RoundPoint Mortgage Servicing Corporation

2018-11-15

Chicago, IL

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

2018-11-13

Plattekill, 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

2018-11-08

Palos Park, IL

Communication tactics

Debt collection: Mortgage debt

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

Timely Response

2018-11-05

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received an escrow analysis statement last week that said my mortgage would increase $ XXXX. due to an escrow shortage. The letter does not explain what's amiss, but it shows a projected bi-annual payment of {$5100.00} and {$430.00} for XXXX. I have a Homestead exemption, which decreases the annual amount significantly. For example, my latest bi-annual tax bill is for {$430.00}, and my Homestead exemption decreases my annual taxes by {$620.00}. The total taxes on my property for XXXX is {$1300.00}. So, even if I had no exemption, {$5100.00} is nearly than FOUR TIMES what I would owe. No one has been able to explain this. I've made three calls in the last three business days ; I spoke with XXXX twice ( XX/XX/XXXX & XX/XX/XXXX ) and XXXX ( XX/XX/XXXX ) once. I sent them my latest tax bill, which I'm sure they already have. Neither has been able to explain why my payment is increasing drastically or how what I owe and paid in taxes is so different than what's in their analysis, but they've said on each call that they will escalate the matter and I should receive a call within 24 - 72 hours. What's more, XXXX said he hadn't seen that XXXX escalated the matter, so he would escalate it himself. That's the THIRD escalation in three business days ... with no assignment, phone call, or explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-05

Rockwell, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have requested an adjustment on my escrow amount for property taxes. First, I asked the mortgage origination company representative XXXX XXXX to not escrow since I was making a substantial down payment. She told me it was too late in the process to change it but as soon as my mortgage got sold to a servicing company they would waive it. When I was notified that Roundpoint Mortage Servicing Corporation was now handling my mortgage, I contacted them and requested that escrow be waived. They told me I had to have one year of on-time payments before they would review it. I pointed out that my tax bill was {$520.00} and my current escrow amount is {$4300.00}. And, an additional {$330.00} would be added to my escrow balance each month with my payment. They said they didn't have the bill from the county. I emailed them a copy of it and contacted them again today. Now, they say they need eighteen months of on-time payments before they can review my escrow account. At that rate, they will have over ten times the amount of money in escrow that they need to pay my taxes. This is unethical to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-05

Ashland, KY

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

2018-11-04

ND

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To whom it may concern This letter outlines the struggle I am having dealing with Round Point Mortage in getting them to release funds to pay the contractors I have used to repair my house dealing with a claim from damage from a hail storm on XX/XX/2018. My insurance company issued a check for the damage to Round Point Mortgage and myself. I signed the check and forwarded it to Round Point as they wanted to control the release of the funds. I have been contacting local contractors to do the work, but with all the damage from the storm it has been difficult to find contractors with time to perform the work. I did however find someone to remove and replace the roof of my house and my garden shed. I have forwarded the invoice to Round Point for this repair, but they refuse to release the funds to pay my roofer. I am asking for help from you to get the money to pay the company who fixed my roof. Some of the struggles I am dealing with is each time I call them, I sit on hold for hours and they request additional information. I send them the info requested, but their policy is that it takes 5-7 business days to surface in their system and another 3 days for someone to review it. Each time this happens, it adds another 2 weeks that my bill is delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-01

Taft, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-30

Alta, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Roundpoint Mortgage intentionally misapplied an additional principal payment as a regular payment for the next month. They charged advance interest in doing so. This misapplication is apparently an intentional error whenever an excess payment amount is at least enough to cover the next month 's payment. This is based on conversation with their representative and also a supervisor. The misapplication of additional principal leads to consumers paying interest in advance that is not due on incorrect principal balances. Obviously, this is a potential profit center for any mortgage service and especially one the size of Roundpoint Mortgage. The company has said they will rectify the error and note my account. When asked if this is how they process all accounts, the supervisor said she does not know and would bring it up to the " Cash Team ''. This is something that deserves a look by the enforcement authorities at CFPB. From my conversation with Roundpoint, I would highly doubt mine is an isolated error. Date of payment XX/XX/18. Date of call XX/XX/18. Amount of payment Due {$730.00}. Amount of payment made {$1700.00}. amount of advance interest charged {$310.00}. Amount of principal not applied to balance {$1000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-24

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2018-10-22

Bellaire, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Im trying to work with them on payment owed I reached out on XXXX-18 and was told they would contact me in 30 days. Still nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-21

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have noticed a large number of Misapplication Reversal entries on my mortgage records resulting in my principal balance increasing {$1100.00}. I contacted Roundpoint several times to provide a full accounting and written explanation of why the Misapplication Reversal entries were made, where did the funds go, and why did the principal balance increase after the adjustment. To date I have received no response. I am concerned, due to researching similar complaints, that Roundpoint Mortgage is mishandeling Escrow funds and/or mortgage P & I funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-21

