Consumer complaint received 2022-01-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC
State: MN

Complaint narrative:
1. Mortgage was purchased by RoundPoint on XX/XX/XXXX. I mailed a payment to the previous loan servicer on XX/XX/XXXX. When I spoke to RoundPoint, they stated payments made to the previous loan servicer would be transferred to RoundPoint and the date of payment posted to the account would be the date the previous loan servicer received the payment. 

RoundPoint posted the date of payment as XX/XX/XXXX. I spoke with them on the phone and was told to send documentation regarding the timing of my payment to XXXX, which I did on XX/XX/XXXX. I received an automated reply that they had received my email, but nothing more. 

2. Made my second payment directly to RoundPoint in the same manner I had been for the year and a half prior with the previous loan servicer. I utilized my bank 's bill pay service, which cut a check and mailed directly to RoundPoint on XX/XX/XXXX. The check was cashed on XX/XX/XXXX and the payment was not credited to my account until XX/XX/XXXX. 

I had auto bill payment set up with the previous loan servicer, with the same mail date of the XXXX of the month ( earlier if it landed on a holiday or weekend ) and the latest it posted to my account was the XXXX of the month, consistently. 

I called RoundPoint and was told by a representative that I needed to set up an ACH in order for the payment to be posted to my account sooner. When I asked why this exact same process worked for the last service provider and the payment was posted on the XXXX or XXXX of the month, I was simply told that I needed to set up an ACH. I also asked why the money was withdrawn from my account on the XXXX and still not posted until the XXXX, the RoundPoint customer service explained that was because the deposit was done by a computer on a Saturday and it wouldn't post until the next business day. I explained that I would be taking this further to the CFPB and she offered to set up a call with the internal consumer advocate team and they would call me by XX/XX/XXXX. I still have not received a call or VM. 

3. In addition, my homeowner 's insurance was not paid until I was notified that the bill was past due and called. RoundPoint did make the payment within a couple weeks of my request. 

4. Currently my property tax payment is also delinquent ( just found this out today by looking at the county records online ). RoundPoint stated that they will start the process to pay the XXXX taxes and all late fees, but it will take several weeks. They also stated that they do not have any record that taxes were owed in XXXX. 

It feels as if this company is severely understaffed and took on way more mortgages than their staff could handle, but won't admit to the problem and correct the errors along the way. Instead they turn it on the consumer as if the above stated issues are my problems.

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