Consumer complaint received 2016-08-02
Company: RoundPoint Mortgage Servicing LLC
State: MT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX Montana got hit by a hailstorm in XXXX 2016, my insurance company ( the XXXX ) sent their adjuster out, on XXXX XXXX I received checks number XXXX in the amount of {$530.00} and number XXXX in the amount of XXXX, total XXXX at that time, XXXX XXXX 2016 the total owed to Roundpoint Mortgage was {$9200.00}. The checks were made to myself and Roundpoint Mortgage thus needing Roundpoint to endorse the checks so I could proceed with repairs to my home. 
Roundpoint stated they needed me to get contractors estimates and send them in with the checks for endorsement. In a phone conversation with Roundpoint I explained that this was the XXXX hailstorm in XXXX Montana in the last 4 years and that contractors or so busy that they are not writing estimates without charging for their time. Given the low balance owed that I felt that the XXXX adjustors itemized list should be sufficient. I based this on the fact the 2 years ago I received hail damage in excess of {$20000.00}, and owed almost {$30000.00} on the loan, Roundpoint at that time accepted the adjustors estimate, endorsed the checks and sent them back. The person said they check with a supervisor and agreed and said to send in the check and the adjustors list. These were mailed on XXXX/XXXX/2016. 
Roundpoint cashed both checks on XXXX XXXX 2016 ( confirmed by the XXXX Insurance on XXXX XXXX 2016 ) and sent a letter stating I would need the estimate/invoice for repairs to issue the funds to me. 
On XXXX XXXX I emailed Roundpoint " lossdraft '' ( confirmed on Monday XXXX XXXX 2016 at XXXX ) authorizing them to use the funds to pay off the mortgage, reconfirming the amount of {$9200.00} and send me the balance of {$5000.00}. 
I was told XXXX that the check would go out by the end of the week. 
On XXXX XXXX 2016 I contacted Roundpoint as no check had arrived, I spoke with a supervisor " XXXX # XXXX '' laid out the entire issue, she told me that the mortgage had not been paid off, that nothing had been done with my email. She researched the matter and found all the notes and communications, and acknowledged they had not followed through and she would make sure everything was done and a check would be issued. 
XXXX XXXX 2016, no check yet, contacted XXXX XXXX # XXXX again, she told me that they were not able to issue a check as they had to wait for the funds to clear, after a lengthy discussion the assured me a check for {$5000.00} would be mailed no later that Friday XXXX XXXX. 
XXXX XXXX, still no check, called XXXX, now they say the mortgage was paid off on XXXX XXXX, but no check can be issued until after XXXX XXXX as they are " waiting for funds to clear ''? Really? 
At this time Round point has noit followed through with anything they said they would do in a timely fashion and have been sitting on my funds for 6 weeks holding up my being able to proceed with repairs to my home. 
I am requesting your assistance in collection my funds plus any penalty and interest ( as Roundpoint would charge me if I made a mistake and had n't made a payment or was late ) that I should be entitled to as Roundpoint has not acted in good faith.

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