RoundPoint Mortgage Servicing LLCReviews of roundpointmortgage.com

I spoke with Laura, she was very knowledgeable of all the questions I had. I spoke with multiple people over the past week, they were clueless on the PMI removal process. Laura understood the process and she was a great help.

This was quite possibly the best customer service experience I've ever had! I was helped immediately, and the person helping me stayed on the line until I had completed what I wanted to!

The representative was very informative and personal. Love to speak with Alex again.

I was extraordinarily impressed with the customer service I received. RoundPoint called me back as promised, and took care of an issue I had with remitting escrow payment to a new insurance company. I wish I could recall the name of the young lady who helped me, but she knows who she is...I was truly grateful for her service, as I am a somewhat elderly man that needs the strength and service of the younger generation. How grateful I am to RoundPoint for assisting me! John E. Hill, MSFS, CTS, CES Master of Science Financial Services Certified Tax Specialist Certified Estate & Trust Specialist Houston Business Advisors, L.P.

Easy to talk to.

The young lady helping me was so helpful very polite

The rep was super nice and helpful. She was able to find information that others didn't bother to look for.

My mortgage was sold to Roundpoint this month (Feb/2023). The information they sent me was not clear. I could not tell from reading it if they would automatically draft a payment from my bank (I was on auto-pay with my previous mortgage company) after the on-boarding process was completed on Feb 8. I registered my new account, but it was unavailable to me online on the 8th, when I was told the onboarding would be complete. I was finally able to get on the on-line account on the 10th, and no payment had been drafted, so I made an online payment. Two days later they billed me automatically. I sent an email to them on the 24th of February asking if they would be billing me automatically again, and if so, how do I get back on track with payments now that I am one month ahead. They didn't respond to the email until 6 days later after another payment had been drawn. I called and was told that I would have to make the correction in my account online. THE UNEMPOWERED REPRESENTATIVE I WAS TALKING TO COULD NOT MAKE THAT SIMPLE CHANGE TO MY ACCOUNT WHILE ON THE PHONE. In the end I had to cancel auto-pay, and log-on a few days later to re-instate auto-pay with a new start date that matched the correct next payment due date. You can't just immediately re-instate autopay after cancellation, since apparently their computer system does not process the cancellation in real time. I called them about this and literally was told to wait a few days and the online system would then work for me. And be ready for a painful robo-phone experience if you call; I listened to 4 1/2 minutes of choices and ads before being able to select talking to an agent. The one bright spot is that the agents are friendly and they really try to help--they did give me accurate information about their non-user friendly system.