Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Not all of those statements were accurate, and if they were good at customer service and getting back to people then why did I have to resort to Revdex.com? Further, they state that if I need loan assistance that I have to call a number, which also goes completely against my email or USPS only rule with them So, how do I contact them VIA EMAIL? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint If previous homeowners policy premium was $and it got replaced with the new policy with annual premium of $244, I do not understand why my mortgage cannot be reanalyzed to reduce my monthly payment amount!!! Since my hazard insurance premium went down significantly, please reanalyze my mortgage effective immediately and send me the overage fundsPlease have your management look into this loan as I'm not able to resolve a simple issue since 08/28/2017! This is unacceptable! Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
January 08, [redacted] Rd [redacted] , VA 23114RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx [redacted] Property: [redacted] Rd [redacted] , VA 23114Dear *** and [redacted] :This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject propertyNew Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case.Should you have further questions, you may contact your Bankruptcy Case Manager, Kim R [redacted] , at 864- [redacted] .Sincerely,Lisa F [redacted] Compliance DepartmentEnclosuresPlease read the following important notices as they may affect your rights.This is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector.If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy.Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provideimportant protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.Hours of Operation (EST) Monday - Friday: a.m.-p.mSaturday: a.m.-p.m
RE: Complaint ID: [redacted] , [redacted] Property Address: [redacted] Street, [redacted] , TN Dear [redacted] : This letter is in response to the complaint submitted February 27, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 15, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she was previously in an active bankruptcy, but is now making her own paymentsShe states she has not received any monthly statements, and some of her payments have been returned due to being partial paymentsShe further states she has requested a detailed payment history, however, Shellpoint has refused to send one to herOn February 28, 2017, Shellpoint’s Compliance department attempted to contact Ms [redacted] to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herShellpoint’s records indicate that Ms [redacted] is not the borrower of the above referenced loanAlthough the property deed may have been transferred to Ms [redacted] and she included the property in her bankruptcy, she was not a signer of the Note that is still secured by the propertyThe loan itself is not her legal obligation to payShellpoint cannot add Ms [redacted] to the loan, nor disclose any information regarding the loan to Ms [redacted] , including billing statementsOnly the obligated borrower who signed the Note is being billedShellpoint does not have authorization from the borrower to discuss this loan or disclose any information about the loan to Ms [redacted] If you have any further questions, comments, or concerns, please contact me at [redacted] [redacted] Sincerely, LF* Shellpoint Mortgage Servicing [redacted] Regulatory Fax: (***)- [redacted] [redacted]
RE: Complaint ID: [redacted] *** Property Address: [redacted] ***, TX Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to herShe further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalatedUpon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms [redacted] on January 20, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herAccording to Shellpoint’s records, we received the check on December 9, On December 19, 2016, we spoke with Ms***, and at that time, she was informed we were unable to deposit the check because she had not endorsed itShe was also advised we had not received the required documents from her, as the W-was missingThe monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages)Ms [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractorShe further stated that the new contractor would be paid out of pocketWe advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in fullMs [redacted] was also advised as to what documentation would be needed for the new contractorBecause Ms [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us backWe advised that we would hold the check until December 27, before we returned it for the missing endorsementThe next conversation with Ms [redacted] was on January 20, She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representativeShe was advised the check had been requested, but there was nothing stating it was being sent overnightAt that time, Ms [redacted] disconnected the callThe check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, LF* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
This letter is in response to the complaint submitted August 31, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLCBorrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed thereI was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double paymentThis is not acceptable and needs to be corrected as I should not have to be penalized for your mistakesShellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection BureauPlease refer to our enclosed letter dated September 10, 2015, and its enclosuresPlease be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted] , and advised him that a loan modification has been approvedThis particular loan modification would not consist of a trial periodThe Loan Modification Agreement will be sent to Ms [redacted] under separate cover to sign and send back to Shellpoint’s officeIf Ms [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension ***, for further assistanceShe may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at [redacted] .comSincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10,
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: *** [redacted] Dr [redacted] ***, IL Dear [redacted] : This letter is in response to the Better Business of Upstate South Carolina complaint received on October 16, 2017, regarding the subject propertyNew Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you stated you sent proof of both condominium and homeowner’s insurance in August 2017, with a request to re-analyze the loan, but you have received a letter stating New Penn is going to put Lender-Placed Insurance (LPI) on the loan because we have not received proof of coverageAdditionally, the loan was not re-analyzedYou stated you submitted the documents on August 28, and again on October 14, 2017, and you want the account updatedPlease be advised, the documentation we received indicated the HO-policy cancelled per your request on July 31, 2017, at 12:01am, and the new policy became effective on August 1, 2017, at 12:01amBecause of this small lapse in coverage, LPI in the amount of $was charged to the loanWe have enclosed copies of the cancellation and the new policy for your reviewShellpoint has determined there have been no errors in the servicing of the loanTherefore, there will not be another analyzation of the loan unless we received evidence that there was no lapseYou have the right to request documentation supporting our determinationAs stated above, enclosed is a copy of cancelled policy and the new policyShould you have further questions, you may contact me at 864- [redacted] Sincerely, Lisa F* Compliance Department Enclosures
