RE: Revdex.com Case #: *** Reference #: *** Borrower: *** *** Property: *** *** Ave *** ***, CA 90813 Dear Ms R***: This letter is in response to the Revdex.com of the Upstate complaint received on May 10, 2017, regarding the subject property*** Life Insurance Company 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 November 11, 2016. 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, Mr*** states that the property taxes due in December were not paid; therefore, when the April 2017 tax payment was paid, it was applied to the December tax paymentTherefore, the April taxes are outstanding and need to be paidHe also states the Customer Service department refuses to act upon his complaint(s). Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Mr*** on May 15, 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 him. Please be advised, when taxes are due within sixty (60) days of a loan’s transfer to another servicer, it is the responsibility of the previous servicer to ensure the tax payment has been madeWe regret the previous servicer did not handle this issue as per protocol. According to Shellpoint’s records, Mr***’s attorney called our Customer Service department on April 18, 2017, asking for proof the taxes were paid in December During the call, the attorney was advised that the taxes should have been paid by the previous servicerThere were no further questions. On April 26, 2017, Mr*** called the Customer Service department to advise the taxes due in December were not paid and the April payment was applied to the December taxes; therefore, the April taxes still needed to be paid. At that time, a request was made to have the issue researched and taxes paid if neededPlease be advised, this research can take up to thirty (30) daysMr*** continued to call the Customer Service Center multiple times between April 26, 2017 through May 10, 2017, the date this complaint was filedHe was advised each time a research request had been made and the issue was being investigatedHe was further advised that the penalties would be paid for by Shellpoint and would not be disbursed from his escrow account. On May 15, 2017, it was determined that the April tax payment had been applied to the December tax payment, and there was still an outstanding amount of $174.49, which was a penalty fee for late payment of the December taxes. As previously advised, these fees were paid by Shellpoint and were not disbursed from Mr***’s escrow accountThe same day, a tax payment for April was disbursed in the amount of $1,from Mr***’s escrow account payable to Los Angeles CountyAdditionally, penalty fees in the amount of $for the April tax payment were also paid by ShellpointProperty taxes for Mr***’s loan are now paid currentEnclosed is a copy of the Loan History Summary for Mr. ***’s records. Please extend our sincere apologies to Mr*** for any inconvenience regarding the property tax payments on his loan. Shellpoint takes its customer service obligations very seriously and his concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST). Sincerely, Lisa F* Compliance Department Enclosure
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 as long as the analysis comes back within days like they said it would takeI also will only accept if Shellpoint makes the necessary changes.
Regards,
*** ***
This letter is in response to the complaint submitted September 11, regarding the servicing of the mortgage loan for the above referenced property*** *** *** Association, as Trustee for *** ** Mortgage Loan *** * currently owns the above referenced loanShellpoint
Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mr*** believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies, which has damaged their credit ratingMr*** advises the loan was discharged through a Chapter Bankruptcy while being serviced by the previous servicer, *** ** ***, N.A(“***”)As such, Mr*** requests Shellpoint cease reporting the loan to the consumer reporting agencies. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 BankruptcyTherefore, Shellpoint is not attempting to collect the debt from the ***’s, as their 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 above referenced property. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s)However, the tradeline will simply be reported as “Discharged through Chapter Bankruptcy”, with the Account Status as of the date of dischargeThe CRA’s will suppress any further payment history, balance, or past due amount, as the ***’s are not liable for the associated debtDepending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’sShellpoint is reporting that the loan was “Discharged through Chapter Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The ***’s have the right to request documentation supporting our determination that no error has occurredEnclosed are copies of the Account Reporting Reviews supplied by Trans Union and Equifax for both Mrand Mrs***, which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both of them. If Mror Mrs*** have any documentation indicating the CRA’s are displaying any amounts owed for this debt, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-***. Sincerely, ** *** Shellpoint Mortgage Servicing
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,
*** ***
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, pending the return of the difference to my escrow accountI would like to add that I did apply for the exemption, on September
1st--the county was back logged and the exemption went thru roughly weeks after the original billThru the phone calls to Shellpoint about the difference being added to my escrow--there was no mention of it taking until the end of February into March to get credit backIn fact, one phone call even said I WOULDN'T get the amount back-that it would be a credit for the next year(which I knew to be untrue)And another went ahead and did an assessment on my account (to lower my payment, ?knowing the credit takes until March?)Perhaps customer service could use some education in regard to this type of situation
Regards,
*** ***
November 10, 2017 *** * *** *** *** St SW *** ***, MN 55025 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** St Sw *** ***, MN 55025 Dear *** * ***: This letter is in response to the Revdex.com of Upstate South Carolina rebuttal received on October 31, 2017, regarding the subject property*** *** Trust National Association, as Trustee of *** *** Mortgage Loan Trust II 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 01, 2017. Shellpoint’s records indicate the loan was discharged through a Chapter Bankruptcy; therefore, we are not attempting to collect the debt, as your persona 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 property. 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, you continue to bring up issues with the Automated Clearing House (“ACH”) set up when the loan first transferred to Shellpoint, you state there are “interest entries” on the Rate History Report and state the loan is subject to an annual adjustment, which Shellpoint has not performed. Since we have provided a satisfactory answer in our previous responses regarding the ACH issue, we will not address this again. Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are asking for. Upon receipt of the loan, it underwent a thorough auditWhen the audit was completed, a change date of September was enteredAfter reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, It will also be recalculated in September 2018, and every September thereafterYou will receive a notice under separate cover advising you of the payment amount and index used. We apologize for any confusion surrounding the annual change on your loanPlease know that Shellpoint takes its customer service obligations very seriously and this matter has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department 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 Minnesota Department of Commerce. 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
