Business ProfileforRoundPoint Mortgage Servicing LLC

I paid my mortgage last month. Apparently, there was an internet connectivity issue when I submitted my payment. Three days after the payment was made, I received an email stating my payment was late and that a late fee had been charged to my account. I logged back in and made the payment ******** soon as I made the payment for the second time, I called customer service to inquire about having the late fee removed as a one-time courtesy. The agent told me that this happens occasionally and that he would issue a request to remove the late fee and that I would be notified once it was removed, which would be within five days. I never received communication about the request.I logged in this month to pay, and the late fee was still on my account. I called in to inquire once again. I was told by the representative this time that the request had been denied, and I wasn't sure why I wasn't notified. He also stated that RoundPoint no longer issues courtesy refunds for late fees because clients "have been missing their payments on purpose and calling in to have the fees removed."It is very concerning that my mortgage is held by a company that obviously does not have any loyalty to its customers and, frankly, has zero customer service abilities. They won't even waive a fee for a once-in-a-lifetime mishap. They must really need that $72.95!I have also had issues receiving refunds after they double paid my insurance premium out of my escrow account. They just seem to want to hold on to my money so they can draw the interest on it.Additionally, RoundPoint, unfortunately, like many other customer service representative groups, has outsourced its call center. It is extremely difficult to understand their representatives through their thick accents.I am very disappointed with this company, especially since I am forced into giving them my business with how mortgages are constantly being bought and sold. Hurry up and please sell my mortgage again!