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Coastal Realty and Marketing Reviews (170)

Dear Ms. [redacted]: This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, 2015. Per the complaint, the borrower(s)...

Mr. [redacted] does not have an escrow account, as he pays his own taxes and insurance. However, after checking his loan detail, his account shows an escrow payment of $2,380.65. Mr. [redacted] would like access online to review his mortgage account. Last, Mr. [redacted] reviewed his 1098 for 2015 and in comparison to his last statement received, the amounts do not match. Due to an inadvertent error, when Mr. [redacted]’s loan was loaded into Shellpoint’s system, it reflected an escrow account. As such, on November 10, 2015 Shellpoint disbursed the taxes due to San Diego County in the amount of $7,452.45. On December 30, 2015 Shellpoint requested the county refund the taxes paid, because Mr. [redacted] had paid them. In turn, $7,452.45 was refunded to Mr. [redacted]’s account. On January 11, 2016 the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removed. Mr. [redacted]’s principle and interest payment is $5,273.36. Shellpoint began servicing Mr. [redacted]’s loan September 1, 2015. From that date forward, the interest paid to Shellpoint was a total of $9,946.76. Prior to that, the loan was serviced by [redacted] Loans Inc. and he should receive a separate Mortgage Interest Statement (1098) for any interest paid to [redacted] in 2015. Enclosed is a copy of the Mortgage Interest statement (1098) from Shellpoint. As of the date of this letter, Shellpoint’s records do not show that Mr. [redacted] is locked out of his online account. We would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.com. Internet Explorer is preferable as your main Internet Browser. Check the Cache and Cookies under your browser’s Internet Settings and clear out those features. Mr. [redacted]’s username is ([redacted].[redacted]) and his email address is [redacted].[redacted]@gmail.com. If Mr. [redacted] has forgotten his password, he will need to click “Forgot Password” to reset it. Should the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phone. Enclosed is a copy of the Loan Transaction History. Please accept our sincere apologies for any inconvenience experienced regarding these issues. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing

May 31, 2018 [redacted] [redacted] [redacted] St [redacted], IL 60120 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], IL 60120 Dear [redacted] and [redacted]: This letter is...

in response to the Revdex.com complaint received on May 31, 2018, regarding the subject property. [redacted] Trust c/o [redacted] Savings Funds Society, FSB, d/b/a [redacted] Trust is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 1, 2017. Shellpoint’s records indicate the loan was discharged through a Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as your personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you never received statements for your Home Equity Line of Credit (“HELOC”) loan, and when you did receive one, it showed your loan being two payments behind. You stated you were never informed that you were delinquent on your HELOC when you called to make the monthly payment. Additionally, derogatory payment information should have not been reported to the Consumer Reporting Agencies (“CRA’s”), since Shellpoint’s agents failed to notify you that you were behind. Furthermore, you stated that when you called Shellpoint regarding the delinquency, the Customer Service Agent could not tell you why you were behind. You want the negative reporting removed from your credit report. Regarding the receipt of the monthly statements, please be advised, Shellpoint was previously prohibited from sending monthly statements due to your discharged bankruptcy. However, mortgage servicing guidelines have recently changed. Effective in April 2018, we are required to send monthly billing statements to all customers regardless of bankruptcy filing. There should be no issues with receiving statements in the future. According to Shellpoint’s records, the contractual due date for payments is the 28th of every month. The enclosed payment history indicates your payments were consistently received after this date. Additionally, there were no funds received during the month of December 2017. The November 28, 2017 and December 28, 2017 payments were not received until January 3, 2018. The January 28, 2018 monthly payment was not received until February 28, 2018, and the February 28, 2018 payment was not received until March 31, 2018. No funds were received during the month of April 2018. The payment due March 28, 2018 was not received until May 3, 2018. Therefore, when you called on May 30, 2018, the loan was contractually due for both the April 28, 2018 and May 28, 2018 payments. We regret the Customer Service Agent was unable to provide this information to you. We have shared this with the appropriate people within our organization to prevent another occurrence. [redacted] Please be advised, no late fees have been assessed to the loan since we began servicing it. Additionally, we are not reporting this loan to the CRA’s at all, due to your discharged bankruptcy. We have obtained records from the CRA’s and confirmed that this Shellpoint account is not being reported. Enclosed is evidence provided by Equifax, Experian and TransUnion. 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 is a copy of the Loan History Summary and credit reporting documents for your records. 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. 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. The primary regulatory authority having jurisdiction over the residential lending activities of Shellpoint is the Federal Trade Commission. Their information is below: Federal Trade Commission 600 Pennsylvania Ave., NW Washington, DC 20580 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.

This letter is in response to the complaint submitted August 31, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLC. Borrower stated in the complaint, It is difficult and...

near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed there. I was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double payment. This is not acceptable and needs to be corrected as I should not have to be penalized for your mistakes. Shellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection Bureau. Please refer to our enclosed letter dated September 10, 2015, and its enclosures. Please be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted], and advised him that a loan modification has been approved. This particular loan modification would not consist of a trial period. The Loan Modification Agreement will be sent to Ms. [redacted] under separate cover to sign and send back to Shellpoint’s office. If Ms. [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension [redacted], for further assistance. She may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at [redacted].com. Sincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10, 2015

RE Complaint ID #: [redacted]Complainant: [redacted] Reference #: [redacted] Account # XXXX[redacted] Property: [redacted] [redacted] RoadToledo, OH 43612-3543Dear Cindy R[redacted]:This letter is in response to the Revdex.com complaint received on November 21, 2017, regarding the subject property. [redacted] LLC 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 1, 2014.Borrower stated in the complaint: My account was sold from [redacted] Financial to Shellpoint, they told me I must pay or they will take my house because of the lien. I owe S8,314.39. I have faxed and called the LOSS Mitigation Department, and they never receive the information. When I call, the recording says this not an attempt to collect due to the bankruptcy, how can they threaten to take my house when I am Still payment my regular mortgage. It took over 2 years for them to correct my credit report, it was showing active and my score went down because of that. I would like Shellpoint to either get rid of the debt and lien due to bankruptcy or work with me to find a solution through their LOSS Mitigation Department for a loan modification.Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant Staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. We regret any inconvenience the mortgagor may have experienced in communicating with our office, as Shellpoint strives to provide excellent service to all of its customers.Upon review of the mortgagors complaint. Shellpoints records indicate that we have previously addressed most of the issues and concerns listed in the mortgagors complaint. Please refer to our enclosed letters dated April 15, 2015, May 6, 2015 and May 8, 2015. Shellpoint maintains that it has serviced the loan in accordance with the original agreement and applicable laws. As conveyed in Shellpoints April 2015 letter. Shellpoint acknowledged Ms. [redacted]s obligation to repay the debt was discharged via bankruptcy proceedings; however, it also confirmed that the lien Survived the bankruptcy proceedings. As such, a valid debt still exists with respect to the enforceable lien, and Shellpoint is servicing the debt accordingly. In Shellpoints May 8, 2015 letter, it confirmed that Shellpoint submitted a request to the credit reporting agencies to remove all credit reporting issued by our office.Lastly, We acknowledge the mortgagors request for a Workout Solution. Shellpoints LOSS Mitigation Department received a request for mortgage assistance from **. [redacted] on October 3, 2017; however, it was unable to complete its review because additional documents were required. Shellpoint required documentation evidencing the mortgagors name change from [redacted] to [redacted], as documentation received as part of the loss mitigation application showed a name different from that noted in Shellpoints servicing system. Our records indicate that our representatives spoke with Ms. [redacted] on October 12, 2017, where during the call Ms. [redacted] was advised of the required documentation. Additionally, the designated single point of contact, [redacted]Dennis C[redacted], attempted to reach Ms. [redacted] on November 22, 2017; however, his attempt was unsuccessful. As of the date of this response, the required documentation remains outstanding.The requested information may be submitted by mail to the address listed below or by facsimile at (866) [redacted] or via email to lossmitigation (shellpointmtg.com. Upon receipt, Shellpoint Will proceed with the next phase of the review process or notify Ms. [redacted] if additional documentation is needed to accurately calculate her household income.Shellpoint Mortgage Servicing P. O. BOX [redacted] Greenville, SC 29603Should you or the mortgagor have questions regarding the loss mitigation process and/or to inquire about the documentation requested, please contact the designated single point of contact, Denis C[redacted], at (866) [redacted], extension [redacted] for further assistance. You may also contact Shellpoints Loss Mitigation Department via telephone at (866) [redacted].Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at escalations ashellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: LettersCC. [redacted] R. [redacted] Road [redacted], OH 43612-3543

