Consumer complaint received 2024-05-14
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC (CA)

On XXXX XXXX I received a letter from Roundpoint Mortgage Servicing LLC that my home had been remapped by FEMA and was now in a flood zone. 
The letter I received was dated XX/XX/2024, it was postmarked XXXX XXXX and arrived at my home on XX/XX/2024. The letter stated I had 45 days to to provide proof of flood insurance or RoundpoinXXXX would purchase insurance at my expense effective XX/XX/2024. 
I purchased and prepaid for a flood insurance policy effective on XX/XX/2024 and submitted online to the Roundpoint website proof of insurance with receipt on XX/XX/2024. This insurance went into effect within 14 days of notification of the flood insurance requirement. 
Prior to XX/XX/2024 my property had never been in a flood plain or had flood insurance been required. 
I have lived in my home for 24 years and never had an impound account related to my mortgage, property taxes or home owners insurance. 
I received another letter dated XXXX XXXX, posted XXXX XXXX and delivered to my home on XX/XX/2024 requesting I comply with the first letter and provide flood insurance which I had already purchased. This letter also stated if I did not provide evidence of flood insurance coverage, Roundpoint would purchase a policy at my expense for {$1800.00} effective XX/XX/2024. I contacted Roundpoint on XXXX XXXX to confirm they had my policy recorded, they confirmed it was. 
On XX/XX/2024 I received a third letter dated XX/XX/2024 and postmarked XX/XX/2024 stating no proof of insurance had been received and I would be charged {$1800.00} for a flood policy I had already purchased on XX/XX/2024. This letter stated my old policy expired on XX/XX/2024 and I would be charged for the lapse in coverage. I never had a policy to lapse. 
Again, I had never been required to provide flood insurance previous to notification on XX/XX/2024 and a policy was purchased on XXXX XXXX and proof submitted on XXXX XXXX to Roundpoint. 
On XXXX XXXX I received an Escrow Analysis Statement that I was being charged {$170.00} for insurance from XX/XX/2024. 
How can I be charged for a policy I had not been notified was required until XXXX XXXX, given 45 days to comply and purchased a policy within 14 days and provided proof of insurance on the 15 day after the initial notification? 
In addition Roundpoint has set up an escrow account to include the {$170.00} flood policy plus charging me for the policy I already prepaid for {$580.00} resulting in my monthly mortgage payment to increase {$110.00} per month. 
I have called multiple times to attempt to get the {$170.00} reversed as I provided the required flood insurance within the time specified. I have been disconnected, not called back, requested complaint be elevated to a manager or supervisor and gotten nowhere. 
I should not be required to purchase insurance I did not know was required. I should not be required to pay additional monies into an impound account that I have never had been required prior as I have always paid my insurances and property taxes myself. I do not want an impound account. I want my mortgage payment to remain at the previous amount {$1000.00} as agreed when financed. 
The facts are Roundpoint is dictating modified terms to a legal loan in place for several years that I should not have to change the terms, payments or agreed upon conditions. 
Please advise and let me know if you need any additional information. 
Thank you XXXX XXXX