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Consumer Ombudsman

What is a Consumer Ombudsman?

The purpose of the RoundPoint Consumer Ombudsman is to protect customer interests by responding to escalated complaints, monitoring RoundPoint business activity, and working with business units to resolve customer issues.

Part of the Consumer Ombudsman role is to field complaints and inquiries directly from customers who believe they have not received appropriate service from RoundPoint in answering initial complaints or requests for information. The Consumer Ombudsman offers an independent and impartial resolution process and acts as a neutral arbiter of these customer inquiries. The Consumer Ombudsman does not advocate for either the business or the customer but rather ensures a fair process for review of the issue.

When should I contact the Consumer Ombudsman?

Before requesting assistance from the Consumer Ombudsman, the customer should attempt to resolve the issue by contacting Customer Service at 877-426-8805 or by emailing ServicingHelp@RoundPointMortgage.com. Additionally, RoundPoint’s address for Notices of Error, Requests for Information is the following:

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

If RoundPoint’s Customer Service team has not satisfactorily resolved the issue, the customer may choose to contact the Consumer Ombudsman.

What kind of assistance can the Consumer Ombudsman provide?

Once a customer requests Consumer Ombudsman assistance, the Consumer Ombudsman will confirm the issue is appropriate for review. The Consumer Ombudsman will notify the customer following receipt of the request for assistance if the case can be opened. If the Consumer Ombudsman is unable to accept the request for assistance, the customer will receive a response explaining the reason for this determination.

If the Consumer Ombudsman determines a review is warranted, a complete investigation of the issue will be conducted. The Consumer Ombudsman may contact either the customer or a RoundPoint department to obtain additional facts needed to complete the investigation. Once the review is complete, the Consumer Ombudsman will make a recommendation to RoundPoint on how to resolve the situation. The Consumer Ombudsman’s recommendation and the final resolution of the issue are then communicated to the customer.

How do I contact the Consumer Ombudsman?

Please send a message directly to the Consumer Ombudsman.

Email: ConsumerOmbudsman@RoundPointMortgage.com
Mailing Address: RoundPoint Mortgage Servicing Corporation
Attn: Consumer Ombudsman
PO Box 19449
Charlotte, NC 28219-9409