RE: Complaint ID: [redacted] , [redacted] *** Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, Property Address: [redacted] Road, [redacted] , NY Reference Number: [redacted] Dear *** [redacted] : This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 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] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be locatedShe asserts she has never had trouble with it previouslyShe has called Shellpoint to request the $fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint errorUpon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms [redacted] on February 9, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls at the hours listed aboveShe may also request a specific date in time she would prefer we call herAccording to Shellpoint records, payment for the September installment was received on September 2, in the amount of $2,However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $was assessed to the loanIt is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s errorIn this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrowerShellpoint cannot change the information the borrower entered onlineThis was not a Shellpoint error; however, as a one-time courtesy, the $will be waived from the borrower’s accountPlease be advised, no fees will be waived in the futureMs [redacted] has the right to request documentation showing there has been no error on the loanEnclosed is a copy of the Loan History SummaryWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at 800- [redacted] Sincerely, LF* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: (866) [redacted] Enclosure
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I disagree with their notion that this complaint was the first time they heard about itI have contacted Shellpoint by email, regular snail mail and phone on more than one occasion to resolve this matterThis Revdex.com complaint was the only way I could get a response from themI appreciate that they will reimburse tax penalty to [redacted] , and I find that this resolution is satisfactory to me Regards, [redacted] ***
1-31-18Revdex.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 Corrective measures have been taken - however the last TransUnion report is still showing a reduction in my credit score Still unacceptable.Please note, Shellpoint has not addressed the interest vs principal issue I received a reflecting the same interest amount which appears on the website Disgruntled, [redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA Dear [redacted] : This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property [redacted] Acquisition Corp 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 01, On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“ [redacted] ”)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 rebuttal, Ms [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted] Additionally, she wants an apology letter for our lack of folland follow-through, and wants assurance that any issues resulting from this error will be taken care of by ShellpointShellpoint acknowledges that the error should have been identified upon Ms [redacted] ’s first contact with ShellpointThis is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the futureDue to the circumstances being out of Ms [redacted] ’s control, there will not be any negative consequences towards the loan as a result of the issueThis is why Shellpoint honors a day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agenciesWe sincerely apologize for any inconvenience Ms [redacted] suffered as a result of the error regarding the funds transfer to the new servicerShellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization, to prevent a similar occurrenceShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F* Compliance Department
April 12, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R*** North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: *** Complainant: *** ** *** Reference #: *** Account #: xxxx*** Property: ***
*** Road ***, WI 54636 Dear Cindy R*** This letter is in response to the Revdex.com complaint received on April 4, 2018, regarding the subject propertyTHE BANK OF *** *** *** *** *** *** ** *** *** AS TRUSTEE FOR THE *** ** ***, INC., *** *** TRUST 2007-*** *** ***
*** *** *** 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. Ms*** stated in the complaint, Shellpoint modified our mortgage in January 2016, giving us a lower interest rate and monthly paymentShellpoint sold our mortgage to a different servicer in While reviewing our documents with the new servicer, I discovered that our 30-year fixed rate mortgage had been changed to a jumbo balloon mortgage with a $116,000.00 balloon payment due at maturityNothing in the documents stated that the terms of the loan were going to change, or mention that the amortization of the payment would cause a balloon paymentShellpoint has admitted that there is not a rider in our modification, which would have changed it to a balloon and that it did not provide us with an amortization schedule showing the balloon paymentHowever, they are also not admitting fault and will not work with the new servicer to get our modification agreement corrected. As conveyed in Ms***’ complaint, Shellpoint is no longer the servicer for the debt associated with the subject propertyOn or about June 16, 2017, the servicing of the loan transferred to *** ** ***, N.A. During our servicing, Shellpoint approved Ms*** for a modification under the federal Home Affordable Modification Program (HAMP)In accordance with the HAMP Tier modification guidelines, the amortization of the monthly payments was based on a term of monthsHowever, Shellpoint was unable to match the term of the loan with the amortization of the monthly payments, which was monthsSince the amortization of the monthly payments was based on a duration that extended beyond the loan’s maturity date, Shellpoint projected a balloon payment of $166,to be due once the loan maturedIn the Home Affordable Modification Agreement issued to Ms*** it indicated that the loan is payable in full at maturity, and that Ms*** must repay the entire principal balance of the loan and unpaid interest (Section 3.F)It is Shellpoint’s position that the disclosures provided in the Home Affordable Modification Agreement followed industry standards at that time. As conveyed previously, Shellpoint is no longer the servicer for the debtAs such, we respectfully request that Ms*** contact her current servicer for any requests regarding the documentation associated with her loan. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at ***shellpointmtg.com. Sincerely, Wendell H***, Jr. Compliance Department cc: *** *** *** *** Road ***, WI 54636 Please 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 Code. However, 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 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
RE: Complaint ID: *** Complainant: *** *** Reference #:
