FAQs

Get answers to your most frequently asked questions here

Frequently Asked Questions

RoundPoint Mortgage Servicing Corporation is here to help. Get the answers you need below:

Please submit the confirmation notice from the United States Postal Service (USPS), or the taxing authority, showing the 911 property address has changed. You can email the confirmation to: servicinghelp@roundpointmortgage.com Please allow up to 30 business days for the change to be completed.

RoundPoint Mortgage Servicing Corporation requires two legal forms of identification to fulfill a name change request. Acceptable forms of ID include:

- Marriage certificate
- New driver’s license
- Passport
- Divorce decree
- Government-issued documents verifying legal name change
- Submit two forms of ID by fax/email/mail:

Email:

servicinghelp@roundpointmortgage.com

Fax:

877.426.8805

Mail:

RoundPoint Mortgage Servicing Corporation
  P.O. Box 19409
  Charlotte, NC 28219-9409

Please consult with your bankruptcy attorney or trustee immediately to discuss your options. In order for us to work with you during an active bankruptcy, we will need written permission from your trustee to proceed. Otherwise, we will have to wait until your bankruptcy is dismissed or discharged.

RoundPoint Mortgage Servicing Corporation reports to the four major credit reporting agencies:

- Equifax
- Experian
- Transunion
- Innovis

 
At RoundPoint Mortgage Servicing Corporation, we understand how important maintaining a good credit history is to our customers. To ensure accuracy and fairness, our credit reporting practices are governed by the Fair Credit Reporting Act (FCRA). We report credit activity based on verifiable data within the payment transaction history for all customers. As a result of our commitment to remaining compliant with the FCRA, RoundPoint Mortgage Servicing Corporation is unable to make courtesy credit changes.

RoundPoint Mortgage Servicing Corporation reports mortgage loan performance to the credit bureaus for the primary and secondary customers.

The designation of primary and secondary is determined by the order in which customers applied for the loan. The first signor is the primary customer, and the second signor is the secondary customer.

 

You can contact us by phone at 877-426-8805. Our offices are open Monday through Friday from 8:00 AM until 9:00 PM and Saturday from 10:00 AM until 3:00 PM EST.

For all other written correspondence, please write to us at: 

Email Address: 

servicinghelp@roundpointmortgage.com

To provide us with a Notice of Error about the servicing of your loan, or make a Request for Information about the servicing of your loan, please write to us at:

Mailing Address:

RoundPoint Mortgage Servicing Corporation
Attn: Correspondence
PO Box 19789
Charlotte, NC 28219-9409 

You can also contact our Customer Service team through our chat feature, by visiting our website. Click [here] to get started. We are available to chat Monday through Friday from 8:00 AM until 9:00 PM and Saturday from 10:00 AM until 3:00 PM EST.

General documents, such as billing statements, escrow analysis statements, year-end statements and welcome letters can be obtained via the online account portal. If this is your first time logging in to Servicing Digital, register your account here

For any other documents, or to request the full servicing file, you can submit a written request to:

Mail: 

RoundPoint Mortgage Servicing Corporation
    P.O. Box 19409
  Charlotte, NC 28219-9409

Email:

servicinghelp@RoundPointmortgage.com

Fax:

877.776.1112

Please note, it may take up to 30 days for your request to be fulfilled.

 
At least once per year, RoundPoint Mortgage Servicing Corporation will run an escrow analysis on your loan. This process is to ensure the correct amounts are collected for upcoming escrow disbursements. Your monthly contractual payment is subject to fluctuate if we expect changes in your disbursements from the prior year. 

Adding an escrow account to a loan allows RoundPoint Mortgage Servicing Corporation to manage tax and insurance disbursements. To start this process, please submit a written request via one of the options below:

Email:

servicinghelp@roundpointmortgage.com

Mail:

RoundPoint Mortgage Servicing Corporation
P.O. Box 19409
Charlotte, NC 28219

Fax:

877.776.1112

Adding escrow to your mortgage loan will result in an increase in your monthly contractual payment, as RoundPoint Mortgage Servicing Corporation will now collect monthly for tax and/or insurance disbursements.

