Consumer complaint received 2023-09-08
Company: RoundPoint Mortgage Servicing LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
We have an open insurance claim, date of loss of XX/XX/XXXX. We have submitted our insurance check ( s ) and claims paperwork to RoundPoint in a timely manner. We have self-financed the bulk of the repairs, and have completed the majority of the repairs already and RoundPoint has made the release of funds process near impossible while failing to process any of our items in a timely manner. They have been misleading from the start, and resorted to actual lies on timelines that have still not been completed. 

On XX/XX/XXXX our initial claim check and packet was received at their post office at approximately XXXX EDT. I called and spoke with XXXX on XX/XX/XXXX at XXXX EDT and that call lasted XXXX minutes. At that point, my packet hadn't been marked as received or scanned in, and he was unable to give much information. I requested a call back from a manager as XXXX refused to allow me to speak with anyone else and claimed no managers were available. He kept stating that they were busy with all their other customers and that they were a large business with lots of customers so the timelines took what they took. He then advised there are only XXXX processors for all their very many customers. I requested a call back from a manager since none were available, and he advised I would receive a call back in XXXX hours - I never received a call from a manager. 

On XX/XX/XXXX I called RoundPoint again at XXXX EDT and spoke with XXXX XXXX She confirmed my check and packet had been received. I requested an inspection per their requirements be ordered and asked a timeline on receiving our initial disbursement. She advised that she would request the inspection, and I would receive a call " to schedule the inspection '' within 3 days. She advised that the deposit would take 5 days and then the initial disbursement would be released. 

On XXXX, which would have been the XXXX business day from XX/XX/XXXX I received a call from a XXXX party company XXXX XXXX at XXXX EDT, they advised they were calling on RoundPoint 's behalf to inquire when a good time to call to schedule the inspection would be. At that time I advised any time would be good, we'd been waiting for the call. XXXX advised that I would hear from the inspection company within XXXX hours. 

On XXXX, I received an automated call from the owner of my mortgage ( RoundPoint simply services it ) requesting a call back. I called back at XXXX EDT and spoke again with XXXX XXXX She advised that my insurance check was deposited on XXXX however was still showing as " pending deposit '' therefore they would still not be releasing the initial insurance disbursement. Could not, or would not explain why a check deposited on XXXX wasn't available for use 3 days later. No timeline on when it would be available and funds would be released for claim. Advised that the inspector " should '' call today since was 2 days after the initial call. Advised at that point, that once an inspection was completed, inspector has XXXX business hours to submit their report, and RoundPoint would then take an additional XXXX business hours to review the report and decide on issuing out further funds. 

On XXXX XXXX EDT I called RoundPoint back, since at this point I had still not heard from the inspection company. Spoke again with XXXX. She advised she would escalate the request with the inspection company and they should call within XXXX hours. I asked about the discrepancy between her statement on XX/XX/XXXX that I would receive a call within 3 days to " schedule '' the inspection. She claimed that since I received the call from XXXX on XXXX that it was satisfied. I advised that RoundPoint is misleading and lying to customers- XXXX was never intending to schedule the inspection that day- they were only calling to ask a good time for the inspection company to call. XXXX took offense to me claiming RoundPoint lies to it's customer 's since I did receive a call. RoundPoint told me I would be called within 3 days to schedule the appointment, and here we are XXXX business days later with still no inspection scheduled. XXXX stated we were arguing over semantics and " tomato/tamahto '' I asked again to speak with a manager - yet again one was not available so I again requested a call back from a manager - TBD if that will happen. 

We have self financed the bulk of our home repairs, however RoundPoint has yet to issue any of our insurance funds out, and at every turn is deceptive about their processes and appears to want to make the process of releasing our insurance funds as lengthy and burdensome as possible. They are misleading to their customers, and flat our lie. 

Our mortgage is current, and has always been current. Our house payment is drafted every month without fail and we've done everything asked of us. All I want is the money that my insurance company paid for our claim so that we can recoup our out of pocket expenses and finish our home repairs. We have no kitchen - our home is not livable without a kitchen and has been for 33 days now with no end in sight.

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