Consumer complaint received 2020-10-21
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We refinanced our home. Payments were made during the process and not credited to the new loan amount in the amount of {$1500.00} XX/XX/XXXX We were told our loan had been through final approval via email XX/XX/XXXX We emailed processor and asked if the final loan amount would be updated to the correct payoff/refinance amount XX/XX/XXXX We were told via email that the title company and the closer would be collaborating fees, leading us to believe that the loan amount upon actual close would be updated and correct XX/XX/XXXX We were We via phone spoke with the title company twice *We had a very short time to set the close date XX/XX/XXXX Contacted the title company twice during the close process because the figures were incorrect XX/XX/XXXX Multiple phone calls to the mortgage company via phone to try and get in touch with the processor, the closer and costumer service during the closing XX/XX/XXXX Multiple emails to processor concerning the loan amount during closing *was told we were unable to get cash back at closing in Texas *was told it was a rounding issue, they rounded up to prevent getting cash back *was told we would get overage back after close *was told there were fees and interest *was told the loan officer would call me XX/XX/XXXX Loan officer called and emailed, we missed the call however we called and emailed back the same day. We were not able to speak with him XX/XX/XXXX Called and emailed the loan officer in an attempt to contact them again XX/XX/XXXX Called the mortgage company and the closer 3 times, trying to get in touch with someone who could help us address the issue. Was transferred to multiple departments, spoke with multiple people who could not help us. 

XX/XX/XXXX Called the mortgage company to leave multiple messages for the various departments and people we'd been in contact with. Was told that the loan officer would contact us - we never heard from him XX/XX/XXXX Lodged a formal complaint with the mortgage company via email XX/XX/XXXX Blanket response from mortgage company saying the issue was sent to the Customer advocate who would be in contact with us - we never heard from anyone XXXX Called the mortgage company using multiple numbers including the number in the Customer advocate email, was transferred around, left messages spoke with multiple people who could not help us XX/XX/XXXX Called the mortgage company attempting to seek help, no one could help us, could not help us, left message for the loan officer who we were told would contact us and did not hear from anyone XX/XX/XXXX Called the mortgage company again, was transferred and placed on hold almost 4 hours. We used another phone to call them again to speak with someone in management, placed on hold several times. No one was ever available. Left messages again, let them know the attempts and the problem, that we'd filed a formal complaint and were going to seek outside complaints. Have not heard from anyone.

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