Consumer complaint received 2025-07-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: RoundPoint Mortgage Servicing LLC
State: NH

Complaint narrative:
To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX, NH XXXX Loan Number : XXXX Servicer : RoundPoint Mortgage Servicing LLC Date : XX/XX/XXXX Subject : Complaint Regarding RoundPoint Mortgage Harassment and Threat of Force-Placed Insurance During Ongoing Rebuild Dear CFPB, I am filing a formal complaint against RoundPoint Mortgage Servicing LLC regarding sustained harassment, misrepresentation of insurance requirements, and threats to force-place unnecessary and inappropriate homeowners insurance coverage on my property, which is still under construction. 

Background : My home at XXXX XXXX XXXX XXXX, XXXX, NH XXXX was destroyed by fire in XX/XX/XXXX. 

It is currently being rebuilt. The project remains incomplete, not habitable, and there is no certificate of occupancy. 

A valid builders risk insurance policy is in place and appropriately covers the property for its current state. 

Harassment and Improper Demands : Since early XXXX, RoundPoint has contacted me dozens of times by phone and mail demanding that I replace the active builders risk policy with a standard homeowners policy, which is not appropriate for a property still under construction. 
These communications have been frequent, disruptive, and aggressive often delivered with warnings that RoundPoint will force-place a high-cost insurance policy if I do not comply. 

On XX/XX/XXXX, I received yet another written demand, claiming the home is 95 % rebuilt and insisting that a homeowners policy be secured and escrowed by XX/XX/XXXX. 

This is unacceptable for the following reasons : No certificate of occupancy has been issued. 

The home is not yet livable or legally insurable under an HO-3 policy. 

My insurance provider confirms that binding a standard policy now would be improper and could result in denial of future claims. 

The ongoing threats of force-placed insurance despite the property being properly insured are coercive and baseless. 

Requested Relief : I am requesting the CFPB intervene to compel RoundPoint Mortgage to : Cease all demands for a standard homeowners insurance policy until the property is legally complete and habitable. 

Cease all threatening communications regarding force-placed insurance. 

Acknowledge the active builders risk insurance as valid and sufficient. 

Confirm in writing that no escrow funds will be used to purchase unauthorized insurance, and that no escrow reanalysis will occur until a compliant policy is in place post-completion. 

This behavior is not only harmful and predatory it creates a risk of uninsured loss during the most vulnerable phase of the rebuild. 

I have documented all communications and am prepared to provide emails, call logs, and insurance documents upon request. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX XXXX XXXX

Company response to consumer: Closed with explanation