RoundPoint acquired my mortgage after I refinanced with another company. I made my payments on time, and everything was good - until I had a need for customer service. They contacted me regarding a payment made to my home insurer and wanted me to pay them back. I don't escrow, so I called my insurer. They confirmed that RoundPoint had paid them for a year of insurance as part of my refinance. Sounded good to me, so I paid them back. A month later I happened to come across the paperwork for the refinance, and a quick review showed that I had paid for that year of insurance as part of the closing (which I now know is common). I thought this was a simple mix-up, and I paid twice. They should be able to check that and remedy it, or show me that I'm wrong. I've contacted them by phone several times, and eventually I was told to email them. I did that and only got an automated response - that was January 13th; never heard from anyone looking into it. I called back and asked for a real person's email address. Qadirah Ellison has managed to ignore my emails from January 20 and 29. I ended up sending a letter with the HUD statement by certified mail which they received on February 17th. I called today to check on the status of that and was told they don't have any updates and to email them (that was rich). Today I submitted a complaint with the Consumer Financial Protection Bureau, but it's sad that it has come this far. I hope to update this soon, but for now 1 star!