RoundPoint Mortgage Servicing LLC Reviews 365

My mortgage for a rental property was sold to RoundPoint in October of 2023. The original notification was sent to the rental property (where it was seen as junk mail by my tenants). Not being informed our mortgage was moved (no phone call, no emails or voicemails), we continued to autopay our old lender. We only discovered our loan had moved when RoundPoint sent us foreclosure warnings via certified mail in January. The balance was immediately paid as a result and auto payments to RoundPoint were set up. However, they filed a 60 day late payment with all the credit agencies. So after submitting all my documentation with RoundPoint and a few conversations showing the clear issue (and that we were continually paying our mortgage to the old company), they refused to retract the 60 day late penalty. My credit score went from 780 to 620. Where it will not go back to being high again until 2030 according to an Experian agent. RoundPoint's agent response to me was 'if we retracted this for you, we would have to do the same for everyone else.' They appear to operate that all late penalties are equal. And to casually treat it as such feels predatory in nature given the harsh credit consequences. Especially given that the thin line between a perfect credit score and one with RoundPoint Mortgage is a letter appearing as junk mail getting opened by your tenants. Do better RoundPoint. And please start by restoring my credit to where it should be.

What a terrible loan servicing agency to get stuck with!!!

I was suffering the brain fog associated with Covid. This caused me to fall behind on my mortgage, and eventually let to foreclosure. I was unable to get online to pay my mortgage, and found it difficult at best to call them due to work schedule. They had completely blocked my online access. Then they filed foreclosure and I had less than a month and a half to get fully caught up, despite the brain fog I had informed them about. Now the place went to foreclosure even though I begged for even one week extension, as I had the money to pay but it was in investments and not immediately available. So I, along with my 7 year old son, are soon going to be without a place to live, just because they were unwilling to work with me for even one more week

I'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.

They transferred my mortgage from Flagstar Bank to Roundpoint LLC in 2023. And it took until April of 2024 to get things right and me had to pay late fees because they tried to blame it on my bank telling me that my bank being a month late every time, this is ridiculous and I had to pay late fees, when my AUTOPAY pays on time as it has done it for years. I had owned a house for 26 years and never have a problem with it.

Not sure how they can still legally operate with all of the shady tax escrow scams they pull. Impossible to reach a live person, no chat or anything. Read your mortgage statements carefully these guys are predators.

I’m really disappointed to be a RoundPoint customer. I would never suggest this terrible company to anyone. We have had a lot of problems with misapplied funds. Even when we tried to call their helpdesk, send them emails, and requested that they solve the issues, they wouldn't resolve anything. I have made payments twice a month, and for some reason, RoundPoint has made incorrect decisions, applying each payment differently. The first payment is for the monthly mortgage, and the second is applied to the principal.
As a result, I have had a few missed monthly payments which have been accumulating every month since we became RoundPoint customers.
So, I requested that the RoundPoint customer help department resolve all the misapplied funds and recalculate my current balance. I even sent them a signed bi-weekly application form. We have never received a response, either by email or phone call, just to confirm that everything is being addressed, they understand the problem, and they are doing their best to resolve it.
Instead, I still have to call them every week and engage in absolutely useless conversations over the phone, trying to fix the misapplied funds and stop the accumulation of debt on our balance. Now we know that RoundPoint is the most terrible mortgage company we have ever dealt with. 🤬🤬🤬 🤬🤬🤬

I recently had the pleasure of interacting with one of RoundPoint Mortgage's stellar customer service representatives, and I must say, the experience was nothing short of exceptional.

From the moment I reached out for assistance, Carolyn exuded warmth and professionalism. Her pleasant demeanor immediately put me at ease, and it was evident right away that she genuinely cared about helping me resolve my inquiries.

Not only was Carolyn incredibly pleasant to converse with, but her competence shone through every step of the way. She demonstrated an impressive depth of knowledge regarding the insurance claim process, effortlessly addressing all of my questions and concerns.

What truly set her apart, however, was her evident passion for her job and the company she represents. It was palpable in every interaction that she takes immense pride in her work and genuinely believes in the value that RoundPoint Mortgage delivers to its customers. This level of enthusiasm is incredibly rare to encounter, and it made the entire experience all the more delightful.

Overall, my experience with Carolyn was nothing short of amazing. In a world where exemplary customer service often feels like a distant fantasy, encountering someone as exceptional as her was truly a breath of fresh air. Her pleasant demeanor, unparalleled competence, and genuine passion for her job and the company she represents make her a true asset to RoundPoint Mortgage. I cannot thank her enough for her outstanding assistance, and only hope the company she works for also recognizes her value to them as a business and their customers. Kudos Carolyn!

