RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

I wish I could give a zero. I think Jesse James and Clyde Barrow runs this company. They have drained my escrow account, and have not told me where my money has gone. Yet they have charged me for an insurance policy by the Penguin, and won’t produce that policy. Absolutely the worst company I’ve ever dealt with.

I paid my mortgage last month. Apparently, there was an internet connectivity issue when I submitted my payment. Three days after the payment was made, I received an email stating my payment was late and that a late fee had been charged to my account. I logged back in and made the payment again. As soon as I made the payment for the second time, I called customer service to inquire about having the late fee removed as a one-time courtesy. The agent told me that this happens occasionally and that he would issue a request to remove the late fee and that I would be notified once it was removed, which would be within five days. I never received communication about the request. I logged in this month to pay, and the late fee was still on my account. I called in to inquire once again. I was told by the representative this time that the request had been denied, and I wasn't sure why I wasn't notified. He also stated that RoundPoint no longer issues courtesy refunds for late fees because clients "have been missing their payments on purpose and calling in to have the fees removed." It is very concerning that my mortgage is held by a company that obviously does not have any loyalty to its customers and, frankly, has zero customer service abilities. They won't even waive a fee for a once-in-a-lifetime mishap. They must really need that $72.95! I have also had issues receiving refunds after they double paid my insurance premium out of my escrow account. They just seem to want to hold on to my money so they can draw the interest on it. Additionally, RoundPoint, unfortunately, like many other customer service representative groups, has outsourced its call center. It is extremely difficult to understand their representatives through their thick accents. I am very disappointed with this company, especially since I am forced into giving them my business with how mortgages are constantly being bought and sold. Hurry up and please sell my mortgage again!

I didn’t choose RoundPoint Mortgage as my servicer—my loan was sold to them. Unfortunately, it’s been an incredibly frustrating experience. I requested the removal of both my escrow account and Private Mortgage Insurance (PMI) after meeting all documented requirements, including providing a Broker Price Opinion (BPO) confirming that my Loan-to-Value (LTV) ratio is well below the 80% threshold. Despite meeting all criteria, RoundPoint has delayed the process repeatedly by introducing new, unexpected requirements each time a previous one is satisfied. Most recently, they claimed that escrow and PMI could not be removed because my home is in a FEMA-designated disaster area—a stipulation that was never disclosed previously. They only brought this up after I had met all other requirements. To add to the frustration, my payment recently increased significantly due to a rise in my property’s assessed value, yet RoundPoint has not applied my Homestead Credit or adjusted my escrow payments accordingly. I feel that these tactics are aimed at keeping PMI and escrow on my account unnecessarily, and based on other reviews I’ve read, I’m not the only one facing these issues. If I had a choice, I would have chosen a more reliable and transparent servicer. I hope regulatory bodies can help resolve this, as direct communication with RoundPoint has led to nothing but delays and frustration.

I wish I could give a zero!! RoundPoint purchased our loan from FlagStar Mortgage, which included conditions that we are allowed to defer our taxes. In the State of Texas, an individual over the age of 65 is allowed to defer property taxes until the sale of the home. When RoundPoint purchased this loan, we were informed that the terms and conditions from FlagStar would remain in effect. In May, they contacted us and told us they were to escrow our taxes, which they were paying in violation of our contract. We provided them with the paperwork that indicated our taxes were deferred until we sold the property and permission from FlagStar, as well, to defer our property taxes. We never heard back from RoundPoint, so we "assumed" all was well. In September, they provided us with their Escrow Analysis, which indicated they had created an escrow account and paid the taxes for last year (2023) and escrowed next year (2024) taxes and raised our payment from $1700 to $2900 a month. We have contacted them and informed them that we are allowed to defer our taxes and NO ONE will talk to us about it. We have requested to be transferred to the Taxes Department but were informed there is no direct phone number for them and the only way to contact them was to send an email and request a call back. That was 3 days ago and we have heard NOTHING! How can they change the terms of our contract without first notifying us? According to their escrow analysis, our house payment will be increased over $1200 a month for the next fourteen months. This absolutely highway robbery!! UPDATED RESPONSE: At 5:00 AM on 10/24/2924 I sent an edited version of this to the email RoundPoint provided and have not received a response. 10/26/2024 - My husband received an email stating that they are going to review the issue with the tax department and will follow up with us soonest.

Roundpoint has been completely incompetent in working to provide me with the funds my insurance companies have provide to me for insurance claims. I have been interacting with their team for more than 4 months now to release more that $100k in funds to me to pay my contractors for the repair of my home after hurricane Ian (yes it is two years later!). The work is complete. Their customer service in insurance claims is incompetent. I get different answers every time I call. They refuse to allow to speak to a supervisor or someone on the escalation team. Once the someone has made a decision about a problem related to the claim, no one reaches out to me. Instead, I am expected to call in, only to find out that there is another problem, and no adequate explanation for how to resolve it. I did not choose this company for my mortgage servicing. My loan was bought out. Avoid this company like the plague.

Autopay Setup Confirmation: On June 27, 2024, I successfully set up autopay for my mortgage payments. I received confirmation that this was done. Unnotified Autopay Cancellation: At some point after this, Roundpoint canceled my autopay without notifying me. As a result, the payment for July was not withdrawn from my account. Lack of Notification: Unlike the confirmation I received when autopay was set up, I was not informed via email or any other immediate method about the cancellation. There was no notification until I received a letter via USPS around July 22-23, 2024—well after the grace period had expired on July 15, 2024. Payment Upon Realization: Under the impression that autopay was still active, I missed the July payment. Once I realized the issue in August, I immediately made full payments for both July and August. Late Notification: The cancellation notice, which arrived by mail, was sent around July 19, 2024—after the grace period had already ended. By the time I received it, the situation was already escalating. No Effective Communication: Roundpoint claims they called me regarding the missed payment. However, I did not receive any such calls. I checked my call history, and the only calls I received were from "Rocket Mortgage," which I mistook for marketing calls. Credit Score Impact: Unfortunately, this situation has caused my and my wife's credit scores to drop from approximately 780-820 to 670-700, creating significant financial stress. This drop has occurred despite having sufficient funds in my account and a 25-year history of never missing a payment. Lack of Resolution: I have contacted Roundpoint's customer service multiple times, but I am only receiving generic responses. My loan is current, and this credit score drop, which was entirely avoidable, is now severely impacting us.

They said they would automatically remove the PMI, but no, now they tell me that I need to write them and the process will take several weeks... So I been paying it for nothing expecting them to remove it themselves.

The applied a 30 day late to my credit because of escrow change. I was never alerted to the change. The sent mail the property address and not my home address. I talked with approximately 15 different agents, supervisors, leads, etc who have each promised a return call with a set period of time. Not 1 time has anyone called. Avoid this company at all costs!