Consumer complaint received 2025-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: RoundPoint Mortgage Servicing LLC
State: TX

Complaint narrative:
in XXXX of XXXX I received my mortgage statement indicating a change in the payment receiving address. I use online billpay through XXXX XXXX, so I logged in and changed the payment address. On XX/XX/XXXX I submitted my payment for the XX/XX/XXXX due date via online billpay and XXXX XXXX site showed it would be a paper check. On XX/XX/XXXX I received multiple calls from my mortgage company, Roundpoint Mortgage, indicating my payment was not received. I called the bank and they confirmed the payment was submitted. I put a stop payment on the check, logged into my Roundpoint online portal and made the payment, including the {$38.00} late fee directly with them. On XX/XX/XXXX my online billpay was submitted for the XXXX payment to Roundpoint. This time the billpay system indicated it would be an electronic transfer. On XX/XX/XXXX, I received a call from Roundpoint Mortgage indicating my payment was not received. I contacted the bank and provided the Proof Of Payment to Roundpoint. After their research they indicated it was never received and blamed me and XXXX XXXX for doing it incorrectly, even though all the information on the Proof Of XXXX indicated 100 % correct. I logged into their portal system again and submitted a payment including the {$38.00} late fee. On this same day, XX/XX/XXXX, my online billpay payment from XXXX XXXX to Roundpoint was also processed for the XXXX payment. It was also supposed to be an electronic payment. On XX/XX/XXXX, it still had not posted, nor the previous payment either so I logged into their online system and made an on-time payment for the XXXX due date. I called Roundpoint again providing another set of Proof 's of Payments for both the XX/XX/XXXX and the XX/XX/XXXX payments. They said they did not receive it. I got a manager on the line who I told that ever since the payment address changed, they haven't gotten any of my billpay payments. He indicated they have a vendor that receives the payments and that they have not received it. In spite of XXXX XXXX proving it was sent on time, with correct funds, to the correct address and with the correct account number. He said I needed to ask my bank if they had refunded me the payment, which they have not because they submitted it correctly and have not been given the funds back either. He said I need to talk to my bank about submitting it correctly because it is not Roundpoint 's issue. I told him this never happened until the address change. Why did it change? Who is receiving the funds now? Have they been looked into on this exact issue with MY account regarding this new vendor? I have NEVER made a mortgage payment late in my life. I have an XXXX XXXX XXXX showing the unlikely-ness of that ever happening. My bank, XXXX XXXX, says they can not get the funds back. My mortgage company, Roundpoint Mortgage, says they never received it and can not apply the payments to my account. This is fraud.

Company response to consumer: Closed with explanation