Consumer complaint received 2015-12-01
Company: RoundPoint Mortgage Servicing LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In summary, Roundpoint Mortgage failed to pay my property insurance from escrow leaving me without homeowner 's insurance and at risk to lose everything I own and failed to collect the appropriate amount to pay my property taxes leaving a deficit in escrow. This is a contractual failure on the part of Roundpoint. 

After these issues were called to their attention repeatedly over several months, Roundpoint subsequently failed to pay attention, failed on their fiduciary obligations, and cost me hours of my time chasing some sense of accountability on their part for MONTHS and created an emotional burden is also a cost to me without any acknowledgement or follow up. The first problem : Not performing an escrow analysis in a timely manner ; meant the account was not being serviced per the terms and conditions of my account and resulted in a shortfall of funds to pay the property tax. The second problem was that I was without insurance protection and could have lost EVERYTHING I OWN. I have been faithfully paying my homeowner 's insurance for DECADES without fail and Roundpoint 's negligence could have put my entire estate in jeopardy. 

My insurance company homeowner 's insurance renewal mailed out on XXXX XXXX, 2015 with a XXXX XXXX, 2015 due date. Payment was not received. A cancellation notice was mailed out XXXX XXXX, 2015. My insurance company called me on that day to notify me of the nonpayment. 

XXXX more subsequent calls were made by my insurance agent between XXXX XXXX and XXXX XXXX, 2015. 

The payment was received on XXXX XXXX, 2015. As a result of the insurance payment being late there were 2 days where I DID NOT HAVE INSURANCE coverage on my home! For THREE MONTHS, my account was ignored and no action or acknowledgement was taken even after XXXX WRITTEN NOTICES and XXXX PHONE CALLS. 

XXXX subsequent phone calls over TWO MORE MONTHS have resulted in continued delinquency and negligence in addressing a systemic problem with Roundpoint Mortgage. 

I called on XXXX/XXXX/15 and spoke with the call center supervisor " XXXX '' with the direct phone number of ( XXXX ) XXXX. Account notes showed an " escalation '' on XXXX but no follow up or contact with me. XXXX promised to address this issue but I never heard back from him. 

I called back again on XXXX/XXXX/15, over a month later and left a voice message for " XXXX ''. he apparently does n't work there anymore so I left a message with " XXXX 's supervisor : " XXXX XXXX '' by calling the insurance department directly at ( XXXX ) XXXX. " XXXX XXXX '' never returned my call. 

I called again on XXXX/XXXX/15. " XXXX '' said " XXXX XXXX XXXX was not at his desk so I left another voice mail. No return call. 

After FIVE MONTHS of no response, no follow up, and no action, I called again on XXXX/XXXX/15. " XXXX '' said " XXXX XXXX '' is no longer with the company. " XXXX '' - another supervisor transferred me to XXXX XXXX. 

I spent almost two hours on the phone with XXXX XXXX and was only able to get him to reiterate what I 've been saying all along. He drafted a Summary of complaint on XXXX/XXXX/15 for the " Correspondence Team '' and emailed it to me. This should have been escalated to management immediately and dealt with instead of continuing to get the run around. Routing the SAME complaint to some " team '' is just pure runaround. Proper company procedures should have been scrutinized. ESPECIALLY since it looks like this company has a TRACK RECORD of non-payment from escrow to insurance companies.

Company response to consumer: Closed with explanation