Two stars because for the most part the Customer Service agents are very kind and patient. My mortgage got transferred to RoundPoint from Mr. Cooper, which was probably the easiest mortgage company I have used. The transfer process was not bad for me, the only thing I would have liked better was for them to have allowed me into my account sooner so I could confirm Auto Pay was transferred. Thankfully, it was transferred so I didn't have to worry about that. BUT - insurance renewal rolled around and I wanted to make sure it would be paid through my escrow account. Called RoundPoint 2 months in advance about it, was told by the agent that my escrow account would not be paying for it this year. It was very strange because I was pretty sure that was what I signed up for with the escrow account. Anyways, I end up paying $900 on my own to renew my homeowners insurance. Two months later and I see a disbursement from my account for insurance. Called immediately to ask why, the agent told me that escrow always pays insurance and whoever told me that it wouldn't was wrong. So now I have to chase down the insurance company to try to get my payment refunded. Not happy and have had to make many calls in order to do that. I am not sure why I was told in the first place that I had to pay my own insurance. read more

This company is the worst. My Charlotte house mortgage got switched to them three years ago. They still had my maiden name even though I contacted them about fixing it twice. When you call there's a convoluted phone tree that makes it really difficult to get a person on the line. The lady I finally spoke to was nice and they finally got my name fixed. read more

I called to get some clarity about an unexpected increase in my monthly payment. The customer service representatives were completely unable to provide helpful/clear information, and when transferred to the Escalation Department, the associate was quite unprofessional. She kept "telling me" that the requested information was previously provided via mail, despite my denial of receipt of such information. She showed no empathy or understanding of my frustration with the failure, on their part to provide vital loan information. Very disappointing experience!!!!!!!! read more

I have never had any issue after our mortgage was sold to Roundpoint as it was just paying regular mortgage payments and that's about it. This year in May we got hit by the hailstorm and our house was impacted. My insurance company sent the adjuster and within a week released their first check to start the structural repairs. That's when I learnt that I have to get it endorsed from my Mortgage company so I called and got the process understood and shipped the check for overnight delivery with all required documentation including the full repair invoice from Insurance company. I was told that the check will be endorsed as soon as their 2 business day review process is completed. Check was received by them on July 16th and they started reviewing on July 17th and it's been more than 2 days but they haven't sent me back anything. I called yesterday evening and today morning and all I am getting is its under review response. I have a contractor at home doing the fence replacement who will need his payment tomorrow and the check that was approved for my house repair is stuck because my mortgage company doesn't care about customer even after there were multiple escalation requests made. I requested a supervisor to reach out to me and they ghosted on me. Today I was told that they will contact me before the office closes. Still no ETA on when the endorsed check will be mailed to me. Reading other reviews now I am more worried that they will schedule inspection on time to release the final amount . Such a ridiculous service. My 9 neighbours got their check endorsed and deposited in 3 days total from their mortgage company. What are you guys processing ? It's the money I got for repair and I am doing it .. do I have to pay from my own pocket because your company has some stupid process ??? read more

Been waiting 3 MONTHS for my $75,000 insurance check for roofers. Lien on my house and they've filed suit for payment. I sent checks fed ex and even paid for return overnight envelope. Idiots today said it was sent regular mail and should get in 7-10 days. ARE YOU F ING KIDDING ME???????? This company is complete dumpster fire and needs to be avoided at ALL COSTS!!!! read more

No would recommend this company to no one I was given the round a round for a month and the employees didn't know what they were doing as we'll speak English well I couldn't understand them I was charged twice and charged for insufficlients funds all the employees kept stating A supervisor will contact you it's going on a week nothing round point mortgage change to worse service ever read more

RoundPoint Mortgage Servicing - Proof charges of insufficient funds because mortgage was taken twice without letting me know plus it supposed be taken out once not twice - Mortgage Brokers Near Me - Fort Mill, South Carolina