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Better Business of Upstate South Carolina complaint received on October 16, 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 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 stated you sent proof of both condominium and homeowner’s insurance in August 2017, with a request to re-analyze the loan, but you have received a letter stating New Penn is going to put Lender-Placed Insurance (LPI) on the loan because we have not received proof of coverage. Additionally, the loan was not re-analyzed. You stated you submitted the documents on August 28, 2017 and again on October 14, 2017, and you want the account updated. Please be advised, the documentation we received indicated the HO-6 policy cancelled per your request on July 31, 2017, at 12:01am, and the new policy became effective on August 1, 2017, at 12:01am. Because of this small lapse in coverage, LPI in the amount of $2.62 was charged to the loan. We have enclosed copies of the cancellation and the new policy for your review. Shellpoint has determined there have been no errors in the servicing of the loan. Therefore, there will not be another analyzation of the loan unless we received evidence that there was no lapse. You have the right to request documentation supporting our determination. As stated above, enclosed is a copy of cancelled policy and the new policy. Should you have further questions, you may contact me 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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I disagree with their notion that this complaint was the first time they heard about it. I have contacted Shellpoint by email, regular snail mail and phone on more than one occasion to resolve this matter. This Revdex.com complaint was the only way I could get a response from them. I appreciate that they will reimburse tax penalty to [redacted], and I find that this resolution is satisfactory to me. 
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.  They Shell Point and [redacted] have since contacted me and we have resolved this matter.  
Regards,
[redacted]

RE: Complaint ID: [redacted], [redacted] Reference Number: [redacted] 
Dear [redacted]: This letter is in response to the complaint submitted March 23, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on...

or about April 8, 2014. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr. [redacted] on March 22, 2016 by fax and on March 23, 2016 by email. We responded to the complaint on March 31, 2016. Enclosed is a copy of our response. 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, [redacted] Shellpoint Mortgage Servicing Enclosure

1-31-18Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Corrective measures have been taken - however the last TransUnion report is still showing a reduction in my credit score.  Still unacceptable.Please note, Shellpoint has not addressed the interest vs principal issue.  I received a 1098 reflecting the same interest amount which appears on the website.  Disgruntled,
[redacted]

RE: Complaint ID: [redacted], [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted May 27, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on...

or about November 1, 2014. Per the complaint, Ms. [redacted] sent in funds via Certified Mail to Shellpoint to bring her loan current. The funds were delivered to the Shellpoint Post Office Box on May 23, 2016. Ms. [redacted] indicated that it has not been credited to the account as of the date of her complaint. Shellpoint received payment to bring Ms. [redacted]’s loan current on Monday, May 23, 2016. The money was applied to the loan on May 31, 2016, with an effective date of May 23, 2016, which was the actual date of receipt. Enclosed is a copy of the Loan History Summary. 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,   [redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint rebuttal received on October 30, 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 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 stated your previous coverage was cancelled on July 31, 2017 and replaced with another one right away. You have also attached the policy Declarations page showing the policy was effective July 31, 2017. You want the Lender-Placed Insurance (“LPI”) cancelled, the insurance information updated and the escrow account reanalyzed. New Penn is in receipt of the updated policy Declarations page showing the policy was effective July 31, 2017, not August 1, 2017, as the previous Declarations page stated. We have updated our insurance records to reflect this change. The LPI policy was flat cancelled in the amount of $4.12 on November 1, 2017, with an effective date of October 31, 2017. The funds were applied to the escrow account on the loan. Please be advised that since the escrow was not reanalyzed and nothing changed when the LPI was added, there is no need to reanalyze the escrow now that it has been removed. The payment is currently where it should be, per the Insurance Department. Therefore, a new escrow analysis has not been performed. 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 an updated Loan Transaction History for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure

What the company fails to mention is that I sent three letters, one an exress letter in September including one to the Compliance Office telling them that I was paying by check for October's payment of 2017 and that I did not want to have automatic payment deducted from my account until November. However, the company ignored either through oversight or through ineptness these THREE requests. I requesy that the name, address and phone number of the owner OF THE LOAN BE GIVEN TO BE SO THAT I CAN TAKE THIS TO A HIGHER LEVEL. IN ADDITION,I  REQUEST THAT THE COMPANY'S UN- DUE LATE CHARGE BE DISMISSED. I have already asked that this information be provided to me but this has been ignored on-line. The rudeness and smugness of Shellpoint is evident in their response to my complaint. They continue to be sneaky by not acknowledging my three letters directing them to hold off on automatic payments until November. GIVE ME THE NAME AND ADDRESS OF THE OWNER OF THE LOAN so that if this is not resolved here I may contact them. I encourage ALL those who deal with Shellpoint to directly contact the owners of their loan and bypass a most difficult company know as Shellpoint. They will not resolve this issue please note their attitude and rudeness and ultimate inaction.

