RoundPoint Mortgage Servicing Corporation
Consumer Complaints
There are over 1384 complaints on file for RoundPoint Mortgage Servicing Corporation. Dated between 2019-11-22 and 2012-06-22.
Complaints Page 6
2019-02-19
Midlothian, VA
Trouble during payment process
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
2019-02-12
San Jacinto, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We have a mortgage with roundpoint mortgage servicing and we have been with them since XX/XX/XXXX, we paid our mortgages regularly every month and on XX/XX/XXXX I got a phone call from XXXX XXXX with roundpoint she let me know that roundpoint dropped the ball and accidentally deleted our PMi from our loan for 2 years! Mind you they review all accounts yearly and they somehow missed this 2 years in a row??? So our mortgage went from {$2100.00} to {$2400.00} for the next 5 years then falling to XX/XX/XXXX after the 5 year period. They are now telling me in XXXX our mortgage will be raised again. We have had several financial struggles after our mortgage increase and now with a future increase we are worried we will now lose our home. All I asked is that they right their wrong and soak up the negative balance that they caused but they refuse.
Company Response: Closed with explanation
2019-02-11
Bennett Springs, VA
Trouble during payment process
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
2019-02-09
NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Hi, I am struggling very badly since I have lost my jobs in XX/XX/XXXX. But I never give up, I start driving XXXX, XXXX actively interviewing for jobs. But after a while rejection after rejection, I get mentally tired of it.
I reached out to my Mortgage company RoundPoint Mortgage ( https : //www.rpmservicing.com ), and inform them of my hardship situation. They have adviced me to fill out a form and send them all of my earning statement, history struggling to be considered. After reviewing my case, one of the Agent called me and said to stop my mortgage payment from XX/XX/XXXX - XX/XX/XXXX. After that period the mortgage company will decide what I have to do. They also mention me to agree and sign a paper, so after 6 months, I have to pay back all the due payments including late fees and surcharge.
I have tried to ask the agent how it will help me then. She said to get approved this is the only offer they can offer me now.
So I didn't agree with that to sign.
I have XXXXyrs old baby, and also we are expecting another in a few months. My wife was helping me on the mortgage, other bills, and home expenses. But on XXXX she also gets laid off from work because she is pregnant.
We both were working hard and doing good in our career. Now with all the situation, I am straggling so hard.
Please help with guidance, how can I save my home and lower my mortgage payments.
XXXX XXXX XXXX XXXX
Company Response: Closed with explanation
2019-02-06
Soquel, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I have a loan with ROUNDPOINT MTG XXXX. I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, and ROUNDPOINT MTG with no successful resolution. XXXX, and XXXX only reporting me 30 days late. There was definitely an error on their part. I was never 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-02-06
Glen Park, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-06
Carver, MA
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
2019-02-01
Lk Buena Vis, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX a payment amount was made to principal without instructions being provided to do so. Then for the subsequent months the loan servicing provider charged me late fees. I talked to the customer service rep ( employee id XXXX ) on XX/XX/XXXX at XXXX XXXX. She informed me that the firm will not reimburse me the lat fee money. In fact that this is something programmed into their systems
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-31
El Sobrante, CA
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
2019-01-31
Bess, AL
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
2019-01-31
VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a loan from XXXX XXXX XXXX in XX/XX/XXXX. It was immediately bought by XXXX XXXX and is serviced with RoundPoint Mortgage. They have made multiple errors in payments with my escrow account. First they paid taxes on a piece of property that is in my name, but is not covered by the mortgage I have with them. They corrected the property information on the account after months of phone calls and emails. They have recently realized that I have been over charged for my escrow in my loan. They refunded {$1600.00} at the end of XXXX.
Instead of reducing my escrow they have decided to increase my escrow based on a random calculation. This allows them to hold {$1700.00} a year over the base cushion required in my loan. My loan requires an escrow cushion of approximately $ XXXX/year. In XXXX I had {$1600.00} over that cushion.
Now in XXXX I will have {$1700.00} over the required cushion in my loan. No amount of phone calls and paperwork filed with RoundPoint mortgage has resolved this issue.
In addition, I never signed a loan with RoundPoint mortgage. Why am I being forced to maintain an escrow account based on a 24 month requirement that I never agreed to?
