Consumer complaint received 2019-03-16
Company: RoundPoint Mortgage Servicing LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The servicing on XXXX XXXX XXXX , XXXX XXXX, TX XXXX transferred to Roundpoint Mortgage on XX/XX/XXXX. Before the transfer, the previous servicer, XXXX XXXX, paid the property taxes on XX/XX/XXXX. The escrow balance transferred with a balance of - {$510.00}. The negative balance was due to the final payment of the year going to Roundpoint instead of XXXX. With the XX/XX/XXXX payment going to Roundpoint on XX/XX/XXXX, my escrow payment of {$570.00} brought my balance to {$61.00}. On XX/XX/XXXX, Roundpoint recorded a transaction for Escrow advance recovery in the amount of {$510.00}. On XX/XX/XXXX Roundpoint recorded a transaction for County Tax disbursement in the amount of {$5300.00} even though the taxes were paid over 3 weeks prior to this date by the previous servicer. This brought my escrow balance to - {$5200.00}. Also, on XX/XX/XXXX, Roundpoint recorded another transaction for Escrow advance recovery in the amount of {$5200.00}. I immediately contacted the county about the overpayment and requested an expedited refund due to my property being under contract to close on or before XX/XX/XXXX. The county tax assessor responded saying the refund would be processed as timely as possible and estimated the disbursement to be on XX/XX/XXXX, 30 days after the payment from XXXX, Roundpoints 3rd party tax division. Per the email from the county tax assessor, the check to XXXX was disbursed on XX/XX/XXXX. On XX/XX/XXXX, the payment for XX/XX/XXXX posted to the account. This would be the last payment made on the property, as it would be sold on XX/XX/XXXX. The funds for the payoff would be wired from the title company before close of business. At closing, the payoff amount to Roundpoint should have been {$120000.00}, but it was {$130000.00} since Roundpoint didnt do their due diligence when the service transferred. I contacted Roundpoint the following Monday, XX/XX/XXXX, after closing about when I would be receiving the money they robbed me of on closing. Roundpoint said it would be 30 days. On XX/XX/XXXX, I checked the mailbox for the refund check and found a check in the amount of {$79.00}. I called Roundpoint on this day about the {$79.00} and said this amount was seriously short of the amount required. Roundpoints response was that this was the over estimation of the payoff and that the check for {$5300.00} had been cut as well and should be there in the next couple of days. On XX/XX/XXXX, I checked the mailbox for the refund check. It wasnt there, so I called Roundpoint and asked where it was. Roundpoint stated that they could not process the refund until the funds were back in the escrow account. Per the countys email showing the check disbursement on XX/XX/XXXX, the check would have been received no later than XX/XX/XXXX. Based on this, Roundpoint had the money on XX/XX/XXXX and lied about it. I called them again on XX/XX/XXXX asking where the check in the amount of {$5300.00} was. Roundpoints response was that the funds had just been deposited and that the check would be cut no later than XX/XX/XXXX and sent overnight. On XX/XX/XXXX, I called Roundpoint to check status on the check and was given a check number and told the would be overnighted. I checked the mailbox on XX/XX/XXXX, no check. Again, I checked the mailbox on XX/XX/XXXX, no check. I was furious but decided to wait until XX/XX/XXXX, today, surely it would be here by now. As of today, the check still hasnt arrived. I called Roundpoint and asked where my money was. Roundpoints response was that they didnt know why I was told on XX/XX/XXXX that the check would be sent out that night since the funds were just deposited back in the account yesterday XX/XX/XXXX. Roundpoint has assured me that the check will be sent out overnight but that since it was after XXXX XXXX that it would have to wait until Monday XX/XX/XXXX to go out. 
Every time I call this company, I get the run-around. Funds have been dispersed, checks been cut, going out in the mail tonight or checks been mailed out, you should have it a couple days.

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