Mortgage -- Trouble during payment process -- Complaint #5521398

Complaint Overview

Complaint ID: 5521398

Company: Roundpoint Mortgage Servicing LLC

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

State: Virginia

ZIP Code: 22206

Date Received: 2022-04-30T12:00:00-05:00

Date Sent to Company: 2022-04-30T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX I closed on a conventional home mortgage for my primary residence. The loan was transferred to Roundpoint Mortgage Servicing Corporation in XXXX, NC for servicing. According to my closing documents, I was eligible to request PMI removal on XX/XX/XXXX ( immediately after the first mortgage payment ). On XX/XX/XXXX I submitted the written request to Roundpoint to remove PMI. The assigned customer service representative contacted me later in the month and stated that I was not eligible to remove PMI because I had not completed the required " seasoning period ''. I questioned the customer service rep over the phone because this did not align with the guidance from my closing documents. I was not able to resolve the issue with Roundpoint at that time and they denied the request. At first I was very discouraged, because I initially believed Roundpoint 's claim that I would have to pay PMI until XX/XX/XXXX ( the automatic termination date ). However, I then began to do my own research and read the XXXX XXXX guidance for PMI removal and realized Roundpoint provided me the wrong guidance. Their instructions only applied to requests based on " current value '', but my request was based on the " original value. '' https : XXXX I wrote again in XX/XX/XXXX ( resubmitted the same written request dated XX/XX/XXXX ) and requested the assigned customer service rep review the XXXX XXXX guidance for PMI removals based on the original value. I got no response. In late XX/XX/XXXX, I re-submitted the same written request dated XX/XX/XXXX to the generic company email inbox, along with the language from XXXX XXXX 's guide ( Section XXXX ). The removal request was approved in early XX/XX/XXXX, but by that point I had already made two additional mortgage payments that included the PMI. I called Roundpoint on XX/XX/XXXX and XXXX to request they refund the XXXX and XXXX PMI payments but they refused. I attempted to resolve this directly with the company but was unable. I am concerned on behalf of myself and other consumers that Roundpoint intentionally created an adversarial process to make it difficult for customers to stop the PMI payments as soon as possible, and impossible to recoup any monies that should never have been paid in the first place. To make the situation even more difficult, I am being transferred to another mortgage servicer starting XX/XX/XXXX, so my assumption is that Roundpoint will refuse to respond to any further communications from me after this transfer occurs.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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