Dear Ms. [redacted]: This letter is in response to a rebuttal from received January 12, 2015,...

regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per the complaint, the borrower(s) advised on November 16, 2015 she faxed a copies of the requested documents in order to have the lien on the above referenced property released. Ms. [redacted] was advised by Shellpoint on November 19, 2016 that the information provided could not be accepted from Ms. [redacted] but it had to come from an abstractor. On December 21, 2015 she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, 2015. Ms. [redacted] has advised she made contact with Shellpoint since December 21, 2015 to follow up on the status of the lien release, but has not received any new information. Ms. [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely manner. Upon investigation, Shellpoint has located the subject mortgage. The mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,134.69. As such, the mortgage provided to Shellpoint by Ms. [redacted] did not match Ms. [redacted]’s documentation, except for the fact that it originated with [redacted]. This made it difficult to match the information to prepare a lien release. In an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were found. Please be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the county. As of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording. [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Blvd [redacted], NY 10541 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 16, 2017, regarding the subject...

property. [redacted], N.A. 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 04, 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 she has tried to contact someone regarding the past due amount on her loan; however, she never gets a return call. She further states her tax payment has decreased but her monthly payment has increased and she wants to know why. Upon receipt of Ms. [redacted]’s complaint, Shellpoint’s Compliance Department attempted to reach her on May 18, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here during the hours above. Additionally, Ms. [redacted] may request a specific date and time for us to contact her. After reviewing the correspondence, Shellpoint determined we had already received a similar complaint directly from Ms. [redacted], to which we responded on May 22, 2017. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in this complaint. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department Enclosure

April 10, 2018 
[redacted] Dr [redacted], IL 60013 RE: Escalation Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Drive [redacted], IL 60013 Dear [redacted] and [redacted]...

[redacted]: This letter is in response to the Revdex.com complaint received on April 9, 2018, regarding the subject property. [redacted] Savings Fund Society, FSB, doing business as [redacted] Trust, not in its individual capacity, but solely as trustee for [redacted] 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 August 01, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you reviewed your loan on April 2, 2018 and saw a $100.00 fee had been assessed to it. You called Shellpoint’s Customer Service Department to find out what the fee was for, but you did not receive an answer. You stated you want the fee removed and an explanation as to why it was assessed to the loan. Upon review of the complaint, Shellpoint’s Compliance Department attempted to contact you on April 10, 2018 to discuss the complaint and resolution; however, we were unable to reach you. We are here during the hours listed above. You may also request a specific date and time we contact you. According to Shellpoint’s records, you called the Customer Service Department on April 6, 2018 to discuss the $100.00 fee that was assessed to the loan. The agent advised you that it was an appraisal fee. You indicated that the appraisal and the fee was an error should not be charged to you. You requested it be removed. The Customer Service representative advised you that they would make the request. Please be advised, the current owner of your loan requires an annual appraisal of the property. However, the fee for the appraisal should be charged to the owner of the loan, not to you. Due to an inadvertent error, the fee was erroneously assessed to the loan on April 2, 2018. We apologize for this oversight. On April 9, 2018, the $100.00 appraisal fee was removed from the loan and reassessed to the current owner of the loan. A copy of the Loan Transaction History reflecting the reclassification is enclosed for your records. Thank you for bringing this to our attention, and please accept our sincere apologies for any inconvenience regarding this matter. Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may me directly at 864-[redacted]. Sincerely, [redacted] Lisa F[redacted] Compliance Department Enclosure cc: Revdex.com of the Upstate 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. 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. The primary regulatory authority having jurisdiction over the residential lending activities of Shellpoint is the Federal Trade Commission. Their information is below: Federal Trade Commission 600 Pennsylvania Ave., NW Washington, DC 20580 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.

