RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Dr *** ***, IL 60133 Dear *** ***: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on November 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 April 30, 2015. 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 want your loan reanalyzed because you obtained a new insurance policy, which was significantly less than the former policyFurthermore, you want any overage retuned to you. Please be advised, unless there are unique circumstances, loans are only analyzed once per yearAt that time, if there is an overage, it is returned to the homeownerHowever, as you previously requested, a new escrow analysis has been performed on your loanThe new analysis is dated November 9, (enclosed)As a result of the new analysis, your monthly payment amount has increased from $to $This is because we anticipated your county tax disbursement to be $1,191.95; however, the true amount disbursed was $1,530.85, which caused the balance of the escrow account to be negative $57.48. Additionally, there is a cushion calculation figured into your escrow balanceA cushion is an additional amount of funds held in your escrow in order to prevent the balance from becoming overdrawn when an increase in the disbursement amount occurs (as stated above)Because New Penn has no control over your tax amounts or insurance premiums, your escrow balance contains a cushion of $535.52. We apologize for any confusion surrounding your escrow account; however, New Penn has determined there have been no errors regarding the servicing of the escrow accountYou 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
RE: Complaint ID: ***, *** *** Property Address: *** *** Drive, California, MD 20619 Reference Numbers: *** * ***
Dear *** ***: This letter is in response to the complaint submitted March 10, 2017, regarding the above referenced loans
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loans on or about March 1, 2014. Shellpoint is aware that these loans were included in a Chapter BankruptcyOur records indicate you intended to retain the property and your personal liability, as well as the lien on the property, was maintained upon completion of your Chapter planAs such, Shellpoint will continue to service the loan in accordance with the original agreement and protect the investor’s rights in the associated property. 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 are continually harassing both her and her spouse by calling them on their cell phones for payment before the grace period is over, on both of the above-referenced loansAdditionally, she states she has requested to receive monthly statements on loan number ***; however, she has not received them. Upon receipt of the complaint, Shellpoint’s Compliance department contacted Ms*** on March 13, During the call, Ms*** was advised we would research the issues contained in her complaint and she would receive written response within five to seven business days, which she acknowledged she understood. Due to an inadvertent oversight, loan *** was not updated after the bankruptcy discharge to show that Ms***’ personal liability was retained and we could begin sending billing *** statementsWe would like to apologize for any inconvenience this has causedThe loan has been updated so she will now receive monthly statements on this account. Ms***’ monthly payment amount on loan *** is $1,The monthly payment amount on loan *** is $The payment due dates for both loans is the first (1st) of the monthHowever, Shellpoint doesn’t assess a late charge until the 16th of the monthThis is the grace periodThe full payment must be received on or before the 16th of the month to avoid late charges. Regarding our courtesy calls, according to Shellpoint’s records, on August 5, 2016, Ms*** confirmed with our Loss Mitigation agent that telephone number ***, the cell number on file for her, was a good number to call using our automatic telephone dialing system; therefore, the number was marked as suchWe have updated this number to a “Do Not Call” statusAdditionally, we have updated Ms***’ spouse’s cell number on file to “Do Not Call” as wellWe have updated her land line so that the automated dialer calls will be suppressed. Again we apologize for the delay in sending billing statements for the second mortgage ***. If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF* Shellpoint Mortgage Servicing ***.com Regulatory Fax: (***
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 have determined that this does not resolve my complaint.
I will look for the letter, but two years ago I faxed a written request to the company stating I no longer
desired to keep the home and that it was my desire to foreclose on it The company has not worked with me in the status of the home and has not until recently told me I needed to waive my rights under SCRA still to move forward with the foreclosure Still at this point the will not refer it and no one has lived in the house for over years at this point They send me pictures of the house and it has been vandalized and yet they will not foreclose I have attached a part of my credit report that shows in May, they changed the status of the house to bank adjusted/deed in lieu/bank liquidated When I tried to buy my own home, this prevented me from getting a loan, even backed by the VA
Regards,
*** ***
RE: Revdex.com Case #: ***, *** Reference #: *** Account #: xxxx*** Property: *** *** St ***, NY 12303 Dear Ms***: This letter is in response to the Revdex.com complaint received on July 10, 2017, regarding the subject
property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 21, 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. Per the complaint, Ms*** states that she had a tenant occupying the above-referenced property, and they moved out without paying rent for December and January She states she has been submitting payments during the months she wants the payments applied to, and the only missing months are December and January Lastly, she states that she has been making payments since February 2017; however, we have been reporting her late to the credit bureausShe feels this is an error and wants Shellpoint to correct it. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms*** to discuss the complaint and resolution with her; however, none of the telephone numbers we have on file for Ms*** are in working orderPlease advised her to contact our Customer Service Department at 800-*** to update her account. In accordance with the enclosed Note and Deed of Trust, which comprise the mortgage contract, payments are applied to the month that is due, not the month the payment is received inTherefore, when funds in the amount of $1,were received on February 10, 2017, they were posted to the December 1, contractual installment, not the February 1, 2017, installment because that was the contractual payment that was dueThe mortgage contract does not allow the homeowner to skip paymentsThey would need to apply and be approved for a deferral, which did not occur on this loan. When funds in the amount of $1,and $137.00, respectively, were received on March 16, 2017, it was not enough to apply to a full monthly payment; therefore, it was placed in the unapplied accountWhen funds in the amount of $1,137.71 were received on April 7, 2017, they were applied to the January 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,were taken from the unapplied account and posted as a short payment with an effective date of April 7, These funds were posted to the February 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,were received and posted to the March 1, 2017, installmentOn June 19, 2017, funds in the amount of $1,were received and applied to the April 1, 2017, contractual installment, with an effective date of June 17, 2017. The loan is due for the May 1, 2017, contractual installment in the amount of $1,137.71. Shellpoint maintains we have reported this loan correctly to the Consumer Reporting Agencies (“CRA’s”), in accordance with the terms of the mortgage contract and Fair Debt Collections Practices Act (“FDCPA”) guidelines. Please be advised, when a loan is not paid by the end of the grace period, which is the sixteenth (16th) of each month, late fees are assessedThere are late fees in the amount of $that have been assessed to the loanThese fees are valid and will not be waived. Once a loan becomes forty-five (45) days past due, Shellpoint has the right to perform a property inspection and another inspection every thirty (30) days until the loan becomes currentThis is to protect the lender’s investment and to ensure the property is being maintainedThere are Property Inspection fees in the amount of $that have been assessed to the loan. These fees are valid and will not be waived. Shellpoint has determined that we have applied all payments correctly and reported information to the CRA’s correctlyMs. *** has the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary, Note and Deed of Trust, for her records. Should you have further questions, you may contact me at 864-***. Sincerely, Lisa F* Compliance Department Enclosures