 

An escrow shortage indicates RoundPoint Mortgage Servicing Corporation reviewed your escrow account and determined there would not be sufficient funds to meet your minimum escrow balance  for the upcoming year. This requires an increase in your escrow deposits monthly. 

RoundPoint Mortgage Servicing Corporation will divide the shortage over 12 months and add the difference to the monthly mortgage payment.

Some customers choose to pay the shortage in one lump sum to avoid adding the difference to the monthly payment. If you choose to do this, then your payment will be updated in a single billing cycle.

 Note: homeowners repaying the escrow shortage in one lump sum is voluntary, it is not required.

 
Paying the shortage in full may not reduce the monthly payment amount. For example, an increase in homeowner’s insurance and/or tax amounts can increase the monthly amount collected for your escrow. The increased escrow amount is added to the monthly principal and interest, which affects the overall payment amount. In this instance, the increase is necessary to ensure proper disbursement of the next homeowner’s insurance and/or tax bill.   
If your escrow shortage is paid in full after the current billing statement is generated (see "statement date" on your bill), your payment change will be reflected on the following statement. 
An escrow overage occurs when RoundPoint reviews your escrow account, and determines we collected more than your escrow disbursements for the next year. If the escrow overage is greater than $50, RoundPoint will disburse the overage as an escrow refund to the mailing address on file. If the escrow overage is less than $50, the overage will be added to your monthly contractual payment as a temporary credit.
Review the escrow analysis statement that disclosed the overage. If anything doesn’t match your records or needs to be updated, then please let us know. Otherwise, yes, go ahead and cash it! The escrow overage is yours to keep .

Please note that requesting the removal of escrow does not guarantee removal. The following requirements must be met to be considered for escrow removal:
- The terms of the loan and applicable law must allow for escrow waiver. 
- The mortgage must not have received a loan modification.  
- The loan: 
* Must not have Private Mortgage Insurance (PMI). 
* Must not have been 30+ days delinquent in the 12-months preceding the request. 
* Must not have been 60+ days delinquent in the 24-months preceding the request. 

- The remaining principal balance must be less than 80% of the original appraised value. 
- Hazard insurance coverage must have been continuously maintained for the life of the loan; no history of Lender placed insurance may exist. The escrow account cannot have been instituted because of delinquent property taxes.
- The escrow account cannot have a negative balance.
- If escrow was previously waived, all payments must have been made timely, as required.
- If the loan is a high price or higher priced mortgage loan   (rare), at least 5-years from the date of origination must have passed. 

To start the process: 
- Click [here] to download RoundPoint's Escrow Waiver Request Form
 
Send completed form to: 
Fax:
877.776.1112
 
  Email:
 
  Mail:
RoundPoint Mortgage Servicing Corporation
P.O. Box 19409
Charlotte, NC 28219
 
You can obtain the details of your escrow account (disbursements, refunds, balances), via our online portal. Just click [here] to sign in and access your payment history activity. 
RoundPoint Mortgage Servicing Corporation will continue to make disbursements from the escrow account, until your loan is paid in full. 
Foreclosure is the process by which a borrower in default under a mortgage is deprived of his or her interest in the property. In most cases in the contract you signed when you were loaned money to buy your house, you probably agreed that if you can’t repay the loan, the lender can foreclose to take ownership of the house. If you don’t pay your monthly mortgage payments, you are technically in default on your mortgage. State laws vary, but generally a loan that is as little as 90 days delinquent can be considered in foreclosure. Your lender may send you a notice indicating that they are starting foreclosure proceedings, but don’t wait; take steps to prevent a foreclosure as soon as you realize you are having trouble with payments.
This is not recommended. We would prefer that you remain in the property for as long as possible until the transaction can be completed to avoid any unnecessary damages to the property. You may qualify for a Deed-in-Lieu of Foreclosure. In order to make that determination, we will need you to submit a financial package to us for review.
The ultimate goal of the loss mitigation department is to avoid foreclosure. However, foreclosure action will continue until a final resolution has been determined and the resulting transaction has been completed. A foreclosure sale can be postponed if necessary to allow enough time to complete the transaction.
Yes, we will work with you all the way up to the foreclosure sale date, if necessary.
FOR NEW YORK RESIDENTS: Please be advised that RoundPoint Mortgage Servicing Corporation is registered with the Superintendent of Financial Services for the State of New York. Borrowers may file complaints about RoundPoint Mortgage Servicing Corporation with the New York State Department of Financial Services. Borrowers may also obtain further information from the New York State Department by calling the Department’s Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department’s website at www.dfs.ny.gov. A list of non-profit housing counselors can be found at https://www.dfs.ny.gov/consumers/help_for_homeowners/new_york_state_non-profit_housing_counseling_agencies.

To start the payoff process, click here

RoundPoint Mortgage Servicing Corporation
Its Successors and/or Assign (ISAOA)
As their Interest May Appear (ATIMA)
P.O. Box 2927
Phoenix, AZ 85062-2927
Click [here] to access the Insurance Claim Package, which includes all the details you need for getting your claim completed. 
Every situation is different, and numerous factors influence disbursement timeframes. Typically, if the insurance claim check is less than $40,000, the entire disbursement process may take 5-7 business days. On the contrary, if the insurance claim check is greater than $40,000, the initial installment is typically disbursed within 7-14 business days. Subsequent installments are released 5-7 business days after the inspection results are received. 
 

All checks need to be endorsed by the homeowner prior to sending to a lien holder.

If RoundPoint Mortgage Servicing Corporation is in the first lien position on the property (i.e., holds the first mortgage), signatures should first be obtained from all subordinate lien holders (e.g., second mortgage, third mortgage, etc.) prior to sending the insurance claim check to RoundPoint Mortgage Servicing Corporation for endorsement.

If RoundPoint Mortgage Servicing Corporation is in second lien position on the property (i.e., holds the second mortgage), RoundPoint Mortgage Servicing Corporation must endorse the insurance claim check prior to sending to the first lien holder (i.e., the servicer holding the first mortgage).

If RoundPoint Mortgage Servicing Corporation holds the only two (2) liens on the property (i.e., holds the first and second mortgage), the insurance claim check can be sent with only the homeowner(s)’ endorsement.

 

If you are affected by a natural disaster, call us immediately. There may be special disaster relief options available to help you. In the meantime, you may want to contact your insurance company and file a claim.

RoundPoint Mortgage Servicing Corporation offers five convenient  methods of payment to accommodate all our customers.

RECURRING MONTHLY PAYMENT (ACH):
ACH is a cost-free, easy, and efficient way for you to make your monthly mortgage payment. With this payment method, your mortgage payment will automatically deduct from your designated checking or savings account each month on the date you choose.

To set up and manage your recurring monthly payment, log into your Servicing Digital online account. Enroll, edit, or cancel your recurring ACH at any time through this safe and secure customer-friendly platform. 
Please have your bank account information available for reference.

PAY ONLINE:
Make Payment Online

RoundPoint Mortgage Servicing Corporation offers same-business-day posting for funds transferred from any bank account.

- This payment option is completely FREE-of-charge for customers.

- Payments scheduled prior to 6:00 PM EST will be applied to the account the same business day.

- Payments scheduled after 6:00 PM EST will be applied the following business day. Payments scheduled on weekends and holidays will be processed the next business day.

PAY BY PHONE:
Call Customer Service at 877-426-8805

Please have your bank account information available for reference.

PAY BY MONEYGRAM:
Make cash payments at any MoneyGram location.

Please have the loan number and the receiver code available when completing the transaction. The receiver code is 7302.

PAY BY MAIL:
Detach the payment coupon and mail it along with a check or money order. Please write the loan number on the check or money order and mail it to the Payment Processing Center listed below.

