Consumer complaint received 2024-01-19
Company: RoundPoint Mortgage Servicing LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
In early XX/XX/XXXX I received by mail a Escrow analysis document advising that I had an escrow shortage of {$1700.00}. I am retired on a fixed income so it's very important to me that I keep my monthly payments at a fixed amount. For me that's {$1000.00} or less. My monthly payment at the time was {$980.00}. Based on the escrow analysis document, and the escrow shortage, my monthly amount was going to increase to {$1200.00}. To avoid this, on XX/XX/XXXX I mailed Roundpoint the

Escrow shortage amount of {$1700.00} with my monthly payment of {$1000.00} ( an extra {$100.00} to principal ) for a total of {$2800.00}. I then receive the next months mortgage statement for XX/XX/XXXX and it shows my monthly payment amount as {$1200.00}? The statement showed that they received my payment but it was not applied correctly. In XXXX I mailed my normal payment of {$1000.00} and attached a letter stating that my statement was wrong and they didn't apply the funds correctly. I asked them to correct ASAP and to contact me if there were any questions or problems. Never heard from Roundpoint.

I then receive the next months mortgage statement for XX/XX/XXXX and it again shows my monthly payment amount as {$1200.00}? The statement showed that they received my XXXX payment. In XXXX I mailed my normal payment of {$1000.00} and again attached a letter stating that my statement was wrong and they need to correct this immediately and to contact me if there were any questions or problems. Never heard from Roundpoint.

I then receive the next months mortgage statement for XX/XX/XXXX and it again shows my monthly payment amount as {$1200.00} and an amount due of {$1400.00}? The statement showed that they received my XXXX payment and they charged me a late fee of {$21.00}? I have never been late with my payment to Roundpoint mortgage. On XX/XX/XXXX, I called Roundpoint at their customer service number of XXXX. I knew immediately that I reached an offshore call center. I asked the representative to please transfer me to someone in the United States as I had a serious problem with my account and I needed this escrow shortage issue resolved with someone who could actually correct this and not just be a conduit. The representative said they had no way of doing that. They could take the information and pass it along??? I asked for a supervisor or someone that I could escalate this with and was told that I could get a supervisor call back??? I grudgingly went ahead and explained the problem. I told them I wish to file a complaint and that I wanted a Roundpoint manager in the United States to get this resolved. I have been waiting to hear back from anyone at Roundpoint and no one has contacted me.

Yesterday I received my new statement for XX/XX/XXXX and it again shows my monthly payment amount as {$1200.00} and an amount due of {$1600.00}? The statement showed that they received my XXXX payment and they charged me a late fee of {$21.00} again? I have never been late with my payment to Roundpoint mortgage.

I have reached my fill and I am done dealing with these idiots at Roundpoint. This is the second time in less than a year that I have had a serious issue with Roundpoint mortgage. They bought out my loan from the previous lender XXXX XXXX. Roundpoint was difficult to deal with on the previous issue which is why I was hesitant calling them. Based on my previous contact I knew I was going to get incompetent, offshore call center people that couldn't do anything but be a conduit and I wanted to speak directly to a Roundpoint manager in the United States. So now I have been charged two months of late fees even though they received my payment well before the due date. This better not have affected my credit rating as I am going to be really XXXX off. I want this corrected immediately, a credit for the late fees and an apology letter from them advising as such. How are they allowed to operate in this manner and treat excellent customers this way? I have done nothing wrong except for having my mortgage bought out by these losers!

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