|
11163666
|
2024-12-15
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
last month i request information from roundpoint mortgage. it has been a few weeks. i requested information on their website so i dont have a form submission date. ive been trying to call but their customer service shuts off when i call. i cant get an operator. i need to know why my mortgage went up so much. escrow was {$110.00} a month and now its over {$900.00} a month.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4187663
|
2021-03-05
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2021-03-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-05-18
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
XXXX XXXX XXXX and XXXX, XXXX, and XXXX ( XXXX ) did not abide by our agreement and court order to apply my arrears unpaid to my principal ( from prior hardship mortgage plan from job loss ). They brushed off my many emails and calls requesting help regarding my mortgage 's incorrect billing statements during a pandemic. My monthly bills showed an extra {$5000.00} plus due each month. I was advised my loan was still in process and someone would call back - FOR THE ENTIRE YEAR. I was on the phone countless hours with no assistance and I not only emailed XXXX XXXX XXXX, but emailed XXXX for assistance. They never provided any detailed itemization of this {$5000.00} plus unpaid amount they added to my billing. Never provided explanation of why my principal increased so much, or provided any assistance with loan status. Even when my attorney reached out, they advised they would look into it and that was it.
XXXX XXXX XXXX then sold my loan with the incorrect information to Roundpoint Mortgage, so instead of showing up to date Roundpoint has that I have not paid since XX/XX/XXXX. Which is not correct. Roundpoint, in turn, sent me a packet on foreclosure assistance two weeks ago and a bill for {$6000.00} plus, when my monthly payment is {$660.00}. I tried to refinance and was denied, because XXXX XXXX XXXX reported that I have not paid for my mortgage since XX/XX/XXXX and they would not correct or acknowledge my request to correct.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2590014
|
2017-07-31
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-07-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-07-31
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
RoundPoint Mortgage company is involved in fraudulent appraisal practices. I recently requested to have my PMI removed and they denied my request because THEY claim that the value of my home has dropped by 10 % in the last 9 months even though I have 2 recent appraisals and a 3rd party website that show otherwise. The company is stating that they wo n't remove the PMI from my home because it is only worth {$350000.00}, according to THEIR appraisal. However, I purchased the home in XX/XX/XXXX ( approximately 18 months ago ) and used RoundPoint Mortgage for my loan. I had to get an appraisal done at that time, and the appraisal came back at {$390000.00} ( appraisal attached ). Then I refinanced the home to get a lower interest rate, in XX/XX/XXXX ( approximately 9 months ago ) and once again used RoundPoint Mortgage. I had to get an appraisal done at that time, and it came back at {$380000.00} ( appraisal attached ). Finally, when I go on XXXX it states that my home is worth approximately {$400000.00} ( Screenshot attached ). How is it possible that I have 2 recent appraisals ( within the last 18 months ) and a screenshot from XXXX that all support a value of approximately {$390000.00}, but their own appraisal comes in at approximately 10 % less. Does n't it seem a little odd that the 2 appraisals done that would make RoundPoint money ( purchase and refinance ) come in at {$390000.00} but the 1 appraisal that would not make them any money AND would reduce my monthly payment comes in at {$350000.00}? That seems EXTREMELY suspecious to me!
|
| Consumer Consent Provided |
Consent provided
|
|
|
1386979
|
2015-05-21
|
Loan modification,collection,foreclosure
|
Mortgage
|
|
| Issue |
Loan modification,collection,foreclosure
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2015-05-21
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
Yes
|
| Date Sent To Company |
2015-05-22
|
| Company Public Response |
Company disputes the facts presented in the complaint
|
| Consumer Consent Provided |
N/A
|
|
|
2725010
|
2017-11-08
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-11-08
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-11-09
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
3065568
|
2018-11-05
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-11-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-11-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2196773
|
2016-11-05
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2016-11-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-11-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Mortgage billing statement dated XXXX/XXXX/2016 arrived on XXXX/XXXX/2016 with a payment due date of XXXX/XXXX/2016.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2291071
|
2017-01-16
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2017-01-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
Yes
|
| Date Sent To Company |
2017-01-16
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
7977833
|
2023-12-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-12-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-12-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
9928754
|
2024-08-26
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-08-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-08-26
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Received a notice in XXXX of XXXX that our mortgage payments had not been received. We had the mortgage payment made through a XXXX investment account. I checked with XXXX and found the check had cleared the bank. Contacted Round Point Mortgage immediately and explained they had received it. Learned they had supposedly sent a hazard insurance refund for the exact amount of our house payment ( {$1000.00} ). That check was never received. Was told in XXXX they had not received our payment, even though the check had cleared XXXX 's bank. Also learned that an escrow refund was also made in the amount of {$1000.00}. No check was received for this either. At no time was I able to speak with a supervisor or had a supervisor return my numerous calls. Out of desperation, I sent a certified letter to the CEO of Round Point, XXXX XXXX, with a return receipt. The letter was signed for on XX/XX/year>. I never heard from XXXX XXXX or anyone else from Round Point. Round Point subsequently sold or transferred servicing of our mortgage to XXXX XXXX XXXX. I just received a notice from XXXX that our escrow account is short {$1000.00}. The EXACT amount that Round Point said we received a refund for. I know this is not correct. Round Point must be made to correct this.