RE: Complaint ID: *** *** *** Property Address: *** *** Avenue, ***, SC 29388 Reference Number: 0*** *** *** Dear *** ***: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loan
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 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*** has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly paymentsHowever, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loanAs a courtesy, Shellpoint gave her a three (3) month extensionFurthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every dayShe is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. *** on January 25, 2017; however, we were unable to reach herWe are here to take her calls during the hours listed aboveShe may also request a specific date and time she would prefer we call her. Please be advised, Ms***’s SPOC, Denis C***, attempted to contact her multiple times throughout the months of December and January and was unable to reach her until Ms*** called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms*** on November 7, 2006, paragraph two (2) states: *** “On December 1, (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms***’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metroformat and in compliance with the Fair Credit Reporting Act (“FCRA”)Per the FCRA, Shellpoint must report true and accurate information regarding the loanShellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurredEnclosed is a copy of the Note and payment history. We 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 regulatory*** Regulatory Fax: (*** Enclosures: Note and payment history
RE: Complaint ID: *** *** *** Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced
loan on or about December 16, 2015. 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 receipt of the complaint, Shellpoint attempted to contact Mr*** on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, *** *** *** P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr***’s attorney, which we responded to via email (***com) on August 24, Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing ***.com Regulatory Fax: (***
December 06, 2017 *** *** *** *** *** *** *** North *** *** ***, FL 33418 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** ** *** Dr ***, FL 34997 Dear *** *** and *** ***: This letter is in response to the complaint forwarded from the Revdex.com of Upstate South Carolina on December 4, 2017, regarding the subject property*** 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. 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 state Shellpoint has been calling several times a day regarding the loan we are servicing, despite your request that we do not call youAdditionally, you are disputing the validity of the debt, as you received a Satisfaction of Mortgage over a year ago, which you recently provided to us, and Shellpoint has just recently began calling you demanding paymentYou state documents sent to you by Shellpoint were to the incorrect address, although the Satisfaction of Mortgage was sent to the correct address. Please be advised, Shellpoint has been calling you since January when the loan became delinquentHowever, per your request, the loan has now been updated so you will no longer receive telephone callsYou will only receive communications from us in writing. Shellpoint updated your mailing address on November 16, 2017, to *** ***th *** *** *** *** ***, FL 33418. The previous address we had on file was *** ** *** Drive, *** FL 34997-1541, which is where monthly statements and other correspondence were sent. As you were advised in our previous responses directly to you, Shellpoint is not affiliated with ***Additionally, the document you provided as the Satisfaction of Mortgage was a cover page and not the actual SatisfactionThese documents are enclosed for your review. Please be advised, the loan we are servicing is a Promissory Note you signed on January 10, 2011, not a mortgageThe loan originated with *** *** Insurance Corporation (“***”) in the amount of $40,A copy of the Note is enclosed for your recordsPlease see the information below regarding the loan we are servicing. As of the date of this communication, your principal balance is $24,Please note, this amount does not include any interest, fees, debits, credits that may have accrued to dateBecause interest, payments, credits, fees, and/or other permissible charges can continue to cause the loan balance to vary from day to day, you should contact us at 800-*** to determine the exact balancePer your request, please review the following loan information: *** The current owner of this loan is *** and their address is: Mailing Address: *** ** *** Ave ***, WI 53202 This loan was originated with *** *** Insurance Corporation and was originated on January 10, 2011. The term of the loan is months. The original amount of the principal obligation under the mortgage was: $40,000.00. There is no escrow account on the loan. The current interest rate is: 0.000%. Payments are to be made on the of each month, beginning April 01, 2011, plus any remaining amount due on the maturity date of March 01, 2026. The date of last full payment was: November 01, 2016. As of the date of this letter, the loan is due for the payment due January 01, 2017. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loanIn addition to the above-referenced documents, enclosed is a copy of the Loan History Summary for your records. If you can provide proof that this loan has been satisfied in full, please submit documentation and we will research it. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in...
coverage, previous policy was canceled on 07/31/17 and replaced with another one right away. New policy declaration page is attached. Therefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted], CA 90019 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 20, 2017, regarding the subject property. [redacted] Acquisition Corp is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 01, 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, Ms. [redacted] states her loan servicing was transferred from Shellpoint to [redacted] Trust Company (“[redacted]”) in April 2017. However, her April 2017 payment was drafted by Shellpoint, not the new servicer. She states she has made several calls and has been told the funds were transferred, but [redacted] states they have never received them. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on June 20, 2017, to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to the transaction history on the loan, it shows that funds in the amount of $3,557.20 were wired to [redacted]’s bank, [redacted] First Savings Bank, on April 17, 2017. When Ms. [redacted] called our Customer Service Center on May 22, 2017, she was provided this information. However, upon subsequent calls from Ms. [redacted], Shellpoint conducted further research into the matter and determined there had been an error with the batch number that was wired on April 17, 2017. A Customer Service Supervisor tried to contact Ms. [redacted] on June 14, 2017 to let her know funds were being send to [redacted] that day, but they were unable to reach her. Although the funds showed being disbursed on April 17, 2017, they were not picked up in the transfer report. Therefore, funds in the amount of $3,557.20 were wired in a disbursement batch to [redacted] First Savings Bank on June 14, 2017. We apologize to Ms. [redacted] for any inconvenience regarding the transfer of her April 2017 payment to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization. Should there be any further questions, you may contact me directly at 864-[redacted]. Sincerely, [redacted] Lisa F[redacted] Compliance Department
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX 77328 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject...
