RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

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.

EDIT: Roundpoint contacted me the day after this review was posted and resolved the situation. Thank you to both Roundpoint and Trustpilot. I have changed the rating from 1 to 3 stars. Original: My experience with Roundpoint Mortgage so far has shown them to be by far the most unethical company I have ever dealt with, and I see in their BBB and social media listings that I am far from the only one who feels that way. Like many others, at no point have I ever received a response to an email or a callback from a manager as they often promise. Their responses to complaints at the BBB and social media are all boilerplate, variations of -- please contact us to resolve this problem. However, I have contacted them many times over the past 8 months and counting, to no avail. Here is my experience so far on this still ongoing problem. Last year my neighborhood agreed with the County on a road improvement project, for which we would pay an addition to our property taxes of $542.34/year for the next ten years. On March 1 of 2024, when I received the assessment bill from the County, I sent an email to Roundpoint asking if they would pay this with my property taxes out of escrow, or if I should pay it myself. I got no response (as I have come to realize is normal operating procedure at Roundpoint), so I called Customer Service. The Agent informed me that, no, RP does not pay this out of escrow. Ok, no problem, I drove to the County offices and paid them by check for the first year. A few weeks later I got a call from the Tax Assessor to say that RP had paid, not just the tax for this year, but for the full 10 years, an amount over $5000. They also said they had refunded the amount of my check to RP (not to me). I immediately logged into RP and saw that they had completely drained my escrow account and there was a negative escrow balance. I called Customer Service to ask what was going on. They admitted that they had made a mistake, but said I would have to pay it back. I told them I was not in a position to do that (retired schoolteacher). I reminded them that this whole problem was the fault of RP, who were never supposed to pay all 10 years at once (and who had told me they weren’t going to pay it at all) and suggested 3 options: Get the money back from the County. Ask the County to apply it to my upcoming year’s regular property taxes. Increase my monthly payments to escrow by $45.20, so that the full amount would be paid back over the 9 years I had expected to pay. The Agent said they would put in a request with the Escrow Department. Of course, I never heard back from the Escrow Dept. but I called CS again, only to be told that the Escrow Dept. had denied all of these requests. But the Agent did mention that the most they could spread out the payments for was 60 months. So, as a compromise, I agreed to 60 months. The Agent put in another request. Of course, I never heard back, but when I finally called back, Escrow had agreed to 12 months, which would have increased my monthly payments by hundreds of dollars. I received a bill from RP with the new huge payment. I called CS yet again, reminded them that this whole problem was RP’s fault and asked why they wouldn’t agree to their allowed maximum of 60 months. The Agent put in another request, and told me not to pay the bill yet, that I had a grace period after it was due and should wait for a final resolution. Escrow this time agreed to 24 months, which still means more than $200 added to my bill every month for their mistake. Again, since this is their mistake, I can’t understand why they won’t give me the full 60 months they are allowed to give. The Agent suggested that I discuss payment options with the Account Resolution Department, but provided no contact info, and I could not find them by googling “Roundpoint account resolution department,” so I don’t know if that dept. actually exists. They also suggested I apply for Hardship Assistance and sent me an 11-page (I’m not kidding) packet of forms to fill out. The problem is that the only hardship I am suffering is having to deal with RP. I don’t qualify for hardship assistance (their qualifying categories are unemployment, divorce, death, or disability), I’m just a retired teacher on a tight budget. At this point, my only choices seem to be: Find some way to pay the outrageous monthly assessment that was not my fault Divide the amount of the 10-year tax bill that RP accidentally paid over 60 months and pay that, without their agreement, which means they will probably send it to Collection, which will ruin my credit rating, and probably end up in court. I see from other reviews that this seems to be how they bully customers into doing what they want.

I was called at approx 3:10 by a rep questioning the the delinquency on my mortgage. She was very abrupt. I called back with auto draft pmt, spoke to Kenya and she helped me understand why my payments were behind. I appreciated her patience. I am caught up.

I called in regards to a payment. The loan was purchased by you from Mr. Cooper. Found out through phone calls with both, that Mr Cooper posted the payment that Roundpoint should have recieved to another loan with Mr Cooper. Everything was straighted out and Mr Cooper would send the funds back to me. Everything was fine but the agent from Roundpoint was pressuring me to make a payment and acted like I wasn't going to make a payment. I made the payment and Mr. Cooper is the one that did not forward it. I will be making my payment. I have always made my payments on time.

Tasha was nice but asked for a payment that was already scheduled. Checking first would have negated the question..

My mortgage (previously held by Mr. Cooper) was just acquired by Roundpoint. Sign up was both confusing and challenging every step of the way, and their website is not as pleasant as other financial institutions. Perhaps most disappointing is that Roundpoint doesn’t support Mint integrations. A mortgage is a key element of most Americans’ financial portfolio, so it’s pretty frustrating that despite using Mint to track my mortgage since its origination, I can no longer do so.

right hand doesn't seem to know what the left hand is doing.

The design of the Recast form laking multiple points of information needed to feel assured all is correct and complete. Your Team member was excellent yet needed to double check all four questions. A direct phone number to the Recast Dept would have been extremely helpful. I am prepared to expand your shortcomings if you would prefer. Acc number is 1008508184 Tel 803-508-6336