Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Falsely acquiring flood insurance in Feb 2025 (we think, we really don't know when they added it for sure it's lumped with our escrow so we can't even see how much it is) on our property after receiving proof of our LOMA and recent Flood mapping revision of our area back in November 2024. We have made countless calls, spent an estimated 20 hours on the phone trying to resolve. They always tell us the same thing - they are expediting it to their research team then they never get back to us. No one calls us except for collections and then no one seems to know anything about the research. I believe it's all fraudulent for personal gain. They tack on late fees and threaten collections even though we have been making our regular payment. I have asked numerous times for proof of the flood insurance policy and have not been provided it. The only part of our property that is in the flood plain is pasture and **** agrees we do not need flood insurance. We are at our wits end. We do not have money to sue them but they deserve to be investigated for fraudulent business. We have lived in our residence 10 years and have had no issues with our 2 previous lenders. Roundpoint bought our loan several years ago and we had not ever paid any flood insurance with them until Feb of 2025. Our area was rezoned and the flood plain made SMALLER and Roundpoint is taking advantage of us or just completely incompetent. There is no way to know how much they owe us fraudulently using our escrow payments and auto pay. We have no records of what they have done or owe us. Online records don't even show our up to date payments.

  Business Response

  Date: 04/30/2025

  Hi *******, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2025, I received a call from a RoundPoint servicing agent informing me that my April mortgage payment had not been received. Upon logging into my account on the ********************** website, I saw that the full April payment was indeed listed as due. Given my 30-year flawless record of never missing or being late on a mortgage payment, I immediately made the payment via ACH from my *************** account.Then I confirmed with *************** that our regular bill payment for the full amount had been made on April 2nd and had cleared our account. I promptly contacted RoundPoint customer service and was informed that while a payment had been received, it was "short" by $69.01 due to an escrow increase a fact we acknowledge we were unaware of.However, at no point during the initial call or the subsequent follow-up did any representative state that the payment had been partially received. Refusing to apply a partial payment without properly informing the customer and instead placing the funds in a "suspense" account without clear and timely communication is unacceptable. It is not unreasonable to expect that your representatives should have accurately and transparently disclosed that the received payment was short by $69.01, rather than implying that no payment had been ******* make matters worse, I was charged a late fee of $48.13. When I contacted your representative to request a refund of this fee, given that the shortfall was a minor $69.01 and a result of an escrow increase we had not yet been notified of, I was informed that the late fee could not be refunded.Given that our mortgage carries a favorable 2.85% interest rate, I am concerned that such deceptive practices may be designed to put customers at risk of "default" to create opportunities for the lender to impose penalties or modify terms under less favorable conditions. Whether intentional or due to poor training, this behavior erodes customer trust.

  Business Response

  Date: 04/30/2025

  Hi ******, we are sorry that your experience with RoundPoint has not been up to your expectations. We will contact you
  directly to resolve your problem in a timely manner.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear RoundPoint Mortgage Team,I am writing to follow up on my insurance claim documents, which I submitted via email on April 15, 2025, to **************************************************************** The email included the insurance claim check and the adjuster sheet.Since then, I have made multiple attempts to get an updateboth via email and through several phone calls. During a call on Saturday, a representative confirmed that my documents were received via email and assured me that I did not need to send the physical check. I was told that I could expect a new check from RoundPoint within a few days.However, when I called again this morning, a different representative mentioned she could not access the system and promised to call me back within an hour with an update, but I never received that call. Finally, during a third call this evening at 6:16 PM CST, a representative named Adrial (ID: AR9) told me I did need to send a physical check. When I asked to speak with a manager for clarification, the conversation unfortunately took an unprofessional turn.This inconsistency and lack of accountability has been extremely frustrating and disappointing. I am simply trying to resolve my claim in a timely manner, but the conflicting information and poor customer service have made the process unnecessarily difficult.I would appreciate it if someone from the appropriate department could review my case and provide a clear, accurate update on the status of my claim and any next steps required from my end.Thank you for your attention to this matter. I look forward to your prompt response.I would appreciate if someone can give me call on my number **********.

  Business Response

  Date: 04/29/2025

  Hi *********, we are sorry that your experience with RoundPoint has not been up to your expectations.  We will contact you directly to resolve your problem in a timely manner.

