Received a letter dated 1.12.2023 that I had a lapse in Homeowners insurance, which is not accurate. I forward an email directly from my Insurance Agent showing proof of coverage 1.21.2023. Received a letter on 3.1.2023 stating they were going to charge me a fee for a lapse in coverage. I called them on 3.14.2023 and the Agent stated they see everything and will have the charges reversed. Fast forward, 4.13.2023 the charges still have not been reversed and are now stating something about my policy being canceled during that time period & they will need to contact my Agent. This has been a pain in the A** read more

RoundPoint Mortgage and RoundPoint Mortgage Servicing are unethical and I believe criminal. I have always paid my mortgage payment one month in advance. But when it was sold to RoundPoint, they would not send my next month's bill until a week or ten days before it was due. I always paid this bill immediately, but sometimes due to USPS delays, it would not arrive until after the first of the next month. RoundPoint them charged me a late fee and would not refund these fees. They also began erroneously charging me an entire monthly fee that I had already paid and, despite showing them that I was completely up to date by presenting photos of my payment checks, they denied my appeal. And since I refused to pay this double fee on my statement, they then continued to bill me late fees. I eventually became so upset about this that I paid off my loan completely just to bet rid of them. Even so, I got at least one monthly statement from them and solicitations for me to purchase homeowner's insurance through a company they are associated with. I am now in discussions with an attorney about suing them, and I intend to have the same discussions with the County Attorney about criminal prosecution. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY! THEY WILL STEAL MONEY FROM YOU! Thank you. read more

My mortgage for a rental property was sold to RoundPoint in October of 2023. The original notification was sent to the rental property (where it was seen as junk mail by my tenants). Not being informed our mortgage was moved (no phone call, no emails or voicemails), we continued to autopay our old lender. We only discovered our loan had moved when RoundPoint sent us foreclosure warnings via certified mail in January. The balance was immediately paid as a result and auto payments to RoundPoint were set up. However, they filed a 60 day late payment with all the credit agencies. So after submitting all my documentation with RoundPoint and a few conversations showing the clear issue (and that we were continually paying our mortgage to the old company), they refused to retract the 60 day late penalty. My credit score went from 780 to 620. Where it will not go back to being high again until 2030 according to an Experian agent. RoundPoint's agent response to me was 'if we retracted this for you, we would have to do the same for everyone else.' They appear to operate that all late penalties are equal. And to casually treat it as such feels predatory in nature given the harsh credit consequences. Especially given that the thin line between a perfect credit score and one with RoundPoint Mortgage is a letter appearing as junk mail getting opened by your tenants. Do better RoundPoint. And please start by restoring my credit to where it should be. read more

The fact that I called in beginning of July to figure out how much I needed to catch up my mortgage and the lady told me a number and that by the end of July it wouldn't change from that amount. Few weeks later I called to make my payment and the guy tells me it was another $400 over what the lady had said. This is by far the absolute worst servicer I have ever been with the 20 years of owning a home. I'm curious what my next mortgage statement is going to say on it I hate Roundpoint and I would do anything to get Flagstar Bank back. Avoid this company at any expense. read more

My mortgage was bought out by RoundPoint earlier this year and I could not be more disappointed in their processes and customer service. They have continually changed my monthly payments and have screwed up my Escrow analysis that resulted in my monthly payment being increased by hundreds of dollars. The response from their customer service has been "Sorry, we know we screwed up, we will try to fix it sometime later". Trying to get issues resolved has been a nightmare with their useless customer service line. I hope and pray that my mortgage is sold to another company that knows how to handle simple things like an Escrow analysis. read more

My mortgage was unfortunately sold to RoundPoint this year. I changed my home insurance policy and therefore reached out to RoundPoint inquiring on how to update to my new policy. Something to note is that there is no where in your online account with Roundpoint to submit updated information such as this. Submitted an online request to them asking on how to send in the new insurance policy information. Received an automated response email saying they had received my question and nothing else. Three weeks later I got a nasty gram letter in the mail about my insurance policy..... Which finally provided a link to submit the insurance information to. The website they use for submitting your insurance information can't even be found on the RoundPoint's website. It's not that they have poor customer service it's that they have no customer service. Here's hoping they sell my mortgage off to another company who has actually employed people to do customer service. read more

