Consumer complaint received 2019-05-15
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Round Point Mortgage Servicing Corporation Attention : Consumer Ombudsman XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XX/XX/2019  Dear Madam/Sir : Thank you in advance for protecting my interests as a customer as well as for an expeditious resolution duly in my favor. 

BACKGROUND Closing Date : XX/XX/2019 -- -Sell of Property Property : XXXX XXXX XXXX ; XXXX , Texas XXXX ; Account # XXXX Chronology : 1. Pursuant to advice from the title company ( XXXX XXXX XXXX XXXX  ), I waited at least twenty ( 20 ) workdays before contacting Round Point ( XXXX ) to inquire about my Escrow Refund. 
2. On or about XX/XX/XXXX, I spoke to your Escrow Representative ( a lady who identified herself as XXXX ). I was informed that the Escrow Refund check ( # XXXX ) was mailed to me on XX/XX/XXXX. I had not, and still have not, received it. I asked XXXX to verify the address to which the check was mailed. The sequence of numbers she quoted was INCORRECT, notwithstanding the fact that for the previous three ( 3 ) years all correspondence ( including a Customer Account Activity Statement dated XX/XX/XXXX verifying issuance of the XX/XX/XXXX check ) to me from Round Point has been sent to the CORRECT address, to wit : XXXX XXXX XXXX, XXXX XXXX XXXX, Texas XXXX. 
3. As a reasonable person, I am cognizant of the fact that humans make errors. However, the lady ( XXXX ) had a very hard time arranging five ( 5 ) numbers in correct sequence. Finally : ( a ) she was able to comply with my request to quote the numbers to me in correct sequence, ( b ) informed me that she had made corrections and entered into the Round Point system the five numbers in correct sequence, ( c ) advised me of the option to Stop Payment of the XX/XX/XXXX check and ( d ) alerted me to a fact that the Stop Payment process requires a wait period of five ( 5 ) workdays for check to clear plus another seven ( 7 ) workdays for the reissued check to reach me via regular mail. 
4. XXXX XXXX XXXX is a small municipality where the regular Postman knows many of us. Consequently, my wife and I have on occasion received in our mailbox inaccurately-addressed mail solely on the basis of our names thereon as addressees. For that reason with hope that the XX/XX/XXXX Escrow Refund check would be delivered, I informed XXXX that I would wait a couple of days before notifying Round Point to Stop Payment on the XX/XX/XXXX Escrow Refund check ( # XXXX ). 
5. The wait served no good purpose. Consequently, on or about XX/XX/XXXX, I called Round Point and informed your Escrow Representative ( a lady who identified herself as XXXX ) to initiate the Stop Payment process. 
6. On or about XX/XX/XXXX, a conversation with your Escrow Representative ( a lady who identified herself as XXXX ) provided assurance that aforementioned Stop Payment progress had been initiated and was ongoing. 

7. Subsequently on or about XX/XX/XXXX, I spoke to your Escrow Representative ( a lady who identified herself as XXXX ) to follow up on the status of the reissued check. After copious dialog and research on her part, she informed me that ( a ) there is no record of Stop Payment on the original check ( XX/XX/XXXX ; # XXXX ), ( b ) I had no option but to again request a Stop Payment, ( c ) upon my request ( which indeed I conveyed to her ), she would comply and again initiate the Stop Payment and ( d ) I would receive the reissued Escrow Refund check by XX/XX/XXXX. 

Today is XX/XX/XXXX and I have not received the reissued Escrow Refund check. 

It is simply not right for any person to be treated so inconsiderately and unmindfully, let alone a budget-minded XXXX ( XXXX ) year old customer like me with an impeccable mortgage-payment record with Round Point. 

If I allow skepticism to prevail, the foregoing sequence of events would smack of chicanery and scamming. I have resisted the temptation to develop such a dubious attitude toward Round Point. However, this wrong cries to be made right. 

I do have a preference for the manner in which this disputation can be resolved to my satisfaction, to wit : Because our XXXX XXXX and XXXX XXXX dollars ( {$930.00} ) have been held in abeyance or otherwise utilized for over seventy ( 70 ) days, I unflinchingly believe that compensation should be added to the sum to help offset the interest it would have earned in our savings account. 

Again, I hereby convey my gracias and ask you to please respond affirmatively as soon as possible. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Cc Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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