RoundPoint Mortgage Servicing Corporation - El Paso - CLOSED

Brian Williams _{on Google}

Mar 22nd, 2020

Veronica was extremely helpful to start - very responsive and informative - that's why we decided to go with her. She also assured us that closing in 7 weeks time would not be a problem.
Though I had concerns as our closing date was getting closer, Veronica continued to assure us that she would say if there was anything to be worried about. The week before closing Veronica stopped being responsive and would not return calls or emails as she had before - until two days before closing when she became almost completely unresponsive.
Phone calls, texts and emails were not answered. Our closing date came and went with very little explanation. When I asked for Veronica's managers contact information, she told me she would need his approval before giving it to me. 24 hours came and went without her manager contacting me.
I eventually got in touch with a branch manager at another location who was appalled at the way I had been treated. Within an hour she had Veronica's manager contact me and we got things back on track with his assistance.
All I asked of from Veronica was communication - I understand hiccups happen in the loan process - however she failed to communicate at the time when we needed to know what was going on the most.
She left my family scrambling to find a place to live because she made assurances she shouldn't have and then she made the decision to cut off communication when she realized her error.
If it's important to have a loan officer that you can count on & one that will communicate with you - PLEASE DO NOT MAKE THE SAME MISTAKE I DID - DO NOT USE VERONICA.