RoundPoint Mortgage Servicing Corporation

2015-12-30

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX/XXXX/2015, I increased the amount of my automatic monthly mortgage payment by {$100.00} to pay off my mortgage faster. I received an email indicating that my auto debit payment date has been changed ( which I did not change online ) so I called to inquire. I spoke to XXXX. She assured me ( multiple times on a recorded line ) that my payment automatic deduction would occur on the XXXX of every month as it had for the past several months. On XXXX/XXXX/15, Roundpoint deducted my mortgage payment from my bank account. I called and spoke to XXXX ( XXXX ) and he assured me that the money would be returned the same day. XXXX called back moments later asking for my bank account number and routing number which Roundpoint obviously has since they have been deducting my monthly mortgage payments. I was uncomfortable providing this information to XXXX and he refused to process the refund. I asked to speak to his supervisor. After a 45 min wait, XXXX finally got on the line. She could not explain why 1 ) XXXX had asked for my account information given that they have it on file 2 ) Roundpoint had deducted the money without my permission.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-16

Yonkers, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Bayville, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Quartzsite, AZ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We have a home loan with Roundpoint Mortgage. In XXXX we sent {$270000.00} with a request to recast our loan. We were eventually referred to a XXXX XXXX who told us to send our recorded Deed of Trust, we sent it several times. He stated in an email XXXX/XXXX/15 that he received all XXXX pages, then on XXXX/XXXX/15 he stated in an email he did NOT get them, and we sent them again. On XXXX/XXXX/15 he stated in an email he got all pages. We sent several emails asking for a status update. On XXXX/XXXX/15 he stated in an email that the processor will have documents to us by end of XXXX. We sent emails the end of XXXX asking the status as we received nothing from the. On XXXX/XXXX/15 he called our home and stated that they were waiting for us to send the Deed of Trust! He was reminded of all the above information and after arguments he " checked with his processor '' and said we would have documents by XXXX. We asked for that in writing and also to speak with his supervisor XXXX XXXX. XXXX never did return a phone call and neither XXXX nor XXXX have returned multiple requests for a status update. They have had our money since XXXX. All we are asking is to have our loan recast. Their incompetence and lack of response and follow up is frustrating and unnecessary. It is difficult to speak with XXXX and each interaction leaves us frustrated and upset. Please help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I currently have three ( 3 ) issues. Number one ( 1 ) and two ( 2 ) need to be address. Number three ( 3 ) is a violation of the FDCPA and a complaint has already been sent through the FTC. Number ( 3 ) has been included to provide a complete picture of that is going on. ( 1 ) I am attempting to have my Personal Mortgage Insurance ( PMI ) removed. Currently my account 100 % complies with XXXX the lenders requirements and my closing documents requirements for removal of PMI. I strictly followed the steps that are outlined in my closing documents. These steps are identical to the ones listed on Roundpoints website, which ask for the request to be email to XXXXXXXXXXXX. My servicer ( Roundpoint ) followed up with a Roundpoint " PMI Removal Form '' that is not tailored to the requirements of my lender. There form would put additional limitation on my account and states I am not eligible for PMI removal. I have sent multiple emails informing Roundpoint that I can not sign any document that may alter my current loan, be seen as an addendum, or that does not comply with the lenders requirements. Rounpoint refuses to continue the PMI removal process unitl I fill out there form. I informed Rountpoint that there standard form is not a requirement of the lender nor is its completion listed as a required step in my closing documents. ( 2 ) The servicer ( Roundpoint ) states I have to pay $ XXXX {$600.00} for an appraisal. Since my email string ( attached ) the servicer has agreed to let me review the invoice and confirm the appraisal has not been " marked up ''. Though this is still higher than normal. I am worried Roundpoint is getting a kickback that may be masking any markup. I informed my servicer that the lender ( XXXX ) allows for a BPO to confirm property value and would be substantial cheaper. Roundpoint keeps saying an appraisal is " required by the lender ''. I sent Roundpoint a link ( shown below ). That indicates an appraisal is not " required ''. I have sent multiple email trying to have a discussion on this but Roundpoint refuses to address my concerns directly. XXXX : XXXX -Reference " Borrower-Initiated Termination of Conventional Mortgage Insurance Based on Current Property Value '' subsection XXXX. ( 3 ) The servicer ( Roundpoint ) attempted to contact me. A representative called me and immediately asked for my address and last XXXX of social. I informed him that I would not provide that information to some random " XXXX '' that calls me. I stated, " I need confirmation that you are actually from Roundpoint. '' He refused to provide any information and stated that my refusal would be, '' notated on my account ''. I never confirmed I was the borrower and the servicer still added notations on my account based on the conversation. I have submitted a complaint with the FTC in regards to this FDCPA violation.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Forest, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-05

