Consumer complaint received 2022-12-30
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loan # XXXX We wish to complain against Roundpoint Mortgage who is holding the final {$22000.00} of our insurance claim with unnecessary delays to the point that it risks the termination of our current construction of our house with our contractor. We have spent all of our personal savings to prevent a pause in reconstruction. 

We present the following timeline of facts as evidence of this complaint. 

XX/XX/2022 through XX/XX/2022. - We had a pipe leak that resulted in damage to our property. We filed the proper claim through our insurance provider ( XXXX XXXX claim XXXX ) ; solicited bids for work ; initiated construction ; and received a check for the claim that was endorsed to our mortgage company at the time ( XXXX XXXX  ) ; approximately of the claim was released by XXXX. Per our contract with XXXX, we paid a large initial deposit to purchase raw materials and initiate construction, and weekly payment range between $ XXXX {$10000.00} depending on the amount of the work completed the prior week. 

XX/XX/2022 - XXXX notified us that our loan had been transferred to Roundpoint. 

XX/XX/2022- Roundpoint notified us as new servicer of mortgage via email. 

XX/XX/2022 - Roundpoint website recognized our personal information well enough for me to set-up a personal profile and set-up account. 

XX/XX/2022 - XXXX started demolition and reconstruction of our house. 

XX/XX/2022 & XX/XX/2022 - XXXX made phone calls to customer service at Roundpoint where he was told that nothing is showing from insurance transfer, but it was merely a matter of time before all funds and necessary documentation would be processed. 

XX/XX/2022 XXXX XXXX sent an email inquiry to XXXX ( per website ) that stated : Our mortgage was a transfer from XXXX. 
We were mid-insurance claim when the transfer occurred. 
Our original insurance check was for {$62000.00} of which XXXX disbursed {$40000.00}. 
There should have been a {$22000.00} insurance balance transfer that I can not see or access on my new account. 
All of the FAQs that I could see was designed to address setting up from the initial claim, not a transfer of an existing balance. 

Please advise. 
We have about 2-3 weeks of payments to the contractor before we need to access this money and not be late on payments. 

XXXX and XXXX XXXX XXXX phone XXXX We have not received a response from this email to date. 

XX/XX/2022 XXXX We sent the following email. 





XX/XX/2022 XXXX called Roundpoint and was given the choice between waiting for XXXX documentation to transfer or sending them Roundpoints claim forms, affadavits, etc. XXXX elected to complete Roundpoints process. She made a point of explicitly asking if there was more that we needed to do procedurally on our end. 

XX/XX/2022 XXXX sent all documents described. 

XX/XX/2022 XXXX XXXX called Roundpoint. She initially talked to XXXX and was transferred to XXXX. She was told that XXXX signature was missing on one page. She was not given an answer when she asked if anyone from Roundpoint would notify or if we needed to perform every action in this process. XXXX stated that the check will be released in a few business days. Again, XXXX made a point of explicitly asking if there was more that we needed to do procedurally on our end. 

XX/XX/2022 by XXXX Necessary page with XXXX signature was sent. 

XX/XX/2022 XXXX and XXXX Failed attempts to reach Roundpoint by phone after not receiving check as per XXXX. 

XX/XX/2022 XXXX XXXX called Roundpoint and reached XXXX who stated that an inspection was necessary. XXXX gave XXXX cell phone number who is a public educator on break who would make himself available XXXX for an inspection. She was told that an inspector would call in 2-5 days. Again, XXXX made a point of explicitly asking if there was more that we needed to do procedurally on our end. 

XX/XX/2022 XXXX XXXX received a call stating that an inspector would be calling him soon. 

Since then, we have not received a call from an inspector, the check, nor any correspondence explaining additional requirements necessary to receive our funds. 

We are also out of savings and are at risk for having the reconstruction of our house halted for nonpayment.

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