RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

best ever, short call, agent had info available when needed, she escalated to supervisor to get what i needed for info that wasn't available. issues resolved in 10 minutes when prior agents took nearly 2 months and i never received the promised phone call follow up. need more like her on your team

Roundpoint purchased my mortgage loan recently and started servicing the loan effective 1/31/23. However, they failed to capture the payment I made to my previous lender on 1/30. I received the first email on 1/31/23 that the transfer had taken place (I was not made aware until after the transfer) and the next notice I received from Roundpoint was a threatening email on 2/24 saying my loan was past due and they were going to ding my credit score. I had only received my loan information to even make a payment one or two days before via mail (you cannot signup online without a loan number). I've contacted Roundpoint three times to have the payment applied to my loan or to have it credited back to my account. They have not responded in nearly a month. I view them as very unprofessional at this stage.

Jean from Michigan very knowledgeable

The person I spoke to was very informed and helped me with my issue. It was resolved.

All I need is a duplicate of my 2022 taxes paid/1098-99 form. I went through the registration process for servicing digital, logged on went to taxes, clicked the download symbol but nothing happened after several attempts. I called customer service. The recording said I was 45th in line so I opted for a call back. A very helpful person called back and after explaining everything to her again, she said she would email a copy of the document to me. That was at 3:30 today. It's 9:30PM now and no email. She said it may take 24 hours but I'm not getting good vibes about this transaction.

very helpful

The gentleman was very rude and not accommodating. Spoke to me very condescendingly. My loan is still transitioning to your company and he was very nasty.

My CS Agent was excellent and helpful with the tools at her disposal. But neither she, nor any other CS agent, can solve an issue that is actually a process; regardless of the level of inconvenience to the customer. Case in point: As I write this review it is mid-March. Two months ago I was informed RP had purchased my mortgage from Mr. Cooper. You took pains to say that because of the transition your company would not be able to take any payments until 2-1-23 or after. Got it. I cancelled my auto payment from my bank to Mr. Cooper and set up the same terms, conditions, and timing for payments to RP. Specifically, my payment to you will arrive on or before the 15th of each month. However, I soon received an invoice from you saying that I owed you a payment. This was followed quickly by two more invoices saying I owed you now for two payments; none of which is true. You received both. I learned today that your system sends out these invoices for payment on the second day of the month. Your time period for payment is until the 15th of the month. So the customer receives an invoice from RP each month; even though the payment period has not expired. And each time you do so, the invoice must be reviewed to see whether or not this is notice for a payment which has already been sent or, God forbid, something else. Either way it falls to the customer to stop the mailings by either paying RP in advance, or taking the time to set up the ACH process. I never got a late notice in the past six years from my Mortgage service company. It simply doesn't happen. But RP has installed a billing system that automatically bills a customer on day 2. The results are already plainly visible. Namely, your system is a one size fits all that doesn't.