RoundPoint Mortgage Servicing LLC Avis 

Website showed dispersed check on 11/20
Never received
Talked to person btwn holidays
Said they could send new one 1/16
Filed complaint 1/16 because new check not on the website
A representative called and said she printed and sent another one to expect in 5 days
Received a check 1/23 with postmarked envelope 1/19
Deposited check
Check returned by my bank on 1/25
Now, I am being hit with penalties at my bank
Filed another complaint on website because I haven't been able to call a human at the company since the payoff
No calls from a representative
This has now cost me money and sabotaged my checking account

My loan was transferred from FlagStar to Roundpoint last August. Because I was ahead on my payments, whenever I tried to make another payment they credited it to principle which I had discussed with them when they acquired the loan. They assured that they would go to regular payments. Now I find out that I haven't made a payment for months and all of the months I was ahead are being used up. I can accept that there may have been a misunderstanding, however I have tried numerous times to talk to someone there and all I get is their menu, regardless of what numbers I call. When I can't find a solution using their menu options, it hangs up on me. I JUST NEED TO TALK TO A PERSON!

A horrible company and terrible customer service. You can not get a person on the phone. I assume with all the complaints they have that is why no one will answer the phone. Worst company ever.

Can not talk with a representative! I have tried several and
sent emails and have not received any replies from them at all
After two weeks of calling!!!!What kind of company does not have a way of communicating by phone!!!!!! I’ll be looking for a new mortgage company. Poor, very poor customer service!!!!!!!!

There is no live support for Roundpoint, You leave a number and they never call back. The reversed my payment and never let me know , fortunately I looked on the website at my autopay and it was cryptic. They are the worst mortgage servicer ever. they are like a collector who'll beat you up and screw you just to get the vig. No quicken support either. Seems like a boiler room operation. I'll refinance to just stop using them . AWFUL!

I have had nothing but problems with Roundpoint since my mortgage was transferred to them 7 months ago.
They couldn't get my insurance paid, and when they finally did they only made the initial installment. Then they didn't pay the following installments resulting in late fees and near cancellation of my policy.
They paid the wrong tax amount, and when I called I had to walk their rep through how to get to my tax bill on the county website.
I feel like I have to babysit sit them at every turn.

My loan was transferred over to RoundPoint about 5 months ago. I needed payment verification from the last 5 months sent to me. Their website does not have this functionality. I called in and requested for this to be emailed to me. They said 1-2 days for a simple email receipt. I waited thinking I would receive the email in 15 minutes as my previous servicer was able to provide me prompt and great service but RoundPoint said 1-2 days for an email to be sent. Unbelievable. This is 2023 you can take my mortgage payments but you can't provide customer service when I need you RoundPoint... pathetic, disgusted and very upset with RoundPoint you cannot provide a simple service in an efficient manner.

This company has no customer service to speak of, we have tried calling and utilizing the call back feature and calling and waiting on hold for over 5 hours and never gotten through to a live person. They fact that they want you to email them at "socialmedia@roundpoint" is a total joke and tells you that they probably have a 15 year old reviewing anything if at all.
They also will try to force auto pay down your throat and change the due date for your mortgage to two weeks sooner than it has been for all the other servicing companies.
It is absolutely worth refinancing for a higher payment to get away from this company.

My loan was recently moved to RoundPoint and I can't get ahold of anyone there. I found an email to email them at and it's been over a week since I sent it...still no response. Their horrible phone system doesn't get you to a real person. When you click on the option to hold, it hangs up on you. This experience is horrible. I had no issues with my prior mortgage holder as I could always reach a real person.

I am deeply dissatisfied with the level of customer service and correspondence I have received from RoundPoint Mortgage Servicing while addressing a credit dispute. Over the past month, my attempts to resolve the issue have been met with a lack of communication, incorrect and inconsistent information, and an erratic escalation process. The inadequately trained customer service agents and supervisors have only added to the challenges. It is concerning that a company of this magnitude is allowed to handle such critical services for customers nationwide.

The absence of timely and effective communication from RoundPoint Mortgage, coupled with their poor and inadequate practices, has had a significant impact on both me and my family. It is disconcerting to witness such shortcomings from a company responsible for servicing mortgages, a crucial aspect of everyone's life. The lack of responsiveness and questionable practices raise serious concerns about the reliability and integrity of RoundPoint Mortgage in handling such vital financial matters.

My mortgage has been bought by 4 different companies; Round Point Mortgage has been the most difficult to work with by far! No custom payments beyond the 15th of each month, if you are auto payment DO NOT choose 13th-15th because if it is not in their account, they will charge you a late fee without notification (holidays and weekends play a factor). This was never the case with other companies. Also, my home was appraised by a certified appraiser, and I wanted to use that to remove the mortgage insurance. I was told no because they needed to use their own appraiser. Talk about money grab and not sure how that's legal. Please sell my loan ASAP.

Do NOT do business with this company. They bought our mortgage and since then, we have not had one correct mortgage statement. We have until the 16th of each month before we are "late". They blame us for not mailing our mortgage earlier because their system sends out statements on the 6th or some bs. NOT ONE CORRECT STATEMENT IN A YEAR!

Listen to what I had to say and the confusion

The person who called me began to raise his voice at me on the phone,

The representative was respectful, courteous, and knowledgeable.

Never use this company if you can avoid them. Unfortunately, I have no choice. My loan was sold to them, and they are at least 30 years behind my old mortgage company. No app (but they just told me they are supposedly finally making one), such a difficult website to navigate. Their latest ridiculousness is that they are charging me to buy homeowners insurance even though I already have my own. They asked for proof, which I provided. A few days AFTER they received the verification is when they decided to purchase the insurance. Just stay away if possible. Worst customer service.

Unfortunately none cooperative very difficult getting answers to requests that was asked ten days earlier, confused if they sent the response by email or not, NO verbal answer to the request. Charging my account for something I haven’t receive any response.

Representative was very knowledgeable and helpful

Using their publicly available information, I used my bank to create a bill-pay profile. I made three partial payment tests and in each case the monies pushed from my bank to Roundpoint was mishandled. My payment Logic is set to Prepayment, which means all payments should go to the current mortgage payment and up to five additional payments. BUT, Roundpoint mishandles these payments by applying them as Principal only payments. Even when they correct each mistake their system just converts it back to Principal. I have ZERO confidence that I can make a mortgage payment. If this were not bad enough, their telephone tree keeps changing and as of this morning you cannot reach a live person, or even a queue to a live person. My mortgage is going to go into default because of Roundpoint.

I had talked to Chelsea on Friday and was told to call back with the hope I had a figure to make my mortgage current. I called back and got Tasha today. Both were extremely kind, courteous, and helpful. My numbers aren’t ready and advised me to be in the lookout for the email and check back tomorrow. I appreciated their sincerity, manners and genuine kindness. I have had many moving parts with my health and COVID affecting my income and they were very nice helping me. Thank you! Please pass on my words to them! They deserve something special.

Lynn Maring