Consumer complaint received 2022-03-23
Company: RoundPoint Mortgage Servicing LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I wanted to pay off my mortgage. I moved, and when I did, I wanted to pay off the mortgage on my new home with the proceeds of the one I just sold. My mortgage servicing was with XXXX XXXX XXXX, and was transferred to RoundPoint Mortgage, who I have the complaint about. 

I contacted XXXX XXXX XXXX on XX/XX/XXXX to obtain pay off information. They stated that my servicing was being transferred to RoundPoint Mortgage on XX/XX/XXXX, and if I sent them any payments, they would be returned to me since that was the last day they serviced the loan. Therefore, I contacted RoundPoint Mortgage to obtain payoff information. They informed me that they did not have my loan information, only the loan number, and wouldn't be able to help me until a week later on XX/XX/XXXX. 

The problem with this, is that I have interest accruing at just over {$20.00} per DAY, on an amount of {$310000.00}. I obtained the physical address for payoffs with RoundPoint Mortgage in XXXX Texas. and overnighted the payment of {$310000.00} ( which was about {$1200.00} more than the balance to cover any accrued interest and escrow amounts there could be just in case ). I sent the payment on XX/XX/2022, and it was received on XX/XX/2022 at XXXX and signed for ( I can provide that name if needed ). There was a cover letter with the cashiers check I obtained from my bank in the envelope. It had all pertinent information, including my loan number, phone number, property address ( which is the mailing address ). I asked them to call me if they had any questions. 

On XX/XX/XXXX, I tried to obtain information on my mortgage through my " Dashboard '' on their website. It showed the mortgage was paid off, therefore it would not provide ANY information at all. It was like I didn't exist. So, I called them the next day on the XXXX of XXXX at XXXX am ( I always take good notes ), and since my loan was paid off, their system would NOT let me speak to a person. It would just say " goodbye ''! I had to pretend I was someone else, since when I called it had my phone number recognized in their system, and send me to their automated " goodbye '' system. When I finally got through pretending I was someone else, I spoke with the customer service rep, and was informed that the payment was credited on XX/XX/XXXX, XXXX days later than the day they received it to the address they provided to me, and that means interest adds up to an additional {$120.00}. After speaking to her supervisor, she said I would have to file a complaint to an email address ( XXXX ), give them all my information, including proof that it was received and signed for. She told me that they had 5 days to respond. Once off the phone, I did as requested, and emailed my complaint. 

On day XXXX, XX/XX/2022, since I didn't receive a call or email response, I tried to contact them again, having to go through the same " goodbye '' process. When I finally got a rep on the line, he had to contact his supervisor, who contacted their department that handles this stuff, and was ASSURED that I would be contacted by XXXX pm XXXX. My gut said that was not going to happen, and it didn't. 

Not only am I not getting credit for my payment on the date they actually received it, I have no way to obtain any information on my mortgage to determine the amount of overpayment, escrow balances, or anything else. 

Unbelievable and unacceptable. I know that the transfer of servicing can delay things, but to not correct an error, not doing what they said they would do, and having no way to obtain any information about my mortgage, but after I did everything they requested I do. 

This is wrong in every way.

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 monetary relief