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Round Point Mortgage administration and Law firm reported my VA Loan of around {$240000.00} as owed debt to Veterans Administration and damaging my VA Eligibility entitlement. On XX/XX/XXXX my former Texas Attorneys XXXX XXXX and XXXX XXXX supported me on my file bankruptcy chapter XXXX and filed at XXXX, Texas in Federal Court. On XX/XX/XXXX Federal Judge Discharged Bankruptcy XXXX in which XXXX XXXX XXXX was was servicing my VA Loan.number XXXX. On XX/XX/XXXX my VA Loan was sold or transferred to Round Point Mortgage all evidence of bankruptcy chapter XXXX was emailed to Round Point and VA administration. Why is VA Administration gave me a recent certificate of eligibility by email with a debt of {$240000.00} and adding Foreclosure, or deed on my VA Certificate of Eligibility? In due of respect to VA Administration and Round Point Mortgage is VA adopting Round Point Mortgage debt of {$240000.00} to get the CORRUPTED, FRAUD VA Loan compensation of guarantee fundings? I am XXXX and Retired and XXXX XXXX Honorable Miltary Veteran. I am been Discriminated and Retaliated by Round Point Mortgage and VA Administration because I am XXXX and XXXX XXXX XXXX. Very Urgent Matters
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-18

Providence, RI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Good afternoon, I recently received an Escrow Assessment Statement from my mortgager servicer, Roundpoint Mortgage. The statement states that my escrow account is short. It is short due to hazard insurance and city taxes going up, but the bulk of it is due to a Roundpoint debiting my account twice in XX/XX/XXXX ( XX/XX/XXXX and XX/XX/XXXX ) for my city taxes both in the amount of XXXX. The payment on XX/XX/XXXX went to the wrong town, so Roundpoint sent another payment to the correct city on XX/XX/XXXX. They never received back the wrong payment and never requested the refund. They knew the mistake, because they sent out the payment on XX/XX/XXXX. In XX/XX/XXXX, I received the statement and saw the mistake in XX/XX/XXXX. I called XX/XX/XXXX at XXXX ( call was 11mins ) to discuss my concern of the escrow account shortage due to the error of XXXX. The customer service rep stated that he saw the 2payments that were made and that I should hear back from someone by XX/XX/XXXX at noon. I did not. I had to call back, which was on XX/XX/XXXX at XXXX and was told that the account was short, which I already knew. I requested a manager and was told that all managers were in a meeting since noon and I was on hold for 30mins until a manager was reached ( total wait time was 57mins. As of XX/XX/XXXX, the company still did not investigate a matter that they already knew was a problem back in XX/XX/XXXX. I called back on XX/XX/XXXX and was told that the payment went to the wrong town I needed to wait for the refund to hit my account. I have a heightened mortgage payment due to the shortage, so I told them the amount that I paid for this month, should be credited to my principal or refunded to me. Their resolution was for me to wait for the refund. For the heightened payment due to the escrow to pay previous amount before the adjustment. This really concerns me, wouldn't that cause me to be late if I am not paying the true billed amount. Then this will cause more calls and more loss of income due to having to take time to call them again and again. I do not want my credit to be effected due to this. So do I wait again for another 30days and to find out nothing was done again. What happens when the town does not refund them? Do I have to forgo the XXXX because of Roundpoint 's error? My concern and complaint is about the time and refund. Should a company be allowed to not ask for a refund without customer consent? When Roundpoint found out in XX/XX/XXXX they should have asked for the refund. Then in XX/XX/XXXX they should have investigated and asked for the refund. Also between the time of my call on XX/XX/XXXX and XX/XX/XXXX, that is well over 30days ... .are n't they out of compliance on servicing a concern/complaint? Also if it is Roundpoint 's mistake for sending out the payment to the wrong town, why should I wait for the refund to hit my account? This mistake was on Roundpoint and my account should be credited right away because it was not my error. As a corporation they have more expendable income than my family does ... again it was not my error. Also on XX/XX/XXXX, the customer rep could not tell me if they in fact requested the refund, just that they were working on it and I have to wait for their phone call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

Incorrect information on your report

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

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

Timely Response

2018-10-15

Alexandria, 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

2018-10-11

Akron Canton Region Airport, OH

Applying for a mortgage or refinancing an existing 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

2018-10-06

Colo Spgs, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hail storm of XX/XX/2018. XXXX issued check for {$21000.00} on XX/XX/2018. payable to me and Round Point. We endorsed said check and sent to Round Point. I was need in funds to replace my roof and to do the rest of the repairs. Forms notarized and sent in. Round Point says one is not legible and sets everything aside. Two weeks go by. Call on the phone, Forever on hold. Given apology. Resubmitted said document. Finally, Round Point has agreed to release some of the funds ( today is XXXX XXXX ). to pay my poor roofer, who has been waiting for 2 months. However, the check which was to pay my roofer, was sent to someone in West Virginia. I was given the XXXX tracking number. We live in Colorado. Response is questionable. Working with XXXX XXXX and XXXX XXXX. Five months after the hail storm, I have yet to recieve as much as one cent back from Round Point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Hutto, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Round Point Mortgage Administration and Law Firm has already sold the house to XXXX XXXX a relative or wife of XXXX, Texas XXXX XXXX to rapidly cover the Corruptions, Fraud, Scandal and Inflanted Value Appraisal of XXXX. A neighbor has sent me of evidence of XXXX County Judge ordering me to vacate me out of the house while I am nursing a XXXX XXXX and throwing me on the street. It appears that XXXX County Judge doesn't have no feeling or Care for our Military Veterans. Texas Laws is in favorite of all major billionaires financial Institutions and the special interest. On XXXXXX/XX/XXXX at XXXX Military Hours, the Sheriff and Crew will tear down the doors to enter the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-03

Knoxville, TN

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

2018-10-02

Greensburg, KS

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

2018-10-02

Downers Grove, IL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2018-10-02

Downers Grove, IL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2018-10-01

Syracuse, NY

Applying for a mortgage or refinancing an existing 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

2018-09-29

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

Timely Response