Consumer complaint received 2023-04-30
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is related to my Escrow Account with Roundpoint Mortgage Servicing Corporation. 
Roundpoint Mortgage Servicing Corporation ( Roundpoint ) sent me a letter in XX/XX/XXXX stating I had a negative escrow balance of {$6000.00} ( attached ) but did not provide sufficient documentation to support this balance. I called Roundpoint on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and also provided documentation via email showing a different escrow balance. 

My XXXX statement ( attached ) showed monthly escrow fees of {$920.00} and additional fees of {$500.00} that would be charged for 12 months to cover the negative balance of {$6000.00}. 

I spoke with Supervisors, XXXX and XXXX on XX/XX/XXXX. XXXX emailed me partial accounting and said she would obtain escrow records from XXXX XXXX so that she could then provide a full accounting. 

In the meantime, I emailed Roundpoint a full accounting on my end including documentation to support my accounting ( attached ). 

I sent this accounting and supporting documentation to XXXX on XX/XX/XXXX and to XXXX on XX/XX/XXXX. 

When I first called about this on XX/XX/XXXX, I asked what the escrow balance was at the time Roundpoint bought the loan back from XXXX ( XX/XX/XXXX ). The agent put me on hold, researched it, came back on the line and said I dont know. I have looked through your account and it seems we have no record of that. 
I said to her, " You have no record of that? What do you mean you have no record of that? '' They are a bank and have no record of that? My money just vanished into thin air with no record? 

Then, on XX/XX/XXXX, XXXX told me the amount received was {$1100.00} but that they do not have a history of deposits or disbursements from XXXX for the time XXXX had my loan ( XX/XX/XXXX to XX/XX/XXXX ). She told me she requested it from XXXX and would receive it by XX/XX/XXXX. I told her I believe this {$1100.00} number is inaccurate and I would send her an accounting including the closing statement from my refinance with Freedom that shows all of the escrow fees I paid up front to Freedom. 

On XX/XX/XXXX, I called again. It took numerous calls before I got a live person on the phone. When I finally did get a customer service agent, I requested a call back from XXXX or another supervisor and an update on the accounting from XXXX XXXX. I did not receive a call back from this message. 

On XX/XX/XXXX I emailed Roundpoint regarding the confusion and mistakes on my XX/XX/XXXX statement ( attached ) and reminding them that I still have not received the Freedom Mortgage escrow accounting that XXXX promised to send to me by XX/XX/XXXX. 

My XXXX XXXX shows a negative escrow balance of {$2700.00} yet they are still charging me {$1400.00} in monthly escrow fees. If the balance is now negative {$2700.00} instead of negative {$6000.00}, why is the monthly charge still based on a negative balance of {$6000.00}? And why is the {$1400.00} now lumped together instead of separated out with regular monthly charges and additional fees to cover the negative escrow balance? 

On XX/XX/XXXX, I received a voicemail phone message from Roundpoint XXXX, XXXX. I called XXXX back XXXX minutes later at the only number available ( XXXX ) XXXX. It took several calls until I finally reached customer service representative, XXXX. I then sat on hold with XXXX for XXXX minutes until a different XXXX, XXXX, got on the line and said We researched it and the shortage is accurate. 

I told XXXX, It is not accurate. You still havent responded to my emails or provided a full accounting including payments made by XXXX. XXXX promised I would receive that accounting by XX/XX/XXXX. It is now XX/XX/XXXX and I still have not received the accounting. And now the amounts and charges on my latest mortgage statements are not adding up. 

Roundpoint can not tell a customer they have a negative escrow balance of {$6000.00}, charge that customer an extra {$500.00} every month to make up that balance and then not substantiate that claim with documentation to prove it. 

I have asked for phone numbers to call these supervisors back. The only number Roundpoint provides is the one on my statement ( XXXX ) XXXX, where it is virtually impossible to reach a live person. 

I believe the error lies with the escrow balance that XXXX XXXX reported to Roundpoint Mortgage when Roundpoint bought my loan back from them in XX/XX/XXXX. Roundpoint and XXXX need to correct this error. 

I am not sure if XXXX paid the {$3700.00} property taxes that were due by XX/XX/XXXX ( considered late by XX/XX/XXXX. ) Even if XXXX did pay that tax bill, the negative escrow balance is still incorrect. If XXXX did pay that tax bill, my negative escrow balance would be {$4600.00} ( including the 2 month cushion ) instead of the {$6000.00} negative balance ( including 2 month cushion ) that Roundpoint is reporting. That leaves {$1400.00} of escrow fees still not accounted for. 

Roundpoint has dropped the ball on this issue and now is giving me a dismissive response of the accounting is accurate, yet still not providing a full accounting or a response to the accounting I submitted. I have provided accounting to support my claim. Roundpoint has not provided accounting to support theirs.

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