*** Account #: xxxx*** Property: *** *** Drive *** ***, FL 34772 Dear MsR***: This letter is in response to the Revdex.com complaint received on March 27, 2018, regarding the subject property*** ***, L.Pis 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 August 15, 2014. Mr*** stated in the complaint, I had a loan modification with another companyWhen Shellpoint took over my loan it told me it was over and raised my monthly payment by $in December 2017, and no one there could find any of the right paperworkI had to pay so I didn’t get a late payment until Shellpoint figured out what was going onNow I get a letter in the mail telling me that my payment is going up another $in April so not it’s gone up $in less than monthsI can’t get anyone to call me back and I can’t refinance due to the late payment in December All because someone lied to me on the phoneI’m requesting a correction to my credit report. Shellpoint apologies for the delay in responding to Mr***’ complaint, but know that we have taken this matter very seriouslyShellpoint has performed a review into the loan’s history of events including the loan modification offer extended to Mr*** by the previous mortgage servicerDuring our review Shellpoint discovered an error in the servicing of Mr***’ loan, which we have detailed below. The previous mortgage servicer extended Mr*** the enclosed loan modification that that required interest-only payments from February 1, through January 1, At the end of the interest-only period, the required monthly payment was to be converted to a fully amortized payment based upon the remaining duration of the loan’s term at that timeRegrettably, the interest-only payment that was implemented was not converted timely to a fully amortized payment as required by the loan modification agreement. The payment adjustment of $made effective with the December 1, installment was made effective in order to implement a payment that complied with the prior servicer’s loan modification offerHowever, Shellpoint has confirmed that the principal and interest payment of $implemented in December was not the appropriate fully amortized loan payment as of the date it was made effectiveIn other words, the payment of $would have been the fully amortized loan payment as of the February 1, installment, and as such would not have been sufficient to pay the loan’s principal balance in its entirety over the remaining loan duration beginning in December 1, 2017. With regard to the payment change made effective with the April 1, installment in the amount of $1,008.42, Shellpoint has confirmed that payment adjustment was also scheduled in errorTo resolve this matter, Shellpoint is in process of preparing a new loan modification offer to put the loan back in sync with the loan’s status as it would have been if the monthly payment had been converted to a fully amortized loan payment as of February 1, 2016. Shellpoint is finalizing its calculations to (1) determine the required monthly payment that was to be effective with the February 1, installment, (2) confirm the amount of funds Mr*** has remitted since February 1, and determine how many fully amortized payments would have been satisfied using those funds, and (3) defer any fully-amortized payments that will remain due including the April 1, installmentThese actions would result in the next fully amortized loan payment being due May 1, 2018. Please note that the loan modification offer extended by the previous mortgage servicer indicated that during the interest-only period the monthly interest rate was reduced to 5.000%, and that following the completion of that period the interest rate would adjust to the pre-modification interest rateAccording to the enclosed loan modification offer that pre-dated the offer in effect at the time of the service transfer, that interest rate was 6.000% and will be the rate utilized to calculate the fully amortized loan payment to be effective with the February 1, installmentIn addition to the fully amortized payment a monthly escrow deposit will be required. We trust this information addresses Mr***’ concernsShellpoint is finalizing its calculations to be accounted for in the new loan modification offerWe anticipate this phase to be completed within the next to business days, where once completed the modification agreement will be issued to Mr***If Mr*** has further questions on this matter, we respectfully request that the contacts Shellpoint’s Loss Mitigation Department via telephone at (866) *** for further assistance. Lastly, with regards to Ms***’ credit reporting concerns Shellpoint will submit a request to the credit reporting agencies requesting the loan reflect no reporting for the month of December These updates typically reflect in the consumer’s credit reports within four (4) to six (6) weeksFor Mr***’ records, we have enclosed a Loan History Summary, which provides an accounting of the funds received and applied to the loan. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at ***shellpointmtg.com. Sincerely, Wendell H***, Jr. Compliance Department Enclosures: Loan Modification Agreements and Loan History Summary cc: *** *** *** *** Drive *** ***, FL 34772 Please 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 Code. However, 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 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
February 15, 2018 *** *** *** *** *** *** Dr * ***, CA 91010 RE: Escalation Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** DR * ***, CA 91010 Dear *** *** and ***
***: This letter is in response to the Revdex.com of the Upstate complaint received on February 13, 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 November 10, 2017. 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 enrolled in New Penn’s recurring ACH program, with the first draft scheduled to begin on February 1, However, New Penn drafted your bank account twice for that payment amount of $2,227.98, on February 1, You stated you called New Penn the following day and was advised it would take two to five (2-5) days to refund, but you were recently told it would be February 13, before the funds could be returned to the accountYou stated that New Penn has kept your money for thirteen (13) days even though we were not authorized to withdraw it from your bank accountYou want to the funds returned to your bank account as soon as possible. Please be advised, New Penn did not draft the same payment twiceOur records indicate you scheduled two different ACH drafts online, for the same dateOn January 13, you went online and set up a one-time payment in the amount of $2,227.98, to be drafted on February 1, This type of transaction is coded as a “lock box” payment in your loan transaction history (enclosed)Additionally, the same day you enrolled in the recurring ACH program, to draft your account on the 1st of each month, beginning February 1, This shows as an ACH payment in your loan transaction historyNew Penn sent you two letters confirming each of these transactions (enclosed)Please be advised, these were not set up by New Penn, as these transactions were set up online. Once funds have been withdrawn from an account, it may take several days for a refund to processWe must ensure the funds clear before refunding themAccording to New Penn’s records, funds in the amount of $2,were refunded to your bank account on February 13, 2018. We regret the inconvenience caused by this issueYou have the right to request documentation supporting our determination that no error occurred in the servicing of the loanEnclosed are copies of the confirmation letters and Loan Transaction History for your records. Should you have further questions, you may contact me directly at 864-***. *** Sincerely, Lisa F* Compliance Department Enclosures Please 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. As required by law, you are hereby notified that a negative credit bureau report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill your credit obligationThe state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before a.mor after p.mThey may not harass you by using threats of violence or arrest or by using obscene languageCollectors may not use or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at workFor the most part, collectors may not tell another person, other than your attorney or spouse, about your debtCollectors may contact another person to confirm your location or enforce a judgmentFor more information about debt collection activities, you may contact the Federal Trade Commission at 1-877-FTC-HELP or www.ftc.gov. 