property. [redacted] Insurance Company is currently the owner of the loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, 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. [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted]. When payment was submitted, he indicated that loan number on the payment check. Later, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted]. Mr. [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious means. He is further concerned about information reported to the credit agencies. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr. [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. During the research of this complaint, it was discovered that Mr. [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loan. We apologize for this error. According to Shellpoint records, Mr. [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issue. Once the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ([redacted]) were applied to the correct loan number ([redacted]). The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially received. A copy of the Loan History Summary is enclosed, and shows these transactions on the loan. As stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”). Therefore, we have not reported this loan to the CRA’s or assessed any late fees. We apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr. [redacted]’s loan. 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 [redacted] upon consumer concerns. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. 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. [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
March 26, 2018 [redacted]th St [redacted], NY 11434 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted]Th St [redacted], NY 11434 Dear [redacted]: This letter is in response to the Revdex.com...
complaint received on March 19, 2018, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about April 02, 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 state Shellpoint violated your rights by divulging personal information to a third party. Additionally, you state Shellpoint is refusing to pay your loss draft claim and keeping the funds because you are in arrears on the above-referenced loan. Lastly, you state you are trying to obtain a loan modification; however, Shellpoint is in violation of Real Estate Settlement Procedures Act (“RESPA”) guidelines. According to Shellpoint’s records, Shellpoint received a loss draft claim from you on September 28, 2017. On September 29, 2017, you contacted Shellpoint requesting information regarding the claims process, and you were advised of the monitored claims process. A loss draft check in the amount of $13,797.40 was received from you and deposited on October 5, 2017. At that time, you were advised it would be 3-5 days before the funds would be released to you. Upon receipt of the Owner’s Affidavit and Letter of Satisfaction, a disbursement in the amount of $12,417.66 was requested to be sent to you on October 10, 2017. On November 16, 2017, Shellpoint received inspection results showing the repairs were 100% complete, and on November 27, 2017 you were advised that because the loan was behind on payments, Shellpoint was unable to disburse the remaining funds to you. You were also reminded the payment received on October 6, 2017 in the amount of $1,972.31 was returned due to Non-Sufficient Funds (“NSF”). You inquired what would happen to the funds if the loan was not brought current, and we advised the funds would be posted to the Unpaid Principal Balance (“UPB”) on the loan. At that time, you stated you would make a payment. We asked that you contact us when the payment was made; however, you declined and stated you would contact your lawyer instead. Since we had not heard from you, Shellpoint began trying to contact you in January 2018 regarding the remaining funds. You were advised in an email dated January 19, 2018 that in order to disburse the remaining funds to the contractor, additional documentation was required. Due to a lack of response, we mailed you a letter dated February 7, 2018 stating we needed instructions from you in order to process the funds, and if we had no response within 30 days, the funds would be applied to the UPB on the loan. On February 28, 2018, a third-party contractor contacted Shellpoint; however, the Third-Party Authorization form received from you dated December 13, 2017, did not allow us to communicate directly with them, but only to pay the third party and to [redacted] send disbursements directly to them. They were advised we could only communicate with them with your authorization. The contractor attempted a three-way call with you, but they were unable to contact you. Due to your lack of communication regarding the funds, the claim was closed on March 8, 2018 and a request was made to have the funds posted to the loan. On March 9, 2018, Shellpoint received an updated Third-Party Authorization form allowing us to communicate directly with the contractor. Shortly after we received the Authorization, the contractor called inquiring about the status of the funds. They were advised the funds were applied to the loan since we had received no instructions from you as to how you would like for Shellpoint to process the remaining funds. Since it was not enough to post a full monthly payment, funds in the amount of $1,390.18 were posted to the unapplied account on March 13, 2018. According to the information provided above, Shellpoint obtained your authorization before disclosing any information regarding the loan or the remaining loss draft funds, and no information was divulged without your authorization. Furthermore, the third party was only advised the funds were posted to the loan due to lack of communication from you, not because the loan was in arrears. On March 16, 2018, Shellpoint received a Cease & Desist Retraction from your Attorney, [redacted] Law, P.C., which allows us to correspond directly with you regarding the above-referenced loan. The loan has been updated accordingly. Loss Mitigation records indicate you are currently working on a loan modification at this time. Because you have not provided any specific information regarding your concerns with the loan modification process, we are unable to respond to that matter. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed are copies of the Loan History Summary, Third Party Authorizations and the No Contact Letter. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
SHellpoint has not resolved my complaint. I have been calling them over the past few days to speak with some one...
and have gotten the run around every time. They say that they are investigating and when I call Shell point (using the number on the letter) to explain what actions I plan to take to aid them in their investigation, they keep me on hold for hours and when they finally come back on to the phone, I am mysteriously disconnected. I called today. I called Monday. I called Friday. I called Saturday. the same thing happened each time. And, now they are saying that time has run out for my response. I responded right away by phone. My plan was to fax them information to aid in their 'investigation', but we have been snowed in here in Memphis. So I did not have transportation. I had planned to fax documents to them.
Regards,
[redacted]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment.
