RoundPoint Mortgage Servicing LLC Reviews 365

The bank where I had my mortgage sold it to this company, rude/unprofessional customer service, I had my own escrow with previous lenders and Round point push you get theirs and is always looking for ways to penalize you. Do not recommend it, terrible mortgage company

Absolute scammers. Just opened a case with the CFPB and BBB. Also looking into lawsuit options. Had an insurance claim. They conducted an inspection that came back 100%. Agent confirmed inspection passed and insurance funds will be released. A week later, I get calls from inspection companies saying Roundpoint has scheduled more inspections. They apparently screwed up some paperwork and now want to hold my insurance funds another couple months. Timeline I was given: “After inspection, we will take 3 business days to review, 3 business days to release the funds, then it takes us at least 30 days to mail it to you.”

Stay away. Customer service is utterly useless as well.

Edit: they replied with typical copy/paste response and they have 0 intention of actually resolving the issue. I’ve been promised a manager call as well but nothing so far.

Business practices are shady at best. they changed my autopay amount, leaving a balance. did not accept my next autopay. Did not tell me about this as it is against company policy to leave a voicemail? What? And the couldn't email me because it seems that is just for sending advertisements to look for lower insurance rates. Customer Service was a joke. 25+ minute phone call with the rep just repeating herself. Flag Star Mortgage, which was a GREAT company, sold my mortgage to this incompetent company. I can't wait until they sell my mortgage to someone else. Stay away from this company, if possible. if your mortgage is sold to them, be diligent and check your account often on their website.

The people on the phone are generally helpful, however, I am having difficulty getting automatic payments taken out of my bank for mortgage payment. I sent the form in early July 2024 and was supposed to go into effect for August. However, unbeknownst to me, it never went though, and after vacationing in September, I came home and discovered that I had missed two months payment. I paid this immediately but was still reported to credit board. I appealed this and was told that I would receive a response but never did. I called a couple months later and found out my request was rejected. On that same call, I requested the auto withdrawal be processed and called today and found out it still hasn't been processed..

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!!!

Pray you don't have to call customer service. The call center is in India and the "help" was barley understand able. It took 30 minutes and a transfer to a supervisor to resolve an issue that should have taken 30 seconds.

If I could leave zero stars I would. Our mortgage was transferred to Roundpoint. We found out earlier this month. We found out several months after this had happened. There was a “mix up” with our previous provider and our mailing address. After calling Roundpoint we discovered they reported us “late” to the credit bureaus and they had our welcome letter and all other mailers they sent which came back as “undeliverable”. Digging deeper we asked why we never received a phone call, email or a voicemail. We were told they do not leave voicemails. And the number that was provided shows up as spam on our phones so we had no clue who was calling We have been waiting on a “decision” for a week to redact our “late penalties” with the credit bureaus. As a result this has ruined our credit and is impacting us on a home purchase. Stay away! You get the runaround on the phone and everyone you need to talk to is unavailable for days or they are “not allowed to interact with consumers”

Round point is holding my insurance check even though their system says my house repairs are 100% complete. I call every week for the last 3 weeks just to be told, don’t call again until the next Friday as we don’t have an update- no one has reviewed your file. I have materials wracking up interest on my credit card and a contractor to pay off.

Roundpoint ARE crooks. We sent a payment on 1/7/25, It never posted, so on 1/16/25 I called in a payment, spoke to customer service and she asked if sent check was cashed. I said not as of yet (1/16/25). She asked if we cancelled and I said "no" because if they receive it, because they are holding the check and then they post, it would cost me a non-payable fee of $20. She asked if I wanted to apply it to next statement and I said "yes" because we would be paying again in a couple of weeks. I also told her that when the checks were sent with tracking, they only took 6 days to get there. Sometimes weather interferes, so I told her I was taking that into consideration this time. I got a confrm # from her for phone payment. That afternoon, my husband shows me that the 1/7/25 check was cashed by our bank that very day. That means that Roundpoint was holding that check. It takes a few days to get back to the bank for posting. Why wasn't the Rep. honest and tell me that the check WAS there but not yet posted? There should be penalties for miss-managing funds. I have already filed claims against this company about their failing to comply with contract. They admitted they changed the terms of the contract. How many times does a company have to have a complaint against them before a class action law suit prevents them from doing business anywhere?

“I would give 0 stars to RoundPoint Mortgage Servicing LLC if I could. This company, connected to Two Harbors Investment Corp and The MSR Holdings LLC, (TH MSR Holdings filed foreclosure, Two Harbors was in connection with Freddie Mac) RoundPoint as the prior and last loan servicer delivery set me up for foreclosure by misusing my escrow funds and excess payments to cover late fees, title costs, and appraisal fees—all while I was in forbearance. They returned my payments, double-charged me for two insurance policies, and outright refused to correct their fraudulent escrow analysis on November 28, 2023. Their deceptive practices are a scam, demanding homeowners provide insurance funds while coercing them into unnecessary, the BBB reviews for example, unfair loan modifications without addressing the underlying errors. They returned payments, intentionally pushed me into default, and filed for foreclosure despite my forbearance status-Active. Avoid them at all costs—this company preys on homeowners with unethical and manipulative practices!”

If I could give less than one star I would. This company is sketchy. They are not forthcoming with information and their website is not easy to navigate.

I have only been with them for a few months, but they have been super understanding and are working with me after I came up short one month after an unexpected home repair. They are not allowed to leave voice mails, so you have to pick up the 877 number when they call.
Good people.

If you look up the word ‘Crook’ in the dictionary the Roundpoint Mortgage logo will be right next to it.

Due to what you’ll read below I have now been forced to enlist both the assistance of the Attorney General’s office and the Bank Commissioner as I will need help sorting through the massive mess this company has caused me.

I received my monthly statement and to my surprise saw my monthly mortgage payment had been raised due to taxes and I had incurred a late fee as well, even though my bank payment had gone through without issue.
When I called Roundpoint I was told by a less than cheerful or helpful woman named Michelle that they had sent a letter to me in September and by law that’s all they were obligated to do. I explained I never received the letter and asked why I wasn’t contacted via phone or email. Michelle once again stated they sent the one letter by mail, and also they didn’t have a phone number on file so they couldn’t call me. (I later confirmed with the previous mortgage company Roundpoint bought my mortgage from that my phone numbers were in fact included). After quite a bit of attitude from Michelle and her somehow trying to claim this was a personal attack, she reluctantly gave me a generic email address to send a dispute to as she told me there was nothing they could do to help fix the damage they had done to my credit score or fixing my “delinquent account”. In reality, Roundpoint simply could have taken the little over $50 up charge from my escrow to cover the change in my mortgage instead of causing so much damage to my credit and causing such a hassle.

I called back to try and speak to a manager to see if we could straighten this out, but instead I was greeted by someone less friendly than Michelle-someone named Tiffany who instead of trying to help became defensive when I politely asked to speak to a manager. The manager had just left for lunch and to my knowledge is still on lunch as I still have not received a call back. I explained to Tiffany it was urgent as I wanted to make sure I didn’t incur any other fees but I don’t know if the message was clear as she hung up on me.

I tried to call back 2.5 hours later, requesting another call back and have yet to receive one.

This company is AWFUL. They’re crooks trying to bully clients around. They lie through their teeth and when they say “we are here to help, really we are” it couldn’t be the farthest thing from the truth.

If you’re looking for the worst customer service, mortgage management and to be ignored, then you’ve come to the right place, otherwise-RUN!

Mortgage was paid off, but autopay still hit. Was promised a refund in 20 days. Still no refund. Customer service line won't connect me to a live person since it says loan is paid in full.

Replied they would reach out. But no contact from them yet. Continuing their unethical business practices.

I own 4 different mortgages for my properties, Roundpoint is by far the worst company I've ever had the pleasure of working with. Every time I call in to resolve my issue, I get a different person of attitude with different notes on my account and a different answer. Unorganized and problematic. Heed this warning, avoid this company!

Update - still waiting for that outreach - all have rcvd from Roundpoint since the promise of outreach is a marketing email about their new logo.

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Avoid if possible. They make the smallest of things like adjust an ACH date or amount a monumental task. I should not have to fill out forms and fax another voided check when all I want to do is adjust the date. I also should be able to click a button and cancel my ACH if I decide I want or need to mail a check. Its 2024, almost 2025, figure it out.

I took am not happy with Roundpoint Mortgage. I don not have them by choice, they bought out my previous mortgage. I'm very good with math and figuring things out, however instead of my payment going down about $20 it is going up $10. I would up paying more into escrow for the past year and figuring it was caught up. We have our house on the market, hopefully it will sell soon. I will never have this company again.

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 only 40k in funds to me to pay my contractors for the repair of my home after hurricane. 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 they told me that someone would be in touch within 24-48hrs. 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 and if they acquire your loan refinance ASAP and RUN !!!!

I wish I could give a zero. I think Jesse James and Clyde Barrow runs this company. They have drained my escrow account, and have not told me where my money has gone. Yet they have charged me for an insurance policy by the Penguin, and won’t produce that policy. Absolutely the worst company I’ve ever dealt with.

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!