Consumer complaint received 2020-12-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC
State: TX

Complaint narrative:
XXXX- We paid our loan off, including the property taxes due that year. Round point Mortgage ( RPM ) asked transmitted the data file to core logic the same day to pay the taxes. 

XX/XX/XXXX- I called Roundpoint to ask for my Escrow refund. The stated they already asked their vendor to pay the taxes and to call the county or my title company to sort it out. They also applied an escrow adjustment to my account in the amount of {$2400.00}. Stating I still owed that amount. I called the county and they stated they received my funds from closing to pay it, but XXXX has not transmitted the file to them yet and normally doesn't for at least 2 more weeks. At that point they would decline the transaction and I would need to get the funds from my mortgage company. I called Round Point back, and asked them to call their vendor, XXXX and verify the date they send the funds and to cancel my payment. They said they can not do that. Once the file is sent they can not cancel it, even if the data is wrong. 

XXXX I called round point back and spoke to the same person, XXXX XXXX , who alerted me that I would have to pay the {$2400.00} before the XXXX or they would report it to the credit agency. I asked her how, with them owing me {$13000.00} could they report an unpaid debit when the county has been paid. She said they would as they need confirmation from their vendor, not the county of record. I told her to log onto the county website, it shows paid. I gave her the name of the person in charge there and her phone number to call for verification. She said she would investigate and call me back. I did not receive a call back the next day or the following day. 

XXXX- I called round point to again ask about my refund. They said their 3rd party has the funds and they have to wait till they " get something back '' about the loan. I asked them to call their vendor, they would not. I asked them to call the county to verify the amount was paid. They would not. 

XX/XX/XXXX- I called the county and verified XXXX had not transmitted the tape with the payments yet and called RPM again and was told XXXX would call me back. Later that day XXXX emailed me advising my options were to pay the shortage amount and when the funds got back to RPM they would reimburse me or to wait for the refund and have my credit report effected. I replied to her email the county tax office does not have the funds and outlined what the county told me was needed to get my funds back. She never replied. 

XXXX- I received a debt collector call from RPM and an email about my mortgage payment XXXX- I called RPM again. The same options were given and I was told there is nothing they can do. They can not call their vendor to ask about the funds and they can not call the county. I asked about the call and they stated I owed the money and would continue to receive calls about the issue.

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