Regards,
[redacted]
March 09, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Complainant: [redacted] Property: [redacted] Court [redacted], VA 23320 Dear Ms. R[redacted]: This letter is in response to the Revdex.com complaint received on January 29, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 16, 2017. Ms. [redacted] stated in the complaint, I was told by Shellpoint to make a payment on March 1, 2018. I then obtained a letter of resolution to my CFPB complaint and the Revdex.com that no new trial payments would be required. I then attempted to contact Shellpoint to clarify if I needed to pay on March 1, 2018, to no avail. I received a call from Ms. B[redacted] on March 2, 2018 answering my questions regarding the March payment. I was then informed that I did not have to pay on March 1, 2018. At the time of that conversation the funds were still pending in my bank account. As of March 4, 2018, the funds were withdrawn. May Shellpoint please refund my money or apply those funds to the April payment. Shellpoint regrets any confusion she has experienced throughout this process. As she mentioned, prior to Shellpoint’s previous response to the complaint forward to our office by way of your office she was advised by Shellpoint’s Loss Mitigation Department that a new trial period was required. However, as previously conveyed Shellpoint consulted with the owner of the loan and was able to obtain approval to waive the trial period previously communicated to Ms. [redacted]. As such, the March 2018 payment was not required as the first modified loan payment would not be due until April 1, 2018. Our records indicate that Ms. [redacted] contacted our office on March 1, 2018, to schedule a payment. At this time, Shellpoint is preparing both the modification and assumption agreement for Ms. [redacted]. We are in receipt of Ms. [redacted]’s recent payment, and Shellpoint will ensure those funds are applied toward the first payment that will be due under the loan modification offer. After the loan modification process is fully complete, Ms. [redacted]’s first payment will be due on May 1, 2018; however, Ms. [redacted] should know that the loan modification documentation will still indicate that the modified loan terms will be effective with the April 1, 2018 installment. We hope this information is satisfactory to Ms. [redacted]. If Ms. [redacted] has further questions on the matter, we respectfully request that she contacts Brenda V[redacted] via telephone at (866) [redacted], extension [redacted]. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at [redacted]@shellpointmtg.com. Sincerely, Wendell H[redacted], Jr. 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 purpose. This 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 loan. This 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 362 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.
June 7, 2018 [redacted] PO Box [redacted], NC 27717 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Road [redacted], NC 27707 Dear [redacted]: This letter is in response to the Revdex.com complaint received on June 7, 2018, regarding the subject property. [redacted] Life Insurance Company is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about January 19, 2018. 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 your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we responded to on June 6, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Please be advised, the $35.00 Non-Sufficient Funds (“NSF”) fee you were to be refunded was processed back to your account via Automated Clearing House (“ACH”) on June 7, 2018. Enclosed is a copy of the Loan History Summary reflecting this transaction. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 408 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 purpose. This communication is from a debt collector. [redacted] 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 loan. This 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 362 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. Shellpoint Mortgage Servicing is licensed to service mortgages in North Carolina by the North Carolina Commissioner of Banks as New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing under license [redacted] (NMLS# [redacted]). If you have a complaint regarding the servicing of your mortgage loan that you feel is not properly addressed by Shellpoint Mortgage Servicing, you may file that complaint with the North Carolina Commissioner of Banks by calling 888.[redacted] or by visiting www.NCCOB.gov. The North Carolina Department of Insurance Permit Numbers for our offices are as follows: [redacted] Place, Suite [redacted], Greenville, South Carolina 29601 - Permit Number [redacted]. If you believe the loss mitigation request has been wrongly denied, you may file a complaint with the North Carolina Office of the Commissioner of Banks website, www.nccob.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 service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.
I already made my October mortgage payment by check. According to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, 2017. However, an UNAUTHORIZED deduction was attempted on October 15th, 2017 resulting in a fee of $20. In addition, I am...
fearful that my property tax due in December, 2017 will not be made on time. This past year TWO TAX payments were months late. Refund the $20 charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwards. START my automatic deductions on November 15th, 2017 as is stated on my account on-line. PAY MY PROPERTY TAXES ON TIME next month.
October 26, 2017[redacted] [redacted], WA 98671RE: Revdex.com Case # [redacted]Reference # [redacted] Account #: xxxx[redacted] Property: [redacted], WA 98671Dear [redacted] and [redacted]:This letter is in response to the Better Business...
Bureau of the Upstate of South Carolina complaint received on October 17, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about September 03, 2016.Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns.Per the complaint, you stated that you have a $38,000.00 insurance claim and New Penn is holding the money. You stated that your first draw should be around $12,500.00, and you need to replace the kitchen and dining room.According to New Penn’s records, funds in the amount of $38,713.06 were received on October 5, 2017. Due to the amount of the claim, and the unpaid principal balance on the loan, New Penn must handle the claim according to the “monitored” claims process. This means that if your loss is greater than $10,000.00, New Penn reserves the right, pursuant to the Security Instrument securing the mortgage lien, to hold funds in a loss draft account, thus ensuring the repairs to your property are completed. New Penn will release the initial draw to begin repairs, and then we will monitor the repairs process via property inspections to verify the repairs are being completed according to the contract and in compliance with the local building codes. Inspections are to be completed at 50% (or greater) of the repairs and at the completion of the repairs.Before the initial draw can be made, the following documentation is required from you:• Claim check endorsed by all payees listed on the check.• Provide a copy of the insurance adjuster’s estimate listing the identified damages and the amount covered by your insurance company.• Sign the enclosed Owner’s Affidavit and have your signature notarized.• Provide a copy of the signed contract between you and the contractor listing:a. all the repairs that will be performed b. the total cost to complete the repairs c. the estimated time required to complete the repairs d. Repairs must be completed by a licensed contractor• Provide a signed W-9 form from your contractor (a blank copy is included for your convenience).• Contractor’s license and contractor’s proof of insurance.Our insurance division previously provided you with these requirements and details for this process.Once the above-referenced documents were received, one-third of the funds in the amount of $12,904.35 were disbursed on October 17, 2017. Additionally, on October 19, 2017, New Penn received approval to disburse additional funds in the amount of $4,451.86 to purchase flooring and $6,263.83 for countertops to be installed.As stated above, funds are not usually released until inspections are ordered to determine if the property is being repaired correctly; however, after receiving permission from the investor, we were allowed to disburse the additional funds for the flooring and countertops. Unless special circumstances arise, in the future, disbursements will be made only after inspections are completed, per the normal loss draft process.The loan is due for the November 1, 2017, installment.New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary reflecting loss draft transactions for your records.Should you have further questions, you may contact me directly at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosureHours of Operation (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.
January 08, 2018[redacted] Rd [redacted], VA 23114RE: Revdex.com Case #: [redacted]Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Rd[redacted], VA 23114Dear [redacted] and [redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case.Should you have further questions, you may contact your Bankruptcy Case Manager, Kim R[redacted], at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosuresPlease read the following important notices as they may affect your rights.This is an attempt to collect a debt and any information obtained will be used for that purpose. This 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 loan. This 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 362 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 provideimportant protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.Hours of Operation (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.
RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** Dr *** ***, IL 60133 Dear *** ***: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on November 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 April 30, 2015. 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 want your loan reanalyzed because you obtained a new insurance policy, which was significantly less than the former policyFurthermore, you want any overage retuned to you. Please be advised, unless there are unique circumstances, loans are only analyzed once per yearAt that time, if there is an overage, it is returned to the homeownerHowever, as you previously requested, a new escrow analysis has been performed on your loanThe new analysis is dated November 9, (enclosed)As a result of the new analysis, your monthly payment amount has increased from $to $This is because we anticipated your county tax disbursement to be $1,191.95; however, the true amount disbursed was $1,530.85, which caused the balance of the escrow account to be negative $57.48. Additionally, there is a cushion calculation figured into your escrow balanceA cushion is an additional amount of funds held in your escrow in order to prevent the balance from becoming overdrawn when an increase in the disbursement amount occurs (as stated above)Because New Penn has no control over your tax amounts or insurance premiums, your escrow balance contains a cushion of $535.52. We apologize for any confusion surrounding your escrow account; however, New Penn has determined there have been no errors regarding the servicing of the escrow accountYou 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
RE: Complaint ID: ***, *** *** Property Address: *** *** Drive, California, MD 20619 Reference Numbers: *** * ***
* Shellpoint Mortgage Servicing ***.com Regulatory Fax: (***
Dear *** ***: This letter is in response to the complaint submitted March 10, 2017, regarding the above referenced loans
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loans on or about March 1, 2014. Shellpoint is aware that these loans were included in a Chapter BankruptcyOur records indicate you intended to retain the property and your personal liability, as well as the lien on the property, was maintained upon completion of your Chapter planAs such, Shellpoint will continue to service the loan in accordance with the original agreement and protect the investor’s rights in the associated property. 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 are continually harassing both her and her spouse by calling them on their cell phones for payment before the grace period is over, on both of the above-referenced loansAdditionally, she states she has requested to receive monthly statements on loan number ***; however, she has not received them. Upon receipt of the complaint, Shellpoint’s Compliance department contacted Ms*** on March 13, During the call, Ms*** was advised we would research the issues contained in her complaint and she would receive written response within five to seven business days, which she acknowledged she understood. Due to an inadvertent oversight, loan *** was not updated after the bankruptcy discharge to show that Ms***’ personal liability was retained and we could begin sending billing *** statementsWe would like to apologize for any inconvenience this has causedThe loan has been updated so she will now receive monthly statements on this account. Ms***’ monthly payment amount on loan *** is $1,The monthly payment amount on loan *** is $The payment due dates for both loans is the first (1st) of the monthHowever, Shellpoint doesn’t assess a late charge until the 16th of the monthThis is the grace periodThe full payment must be received on or before the 16th of the month to avoid late charges. Regarding our courtesy calls, according to Shellpoint’s records, on August 5, 2016, Ms*** confirmed with our Loss Mitigation agent that telephone number ***, the cell number on file for her, was a good number to call using our automatic telephone dialing system; therefore, the number was marked as suchWe have updated this number to a “Do Not Call” statusAdditionally, we have updated Ms***’ spouse’s cell number on file to “Do Not Call” as wellWe have updated her land line so that the automated dialer calls will be suppressed. Again we apologize for the delay in sending billing statements for the second mortgage ***. If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF
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 have determined that this does not resolve my complaint.
I will look for the letter, but two years ago I faxed a written request to the company stating I no longer
desired to keep the home and that it was my desire to foreclose on it The company has not worked with me in the status of the home and has not until recently told me I needed to waive my rights under SCRA still to move forward with the foreclosure Still at this point the will not refer it and no one has lived in the house for over years at this point They send me pictures of the house and it has been vandalized and yet they will not foreclose I have attached a part of my credit report that shows in May, they changed the status of the house to bank adjusted/deed in lieu/bank liquidated When I tried to buy my own home, this prevented me from getting a loan, even backed by the VA
Regards,
*** ***
RE: Revdex.com Case #: ***, *** Reference #: *** Account #: xxxx*** Property: *** *** St ***, NY 12303 Dear Ms***: This letter is in response to the Revdex.com complaint received on July 10, 2017, regarding the subject
* Compliance Department Enclosures
property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 21, 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. Per the complaint, Ms*** states that she had a tenant occupying the above-referenced property, and they moved out without paying rent for December and January She states she has been submitting payments during the months she wants the payments applied to, and the only missing months are December and January Lastly, she states that she has been making payments since February 2017; however, we have been reporting her late to the credit bureausShe feels this is an error and wants Shellpoint to correct it. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms*** to discuss the complaint and resolution with her; however, none of the telephone numbers we have on file for Ms*** are in working orderPlease advised her to contact our Customer Service Department at 800-*** to update her account. In accordance with the enclosed Note and Deed of Trust, which comprise the mortgage contract, payments are applied to the month that is due, not the month the payment is received inTherefore, when funds in the amount of $1,were received on February 10, 2017, they were posted to the December 1, contractual installment, not the February 1, 2017, installment because that was the contractual payment that was dueThe mortgage contract does not allow the homeowner to skip paymentsThey would need to apply and be approved for a deferral, which did not occur on this loan. When funds in the amount of $1,and $137.00, respectively, were received on March 16, 2017, it was not enough to apply to a full monthly payment; therefore, it was placed in the unapplied accountWhen funds in the amount of $1,137.71 were received on April 7, 2017, they were applied to the January 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,were taken from the unapplied account and posted as a short payment with an effective date of April 7, These funds were posted to the February 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,were received and posted to the March 1, 2017, installmentOn June 19, 2017, funds in the amount of $1,were received and applied to the April 1, 2017, contractual installment, with an effective date of June 17, 2017. The loan is due for the May 1, 2017, contractual installment in the amount of $1,137.71. Shellpoint maintains we have reported this loan correctly to the Consumer Reporting Agencies (“CRA’s”), in accordance with the terms of the mortgage contract and Fair Debt Collections Practices Act (“FDCPA”) guidelines. Please be advised, when a loan is not paid by the end of the grace period, which is the sixteenth (16th) of each month, late fees are assessedThere are late fees in the amount of $that have been assessed to the loanThese fees are valid and will not be waived. Once a loan becomes forty-five (45) days past due, Shellpoint has the right to perform a property inspection and another inspection every thirty (30) days until the loan becomes currentThis is to protect the lender’s investment and to ensure the property is being maintainedThere are Property Inspection fees in the amount of $that have been assessed to the loan. These fees are valid and will not be waived. Shellpoint has determined that we have applied all payments correctly and reported information to the CRA’s correctlyMs. *** has the right to request documentation supporting this determinationEnclosed is a copy of the Loan History Summary, Note and Deed of Trust, for her records. Should you have further questions, you may contact me at 864-***. Sincerely, Lisa F
