RoundPoint Mortgage Servicing Corporation - Glen Allen - CLOSED

Alex Koury _{on Google}

Dec 3rd, 2020

One star is VERY generous. I recommend hiring an outside consulting company to completely revamp your customer service follow-up process. It is truly worst in class of any company my fiance and I have ever worked with.

Courtney Robertson _{on Google}

Apr 16th, 2020

Today Monday June 8th was my second attempt to close after Freedom Mortgage reached out to me about lowering my interest rate. Sure they did lower it but when it came time to close no call no show! I took off work to wait for the notary to show up for closing.
Now fast forward to yet a second time waiting on a notary to show for closing and 30 mins before scheduled appt he calls to say he doesn’t have my closing documents. He is mad and tells me to call and give it to them between the eyes! I wait on hold with freedom mortgage for 58 mins and the lady helping me was rude and not helpful at all. They said a manager will call me back... still waiting

J.D. Paulsel _{on Google}

Jul 23rd, 2020

I am 31 years old and believe this is the 1st google review I have ever written. That is how bad the customer service is with this company. My mortgage on an investment property was sold to Freedom a couple of years ago and they mismanaged my escrow account which left me with an unexpected 8k tax bill due to my abatement being nullified by the city. After probably about 70 phone calls to get that resolved, I finally received ONE of my promised calls back. However, that person needed to look into something and the next follow up call never came. Essentially, I swallowed the money because I couldn’t waste any additional time.
Their frontline customer service is very friendly and says everything you want to hear, but expect zero follow up if anything needs escalated beyond the basics.
Fast forward to now - I have requested a call back to refinance 3 times over the last couple of months and have yet to hear from anyone. It is truly remarkable how bad the follow up process is at this company and I can only imagine how much money they have lost due to this poor service. Although it’s going to complicate the process and my taxes this year, I cannot wait to sign with another company.