Consumer complaint received 2016-08-20
Company: RoundPoint Mortgage Servicing LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX my wife and I closed on a VA home mortgage. When we closed we were informed by the closing attorney that our property taxes are being establish based on a normal tax year. Our initial escrow payment, paid at closing, was {$1000.00} for home owners insurance and {$2500.00} for one year of property taxes. Our home was a new construction loan, so at the time the taxes were accessed the lot was vacant. We were informed this was a possibility by our closing attorney. The XXXX property tax bill was {$610.00} and is due XXXX/XXXX/XXXX. Our home owners insurance was paid in full for one year on XXXX/XXXX/XXXX, which left the {$2500.00} for XXXX property taxes. When I received the property tax bill I called the loan originator and was informed that the loan was sold to Round Point Mortgage Servicing Corporation and would be effective XXXX/XXXX/XXXX. I called to speak with them and was informed that they could not perform any action until after they have officially assumed the loan, however, the XXXX/XXXX/XXXX payment would still be due to them on that date. On XXXX/XXXX/XXXX I made my XXXX mortgage payment which was processed on XXXX/XXXX/XXXX and increased our escrow balance to {$2800.00}. On XXXX/XXXX/XXXX I called and asked how to handle this, and was informed by RPMS that they would complete an escrow analysis on the account and issue a refund check in the estimated amount of {$2100.00}. I also informed them that I received a {$610.00} property tax bill for XXXX and they confirmed that they had received the same amount. I was also informed that they planed to pay the tax bill in XXXX, which is 3 months past the due date. I was told the escrow analysis would be performed on XXXX/XXXX/XXXX and to call back at the end of the week to see if it was run earlier. On XXXX/XXXX/XXXX I called RPMS to receive the results of the escrow analysis that was scheduled to run on the XXXX. I was then informed that it was not going to be run until later that day and to check back in later. Later in the day on XXXX/XXXX/XXXX I called to see if the analysis was complete. I was then informed that on XXXX/XXXX/XXXX the escrow department decided that they would not preform an escrow analysis on the account because I owed {$2500.00} in property taxes. After informing them that I was told a different story earlier in the day I was transferred to a supervisor. The supervisor then informed my that their records were accurate and dispute them I would have to request a tax audit on the account and then an escrow analysis could be run in XXXX on XXXX. I decided to call the closing attorney and see what I should do. He told me he would write a letter stating why the escrow account was established the way it was and should be enough documentation to push RPMS to run the escrow analysis. On XXXX/XXXX/XXXX I called RPMS back and informed them that I had reported their activity the VA Loan Center in XXXX and the closing attorney, as well as the actions taken by the attorney. I was then placed on hold for roughly 25 minutes and was transferred to a supervisor. He then told me that the escrow analysis was not necessary, however, because I was so adamant he would speak to the escrow department. I was placed on hold again for roughly 20 minutes. When the supervisor came back on the line I was told the escrow analysis was complete and a refund check would be issued in the amount of {$900.00}. I asked why the amount was so low I was told it was because my annual taxes are {$2500.00}. I informed him that that amount was not acceptable and wished to speak with someone in the escrow department and was told I could not. I then informed him that the XXXX taxes are only {$610.00} and the insurance premium was already paid in full. I was then told there was nothing more he or RPMS could do. On XXXX/XXXX/XXXX I received a letter in the mail with a refund check in the amount of {$900.00}.

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