Consumer complaint received 2019-09-04
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
RoundPoint Mortgage Servicer gauged the amount of payoff. But beside that ... I was told that after my payoff, I was to expect verifying paper work in the mail with in 30 day 's. Readmitted I would call for updates. I was told that the " XXXX '', " XXXX XXXX '', was signing off and RoundPoint would file the document at the Court house. Than, as soon as all was done, RoundPoint would forward a letter providing me with a letter. 

Over a 10 year spread of talking to always new people, I've learned that only a few know what is gaining on but the phone service reps across the bar, are left in the dark. My favorite question ... '' how long have your worked for the company,? '' I receive the usual standard answer " I been here 2 years! '' ( What a joke! ) Recently I was told that I owed a lot of money and what to expect? The representative who had a little chip on his shoulder was from XXXX XXXX  not XXXX! I asked him when I made the last payment. He got silent and apologized when he realized the account was paid off. 
Pay off date was XXXX of XX/XX/XXXX. I still have nothing confirming that RoundPoint has removed the lean!!!! 

Last Friday, XX/XX/XXXX, and after a phone call to RoundPoint, I learn that RoundPoint forwarded a letter on the XXXX, of XXXX to an address that is not active anymore. Needless to say that I have, as of today, NOT received this letter. ( this company just doesn't stay one top of staying in touch with their customers ). 

Reminder : In the early 2000 's the US Government Ruled that US Post office addresses be replaced by 911 Addresses. In my neck of the woods this took place for about 2 years. So in the mid 2000 's my address changed but the contract address, a U.S. Rout address would not be replaced. This became the first problem when RoundPoint forwarded a Settlement offer in XX/XX/XXXX that I never received. Yes I never received it!!! 

So fast forward XX/XX/XXXX, and after RoundPoint was informed through CFPB, Federal Court by Attorney in fact, and uncountable change of addresses in their system, THEY DID IT AGAIN!!! 
I find this behavior unprofessional, incompetent and the heights form of procrastination. This is not a professional Company this is a company that rides a thin line between right and wrong! Never sever enough to be criminal, but since they dont have to obit by the same Laws as a Bank, they continue to cause even bigger hard ships to the already troubled home owner!!! 
Their behavior has cost me personally an instant amount of money!!! All because RoundPoint strives of Confusion and provide the Home owner with just enough information to get them of the phone! 

Companys like this get rich on the back of hart working home owners. 

Solution : I suggest like attorneys send one copy to the home address including the old and new and a second to the P.O. box address. 

Over all the years I have dealt with RoundPoint representatives ... once they get you of the phone they say anything to get you off the phone! 

as the good book teaches ... 
Luke 6:31 English Standard Version ( ESV ) 31 And as you wish that others would do to you, do so to them.

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