RoundPoint Mortgage Servicing

when my loan got transferred to Roundpoint, I read all the negative reviews, and flipped out. lol I called my lender, and she said they were a reputable company, and most of the people complaining were people who didn’t pay their bills on time.
I can’t speak for the rest of them, but Roundpoint has been fantastic with me. I have had ZERO issues with them. Set up automatic withdrawals and forget about it.

These people are the worst. I had my mortgage with them for a few years with no impound account. In July 2015 they did an escrow analysis and started charging me for an escrow impound account. I refinanced elsewhere and am still trying to get the nearly $ 800 they took from me (which was never forwarded to my taxes or insurance). Sent two emails and spoke to a supervisor who said she would put in a research ticket… and still have no response from them! Seems like my next step is a lawyer.

Where should I start… Roundpoint Mortgage Servicing Corporation bought my loan from Pinnacle Capital. Shortly thereafter I was advised by Pinnacle that I would be receiving a welcome package from Roundpoint. It’s been two months, I have yet to see any package. I decided to call to inquire about the package. It was one apology after another. By the way this company is outsourced to the Philippines making life that much more difficult. After receiving the welcome package two weeks later. I was able to set up my info online. I set up auto debits which were going good. Until I made a date change which apparently didn’t update on their end. I find this hard to believe, being it’s their server I’m logging on to. Anyway, payments were originally set up to on the 29^th of the month. Days before Christmas I decided to change it to the 1^st of the month. I went ahead and paid Jan manually thinking the new debit dates were accepted. Low and behold, as I’m reading my bank statement I noticed two debits for the same amounts. One on the 1^st and one on the 5^th. I contacted RP right away, only to be told it takes 3 – 5 business days for payments to process through the systems. In the meantime, you can send us your bank statement showing the two debits and overdraft fees. I sent them the proof only to be told it will take five business days from the day the payment posts to process a refund check. They couldn’t answer why my account was debited on the 5^th when it was always the 29^th of every month. I’ll be looking for a new mortgage company as soon as I get my money back. As I read other posts I see a common factor about their staff. The customer is always wrong!

I also would like to rate this company zero stars, but that isn’t an available option. Since Roundpoint Mortgage Servicing has taken over the servicing of our loan we have had one customer service debacle after another. When I’ve called customer service, I’ve been told that the customer service representative couldn’t see the online screens that I was having issues with understanding. I’m not sure how a customer service representative is supposed to be able to help customers if they do not have access to the same screens as the customer. Most recently I checked my online loan activity and saw that there had been a large disbursement that was not clearly identified in the loan activity online. I sent a message to RPMS and they provided the explanation that after completing the annual escrow review of our account we had an overage of just under $ 1000 and they sent us a check for that amount. The escrow analysis statement had not yet been loaded online so I was not able to verify that the information was accurate. Just a few days ago we got a letter that basically said «Oops, we screwed up and your escrow analysis was incorrect because we forgot to factor in the property tax disbursement that was made around the time of the analysis. » In the letter, we were told that we needed to send back nearly $ 700 and if we don’t send the money a shortage will exist in our escrow account and that our monthly payment would be increased to cover the shortage. The letter went on to say IF we return the money, RPMS will reanalyze the escrow account and THEN confirm the accuracy of the escrow contribution component of our monthly payment. — It sure sounds like they already have done a «reanalysis» of the escrow portion of our account and determined that we now have a nearly $ 700 shortage — or they wouldn’t have asked us to return the nearly $ 700 — so why couldn’t they have sent the reanalysis with the request that the money be returned. Sure seems shady and underhanded to me. We will be exploring our refinance options at the earliest convenience. Stay as far away as possible from any mortgage broker who uses this company to service their loans — turn and run as fast as you can, because if not your experience will be miserable. Even though this company is not BBB rated, I’ve filed a complaint with the Charlotte, NC BBB regarding this issue.

I hope it gets better my loan got sold to Roundpoint so far it has been an horrible experience

Wish I could put no stars. Our escrow went up and they never contacted us. Instead sent us a letter started our mortgage hasn’t been paid in 2 months. We contacted them and the lady on the phone was useless. She said our payments weren’t received in June it’s now October but our bank shows all the ach transactions. She tells us we still owe because of escrow increase. We paid it while we were on the phone thru our bank and they still reported it to the credit bureau. We are filing with bbb and going to refinance at our credit union just to leave them. They need to be closed down. Screwing up payments and filing claims that are unnecessary and ruin credit for people that actual pay all our stuff early. I can see this is an issue with many people. Let’s file a class action against them.

The servicing of my mortgage was unfortunately transferred to Roundpoint. Day 1 and there are already issues. We recently closed on our home and had paid one year upfront homeowners insurance. But I received a letter in the mail from our insurance company stating that Roundpoint decided to change it and escrow our payments. BUT we have already paid and we NEVER had an escrow account in our original loan. They are closed today and I plan to call tomorrow and alert them that I called the insurance company and changed it back to non escrow. If they 1) understand this 2) change it back to non escrow and 3) I receive no penalties or fees, I will update this review. If they don’t, I plan to alert the NC Banking Commission, BBB, the CFPB, the President (Dave Worrall) and every other organization and person I can find (via Linkedin, Travistock, public records, etc) that is related to this issue. The reviews (and the incompetence of the person on the phone who called me to ‘Welcome’ me to Roundpoint) have me at guard from the very beginning. We are actually considering refinancing with another company who won’t sell the mortgage to avoid what seems to be never ending issues. I plan to be very vocal via social media outlets about this as that seems to be the only form of power consumers have since you can’t change your mortgage servicing co.

Had to provide documents multiple times during escrow when timelines were tight.
RP was not disbursing my PMI to their provider, which lead to a mistake on my tax forms.
RP did not get back to me with a PMI question. Rep was unable to answer on the phone, said they would get back to me, never did.
RP actually included my wife’s CAR INSURANCE in our escrow after I added her to my car insurance policy. Yes, they actually did that. I caught it. Surprising that no one from RP thought it was weird that our hazard insurance when from $ 600 to $ 1200.
RP underestimated our monthly payment (taxes and homeowner’s insurance) by over 5%. So much for that good-​faith estimate.
Wouldn’t lend from them again.

After listening to the latest conversation my wife had with this company I’ve decided that I’m going to refinance and get away as fast as possible. I don’t care if it costs me money, I don’t want to give them another dime.
A few months ago we got our statement and it was almost $ 100 more than it should be. We called, got one story, called again, got another story, this happened about five times.
Even after we figured out why this happened, and made the appropriate adjustments it seems to not matter.
My wife finally did reach someone helpful in their insurance office, she went above and beyond to try and help get our issue settled. She conference called my wife to the customer service dept. this broad was rude from the get go, literally went off on the insurance person that was trying to help, she demanded that she hang up and let her deal with my wife. The lady couldn’t because it disconnect my wife’s call. Rude ass kept saying that she can just call back. Needed up demanding to speak with another supervisor named «Marco». So he gets on, she goes off, he’s like «really, you’re doing this with a customer on the phone?»
Bottom line is the people in that viper pit of a customer service office must get off on jerking people around and providing minimum service possible.
I refuse to feed the beast that is roundpoint any longer. I am going to refi with someone like USAA etc… At one point I was determined to call their corporate office and set shit straight if my next payment was incorrect. But after our latest experience I’m convinced that their unethical business practices is systemic throughout the entire organization and escalation of my issue will probably be an exercise in futility and lead to only more confusion and inept service.
This is a 30 year pain in the ass I don’t want to deal with. I bet they have a real shitty CEO too.

Horrible customer service!
Over a month since I paid off the loan and still no check for the escrow funds. This is fraud.

I know I’m the only person in this crowd that isn’t angry with RoundPoint for one customer service issue or another, but maybe that’s related to people only reviewing mortgage companies when they are angry. Check my other reviews and you can see I too have had a bad mortgage experience with another provider. Regardless, Round Point acquired my loan about a year ago. Truthfully, I have had to call twice about a discrepancy in my payment amount or the escrow balance being incorrect. Not sure I love that it got screwed up somehow on two occasions, but I can say that the customer service people I worked with on both occasions were helpful, gave me a clear resolution time and delivered on it. To that end, I have been happy with my service there. I also like the online bill payment system. It’s clear and flexible with how I apply my payment. They are a step up from my previous provider.

THERE NEEDS TO BE A ZERO STAR FOR THIS COMPANY.
This is the worst company ever;
Operates like a black hole.
I have had this company since March 2014– it was transferred to them as i did a refinance on my home.
it took them forever to set up my Biweeekly schedule– 15 calls later and speaking to30 different people.
Very unorganized– unprofessional business this place is.
Stay away from this company– in my case i did not have a choice– MY BAD LUCK!
Paperwork is outdated and this is just a– frikking– COLLECTION AGENCY LIKE OPERATION– DISASTER TO SAY THE LEAST.
Then i refinanced again and paid off the loan– its been 1 month and i still haven’t received my balance check from them– every time i call its something new– check is in mail– check is in suspense account– check was mailed 3 weeks ago–
LIES ON AND ON AND ON AND ON– UNREAL!
HELL IS NO WHERE BUT– ROUND POINT MORTGAGE SERVICING.
THEY WILL MAKE U RUN AROUND– ROUND AND ROUND AND ROUND AND ROUND–
CIRCLE JERK COMPANY FOR SURE!
BY THE WAY STILL WAITING FOR MY CHECK!

Our loan was transferred to RoundPoint from NCUA and ever since then we have been consistently harassed and threatened via telephone and mail. As of January 2013 our loan with NCUA was transferred to RoundPoint Mortgage Corp. Since that time both myself and my husband have been harassed with phone calls and letters with threats to report negatively on our good credit if we didn’t pay an extra payment because their system shows a payment is missing. I have provided copies of our bank accounts showing every payment was not only made, but, that they are set up and paid automatically via online bill pay with our banking institute. The payments are electronic payments so the funds are immediately in their account. I have faxed and mailed copies of our statements. I’ve filed formal complaints with RoundPoint the FTC and Charlotte BBB. I have spoken to countless representatives of RoundPoint inquiring as to which payment specifically they claim is missing. I have been told a different answer by each representative. Initially, it was the Nov 2012 payment that was paid to NCUA, then the Dec 2012 payment. Thereafter, I have been told it was the February 2013 payment and the April 2013 payment. We have received countless phone calls and each representative claims to not have any knowledge of all the information I have provided and will not let me speak to a supervisor. If I persist they will then relent and say they can see in the notes in the system where I have provided copies of my bank statements. I have contacted our banking institute and opened inquiries on each individual payment. I filled out a Third Party Authorization form with RoundPoint allowing them to discuss our account with a representative of our banking institute. I have provided copies of the Oct & Nov checks paid to NCUA as those were the payments needed per the conversation between RoiundPoint & our Bank representative. In addition to speaking to representative on a near daily basis since January 2013, I have asked to speak to a supervisor and am always told «they’re in meeting.» When I asked how it was possible that they were always in meetings January through April every time I am speaking to a representative the girl told me, «well, they’re meetings are back to back.» THey are threatening foreclosure, threatening to report us delinquent to the credit agencies and the only solution we’ve ever been given is «pay an extra payment.» The issue is within their company, they can’t tell me specifically which payment is missing, as I stated each representative says it’s a different one. During one phone call I was told their system shows all the payments were made but the April payment shows «blank.» When I asked what that even meant, she said, it looks like someone entered the payment but not the amount paid! How am I supposed to rectify problems within their system? I have done everything I know to do to provide proof of our payments. We are being treated as though we are bad debtors. We are being harassed with threats of ruining our excellent credit if we don’t comply to their «solution» of paying an extra payment.” Their representatives are not helpful but refuse to let me speak to a supervisor. Most recently when I complained about the consistent phone calls and the fact that I had provided all proof of payments the representative said, «I can see where we call you a lot & I will remove your number from our system so we won’t be able to call you.» While I appreciate the idea, it does not solve the problem that they’re not fixing their system to accurately show our payments have all been received. I have sent faxes to various representatives and departments… Rodney, The Cashier’s Dept., Jeffrey Engstrom & The Payoff Req Dept. in the hopes that someone in any of these departments will follow through on this and make sure it is properly resolved. I have spoken to Amanda, Julie, Jonathan, Jason, Rodney & Yosef in addition to others I wasn’t able to write down. Even after all this they still continue to threaten us with foreclosure and a negative credit report!

I hope I do not regret this move but I am now on 65 days into my refinance and have not closed, I was told it would take about 30 days!!! I send in everything I am asked then someone else will ask for the same paperwork so I refer them back to the first then I find out he no longer works there and my paper work is in limbo. I feel like canceling but would hate to start over. Let’s see what happens in the next 4 days which is suppose to be sign paper day, then who knows how much longer!!! Will not recommend,

Round Point bought my mortgage 3÷1÷14. This is my second home and fourth mortgage company as the mortgage for my first home was bought as well and I have refinanced both my first and second homes. So it was extremely disappointing that since my mortgage was purchased by Round Point, I have had nothing but trouble. 5 phones calls in 60 days has still not fixed my login issues so while Round Point has no problem matching my loan information to my bank to withdraw my monthly payment, I have no access to my loan information on their website. I have been told a ticket with the IT help desk has been opened on two different occasions and email sent to call center agent’s supervisor. This was after agent put me on hold to try to figure out what problem was and then to ask me what my password and login was so they could try to login in as me. I have never had someone ask me my specific user id/​password info before. I am sure this is my fault, but I tend to use similar if not the same user id/​passwords for my various logins and I am not getting feeling very comfortable wondering how many people have access to the tickets opened on my behalf with my specific user id/​password listed. Also not feeling to confident in Round Point’s security as I don’t understand why it would take more than 60 days to fix a login issue. To add insult to injury, I was told someone would contact me to let me problem was fixed, but if I didn’t hear back from anyone in 2 weeks and was still unable to login, I should call back. Why should I keep calling back for an update on an issue with Round Point’s website? I am seriously thinking of paying closing costs and refinancing my loan just so I can switch mortgage companies.

Received a letter in mid-​February that Round point would be the new servicer of my mortgage. All documents, NEW loan Account number are to be to a new client 15 days before the start of the new account. It is March 11^th, 2014 and I have no information on how to pay my home loan. I have emailed and called and I keep being told that the documents will arrive this week. Well, the weeks keep rolling by and the interest on my loan is growing and my payment is late but I am told that this will not be recorded if I make my first payment within 60 days of the servicing transfer. I am scared of working with this company on something so important as paying my mortgage. So far, they have not produced a thing to help me. I have a feeling I will need to remain vigilant with this company to make sure my credit is not tarnished by their lack of organization.

Terrible company stay away if you have a choice!!! I did not have a choice as our loan was sold to Roundpoint. First problem: they paid the homeowners insurance from escrow account, Usually not a problem but I DO NOT HAVE ESCROW ON MY LOAN. Have not done escrow for 22 years. Now imagine the mess between my insurance company and Roundpoint with me in the middle. Roundpoint still has not fixed this after weeks of trying. Second issue: My wife while calling on the insurance issue was told the cannot discuss it with her because her name is not on the loan. What??? We have been married for 24 years and have always been joint on the mortgage. When we called and talked to someone named Steven we were told it is our fault for not noticing this sooner. Talk about a rude and unprofessional person, this guy is it. Asked for documentation to show the error fixed and he told us no he can’t send us anything. A mortgage company the won’t send documentation!!! Third issue occurred later the same day. We got a default notice from Roundpoint in the mail! In 25 years of ownership of several properties we have never been late or missed a payment, After leaving many messages with many different people at Roundpoint guess how many have returned calls? ZERO!!! These are significant legal issues and it is going to cost me thousands of dollars to get out from under this horrible company. Let alone damage to my credit report. STAY AWAY!!!
I was also told, as another Unilocaler was, this was posted to the wrong company even though they have the same physical address and website so I too will post to both. Wish there was a ZERO STAR option…

I wish Unilocal had the option to give zero stars, because I’m so passionate about this review, it pains me to even give them 1 star.
My former mortgage company (Cobalt) has been fabulous since I purchased my home in Oct 2011 (first-​time homebuyer). I was bummed when I rec’d notice they were transferring to Roundpoint in early Dec 2013. But, I know this happens and is normal.
First and foremost, I could not even get a human rep on the phone with the # provided on the letter. I had to dig and Google alternate numbers to get a human. I was then told I had a 60-​day «grace period» by this rep to get everything set up and not worry about mortgage payments, late fees until 2÷3÷14. Okay, great! I documented this, of course.
Last Friday, I find a «Confidential» door hanger on my front door. WTF? I open and find myself «delinquent» w/​Roundpoint? What??? I call them today and speak w/​Crystal. She was pretty blasé and tells me I owe almost $ 3k in back mortgage and basically that I must have misunderstood or gotten bad info last Dec. I calmly read back my documentation to her. She again apologizes.
Long story made short — I still need to cough up the back $, but can do it over 3-​mo period to soften the huge blow.
Guess I wouldn’t be so passionate if I was working right now, but I’m on Short Term disability due to ACL surgery and only getting 60% of paycheck. GREAT fucking timing!!!
I’m not impressed and very upset w/​this entire situation. I’m not a person who would just blow something like this off. I want my Cobalt Mortgage back. :(

I was asked to write the review here instead of under Roundpoint Mortgage Company because even though they have the EXACT same physical address, website, and email domains… they are in fact not the same company… really!!! But ok i’ll just leave this review up under BOTH sites.
My loan was transferred from a GREAT mortgage company to Roundpoint late last year. Since then a NUMBER of problems have happened with my account.
1) When my loan was first acquired i began to receive calls that i had not paid my last payment to my PREVIOUS mortgage company. I told them I paid the last lender and that whatever is wrong needs to be worked out between my previous lender and roundpoint. I received a call EVERYDAY for 3 weeks regarding this issue. Every person i spoke to would say they would make a note of my payments and check with my past loan provider. No one ever called them. I provided check numbers of the payment and transaction numbers, they still called. Finally i called my previous lender myself, they told me ROUNDPOINT NEVER PAID FOR MY LOAN. I was getting calls about a loan that they hadn’t even funded completely. How does something like this happen?
2) Roundpoint begins telling me i don’t have hazard insurance, which i most certainly did otherwise i wouldn’t be able to have my house. A week of phone battles between my insurance company and roundpoint and myself finally proved that i do in fact have hazard insurance and no one knows why i got the letter and calls.
3) A month after that i needed roundpoint to pay my TX windstorm insurance as it is a REQUIREMENT for home ownership where i live. My insurance company called several times and was told they were not able to escrow it. I called several times and was never able to talk to anyone in the escrow dept. Every time i called i was sent to a new agent who would then put me back in the queue for the SAME dept. Finally i called and was angry enough to actually get someone to put me directly in touch with the escrow department. The lady i spoke to said that adding the insurance to the escrow account would be no problem and that they would pay my insurance company immediately. Why did i have to go through a week of people telling me they can’t do it when it only took 1 person in the correct dept. to say it could be easily done?
4) This is the big one. A new year has started and i wanted to check and see if roundpoint had updated my tax and insurance information for the new year. They had not. My insurance had dropped in premium price in October, they still had the old balance up. I then asked the agent ot check and see if my taxes had been updated for 2014. She said, they were using the SAME TAX INFORMATION FROM THE PREVIOUS YEAR (is that legal to just reuse outdated data). That’s just lazy, no one had called my county tax collector to get updated information on my property, so they felt it would be OK to just use what i had last year regardless of if it went up or down. God forbid it has gone up and i didn’t check and i find out i have to come out of pocket at the end of the year to settle what my underfunded escrow account couldn’t.
I’m not sure if it’s incompetence or just plain lazy but these mistakes seem to happen ALL the time. You don’t make it easy to speak to a representative, and when you do find one they have a tendency to say «let me look into this and we’ll call you back» which NEVER happens. When you call back, and tell them you called the day before they tell you they don’t have a record of that or the person you spoke to. It’s frustrating to work with this company and if they could just sell my mortgage to b of a or somewhere i would be so happy.

If I could leave zero stars, or better yet, a negative star rating I would! This company is run by unprofessional hacks. They claimed to be our mortgagee after an assignment yet could not produce one shred of evidence to show they serviced our mortgage. To call themselves «servicing» is truly a joke. They have no original note on the property and had their service hire an insurance assessment company break into our home and steal from us. After hiring an attorney to iron out the details, they said they were closing our file. We are still waiting for them to prove that they do, in fact, hold our mortgage. We have asked them to produce the original note to prove they own our mortgage. They do not return calls. They do not contact their customers directly. they will ignore all pleas for paperwork or proof. They were not licensed in the state in which our home exists. yet they claim to be the servicing agent? Our attorney has been calling them repeatedly but to no avail. The frustration with Round Point is beyond exhausting. RUN RUN RUN! Do not work with this company. There are plenty of other companys out there with a good track record and decent rates.