Consumer complaint received 2018-04-21
Company: RoundPoint Mortgage Servicing LLC
State: WI
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage with Roundpoint Mortgage Servicing. I escrow my property taxes, my homeowners insurance, and my USDA annual fee. Roundpoint sent me a check from my escrow account to pay my XX/XX/XXXX property taxes in XX/XX/XXXX. The amount they sent me was the amount of my XX/XX/XXXX property taxes, which was {$290.00} short for my XX/XX/XXXX property taxes. I called Roundpoint, and I was told they would send the information to the " tax department '' and pay the remainder of my XX/XX/XXXX taxes. 

I sent Roundpoint a secure message on XX/XX/XXXX when I looked at my property taxes online and realized the {$290.00} had not been paid. I received an email from Roundpoint stating they had sent my message to the tax department, and someone would be in touch with me soon. 

About a week later, I received an escrow statement from Roundpoint dated XX/XX/XXXX, stating there was a projected shortage in my escrow account and my mortgage payment was being raised to {$1300.00} from {$1300.00} due to this projected shortage in my escrow account. 

The statement shows that property taxes were anticipated to be {$3200.00} but the actual amount PAID was {$3500.00}. These numbers ARE correct. The anticipated amount of {$3200.00} was the amount of my XX/XX/XXXX property taxes. My property taxes went up to {$3500.00} in XX/XX/XXXX. I agree my escrow payment should be raised in order to reflect the amount due for my XX/XX/XXXX property taxes. 

My issue is Roundpoint did NOT pay {$3500.00} out of my escrow account for XX/XX/XXXX property taxes. Roundpoint paid {$3200.00}, leaving a balance on my XX/XX/XXXX property taxes of {$290.00}. As of XX/XX/XXXX,  this shortage on my property taxes is still NOT paid by Roundpoint out of my escrow account. 

They RAISED my monthly mortgage payment because they say they " PAID '' {$3500.00} to my property taxes when the projected amount was {$3200.00}. BUT they have NOT paid {$3500.00} on my property taxes. 

I have called Roundpoint repeatedly requesting they pay the remainder of my XX/XX/XXXX property taxes and fix their error in paying the wrong amount in the first place. I received notice that Roundpoint is transferring my loan to a new company on XX/XX/XXXX. I called Roundpoint on XX/XX/XXXX to ensure they were going to pay the remainder of my XX/XX/XXXX taxes out of my escrow account by the time they transfer my loan on XX/XX/XXXX. The customer service agent I talked to said she saw my numerous requests for Roundpoint to pay the remainder of my XX/XX/XXXX property taxes and stated she was going to contact the tax department and call me back the SAME DAY. I did not receive a call back. 

I called Roundpoint back again on XX/XX/XXXX and I was told there is a note in the system from XX/XX/XXXX stating I am personally responsible for paying the balance due on my property taxes of {$290.00} since my loan is " going to be transferred by then. '' My current balance in my escrow account is {$870.00}, the remaining amount due on my XX/XX/XXXX property taxes is {$290.00}. The money is there to pay the amount Roundpoint shortage me on my XX/XX/XXXX taxes. I did the math, and my monthly escrow payment of {$430.00} is MORE than enough to have the amount needed in my escrow account to pay my taxes, insurance, and annual USDA fee going forward. 

I alerted Roundpoint that they shorted me {$290.00} on my property taxes in XX/XX/XXXX. Roundpoint 's response was to raise my monthly escrow payment due to the " anticipated '' amount of my property taxes being less than the " actual amount paid. '' However, they only paid the " anticipated '' amount and they are REFUSING to pay the {$290.00} still due. 

Roundpoint was correct in raising the amount of my monthly escrow payment due to the {$290.00} rise in my XX/XX/XXXX property taxes. They even sent me a statement showing the reason they are raising my monthly escrow payment BECAUSE they paid {$3500.00} in XX/XX/XXXX property taxes when the anticipated amount was {$3200.00}. 

When in reality, Roundpoint only paid {$3200.00} on my XX/XX/XXXX property taxes, and they are now telling me that I am responsible to pay the remaining {$290.00} due out of my own pocket and refusing to pay it out of my escrow account, even though they raised my monthly escrow payment to cover the additional {$290.00}, which again, is the difference in my property taxes from XX/XX/XXXX to XX/XX/XXXX. 

Roundpoint is now refusing to pay the {$290.00} remaining due on my property taxes, and is telling me this is MY responsibility to pay out of my own pocket because they are transferring my loan? It feels like a triple-whammy. They are supposed to pay my property taxes out of my escrow account. They shorted me {$290.00} on my XX/XX/XXXX property taxes. I brought this to their attention. They raised my monthly escrow payment to reflect the change in XX/XX/XXXX taxes, but they are refusing to pay it, even though they are forcing me to pay it into my escrow account. 

Again, I have done the math. IF Roundpoint paid the remaining {$290.00} on my XX/XX/XXXX property tax bill out of my escrow account, there will be plenty of money in my escrow account to pay XX/XX/XXXX property taxes, homeowners insurance, and USDA annual fees going forward.

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