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) is currently the owner of the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Shellpoint notified Ms [redacted] that the payment due August had not been received within the grace periodMs [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issuedMs [redacted] contends two payments should have been received before September 1, As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agenciesOur records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox [redacted] , [redacted] , OH 45274-It is respectfully advised Ms [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment toCheck number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the accountOur vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, The payment was posted to the August 1, due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has since worked with our vendor to prevent a similar occurrence in the futureDuring the time period described above, Ms [redacted] placed a stop on check # [redacted] and it has since been returned by her bankShould Ms [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refundShellpoint will require documentation of any fees assessed by her bank, should she need to make this requestShellpoint received two more checks from Ms [redacted] Please review the following payment details: ? check number ending in ***, dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, The loan is current and the next payment is due October 1, As of the date of this response, we have requested the late charge of $that was assessed on September 3, to be waivedNothing derogatory has been reported to the consumer reporting agencies as a result of this issueIf you have any further questions, comments, or concerns, please contact Customer Service at 800- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint SHellpoint has not resolved my complaintI have been calling them over the past few days to speak with some one and have gotten the run around every time They say that they are investigating and when I call Shell point (using the number on the letter) to explain what actions I plan to take to aid them in their investigation, they keep me on hold for hours and when they finally come back on to the phone, I am mysteriously disconnected I called todayI called MondayI called FridayI called Saturdaythe same thing happened each timeAnd, now they are saying that time has run out for my responseI responded right away by phoneMy plan was to fax them information to aid in their 'investigation', but we have been snowed in here in MemphisSo I did not have transportationI had planned to fax documents to them Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in coverage, previous policy was canceled on 07/31/and replaced with another one right awayNew policy declaration page is attachedTherefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me Regards, [redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX Dear Ms [redacted] : This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject property [redacted] Insurance Company is currently the owner of the loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, Mr [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted] When payment was submitted, he indicated that loan number on the payment checkLater, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted] Mr [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious meansHe is further concerned about information reported to the credit agenciesUpon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach himWe are here to take calls during the hours listed aboveHe may also request a specific date and time he would prefer we call himDuring the research of this complaint, it was discovered that Mr [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loanWe apologize for this errorAccording to Shellpoint records, Mr [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issueOnce the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ( [redacted] ) were applied to the correct loan number ( [redacted] )The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially receivedA copy of the Loan History Summary is enclosed, and shows these transactions on the loanAs stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”)Therefore, we have not reported this loan to the CRA’s or assessed any late feesWe apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr [redacted] ’s loanShellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve [redacted] upon consumer concernsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F* Compliance Department Enclosure
October 26, [redacted] , WA 98671RE: Revdex.com Case # [redacted] Reference # [redacted] Account #: xxxx [redacted] Property: [redacted] , WA 98671Dear [redacted] and [redacted] :This letter is in response to the Better Business Bureau of the Upstate of South Carolina complaint received on October 17, 2017, regarding the subject propertyNew Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about September 03, 2016.Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns.Per the complaint, you stated that you have a $38,insurance claim and New Penn is holding the moneyYou stated that your first draw should be around $12,500.00, and you need to replace the kitchen and dining room.According to New Penn’s records, funds in the amount of $38,were received on October 5, Due to the amount of the claim, and the unpaid principal balance on the loan, New Penn must handle the claim according to the “monitored” claims processThis means that if your loss is greater than $10,000.00, New Penn reserves the right, pursuant to the Security Instrument securing the mortgage lien, to hold funds in a loss draft account, thus ensuring the repairs to your property are completedNew Penn will release the initial draw to begin repairs, and then we will monitor the repairs process via property inspections to verify the repairs are being completed according to the contract and in compliance with the local building codesInspections are to be completed at 50% (or greater) of the repairs and at the completion of the repairs.Before the initial draw can be made, the following documentation is required from you:• Claim check endorsed by all payees listed on the check.• Provide a copy of the insurance adjuster’s estimate listing the identified damages and the amount covered by your insurance company.• Sign the enclosed Owner’s Affidavit and have your signature notarized.• Provide a copy of the signed contract between you and the contractor listing:aall the repairs that will be performed bthe total cost to complete the repairs cthe estimated time required to complete the repairs dRepairs must be completed by a licensed contractor• Provide a signed W-form from your contractor (a blank copy is included for your convenience).• Contractor’s license and contractor’s proof of insurance.Our insurance division previously provided you with these requirements and details for this process.Once the above-referenced documents were received, one-third of the funds in the amount of $12,were disbursed on October 17, Additionally, on October 19, 2017, New Penn received approval to disburse additional funds in the amount of $4,to purchase flooring and $6,for countertops to be installed.As stated above, funds are not usually released until inspections are ordered to determine if the property is being repaired correctly; however, after receiving permission from the investor, we were allowed to disburse the additional funds for the flooring and countertopsUnless special circumstances arise, in the future, disbursements will be made only after inspections are completed, per the loss draft process.The loan is due for the November 1, 2017, installment.New Penn has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary reflecting loss draft transactions for your records.Should you have further questions, you may contact me directly at 864- [redacted] .Sincerely,Lisa F [redacted] Compliance DepartmentEnclosureHours of Operation (EST) Monday - Friday: a.m.-p.mSaturday: a.m.-p.m