Mailing Address:
RoundPoint Mortgage Servicing Corporation
PO Box 674150
Dallas, TX 75267-4150

Overnight Payments:
RoundPoint Mortgage Servicing Corporation
ATTN: Lockbox 674150
1200 East Campbell Rd, Suite 108
Richardson, TX 75081

 
RoundPoint accepts payments without a payment coupon. Please write the loan number on the check or money order and mail it to the Payment Processing Center listed below. We encourage you to not delay sending in your payment by waiting for an additional or corrected billing statement.

Mailing Address:
RoundPoint Mortgage Servicing Corporation
PO Box 674150
Dallas, TX 75267-4150

Overnight Payments:
RoundPoint Mortgage Servicing Corporation
ATTN: Lockbox 674150
1200 East Campbell Rd, Suite 108
Richardson, TX 75081
At this time, RoundPoint is able to process payments using either a checking or savings account. Please have your bank account information available for reference. RoundPoint does not process payments with a credit/debit card.
RoundPoint does not normally accept payments that are less than the total amount due. Please contact our Customer Service team at 877-426-8805 to discuss your options.
Although payments are considered late if not received by the due date, most mortgage notes allow time after the due date for the monthly payment to be received before late charges are assessed. Every mortgage note is different; therefore, the “grace period” may vary from one loan to another. Please contact our Customer Service team at 877-426-8805 to discuss the specific terms of your account.
Fees assessed for PMI removal can vary by loan type and removal requirements.
Please complete and submit the Private Mortgage Insurance (PMI) Removal Request form. You can access this form by clicking [here].
Please send proof of homeowners insurance to one of the following:

Website:
  https://ihaveinsurance.com/roundpoint

Email:
Insurance@RoundPointMortgage.com 

Fax:
833.837.8802

Mailing Address:
RoundPoint Mortgage Servicing Corporation
Attn: Insurance Department
P.O. Box 2927
Phoenix, AZ 85062-2927
If your mortgage loan has an escrow account, RoundPoint Mortgage Servicing Corporation will obtain your property tax information directly from your taxing authority and ensure all property tax bills are paid by the due date. If your mortgage loan does not have an escrow account, you are responsible for paying these bills by the due date directly to your taxing authority. 

Please send the delinquent tax bill using one of the following options:

Email:

taxes@RoundPointMortgage.com

Fax:

866.930.1019

Mail:

RoundPoint Mortgage Servicing Corporation
Attn: Escrow Department
PO Box 19409
Charlotte, NC 28219-9409 

 
A supplemental tax bill is a one-time bill generated by the taxing authority and sent directly to the homeowner. The bill is generated because of a mid-year assessment change by the County. Supplemental tax bills may also be referred to as an Added Assessment, Interim, or corrected bill. 
The homeowner is responsible for paying these bills directly to the taxing authority. Because supplemental tax bills are a one-time bill, they are not collected in the monthly escrow payment, included in the escrow account balance, or paid from the escrow account.
Email:
Taxes@RoundPointMortgage.com

Fax:
866.930.1019

Mailing Address:
RoundPoint Mortgage Servicing Corporation
Attn: Escrow Department
PO Box 19409
Charlotte, NC 28219-9409

Any nonstandard or one-time bills are only sent to the homeowner and not the mortgage company. 

These bills include, but not limited to, half-year bills, water and sewer liens, utility bills, parcel splits, corrected bills, reassessments, chargebacks, PILOTs and front-foot bills.

 
The worst thing to do when you are behind in your payments is to avoid contact with us. We cannot help you if we do not have contact with you.

Call us at 877-426-8805 or e-mail us at: Loss.Mitigation@RoundPointMortgage.com
The cornerstone of RoundPoint is the partnerships we create with our customers. We are committed to helping you explore all available payment options as alternatives to foreclosure. We need to work together to resolve your financial problems.

Call us at 877-426-8805 or e-mail us at: Loss.Mitigation@RoundPointMortgage.com
To be considered for workout options, please submit the following:

• A hardship letter explaining the situation that resulted in late or failed payments and any supporting documentation
• A completed Borrower’s Financial Information Form
• Copies of payroll statements for the last 30 days
• Proof of payment of most recent tax bill or current tax bill
• Copy of Homeowners Insurance Declaration page and proof of premium payment
• If self-employed, last two tax returns, and profit and loss statements

A personal representative will be assigned to review your request. After the initial review, we will contact you if we need any additional information.

