Customer ReviewsforRoundPoint Mortgage Servicing LLC
182 Customer Reviews
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Review from Mona D
1 star03/04/2024
We were recently transferred to RoundPoint from ************** We requested our *** to be removed since we reached the required 78% value of the payment after an additional payment to the principal balance. According to their website, the *** should be automatically removed when it reaches 78%, however when we called their customer service, the lady we talked was just making up excuses: Here are the excuses she made: 1) *** termination will not kick until 2025 (this is only true if we haven't made extra payment to the principal, but we did make the extra payment to bring it to the required 78% and below); 2) if we want to remove the ***, we need to fill out the valuation form (this is not true since their website says this is only needed when you haven't reached the 78%. Also, there is a substantial increase in our house value since we bought the house that this valuation form doesn't even add any value to the removal process. Their website mentions, *** will automatically terminate on the date the principal balance of the loan is first scheduled to reach 78% of the original value of the property based solely on the initial amortization schedule.); 3) She also said that our current loan balance was 78.1%, which was not true since we used their calculator to arrive at *****% in our loan-to-value amount.4) When the representative ran out of excuses, she said she will talk to the loan servicing department. I was on hold for several minutes. When she got back to us, she said that reaching the 78% and below is just the initial process. Again, according to their website once the loan balance reaches 78% and below, the *** will automatically be removed (see #2 above).After all this, we said their process was so arbitrary, and the representative just immediately cut us off. We called again and the office said their office are closed early (their office hour is from 8-9 PM EST). Our first conversation was 5:47 EST and she hang up on me around 6:25 PM EST.Review from Eric B
1 star03/01/2024
Unprofessional. Unpleasant. Severe lack of transparency and communication. Impossible to get an hold of anyone. Avoid them as your mortgage lender at all costs.Review from JD M
5 stars02/24/2024
My mortgage has been sold over 3 times and in October it was transferred to Round Point. I had issues with misapplied payments that finally got resolved. Then again I called to make the payments over the phone to ensure everything was done correctly. Upon speaking to an representative I was told that I was behind in my February payment and there was a late charge. I said that is not correct. I have always been ahead in my payments. The representative said, well you need to check with your bank. I replied that I do check every month and the monies were paid. She said I will make a note that you will call back after your check with your bank. I told her I would like for them to get this resolved. I ended up hanging up on her. I was fuming. The following day I called back and explained to a DIFFERENT representative that there is an issue with my account and that I would like to get it resolved. This representative was very understanding and she spent close to a hour to research and get the payments that were posted incorrectly corrected. She was very patience, professional during the process and I greatly appreciated her help getting it straightened out. I am giving that representative 5 STARS. She deserves it. I would give Round Point Mortgage ONE STAR as a company. It is frustrating that as home buyers that we cannot select our own Mortgage Company or Financial Institution. The last 2 that I had were just as bad.Review from Jack M
1 star02/21/2024
Worst mortgage experience Ive ever had terrible customer service. 0 stars . After reading other peoples reviews on different sites, I have realized that this is a nightmare scenario. My home which I have worked so hard for is in the hands of an incompetent fraudulent company. And theres nothing I can do about it. There needs to be a class action lawsuit against this company. I was transferred from Flagstar like many others. It takes hours to get a hold of anybody on the phone and then they hang up on you if they dont like what youre asking or saying theyll give you no help and wont resolve any issues. Im a good customer and have never missed a payment or been late in my life.Review from Mark D
1 star02/16/2024
Absolute garbage. I had my mortgage get transferred this company and they have been a nightmare to deal with. They failed to renew my insurance and have had all kinds of lapses in fees. Avoid at all costsReview from Koo S
1 star02/13/2024
Has anyone thought about opening a class action case for RoundPoint Mortgage Servicing LLC.Review from David F
5 stars02/12/2024
Excellent **************** representative who was very well informed and knowledgeable in dealing with my issue.Review from Melissa T
5 stars02/12/2024
Both people I spoke with were very professional and polite, and they made sure they answered all my questions.Review from ELIZABETH E
1 star02/11/2024
This was one of the worst customer service experiences I have had. The representative began telling my ************* person (we had called only for a payoff amount) about my being in arrears . . . and trying to upsell me on more mortgage choices instead of addressing the issue. The Title person politely told her this was not appropriate and she lost it. She was hostile and irrational and did not even understand what a payoff amount was. Similar experience when I called to get the same information, only to be told the account had not completely transferred and there was no one who could give me that information - except that person only hung up and did not berate me.Your company has a VERY LONG WAY TO GO in customer service. VERY. LONG. WAY.ZERO STARS IS WHAT I WOULD LIKE TO LEAVE FOR THIS RATING. I CAN'T EVEN LEAVE A REVIEW WITHOUT PROVIDING MY PERSONAL INFORMATION. WTF IS WRONG WITH THIS COMPANY????Review from John S
2 stars02/06/2024
Imposible to get anyone on the phone.......Very hard to figure out how to request a call back. Called the only number that is listed and the only thing you can do is request information on tax forms.They hide themselves very well. I do not like this treatment of a company.
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