For no reason at all, RoundPoint started taking 2 times the amount for the escrow account for taxes and insurance as a cushion. Customer service I contacted by phone wouldn't tell me why and referred me to an email address. After emailing RoundPoint 5 times to get an answer and to decrease the escrow cushion to 1 times the amount, I've given up. They are the worst loan servicer I've had over the last 30 years, which I've had a mortgage with 6 other servicers. This seems illegal to me. read more

Update 4/1: An inspector was finally scheduled after escalating here on Yelp. I needed to wait almost another two weeks before the inspector had availability. The inspector arrived at my house 3/28 and concluded all the work was done and everything was good. He commented that Roundpoint didn't send him the adjusters worksheet which he found weird. I called in today to see what has happened and their latest update was that the inspection done by the inspector THEY SENT was insufficient and that another inspection is needed because according to them, that inspection only covered the mitigation worksheet DESPITE THE REPAIRS ALREADY BEING COMPLETED AND THE INSPECTOR TAKING PICTURES OF EVERYTHING. Absolutely insanity on this point, just when you think things were on track to resolving, the loss draft department shows how absolutely feckless they are. Do they even read the adjusters worksheets that are sent to them? At this point, my insurance check has been with them for almost two months and they are still continuing to give wrong and incomplete information that is delaying this process read more

I reached out as the owner requested. I received some emails back stating they couldn't find a record of my interaction. I provided all necessary information. They stated I was not authorized on the account so I submitted all needed documentation so they could help me. I requested a phone call. I received this generic response: It has been a pleasure assisting you. RoundPoint Mortgage Servicing LLC is committed to providing great customer service. For future support or inquiries, please contact our dedicated customer service team at 877-426-8805. Our offices are open Monday through Friday from 8:00 a.m. until 9:00 p.m. and Saturday from 10:00 a.m. until 3:00 p.m. Eastern Time. I responded with attachments and doucmentation to Errin immediately. I followed up with a second email. I waited all day yesterday for a response and received nothing. Errin apparently got tired of helping me. read more

Take your business elswhere. I missed ONE mortgage payment due to not receiving a mortgage statement or any other alerts and was charged a late fee. I paid the balance due immediately upon receiving the missed payment letter in the mail. RountPoint refuses to refund the late fee despite the fact that I have a perfect credit score and have never before missed a single payment. They have zero customer service and don't appreciate their customers. There are too many motgage companies to put up with this none-sense. I'm taking my business elsewhere. I never even signed up with them. My loan was sold to this garbage company by my prior lender. read more

Rating is based on my experience with Cheryl ID CYI. I had requested a payoff and wanted to change the closing date. Plus was getting confused why my balance was paid off when I didn't send additional payment. Cheryl helped me to understand what had happened and answered my many questions. Our mortgage loan was originally with Flagstar and it was transferred to RoundPoint. When that occurred I checked on their reviews and was terrified. I've been proactive based on reading complaints like contacting my insurance so they knew where to send the bill to. Our loan with RoundPoint has been about 3 years. Our insurance and property tax were paid on time and the reps I've encountered have been helpful. read more

I didn't choose RoundPoint Mortgage as my servicer--my loan was sold to them. Unfortunately, it's been an incredibly frustrating experience. I requested the removal of both my escrow account and Private Mortgage Insurance (PMI) after meeting all documented requirements, including providing a Broker Price Opinion (BPO) confirming that my Loan-to-Value (LTV) ratio is well below the 80% threshold. Despite meeting all criteria, RoundPoint has delayed the process repeatedly by introducing new, unexpected requirements each time a previous one is satisfied. Most recently, they claimed that escrow and PMI could not be removed because my home is in a FEMA-designated disaster area--a stipulation that was never disclosed previously. They only brought this up after I had met all other requirements. To add to the frustration, my payment recently increased significantly due to a rise in my property's assessed value, yet RoundPoint has not applied my Homestead Credit or adjusted my escrow payments accordingly. I feel that these tactics are aimed at keeping PMI and escrow on my account unnecessarily, and based on other reviews I've read, I'm not the only one facing these issues. If I had a choice, I would have chosen a more reliable and transparent servicer. I hope regulatory bodies can help resolve this, as direct communication with RoundPoint has led to nothing but delays and frustration. read more

