Consumer complaint received 2024-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: CA

Complaint narrative:
On XXXX XXXX I received a letter from Roundpoint Mortgage Servicing LLC that my home had been remapped by FEMA and was now in a flood zone. 
The letter I received was dated XX/XX/2024, it was postmarked XXXX XXXX and arrived at my home on XX/XX/2024. The letter stated I had 45 days to to provide proof of flood insurance or RoundpoinXXXX would purchase insurance at my expense effective XX/XX/2024. 
I purchased and prepaid for a flood insurance policy effective on XX/XX/2024 and submitted online to the Roundpoint website proof of insurance with receipt on XX/XX/2024. This insurance went into effect within 14 days of notification of the flood insurance requirement. 
Prior to XX/XX/2024 my property had never been in a flood plain or had flood insurance been required. 
I have lived in my home for 24 years and never had an impound account related to my mortgage, property taxes or home owners insurance. 
I received another letter dated XXXX XXXX, posted XXXX XXXX and delivered to my home on XX/XX/2024 requesting I comply with the first letter and provide flood insurance which I had already purchased. This letter also stated if I did not provide evidence of flood insurance coverage, Roundpoint would purchase a policy at my expense for {$1800.00} effective XX/XX/2024. I contacted Roundpoint on XXXX XXXX to confirm they had my policy recorded, they confirmed it was. 
On XX/XX/2024 I received a third letter dated XX/XX/2024 and postmarked XX/XX/2024 stating no proof of insurance had been received and I would be charged {$1800.00} for a flood policy I had already purchased on XX/XX/2024. This letter stated my old policy expired on XX/XX/2024 and I would be charged for the lapse in coverage. I never had a policy to lapse. 
Again, I had never been required to provide flood insurance previous to notification on XX/XX/2024 and a policy was purchased on XXXX XXXX and proof submitted on XXXX XXXX to Roundpoint. 
On XXXX XXXX I received an Escrow Analysis Statement that I was being charged {$170.00} for insurance from XX/XX/2024. 
How can I be charged for a policy I had not been notified was required until XXXX XXXX, given 45 days to comply and purchased a policy within 14 days and provided proof of insurance on the 15 day after the initial notification? 
In addition Roundpoint has set up an escrow account to include the {$170.00} flood policy plus charging me for the policy I already prepaid for {$580.00} resulting in my monthly mortgage payment to increase {$110.00} per month. 
I have called multiple times to attempt to get the {$170.00} reversed as I provided the required flood insurance within the time specified. I have been disconnected, not called back, requested complaint be elevated to a manager or supervisor and gotten nowhere. 
I should not be required to purchase insurance I did not know was required. I should not be required to pay additional monies into an impound account that I have never had been required prior as I have always paid my insurances and property taxes myself. I do not want an impound account. I want my mortgage payment to remain at the previous amount {$1000.00} as agreed when financed. 
The facts are Roundpoint is dictating modified terms to a legal loan in place for several years that I should not have to change the terms, payments or agreed upon conditions. 
Please advise and let me know if you need any additional information. 
Thank you XXXX XXXX

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