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Business Profile

Mortgage Broker

RoundPoint Mortgage Servicing LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

Customer Complaints Summary

  • 500 total complaints in the last 3 years.
  • 186 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My mortgage was with Roundpoint, I did not choose them they bought out the company that had my original mortgage. I sold my property on May 19, 2025. There was an overage balance. Today is July *******. I still have not received my overage check. I have called over 10 times. Each time they tell me a different story. The automated phone system says I should have received my check within 20 days of closing, today is 70 days. Roundpoint has issued me two checks, I have received none of them. Each time I call they say the most recent check was mailed 3 days before the date I called so I just need to wait two weeks for it to arrive. I still have not received my check. I just want my money at this point, it is over $2000 they are not returning to me.

    Business Response

    Date: 07/30/2025

    Hi *****, we are sorry that your experience with RoundPoint has been up to your expectations. We will contact you directly to resolve your problem in a timely manner.

    Customer Answer

    Date: 07/30/2025

     
    I am rejecting this response because: the response they sent me did not address the issue and they have given me the same response multiple times. There has been no change on their action and I still am without the money I am owed. 

    Business Response

    Date: 07/30/2025

    Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.  

    Customer Answer

    Date: 07/30/2025

     
    I am rejecting this response because: Roundpoint mortgage contacted me and they did not provide information about how they are going to make sure I receive my money. 

    Business Response

    Date: 07/31/2025

    Hi *****, we are sorry that your experience with RoundPoint has not been up to your expectations. We will contact you directly to resolve your problem in a timely manner.

    Customer Answer

    Date: 07/31/2025

     
    I am rejecting this response because: until I receive my money that is over 50 days late I will not accept any response from Roundpoint mortgage. 

  • Initial Complaint

    Date:07/28/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My complaint is almost exactly like one already submitted to BBB earlier this month, dated 7/8/25. My house closed on 3/31 and I have yet to receive my escrow payment as of 7/28/25. After multiple calls, they claim they did send it but the address was wrong (according to them, however all mail was forwarded from prior to new address for several months pre-closing with no other mail issues. New address was updated in the Roundpointe account in April and should not be an issue.) I was told my ***** the check was mailed on 4/16 (#******) but was never received. They also stated they mailed in June to new address but it was not received. When I called July 3 **** told me someone would call me 7/7. I had to call again 7.8 and spoke to ***** who told me the check was mailed on June 3 and would be stopped and reissued. On 7/25 *** told me the check would be expedited and to me within the week. He would not pass me through to a manager, would not wire the amount directly to my checking, and would not provide me a routing number for the expedited check. He stated (again) that my address was wrong, was now updated, and that was the issue. I have zero trust in this mortgaging company because of the multiple misleading and illogical calls I have experienced over the last several weeks. I am very concerned that I will not receive my money and I am concerned that the information they are providing is not forthcoming.

    Business Response

    Date: 07/30/2025

    Hi ********, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.  

    Customer Answer

    Date: 07/31/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:07/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Believed auto pay had been setup, resulting in payment not going through when I believed and getting charged a late fee. Having never once paid late, requested a one time courtesy waiver seeing as the charge was over $120. Was told this is not allowed and they will only provide a courtesy if they charged the fee wrong?? (That sounds an awful lot like fraud and hoping no one notices them adding fees?). Terrible customer service, just kept trying to get me to hang up and wait for a call back.

    Business Response

    Date: 07/29/2025

    Hi ******, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  • Initial Complaint

    Date:07/22/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    *** had a loan with RoundPoint Mortgage Company for several years and never received any insurance related notices until April 2025, when I suddenly got one stating there was no rental insurance coverage. I contacted my car insurance provider, who also handles my condo insurance, secured the required coverage, and submitted proof through RoundPoints website and via email. I also followed up with a phone call to confirm they received it.A few weeks later, I received another notice claiming we had inadequate flood insurance. I called my insurance broker, got updated proof of coverage, and submitted it again. I followed up with another phone call, and the representative confirmed everything was in order and told me to disregard any additional letters that might be sent.I assumed the issue was resolved, but today I received an email stating that $73.68 was deducted from my account for insurance coverage. This seems deceptive and feels like an effort to force borrowers into purchasing unnecessary insurance.