|
| Consumer Consent Provided |
Consent provided
|
|
|
6613592
|
2023-02-24
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-02-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-03-30
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I received notice XX/XX/2023 that XXXX XXXX sold servicing of my loan to Roundpoint effective XX/XX/2023. I paid my XXXX payment to XXXX XXXX because I generally pay early, so I am not concerned about missing a payment or being late for XXXX. My concern is that Roundpoint has yet to send me a statement for the XXXX payment ( they possibly think I would owe ) or the XXXX payment that is due in 4 days. I received an email from Roundpoint giving me a new loan number several weeks ago, and calling them results in no option to talk to a person. I do not want to set up an auto pay with Roundpoint. I want a monthly statement so I can mail a check to them. My complaint is that Roundpoint for the last 5 weeks plus surely should be expected to send me a mortgage statement by mail.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3773300
|
2020-07-31
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-07-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-07-31
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Refinaced a morgage that was serveced though Round Point Morgage company, the funds were relised to Round point on XXXX. I have contacted Round Point 3 times to ask if the escrow check has beed mailed or dispursed to me. I have not been able to get a solid answer from them. One rep told me they had 20 business day to get the funds to me, two days later a different rep told me 20-30 business days.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2040860
|
2016-08-01
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2016-08-01
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-08-01
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
2734992
|
2017-11-21
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-11-21
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-11-21
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
4619902
|
2021-08-11
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Other type of mortgage
|
| Date Received |
2021-08-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-08-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I've requested a payoff statement from Roundpoint Mortgage since they took over my loan effective XX/XX/2021 via phone, email, and fax and they have denied my request. They have had my loan for 7 months now and are advising they will not provide me with a payoff unless I sign a revised loan modification that they created. I have been trying to refinance on my existing loan and Roundpoint is stopping me from obtaining the best possible rates as they are still advised they will not provide pay off.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3607352
|
2020-04-15
|
Incorrect information on your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Account status incorrect
|
| Sub Product |
Credit reporting
|
| Date Received |
2020-04-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-04-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6464585
|
2023-01-20
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2023-01-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-01-20
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
We originally had a mortgage with XXXX XXXX. After COVID19 we did a forbearance with XXXX XXXX.
It was then sold to Roundpoint. While with Roundpoint we did a forbearance due to COVID19 with them. We never signed any paperwork like we did with XXXX XXXX for the forbearance. Our Mortgage has now been sold to XXXX.
After the loan was sold to XXXX, we learned that Roundpoint did a loan modification. I never signed any paperwork with Roundpoint approving this loan modification. My loan is now more than what I paid for the house in 2017. I have been trying for almost a year now to reach someone at Roundpoint for paperwork about this Loan modification and no one will return my calls or answer me. I am needing help and I don't know where to turn!
Because of this loan modification they did I am stuck with PMI on my house that we should of been able to have removed by now.
Can someone please help me or please tell me who I should reach out to.
I do not know what paperwork or forms you would need from us but if someone could reach out to me I will be happy to send you what I have. Again, I have our forbearance papers from XXXX XXXX but nothing from Roundpoint other than our statements.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5353955
|
2022-03-23
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-03-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-03-23
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Our mortgage was bought by Roundpoint Mortgage in XXXX of XXXX. We were informed that at closing there was an escrow shortage of approximately {$700.00}. Roundpoint informed me that if we pay that amount, then our monthly payment would decrease. I spoke with a representative on XX/XX/XXXX who told me to pay {$420.00} and in XXXX our payment would decrease. In XXXX we received our XXXX statement with no changes reflecting. I spoke with a 2nd rep from Roundpoint who said that I would need to wait until XX/XX/XXXX for the escrow balance to reflect. I checked on XX/XX/XXXX and nothing changed, and made the original monthly payment. Spoke with the 3rd rep on XX/XX/XXXX who informed me that I was told incorrectly ( on waiting and the amount ) and I needed to pay an additional {$160.00} for the escrow and that he would make a request to conduct the escrow analysis. He told me to wait until XX/XX/XXXX for this to take effect. I was called on XX/XX/XXXX by a 4th rep inquiring why a payment was not made and I caught her up to speed. She said that an analysis hasn't been done and to go ahead and pay the monthly payment but it will be completed for XXXX 's statement. Today, XX/XX/XXXX, I receive the XXXX statement and just as before, nothing has changed. I called to make a complaint or to speak with someone higher up, and I spoke with my 5th rep from Roundpoint. She did not take a complaint but stated that an escrow analysis has never been requested on the account, but she would input one right now. My frustration is this : if this is something that can not be applied, I would never have paid the extra money. I have been told different things from each rep and I have no trust in this company at all. They do not have the customer in mind, and clearly they are not properly trained nor do they ask for help if they do not know how to do something. I'm hoping that rep # 5 actually knew what she was doing and completed the request, but I have little confidence in RoundPoint Mortgage. Clearly they are a company about taking the customer 's money.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5623012
|
2022-06-01
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-06-01
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-06-01
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Hello, Our mortgage has been held with Roundpoint Mortgage Company since XX/XX/XXXX. Our original purchase price on the home was {$120000.00}.
We had a down payment of {$8000.00} Which made our original loan {$110000.00} We paid a lump sum towards the principal in the amount of {$3400.00} on XXXX XXXX. This should have made the balance of the loan {$100000.00}. We made a phone call the next month when the PMI wasn't taken off, and were told we would have to put a request in writing which would trigger a revaluation of our home at our expense which would exceed {$600.00}. From our understanding, the PMI should be dropped automatically and thus we were unwilling to spend this additional money ( and our home would likely come back at a higher value in the current market ).
We then considered that their threshold might be 78 % by information we found online, and made another lump sum payment on XX/XX/XXXX in the amount of {$1600.00}. At this time the balance was {$97000.00}. Again we were told that they would not remove PMI until a new evaluation was done on our home. Since that time, we have been charged {$79.00} per month and as of XX/XX/XXXX, Roundpoint Mortgage has transferred our account to XXXX XXXX. They are no longer accepting any phone calls regarding our account.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2724637
|
2017-11-03
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-11-03
|
| Submitted Via |
Postal mail
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-11-08
|
| Consumer Consent Provided |
N/A
|
|
|
3271100
|
2019-06-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2019-06-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-06-11
|
| Complaint What Happened |
We wanted to pay our Escrow ourselves starting in XX/XX/2019. It is XX/XX/XXXX and they are still taking money and putting it into escrow. We have contacted them each month to discuss the issue, and they will not resolve it. On the phone, they understand ( sometimes ), they have made mistakes, but when the bill comes in the mail, it is still not correct. Getting through to them on the phone has been an issue as well. Each person is new and does not understand the history behind the loan.
We need to resolve the issue so NO escrow is taken from our account.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2903493
|
2018-05-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-05-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-05-11
|
| Complaint What Happened |
I purchased a home with my husband in XX/XX/XXXX. Roundpoint Mortgage purchased my mortgage from the original lender in XX/XX/XXXX. I neither chose nor desired any business relationship with Roundpoint Mortgage Servicing. I have paid or attempted to pay each and every one of my payments on time, usually well in advance of the due date. Twice they have misallocated a payment by adding my monthly payment to the principal column of my account rather than distributing it per our agreement and adding the additional principal paid as directed on my payment coupon ( which was always completely and accurately filled out ). The XX/XX/XXXX payment was never recorded/charged from my checking account, even though the check/payment was sent at the end of XX/XX/XXXX. I called to discuss why it had not been applied, and I was told over the phone that it had. I actually made a payment online while on the phone with the agent to cover the payment. He advised me that he had infact found my XX/XX/XXXX payment and that it cleared on XX/XX/XXXX. He then cancelled my online payment so that I wouldn't double pay. I then received a notice that I owed 2 payments and called the company yet again. As it turned out ( it took an hour -- 62+minutes -- to figure out ) the payment received on XX/XX/XXXX was the XX/XX/XXXX payment and they still had not applied the XXXX payment that I mailed in XX/XX/XXXX. I paid both the XXXX and the XXXX payments on XX/XX/XXXX. When I received the XX/XX/XXXX statement for the XX/XX/XXXX due date, my " Principal YTD '' showed " - {$88.00}. '' After my 2nd phone call on XX/XX/XXXX which lasted 46 minutes, they finally figured out that when they misallocated my payment in XX/XX/XXXX, my principal portion was put in the negative so severely that even after paying approximately $ 350/month towards principal, it's still in the negative. They have yet to clear this up. Each month there is a new problem. They still can not guarantee that I'm not being charged interest ( accruing interest ) on debt that has already been paid. When I call, the employees do not know what to do with my issues. On more than one occasion they have blamed me for the problem, saying that I should have waited until the calendar month in which the payment was due prior to making the payment, even though I was simply paying the bill as it arrived *and* my due date is on the XXXX of the month, so I can not send it in on a different day of the same month and still be on time. The company should NEVER blame the consumer for a problem that the company caused. Additionally, the company misfunded my escrow account and they charged me an extra {$1500.00}! I truly believe that this money is messed up in the same way that my principal is messed up and I've been forced to pay this illegally. I just want my money to be applied to my debt in a fair and legal manner.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2184637
|
2016-10-28
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2016-10-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-10-28
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3336110
|
2019-08-11
|
Struggling to pay mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2019-08-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-08-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
This property has been under contract since XX/XX/2019.
