RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

If I could give zero stars, I would. This mortgage company has made what’s already a difficult time even more frustrating and stressful. After our home was affected by a flood, our insurance paid out the claim—but instead of releasing the funds so we can repair our home, this company has done nothing but stall and make excuses. Every time I call, they claim they're missing a document that I’ve already submitted—more than once. They even cancelled my inspection the day of, and I only found out because I called the inspector myself. Turns out, the mortgage company cancelled it without notifying me. When I followed up, they again said they were "missing documents"—the same ones they’ve already received! Their idea of "scheduling an inspection" apparently means waiting 5–7 business days just to schedule it, which is completely unacceptable given the situation. It feels like they’re doing everything they can to delay releasing the funds—probably so they can hold onto the money and collect interest. This company is disorganized, dishonest, and clearly not acting in the best interest of their customers. I would not recommend them to anyone. If you’re dealing with disaster recovery, the last thing you need is a mortgage company making it worse.

I have called your 877-426-8805 four (4) times regarding my account. I have spoken to 4 different Roundpoint personnel. None have been helpful. I have not received any of the information requested (below), and all I do get is delay, delay, delay. Mar 17 Spoke with Paulie-He said it would take a few days and also suggested I put my request in an (below) Mar 20 Spoke with Ton-He stated that my requests would be completed and emailed to me by Mar 26. I complained about the delay and he had no answer. Mar 26 Spoke with Jasmine-She stated this was a "complex issue" and it would take until April 4th to complete. I asked to speak with a supervisor, and she stated one was not available, but one would call me within 24 hrs. No one ever called............ Apr 03-Spoke with Jazz, he informed me he could run a payment history form Jan 20204 to present and that would take 3 business days. Then my request for an escrow analysis would take an additional 10 business days This is horrible customer service. I would like this issue to be escalated and the requested information delivered immediately.

Unfortunately, there is not "0" rating. As a business executive and homeowner for 50 years, and at the risk of hyperbole, I must say this is the most poorly managed, if not criminal, organization I have interacted with. Despite all their exhortations about providing excellent customer service, it is terrible. This is the second time I have had the misfortune of a home mortgage being with them. When I learned that my current bank loan had been acquired by RoundPoint, I groaned. Not again, please god. Sure enough, despite paying on time by automatic withdrawal from my checking account, I get a notice of no payment. I have been trying with no success for SIX MONTHS to resolve whatever the issue is. Attempting to do this on the telephone is impossible--different responses, different amounts of money supposedly owed each time. I finally received an "escrow analysis" I had requested. A computer print out, the type was so small and faint that neither I nor my accountant could read it, even with a magnifying glass. I was told that was all that was available. I could go on and on, but eventually I wrote a letter including my documentation of my escrow amounts for taxes and insurance and requesting a written explanation from them why their amounts are different. I sent this to the CEO, CAO, head of servicing and a supervisor two months ago (it's impossible to find any of this information on their website, nor would anyone provide it on the telephone). So far, silence. I received a "secure" email from RoundPoint, but by the time I saw it during the day, the short time frame for opening it had expired. I can no longer get into my on-line portal because I lost my password and the system has some glitch that prevents me from creating a new one. I have now hired a lawyer and filed complaints with state and federal agencies. I can only hope that whoever the incompetent and/or criminal individuals running this organization get their due.

RoundPoint Mortgage and RoundPoint Mortgage Servicing are unethical and I believe criminal. I have always paid my mortgage payment one month in advance. But when it was sold to RoundPoint, they would not send my next month's bill until a week or ten days before it was due. I always paid this bill immediately, but sometimes due to USPS delays, it would not arrive until after the first of the next month. RoundPoint then charged me a late fee and would not refund these fees. They also began erroneously charging me an entire monthly fee that I had already paid and, despite showing them that I was completely up to date by presenting photos of my payment checks, they denied my appeal. And since I refused to pay this double fee on my statement, they then continued to bill me late fees. I eventually became so upset about this that I paid off my loan and all unfair charges completely just to be rid of them. Even so, after paying my mortgage completely, I got at least one monthly statement from them and solicitations for me to purchase homeowner's insurance through a company they are associated with. I am now in discussions with an attorney about suing them, and I intend to have the same discussions with the County Attorney about criminal prosecution. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY! THEY WILL STEAL MONEY FROM YOU! Thank you.

I received a letter from Roundpoint stating my mortgage had not been paid. We do autopay so I quickly checked with our bank and saw that the transaction had in fact been processed. When I was able to reach someone they were able to explain that the amt had gone up slightly and my autopay wasnt enough, so there was a small amt still owed but they wouldnt process it unless they had the full amount. And because they used mail to alert me Of the matter I had now also incurred a late fee. The letter was not clear, it should have detailed the exact issue. Instead I had to wait for them to respond to my emails to clear the matter up and still ended up paying a late fee. The rep was helpful but the process is not client friendly.

The bank where I had my mortgage sold it to this company, rude/unprofessional customer service, I had my own escrow with previous lenders and Round point push you get theirs and is always looking for ways to penalize you. Do not recommend it, terrible mortgage company

Absolute scammers. Just opened a case with the CFPB and BBB. Also looking into lawsuit options. Had an insurance claim. They conducted an inspection that came back 100%. Agent confirmed inspection passed and insurance funds will be released. A week later, I get calls from inspection companies saying Roundpoint has scheduled more inspections. They apparently screwed up some paperwork and now want to hold my insurance funds another couple months. Timeline I was given: “After inspection, we will take 3 business days to review, 3 business days to release the funds, then it takes us at least 30 days to mail it to you.” Stay away. Customer service is utterly useless as well. Edit: they replied with typical copy/paste response and they have 0 intention of actually resolving the issue. I’ve been promised a manager call as well but nothing so far.

Business practices are shady at best. they changed my autopay amount, leaving a balance. did not accept my next autopay. Did not tell me about this as it is against company policy to leave a voicemail? What? And the couldn't email me because it seems that is just for sending advertisements to look for lower insurance rates. Customer Service was a joke. 25+ minute phone call with the rep just repeating herself. Flag Star Mortgage, which was a GREAT company, sold my mortgage to this incompetent company. I can't wait until they sell my mortgage to someone else. Stay away from this company, if possible. if your mortgage is sold to them, be diligent and check your account often on their website.