Consumer complaint received 2017-08-25
Company: RoundPoint Mortgage Servicing LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Notes for RoundPoint Mortgage ( XX/XX/XXXX tax payment {$2800.00} ) 1. In Fall XX/XX/XXXX, our mortgage was sold to RoundPoint and our monthly payment was set at {$920.00} 2. In XX/XX/XXXX, we received our monthly bill from RoundPoint. It had increased from {$920.00} to {$1100.00}. We looked over the bill and realized our escrow was short, so we had to make larger payments to make up the difference. 
3. We have since made four payments at the value of {$1100.00} ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) 4. I called RP on XX/XX/XXXX to discuss when our payment would eventually return to the original {$920.00} amount. The customer service rep. explained about our escrow shortage and informed me that an escrow analysis on our loan had been performed in XX/XX/XXXX. The rep also explained that documentation was sent to us notifying us of the shortage and increased monthly payment. We did not receive any such notification, so I requested the customer service rep. to email me the documentation. 
5. During this same XX/XX/XXXX phone call, the RP customer service rep informed me that beginning in XX/XX/XXXX, our monthly payment would increase again due to several shortages. He mentioned taxes being a possible issue as well as an issue with our PMI rate/payments. 
6. I called the XXXX XXXX Tax office on XX/XX/XXXX and was reassured that our property tax was fixed at 4 %. I was also informed that an approx. {$1800.00} check that was mailed to us in XX/XX/XXXX was supposed to go our mortgage company to cover the escrow shortage. We were not informed of this, so we deposited the check into our savings account. 
7. I called RP back again on Friday, XX/XX/XXXX to inquire about the {$2000.00} payment increase. Again, the term PMI was mentioned and I requested three documents. Our original mortgage agreement, and the two escrow analyses performed by RP. All three documents were emailed to me ( note : these documents have been uploaded with this complaint with file name XXXX ). Upon inspection, I noticed that the original escrow analysis and notice informing us of the $ XXXX-XXXX increase was sent to an old address. We bought our home in XX/XX/XXXX,  and the first escrow analysis/notice was mailed in XX/XX/XXXX to an old address. Hence why we never received the first increase notice. Even though we have lived in our new address for 5 months ( the address to which the mortgage is attached ) 8. After looking over all three documents, I consulted with a close friend who has a strong financial background. Together we realized that for whatever reason, my monthly PMI payments had been deducted but not paid out to RP. Meaning : since the purchase of my house in XX/XX/XXXX, I was paying {$86.00} a month for PMI, but that money was not being sent to RP. RP then deducted 9 years worth of PMI payments as opposed to 9 months. This clerical error, paired with the escrow shortage, caused a significant increase in my monthly mortgage payment. 
9. I called RP again on Friday, XX/XX/XXXX and spoke with XXXX. I informed XXXX that we understood the escrow shortage but did not understand the $ XXXX-XXXX payment increase. I also informed him of the 9 year PMI deduction mistake. XXXX assured me that I was correct and that a mistake had, in fact, been made. He also informed me that a new escrow analysis would be conducted once the PMI mistake is corrected. From there, we could fix our escrow shortage. XXXX told me that I would be hearing from RP on XX/XX/XXXX, but we have yet to receive a phone call. 
10. I called RoundPoint on XX/XX/XXXX to follow up. The customer service representative assured me that the process was still ongoing and RP was waiting for the PMI reimbursement. Once that occurs, the reimbursement will be added back into my escrow account and a new escrow analysis would be issued. I asked to speak with a supervisor at this point, but was told they were all in meetings. Again, the customer service rep. assured me that this could be fixed prior to my XX/XX/XXXX payment due date. 
11. Called RoundPoint on XX/XX/XXXX and was informed that a reimbursement check was mailed, but had not arrived. I was assured that a representative would call once the issue was resolved. No phone call occurred. 
12. Called RoundPoint on XX/XX/XXXX and spoke to a customer service rep. named XXXX. XXXX could not tell me the location of the check nor why any progress had not been made. After being put on hold for 45 minutes, I asked to speak with a supervisor again. I was told that all supervisors were in meeting, but XXXX stated he would have one call me back. No call-back has occurred. XXXX also told me that I could request a customer advocate to take over my case if I wanted. This was the first time I have heard of such an option. I told XXXX to do that, and again, was told that a customer advocate would be in touch in a day. 
13. XX/XX/XXXX I have yet to receive a phone call from either a supervisor at RoundPoint or a customer advocate. My XX/XX/XXXX payment is due on the XX/XX/XXXX,  and at this moment, the issue is not resolved and I will be charges {$2000.00} for a mistake made by RoundPoint.

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