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. Loanhist.rpt Shellpoint Mortgage Servicing02/15/10:00:19AM Loan History Summary Page #1Loan ID Borrower Name*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I received the response from Shellpoint Mortgage Servicing on February 7, however, there are a few inaccuracies, that I do not agree with that was written in Shellpoints’ responseMy issues are listed below, along with evidence, to back up my claimShellpoint Mortgage and the bank of *** *** *** brought suit to foreclose upon the Deed of Trust against me on October 19, In May 2016, the judgement was evacuated ny oral rulingMy lawyer and I began submitting documentation to acquire a mortgage modification and was finally approved for a modification on October 13, My first mortgage payment was due on December 1, I was instructed by my lawyer to send “certified cashiers check” for proof that Payment was sent for the first (3) months trial payment periods for months December, January and FebruaryI have attached a copy of my cashiers check for evidenceShellpoint Mortgage, in the response stated that the judgement was evacuated in May but wasn’t approved for a Mortgage Modification until October but Shellpoint has been reporting the mortgage as paid since October with the notes “ mortgage modified.” According to my credit monitoring service and credit report, That statement is inaccurateI have attached (3) pieces of evidence where my mortgage with Shellpoint is still being reported as Delinquent to Transunion on 11/22/2016; Major Derogatory on 2/17/and Deliquent Experian again on 3/18/Again, I ask that Shellpoint please delete these negative remarksThe updated 1098, mortgage interest statement that you sent to me stated $ 15,however, according to my *** Account and Certified Cashiers Check, I paid a total of $18,My February payment was sent by certified cashiers check in the amount of $plus an additional 16,= $18, I have attached copies of my bank payments and certified cashiers check for my mortgage payments, for your review.Also, for my June mortgage statement, I was told that I had to pay legal fees to Shellpoint, in which I sent in an additional amount of $on May 26, My legal fees were sent separately from my accountIt is included with my evidence.In conclusion, you responded to my request for explanation for increasing my mortgage balance by $ for period 12/31/2017- 1/26/In Shellpoint response, you stated”that occasionally the mortgage balance may increase or decline from month to month.There are no hidden fees or costs, associated the loan.”To date, I have never experienced a mortgage balance increasing until Shellpoint, especially without formal written notificationAccording to my Transunion Report, which alerted through my *** *** account, Shellpoint increased my mortgage balNce from $220,to $ 222,The account increased by $ for reporting period December 31, 2017-January 26, I am fully aware that there are sometimes escrow shortages and overages however, I’ve never seen my motrtgage balance increase instead of decreaseThis experience is completely new to meI never knew that, especially without written notice from the mortgage companyI have attached another copy for your review.Going forward I would like transparency from Shellpoint Mortgage Servicing, especially when there is an significant increase in my mortgage balance by written notification for my personal records.Also, please review the negative remarks that was placed on my account to the Credit Reporting Agencies after the October Mortgage Modification Approval Date.Please review all payments made to Shellpoint Mortagge Servicing For 2017, so that I can get my correct mortgage interest amount
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
First off, I have not gotten calls since last January. Wouldn't I have complained about that too? I
stopped getting bills at exactly the same time as I got that satisfaction of mortgage paper - we were thrilled; which has now turned to disappointment. Not once was the payment info addressed. I repeat, not once was the payment info addressed. As stated, we would rather get back on track, but we would like to have the payments lowered due to a severe lack of funds. What can be done? I will also repeat that I would rather avoid bankruptcy, and that we want to work with you. It is just sad that my emails were not being responded to, and that calls have kept coming in at a machine gun pace, hence turning to the Revdex.com.
Regards,
*** ***
RE: Complaint ID: *** *** Property Address: *** *** *** Place, ***, OR Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted February 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about September 11, 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, Mr*** rebuts our response to his previous complaint, stating he was never advised the tax paperwork could be emailed or faxed to our officeAs stated in our previous response, please advise Mr*** to send in an estimated tax bill from the county to our Tax DepartmentThe email address is ***.com; the fax number is *** Once the tax records are updated, a new escrow analysis will be performed on the loan and sent to Mr***Mr*** has the right to request documentation supporting our position that no error has occurredEnclosed is a copy of the Loan Transaction Summary for his recordsWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at *** Sincerely, LF* Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Please find the letter I received today in regards to the *** InsuranceThis indicates that the
*** Master Policy does not comply, however, does not offer any specifics as to the non-compliance.As a licensed *** Insurance Agent in the State of CA, I am aware that the California Department of Insurance mandates that mortgage balance cannot be sole basis of requiring an insurance coverage amount. Please advise if complainant needs to reach out to CA DOI as well to resolve unfair business practices.Also, I am enclosing all the proof of property insurances I have sent to Shellpoint at various times and never was anyone ready to reach out to me to discuss what was not in compliance.Furthermore, my payments were never late as I submitted the same amount at the same time however Shellpoint determined that it was not enough to meet their minimum due to the forced place insurance.I cannot accept any resolution as I had called the letter writer upon initial notification to understand that there were days unaccounted for on the Master PolicyHowever, she confirmed that the Insurance Department was in receipt for the additional and earlier policy term so there should be no issue on the length.However, now the present issue is the supposed "non-compliance" of this Master Policy. According to the CA DOI, there are many instances of deception and lack of consumer awareness or acceptance when mortgage companies make these decisions on forced place insurance and then make this process to eliminate the forced place insurance very unachieveable, untenable, inconsistent and apply draconian policies for the sake of consumer exasperation to simply accept as-is.I was advised to pay a higher amount which I am paying UNDER PROTEST because I do not wish to incur any late fees or have any issues reported to any Bureau apart from Consumer Protection Agencies and Governing Body of Insurances in the State of CA.Lastly, I was advised that the late fee assesses was fully earned by Shellpoint with enthusiasm and that I can arrange payments towards this one late feeHowever, I officially request consideration for this waiver.Please find all enclosed notifications for verification and timeline of notices on my end.Do advise,*** *** *** Ave *** ***, CA
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I am not a lawyer to discuss all these documentsI would like them to check back on my conversations with their
customer service representatives and would like to listen to those conevrsations againOn how they explained to me in understandable terms the terms of my forbearance
Regards,
