My loan was transferred to Roundpoint Mortgage in November 2023, and from the very beginning, I've encountered nothing but problems. In July 2024, I received a notice stating I didn't have wind coverage. Despite sending in multiple copies of my homeowner's policy, Roundpoint continued to send me notices and eventually purchased a policy without my consent. They withdrew nearly $2,000 from my escrow account, which I believe is completely unauthorized.
The level of miscommunication and incompetence at Roundpoint is absolutely unacceptable. I've tried to resolve this issue multiple times, but they seem completely unwilling to listen or take responsibility for their mistakes. I strongly advise anyone considering Roundpoint Mortgage to look elsewhere. Their customer service is terrible, and they've caused me a significant amount of stress and financial hardship.
Date of experience : August 22, 2024
Reply from RoundPoint Mortgage Servicing LLC
Updated 6 days ago
Hi Karan, we are sorry that your experience with RoundPoint has been frustrating. Please email our team directly at socialmedia@roundpointmortgage.com. We will connect you promptly with an individual who can help resolve your problem in a timely manner.
Advertisement Updated Jul 18, 2024Have had the same problem since they took over my mortgage. This has been going on for 3 months now. Every time I call, they are going to escalate it and put in requests. Nothing ever gets corrected or happens. Their customer service is horrible I wish my mortgage didn't get transferred.
I would like to delete the one star that I gave them because the email that they provided does nothing.
Date of experience : July 15, 2024
Reply from RoundPoint Mortgage Servicing LLC
Hi Marc, we are sorry that your experience with RoundPoint has been difficult. Please email our team directly at socialmedia@roundpointmortgage.com. We will connect you promptly with an individual who can help resolve your problem in a timely manner.
Apr 25, 2024I'm specifically writing this review because of the ridiculous login hoops I have to jump through to pay my mortgage every single month. Each time, the system refuses to recognize my password, therefore I have to choose 'forgot' and reset it. It's a huge PITA. Just set up two factor authentication and leave the passwords alone -- total waste of my time.
Date of experience : April 25, 2024
Reply from RoundPoint Mortgage Servicing LLC
We’re sorry to hear you’re having an issue with our website. Please email our support team directly at SocialMedia@roundpointmortgage.com, and we will be happy to help you. Thanks!
Jul 30, 2024Your automated system is atrocious. It asks me to enter my account #, ss#, House # and zip code and it adds number or mixes them up. Every time I have tried to call this happens. It takes 10 to 15 minutes to get to a point where the system gives the option to have them call you back. Unfortunately, they don't call back.
Date of experience : July 29, 2024
Reply from RoundPoint Mortgage Servicing LLC
Ted, we are sorry that your experience with RoundPoint has been frustrating.
These guys are a dumpster fire. My mortgage was sold to them, I never had to address any issues before Roundpoint got involved. They sent me a letter indicating that they did not have my insurance policy. No big deal, right? Not in dealing with these clowns. Calling them is useless, they ask you to verify who you are several times, send you on endless phone trees, and then never answer the phone. They have a webpage to upload the new insurance policy, it cannot take a file over 3.5meg. I guess the elementary school developers they have working on the website are "best price" developers or they think it's 1985. I'll mail them a 30 page policy and they can manually deal with it. Apparently they aren't smart enough to understand having online options is cheaper than labor.
Date of experience : June 28, 2024
Reply from RoundPoint Mortgage Servicing LLC
We’re sorry to hear you’re having an issue with our service. Please email our support team directly at SocialMedia@roundpointmortgage.com, and we will be happy to help you. Thanks!
Advertisement Jun 24, 2023Our loan just got transferred to RoundPoint. My initial thoughts were “oh no! Not another service who may or may not screw my account up!”
Imagine my pure delight when I created an account on line - SO easy - and spoke to a customer service rep named Jane. Jane went over and above to answer all of my questions and did so in a professional and courteous manner. She is an excellent representative for your company!
Date of experience : June 23, 2023
Jul 6, 2023I 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.
Date of experience : July 05, 2023
Aug 21, 2023I 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.
Date of experience : August 21, 2023
Jun 23, 2023Both Tasha and Chris were very nice to me. I had to call and request another extension so I don’t lose my home and everything that I have after my husband passed, me losing my job due to the pandemic with the rates going up, losing my husband’s income, losing my unemployment benefits, my metal building catching on fire and had to rebuild and trying to sell my house. I desperately need this extension to give me more time to sell my house so I can pay my loan off.Please 🙏🙏
Date of experience : June 22, 2023
Advertisement Jul 15, 2024Just HORRIBLE!! They bought my loan already set up for auto pay and after about 8 months they stopped taking my auto payments and had me resign up on their website by a direct deposit from my bank account. On June 25th I received a confirmation letter for my auto pay, on July 2 I received a Foreclosure Options Letter, yes FORECLOSURE OPTIONS. Today I spent 2.3 hours on the phone, they never let me speak with a supervisor, trying to make a payment even though all my auto pay banking numbers were still active in my online account. After getting my account current by paying $1258.38, which should not have taken over an hour, they emailed me a payoff statement that I actually owed just $716.72 to end my mortgage loan, my last payment amount, not $1258.38. So, they had sent me a foreclosure letter over my final payment of $716.72, never telling me this was the final payment or amount I owed, only that I was in default of my last 2 months payments for $1258.38, that I could not pay through my online account that still had all my bank account information. JUST AWFUL. I am so sorry if they have your mortgage!
Date of experience : July 15, 2024
Reply from RoundPoint Mortgage Servicing LLC
Updated Jul 16, 2024
Hi Clay, we are sorry that your experience with RoundPoint has been frustrating. Please email our team directly at socialmedia@roundpointmortgage.com. We will connect you promptly with an individual who can help resolve your problem in a timely manner.
