Consumer complaint received 2017-07-11
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC (TX)

My Husband and I refinanced our home in XX/XX/XXXX. At that time our yearly taxes were becoming due ( always paid by previous mortgage company XX/XX/XXXX to XX/XX/XXXX. ). Funds had been built in to our new loan to start a new escrow account, as well as the complete funds to pay the taxes that were now due. The mortgage company that had our new loan paid our XX/XX/XXXX taxes on XX/XX/XXXX in the amount of {$3600.00} to XXXX XXXX, Tax Assessor-Collector ( check written by XXXX XXXX ). Immediately after this payment had been made our new loan was sold to RoundPoint Mortgage Company. Our first payment was due on XX/XX/XXXX in the amount of {$960.00}. At this time my Husband and I went online every month to RoundPoint 's website and made our monthly payment in a timely manner. However, when I went to make the XX/XX/XXXX payment I was shocked to see that our payment had increased by {$310.00}. I immediately called the contact number on their website ( I was routed overseas for every phone call ). and tried to explain there was a problem. I was told there was an escrow shortage because my taxes had been paid in XX/XX/XXXX in the amount of {$3600.00}. I tried explaining on two separate phone calls there was a problem and I needed to talk with someone in the tax department. I was told my concerns were being sent to the correct department by email and that someone would reach out to me. I also was forced to make this large payment. I also went online to the website and sent two emails explaining the problem and asking for a phone call, back from someone in the states to handle this problem, since there was always static and extreme background noise when calling customer care which was always routed to an overseas call center.. I never received a call back from my initial phone calls to customer service and I only received one form letter response to the two emails I sent. Finally, I contacted our mortgage broker and he said he would put me in touch with a customer liaison ( I contacted him on XX/XX/XXXX, he responded by email on XX/XX/XXXX and was very concerned that my taxes had appeared to have been paid twice! On XX/XX/XXXX I again contacted my broker and said that I had still not received an email or phone call from a representative at RoundPoint Mortgage.On XX/XX/XXXX a woman named XXXX left a message for me at XXXX and left her number. I tried calling her and leaving messages for 5 days and never received another call back.. On XX/XX/XXXX I again contacted my mortgage broker and explained what happened. By this time I had collected all information from tax office verifying they had made a tax payment when my taxes were already paid. The tax office said they could issue a refund to mortgage company they just needed mortgage company to contact them. I finally spoke with XXXX from Roundpoint and she said they were just starting to look in to the matter, even though I had already told customer service twice the problem and sent customer service two emails. Finally they admitted they had mistakenly paid our taxes and they adjusted escrow account. The problem now is we have yet to be refunded our {$310.00} over-payment we made on our XX/XX/XXXX house payment.. We have been told they are waiting to see if we will have an escrow shortage this year! I told XXXX that we want over payment refunded immediately, and to this day ( XX/XX/XXXX ) we are still waiting on OUR MONEY. I have enclosed correspondence from our mortgage broker, mortgage company and local tax office.