Dear Ms. [redacted]: This letter is in response to the complaint submitted August 13, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Investors, L.P. currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began...

servicing the loan on or about March 1, 2014. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt from the [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the above referenced property. Per the complaint, [redacted] stated Shellpoint is inaccurately reporting the loan to the consumer reporting agencies; however there was no specific details or documentation included with the complaint to describe or evidence the alleged error. As stated above, the [redacted] personal liability was discharged through bankruptcy and they are not obligated to pay the debt. If the [redacted]’s wish to retain the home, they may voluntarily make the monthly payments. However, the consumer reporting agencies (“CRA’s) will not report any new information after the date of discharge. Therefore, the tradeline will simply be reported as “discharged through Chapter 7 bankruptcy”, with the Account Status as of the date of discharge. The CRA’s will suppress any further payment history, balance, or past due amount. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. By way of background, Mrs. [redacted] called us on August 11, 2015 and spoke with Shellpoint’s Customer Service department. We advised her of the due date of the loan if she chooses to continue [redacted] making payments. At this time, Mrs. [redacted] expressed concerns that Shellpoint reported the loan to the CRA’s as being past due. The Customer Service representative overlooked the “discharged” status of the loan and explained how payments are reported when the loan has not been discharged through bankruptcy. Please accept our sincere apologies for the oversight. The representative advised Mrs. [redacted] that payments are reported “late” when they are more than 30 days past due. They also advised Mrs. [redacted] that there were no outstanding late fees on the loan, which is not the case. Mrs. [redacted] began using profanity during the phone conversation and was told if she continued to speak that way the call would be terminated. Mrs. [redacted] continued using profanity, which resulted in the termination of the call. On August 13, 2015, Mrs. [redacted] contacted Shellpoint again and advised the loan was being reported negatively and is preventing her from refinancing. Mrs. [redacted] was transferred to a Customer Service Supervisor who advised her that we would be reviewing the account in our Loan Servicing department to determine if the loan is being reporting incorrectly to the CRA’s. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’s. Shellpoint is reporting that the loan was “Discharged through Chapter 7 Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The borrowers have the right to request documentation supporting our determination that no error has occurred. Enclosed are copies of the Account Reporting Reviews supplied by Trans Union for both Mr. and Mrs. [redacted], which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both borrowers. If Mr. or Mrs. [redacted]h have any documentation indicating an otherwise, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 01109 Dear [redacted] [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on August 11, 2017, regarding...

the subject property. [redacted] National Association, as Trustee of [redacted] Loan Trust II 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 28, 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, you state Shellpoint returned your July 2017, stating your financial institution had returned the payment as Non-Sufficient Funds (“NSF”). As a result of this, you were charged an NSF fee of $25.00 and your credit reporting received a late mark. You state your financial institution has advised you that Shellpoint never tried to draft the account; therefore, you want the NSF fee waived and the credit reporting corrected. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact you on August 15, 2017, to discuss the complaint and resolution; however, we were unable to reach you. We are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we call you. Please be advised, according to our records, you were advised what documents would need to be submitted in order to resolve this issue; however, we have not received them. Additionally, when you continued to call our Customer Service Center, you would not disclose the nature of your problem and only wanted to speak to management; therefore, our Customer Service Agents were unable to assist you. A supervisor has tried to call you back multiple times, but has been unable to reach you. Shellpoint has determined that there have been no errors in the servicing of this loan; however, in light of the complaint, and as a one-time courtesy, we will waive the NSF fee and correct the reporting to the Consumer Reporting Agencies. Please allow a few days for the CRA’s to update their records. Please be advised, there will be no additional fees waived or credit reporting changed in the future unless it is an error caused by Shellpoint. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864.[redacted]. Sincerely, Lisa F[redacted] Compliance Department [redacted] 
Enclosure

January 30, 2018 [redacted] Ct [redacted], NV 89508 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Ct [redacted], NV 89508 Dear [redacted]: This letter is in response to the Better Business...