Please submit the above information to this address:

Mailing Address:
RoundPoint Mortgage Servicing Corporation
Attn: Loss Mitigation Department
PO Box 19409
Charlotte, NC 28219-9409
There is no cost to you on most of our workout options; however, a portion of your delinquency may be requested as a good faith effort or to lower the total amount of the delinquency, making payments more affordable to you.
Special Forbearance
Upon qualification, we will work with you to temporarily suspend or reduce your mortgage payment for a specified period of time. This option will not bring your account current and other arrangements must be made at the end of the forbearance period.

Mortgage Modification
A mortgage modification is a permanent written agreement between you and RoundPoint that changes one or more of the original terms of the loan such as the interest rate, monthly payment, maturity date, or principal balance. This is determined after thoroughly reviewing your financial information. This option allows you to bring your account current and prevent your home from going to foreclosure sale.

Repayment Plan
A repayment plan is an arrangement that gives you a fixed amount of time to bring the delinquent mortgage payments current by paying the normal monthly payment plus an additional amount. If all scheduled repayment payments are made as agreed, this will prevent your loan from going to foreclosure sale.

Deferment
A deferment is an option that reinstates your loan by converting all, or part of, your past-due amount to a non-interest bearing balance that is due and payable at the maturity date or payoff of your loan.

Refinance
We may be able to assist you with refinancing your loan. Many times refinancing can make your debt more manageable. Depending on your credit score, RoundPoint can assist in improving that score by establishing a strong pay pattern as you continually work to reduce other debt.

Collateral Based Resolutions
A collateral-based resolution is a workout option by which you work with your mortgage lender to relinquish ownership of the property without going through the foreclosure process. This is the option you can consider if you do not plan to stay in the property. Collateral-based resolutions are beneficial to you because: they reflect more positively on a credit report, help avoid any subsequent deficiency balances that you might otherwise owe on the debt, and eliminate additional financial commitments such as trustee interest (often owed when bankruptcy is filed).

Pre-foreclosure Sale
The pre-foreclosure sale option allows a borrower in default to sell the property and use the sale proceeds to satisfy the mortgage debt, even if the proceeds are less than the amount needed to pay the loan in full. This option is subject to approval by your lender, investor, and mortgage insurance company, if applicable.

Deed-In-Lieu of Foreclosure
Should all other workout options prove to be unsuccessful, we can consider deed-in-lieu. The Investor/Insurer may agree to accept the deed of the property in lieu of foreclosure, which may release you from all obligations under the mortgage.

For a list of HUD-approved housing counseling agencies that can provide free foreclosure prevention, debt management information, and may be able to provide translation or other language assistance, contact one of the following federal government agencies:

  • The US Department of Housing and Urban Development at (800) 569-4287 or www.hud.gov/counseling
  • If you have a hearing or speech impairment, you can call HUD's toll-free number via TTY by calling the Federal Information Relay Service at (800) 877-8339

Use the CFPB's "Find a Counselor" tool to get a list of counseling agencies approved by the Department of Housing and Urban Development (HUD). You can also call the HOPE™ Hotline, open 24 hours a day, seven days a week, at (888) 995-HOPE (4673).

If the mortgage is owned by Fannie Mae or Freddie Mac, additional information on how to avoid foreclosure, including help for military servicemembers, can be found at these websites:

To see if Fannie Mae or Freddie Mac owns the mortgage, please visit:

The Homeowner Assistance Fund "HAF" program was established by the United States Department of Treasury to provide aid to families impacted by COVID-19. The HAF program benefits vary from state to state.

Contact a HAF representative today to see if you qualify for assistance and the latest information about your state's HAF program at https://www.ncsha.org/homeowner-assistance-fund/.