*** ***
January 22, 2018 *** * *** *** *** St Memphis, TN 38107 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** St Memphis, TN 38107 Dear *** * ***: This letter is in response to the Revdex.com of the Upstate rebuttal received on January 19, 2018, regarding the subject propertyThe Bank of *** *** *** FKA The Bank of *** ***, As Trustee for the Certificateholders of ***, Inc., *** *** Certificate Series *** 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 December 15, 2014. 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 concerns. Per the rebuttal to Shellpoint’s response dated January 9, 2018, you state you have been calling to speak with someone regarding the fraud investigation, but keep getting the run-around from Shellpoint’s Customer Service AgentsYou state when you call, you are advised we are investigating, and when you call to explain what you are doing to help us aid in our investigation, you are put on hold for hours, then disconnectedYou state you have been advised that time has run out for your response, but you responded right away by telephoneYou state you want to fax information to us to help in our investigation, but you have had no transportation due to the snowfall in Memphis, TN. Upon investigation of the rebuttal, Shellpoint’s Compliance Department attempted to contact you at *** to discuss the rebuttal and our response; however, you were unable to verify the correct mailing address on the loan; therefore, we did not disclose the reason for the callWe are here during the hours listed aboveYou may also request a specific date and time we contact you. Due to the sensitive nature of the allegations you have made, please call the Customer Service Department at 800-*** to ensure the correct phone numbers are on file for your loanAdditionally, if you would like to further protect your account, you may add a password that must be provided before information about the account can be disclosed. Please be advised, we are unable to resolve your complaint at this time and await the requested fraud claim documentation. The investigation will be open until you provide the documentation requested in our response dated January 9, 2018 (enclosed)There is no deadline to return these documents, and we will accept them at any timeYou may send all documentation to: Shellpoint Mortgage Servicing Disputes Department PO Box *** Greenville, SC 29603 OR *** Fax: 866-*** According to Shellpoint’s records, since our response was submitted to the Revdex.com, you called on January 12, 2018, to check the status of the investigation to get the loan out of your nameYou were advised that the process was still pendingYou called on January 16, 2018, and advised you want the loan out of your name, as it was obtained fraudulently. You were advised by the Customer Service Agent to send the information to the address above, and that you may want to inform the lender who completed the closing on the loanOur records show no other calls from you, nor are there calls indicating you were put on hold. As we previously advised, if the loan was fraudulently obtained, the only way to conduct an investigation is to submit the requested paperwork in the January 9, responseUntil the documentation is received, we are unable to investigate your claimPlease note, there is no guarantee the investigation will result with your name being removed from the loan. Shellpoint 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 for your records. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosures Please 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, James Robertson Parkway, Nashville, Tennessee 37243 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
Per Shellpoint's records, servicing of this loan was transferred to *** *** *** on September 15, We respectfully request they contact them regarding the matter with their monthly statements
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Dr ***, TX 77059 Dear *** and *** ***: This letter is in response to the Revdex.com of the Upstate complaint received on August 30, 2017,
regarding the subject propertyThe Bank of *** *** *** *** The *** ** *** ***, as Trustee for Certificateholders of ***, Inc., Asset-Backed Certificates, Series 2007-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 December 01, 2016. Shellpoint is aware that this loan was included in a Chapter BankruptcyOur records indicate that your personal liability, as well as the mortgage lien were retained upon discharge and Shellpoint is servicing the loan accordingly. 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 concerns. Per the complaint, you allege that Shellpoint will not correct your account, even after you have submitted proof of payments. Furthermore, you stated you have requested a Supervisor call back; however, no one has returned your callYou want the account corrected to reflect payments that were made. Upon review of your correspondence, Shellpoint determined we had already received similar complaints directly from you, to which we responded on February 3, and March 8, We have enclosed copies of our responses, as we feel they address the same concerns expressed in the above-referenced case. According to our records, our most recent phone call from you was on July 12, and there is no indication that you requested a Supervisor call you backHowever, we apologize if there was an oversight. You have the right to request documentation supporting our determination that no errors have occurred in the servicing of the loanEnclosed is a copy of the Loan History Summary and our prior responses. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosures
July 7,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** **
***
Address: ** *** *** Road, ***, MA
Dear Ms***:
This letter is in response to the above referenced complaint submitted July 2,
Shellpoint is unable to locate an account for the above referenced complainantAs such, we are unable to provide information regarding billing or collection issues
In order to investigate further, please provide an accurate account or reference number.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Complainant is not authorized on the loan; therefore, we are unable to release any informationHowever, Shellpoint maintains that the Short Sale process was handled properly
RE: Complaint ID: ***, *** *** Property Address: *** *** Way, ***, SC 29449 Reference Number: ***
Dear *** ***: 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 March 10, 2016. 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 concerns. Per the complaint, Ms*** states we overpaid her property taxes in December While the refund has been sent to the vendor that handles our property tax payments, the funds have not been returned to her escrow accountMs*** wants the funds returned to her account and a new escrow analysis performed. According to our research, Ms*** failed to apply for the Homestead Exemption prior to the tax notices being sent and Shellpoint paid what was billedThis is not uncommon for homeowners and there is a process for getting the refundsPlease be advised, tax refunds are typically received in late February through the first two (2) weeks of March each yearThe refunds are sent in one (1) mass refund check back to the vendor for all of the lenders they serviceThis can cause some delay; however, once the funds are returned to us, we have fifteen (15) days to return the funds back to the accountWe have already put in a request for a new escrow analysis to be performed on the loan once the funds are returned to Ms***’s account. You have the right to request documentation supporting our determination that no error has occurredWe have enclosed the loan transaction history, which shows an accounting of the escrow account and the amounts that Shellpoint has been billed for the escrow items. *** If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF* Shellpoint Mortgage Servicing regulatory@*** Regulatory Fax: (***
