Roundpoint Mortgage Company

Dreadful, don’t walk — run. Customer service completely inept. They don’t know how to read elevation certificates for flood qualifications. I’ve had five mortgages in my life and this is by far the worse company to deal with.
I’m just a little in shocked they’re an actual mortgage company.

Worthless. One star only because they don’t have a ZERO star rating. Absolutely impossible to contact a rep via the phone line. Horrible Horrible.

This Company bought the paper after a refinance. I didn’t care did not check on them I have worked with may company’s in the last 40 years. BUT Poor customer service, many phone calls to get homeowners insurance paid from my escrow account finally paid on day of cancellation only because of my persistence and my insurance company calling. Caused me to rethink who was servicing my loan, Changed company now according to Kansas State Law a refund of escrow account must be make within 30 days after close of loan. have not received at this writing 30 days. Next will be contact Kansas Attorney General. Good luck if you use this company.

Dealing with this company has been a Dante-​esque level of bureaucratic Hell of which I have never before experienced. All we need them to do is co-​sign on check that our homeowner’s insurance company sent for flood damage. It’s been 2 months that this check has been SITTING with their loss draft department. Hours of phone calls with inept customer service representatives, people telling us different things that we needed to provide, we send them, our insurance company sends them, then nothing. We call back, and OOPS, they need just one more thing. Oh you sent it, they ask? Oh well it wasn’t worded correctly. I’m about ready to refinance my loan just so I don’t have to deal with this mortgage service company any longer. If I could give negative stars, I would. They are holding up a check for damages that I’ve already paid for, and that our insurance company has already approved and covered. Because Roundpoint has a communication problem between departments and with customers. I hate this company more than I hate Comcast, and that says something. I hate Roundpoint with the white hot intensity of 1,000 burning suns.

This company is the WORST! I had a loan with B of A and refied into a loan with them, worst mistake ever. Any positive review I saw with them, I am more than convinced they are fabricated from the company themselves. Do NOT go with this company, it’s bad when I say I wish I were back at B of A. They played many games during the refi going back on their commitments (luckily I had documentation) but that should have been a sign. They constantly play games and harass you before your payment is even due (I have a 770 credit score btw). They tacked on a late fee of $ 80 for me paying literally 1 hr and a half past the eastern cut off time (I live on the west coast). And theu won’t do anything about it– they clearly lack any common sense and customer service and just want to gouge their customers wherever they can. The payment date really is false and the payment needs to be made the day before it’s showing its due. Just check out their BBB ratings before you do anything and that will speak volumes.
DONT GO WITH ROUNDPOINT!

When I got a letter saying RPM bought my mortgage I didn’t really care, update the payee on my check and that’s all right? But then I had to talk to them. HOA due are coming up so I called to get the money released from escrow. Representative claimed I had no HOA escrow. Odd considering my loan origination did, and my payments didn’t drop. I can’t wait to see how spectacularly they drop the ball when it comes time for my property taxes to be paid.

I would pay to be a fly on the wall on a meeting at this company. Their online payment website has been down for a month, which is super annoying, right? Also annoying — when I contacted them to ask when the site would be back up they told me they would respond to me in 30 days. HA HA HA HA what? Are you operating out of your mother’s basement? What kind of company has a 30 day turnaround policy for customer questions? I mean, really?
Curious, I googled the company who designed the site for Roundpoint according to the footnote at the bottom of the page.
Get this: The website for the company that Roundpoint PAYS ACTUAL MONEY to design their website has a bunch of filler text as placeholders for where real text should go when they finish their own website.
How can you be the kind of company that works with a website vendor that doesn’t even have a complete and functional website?
Dear Roundpoint, I hope you read this, I really do. Stay in the business of buying mortgages from other companies because goodness knows you are too incompetent at business to do anything else. Certainly don’t try to go into any business that involve customer service, strategy or vendor relations. Because you are awful at those things.

