RoundPoint Mortgage Servicing LLC

Worthless - they refuse to admit I have homeowner's insurance and keep trying to sucker me into paying into their sham of a program. Crooks and thieves - absolutely worthless

Terrible Customer Service. I called on 03/05/2026 at 1:56 PM CST and someone named "Kevin" answered and had an attitude from the start. He was rude, dismissive, and kept sighing at all questions. All I called about was to apply my escrow check to my principal. But he was rude and kept sighing. And when I needed some time to ask my husband for verbal authorization, he said, "I'll give you a minute," and then he would hang up on me. I asked if he could transfer me to someone else because his attitude was very rude, and he just responded with "our queue is high today." I hung up after that. I'll just email my inquiry.

RoundPoint Mortgage has wrongfully withheld my insurance proceeds for nearly six months despite all required repairs being completed and inspections approved. After more than 15 phone calls and countless emails, RoundPoint has failed to release the funds or provide any meaningful resolution.

This is not a simple delay; it is a pattern of incompetence, mismanagement, and disregard for customers. RoundPoint appears incapable of properly handling insurance disbursements tied to mortgage accounts. Their customer service repeatedly provides empty assurances with no follow-through, forcing borrowers to waste time and suffer financial strain while funds they are entitled to remain held.

Based on my experience, RoundPoint Mortgage operates with severe operational failures and a complete lack of accountability. I strongly warn consumers to avoid this company. If you value transparency, responsiveness, and lawful handling of your money, do not use RoundPoint.

Absolute disaster of an organization. They've had $75,000 of my insurance money for three months and no one can tell me when I'll receive it to pay the roofers. Now there is a lien on my property and the roofers have filed suit. Worthless customer service and no way to escalate the issue to higher-ups. They couldn't care less about customers. Stay far, far away!

Roundpoint customer service is non-existent. I am handling an estate and have been updating account information for the past three months via email and phone calls, and yet none of that information gets processed and recorded into the account. Each call with this company is like Groundhog Day - expect to spend hours on the phone repeating everything over and over again with no results or changes. Customer service just gets handed from one person to another, so there is no single person who pays attention to what is going on in the account. If you have any issues, be ready to sell your house because Roundpoint is not going to work with you on anything and will just foreclose.

Roundpoint refuses to waive a first-time late fee due to a computer error on the user's part. I unsuccessfully paid my bill for the first time ever since Roundpoint acquired my loan. I have always paid on time (for over three years), and Roundpoint refused to waive an $88 late fee. I would never, as a consumer, obtain a loan from Roundpoint. Buyers beware, Roundpoint is terrible.

This was the worst experience ever! The company sends letters requesting wind insurance, and even after you provide it, they still take your money and purchase insurance on your behalf. When you call to resolve the issue, expect to spend 45 minutes on the phone. They promise that a supervisor will call you back by the end of the day, but that never happens. The following day, you spend another hour on the phone, only to be met with conflicting explanations from each representative. A supervisor named Martin even stated that they changed the policy without notifying customers, claiming it is their right to do so.

If you can, stay away from this company!

Terrible mortgage company.

Our insurance and taxes this year have increased by approximately $75.00 a year over last year's amount. That is a $6.25 increase per month.

Roundpoint Mortgage has raised our mortgage payment by $347.00 per month.

I currently have in my hands my county tax assessment records, as well as my insurance company's statement, both showing the accuracy of my numbers.

The Roundpoint mortgage officer I was talking to says they have more accurate numbers. It is not possible to have more accurate numbers. There are only the annual and the monthly numbers, which I have, and Roundpoint Mortgage's numbers are extremely inaccurate.

Attempting to speak with an employee is nearly impossible.

I would call this fraud and elder abuse.

If I could give a zero, I would. This company appears to be focused on making money no matter what, even if it means tricking the customer. The customer service is committed to being right and does not answer the actual question. Unfortunately, this company took over my loan with Flagstar. So many reviews mention complete dishonesty and poor service. I do not recommend this company!

