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  • I also would like to rate this company zero stars, but that isn't an available option. Since Roundpoint Mortgage Servicing has taken over the servicing of our loan we have had one customer service debacle after another. When I've called customer service, I've been told that the customer service representative couldn't see the online screens that I was having issues with understanding. I'm not sure how a customer service representative is supposed to be able to help customers if they do not have access to the same screens as the customer. Most recently I checked my online loan activity and saw that there had been a large disbursement that was not clearly identified in the loan activity online. I sent a message to RPMS and they provided the explanation that after completing the annual escrow review of our account we had an overage of just under $1000 and they sent us a check for that amount. The escrow analysis statement had not yet been loaded online so I was not able to verify that the information was accurate. Just a few days ago we got a letter that basically said "Oops, we screwed up and your escrow analysis was incorrect because we forgot to factor in the property tax disbursement that was made around the time of the analysis. " In the letter, we were told that we needed to send back nearly $700 and if we don't send the money a shortage will exist in our escrow account and that our monthly payment would be increased to cover the shortage. The letter went on to say IF we return the money, RPMS will reanalyze the escrow account and THEN confirm the accuracy of the escrow contribution component of our monthly payment. - It sure sounds like they already have done a "reanalysis" of the escrow portion of our account and determined that we now have a nearly $700 shortage - or they wouldn't have asked us to return the nearly $700 - so why couldn't they have sent the reanalysis with the request that the money be returned. Sure seems shady and underhanded to me. We will be exploring our refinance options at the earliest convenience. Stay as far away as possible from any mortgage broker who uses this company to service their loans - turn and run as fast as you can, because if not your experience will be miserable. Even though this company is not BBB rated, I've filed a complaint with the Charlotte, NC BBB regarding this issue.
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