RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

Terrible company. I would give zero if it was an option. Horrible customer service. I am still waiting for a call back which I was told would be 5-7 business days. 4 weeks later, still waiting?? Superior apologized that's it. Never addressed the actual concern. They raise the mortgage payment every 6 months. I did not choose them, they bought my mortgage and I'm stuck until I refinance. Do not recommend unless you like to be taken advantage of. Just disgusting all around

Not a fan of their customer service. Their bill got lost in the mail, so I didn't remember to pay it. They left me two voicemails but each time, the only message left was "representatives at 877-426-8806". So I thought it was a spam robocall because they use some garbage AI tool to leave messages that don't really understand how to wait until after the beep to leave a full message (didn't identify themselves or state the reason for the call). Then I finally looked up the number to see if it was legit, and called them back. I paid the late bill as soon as I realized it wasn't paid, and requested a courtesy refund on the late fee since the bill was not received (I finally just received the bill 3 weeks later). They said nope to the courtesy refund.

First of all, it is so hard to find the customer service number. There is no contact information listed on my account. It is as if they do not want to found. And then, the wait to talk to an agent and the phone menu with all the security questions which is again confirmed by the agent. There is no secure document upload facility (like home insurance declaration) in the online account. They gave me a shady sounding website link to upload. They should spend some money on providing a better service.

We recently fell on hardship so we applied for assistance. Our mortgage payment has doubled over the last 5 years. The process took weeks. Which is normal but we didn't recieve any letters or phones calls or emails in response to the information we sent it. They waited till the last few days of their 14 reply period to reach out. When I called to accept their offer of flex modification , the representative was very rude and short with me. She tried to pressure me in to making a payment right then and our payment wasn't due till October. She refuse to talk to me at first. Then when I've already given them the story and time lime she asked for it again , when I started explaining she then got an attitude and said " maam its a yes or no question" but asked for details on the situation. I got off the phone with her as fast as I could. I am calling back to make sure the information was recieved properly because she treated me like garbage and I believe it was because we needed help. Isn't the goal to help people keep their homes and good customer service. Im not happy with my experience this last phone call at all.

Worst company I have ever done business with. I have been waiting for my escrow overage check for more than three months after paying off my loan. Despite multiple attempts to resolve the issue and having the check reissued several times, they have still been unable to provide a reasonable solution. The customer service experience has been extremely frustrating. Every representative I have spoken with, including members of the escalation team, simply repeats policies and procedures without having the authority or willingness to actually resolve the problem. It feels like you are dealing with robots rather than people empowered to help customers. Waiting more than three months to receive money that is owed to me after the loan has been fully paid off is completely unacceptable. If you have a choice, I strongly recommend staying away from this company.

If there could be less than one star that's what I would have rated. Our mortgage was paid off when we sold our home. I called Roundpoint with the new address prior to the sale, as well as confirmed accuracy in our online portal. Three weeks after closing they sent our escrow refund to the prior address - the house we had sold. Despite the mail forwarding, it never reached us. Now they want us to stop payment, wait 10 days to confirm it isn't cashed, and start the refund process all over. Another 20 days to process. I've made 3 phone calls already to try to resolve. Still waiting for a call back from their escalation team. Going on 3 months now since we sold the house.

I only needed to borrow a small amount of money for a few months then pay it off. I decided on an HEI where the lender takes a percentage of the ownership of the house and pays me for that. I asked the closer what happens when I want to pay this off? This is what the closer said”If your home value appreciates you pay a percentage of the appreciation. If your home value decreases you pay back less that the original principal. That is it. Simple! Great deal” They made their money in points. Now payoff time- 5 months later. I am having a terrible experience. They never answer the phone and they called back once but did not leave a direct number for the agent so I never talked to anyone on the phone again although tried calling many times afterwards. The payoff amount is as of today almost $3000 more. They say that’s appreciation. First of all I only had the loan for 5 months, second according to their valuation paperwork my homes value is exactly the same as when I took out this HEI. Where is the appreciation? And lastly if Roundpoint is contesting they are due $3000 in appreciation that means my property value went up at least $30000 as they had entitlement to less than 10% of the house. $30,000 appreciation for my house in 5 months?? And what kind of confusion is this? According to your home valuation statements my home was valued exactly the same when I received the money and to pay it off. Exact same figure. I spoke to I believe her name is Karen who sent me a lot of gobblygoop and calculations to confuse me. Apparently the longer you take to pay off the loan, you get a different payoff quote each day!! And it goes up of course every day! I am repulsed and appalled. I should have checked your reviews before we chose them. Now I will have to find out which regulatory agency I need to contact to get that extra $3000 they attached on dropped. Karen stopped emailing me when I asked her for a detailed appreciation report of the home. She did tell me they can provide that, but when I asked I got nothing. Look. At. These ratings OMG they have a lot of nerve!!

Of the several lenders that have serviced my mortgage, Roundpoint is by far the worst. Their customer service team is incompetent, their managers deflect, and nobody bothers reading their emails. If not for my rate being completely unattainable, I would have switched lenders long ago.