College Hills Mall, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-04

Lexington, KY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-12-01

Gr, MI

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Roundpoint had me sign an approval to participate form in order for them to approve the short sale of my home. After many months of offers being put in on my home and losing the offers ( because Roundpoint simply took to long to approve the short sale thus giving them more money in fees that I owed ... some of my offers were almost over what I owed on the home to begin with and I even had a cash offer fall through ) they finally had me sign an approval to participate saying they would accept an offer that was made on my house. In the approval form it states that if I successfully close on the sale of my home following their procedures ( which I did ) that they would compensate me {$750.00} at closing. And that my compensation would increase to {$1000.00} if I closed before XXXX XXXX ( which I also did ). It says I may elect to receive cash or apply some of all of the compensation to sales costs not paid by HUD. Now, when the closing happened they never asked me how I wanted to receive this compensation ( I would have elected to receive cash ). It was never put on the HUD ( nor could it have been, because in a short sale there may not be a payout ). Now, over a month later after my closing I still have not seen the compensation they promised me for doing these things. According to a party at Roundpoint ( all conversations at their company are recorded ) they may not pay out because of some type of Respa ( not sure if that is correct ) procedures. HOWEVER, I asked her several times if respa procedures include anything about a compensation. She said " no ''. I said " then Respa has nothing to do with this compensation because it is not a normal procedure, correct? '' and she said " correct maam '' then went on again talking about Respa. The paperwork clearly states they would pay me the compensation if I did everything they asked. I did everything they asked and then some. I suffered fines and fees for over a year because of this company dragging their feet and me losing potential buyers on my home. Roundpoint owes me {$1000.00} according to this agreement. And I am willing to take the matters to court if they do n't compensate me what THEY owe me. My realtor did not give me this paper, the title company did not give me this paper, ROUNDPOINT did. Therefore, they owe me the money.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-01

Everett, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In summary, Roundpoint Mortgage failed to pay my property insurance from escrow leaving me without homeowner 's insurance and at risk to lose everything I own and failed to collect the appropriate amount to pay my property taxes leaving a deficit in escrow. This is a contractual failure on the part of Roundpoint. After these issues were called to their attention repeatedly over several months, Roundpoint subsequently failed to pay attention, failed on their fiduciary obligations, and cost me hours of my time chasing some sense of accountability on their part for MONTHS and created an emotional burden is also a cost to me without any acknowledgement or follow up. The first problem : Not performing an escrow analysis in a timely manner ; meant the account was not being serviced per the terms and conditions of my account and resulted in a shortfall of funds to pay the property tax. The second problem was that I was without insurance protection and could have lost EVERYTHING I OWN. I have been faithfully paying my homeowner 's insurance for DECADES without fail and Roundpoint 's negligence could have put my entire estate in jeopardy. My insurance company homeowner 's insurance renewal mailed out on XXXX XXXX, 2015 with a XXXX XXXX, 2015 due date. Payment was not received. A cancellation notice was mailed out XXXX XXXX, 2015. My insurance company called me on that day to notify me of the nonpayment. XXXX more subsequent calls were made by my insurance agent between XXXX XXXX and XXXX XXXX, 2015. The payment was received on XXXX XXXX, 2015. As a result of the insurance payment being late there were 2 days where I DID NOT HAVE INSURANCE coverage on my home! For THREE MONTHS, my account was ignored and no action or acknowledgement was taken even after XXXX WRITTEN NOTICES and XXXX PHONE CALLS. XXXX subsequent phone calls over TWO MORE MONTHS have resulted in continued delinquency and negligence in addressing a systemic problem with Roundpoint Mortgage. I called on XXXX/XXXX/15 and spoke with the call center supervisor " XXXX '' with the direct phone number of ( XXXX ) XXXX. Account notes showed an " escalation '' on XXXX but no follow up or contact with me. XXXX promised to address this issue but I never heard back from him. I called back again on XXXX/XXXX/15, over a month later and left a voice message for " XXXX ''. he apparently does n't work there anymore so I left a message with " XXXX 's supervisor : " XXXX XXXX '' by calling the insurance department directly at ( XXXX ) XXXX. " XXXX XXXX '' never returned my call. I called again on XXXX/XXXX/15. " XXXX '' said " XXXX XXXX XXXX was not at his desk so I left another voice mail. No return call. After FIVE MONTHS of no response, no follow up, and no action, I called again on XXXX/XXXX/15. " XXXX '' said " XXXX XXXX '' is no longer with the company. " XXXX '' - another supervisor transferred me to XXXX XXXX. I spent almost two hours on the phone with XXXX XXXX and was only able to get him to reiterate what I 've been saying all along. He drafted a Summary of complaint on XXXX/XXXX/15 for the " Correspondence Team '' and emailed it to me. This should have been escalated to management immediately and dealt with instead of continuing to get the run around. Routing the SAME complaint to some " team '' is just pure runaround. Proper company procedures should have been scrutinized. ESPECIALLY since it looks like this company has a TRACK RECORD of non-payment from escrow to insurance companies.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-29