I don’t usually write reviews, but seeing how it’s the Holiday Season, I’d like to give a gift to home buyers seeking a mortgage company/​servicer. This company has caused me to lose all faith in humanity. Their ability to promptly ignore all my email inquiries is quite amazing. The only time they reach out to you is to tell you haven’t paid your bills. Ironically, I always make full payments ahead of schedule and they would call me (multiple times a day) to ask about payment. Turns out, they made a series of errors that ‘suspended’ my payments, thus indicating I haven’t paid. This automatically triggers blind calls from their representatives, which proceeds as follows: (1) call me, (2) look at my account, (3) discover they messed up, (4) don’t fix it, (5) repeat for a month. Brace yourselves, this is merely the beginning of my list of their incompetencies.
To anyone still reading this dissertation of a post, I’ll condense the other complaints for brevity. I was led to believe my PMI would immediately drop upon exceeding the LTV threshold. Recent «changes to company policies» indicate otherwise. Prepare to pay for an appraisal no matter what they have told you prior.
Next complaint — I have an impound account (part of your monthly payment is held for taxes and insurance) which RPM uses to pay my taxes and insurance on a periodic basis. For some reason, they stopped paying my insurance (which I’m paying them to do). Calls from my insurance provider indicate my policy had been cancelled, so I paid for it out-​of-​pocket (again) until I could call RPM to figure out why they didn’t pay it.
After a multitude of calls, waiting on hold, and promises, my concerns regarding multiple inquiries are still not resolved, regardless of their assurances that it would be corrected.
Overall, if you’re looking for a headache, endless frustration, and being taken advantage, RPM is the place for you!

My loan was sold recently to this servicer. So I did not actually select them. I ran into a problem right away because they do not work with
(a common software/​service for managing finances online). My other lenders and mortgages work fine with
. I called their customer service agent and he was nice. He reported that lots of customers call and ask about this and that he has told his managers lots of times that people ask for it. I’m giving them a one star because they are not responding to a legitimate and common request from their customers.

Interesting to see these bad reviews. I’m wondering if it’s a different Roundpoint. Contrary to these other folks, we had a very good experience working with Todd and the rest of the folks at Roundpoint during our recent refi. Their process was easy to follow and the people were very responsive. We had a couple questions about our loan docs as well a minor mistake on the HUD at closing and they replied back quickly and appropriately and resolved the issue. Everything was done in a timely manner. Seriously. it’s like the complete opposite experience as these guys who didn’t get any reply back. There were like 2 or 3 people helping us on any emails that we had.
We were very impressed with the attorney who they hired for our closing (he actually pointed out the HUD issue), as well. We’d highly recommend them to others.

I wish I had read the reviews before I went ahead with this company…
My friend and I were shopping for houses. He fortunately found a house before I did and had selected Round Point Mortgage. Initially, he had a pleasant experience applying for the loan. So when I finally found a house and was ready to purchase, he had recommended Round Point Mortgage to me, and my initial experience was also pleasant, applying for the loan. My friend was closing a month earlier than I, and when i had asked him an update on his process, he apologized to me for recommending this company. This company gave him headaches and had to chase employee’s on the phone and email to make sure they get his loan package finalized the day before closing.
Sadly, it was the same story for myself. Had to chase employees via phone calls and emails. I had locked my rate a full month before my closing date trying to ensure that everything is finalized before my closing date. In the end, my closing date had to be rescheduled because my loan package was not ready. Then on the re-​scheduled closing date, Round Point Mortgage did not have my loan package ready until 4 pm the day before closing date. During this whole time, promises were made that my loan will be complete the days before my closing, and on the promised date, nobody would respond to emails or phone calls for any update. One excuse I heard from the loan officer «Unfortunately, this is the nature of the business, we wait until the last minute to ensure that everything is up-​to-​date»…
My friend and I have both come to this conclusion on how Round Point Mortgage loan application process works. Initially, they are great to work with which makes you want to give them your business. Then, once you get through the next process (loan processors/​underwriters approval, etc), things change and you are left as a customer in the dark. Not knowing what is going on whether your loan is approved or if you will be able to close on that perfect house.
In the end, yes i got my house but going through this company made the whole home purchase an unpleasant one. Save yourself the trouble and skip this Company.

An unfortunate update. I closed my loan on February 27. Roundpoint Mortgage was supposed to send me, as they are everyone, a «Welcome Package» that includes my new loan number, a payment schedule and coupon book I suppose and an address for my first month’s mortgage payment. It’s about 45 days later and I’ve received nothing, which of course requires that I continue doing the leg work for this loan. Is it really my job to hunt down the address of where my mortgage payments should go?

My Refi was a simple as they come. It still took 3 months to close (they honored my origenal rate they quoted).
With all that said, I would use RoundPoint again. Low rate, no closing cost and an amazing website to follow the structure/​paydown of your loan.
Stay on them and keep the call back numbers to everyone you talk with. You will be happy once closed, but it might take a while.

