Consumer complaint received 2018-07-10
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Below is a detailed account ( and also the exact email I have submitted to Roundpoint 's Ombudsman a week ago ( XX/XX/XXXX to be exact ) - to this date I have not received any contact from Roundpoint since submitting my complaint to their Ombudsman ). This was also mailed to Roundpoint on XX/XX/XXXX. 


At the end of XXXX it was decided that we would be terminating our homeowners policy with our former insurance company at the end of the coverage period and selected a new carrier for our new  homeowners insurance policy, effective date XX/XX/2018. At that  time Roundpoint was notified by our insurance agency that this change would occur. 

A couple of weeks into XXXX it was realized that we had not received notification from Roundpoint that funds had been distributed from our escrow account to our new insurance carrier. At that time I contacted Roundpoint and spoke with insurance service center representative XXXX that stated a check had been requested/issued on XX/XX/XXXX. He suggested contacting our new insurance company and if they had not received the check we could call back on that Monday, XX/XX/XXXX and they would overnight a check since our bill was due on XX/XX/XXXX. I immediately contacted my insurance company and they confirmed that they had not received a check from Roundpoint. 

On XX/XX/XXXX I called back and spoke with XXXX again and he called my insurance company who told us there was a 20 grace period that would end on XX/XX/XXXX. He submitted our account to be reviewed and expedited. 

I called back on XX/XX/XXXX for an update and was transferred to a supervisor named XXXX. Before that the representative who helped me filed a formal complaint on my behalf but to this date I have not received any follow up from that complaint. The complaint number is XXXX. Upon speaking to XXXX, he stated that perhaps the reason a check had not been sent yet was because they did not receive a bill from our insurance company until XX/XX/XXXX. I find it interesting that a check was supposedly sent/requested on XX/XX/XXXX but now there wasn't a check because the bill got there a week later. I told him that was fine but it was now the XXXX so I wasn't understanding that logic. He then said maybe it was because a check was requested for our old insurance company and they had to make sure that was cancelled before a check could be issued to our new company. I then again reminded him it had been 2 weeks and if it took that long to issue a cancellation on a check that was never sent out ( since there was no check number associated with the old insurance " check '' and the old insurance never received a check ) that perhaps they needed to reevaluate their procedures. He then told me he would run a check trace on the new insurance check that would take 3-5 days. I told him my due date was XX/XX/XXXX so I didn't have 3-5 days. He assured me as soon as they had the results of the check trace they would call me back. To this date I have not received a phone call with those results. 

I then called back on XX/XX/XXXX and spoke to XXXX who requested an overnight payment. He advised it would be the next day that the check was cut since we called in the late afternoon but it would be mailed by XX/XX/XXXX. 

On XX/XX/XXXX I called and again spoke to XXXX who did not see that the check had been overnighted yet but that an overnight address had been obtained from our insurance company. He supposedly submitted a review to get it pushed through faster and assured me that by Friday the check should be mailed. I assured him that I would be calling back Friday if my account did not reflect that a payment had been sent. 

I then went on Roundpoint 's XXXX page to express my displeasure with this situation in hopes that maybe that would get someone's attention and on XX/XX/XXXX I was requested to send an email to XXXX. I promptly sent my email and received a reply that they would look into the matter that day. To this date I have received no further communication from that email. 

After asking for an update from the social media email and receiving no response I contacted the insurance service center once again on XX/XX/XXXX. This time I spoke with XXXX who tried to make sense of what was going on with my account but could not explain why a check had no been overnighted yet. She asked that I give her until Monday to get it fixed and if not she would once again request an overnight check. She assured me that she gets in on Mondays at XXXX and would promptly check into the matter as well as get her boss to look the account and call me back. No surprise I have not received a phone call. 

This brings us to today, XX/XX/XXXX, when I called the insurance service center for an update and spoke with XXXX. I asked her if a check had been issued and she told me no to which I told her that I no longer wanted to discuss this and I would be calling my insurance company myself today to make payment since I no longer had any faith that anyone at Roundpoint could help me get it paid by Friday. I also told her to note my account with that information and also note that I would be contacting the Ombudsman to file an escalated consumer complaint and if for some reason Roundpoint could get its ' act together my insurance would issue me a refund. 

To this date I have received no communication from Roundpoint so I am hoping the CFPB can help me get this resolved. 

I have paid my homeowners insurance out of my own pocket and am waiting for Roundpoint to do their part so I can be properly refunded by my insurance company.

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