RoundPoint Mortgage Servicing Corporation

2015-09-11

30th Street Train Station, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-09-11

Arvada, CO

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

2015-09-08

N Brunswick, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: No Timely Response

2015-09-07

PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: For over 20 month I was unemployed and I was behind with my mortgage. Original mortgage servicer was XXXX XXXX XXXX and the mortgage was transferred to Poundpoint Mortgage. XX/XX/XXXX I received a trial modification plan. I paid the trial plan on time XX/XX/XXXX when mortgage was modified. In accordance with Making Home Affordable program if the mortgage is modified the late payments shall be removed from the Credit Reports. Roundpoint Mortgage is still reporting my mortgage delinquent impairing my credit score and preventing me from getting credit. Roundpoint Mortgage is violating the clients wrights see the link below for victims XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-06

PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, 2014 I received from Roundpoint Mortgage a trial modification plan the interest rate offered was 5.5 % acceptedThe final mortgage modification was changed and the interest rate was incised. The Roundpoint Mortgage performed criminal activities and have to closed down the see link below : XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-04

Lakeview, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2015-08-29

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my home on XXXX XXXX of 2015. Prior to doing the refi my mortgage was with Roundpoint Mortgage, XXXX XXXX XXXX XXXX NC XXXX. Orginally I had financed the PMI into the loan with Roundpoint as per the UGI the PMI was refundable along with the escrow. On approximately XXXX XXXX, I received a refund for the escrow but not PMI. I then contacted the representative from XXXX who confirmed that the PMI was refundable. After being told this I contacted Roundpoint on XXXX XXXX and was instructed on how to proceed with getting the PMI refunded. On that date I emailed them the UGI and stated my concerns, I was informed that I would be contacted by a representative from the company, I also received an email stating that they had received my email and attachments. After approximately two weeks I contacted Roundpoint and was told that the email went missing in their servicing department and that someone would be contacting me. This never happened. On XXXX XXXX I once again contacted Roundpoint because a representative had not called or emailed me. I was told that I had to email them the UGI and explanation on why the PMI was to be refunded. As I did thisI was told that reprensative would be contacting me within XXXX hours. Upon doing this I received an email stating that that the company had received my request and I would be contacted. After XXXX hours, I was once again not contacted. On XXXX XXXX, I once again contacted Roundpoint and was informed that they were looking into the matter and once again I would be contacted by a representative within XXXX hours which did not happen. Because of this on XXXX XXXX, I once again contacted Roundpoint via phone and was informed that the PMI was to be refunded within 30 days. I was informed of this approximately 2 months after I had completed the refinance. Today on XXXX XXXX, I received a certified letter stating that the mortgage insurance was cancelled on XXXX XXXX. This approximately two months after they received paperwork from my new servicer and one month after I had orginally emailed Roundpoint. In this letter I was informed that I would be receiving a refund once they are able to locate the check. At this time I do not know when the check will be sent since this company seems totally incompetent. I feel that I have been as though I have been receiving the runaround from this company for the past three months and nothing can be done about it. I will be informing the representative from XXXX to not use this company again.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-08-28

Marrero, LA

Communication tactics

Debt collection: Mortgage

Threatened to take legal action
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-27

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have a very low interest rate. Our mortgage company is changing our rate when we have a fixed rate. They are telling us we are behind in payments and we owe money when we are not. Every 6 months they tell us that we owe XXXX dollars and threaten to foreclose. We have thousands of dollars left in escrow and it just seems to disappear. We have hired lawyers before and they settle with our house company and say we are caught up, and we end up having to pay XXXX dollars for our lawyer. 6 months later they start doing the same thing again. At this point we are seeking any help on the unfair practice that they are giving us. They are just trying to get us out of our mortgage because of our low interest rate. The reason they had to take such a low interest rate was because we were part of the XXXX ordeal, when they went out of business. We would appreciate any help you could give us.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-26

