Consumer complaint received 2019-12-09
Company: RoundPoint Mortgage Servicing LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear all, In XX/XX/XXXX, I conducted a mortgage with the XXXX XXXX XXXX for my principle property which is a condo in XXXX PA XXXX. In XX/XX/XXXX, I was informed that the XXXX XXXX XXXX sold/transferred my loan to the Roundpoint servicing company. In XX/XX/XXXX, I received two interim notices concerning school taxes. I sent these notices by email to roundpointmortgage.com so they can take care of these amounts since they keep my escrow account. They replied by phone call that they don't pay interim or supplementary taxes and that's the borrower 's responsibility. I called them again trying to explain that these notices concern, the first interim notice, school taxes from XX/XX/XXXX till XX/XX/XXXX which I have already paid in the closing date, as you can see from the latest closing disclosure document, and the 2nd notice the two months XXXX and XX/XX/XXXX since the closing date was on XX/XX/XXXX. I even asked to escalate the problem and spoke with the supervisor of the taxes department of the roundpointmorgage company. I also explained that these notices informed me that school taxes have to be paid off by XX/XX/XXXX and XX/XX/XXXX respectively so that i get the 2 % discount or at base until XX/XX/XXXX and XX/XX/XXXX respectively otherwise there is penalty 10 % if paid after XX/XX/XXXX and XX/XX/XXXX respectively and of course my account will be delinquent. The supervisor replied that they don't pay interim and supplementary taxes and that they have scheduled tax payment on XX/XX/XXXX, without explaining what exactly are these taxes. After these conversations, I realized that there was a problem of understanding each other. I was trying to avoid any mishandling of my case that's why I decided to sent another email with all documented evidence on XX/XX/XXXX and a reminder on XX/XX/XXXX and I even copied the people from XXXX   XXXX XXXX involved with my loan process. Up to now I haven't got any response from the supervisor even if I called the roundpoint mortgage on XX/XX/XXXX to see if there was any update concerning my case. 
I am in a situation that I'm not treated fairly at all and the terms of my original loan are not any longer valid with the new servicing company. 
I am a new XXXX  in the USA and I need your help because I don't know what else I can do for my case. It is totally unfair that I'm being es-crowed and at the same time they ask me to pay taxes that I have already paid. It is also unacceptable the way they behave to me as a customer which bring me to point to know my rights and if possible to get my escrow account in my hands and handle all these responsibilities in time. 
I would appreciate your support and guidance and I do apologize for my English mistakes in my effort to be as much descriptive as possible. 
Thank you very much for your understanding and support.

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