RoundPoint Mortgage Servicing
reviews and complaints

My mortgage note was yet again sold, this time to Roundpoint mortgage. My payment for July was reflected on previous lender statement but Roundpoint shows it outstanding. I receive letters threatening action, so I conference call old lender with RPM and rep from RPM says payment was received so all good. He did not sound very professional. Of course, the letters keep coming, and I get calls from ambiguously accented reps who immediately want info so I hung up. The toll free numbers they provide are KNOWN SCAMMERS, per monitoring software. Who the F are these people and what recourse would I have?

I got my quote on may 26 and immediately got in touch with these guys to make sure the payment was sent promptly as it is due on july.15 as I've read the reviews on how slow Roundpoint is. Today June 30 the payment to the insurance company has not been sent although I have more than enough funds in my escrow and am paid up to sept.1.

I've called about 9 times since then and all they tell me is that the payment would be sent soon but nothing.

I even had the insurance agent call them and they said the same thing.

I cannot play with fire as I live in florida and homeowners insurance is not easy to find here. Hoping someone can help.

This company sucks. You cannot be reached by phone, when I tried I was told by a stinking system that I was number 158 in line. Obviously, a few others out here are having problems also. I have written 2 emails with no response. My loan was transferred to you by Mr. Cooper.

My escrow was short and I was told I needed to pay the make up for 2022. Now your pos company has raised my monthly payment way above both the higher escrow needed for 2023 and the make up for 2022. When I cannot reach anyone to speak with it is very disturbing and makes me realize what a bunch of crooks you are.

I will continue to bash your company as long and in as many places that I possibly can. There is a reason that on wallethub you score a 2.2 with 68% 1 star ratings.

DO NOT USE THIS JOKE OF A COMPANY!

Corrupt Company not recommended.

This company force places unnecessary insurance on seniors. Then refuses to refund thousands of funds stolen from the customers escrow accounts.

I would highly caution against doing business with this company.

I referred my case to the Better Business Bureau. Roundpoint Mortgage stalled an entire year by emailing me and stating that they were “looking into a solution”.

No solution was ever offered and $2200 was never returned.

They r refusing to give me a penny for my repairs. I sent all invoices and work orders and they were supposed to send me a percentage and will not send me anything. They assured me over the phone they would send me funds. They keep saying I need an inspection. But they r supposed to send me a percentage of the funds before they do an inspection. Worst treatment I ever had from a mortgage company

You guys bought my motgage in the middle of me trying to close on my house and i have been unable to get a propper payoff statement.

I've been on the phone relentlessly and no one seems to care. I need to close and be in the new place ASAP.

Additionally, you're charing me for ayment that I made to my old lender.

I can't wait to be out of your hair

Terrible customer service

Since I asked to have my PMI removed and to refinance I have been treated terrible. Not only have they raised my payment buy $80 they refuse to properly remove the insurance. Going to refinance quick !

I am taking legal action as my escrow account has been increased exponentially and wrongfully.

Roundpoint mortgage service has been in class action settlements previously.

If they'd like to contact me before my real estate lawyer gets involved contact me at [protected] before Friday June 7th, 2018.

I hope this issue can be resolved before my next payment or I will be taking legal action.

I received a call from roundtop mortgage. I do not have an account with this company nor have I ever. Of course I called bk and the lady wanted ss info n my name. I repeated to her I refuse to give you any information. I don't have an account with you nor have I ever. I then asked how they get there info to contact people, she couldn't answer me. Beware of this scam. The number is 1-877-426-8805.

If incompetence were an Olympic event, Roundpoint is a Gold Medalist.
After 3 years, I am still trying toget escrow issues resolved. This after getting a letter of resolution from a Senior VP. They are now November 2018) claiming that I have to retain escrows for 24 months... from a loan origination date of January 2016... I mean, I can scream, but I just don't know how to defend against such incredible levels of stupidity.