RE: Complaint ID: [redacted] , [redacted] *** Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, Property Address: [redacted] Road, [redacted] , NY Reference Number: [redacted] Dear *** [redacted] : This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 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] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be locatedShe asserts she has never had trouble with it previouslyShe has called Shellpoint to request the $fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint errorUpon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms [redacted] on February 9, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls at the hours listed aboveShe may also request a specific date in time she would prefer we call herAccording to Shellpoint records, payment for the September installment was received on September 2, in the amount of $2,However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $was assessed to the loanIt is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s errorIn this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrowerShellpoint cannot change the information the borrower entered onlineThis was not a Shellpoint error; however, as a one-time courtesy, the $will be waived from the borrower’s accountPlease be advised, no fees will be waived in the futureMs [redacted] has the right to request documentation showing there has been no error on the loanEnclosed is a copy of the Loan History SummaryWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at 800- [redacted] Sincerely, LF
* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: (866) [redacted] Enclosure
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I disagree with their notion that this complaint was the first time they heard about itI have contacted Shellpoint by email, regular snail mail and phone on more than one occasion to resolve this matterThis Revdex.com complaint was the only way I could get a response from themI appreciate that they will reimburse tax penalty to [redacted] , and I find that this resolution is satisfactory to me Regards, [redacted] ***
1-31-18Revdex.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 Corrective measures have been taken - however the last TransUnion report is still showing a reduction in my credit score Still unacceptable.Please note, Shellpoint has not addressed the interest vs principal issue I received a reflecting the same interest amount which appears on the website Disgruntled, [redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA Dear [redacted] : This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property [redacted] Acquisition Corp 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 01, On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“ [redacted] ”)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 rebuttal, Ms [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted] Additionally, she wants an apology letter for our lack of folland follow-through, and wants assurance that any issues resulting from this error will be taken care of by ShellpointShellpoint acknowledges that the error should have been identified upon Ms [redacted] ’s first contact with ShellpointThis is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the futureDue to the circumstances being out of Ms [redacted] ’s control, there will not be any negative consequences towards the loan as a result of the issueThis is why Shellpoint honors a day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agenciesWe sincerely apologize for any inconvenience Ms [redacted] suffered as a result of the error regarding the funds transfer to the new servicerShellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization, to prevent a similar occurrenceShould you have further questions, you may contact me directly at 864- [redacted] Sincerely, Lisa F
* Compliance Department
April 12, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R*** North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: *** Complainant: *** ** *** Reference #: *** Account #: xxxx*** Property: ***
*** Road ***, WI 54636 Dear Cindy R*** This letter is in response to the Revdex.com complaint received on April 4, 2018, regarding the subject propertyTHE BANK OF *** *** *** *** *** *** ** *** *** AS TRUSTEE FOR THE *** ** ***, INC., *** *** TRUST 2007-*** *** ***
*** *** *** 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. Ms*** stated in the complaint, Shellpoint modified our mortgage in January 2016, giving us a lower interest rate and monthly paymentShellpoint sold our mortgage to a different servicer in While reviewing our documents with the new servicer, I discovered that our 30-year fixed rate mortgage had been changed to a jumbo balloon mortgage with a $116,000.00 balloon payment due at maturityNothing in the documents stated that the terms of the loan were going to change, or mention that the amortization of the payment would cause a balloon paymentShellpoint has admitted that there is not a rider in our modification, which would have changed it to a balloon and that it did not provide us with an amortization schedule showing the balloon paymentHowever, they are also not admitting fault and will not work with the new servicer to get our modification agreement corrected. As conveyed in Ms***’ complaint, Shellpoint is no longer the servicer for the debt associated with the subject propertyOn or about June 16, 2017, the servicing of the loan transferred to *** ** ***, N.A. During our servicing, Shellpoint approved Ms*** for a modification under the federal Home Affordable Modification Program (HAMP)In accordance with the HAMP Tier modification guidelines, the amortization of the monthly payments was based on a term of monthsHowever, Shellpoint was unable to match the term of the loan with the amortization of the monthly payments, which was monthsSince the amortization of the monthly payments was based on a duration that extended beyond the loan’s maturity date, Shellpoint projected a balloon payment of $166,to be due once the loan maturedIn the Home Affordable Modification Agreement issued to Ms*** it indicated that the loan is payable in full at maturity, and that Ms*** must repay the entire principal balance of the loan and unpaid interest (Section 3.F)It is Shellpoint’s position that the disclosures provided in the Home Affordable Modification Agreement followed industry standards at that time. As conveyed previously, Shellpoint is no longer the servicer for the debtAs such, we respectfully request that Ms*** contact her current servicer for any requests regarding the documentation associated with her loan. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at ***shellpointmtg.com. Sincerely, Wendell H***, Jr. Compliance Department cc: *** *** *** *** Road ***, WI 54636 Please 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 Code. However, 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 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
RE: Complaint ID: *** Complainant: *** *** Reference #:
