RoundPoint Mortgage Servicing Corporation

2019-04-01

Staten Island, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-01

Liverpool, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: What good is this portal, if you accept a company 's response, even though answer was FULL of mis-truths, but you accept it & close the claim? I filed complaint # XXXX, which was closed as soon as the company responded. I had to edit original complaint MANY times, due to website 's character limits.There were MANY facts omitted, I thought more info would be requested later.Appears to be total waste of time. I overpaid my mortgage for 2 months by over {$300.00}. but I managed, did homework to get it fixed, but many errors were made by company in process. They opened 2 help tickets on XX/XX/XXXX-one to update taxes, other to re-analyse, was told would get new analyses 7-10 days later. When called on XX/XX/XXXX, ticket to re-analyse was closed on XXXX, because taxes were not updated. Verified by phone, prior to XXXX insurance payment being sent, new declarations page had been received-payment amount info had not been updated. Why are you here, if not to help consumers?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-28

Citrus Heights, CA

Struggling to pay mortgage

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

Timely Response

2019-03-26

Lafayette, IN

Struggling to pay mortgage

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

Timely Response

2019-03-21

Bywater, LA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-20

CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received my escrow analysis statement dated XX/XX/2019 Immediately I noticed an error as my XXXX month activity was showing {$0.00} however I have never missed a payment or had a late payment for the 4+ years we've had this loan. XX/XX/2019 - I called the mortgage company ( RoundPoint ) and spoke to XXXX a customer service employee who saw the same issue as I and said he would request another analysis to be completed on the account I was total 3-5 business days to reanalyze 20 min call XX/XX/2019 - I called RoundPoint again because no one had gotten back to me and spoke to person who was extremely confrontational and was not listening to the issue. Ended call with me deciding I would call back and speak to someone else 22 min call XX/XX/2019 - I called RoundPoint and spoke to XXXX who also was pushing back on my request however at the end of the call said she would request another analysis to be completed on the account I was total 3-5 business days to reanalyze 37 min call XX/XX/2019 - XXXX called me and said that the escrow department refused to reanalyze the escrow account as I had " no basis '' to request one. I explained that 12 payments were requested and I made 12 payments so how are 11 payments only listed as actuals against my account. XXXX mentioned minimum balance in account to be $ XXXX. I then asked her for the calculation for the minimum required balance in the escrow and was told she would email it to me. She put me on hold and spoke to escrow department and they agreed a variance was noted and would reanalyze. 36 min call XX/XX/2019 - XXXX called me and said that the escrow department refused to reanalyze the escrow account. We again went through what was going on. XXXX mentioned minimum balance in account to be $ XXXX AGAIN. I then asked her for the calculation for the minimum required balance in the escrow and was told she would email it to me. At the end of the 1hr 15 min call we found out the beginning balance of the escrow analysis statement was incorrect. She requested that the escrow account be reanalyzed. I was told it would take 3-5 business days. 75 min call XX/XX/2019 - Called XXXX directly as no call received back about analysis. Left voicemail 0 min call XX/XX/2019 - XXXX called me and said escrow department refused to reanalyze the escrow account. 10 min call XX/XX/2019 - XXXX requested a time to call me. I had asked for the analysis and was told they are not reanalyzing. I then asked her for the calculation for the minimum required balance in the escrow and was told she is unable to give it to me but that she could call me to explain it. I said email me the calculation so I can see how it is completed and then I can setup a time to speak to her. All of these communications are taking up unnecessary time and the company is REFUSING to reanalyze the escrow account or provide details on what constitutes the minimum for the escrow account balance.
Company Response: Closed with explanation

