Consumer complaint received 2018-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC
State: NJ

Complaint narrative:
I was charged a late fee for my mortgage of almost 400 dollars when my escrow account had sufficient funds in it. I have called & emailed my mortgage company ( Roundpoint ) several times & have not received a satisfactory answer as to why this is the case. My latest email was sent to them in early XX/XX/XXXX to which I received no response : I have been trying for several months to get a satisfactory explanation from somebody at Round Point to explain a delinquent tax payment from my escrow account made on XX/XX/XXXX for {$2600.00}. 
I have an escrow account that has always had a sufficient balance to make any tax payments, so why would I be billed for any delinquent tax if the bank did not make the payment from my escrow account? Since I dont see the tax bill and the bank is making the payments from my escrow account isnt it the banks responsibility to make the payments timely? There was plenty of money in the escrow account to make the tax payment on XX/XX/XXXX so why didnt the bank make the payment on time? Since thats clearly the case, why should I be billed for the delinquency, when the bank made the error? 
If you look at the breakdown of my history of payments, I made my first escrow payment on XX/XX/XXXX for {$3400.00} after closing on our property at XXXX XXXX XXXX in XXXX NJ. On XX/XX/XXXX I began to make monthly and on time payments at the end of every month for {$2100.00}. Included in my monthly payments are {$950.00} that the bank puts into my escrow account. After my first monthly mortgage payment on XX/XX/XXXX I had {$4200.00} in my escrow account. The math is a s follows ( XXXX + XXXX - XXXX PMI Disbursement they take each month from my escrow account = {$4200.00} ) in my escrow account on XX/XX/XXXX.

On XX/XX/XXXX the bank took {$540.00} from my escrow account to pay a city tax disbursement. This left me with {$3600.00} in my escrow account. I then made another monthly payment for my mortgage on XX/XX/XXXX. As was the case at the end of XX/XX/XXXX, {$950.00} again went to my escrow account and {$91.00}  subtracted for my PMI payment leaving my balance in my escrow account at the end of XX/XX/XXXX of {$4600.00}. 
During XX/XX/XXXX there were no tax payments taking from my account. I made my normal monthly mortgage payment on XX/XX/XXXX for the same {$2100.00} I paid every month to this point. The same {$950.00} of that payment was put into my escrow account, {$91.00} was subtracted for PMI, leaving my escrow account balance at {$5400.00} at the end of XX/XX/XXXX. 
The problem, and no one at your bank has been able to give me an explanation yet, is on XX/XX/XXXX I am charged for delinquent tax of {$2600.00} and that amount is taken out of my escrow account. Why would I be charged for a delinquent tax payment when it is the banks responsibility to pay my taxes from my escrow account? As I show in the last paragraph, I have always had a sufficient balance in my escrow account to make any tax payments? 
If the bank should have taken {$2200.00} out of my escrow on XX/XX/XXXX to make my tax payment instead of the {$540.00} they took from my escrow account, why is that my fault? On top of that they took out {$2600.00} on XX/XX/XXXX which is {$390.00} more than should have been paid, if the bank would have paid the correct amount on XX/XX/XXXX. The bank in effect is taking an extra {$390.00} as a late fee from my escrow account to pay for their own incompetence. 
To make this error even more egregious they paid {$540.00} on XX/XX/XXXX, so in effect they paid {$2600.00} plus {$540.00} from my escrow account, for a tax payment on XX/XX/XXXX that if it was paid on time and in full on XX/XX/XXXX should have been for {$2200.00}. 
It appears at the very least that the bank owes me {$940.00}. This amount includes the late fee of ( {$390.00} ) taken from my escrow account for not paying my taxes on time when it was the BANKS responsibility to do so. Add to that the initial payment they made for the taxes from my escrow account for {$540.00} on XX/XX/XXXX that seems to vanish and was not applied anywhere, XXXX + XXXX = {$940.00}. 
I have been trying to get this straightened out with your company for almost a year and no one there can give me a straight answer. Please have someone in authority, at least a supervisor of some kind, call me as soon as possible at ( XXXX ). I would like this matter resolved and my money refunded immediately. 

XXXX XXXX

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