*** Account #: xxxx*** Property: *** *** Drive *** ***, FL 34772 Dear MsR***: This letter is in response to the Revdex.com complaint received on March 27, 2018, regarding the subject property*** ***, L.Pis 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 August 15, 2014. Mr*** stated in the complaint, I had a loan modification with another companyWhen Shellpoint took over my loan it told me it was over and raised my monthly payment by $in December 2017, and no one there could find any of the right paperworkI had to pay so I didn’t get a late payment until Shellpoint figured out what was going onNow I get a letter in the mail telling me that my payment is going up another $in April so not it’s gone up $in less than monthsI can’t get anyone to call me back and I can’t refinance due to the late payment in December All because someone lied to me on the phoneI’m requesting a correction to my credit report. Shellpoint apologies for the delay in responding to Mr***’ complaint, but know that we have taken this matter very seriouslyShellpoint has performed a review into the loan’s history of events including the loan modification offer extended to Mr*** by the previous mortgage servicerDuring our review Shellpoint discovered an error in the servicing of Mr***’ loan, which we have detailed below. The previous mortgage servicer extended Mr*** the enclosed loan modification that that required interest-only payments from February 1, through January 1, At the end of the interest-only period, the required monthly payment was to be converted to a fully amortized payment based upon the remaining duration of the loan’s term at that timeRegrettably, the interest-only payment that was implemented was not converted timely to a fully amortized payment as required by the loan modification agreement. The payment adjustment of $made effective with the December 1, installment was made effective in order to implement a payment that complied with the prior servicer’s loan modification offerHowever, Shellpoint has confirmed that the principal and interest payment of $implemented in December was not the appropriate fully amortized loan payment as of the date it was made effectiveIn other words, the payment of $would have been the fully amortized loan payment as of the February 1, installment, and as such would not have been sufficient to pay the loan’s principal balance in its entirety over the remaining loan duration beginning in December 1, 2017. With regard to the payment change made effective with the April 1, installment in the amount of $1,008.42, Shellpoint has confirmed that payment adjustment was also scheduled in errorTo resolve this matter, Shellpoint is in process of preparing a new loan modification offer to put the loan back in sync with the loan’s status as it would have been if the monthly payment had been converted to a fully amortized loan payment as of February 1, 2016. Shellpoint is finalizing its calculations to (1) determine the required monthly payment that was to be effective with the February 1, installment, (2) confirm the amount of funds Mr*** has remitted since February 1, and determine how many fully amortized payments would have been satisfied using those funds, and (3) defer any fully-amortized payments that will remain due including the April 1, installmentThese actions would result in the next fully amortized loan payment being due May 1, 2018. Please note that the loan modification offer extended by the previous mortgage servicer indicated that during the interest-only period the monthly interest rate was reduced to 5.000%, and that following the completion of that period the interest rate would adjust to the pre-modification interest rateAccording to the enclosed loan modification offer that pre-dated the offer in effect at the time of the service transfer, that interest rate was 6.000% and will be the rate utilized to calculate the fully amortized loan payment to be effective with the February 1, installmentIn addition to the fully amortized payment a monthly escrow deposit will be required. We trust this information addresses Mr***’ concernsShellpoint is finalizing its calculations to be accounted for in the new loan modification offerWe anticipate this phase to be completed within the next to business days, where once completed the modification agreement will be issued to Mr***If Mr*** has further questions on this matter, we respectfully request that the contacts Shellpoint’s Loss Mitigation Department via telephone at (866) *** for further assistance. Lastly, with regards to Ms***’ credit reporting concerns Shellpoint will submit a request to the credit reporting agencies requesting the loan reflect no reporting for the month of December These updates typically reflect in the consumer’s credit reports within four (4) to six (6) weeksFor Mr***’ records, we have enclosed a Loan History Summary, which provides an accounting of the funds received and applied to the loan. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at ***shellpointmtg.com. Sincerely, Wendell H***, Jr. Compliance Department Enclosures: Loan Modification Agreements and Loan History Summary cc: *** *** *** *** Drive *** ***, FL 34772 Please 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 Code. However, 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 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
February 15, 2018 *** *** *** *** *** *** Dr * ***, CA 91010 RE: Escalation Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** DR * ***, CA 91010 Dear *** *** and ***
* Compliance Department Enclosures Please 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. As required by law, you are hereby notified that a negative credit bureau report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill your credit obligationThe state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before a.mor after p.mThey may not harass you by using threats of violence or arrest or by using obscene languageCollectors may not use or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at workFor the most part, collectors may not tell another person, other than your attorney or spouse, about your debtCollectors may contact another person to confirm your location or enforce a judgmentFor more information about debt collection activities, you may contact the Federal Trade Commission at 1-877-FTC-HELP or www.ftc.gov. 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. Loanhist.rpt Shellpoint Mortgage Servicing02/15/10:00:19AM Loan History Summary Page #1Loan ID Borrower Name*** *** ***
***: This letter is in response to the Revdex.com of the Upstate complaint received on February 13, 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 November 10, 2017. 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 enrolled in New Penn’s recurring ACH program, with the first draft scheduled to begin on February 1, However, New Penn drafted your bank account twice for that payment amount of $2,227.98, on February 1, You stated you called New Penn the following day and was advised it would take two to five (2-5) days to refund, but you were recently told it would be February 13, before the funds could be returned to the accountYou stated that New Penn has kept your money for thirteen (13) days even though we were not authorized to withdraw it from your bank accountYou want to the funds returned to your bank account as soon as possible. Please be advised, New Penn did not draft the same payment twiceOur records indicate you scheduled two different ACH drafts online, for the same dateOn January 13, you went online and set up a one-time payment in the amount of $2,227.98, to be drafted on February 1, This type of transaction is coded as a “lock box” payment in your loan transaction history (enclosed)Additionally, the same day you enrolled in the recurring ACH program, to draft your account on the 1st of each month, beginning February 1, This shows as an ACH payment in your loan transaction historyNew Penn sent you two letters confirming each of these transactions (enclosed)Please be advised, these were not set up by New Penn, as these transactions were set up online. Once funds have been withdrawn from an account, it may take several days for a refund to processWe must ensure the funds clear before refunding themAccording to New Penn’s records, funds in the amount of $2,were refunded to your bank account on February 13, 2018. We regret the inconvenience caused by this issueYou have the right to request documentation supporting our determination that no error occurred in the servicing of the loanEnclosed are copies of the confirmation letters and Loan Transaction History for your records. Should you have further questions, you may contact me directly at 864-***. *** Sincerely, Lisa F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I received the response from