Timely Response

2019-03-20

Chula Vista, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX : I submitted for our PMI to be removed XX/XX/XXXX : Our house was appraised by the bank designated XXXX XX/XX/XXXX : Called Roundpoint and was informed our home had depreciated in value and was appraised at {$270000.00}. We bought the house XX/XX/XXXX for {$350000.00} in XXXX XXXX, CA. The market has only appreciated. First person I spoke to said I needed to appeal to the XXXX. Second person said I needed to submit supporting documentation and request Roundpoint to review. Nobody seems to know what's going on. XX/XX/XXXX : Submitted documentation to Roundpoint for review. XX/XX/XXXX : Called Roundpoint and was informed it was still under review XX/XX/XXXX : Received the appraisal in the mail. The appraisal associated with our account is for a property in XXXX, AZ ... not our address! XX/XX/XXXX : Called Roundpoint and was informed the current appraisal value was {$460000.00} as of XX/XX/XXXX. Was informed somehow the PMI request was closed and the representative would send it to his supervisor to reopen. Was informed someone would call me within XXXX hours. XX/XX/XXXX : Still haven't heard from anyone. Called Roundpoint. Representative said the last appraisal they have on file is from our Escrow process for {$370000.00}. But the value is {$460000.00}? Doesn't seem to know what's going on. I ask to speak with supervisor. Supervisor apologizes and says he is emailing me along with their Mortgage Insurance department so that I have his direct contact info. Asks for several days so he can figure this out. I confirm I have his direct line and he confirms. XX/XX/XXXX. Email Super and ask for update. No response. XX/XX/XXXX. Still no response. Call the number he gave me and get the main line. Clearly not his direct line. Email supervisor asking for update, and inform him I will be filing a complaint. Get an automatic out of the office reply. Clearly this is really upsetting, that 1 ) nobody seems to know what is happening and I've had conflicting information throughout the process 2 ) They actually mixed up my appraisal with someone and there has been no other explanation, no initiating communication, 3 ) This has been going on for 7 weeks now and they can't seem to figure this out. 4 ) The Supervisor led me to believe this was his direct line and he has been completely absent other than our first conversation. Is this a scheme?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-20

North Prosser, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We refinanced our mortgage in XXXX of last year. Our loan was sold to Round Point Mortgage and our first payment with them was XX/XX/XXXX. Our escrow account included homeowners ' insurance and property taxes. Our FHA loan requires that these items be paid through escrow. Without notice, Round Point decided that they would pay our irrigation fees. These fees are not a tax and were not included in our escrow. The first we knew about this was when we received our Escrow Analysis in XXXX of this year. There was an item marked " Ground Rent ''. I first called Round Point on XX/XX/XXXX to get a clarification for this {$420.00} charge. It took two weeks to get the clarification that this was for our irrigation fees. I then requested that they remove that from our escrow. I had several more telephone calls from Round Point. Finally, on XX/XX/XXXX I received a telephone call that the Irrigation Fees had been removed. I asked for a new Escrow Analysis report, and on XX/XX/XXXX I paid our Irrigation Fees. On XX/XX/XXXX I received another follow up call from Round Point and this person seemed to know absolutely nothing about the removal of the Irrigation Fees. I asked to speak with a supervisor and was transferred to XXXX XXXX. He took my information and said he would submit the request to their Escrow Department. On XX/XX/XXXX I received a telephone call from XXXX at Round Point, telling me everything was done and gave me a new payment amount. This amount was significantly smaller than the original and I told him I didn't think it was right. He told me I would be receiving a new Escrow Analysis and the information would also be available online in 24-72 hours. I looked on XX/XX/XXXX and found they had removed my property taxes from my payment but the Irrigation fees were still there. I sent an email to XXXX XXXX, but he hasn't responded. Then, yesterday I received a check from Round Point in the amount of {$610.00}. I sent another email to XXXX XXXX today and he hasn't responded yet. At this point, Round Point has us in violation of our mortgage agreement with FHA and I can't seem to get this fixed. Any help would be appreciated. I still haven't received an new Escrow Analysis. I am attaching my closing papers and the escrow analysis we received in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-16

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The servicing on XXXX XXXX XXXX , XXXX XXXX, TX XXXX transferred to Roundpoint Mortgage on XX/XX/XXXX. Before the transfer, the previous servicer, XXXX XXXX, paid the property taxes on XX/XX/XXXX. The escrow balance transferred with a balance of - {$510.00}. The negative balance was due to the final payment of the year going to Roundpoint instead of XXXX. With the XX/XX/XXXX payment going to Roundpoint on XX/XX/XXXX, my escrow payment of {$570.00} brought my balance to {$61.00}. On XX/XX/XXXX, Roundpoint recorded a transaction for Escrow advance recovery in the amount of {$510.00}. On XX/XX/XXXX Roundpoint recorded a transaction for County Tax disbursement in the amount of {$5300.00} even though the taxes were paid over 3 weeks prior to this date by the previous servicer. This brought my escrow balance to - {$5200.00}. Also, on XX/XX/XXXX, Roundpoint recorded another transaction for Escrow advance recovery in the amount of {$5200.00}. I immediately contacted the county about the overpayment and requested an expedited refund due to my property being under contract to close on or before XX/XX/XXXX. The county tax assessor responded saying the refund would be processed as timely as possible and estimated the disbursement to be on XX/XX/XXXX, 30 days after the payment from XXXX, Roundpoints 3rd party tax division. Per the email from the county tax assessor, the check to XXXX was disbursed on XX/XX/XXXX. On XX/XX/XXXX, the payment for XX/XX/XXXX posted to the account. This would be the last payment made on the property, as it would be sold on XX/XX/XXXX. The funds for the payoff would be wired from the title company before close of business. At closing, the payoff amount to Roundpoint should have been {$120000.00}, but it was {$130000.00} since Roundpoint didnt do their due diligence when the service transferred. I contacted Roundpoint the following Monday, XX/XX/XXXX, after closing about when I would be receiving the money they robbed me of on closing. Roundpoint said it would be 30 days. On XX/XX/XXXX, I checked the mailbox for the refund check and found a check in the amount of {$79.00}. I called Roundpoint on this day about the {$79.00} and said this amount was seriously short of the amount required. Roundpoints response was that this was the over estimation of the payoff and that the check for {$5300.00} had been cut as well and should be there in the next couple of days. On XX/XX/XXXX, I checked the mailbox for the refund check. It wasnt there, so I called Roundpoint and asked where it was. Roundpoint stated that they could not process the refund until the funds were back in the escrow account. Per the countys email showing the check disbursement on XX/XX/XXXX, the check would have been received no later than XX/XX/XXXX. Based on this, Roundpoint had the money on XX/XX/XXXX and lied about it. I called them again on XX/XX/XXXX asking where the check in the amount of {$5300.00} was. Roundpoints response was that the funds had just been deposited and that the check would be cut no later than XX/XX/XXXX and sent overnight. On XX/XX/XXXX, I called Roundpoint to check status on the check and was given a check number and told the would be overnighted. I checked the mailbox on XX/XX/XXXX, no check. Again, I checked the mailbox on XX/XX/XXXX, no check. I was furious but decided to wait until XX/XX/XXXX, today, surely it would be here by now. As of today, the check still hasnt arrived. I called Roundpoint and asked where my money was. Roundpoints response was that they didnt know why I was told on XX/XX/XXXX that the check would be sent out that night since the funds were just deposited back in the account yesterday XX/XX/XXXX. Roundpoint has assured me that the check will be sent out overnight but that since it was after XXXX XXXX that it would have to wait until Monday XX/XX/XXXX to go out. Every time I call this company, I get the run-around. Funds have been dispersed, checks been cut, going out in the mail tonight or checks been mailed out, you should have it a couple days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2019-03-16

Wann, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was dated XX/XX/XXXX with a first payment due date of XX/XX/XXXX and past due after XX/XX/XXXX. The loan had been sold to XXXX XXXX XXXX after origination and was subsequently purchased by Roundpoint Mortgage in XX/XX/XXXX. I made 2 regular monthly payments in XX/XX/XXXX, the XX/XX/XXXX payment and the XX/XX/XXXX payment. Both checks cleared and were clearly endorsed by Roundpoint Mortgage. The 2 payments were sent to XXXX as directed. In early XX/XX/XXXX I received a statement from Roundpoint dated XX/XX/XXXX indicating that they had not received my XX/XX/XXXX payment. I emailed their customer service on XX/XX/XXXX regarding the error. I presumed they would get it corrected in a couple of weeks or so and went on with my life. On XX/XX/XXXX I emailed again stating that I had received no response to my original request for resolution. I don't know the exact date in XX/XX/XXXX but sometime between XX/XX/XXXX and XX/XX/XXXX I opened an online chat session with customer service and was assured that I would hear back soon. On XX/XX/XXXX I sent a certified letter to the company after I insultingly received a letter from Roundpoint asking me if I needed counseling since I was past due on my mortgage. Wrong! On XX/XX/XXXX, I once again contacted customer noservice by phone because I hadn't hear a word from the company and was told that the payment error had been corrected and I would receive a corrected 1098 from the company within 5 days and incorrect credit reporting would be corrected. On XX/XX/XXXX, I received a statement from the company dated XX/XX/XXXX, indicating that I had a past due loan payment. On XX/XX/XXXX, I received yet another insulting letter from these idiots asking me if I needed credit counseling. Also, on XX/XX/XXXX I received an overnight letter from an Assistant Vice President named XXXX XXXX stating that the error had been corrected effective XX/XX/XXXX. XXXX XXXX 's letter did not have a direct phone number or email to return any additional correspondence. From reading the incredible number of negative XXXX reviews on Roundpoint Mortgage, hiding is probably a common practice within this organization. I contacted customer noservice on XX/XX/XXXX and requested XXXX 's phone number but was refused. I am still getting correspondence from the company ( dated after his alleged correction date ) that indicates I am delinquent. I took over 60 days from my original contact to receive anything from Roundpoint over what would seem to be a fairly easy thing to fix. Also, I have not received a corrected 1098 nor do I have any assurance that they have indeed fixed their credit reporting errors. My loan history with this company still does not reflect the correct effective date for the XX/XX/XXXX payment. I need a letter from the company clearly, in plain English, admitting that they have consistently since XX/XX/XXXX incorrectly reflected my loan as being past due when in fact this was an error that was 100 % their fault. A payment was misapplied but it was their negligence that caused it to not be detected or corrected. My loan has not been past due a second since funding. Additionally, they have kept me from filing my own tax return because they can not issue correct documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Pardeesville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Southern Pnes, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: Roundpoint was negatively reporting on my VA Home Loan during a mishap of payment while XXXX to XXXX XXXX on XXXX XXXX XXXX. I disputed and then filed Ch XXXX Bankruptcy including any debt owed to them. They transfered loan and claim there debt was valid. They are showing improper and illegal late fees and balances according to Service Members Civil Relief Act and the fact that I included them in Bankruptcy. Please delete this account from my credit report.
Company Response: Closed with explanation

Timely Response

2019-03-11

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This mortgage company has made SO MANY errors in the servicing of my mortgage. I did not choose them - they purchased my mortgage shortly after I closed on my home in XX/XX/XXXX. My escrow account had to be re-analyzed THREE times due to clerical errors. Initial increase in my payment of $ XXXX/month was paid for XXXX & XX/XX/XXXX. I did the homework & sent both , county & city actual taxes due on XX/XX/XXXX. They transposed numbers on one & did not update the other. When all was finally corrected, my actual payment increase was only {$37.00}. In XXXX, insurance renewal time, I asked them to withhold payment of initial premium notice, as I wished to shop & make changes to the policy. After two weeks, I gave them the revised premium & the OK to proceed with payment. They acknowledged receipt of the corrected declarations page. Two weeks later, the payment had still not posted, and I became concerned, as the due date was 2 weeks away. When it was finally released, they paid the INITIAL premium, not the one I asked them to!! I am currently waiting on a refund that will be processed by my insurance company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-11

Ridley Park, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Our house was already foreclosed on and we were evicted. Thing is we paid XXXX XXXX XXXX thousands and thousands of dollars to stop it but all they did was file repeated attempts for backruptcy then offered to buy our home and rent to us. Then the night before our eviction, our representative XXXX XXXX called and said nothing would happen, we were fine. Lies, because the sheriff evicted us. If XXXX had done his job he would have seen the assignments on 6pur deed were invalid. Now Mr XXXX has asked me for money to clean up our credit rating. Unbelievable
Company Response: Closed with explanation

Timely Response

2019-03-08

Blmgtn, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a notice dated XX/XX/XXXX to please provide insurance information for my condo/house. The notice claims that their records show that my homeowner 's hazard insurance expired, and they do not have evidence that I have obtained new coverage. I submitted my Certificate of Property Insurance on XX/XX/XXXX to https : //www.rpmservicing.com/insurance/ as directed by the notice, after I received it from my HOA. This insurance policy EFF is XX/XX/XXXX to XX/XX/XXXX. I have additional XXXX condominium unit owners insurance on record that is effective from XX/XX/XXXX to XX/XX/XXXX that the mortgage company required I purchase. I received a 2nd notice dated XX/XX/XXXX with a second and final notice to provide insurance information. This notice says the insurance that the mortgage will buy will cost an estimated {$31000.00} annually, which is about 1/3 the principle I own on the mortgage. I called XXXX to confirm they have received my insurance information and to ask for a confirmation letter/email be sent that I will not be charged for {$31000.00} annually for homeowner 's insurance which I already own. They did not process my certificate of liability insurance and would not provide an email, letter, or case number for confirmation that the mortgage company has received the evidence and that they could not buy additional insurance on my behalf for {$31000.00} annually.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Staten Island, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a letter requesting proof of flood insurance, I followed instructions to upload the flood declarations page as our flood insurance is covered under our HOA. I also faxed it to be double sure since I have no confidence based on past terrible experiences with Roundpoint. A few weeks later I received another letter stating I didn't provide proof so I uploaded and faxed again. Now I received a notice of Lender Placed Coverage charging me over {$2100.00} and stating it's because I never provided proof of flood insurance. Today I called and was hung up on 3 times. I went on their online chat and was told to now email the declaration page to [email protected] which I did. I followed up with a phone call and was on hold over ONE HOUR and then person told me the document I sent was not what they were looking for. However, I am the treasurer of the HOA and provide the same document stating proof of flood insurance for 15 homeowners and it is sufficient. In addition, I looked back at my emails and I had the same issue last year with them with the exact same declaration page with last year 's dates. I feel that I am being scammed and don't know what recourse I have to stop this charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-28

Waterbury, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Round Point Mortgage keeps charging us the wrong amount for our town taxes, they are stating the town is at fault. Our local town clerk has all of the documentation they have send the correct tax information year over year. They raised our mortgage said we where not paying enough into our escrow account, then said we are paying to much lowered our mortgage and gave us an escrow refund check, now again they are saying we under payed and have raised our monthly payment over {$300.00} a month. They also stated our PMI was falling off in XXXX now they are telling us XXXX even thought they have documentation our the previous customer service person stating it should be falling off in XXXX. Our mortgage this year went from XXXX to XXXX which we can not afford to pay they offered to spread out the shortage over 24 months to help lower the payment. My concern is whats going to happen next year? They overcharged us thousands for taxes one year even though the town mill rate proved we would not need to pay that much in tax, will they falsely raise our taxes again next year? We will no longer be able to afford our mortgage. With the increase this year we can barely make payments already. what are our options we need help. thank you XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-24

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-24

Agua Fria, NM

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-23

MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/2019, XXXX issued a Notice of Intent to Foreclose for my property, despite the fact that I submitted an application for mortgage assistance on XX/XX/2019. My application, submitted to the identified email address within the XXXX website, remains unacknowledged. XXXX has circumvented their responsibility to me, the borrower, by ignoring my request for assistance, and has proceeded directly to a notice of Intent to Foreclose. This is illegal, isn't it? Email submission including Application for Mortgage Assistance attached. Notice of Intent to Foreclose attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-22

Stevenson, MD

Struggling to pay mortgage

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

Timely Response

2019-02-21

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-20

Waughtown, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we originated our mortgage with XXXX XXXX XXXX and used their finance company and insurance provider. Shortly after closing we switched from their insurance company to our own, XXXX and noted the loss payee as we signed at closing. The loan was transferred to RPM servicing sometime in XX/XX/XXXX. Although we have submitted our insurance 3 times now ( twice through their insurance site XXXX ) and once direct from our agent, they still had the nerve to charge us {$2900.00} for forced place insurance on XX/XX/XXXX. This is no accident. These people are incompetent and I will not stand for their forced place insurance when we have valid insurance from XXXX on our own. Attempts to reach by phone are pointless as you go through a phone tree and never get to speak to a person. Page 5 of the attached policy will show the policy is legitimate and valid and properly assigned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response