I have never missed a payment. I pay all my bills, credit cards included, in full every month. I have excellent credit. The escrow account should not be a requirement with RoundPoint as I never signed an agreement with them. I applied to remove the escrow due to their errors and my excellent credit, and was denied due to a 24 month requirement.
This company has made correcting their mistakes regarding my escrow a full time job.
HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-28
Bronx, NY
Struggling to pay mortgage
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
2019-01-25
Chicago, IL
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
2019-01-25
Aubrey, TX
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
2019-01-24
Ladies Island, SC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/18, I received an escrow analysis from Round Point Mortgage ( RPM ) that my mortgage payment will increase by {$380.00} due to a shortfall in my escrow balance. I quickly wrote RPM a letter on XX/XX/18 stating the discrepancy in the tax figure ( {$4100.00} vs {$1900.00} ) used and why there shouldnt be a need for my mortgage payment to increase as I should have just enough in my escrow. I requested for another escrow analysis on my account.
When the second escrow analysis arrived in the mail dated XX/XX/18, my payment was reduced with a wrong tax figure used form a wrong property address while RPM sent me a check for {$1300.00} for a surplus. After several attempts of not getting through to their employee over the phone, I wrote another letter sending back the check on XX/XX/18. More specifically asking why my mortgage payment was left increased but I am receiving a check for surplus. Meanwhile, I was paying extra every month to pay down my principal. So, the extra $ XXXX I paid was applied to escrow instead of principal for my XXXX payment.
Conducting a third escrow analysis, the new payment figure ( {$2400.00} ) RPM sent me was not the same as what was showing ( {$2500.00} ) on my account online. Furthermore, I was sent another check for {$500.00}. A representative called me prior to receiving the check that the check was sent in error and I shouldnt cash the check. Upon receiving the third escrow analysis and the check, when I called a rep over the phone, I was told to cash the check but no explanation was given to why there is a discrepancy in payment amount from what the escrow analysis statement showed versus what is shown online on my account.
I have requested RPM to use the extra amount of {$380.00} applied to my escrow for my XXXX payment to pay down my and reduce my principal balance as well as a details on why there is a discrepancy in payment amount. I have once again returned the check for {$500.00} and demanded that my mortgage payment shouldnt change nor should I be receiving a check.
Furthermore, RPM is still yet to give me a reason why my escrow balance is different when my loan was transferred to them versus what was on my closing statement when I bought the property. It seems RPM and her employees can not conduct an accurate escrow analysis nor are they fit to be a mortgage servicer. I am tired of talking to incompetent employees from RPM nor an Assistant Vice President who is sending me a wrong tax bill for a different property while trying to explain my dilemma.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-23
Mabank, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: We are filing this complaint against our servicer, RoundPoint Mortgage. We requested assistance with our mortgage payments due to unemployment, and was informed by RoundPoint Mortgage that we filled out a Uniform Borrower Assistance Form. We complied and returned the form on XX/XX/XXXX. We kept in touch with RoundPoint Mortgage throughout the process. Later on, on XX/XX/XXXX, additional documents were requested by RoundPoint Mortgage by XXXX XXXX, and they were faxed to her on XX/XX/XXXX. We received an " Evaluation Summary '' dated XX/XX/XXXX, stating that we had been approved for FHA 's Making Home Affordable Modification program. In addition, RoundPoint Mortgage included paperwork with these forms dated XX/XX/XXXX, for a letter of agreement for a trial period of 4 payments in the amount of {$1500.00}, due on the XXXX of each month starting XX/XX/XXXX, and ending with the 4th and final payment of the trial period on XX/XX/XXXX. The letter requested that we sign if we agreed to the terms sign and return the forms by XX/XX/XXXX, and we did sign them on XX/XX/XXXX, and returned the forms the same day. The payments were made according to the terms for the entire trial period. We called to speak with our " point of contact '' ( XXXX XXXX ) until we couldn't reach her any longer and had to settle for " the next available agent '' on a regular basis to get an update to the finalization of the modified loan agreement. We continued to receive billing statements that we were behind on our mortgage, but when we would call in about the statements, many times we would reach XXXX and he would tell us not to worry about the statements, and that they would be corrected when RoundPoint Mortgage finished " updating our account '' with the information from the documents they had received from us, and that we were to continue to make the modified payments of {$1500.00}.