Roundpoint mortgage took over my loans servicing. They did send the initial documentation to the address of the rental property the mortgage was on but my tenants let me know. (STUPID, the mortgaged property has always been a rental.) I signed up for auto withdrawal from my account that collects rent. And then I went out of the country. I DID get and have confirmation that I did get signed up. Next thing I know, the two next payments were NOT withdrawn and they dinged my credit. I have 8 Fannie/Freddie mortgages. These guys by far have been the worst. I contacted them and sent them several letters WITH the confirmation letter showing that I had set this up properly... They could care less. Still charged late fees and damaged my credit. Went from 830 to 670 in two months. I am just about to obtain financing on several more properties and this is going to cost me tens of thousands of dollars in less than optimal interest rates on the new mortgages. Never been late before on ANY mortgage in my life. THESE GUYS SUCK! read more

Round Point is now servicing my loan that got transferred to this company. I needed information about the servicing of the loan plus additional information. I call the number listed (877)426-8805 then there's a bot that answers and tell you to press # 1 and infinite amount of numbers for different places but NEVER FOR A LIVE PERSON! After trying for 20 minutes I got unexpectedly disconnected. Tried again and decided to press the "make a payment" button and then they asked if you need assistance with the payment press "Customer Service ". I was able to talk to a polite helpful representative that explained all the details and I am grateful that is why I am giving 2 stars. If it was up to me to select a mortgage company I would not go with this one. The Value of getting a new customer is important and each customer should be treated as such otherwise they will be out of business. read more

RoundPoint Mortgage Servicing - Company's stationery - Mortgage Brokers Near Me - Fort Mill, South Carolina

Really, really lousy customer service. Many,many phone calls lasting at least an hour each; discussing the same issue; which never got resolved. So we took our mortgage elsewhere. Do yourself a favor and steer clear of Roundpoint Mortgage. read more

Roundpoint mortgage has been nothing but frustration. Our mortgage was sold to this company. We purchased our home in Feb 2024 and we were flooded in hurricane helene in Sept 2024. Since then, they have held our insurance claim while I shell out thousands to fix the house out of pocket. They require contractor affidavits which I have supplied, I have sent receipt after receipt to prive how funds are spent, emailed every explanation they ask for. Yet, they still are holding the money. They say every time I call that they are noting the file and escalating this case. No response to my emails. No phone calls. No explanations. Just impossible hoops. I do not recommend this company. ​ read more

we have had a mortgage with them for quite a few years. always get long wait times and inconsistent answers Asked for payoff amount--. their secure email doesnt work on Iphone. just locks up. nothing happens Didnt update extra authorization paperwork. let it expire Didnt transfer all correct information from previous mortgage service Overall poor customer service-- software that doesnt work and no other options like fedex or ups or even usps mail--- nothing customer was on phone for an hour for yhem to finally say there was nothing they can do read more

Over-charged in escrow account. Never explained. I am still waiting for some response to my complaint. AS others have said, "this is the WORST and most inconvenient company to deal with". read more

I had a payment reported as late to the Credit Bureau, unjustly. They were not helpful at all in resolving the issue. Their letters did not reach me, telling me there was an adjustment in my escrow. My auto payment was sent out as normal with the unadjusted amount. There was plenty of money for P&I. They did not make a significant effort to contact me regarding the issue. I immediately sent 4 times as much to rectify the problem. I asked for them to reconsider, and they would not. I have never been late on my mortgage, and my credit score dropped from 840 to 776. If I had a choice, I would not deal with this company. Be careful with your payments. I am consulting with my attorney to see what can be done. read more

No stars really. Roundpoint is a horrible mortgage lender. We suffered storm surge loss with hurricane Helene. Since Roundpoint holds the lien, they must co-sign on the flood insurance check. Roundpoint will not give us the money the flood insurance company says is ours. It has been 6 months since we could live in our home. If Roundpoint sent us the full amount owed us we could be back in within 6-8 weeks. Because Roundpoint is so concerned we are going to take the money and run, which would leave us without a house, they refuse to give us the full amount and it will probably be 5 more months before we remediate our house. They have never answered a single one of my 15 emails to them. Their Customer Service on the phone, well does not exist. STAY AWAY FROM ROUNDPOINT. read more

This is the worst mortgage company on planet Earth. I pray every day that my loan will be sold to another company. I have been battling with them since January about my property taxes. My tax bills were paid late, and yet the late fees were deducted from our escrow account. If I am not in charge of paying the bill, and the whole purpose of an escrow is for them to pay it on time, what is the point of having an escrow account if my bills are not paid on time? I have spoken to several associates and continue to receive the runaround. My experience with them has been horrible. I wouldn't recommend this company to my worst enemy. read more

Awful fraudulent company. They drafted a second payment that I did not authorize and took over a month to get that money back to me. I have spent hours on the phone trying to get the dates of my biweekly payments correct and their incompetent CSRs keep assuring me it is fixed and it is still wrong. It is impossible to speak to a supervisor or someone who speaks English as a first language and you will waste hours of your time while your blood pressure goes up and no one will fix an issue. Terrible company. I would give them zero stars if I could. read more

Like others have stated, this is the WORST and most inconvenient company to deal with. They were real quick to process my request for a HELOC loan getting me locked in and paying more than double back to them, but getting them to do anything that to assist you afterwards takes them forever! I have spoken to 4 different people regarding my Loss Draft Claim and there is absolutely NO urgency. I emailed them my Loss Worksheet 2 weeks prior to them receiving my check from insurance for them to endorse. Check was received on 8/28 and I called them on 8/29 and I was told that they would "escalate it" and to call back on Wednesday, 9/3 to see if it had been processed. Call 9/3, it has NOT been processed and I am told that it "should be" mailed out on 9/8. Additionally, I sent in a PREPAID priority envelope for them to mail the check back to me that allows tracking and to help speed up the mailing process. I was told they will NOT use it by 2 agents I spoke to on 8/29 and on 9/3 the agent said they can note in my account to use it, but it may still not be used because it could be overlooked. Is it that hard to keep paperwork together? How does an 10x11 mailer get overlooked? Careless workers it sounds. So send a check with high value in the mail that can not be tracked. That makes perfect sense. With all the complaints this company has, why not do better to help your customers out that have been out of their homes for a long time, waiting for repairs to be done. This company is what is holding my repairs up! Especially since your company is NOT covering the cost! Insurance has already APPROVED the amount and issued the check. What exactly do you need to review that takes this long? Just endorse the check and send it back out! And the response I was given, I'm not the only one waiting. My mortgage company only has a 2/3 day processing time and WILL use my prepaid envelope. DO BETTER RoundPoint! I will NEVER recommend this company and will share my experience everywhere. read more

I paid my loan off on 6/7/24 was told to expect escrow check in 20 days. You cannot talk to a person at all they don't have a button to push to actually access a live human. I have emailed for 3 weeks and still nothing. Next i am contacting BBB and a lawyer Karen Ward read more

I'm 4 years into my loan. Never missed a payment. Never paid Late. Auto pay setup every month. I received an email saying if I didn't make my payment my credit would be ruined. Check my accounts, yes I made my payment as usual, and it cleared. Call them. Had a very terse person tell me, your monthly payment went up, it was on your last statement. ??? What statement, I don't get these, and yeah I ignore the dozens of emails they spam me with each month. I tell her I didn't know the payment went up, and asked for the fee to be removed. (Late fee $89, payment went up by $51). "You knew the payment went up, and chose not to pay it." ....I hung up. This is not the service that I or anyone should ever get. Go somewhere else if you can. read more

my mortgage got sold to round point about 2 months ago and this has been living hell since the. here it's why: 1) poor costumer service and unprofessional staff 2) lack of knowledge from staff 3)difficult to communicate with them 4) system is down constantly 5) lack of communication from company to costumers personally, they had major discrepancies in my file so the transition was not smooth for me. read more

They stil owe me almost $2000 in overage from the selling of my condo on 10/10/24. By law they has 20 days and they did send 2 checks very quickly but both the escrow and overage checks were in the exact same amount. And when I cashed both, they stole the overage money back even though my overage is more. So now I've e been waiting for the new overage check for A month and a half. I called today and it is still being reviewed or something but I neeed this is 2024 for tax purposes and it is my money from overpaying them bc they did not cash my mortgage checks before the 15th even though I could see it for to them on 9/29. They messed up my closing and I then had to pay again for October so I double paid. My mortgage got sold to them so I did not pick them and they have been nothing but trouble from the get-go. They constantly said that I was late when I wasn't which in turn led to them adding late fees. They asked for my entire 50 page HOA policy and insurance even though I had been sold 3 times before and everyone just asked for the certification front sheet. They were man-handling me to buy extra services from them if I did not send them the entire HOA Book. I should be done with them and now the last thing they do is steal my overage check from me a teacher at the holidays. I don't know what else to do to get my money. read more

My daughter, Allison Day, has a claim with you about the flooding in her home. I live with her and I feel like I am going to have a nervous breakdown. She was told the money was fortcoming. We have lived with a friend for four months. He gave up his master because it was on the main level and I don't do well on stairs . I have a hip replacement and don't do well on stairs. I have an anxious disorder and I am on medication. I go to the house every day to see if the money has come. The contractor is so good and I am afraid tolose him. He calls us almost everyday to see if the check is there. I am a Christian and I am praying for you. I have to believe y'all are good people. Sincerely, Gail Day. read more

This company is nothing more than a scam. Our mortgage was sold to them, and then this past March, when we sold the home and the loan was paid off, they owed us an escrow excess, which we still have not received. When you call, if you can figure out how to bypass the automated system, which they have made as difficult as possible -- then you're put on hold forever, only to get a foreigner who doesn't speak English well, is usually rude, and is no help. First, they didn't bother finding out our new address, saying they just assumed we would still be at the same one -- even though the home was sold and paid off by the bank. Why on earth would they not find that out? Oh, wait, I know ... so they could hold onto our money longer. The escrow check was supposedly first sent to our old address, yet it was never forwarded by the post office, which had our new address, so I suspect it was never sent to begin with. Then the check was to be reissued and resent. After another call, I found out that it never happened. After a third call, I was told it took a month to reissue it, another week to actually release it, and even more time to actually mail it. Now I'm told the check was "just mailed a few days ago." Bulls$#@. I would never choose this company freely; they are horrible. read more

SCUMBAG Mortgage company. I second the idea that they should change the name to "Roundpoint Fuckery LLC" They purchased my loan and barred me from paying it until 45 days later. So when i finally got a chance to pay it was with a LATE FEE! Plus now they have fraudulently added $225/month to my monthly payments. And shame on Flagstar for selling to them. I think these 2 bogus LLCs are run by the same folk. They saw how I paid my mortgage early and often. RP was hoping I would skip payments and get behind the 8-ball. read more

They charged me a late fee when I am in automatic payments with them. It wasn't my fault! Also don't help customers at all! I hate that I am stuck with them! read more

roundpoint mortgage software engine absolutely is horrific. I have paid my house bill every month with ease for several years my loan services switched to round point mortgage servicing and nearly every single time. I am on the website to pay my bill(That's not fun to do anyways) it bugs out and freezes up. I am literally trying to accept terms of services and when I to select the bubble, it won't work so I can't even login. I have refreshed and.refreshed. Nothing is working. I wouldn't complain if this is a one time deal, but this crap happens every time and I have never had so much trouble to try to pay my online bill. It is absolutely embarrassing, roundpoint! read more

This is a horrible company. They lost my mortgage check. They didn't cash another check I sent in for over 3 weeks causing me to accrue a late fee. When I explained the situation, they told me they can't be responsible for the US mail and refused to waive the late fee even though I have not had a late payment EVER as long as I've had the account. My original loan was bought by them. I would never take out a first loan with this company. They also don't mail out statements until a week before they are due and their solution to me was to print out a statement from the website. read more

***Update: I emailed CustomerResolution@roundpointmortgage.com and have not received a response! I've filed a complaint with the BBB and the CFPB.*** I have been trying to get a recast completed for over a month. I've both emailed and mailed the requested documents to pay off 90% of my loan. Roundpoint has not responded. Meanwhile, they continue to delay the process and benefit by collecting interest on a loan I'm trying to pay off. It is impossible to get anyone on the phone in a local office. I need for a local person from the Fort Mill office to contact me with an update. read more

I paid my mortgage last month. Apparently, there was an internet connectivity issue when I submitted my payment. Three days after the payment was made, I received an email stating my payment was late and that a late fee had been charged to my account. I logged back in and made the payment again. As soon as I made the payment for the second time, I called customer service to inquire about having the late fee removed as a one-time courtesy. The agent told me that this happens occasionally and that he would issue a request to remove the late fee and that I would be notified once it was removed, which would be within five days. I never received communication about the request. I logged in this month to pay, and the late fee was still on my account. I called in to inquire once again. I was told by the representative this time that the request had been denied, and I wasn't sure why I wasn't notified. He also stated that RoundPoint no longer issues courtesy refunds for late fees because clients "have been missing their payments on purpose and calling in to have the fees removed." It is very concerning that my mortgage is held by a company that obviously does not have any loyalty to its customers and, frankly, has zero customer service abilities. They won't even waive a fee for a once-in-a-lifetime mishap. They must really need that $72.95! I have also had issues receiving refunds after they double paid my insurance premium out of my escrow account. They just seem to want to hold on to my money so they can draw the interest on it. Additionally, RoundPoint, unfortunately, like many other customer service representative groups, has outsourced its call center. It is extremely difficult to understand their representatives through their thick accents. I am very disappointed with this company, especially since I am forced into giving them my business with how mortgages are constantly being bought and sold. Hurry up and please sell my mortgage again! read more

I have called more than ten times to request the release of our insurance check. Each time, Roundpoint's requirements seem to change. We have fully complied -- passed their inspection, endorsed the check, and submitted all requested documentation MULTIPLE times. At this point, dealing with RoundPoint's customer service has been more exhausting than surviving Hurricane Helene. I have repeatedly been told "5 to 7 business days" over the course of six weeks and ten calls. Good luck getting someone on the phone who actually cares or can provide a sensible answer. This is unacceptable. read more

These people are unethical and beyond disgusting. Scum is too nice of a word. They should just name their business "Roundpoint Fuckery LLC" and their tagline should be "We're here to screw you over as much as humanly possible". My original mortgage was with Flagstar - no problems for 10 years - NONE. NOT ONE. Then they sold it to Roundpoint Fuckerly and nothing but lies, chaos, confusion, insane charges, threats, double-speak, and NO accountability ever since. FOR THE FIRST TIME IN MY LIFE, I HAVE TO GET A LAWYER JUST TO MANAGE MY MORTGAGE. I'm also contacting the Attorney General for Michigan and my state representatives because IT IS NOT OK THAT THESE SCUMBAGS ARE EVEN ALLOWED TO PURCHASE MORTGAGES FROM OTHER INSTITUTIONS. read more

This company is horrible. They say I'm a month behind...Im not. I have called several times, and they keep telling me I am behind! I have proof all of my payments have been paid. I've emailed several times. Now they are charging me late fees!! read more

Loan was transferred to this firm containing fraudulent activity including errors and a shared deceased identity with a similar name as mine......well played!...WELL???????????, read more

I've had some issues with them initially. 2 payments were taken out in the first month that my loan was transferred to them as my new loan servicer, so I had to have on reversed. Then, I had some issues with my payments not going through because they were continuously being reversed each month. I spoke with one individual named Daniela and she was very helpful and suggested I reach out to my bank to see if there was a stop pay put on Roundpoint from their end. Sure enough, this was the case and I was able to have it all rectified in one day. read more