Consumer complaint received 2024-06-02 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:
A few days ago, between XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, I called Roundpoint Mortgage as I noticed my mortgage payment had increased from {$1300.00} to {$1300.00}. 
Normally, I wouldn't bat an eye as I am aware property taxes and Mortgage insurance premiums increase every year, but this year was different. As additional knowledge for any party reviewing this complaint, I am always paying a month early with my mortgage payments, so there are no reasons why I should be behind on anything. To continue with the nature of this complaint, however, I will attempt to describe my grievance with Roundpoint even if it may seem petty. 

Back in XXXX XXXX XXXX, Roundpoint Mortgage took over my loan from my previous loan servicer. At the time they took over my loan, my PITI payment was {$1300.00}. It was the same payment from when they obtained that loan all the way into XXXX XXXX XXXX when it changed to {$1300.00}. When it changed, I had been given a notice a few months prior stating that there was an escrow shortage of {$110.00} and that if I didn't make the shortage payment, my PITI payment would increase higher than the {$1300.00}. It's the same notice I've been receiving every year since I purchased my home in XXXX XXXX XXXX. It is due to taxes and property insurance increasing, so It's not anything out of the norm. I paid the escrow shortage and moved on with my life. What makes this situation different is everything else that occurred this year with Roundpoint Mortgage. 

This year, on top of my PITI payment increasing to {$1300.00} starting in XXXXXXXX XXXX XXXX after I paid my escrow shortage, I receive no notices of any kind stating that in XXXX of XXXX, my PITI payment would again increase to {$1300.00}. No notices of any escrow shortage were mailed out to me either. Another piece of important information for whomever is reading this complaint is I have always received mail notices of the status of my mortgage, and I review every single piece of mail to make sure my mortgage is handled properly and on time. When I do, I go online, and make my payments to make sure my mortgage lender receives my payment promptly. I then make sure payments clear my bank account, as my credit is of the utmost importance in my life. In this case, I didn't receive anything in the mail or any other notice of any kind. Because I didn't receive anything, I went online to make my mortgage payment as usual, and I notice my PITI payment was {$1300.00}. I make the payment as simply not making it would serve no other purpose than to hurt my credit rating, but I do call Roundpoint Mortgage to figure out why my mortgage payment increased after only 2 payments of it having been increased. To make things even stranger, I have an actual Mortgage statement from Roundpoint Mortgage saying my PITI payment for XXXX of XXXX is only supposed to be {$1300.00}. 

I call Roundpoint Mortgage on XX/XX/XXXX and I have to wait for a call back as they are very busy. They call me a few hours later, and I ask them the same questions I am complaining about here. The only answers they can give me is that my homeowner 's insurance has increased. I inform them that this information is already known, and my mortgage insurance premium already increased on XX/XX/XXXXXXXX XXXX XXXX XXXX after I paid them an escrow shortage for this very same reason. Furthermore, my insurance company had already mailed them out a statement on XXXX XXXX XXXX XXXX, so this amount could have already been calculated for XXXX XXXX XXXX I then let them know this didn't explain why my mortgage premium increased so much and twice in 1 year. More so since my insurance premium only increased from {$1300.00} to {$1400.00}. That's a {$120.00} difference. That's also only a {$10.00} a month increase as well. If anything, my mortgage premium should be increased from {$1300.00} to {$1300.00}. 

Roundpoint Mortgage had no answer for this. Even after spending time on the phone waiting for them to research this, they could come up with no answer. I then asked why there is no explanation online either about why my mortgage premium went up and they can't explain that either. I then ask why I have not received a statement, and they said the department that handles mailing out statements will mail me a statement soon. I explain to them that XX/XX/XXXX is 31 days from now, and it's a little late for me to be receiving a statement saying my mortgage premium is increasing. I then also brought up the fact that I have an actual statement from Roundpoint saying my mortgage payment on XX/XX/XXXX is only {$1300.00}. Why are they changing the payment online? Again, they have no explanation or even attempt to come up with an answer. I then ask if there is another escrow shortage which I need to pay, and the rep says she doesn't see anything on her end about an escrow shortage. We even went over the PITI numbers individually, and we both came up with my PITI payment with these new numbers to be equal to {$1300.00} and not {$1300.00}. Finally, I state that a mortgage statement or bill is not a simple matter and that this is not something they can simply err on as it has big implications. The representative had the audacity to say that if I liked, I should file a complaint against them, but that's all the information they could give me. It took me a few days, but I finally decided to go ahead and file this complaint. 

As a final piece of vital information to this matter, it took me quite some time to pull up an escrow statement online which shows an escrow analysis on XX/XX/XXXX stating there was an escrow shortage of {$160.00}. I have yet to receive this notice by mail, but this actually makes me even more incensed. If that statement existed online, then why couldn't the Roundpoint Mortgage representative look up this information when I spoke to her on XX/XX/XXXXXXXX Why didn't she tell me there was a shortage that I could have paid? Why was I told there was no more information available to me and that I should file a complaint against Roundpoint Mortgage? Why didn't Roundpoint Mortgage have this calculated by the time they sent me an escrow statement on XX/XX/XXXX or much sooner than XX/XX/XXXX when they were mailed or given the new homeowners insurance premium increase on XX/XX/XXXX? Everything about this matter is just wrong and is not the way a mortgage lender should behave or calculate someone's mortgage. Many problems can be caused by information not being accurate or timely. 

This complaint is now simply for the principal of the matter. Moreso since I was told to do it by a representative of Round point themselves.

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