RoundPoint Mortgage Servicing Corporation

2019-01-09

Southern Pnes, NC

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: Roundpoint Mortgage is showing negative payments and actually reported negative on XX/XX/XXXX, I filed Ch XXXX Bankruptcy in XX/XX/XXXX. This is against the law.
Company Response: Closed with explanation

Timely Response

2019-01-08

LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In early XX/XX/XXXX, my mortgage was sold to Roundpoint Mortgage. My mortgage payments includes escrow for flood and hazard insurance. In XX/XX/XXXX, Roundpoint mortgage paid my flood and hazard insurance with my escrow with no assistance from me. In XX/XX/XXXX, Roundpoint mortgage failed to pay my flood and hazard insurance and let them expire without contacting me. Roundpoint mortgage opened two new policies using their insurance company and used my escrow to pay for the new policies. These policies were opened without contacting me. Per Roundpoint mortgage " they did not receive the invoices my insurance company sent them and they didn't know who to pay '' ( even though they paid it last year ). The new policies only cover the structure of the house ; therefore, I have lost contents insurance, loss of use, personal liability and medical payment insurance. I was made of aware of the issue when my house flooded on XX/XX/XXXX and my insurance company told me my policy was cancelled due to non-payment. Roundpoint mortgage is also refusing to provide me copies of the two new policies because the policies are in Roundpoint Mortgage 's name, even though my escrow money was used to pay for them. In addition, it has been 11 days since I filed the flood claim and an agent has yet to be assigned to the case so no one has come to the house to inspect the damages. Roundpoint mortgage did not pay my insurance policies so they would be able to open the new policies and record the revenue for the policies. Roundpoint did not contact me in regards to these changes. Roundpoint insurance has not provided timely inspection of the property. Due to Roundpoint, my family ( including a XXXX year old ) are forced to live in a flooded house with no contents insurance and no future knowledge of when our house will be able to be livable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-08

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: An escrow account was created even though I have responded to and included all the info that was needed when the company sent it's original letter which was in XX/XX/XXXX. My monthly mortgage payment increased from {$1000.00}. to {$1200.00}. per month without my knowledge for the XX/XX/XXXX payment. After one hour on the phone I was assured the problem was solved and a refund check would be issued within ten business days. This was in the middle of XX/XX/XXXX. I am still waiting for the check. The mortgage amount taken in XX/XX/XXXX was still {$1200.00}. Calling the company for the third time, on XX/XX/XXXX, I was on the phone for another hour and I hung up in discuss after being left on hold forever. Several hours later, I got in touch with a supervisor who stated she would return my call by the end of the day on XX/XX/XXXX. I sent an email which was not answered by supervisor on Fri. XX/XX/XXXX On XX/XX/XXXX, another email was sent to the supervisor basically saying I was no longer paying the mortgage until I get a solution from the supervisor. She sent an email back to me apologizing profusely and saying she call with a solution as soon as the escrow dept. got back to her. I t is now, XXXX XXXX on XX/XX/XXXX. I have heard nothing even though the supervisor said she had all the paperwork she needed from me. Supervisor name-XXXX XXXX Phone # XXXX or XXXX. email address- 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

2019-01-07

Cary, 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

2019-01-06

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX our mortgage company, Round Point Mortgage, sent us a letter stating they had miscalculated our escrow account for the past two years and we now owed them {$6000.00}. Their solution to this was to either pay in full the entire debt of {$6000.00}, or increase our mortgage payments starting XXXX from {$1100.00} per month to {$1900.00} for twelve months, and then drop it to {$1300.00} moving forward after the back balance was paid off. We could not afford to make the payments of {$1900.00} and we did not have {$6000.00} in cash to pay off the debt. In XX/XX/XXXX we called them to discuss options and they offered to refinance the mortgage, so we chose to start that process. The refinancing process took longer than expected. We started with one agent, then we were switched to another, who did not return our emails or phone calls for over a week until we called the first agent requesting an update. We believe the second agent who primarily worked on our loan was either overburdened, distracted, or inept. He would only ask us for one item at a time, rather than give us a list of things we needed to provide. He outsourced to a third party the task of acquiring the documentation he needed to verify my prior employment, and it took over two weeks to obtain the required information. The information he needed was only obtained after I called my previous employer directly, who told me after multiple attempts they were unable to get in touch with our agent because the number they were given to contact him was always busy. During all of this, the second agent indicated that we should not need to make our XXXX mortgage payment because he expected the process would be finished fairly soon. In the first week of XXXX the loan went to underwriting, and was declined. When the first agent called us to inform us the loan had been declined, he told us it was because we had two overdue payments in a 12-month period on our record. The XXXX payment was our second overdue payment in a 12-month period ( the other late payment was in XX/XX/XXXX and was not related to this situation ). We told him the XXXX payment was only late because Round Point had indicated that we did not need to make the payment, and had not at any time requested that we make the payment. He had no resolution for us and offered to help us refinance the mortgage again in XX/XX/XXXX after one of the late payments falls off our record. This was not acceptable because we could not afford the current mortgage payments of {$1900.00}, and did not feel it was fair that our credit was impacted by their poor business practices. Having to make such large payments was causing serious problems with our budget and causing other bills to become late, creating an undue hardship on us. We asked for copies of all of the recorded phone calls between us and both of the agents who were working with us. He said he would talk to his manager to pull the calls but has since stopped responding to us. Since that time we have made all subsequent payments and our mortgage payments are now up to date. We ended up borrowing the {$6000.00} from a family member to bring the escrow account current so that we could afford our future mortgage payments. Now we are concerned about the XXXX late payment damaging our credit scores and future ability to obtain an equity line of credit for debt consolidation purposes.
Company Response: Closed with explanation