On XX/XX/2019 Roundpoint Mortgage confirmed that they have received all documents needed for the short sale review.
On XX/XX/2019 we received a counter offer from the investor.
The short sale was declined on XX/XX/2019, due to insufficient offer.
The decision has been presented to the buyers right away and received a reply that they are going to submit a value dispute.
I received the complete supporting documents for value dispute as of XXXX19. They said they are just being held up by the home inspection.
I resubmitted the complete short sale package again and the complete supporting documents for value dispute as of XXXX19.
Note : the initial offer is {$160000.00}. The buyers counter offer is {$200000.00} along with the supporting documents.
Roundpoint Mortgage confirmed that the documents were deemed complete as of XX/XX/19 and it has been forward to the underwriter for short sale approval. The estimated timeframe for the decision provided was a maximum of 30 days.
- Weve monitored the file almost everyday for update and to expedite the process as well.
See Call notes below for additional information.
XXXX19 - No decision yet on the short sale approval as of today. They have just gotten the title back on XX/XX/XXXX. They advised me that it's still under review, and to give them more time since they're reviewing for the Bankruptcy at the same time which has taken a bit longer, together with the uploading and imaging. They added, surely by next week they will have a decision.
XX/XX/2019 Called Roundpoint Mortgage via XXXX and spoke to XXXX XXXX ( SPOC ). I asked her if they already have an update on the short sale approval since its been over 30 days already. I explained to her that we were told that the decision will be issued either XX/XX/XXXX or XXXX. She said the file still under review and they are doing their best that they can provide a decision as quickly as possible but at this point, they are still waiting on the investors decision. She also confirmed that on the XXXX of XXXX they sent out a letter to the borrowers address regarding an extension to their review. This file has been escalated already to the higher management to expedite the process.
XXXX19 Called Roundpoint mortgage and spoke to XXXX . She advised me that the status is still 'pending ', she said that short sale can take up to more than 30 days. She confirmed that the documents are complete and was forwarded to the processor on XXXX of XXXX. The value was ordered on the XXXX. As of XXXX XXXX. 2019, notes from the liquidation supervisor said that once they received the value then they'll continue on the review. Will monitor the file.
XXXX19 Called Roundpoint Mortgage via XXXX and spoke to XXXX XXXX . I asked her if they already have an update on the short sale approval letter since its been over 30 days already. She said the file still under review and they are doing their best to provide a decision as quickly as possible. At this point, they are waiting on the investors decision. While on the phone she sent an email communication to her manager to follow up on the escalated file.
At this point, we are no decision yet and the file still under review and waiting for the investors decision.