Roundpoint purchased my mortgage in January 2018. I ended up buying my home outright after 8 months of dealing with these incompetent escrow scammers. My property taxes would have been due in 4 months, and I just didn't have the time, nor the patience, to face the inevitable screwup that I KNEW was coming. The only task these folks have mastered is the art of the "new escrow analysis". Every time they f-up something, they get to do an escrow analysis and increase the amount you owe towards the non-existent escrow shortage that THEY created. For example: I owe property taxes to county "A"... so RPM decided that I also owe taxes to county "B"... AND to county "A". Since they anticipated that they'd be paying full property taxes to TWO different counties, my escrow account was insufficient to cover double taxation. . "That'll be an additional $300 bucks towards escrow". Multiple phonecalls to correct the problem went without action. Well... not entirely true... they DID, at one point, have me also owing taxes to a THIRD county that they just randomly chose from a list of hundreds of counties in the state of TEXAS... so, yes, they removed the third taxing authority and just settled at two...so they did sorta fix that. Whoopee for me. Then they paid my hazard insurance from my escrow account to the wrong insurance company. My records clearly indicated who to pay, where to pay, and how much to pay. But, for some unknown reason, RPM sent a payment to the wrong insurance company... to an address that had nothing to do with payment processing for that wrong company. I had to pay my own hazard insurance out of pocket while I dealt with RPM and the longest, most frustrating effort to get a stop-payment issued on the erroneous check. It took a month... and they fixed it by taking an additional disbursement out of my escrow account for the second check. This made my escrow account shortage even bigger and better than before...and the "new escrow analysis" quickly followed. It took a formal letter and hours on the phone to get that money returned to my escrow account. But...now that they anticipate duplicate hazard insurance, duplicate property taxes...they want to charge an additional $98/mo toward escrow on top of the additional $300 they're charging me just for their tax screwup . The thought of spending more hours on the phone to try and straighten out who to pay, where to pay, and how to pay my property taxes is exhausting. I paid off my mortgage just to get these people out of my life and my finances. Avoid this company at all costs. Customer service department will take your information and pass you off to an insurance specialist...who will get all your information and pass you off to the escrow department...who will get all your information and... it quickly becomes clear that none of these departments communicates with the other departments. So, it does no good to try and bypass the phone tree and go straight to the "correct department"... no one will have any information or any record of the fifty times that you already contacted RPM. Send a formal "NOTICE of ERROR" letter... it seems to be the only means of contact that's effective... aside from avoiding this company completely! And if you think you can refinance to get away from them...? Be aware that banks can't legally refinance if they are offering terms and/or interest rates that are worse than your current mortgage servicer. You may end up stuck with RPM and their incompetence...like it or not.

I am very upset about how Roundpoint handled my phone interview with Equifax and myself. I have a multitude of complaints with that had an effect on my refinancing process. I spoke with several Reps who were unable to assist me and apologize. My plans on taking this to the media is great. Also My loan officer said that Round Point was reporting on my credit and I am currently chapter 7. My issues go on and on.

After 8.5 months with an accepted Offer to Purchase, Seller and Buyer are unable to close by deadline -- AGAIN. This time it's because Processor requests we falsify calculation section on Closing Disclosure (among other things).

1st because Processor insisted listing and offer deadlines were expired when they weren't.

2nd because Processor insisted there was a discrepancy between list price in the MLS ($269, 900) and an Amendment to the list price$250, 000).

It took 2 full days of resending documents and spelling it out in emails via Point of Contact and his manager to remove this new obstacle to closing. Over and over again, after pointing out Processor was confusing Listing Contract with Offer Contract, we'd receive email stating, "Listing Amendment with $250, 000 price needed for approval." After 2 full days of constant back and forth, Processor finally must have realized she was looking at an Amendment to the Offer, not listing, because the discrepancy obstacle disappeared without explanation.

3rd is painfully on-going. For 3 DAYS we've been in back-and-forth communication through Point-of-Contact, Armando, trying to get a Closing Disclosure together that's acceptable to Buyer's lender, title company and RoundPoint Mortgage Short Sale Processor. At the bottom right of the CD is the line that reads "Cash __From __To Seller." Above this line is the total from Section N and above that line is the total from Section M.

Total of Section M - total of Section N = sum due to or from Seller.

It's a computer generated grand finale line on the form and devised so once sections are totaled, a mathematical formula generates the check mark in appropriately. The check mark in the "Cash __From __To Seller" line cannot be placed arbitrarily.

M = "Due to Seller at Closing"
N = "Due from Seller at Closing"

If "M" is greater than "N, " M - N = positive sum.
The check mark is computer generated to always show up as "Cash __From X To Seller" when the amount of M- N = a positive sum. Because more was due TO Seller at Closing (M) than was due FROM Seller at Closing (N).

If "M" is less than "N, " M - N = negative sum.
The check mark is computer generated to always show up as "Cash XFrom __To Seller" when the amount of M - N = a negative sum. This is because more was due FROM Seller at Closing (N) than was due TO Seller at Closing (M).

3 Days prior to closing -- after Seller and Buyer have been waiting 8.5 months and another Amendment to extend closing is needed if it doesn't close -- we are told by Point of Contact the Closing Disclosure is rejected.
Processor insists through 3 full days of communication through Point of Contact that Section M must total $261, 000 and Section N must total $259, 000 and the "CALCULATION" Section must read "Cash XFrom __To Seller $2, 000."

3 FULL DAYS of title company and Buyer's Lender pointing to the mathematical formula regulating the Calculation Section. 3 Full Days of trying to explain to everyone involved why RoundPoint Mortgage Short Sale Processor continues to reject the Closing Disclosure because the $2, 000 that's due from Seller at Closing is listed in Section "N", titled, "N. Due from Seller at Closing" and insists on continual rejections of CD until Processor sees the $2, 000 that's due from Seller at Closing listed in Section "M, " titled "M. Due to Seller at Closing."

Processor demands the following for approval of Closing Disclosure:
M (Due to Seller) $261, 000 - N (Due from Seller) $259, 000 = $2, 000
Positive sum always generates a "Cash due __From X To Seller" check mark. RoundPoint Mortgage Short Sale Processor says keep the figures where they are and move the check mark from "XTo Seller" to "From."

It should read:
$259, 000 (due to Seller, M) - $261, 000 (Due from Seller, N) = -$2, 000
The negative sum generates a "Cash due XFrom __To Seller"

Point of Contact manager was supposedly going to speak with Processor manager to work through the situation. We were going to be updated. Instead, we are still waiting and wondering about RoundPoint Mortgage's ethics policies, communication policies, why a RoundPoint Mortgage Processor would repeatedly request legal documents be falsified (and thus making the rules of math irrelevant), why is it the RoundPoint managers wouldn't step in sooner, and why they left Seller, Buyer, title company, lender and Realtors hanging at the beginning of a holiday weekend when we were told by Point of Contact, Armando, we would hear back from someone today.

Maybe RoundPoint would rather sell after it's foreclosed so Processor doesn't have to deal with M - N = Cash ___From ___To Seller."

WARNING: 8.5 MONTHS MAY BE REQUIRED FOR CLOSING ON OFFER TO PURCHASE ROUNDPOINT MORTGAGE SHORT SALE PROPERTY and FALSIFICATION OF LEGAL GOVERNMENT DISCLOSURES MAY BE ASKED OF YOU AS CONDITION OF FINAL CLOSING DISCLOSURE APPROVAL.

It's shameful and those signing up to do business with RoundPoint Mortgage need to be warned about what they're getting into.

RoundPoint is a terrible company! Avoid them at all costs! Our mortgage was purchased by them, so we have no choice but to deal with their shady business. They completely over drafted our PMI payments in May and screwed up our entire escrow account. This caused our monthly house payment to triple! I have called 10 times in the last month to get the mistake resolved, and keep getting told the same thing: they are requesting a refund before running a new escrow analysis and to keep waiting. Meanwhile, I'm still making exorbitant house payments! No one can explain how this major mistake was made in the first place; all they do is apologize for the inconvenience. Reading through these reviews, I see the exact same thing has been done to other people. Seriously, they are not trustworthy, and I do not see how they've stayed in business. I have since reported them for fraud with the FBI and also the BBB. I will write as many reviews as I can until this issue is resolved. I want my escrow account to be reimbursed and my house payment to return to its original amount. I also want someone from RoundPoint to call me back and respond to my complaints.

8/22/2017

These people apparently don't understand English and they are only out for the money. When Embrace sold my loan to them I made sure they understood that my payments would be made at the end of the month for the 1st of the following month to be sure my payments would not be late. I inadvertently sent a check on the 1st which messed up my payment for the following month. Rather than make a note that said I missed a month, they ended up charging me late fees for every month up to recent. I asked why I never got monthly statements and the girl was very rude and said they had been sending me monthly statements and I should be checking my mail. Suffice it to say I was Pi***ed! If I could find a way to have someone else buy my mortgage, I would do it in a heart beat. I had no choice as who was chosen Embrace sold my loan to them. Save yourself the headache and don't bother with these idiots!

Roundpoint has raised my hazard insurance from $5 a year to $4, 000. This has raised my mortgage payment $500 a MONTH. Ridiculous. Hazard insurance? Why? This is clearly fraudulent, and I'll be consulting attorney. Does anyone have any advice? I haven't gone through the phone battle yet as I just got the bill, so if anyone has a tip, I'd appreciate it. I know a lot of ppl are in similar circumstances. Class action? Sign me up.

Unbelievable.

Sold my house, loan was paid off on june second. Even though the account should have been closed as the loan balance was paid in full the still took another months worth of loan payments out of my checking account on june 5th which is 4 days after the etf is to take place.

When I called to get this resolved I was told it would take 20 days even though this was their fault because if the loan was paid why are they still taking my money?!?

First customer service agent hung up on me while saying ma'am I will try to expedite your claim but our policy is 20 days.

Second agent put me on hold for over 20 minutes whole waiting to talk to a supervisor. Maybe they were trying to get me to hang up I don't know. Little did they know I had the day off and time to kill.

Finally I talked to a supervisor, she was as much help as the second agent. There was no resolution. She did give me an email address that I could submit proof to that said money did come out of my account.

In the end I called my credit union and explained the situation and about 1 hours later the money was back in my account.

Unbelievable.