This company is a borderline crook. My refi origination was in 2019 for 2.5% with a private finance company. It was a non escrow contract mortgage in which I paid my insurance and taxes early and quarterly. It was held by 3 different companies, which I never had a problem with. Roundpoint purchased the mortgage in 2020 and it's been one nightmare after another. They first claimed their mail was being returned. Then they wanted me to prove I had HO insurance and flood insurance. I uploaded the policy and declaration pages to them on 10 different occasions and they claimed they never received them. My flood insurance is provided in my HO policy which is specifically states. They sent me messages stating that if I didn't provide proof of insurance they would purchase a policy for me. I called them about this and was told it was rectified. They then pay my policy for the year (I paid quarterly) and stated that they had to create escrow on this account because of this, even though my policy was active. I recently called them about an email they sent claiming i would receive an update to my escrow account. They stated that according to federal guidelines they are now including an escrow account to my mortgage and have to collect the required funds to fill the escrow as required by Freddie Mac. This is a private mortgage and not backed by any government agency. They are not telling my my new payment every month will go from $460 to $1400. This is a scam, I am in the process of getting the SC states attorney involved with this because I believe they, by law are not allow to do this. Everything about this company smells of fraud!!! read more

This company and their response time for change is pathetic! When my loan was sold to them in December, problems, miscommunication, excessive paper, ridiculous buttons to push to get through to an individual.and 6 months later nothing has changed...but it is coming, they say. If you choose to pay later in the grace period, a late notice is generated on the "2nd" of the month! We choose the loan company we finance with when buying; we should not be subjected to a selloff to a less desirable company...my loan has been sold twice in 8 years! Avoid Roundpoint!!!!!!! read more

The level of incompetence at RoundPoint Mortgage is shocking. They have twice made a payment from my escrow to canceled home insurance policies, putting me into an escrow shortage TWICE. When I call them, they just say "we received an invoice so we paid it" even though they had already paid my insurance on the correct policy. Apparently, they can't be bothered to look at your account and confirm if something should be paid. But wait, it gets better. Today, I received a notice in the mail from them saying there were two insurance policies attached to my account and to contact them so that they didn't pay both policies and put my account in escrow shortage. They made the payment before I ever received this notice. Maybe they could have CALLED or EMAILED me? But I guess that would be asking too much. I hope they sell my mortgage to someone else because they are really bad. read more

this company wasted hours of my time while trying to set up biweekly payments. They made countless errors, and now are charging me late fees due to their own inability to set up the account properly. No way to talk to anyone who has any idea what they are doing. On hold for 35 minutes today trying to get a supervisor, only to be told they will call me back (which they didnt) read more

They are complete garbage. There is little to no way to get to a human being. Their phone hangs up on you. There is no way to delete phone numbers you no longer have. The system makes you change YOUR password every 90 days and you cannot use the one you want. They keep sending emails to an email that I did not give them and that is private, not for their use. They are rude and do not care about anyone. My loan was sold to them and I don't have a way to get it moved to a company who is not completely worthless as roundpoint is. read more

My mortgage was sold to Roundpoint from Mr. Cooper a year ago. This is the worst mortgage servicing company I have ever dealt with. I called to get information on building a new home on my current property and literally have been given the runaround for 3 months. Then they ask me to send emails and I do so twice and still no reply. You can't get a hold of any of the departments other than some out of country customer rep and when you ask for a supervisor they say they are not available and they will call back within 24 hours. Well, 1 week later and still nothing. No answer. I will be looking for an attorney to maybe force a call back because not having any answers on my loan is a red flag for me. Any body out there have any advice? I have never dealt with a company where you literally can't reach the right person to ask actual questions on your loan. CALL ME ROUNPOINT!!!!!!!! read more

Wish I could leave no stars as this outfit doesn't deserve a single star. Impossible to contact a person on their customer support phone number. Tried for several days, all during their posted open hours. Truly undeserving of anybody's business. read more

They purchased our mortgage from Flagstar mid-insurance claim for water damage. They have been sitting on our insurance payment for almost 2 months, and we risk having reconstruction halted. After 2 emails and 6 phone calls, we have to resort to legal complaints to licensing. We have not retained an attorney, yet... read more

They took over my mortage and made a mistake on the collection historys. Called like a debt collection company for 3 months and had to block their number. Have statements, and checks proving they collected the moneys, sent them statments, talked over the phone, filled a complaint, 5 weeks inbetween responses. 6 month now and its still not fixed, they even stopped electronic payment of the mortage payment. I'll make sure my next loan company will not sell the loan to these guys, its to much work to deal with. I tried to make a call, write them letters, send them information, their so backward. It took 4 months before they agreeed to stop sending the mail to the tenats at the rental propery. read more

They bought our mortgage against our will but they are not paying fees and taxes that are required by county law. This is putting my family at risk. If you want to buy my mortgage to make money off of it, pay the fees you owe our county government so we don't get evicted because if your incompetence. We have paid all of our fees. You have not. read more

Worst mortgage company I have ever dealth with. Let policies lap with out contacting the homeowner. Late in paying out bill to other accounts where policies expires. Was never once contacted or sent information on steps needed to provide documents or update policies. I would never work with this company again. read more

Believe the bad reviews! You can never get anyone on the phone and when you do they REFUSE to help you, especially in the insurance department (Specifically Elizabeth). They have you upload a change in policy yet cant confirm if they have received. Steer Clear and use a reputable company. read more

I am new customer due to being dumped by Flagstar Bank. RoundPoint sent me as a new customer a document that states " we are loan collection agency, and "we are trying to collect a debt that is owed to Fannie Mae" So, by having a mortgage, I am now viewed as having to have a debt collected? No, Round Point, I am homeowner making good on my mortgage loan. Also Alex, who I spoke with to clarify this disgusting and derogatory language used, was just as unkind and unhelpful as the paperwork. And now I have been trying to ensure that my property taxes are paid on time. So far I have called 3 times, told that they would be paid on the 15th of November 2023 ( and they were due on the 1st of November). So far no evidence of payment. There is specific areas on my "dashboard" to indicate when escrow monies are due and paid. Nothing. Thanks so much, Flagstar for putting me in the hands of an incompetent, debt collector agency. read more

Roundpoint Mortgage is an organized fraud company. Flagstaff sold my mortgage to a filthy company, I'm sure, for the all mighty dollar. I am looking to find a federal agency that deals in mortgage fraud because I don't know where to turn when my mortgage is sold to these crooks. Avoid this company if you can. Unfortunately, Flagstar sold my mortgage to this horrible company, and now I don't know where to turn. I've never been a minute late, and now I have to deal with these crooks!! read more

Unfortunately, my loan was transferred to Roundpoint from Flagstar. Flagstar was a GREAT mortgage company so I was thinking we would continue to receive the same quality service and care from Roundpoint. Boy was I wrong. Since Nov 2022 there has been nothing but issues with the Escrow account. Right away Roundpoint sent me a check for my Escrow of 5k... As you are aware this is a red flag due to the property taxes and insurance is due to come out. I also received a payment notice that my mortgage payment and Escrow were going up due to this error they caused. I called right away and informed them they needed to reverse the 5k check and pay my Taxes and Insurance, keep the remaining in the escrow account, and put my payments back to where they were when they bought my loan. Yeah seems easy right? No! they reversed the 5k check paid my taxes and instead of keeping the remaining in my escrow they sent me a check for $1592 also did not put my payments back to where they were from the beginning. Well, I tried to call and they mentioned just paying the difference on extra Escrow... LOOOOOOL Well I tried and it went to principle instead. Another issue now, I called them again I was supposed to get a callback and NEVER did. That check I never cashed they took that and applied it to my property taxes as they were increased. Now because of this ERROR of sending me a 5k check, again a second check for $1592 (Thank goodness I am smart and do not cash these checks), not changing my payments to the original, and extra money towards "escrow selection" but went to Principle this cause my Escrow to be in negative, higher payments, inconvenience to the customer. I called them back again to speak to a supervisor. The supervisors are good unfortunately upper management needs work. The supervisor reviewed my account saw all the errors made on Roundpoint and escalated to the Customer Advocate manager to call me on Monday the following week. Well I patiently wait until Friday so the Customer Advocate manager could review and call me. I called Friday and came to find out the entire team was off for that Monday. Yes, I am livid... I spoke to another supervisor and again she was very nice but my hands are tied and can not help but put in another escalated message for a Customer Advocate manager to call me back. Here we are again patiently waiting for a call Monday goes by, Tuesday goes by, Wednesday I call and customer service is nice however you need to wait on the phone with them for any supervisor to say "ok" to transfer. The Customer Advocate manager never answers them and the supervisor who I spoke to on Friday is in a meeting. I was told I would get a callback. NO MANAGEMENT TEAM WILL HELP because they are in meetings. This is a HUGE inconvenience for ANY customer to be on the phone trying to get this error resolved that was caused by Roundpoint in the first place. Total hours on the phone since Roundpoint bought the loan 32 hours. They may as well pay me as an employee at this time to uncover all the errors they cause to my loan. Helpful hint - keep a close eye on your Escrow. Do not let them tell you "Why don't you handle your escrow" (because that is what they are trying to do to me) even in the notes deleting my escrow. NOPE not going to happen. Update your policies and SOP and retrain your staff. Do not cash those checks and have them throw you in the negative and then inflate your payments because of their errors. DO YOUR JOB correctly and efficiently what you get paid to do monthly by my interest payment. I will update you if I finally get a callback and have this resolved, how many hours I need to add, and how long this will take to get this handled. I am supposed to get a callback today before 5 pm. But we will see - I have many meetings too and took my time this morning to deal with this. It is OK FOR ROUNDPOINT TO SAY THERE IN MEETINGS BUT IF A CUSTOMER IS OH WELL IT IS ON THERE TIME. Another score for the Customer Advocate Manager. ***** UPDATE from tonight of getting resolved. Called Roundpoint again at 4 pm due to no returned phone call. Customer service rep was nice but unfortunately the supervisor was not helpful at all. Tried to explain in a nutshell of the issue and asked if he could just transfer me to the Customer Advocate manager, Guess what they all went home. Wonderful lied to me again I would get a phone call back. The supervisor tried to tell me why my escrow was in negative but failed to review the entire account and mentioned the analysis. Which one are you referring to 1 out of 4 in a year? Again did not look at the entire account history. He sent a "message" again to The Customer Service Advocate - this time I guess "Justin" was assigned to my account.. Let's see if I get a call tomorrow morning before I call them. Hopefully, this helps other Customers as well. Please review all the negative reviews, BBB for complaints, class action lawsuits, and all public records. read more

Still nothing except now there placing flood insurance on our property that has no structure... Just a very poorly run company.., No call backs no answers just really dumb.. read more

I needed to work with Roundpoint to get a lien discharge. After nothing was done in the initial 10 business days it was finally elevated to supervisiors. While they did reach out to title company for an issue that happened before they took over ,which I apprecuate, they never followed up to see if it was resolved. I called several times to speak with the supervisor and they were either on a call, in a meeting or unavailible. I finally received a call 5 days later, and even though I knew the issue was resolved, that person still had no idea. Horrible service from a company I did not pick and can not change. Worst experience. read more

Our mortgage was sold to RoundPoint Mortgage or should say SuckPoint Mortgage. Every year we have to jump through hoops to proof of a Master insurance plan from the condominium association. We own multiple properties with different mortgage companies and this the only company that doesn't verify the insurance on their own. The letter they send talks about DEBT collection, flood insurance for common areas as in accordance with or loan. Our loan says nothing about floods, yes I read it. Additionally we have never once been late on a payment, so why send me a letter about DEBT collection . Avoid them if you can. Can't imagine how bad they would be to work with if you didn't have a great credit score and had an issue. read more

Our mortgage was transferred from Flagstar Mortgage, which was great. I've been trying to pay my mortgage and Roundpount's online service site is down. I've tried to reach a live person, after waiting through 10 minutes of recordings. When I was finally given an option to speak with someone, I was told that I was 99th in line!! I had no choice but to wait for a callback which means I have to keep my phone with me at all times!! And their so-called chat feature is useless. Terrible company. read more

My loan was sold to this company and from day one, the website is a compete joke. VERY confusing and even contradictory with some information. I have had issues with my mortgage being deducted from my bank account (I use autopay) but NOT showing up as a payment??? I have never had this issue with any other mortgage company I have had in the past. Looks like I'll be sitting on the phone for at least an hour to get this fixed. read more

My mortgage was transferred here Jan/ Feb 2024, and I'm not convinced they're a real company. They completely ignore new customers. No one answered to emails. Initially the phone trees were dead ends- they didn't give you an option to speak to anyone. Now, they work, but I'm never able to verify my information. The reps I do speak to are completely incompetent. I was told I'd receive an email in 1 week to set up bi-monthly payments- emails do not take a week to send or receive. I found the form I needed online and emailed it 2 weeks ago- crickets. Followed up- crickets. Called them today and the guy said they weren't able to set this up, but he couldn't articulate why. He asked me to resubmit my request with revised dates....yet he couldn't tell me what the new dates should be. Beyond frustrating. I swear I'm sending my money into some random hacker's account. read more

Loan was transferred to Roundpoint a few months ago. This company is way behind the times! They just released an app (Nov 2023)! Customer Service wait times are forever long (you are caller 146 in the que...this is no BS!!!!) They will call you back a few hours later, but in my experience thus far the reps that call can't do much so you have to call back several times (I'm on my 5th call/callback with no resolution in sight!!!!!). Communicaiton is terrible! Been told several different stories (none the same!) regarding my escrow account. There are just too many better options out there! I've had delt with several mortgage companies in the past the Roundpoint is by far the worst!!! RUN! DONT WALK FROM ROUNDPOINT! read more

This mortgage company is a terrible!!! Flagstar transferred my loan to Roundpoint and I didn't receive any paperwork from Roundpoint until after I called asking them for it. Turns out they didn't even have my correct address. I made my first two payments in a timely manner and I still got charged a late fee for an error that could have been avoided had they contacted me. They don't care about their customers. They just care about ripping off honest customers! read more

Loan service switched. Called because letter they sent was confusing. Asked them if auto pay would kick in or not, they told me to manually pay, then it would kick in the following month. I did this. It double charged me on the sixth of the month. Their best resolution was to offer to send me a refund by mail(up to 10- 15 days wait). However they advised I go through in dispute the charge with my bank which they claim should only take a few days. I went ahead and called my bank to file this dispute. After waiting about 10 days, I contracted the bank to see if there was any movement, and they related to take up to 4 to 6 weeks total. ..Unacceptable, as either way the next months mortgage would be due by that point anyways. I called around point, and still totally useless customer service, and no accountability for the misinformation and inconvenience. read more

I reject the automated response to my complaint as the issues are not resolved with roundpoint mortgage. I am waiting on being reimbursed for the duplicate payment that was received from the the address that was supposedly not accurate, as well as the late fee charges. I will be submitting information to the AG as well as any bureau that will listen and I encourage anyone else with issues to do the same. read more

Roundpoint is defrauding customers and needs to be audited. Roundpoint is defrauding consumers by failing to post payments in a timely manner and charging consumer's unearned late fees. Further Roundpoint is violating IRS rules by failing to produce form 1098's in a timely manner. I have multiple loans with Flagstar and Roundpoint. I mention this becasue they are both located Dallas Texas. Somehow my payments to Roundpoint which are mailed at the same time regularly are not posted until 3 to 5 days after Flagstar posts their payments. In addition to the CFPB please file complaints with the Texas Attorney General consumer portal. read more

Roundpoint bought out my mortgage from Flagstar. If Flagstar was marginal, Roundpoint is a nightmare. It is very difficult to speak with a live person - the number of prompts one must navigate borders on the absurd. They did not have their system set up in a timely manner when transferring Flagstar's accounts over and the quality of Roundpoint's customer service indicates they are probably not training or paying their people very well. AVOID THIS COMPANY IF AT ALL POSSIBLE. I would give them a 1/2 star if I could. After reading some of the other reviews, it seems fairly clear this company is only in it for the profit. They are on par with loan sharks. read more

Easily the worst mortgage servicer I've ever dealt with. Trying to get a reimbursement check from an insurance company endorsed has taken over 3 months. And I'm being informed now they need more information that could have been asked for 3 months ago. I can see by their ratings that a lot of other people feel the same way. If you ever need a mortgage run screaming from RoundPoint Mortgage. read more

My home insurance was twice dropped because they didn't pay, and getting a person on the phone to problem solve seems almost impossible. This said, everything does eventually get done, but the process leaves a lot to be desired. read more

THE worst customer service I've ever experienced. A poorly run organization. I NEVER pay my bills late. They had a posting issue and reported to the credit bureaus that I made a 30 day late payment. There has NEVER been a late payment on my credit report and I'm 65 years old. I've made numerous calls and emails to have this corrected with no success. My credit score was consistently in the 830's their mistake has brought me down to the 770's read more

worst people and company. my previous mortgage sold my loan to them and i am stuck with worst mortgage provider. They are not responsive and most of the time they have people from other country that they do not speak English as well. Stay away. Stay away. Stay away. Stay away. Stay away. read more

The worst customer service- I am trying to help a customer of theirs, and they called in and authorized me to discuss the loan on their behalf. The authorization is good for 24 hours. I called and they said they were sending me a document via email. I did not receive that document and when I called the next day they said they needed the customer to call again. I said you have proof you were approved to send me the document yesterday, I did not receive it so please resend it. They still will not until the customer calls in again. How ridiculous does this sound? read more

If they bought up your mortgage I pray for ya. Unable to explain things, increases without warning, and customer service is difficult to understand. read more

UPDATE: Finally spoke to a customer service today and he had no idea what I was talking about with the "Quarterly Meeting" and in fact told me he DID NOT attend any "Quarterly Meeting". Thanks for lying Roundpoint!!!! read more