Consumer complaint received 2017-04-25
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We purchased a house in   XXXX   XXXX  . Our mortgage was sold to  Roundpoint Mortgage Company  as of   XXXX   XXXX   XXXX  . We had an escrow account created for payment of our property taxes and home insurance. We paid into our escrow account from the first day of the closing of our new home. We received property tax installment vouchers and notice in   XXXX   XXXX   that our    XXXX   XXXX    property tax was never paid. We were then assessed a tax penalty of {$610.00}. I wrote  Roundpoint an  email on    XXXX   XXXX    and explained the situation and sent the email. I also called them on that date as well. They said it would be paid by   XXXX   XXXX   XXXX  . We checked with the city and it was not paid. We then kept calling from   XXXX   XXXX   XXXX   until    XXXX   XXXX   XXXX    because our  XXXX  payment was due on    XXXX   XXXX   XXXX   . We were assured each time we called that the penalty would be paid. Then on    XXXX   XXXX   ,  Rounpoint finally pai d the property tax payment BUT NOT THE tax penalty payment. SO on    XXXX   XXXX   XXXX    we were again short {$610.00} AND going to be assessed another {$620.00}. We frantically called  Rounpoint  on   XXXX   XXXX   and   XXXX   XXXX   and no payment was made. We therefore paid the penalty ourselves so that we would n't be assessed another penalty.     The most frustrating thing with this whole ordeal is the lack of customer service we received. We must have called  Roundpoint over a  dozen times the month of  XXXX  and each time we had to retell and re-educate them about what the situation was.  Roundpoint had no idea what was going on with our escrow account and our property tax payments. I found out all the information from the city and reported it to Roundpoint. We asked if we can speak with the tax department and they said we could n ot because they were not consumer facing. The customer reps did n't know anything and each time we called we had to re-tell the entire saga and wait for them to read through all of the notes in our account only to be told that " yes '' we will pay the penalty because it is our fault. But it was NEVER paid. There was no one that took responsibility for what was happening an no one could they tell us when payment would be made. We asked if we can get the customer service person phone number and they said they did n't h ave one to giv e out. Then I was able to elevate the issue on   XXXX   XXXX   XXXX   and was able to speak to a supervisor who gave me her number EXCEPT every time I called and left a message, she did n't call me back either. No one could tell us the status of our issue. All we wanted to know was if the {$610.00} tax penalty was going to be paid by  Roundpoint an d it turned out that it was n't AND that we were about to be assessed a second penalty.     On    XXXX   XXXX   XXXX   , we finally received a letter from  XXXX   XXXX ,  Assistant VP.  The letter stated that " Per the enclosed notification of servicing transfer, your loan was service transferred to  Roundpoint  effective   XXXX  . At the time of the transfer, we were not provided with the legal description of your property. Therefore, we were unaware the property taxes for your account were due in   XXXX   XXXX  . '' They did not address the outstanding tax penalty of {$610.00} but basically ended it with that it was n't their fault but the fault of the company that sold them the mortgage. How is it possible that a mortgage to a real property that was transferred 3 months prior to when property taxes were due did n't include enough information for this company to find out when the property taxes were due? Our mortgage was transferred with a significant amount int the escrow account for payment of property taxes and it ultimately was n't paid by  Roundpoint w ho are legally responsible for that payment as the providers of escrow account payment services. They missed the payment and are now refusing to be accountable for their mistake. Not only did this company not pay our property taxes BUT they also did not pay our home insurance for  XXXX . Our insurance agent called us in   XXXX   XXXX   as well to notify us that they have n't received a payment, which we also paid ourselves. I am writing to get the tax payment penalty credited to our escrow account because it was NOT our responsibility to notify the this company about our property taxes that were due. It is their responsibility as an escrow services provider to ask for that information when they purchase a mortgage THAT HAD AN ESCROW ACCOUNT . One woul d assume if there is an escrow account that was transferred with a mortgage that maybe there should be payments made from it?     We have also tried to close our escrow account, but was told that we could not do so because we have to wait a year from the date we first became their customer and that our mortgage must allow for the waiver and that a committee has to review this request. Well, has n't been a year and its been a disaster. We are now being hel d hostage t o this company for services that they have n't performed AND which we have paid ourselves out of pocket. Please help us in this matter. We have tried everything.     As of last week, when I received the letter, I was finally contacted by a Customer Service rep that stated that she has been assigned to our issue. She was again not aware of what the issue was and I had to tell her the entire story again and that we paid the outstanding amount OR ELSE another tax penalty would have been assessed. We had told the general customer service line this information on   XXXX   but yet again, had to re-state it. She wanted proof that we made the payment and I sent it via on   XXXX   XXXX   XXXX  . I have not received a response and have not checked back since we also received the letter stating that they are not responsible for missing our property tax payment on an account they had for OVER 3 months prior to when the property tax was due. We 'd greatly appreciate anything you can help us with in this matter.

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