RoundPoint Mortgage Servicing LLC Reviews 365

Horrible company. If I could give it zero stars, I would. Unfortunately, my mortgage was sold to Roundpoint (a practice that should be illegal). Good luck if your mortgage was sold as well. It is next to impossible to get someone on the line when you need help. If you are able to speak with someone, they are unable and unwilling to offer assistance.

For the past year, I had been overpaying my mortgage with Roundpoint by a couple of hundred dollars each month. This month, I wanted to make a standard payment, so I reverted to what I thought was the standard amount. Turns out I underpaid my mortgage payment by $51.17 because I had not updated my bill-pay app with the revised payment amount from the previous escrow adjustment. I didn't realize this until I started getting calls from Roundpoint. They charged me a $56 Late Fee for my $51 deficit. In talking with their Customer Service Rep I learned that had the amount been under $50 they would have charged it forward to escrow or the next month's payment. I asked if they had any latitude to forgive the late fee and was informed that they did not. Even when I pointed out that I had never been late over several years of service, he told me that it did not matter, that they offered no grace. I found their lack of flexibility to be very impersonal. Over Fifty Dollars for such a simple error seems egregious.

AVOID ROUNDPOINT MORTGAGE AT ALL COSTS.

These people held nearly $300,000 of our insurance claim money for about 1.5 years. ONE AND A HALF YEARS. Here's what that experience looked like:

❌ They ordered the WRONG inspection and took weeks to fix their own mistake.
❌ We submitted the same forms over and over because they kept "losing" them.
❌ After holding $300,000 for 18 months, they sent us $42.59 in interest. An insult.
❌ They mailed our final check with NO tracking number — then admitted they didn't even use the mailing label they sent us.

This company is incompetent, greedy, and offers zero customer service. When you're already dealing with the stress of an insurance claim, the last thing you need is your mortgage servicer making your life harder at every single turn.

Document everything. File with the CFPB. File with the BBB. And if you have any say in it — run.

The are my house lender. Any hiccup in their system on electronic payments will cause a late charge for you. And they do not waive late charges. They must make a killing because of this.

AVOID ROUNDPOINT MORTGAGE AT ALL COSTS! This is the 4th time they have intentionally held on to my insurance repair check. On the last 3 phone calls to them, they missed their promise date of arrival each time and they continue to push out the date even more. It has been months now. They refuse to allow you to talk to a supervisor. The last time they placed me on hold for a supervisor for 2 hours; only to pick up and say they will have to call you tomorrow. And of course they never called.

I called Roundpoint service center to find out what I needed to do to change the ACH (Automatic Clearing House) mortgage payment bank draw from one bank to a different bank.
I asked if there was a form to fill out. They said that since there was an active ACH in place, I needed to email in a letter of instruction with all the information on it to make the bank ACH change.

I said I would not email "the hacker's guide to my bank information" via unsecured email and I was surprised that they asked me to do that. I asked if I could physically mail them the letter and they said yes and gave me the address.

I printed out the letter and included all the information for the change including a voided check of the new bank to draw from. I even wrote "ACH Update" on the letter like they instructed me to in the upper right corner. I left my phone number if they needed to contact me

One and a half months later, I receive a certified letter from Roundpoint telling me they will be starting foreclosure process AND they put a bad report to all the credit reporting agencies!

I phoned the customer service department and after telling me I should call my new bank to see if it was my mistake (I did call and it was not my mistake), the rep figured out that Roundpoint typed in an incorrect account number so my new ACH never happened. That representative said they would correct everything and also send corrections to the credit reporting agencies because she acknowledged it was completely Roundpoint's error.

A week later I receive yet another certified letter telling me "Despite our efforts, we have not been able to reach you" and they were still foreclosing. The same day I received a separate letter telling me they cancelled my ACH for one of several reasons, none of which applied to me.

I called the service rep again today and they argued with me that I needed to fill out their FORM, (not the letter they required earlier) because my ACH had been cancelled.

Bottom line, I spoke with two representatives, including one "resolution specialist" who blamed me and wanted me to fix the multiple errors that they created.

The resolution specialist told me if I just "did what they said", I wouldn't have to spend as much time on the phone with them.

I followed ALL of their instructions explicitly and it took TWO MONTHS to try to correct the mistakes that they made. Their stance was to blame me.

I still don't even know if they will correct my credit report or not but I have asked Roundpoint for a letter stating their mistake and that they have corrected my credit report. The rep said it could take up to 30 days. We'll see.

this place is horrible. i made my payment and they sent it back. they are playing games.I don't even know why my previous mortgage company sent me to this place. SOOOO MADD

Worst customer serving ever!!!! Keeps you on hold for ever then said they would call my back this was two days ago. I sent in a payment for the shortage and they put it to principal and still increased my monthly payment. Unbelievable terrible company. Not my company by choice they bought my mortgage.