RE Complaint ID #: [redacted] Complainant: [redacted] Reference #: [redacted] Account # XXXX [redacted] Property: *** [redacted] RoadToledo, OH 43612-3543Dear Cindy R***:This letter is in response to the Revdex.com complaint received on November 21, 2017, regarding the subject property*** LLC is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014.Borrower stated in the complaint: My account was sold from [redacted] Financial to Shellpoint, they told me I must pay or they will take my house because of the lienI owe S8,I have faxed and called the LOSS Mitigation Department, and they never receive the informationWhen I call, the recording says this not an attempt to collect due to the bankruptcy, how can they threaten to take my house when I am Still payment my regular mortgageIt took over years for them to correct my credit report, it was showing active and my score went down because of thatI would like Shellpoint to either get rid of the debt and lien due to bankruptcy or work with me to find a solution through their LOSS Mitigation Department for a loan modification.Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant Staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsWe regret any inconvenience the mortgagor may have experienced in communicating with our office, as Shellpoint strives to provide excellent service to all of its customers.Upon review of the mortgagors complaintShellpoints records indicate that we have previously addressed most of the issues and concerns listed in the mortgagors complaintPlease refer to our enclosed letters dated April 15, 2015, May 6, and May 8, Shellpoint maintains that it has serviced the loan in accordance with the original agreement and applicable lawsAs conveyed in Shellpoints April letterShellpoint acknowledged Ms [redacted] s obligation to repay the debt was discharged via bankruptcy proceedings; however, it also confirmed that the lien Survived the bankruptcy proceedingsAs such, a valid debt still exists with respect to the enforceable lien, and Shellpoint is servicing the debt accordinglyIn Shellpoints May 8, letter, it confirmed that Shellpoint submitted a request to the credit reporting agencies to remove all credit reporting issued by our office.Lastly, We acknowledge the mortgagors request for a Workout SolutionShellpoints LOSS Mitigation Department received a request for mortgage assistance from ** [redacted] on October 3, 2017; however, it was unable to complete its review because additional documents were requiredShellpoint required documentation evidencing the mortgagors name change from [redacted] to [redacted] ***, as documentation received as part of the loss mitigation application showed a name different from that noted in Shellpoints servicing systemOur records indicate that our representatives spoke with Ms [redacted] on October 12, 2017, where during the call Ms [redacted] was advised of the required documentationAdditionally, the designated single point of contact, ***Dennis C [redacted] , attempted to reach Ms [redacted] on November 22, 2017; however, his attempt was unsuccessfulAs of the date of this response, the required documentation remains outstanding.The requested information may be submitted by mail to the address listed below or by facsimile at (866) [redacted] or via email to lossmitigation (shellpointmtg.comUpon receipt, Shellpoint Will proceed with the next phase of the review process or notify Ms [redacted] if additional documentation is needed to accurately calculate her household income.Shellpoint Mortgage Servicing POBOX *** Greenville, SC 29603Should you or the mortgagor have questions regarding the loss mitigation process and/or to inquire about the documentation requested, please contact the designated single point of contact, Denis C [redacted] , at (866) [redacted] , extension [redacted] for further assistanceYou may also contact Shellpoints Loss Mitigation Department via telephone at (866) [redacted] .Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at escalations ashellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: LettersCC [redacted] R [redacted] Road [redacted] , OH 43612-
Dear Ms [redacted] : This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, Per the complaint, the borrower(s) Mr [redacted] does not have an escrow account, as he pays his own taxes and insuranceHowever, after checking his loan detail, his account shows an escrow payment of $2,Mr [redacted] would like access online to review his mortgage accountLast, Mr [redacted] reviewed his for and in comparison to his last statement received, the amounts do not matchDue to an inadvertent error, when Mr [redacted] ’s loan was loaded into Shellpoint’s system, it reflected an escrow accountAs such, on November 10, Shellpoint disbursed the taxes due to San Diego County in the amount of $7,On December 30, Shellpoint requested the county refund the taxes paid, because Mr [redacted] had paid themIn turn, $7,was refunded to Mr [redacted] ’s accountOn January 11, the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removedMr [redacted] ’s principle and interest payment is $5,Shellpoint began servicing Mr [redacted] ’s loan September 1, From that date forward, the interest paid to Shellpoint was a total of $9,Prior to that, the loan was serviced by [redacted] Loans Incand he should receive a separate Mortgage Interest Statement (1098) for any interest paid to [redacted] in Enclosed is a copy of the Mortgage Interest statement (1098) from ShellpointAs of the date of this letter, Shellpoint’s records do not show that Mr [redacted] is locked out of his online accountWe would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.comInternet Explorer is preferable as your main Internet BrowserCheck the Cache and Cookies under your browser’s Internet Settings and clear out those featuresMr [redacted] [redacted] ’s username is (***[redacted] ) and his email address is ***[redacted] @gmail.comIf Mr [redacted] has forgotten his password, he will need to click “Forgot Password” to reset itShould the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phoneEnclosed is a copy of the Loan Transaction HistoryPlease accept our sincere apologies for any inconvenience experienced regarding these issuesIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] , [redacted] *** Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 23, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about April 8, Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr [redacted] on March 22, by fax and on March 23, by emailWe responded to the complaint on March 31, Enclosed is a copy of our responseWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing Enclosure