Timely Response

2019-01-04

Gainesville, FL

Trouble during payment process

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

2019-01-03

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I've had my mortgage financed through RPM for 4 years ( it was sold after the first month ). For the first 3 years, I had absolutely no issues. Come XX/XX/2018, everything changed. One of my payments wasnt received for whatever reason. Ive had my payments set-up through my bank ( XXXX ) web bill pay option and only increased the amount once without any other changes. In XX/XX/2018, RPM claimed they never received my XXXX payment ( it is automated to send at the end of the prior month ) and when I told them where the check was sent, they told me that I was sending them to the wrong location. I probably wouldve been evicted a couple years ago if that was true. Through multiple calls to both RPM and XXXX to locate the missing check, it was eventually determined that the payment was missing. Therefore, I put a STOP PAYMENT on the missing check and issued another one. Everything seemed ok, neither company was going to charge me for a late payment or the STOP PAYMENT fee, because this was the first mishap. Then, the next day, I checked my XXXX account ( which uploads pictures of the cashed check ) to see a picture of the check that was claimed to be missing about 4 times ( dated XX/XX/XXXX ). Not only did the check have the prior months date, it had RPMs stamp saying it was received on XX/XX/XXXX. This is the issue that caused months and months of phone calls and rage. They kept saying I was delinquent because one of my payments had a STOP PAYMENT on it, but I had already issued the replacement check for that. RPM opened a case for the investigation and told me they would get back to me, which they didnt. I called NFCU at the end of XXXX and talked to a representative for 40 minutes to confirm that my cash flow was reflective of timely payments and no missed payments. They confirmed. I took a deep breath to prepare myself for the next call. I called and to my surprise they said my account was fine and I wasnt delinquent and all payments are accounted for. I was more than excited, but told myself I would keep a closer eye on this and make sure my payments were cashed. XXXX and XXXX were great or so I thought. They were receiving my checks, but my statements were still reflective of me being behind a month. I called in XXXX to get the online documents reflective of what I was told. Remember, my payments are sent out at the end of the prior month, so when I called RPM around XXXX, they claimed they hadnt received my XXXX payment until XX/XX/XXXX? Maybe XXXX the XXXX works in their mailroom and stashes my payments to make me delinquent? Again, they confirm with that payment, I am not delinquent. This time I ask for a corrected statement. I received a corrected XXXX XXXX. Come XX/XX/XXXX, I get a delinquent notice again. So, I called them again, turns out they have the payment. I was so focused on the amount owed, that I wasnt reading the rest of the statement. Turns out Ive also been charged {$120.00} in late fees, which says to me they purposely hold my payments to collect that late fee. I have not mentally prepared to call and get those funds credited back to me yet. I rather decided it was time for a formal complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-29

Arlington Heights, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-22

Lehigh, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The company ROUND POINT, was suppose to make my home insurance payment, but they sent the check to the wrong address, or so they say. They wanted me to issue another check, but they made the mistake I tried to speek to someone in the office, but they were giving me the run around, I was STRESSING out. I wanted answers, that's why I contacted your company, PLEASE HELP ME. I want some action takin to this 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

2018-12-21

Northside, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hi, I made a mortgage payment twice accidently in the month of XX/XX/XXXX. I brought this issue to the mortgage company and they issued me cashiers check in the month of XX/XX/XXXX. Unfortunately, I didn't deposit the cashier check and it got void by the time of deposit in the month of XX/XX/XXXX. I called the mortgage company to reissue a check because I can't deposit the void check. The cashier 's check was with me and it is not deposited for sure in my bank account. The mortgage company was told that the check was cashed. I called so many times and they are not responding properly, I feel that it is a kind of harassment because I am a 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

