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Business Profile

Mortgage Broker

RoundPoint Mortgage Servicing LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

Customer Complaints Summary

  • 464 total complaints in the last 3 years.
  • 195 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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:04/14/2025

    Type:Order Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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.

  • Initial Complaint

    Date:03/25/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    This company charges predatory late fees. One representative will tell you one thing on a call and that the matter is resolved, only to get an email or another call the next day saying the issue is not resolved. They misapplied funds from a payment made resulting in late fees. Was told I could apply a payment shortfall (escrow amount changed unbeknownst to me) with next payment. Then, promptly charged me a late fee along with another in March. Their practices are deceitful and stop just short of being illegal. I am looking to have this loan moved to another servicing agent.

    Business Response

    Date: 04/03/2025

    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.

  • Initial Complaint

    Date:03/24/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Our bank did not transfer money from our savings to our checking account. So our ********************** payment was denied the payment. We called and payed the mortgage. Roundpoint is charging us 2 fees. One for insufficient funds, the other fee is for a bad check.I called them and explained that the situation was not our fault and that we are always diligent.I asked them if they would wave the fees and they refused. The fact that they charge 2 fees is excessive.

    Business Response

    Date: 04/03/2025

    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: 04/03/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My mortgage was sold early in 2024 to RoundPoint from Flagstar; without notice or reason my monthly payment was raised ****** per month. After an escrow analysis, it was lowered back to the original amount for one month. It went up again, without explanation the following month, but by a different amount, and then again, the next month, all without suitable explanation. I have run the amounts by my insurance company, as well as the county auditor and according to them there is no reason for this the amount of this increase. We also had a small kitchen fire on Oct. 19, 2024, and filed a claim that day with our insurance company, *********. Due to lack of response by RoundPoint, as of today, Thursday, March 20, ***************************** our home. It is sitting vacant, and all work has ceased. RoundPoint is holding funds in their escrow account collecting interest on MY MONEY while not protecting my/their investment and scheduling an inspection, as required by them to release the additional funds. This company is actually holding me hostage. Their customer service is the worst I have ever experienced, and I am in the hospitality and service industry. After waiting seven weeks for them to just endorse and release the first payment, they require an inspection for the second installment. I have called for a month without a response; no inspection. Today, I called, and ********* was able to give me the phone number for the inspection company, for ****, so I could schedule it myself. I was greeted by a lovely woman called ****. She advised me to hire an attorney, and she would be happy to testify that this company is, at minimum, fraudulently giving out information. She has had countless people, all from RoundPoint, call her with the same complaint! Honestly, since August of this year, when the mortgage increase occurred, I have spent hours and hours AND hours on hold and then one the phone with them and am convinced something is terribly wrong.

    Business Response

    Date: 04/03/2025

    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:03/20/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Submitted multiple payoff requests which were supposed to be ready with ***** hours. Only contact is to use them for another loan. It appears they are holding my requests hostage while they try to intercede.

    Business Response

    Date: 04/03/2025

    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.

RoundPoint Mortgage Servicing LLC is NOT a BBB Accredited Business.

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