RoundPoint Mortgage Servicing LLC Avis 

I paid my mortgage last month. Apparently, there was an internet connectivity issue when I submitted my payment. Three days after the payment was made, I received an email stating my payment was late and that a late fee had been charged to my account. I logged back in and made the payment again.

As soon as I made the payment for the second time, I called customer service to inquire about having the late fee removed as a one-time courtesy. The agent told me that this happens occasionally and that he would issue a request to remove the late fee and that I would be notified once it was removed, which would be within five days. I never received communication about the request.

I logged in this month to pay, and the late fee was still on my account. I called in to inquire once again. I was told by the representative this time that the request had been denied, and I wasn't sure why I wasn't notified. He also stated that RoundPoint no longer issues courtesy refunds for late fees because clients "have been missing their payments on purpose and calling in to have the fees removed."

It is very concerning that my mortgage is held by a company that obviously does not have any loyalty to its customers and, frankly, has zero customer service abilities. They won't even waive a fee for a once-in-a-lifetime mishap. They must really need that $72.95!

I have also had issues receiving refunds after they double paid my insurance premium out of my escrow account. They just seem to want to hold on to my money so they can draw the interest on it.

Additionally, RoundPoint, unfortunately, like many other customer service representative groups, has outsourced its call center. It is extremely difficult to understand their representatives through their thick accents.

I am very disappointed with this company, especially since I am forced into giving them my business with how mortgages are constantly being bought and sold. Hurry up and please sell my mortgage again!

I didn’t choose RoundPoint Mortgage as my servicer—my loan was sold to them. Unfortunately, it’s been an incredibly frustrating experience. I requested the removal of both my escrow account and Private Mortgage Insurance (PMI) after meeting all documented requirements, including providing a Broker Price Opinion (BPO) confirming that my Loan-to-Value (LTV) ratio is well below the 80% threshold.

Despite meeting all criteria, RoundPoint has delayed the process repeatedly by introducing new, unexpected requirements each time a previous one is satisfied. Most recently, they claimed that escrow and PMI could not be removed because my home is in a FEMA-designated disaster area—a stipulation that was never disclosed previously. They only brought this up after I had met all other requirements.

To add to the frustration, my payment recently increased significantly due to a rise in my property’s assessed value, yet RoundPoint has not applied my Homestead Credit or adjusted my escrow payments accordingly. I feel that these tactics are aimed at keeping PMI and escrow on my account unnecessarily, and based on other reviews I’ve read, I’m not the only one facing these issues.

If I had a choice, I would have chosen a more reliable and transparent servicer. I hope regulatory bodies can help resolve this, as direct communication with RoundPoint has led to nothing but delays and frustration.

I wish I could give a zero!! RoundPoint purchased our loan from FlagStar Mortgage, which included conditions that we are allowed to defer our taxes. In the State of Texas, an individual over the age of 65 is allowed to defer property taxes until the sale of the home. When RoundPoint purchased this loan, we were informed that the terms and conditions from FlagStar would remain in effect. In May, they contacted us and told us they were to escrow our taxes, which they were paying in violation of our contract. We provided them with the paperwork that indicated our taxes were deferred until we sold the property and permission from FlagStar, as well, to defer our property taxes. We never heard back from RoundPoint, so we "assumed" all was well. In September, they provided us with their Escrow Analysis, which indicated they had created an escrow account and paid the taxes for last year (2023) and escrowed next year (2024) taxes and raised our payment from $1700 to $2900 a month. We have contacted them and informed them that we are allowed to defer our taxes and NO ONE will talk to us about it. We have requested to be transferred to the Taxes Department but were informed there is no direct phone number for them and the only way to contact them was to send an email and request a call back. That was 3 days ago and we have heard NOTHING! How can they change the terms of our contract without first notifying us? According to their escrow analysis, our house payment will be increased over $1200 a month for the next fourteen months. This absolutely highway robbery!!

UPDATED RESPONSE:

At 5:00 AM on 10/24/2924 I sent an edited version of this to the email RoundPoint provided and have not received a response.

10/26/2024 - My husband received an email stating that they are going to review the issue with the tax department and will follow up with us soonest.

Roundpoint has been completely incompetent in working to provide me with the funds my insurance companies have provide to me for insurance claims. I have been interacting with their team for more than 4 months now to release more that $100k in funds to me to pay my contractors for the repair of my home after hurricane Ian (yes it is two years later!). The work is complete. Their customer service in insurance claims is incompetent. I get different answers every time I call. They refuse to allow to speak to a supervisor or someone on the escalation team. Once the someone has made a decision about a problem related to the claim, no one reaches out to me. Instead, I am expected to call in, only to find out that there is another problem, and no adequate explanation for how to resolve it. I did not choose this company for my mortgage servicing. My loan was bought out. Avoid this company like the plague.

Autopay Setup Confirmation: On June 27, 2024, I successfully set up autopay for my mortgage payments. I received confirmation that this was done.

Unnotified Autopay Cancellation: At some point after this, Roundpoint canceled my autopay without notifying me. As a result, the payment for July was not withdrawn from my account.

Lack of Notification: Unlike the confirmation I received when autopay was set up, I was not informed via email or any other immediate method about the cancellation. There was no notification until I received a letter via USPS around July 22-23, 2024—well after the grace period had expired on July 15, 2024.

Payment Upon Realization: Under the impression that autopay was still active, I missed the July payment. Once I realized the issue in August, I immediately made full payments for both July and August.

Late Notification: The cancellation notice, which arrived by mail, was sent around July 19, 2024—after the grace period had already ended. By the time I received it, the situation was already escalating.

No Effective Communication: Roundpoint claims they called me regarding the missed payment. However, I did not receive any such calls. I checked my call history, and the only calls I received were from "Rocket Mortgage," which I mistook for marketing calls.

Credit Score Impact: Unfortunately, this situation has caused my and my wife's credit scores to drop from approximately 780-820 to 670-700, creating significant financial stress. This drop has occurred despite having sufficient funds in my account and a 25-year history of never missing a payment.

Lack of Resolution: I have contacted Roundpoint's customer service multiple times, but I am only receiving generic responses. My loan is current, and this credit score drop, which was entirely avoidable, is now severely impacting us.

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.

They said they would automatically remove the PMI, but no, now they tell me that I need to write them and the process will take several weeks... So I been paying it for nothing expecting them to remove it themselves.

The applied a 30 day late to my credit because of escrow change. I was never alerted to the change. The sent mail the property address and not my home address. I talked with approximately 15 different agents, supervisors, leads, etc who have each promised a return call with a set period of time. Not 1 time has anyone called. Avoid this company at all costs!

My loan was transferred to Roundpoint Mortgage in November 2023, and from the very beginning, I've encountered nothing but problems. In July 2024, I received a notice stating I didn't have wind coverage. Despite sending in multiple copies of my homeowner's policy, Roundpoint continued to send me notices and eventually purchased a policy without my consent. They withdrew nearly $2,000 from my escrow account, which I believe is completely unauthorized.

The level of miscommunication and incompetence at Roundpoint is absolutely unacceptable. I've tried to resolve this issue multiple times, but they seem completely unwilling to listen or take responsibility for their mistakes. I strongly advise anyone considering Roundpoint Mortgage to look elsewhere. Their customer service is terrible, and they've caused me a significant amount of stress and financial hardship.

Impossible to communicate with. Never respond to emails and the phone reps are not helpful and rude

Your automated system is atrocious. It asks me to enter my account #, ss#, House # and zip code and it adds number or mixes them up. Every time I have tried to call this happens. It takes 10 to 15 minutes to get to a point where the system gives the option to have them call you back. Unfortunately, they don't call back.

incompetance in setting up biweekly payments, and then charging late penalties due to their mistakes!!

Have had the same problem since they took over my mortgage. This has been going on for 3 months now. Every time I call, they are going to escalate it and put in requests. Nothing ever gets corrected or happens. Their customer service is horrible I wish my mortgage didn't get transferred.
I would like to delete the one star that I gave them because the email that they provided does nothing.

Just HORRIBLE!! They bought my loan already set up for auto pay and after about 8 months they stopped taking my auto payments and had me resign up on their website by a direct deposit from my bank account. On June 25th I received a confirmation letter for my auto pay, on July 2 I received a Foreclosure Options Letter, yes FORECLOSURE OPTIONS. Today I spent 2.3 hours on the phone, they never let me speak with a supervisor, trying to make a payment even though all my auto pay banking numbers were still active in my online account. After getting my account current by paying $1258.38, which should not have taken over an hour, they emailed me a payoff statement that I actually owed just $716.72 to end my mortgage loan, my last payment amount, not $1258.38. So, they had sent me a foreclosure letter over my final payment of $716.72, never telling me this was the final payment or amount I owed, only that I was in default of my last 2 months payments for $1258.38, that I could not pay through my online account that still had all my bank account information.... JUST AWFUL!!! I am so sorry if they have your mortgage!

These guys are a dumpster fire. My mortgage was sold to them, I never had to address any issues before Roundpoint got involved. They sent me a letter indicating that they did not have my insurance policy. No big deal, right? Not in dealing with these clowns. Calling them is useless, they ask you to verify who you are several times, send you on endless phone trees, and then never answer the phone. They have a webpage to upload the new insurance policy, it cannot take a file over 3.5meg. I guess the elementary school developers they have working on the website are "best price" developers or they think it's 1985. I'll mail them a 30 page policy and they can manually deal with it. Apparently they aren't smart enough to understand having online options is cheaper than labor.

My loan was recently sold this group. I had an insurance claim and sent the check to them to endorse so I can get my roof fixed. Still waiting on the check to be returned to me. I call, wait on hold forever with the insurance department. When someone finally answers they said they are having delays and even though the website says a turn around time of 5-7 business days, they say it is now more than 14 business days. When they do get around to endorsing the check, it is sent snail mail so there is no guarantee that you will actually get it.

Refinance if possible as soon as you can this place sucks and always has!!! I work on the road so I don’t always get to check my mail or get emails have the time. Get sold to these people and right off the bat get charged 75$ dollars in late fees in this screwed up economy.

I switched my insurance and paid it completely for the entire year; and I provided my insurance detail and coverage page including receipt to Roundpoint mortgage. I was told by one of the RoundPoint representatives that the new EMI will be updated in 3-4 days. I called Roundpoint back after 10days and came to know that the information is not updated yet.
On the 14th of June, I checked my RoundPoint account and found that the EMI has decreased and only part of the homeowners’ insurance is removed. Contacted RoundPoint again and a representative advised me to wait another 7 days for the numbers to be updated. RoundPoint keeps fooling its customers and pushes them Round&Round or their employees are inefficient?

My mortgage was just sold to RoundPoint and I was not made aware from my previous bank. I tried desperately to contact the customer service. There is one phone number, while you can pay the mortgage I can't speak to a live person on that number. It is frustrating, also I have not received a prompt email that I paid, so, while I paid I now have to wait for a letter to actually see my payment?? My previous bank was so much easier to deal with, not a good start.

I am set up for autopay, and ever since Roundpoint bought my mortgage, my payments have been delayed 4 & 3 days late. I changed my payment method and cannot delete the old payment method even following the customer service representative's instructions. Customer service must change their scripted how-to and what-to-do messages as the script leads nowhere.