Consumer complaint received 2017-02-09
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC (CA)

I bought my home a year ago and my mortgage was sold to Roundpoint Mortgage Company immediately on a 30-year fixed conventional loan. The previous owner of my home had lived there since XX/XX/XXXX, and knowing that the property taxes would be reassessed and adjusted upon the sale, I decided to wait on impounding my monthly mortgage payment with my taxes. I paid the first installment of my secured taxes and then contacted Roundpoint at the end of XXXX to request my account be impounded. 

Roundpoint notified me on XX/XX/XXXX through their online messaging system, and they disbursed payment to both installments of my supplemental taxes on XX/XX/XXXX. An escrow analysis was sent out on XX/XX/XXXX which included a break down of how much would need to go into the escrow account to pay taxes and a new monthly payment to cover the current escrow shortage. The numbers for the escrow shortage and new monthly payment seemed to match what my mortgage broker estimated it would be when I initially bought the home, so I was prepared to pay the shortage and was satisfied with my new monthly payment effective XX/XX/XXXX. Then, a new escrow analysis was sent out on XX/XX/XXXX with dramatically higher numbers than anticipated. This compelled me to do the calculations myself, and any way I sliced it, it did n't add up to paying a new monthly payment of {$2200.00} after paying a {$9400.00} escrow shortage! The tax statements I sent them only added up to {$8100.00}, so this was very alarming to me. 

This conflict led to a series of phone call conversations with customer service day-after-day, week-after-week until they sent me a third escrow analysis on XX/XX/XXXX that was right in between the reasonable analysis and the outrageous one, but still over by {$1700.00} for the estimated taxes. 

At this point, I decided to send in the form to request to close my escrow account and deal with paying my taxes myself. Roundpoint received my request on XX/XX/XXXX and sent me a notice in the mail indicating they will give me a response within 30 days. In the meantime, I 'm still required to make my XX/XX/XXXX and XX/XX/XXXX monthly payment of {$3000.00}, until it adjusts to {$2600.00} for XX/XX/<YYYY> for fear that my account will become delinquent otherwise. 

Again, after a series of phone calls and conversations to customer service representatives, I learn that my escrow removal request has initially been denied due to an alleged delinquent tax bill that Roundpoint paid on my behalf. However, after contacting the XXXX County property tax office, a representative from the county office confirmed that the delinquent tax bill Roundpoint insisted they paid was actually paid by the estate of the previous owners and was not my bill to pay in the first place! 

I need Roundpoint to cancel my escrow account, calculate the money I just gave them over my original {$1200.00} payments towards the taxes that they did in fact pay on my behalf ( {$1900.00} ) in XXXX, and bring my monthly payments back down to my original amount before I requested to impound my taxes. I no longer trust Roundpoint with impounding my account accurately.