Consumer complaint received 2026-06-01 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:
Per our last complaint, it was for the company to locate hazard insurance documentation that was provided to them in XX/XX/XXXX. Conversation to get it found took place on XX/XX/XXXX and spoke with XXXX. He stated they were going to remove the lender placed insurance now that they located the new insurance documentation they had implemented/not implemented. We had received 2 notices, 1 dated XX/XX/XXXX and a 2nd notice dated XX/XX/XXXX stating they had no record of hazard insurance because our other one had expired and XXXX could not explain why. Received correspondence dated XX/XX/XXXX stating they removed the lender placed insurance effective XX/XX/XXXX. At the end of XX/XX/XXXX, we received a check from our, what we thought, previous hazard insurance company XXXX in the amount of {$3500.00} thinking it was an overpayment. Of which we have not cashed it for just in case. XXXX XX/XX/XXXX we received an escrow analysis from Roundpoint mortgage dated XX/XX/XXXX stating we are now short in our escrow account in the amount of {$3400.00}. My wife called the mortgage company on XX/XX/XXXX to get an explanation of this shortage because by this date they fixed the missing insurance documentation. The lady in the escrow department explained to her they received a renewal policy payment request from XXXX XXXX XXXX Exchange prior to XXXX and paid them in the beginning of XXXX in the amount of {$4300.00} and emailed me a copy of the payment receipt and evidence of insurance from XXXX to XXXX. Mind you we just got new insurance called XXXX in XX/XX/XXXX that they received information for and then lost it and found it when she called the mortgage company and spoke with XXXX. At this same time we thought XXXX was canceled because we had filled out a cancelation request form. From that time until the beginning of XXXX we were receiving the notices about having no hazard insurance on their record. But paid XXXX in XXXX to renew that policy and still insisted on sending us those notices of not having insurance. XXXX from Roundpoint mortgage did not mention XXXX was paid. When my wife called Roundpoint mortgage again on XX/XX/XXXX they had no reason behind why they sent those notices of not having insurance. Ive attached everything we have received pertaining to this insurance discrepancy. And now come to find out XXXX was never canceled but will soon be and my mortgage company has yet to get their act together. I will be getting my escrow account up to date but this insurance problem is an inconvenience trying to figure where the missing pieces are and to get it cleared up. Unnecessary stress from this mortgage company. How are they going to say we didn't have hazard insurance because our policy expired when they had documentation from XXXX and paid XXXX in XXXX to renew that policy and have the nerve to send those threatening notices. Still waiting on a response from our last complaint.

Company response to consumer: Closed with explanation