RoundPoint Mortgage Servicing

Terrible customer service. The reps are nice but the actual service part is severely lacking. Our homestead deduction had accidentally been removed at the county level. We got that issue fixed but Roundpoint refuses to adjust our payment accordingly. I had called and sent in the required documents in June then had to call 2 other times until they finally put it in the review process which we were told would take a month more or less. Well after the month it is still 200 bucks more than it should be. We are done with Roundpoint and are refinancing now to a different bank. Roundpoint is good if you never have any issues that need resolved.
Sep 12th, 2020

It’s a joke
Sep 11th, 2020

Sep 10th, 2020

Spoke to Roshanda today! As she is managing my acoount she called me to follow up on my forberance plan and to see if my status has changed. I had updated my account to start paying but going thru some personal stuff so I told her to continue to put my account on forberance again. As she spoke to her supervisor and went out there way to put me back on that plan as a courtesy! Thank you to you and your supervisor for being paitent and helping me put until further notice! Always due whats right for the customer especially in these times. I will be calling back when our status changes so we can update. God bless all who read this
Jun 26th, 2020

Avoid at all costs. I scheduled a payment a couple months ago, like I normally do, but accidentally selected my old bank account (closed) instead of my current one, so the payment didn't go through. I get no notification the transaction failed, no notification at the end of my grace period that the payment is still due, nothing in the mail informing me the payment is still due. The only notification I got was an email at the end of the month titled "Your credit may be at risk", which of course sounds like a scam email when I see the notification pop up, so it's promptly ignored. I don't realize what's happened until the next month, when I go to set up that payment and realize my balance is for two months! By then, they had already notified the Credit Bureaus, so my credit score has taken a hit (this is my first missed payment). I get it, it's my fault for selecting the wrong account, but they process the transaction the same day or next business day! My credit card company notifies me immediately when there's a problem with my payment transaction, why can't RoundPoint? They could easily auto-email people a day before their grace period is up (it is 2020, after all). And on something as serious as a late/missing payment, title your emails "Your payment is past due"! It's not like I forgot to pay or couldn't; their system does not help their customers who do try to do the right thing. As others have said, the auto-pay feature on their site does not allow a "current balance" option, in fact, it only allows you to set up the amount of your last payment! I don't use it because the amount changes from time to time, and I don't want the payment to be short. I also haven't been able to set up my online account to see if there are settings I can set to get more notifications, despite reaching out to them to get help with it (you don't need an online acct to make a payment) I didn't even chose RoundPoint; they bought my previous mortgage company, who bought my mortgage from my original mortgage company. Now, I'm a bit stuck with them, because I need to wait for my credit score to rebound back to where it was to get the best refinance deal (my interest rate is already fairly low; I don't think I could get lower now that this has happened). One more sign they don't really care about customer service - watch, I'll get the same generic response they give all their one-star reviews. I only ever see that from companies with poor customer service; it's just a front to appear they have better customer service than they do. I've already reached out to them on all these points through their system, the only reply I've gotten is there's nothing they can do.
Jun 6th, 2020