Zero stars! Unfortunately, my mortgage was sold to this horrible company. My house was struck by lightning in June 2025. There is no way to talk with anyone in their insurance claims department. The insurance company has written three checks to Round Point and I. I have to send the checks to them and wait up to 10-plus business days for them to return the signed checks. I emailed all the documents and affidavits to them weeks ago. No one responded to my emails. I was able to reach someone on the regular customer service number. However, I was not allowed to speak directly with the insurance claim department. This is a very stressful and hot time (no AC in GA in June and July on one floor), and Round Point has not been helpful at all. They want me to wait for all the checks so they can return them all at once. What if I didn't have tens of thousands of dollars to start the repairs on my home? They want receipts before they return the signed checks. As soon as this nightmare is over, I will be transferring my loan to a company that actually has live representatives and at least pretends to care about their customers.

This company has terrible customer service and intentionally takes your money, then will not provide evidence or billing records. They paid for lender-placed insurance on the same day they paid my homeowner's insurance "because they didn't think I had insurance" three months ago, and I am still fighting for an explanation or to get my money back. I've filed a complaint with the BBB. There's a horrible run-around from everyone you speak to, and they act confused about very basic questions.

If I could give zero stars, I would. I’ve also filed a complaint with the Better Business Bureau due to RoundPoint’s unethical practices, misleading information, and extremely poor customer service.

RoundPoint acquired my mortgage in 2023. I immediately set up autopay through their app. In April 2025, I noticed through my bank app (which is also my employer) that my mortgage payment hadn’t been withdrawn. I called RoundPoint to make the payment manually and to ask why the autopay failed.

The representative I spoke with was unprofessional and argumentative. She claimed I never had autopay set up, but then contradicted herself by stating that my payments were always submitted manually over the phone—which was false, as this was my first time ever calling RoundPoint. When I asked to make a payment, she insisted that the minimum payment had been received the previous business day and that my account was satisfied, so any additional payment would be applied to the principal. I trusted her to know what she was talking about and said I would check with my financial institution.

The next day, I received an email from RoundPoint stating I had missed a payment and incurred a late fee.

I immediately made the payment through the app and called back to request a reversal of the late fee, explaining I had been misinformed by the rep the day before. I was told a fee reversal request would be submitted and I’d receive a callback. That callback never happened.

Three weeks later, after receiving another email showing the fee was still unpaid, I called again. I was informed the fee reversal was denied, and they would not resubmit the request. I asked how to escalate the matter. After a 20-minute hold, a supervisor got on the line, said she needed to review the call recording, and promised to follow up within 24–48 hours—by end of business day Monday, 6/2. That call never came.

I called again on Tuesday, 6/3. The same supervisor took the call and was dismissive, cold, and completely lacking empathy. She said it was not a RoundPoint error, as their system showed the account as paid when the rep spoke to me. I pointed out that if their system showed inaccurate data, it’s a system failure—still their responsibility. She reiterated the decision was final and that nothing more could be done.

As someone who works in bank operations, I find this deeply concerning and unethical. RoundPoint has a responsibility to verify and correct system or human error—not push the consequences onto the customer.

Their customer service is untrained, disorganized, and unprofessional. They lack even the most basic understanding of how to communicate with or support their customers.

I would absolutely not recommend this company to anyone. I am already pursuing a refinance solely to end my relationship with them, regardless of the outcome of my BBB complaint.

RoundPoint Mortgage has demonstrated highly questionable business practices. They acquired my loan from my previous mortgage servicer on October 1, 2023, and since that time, my monthly payment has been consistently and inexplicably increased. Despite making the required adjustments to address any escrow account shortages, their projected analyses continue to indicate substantial payment hikes.

Additionally, their customer service is disorganized and ineffective. Each representative provides conflicting information, creating unnecessary confusion and frustration. When requesting to speak with a supervisor, one is subjected to excessively long hold times, often without any meaningful resolution.

Based on my experience, I would strongly advise against doing business with this company.

You used to service my mortgage. One of the top five happiest days of my life was when my loan was transferred to another company. Three weeks ago, you sent me a form with my name, home address, and mailing address—all correct, by the way—informing me that I hadn't cashed a refund check from several years ago. Okay. I checked the "send me another check" box, signed it, and put it in the mail. Today, I receive a check at my mailing address with someone else's name on it. Given that it's RoundPoint, I guess I really shouldn't be surprised. But just for "kicks" and giggles, how did you manage to do that? Inquiring minds want to know.

I have automatic payments set up from my bank to RoundPoint for monthly payments. I have my bank records of payments. Yet consistently, RoundPoint says they are late. They are not! They tack on a $37.00 late fee. Totally unacceptable. I need this fixed now! Thankfully, I found this website. Now, I know it is not me. Fix the problem. I will be calling with my bank records.