2018-12-20

York, SC

Trouble during payment process

Mortgage: Other type of 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

2018-12-19

Rockford, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-15

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Company : RoundPoint Mortgage Servicing Corporation XXXX XXXX XXXX XXXX, NC XXXX XXXX Current LTV : 77.9 %. Payment History : Current and have never missed a payment from inception. PMI still on loan. Mortgage Company has refused to comply with automatic termination of PMI on loan. Several reminders -email and phone calls - have been made by homeowner to the mortgage company but they have declined the termination in line with Federal HPA regulation on automatic termination of PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-11

Gretna, LA

Problem with fraud alerts or security freezes

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

Company Response: Closed with explanation

Timely Response

2018-12-06

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My XX/XX/XXXX XXXX County property taxes have still not been paid. The bill was due XX/XX/XXXX, and now the past due date of XX/XX/2019 is coming soon. I have contacted Roundpoint several times to ask when my property taxes will be paid. They always refer me to the Taxes department, which never responds. There is plenty of money in the escrow account to pay the property taxes.
Company Response: Closed with explanation

Timely Response

2018-12-05

Coalinga, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we had our house appraised to attempt to remove the PMI from our mortgage loan. The effective date of the loan was XX/XX/XXXX. After the appraisal our loan came in at my calculations- 78 %. We were advised that our loan has to be at 75 % to remove the PMI. We have never had a late mortgage payment, nor any missed payments. Calling the customer service line has never been helpful to us, our calls to the customer service takes approximately 45 to an 1hr of our time. We contacted Roundpoints mortgage customer service twice and they were not able to assist us in advising us on - how we would be able to terminate the PMI, what other options do we have? No exact numbers could be provided to us. One of our questions to the representative was how much does the principle need to be to get rid of the PMI? Roundpoints representative persistent that we use the online calculator as she was not able to provide us with any number to be able to lose the PMI. Also, no dates were provied as to when the PMI can be removed. Due to school loans, I am worried that we will fall behind on our loan and we are in desperate need of someone assisting us on when and how can we lose the PMI- How many more months will we have to wait and what other options do we have? I know we can refinance our home and lose the PMI, however doing so would only add the cost to our mortgage.
Company Response: Closed with explanation

Timely Response

2018-11-29

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: RoundPoint Mortgage purchased my mortgage from prior lender. They have tried to raise my monthly payments by over {$700.00} per month but we paid a lump sum and it only went up about {$450.00} per month. The reason for the increase is because they say we had insufficient $ in escrow. I am over age XXXX and homestead my home. I do not agree with the taxes they are charging me. I have written them and no response ( documentation attached ). I have held for over 90 minutes only to get them to tell me they have no record of my correspondence. I have been hung-up on by the telephone staff. I have been refused multiple times for a face-to-face meeting with their local office. I can get absolutely no help from RoundPoint Mortgage and I can move my mortgage since interest rates are significantly higher now than when I bought my home.
Company Response: Closed with explanation

Timely Response

2018-11-28

Rehoboth Bch, DE

Trouble during payment process

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

2018-11-28

Fort Pierce, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My company has increased the escrow amount of my mortgage because of an error on their part and continually refuse to look into it. I recently received a letter form the Tax Collectors of my City telling me that my taxes were delinquent due to non payment. Since this is included in my mortgage payment, I immediately called my mortgage company to have this investigated. A few weeks later, someone from the mortgage company called me to inform me that the payment to the tax collectors office was made to an erroneous account hence it was not credited to my parcel and that this was being taken care of. A year later, I got a notice from the mortgage company along with my escrow analysis report saying that my mortgage payment was being increased due to a deficit. Upon review of the escrow analysis report, I noticed that the taxes for the first year was paid twice and past the delinquent point. Again, I called the mortgage company several times to resolve this, I keep getting the run around and no one has been able to help me resolve this. It now has been more than a year trying to get this fixed to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-27

