Consumer complaint received 2018-02-01
Company: RoundPoint Mortgage Servicing LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We purchased our home in XX/XX/XXXX. 
We have not missed one payment and pay early each month. 

InXX/XX/XXXX, RoundPoint mortgage send us a refund check of about {$2500.00} from our escrow and told us our monthly would go down about {$120.00}. 
A few weeks later, after we used that $ for other obligations/debts we had, we received a tax bill of about {$4900.00} We promptly contacted Roundpoint to ask them why we were getting the bill and to ensure they would be paying it. They assured us they would and asked us to send them the bill, which we promptly did. The bill which was due in XXXX, still was not paid in XXXX. We called. They told us they would be paying in XXXX, and could do that without incurring penalties. 
At this time of the call, in XXXX, we also asked clarification and concerns regarding whether or not our monthly would be enough since the tax bill was 50 % more than what they had estimated all year, despite the house being appraised in the spring of XXXX. While our property went up in value, their estimation of the tax bill was still way off based on the sale price of the house. We never had issues with mortgage companies before and didnt think of doing more research and assumed they knew what they were doing. 

Comes XX/XX/XXXX. We are about to file our taxes and realizes RoundPoint still has not paid our property taxes. We promptly called and complained and ask them to do that. 
But we are now unable to claim property taxes payment on our XXXX Tax return, which leaves us short of {$1100.00} on our annual tax refund. Which is money lost.. 

They supposedly have paid the taxes this week, precisely on Tuesday XX/XX/XXXX according to them. But as of today, Thursday XXXX, while the amount is not longer in our escrow, the XXXX county tax website still shows us as unpaid and have not received payment, which means another penalty will be incurred today. 

Furthermore, we expressed our concerns again about the XXXX still showing an estimate tax bill of 50 % of what our XXXX ended up being ( information they now have had for a long time ). they said an analysis would be done in 2-3 months to which we said absolutely not we want this done now. 

We havent received the official results of the analysis yet. But from the phone call we received it now sounds we will owe an additional {$420.00} in monthly payment, which is a huge amount on a mortgage like ours We find it unacceptable that just a few months ago they refunded us {$2500.00} and decreased our monthly despite us expressing concerns and now want {$420.00} a month to allow a 2 month cushion and to ensure they will be enough for insurances and taxes.

We also show only one month of premium pay to our PMI in XXXX - where is the rest? we need clarification on this. 

We didnt choose RoundPoint our mortgage got sold to them and obviously they do not know what they are doing. Reviews online are horrible! While we got some phone calls from them, we have also emailed them and sent messages through the message center and have received zero formal written communication from them. We have traces of all our communication and effort.

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