My mortgage loan was sold to this company mid last year - 2023. It took them 6 months to develop a full website to service the loans. Started off with a payment portal only because they were likely under capitalized to begin with. And when the site was developed it couldn’t talk to the portal so you had to set up a fresh. Been paying the same rate since they assumed the loan. All of a sudden on March 1, I logon to pay and my rate has increased by $900 a month. No prior communication. After 3 calls (and the last one late in the evening this past Friday), I finally get through to someone who proceeds to tell me that RoundPoint simply recalculated my payments based on an estimate previously prepared by the prior loan servicer that of course had not been mailed to me prior to the sale. He told me they sent me the re-estimate 30 days prior to initiating this increase. I of course never received a notice in any form of any increase! The rep promised to email such notice to me. Of course I have not received it. I now am in a flight or fight situation which is not likely a winner for me given that my interest rate is significantly lower than the rates today!

This company feels like it’s desperate for capital to me and I’m a pawn in its plan to recover its investment!

WARNING Don’t volunteer to do business with these folks. It’s tough enough when you’re forced to because they picked you up in a sale. I will be reporting my situation to every regulator with any semblance of jurisdiction ( if the republicans have left any of those in tact! Lord help us!!!).

ZERO STARS..... Horrible horrible company... customer service representatives are useless good for nothing, each time i call im on the phone for over 45 minutes and the issues are still not resolved. No one knows what they are doing and horribly rude customer service representatives. Kendra from triage dept was extremely rude and spoke over me the whole time not addressing the issue and put me on hold for ever. Hate Roundpoint mortgage

These guys are virtually useless. I think they're literally a "virtual" company with TERRIBLE TERRIBLE TERRIBLE service. They can't even fix their database or even empty their PO Box. TERRIBLE!!!

Roundpoint is defrauding customers and needs to be audited. Roundpoint is defrauding consumers by failing to post payments in a timely manner and charging consumer's unearned late fees. Further Roundpoint is violating IRS rules by failing to produce form 1098's in a timely manner. I have multiple loans with Flagstar and Roundpoint. I mention this because they are both located Dallas Texas. Somehow my payments to Roundpoint which are mailed at the same time regularly are not posted until 3 to 5 days after Flagstar posts their payments. In addition to the CFPB please file complaints with the Texas Attorney General consumer portal.

Called to speak to someone regarding a $70.00 monthly increase in mortgage payment and was told I was #286 in line for a call back.....that was 4 hours ago. Did not choose this company but my mortgage was sold to them by Fleet Bank and unfortunately, I'm stuck with them after 6 years of excellent customer service with Fleet.

Terrible company to deal with. Trying to contact them to correct their errors is just a runaround. Avoid!

In response to their comment below: I'm not wasting any more of my time with your company. Perhaps your "unusual call volume" delays on hold is because you're not solving your problems the first time.

Roundpoint purchased my loan on the secondary market. Have had a horrible experience with them, they don’t answer their phone, and when I dialed “1” to receive a call back I was 527th in line (not joking). They don’t sell any loans on the primary market so they have no reason to provide good customer service or an online portal that is user friendly. It’s unfair to borrowers that we have no escape clause in working with awful companies such as Roundpoint. I’m stuck with them unless the loan is paid in full or refinanced at a higher rate. My husband was assured on the phone that our payments were set up for auto pay, however the payments weren’t deducted as promised and Roundpoint reported us to the credit agencies for late payments. Our credit dropped from perfect to 663. Have had perfect credit our entire lives. Will take us 2 years to build back our credit. I disputed this with Roundpoint twice and was denied both times, as they said they did what they were required to and they’re not willing to remove the late payment reports. Of course, why would they help us? We are forever stuck with them. They make their money off of us regardless.

Absolutely the worst company I have ever dealt with. Trying to settle an estate after a family member passed. My parents were made beneficiaries to this property according to our state’s laws. I have power of attorney due to one parent having dementia and stage 4 cancer. Cannot make the “representative” understand that I have to speak for that parent. They continued to state that this parent needs to call them!!! Aggghhh!!! After an hour of giving information I was told the computer messed up and information had been erased. I was asked (by a financial institution no less) to email names, mailing addresses, FULL SOCIAL SECURITY NUMBERS, and phone numbers to them!!! They are truly the Burger King of mortgage companies.

Horrible customer service. The rudest person i have ever talked to over the phone. Do not use them

Flagstar Bank transferred my mortgage to Roundpoint LLC in 2023. As far as I can tell the transfer went smoothly, but I need to talk to a representative at Roundpoint LLC about tax implications. I logged on and to my surprise they don't have a phone number or chat option on their website. I looked up two phone numbers online, and both numbers were out of service. They had a link on their website to post a question, I requested a representative call me. So far no return call.

I get the sinking feeling this company is trouble, and I'm worried about them about them holding my mortgage. I have no trust at this point.

Worst company ever. No customer service and no one answers the phone.

Website showed dispersed check on 11/20
Never received
Talked to person btwn holidays
Said they could send new one 1/16
Filed complaint 1/16 because new check not on the website
A representative called and said she printed and sent another one to expect in 5 days
Received a check 1/23 with postmarked envelope 1/19
Deposited check
Check returned by my bank on 1/25
Now, I am being hit with penalties at my bank
Filed another complaint on website because I haven't been able to call a human at the company since the payoff
No calls from a representative
This has now cost me money and sabotaged my checking account