RoundPoint Mortgage Servicing LLC Avis 

We are extremely disappointed with RoundPoint Mortgage Servicing. During the 2025–2026 policy term, our homeowners insurance overlapped with the coverage RoundPoint had arranged, and we were charged an additional $100 per month from its internal insurance.

To prevent this from happening again during the 2026–2027 term, we asked our insurer to send RoundPoint the declarations page before the new policy began. We also held a three-way call with our insurer and RoundPoint and were verbally assured that the documents had been received and that we would not be charged for RoundPoint’s insurance again.

Despite those assurances, the same charge has appeared again. When we contacted RoundPoint, we were repeatedly transferred between departments without a resolution. This experience has seriously undermined our trust in the company, and we are now considering paying off our mortgage in full to avoid further charges.

We urge RoundPoint to investigate this matter, remove any improperly applied insurance charges, and provide a clear written explanation of how this happened despite the steps we took to prevent it.

I am extremely disappointed with my experience with RoundPoint and their complete lack of compassion toward our family.
We had a three-week lapse in our flood insurance during an incredibly difficult time in our lives. We had a newborn baby, and at the same time our 2-year-old needed surgery. I explained all of this to RoundPoint and asked if they would consider waiving the $200 charge as a one-time courtesy.
I wasn't asking them to ignore their policies. I was asking for a little understanding and compassion given the circumstances. There was no flooding, no damage, and no claim during the three-week period, and our insurance has since been corrected.
Unfortunately, I was told they would not make any exception and would not waive the $200.
What bothers me most isn't even the $200 — it's the complete lack of empathy. After explaining that we were dealing with a new baby and our young child undergoing surgery, I expected at least some willingness to work with us.
We've been making our mortgage payments and doing our best to keep everything in order while dealing with a very stressful situation at home. Being told that there was simply "nothing they could do" over a $200 charge was incredibly frustrating and disappointing.
Because of this experience, we are now seriously considering looking into our options with another mortgage company.
A company that handles people's homes and mortgages should understand that sometimes life happens. I hope someone at RoundPoint sees this and realizes that customer service should involve more than simply quoting a policy. Sometimes a little compassion goes a long way.

After five years of making every mortgage payment on time, I have completely lost trust in RoundPoint because of how they handled a payment issue and the resulting reversal and late fees.

About a month before the payment was due, I added a new bank account through their website and set it as my primary payment account because we were moving our funds out of our old bank. Despite that, the payment was pulled from the old account and returned for insufficient funds.

When I received the reversal notice, I logged in to investigate. My new bank account was visible, but the dashboard showed my next payment was due in October, with no clear indication that September’s payment was still outstanding. I also deleted the old bank account to prevent another withdrawal from it.

Earlier this year, I had received incorrect payment alerts and mailings that required two phone calls to resolve. Representatives told me everything was fine and to ignore the automated notices. Given that experience and what the dashboard showed this time, I believed the issue had been resolved.

After another alert later in September, I called and learned the payment was still unpaid. When I disputed the fees, I was told they could see when I deleted the old account but had no record of when I added the new one. I was also advised to reinstall the app, even though I explained I was using their website and refreshing the page. After I made the payment, the dashboard then showed my next payment wasn’t due for another two months, adding even more confusion.

RoundPoint refused to waive the fees because they did not consider this their error. But what about the misleading payment information on their website and the missing account-change records?

I added my new bank account and set it as primary a month in advance. Their system still pulled from the old account, and their dashboard failed to clearly show that the payment was outstanding. Now I’m being charged fees while RoundPoint refuses to take responsibility or explain why the payment was pulled from the old account in the first place.

After five years without a single late payment, being dismissed like this is incredibly frustrating. I expected them to investigate what happened and correct the fees. Instead, I’m left questioning whether I can rely on anything their website tells me or trust them to handle my mortgage properly. My trust in this company is completely gone.

I am not surprised to come here and see that they have such poor reviews. I was just on hold with them, and then they disconnected. I have been trying to tell them I have insurance on my property, and I have already uploaded the evidence of insurance to the webpage they are directing me to. However, they continue to send me notices threatening that they will purchase expensive insurance on my behalf if they do not receive the evidence of insurance.

I make extra payments and they refuse to drop my pmi until the loan is expected to hit 80 percent which is in 5 years but I'm already below that. They want me to pay up to 500 dollars to get a new appraisal to drop it.

Roundpoint didn’t pay my homeowners insurance, and issued they own policy. They never told me were the money went, that they didn’t pay. They raised my escrow payment by $500.00 for the next year.
Today I got a phone call that they were referring on insurance company to replace my insurance company. They can’t tell me where the money they stole from me is, and want to refer an insurance company to me. No thank you!

Maira me atendio muy bien fue muy amable y se tomo todo el tiempo para explicarme los detalles.

Update 9/10: Surprise! They emailed and said they would not waive the fees. RUN AWAY AND STEER CLEAR FROM THIS COMPANY!
Update 9/10: RoundPoint publicly stated that they would contact me directly to resolve this matter, but I have not been contacted. I also sent a formal written request to their Customer Resolution Team on Tuesday and have received no response. I will update this review if and when RoundPoint actually addresses the issue.

I have never been late before. A bank error caused an issue with my mortgage payment, and despite explaining the situation, RoundPoint refused to waive the late fees. I was even told by one representative that fees can be waived under special circumstances, then later told they don’t waive them at all. First-time mistake or regularly delinquent, apparently you’re treated the same. Glad to see I’m not the only one leaving a review about this. RoundPoint, fix your customer service and stop hiding behind an offshore call center.

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.

Would give Zero stars if I could. Beyond terrible Lender w/ horrible customer service. We have never once been late on a payment. Had extenuating circumstances that caused us to make a late payment. Called in to receive assistance & was told it would not be fair to give us any help b/c of all the other people who may not call in for help. What?!? Then proceeded to end the call by saying, please call back if you need assistance. WHAT?!? I called you for assistance this one time and you said NO. They don't care about reviews or helping people. If we had any control, I would switch lenders immediately and not give them any more of our hard earned money. This is truly a company that does not care about people but only values making money.

UPDATE 8/5/2026. They reply to your negative reviews and tag an email to reach out to so they can assist you. Its clearly just so they can make it appear to people perusing reviews as if the company is actively attempting to assist someone that had a less than a stellar experience. Its been 9 days since I reached out to that email... Don't let them fool you, there's nobody coming to help lol.

Never been late. Had an issue with my chase account. I’ve never really had a company not waive fees for an accident like this (especially when it’s the first time ever), round point doesn’t waive anything. Regularly delinquent or a simple mistake, they treat you the same. Enjoy the single star. You earned it.

Worst customer experience ever! They are still in 1st Century, no app to even pay or check on anything. I am so weary just trying to give them $$$

Worst company ever!!! The people are ignorant, rude and Do not give you a chance to speak. They literally told me they will not speak my title company regarding the payoff of my loan even after I have given written permission. The information they are willing to provide to show a payoff was insufficient and they are not cooperative.

Every time I have had to deal with them, they are unprofessional and rude!!!!!