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** mortgage asserts that we had insufficient funds to pay our mortgage and our auto pay was sent back and then turned off. They called from an unknown number and left no voicemails nor did they send any notification via email or correspondence. We have and have always had way more than sufficient funds in the account. They then say we owe a late fee, but cannot provide any proof that they got an insufficient funds notice.

  Business Response

  Date: 04/28/2025

  Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner. 

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against RoundPoint Mortgage Servicing LLC I am writing to formally lodge a complaint against RoundPoint Mortgage Servicing LLC regarding an unresolved escrow overage issue. Despite their claim that a check for the overage amount was sent and subsequently cashed, I have not received or cashed this check. My bank records clearly substantiate this fact.On November 31, 2024, I filed a complaint with RoundPoint's customer service department. The matter was then referred to their fraud department, which assured me that an investigation would be conducted within 60 to 90 days. However, as of today, April 19, 2025, no progress has been made, and the issue remains unresolved.The last correspondence I received from RoundPoint was on December 28, 2024, and since then, there has been no further communication or update on the status of the investigation. This lack of action and communication is unacceptable, especially considering that the promised resolution timeframe has now been exceeded.Additionally, I inquired about the possibility of applying the overage amount directly to my mortgage balance, but was informed that this was not feasible as RoundPoint is not a bank. This response is unsatisfactory and does not address the core issue of the missing funds.I request immediate action to resolve this matter and to receive the escrow overage amount that is rightfully owed to me. Your prompt attention to this issue would be greatly appreciated.

  Business Response

  Date: 04/25/2025

  Hi ******, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  Customer Answer

  Date: 04/27/2025

   
  I am rejecting this response because:  we did not cash the escrow overage check.  ******** has no record of the check being cashed.  Roundpoint has not furnished proof that check was cashed in an account that we maintain.  Our son is an attorney with ******* & ****** law firm in *******, ***  We will take legal recourse and sue for not only amount owed, but distress inflicted upon senior citizens.
  
  

  Business Response

  Date: 05/01/2025

  Hi ******, we are sorry that your experience with RoundPoint has not been up to your expectations. We will contact you directly to resolve your problem in a timely manner.

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roundpoint has been an absolute nightmare to work with on a hail damage insurance claim and they have now been holding $26,000 of our insurance money that should be returned to us upon endorsing the insurance check. They are not communicating with us, tossing us around, saying a manager will call us back. They first told me I needed to send an unsigned check which required asking my insurnace company to void and send a new check. A month later they returned that check to me saying to send a signed check. I was frustrated but did as I asked. I requested overnight service and paid extra to priority mail the check to them. Two more weeks passed without a check from the, so I called and just now, three months into this, they say they cannot release the funds without an final inspection. I have multiple voice mails and text messages indicating that the final inspection happened on January 4. I finally had to get the insurance *** employed by the contractor involved to see if he can move it along. Meanwhile, we've wracked up $311 in late fees which I doubt they'll pay. It's beyond unprofessional of them and completely unacceptable that they are holding my money like this, jeopardizing my credit with this outstanding bill, and inconveniencing the contractor who completed the work last year and is still awaiting their payment. I have spent tens of hours trying to get this money. I would 100% switch mortgage providers if I could do so without refinancing but now I am stuck with a horrible mortgage company for 20+ more years because it makes no financial sense to refinance under the current much higher interest rates. I think there is some kind of fraud happening here, that they are holding money and profiting off of it or something and just delaying paying it out to me for as long as possible. I don't know if I'll get my insurance money without getting a lawyer involved.

  Business Response

  Date: 04/21/2025

  Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will connect you promptly with an individual who can help resolve your problem in a timely manner.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is Monday, April 7 and Roundpoint Mortgage phone systems are down. I received a higher than normal withdrawal by ******. I can not get in touch with them via a phone call.

  Business Response

  Date: 04/11/2025

  Hi ******, we are sorry that your experience with RoundPoint has been difficult. We will contact you directly to resolve your problem in a timely manner.

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** sold my loan to Roundpoint. Roundpoint is alleging that there were late fees on my account, which they are not able to verify. They said that the fees occurred while the account was being managed by ********. I have provided documentation from Flagstar, yet Roundpoint still insist that I owe them.