January 24, 2018 *** *** *** *** *** Ct ***,
VA 22026 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** *** Court ***, VA 22026 Dear *** ***: This letter is in response to the Revdex.com of the Upstate complaint received on January 18, 2018, regarding the subject propertyThe Bank of *** *** *** FKA The Bank ** *** ***, As Trustee for the Benefit of the Certificateholders of the ***, Inc., *** Certificates, 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 February 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 complaint, you stated Shellpoint has not paid your property taxes to *** *** County, VA, which were due in December You have been notified by the county that they must be paid no later than February 6, 2018. Upon review of the complaint, Shellpoint’s Compliance Department attempted to contact you on January 24, 2018, to discuss the complaint and resolution; however, we were unable to reach youWe are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we contact you. Shellpoint has determined that our vendor for tracking and disbursing tax payments had the incorrect due date for your taxes. Please accept our apologies for the errorUpon determining this, Shellpoint disbursed $1,to *** *** County on January 19, for your taxesA copy of the Loan History Summary showing the disbursement is enclosed for your records. We apologize for the oversight and thank you for bringing this to our attentionShellpoint takes its customer service responsibilities very seriously and this matter has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosure
RE: Complaint ID: *** Homeowners: *** *** and *** *** Subject Property: *** *** Way, ***, CA 95842 Reference Number: *** Dear Ms***: This letter is in response to the above referenced complaint regarding the subject propertyShellpoint Mortgage Servicing (“Shellpoint”) began servicing the associated mortgage loan on or about December 15, 2014. Shellpoint’s records indicate that the homeowner, *** ***, was Army Active Duty from May through June Pursuant to the Servicemember’s Civil Relief Act (“SCRA”), Shellpoint honors foreclosure protection during active duty and for months thereafterSince Mr***’s active duty ended in June 2016, the foreclosure protection has just expired as of July 1, The loan has not yet been referred to a foreclosure attorney, however, please be assured we have removed the block and foreclosure proceedings may be started soon. Regarding the credit reporting on this loan, we have identified an error with the information we furnished to the Consumer Reporting Agencies (“CRA’s”)Shellpoint’s records indicate the co-homeowner *** *** filed a petition for Chapter Bankruptcy in August At that time, Shellpoint was reporting the loan in accordance with the bankruptcyUpon discharge of the bankruptcy in November 2015, the homeowners surrendered the property and their personal liability for the loan was eliminatedHowever, Shellpoint did not report the discharge in November 2015. Shellpoint did not determine the outcome of the bankruptcy until May 2016, so we continued to report the active bankruptcy until thenShellpoint never retroactively reported that the loan was discharged in the bankruptcy in November Additionally, no new information should have been furnished to the CRA’s after the discharge in November Shellpoint could submit a correction to the CRA’s; however, since it has been more than years since the first date of delinquency (May 1, 2010), the CRA’s should have permanently removed this account from their records. As such, Shellpoint is submitting a request to the CRA’s to permanently delete the Shellpoint tradelinePlease allow a few days for the CRA’s to process our request. We would like to apologize for any inconvenience experienced regarding the credit reporting of the loan.
*** If you have any further questions, comments, or concerns, please contact Customer Service at 866-***. Sincerely, Compliance Department Shellpoint Mortgage Servicing This communication is sent to you by Shellpoint Mortgage Servicing, a professional debt collector. 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. 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. 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
Dear *** ***: This letter is in response to the complaint submitted May 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to
*** *** Servicing on March 3, 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. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr*** on May 12, We responded to him with a letter dated May 20, Enclosed is a copy of the response. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing ***.com Regulatory Fax: *** Dear Mrand Mrs***: This letter is in response to your email dated May 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing (“***”) on March 3, 2016. Per the email, you are requesting a closing statement of the escrow balance when your loan was transferred to *** *** ServicingAdditionally, you state that you have paid $2,on your payment every month, when the payment due was $2,and question why your payment has been increased to $2,495.00. This loan should have transferred to *** with an escrow balance of $The enclosed Loan History Summary, shows an escrow adjustment that was made on April 6, 2016, bringing the escrow balance to zeroOur loan deboarding department made contact with *** as of the date of this letter, to inform them of the error so *** can correct the escrow accountOnce the escrow account is updated, *** should be able to perform a new escrow analysis to return your payment to principal and interest only. We would like to apologize for any inconvenience regarding this issueIf you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
It is unclear what additional concerns the homeowner has in submitting the additional correspondenceShellpoint feels we have already addressed and resolved the same concerns, as expressed in the original complaint As stated in the prior response, we acknowledged the error with the credit reporting and we have deleted the account from the credit bureaus, including the foreclosure commentRegarding the pending foreclosure action, the homeowner is correctUnder the SCRA, the homeowner would need to submit a written waiver in order for Shellpoint to over-ride the regulation for foreclosure protectionThis is not something that Shellpoint can solicit, as that could be interpreted as if we were encouraging homeowners to waive their rights under the SCRAAt this time, the SCRA protection has expired and, as also advised in our previous response, Shellpoint can move forward with foreclosure proceedingsPlease note that Shellpoint must follow the legal process for foreclosure and comply with all applicable laws and regulation, despite the homeowners wishes for us to forecloseShellpoint has a property preservation department that handles the property maintenance and security during that process, in accordance with the applicable laws regarding vacant properties In review of this rebuttal, Shellpoint has not determined that there are any new or additional concerns for which we can form the basis for a new investigation
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 a member of (3) credit monitoring agencies and I am alerted each time my credit report is changed for any
