Consumer complaint received 2019-10-22
Company: RoundPoint Mortgage Servicing LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a conventional mortgage with impounded taxes and insurance that is being serviced by RoundPoint Mortgage, INC. I pay my mortgage in in full and on time every month, often with additional principal applied. 

I'm in the process of trying to refinance this mortgage, and through the process my new lender had a tax certificate search done which show delinquent taxes due for XX/XX/XXXXand XX/XX/XXXX that I was unaware of. 

I received the tax certification document on XX/XX/XXXX and I immediately called RoundPoint through their customer support line at XXXX. The customer service rep recorded all the information I had on the issue, assured me repeatedly that RoundPoint would cover any delinquent taxes and fees, and gave me an email address to send the documentation to. After we got off the phone I immediately sent the documents through to the email address XXXX. I received an automated response back, signed by XXXX XXXX stating that my documents had been received. 

I waited several days to hear back from Round Point. When  I did not hear anything back, I called in again to the customer service line and spoke with a rep about the issue. I was told that an escrow tax specialist, XXXX XXXX, had been assigned to work on the issue and that he was due to have it completed XX/XX/XXXX. I requested to speak to XXXX or to be given a way of communicating with him, and was told that it was impossible for me to reach him. 

I called the customers service line again on XX/XX/XXXX and was informed that the due date for my " task '' had been extended to XX/XX/XXXX and was told by the rep I spoke to, and her manager, that there was nothing more they or I could do. 

I called again on XX/XX/XXXX and spoke to a customer service rep named XXXX. I was told again that the due date for my " task '' had been extended. XXXX told me there was a note on my file indicating that a certified copy of the tax bill was required, and had been ordered from XXXX XXXX XXXX, the delinquent tax collector for our property. XXXX assured me that RoundPoint would cover all delinquent taxes and fees and that someone would be in touch soon with the resolution. 

I called again XX/XX/XXXX and was again informed that my task due date had been extended. I asked the customer service rep to read me the notes on my file, and the last note on there was still the one about requesting the certified copy of the tax bill. I informed the rep that it was now well over a month that I'd been waiting on the resolution to this delinquent tax issue, and that it appeared that no one was working on resolving it. I demanded resolution of the issue and communicated that I would be filing complaints against Round Point for their failure to handle this issue and for their unfair treatment of me as a customer. 

In over a month of seeking resolution for this issue, I've have received ONE phone call from Round Point, and that was only because I demanded the customer service rep call me back on XX/XX/XXXX before close of business to update me on the issue. Beyond that, there have been no attempts to contact me from Round Point at all.

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