What to do when a RoundPoint account holder dies
Contact RoundPoint — 6-step process, 6 required documents, and submit the death certificate as soon as possible. roundpoint does not publish a fixed timeline for documenting a deceased borrower's account; establishing successor-in-interest status and completing an assumption or refinance can take several weeks to a few months depending on probate and the credit and income review. a mailed payoff can take 7-10 business days to be received once requested.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
RoundPoint balances do not pass to anyone at death — they are settled. The executor reports the death to the estate services team, gets the date-of-death balance in writing, and resolves it through the estate's creditor process.
Gather the account holder's full name, date of birth, and any known account or policy numbers before contacting RoundPoint. A certified death certificate is the primary document required to start any claim.
Death claim process
Follow these steps to file a death claim with RoundPoint:
Filing a claim
- A co-borrower on the loan remains responsible for the mortgage and can continue to manage the account and make payments as usual.
- The executor or administrator of the estate can use estate assets to keep the mortgage current during probate, on presentation of Letters Testamentary or Letters of Administration.
- An heir or family member who receives an ownership interest (by will, trust, divorce decree, or intestate succession) becomes a "successor in interest" under CFPB Regulation X once ownership and identity are documented.
- Proof of the event: a copy of the death certificate (or the divorce decree or trust agreement, depending on the transfer).
- Proof of transfer: the recorded deed, will, or probate court documents showing the property was legally transferred to you.
- A copy of a valid government-issued photo ID and your current phone number and mailing address.
- Continue the existing payments. Under the Garn-St. Germain Act, transfer to an heir who occupies the home does not trigger the due-on-sale clause, so an inheriting relative can generally keep paying the current monthly amount without paying the full balance immediately.
- Apply to assume the mortgage and become the primary borrower, which involves a review of credit and income; ask Customer Service about RoundPoint's assumption process for the specific loan type.
- Refinance the loan into the successor's own name, subject to qualifying on credit, income, and assets.
- Sell the home; the outstanding balance is paid from the sale proceeds at closing and any remainder passes to the heirs.
Required Documents
- Copy of the death certificate for the deceased borrower
- Recorded deed, will, or probate court documents showing the property was transferred to the successor (or a divorce decree / trust agreement, depending on the transfer)
- Copy of a valid government-issued photo ID for the successor in interest
- Current phone number and mailing address for the successor in interest
- Letters Testamentary or Letters of Administration, when the executor or administrator acts for the estate
- The RoundPoint loan number
What to know at this institution
A mortgage is tied to the home, not the person; the home is the collateral. A successor in interest who did not sign the note is generally not personally liable for the debt, but the home is still at risk of foreclosure if payments stop. RoundPoint publishes no dedicated deceased-borrower page or claim form, so the estate/successor works through the general servicing channels: report the death by phone (877-426-8805) or in writing to the correspondence address (PO Box 19409, Charlotte, NC 28219-9409), send the death certificate and proof of ownership transfer, keep the loan current, and choose to continue payments, assume, refinance, or sell. Because RoundPoint accepts a claimant-drafted written notice rather than issuing its own form, letterOfInstruction is user-drafted.
Prepare your letter of instruction to RoundPoint
RoundPoint accepts a claimant-drafted letter of instruction. We draft it for you — addressed to RoundPoint's verified claims department, with the documents it requires enclosed.
Build your letter of instructionHow long the process takes at RoundPoint: Submit the death certificate as soon as possible. RoundPoint does not publish a fixed timeline for documenting a deceased borrower's account; establishing successor-in-interest status and completing an assumption or refinance can take several weeks to a few months depending on probate and the credit and income review. A mailed payoff can take 7-10 business days to be received once requested. The most common reason for delays is missing or incomplete documentation, so submitting everything upfront is the best way to keep things moving.
Documentation required by RoundPoint includes Copy of the death certificate for the deceased borrower, Recorded deed, will, or probate court documents showing the property was transferred to the successor (or a divorce decree / trust agreement, depending on the transfer), and Copy of a valid government-issued photo ID for the successor in interest, along with additional paperwork that varies by account type. All death certificates and court documents must be certified copies.
Frequently asked questions
The mortgage is a debt secured by the home, so it is not discharged at death and does not pass by beneficiary designation. Notify RoundPoint at 877-426-8805 and send a copy of the death certificate. A co-borrower stays responsible and can keep managing the account; an heir who received an ownership interest can be documented as a successor in interest and then continue the existing payments, apply to assume the loan, refinance, or sell the home to pay off the balance.
Call RoundPoint Customer Service at 877-426-8805 (Monday-Friday 8 a.m.-9 p.m. ET, Saturday 10 a.m.-3 p.m. ET) with the loan number ready, or mail a written notice with a copy of the death certificate to RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. RoundPoint does not publish a dedicated deceased-borrower form, so include the loan number, the deceased borrower's name, and your relationship in the written notice.
A successor in interest is someone who receives an ownership interest in the property that secures the mortgage - through inheritance, a divorce decree, or a living trust - but was not an original borrower. Under the Consumer Financial Protection Bureau's Regulation X (12 CFR 1024.30-1024.41), once the servicer confirms the status the successor can request loan information, receive statements, and make payments. RoundPoint generally documents this with proof of the event (death certificate, divorce decree, or trust agreement), proof of transfer (recorded deed, will, or probate court documents), and a copy of a valid photo ID.
Often yes. Most mortgages contain a due-on-sale clause that lets the lender demand the full balance when the property transfers. The federal Garn-St. Germain Act limits enforcement of that clause after a borrower's death: an heir who inherits and occupies the home can generally keep making the existing monthly payments without triggering it. To become the primary borrower, a successor in interest can apply for an assumption, which involves a review of credit and income. Contact RoundPoint at 877-426-8805 about the assumption process for the specific loan type.
No. Mortgage debt is not discharged at death and does not pass by beneficiary designation. It is repaid from the estate, kept current by a co-borrower or heir, assumed, refinanced, or paid off from the proceeds of a sale. If no one keeps the loan current, RoundPoint can pursue foreclosure to recover the debt. Ask about mortgage-assistance and loss-mitigation options if the payments are not affordable while the estate decides.
RoundPoint Mortgage Servicing LLC was founded in 2007 and acquired by Two Harbors Investment Corp. (NYSE: TWO) in 2023; it self-services Two Harbors' mortgage servicing rights and subservices loans for others. The ownership does not change the estate process: RoundPoint is the servicer you notify and work with, whether the note is owned by Two Harbors or by an investor for whom RoundPoint subservices. Report the death to RoundPoint and follow its successor-in-interest documentation.
Sources
Data sourced from RoundPoint primary sources (4 pages reviewed). How we research.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
RoundPoint Customer Service (loan servicing)
General correspondence: RoundPoint, PO Box 19409, Charlotte, NC 28219-9409. Notices of error / information requests (qualified written requests): RoundPoint, Attn: Customer Resolution, PO Box 19789, Charlotte, NC 28219-9409. Payments: RoundPoint Mortgage Servicing LLC, PO Box 650011, Dallas, TX 75265-0011.
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