Consumer complaint received 2023-10-09
Company: RoundPoint Mortgage Servicing LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Private mortgage insurance (PMI)

Complaint:
PMI removal had been initiated and paid to previous servicer, XXXX, with a XXXX and pending appraisal. When the loan was transferred to Roundpoint, they did not receive this information. I had to call to request the bank to obtain the documents, payment, XXXX and appraisal request. Once obtained, XXXX withheld communication and documents to allow me to take action to remove the PMI. 

XX/XX/2023 - XXXX removal request approved with next steps at XXXX XXXX, monetary check mailed for XXXX. 

XX/XX/2023 - Roundpoint mortgage servicer acquires my loan from XXXXXXXX XXXX XXXXXX/XX/2023 - XXXX XXXX deposits check for XXXX ( time and date ) - Multiple phone calls to Roundpoint to initiate document and payment transfers from XXXX related to XXXX removal XX/XX/2023 - Roundpoint emails me, requiring action on XX/XX/2023 ( date passed ). This was impossible considering the date was in the past. No phone calls or emails to me from Roundpoint prior to this. 

Called Roundpoint, they said the XXXX needs to be filled out and sent again, XXXX was cancelled and will need to be reassigned by Roundpoint. The information they gave the original XXXX ( phone number ) was not up to date. The updated phone number had already been conveyed in a previous phone call, and online. There was no email to request action on my part, or that the previous BPO and funds had been located, transferred, initiated and processed. 

XX/XX/2023 - XXXX XXXX submitted to Roundpoint. 

XX/XX/2023 - XXXX performed at property XX/XX/2023 - Phone call in the morning, XXXX hours long, customer service representative could not provide definitive answers pertaining to removing PMI if the appraisal comes in low ( paying down principal ). The process outlined by Roundpoint representative was " you should be able to '' rather than " this is 100 % accurate. '' Representative said the process could not be continued until a copy of the BPO and appraisal was in hand, call back when received by mail. 

XX/XX/2023 - Received XXXX and appraisal from Roundpoint. Attached documents were for a different address, not mine. 

XX/XX/2023 - Called Roundpoint, on the phone XXXX hours ( on hold nearly XXXX hours ). The representative gave different answers pertaining to paying principal and getting house reappraised for a new XXXX. No definitive answers again, more " you should be able to '' rather than " this is 100 % accurate. '' XX/XX/2023 - Request Roundpoint to send digital copy of XXXX and appraisal since I got the wrong one in the mail. They send a corrupt/blank file, and do not attempt again. They offer to send in mail, 14 day estimate. After declining, they offer the documents team to try to email a digital copy in XXXX hours. I request to stay on the line until I receive the documents, because they sent me the wrong ones, which is withholding information. 

XX/XX/2023- Supervisor enters call, muffled voice ( like talking through a pillow ), refuses to try different method for microphone and sends me back to hold. Same supervisor enters again after holding another XXXX minutes. I explain the situation, and that there is also potential fraud in the dealings of my mortgage. Supervisor now gives me the entire process and steps, procedures, timelines, all information related to XXXX removal for low appraisal. Supervisor immediately sends a clean XXXX and appraisal to my email. Supervisor refuses to send the steps in writing to ensure the balance payment will remove PMI. 

XX/XX/2023 - Waiting for documents team to draft PMI removal procedure and email to me. 

The process of removing the PMI has been astoundingly difficult due to communication with Roundpoint, documents withheld, incorrect documents received, and refusal to remedy situations.

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