Consumer complaint received 2019-03-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RoundPoint Mortgage Servicing LLC
State: CT

Complaint narrative:
I received my escrow analysis statement dated XX/XX/2019 Immediately I noticed an error as my XXXX month activity was showing {$0.00} however I have never missed a payment or had a late payment for the 4+ years we've had this loan. 

XX/XX/2019 - I called the mortgage company ( RoundPoint ) and spoke to XXXX a customer service employee who saw the same issue as I and said he would request another analysis to be completed on the account I was total 3-5 business days to reanalyze 20 min call XX/XX/2019 - I called RoundPoint again because no one had gotten back to me and spoke to person who was extremely confrontational and was not listening to the issue. Ended call with me deciding I would call back and speak to someone else 22 min call XX/XX/2019 - I called RoundPoint and spoke to XXXX who also was pushing back on my request however at the end of the call said she would request another analysis to be completed on the account I was total 3-5 business days to reanalyze 37 min call XX/XX/2019 - XXXX called me and said that the escrow department refused to reanalyze the escrow account as I had " no basis '' to request one. I explained that 12 payments were requested and I made 12 payments so how are 11 payments only listed as actuals against my account. XXXX mentioned minimum balance in account to be $ XXXX. I then asked her for the calculation for the minimum required balance in the escrow and was told she would email it to me. She put me on hold and spoke to escrow department and they agreed a variance was noted and would reanalyze. 36 min call XX/XX/2019 - XXXX called me and said that the escrow department refused to reanalyze the escrow account. We again went through what was going on. XXXX mentioned minimum balance in account to be $ XXXX AGAIN. I then asked her for the calculation for the minimum required balance in the escrow and was told she would email it to me. At the end of the 1hr 15 min call we found out the beginning balance of the escrow analysis statement was incorrect. She requested that the escrow account be reanalyzed. I was told it would take 3-5 business days. 75 min call XX/XX/2019 - Called XXXX directly as no call received back about analysis. Left voicemail 0 min call XX/XX/2019 - XXXX called me and said escrow department refused to reanalyze the escrow account. 10 min call XX/XX/2019 - XXXX requested a time to call me. I had asked for the analysis and was told they are not reanalyzing. I then asked her for the calculation for the minimum required balance in the escrow and was told she is unable to give it to me but that she could call me to explain it. I said email me the calculation so I can see how it is completed and then I can setup a time to speak to her. 

All of these communications are taking up unnecessary time and the company is REFUSING to reanalyze the escrow account or provide details on what constitutes the minimum for the escrow account balance.

Company response to consumer: Closed with explanation