Consumer complaint received 2026-04-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: TX

Complaint narrative:
Complaint regarding escrow refund servicing failures by RoundPoint Mortgage Servicing. On XX/XX/year>, my mortgage account with RoundPoint Mortgage Servicing posted an " Escrow to Mortgagor Disbursement, '' indicating an escrow overage refund had been issued. As of the date of this complaint, more than XXXX months later, I have not received the refund check. Over this period, I have received repeatedly inconsistent and contradictory information from RoundPoint representatives, and the reissue process has failed multiple times due to internal processing errors. Timeline of events : XX/XX/year> : Escrow refund disbursement posted to my account. Late XX/XX/year> : After approximately XXXX weeks with no check received, I contacted RoundPoint. A representative stated the check was likely lost in the mail and initiated a stop payment and reissue request. Early XX/XX/year> : Still no check received. On follow-up, I was told the reissue request had never actually been processed and was stuck in an internal queue within the checking department. Mid-XXXX XXXX : I escalated to a supervisor, who explained that the funds would need XXXX business days to transfer back into the escrow account before a new check could be issued. The supervisor indicated a request would be submitted to expedite the eventual shipment, though no guarantee was made regarding shipping method. XX/XX/year> : I called to confirm status and was told the check had still not been issued or shipped. XX/XX/year> : I called again and was escalated to an escalation team. This representative stated that every prior representative I had spoken with was incorrect, and that the check had in fact already been mailed via standard mail with no tracking. I was told to wait approximately XXXX more weeks for delivery. When I raised the possibility of filing complaints with the CFPB and the Texas XXXX XXXX XXXX and XXXX XXXX, the representative expressed no concern and indicated there was nothing further they would do. The central issues : The statements made on XX/XX/XXXX ( check not yet issued ) and XX/XX/XXXX ( check already mailed ) are directly contradictory. At least XXXX of these statements from RoundPoint is inaccurate, and I have no way to verify which. The reissue request following the initial stop payment sat unprocessed in an internal queue for an extended period, which RoundPoint itself acknowledged. More than XXXX months have elapsed between the posted disbursement date and any confirmed delivery of the funds owed to me. RoundPoint has provided no tracking information, no written confirmation of issuance, and no documented issuance date for any version of the check. The escalation team 's response to raising regulatory complaints suggests a lack of internal accountability for these servicing failures. Requested resolution : Written confirmation of the date the current check was issued and the method by which it was sent. If the check does not arrive within XXXX business days of XX/XX/year>, immediate reissuance via a traceable, expedited delivery method at RoundPoint XXXX expense. Interest on the held funds for the period of delay beyond a reasonable processing window. A written explanation of the internal failures that caused the reissue request to sit unprocessed and that produced contradictory statements across representatives. I am filing a parallel complaint with the Texas XXXX XXXX XXXX and XX/XX/XXXXXXXX.

Company response to consumer: Closed with explanation