Key Biscayne, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Hello! I was employed as an annual teacher in XXXX County from XX/XX/XXXX-XX/XX/XXXX but due to low student enrollment, I was not rehired. I continued making my mortgage payments until I depleted my savings account. I reached out to my mortgage company, XXXX XXXX XXXX ( XXXX ), for assistance and attended an event that hosted at the XXXX XXXX Convention Center that offered on the spot assistance. At the event, I was told that a decision could not be made but an underwriter will get back to me. I waited and waited. I received a letter from XXXX XXXX XXXX during XX/XX/XXXX that I am not to send mortgage payments to them because they sold my loan to Roundpoint Mortgage Company. I called XXXX immediately and was told that Roundpoint would continue the modification determination. In XX/XX/XXXX, when Roundpoint took control of the loan, I contacted them about the assistance and was informed that I must begin the modification process over because they are a new company and XXXX did not provide any documents to them. I began the process and finally was approved for a modification in XX/XX/XXXX. I was told that I must make 6 trial monthly payments for the modification to be approved. My last trial payment was supposed to be XX/XX/XXXX. I was informed in XX/XX/XXXX by my caseworker that I must continue to make the trial payments until the documents are ready. I received weekly calls from numerous case workers ( because they were changed 3 times ) informing me that a decision has not been made. On XX/XX/XXXX I called to make my monthly trail payment and was informed that it could not be accepted because I did not return the modification documents. I informed the representative that I did not receive the modification documents but to please resend them to me. In addition, I expressed my disappointment of not being told that the documents were being sent and that I should be expecting them. By then, my caseworker has not called me as often as in the beginning of the process. I was informed that I had to restart the modification process. I was upset because this displayed to me that Roundpoint was not acting in good faith with the modification request. I have been making my trial payments on time monthly, have provided every document that was requested of me ( and many occasions multiple times because the faxed documents was misplaced ), and for Roundpoint to not resend the final loan modifications when requested because I did not receive them was very upsetting. I immediately refilled the modification request again that month, XX/XX/XXXX. In XX/XX/XXXX I was informed that the modification was now denied due to equity in the house. Thus, again affirming my belief that Roundpoint was never going to act in good faith with my loan modification request. I reapplied in XX/XX/XXXX but with the assistance of an attorney and again I was denied due to equity in the house. In XX/XX/XXXX Roundpoint Mortgage began the foreclosure process. I was told by the attorney that the only solution to save the house would be to file for a chapter XXXX bankruptcy with Mortgage Modification Mediation because by them Roundpoint would not accept any payments from me. I applied for Chapter XXXX on XX/XX/XXXX. In XX/XX/XXXX at the first mediation hearing, my attorney and I was informed that the investor has placed a flag on my account that a modification will never be granted. My attorney pleaded with representatives of Roundoint to please have the flag removed but to no avail. At this point the only option was now for me to pay my mortgage payment and the arrears bringing my monthly payments to {$2500.00}. This was manageable for a few months but eventually it became overwhelming. My bankruptcy was dismissed XX/XX/XXXX and now a foreclosure sale date has been given. I am writing this compliant because Roundpoint mortgage and whoever is the investor of my loan has not acted in good faith with my loan request. If they would have agreed to resend me the loan modification documents when I did not receive them XX/XX/XXXX, I would not have had to apply for bankruptcy nor I would not be in a foreclosure. I am requesting assistance. I want Roundpoint and the investor to honor the modification and provide me with the modification that they sent to me in XX/XX/XXXX that I never received. I can pay the mortgage but Roundpoint will not work with me to modify the mortgage. Instead they want all the arrears upfront to reinstate the loan ; which I do not have or can borrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-19

Pulaski, MS

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have reached the 80 % LTV threshold to remove PMI. Roundpoint is refusing to remove the insurance until XXXX. This seasoning requirement violates my rights under the homeowners protection act. I mailed and faxed my request on XX/XX/XXXX but round point has not acknowledged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-16

Moapa, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-16

Skipperville, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Roundpoint mortgage servicing corporation obtained the mortgage I closed with XXXX XXXX on XX/XX/2018. This loan includes an escrow requirement for property taxes. On XX/XX/2018, I provided XXXX XXXX with a letter from the county indicating that I owed no property taxes for XX/XX/XXXX. I asked XXXX XXXX to remove the property tax escrow from my mortgage payment. They indicated they had sold the loan and could not do anything and I should contact the new owner of the loan, but they couldn't give me the new owner 's contact info until XX/XX/2018. On XX/XX/2018, I was notified that the owner of my loan was now Roundpoint mortgage servicing corporation. I immediately provided XXXX with the letter from the county indicating I owed no property taxes for XX/XX/XXXX and asked them to remove the property tax escrow requirement from my loan and to apply the XX/XX/XXXX property tax I already paid to my loan balance. XXXX notified me that they received my request and would contact me by XX/XX/2018. I never heard from them. They sent me a letter saying that the escrow could not be eliminated since I owed escrow payments for insurance and for PMI payments. I notified XXXX that I did not request the elimination of the escrow, only the removal of the property tax component. I spoke with a supervisor at XXXX who guaranteed me that my issue would be resolved by XX/XX/2018, and she guaranteed me a call on XX/XX/2018, to verify the resolution. I have not heard from XXXX and my account still shows the payment required for the property tax escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-15

Ashburn, VA

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

2018-11-15

Peace Haven Estates, NC

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