RoundPoint Mortgage Servicing LLC Avis 

Rashunda was so helpful, kind and patient explaining everything to me in detail in a way that I could understand! She answered all my repetitive questions with so much patience and understanding. She was personable and made me feel at ease!

The rep that I dealt with was very pleasant and respectful. We hit a glitch dealing with my checking account but she dealt with things very professionally and calmly until the issue was resolved. Employees like her are a pleasure to deal with.

After mortgage was transferred to RoundPoint from Mr. Cooper it took considerable time to get into the Online portal to manager my Monthly auto pay with additional Prinicial payment. Since the initial frustration with the transfer process things were good.

I have now submitted 3 requests for a Pay Off quote (2 online and now 1 through the Automated Phone Tree). I have not seen any communication that there was issues processing the request or a payoff quote. Seems they just want to get another month of Interest from our Loan instead of letting us Own our home.

I was using a statement generated by Roundpoint Mortgage servicing without looking at it thinking I am current on my mortgage since I am on autopay. Next thing you know, I was contacted by the loan company I am applying for that my statement is showing I am 1 month late. I panicked immediately as I did not get any notice any issue or was I informed that they had a glitch on their system. First time I called them and none of the options allows you to connect to customer service. I played around with all the options for at least 15 minutes to get to a customer service just because I had to talk to them. Imagine if I was an elderly, I would not have that kind of patience and probably knowledge to navigate their options and will just be frustrated. When I finally got to a customer service, all she said was, your payment was not posted on time before we generated our next month statement. They should have sent out a notification or some kind of apology letter or note but they did not. Even the customer service I spoke with did not even apologize, she just assured me that I was not past due.

She was friendly, every so patient. She connected me with Mr Cooper and got the Escrow Mistake that Mr Cooper had done straight. So I now feel confidant with Roundpoint Mortgage

You bought our mortgage. When I called to pay I was asked for an explanation of why my account was overdue. Your process had made an on time payment impossible. You also attempted to charge me a late fee both through your automated phone system and with a live operator. That’s illegal. So far, I’m not impressed.

Rashunda was very nice and very informative. She answered every question I had and didn’t get frustrated with me . Thank you!

I called in regards to a payment. The loan was purchased by you from Mr. Cooper. Found out through phone calls with both, that Mr Cooper posted the payment that Roundpoint should have recieved to another loan with Mr Cooper. Everything was straighted out and Mr Cooper would send the funds back to me. Everything was fine but the agent from Roundpoint was pressuring me to make a payment and acted like I wasn't going to make a payment. I made the payment and Mr. Cooper is the one that did not forward it. I will be making my payment. I have always made my payments on time.

Alex, the customer service rep, that I spoke with was friendly, professional, knowledgeable and fast. He knew exactly what I was asking, gave me a complete and thorough answer and asked was there anything else he could help with. This was one of the best calling experiences I've had this year! Kudos to Roundpoint and their customer service!

Absolutely awful interaction with their robotic phone system. It sent me in circles countless times, and when it didn’t like the options I selected it would disconnect the call. This meant I had to call back and reinput all my loan information every time it disconnected for me. Absolutely revolted, and it was obviously put in place to make calling services harder, just to save a buck. Terrible experience, calling them is always absolute hell.

Edit: they advised below that I reach out to them. I did, and it’s now been almost 2 weeks and they haven’t even responded. I don’t know whether it was malicious placating, or incomprehensible ineptitude but this is horrendous. Just all around customer service from a loan servicing company.

pleasant, on task

The information needed was readily available and the csr was very knowledgeable and pleasant.

Very helpful, professional and nice customer service

My experience was great, because of friendliness and courtesy

Tasha was nice but asked for a payment that was already scheduled.
Checking first would have negated the question..

I had two conversations (1 call and a transfer) with 1st Arturo in Insurance who forwarded me to Rosa in Cust. Serv. BOTH were extremely helpful and went our of their way to resolve all aspects of my issues. I feel confident that they will be resolved in the 60 boarding grace period. Every Roundpoint person I have spoken to has been professional, knowledgeable and a problem-solver. On the other hand, Roundpoints bot is a disaster. Nasty off the wall threatening emails and letters. Phone bot is little better. At least phone bot does not sign off saying Roundpoint is also a collection agency like Mr. Cooper does.

This is the first month that the old mortgage had moved to Roundpoint.
In my first interaction today to gauge how their service differ from Mr Cooper, i dont see an interest in extending help. I asked that i will be missing this months payment, and see what they can do to help me. And i felt the wall right away dropped between us that there seems no way they can help me, and that is enough for me to see the level of assistance they can extend. I am in shopping for the next mortgage company.

She was very professional and courteous.She took time to hear me out in the current status of signing sales contract on my property. I informed her I didn't make payment on 30th. The app would not allow to make payment.

Roundpoint misapplied my escrow payment, claimed they did not know where to put the money I sent which was to cover the escrow shortage after their annual analysis. They refuse to remove the adverse credit report even though it was their mistake.