Consumer complaint received 2015-10-28
Company: RoundPoint Mortgage Servicing LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My original Complainf File Number is Case number : XXXX. 
I am now complaining regarding the same issue and again roundpoint giving me incorrect information again. This is the email I have sent them nDear Roundpoint, I am once again writing to you to get my mortgage insurance removed again. I rang yesterday again at XXXX to get my mortgage insurance removed and once again I was told by the operator that my MI could not be removed because my loan had not been seasoned for 5 years, and if it was between 2- 5 years it had to be at 75 % LTV. This message was also passed by XXXX XXXX the supervisor. 



I told the operator that this was non-sense as XXXX XXXX XXXX ( Consumer Omburdsman for Roundpoint ), I am attaching her response above had written to tell me that as long as loan to value was less than 8o % MI could come off ( under section XXXX ). I had infact made a payment to roundpoint on XXXX XXXX to get my outstanding down, so it would be under 80 %. 





Here is the receipt. 

A charge to your credit/debit card has been scheduled! 

You have authorized RoundPoint to CHARGE a XXXX Credit/Debit card Payment. 
Please review the information below and retain this email for your records. 

Processing Date : XX/XX/2015Effective Date : XX/XX/2015Card Name : XXXX Account : XXXXPayment Amount : $ XXXXPayment Tracking Number XXXXPayment Authorized On XX/XX/2015 XXXX XXXXPayment Authorized By : XXXXAuthorization Method XXXX Agent Authorization ( Agent ) Reference InformationLoan Number : XXXXDescription : This authorization is to remain in full force and effect for this transaction onlyand for the amount listed above. 

Please address questions or concerns by calling RoundPoint directly at XXXXduring normal business hours. 




You information department did not have the letter sent to me XXXX. How can a department function without them having the right information. They once again told me that my MI could not come off. I had to email the supervisor a letter that has original been sent to me by rounpoint. I also made it clear that a new MI removal form was also posted to Roundpoint on Friday XXXX XXXX to get MI off under Section XXXX. 



My problem still remains thata ) your agents do not their jobs. The lady on the phone told me that she was not aware that MI could come under section 3. 99 % of the people remove it due to Section XXXX and XXXX, so again was giving me incorrect informationb ) Your supervisors also do not know when MI can come off and do not want to communicate this to your customersc ) Roundpoint send me a letter to tell me how my MI can come off but does not give the send letter to its staff- how are they supposed to do their jobs. 



Like my first complaint again I have the incorrect information given and passed to me. If I was given the correct information when I rang months off ago I would have done the necessary and got my MI off using section XXXX rather than Section XXXX. The only reason I went for Section XXXX was due to direct advice from your team- a fact that you have already agreed to and is in the recorded conversationsIm am now asking for a refund of MI I have paid which was unnecessary over the last 3 months as I could have got my loan to value below 80 % a long time ago, had I had the right information. It was again disappointing again to be given the wrong information again yesterday. How many of your customers are still paying MI when they do not need to, because your staff do not know the correct information. 
I am again resending removal of my MI with regards to XXXX XXXX principal balance reduction. My LTV is below 80 % no payments have been missed or delayed. I am also including the letter, I received XXXX. PLEASE ACTION THIS IMMEDIATELYI will also be forwarding my complaint again to the relevant authorities.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation