Consumer complaint received 2024-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: TX

Complaint narrative:
I have been trying to get the correct information from Roundpoint Mortgage since XXXX. 

XX/XX/XXXX. Notified that Roundpoint took over XXXX loan servicer. 

XX/XX/XXXX. Called in and recorder says they will have full account info to service new loans on XX/XX/XXXX. 

XX/XX/XXXX. Called and spoke to a rep. They said they see the payment amount does not match the original loan terms. They opened a ticket and said they ordered an escrow analysis to find the problem and that would only take a few days. 

On XX/XX/XXXX called twice and could not reach anybody. XXXX minutes and XXXX minutes each. 

On XX/XX/XXXX it is still not ready. According to what they just said last week they ordered another escrow analysis on this date. 

On XX/XX/XXXX They still had no idea what is going on. I stayed on the phone for XXXX minutes and was told they are going to raise my payment again with an additional payment plan due to a shortage in escrow. This is not acceptable and I could no longer stay on the phone with them. 

** XX/XX/XXXX Big issue here. Roundpoint only paid out partial taxes owed to my local county tax office. 

XX/XX/XXXX. Called and asked for an account reconciliation to be sent to me as soon as possible. They acted as if they have no clue what I am asking for and then said their system is down so they can not help me. 

XX/XX/XXXX asked again for account reconciliation. They have no idea what it is yet again. 

XX/XX/XXXX. Emailed a request for account reconciliation. 

XX/XX/XXXX they said they believe they have found the issue and was assured an account reconciliation with a full breakdown will be in emailed no later than XX/XX/XXXX. Was also told they will submit for financial assistance since they see there has been ongoing problems on the account from the servicing side and that I would have the decision by XX/XX/XXXX. 

XX/XX/XXXX. Received an email with XXXX attachment which was a year end statement for XXXX. 

XX/XX/XXXX emailed them back asking why the sent me a year end tax statement for XXXX and clarified I have requested an account reconciliation with full docs. 

XX/XX/XXXX. Explained what I am calling in for and let them know they shorted the taxes to the county. Told the rep I am calling to verify they are sending the account reconciliation today that was promised.

Nobody knows why I am calling in.

The rep says they need time to get docs like that. Told the rep I have been working on this for XXXX  months. Explained I was already told all docs have already been recieved and are in hand since they just did an escrow analysis. Tells me after throwing me on hold and checking with the supervisor that they have XXXX days to respond to the doc request and gave me no option to speak to the department in charge of this. Repeated everything was promised to be done by today with no results. 

*there was no mention from the rep regarding the assistance request on this call. No reference from them on any notes.

Bottom line is I would like a proper investigation to be done on this loan servicing company. They are not paying out what they should be and are hiding the paperwork showing the paper trail of money. It does not take XXXX  months to show the credits, debits and documents for an account. This company needs to be held accountable to the standards and not continue to put my financial situation in jeopardy.

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