Frequently Asked
Questions

  • You can contact our Customer Service team 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.

    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 

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

    Email Address: 
    ServicingHelp@RoundPointMortgage.com
  • 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 that their consumer rights are at risk or have been violated. 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.
  • Before requesting assistance from the Consumer Ombudsman, the customer should attempt to resolve the issue by contacting Customer Service at 1-877-426-8805 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.
  • 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.
  • 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
  • RoundPoint Mortgage Servicing Corporation offers different methods of payment to accommodate all of 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.

    Contact our Customer Service team at 877-426-8805 to setup the ACH program over the phone or click here to review the ACH application. Please have your bank account information available for reference.

    PAY ONLINE:
    Make Payment Online

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

    * This payment option is completely FREE of charge.
    * 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:
    Customer Service at 877-426-8805

    Please have your bank account information available for reference.

    * There is a $10.00 convenience fee for payments made through our automated phone system.
    * There is a $12.00 convenience fee for payments made with a Customer Service Representative.

    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
    4400 Amon Carter, Suite 110
    Fort Worth, TX 76155
  • 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
    4400 Amon Carter, Suite 110
    Fort Worth, TX 76155
  • 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.
  • E-mail:
    Taxes@RoundPointMortgage.com

    Fax Number:
    866-930-1019

    Mailing Address:
    RoundPoint Mortgage Servicing Corporation
    Attn: Escrow Department
    PO Box 19409
    Charlotte, NC 28219-9409
  • No, you do not need to send in your property tax bill. If your mortgage loan has an escrow account, then RoundPoint 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, then you are responsible for paying these bills by the due date directly to your taxing authority.
  • If you receive a delinquent property tax bill, please immediately call the RoundPoint Customer Service Department at 877-426-8805. If your mortgage loan has an escrow account, then RoundPoint will ensure the delinquent tax bill is paid timely. If your mortgage loan does not have an escrow account, then RoundPoint will discuss your available options.
  • A supplemental tax bill is a one-time bill generated by the taxing authority and sent directly to the homeowner. The bill is generated as a result 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.
  • No, RoundPoint does not pay supplemental tax bills. The homeowner is responsible paying these bills by the due date 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.
  • RoundPoint Mortgage Servicing Corporation
    Its Successors and/or Assign (ISAOA)
    As their Interest May Appear (ATIMA)
    P.O. Box 2927
    Phoenix, AZ 85062-2927
  • Please complete and submit the applicable Loss Draft Package.

  • Every situation is different and could contain factors that vary the disbursal timeframes. Typically, if the insurance claim check is less than $40,000, then the entire disbursement process take 5-7 business days. And, typically, if the insurance claim check is greater than $40,000, then the initial installment is disbursed within 7-14 business days and the 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 is in the first lien position on the property (i.e., holds the first mortgage), then 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 for endorsement.

    If RoundPoint is in the second lien position on the property (i.e., holds the second mortgage), then RoundPoint must endorse the insurance claim check prior to it being sent to the first lien holder (i.e., the servicer holding the first mortgage).

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

    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.
  • 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.
  • 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.
  • 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.