reason by all (3) agenciesYou stated in your response to me, that Shellpoint has been reporting my mortgage account as current however, according to my Transunion report as of 11/22/2016, with a account balance of $66,(late Payment),also on 2/17,with a balance of $228,on my Experian Account Shellpoint reported my mortgage as Major Derogatory;on 3/18/with a balance of $72,my account is listed as Delinquent Payment which has affected my credit score greatlyAlso, according to my *** *** Account on January 26, the same day that I reported Shellpoint Mortgage to the Revdex.com my mortgage balance was increased my $How is that so? I have consistently paid my mortgage on time for months and the mortgage balance should be going downWhy the increase in fees? What are these hidden costs? This is not the first time that my account has told me that you increased my mortgage balanceThe only reason that I didn’t address you previously is because, I didn’t know who to report this activity to.I have included (4) pieces of evidence to back up my claimsI have included (3) negative remarks that alerted me, when Shellpoint made changes to my credit reportI have also included my *** *** Account that informed me that you increased my mortgage balance.As a consumer, I do understand that mistakes are easy to make however, I can’t go to file my taxes and tell the tax preparer or the IRS that a bad batch of forms were sent to meIt is costly and time consuming and not to mention a headacheI have missed many days of employment fighting to keep my homeI have been back and forth to court with Shellpoint Mortgage Servicing trying to prevent foreclosure on my homeKeeping a roof over my family’s head is one of the most important objectives for me, outside of my faith, family, and healthI have had hardships in the past but I am now trying my best to stay on top of my finances.Again, I ask that Shellpoint Mortgage correct all of the inaccuracies in my fileI ask that Shellpoint Mortgage inform me of hidden fees which I am being charged for, without my knowledgeI ask that Shellpoint Mortgage, remove all late, delinquent and major derogatory remarks that you have applied to my account.My foreclosure judgement was evacuated on May 27, by oral ruling in courtSince then , I have held up my end of my agreement, I ask that Shellpoint Mortgage do their part in upholding their end of the bargain.
Regards,
*** ***
September 07, 2017 *** * *** *** *** Dr ***, CA 93463 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Road * *** ***, CA 93108 Dear *** * ***: This letter is in response to
the Revdex.com of the Upstate complaint received on August 29,2017, regarding the subject property*** *** Mortgage Loan Trust 2015-*** Savings Fund Society, ***, d/b/a *** Trust as Trustee as *** Trust 2015-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 November 17, 2015. 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. Upon receipt of the complaint, Shellpoint attempted to contact you on September 7, 2017, to discuss the complaint and resolution; however, we were unable youWe are here to take calls during the hours aboveYou may also request a specific date and time you would prefer we call you. Per the complaint, you stated Shellpoint has a history of sending out mortgage statements lateYou have requested a call back from a Supervisor regarding this matter, but you never receive a return callAdditionally, you stated you were advised you could not make monthly payments in advance, which you believe sounds like a scam and a trap to allow Shellpoint to collect late fees. Shellpoint mails monthly statements between the 17th and 19th of every month, and your due date is the 1st of the following monthYour monthly payment amount is currently $5,630.17, and payments must be received on or before the 16th of the month to avoid late chargesUnfortunately, we have no control of the United States Postal Service, or how long it takes for them to deliver the statements to youWe regret that you do not feel you are receiving them in a timely manner. Regarding making payments in advance, Shellpoint will allow you to pay the loan in advance up to three monthsBecause there could be changes to your escrow, which would affect the future payment amounts, we will not allow a homeowner to pay the loan ahead more than three monthsWe would like to apologize for any inconvenience this may cause. Per Shellpoint’s records, we were not able to find any request for a Supervisor to return your call; however, we apologize if there has been an oversightWe hope we have addressed your concerns in this response. As of the date of this letter, the loan is paid ahead and the next payment is due November 1, 2017, in the amount of $5,630.17. You have the right to request documentation supporting our determination that there have been no errors in the servicing of this loanEnclosed is a copy of the loan history summary. Should you have further questions, you may contact me directly at 864-***. ***
Sincerely, Lisa F* Compliance Department Enclosure
RE: Revdex.com Case #: *** Reference #: *** Borrower: *** *** Property: *** * *** St ***, IL 60617 Dear Ms***: This letter is in response to the Revdex.com complaint received on July 27, 2017, regarding the subject
property. *** *** *** National Association, as Trustee for *** ** *** *** *** I 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 01, 2017. 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, Mr*** states we have advised him that we have not received his payment, even though he has provided proof of payment to us. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr*** on July 31, 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 him. Since Mr*** did not provide us with which payment Shellpoint alleges he is missing, please see below for each of the payments that have been received since servicing began on June 1, 2017: • $was received on June 21, 2017, via *** *** for the June installment; • $was received on July 10, 2017, via our automatic telephone payment system for the July installment; • The July 10, payment in the amount of $was returned from his financial institution due to an error of “No Account/Unable to Locate Account) and the loan was assessed a Non-Sufficient Funds (“NSF”) fee of $on July 13, 2017; • $was received on July 26, 2017, via *** *** for the July installment; • $was received on July 27, 2017, via Bill Pay and applied to the August 1, installment. The loan is due for the September installment in the amount of $Enclosed is a copy of the Loan History Summary for Mr***’ records. We regret Mr*** experienced any inconvenience regarding the receipt of this monthly paymentShellpoint takes its customer service obligations very seriously and this matter has been brought to the attention of the appropriate parties within the organization. *** Should you have further questions, you may me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosure
Dear Ms***: This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated
Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January payment when we should haveYou stated Shellpoint assessed the late charge inappropriately and request that it be waivedPlease be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was receivedYour contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, a late fee would be assessedYou were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was deniedShellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriatelyTherefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** 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.
