Roundpoint Mortage Servicing Customer Service Issues

I am dealing with an overpayment issue caused by inadvertently making two payments. I unintentionally signed up for auto-pay and then paid the current bill by phone, which resulted in a credit for the July payment and a bank overdraft. The customer service team kindly authorized a refund, advising me to send an email with bank documentation to the cashiering department for a quicker refund process. However, I need help in locating the correct email address as I didn’t save it completely during a chat conversation. My Loan # is [redacted], and my name is John A. Nikles/Judith R. Nikles. I reside at [redacted] Fostoria Ave, Findlay, OH45840, and can be reached at [redacted]. I have the necessary bank documentation ready to submit promptly, as this financial situation has been challenging for us, especially since we are on a tight budget relying on social security. Your prompt assistance in expediting the refund process would be greatly appreciated.

Loan Number: [redacted] In late March [redacted], during the COVID-19 lockdown, we were offered a forbearance plan which we decided to take due to the uncertainty of the situation. However, when we later sought to refinance, we discovered that the forbearance was on both of our credit reports. Despite always making our mortgage payments on time, we were never informed about this impact. Roundpoint confirmed they were unaware of this at the time. We struggled to reach them in March, and when we finally did, we took the forbearance as a precaution. To our surprise, we learned today that it has been affecting our credit since April without any prior notice from Roundpoint. We only found out when exploring refinancing. Given that we hadn't been informed, we request for the negative impact to be removed from our credit reports. We made it clear during our calls in March that we intended to keep up with payments and only opted for forbearance as a safety measure due to the pandemic uncertainty.

I made a payment of 1,[redacted].79 to Roundpoint on December 1, [redacted], unaware that the loan had been transferred to a different mortgage company. Once I discovered the change, I promptly made a payment to the new company. Regrettably, due to automatic Bill Pay set up with my bank, a payment went to Roundpoint as well. Unable to connect with a live representative, I am turning to this forum for assistance. I am querying whether I am eligible for a refund of the mistaken payment. Best regards, Janet A. #[redacted]

I am reaching out to request the waiver of the $20 insufficient funds fee. Recently, my loan service was transferred from Mr. Cooper to Roundpoint. During this transition, I inadvertently made two consecutive payments, which resulted in the insufficient funds issue with the second payment. I contacted Roundpoint the day after the transaction to address the duplicate payment and requested them to reject the funds. However, I was informed that they had not received it. Therefore, I am seeking your understanding in waiving the fee. Thank you, Lina.

I have been unable to reach you by phone. I am K. G., recently transferred from Mr. Cooper. I am inquiring about my July payment status. My regular payment was $[redacted].41, but I paid $25 extra to Mr. Cooper. Can you confirm if my July 1st payment has been received? I expected my call to be answered promptly for assistance. Maintaining my excellent payment history with Mr. Cooper is important to me in our new relationship. You can contact me at [redacted]. My mortgage information mailing address is [redacted] 20th Avenue, Vero Beach, FL 32[redacted] c/o C. Griffiths. Thank you.