March 16, [redacted] [redacted] Ave [redacted] , AZ RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: [redacted] Ave [redacted] , AZ Dear [redacted] : This letter is in response to the Revdex.com of the Upstate complaint received on March 8, 2018, regarding the subject property [redacted] Mortgage, LLC is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about December 26, Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you state you tried for over a year to have the Private Mortgage Insurance (“PMI”) removed from your loan, and after the appraisal was received by New Penn, we did not process the removal in a timely manner, causing you to have to pay an additional month of premiumAdditionally, you requested removal of the escrow account, which you believe should have been done automaticallyThe escrow removal was denied due to the loan to value (“LTV”) on the loanLastly, you state you obtained a new insurance policy with a reduced premium amount, but New Penn has not made the correction to your monthly paymentWe apologize for any delay you encountered while trying to have the PMI removed from your loanAccording to New Penn’s records, we received signed PMI removal documentation from you on January 9, and an appraisal was ordered the same dayThe appraisal was received on January 18, 2018, and the PMI was cancelled effective January 17, You were sent a letter on January 23, advising you the PMI had been cancelledYou were not charged any PMI premiums after the month of January 2018, and no PMI premium is due to youAdditionally, a revised escrow analysis was performed on January 25, advising you effective March 1, the monthly payment amount would decrease from $1,to $1,A copy is enclosed for your recordsAs you were advised in the enclosed response dated March 7, 2018, due to investor requirements, New Penn is unable to remove the escrow account from the loan at this timePlease be advised, the investor requires an LTV ratio below 80% of the original appraised value in order to remove the escrow account, and the LTV is 88.95% at this timeOn March 13, 2018, a revised escrow analysis was performed due to decrease in hazard insurance premiumThe analysis decreases the monthly payment amount from $1,to $1,A copy is enclosed for your recordsAccording to our records, there have been two payment decreases; one due to the PMI removal and the other due to a decrease in insurance premiumFrom February 1, to April 1, 2018, the total decrease amount to the monthly payment is $New Penn has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationIn addition to the aforementioned documents, a copy of the Loan History Summary is enclosed [redacted] for your recordsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F* Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collectorIf you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcyAttention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies
Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlso since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment Regards, [redacted]
I already made my October mortgage payment by checkAccording to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, However, an UNAUTHORIZED deduction was attempted on October 15th, resulting in a fee of $In addition, I am fearful that my property tax due in December, will not be made on timeThis past year TWO TAX payments were months lateRefund the $charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwardsSTART my automatic deductions on November 15th, as is stated on my account on-linePAY MY PROPERTY TAXES ON TIME next month
May 31, [redacted] [redacted] [redacted] St [redacted] , IL RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: [redacted] St ***, IL Dear [redacted] and [redacted] : This letter is in response to the Revdex.com complaint received on May 31, 2018, regarding the subject property [redacted] Trust c/o [redacted] Savings Funds Society, FSB, d/b/a [redacted] Trust is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 1, Shellpoint’s records indicate the loan was discharged through a Chapter BankruptcyTherefore, Shellpoint is not attempting to collect the debt, as your personal liability was dischargedHowever, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated propertyPlease know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you stated you never received statements for your Home Equity Line of Credit (“HELOC”) loan, and when you did receive one, it showed your loan being two payments behindYou stated you were never informed that you were delinquent on your HELOC when you called to make the monthly paymentAdditionally, derogatory payment information should have not been reported to the Consumer Reporting Agencies (“CRA’s”), since Shellpoint’s agents failed to notify you that you were behindFurthermore, you stated that when you called Shellpoint regarding the delinquency, the Customer Service Agent could not tell you why you were behindYou want the negative reporting removed from your credit reportRegarding the receipt of the monthly statements, please be advised, Shellpoint was previously prohibited from sending monthly statements due to your discharged bankruptcyHowever, mortgage servicing guidelines have recently changedEffective in April 2018, we are required to send monthly billing statements to all customers regardless of bankruptcy filingThere should be no issues with receiving statements in the futureAccording to Shellpoint’s records, the contractual due date for payments is the 28th of every monthThe enclosed payment history indicates your payments were consistently received after this dateAdditionally, there were no funds received during the month of December The November 28, and December 28, payments were not received until January 3, The January 28, monthly payment was not received until February 28, 2018, and the February 28, payment was not received until March 31, No funds were received during the month of April The payment due March 28, was not received until May 3, Therefore, when you called on May 30, 2018, the loan was contractually due for both the April 28, and May 28, paymentsWe regret the Customer Service Agent was unable to provide this information to youWe have shared this with the appropriate people within our organization to prevent another occurrence [redacted] Please be advised, no late fees have been assessed to the loan since we began servicing itAdditionally, we are not reporting this loan to the CRA’s at all, due to your discharged bankruptcyWe have obtained records from the CRA’s and confirmed that this Shellpoint account is not being reportedEnclosed is evidence provided by Equifax, Experian and TransUnionShellpoint has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary and credit reporting documents for your recordsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F* Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collectorIf you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcyThe primary regulatory authority having jurisdiction over the residential lending activities of Shellpoint is the Federal Trade CommissionTheir information is below: Federal Trade Commission Pennsylvania Ave., NW Washington, DC Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Not all of those statements were accurate, and if they were good at customer service and getting back to people then why did I have to resort to Revdex.com? Further, they state that if I need loan assistance that I have to call a number, which also goes completely against my email or USPS only rule with them So, how do I contact them VIA EMAIL? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint If previous homeowners policy premium was $and it got replaced with the new policy with annual premium of $244, I do not understand why my mortgage cannot be reanalyzed to reduce my monthly payment amount!!! Since my hazard insurance premium went down significantly, please reanalyze my mortgage effective immediately and send me the overage fundsPlease have your management look into this loan as I'm not able to resolve a simple issue since 08/28/2017! This is unacceptable! Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