The majority of Shellpoint's response is inaccurate and/or downright untrueFor instance, my bankruptcy attorney
NEVER received notification from Shellpoint that there was a problem with post bankruptcy paymentIf you look at the documents provided by Shellpoint in response to this complaint, you will see that what they actually sent our attorney was a loan modification package with NO actual account detailsAccording to our lawyer, they get these packages every single day for ALL of their bankruptcy clientsNothing to alert our attorney that there was a discrepancy in our payment scheduleShellpoint was correct when they stated they did not mail us a deferment offer - I was mistaken - after speaking with my husband I learned he didn't receive that offer in the mailHe actually had to call Shellpoint when they first took over servicing the mortgage because we never received a monthly statement or coupon bookWhile on the phone with the representative, he was verbally offered deferring the Decemeber payment IF we could get our attorney to give permission to speak with usOne (1) phone call was made (not several as stated by Shellpoint) after we receive permission from our law office to speak with Shellpoint about our mortgageThe bottom line - if we had known we were not complying with the payment schedule set forth by the bankruptcy trustee, we would have immediately taken steps to fix itBottom line - Shellpoint has a problem with shady business practicesA little research into this entity will reveal a class action suit filed in *** on 2/8/*** *** lists complaints in the span of years with a 100% negative review rating*** website shows complaints with a 100% negative review rate*** *** *** *** ***) has received complaints, *** gives Shellpoint a star rating out of reviewsThere is a pattern with this companyI do not accept this company's response to my complaint and look forward to bringing Shellpoint in front of a judge
Regards,
*** ***
Dear *** ***: This letter is in response to the complaint submitted May 13, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of the owner referenced above, on or about May 2, 2016. Per
the complaint, Mr*** states Shellpoint is making unsolicited calls asking to service his loanHe further states that when he requested we stop calling, we informed him we must have the request in writing. Shellpoint began servicing Mr***’s loan on or about May 2, On May 9, 2016, Shellpoint mailed a letter to Mr*** informing him of the change of servicerThe letter also provides payment options, loan information and frequently asked questionsEnclosed is a copy of the letter. When Shellpoint acquires new accounts, it is our policy to contact the borrower by telephone in addition to the letter that is sent, to ensure they have the correct information as to where to send payments, etcBecause Mr*** was in his grace period for paying his May installment, it is also policy for Shellpoint to reach out to the borrower to remind them a payment is due. Upon receipt of this complaint, Shellpoint updated Mr***’s loan as ceaseWhen a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to our customer, except for that which is legally required. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is Un-satisfactory to me, but is acceptableHow is it that in January of this year, my house was valued at 435K and in March of the same year, my home
value jumps to 485KThat is a $50K spike in monthsI do not wish to pursue this any longer as I see that the customer never winsSo instead of giving *** or Shell point Mortgage my business, I will pursue a and give my business to another bank
Regards,
*** ***
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan*** *** Mortgage Association (“*** ***”) 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, 2014. 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, Shellpoint notified Ms*** that the payment due August had not been received within the grace periodMs*** 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*** 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 agencies. Our records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox ***, ***, OH 45274-It is respectfully advised Ms. *** ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, Shellpoint’s account number *** should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in *** 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 *** 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 future. During the time period described above, Ms*** placed a stop on check # *** and it has since been returned by her bankShould Ms*** 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 request. Shellpoint received two more checks from Ms***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, 2015. ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. 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 issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-***. Sincerely, ** *** Shellpoint Mortgage Servicing
March 23, 2018 *** * ***-*** *** * *** St Ste *** *** ***, CA 90746 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Drive ***, CA 90746 Dear *** * ***-***: This letter is in
response to the Revdex.com complaint received on March 13, 2018, regarding the subject property. The Bank of *** *** *** FKA The Bank of *** *** as Trustee for the Certificateholders of *** Inc., ***-*** *** *** 2004-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 July 15, 2016. Please note, 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 dischargedThe mortgage lien on the property survived the discharge and Shellpoint is servicing the loan according to the original agreement to protect the creditor’s interest in the property. 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. Upon review of the correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to todayWe have enclosed a copy of our response as we feel it addresses the same concerns expressed in the above-referenced case. Additionally, please be advised, Shellpoint is not reporting information to the Consumer Reporting Agencies due to the discharged bankruptcy on the loan. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosure cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC 29601 *** 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
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,