RE: Complaint ID: *** *** *** Property Address: *** *** Avenue, ***, SC 29388 Reference Number: 0*** *** *** Dear *** ***: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loan
* Shellpoint Mortgage Servicing regulatory*** Regulatory Fax: (*** Enclosures: Note and payment history
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 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*** has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly paymentsHowever, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loanAs a courtesy, Shellpoint gave her a three (3) month extensionFurthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every dayShe is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. *** on January 25, 2017; however, we were unable to reach herWe are here to take her calls during the hours listed aboveShe may also request a specific date and time she would prefer we call her. Please be advised, Ms***’s SPOC, Denis C***, attempted to contact her multiple times throughout the months of December and January and was unable to reach her until Ms*** called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms*** on November 7, 2006, paragraph two (2) states: *** “On December 1, (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms***’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metroformat and in compliance with the Fair Credit Reporting Act (“FCRA”)Per the FCRA, Shellpoint must report true and accurate information regarding the loanShellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurredEnclosed is a copy of the Note and payment history. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF
RE: Complaint ID: *** *** *** Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced
loan on or about December 16, 2015. 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 receipt of the complaint, Shellpoint attempted to contact Mr*** on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, *** *** *** P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr***’s attorney, which we responded to via email (***com) on August 24, Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at ***. Sincerely, ** *** Shellpoint Mortgage Servicing ***.com Regulatory Fax: (***
December 06, 2017 *** *** *** *** *** *** *** North *** *** ***, FL 33418 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** ** *** Dr ***, FL 34997 Dear *** *** and *** ***: This letter is in response to the complaint forwarded from the Revdex.com of Upstate South Carolina on December 4, 2017, regarding the subject property*** 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. 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 state Shellpoint has been calling several times a day regarding the loan we are servicing, despite your request that we do not call youAdditionally, you are disputing the validity of the debt, as you received a Satisfaction of Mortgage over a year ago, which you recently provided to us, and Shellpoint has just recently began calling you demanding paymentYou state documents sent to you by Shellpoint were to the incorrect address, although the Satisfaction of Mortgage was sent to the correct address. Please be advised, Shellpoint has been calling you since January when the loan became delinquentHowever, per your request, the loan has now been updated so you will no longer receive telephone callsYou will only receive communications from us in writing. Shellpoint updated your mailing address on November 16, 2017, to *** ***th *** *** *** *** ***, FL 33418. The previous address we had on file was *** ** *** Drive, *** FL 34997-1541, which is where monthly statements and other correspondence were sent. As you were advised in our previous responses directly to you, Shellpoint is not affiliated with ***Additionally, the document you provided as the Satisfaction of Mortgage was a cover page and not the actual SatisfactionThese documents are enclosed for your review. Please be advised, the loan we are servicing is a Promissory Note you signed on January 10, 2011, not a mortgageThe loan originated with *** *** Insurance Corporation (“***”) in the amount of $40,A copy of the Note is enclosed for your recordsPlease see the information below regarding the loan we are servicing. As of the date of this communication, your principal balance is $24,Please note, this amount does not include any interest, fees, debits, credits that may have accrued to dateBecause interest, payments, credits, fees, and/or other permissible charges can continue to cause the loan balance to vary from day to day, you should contact us at 800-*** to determine the exact balancePer your request, please review the following loan information: *** The current owner of this loan is *** and their address is: Mailing Address: *** ** *** Ave ***, WI 53202 This loan was originated with *** *** Insurance Corporation and was originated on January 10, 2011. The term of the loan is months. The original amount of the principal obligation under the mortgage was: $40,000.00. There is no escrow account on the loan. The current interest rate is: 0.000%. Payments are to be made on the of each month, beginning April 01, 2011, plus any remaining amount due on the maturity date of March 01, 2026. The date of last full payment was: November 01, 2016. As of the date of this letter, the loan is due for the payment due January 01, 2017. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loanIn addition to the above-referenced documents, enclosed is a copy of the Loan History Summary for your records. If you can provide proof that this loan has been satisfied in full, please submit documentation and we will research it. Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F
* Compliance Department Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in...
coverage, previous policy was canceled on 07/31/17 and replaced with another one right away. New policy declaration page is attached. Therefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted], CA 90019 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 20, 2017, regarding the subject property. [redacted] Acquisition Corp is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 01, 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, Ms. [redacted] states her loan servicing was transferred from Shellpoint to [redacted] Trust Company (“[redacted]”) in April 2017. However, her April 2017 payment was drafted by Shellpoint, not the new servicer. She states she has made several calls and has been told the funds were transferred, but [redacted] states they have never received them. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on June 20, 2017, to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to the transaction history on the loan, it shows that funds in the amount of $3,557.20 were wired to [redacted]’s bank, [redacted] First Savings Bank, on April 17, 2017. When Ms. [redacted] called our Customer Service Center on May 22, 2017, she was provided this information. However, upon subsequent calls from Ms. [redacted], Shellpoint conducted further research into the matter and determined there had been an error with the batch number that was wired on April 17, 2017. A Customer Service Supervisor tried to contact Ms. [redacted] on June 14, 2017 to let her know funds were being send to [redacted] that day, but they were unable to reach her. Although the funds showed being disbursed on April 17, 2017, they were not picked up in the transfer report. Therefore, funds in the amount of $3,557.20 were wired in a disbursement batch to [redacted] First Savings Bank on June 14, 2017. We apologize to Ms. [redacted] for any inconvenience regarding the transfer of her April 2017 payment to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization. Should there be any further questions, you may contact me directly at 864-[redacted]. Sincerely, [redacted] Lisa F[redacted] Compliance Department
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX 77328 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject...
