Consumer complaint received 2020-11-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: RoundPoint Mortgage Servicing LLC
State: NC

Complaint narrative:
I started the process to refinance my mortgage with my current lender, Roundpoint Mortgage, in XXXX. I completed the application process with XXXX XXXX XXXX. I explained that I didn't want cash out or to add any costs onto my mortgage. I told him my main concerns were a good interest rate and the escrow since taxes and insurance would be due soon. He told me that Roundpoint could roll my escrow over to the new loan and use that at closing for my taxes. He said that this was one of the benefits to refinancing with my current lender. When I received my initial paperwork it included things not discussed, such as points for by down, a different term, and a different loan amount.. I reached out to XXXX repeatedly and never heard back. Eventually I submitted a complaint through the XXXX. I received a call from XXXX XXXX ( loan officer ). XXXX apologized and updated the loan documents and resent them to me. I went through several loan processors, XXXX XXXX, XXXX XXXX and now XXXX XXXX. I was receiving no communication from anyone, so I continued reaching out throughout the months. My closing date was supposed to be XX/XX/20. I never heard anything from anyone at Roundpoint, so I reached out again. I was told that I wouldn't be closing. Last week I reached out to XXXX XXXX who told me that I could close on XX/XX/XXXX. I told her again that I had questions about the numbers that were e-mailed to me for closing. First XXXX told me that the title company would need to go over the paperwork with me. XXXX advisd that this wasn't the final paperwork and that she'd reach out before the end of the week to go over everything. I never heard back her last week, so I e-mailed her yesterday. A few minutes later I received a call from XXXX XXXX. XXXX said that he was calling to tell me that I would need to pay my taxes at closing. I told him that I was told by XXXX and XXXX that I would be able to use my current escrow to pay my taxes. He said that this was never an option. XXXX said from reviewing my loan documents he wasn't aware I was bringing money to closing. He said that they never got any bank statements from me to provide to underwriting. I e-mailed XXXX my statements. I explained that I was upset because i was told for months that everything was set with the taxes and insurance. I was given less than 48 hours notice to pay over this. He blamed it on the previous processors, Roundpoint policies, the title company, not closing in XXXX, and several other things. During the call with XXXX he mentioned 5 or 6 different amounts to close. He said that he just received my file this morning. I asked him if I pay the taxes when would I get my money back from escrow. XXXX advised me that I wouldn't get my money and that the policy is that it be used to lower my payoff. He said there was nothing that could be done and that I needed to let him know what I wanted to do. I asked to speak with his supervisor. He told me that her name was XXXX XXXX and that he'd have her to give me a call. I also asked for her phone number. I tried calling the phone number I was given and there was no answer or name on the voicemail. I haven't received a call back from XXXX. I've continued trying to work with Roundpoint and I keep getting told the issues are because employees are being moved to XXXX XXXX. I would appreciate any help you can provide. Thank you.

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