Mount Vernon, OH

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-26

New Orleans, LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter from my mortgage company, RoundPoint mortgage, XXXX XXXX, 2015 alerting me that I did not have adequate flood insurance coverage and would need to raise my coverage to {$250000.00}. I promptly called RoundPoint 's insurance department and spoke to XXXX. I explained that I had just gone through this same issue with XXXX XXXX at RoundPoint in XXXX of this year, and the {$190000.00} worth of coverage that I carry on my building is sufficient to cover the replacement of the building. XXXX reviewed my file and said that he would need a form from my insurance agent stating the coverage that I have is sufficient and all would be taken care of. He said that he would contact my agent the next morning to get what he needed. I also contacted my agent, XXXX XXXX at XXXX XXXX XXXX, and on XXXX XXXX, 2015 she confirmed that she faxed over a copy of my flood insurance renewal XXXX page, and renewal application listing the replacement cost to RoundPoint and the issue should be resolved in 24-48 hours after RoundPoint processed the information. I then get another letter dated XXXX XXXX, 2015 again telling me I do not have sufficient flood coverage and will need to raise my policy to {$250000.00}. I spoke to XXXX in the RoundPoint insurance department on XXXX XXXX, 2015. He told me that they had received the information from my insurance agent and that my coverage amount was only {$130000.00} and would need to be raised to {$190000.00} to cover the cost of replacement on my building. He also indicated that they overpaid the premium on my flood policy. This information did not seem correct, as my flood coverage was always {$190000.00} and it did not make sense that it was lowered, but I said I would check with my insurance agent and if it was only {$130000.00} I would have it raised to {$190000.00}. XXXX also said that he needed to check on the overpayment and would get back to me. As seems usual for RoundPoint I did not hear back from XXXX as promised. On XXXX XXXX, 2015 I again contacted XXXX to confirm the amount of my flood coverage and to find out about the overpayment XXXX mentioned. XXXX confirmed that my flood coverage is {$190000.00} and that it was possible the {$130000.00} was a typo on the part of the mortgage company. She also confirmed that there was no overpayment of my flood premium, the payment amount that XXXX quoted was for the hazard insurance policy, not the flood. I then called Roundpoint back and this time spoke first to XXXX, then to his supervisor XXXX. XXXX then tried to convince me that {$250000.00} of coverage was required because of my loan amount, to which I explained to her that my loan amount has nothing to do with the amount of flood coverage required. Flood insurance does not payout any more than what the building is worth no matter how muck flood coverage I have and my loan amount was to purchase land as well as the building and as a mortgage professional she should know that. As such, the {$190000.00} worth of coverage that I carry is the correct amount needed to replace the building. She then tried to backtrack and stated that there are instances where less than {$250000.00} of coverage are sufficient and my house is XXXX of those cases. She also confirmed that my flood policy was for {$190000.00} and that was sufficient. At this point it was my understanding that this issue was resolved. Then I received a letter from RoundPoint dated XXXX XXXX, 2015 alerting me that they had forced placed {$58000.00} worth of coverage on my dwelling for an additional {$430.00} per month.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-23

Royal Palm Beach, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-23

Blackbird, DE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage company, Roundpoint Mortgage, is very incompentent. I provided needed flood insurance documentation multiple times to the email addresses provided, with proof. They still assesed flood insurance to my escrow, after receiving proof. Since working with a bad customer service experience I have received XXXX different revised escrow analysis statements with no explaination. Calling them is no walk in the park. The real kicker is anytime you go to make an on-time payment they asses an NSF fee automatically within their on-line payment system. That is just wrong.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-23