 
Payments received by the previous servicer during the transfer of a loan, are sent to RoundPoint Mortgage Servicing Corporation as soon as possible. The process of receiving all loan documents and payments may take as many as 60 days following the effective date of transfer.
Trailing payments during the 60-day transition period, are not reported as late to the credit bureaus if the account is current at the time of transfer. Additionally, no late fees are incurred during this time.
RoundPoint Mortgage Servicing Corporation will cancel your auto-draft after your last payment is made, prior to the new servicer transfer. You will receive confirmation of your auto-draft cancellation as well. Please reach out to your new servicer to establish your new auto-draft.
During the first 60 days following a servicing transfer to RoundPoint Mortgage Servicing Corporation, no credit reporting will occur. This ensures credit will not be impacted if payments were made to the prior servicer, after the transfer to RoundPoint Mortgage Servicing Corporation. FDCPA regulations also prohibit credit reporting until after RoundPoint Mortgage Servicing Corporation has direct contact with the mortgagor(s).
Service Transfers are a common occurrence in the mortgage industry. There is nothing a customer does to cause a transfer.
Update your payment information

  • Your new servicer will begin accepting payments after the transfer date.
  • Visit Servicing Digital to complete such action

Disable any recurring payments to RoundPoint Mortgage Servicing Corporation

  • If you're enrolled with us to have your monthly mortgage payment automatically debited from your bank account, this service will end when the transfer occurs. We will draft any payment you have already scheduled on or before the transfer date, but any payments scheduled after that date will NOT draft. If you use your bank’s automatic Bill Pay service, please make sure to update it with information for your new servicer.

Transfer your optional insurance coverage

  • Important note about insurance: If you have mortgage life or disability insurance, or any other type of optional insurance, the transfer of servicing rights may affect your coverage. This may put you are at risk of your policy being cancelled. To discuss options for maintaining your optional insurance coverage, please contact your provider directly.

The only thing that changes during a service transfer is who manages the loan:

  • Who you make your payments to
  • Who manages your escrow
  • Who manages all your questions/account concerns

Please be assured the transfer of your mortgage loan does NOT affect any term or condition of the mortgage agreement. However, the transfer could impact fees charged by the new servicer to perform certain activities, such as fees to process payments and/or to set up automatic payments to be drafted from your bank account.
Service Transfers are a common occurrence in the mortgage industry. There is nothing a customer does to cause a transfer.
The only thing that changes during a service transfer is who manages the loan:

  • Who you make your payments to
  • Who manages your escrow
  • Who manages all your questions/account concerns

Please be assured the transfer of your mortgage loan does NOT affect any term or condition of the mortgage agreement. However, the transfer could impact fees charged by the new servicer to perform certain activities.
Setup an online account!

Please visit our online platform, Servicing Digital, for the following:

  • Free online payment and automatic monthly payment options
  • Review account information
    • Escrow Transaction History
    • Payment History
    • View documents
    • Register for electronic statements
    • Update personal information
    • ...and more
Credit protections were put in place as a result of the COVID-19 National Emergency declared in late March 2020. Loans that were delinquent in Feb 2020 were protected during the March 2020 credit cycle and subsequent months. 
Loans enrolled in a Loss Mitigation plan will remain protected for the duration of that plan. Loans that exit Loss Mitigation, and are still delinquent, will report as delinquent 60 days after the Loss Mitigation plan expired.
Credit protections will end 4/30/2022.
If your loan was or became current during the COVID-19 National Emergency, your loan was reported as such to the Credit Reporting Agencies.

If you were current in early 2020, then enrolled in a COVID-19 protection plan after the National Emergency was declared, your loan was reported as CURRENT, and details about the workout plan were excluded to ensure your credit report was not negatively impacted.
RoundPoint Mortgage Servicing Corporation reported contractually delinquent loans as current if the loan was enrolled a COVID-19 Forbearance protection plan.  When the Forbearance plan expired, if a Deferral was completed, the account was restored to a current status.

For delinquent loans NOT enrolled in a COVID-19 protection plan, negative reporting to Credit Reporting Agencies was suppressed in order to ensure your credit report was not negatively impacted.