Consumer complaint received 2018-06-01
Company: RoundPoint Mortgage Servicing LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I discovered that Roundpoint Mortgae had not paid my home owners insurance premium with XXXX. I was told by the customer service agent that they had not received an invoice from XXXX. I called XXXX who has records of sending multiple requests to pay the insurance premium of {$490.00}. We conference called Roundpoint to resolve. Roundpoint representative stated that Roundpoint does not handle escrow accounts and escrow account payments for insurance. They stated a third party insurance company called XXXX XXXX handles this on Roundpoints behalf. XXXX XXXX was conferenced into the call. They claimed they had no record of Insurance being in my escrow. Although they claimed they saw a payment of premiums from XX/XX/XXXX. Roundpoint used my escrow funds to pay XXXX in XX/XX/XXXX. 


Roundpoint then claimed that they didnt have the loan in XX/XX/XXXX when the insurance was paid and stated a mortgage company that I had never heard of serviced it and that an insurance company that I had never heard of was who they paid a premium to. XXXX has provided home owners insurance since my loan began with XXXX XXXX in XX/XX/XXXX. Roundpoint made the payment in XX/XX/XXXX. All of their information was incorrect. 

I was told that I had to submit in writing that I wanted a hazard policy in the escrow ( it already was ). Roundpoint classified my homeowners insurance as wind and earthquake and XXXX XXXX claims this is why they refused to pay the premium. It had to be classified differently. I submitted the email ( to a generic customer service email ) with a request for expedited service as my hone owners insurance was 1 month past due. 

XX/XX/XXXX I called XXXX and the premium still had not been paid, I paid {$100.00} out of my own pocket to ensure that I had home owners insurance for my home. I called XXXX XXXX who this time stated that I did not even have an escrow account. They have no record of any money being escrowed for anything. I have {$1400.00} in my escrow account as of XX/XX/XXXX. We conferenced in the Roundpoint agent. They now claim they are processing a addition to escrow. 

I requested something in writing to submit to my insurance company so that they dont cancel my policy. Roundpoint and XXXX XXXX stated they refused to give me documentation. They stated that they record the phone calls and that that is all I need. But then refused to send me a transcript of the call. The Roundpoint agent told me to use the online chat feature and take screen captures if I want any documentation from them. 

I feel as if this is fraud. I believe that Roundpoint and XXXX XXXX XXXX are working together to scam consumers into using a XXXX XXXX policy. If they dont pay the premium wrh XXXX it will be cancelled. Then Roundpoint and XXXX XXXX can force me into a XXXX XXXX policy as my mortgage requires me to have home owners insurance. This is clearly a scam. I have never heard of a company that cant provide documentation and validation of what they say. THey refused to mail or email a simple statement saying we are working on the issue and expect to make a payment from the escrow account to XXXX for the insurance premium by x date. They stated that I did not need documentation for myself or for XXXX because their word is all I need. The XXXX XXXX agent even made the comment that they would provide coverage comparable to what I was getting to XXXX is that policy lapses. The policy is a month past due BECAUSE OF XXXX XXXX AND ROUNDPOINT. 

This can not be legal. This has to violate the Law. I have never missed a payment. I have always been on top of my account. The fact that Roundpoint has incorrect information and always changes their story really has me concerned.

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