Consumer complaint received 2024-04-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: VA

Complaint narrative:
Roundpoint Mortgage Servicing LLC bought my loan at the end of XXXX ( not my choice ). When they did this they signed me up for flood insurance automatically because I live in a flood zone. However, I pay through flood insurance through my condo association fees. I was then informed XX/XX/XXXX that I had a $ XXXX shortfall. It was then that I discovered that they signed me up for flood insurance and included this amount in my escrow. I informed them of this over the phone on XX/XX/XXXX. They provided me with an email address to send my flood insurance proof, and told me " XXXX ''. I come to find this is actually " XXXX '' after sending the flood insurance XXXX times : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Then, on XX/XX/XXXX, after calling to find out why no one was reaching out to me a second time ( I had tried to call on XX/XX/XXXX to find out what was going on ), I discovered where to send the flood insurance documents. I then provided proof of flood insurance for the past XXXX years ( I have had this the entire time I've lived here since I bought the condo on XX/XX/XXXX ). However, Roundpoint continued to not take any action. In the meantime, I had to pay my new mortgage of {$2200.00} up from {$1400.00} last year. This includes {$41.00} per month in home insurance, {$1100.00} in principal and interest, and around {$240.00} in property tax. I do believe my property tax rose, but I thought it was only to {$280.00} nothing to cause a huge shortfall. Nonetheless, I paid the monthly balance to avoid credit reporting and late fees. Then, I called again on XX/XX/XXXX to find out why my mortgage was not being adjusted. I was told they were still looking for my flood insurance. They had me use a portal to send my documents ( AGAIN ) and said they would cancel the flood insurance and adjust thereafter. But, they still forced me to pay {$2200.00} in XXXX to avoid credit reporting and late fees. Again, I paid. XXXX comes, no action as far as I know. I call on XX/XX/XXXX to find that they did cancel the flood insurance, but have not done anything to try and fix my monthly amount, where I'm still paying for a projected flood insurance in my escrow, and I am still paying for a large shortfall. They can not describe to me over the phone if my shortfall will be removed or reduced. Regardless, it's clearly not {$7000.00} since they acknowledged I should not have been placed on flood insurance ever. They keep trying to put me on the phone with the flood insurance company, but I continued to explain how pointless that was because we already know I'm not signed up with them and Roundpoint is the one that needs to adjust my amounts. I'm threatened again to pay the full {$2200.00} or risk credit reporting and late fees. They apologize for not taking any action to update my account and said they will get on doing this. XXXX comes and my mortgage remains the same. I call again and the customer service rep seems to have no idea about my issue. Apparently there is nothing listed on my account regarding my past complaints. He tries to say we can negotiate to spread the shortfall out. I'm irate at this point and explain that it should not be there. He tries to put me on with the XXXX department, but I'm doing all this legwork to fix their mistake during the work day and don't have time to wait. Everytime I tell them to give me a number they say they can not give me direct lines. Everytime I ask via email for email contact to set-up an appointment I get nothing but silence. In fact, I never receive anything more via email than their automated message saying they are " working on my correspondence right away '' ( they clearly are not ). I hang up. I do get a call today during a meeting at XXXX, but can not answer and they don't leave a voice message. If it was to adjust my account then they haven't done it based on what I'm seeing online. I am not making another monthly payment of {$700.00} to {$800.00} more per month than what I actually owe. If there is a shortfall, then they need to provide a breakdown to show it. I can only think of property tax where I might have a shortfall, but again, I don't believe it would be nearly high enough to justify my current charge. It's clearly the flood insurance I should never have been responsible for. Roundpoint makes it extremely difficult to talk with between XXXX email repsonse and XXXX call/appointment flexibility, and their actions over the past XXXX months have demonstrated that they have no intention of adjusting my improper mortgage payments. I will not be paying them until they correct my mortgage, and I will fight any attempt to charge late fees or negatively impact my credit score. Frankly, I not only want the mortgage properly adjusted, I don't want them handling my escrow payments going forward ( I don't really want them to hold my loan anymore either, but I know the system is designed to give me no real choice in the matter ).

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