Bureau of Upstate South Carolina complaint received on January 26, 2018, regarding the subject property. [redacted] National Association, as Trustee for [redacted] Mortgage Loan Trust I, as successor in interest to [redacted] Mortgage Loan [redacted] I 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 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 are disputing the late fees charged to the loan, and that you have sent a letter directly to Shellpoint, but have not received a response. Furthermore, you allege Shellpoint is taking part of your monthly payment and posting it to the fees on the loan, which causes your payment to be posted short and causes more penalties to be assessed to the loan. Lastly, you state you are contesting other fees assessed to the loan because, according to you, Shellpoint cannot charge you fees for property inspections. Please be advised, upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact you on January 30, 2018, to discuss the complaint and resolution, but we were unable to reach you. We are here during the hours listed above. You may also request a specific date and time you would prefer we contact you. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from you on January 9, 2018, which we responded to on January 24, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Additionally, while Shellpoint strives to respond to requests within a few days, by law we are allowed up to thirty (30) days in which to respond to a complaint or inquiry. According to Shellpoint’s records, your monthly payment amount is $1,190.05. Shellpoint has not posted any funds received as a “short” monthly payment. However, any funds received over the monthly payment amount are posted to the fees on the loan, in accordance with the enclosed Deed of Trust. Additionally, by said Deed of Trust, Shellpoint is enabled to perform property inspections on the above-referenced property in order to protect the lender’s interest when the loan is delinquent. You are responsible for the payment of these inspections. As of the date of this letter, the loan is current with the next installment due February 1, 2018. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the documents referenced above, we have enclosed a copy of the Loan History Summary for your records. [redacted] Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of the Upstate 401 North Church Street 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. 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 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.

February 1, 2018 [redacted] Place NE [redacted], DC 20019 RE: Escalation Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Street NE [redacted], DC 20019 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 29, 2018, regarding the subject property. The Bank of [redacted] The Bank of [redacted], As Trustee for the Certificateholders of [redacted], Inc., Alternative Loan Trust 2007-[redacted] Certificates, Series 2007-[redacted] 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 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. Upon review of the correspondence, Shellpoint determined we have already received a similar complaint directly from you, which we just responded to on February 1, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 North Church Street 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. 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 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. Hours of Operation [redacted] Place, Suite [redacted] Toll Free Phone 1-800-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM February 1, 2018 [redacted] Place NE [redacted], DC 20019 RE: Subject Property: [redacted] NE, [redacted], DC 20019 Reference Number: [redacted] Dear [redacted]: This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about November 16, 2012. Per the correspondence, you state you were advised by Shellpoint’s Customer Service Agent that your mortgage interest is - $33,613.92, and you want to know why. You state you were previously approved for a loan modification, and have made fifteen (15) on-time payments thus far, and you want to know why your mortgage is still showing past due and in arrears. Additionally, you state you pulled your credit report, and the last mortgage payment was reported in October 2016. You want your credit report updated with corrections. Please be advised, Shellpoint is aware of the issue with some loans reporting negative interest on the IRS Form 1098 (“1098”) that was recently mailed to homeowners. We are working to correct this issue and anticipate the revised 1098’s will go out under separate cover within the next week. According to our records, the above-referenced loan was modified in April 2017. As such, we have been reporting the loan as current, to all of the agencies referenced below, with the special comment “Loan Modified” since that time. Shellpoint has verified that each of the bureaus has been reporting the loan as “current” since October 2016. The enclosed Account Data Views show the last date paid for this loan is the January 2018 installment. The January 2018 installment was received by Shellpoint on December 5, 2017. This information was submitted to the CRA’s with our monthly reporting file for December 2017, during the month of January 2018. If you feel there is an error in your reporting, Shellpoint respectfully requests that you submit a copy of the report to us and describe what you believe is incorrect. Alternatively, you may also contact the respective agency at the numbers listed below: TransUnion Equifax Experian Innovis www.transunion.com www.equifax.com www.experian.com www.innovis.com TransUnion Consumer Equifax Credit Experian Information Innovis Consumer Solutions Information Services, Inc. Solutions, Inc. Assistance P.O. Box 2000 P.O. Box 740241 P.O. Box 4500 P.O. Box 1640 Chester, PA 19022 Atlanta, GA 30374 Allen, TX 75013 Pittsburgh, PA 15230 (800) 916-8800 (800) 685-1111 (888) 397-3742 (800) 540-2505 As of the date of this letter, the loan is current with the next installment due March 1, 2018. Please accept our sincere apologies for any inconvenience regarding the incorrect information on your 1098, and for any confusion surrounding the credit reporting status of the loan. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any additional questions or concerns, please contact our Customer Service department at 800-[redacted]. Sincerely, Compliance Department Shellpoint Mortgage Servicing Enclosures  This communication is sent to you by Shellpoint Mortgage Servicing, a professional debt collector. Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that 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 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.

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