property. [redacted] Insurance Company is currently the owner of the loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, 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. [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted]. When payment was submitted, he indicated that loan number on the payment check. Later, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted]. Mr. [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious means. He is further concerned about information reported to the credit agencies. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr. [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. During the research of this complaint, it was discovered that Mr. [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loan. We apologize for this error. According to Shellpoint records, Mr. [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issue. Once the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ([redacted]) were applied to the correct loan number ([redacted]). The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially received. A copy of the Loan History Summary is enclosed, and shows these transactions on the loan. As stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”). Therefore, we have not reported this loan to the CRA’s or assessed any late fees. We apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr. [redacted]’s loan. 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 [redacted] upon consumer concerns. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. 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. [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
March 26, 2018 [redacted]th St [redacted], NY 11434 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted]Th St [redacted], NY 11434 Dear [redacted]: This letter is in response to the Revdex.com...
complaint received on March 19, 2018, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about April 02, 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 state Shellpoint violated your rights by divulging personal information to a third party. Additionally, you state Shellpoint is refusing to pay your loss draft claim and keeping the funds because you are in arrears on the above-referenced loan. Lastly, you state you are trying to obtain a loan modification; however, Shellpoint is in violation of Real Estate Settlement Procedures Act (“RESPA”) guidelines. According to Shellpoint’s records, Shellpoint received a loss draft claim from you on September 28, 2017. On September 29, 2017, you contacted Shellpoint requesting information regarding the claims process, and you were advised of the monitored claims process. A loss draft check in the amount of $13,797.40 was received from you and deposited on October 5, 2017. At that time, you were advised it would be 3-5 days before the funds would be released to you. Upon receipt of the Owner’s Affidavit and Letter of Satisfaction, a disbursement in the amount of $12,417.66 was requested to be sent to you on October 10, 2017. On November 16, 2017, Shellpoint received inspection results showing the repairs were 100% complete, and on November 27, 2017 you were advised that because the loan was behind on payments, Shellpoint was unable to disburse the remaining funds to you. You were also reminded the payment received on October 6, 2017 in the amount of $1,972.31 was returned due to Non-Sufficient Funds (“NSF”). You inquired what would happen to the funds if the loan was not brought current, and we advised the funds would be posted to the Unpaid Principal Balance (“UPB”) on the loan. At that time, you stated you would make a payment. We asked that you contact us when the payment was made; however, you declined and stated you would contact your lawyer instead. Since we had not heard from you, Shellpoint began trying to contact you in January 2018 regarding the remaining funds. You were advised in an email dated January 19, 2018 that in order to disburse the remaining funds to the contractor, additional documentation was required. Due to a lack of response, we mailed you a letter dated February 7, 2018 stating we needed instructions from you in order to process the funds, and if we had no response within 30 days, the funds would be applied to the UPB on the loan. On February 28, 2018, a third-party contractor contacted Shellpoint; however, the Third-Party Authorization form received from you dated December 13, 2017, did not allow us to communicate directly with them, but only to pay the third party and to [redacted] send disbursements directly to them. They were advised we could only communicate with them with your authorization. The contractor attempted a three-way call with you, but they were unable to contact you. Due to your lack of communication regarding the funds, the claim was closed on March 8, 2018 and a request was made to have the funds posted to the loan. On March 9, 2018, Shellpoint received an updated Third-Party Authorization form allowing us to communicate directly with the contractor. Shortly after we received the Authorization, the contractor called inquiring about the status of the funds. They were advised the funds were applied to the loan since we had received no instructions from you as to how you would like for Shellpoint to process the remaining funds. Since it was not enough to post a full monthly payment, funds in the amount of $1,390.18 were posted to the unapplied account on March 13, 2018. According to the information provided above, Shellpoint obtained your authorization before disclosing any information regarding the loan or the remaining loss draft funds, and no information was divulged without your authorization. Furthermore, the third party was only advised the funds were posted to the loan due to lack of communication from you, not because the loan was in arrears. On March 16, 2018, Shellpoint received a Cease & Desist Retraction from your Attorney, [redacted] Law, P.C., which allows us to correspond directly with you regarding the above-referenced loan. The loan has been updated accordingly. Loss Mitigation records indicate you are currently working on a loan modification at this time. Because you have not provided any specific information regarding your concerns with the loan modification process, we are unable to respond to that matter. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed are copies of the Loan History Summary, Third Party Authorizations and the No Contact Letter. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
SHellpoint has not resolved my complaint. I have been calling them over the past few days to speak with some one...
and have gotten the run around every time. They say that they are investigating and when I call Shell point (using the number on the letter) to explain what actions I plan to take to aid them in their investigation, they keep me on hold for hours and when they finally come back on to the phone, I am mysteriously disconnected. I called today. I called Monday. I called Friday. I called Saturday. the same thing happened each time. And, now they are saying that time has run out for my response. I responded right away by phone. My plan was to fax them information to aid in their 'investigation', but we have been snowed in here in Memphis. So I did not have transportation. I had planned to fax documents to them.
Regards,
[redacted]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment.