This company honestly deserves less than a 1-point rating. I called in to get clarification regarding an unexpected increase in my monthly payment. The customer service representatives were not able to provide any resolve and when I requested to speak with a supervisor/ Escalation Dept, the representative was extremely unprofessional and rude. Horrible Service!!!!

They refuse to admit that I have my own homeowner's insurance. Every month, they try and bill me and I have to waste time on the phone with them. A worthless company that doesn't give a shit about their customers

They refused to work with me on one payment after paying every single payment on time for 8 years. It was clear from talking to them that they do not care about their customers - especially in the current difficult economic climate. If you want a company that cares about it's customers, You definitely do not want to choose Roundpoint as your Mortgage provider as they could care less

I received this months ransom note “ mortgage statement “. After the didn’t pay my homeowners insurance out of my escrow account the year before last. I was charged an additional $500.00 per month for a year. I’m still not paying what my contracted mortgage payment says. Avoid these bandits at all costs.

I called because I am a DHS employee in furlough mode for help and they say they offer a deferment, but I wasn’t allowed to get one. They said I would have to file our forbiddance for three months and take a hit on my credit score and that I couldn’t refinance unless I refinanced for a much higher rate so basically they just want you to either refinance or take a hit on your credit. They were no help whatsoever the company my mortgage was with before them. Mr. Cooper was so much easier to deal with and not trying to shake me down.

This is a money grubbing, hoarding, and money poaching organization who does everything they can to squeeze, literally, every dime they can out of their customers. I made a move in late 2025, mail was/was not getting forwarded to my new address. Meanwhile, my "escrow" payments went up by $100 or so.

Since my payments are on "autopay" the same amount went out for an extra 2 months. A month later, I made an effort to get caught up with the payments, talked to the representative, and for 30 minutes he made clear that to get caught up, THIS is the amount I need to send in my next payment: "$XYX.00". That amount was promptly sent.

The next month, I get an email saying I owe late fees. Apparently the representative I spoke with "was confused", therefore it's my responsibility to cover his deficiencies.

I call, speak with management, and of course "there's nothing they can do" because of course it's IMPOSSIBLE for them to waive any fees.

For 3 or 4 years now, they have done everything they can to nickel and dime me and everyone else I know.

STAY AWAY FROM THIS FRAUDULENT COMPANY.

Company can't math when it comes to annual escrow adjustments. They tell me that I need to have $3100 in my escrow and I am scheduled to have $1600 in my escrow over the next 12 months. Their math, add $508 per month. So that is adding $6,100. So now I will end the year with $7,700 in my escrow with a minimum of required of $3,100. Yep that makes sense. Morons.

I would give zero star. Was behind during COVID time over 3 years ago and had a $90 late fee that refused to take for courtesy. I had multiple other company like Mr. Cooper, US bank, Rocket Mortgage, Wellsfargo, and they all had done that for me as long as that only happens once over a year as they want to encourage up to date payment and good relations with customers. I cannot wait for this loan to be transferred over to another entities to take over and have this messly $90 removed for good. Clearly, this is not a BBB accredited company with over hundreds of 1 stars reviews. Enough said. Business is business, but Karma will get you when you ran out of business partners. Do not call their customer service, complete waste of your time.

UPDATE on 4/3/26:
I have emailed their CustomerResolution on 3/13/26 and 3/26/26 with absolutely no reply back from them. This company is completely non-responsive to their clients. I don’t see promptly response, more like emails sink into Dead Sea.

We built a barndominium for a customer who had a fire and the house burned to the ground, and they have held on to essentially all of the funds since last October. Unless you like call centers in the Phillipines, I suggest you run like hell from these people. It's one thing to have them hold funds, it's entirely another thing when you talk to a different person every time as thought you were trying to straighten out your cable bill problem. Each call is someone different, and they can only tell you what is on their screen.
I honestly can't say enough bad about them. I suggest having your loan company sign something that your loan will not be sold to these guys, because you cannot do a thing about any of it.

Completely incompetent - sat on my homeowners insurance paperwork for 2 weeks and did not make payment. I have to call and babysit them. To get to a live person yiubwill have at least 10 mins of menus and account confirmations over and over again.

The mortgage company has the worst service I have ever experienced, It has been a horrible experience when the company purchase my mortgage company and I was placed under this difficult and pathetic company. The company does not get back to the homeowner and treats the homeowner terribly, I have explained the worst service from this low brow company.
I was never given any sort of notice of the way this company handles it clients and was forced to try to work with a company that treats its clients with complete disregard and would rather advance its horrible service and disregard the homeowner completely.
This mortgage company is a complete disaster and doesn’t work at all with customers on a consistent basis.

Update per RoundPoint's response: The email they provided isn't what's listed on their website. Just sent an email. No answer. Also just called. I am currently #42 in line to talk to a human. You have anything more to say, Roundpoint?

Original review: This company doesn’t respond to messages, emails, or web forms. Absolutely impossible to reach. I’m starting to wonder whether they are actually a company, which is frightening in a mortgage lender.