Shellpoint Mortgage Servicing on February 7, however, there are a few inaccuracies, that I do not agree with that was written in Shellpoints’ responseMy issues are listed below, along with evidence, to back up my claimShellpoint Mortgage and the bank of *** *** *** brought suit to foreclose upon the Deed of Trust against me on October 19, In May 2016, the judgement was evacuated ny oral rulingMy lawyer and I began submitting documentation to acquire a mortgage modification and was finally approved for a modification on October 13, My first mortgage payment was due on December 1, I was instructed by my lawyer to send “certified cashiers check” for proof that Payment was sent for the first (3) months trial payment periods for months December, January and FebruaryI have attached a copy of my cashiers check for evidenceShellpoint Mortgage, in the response stated that the judgement was evacuated in May but wasn’t approved for a Mortgage Modification until October but Shellpoint has been reporting the mortgage as paid since October with the notes “ mortgage modified.” According to my credit monitoring service and credit report, That statement is inaccurateI have attached (3) pieces of evidence where my mortgage with Shellpoint is still being reported as Delinquent to Transunion on 11/22/2016; Major Derogatory on 2/17/and Deliquent Experian again on 3/18/Again, I ask that Shellpoint please delete these negative remarksThe updated 1098, mortgage interest statement that you sent to me stated $ 15,however, according to my *** Account and Certified Cashiers Check, I paid a total of $18,My February payment was sent by certified cashiers check in the amount of $plus an additional 16,= $18, I have attached copies of my bank payments and certified cashiers check for my mortgage payments, for your review.Also, for my June mortgage statement, I was told that I had to pay legal fees to Shellpoint, in which I sent in an additional amount of $on May 26, My legal fees were sent separately from my accountIt is included with my evidence.In conclusion, you responded to my request for explanation for increasing my mortgage balance by $ for period 12/31/2017- 1/26/In Shellpoint response, you stated”that occasionally the mortgage balance may increase or decline from month to month.There are no hidden fees or costs, associated the loan.”To date, I have never experienced a mortgage balance increasing until Shellpoint, especially without formal written notificationAccording to my Transunion Report, which alerted through my *** *** account, Shellpoint increased my mortgage balNce from $220,to $ 222,The account increased by $ for reporting period December 31, 2017-January 26, I am fully aware that there are sometimes escrow shortages and overages however, I’ve never seen my motrtgage balance increase instead of decreaseThis experience is completely new to meI never knew that, especially without written notice from the mortgage companyI have attached another copy for your review.Going forward I would like transparency from Shellpoint Mortgage Servicing, especially when there is an significant increase in my mortgage balance by written notification for my personal records.Also, please review the negative remarks that was placed on my account to the Credit Reporting Agencies after the October Mortgage Modification Approval Date.Please review all payments made to Shellpoint Mortagge Servicing For 2017, so that I can get my correct mortgage interest amount
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
First off, I have not gotten calls since last January. Wouldn't I have complained about that too? I
stopped getting bills at exactly the same time as I got that satisfaction of mortgage paper - we were thrilled; which has now turned to disappointment. Not once was the payment info addressed. I repeat, not once was the payment info addressed. As stated, we would rather get back on track, but we would like to have the payments lowered due to a severe lack of funds. What can be done? I will also repeat that I would rather avoid bankruptcy, and that we want to work with you. It is just sad that my emails were not being responded to, and that calls have kept coming in at a machine gun pace, hence turning to the Revdex.com.
Regards,
*** ***
RE: Complaint ID: *** *** Property Address: *** *** *** Place, ***, OR Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted February 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about September 11, 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, Mr*** rebuts our response to his previous complaint, stating he was never advised the tax paperwork could be emailed or faxed to our officeAs stated in our previous response, please advise Mr*** to send in an estimated tax bill from the county to our Tax DepartmentThe email address is ***.com; the fax number is *** Once the tax records are updated, a new escrow analysis will be performed on the loan and sent to Mr***Mr*** has the right to request documentation supporting our position that no error has occurredEnclosed is a copy of the Loan Transaction Summary for his recordsWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at *** Sincerely, LF
* Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Please find the letter I received today in regards to the *** InsuranceThis indicates that the
*** Master Policy does not comply, however, does not offer any specifics as to the non-compliance.As a licensed *** Insurance Agent in the State of CA, I am aware that the California Department of Insurance mandates that mortgage balance cannot be sole basis of requiring an insurance coverage amount. Please advise if complainant needs to reach out to CA DOI as well to resolve unfair business practices.Also, I am enclosing all the proof of property insurances I have sent to Shellpoint at various times and never was anyone ready to reach out to me to discuss what was not in compliance.Furthermore, my payments were never late as I submitted the same amount at the same time however Shellpoint determined that it was not enough to meet their minimum due to the forced place insurance.I cannot accept any resolution as I had called the letter writer upon initial notification to understand that there were days unaccounted for on the Master PolicyHowever, she confirmed that the Insurance Department was in receipt for the additional and earlier policy term so there should be no issue on the length.However, now the present issue is the supposed "non-compliance" of this Master Policy. According to the CA DOI, there are many instances of deception and lack of consumer awareness or acceptance when mortgage companies make these decisions on forced place insurance and then make this process to eliminate the forced place insurance very unachieveable, untenable, inconsistent and apply draconian policies for the sake of consumer exasperation to simply accept as-is.I was advised to pay a higher amount which I am paying UNDER PROTEST because I do not wish to incur any late fees or have any issues reported to any Bureau apart from Consumer Protection Agencies and Governing Body of Insurances in the State of CA.Lastly, I was advised that the late fee assesses was fully earned by Shellpoint with enthusiasm and that I can arrange payments towards this one late feeHowever, I officially request consideration for this waiver.Please find all enclosed notifications for verification and timeline of notices on my end.Do advise,*** *** *** Ave *** ***, CA
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I am not a lawyer to discuss all these documentsI would like them to check back on my conversations with their
customer service representatives and would like to listen to those conevrsations againOn how they explained to me in understandable terms the terms of my forbearance
Regards,