On XX/XX/XXXX, we received a XXXX envelope from RoundPoint Mortgage with the " Loan Modification Agreement '' for us to sign and have notarized. We signed the forms, had them notarized and returned them via XXXX on XX/XX/XXXX. We kept in touch with RoundPoint Mortgage for updates to the finalization of the " Loan Modification Agreement. '' We received forms dated XX/XX/XXXX, about a week or so later, stating that we would find " a fully executed copy of the Loan Modification Agreement dated XX/XX/XXXX. '' We continued to contact RoundPoint Mortgage about our account not being updated, and when would the account reflect the new terms. When we reached the next agent available, again it would be XXXX sometimes, and he stated like others before and after him, that we should ignore the billing statements and that he sent an " escalation request '' to his manager, supervisor or someone in that capacity. This continued through XXXX, XXXX and then in XXXX we received a letter stating that we were behind two months in our mrotgage payments. I called, XX/XX/XXXX, and was connected to XXXX. I believe it was at this time that XXXX told me that there was a new modified payment and that there was a shortage in payments for the XXXX and XXXX mortgage payments. Since I was still paying {$1500.00} instead of {$1500.00} according to him, there was a difference of {$26.00} for each of the two months in question. We paid the difference of {$52.00} to bring the account back up to date. I also asked XXXX why was it taking so long to correct the statements. I stated that I felt that someone dropped the ball, but he said instead that no one dropped the ball on either end, but that there were a few things that needed to be updated. It was wasn't until about a two weeks later that XXXX told me that it had been a mistake ( s ) made on their end, ( RoundPoint Mortgage ), that was the cause of the stall with the updating of our account. In addition, XXXX stated that we need to keep making the modified loan agreement payments of {$1500.00} and he was noting the account.
Then around the second week of XX/XX/XXXX, we receive a phone call from RoundPoint Mortgage about a lien being on the home and this is what was an issue, and that we needed to fill out a " Non-Identity Affidavit. '' We did on XX/XX/XXXX and mailed and/or emailed it back with the requested proof from court to verify that there was a mistaken identity issue, and sent both documents back to RoundPoint Mortgage the same day. We continued to stay in contact with RoundPoint Mortgage on a bi-monthly basis and it was almost a month after they asked us to give them two weeks to get everything in order, that they tell us when we call in XX/XX/XXXX, that they sent in another " escalation request. '' The representative stated that they were making a note on the account, and to continue to make the modified loan payments of {$1500.00}.
Recently, we received a letter dated XX/XX/XXXX, on XX/XX/XXXX from RoundPoint Mortgage that we have been granted a " Loan Forbearance Plan '' and that we are behind {$9900.00}. It included a request for us to sign the Forbearance forms and return by XX/XX/XXXX. We signed and returned the forms on XX/XX/XXXX. I called on XX/XX/XXXX, and spoke to a representative that told me we had to pay the late payments and the new mortgage amount of {$2000.00} on XX/XX/XXXX, even though we were offered and accepted a Modified Loan Agreement in XX/XX/XXXX, and it was recorded with the county in XX/XX/XXXX.
We were given the excuses of an " early payment during the modified payment schedule '' and that " the debt wasn't reaffirmed before the debt was discharged '' as to why the modified loan agreement was, with no prior explanation prior to RoundPoint Mortgage finalizing the Modified Loan Agreement back in XXXX of XX/XX/XXXXwith the county.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-23
Wallington, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I am yet again having issues with forced-placed flood insurance issued by Roundpoint Mortgage Servicing. I have repeatedly provided them with proof of my condominium association 's flood insurance by multiple means listed on their website ( it still says you may email documents, and an agent told me this was still available, yet when I called again another agent told me the e-mail address was no longer functioning ). Despite this, I received an acknowledgement of receipt of my email by Roundpoint 's servicing department weeks ago. I also uploaded the documentation onto the website over a week ago, with no response except my escrow analysis which now claims I will owe an additional {$300.00} a month in escrow payments due to this duplicative and unnecessary force placed flood insurance. Roundpoint needs to immediately fix this error and oversight on their part, as well as address this miscommunication issues within their insurance department. My condominium association has a constant and continuing policy that is automatically renewed every year. The current process is burdensome and rife with errors on Roundpoint 's part. I want issuance of the force placed insurance reversed immediately and credited back to my account, and a new escrow analysis to be performed.