*** *** My payments was always because I forgot to pay 77cent they didn't apply my money don't make sense an I spoke to them an they got update number they messing up my credit I even sent them the judgment if I send in a payment for Feb it should apply to Feb when they held my money they report to credit bureau as if I was late an the whole time they held it over 77cent that's wrong of them
RE: Revdex.com Case #: *** Reference #: *** Borrower: *** *** Property: *** *** Ave *** ***, CA 90813 Dear Ms R***: This letter is in response to the Revdex.com of the Upstate complaint received on May 10, 2017, regarding the subject property*** Life Insurance Company 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 November 11, 2016. 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, Mr*** states that the property taxes due in December were not paid; therefore, when the April 2017 tax payment was paid, it was applied to the December tax paymentTherefore, the April taxes are outstanding and need to be paidHe also states the Customer Service department refuses to act upon his complaint(s). Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Mr*** on May 15, 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 him. Please be advised, when taxes are due within sixty (60) days of a loan’s transfer to another servicer, it is the responsibility of the previous servicer to ensure the tax payment has been madeWe regret the previous servicer did not handle this issue as per protocol. According to Shellpoint’s records, Mr***’s attorney called our Customer Service department on April 18, 2017, asking for proof the taxes were paid in December During the call, the attorney was advised that the taxes should have been paid by the previous servicerThere were no further questions. On April 26, 2017, Mr*** called the Customer Service department to advise the taxes due in December were not paid and the April payment was applied to the December taxes; therefore, the April taxes still needed to be paid. At that time, a request was made to have the issue researched and taxes paid if neededPlease be advised, this research can take up to thirty (30) daysMr*** continued to call the Customer Service Center multiple times between April 26, 2017 through May 10, 2017, the date this complaint was filedHe was advised each time a research request had been made and the issue was being investigatedHe was further advised that the penalties would be paid for by Shellpoint and would not be disbursed from his escrow account. On May 15, 2017, it was determined that the April tax payment had been applied to the December tax payment, and there was still an outstanding amount of $174.49, which was a penalty fee for late payment of the December taxes. As previously advised, these fees were paid by Shellpoint and were not disbursed from Mr***’s escrow accountThe same day, a tax payment for April was disbursed in the amount of $1,from Mr***’s escrow account payable to Los Angeles CountyAdditionally, penalty fees in the amount of $for the April tax payment were also paid by ShellpointProperty taxes for Mr***’s loan are now paid currentEnclosed is a copy of the Loan History Summary for Mr. ***’s records. Please extend our sincere apologies to Mr*** for any inconvenience regarding the property tax payments on his loan. Shellpoint takes its customer service obligations very seriously and his concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) *** Monday through Friday between the hours of 8:a.mto 5:p.m(EST). Sincerely, Lisa F
* Compliance Department Enclosure
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 as long as the analysis comes back within days like they said it would takeI also will only accept if Shellpoint makes the necessary changes.
Regards,
*** ***
This letter is in response to the complaint submitted September 11, regarding the servicing of the mortgage loan for the above referenced property*** *** *** Association, as Trustee for *** ** Mortgage Loan *** * currently owns the above referenced loanShellpoint
Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mr*** believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies, which has damaged their credit ratingMr*** advises the loan was discharged through a Chapter Bankruptcy while being serviced by the previous servicer, *** ** ***, N.A(“***”)As such, Mr*** requests Shellpoint cease reporting the loan to the consumer reporting agencies. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 BankruptcyTherefore, Shellpoint is not attempting to collect the debt from the ***’s, as their 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 above referenced property. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s)However, the tradeline will simply be reported as “Discharged through Chapter Bankruptcy”, with the Account Status as of the date of dischargeThe CRA’s will suppress any further payment history, balance, or past due amount, as the ***’s are not liable for the associated debtDepending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’sShellpoint is reporting that the loan was “Discharged through Chapter Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The ***’s have the right to request documentation supporting our determination that no error has occurredEnclosed are copies of the Account Reporting Reviews supplied by Trans Union and Equifax for both Mrand Mrs***, which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both of them. If Mror Mrs*** have any documentation indicating the CRA’s are displaying any amounts owed for this debt, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-***. Sincerely, ** *** Shellpoint Mortgage Servicing
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,
*** ***
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, pending the return of the difference to my escrow accountI would like to add that I did apply for the exemption, on September
1st--the county was back logged and the exemption went thru roughly weeks after the original billThru the phone calls to Shellpoint about the difference being added to my escrow--there was no mention of it taking until the end of February into March to get credit backIn fact, one phone call even said I WOULDN'T get the amount back-that it would be a credit for the next year(which I knew to be untrue)And another went ahead and did an assessment on my account (to lower my payment, ?knowing the credit takes until March?)Perhaps customer service could use some education in regard to this type of situation
Regards,
*** ***
November 10, 2017 *** * *** *** *** St SW *** ***, MN 55025 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** St Sw *** ***, MN 55025 Dear *** * ***: This letter is in response to the Revdex.com of Upstate South Carolina rebuttal received on October 31, 2017, regarding the subject property*** *** Trust National Association, as Trustee of *** *** Mortgage Loan Trust II 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 01, 2017. Shellpoint’s records indicate the loan was discharged through a Chapter Bankruptcy; therefore, we are not attempting to collect the debt, as your persona 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 property. 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, you continue to bring up issues with the Automated Clearing House (“ACH”) set up when the loan first transferred to Shellpoint, you state there are “interest entries” on the Rate History Report and state the loan is subject to an annual adjustment, which Shellpoint has not performed. Since we have provided a satisfactory answer in our previous responses regarding the ACH issue, we will not address this again. Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are asking for. Upon receipt of the loan, it underwent a thorough auditWhen the audit was completed, a change date of September was enteredAfter reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, It will also be recalculated in September 2018, and every September thereafterYou will receive a notice under separate cover advising you of the payment amount and index used. We apologize for any confusion surrounding the annual change on your loanPlease know that Shellpoint takes its customer service obligations very seriously and this matter has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F
* Compliance Department 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 Minnesota Department of Commerce. 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
January 24, 2018 *** *** *** *** *** Ct ***,
* Compliance Department Enclosure