    Business Response

    Date: 07/28/2025

    Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  • Initial Complaint

    Date:07/22/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally lodge a complaint regarding an issue with RoundPoint Mortgage Company concerning the unauthorized imposition of insurance coverage on my mortgage account.Despite having valid and current homeowners insurance in place, I was recently informed that RoundPoint Mortgage intends to place insurance coverage on my property without my consent or approval. I have not received any detailed explanation, nor have I been provided an adequate opportunity to address or dispute this action prior to its implementation.This practice is unacceptable, potentially unlawful, and in direct violation of fair lending and servicing standards. Forced-placed insuranceespecially when unnecessarycan impose undue financial burden on homeowners, damage credit, and cause unnecessary stress. I have provided my proof of insurance, which meets all requirements of my mortgage agreement, and therefore this action is not justified.

    Business Response

    Date: 07/28/2025

    Hi *********, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.  

  • Initial Complaint

    Date:07/22/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Roundpoint mortgage has improperly added wind insurance coverage on the mortgage loan ***********) as of 17 July 2025.a) I have uploaded insurance documents multiple time to the URL/web site provided in the **** letter received (no emails received). Uploaded to **************************************************************** b) The policy coverage I have uploaded on prior year requests is my H06 policy - -which is the same I uploaded this year.c) In *******, the *** is required by law (alabama condo act of 1991) to provide full coverage for the property and maintain insurance on the physical property d) I have uploaded the Evidence of Insurance (EOI) for the *** policy even though this is not my insurance policy nor my responsibility. I do not believe I have provided the *** EOI to roundpoint at any point in the past -- since they acquired the loan from the prior servicer.e) Roundpoint is expected to fully refund the amount change ($467) plus any applicable interest incurred on the mortgage loan due to this incorrect charge.

    Business Response

    Date: 07/28/2025

    Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  • Initial Complaint

    Date:07/16/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The automatic online payment but not enough. RoundPoint consider this is a late payment and file report to cause damage credit score drops 250 points.

    Business Response

    Date: 07/17/2025

    Hi ***, we are sorry that your experience with RoundPoint has been up to your expectations. We will contact you directly to resolve your problem in a timely manner.  

  • Initial Complaint

    Date:07/16/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Told 3x the late fee would be removed. 4th time told too bad! Notice a pattern of how customers are treated. Late fee assessed after I paid escrow shortage on time and in full. They changed my payment amount without telling me. All but the additional was paid early. Charged me $71.90 because $95.87 wasnt paid even though it was not stated on the bill. These people will do anything to take your money. They were told I was reporting them to the BBB and they said go ahead!!

    Business Response

    Date: 07/17/2025

    Hi ****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

    Customer Answer

    Date: 07/17/2025

    I am rejecting this response because:
    I received an escrow analysis in late April. There was a shortage of $******** due by June 1, 2025.  I paid ******** on May 17, 2025. EARLY.  The escrow analysis stated that I had this option.
    I also made my monthly payment that I have been paying of $1,917.33 on May 17, due June 1. EARLY.  NO WHERE on the analysis or the bill does it state that in paying the shortage in full, an additional $95.87 was due. NOT ONE PLACE IS $95.87 stated!  Furthermore, the full amount of $2,013.20 is also nowhere stated.  I understand that my payment could change but as stated online "it may take 1 or 2 billing cycles for the adjustment." You did not receive a response because I never received a message. Additionally, it was never mentioned that Roundpoint tried to reach me until the FOURTH phone call when I asked, "why I wasn't contacted?" and the late fee was no longer being removed. The first 3 times, all different representatives stated that the fee would be removed.
    On June ******* I went online to make my July payment when I noticed that a late fee was applied to my account. I immediately called Roundpoint **************** where the first **** did not understand the problem, so I called back. In speaking with the second ******* she understood and told me that the funds had been misapplied and that she would take care of it and remove the late fee. She told me I needed to pay an additional $95.57 which I paid on the phone that same call. 
    If you take the time to check my history, you will see that I have never paid late. 
    Clearly, I would never choose to threaten my credit or pay a $70.22 late fee over $95.87.  A 74% fee on an amount that was not given. 
    While I understand that $70.22 must greatly affect your bottom line, it's a shame that you care so little about your customers.  I will pay the fee and then continue to share my miserable experience with anyone who will listen. 




    Business Response

    Date: 07/18/2025

    Hi ****, we are sorry that your experience with RoundPoint has been up to your expectations. We will contact you directly to resolve your problem in a timely manner.

    Customer Answer

    Date: 07/18/2025

     
    I am rejecting this response because:
    I doubt I will actually receive a phone call as I have already received another email from them. This new email does not address my specific questions and takes no ownership of their lack of clear and concise information. 
    I read several BBB comments on this company with similar issues.   
    The only thing they are actually committed to is stealing from their customers. 

    Business Response

    Date: 07/18/2025

    Hi ****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.  

    Customer Answer

    Date: 07/23/2025

     
    I am rejecting this response because:
    Its been 5 days and still no phone call. 

    Customer Answer

    Date: 07/24/2025

     
    I am rejecting this response because:

     

    Date Sent: 7/23/2025 5:04:15 PM
     
    I am rejecting this response because:
    Its been 5 days and still no phone call. 


    Business Response

    Date: 07/25/2025

    Hi ****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  • Initial Complaint

    Date:07/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've been trying to submit my HO6 hazard policy insurance information via the channels described in the paper mail communications via an ************************ website. This website has been used in the past successfully (I'm assuming?) but is a one-way submission that does not tell you why a current policy ID document has been rejected. I tried submitting last month (6/14/2025) but recently got a new paper letter (6/26/2025) saying I have not submitted proof of insurance coverage. The letter's date states an expiration of the previous policy that does not align with existing insurance that has appeared to have worked in the past when I submitted to the same sketchy website. Roundpoint also does not display these notifications in your loan servicing login dashboard, which makes this feel like a scam. Please advocate for a better system than some upload website that doesn't tell people what is wrong with their submission and then penalizes them with unnecessary insurance billed through escrow with no recourse or alerts via anything but paper mail. I went ahead decided to submit this BBB complaint after viewing other's experience with this issue.

    Business Response

    Date: 07/15/2025

    Hi *****, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We sold our home on 3/1/25 and have been trying ever since to receive funds from our escrow and final payment. We have called well over 15 times in the last 3 months. Everytime its a different story, we have tried having it sent multiple times to our new home WHICH WE KNOW IS RECEIVING MAIL and not a single time has it showed up (3x times). So then they told us try a PO Box so we forked over money for a PO Box, multiple attempts to mail again, no check. Again still receiving all other mail, no issue. Each time between these events we have to wait 2 weeks for a stop payment to process and return funds to the account. Its RIDICULOUS! We were supposed to have received this money according to your documentation within ******************************************************************************************** the stop payment we said we placed last week, we didnt actually do, We mailed it with a tracking number overnight, oh actually no they screwed that up and sent it standard mail. The timeline of events changes, we called 4x in a two week period and everytime we got a different order of events and progress update. This is completely unacceptable and frankly deceptive business practice!!

    Business Response

    Date: 07/14/2025

    Hi ********, we are sorry that your experience with RoundPoint has been frustrating. We will contact you directly to resolve your problem in a timely manner.

RoundPoint Mortgage Servicing LLC is NOT a BBB Accredited Business.

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