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RoundPoint Mortgage complaints

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PO Box 19409
Charlotte, NC 28219 | Get Directions

(877) 426-8805

https://www.roundpointmortgage...

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Total Amount in Dispute:
$7,171.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

3 complaints against RoundPoint Mortgage closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

3 complaints against RoundPoint Mortgage

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2/6/2024

RESPONSE: Complaint was not answered Amount in Dispute: $2,600.00 Amount Settled: $0.00

Customer Complaint

1/11/2024

Elias Ingraham customer specialist for Round Point Mortgage over turned a decision that another customer specialist made regarding a re-issue of escrow check without checking and was hasty and short with me. I explained that she was wrong and that legally the other customer specialist made an accurate call and that she checked and asked me to provide legal documentation in which I did. Since then I have had a re-issued check come to me not changed and "hours" of hanging on the phone trying to get resolved. Elias I graham emailed stating she was wrong and that a check will go out but now Round Point Mortgage is having vendor issues with manual checks and. Can not tell me when the new check will be issued. It has been over 2 months and this is utterly appalling and no response back from Elias Ingraham with a time frame so even though I have paid my mortgage off Round Point is holding my escrow with nonsense excuses. Please help resolve this issue! Resolution Sought Send new check out immediately

8/12/2021

RESPONSE: Complaint was not answered Amount in Dispute: $3,700.00 Amount Settled: $0.00

Customer Complaint

7/19/2021

We had our roof replaced in December 2020. Our home owners insurance, State Farm, approved the claim and our roof was replaced. Then we waited for weeks for our checks to come from Round Point Bank and when it came, the bank was also on the check along with our names. We could not cash it with the bank also being on it. So, they said to send it back which we did and after that it was deposited right back into Round Point. We have had to pay our roofer out of our own pocket when we pay for homeowners insurance cause they have kept sending us checks that we could not cash cause they won't send us a check with just our names on it. They said they sent us a check in March but we never got it. They need to stop payment on that check and send us a check with just our names on it and the whole ordeal will be done. Our agent at State Farm has been very helpful but like us, she's getting very aggravated and tired of dealing with it but we deserve the money. Resolution Sought Send us a check fir the money we deserve with just our name on it.

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