Consumer complaint received 2018-10-18
Company: RoundPoint Mortgage Servicing LLC
State: RI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Good afternoon, I recently received an Escrow Assessment Statement from my mortgager servicer, Roundpoint Mortgage. The statement states that my escrow account is short. It is short due to hazard insurance and city taxes going up, but the bulk of it is due to a Roundpoint debiting my account twice in XX/XX/XXXX ( XX/XX/XXXX and XX/XX/XXXX ) for my city taxes both in the amount of XXXX. The payment on XX/XX/XXXX went to the wrong town, so Roundpoint sent another payment to the correct city on XX/XX/XXXX. They never received back the wrong payment and never requested the refund. They knew the mistake, because they sent out the payment on XX/XX/XXXX. In XX/XX/XXXX, I received the statement and saw the mistake in XX/XX/XXXX. I called XX/XX/XXXX at XXXX ( call was 11mins ) to discuss my concern of the escrow account shortage due to the error of XXXX. The customer service rep stated that he saw the 2payments that were made and that I should hear back from someone by XX/XX/XXXX at noon. I did not. I had to call back, which was on XX/XX/XXXX at XXXX and was told that the account was short, which I already knew. I requested a manager and was told that all managers were in a meeting since noon and I was on hold for 30mins until a manager was reached ( total wait time was 57mins. As of XX/XX/XXXX, the company still did not investigate a matter that they already knew was a problem back in XX/XX/XXXX. I called back on XX/XX/XXXX and was told that the payment went to the wrong town I needed to wait for the refund to hit my account. I have a heightened mortgage payment due to the shortage, so I told them the amount that I paid for this month, should be credited to my principal or refunded to me. 

Their resolution was for me to wait for the refund. For the heightened payment due to the escrow to pay previous amount before the adjustment. This really concerns me, wouldn't that cause me to be late if I am not paying the true billed amount. Then this will cause more calls and more loss of income due to having to take time to call them again and again. I do not want my credit to be effected due to this. 

So do I wait again for another 30days and to find out nothing was done again. What happens when the town does not refund them? Do I have to forgo the XXXX because of Roundpoint 's error? 

My concern and complaint is about the time and refund. Should a company be allowed to not ask for a refund without customer consent? When Roundpoint found out in XX/XX/XXXX they should have asked for the refund. Then in XX/XX/XXXX they should have investigated and asked for the refund. Also between the time of my call on XX/XX/XXXX and XX/XX/XXXX, that is well over 30days ... .are n't they out of compliance on servicing a concern/complaint? Also if it is Roundpoint 's mistake for sending out the payment to the wrong town, why should I wait for the refund to hit my account? This mistake was on Roundpoint and my account should be credited right away because it was not my error. As a corporation they have more expendable income than my family does ... again it was not my error. Also on XX/XX/XXXX, the customer rep could not tell me if they in fact requested the refund, just that they were working on it and I have to wait for their phone call.

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