Consumer complaint received 2015-07-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: NJ

Complaint narrative:
1 ) My wife and I refinanced our home loan through XXXX XXXX ( mortgage company ). Our NEW 30-year fixed rate conventional loan closed and funded during XX/XX/XXXX. Our new payment is {$230000.00} which includes {$160000.00} toward loan principal and interest plus an additional {$740.00} into escrow for payment of real estate taxes and our homeowners insurance. The XXXX mortgage payment was scheduled for XX/XX/XXXX. 

2 ) During XX/XX/XXXX, we received notices from both XXXX and ROUNDPOINT MORTGAGE of XXXX, XXXX indicating that our loan SERVICING had been assigned by XXXX to ROUNDPOINT and that we were to begin making our {$2300.00} payments to ROUNDPOIINT XX/XX/XXXX. 

3 ) We then met our first three ( 3 ) mortgage payments due XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Everything was fine to this point. All funds were applied correctly to this point. Our XXXX quarter XXXX real estate taxes were paid as due! 

4 ) With our {$2300.00} payment due XX/XX/XXXX paid on XX/XX/XXXX, we then received a ROUNDPOINT letter dated XX/XX/XXXX. This was an ESCROW ANALYSIS informing that our monthly payment amount was to be changed. The payment would be reduced from {$2300.00} to {$2200.00} because the {$140.00} portion of our escrow payment ( the homeowner insurance amount ) would no longer be collected in our payment. We soon received an escrow refund check from ROUNDPOINT in the amount of {$120.00}. 
. 
5 ) We contacted ROUNDPOINT and informed them of their error. They acknowledged! We were to continue making our payments at the original {$2300.00} amount 6 ) We paid our XX/XX/XXXX payment and all was fine to that point 7 ) We soon received another ESCROW ANALYSIS LETTER dated XX/XX/XXXX. This letter indicated that we had been paying {$590.00}. We always paid {$740.00} not just {$590.00} as this XX/XX/XXXX letter indicates. The XX/XX/XXXX letter indicate that our escrow payment is to be increased to {$740.00} from the current {$590.00} level. Now, please keep in mind that our required escrow payment has always been {$740.00}! Please keep in mind that we had always paid {$740.00}! Please recall that the {$590.00} amount only came about based on an error in the ROUNDPOINT LETTER of XX/XX/XXXX. {$590.00} had never been the only amount collected into escrow during our first 5-mortgage payments. Now, the ESCROW ANALYSIS process complicates matters worse! The escrow analysis concludes that since we are only paying {$590.00} into escrow all year ( not the {$740.00} we actually were paying ), we now have a projected {$1100.00} escrow balance shortage to make up. For this reason, there would be an extra {$92.00} collected in our new payment ion order to recover the escrow deficiency. Our payment would not be returned to {$2300.00} as it should have been all along, but rather, the new payment would have to be {$2400.00} which includes {$830.00} into escrow and not {$740.00} beginning XX/XX/XXXX. 
8 ) Again we contact ROUNDPOINT CUSTOMER SERVICE and explain how they are screwing this loan up completely. This time, there is no success. They are convinced that after only having made XXXX-payments on our mortgage loan that we now have an escrow shortfall of & gt ; {$900.00}. They are refusing to back off on the {$2400.00} payment 9 ) We paid {$2300.00} on XX/XX/XXXX for that payment. We paid {$2400.00} ( extra escrow ) on XX/XX/XXXX as XX/XX/XXXX payment and now we have paid {$2400.00} on XX/XX/XXXX as the XX/XX/XXXX payment so as to not default even though the XXXX customer service personnel wont make the necessary corrections. I am convinced it is not because they want to be uncooperative. The problem is they dont understand what they did or how they did it. 
10 ) I am now compelled to submit a RESPA Section 6 complain

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation