Citadel Capital Group, LLC

NOTE COLLECTION SERVICES (A Division of Citadel Capital Group, LLC) IH West, Suite
590 (*** *** Office San Antonio, Texas 78201 (210) 732-Fax July 25, Ms*** *** DR Specialist Revdex.com Corporate Business Office La Posada Drive Austin, TX RE: Complaint ID No*** Complainant: Tatiana *** Dear MsNeal: Please be advised that I represent Note Collection Services (referred to as "NCS")Please find my response to Case Number ID #***I have reviewed the customer's statement of the problems and there are many inconsistencies thereinI will categorize Ms***'s issues1. Ms*** states there are renters in their homeThis is not the caseMs*** sold the property to *** *** on May 18, I enclosed herein a copy of the Warranty Deed, Wraparound Real Estate Lien Note and Deed of TrustThe payments that my client collects are mortgage payments and not rent2. Ms*** alleges that we "hold" money for ten (10) daysNote Collection Services is a professional note collection servicing companyWe do not hold the money in any accountHowever the payor, Mr*** constantly pays late (usually around the 15th or 16th of the month) and by the time NCS deposits the money into its account and then mails the money to Ms***, the check arrives very lateThis is Ms***'s primary problem3. *** *** giving information or lies*** *** is a trusted employee and she never gives informationThat is not how we operateI would be very much surprised at such conduct4. Voicemail is completely fullSometimes this does happenWe have hundreds of accounts to handle and we receive many calls per day that we must deal with and sometimes the voicemail does get fullWe apologize for thisBut, I have a full-time receptionist, Ms*** ***, who answers the telephone most all of the time and takes down messages and reports to *** ***, or myselfWe try to answer these problems as best we canHowever, some individuals can never be satisfied 5. Every_month my family is forced "to fork out" money that we do not haveThis is very misleadingMs*** may have to pay her mortgage company, but as soon as the payor pays NCS, we reimburse her each month, so it is the same money that she sends out, not new money each monthNCS did not set up this real estate transaction which is known as "wraparound seller finance"If the payor pays late, that is not our fault and yes, Ms*** does have to make her mortgage payment until such time as the payor pays NCSThen we reimburse her6. Rules and PoliciesThere is no written policy, but NCS tries very hard to send payments out the same day, or the next after receiving payments from the payorsIf a weekend happens to come in between the date of payment, then a few more days are added onPlus, the San Antonio mail usually takes days to deliver mail with in the city, and even longer if the payees are not in the cityIn summary, I feel that the status of the account is fine right now, and we would be more than happy to verify to Ms*** when NCS receives the payment for the next months, if she would like and I will personally do thisI want our clients to be satisfied about work performanceThank you for your attention to this matter

NOTE COLLECTION SERVICES (A Division of Citadel Capital Group, LLC) IH West, Suite
590 (*** *** Office San Antonio, Texas 78201 (210) 732-Fax July 25, Ms*** *** DR Specialist Revdex.com Corporate Business Office La Posada Drive Austin, TX RE: Complaint ID No*** Complainant: Tatiana *** Dear MsNeal: Please be advised that I represent Note Collection Services (referred to as "NCS")Please find my response to Case Number ID #***I have reviewed the customer's statement of the problems and there are many inconsistencies thereinI will categorize Ms***'s issues1. Ms*** states there are renters in their homeThis is not the caseMs*** sold the property to *** *** on May 18, I enclosed herein a copy of the Warranty Deed, Wraparound Real Estate Lien Note and Deed of TrustThe payments that my client collects are mortgage payments and not rent2. Ms*** alleges that we "hold" money for ten (10) daysNote Collection Services is a professional note collection servicing companyWe do not hold the money in any accountHowever the payor, Mr*** constantly pays late (usually around the 15th or 16th of the month) and by the time NCS deposits the money into its account and then mails the money to Ms***, the check arrives very lateThis is Ms***'s primary problem3. *** *** giving information or lies*** *** is a trusted employee and she never gives informationThat is not how we operateI would be very much surprised at such conduct4. Voicemail is completely fullSometimes this does happenWe have hundreds of accounts to handle and we receive many calls per day that we must deal with and sometimes the voicemail does get fullWe apologize for thisBut, I have a full-time receptionist, Ms*** ***, who answers the telephone most all of the time and takes down messages and reports to *** ***, or myselfWe try to answer these problems as best we canHowever, some individuals can never be satisfied5. Every_month my family is forced "to fork out" money that we do not haveThis is very misleadingMs*** may have to pay her mortgage company, but as soon as the payor pays NCS, we reimburse her each month, so it is the same money that she sends out, not new money each monthNCS did not set up this real estate transaction which is known as "wraparound seller finance"If the payor pays late, that is not our fault and yes, Ms*** does have to make her mortgage payment until such time as the payor pays NCSThen we reimburse her6. Rules and PoliciesThere is no written policy, but NCS tries very hard to send payments out the same day, or the next after receiving payments from the payorsIf a weekend happens to come in between the date of payment, then a few more days are added onPlus, the San Antonio mail usually takes days to deliver mail with in the city, and even longer if the payees are not in the cityIn summary, I feel that the status of the account is fine right now, and we would be more than happy to verify to Ms*** when NCS receives the payment for the next months, if she would like and I will personally do thisI want our clients to be satisfied about work performanceThank you for your attention to this matter

Complaint: [redacted]
I am rejecting this response because: The response stated that the renter pays late, and by the time NCS deposits the money and sends me the payment it is very late. However, NCS did not address what they are doing regarding the late payment. Nor does NCS contact me when the payment is late. I have to constantly call NCS to see why I have not received any payment, and most of the time I get the run around.
2. NCS stated that [redacted] does not lie and has not lied. If NCS would record the calls from their employees they would be able to play back the tapes to hear the invalid and incorrect information that I am constantly given, and would have to legally retract that statement.
3. NCS did not address THEIR responsibility in the lateness of payments.
4. If NCS states that they do not have a business rule where payment has to be returned within 3 days, it would be helpful if NCS did provide a copy of their business rules and procedures as I have never received anything regarding their rules and polices, which they can be held to.
5. It does not sound like NCS is taking any responsibility in the part that they play as a Note Collection Services, nor do they address any of their own discrepancies which has resulted in this complaint.
Regards,
[redacted]