Company Response: Closed with explanation
2019-01-22
TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: This was sent to resolve the issue : Information : Sent on XX/XX/XXXX at XXXX I need an email stating the reason for 90 past due was because of a forbearance -modification period. This was supposed to be corrected by Roundpoint Mortgage just like my other account after the trial period was completed. I full filled all my obligations on time based on the guidelines of the forbearance -modification. This is a reporting error, as a result it has affected my credit rating negatively. There have several recorded phone conversations stating that the forbearance -modification wasnt suppose to impact by credit negatively. Thanks What do I need : An email giving an explanation for the 90 days past due within 24 hours.
Action : If I dont receive the email with 24 hours stating the inaccurate reporting, I will file a complaint with the Consumer Financial Protection Bureau at the end of business on Friday XX/XX/XXXX XXXX. Simply waiting for the matter to be vetted and resolve later is not an option. Its been months since the forbearance -modification was completed. Thanks.
Sent XX/XX/XXXX XXXX All, I received a phone call on XX/XX/XXXX satiating my account was never late but there were no documentation ( email ) to support that. Im in the process of filing a complaint with Consumer Financial Protection Bureau as we speak.
Action : I need an email within 2-4 hours from Roundpoint delivering on their promise that the issue was resolved via email. Thanks.
Company Response: Closed with explanation
2019-01-22
Murray, UT
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: In XX/XX/2018 I purchased a home in XXXX XXXX XXXX, Utah. Roundpoint bought my mortgage so I did not choose to do business with them. They have been difficult to deal with from start to finish. The most recent example when I tried to do a mortgage recast. I made the application following their procedure to the letter. I offered a very substantial bulk payment towards principal reduction - {$360000.00}. After going through their " rigorous calculation process '' ( their words ) they FedExed me legal documents to sign stating that they would give me a {$0.00} reduction in mortgage payments in exchange for a several hundred thousand dollar principal reduction payment. And for this " rigorous calculation '' they charged me {$300.00}. I should also note that they tried to get me to make the premium reduction payment BEFORE they made a decision about my recast. They say it was a mistake - but their " mistakes '' happen on a regular basis and always in their favor.
I also would like to note their bullying tactics to try to get you to purchase their services. I received a very accusatory call asking me why I had not yet made my monthly payment. It was completely absurd as I was WELL within the timeframe I had to make a payment and my check had already been sent. The person on the phone then went on to imply that I seemed like I might have trouble making payments and that I had better purchase the service or risk adverse consequences to my credit rating. It should be noted that in 24 years of home ownership, I have never missed a mortgage payment once.
In the best light, this is a horrifically sloppy way to handle financial services. However, I feel there is a pattern here that needs to be addressed. Read the XXXX reviews and look at the recently settled class action suit against them in you will see that I am far from the only person who has experienced these types of issues.
XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-21
NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My homeowners insurance with XXXX XXXX is due XX/XX/2019. XXXX has already sent the new policy and an invoice to Roundpoint, and Roundpoint has not responded. I have twice emailed the new policy to Roundpoint as well.
The online chat for Roundpoint has not been operational for the past few days ( including today ) so you can't get a hold of anyone. I need this homeowners insurance paid by XX/XX/2019. There is plenty of money in the escrow account.
I also noticed that Roundpoint just settled a class action lawsuit for lender-placed insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-16
Holland, MI
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
2019-01-16
Oak Grove, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Balmville, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-11
Cary, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I called Round Point Mortgage for the followup of the Complaint with CFPB Complaint XXXX. The guy named XXXX XXXX me and told me that they going to issue the check dated on ( XX/XX/XXXX ). He has given me the XXXX number ( XXXX ) and promised me that I will receive the Check by XX/XX/XXXX. When I called the customer service to inquire about the Check, They told me that it was generated and was not dispatched. I sent so many emails and I haven't heard anything back from him.
Looks like he is lying to me. I wasted long hours to resolve the issue but it didn't happen so far. This my third complaint on the same issue and the issue hasn't Resolved.
1st CFPB Complaint number:XXXX-XXXX 2nd CFPB Complaint number : XXXX-XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-01-10
E Atlantc Bch, 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