Consumer complaint received 2024-04-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: NJ

Complaint narrative:
In XX/XX/2024, my loan was sold to the servicer, RoundPoint. My loan currently has an escrow shortage payment plan. After the loan transfer to the new servicer ( RoundPoint ) was complete, I could find no information in their only portal about my escrow shortage payments and if the schedule my previous servicer had given me would still be honored. 

I called the RoundPoint CX line on XX/XX/2024, to ask this question. The rep on the phone, while friendly, was unable to answer my question and told me that that info didn't exist, but if I liked, they could run a report on my escrow, and that should get me the information that I would need, and then could call back if there still was an issue. The report should take no longer than five business days and will be mailed and emailed to me. 

It is now XX/XX/XXXX, and I have received no escrow information via mail or email. So, I got in contact with their CX department again. However, they do have the report, and this is when I learned what they actually did : run a new escrow assessment. Since I was already short on my escrow, they found the same, but due to a new assessment, my short payments were recalculated for a new 12 months. The result of this was utterly overriding and erasing the schedule I was already halfway through and the reason for contacting them. 

Suffice it to say I am upset, and the rep is just talking in circles about how the assessment is finalized, and there is nothing they can do, and also that somehow my taxes increased outside the tax window, so my escrow short amount due was increased. When I pressed them on this, I was offered to call my county tax office as they are just going off the info they have. I reminded the rep that I still have not received any of the information being cited, and I would like to escalate my issue with a supervisor, as I know that there is something more than nothing that can be done. 

Would you be surprised that no manager or supervisor ever joined my call? Well, they didn't. 

As of XX/XX/XXXX, I still have not received any of the escrow assessment information they referenced to me. I did call the county and township tax offices and they confirmed what I told Roundpoint : no taxes had been increased outside of the tax adjustment period, and no tax increases had happened since my regularly scheduled escrow assessment ( that everyone has every XXXX ). I even got a duplicate call back today ( from Tuesday 's request ). So I told this rep this story, and supposedly, a manager is supposed to call me back as they could or wouldn't do anything about an unasked-for assessment or the fact I was to pay more for a tax increase that didn't happen. 

I never wanted to do business with this company, and I have no say in who I am forced to do business with to repay my mortgage loan obligation. No other service or practice behaves this way aside from the government itself. At least I get to vote for my representative with the latter.

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