Consumer complaint received 2017-01-10
Company: RoundPoint Mortgage Servicing LLC
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Here is a letter I have sent to the office of the president of Roundpoint as a response to again another issue with our mortgage. 
Hello XXXX, I would like to additionally illuminate how ungodly this entire transfer of servicing to your company has been. I have ZERO faith in your company having the ability to properly service our loan. You have demonstrated nothing to prove your capabilities to do so since the moment you have been given the opportunity. Blunder after blunder, insurance department, flood escrow DEPT and servicing NEVER properly communicating with each other via a system to make it a seamless transaction for us the consumer. The never ending letters from the escrow department telling us we were in default for flood coverage, then the lettters about escrow amounts being too high too low and changes to monthly payments ... all this still happening as of TODAY 8 months after you became our servicer. The COUNTLESS HOURS WE HAVE SPENT ON THE PHONE WAITING ON HOLD only to speak to the countless twits who know nothing or little or ca n't help us because they ca n't see what the other system has confirmed and the different departments dont speak to the other ... meanwhile us, the CUSTOMER IS LEFT WITH NO satisfaction week after week month after month because of poor actions by YOUR company .... wrong escrows calculated time and time again. Poor processs and procedures for your company ... .possibly poor management as well .... it took emails to the CFPB for us to get ANYONE to look into this for us at ROUNDPOINT with any seriousness! AND even though the OFFICE OF THE PRESIDENT is involved it is STILL NOT BEING HANDLED CORECTLY! As XXXX XXXX and myself received a letter Saturday from Roundpoint telling us our Flood insurance coverage policy for 2017 was inadequate and only having XXXX of coverage where as the requirement was XXXX ... well thanks for the newsflash! .... BUT YOUR PEOPLE were READING IT WRONG ... .. it was for full Amount of XXXX coverage as required by The guidelines. SO AGAIN ANOTHER BLUNDER BY ROUNDPOINT .... XXXX XXXX sent you the policy and so did the insurance agent ... .. Again today ... XXXX XXXX the time, energy and most of all ... XXXX having XXXX do YOUR companies job and make sure things are being handled properly, we should be paid for it. The apologies and wrongdoing over and over again which Roundpoint admitted to is frankly embarrassing. I truly believe we deserve to be compensated for this incredibly horrible torture we are still enduring. I want to be compensated. Figure it out, I know you can do it, it is only fair. I have been in the mortgage industry for 25 years and have seen it all, but this is so continuous and never ending even at this high level. We are doing your job from Day XXXX .... when the loan was transferred to you, YOUR company should have recieved the ENTIRE PKG from the old lender and and IF the Flood or other REQUIREMENTS WERE MISSING YOUR COMPANY SHOUKD HAVE REQUESTED THEM FROM THE PREVIOUS COMPANY AS THEY WOUKD HAVE NEVER CLOSED WITHOUT HAVING THEM IN THE FIRST PLACE ... .. Again This was the first of your mistakes that we are still enduring. 

Sincerely XXXX XXXX. ( I 'm in the system as an approved person to deal with on this, assuming that paperwork was processed and saved correctly )

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