Lithonia, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-26

Dallas, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I spoke to Roundpoint Mortgage Service about the procedure for making a principal curtailment payment and recasting my mortgage in XXXX 2015. I was told that I should submit my regular monthly payment, then a curtailment payment, then send a request to the servicing help email address requesting a recast. I was informed the processing would occur within XXXX days and that I would be contacted for any further information and given documentation with new loan terms to accept. I submitted a curtailment payment of {$44000.00} on XXXX XXXX. Despite numerous phone conversations and emails, Roundpoint has not to my knowledge taken any steps to complete the recast of the mortgage, including informing me of any further information needed to complete the recast as explained to me prior to making the curtailment payment ( I opted to pursue a recast instead of refinancing the property based on the representations of the Roundpoint representatives ).
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-25

Newnan, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Dear CFPB Representative ; Is there anything we can do about bad service from a mortgage company? I am writing to complain of XXXX errors that have occurred in the servicing of our loan. The XXXX XXXX errors have been with the application of XXXX of my payments. Every payment that I mail includes a payment voucher clearly stating the normal mortgage payment plus any additional payment details. On XXXX different occasions over the last year, my payments were erroneously applied totally to principal rather than to principal and interest as required. Each time, I had to call customer service and point out the error and how the payment should be corrected. I was told by customer service, that if I wanted to avoid future errors, I should go online to input my payment amounts to their system. I think going on-line should not be necessary when I complete the company provided payment voucher and send with my check. In fact it feels I am doing a Roundpoint employee 's job. The last error was a Roundpoint over-payment from my escrow account for the dwelling insurance. The Insurance Company sent a bill to Roundpoint for {$730.00}. Roundpoint issued a check to XXXX XXXX for {$1700.00}. This error actually paid out more money than the escrow account contained! The estimated insurance amount was only {$930.00} dollars, but almost XXXX that amount was paid out with no alarms. I spoke with XXXX ( processor code XXXX ) in customer service and XXXX ( insurance department ) regarding this error. They were not able explain how this error could happen nor if there were any procedures in place to avoid these errors in the future. After depositing the refund check from the insurance company, I have mailed a check for {$1000.00} to fund the escrow account. The current Roundpoint statement ( copy attached ) still shows an escrow shortage as they had not received the {$1000.00} check at the time the statement was printed. I have no confidence that this error will be properly corrected by Roundpoint, nor do I have any confidence in any of their balance calculations. In addition, I am angry that Roundpoint customer service has been outsourced to the XXXX! It is always difficult to resolve an error but then to try to explain issues to someone who can hardly be understood because of such a strong accent is frustrating. I am horrified that my confidential information is in a location where the security is questionable and accessed by people who are not subject to the judicial system of the United States. I have been a homeowner since 1986 and never experienced such errors from a mortgage company. Is there anything I can do to insure that this does not continue?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-25

Lithonia, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-21

Harsens Is, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I sent my reduced property tax bill to Roundpoint Mortgage Servicing company via email. I called them a few days later to make sure they received the information, and to learn what my new payment would be. The young man on the phone could not give me that information, but told me they would run a new analysis in XXXX. I told him that was not acceptable, so he agree to run a new XXXX by XXXX XXXX. The company did so, but used the old property tax information rather than the new XXXX. My original summer tax bill was {$4200.00}. The new XXXX is {$2300.00}. My new payment shows an increase of {$35.00} per month, using the wrong property tax information. I have contacted Roundpoint again, but not heard from them.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-08-20

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-19

Campton Hills, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-19

Bronx, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-08-17

Ehrhardt, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I 've had a mortgage with Roundpoint based in XXXX, NC since XXXX of 2014. I have a fixed rate mortgage. They have several times attempted to raise my rates, increase my monthly payment, and then charge a late fee. That issue was finally resolved after several months. Then I make payments through their online system which they will not accept. When I call the company, I am transferred and kept on hold for hours, unable to speak with someone about making a payment for the correct amount. I have been given directly conflicting information about the payment schedule by the representatives. Everytime I am able to speak with someone, I am told to sign up for automatic billing which I do not want to do, as they have often charged me incorrect amounts. Every month its a problem. Finally, this month, I mail all of my household bills off on the same day. Every check has cleared except ( guess who ) Round Point. They called me to tell me they will be adding additional fees to my account for a late payment. Then they said they may have already received it but the " system has n't updated ", in which case, I am still being charged and having a negative report on my credit. I called back to speak with someone after verifying with my bank, and I was put on hold then " disconnected ''. Which seems to happen at such oppurtune times. I think they are routinely and deliberately finding ways to overcharge customers. Every month. I could understand maybe XXXX or XXXX mistakes within this period of time, however, this must be deliberate. I would greatly appreciate any help that could be provided. Thank you.
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-08-12

Hephzibah, GA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-08-06

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am filing a complaint against Roundpoint Mortgage Servicing Corporation regarding their handling of my transfer of my mortgage in the final stage of the modification process. I filed for loan modification in mid XX/XX/XXXX. Over the course of the next year I submitted documents as requested by XXXX and in XXXX of XX/XX/XXXX my modification was approved and I was asked to make XXXX trial payments due in XXXX, XXXX, XXXX & XXXX. I made the payments & called them back in XXXX & was told that suntrust would send me the documents to make them loan mod permanent. I received the final loan mod docs & signed, notarized witnesses copies were delivered to them on XX/XX/XXXX. On XX/XX/XXXX my loan was transferred to Roundpoint Mortgage Servicing Coprporation. I contacted them on XX/XX/XXXX just to let them know about the loan modification. Roundpoint asked me to email them a copy of the loan mod docs to speed up getting the information put into their system. Since that date, Roundpoint has asked me to send the documents to them XXXX more times and they have done nothing to update my account accordingly. I contacted XXXX multiple times between XX/XX/XXXX and XX/XX/XXXX to have the executed loan mod docs sent to Roundpoint and they were never sent. I filed a CFPB complaint against XXXX on XX/XX/XXXX and through their investigation, they found my signed final mod docs and they have now said that they executed the documents and they are sending them to Roundpoint so that Roundpoint can update their system with the new terms. I spoke with Roundpoint and they said that they would have to have the documents reviewed again by XXXX in order to finalize the loan modification!!! The loan was already modified by suntrust and Roundpoint needs to accept the new term and update their system. Also, Roundpoint has lost or misapplied my XXXX payment. I am also being told by Roundpoint to continue making trial payments even though my trial period ended in XXXX!!! Also, Roundpoint is charging me a {$15.00} inspection fee because they show my account as past due because they are not applying my payments properly! I need for Roundpoint to update their system as soon as possible so that I can have my payments applied properly.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-08-04

Moapa, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-08-01

Stilesville, IN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In XXXX we discovered toxic mold in our home ( recently purchased ) and we could not afford the XXXX required to fix the problem. We were forced to abandon the home but continued to make the payments through XXXX as we explored our options. During XXXX and XXXX we proactively communicated with the mortgage company on multiple occasions regarding the problem hoping for help in brainstorming solutions that would be mutually beneficial. As we were n't yet behind in payments they did n't seem very interested in our situation. We informed them that they house was being listed for short sale. Then in XXXX we had to quit paying so that we could get an apartment. With our payments delinquent they began calling - daily. I answered the XXXX calls XXXX interrupting baby 's nap times, my day at work, etc ) each time forced to relive the whole traumatic situation and explaining everything to the collector who could n't seem to " find that information in the notes on the account. '' I reminded them that the house was for short sale and that we would not be making any payments while it was listed. I told them that we would be submitting a hardship claim soon but as we had no offers on the property yet and we were n't wanting a payment modification of any kind that the hardship package was at that exact moment kind of a moot point and a lower priority than changing our homeless status. I told them that we would call them if anything changed in the situation - we would call them proactively as we had done from the beginning. As their calls continued and became even more aggressive in frequency I began ignoring them - there was no point in submitting to their daily harassment and having the same EXACT conversation over and over again when they already knew everything there was to know and I had no new information to give. A month or two elapsed as we got our lives in order. Then last week, the same week I completed the hardship package and was going to email it, I got a call from my old neighbor ( who has been watching the house, mowing the lawn, etc ) saying there was a notice on the door regarding the bank changing the locks. So on the day I sent over the package I also called and spoke to a bank employee. I reiterated our situation to her as well, and asked her why the notice was on the door, etc. It seemed foolish to me for them to change the locks which would only prevent us from showing the house and getting an offer in order to get them their money. She notated that conversation and then sent a request to the loss mitigation employee who was assigned my case and would call me back in regards to the notice on the door and the hardship package I submitted. I asked her to stress that he should call me back immediately. That was Wednesday. I still have n't heard from him today - Saturday. On Friday however, my neighbors witnessed the bank coming with a truck and removing all of our property and changing the locks! I am less concerned about the locks changing as I assume that my realtor could work directly with the bank and get around that. However I am infuriated that they stole all my belongings! My question is, considering all the details above and especially the fact that I had submitted my hardship package, did they have the right to change the locks and take my belongings. What recourse, if any, do i have in order to get my belongings back? Thank you! XXXX XXXX
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: Yes Timely Response

2015-07-31

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: 1 ) My wife and I refinanced our home loan through XXXX XXXX ( mortgage company ). Our NEW 30-year fixed rate conventional loan closed and funded during XX/XX/XXXX. Our new payment is {$230000.00} which includes {$160000.00} toward loan principal and interest plus an additional {$740.00} into escrow for payment of real estate taxes and our homeowners insurance. The XXXX mortgage payment was scheduled for XX/XX/XXXX. 2 ) During XX/XX/XXXX, we received notices from both XXXX and ROUNDPOINT MORTGAGE of XXXX, XXXX indicating that our loan SERVICING had been assigned by XXXX to ROUNDPOINT and that we were to begin making our {$2300.00} payments to ROUNDPOIINT XX/XX/XXXX. 3 ) We then met our first three ( 3 ) mortgage payments due XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Everything was fine to this point. All funds were applied correctly to this point. Our XXXX quarter XXXX real estate taxes were paid as due! 4 ) With our {$2300.00} payment due XX/XX/XXXX paid on XX/XX/XXXX, we then received a ROUNDPOINT letter dated XX/XX/XXXX. This was an ESCROW ANALYSIS informing that our monthly payment amount was to be changed. The payment would be reduced from {$2300.00} to {$2200.00} because the {$140.00} portion of our escrow payment ( the homeowner insurance amount ) would no longer be collected in our payment. We soon received an escrow refund check from ROUNDPOINT in the amount of {$120.00}. . 5 ) We contacted ROUNDPOINT and informed them of their error. They acknowledged! We were to continue making our payments at the original {$2300.00} amount 6 ) We paid our XX/XX/XXXX payment and all was fine to that point 7 ) We soon received another ESCROW ANALYSIS LETTER dated XX/XX/XXXX. This letter indicated that we had been paying {$590.00}. We always paid {$740.00} not just {$590.00} as this XX/XX/XXXX letter indicates. The XX/XX/XXXX letter indicate that our escrow payment is to be increased to {$740.00} from the current {$590.00} level. Now, please keep in mind that our required escrow payment has always been {$740.00}! Please keep in mind that we had always paid {$740.00}! Please recall that the {$590.00} amount only came about based on an error in the ROUNDPOINT LETTER of XX/XX/XXXX. {$590.00} had never been the only amount collected into escrow during our first 5-mortgage payments. Now, the ESCROW ANALYSIS process complicates matters worse! The escrow analysis concludes that since we are only paying {$590.00} into escrow all year ( not the {$740.00} we actually were paying ), we now have a projected {$1100.00} escrow balance shortage to make up. For this reason, there would be an extra {$92.00} collected in our new payment ion order to recover the escrow deficiency. Our payment would not be returned to {$2300.00} as it should have been all along, but rather, the new payment would have to be {$2400.00} which includes {$830.00} into escrow and not {$740.00} beginning XX/XX/XXXX. 8 ) Again we contact ROUNDPOINT CUSTOMER SERVICE and explain how they are screwing this loan up completely. This time, there is no success. They are convinced that after only having made XXXX-payments on our mortgage loan that we now have an escrow shortfall of & gt ; {$900.00}. They are refusing to back off on the {$2400.00} payment 9 ) We paid {$2300.00} on XX/XX/XXXX for that payment. We paid {$2400.00} ( extra escrow ) on XX/XX/XXXX as XX/XX/XXXX payment and now we have paid {$2400.00} on XX/XX/XXXX as the XX/XX/XXXX payment so as to not default even though the XXXX customer service personnel wont make the necessary corrections. I am convinced it is not because they want to be uncooperative. The problem is they dont understand what they did or how they did it. 10 ) I am now compelled to submit a RESPA Section 6 complain
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: Yes Timely Response

2015-07-27

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-07-24

Irving, TX

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response