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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

  • 465 total complaints in the last 3 years.
  • 194 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: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.

  • Initial Complaint

    Date:03/11/2025

    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.
    Unable to reach the company via telephone. Their automated phone system sends me in a loop. The company asked me for proof of homeowners insurance which I sent to them, but they still charged me their price for hazard (home) insurance. My new mortgage (escrow) amount has increased over $500 despite answering their request. Cannot reach them to ask about the charges or explanation of charges.

    Business Response

    Date: 03/24/2025

    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.

    Customer Answer

    Date: 03/24/2025

     
    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:03/04/2025

    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.
    Our property flooded in Aug of 2024, insurance came out and did an inspection and provided a check for the repairs in Dec of 2024, which we sent over to Roundpoint Servicing LLC along with all the documents they requested for. They received it 12/27/24. The instructions provided were to call them to schedule inspection so they can release funds to provide to contractors working on the repairs. We started calling beginning of Feb when the repair was about 1/3 done and Roundpoint said they will have inspector call us to schedule in the next 3-5 business days. We waited and no one called. We called back again in about a week and was told us the same thing to wait another 3-5 business days. This kept repeating until 2/20 when we called again but this time they said they can't order inspection because they are missing a document which I had provided in the package on 12/27 (they deposited the check but apparently did not get the document). I immediately emailed the document per their instruction on 2/21. The contractors have been asking for payments and we do not want to delay the repairs anymore, we want to move back home. Then on 2/25, I spoke with ***** from Roundpoint, I made sure that the email I sent on 2/21 with documents they requested are received. He confirmed it is and said the inspection is ordered, please give them 3-5 business days. I'm going in loops but I chose to believe ***** again as he confirmed the documents I emailed were received. On 3/3, I called and spoke with another **** she said ***** didn't order the inspection and she will order again with expedited turn time so I should get a call on 3/4. Frustrated but there's nothing else we can do than to wait for that inspection call. By the end of day 3/4, I called and spoke with ****, he said that the order for inspection was placed today on 3/4 and it was not expedited nor do they have that process. He said to wait another 3-5 business days. This isn't going anywhere.We need help from BBB.

    Business Response

    Date: 03/17/2025

    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.

    Customer Answer

    Date: 03/17/2025

     
    I am rejecting this response because there's no solution and I have not been contacted by Roundpoint per their response.

    Business Response

    Date: 03/24/2025

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

    Customer Answer

    Date: 03/27/2025

     
    I am rejecting this response because:

    They just send out generic message that they will reach out to me to resolve, I waited many days and still no calls to resolve.  This is not acceptable.


    Business Response

    Date: 03/31/2025

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

    Customer Answer

    Date: 03/31/2025

     
    I am rejecting this response because:

    They keep sending generic responses that they will contact me directly. I still have not received any calls.  What is the next step of BBB? Their responses are automatically generated to waste our time and if we don't respond in timely manner this case is closed.


    Customer Answer

    Date: 04/01/2025

     
    I am rejecting this response because:

     

    Date Sent: 3/31/2025 1:34:32 PM

     
    I am rejecting this response because:

    They keep sending generic responses that they will contact me directly. I still have not received any calls.  What is the next step of BBB? Their responses are automatically generated to waste our time and if we don't respond in timely manner this case is closed.


     


    Business Response

    Date: 04/08/2025

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

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair 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.
    Ive had roundpoint for a few years and keep getting insurance letters. This year I received on (the first) that the language in the letter borders on harassment. I have insurance on my house and car, k always have and they act like Im a criminal. I can not force nationwide to send them proof AND I dont have a fax machine.

    Business Response

    Date: 03/17/2025

    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.

    Customer Answer

    Date: 03/17/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, I was able to get ahold of someone in the resolutions **** the matter was finally settled and a complaint lodged into their system 

    Thank you. 

  • Initial Complaint

    Date:02/27/2025

    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 am writing to express my concern and dissatisfaction with the payment options available for my mortgage. I recently discovered that *********** does not allow customers to use their debit or credit cards to make mortgage payments. This restriction is highly inconvenient and does not make sense, as it limits customers to only one form of payment. In my experience, financial institutions offer multiple payment methods to accommodate their customers' needs. I have never encountered such a restrictive policy.I urge Round Point Mortgage to reconsider this policy and provide additional payment options, including debit and credit card payments, to ensure a more flexible and customer-friendly experience. Thank you for your attention to this matter.

    Business Response

    Date: 03/13/2025

    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:02/26/2025

    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.
    I had damage to my property which warranted an insurance claim to be paid for the damage. The amount paid was more than $40,000 which apparently needs to be sent to the mortgage servicing company to be signed and sent back. I sent the full claim payout to Roundpoint to follow their requirements as the loan servicer on February 5, 2025. I was told that the check and supporting paperwork would take 2-3 business days to approve, as it is my money and they are just needing to sign the check due to being named on the title as the loan holder. It is now February 26, ************************************************************************* the documents are being reviewed by the ************************ Fun fact, no one is allowed to contact the ********************* and I am told they only work in the back-end and their customer service staff, who are definitely outsourced to another company, can't even contact the draft loss department. For two weeks I have been told that my request is being expeditated and to call back in a few days, because apparently no one has the ability to contact me directly to update me on MY MONEY. I called today and was told there is nothing I or the customer service staff could do but wait for the ticket to finish. This has been a terrible experience and every timeframe I was given has passed by Weeks.

    Business Response

    Date: 03/11/2025

    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:02/25/2025

    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 Roundpoint Mortgage and have had nothing but issues with the escrow department! We received a letter Jan ******* stating for $***.** they could insure our flood policy inhouse ( which we are trying to get out of a flood zone because our house is on highest point and not under flood. ) Instead of paying our usual flood insurance company $****.** which is more than double what RP said they could do. Our policies renew in Jan of every year and in July of last year they paid out $****.** to the old flood insurance company who did not even request payment because we cancelled and went lender placed!! So almost two thousand dollars sent to someone who didn't even request it, and it wouldn't of even been due then! So the old flood ins sends us back the check in which we deposit and make a payment in full back to our escrow, and then they redo escrow analysis my payment goes up again!!!!!! Fast forward to october and we finally get it back into what it should be and the payment to flood should be $***.** and then in december we are supposed to get escrow analysis done again and they send a check for $***.** and it doesnt happen untill Jan and they refund another check for $****.**.escrow anaylsis is finally done and we get our payment down, it's still $** off so i make the payment for the extra amount they did not include. Well fast forward to today and they paid out lender placed for double the amount we have in paperwork and in emails!!!!! all for them to tell me to call back in two days!!!!! why did they pay out to a company that did not even send an invoice? why is my lender placed double what we were quoted? this has been going on since January of 2024 and has been messed up since the day they took over my loan!!! We are not late on our payment and always do what they ask!!

    Business Response

    Date: 03/04/2025

    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.

RoundPoint Mortgage Servicing LLC is NOT a BBB Accredited Business.

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