Santa Ysabel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was sent a letter XXXX 2015 shortly after roundpoint started servicing my new mortgage. They were saying that I did n't have proper insurance for my condo so I sent the a copy of my XXXX policy and the associations master policy. I was assured by my mortgage originator that the coverage passed underwriting and was within XXXX guidelines. When calling to follow up with roundpoint I was told that the fax went to a central location and it would be days before it was fixed. I never heard anything back until moths later getting another letter stating that they were forcing me to use their insurance company since I did n't provide proof of insurance. At that point I got my mortgage originator involved and we sent the proof to the fax number provided from HIS office and got confirmation of delivery. Then about a month and a half later on XX/XX/XXXX I was notified that I was charged {$1900.00} for insurance which is an unbelievable number since my insurance is slightly over {$30.00} per month and the dwelling ( condo ) is covered by the HOA with a XXXX dollar policy. Now unfortunately I am stuck due to the servicing violation at the hands of roundpoint mortgage servicing because my impound account is in the rears. After multiple attempts between XX/XX/XXXX and now I have tried to contact them by phone and get the run around. They can never give me a manager on the phone and keep telling me that there is nothing that can be done. I have multiple emails showing that I scanned and emailed them and faxed the proof of insurance and it has now cost me tens of thousands of dollars.. That sounds like a stretch as my damages might seem like they should be {$1900.00} for their forced insurance that was n't needed or legal so let me explain. A few weeks ago mortgage interest rates had dropped to the lowest point of the year. Unfortunately I could n't take advantage of a refinance because the balance on my impound account is now at a NEGATIVE {$1500.00} so in addition to the closing costs I would have to pay the negative that was caused by their fraudulent insurance and enough money to establish a new impound account which should have already been in mine and carried over. The difference between my current rate and the rate I could have received when they dipped when amortized would have been tens of thousands on top of the fact that they will be raising my payment on a FIXED loan to cover their insurance. I have gone through all of the standard protocol up to this point and have no other option to ask for your help in this matter. It seems that if I am having these issues with this company others must be too and they should be audited and forced to pay ACTUAL damages plus penalty for almost on purpose overcharging and abusing consumers.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-19

Fairfax, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-18

Saint Charles, MD

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2015-11-11

Barnsboro, NJ

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

2015-11-11

Itasca, IL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I recently refinanced my home mortgage. The payoff exceeded the balance of the note by {$2000.00}. The loan paid off was serviced by Round Point Mortgage Servicing Corporation. The loan was paid in full on XXXX/XXXX/2015. As of today I have not received the balance of the overpayment nor have i received a date as to when I will receive my funds. I have spoken to RPM 's customer service and have yet to be the beneficiary of any of their promises.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-11

Clarksville, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Since XX/XX/2015 my mortgage company, Roundpoint Mortgage Servicing Corporation, has been charging me escrow of over XXXX dollars. My homeowners insurance company told them I did not renew my policy. That was not true.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-10

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am being overcharged ( Corparate Advance Fees ), Home Preservation Fees. My home is being evaluated up to XXXX times this year alone, and I am being charged those fees. Is this really necessary? When getting an appraisal, I know that XXXX is enough. Please help. Could I at least have proofs?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-10

Rehoboth Bch, DE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I submitted a request for the removal of PMI after my loan reached XXXX % LTV ratio in XX/XX/XXXX. I received confirmation of my request on XXXX XXXX, 2015. This stated that they received my request, and that I would receive a written determination within 30 days. On XXXX XXXX, 2015 I received a phone call stating that I had submitted the FHA form, and I needed to submit the conventional. While on the phone, I brought up the form, and confirmed that I had sent the conventional. I placed on hold and the customer representative came back and stated that I had filled out the correct form, but I had not checked any boxes. I confirmed that I had not check any boxes, because none were relevant to me. Again I was placed on hold, and when the customer service rep came back on, she stated that the requirements for removal were a XXXX %, LTV. I stated this was incorrect, my loan documents stated it could come off at XXXX pct, with automatic removal at XXXX pct. Again I was placed on hold. When the representative came back, she asked that I email a copy of my loan documents, which I did. On XX/XX/XXXX, after 3 months of no reply, I called to check on the status. The representative stated that they did receive my request, but needed me to fill out a new one. When asked why they needed a new one, the representative stated some of my information may have changed. I stated the form only asks for my loan number, address, and SSN, which have all stayed the same. Again I was placed on hold. After 5 minutes the representative returned and said they did not have an image of the request. When pressed whether they lost it, she would not comment. After 100 days, I am still at the beginning process of the removal of my PMI. Due to this delay, I have paid an additional 3 months worth of PMI.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-11-09

Cutler Bay, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-11-08

Gardnerville, NV

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

2015-11-02

Clover, SC

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