Can you please assist in making Roundpoint escalate this file? Thank you for your assistance with this matter.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2681090
|
2017-09-21
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-09-21
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-09-28
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
3030259
|
2018-09-26
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-09-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-09-26
|
| Complaint What Happened |
I called and asked procedure to have pmi removed previously, was told on the phone once its paid down to 80 % just call and request. When I called back to request was told I had to pay for a new appraisal. My home was appraised at XXXX when purchased I have paid balance to {$160000.00}. I sent a letter in writing stating I have reached the below 80 % range in addition sent copies of current XXXX which is now {$250000.00} and copy of current XXXX which shows {$260000.00} All payments have always been up to date, insurance kept up, taxes kept up my loan is eligible to have pmi removed and the mortgage company refuses to remove it unless I pay through them a {$600.00} appraisal fee. The property is well kept and worth well over the original purchase price. I have submitted proof and have requested pmi be removed in writing Its my understanding that is the process and the pmi should be automatically terminated but my mortgage company Roundpoint Mortgage Servicing Corporation refused to do so.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2345380
|
2017-02-15
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2017-02-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2017-03-16
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
4539706
|
2021-07-13
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Tags |
Older American
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt is not yours
|
| Sub Product |
I do not know
|
| Date Received |
2021-07-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-07-13
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
XXXX, from roundpoint mortgage, left a message using my and my wife 's name on a number covered by the Do Not Call List. I called the call back number on the recording and the ( actually really nice ) lady kept referencing a file but kept saying she could not tell why XXXX had called us on our home phone. I could see it maybe being a wrongly dialed number but he stated me and my wife by first and last name.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2748602
|
2017-12-07
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2017-12-07
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-12-07
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
In XX/XX/XXXX I began the process of requesting the removal of PMI insurance. I was told by a representative in customer service that per their records I already had the required equity in my home, but needed to be 5 years into the loan to remove the PMI, which would be as of XX/XX/XXXX. I asked if it would be ok to go ahead and send the request for review, so that they could prepare / approve the request and remove it as soon as that was possible at the 5 year mark. The service rep said they were not sure it would be processed, but no reason not to try. I could not speak to anyone directly in that department, but there was an email and a fax. This started a long adventure and string of information sent to them. The email address is XXXXXXXXXXXX, and their fax is XXXX. I copied their fax machine electronically sending out each email. I emailed and faxed the request to remove PMI from my loan starting on XX/XX/XXXX. Surely, it seems this could be processed by now.
Everything is always about what their procedures require ... but they are not reasonable and they are not competent or else they are not honest, at least not in my experience.
I sent emails and fax requests, with signed requests for the PMI removal, on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I requested each time that they send me confirmation of receipt via email ; I requested each time that they send me confirmation they would review and process the request ; I requested each time that they email me confirmation once the PMI removal was complete.
Bottom line, this never happened or I would not be bothering you ... they did have someone call in XX/XX/XXXX or XX/XX/XXXX, saying that the form was not the correct form, but they 'd mail me the form, as the form for the removal of PMI on an FHA loan could not be found online. I never did see those forms, and eventually when I called back in XX/XX/XXXX they did tell me the correct form could now be found online, and each request after that time ( starting XX/XX/XXXX ) was the correct form.
I was promised last week on XX/XX/XXXX that they 'd send me an email that day or the following day, that the PMI would be removed, and that the removal of PMI would hold with the new servicing company. This week when I called on Tuesday XX/XX/XXXX, they informed me that request was cancelled / they could not process it, because they did n't have time ... they had sold my loan. The new servicing company, XXXX XXXX, has a service number of XXXX ... their representative said they did n't have me in the system yet, could not locate my loan, but could by tomorrow.
I can tell you, unless you tell me you can solve this, I will sue them in small claims court shortly. I also have on file the 22 emails with attachments. I also have several recorded phone calls, some lasting over an hour, where I was promised a return call from a manager or supervisor ( none was ever currently available ). Those return calls never came.
I expect the new servicing company will give me a similar runaround or a different story. With Roundpoint it was just wait and wait and we 'll deal with the processing when the time comes. The new company will probably have a whole new set of hurdles and procedures, so I feel cheated already. I have wasted clearly many hours of my time and effort with nothing to show for it. Total ripoff.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2800620
|
2018-02-01
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-02-01
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-02-01
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
2559986
|
2017-06-27
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
RoundPoint Mortgage Servicing LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-06-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-06-27
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I have a mortgage with RoundPoint Mortgage Company. I submitted a request to have my PMI removed and my request was denied. I tried talking to someone in customer service and they were completely clueless and unable to help at all. All of this information is based on their own documents which can be found here : XXXX XXXX XXXX XXXX When can I request PMI be cancelled? '' " ( 2 ) the date the principal balance actually reaches 80 % of the original value of the property '' " How do I find the original value of my property or LTV? '' " If the loan is a refinance, then the original value is the appraised value used to refinance the loan. To calculate the LTV, divide the unpaid principal balance of the loan by the propertys original value. '' Refinance Date : XXXX XXXX Appraised Value Used To Refinance The Loan : {$380000.00} Unpaid Principal Balance of the Loan : {$300000.00} Unpaid Principal Balance of the Loan / Appraised Value Used to Refinance The Loan = XXXX / XXXX = 79.93 % I do not understand why they are denying my request to have PMI removed. Thank You!
|
| Consumer Consent Provided |
Consent provided
|
|
