Consumer complaint received 2026-04-06 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: DE

Complaint narrative:
On XX/XX/year>, a snow blizzard caused multiple trees to fall onto our property, destroying our fence. Our insurance provider, XXXX XXXX, issued a check in the amount of {$40000.00}, payable to my husband, myself, and RoundPoint Mortgage, as required under our mortgage agreement. Per the companys process, we were instructed to send the endorsed check along with a completed insurance claim package. In return, we were to receive an initial disbursement of {$40000.00} to begin repairs, with the remaining balance to be released upon completion and inspection. Timeline of Events : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Spoke with a RoundPoint representative ( Cil ), who instructed us to submit the check and insurance claim package. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Completed and submitted the insurance claim package; received confirmation email of receipt. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Check was delivered and signed for by RoundPoint. After receiving no updates, we made multiple follow-up calls : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We were told the insurance claim package had not been receiveddespite confirmation. * We were transferred to the Escalation Unit and connected with XXXX XXXX, who also indicated the documents were not visible in their system. * We re-sent the package multiple times, including directly to XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX A representative, XXXX, identified that XXXX XXXX had possession of the documents but had not processed them. She attempted to move the process forward, acknowledging delays. From this point forward, we received repeated and conflicting information regarding the status and mailing of our check : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Told check would be mailed XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Told check would be mailed XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Told check was mailed XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Told check was mailed XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Later that same day : Told check was mailed XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX As of today, we have * * not received the check * *, and therefore can not begin necessary repairs to our property. This experience has been both frustrating and concerning. The lack of clear communication, inconsistent information, and absence of ownership from the staff have created unnecessary delays during an already stressful situation. At no point did we feel that a representative took responsibility for resolving the issue or ensuring continuity of service. Beyond the operational breakdown, this situation highlights a broader opportunity for improvement within the organization : * * * System competency : * * Staff appeared unfamiliar with internal processes and document tracking systems * * * Accountability : * * There was no clear ownership of our case * * * Client support : * * The experience lacked empathy and responsiveness * * * Trauma-informed awareness : * * Situations involving property damage, financial strain, and disruption to ones home environment require a higher level of sensitivity and care As a professional who works nationally in trauma-informed leadership and systems transformation, we recognize that moments like these are critical opportunities for organizations to build trustor erode it. At this time, we are requesting : 1. Immediate confirmation of the status and location of our check 2. Expedited reissuance of funds, if the original check can not be accounted for 3. Clear communication from a designated point of contact who will oversee resolution 4. A review of this case to prevent similar experiences for other customers We entrusted RoundPoint to act as a responsible partner in facilitating necessary repairs to our home. We expect timely action, transparency, and accountability.

Company response to consumer: Closed with explanation