Please, heed Unilocal recommendations to stay away from this company. Long story short I started a refinance process with this company back in mid November 2013. Everything went smoothly for the first week, the original person on the phone was attentive but when I was transferred over to the processing, that’s when the lack of customer service came into play.
Here are some negatives:
1. Would take 3 – 4 days to receive a response from a person regarding a question.
2. Was told closing was just a few days off… several times. It got really frustrating.
2. Much of the staff seem blaze about closing your loan.
3. 70+ days and the loan still has not closed, even though I provided all of the required documents in the first week.
4. Original processor left the company, I did not hear of the change until several days after me asking for updates on the loan. This apparently slowed everything down.
These words from the processing manager Michelle Lesack even agree with me
«I don’t disagree that it appears that you have not received the customer service that you deserve» — Michelle Lesack Roundpoint Mortgage
My advice is truly shop around. Find a good mortgage banker who will actually work on your side. There are many out there, and they aren’t this company. The low fees will be paid by your frustration and overall unhappiness. Not worth it.

I dealt with many of the Roundpoint staff and they were all extremely helpful and professional. I really enjoyed my experience with Roundpoint and am really glad that I choose them to help us with the purchase of our new home. They helped us every bit of the way, even when we had distractions from the seller.
Woody, Jason, Erin were awesome, thank you for all your help.

This company was able to deliver a good rate, 4.6% on a 20 year HARP refi, but terrible communication especially toward closing made it an overall terrible experience. It was so bad it felt as if they were trying to hide something.
After turning in all the requested documentation I did not hear ANYTHING from them until one Wednesday I get a call saying my loan is ready to close, when can I do it, this Friday, this Saturday, or Monday? I told them I couldn’t close on any of the days they offered nor could I do it next week as I would be out of town on work. Keep in mind, no one has called to review closing documents with me, to ask if I needed any explanation on the final costs, etc.
The «closing coordinator» then informed me that my rate lock would expire next Friday and that she would have to talk to my loan officer, Bryan Partridge. That is when the high pressure, hard sales come into play. Bryan calls me and tells me that they would need to charge an ¹⁄₈ of a point if I wanted to extend the rate lock and that the rate lock had already been extended one week. WHAT?! I had never up to this point requested a rate lock extension, when did this happen?! «Oh, we [roundpoint financial] had to extend it one week because we made a mistake in the processing of your loan,» Bryan tells me. If they had not required that extra week, I could have closed when I was not working, had plenty of time to review and ask questions about the closing costs and documents, but no, I need to accommodate them, no accommodation for the customer. Geez, I should have charged them an ¹⁄₈ point! I tried to explain to Bryan that I will be working next week, so I will be too busy to go over the documents, etc. He keeps on reminding me that the rate lock has already been extended a week and I have to keep on reminding him that I didn’t request that extension. Bryan says he will need to discuss this and he will call me back. He calls back and says if he can get the closing documents to me for me to review by Friday would that be okay, because he «wants to work with me and accommodate [my] needs.» Yeah what a crock of $h!t. Of course, he doesn’t get me the documents by Friday, instead he gets them to me Monday evening. Of course the documents are as clear as mud. Different figures and sums in different formats (HUD documents vs roundpoint documents) so trying to figure things out was very difficult.
I was working in AZ and I had to work past 3 pm everyday so by the time I got off work, roundpoint financial was already closed on the east coast, so no one to answer any questions. I would email my «senior» loan officer, Bryan, but if and when he responded, he would often not answer all my questions or answer them very vaguely, e.g. «we already discussed that.» I did get a closing requirements letter from their closing coordinator. On that letter, it was clearly stated I had the right to rescind the loan after closing, this made me feel a little better. That didn’t last long. When it came time to finally sign the documents with the notary, it was a hot, sticky mess. Supplemental documents that were initially given to me to review, were not in the actual closing documents for me to sign and vice versa. The notary wanted me to sign documents that were not initially given for me to review. I told the notary I could always rescind, but the she, the notary, has to inform me that I could not since this was an investment property. I think that is p!$$ poor when the notary, who doesn’t know anything about the closing costs, has to explain the details of the loan to me.
Overall, if you do choose to work with this company be very cautious and suspect of everything they do. Do not be afraid to ask questions, demand answers, scrutinize numbers, or even walk away. I would avoid Bryan Partridge. Even though he is a «senior» loan officer, I think that means he is good at high pressure sales and avoiding questions.