Regards,
[redacted]
March 09, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Complainant: [redacted] Property: [redacted] Court [redacted], VA 23320 Dear Ms. R[redacted]: This letter is in response to the Revdex.com complaint received on January 29, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 16, 2017. Ms. [redacted] stated in the complaint, I was told by Shellpoint to make a payment on March 1, 2018. I then obtained a letter of resolution to my CFPB complaint and the Revdex.com that no new trial payments would be required. I then attempted to contact Shellpoint to clarify if I needed to pay on March 1, 2018, to no avail. I received a call from Ms. B[redacted] on March 2, 2018 answering my questions regarding the March payment. I was then informed that I did not have to pay on March 1, 2018. At the time of that conversation the funds were still pending in my bank account. As of March 4, 2018, the funds were withdrawn. May Shellpoint please refund my money or apply those funds to the April payment. Shellpoint regrets any confusion she has experienced throughout this process. As she mentioned, prior to Shellpoint’s previous response to the complaint forward to our office by way of your office she was advised by Shellpoint’s Loss Mitigation Department that a new trial period was required. However, as previously conveyed Shellpoint consulted with the owner of the loan and was able to obtain approval to waive the trial period previously communicated to Ms. [redacted]. As such, the March 2018 payment was not required as the first modified loan payment would not be due until April 1, 2018. Our records indicate that Ms. [redacted] contacted our office on March 1, 2018, to schedule a payment. At this time, Shellpoint is preparing both the modification and assumption agreement for Ms. [redacted]. We are in receipt of Ms. [redacted]’s recent payment, and Shellpoint will ensure those funds are applied toward the first payment that will be due under the loan modification offer. After the loan modification process is fully complete, Ms. [redacted]’s first payment will be due on May 1, 2018; however, Ms. [redacted] should know that the loan modification documentation will still indicate that the modified loan terms will be effective with the April 1, 2018 installment. We hope this information is satisfactory to Ms. [redacted]. If Ms. [redacted] has further questions on the matter, we respectfully request that she contacts Brenda V[redacted] via telephone at (866) [redacted], extension [redacted]. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. Should you have further questions, you may contact Shellpoint’s Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at [redacted]@shellpointmtg.com. Sincerely, Wendell H[redacted], Jr. 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 purpose. This 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 loan. This 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 362 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.
June 7, 2018 [redacted] PO Box [redacted], NC 27717 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Road [redacted], NC 27707 Dear [redacted]: This letter is in response to the Revdex.com complaint received on June 7, 2018, regarding the subject property. [redacted] Life Insurance Company is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about January 19, 2018. 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 your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we responded to on June 6, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Please be advised, the $35.00 Non-Sufficient Funds (“NSF”) fee you were to be refunded was processed back to your account via Automated Clearing House (“ACH”) on June 7, 2018. Enclosed is a copy of the Loan History Summary reflecting this transaction. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 408 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 purpose. This communication is from a debt collector. [redacted] 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 loan. This 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 362 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. Shellpoint Mortgage Servicing is licensed to service mortgages in North Carolina by the North Carolina Commissioner of Banks as New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing under license [redacted] (NMLS# [redacted]). If you have a complaint regarding the servicing of your mortgage loan that you feel is not properly addressed by Shellpoint Mortgage Servicing, you may file that complaint with the North Carolina Commissioner of Banks by calling 888.[redacted] or by visiting www.NCCOB.gov. The North Carolina Department of Insurance Permit Numbers for our offices are as follows: [redacted] Place, Suite [redacted], Greenville, South Carolina 29601 - Permit Number [redacted]. If you believe the loss mitigation request has been wrongly denied, you may file a complaint with the North Carolina Office of the Commissioner of Banks website, www.nccob.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 service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.
I already made my October mortgage payment by check. According to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, 2017. However, an UNAUTHORIZED deduction was attempted on October 15th, 2017 resulting in a fee of $20. In addition, I am...
fearful that my property tax due in December, 2017 will not be made on time. This past year TWO TAX payments were months late. Refund the $20 charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwards. START my automatic deductions on November 15th, 2017 as is stated on my account on-line. PAY MY PROPERTY TAXES ON TIME next month.
October 26, 2017[redacted] [redacted], WA 98671RE: Revdex.com Case # [redacted]Reference # [redacted] Account #: xxxx[redacted] Property: [redacted], WA 98671Dear [redacted] and [redacted]:This letter is in response to the Better Business...
Bureau of the Upstate of South Carolina complaint received on October 17, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about September 03, 2016.Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns.Per the complaint, you stated that you have a $38,000.00 insurance claim and New Penn is holding the money. You stated that your first draw should be around $12,500.00, and you need to replace the kitchen and dining room.According to New Penn’s records, funds in the amount of $38,713.06 were received on October 5, 2017. Due to the amount of the claim, and the unpaid principal balance on the loan, New Penn must handle the claim according to the “monitored” claims process. This means that if your loss is greater than $10,000.00, New Penn reserves the right, pursuant to the Security Instrument securing the mortgage lien, to hold funds in a loss draft account, thus ensuring the repairs to your property are completed. New Penn will release the initial draw to begin repairs, and then we will monitor the repairs process via property inspections to verify the repairs are being completed according to the contract and in compliance with the local building codes. Inspections are to be completed at 50% (or greater) of the repairs and at the completion of the repairs.Before the initial draw can be made, the following documentation is required from you:• Claim check endorsed by all payees listed on the check.• Provide a copy of the insurance adjuster’s estimate listing the identified damages and the amount covered by your insurance company.• Sign the enclosed Owner’s Affidavit and have your signature notarized.• Provide a copy of the signed contract between you and the contractor listing:a. all the repairs that will be performed b. the total cost to complete the repairs c. the estimated time required to complete the repairs d. Repairs must be completed by a licensed contractor• Provide a signed W-9 form from your contractor (a blank copy is included for your convenience).• Contractor’s license and contractor’s proof of insurance.Our insurance division previously provided you with these requirements and details for this process.Once the above-referenced documents were received, one-third of the funds in the amount of $12,904.35 were disbursed on October 17, 2017. Additionally, on October 19, 2017, New Penn received approval to disburse additional funds in the amount of $4,451.86 to purchase flooring and $6,263.83 for countertops to be installed.As stated above, funds are not usually released until inspections are ordered to determine if the property is being repaired correctly; however, after receiving permission from the investor, we were allowed to disburse the additional funds for the flooring and countertops. Unless special circumstances arise, in the future, disbursements will be made only after inspections are completed, per the normal loss draft process.The loan is due for the November 1, 2017, installment.New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary reflecting loss draft transactions for your records.Should you have further questions, you may contact me directly at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosureHours of Operation (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.
January 08, 2018[redacted] Rd [redacted], VA 23114RE: Revdex.com Case #: [redacted]Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Rd[redacted], VA 23114Dear [redacted] and [redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case.Should you have further questions, you may contact your Bankruptcy Case Manager, Kim R[redacted], at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosuresPlease read the following important notices as they may affect your rights.This is an attempt to collect a debt and any information obtained will be used for that purpose. This 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 loan. This 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 362 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 provideimportant protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.Hours of Operation (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.