RoundPoint Mortgage Servicing LLC Avis 

Absolutely terrible user interface and call center experience that made speaking to a human impossible.

My account came from another company and I needed to change my autopay bank information, but found that the bank they're pulling from "does not exist" therefore I cannot change anything.

...with all the 5 star reviews here, I'd imagine Roundpoint has a thumb on the review scale here - I could give 0 stars if I would.

We paid off our mortgage May 9, just a week or 2 after servicing was transferred to Roundpoint. 51 days later we are STILL waiting for return of our overpayment and escrow funds, which were promised "within 20 business days of payoff." Three phone calls and over 2 hours wasted and we were told a check was mailed May 23 (36 days ago) and that if we want to request a stop-pay and reissue of the check we have to wait 10 business days (2 weeks). Completely unacceptable. I was charged interest for every single day I owed money on my mortgage loan. Roundpoint has now had OUR MONEY for 51 days....we can't even get that, let alone interest we are owed.

Mi experiencia fue la peor en esta llamada la agente Sasha tuvo muy mal trato hacia mi persona. Yo llame porque me estaban cobrando por un pago atrasado cuando yo hice mi pago a tiempo y le dije q tenia mi número de confirmación aun así hizo muy poco o nada por ayudarme como cliente estoy muy triste 😞 y decepcionado.

The representative was very helpful and knowledgeable and answer all my questions

Alex was really helpful, informative and polite.

Alex was very professional and helped support my questions

I just had surgery for to cure my cancer and wanted to defer 1 mortgage payment due to my need to recover for 5 weeks and wanted to offset my loss of pay without negatively impacting my credit and my standing with my mortgage company. Their solution, not pay, go into forbearance, hurt my credit and then maybe we can help. Very disheartening! I take pride in my credit and reached out prior to being late on my payment due to a horrible diagnosis. The person was all business, lack of compassion and zero critical thinking skills. It was, this is how we operate, tough luck, we don’t care. But thanks for choosing us as your lender. They bought my mortgage because I was not a risk due to my great credit rating let’s not fool ourselves and furthermore I’m going back to work next month and it will be business as usual. This is something I won’t forget because I know there are mortgage companies that actually work with their good standing clients.

Very professional, caring and curteous service.

Our loan just got transferred to RoundPoint. My initial thoughts were “oh no! Not another service who may or may not screw my account up!”
Imagine my pure delight when I created an account on line - SO easy - and spoke to a customer service rep named Jane. Jane went over and above to answer all of my questions and did so in a professional and courteous manner. She is an excellent representative for your company!

The servicing of my mortgage was recently purchased by Roundpoint, and I have to say that thus far, they have been great. The representative that called me back today about a bi-weekly option that accelerates the amortization was professional, clear and very willing to assist to help get it set up. I could not have asked for better service .

Understand the problem and gives you feedback to what to do in order to illuminate further charges.

The representative I spoke with was exceptionally informative and helpful. She went above and beyond to make sure that I knew all the details of my new mortgage agreement and confirmed in real time that I was setting up my account correctly. Please contact whomever can give her a pay raise and see that it is granted!

Alex's was super helpful. Very thankful that the whole transition went so smoothly.

She was very professional, and she helped me with everything I needed

Both Tasha and Chris were very nice to me. I had to call and request another extension so I don’t lose my home and everything that I have after my husband passed, me losing my job due to the pandemic with the rates going up, losing my husband’s income, losing my unemployment benefits, my metal building catching on fire and had to rebuild and trying to sell my house. I desperately need this extension to give me more time to sell my house so I can pay my loan off.Please 🙏🙏

Alex was very thorough and wonderful to work with!

My experience was 5 stars due to the great customer service I received from Alex.

He gave me the guidance I needed to access my account, which allowed me to make my payment - which makes everyone happy!!

Have a great day and keep up the good work!

When i finally was able to speak to Alex he did a fantastic job. But it was remarkably difficult to speak to a live person. Very frustrating getting through but glad i spoke with Alex when i finally did. He did a great job

The person I spoke with took the time to understand my issue and work to resolve it. She stayed on the phone with me since I've had connectivity issues when put on hold previously. She told me the action steps she was taking to actually help resolve my issue in a timely manner. Her service stands in stark contrast to many of the people I've spoken with at RoundPoint previously who did not try to listen, understand my issue, or help me resolve it. Highest marks to this person.