Consumer complaint received 2024-11-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: RoundPoint Mortgage Servicing LLC
State: FL

Complaint narrative:
Roundpoint Mortgage Servicing LL XXXX XXXX XXXX XXXX, NC XXXX Loan Number : XXXX : Escrow Disbursement Dispute Good afternoon, My name is XXXX XXXX XXXX XXXX, owner of property address : XXXX XXXX XXXX XXXX, XXXX XXXX, Florida XXXX. I currently hold a mortgage loan with RoundPoint Mortgage Serving LLC. 

Statement : On XX/XX/XXXX a letter was drafted and mailed to me by RoundPoint stating my home require flood insurance due to a flood map revision " REMAPPING '' issued by the Federal Emergency Management Agency ( FEMA ). The letter stated " If proper evidence of acceptable flood insurance is not received within 45 days of the date of this notice, we will purchase coverage at your expense effective XX/XX/XXXX. '' Upon receiving the notice I contacted my insurance agent, XXXX XXXX XXXX XXXX XXXX, and we secured flood insurance for my home. The policy was submitted to RoundPoint ( see attached and paid by RoundPoint using my RoundPoint escrow account. ) The effective date of the policy is XX/XX/XXXX, which is within the 45 days of the notice. 

On XX/XX/XXXX a letter was drafted and mailed to me by RoundPoint stating " we have not received the insurance information we previously requested for the property location shown above. At your expense, we have purchased the flood insurance described below to protect our interest in the property, as required by the Flood Disaster protection Act of 1973, as amended, ( FDPA ). '' ( attached ) XX/XX/XXXX, I received the letter dated XX/XX/XXXX which stated flood insurance was purchased on my behalf for the period of XX/XX/XXXX to XX/XX/XXXX in the amount of {$210.00}. This is clearly an error on RoundPoints behalf as I had already secured flood insurance and it was paid by RoundPoint. I called my insurance agency who called RoundPoint and was told it was an error and it will be corrected in 15 days. I also called on XX/XX/XXXX and spoke with XXXX and voiced my dispute as well. I was told that RoundPoint will followup and address the matter. 

On XX/XX/XXXX, today I received the below email stating an escrow disbursement was made from my escrow account in the amount of {$210.00}. ( attached ) On XX/XX/XXXX, I called roundpoint and advised them about the situation above and expressed I am disputing this matter. I spoke with XXXX XXXX and XXXX XXXX. I was told to send an email with my dispute. On XX/XX/XXXX, I prepared my dispute and emailed roundpoint. Roundpoint replied acknowledging receipt of my dispute. 

On XX/XX/XXXX, my insurance agency, XXXX XXXX of XXXX XXXX called and spoke with your customer service for 52 minutes. XXXX called XXXX. XXXX requested this matter be escalated and resolved. XXXX advised she was unable to resolve this matter and has exhausted all resources on her end. 

On XX/XX/XXXX, I emailed roundpoint and notified them I will be filing a complaint. 

I did not give Roundpoint permission to obtain flood insurance on my behalf. I complied with the notice to obtain flood insurance within 45 days as stated. I did not give roundpoint permission to use my escrow funds to purchase this insurance. 

Roundpoint has been engaged in unfair and abusive practices against me. I respectfully request this matter be investigated and that roundpoint replace the escrow funds they took without my permission ( {$210.00} ) It is not unreasonable for me to believe this has happened to other customers and I beg your agency to look into this matter further. 


Sincerely, XXXX XXXX

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