This is an update to my previous review on 9÷16÷2013. I’ve now bumped up the rating from a 1 to a 4 for my overall experience. Lauren L., Customer Advocate Manager, was great. She promptly followed up with me to discuss my issues I was experiencing. She was very friendly and genuinely sounded like she was concerned. Also, my Loan Officer, Erik E, reached out to me to make sure everything was processed timely and followed through to closing. Everything finally closed a few days late but none the less, closed and finalized.
I originally selected RoundPoint based on feeling the most comfortable with my Loan Officer after a few initials contacts through phone and email. They weren’t the lowest rates but one of the lowest plus very responsive. One thing I would say is be aware of and double check all the numbers. After I decided to go with RoundPoint, they changed the initial offer by charging more fees. Again, I choose to go with them because I was most comfortable with them but this definitely made be pay closer attention to the rest of the paperwork. There were a few things here and there (could have been computer or human error) that I caught but RoundPoint corrected those along the way. I guess this can happen with any bank, so I would recommend to check everything!
I was on the fence about the updated rating but overall gave the 4 based on RoundPoint resolving my issues and promptly taking action. I feel the added stress and aggravation would have been nice to avoid in the first place but what’s important is it was addressed and everything is done now.

Closed. Funded. Hard to believe, but it is true. 2.5% on a 15 year.
100% credit to Lauren who took control of a broken process and fixed the situation for me. The weak link in the process really appears to be their loan processors. No communication, lack of urgency, just painful to deal with all around.
If I hadn’t complained on Unilocal,I’d probably still be losing sleep wondering if I was going to have to eat a full 1% rise in interest rates that occurred since my lock. It shouldn’t have to be like that.
Whatever, it’s done. Lesson learned for me. Feel free to try *your* luck, though!

After reading all of the reviews, I think some moderation is in order… I picked Roundpoint for our refi based on their rates and initial contact of Bryan Ornsby. He was very professional and answered all of my questions — and was very confident that he’d have the best rates. I looked around for days, and found in fact — Roundpoint did.
While he initially gave me a rate of 2.5%, my delay made it to go 2.625% prior to being locked in — still much lower than anywhere else I could find. I thin the main cause for concern here is their outsourcing of their review process to Expertivity. While that process took a bit longer than promised, and required a few duplicate faxing — it really wasn’t THAT big of a deal. I had very good email/​portal communication, but if you’re expecting verbal communication — this company isn’t for you. But, I don’t really care to talk to people, I wanted to save money and close within the expectations given. Sure, we missed our date by ~2 weeks, but they kept the same rate all of the same.
If you would have asked me how I felt DURING the process, they probably would have received 3 stars. But now that all of that is behind me, and I’m into my new loan — they are an excellent pick — as long as you know what to expect. They are a mass volume shop that absolutely has the best rates, moderate communication skills, but in the end you will get the final result *rate and terms* that was promised. Chances are high you will not hit your close date, but from other people using other companies — that seems very standard right now.
All in all, would have given 5 stars *they really deserve it in the end*, but I think 4 stars accurately reflects that it’s not ALL rainbows and butterflies. I don’t think you can have the lowest rates, huge volume, and somehow still retain GREAT customer service. Those low rates come at the cost of a low overhead and automatic process. So be it — I’m happy!

A long update, but seeing as how this mortgage company has 2000+ reviews on Zillow and a 4+ star rating, and this will possibly influence the biggest purchase folks have ever made in their lives, I think that warrants more explanation and backstory.
=== UPDATE ===
So apparently my loan officer’s daughter was hospitalized, which is why I lost contact with them. That still doesn’t excuse how my loan approval process got totally dropped on the floor days before closing. They had all my paperwork weeks ahead of time.
Amusingly, this Unilocal review actually got their attention and helped persuade them to get all their paperwork done on my closing day. I had to scramble plenty on my part, since the paperwork I had filed didn’t satisfy their conditions (which would have been great to know more than a day before closing). Plus, the fact that the paperwork came in ON my closing day and not at least a day before (as I had requested) meant that my title company was not ready to close on the day we had hoped. We still had to file an extension, and I closed three days later.
Kudos to Roundpoint’s heroic 24-​hour effort at the eleventh hour, but it was too little too late and made for such a frustrating closing process. My new loan processing team was awesome and super responsive, and if I could give those individuals five-​star ratings, I would… but the overall Roundpoint experience was still one-​star worthy.
I’ll take a moment to add one more reason why Roundpoint doesn’t get more stars from me.
In the loan hunt process, my loan officer was initially quite patient and courteous. After several rounds of questions (I was a first-​time homebuyer), I told him my attorney had some concerns about the good faith estimate that was put together. The loan officer immediately said we would drop the process. When I called him to ask what the heck was going on, he basically told me off by saying I wasn’t putting my trust in him and that I had to have a degree of faith that I wasn’t being ripped off, and that he was insulted that I went running to an attorney to look over the paperwork.
This is just wrong on so many levels, and I almost walked away at that point. But as I mentioned, Roundpoint’s rates and closing fees were too good, so I went with them anyway.
Since I have to work with Roundpoint for many years to come, I hope that somehow their service improves and I can throw on some more stars… but for now, I’m afraid this is all I can give.