January 08, [redacted] Rd [redacted] , VA 23114RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx [redacted] Property: [redacted] Rd [redacted] , VA 23114Dear *** and [redacted] :This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject propertyNew Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case.Should you have further questions, you may contact your Bankruptcy Case Manager, Kim R [redacted] , at 864- [redacted] .Sincerely,Lisa F [redacted] Compliance DepartmentEnclosuresPlease read the following important notices as they may affect your rights.This is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector.If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy.Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provideimportant protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.Hours of Operation (EST) Monday - Friday: a.m.-p.mSaturday: a.m.-p.m
RE: Complaint ID: [redacted] , [redacted] Property Address: [redacted] Street, [redacted] , TN Dear [redacted] : This letter is in response to the complaint submitted February 27, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 15, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she was previously in an active bankruptcy, but is now making her own paymentsShe states she has not received any monthly statements, and some of her payments have been returned due to being partial paymentsShe further states she has requested a detailed payment history, however, Shellpoint has refused to send one to herOn February 28, 2017, Shellpoint’s Compliance department attempted to contact Ms [redacted] to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herShellpoint’s records indicate that Ms [redacted] is not the borrower of the above referenced loanAlthough the property deed may have been transferred to Ms [redacted] and she included the property in her bankruptcy, she was not a signer of the Note that is still secured by the propertyThe loan itself is not her legal obligation to payShellpoint cannot add Ms [redacted] to the loan, nor disclose any information regarding the loan to Ms [redacted] , including billing statementsOnly the obligated borrower who signed the Note is being billedShellpoint does not have authorization from the borrower to discuss this loan or disclose any information about the loan to Ms [redacted] If you have any further questions, comments, or concerns, please contact me at [redacted] [redacted] Sincerely, LF
* Shellpoint Mortgage Servicing [redacted] Regulatory Fax: (***)- [redacted] [redacted]
RE: Complaint ID: [redacted] *** Property Address: [redacted] ***, TX Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to herShe further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalatedUpon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms [redacted] on January 20, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herAccording to Shellpoint’s records, we received the check on December 9, On December 19, 2016, we spoke with Ms***, and at that time, she was informed we were unable to deposit the check because she had not endorsed itShe was also advised we had not received the required documents from her, as the W-was missingThe monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages)Ms [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractorShe further stated that the new contractor would be paid out of pocketWe advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in fullMs [redacted] was also advised as to what documentation would be needed for the new contractorBecause Ms [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us backWe advised that we would hold the check until December 27, before we returned it for the missing endorsementThe next conversation with Ms [redacted] was on January 20, She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representativeShe was advised the check had been requested, but there was nothing stating it was being sent overnightAt that time, Ms [redacted] disconnected the callThe check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, LF
* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
This letter is in response to the complaint submitted August 31, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLCBorrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed thereI was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double paymentThis is not acceptable and needs to be corrected as I should not have to be penalized for your mistakesShellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection BureauPlease refer to our enclosed letter dated September 10, 2015, and its enclosuresPlease be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted] , and advised him that a loan modification has been approvedThis particular loan modification would not consist of a trial periodThe Loan Modification Agreement will be sent to Ms [redacted] under separate cover to sign and send back to Shellpoint’s officeIf Ms [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension ***, for further assistanceShe may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at [redacted] .comSincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10,
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: *** [redacted] Dr [redacted] ***, IL Dear [redacted] : This letter is in response to the Better Business of Upstate South Carolina complaint received on October 16, 2017, regarding the subject propertyNew Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you stated you sent proof of both condominium and homeowner’s insurance in August 2017, with a request to re-analyze the loan, but you have received a letter stating New Penn is going to put Lender-Placed Insurance (LPI) on the loan because we have not received proof of coverageAdditionally, the loan was not re-analyzedYou stated you submitted the documents on August 28, and again on October 14, 2017, and you want the account updatedPlease be advised, the documentation we received indicated the HO-policy cancelled per your request on July 31, 2017, at 12:01am, and the new policy became effective on August 1, 2017, at 12:01amBecause of this small lapse in coverage, LPI in the amount of $was charged to the loanWe have enclosed copies of the cancellation and the new policy for your reviewShellpoint has determined there have been no errors in the servicing of the loanTherefore, there will not be another analyzation of the loan unless we received evidence that there was no lapseYou have the right to request documentation supporting our determinationAs stated above, enclosed is a copy of cancelled policy and the new policyShould you have further questions, you may contact me at 864- [redacted] Sincerely, Lisa F
