RoundPoint Mortgage Servicing LLC Avis 

Tehvin,his attitude as a customer service is terrible and rude, he shouldn't work on this position.

My home was reassessed at $50k less than before so my taxes were greatly reduced. However, roundpoint keeps charging me over $200/mos in taxes and STILL claims my escrow is short by over $800 though I only have taxes & PMI in escrow. I should only owe $100/mos for taxes not $200. I’ve called several times and keep being told it’s taken care of. This month they tacked another $10 to my mortgage put saying it was for the escrow analysis. The lady I was on phone with this time wouldn’t listen to me and kept talking over me and interrupting me. I’m in the process of having taxes taken out of escrow so I can save over $100/mos and the $800+ they SAY I still “owe” for taxes. According to my tax bill from the county the spring taxes are paid in full and I only owe a little over $600 in the fall but I’m still paying $200/mos for “taxes.” Biggest sham ever and should be illegal! If I can’t get anywhere with having my taxes removed from escrow I will be consulting an attorney to resolve this for me. I have wasted countless time on this and nothing has been resolved! I was told my escrow pyt actually went down but I hav not seen it reflected in my monthly payment. It increased by $10!

Alex, at escrow is very knowledgeable and customer focused. Thank you for your time!

When you buy a loan from another company, maybe you should be faster about sending out information to allow the customer to set up the account PRIOR to the payment being overdue. I have NEVER been late on a payment of any kind in my entire life. I hope this does not affect my credit. The billing statement I received stated that my payment was due on 9/1/2023, yet I received a call this morning questioning why I was delinquent on the payment. I explained that I'd set up autodraft and assumed it would be applied on 9/1. She told me that was not the case and that I needed to make a payment immediately. I did not have my routing number so I logged on and made my August 1 payment. Then, this afternoon, I received a text stating that I would be delinquent by 30 days if I did not make a payment. It seems like no one knows what they are doing with this company. Billing statement says the payment's due on 9/1, the customer service rep says it's delinquent, then their automated text is sent out 8 hours after my payment is made. Not happy with them so far. Hope it gets better.

The lady representative was very helpful and patient with explaining the issues to me that I was unaware of since my Mortgage was changed from Mr. cooper to Round Point Mortgage Services

Professional, courteous and knowledgeable

Natasha, was great in helping me pay my escrow shortage payment

Tasha confirmed that if I was the owner. She listened to my concern and gave me the answer.
Business like polite but friendly tone.

The worst customer service experience I have ever had with a mortgage company. Kept blaming me for a payment that I had set up for the 7th of the month that had been credited on the 10th. Extremely unhelpful, unprofessional, and hostile. Really rethinking whether I should take my loan elsewhere if this is my first interaction with them. Also, when I called yesterday, they said that if I waited on hold, there were 453 callers ahead of me! Nice to know that you can reach a human being that quickly with one of the most important financial transactions in your life. Completely unacceptable.

I had questions about escrow shortage. He answered all my questions and gave suggestion to minimize future shortage. He was very patient with me.

I spoke with Natasha on ensuring my property taxes were paid on time after my loan had been transferred from another lender last month. She was AWESOME! So kind and helpful, leaving me fully confident that she had the situation under control. If she is the typical representative for Roundpoint, I know I'm in great hands.

Its a worst mortgage company I ever work with. They will screw your credit history in a heart bit.

I was called at approx 3:10 by a rep questioning the the delinquency on my mortgage. She was very abrupt. I called back with auto draft pmt, spoke to Kenya and she helped me understand why my payments were behind. I appreciated her patience. I am caught up.

Very helpful getting me through the financial difficulties I’m under

Rude, incompetent customer service.

My rep, Tasha was very helpful and informative. She answered my question quickly and efficiently.

After taking over my Mortage and not alerting me, you then send me note saying I'm past due. Never heard of you, but now I have a late penalty. Now I'm trying to pay the vendor after having my roof replaced due to hail damage and they refuse to release the 2 party check. Usually insurance companies hold everyone up, but Roundpoint won't release the funds.... you don't have my best interest in mind.

Terrible service. Don't use these guys. They assumed servicing control of my mortgage and didn't update my insurance policy holder. I caught the error, and tried to alert them. They were truly unhelpful and now it's turned into more work for me. I would think that legally if you assume control of a mortgage you should have to do the legwork to update the insurance carriers and ensure that premiums are paid out of escrow. STAY AWAY

This morning I opened a document that I have seen many times due to my prior experience in the financial industry I could’ve read the fine print but when it’s personal sometimes you don’t slow down and cannot think. While crying like a baby, because i’ve worked very hard for this home and I was so scared for what I was going to hear I called your company and probably had the best customer experience I have EVER had in any industry. She was kind and calm and empathetic, incredibly patient, calmed my fears about losing my home. She provided me information as well as timelines to ensure me that roundpoint and her personally will go above and beyond when customer experience unexpected financial difficulties. She also went as far to provide me additional resources to help me aside from the incredible aid you provide your customers. I wish I could remember her name, and I wish every company modeled themselves with that kind of customer experience and colleague attitude. You could hear that she genuinely cared and that is hard to do over the phone. I left the phone call feeling confident in the answers and solutions she provided me. Thank you, kindness really goes a long way!