Consumer complaint received 2020-02-11
Company: RoundPoint Mortgage Servicing LLC
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern, I have been wrongfully charged with force placed insurance by Roundpoint Mortgage Servicing Corporation on loan # XXXX. I was XXXX overseas from XX/XX/XXXX until XX/XX/XXXX see attachment # 1, while this occurred. My insurance policy changed from an owner occupied policy # XXXX ( Attachment # 2 ), to a tenant occupied policy # XXXX ( Attachment # 3 ). You will see with the cancelation notice of policy # XXXX states the reason for cancellation as Coverage Replaced. The owner occupied policy was replaced by a tenant occupied policy dated for XXXX. A refund for policy # XXXX ( Attachment # 2 ) of approximately {$1200.00} from XXXX was sent back to Roundpoint and deposited XX/XX/XXXX. The tenant occupied policy # XXXX ( Attachment # 3 ) was sent to Roundpoint for payment on XX/XX/XXXX. It was incorrectly filed by Roundpoint Customer service department instead of being filed with Roundpoint Insurance department. The tenant policy was not paid for two reasons ; incorrectly filed by Roundpoint and the escrow balance not being sufficient due to the refund not being cashed until XX/XX/XXXX. 
At no point did I make any mistake or have lapse in coverage caused by me. Roundpoint claimed that certified letters were sent to my home, however my wife never signed for a certified letter nor could Rointpoint provide any tracking number or signature verifications for those letters when I asked for them. I asked why they didnt attempt to call my wife or email the account on file Roundpoint claimed it is illegal for them to do so, yet suggested that my wife should have been opening mail addressed to me. I reminded them that it is a federal offense to open mail not addressed to you.

I have called Roundpoint on multiple occasions and had this issue researched by them and they have all the documentation to show this is what happened yet they have refused to reimburse me the difference in the premiums due to their incompetence. The policy through XXXX was {$1300.00} and the forced placed policy was {$3400.00}. That is a {$2100.00} mistake that I have paid for because I was XXXX and Roundpoint made a mistake. The escrow account was closed out and I receive a refund of {$420.00}, all I would like is the remaining {$1700.00} which is the amount that I was overcharged with the force placed insurance. The last person I talked to was XXXX XXXX a Roundpoint Supervisor phone number XXXX XXXX XXXX XXXX. She sent this to her research department and although they see the mistake they will not reimburse me. 

Below is a list of dates and times I have called for help. 
XX/XX/XXXX at XXXX Spoke with XXXX XXXX # XXXX XX/XX/XXXX at XXXX Spoke with XXXX told to reference XXXX- I assume those are her initials XX/XX/XXXX at XXXX Spoke with XXXX Requested a supervisor call me back XX/XX/XXXX at XXXX Spoke to XXXX XXXX she told me Roundpoint will not reimburse me for their mistake. She also said she deals with this same issue consistently and she wants a new job.

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