Consumer complaint received 2016-12-14
Company: RoundPoint Mortgage Servicing LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
There has been two ongoing issues related to insurance and property taxes. The insurance has been ongoing since XXXX 2016 and the property taxes for about 4 weeks now. In XXXX, I received a letter from Round Point Mortgage requesting documents of hazard insurance of my property. I called RoundPoint and spoke to one of the representatives who gave me instructions to send my HOA documents via email to their insurance department. As requested, I had emailed my documents that same day. Found out in XXXX, Round Point had charged me for Hazard Insurance which made me fall on a " shortage '' on their escrow, increasing my XXXX mortgage more than {$400.00}. I called and followed up with RoundPoint explaining that I had already submitted these documents to provide proof to them. One of the representatives could not locate my files or even my email that I sent. After being placed on hold for more than an hour, they were able to transfer me to the insurance department and was able to locate my email with all the documents to then add on to my profile. I was told to give it about 2 days for them to work on removing the hazard insurance they had charged me, but until today, I am still following up with them and it has yet to be done on their end. As far as property taxes were going for XXXX, there were XXXX taxes total ( XXXX secured, XXXX supplemental taxes ). Of the XXXX, I had paid the XXXX half of the secured tax and XXXX of XXXX of the XXXX supplemental taxes. I requested RoundPoint to pay the rest, although they ended paying all of the supplements, after I explained I had paid for the XXXX half already, I was avoiding having to have a large " shortage. '' The representative explained it would take up to 4 weeks until the county would refund them what they 've paid for. I continued checking the online status of my property via XXXX County website on the property tax payment. They had never posted Round Point 's payment that claimed to have paid on XXXX XXXX, 2016. It only shows the XXXX payments I had made on XXXX XXXX and XXXX XXXX, 2016. I called Round Point again to explain this to them, when one of the representatives explained to me that I should call back on the due date of those property taxes ( XXXX ) and if the county did not receive their payment, to follow up with Round Point again. I called XXXX and spoke with another representative to explain the county had not received their payment and now accumulated late fee for the XXXX half of the tax. The lady informed me to download my billing statement and provide this to my county, which I thought was Round Point 's responsibility to have taken care of this matter. Today, I am left with no resolution to both these issues with what the county looks at unpaid property taxes from my lender and hazard insurance was issued by my lender 2 months after I had provided them proof of documents these were covered through my HOA.

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