*** ***
January 22, 2018 *** * *** *** *** St Memphis, TN 38107 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** St Memphis, TN 38107 Dear *** * ***: This letter is in response to the Revdex.com of the Upstate rebuttal received on January 19, 2018, regarding the subject propertyThe Bank of *** *** *** FKA The Bank of *** ***, As Trustee for the Certificateholders of ***, Inc., *** *** Certificate Series *** 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 December 15, 2014. 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 concerns. Per the rebuttal to Shellpoint’s response dated January 9, 2018, you state you have been calling to speak with someone regarding the fraud investigation, but keep getting the run-around from Shellpoint’s Customer Service AgentsYou state when you call, you are advised we are investigating, and when you call to explain what you are doing to help us aid in our investigation, you are put on hold for hours, then disconnectedYou state you have been advised that time has run out for your response, but you responded right away by telephoneYou state you want to fax information to us to help in our investigation, but you have had no transportation due to the snowfall in Memphis, TN. Upon investigation of the rebuttal, Shellpoint’s Compliance Department attempted to contact you at *** to discuss the rebuttal and our response; however, you were unable to verify the correct mailing address on the loan; therefore, we did not disclose the reason for the callWe are here during the hours listed aboveYou may also request a specific date and time we contact you. Due to the sensitive nature of the allegations you have made, please call the Customer Service Department at 800-*** to ensure the correct phone numbers are on file for your loanAdditionally, if you would like to further protect your account, you may add a password that must be provided before information about the account can be disclosed. Please be advised, we are unable to resolve your complaint at this time and await the requested fraud claim documentation. The investigation will be open until you provide the documentation requested in our response dated January 9, 2018 (enclosed)There is no deadline to return these documents, and we will accept them at any timeYou may send all documentation to: Shellpoint Mortgage Servicing Disputes Department PO Box *** Greenville, SC 29603 OR *** Fax: 866-*** According to Shellpoint’s records, since our response was submitted to the Revdex.com, you called on January 12, 2018, to check the status of the investigation to get the loan out of your nameYou were advised that the process was still pendingYou called on January 16, 2018, and advised you want the loan out of your name, as it was obtained fraudulently. You were advised by the Customer Service Agent to send the information to the address above, and that you may want to inform the lender who completed the closing on the loanOur records show no other calls from you, nor are there calls indicating you were put on hold. As we previously advised, if the loan was fraudulently obtained, the only way to conduct an investigation is to submit the requested paperwork in the January 9, responseUntil the documentation is received, we are unable to investigate your claimPlease note, there is no guarantee the investigation will result with your name being removed from the loan. Shellpoint 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 for your records. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F
* Compliance Department Enclosures Please 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, James Robertson Parkway, Nashville, Tennessee 37243 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
Per Shellpoint's records, servicing of this loan was transferred to *** *** *** on September 15, We respectfully request they contact them regarding the matter with their monthly statements
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Dr ***, TX 77059 Dear *** and *** ***: This letter is in response to the Revdex.com of the Upstate complaint received on August 30, 2017,
* Compliance Department Enclosures
regarding the subject propertyThe Bank of *** *** *** *** The *** ** *** ***, as Trustee for Certificateholders of ***, Inc., Asset-Backed Certificates, Series 2007-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 December 01, 2016. Shellpoint is aware that this loan was included in a Chapter BankruptcyOur records indicate that your personal liability, as well as the mortgage lien were retained upon discharge and Shellpoint is servicing the loan accordingly. 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 concerns. Per the complaint, you allege that Shellpoint will not correct your account, even after you have submitted proof of payments. Furthermore, you stated you have requested a Supervisor call back; however, no one has returned your callYou want the account corrected to reflect payments that were made. Upon review of your correspondence, Shellpoint determined we had already received similar complaints directly from you, to which we responded on February 3, and March 8, We have enclosed copies of our responses, as we feel they address the same concerns expressed in the above-referenced case. According to our records, our most recent phone call from you was on July 12, and there is no indication that you requested a Supervisor call you backHowever, we apologize if there was an oversight. You have the right to request documentation supporting our determination that no errors have occurred in the servicing of the loanEnclosed is a copy of the Loan History Summary and our prior responses. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F
July 7,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** **
***
Address: ** *** *** Road, ***, MA
Dear Ms***:
This letter is in response to the above referenced complaint submitted July 2,
Shellpoint is unable to locate an account for the above referenced complainantAs such, we are unable to provide information regarding billing or collection issues
In order to investigate further, please provide an accurate account or reference number.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Complainant is not authorized on the loan; therefore, we are unable to release any informationHowever, Shellpoint maintains that the Short Sale process was handled properly
RE: Complaint ID: ***, *** *** Property Address: *** *** Way, ***, SC 29449 Reference Number: ***
* Shellpoint Mortgage Servicing regulatory@*** Regulatory Fax: (***
Dear *** ***: 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 March 10, 2016. 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 concerns. Per the complaint, Ms*** states we overpaid her property taxes in December While the refund has been sent to the vendor that handles our property tax payments, the funds have not been returned to her escrow accountMs*** wants the funds returned to her account and a new escrow analysis performed. According to our research, Ms*** failed to apply for the Homestead Exemption prior to the tax notices being sent and Shellpoint paid what was billedThis is not uncommon for homeowners and there is a process for getting the refundsPlease be advised, tax refunds are typically received in late February through the first two (2) weeks of March each yearThe refunds are sent in one (1) mass refund check back to the vendor for all of the lenders they serviceThis can cause some delay; however, once the funds are returned to us, we have fifteen (15) days to return the funds back to the accountWe have already put in a request for a new escrow analysis to be performed on the loan once the funds are returned to Ms***’s account. You have the right to request documentation supporting our determination that no error has occurredWe have enclosed the loan transaction history, which shows an accounting of the escrow account and the amounts that Shellpoint has been billed for the escrow items. *** If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF