Harassingt & Unprofessional
Complaint
EviDee
Country: United States
Our loan was transferred to RoundPoint from NCUA and ever since then we have been consistently harassed and threatened via telephone and mail. As of January 2013 our loan with NCUA was transferred to RoundPoint Mortgage Corp. Since that time both myself and my husband have been harassed with phone calls and letters with threats to report negatively on our good credit if we didn't pay an extra payment because their system shows a payment is missing. I have provided copies of our bank accounts showing every payment was not only made, but, that they are set up and paid automatically via online bill pay with our banking institute. The payments are electronic payments so the funds are immediately in their account. I have faxed and mailed copies of our statements. I've filed formal complaints with RoundPoint and the FTC. I have spoken to countless representatives of RoundPoint inquiring as to which payment specifically they claim is missing. I have been told a different answer by each representative. Initially, it was the Nov 2012 payment that was paid to NCUA, then the Dec 2012 payment. Thereafter, I have been told it was the February 2013 payment and the April 2013 payment. We have received countless phone calls and each representative claims to not have any knowledge of all the information I have provided and will not let me speak to a supervisor. If I persist they will then relent and say they can see in the notes in the system where I have provided copies of my bank statements. I have contacted our banking institute and opened inquiries on each individual payment. I filled out a Third Party Authorization form with RoundPoint allowing them to discuss our account with a representative of our banking institute. I have provided copies of the Oct & Nov checks paid to NCUA as those were the payments needed per the conversation between RoiundPoint & our Bank representative. In addition to speaking to representative on a near daily basis since January 2013, I have asked to speak to a supervisor and am always told "they're in meeting." When I asked how it was possible that they were always in meetings January through April every time I am speaking to a representative the girl told me, "well, they're meetings are back to back." THey are threatening foreclosure, threatening to report us delinquent to the credit agencies and the only solution we've ever been given is "pay an extra payment." The issue is within their company, they can't tell me specifically which payment is missing, as I stated each representative says it's a different one. During one phone call I was told their system shows all the payments were made but the April payment shows "blank." When I asked what that even meant, she said, it looks like someone entered the payment but not the amount paid! How am I supposed to rectify problems within their system? I have done everything I know to do to provide proof of our payments. We are being treated as though we are bad debtors. We are being harassed with threats of ruining our excellent credit if we don't comply to their "solution" of paying an extra payment." Their representatives are not helpful but refuse to let me speak to a supervisor. Most recently when I complained about the consistent phone calls and the fact that I had provided all proof of payments the representative said, "I can see where we call you a lot & I will remove your number from our system so we won't be able to call you." While I appreciate the idea, it does not solve the problem that they're not fixing their system to accurately show our payments have all been received. I have sent faxes to various representatives and departments...Rodney, The Cashier's Dept., Jeffrey Engstrom & The Payoff Req Dept. in the hopes that someone in any of these departments will follow through on this and make sure it is properly resolved. I have spoken to Amanda, Julie, Jonathan, Jason, Rodney & Yosef in addition to others I wasn't able to write down. Even after all this they still continue to threaten us with foreclosure and a negative credit report!
Comments
I sincerely apologize for your frustrations. We take customer feedback very seriously and utilize it to identify opportunities to improve our processes. We would like the opportunity to look into your account and see how we can assist you. Could you please email us at CustomerAdvocate.Servicing@roundpointmortgage.com and provide your full name and property address?
Thank you,
RoundPoint Customer Service
Google "Fairbanks Capital" to find a similar pattern of complaints about a decade ago.
Get an attorney. You can find a consumer attorney in your state through www.naca.net
I sincerely apologize for your frustrations. We take customer feedback very seriously and utilize it to identify opportunities to improve our processes. We would like the opportunity to look into your account and see how we can assist you. Could you please email us at CustomerAdvocate.Servicing@roundpointmortgage.com and provide your full name and property address?
Thank you,
RoundPoint Customer Service
I'm very sorry that you weren't able to reach us. We would like the opportunity to look into your account and see how we can assist you. Could you please email us at CustomerAdvocate.Servicing@roundpointmortgage.com and provide your full name and property address?
Thank you,
RoundPoint Customer Service
I am so sorry for your frustrations. Please email CustomerAdvocate.Servicing@roundpointmortgage.com, this is a direct line to our escalated customer service department. We would like to address your concerns and get to the bottom of this issue.
Thank you!
I am very sorry that you're having a difficult time reaching us. Please email CustomerAdvocate.Servicing@roundpointmortgage.com, this is a direct line to our escalated customer service department. We would like to address your concerns and make everything right for you.
Thank you
Just a month ago I received a supplemental tax bill... Yes I know, they normally don't pay them. (not that anyone let me know they weren't going to pay it, as they deleted the bill I submitted along with the reason for submission in the first place.) This is a new purchase and having just closed escrow I remembered at title them telling me they had collected at the rate of 1.5% of the purchase price so IF my mortgage transferred hands form my then mortgage company to send in the bill to the new company and explain to them why I was sending it, as they had figured the amount of the taxes into that and therefore I would have the amount in escrow to pay with. Thank God I didn't assume it was taken care of since I never heard back, and I checked back 2 or so weeks ago and the representative said couldn't see any record that I had submitted anything.. They automatically send those robot e-mails when anything is submitted and I have that, but who am I kidding? I have learned don't even bother with these people. Their responses are all equally robotic, and I would hate for someone to ask any of them a question not covered in the script they are reading as this is how I got stuck in the no call back and disappearing e-mails hell I seem to be stuck in. While I get their policy is they don't pay these tax bills, would it be too much to think they would provide some kind of customer service and just look at what I am saying?? They do have my closing paperwork and whatever else they may need I would be more than happy to provide.
I wondered how these representatives that I was talking to were able to keep employed as I thought the first few times it was certainly just my bad luck and they couldn't all be this bad, right? WRONG! The last representative I spoke with was just the same. classic response. Straight from the script and no, apparently nobody is ever available during business hours regardless of when I have called as yes, I am still waiting for a call back this time about the 2nd time I have submitted this bill. I checked again online today to see if maybe it had been paid, stranger things have happened but no chance of that happening here at least not as of yet. With the date to get it paid fast approaching I find the only thing escalating is my blood pressure. The representatives know how to say they are escalating my request that somehow never gets to the right person or persons. FRUSTRATING and from all the complaints I have read I am not the only one who feels the same about this company.
Pathetic the way they treat customers having no choice in who services our loans I suppose is the reason they could care less. I don't have any idea internally what kind of people are at the top since one would think at some point they were going to [***] the wrong person and the complaint would go somewhere. Either they have yet to [***] "the" person or nobody even at the top gives a rat's behind what happens within as long as the money for our loans keeps coming in, who cares about providing customer service along with who cares about the customers whose payments are reason they keep employed.