* Compliance Department Enclosures
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) is currently the owner of the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Shellpoint notified Ms [redacted] that the payment due August had not been received within the grace periodMs [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issuedMs [redacted] contends two payments should have been received before September 1, As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agenciesOur records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox [redacted] , [redacted] , OH 45274-It is respectfully advised Ms [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment toCheck number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the accountOur vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, The payment was posted to the August 1, due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has since worked with our vendor to prevent a similar occurrence in the futureDuring the time period described above, Ms [redacted] placed a stop on check # [redacted] and it has since been returned by her bankShould Ms [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refundShellpoint will require documentation of any fees assessed by her bank, should she need to make this requestShellpoint received two more checks from Ms [redacted] Please review the following payment details: ? check number ending in ***, dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, The loan is current and the next payment is due October 1, As of the date of this response, we have requested the late charge of $that was assessed on September 3, to be waivedNothing derogatory has been reported to the consumer reporting agencies as a result of this issueIf you have any further questions, comments, or concerns, please contact Customer Service at 800- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint SHellpoint has not resolved my complaintI have been calling them over the past few days to speak with some one and have gotten the run around every time They say that they are investigating and when I call Shell point (using the number on the letter) to explain what actions I plan to take to aid them in their investigation, they keep me on hold for hours and when they finally come back on to the phone, I am mysteriously disconnected I called todayI called MondayI called FridayI called Saturdaythe same thing happened each timeAnd, now they are saying that time has run out for my responseI responded right away by phoneMy plan was to fax them information to aid in their 'investigation', but we have been snowed in here in MemphisSo I did not have transportationI had planned to fax documents to them Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in coverage, previous policy was canceled on 07/31/and replaced with another one right awayNew policy declaration page is attachedTherefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me Regards, [redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX Dear Ms [redacted] : This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject property [redacted] Insurance Company is currently the owner of the loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, Mr [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted] When payment was submitted, he indicated that loan number on the payment checkLater, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted] Mr [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious meansHe is further concerned about information reported to the credit agenciesUpon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach himWe are here to take calls during the hours listed aboveHe may also request a specific date and time he would prefer we call himDuring the research of this complaint, it was discovered that Mr [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loanWe apologize for this errorAccording to Shellpoint records, Mr [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issueOnce the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ( [redacted] ) were applied to the correct loan number ( [redacted] )The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially receivedA copy of the Loan History Summary is enclosed, and shows these transactions on the loanAs stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”)Therefore, we have not reported this loan to the CRA’s or assessed any late feesWe apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr [redacted] ’s loanShellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve [redacted] upon consumer concernsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F
* Compliance Department Enclosure
October 26, [redacted] , WA 98671RE: Revdex.com Case # [redacted] Reference # [redacted] Account #: xxxx [redacted] Property: [redacted] , WA 98671Dear [redacted] and [redacted] :This letter is in response to the Better Business Bureau of the Upstate of South Carolina complaint received on October 17, 2017, regarding the subject propertyNew Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about September 03, 2016.Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns.Per the complaint, you stated that you have a $38,insurance claim and New Penn is holding the moneyYou stated that your first draw should be around $12,500.00, and you need to replace the kitchen and dining room.According to New Penn’s records, funds in the amount of $38,were received on October 5, Due to the amount of the claim, and the unpaid principal balance on the loan, New Penn must handle the claim according to the “monitored” claims processThis means that if your loss is greater than $10,000.00, New Penn reserves the right, pursuant to the Security Instrument securing the mortgage lien, to hold funds in a loss draft account, thus ensuring the repairs to your property are completedNew Penn will release the initial draw to begin repairs, and then we will monitor the repairs process via property inspections to verify the repairs are being completed according to the contract and in compliance with the local building codesInspections are to be completed at 50% (or greater) of the repairs and at the completion of the repairs.Before the initial draw can be made, the following documentation is required from you:• Claim check endorsed by all payees listed on the check.• Provide a copy of the insurance adjuster’s estimate listing the identified damages and the amount covered by your insurance company.• Sign the enclosed Owner’s Affidavit and have your signature notarized.• Provide a copy of the signed contract between you and the contractor listing:aall the repairs that will be performed bthe total cost to complete the repairs cthe estimated time required to complete the repairs dRepairs must be completed by a licensed contractor• Provide a signed W-form from your contractor (a blank copy is included for your convenience).• Contractor’s license and contractor’s proof of insurance.Our insurance division previously provided you with these requirements and details for this process.Once the above-referenced documents were received, one-third of the funds in the amount of $12,were disbursed on October 17, Additionally, on October 19, 2017, New Penn received approval to disburse additional funds in the amount of $4,to purchase flooring and $6,for countertops to be installed.As stated above, funds are not usually released until inspections are ordered to determine if the property is being repaired correctly; however, after receiving permission from the investor, we were allowed to disburse the additional funds for the flooring and countertopsUnless special circumstances arise, in the future, disbursements will be made only after inspections are completed, per the loss draft process.The loan is due for the November 1, 2017, installment.New Penn has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary reflecting loss draft transactions for your records.Should you have further questions, you may contact me directly at 864- [redacted] .Sincerely,Lisa F [redacted] Compliance DepartmentEnclosureHours of Operation (EST) Monday - Friday: a.m.-p.mSaturday: a.m.-p.m
