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-08

Huntsville, AL

Loan modification,collection,foreclosure

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

2016-02-08

Yonkers, NY

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-05

Winter Park, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-05

Brickerville, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-03

Santa Rsa Bch, FL

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

Disputed: No Timely Response

2016-02-03

Marrero, LA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response