VA 22026 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** *** Court ***, VA 22026 Dear *** ***: This letter is in response to the Revdex.com of the Upstate complaint received on January 18, 2018, regarding the subject propertyThe Bank of *** *** *** FKA The Bank ** *** ***, As Trustee for the Benefit of the Certificateholders of the ***, Inc., *** Certificates, 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 February 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 complaint, you stated Shellpoint has not paid your property taxes to *** *** County, VA, which were due in December You have been notified by the county that they must be paid no later than February 6, 2018. Upon review of the complaint, Shellpoint’s Compliance Department attempted to contact you on January 24, 2018, to discuss the complaint and resolution; however, we were unable to reach youWe are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we contact you. Shellpoint has determined that our vendor for tracking and disbursing tax payments had the incorrect due date for your taxes. Please accept our apologies for the errorUpon determining this, Shellpoint disbursed $1,to *** *** County on January 19, for your taxesA copy of the Loan History Summary showing the disbursement is enclosed for your records. We apologize for the oversight and thank you for bringing this to our attentionShellpoint takes its customer service responsibilities very seriously and this matter has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F
RE: Complaint ID: *** Homeowners: *** *** and *** *** Subject Property: *** *** Way, ***, CA 95842 Reference Number: *** Dear Ms***: This letter is in response to the above referenced complaint regarding the subject propertyShellpoint Mortgage Servicing (“Shellpoint”) began servicing the associated mortgage loan on or about December 15, 2014. Shellpoint’s records indicate that the homeowner, *** ***, was Army Active Duty from May through June Pursuant to the Servicemember’s Civil Relief Act (“SCRA”), Shellpoint honors foreclosure protection during active duty and for months thereafterSince Mr***’s active duty ended in June 2016, the foreclosure protection has just expired as of July 1, The loan has not yet been referred to a foreclosure attorney, however, please be assured we have removed the block and foreclosure proceedings may be started soon. Regarding the credit reporting on this loan, we have identified an error with the information we furnished to the Consumer Reporting Agencies (“CRA’s”)Shellpoint’s records indicate the co-homeowner *** *** filed a petition for Chapter Bankruptcy in August At that time, Shellpoint was reporting the loan in accordance with the bankruptcyUpon discharge of the bankruptcy in November 2015, the homeowners surrendered the property and their personal liability for the loan was eliminatedHowever, Shellpoint did not report the discharge in November 2015. Shellpoint did not determine the outcome of the bankruptcy until May 2016, so we continued to report the active bankruptcy until thenShellpoint never retroactively reported that the loan was discharged in the bankruptcy in November Additionally, no new information should have been furnished to the CRA’s after the discharge in November Shellpoint could submit a correction to the CRA’s; however, since it has been more than years since the first date of delinquency (May 1, 2010), the CRA’s should have permanently removed this account from their records. As such, Shellpoint is submitting a request to the CRA’s to permanently delete the Shellpoint tradelinePlease allow a few days for the CRA’s to process our request. We would like to apologize for any inconvenience experienced regarding the credit reporting of the loan.
*** If you have any further questions, comments, or concerns, please contact Customer Service at 866-***. Sincerely, Compliance Department Shellpoint Mortgage Servicing This communication is sent to you by Shellpoint Mortgage Servicing, a professional debt collector. 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. 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. 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
Dear *** ***: This letter is in response to the complaint submitted May 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to
*** *** Servicing on March 3, 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. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr*** on May 12, We responded to him with a letter dated May 20, Enclosed is a copy of the response. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing ***.com Regulatory Fax: *** Dear Mrand Mrs***: This letter is in response to your email dated May 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing (“***”) on March 3, 2016. Per the email, you are requesting a closing statement of the escrow balance when your loan was transferred to *** *** ServicingAdditionally, you state that you have paid $2,on your payment every month, when the payment due was $2,and question why your payment has been increased to $2,495.00. This loan should have transferred to *** with an escrow balance of $The enclosed Loan History Summary, shows an escrow adjustment that was made on April 6, 2016, bringing the escrow balance to zeroOur loan deboarding department made contact with *** as of the date of this letter, to inform them of the error so *** can correct the escrow accountOnce the escrow account is updated, *** should be able to perform a new escrow analysis to return your payment to principal and interest only. We would like to apologize for any inconvenience regarding this issueIf you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
It is unclear what additional concerns the homeowner has in submitting the additional correspondenceShellpoint feels we have already addressed and resolved the same concerns, as expressed in the original complaint As stated in the prior response, we acknowledged the error with the credit reporting and we have deleted the account from the credit bureaus, including the foreclosure commentRegarding the pending foreclosure action, the homeowner is correctUnder the SCRA, the homeowner would need to submit a written waiver in order for Shellpoint to over-ride the regulation for foreclosure protectionThis is not something that Shellpoint can solicit, as that could be interpreted as if we were encouraging homeowners to waive their rights under the SCRAAt this time, the SCRA protection has expired and, as also advised in our previous response, Shellpoint can move forward with foreclosure proceedingsPlease note that Shellpoint must follow the legal process for foreclosure and comply with all applicable laws and regulation, despite the homeowners wishes for us to forecloseShellpoint has a property preservation department that handles the property maintenance and security during that process, in accordance with the applicable laws regarding vacant properties In review of this rebuttal, Shellpoint has not determined that there are any new or additional concerns for which we can form the basis for a new investigation
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 a member of (3) credit monitoring agencies and I am alerted each time my credit report is changed for any
reason by all (3) agenciesYou stated in your response to me, that Shellpoint has been reporting my mortgage account as current however, according to my Transunion report as of 11/22/2016, with a account balance of $66,(late Payment),also on 2/17,with a balance of $228,on my Experian Account Shellpoint reported my mortgage as Major Derogatory;on 3/18/with a balance of $72,my account is listed as Delinquent Payment which has affected my credit score greatlyAlso, according to my *** *** Account on January 26, the same day that I reported Shellpoint Mortgage to the Revdex.com my mortgage balance was increased my $How is that so? I have consistently paid my mortgage on time for months and the mortgage balance should be going downWhy the increase in fees? What are these hidden costs? This is not the first time that my account has told me that you increased my mortgage balanceThe only reason that I didn’t address you previously is because, I didn’t know who to report this activity to.I have included (4) pieces of evidence to back up my claimsI have included (3) negative remarks that alerted me, when Shellpoint made changes to my credit reportI have also included my *** *** Account that informed me that you increased my mortgage balance.As a consumer, I do understand that mistakes are easy to make however, I can’t go to file my taxes and tell the tax preparer or the IRS that a bad batch of forms were sent to meIt is costly and time consuming and not to mention a headacheI have missed many days of employment fighting to keep my homeI have been back and forth to court with Shellpoint Mortgage Servicing trying to prevent foreclosure on my homeKeeping a roof over my family’s head is one of the most important objectives for me, outside of my faith, family, and healthI have had hardships in the past but I am now trying my best to stay on top of my finances.Again, I ask that Shellpoint Mortgage correct all of the inaccuracies in my fileI ask that Shellpoint Mortgage inform me of hidden fees which I am being charged for, without my knowledgeI ask that Shellpoint Mortgage, remove all late, delinquent and major derogatory remarks that you have applied to my account.My foreclosure judgement was evacuated on May 27, by oral ruling in courtSince then , I have held up my end of my agreement, I ask that Shellpoint Mortgage do their part in upholding their end of the bargain.
Regards,
*** ***
September 07, 2017 *** * *** *** *** Dr ***, CA 93463 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Road * *** ***, CA 93108 Dear *** * ***: This letter is in response to
* Compliance Department Enclosure
the Revdex.com of the Upstate complaint received on August 29,2017, regarding the subject property*** *** Mortgage Loan Trust 2015-*** Savings Fund Society, ***, d/b/a *** Trust as Trustee as *** Trust 2015-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 November 17, 2015. 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. Upon receipt of the complaint, Shellpoint attempted to contact you on September 7, 2017, to discuss the complaint and resolution; however, we were unable youWe are here to take calls during the hours aboveYou may also request a specific date and time you would prefer we call you. Per the complaint, you stated Shellpoint has a history of sending out mortgage statements lateYou have requested a call back from a Supervisor regarding this matter, but you never receive a return callAdditionally, you stated you were advised you could not make monthly payments in advance, which you believe sounds like a scam and a trap to allow Shellpoint to collect late fees. Shellpoint mails monthly statements between the 17th and 19th of every month, and your due date is the 1st of the following monthYour monthly payment amount is currently $5,630.17, and payments must be received on or before the 16th of the month to avoid late chargesUnfortunately, we have no control of the United States Postal Service, or how long it takes for them to deliver the statements to youWe regret that you do not feel you are receiving them in a timely manner. Regarding making payments in advance, Shellpoint will allow you to pay the loan in advance up to three monthsBecause there could be changes to your escrow, which would affect the future payment amounts, we will not allow a homeowner to pay the loan ahead more than three monthsWe would like to apologize for any inconvenience this may cause. Per Shellpoint’s records, we were not able to find any request for a Supervisor to return your call; however, we apologize if there has been an oversightWe hope we have addressed your concerns in this response. As of the date of this letter, the loan is paid ahead and the next payment is due November 1, 2017, in the amount of $5,630.17. You have the right to request documentation supporting our determination that there have been no errors in the servicing of this loanEnclosed is a copy of the loan history summary. Should you have further questions, you may contact me directly at 864-***. ***
Sincerely, Lisa F
RE: Revdex.com Case #: *** Reference #: *** Borrower: *** *** Property: *** * *** St ***, IL 60617 Dear Ms***: This letter is in response to the Revdex.com complaint received on July 27, 2017, regarding the subject
* Compliance Department Enclosure
property. *** *** *** National Association, as Trustee for *** ** *** *** *** I 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 01, 2017. 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, Mr*** states we have advised him that we have not received his payment, even though he has provided proof of payment to us. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr*** on July 31, 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 him. Since Mr*** did not provide us with which payment Shellpoint alleges he is missing, please see below for each of the payments that have been received since servicing began on June 1, 2017: • $was received on June 21, 2017, via *** *** for the June installment; • $was received on July 10, 2017, via our automatic telephone payment system for the July installment; • The July 10, payment in the amount of $was returned from his financial institution due to an error of “No Account/Unable to Locate Account) and the loan was assessed a Non-Sufficient Funds (“NSF”) fee of $on July 13, 2017; • $was received on July 26, 2017, via *** *** for the July installment; • $was received on July 27, 2017, via Bill Pay and applied to the August 1, installment. The loan is due for the September installment in the amount of $Enclosed is a copy of the Loan History Summary for Mr***’ records. We regret Mr*** experienced any inconvenience regarding the receipt of this monthly paymentShellpoint takes its customer service obligations very seriously and this matter has been brought to the attention of the appropriate parties within the organization. *** Should you have further questions, you may me directly at 864-***. Sincerely, Lisa F
Dear Ms***: This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated
Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January payment when we should haveYou stated Shellpoint assessed the late charge inappropriately and request that it be waivedPlease be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was receivedYour contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, a late fee would be assessedYou were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was deniedShellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriatelyTherefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** 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.
The majority of Shellpoint's response is inaccurate and/or downright untrueFor instance, my bankruptcy attorney
NEVER received notification from Shellpoint that there was a problem with post bankruptcy paymentIf you look at the documents provided by Shellpoint in response to this complaint, you will see that what they actually sent our attorney was a loan modification package with NO actual account detailsAccording to our lawyer, they get these packages every single day for ALL of their bankruptcy clientsNothing to alert our attorney that there was a discrepancy in our payment scheduleShellpoint was correct when they stated they did not mail us a deferment offer - I was mistaken - after speaking with my husband I learned he didn't receive that offer in the mailHe actually had to call Shellpoint when they first took over servicing the mortgage because we never received a monthly statement or coupon bookWhile on the phone with the representative, he was verbally offered deferring the Decemeber payment IF we could get our attorney to give permission to speak with usOne (1) phone call was made (not several as stated by Shellpoint) after we receive permission from our law office to speak with Shellpoint about our mortgageThe bottom line - if we had known we were not complying with the payment schedule set forth by the bankruptcy trustee, we would have immediately taken steps to fix itBottom line - Shellpoint has a problem with shady business practicesA little research into this entity will reveal a class action suit filed in *** on 2/8/*** *** lists complaints in the span of years with a 100% negative review rating*** website shows complaints with a 100% negative review rate*** *** *** *** ***) has received complaints, *** gives Shellpoint a star rating out of reviewsThere is a pattern with this companyI do not accept this company's response to my complaint and look forward to bringing Shellpoint in front of a judge
Regards,
*** ***
Dear *** ***: This letter is in response to the complaint submitted May 13, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of the owner referenced above, on or about May 2, 2016. Per
the complaint, Mr*** states Shellpoint is making unsolicited calls asking to service his loanHe further states that when he requested we stop calling, we informed him we must have the request in writing. Shellpoint began servicing Mr***’s loan on or about May 2, On May 9, 2016, Shellpoint mailed a letter to Mr*** informing him of the change of servicerThe letter also provides payment options, loan information and frequently asked questionsEnclosed is a copy of the letter. When Shellpoint acquires new accounts, it is our policy to contact the borrower by telephone in addition to the letter that is sent, to ensure they have the correct information as to where to send payments, etcBecause Mr*** was in his grace period for paying his May installment, it is also policy for Shellpoint to reach out to the borrower to remind them a payment is due. Upon receipt of this complaint, Shellpoint updated Mr***’s loan as ceaseWhen a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to our customer, except for that which is legally required. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is Un-satisfactory to me, but is acceptableHow is it that in January of this year, my house was valued at 435K and in March of the same year, my home
value jumps to 485KThat is a $50K spike in monthsI do not wish to pursue this any longer as I see that the customer never winsSo instead of giving *** or Shell point Mortgage my business, I will pursue a and give my business to another bank
Regards,
*** ***
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan*** *** Mortgage Association (“*** ***”) 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, 2014. 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, Shellpoint notified Ms*** that the payment due August had not been received within the grace periodMs*** 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*** 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 agencies. Our records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox ***, ***, OH 45274-It is respectfully advised Ms. *** ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, Shellpoint’s account number *** should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in *** 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 *** 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 future. During the time period described above, Ms*** placed a stop on check # *** and it has since been returned by her bankShould Ms*** 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 request. Shellpoint received two more checks from Ms***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, 2015. ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. 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 issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-***. Sincerely, ** *** Shellpoint Mortgage Servicing
March 23, 2018 *** * ***-*** *** * *** St Ste *** *** ***, CA 90746 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Drive ***, CA 90746 Dear *** * ***-***: This letter is in
* Compliance Department Enclosure cc: Revdex.com of Upstate South Carolina North Church Street, Suite C Greenville, SC 29601 *** 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
response to the Revdex.com complaint received on March 13, 2018, regarding the subject property. The Bank of *** *** *** FKA The Bank of *** *** as Trustee for the Certificateholders of *** Inc., ***-*** *** *** 2004-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 July 15, 2016. Please note, 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 dischargedThe mortgage lien on the property survived the discharge and Shellpoint is servicing the loan according to the original agreement to protect the creditor’s interest in the property. 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. Upon review of the correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to todayWe have enclosed a copy of our response as we feel it addresses the same concerns expressed in the above-referenced case. Additionally, please be advised, Shellpoint is not reporting information to the Consumer Reporting Agencies due to the discharged bankruptcy on the loan. 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 find that this resolution is satisfactory to me.
Regards,
*** *** My payments was always because I forgot to pay 77cent they didn't apply my money don't make sense an I spoke to them an they got update number they messing up my credit I even sent them the judgment if I send in a payment for Feb it should apply to Feb when they held my money they report to credit bureau as if I was late an the whole time they held it over 77cent that's wrong of them