  Business Response

  Date: 04/09/2025

  Hi *****, we are sorry that your experience with RoundPoint has been not up to your expectations. We will connect you promptly with an individual who can help resolve your problem in a timely manner.
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2024, we had a catastrophic water damage at our house in WA state.The insurance sent an initial check of $51,520.03 to our mortgage company Roundpoint (from here referred as RP). RP sent us $40,000 keeping the remaining $11,520.03 for later. This was May 2024.We communicated to RP by email on 27Sep2024 that the entire project was finalized. ** asked for an inspection. The 1st inspection was completed on 24Oct2024, but ** did not release any funds (neither the $11,520.03 to us nor the $16,258.12 issued in May 2024 to the water mitigation company for the work they did in May 2024. For unknown reasons, RP asked for a 2nd inspection, which happened on 05Dec2024, (same inspector, same inspection, no directions were given to him). Meanwhile, my insurance company finalized the review of my claim and based on all my receipts, they sent us an additional $100,000 as reimbursement; the check was sent to RP around mid-Dec 2024. 03Jan2025: ** promised to release the funds within 3 business days. 10Jan2025: RP asked for the "intent to repair" form; I provided them on 13Jan2025. 17Jan2025: RP asked for another inspection. 24Jan2025: RP asked for the insurance adjustor worksheet to reflect the $100,000 payment; I provided that right away, they promised to release the funds within 3 business. 29Jan2025: no update. 05Feb2025: no update. 06Feb2025: RP said the inspection was requested on 05Feb2025. Friday 14Feb2025 (merged call with ********* adjustor who provided again the worksheet. 27Feb2025, no update. 28Feb2025: no update; 07Mar2025, RP asked for the contractor breakdown; I provided it on the same day. 14Mar2025, no update. 21Mar2025, no update. 25Mar2025, no update. 28Mar2025, no update; RP ordered the 3rd inspection on ************ of 28Mar2025 RP is still holding $111,520.03 from us.This delay is caused by RP lack of clear procedures (i.e. not asking all the required docs back in Sept 2024).Of note, we NEVER missed a single mortgage payment.

  Business Response

  Date: 04/04/2025

  Hi ***** we are sorry that your experience with RoundPoint has been difficult. We will connect you promptly with an individual who can help resolve your problem in a timely manner.

  Customer Answer

  Date: 04/04/2025

   
  I am rejecting this response because 

  the business hasn't provided any explanation for these delays. We need to know in details why the release of these funds has been delayed, what are the procedures when they receive funds from the insurance company, and why their requests did not come all together once they received the insurance funds, as a reasonable person would expect. The business promise to follow-up is not considered reliable at this point. 

  
  

  Business Response

  Date: 04/08/2025

  We will contact you directly to resolve your problem in a timely manner.

  Customer Answer

  Date: 04/11/2025

   
  I am rejecting this response because:

  As it happened in the last 7 months, Roundpoint is not committed to resolve the issue; instead, they keep on using various tactics to delay the process. They called me to verify my contact info (this is not helpful at all, they had been doing this for 7 months) and to ask if an inspection was already scheduled, which they should be aware, since Roundpoint itself requested an inspection. 

   

  
  

  Business Response

  Date: 04/15/2025

  We will contact you directly to resolve your problem in a timely manner.
  

  Customer Answer

  Date: 04/18/2025

   
  I am rejecting this response because:

   

  Roundpoint is not committed to resolve this issue, and the true of the matter is that the issue still persists.

   

   

  
  

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made payments on the mortgage, not only on time every month, but well ahead of time. Then Roundpoint offered autopay so I signed up. The problem is that the autopay didn't kick in on time and so I was charged $87.32 late fee. I trusted your autopay to make the March payment because the website stated I was enrolled in autopay. No, I didn't see the fine print. Nor did I evwer choose Roundpoint. My mortgage has been resold two or three times without my consent. If this is not corrected, I will file a small claims case. If you impact my credit score, I will file a Superior Court Action and I am a paralegal fully able to deal with that. I expect my mortgage company to support me as a customer and not use every opportunity to steal from me. Both my money and my credit score are very important to me. When a company such as yours tries to take advantage of me, it is upsetting beyond belief. My credit score is over 800 and I have worked very hard for that and that demonstrates that I always make my payments on time... unless when I am being mislead.

  Business Response

  Date: 04/09/2025

  Hi ******, we are sorry that your experience with RoundPoint has been difficult. We will contact you directly to resolve your problem in a timely manner.