RE Complaint ID #: [redacted] Complainant: [redacted] Reference #: [redacted] Account # XXXX [redacted] Property: *** [redacted] RoadToledo, OH 43612-3543Dear Cindy R***:This letter is in response to the Revdex.com complaint received on November 21, 2017, regarding the subject property*** LLC is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014.Borrower stated in the complaint: My account was sold from [redacted] Financial to Shellpoint, they told me I must pay or they will take my house because of the lienI owe S8,I have faxed and called the LOSS Mitigation Department, and they never receive the informationWhen I call, the recording says this not an attempt to collect due to the bankruptcy, how can they threaten to take my house when I am Still payment my regular mortgageIt took over years for them to correct my credit report, it was showing active and my score went down because of thatI would like Shellpoint to either get rid of the debt and lien due to bankruptcy or work with me to find a solution through their LOSS Mitigation Department for a loan modification.Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant Staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsWe regret any inconvenience the mortgagor may have experienced in communicating with our office, as Shellpoint strives to provide excellent service to all of its customers.Upon review of the mortgagors complaintShellpoints records indicate that we have previously addressed most of the issues and concerns listed in the mortgagors complaintPlease refer to our enclosed letters dated April 15, 2015, May 6, and May 8, Shellpoint maintains that it has serviced the loan in accordance with the original agreement and applicable lawsAs conveyed in Shellpoints April letterShellpoint acknowledged Ms [redacted] s obligation to repay the debt was discharged via bankruptcy proceedings; however, it also confirmed that the lien Survived the bankruptcy proceedingsAs such, a valid debt still exists with respect to the enforceable lien, and Shellpoint is servicing the debt accordinglyIn Shellpoints May 8, letter, it confirmed that Shellpoint submitted a request to the credit reporting agencies to remove all credit reporting issued by our office.Lastly, We acknowledge the mortgagors request for a Workout SolutionShellpoints LOSS Mitigation Department received a request for mortgage assistance from ** [redacted] on October 3, 2017; however, it was unable to complete its review because additional documents were requiredShellpoint required documentation evidencing the mortgagors name change from [redacted] to [redacted] ***, as documentation received as part of the loss mitigation application showed a name different from that noted in Shellpoints servicing systemOur records indicate that our representatives spoke with Ms [redacted] on October 12, 2017, where during the call Ms [redacted] was advised of the required documentationAdditionally, the designated single point of contact, ***Dennis C [redacted] , attempted to reach Ms [redacted] on November 22, 2017; however, his attempt was unsuccessfulAs of the date of this response, the required documentation remains outstanding.The requested information may be submitted by mail to the address listed below or by facsimile at (866) [redacted] or via email to lossmitigation (shellpointmtg.comUpon receipt, Shellpoint Will proceed with the next phase of the review process or notify Ms [redacted] if additional documentation is needed to accurately calculate her household income.Shellpoint Mortgage Servicing POBOX *** Greenville, SC 29603Should you or the mortgagor have questions regarding the loss mitigation process and/or to inquire about the documentation requested, please contact the designated single point of contact, Denis C [redacted] , at (866) [redacted] , extension [redacted] for further assistanceYou may also contact Shellpoints Loss Mitigation Department via telephone at (866) [redacted] .Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at escalations ashellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: LettersCC [redacted] R [redacted] Road [redacted] , OH 43612-
Dear Ms [redacted] : This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, Per the complaint, the borrower(s) Mr [redacted] does not have an escrow account, as he pays his own taxes and insuranceHowever, after checking his loan detail, his account shows an escrow payment of $2,Mr [redacted] would like access online to review his mortgage accountLast, Mr [redacted] reviewed his for and in comparison to his last statement received, the amounts do not matchDue to an inadvertent error, when Mr [redacted] ’s loan was loaded into Shellpoint’s system, it reflected an escrow accountAs such, on November 10, Shellpoint disbursed the taxes due to San Diego County in the amount of $7,On December 30, Shellpoint requested the county refund the taxes paid, because Mr [redacted] had paid themIn turn, $7,was refunded to Mr [redacted] ’s accountOn January 11, the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removedMr [redacted] ’s principle and interest payment is $5,Shellpoint began servicing Mr [redacted] ’s loan September 1, From that date forward, the interest paid to Shellpoint was a total of $9,Prior to that, the loan was serviced by [redacted] Loans Incand he should receive a separate Mortgage Interest Statement (1098) for any interest paid to [redacted] in Enclosed is a copy of the Mortgage Interest statement (1098) from ShellpointAs of the date of this letter, Shellpoint’s records do not show that Mr [redacted] is locked out of his online accountWe would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.comInternet Explorer is preferable as your main Internet BrowserCheck the Cache and Cookies under your browser’s Internet Settings and clear out those featuresMr [redacted] [redacted] ’s username is (***[redacted] ) and his email address is ***[redacted] @gmail.comIf Mr [redacted] has forgotten his password, he will need to click “Forgot Password” to reset itShould the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phoneEnclosed is a copy of the Loan Transaction HistoryPlease accept our sincere apologies for any inconvenience experienced regarding these issuesIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] , [redacted] *** Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 23, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about April 8, Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr [redacted] on March 22, by fax and on March 23, by emailWe responded to the complaint on March 31, Enclosed is a copy of our responseWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing Enclosure
March 16, [redacted] [redacted] Ave [redacted] , AZ RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: [redacted] Ave [redacted] , AZ Dear [redacted] : This letter is in response to the Revdex.com of the Upstate complaint received on March 8, 2018, regarding the subject property [redacted] Mortgage, LLC is currently the owner of the account number ending in ***New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about December 26, Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you state you tried for over a year to have the Private Mortgage Insurance (“PMI”) removed from your loan, and after the appraisal was received by New Penn, we did not process the removal in a timely manner, causing you to have to pay an additional month of premiumAdditionally, you requested removal of the escrow account, which you believe should have been done automaticallyThe escrow removal was denied due to the loan to value (“LTV”) on the loanLastly, you state you obtained a new insurance policy with a reduced premium amount, but New Penn has not made the correction to your monthly paymentWe apologize for any delay you encountered while trying to have the PMI removed from your loanAccording to New Penn’s records, we received signed PMI removal documentation from you on January 9, and an appraisal was ordered the same dayThe appraisal was received on January 18, 2018, and the PMI was cancelled effective January 17, You were sent a letter on January 23, advising you the PMI had been cancelledYou were not charged any PMI premiums after the month of January 2018, and no PMI premium is due to youAdditionally, a revised escrow analysis was performed on January 25, advising you effective March 1, the monthly payment amount would decrease from $1,to $1,A copy is enclosed for your recordsAs you were advised in the enclosed response dated March 7, 2018, due to investor requirements, New Penn is unable to remove the escrow account from the loan at this timePlease be advised, the investor requires an LTV ratio below 80% of the original appraised value in order to remove the escrow account, and the LTV is 88.95% at this timeOn March 13, 2018, a revised escrow analysis was performed due to decrease in hazard insurance premiumThe analysis decreases the monthly payment amount from $1,to $1,A copy is enclosed for your recordsAccording to our records, there have been two payment decreases; one due to the PMI removal and the other due to a decrease in insurance premiumFrom February 1, to April 1, 2018, the total decrease amount to the monthly payment is $New Penn has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationIn addition to the aforementioned documents, a copy of the Loan History Summary is enclosed [redacted] for your recordsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F
* Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collectorIf you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcyAttention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies
Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlso since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment Regards, [redacted]
I already made my October mortgage payment by checkAccording to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, However, an UNAUTHORIZED deduction was attempted on October 15th, resulting in a fee of $In addition, I am fearful that my property tax due in December, will not be made on timeThis past year TWO TAX payments were months lateRefund the $charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwardsSTART my automatic deductions on November 15th, as is stated on my account on-linePAY MY PROPERTY TAXES ON TIME next month
May 31, [redacted] [redacted] [redacted] St [redacted] , IL RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx*** Property: [redacted] St ***, IL Dear [redacted] and [redacted] : This letter is in response to the Revdex.com complaint received on May 31, 2018, regarding the subject property [redacted] Trust c/o [redacted] Savings Funds Society, FSB, d/b/a [redacted] Trust is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 1, Shellpoint’s records indicate the loan was discharged through a Chapter BankruptcyTherefore, Shellpoint is not attempting to collect the debt, as your personal liability was dischargedHowever, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated propertyPlease know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concernsPer the complaint, you stated you never received statements for your Home Equity Line of Credit (“HELOC”) loan, and when you did receive one, it showed your loan being two payments behindYou stated you were never informed that you were delinquent on your HELOC when you called to make the monthly paymentAdditionally, derogatory payment information should have not been reported to the Consumer Reporting Agencies (“CRA’s”), since Shellpoint’s agents failed to notify you that you were behindFurthermore, you stated that when you called Shellpoint regarding the delinquency, the Customer Service Agent could not tell you why you were behindYou want the negative reporting removed from your credit reportRegarding the receipt of the monthly statements, please be advised, Shellpoint was previously prohibited from sending monthly statements due to your discharged bankruptcyHowever, mortgage servicing guidelines have recently changedEffective in April 2018, we are required to send monthly billing statements to all customers regardless of bankruptcy filingThere should be no issues with receiving statements in the futureAccording to Shellpoint’s records, the contractual due date for payments is the 28th of every monthThe enclosed payment history indicates your payments were consistently received after this dateAdditionally, there were no funds received during the month of December The November 28, and December 28, payments were not received until January 3, The January 28, monthly payment was not received until February 28, 2018, and the February 28, payment was not received until March 31, No funds were received during the month of April The payment due March 28, was not received until May 3, Therefore, when you called on May 30, 2018, the loan was contractually due for both the April 28, and May 28, paymentsWe regret the Customer Service Agent was unable to provide this information to youWe have shared this with the appropriate people within our organization to prevent another occurrence [redacted] Please be advised, no late fees have been assessed to the loan since we began servicing itAdditionally, we are not reporting this loan to the CRA’s at all, due to your discharged bankruptcyWe have obtained records from the CRA’s and confirmed that this Shellpoint account is not being reportedEnclosed is evidence provided by Equifax, Experian and TransUnionShellpoint has determined there have been no errors in the servicing of the loanYou have the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary and credit reporting documents for your recordsShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F
* Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collectorIf you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loanThis notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section of the United States Bankruptcy CodeHowever, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcyThe primary regulatory authority having jurisdiction over the residential lending activities of Shellpoint is the Federal Trade CommissionTheir information is below: Federal Trade Commission Pennsylvania Ave., NW Washington, DC Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies