October 20, 2017 [redacted] Ave [redacted], NY 10562 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Avenue [redacted], NY 10562 Dear Mr. [redacted] and...
Ms.[redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on October 10, 2017, regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about June 05, 2015. Please know that [redacted] 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 were advised there was an escrow shortage in the amount of $2,687.34 on the loan, and if you paid the shortage, your monthly payments would be $2,670.42. You stated you paid the shortage, but an escrow analysis was performed after we received the funds, and it increased your monthly payment amount to $3,059.23. It was explained to you that the increase was the result of an increase in taxes. You stated you want to pay $2,670.42 monthly, which was promised to you once the shortage was paid, and you will deal with any additional shortages when your yearly analysis is run next year. Upon review of the complaint, [redacted]’s Compliance Department attempted to contact you on October 20, 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. According to [redacted]’s records, you were advised in your escrow analysis dated August 17, 2017 (enclosed), that if you paid the escrow shortage in full ($2,687.34), that your monthly payment would be $2,670.42. The funds to apply to the shortage were received on September 18, 2017. Once the funds were received and applied to the escrow account, we erroneously ran another escrow analysis, which included a school tax payment in the amount of $4,204.01, which was disbursed on September 11, 2017. As a result, the new analysis, dated September 20, 2017, increased your monthly payment amount to $3,056.50 effective October 1, 2017. In an effort to correct the error from the September 11, 2017 analysis, a request was made to have another analysis [redacted] performed to correct the payment amount to $2,670.42. Therefore, another analysis was performed on October 2, 2017, which increased the monthly payment to $3,059.23 effective December 1, 2017, because the shortage from September 2017 was still included. Upon receipt of your complaint, the issue was investigated and it was found that due to a system error, the payment amount was not automatically corrected as it should have been once the funds for the shortage were received. Additionally, new analyses requests were made when they should not have been which resulted in monthly payment increases. As of the date of this letter, the loan has been updated to reflect the monthly payment amount of $2,670.42, effective November 1, 2017. A copy of the Loan History Summary in enclosed for your records. We apologize for any inconvenience you experienced as a result of paying your escrow shortage. [redacted] takes its customer service obligations very seriously, and this issue has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
January 25, 2018 [redacted] St [redacted], MA 02093 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 02093 Dear [redacted] and [redacted]: This...
letter is in response to the Revdex.com of the Upstate complaint received on January 23, 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 June 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. Upon review of your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to on January 25, 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 me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 N. 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. You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m. 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 55 Beattie Place, Suite [redacted] Toll Free Phone 1-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM January 25, 2018 [redacted]
[redacted] St [redacted], MA 02093 RE: Subject Property: [redacted], MA 02093 Reference Number: [redacted]
Dear [redacted] and [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 June 01, 2016. Shellpoint is aware this loan was previously included in a Chapter 13 Bankruptcy. Our records indicate your personal liability, as well as the mortgage lien, were retained when the bankruptcy discharged. As such, Shellpoint will continue to service the loan according to the original agreement. Per the correspondence, you requested a copy of your monthly statement, and inquire as to why the activity shows a past due payment of $1,681.00 and other fees. You stated you have no knowledge of past due fees, and want Shellpoint to remove them, or explain what they are for. The total amount due on the enclosed Mortgage Statement dated December 31, 2017, is $1,841.49. Of that, $1,681.99 is for the January 13, 2018 monthly payment, and the remaining $159.50 is for other fees assessed to the loan by the previous servicer. According to Shellpoint’s records, fees in the amount of $159.50 were assessed by the previous servicers. Please review the following breakdown: • On November 10, 2014, Prior Servicer fees in the amount of 75.00 were assessed to the loan. These fees were assessed two (2) servicers before us, by [redacted], N.A. They were assessed due to the costs associated with the delinquency of the loan, which was past due for the September 13, 2014 monthly payment. The fees were transferred to the last servicer, [redacted], coded as “prior servicer costs”. • On December 5, 2014, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the September 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 9, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the October 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 30, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the November 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On March 13, 2015, Legal fees in the amount of $50.00 were assessed to the loan for Attorney costs that were incurred for the Response to Notice of Final Cure, as a result of the bankruptcy filing. These fees are allowable per the bankruptcy. Enclosed are the last three statements from your previous servicer, [redacted] Loan Management Services (“[redacted]”), which list fees in the amount of $159.50 under Recoverable Advances on the loan in the Account Information Section. If you have documentation showing these fees have previously been paid, please submit it to Shellpoint at: Shellpoint Mortgage Servicing PO Box [redacted] Greenville, SC 29603 Email: [redacted]@shellpointmtg.com Fax: 866-[redacted] The January 13, 2018 payment was received on January 11, 2018. The loan is currently due for the February 13, 2018 monthly payment. 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 for your records, reflecting all of the afore-mentioned transactions. 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. You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m.
January 9, 2018 [redacted] [redacted] [redacted] St [redacted], TN 38107 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], TN 38107 Dear [redacted] [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. The Bank of [redacted] FKA The Bank of [redacted] as Trustee for the Certificateholders of [redacted], Inc., [redacted] Certificates, Series [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 December 15, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you are a victim of identity theft, that your sister stole your driver’s license in 2004, and added you to her mortgage. You stated you have filed police reports and advised Shellpoint on multiple occasions of the circumstances regarding the mortgage. You stated you were never in Memphis in 2004, and that your sister filed a change of address for your mail to go to her address. You stated you have never lived at the above-referenced address and you want the account to be changed to only contain your sister’s name. Furthermore, you want the credit reporting corrected and information regarding this loan removed from your report(s). Upon receipt of the complaint, a member of Shellpoint’s Compliance Department contacted you to discuss the complaint with you. You stated the loan was obtained fraudulently, and you had never resided in the property. We advised we are investigating this matter and would have a response to you within the next three to five (3-5) business days. According to Shellpoint’s records, a Customer Service Agent spoke with you on April 14, 2016. During the call, you stated your sister stole your identity and placed the property in your name. You stated you did not have any court papers, but you filed a police report, which you would fax to Shellpoint the following day. Shellpoint has not received a copy of the police report. A Customer Service Agent spoke with you on April 21, 2016 and you advised you had an attorney handling the case because you did not sign for the loan. When Shellpoint contacted you on April 10, 2017, you stated you never opened an account with Shellpoint and ended the call. Until today, we have not received any supporting documentation from you and have had no other contact with you regarding this matter. We have enclosed a copy of the Note and Deed of Trust bearing your signature. Also enclosed are the signed Signature/Name Affidavit and HUD1 Settlement Statements, which would indicate you were present at closing. Please review these documents and signatures. As the servicer, Shellpoint does not have knowledge of the loan closing or any other aspects of the loan unrelated to the servicing. However, Shellpoint takes very seriously any claims of fraud and we will gladly assist with an investigation and report your claim upon receiving additional documentation from you. If, after review of the information and [redacted] documents contained herein you still believe this account is fraudulent, we will require the following documentation in order to proceed with an investigation: Legible copies of your picture identification and social security card. Completed Identity Theft Affidavit regarding your allegations and any loan documents you believe reflect your unauthorized signature. Please ensure the Affidavit is notarized by a Notary Public in order for it to be valid. Copy of the police report filed regarding this alleged fraud/identity theft. Completed Denial of Financial Responsibility Declaration (enclosed). Copies of any additional documentation you may have in connection with your allegation. Documentation should be forwarded to: Shellpoint Mortgage Servicing Disputes Department P.O. Box [redacted] Greenville, SC 29603 OR Fax: 866-[redacted] Pursuant to the Fair Credit Reporting Act, Shellpoint has suspended the reporting of this loan to the four major consumer reporting agencies. The mailing address we have on file for this loan is [redacted] Street, [redacted], TN 38107. If you would like to change that information, please contact our Customer Service Center at 800-[redacted]. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan. The afore-mentioned documents are enclosed for you to review. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, 500 James Robertson Parkway, Nashville, Tennessee 37243 Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.
I do not know how to respond to someone who does not take 2 seconds to see an obvious error: ""Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are...
asking for"" The example I copied and pasted in my last response shows my daily interest at 4.34% in June, and BUMPED to 4.6% for 12 days in July then returned to the original interest at 4.34% thereafter. An extra 1/4 point charged to my account for no apparent reason.... with no visible adjustment to correct the error. How many other loans are they "tweaking" the daily interest and calling it good. As I stated in my response, Shellpoint is responsible via ACH to collect my payment timely on the 1st of each month. Any delays on their part is a cost to me additional interest, no matter how minor. IT ADDS UP. According to their recent response: "Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of September 2018 was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, 2018. It will also be recalculated in September 2018, and every September thereafter. You will receive a notice under separate cover advising you of the payment amount and index used" How many loans "serviced" by Shellpoint have been subjected to "a thorough audit" and not revisited. With the recalculation of my loan payment - 4 months of payments with less principal reduction and more interest to Shellpoint. How many other loans???? My concern is that this company, whose primary function is collections, is manipulating accounts to benefit their interest. Sincerely [redacted]
This letter is in response to the complaint submitted September 14, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Association, as Trustee for [redacted] Trust currently owns the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mrs. [redacted] believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies. Mrs. [redacted] advises the loan was discharged through a bankruptcy while being serviced by the previous servicer. As such, Mrs. [redacted] requests Shellpoint cease reporting the loan to the consumer reporting agencies. In addition, Mrs. [redacted] requests Shellpoint cease contact, including relatives. 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]’s, 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. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s). Shellpoint was reporting this loan accurately, as discharged through Chapter 7 bankruptcy. However, in March 2015, the owner of the loan requested that Shellpoint cease reporting the loan and delete the tradeline completely. Shellpoint submitted a delete request to the CRA’s at that time and has not submitted any further information regarding this loan to the CRA’s since then. Upon receipt of this complaint, Shellpoint inquired with the CRA’s and determined that TransUnion and Experian did not process our delete request. As of the date of this letter, [redacted] Shellpoint has submitted an “out-of-cycle” request to TransUnion and Experian to delete the Shellpoint tradeline. The request was submitted via an Automated Universal Dataform (“AUD”), control # [redacted]. Please allow 2-3 days for the CRA’s to process our request. Please know that Shellpoint takes its customer service obligations very seriously and the [redacted]’s concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted], [redacted] Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, 2017 Property Address: [redacted] Road, [redacted], NY 11747 Reference Number: [redacted] Dear [redacted]...
[redacted]: This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 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. [redacted] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be located. She asserts she has never had trouble with it previously. She has called Shellpoint to request the $20.00 fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint error. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on February 9, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls at the hours listed above. She may also request a specific date in time she would prefer we call her. According to Shellpoint records, payment for the September 2016 installment was received on September 2, 2016 in the amount of $2,962.19. However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $20.00 was assessed to the loan. It is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s error. In this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrower. Shellpoint cannot change the information the borrower entered online. This was not a Shellpoint error; however, as a one-time courtesy, the $20.00 will be waived from the borrower’s account. Please be advised, no fees will be waived in the future. Ms. [redacted] has the right to request documentation showing there has been no error on the loan. 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 800-[redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted] Enclosure
As we stated in our previous response, Ms. [redacted] was advised of the required documentation needed on...
October 12, 2017. Additionally, the designated point of contact, Dennis C[redacted] attempted to reach Ms. [redacted] on November 22, 2017; however, he was unable to contact her. Until Shellpoint receives proof of name change documents, we are unable to move forward with loss mitigation review. Ms. [redacted] may submit the required documentation by fax at 866-[redacted]; via email at [redacted]shellpointmtg.com; or by mail at Shellpoint Mortgage Servicing, PO Box [redacted], Greenville, SC 29603. Once the documentation is received, Shellpoint will move forward with the loss mitigation review process and contact Ms. [redacted] if additional documentation is needed to accurately calculate her household income. Ms. [redacted] may contact her point of contact, Dennis C[redacted], at 866-[redacted] ext. [redacted] if she has any further questions.
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
above referenced loan on or about January 1, 2016. On May 13, 2016, servicing of the loan was transferred to [redacted] Trust Company, [redacted] (“[redacted]”). Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Upon review of the complaint, Shellpoint contacted Mr. [redacted] August 23, 2016 and informed him of the outcome of the complaint. Per the complaint, Mr. [redacted] states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loan. Although the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the [redacted] County Tax Collector for Mr. [redacted]’s property taxes in a timely manner on March 29, 2016. Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the [redacted] County Tax Collector’s Office. It was not until Shellpoint received Mr. [redacted]’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr. [redacted]’s loan, we are unable to pay the property taxes and penalties. As the last servicer of record, [redacted] will need to pay the penalties, and Shellpoint will reimburse [redacted]. 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]. [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]@shellpointmtg.com Regulatory Fax: ([redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Dr [redacted], FL 33463 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on June 19, 2017, regarding...
the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the above referenced loan. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about August 31, 2015. Please know that [redacted] 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, the borrower states a loss draft check was erroneously applied as a monthly payment in August 2016. She states she did not find out about this error until May 2017, when she began receiving calls regarding a delinquent payment. Ms. [redacted] wants her account corrected, late fees waived and the credit reporting to show no delinquencies. Upon receipt of the complaint, [redacted]’s Compliance Department attempted to contact Ms. [redacted], to discuss the dispute and resolution, but 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. After reviewing the correspondence, [redacted] determined we had already received a similar, if not the same, complaint directly from Ms. [redacted], to which we responded on June 15, 2017. Enclosed is a copy of the response. Please accept our sincere apologies for any inconvenience regarding the misapplication of payments. The fees have been waived and a request has been made to correct the credit reporting. Please know that [redacted] 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, Lisa F[redacted] Compliance Department Enclosure
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA 90019 Dear [redacted]: This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property. [redacted] Acquisition Corp is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 01, 2016. On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“[redacted]”). Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the rebuttal, Ms. [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted]. Additionally, she wants an apology letter for our lack of follow-up and follow-through, and wants assurance that any issues resulting from this error will be taken care of by Shellpoint. Shellpoint acknowledges that the error should have been identified upon Ms. [redacted]’s first contact with Shellpoint. This is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the future. Due to the circumstances being out of Ms. [redacted]’s control, there will not be any negative consequences towards the loan as a result of the issue. This is why Shellpoint honors a 60 day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agencies. We sincerely apologize for any inconvenience Ms. [redacted] suffered as a result of the error regarding the funds transfer 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, to prevent a similar occurrence. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department
October 20, 2017 [redacted] Ave [redacted], NY 10562 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Avenue [redacted], NY 10562 Dear Mr. [redacted] and...
Ms.[redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on October 10, 2017, regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about June 05, 2015. Please know that [redacted] 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 were advised there was an escrow shortage in the amount of $2,687.34 on the loan, and if you paid the shortage, your monthly payments would be $2,670.42. You stated you paid the shortage, but an escrow analysis was performed after we received the funds, and it increased your monthly payment amount to $3,059.23. It was explained to you that the increase was the result of an increase in taxes. You stated you want to pay $2,670.42 monthly, which was promised to you once the shortage was paid, and you will deal with any additional shortages when your yearly analysis is run next year. Upon review of the complaint, [redacted]’s Compliance Department attempted to contact you on October 20, 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. According to [redacted]’s records, you were advised in your escrow analysis dated August 17, 2017 (enclosed), that if you paid the escrow shortage in full ($2,687.34), that your monthly payment would be $2,670.42. The funds to apply to the shortage were received on September 18, 2017. Once the funds were received and applied to the escrow account, we erroneously ran another escrow analysis, which included a school tax payment in the amount of $4,204.01, which was disbursed on September 11, 2017. As a result, the new analysis, dated September 20, 2017, increased your monthly payment amount to $3,056.50 effective October 1, 2017. In an effort to correct the error from the September 11, 2017 analysis, a request was made to have another analysis [redacted] performed to correct the payment amount to $2,670.42. Therefore, another analysis was performed on October 2, 2017, which increased the monthly payment to $3,059.23 effective December 1, 2017, because the shortage from September 2017 was still included. Upon receipt of your complaint, the issue was investigated and it was found that due to a system error, the payment amount was not automatically corrected as it should have been once the funds for the shortage were received. Additionally, new analyses requests were made when they should not have been which resulted in monthly payment increases. As of the date of this letter, the loan has been updated to reflect the monthly payment amount of $2,670.42, effective November 1, 2017. A copy of the Loan History Summary in enclosed for your records. We apologize for any inconvenience you experienced as a result of paying your escrow shortage. [redacted] takes its customer service obligations very seriously, and this issue has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
January 25, 2018 [redacted] St [redacted], MA 02093 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 02093 Dear [redacted] and [redacted]: This...
letter is in response to the Revdex.com of the Upstate complaint received on January 23, 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 June 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. Upon review of your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to on January 25, 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 me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 N. 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. You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m. 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 55 Beattie Place, Suite [redacted] Toll Free Phone 1-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM January 25, 2018 [redacted]
[redacted] St [redacted], MA 02093 RE: Subject Property: [redacted], MA 02093 Reference Number: [redacted]
Dear [redacted] and [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 June 01, 2016. Shellpoint is aware this loan was previously included in a Chapter 13 Bankruptcy. Our records indicate your personal liability, as well as the mortgage lien, were retained when the bankruptcy discharged. As such, Shellpoint will continue to service the loan according to the original agreement. Per the correspondence, you requested a copy of your monthly statement, and inquire as to why the activity shows a past due payment of $1,681.00 and other fees. You stated you have no knowledge of past due fees, and want Shellpoint to remove them, or explain what they are for. The total amount due on the enclosed Mortgage Statement dated December 31, 2017, is $1,841.49. Of that, $1,681.99 is for the January 13, 2018 monthly payment, and the remaining $159.50 is for other fees assessed to the loan by the previous servicer. According to Shellpoint’s records, fees in the amount of $159.50 were assessed by the previous servicers. Please review the following breakdown: • On November 10, 2014, Prior Servicer fees in the amount of 75.00 were assessed to the loan. These fees were assessed two (2) servicers before us, by [redacted], N.A. They were assessed due to the costs associated with the delinquency of the loan, which was past due for the September 13, 2014 monthly payment. The fees were transferred to the last servicer, [redacted], coded as “prior servicer costs”. • On December 5, 2014, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the September 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 9, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the October 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 30, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the November 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On March 13, 2015, Legal fees in the amount of $50.00 were assessed to the loan for Attorney costs that were incurred for the Response to Notice of Final Cure, as a result of the bankruptcy filing. These fees are allowable per the bankruptcy. Enclosed are the last three statements from your previous servicer, [redacted] Loan Management Services (“[redacted]”), which list fees in the amount of $159.50 under Recoverable Advances on the loan in the Account Information Section. If you have documentation showing these fees have previously been paid, please submit it to Shellpoint at: Shellpoint Mortgage Servicing PO Box [redacted] Greenville, SC 29603 Email: [redacted]@shellpointmtg.com Fax: 866-[redacted] The January 13, 2018 payment was received on January 11, 2018. The loan is currently due for the February 13, 2018 monthly payment. 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 for your records, reflecting all of the afore-mentioned transactions. 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. You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m.
January 9, 2018 [redacted] [redacted] [redacted] St [redacted], TN 38107 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], TN 38107 Dear [redacted] [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. The Bank of [redacted] FKA The Bank of [redacted] as Trustee for the Certificateholders of [redacted], Inc., [redacted] Certificates, Series [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 December 15, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you are a victim of identity theft, that your sister stole your driver’s license in 2004, and added you to her mortgage. You stated you have filed police reports and advised Shellpoint on multiple occasions of the circumstances regarding the mortgage. You stated you were never in Memphis in 2004, and that your sister filed a change of address for your mail to go to her address. You stated you have never lived at the above-referenced address and you want the account to be changed to only contain your sister’s name. Furthermore, you want the credit reporting corrected and information regarding this loan removed from your report(s). Upon receipt of the complaint, a member of Shellpoint’s Compliance Department contacted you to discuss the complaint with you. You stated the loan was obtained fraudulently, and you had never resided in the property. We advised we are investigating this matter and would have a response to you within the next three to five (3-5) business days. According to Shellpoint’s records, a Customer Service Agent spoke with you on April 14, 2016. During the call, you stated your sister stole your identity and placed the property in your name. You stated you did not have any court papers, but you filed a police report, which you would fax to Shellpoint the following day. Shellpoint has not received a copy of the police report. A Customer Service Agent spoke with you on April 21, 2016 and you advised you had an attorney handling the case because you did not sign for the loan. When Shellpoint contacted you on April 10, 2017, you stated you never opened an account with Shellpoint and ended the call. Until today, we have not received any supporting documentation from you and have had no other contact with you regarding this matter. We have enclosed a copy of the Note and Deed of Trust bearing your signature. Also enclosed are the signed Signature/Name Affidavit and HUD1 Settlement Statements, which would indicate you were present at closing. Please review these documents and signatures. As the servicer, Shellpoint does not have knowledge of the loan closing or any other aspects of the loan unrelated to the servicing. However, Shellpoint takes very seriously any claims of fraud and we will gladly assist with an investigation and report your claim upon receiving additional documentation from you. If, after review of the information and [redacted] documents contained herein you still believe this account is fraudulent, we will require the following documentation in order to proceed with an investigation: Legible copies of your picture identification and social security card. Completed Identity Theft Affidavit regarding your allegations and any loan documents you believe reflect your unauthorized signature. Please ensure the Affidavit is notarized by a Notary Public in order for it to be valid. Copy of the police report filed regarding this alleged fraud/identity theft. Completed Denial of Financial Responsibility Declaration (enclosed). Copies of any additional documentation you may have in connection with your allegation. Documentation should be forwarded to: Shellpoint Mortgage Servicing Disputes Department P.O. Box [redacted] Greenville, SC 29603 OR Fax: 866-[redacted] Pursuant to the Fair Credit Reporting Act, Shellpoint has suspended the reporting of this loan to the four major consumer reporting agencies. The mailing address we have on file for this loan is [redacted] Street, [redacted], TN 38107. If you would like to change that information, please contact our Customer Service Center at 800-[redacted]. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan. The afore-mentioned documents are enclosed for you to review. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, 500 James Robertson Parkway, Nashville, Tennessee 37243 Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.
I do not know how to respond to someone who does not take 2 seconds to see an obvious error: ""Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are...
asking for"" The example I copied and pasted in my last response shows my daily interest at 4.34% in June, and BUMPED to 4.6% for 12 days in July then returned to the original interest at 4.34% thereafter. An extra 1/4 point charged to my account for no apparent reason.... with no visible adjustment to correct the error. How many other loans are they "tweaking" the daily interest and calling it good. As I stated in my response, Shellpoint is responsible via ACH to collect my payment timely on the 1st of each month. Any delays on their part is a cost to me additional interest, no matter how minor. IT ADDS UP. According to their recent response: "Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of September 2018 was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, 2018. It will also be recalculated in September 2018, and every September thereafter. You will receive a notice under separate cover advising you of the payment amount and index used" How many loans "serviced" by Shellpoint have been subjected to "a thorough audit" and not revisited. With the recalculation of my loan payment - 4 months of payments with less principal reduction and more interest to Shellpoint. How many other loans???? My concern is that this company, whose primary function is collections, is manipulating accounts to benefit their interest. Sincerely [redacted]
This letter is in response to the complaint submitted September 14, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Association, as Trustee for [redacted] Trust currently owns the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mrs. [redacted] believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies. Mrs. [redacted] advises the loan was discharged through a bankruptcy while being serviced by the previous servicer. As such, Mrs. [redacted] requests Shellpoint cease reporting the loan to the consumer reporting agencies. In addition, Mrs. [redacted] requests Shellpoint cease contact, including relatives. 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]’s, 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. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s). Shellpoint was reporting this loan accurately, as discharged through Chapter 7 bankruptcy. However, in March 2015, the owner of the loan requested that Shellpoint cease reporting the loan and delete the tradeline completely. Shellpoint submitted a delete request to the CRA’s at that time and has not submitted any further information regarding this loan to the CRA’s since then. Upon receipt of this complaint, Shellpoint inquired with the CRA’s and determined that TransUnion and Experian did not process our delete request. As of the date of this letter, [redacted] Shellpoint has submitted an “out-of-cycle” request to TransUnion and Experian to delete the Shellpoint tradeline. The request was submitted via an Automated Universal Dataform (“AUD”), control # [redacted]. Please allow 2-3 days for the CRA’s to process our request. Please know that Shellpoint takes its customer service obligations very seriously and the [redacted]’s concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted], [redacted] Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, 2017 Property Address: [redacted] Road, [redacted], NY 11747 Reference Number: [redacted] Dear [redacted]...
[redacted]: This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 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. [redacted] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be located. She asserts she has never had trouble with it previously. She has called Shellpoint to request the $20.00 fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint error. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on February 9, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls at the hours listed above. She may also request a specific date in time she would prefer we call her. According to Shellpoint records, payment for the September 2016 installment was received on September 2, 2016 in the amount of $2,962.19. However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $20.00 was assessed to the loan. It is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s error. In this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrower. Shellpoint cannot change the information the borrower entered online. This was not a Shellpoint error; however, as a one-time courtesy, the $20.00 will be waived from the borrower’s account. Please be advised, no fees will be waived in the future. Ms. [redacted] has the right to request documentation showing there has been no error on the loan. 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 800-[redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted] Enclosure
As we stated in our previous response, Ms. [redacted] was advised of the required documentation needed on...
October 12, 2017. Additionally, the designated point of contact, Dennis C[redacted] attempted to reach Ms. [redacted] on November 22, 2017; however, he was unable to contact her. Until Shellpoint receives proof of name change documents, we are unable to move forward with loss mitigation review. Ms. [redacted] may submit the required documentation by fax at 866-[redacted]; via email at [redacted]shellpointmtg.com; or by mail at Shellpoint Mortgage Servicing, PO Box [redacted], Greenville, SC 29603. Once the documentation is received, Shellpoint will move forward with the loss mitigation review process and contact Ms. [redacted] if additional documentation is needed to accurately calculate her household income. Ms. [redacted] may contact her point of contact, Dennis C[redacted], at 866-[redacted] ext. [redacted] if she has any further questions.
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
above referenced loan on or about January 1, 2016. On May 13, 2016, servicing of the loan was transferred to [redacted] Trust Company, [redacted] (“[redacted]”). Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Upon review of the complaint, Shellpoint contacted Mr. [redacted] August 23, 2016 and informed him of the outcome of the complaint. Per the complaint, Mr. [redacted] states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loan. Although the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the [redacted] County Tax Collector for Mr. [redacted]’s property taxes in a timely manner on March 29, 2016. Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the [redacted] County Tax Collector’s Office. It was not until Shellpoint received Mr. [redacted]’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr. [redacted]’s loan, we are unable to pay the property taxes and penalties. As the last servicer of record, [redacted] will need to pay the penalties, and Shellpoint will reimburse [redacted]. 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]. [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]@shellpointmtg.com Regulatory Fax: ([redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Dr [redacted], FL 33463 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on June 19, 2017, regarding...
the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the above referenced loan. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about August 31, 2015. Please know that [redacted] 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, the borrower states a loss draft check was erroneously applied as a monthly payment in August 2016. She states she did not find out about this error until May 2017, when she began receiving calls regarding a delinquent payment. Ms. [redacted] wants her account corrected, late fees waived and the credit reporting to show no delinquencies. Upon receipt of the complaint, [redacted]’s Compliance Department attempted to contact Ms. [redacted], to discuss the dispute and resolution, but 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. After reviewing the correspondence, [redacted] determined we had already received a similar, if not the same, complaint directly from Ms. [redacted], to which we responded on June 15, 2017. Enclosed is a copy of the response. Please accept our sincere apologies for any inconvenience regarding the misapplication of payments. The fees have been waived and a request has been made to correct the credit reporting. Please know that [redacted] 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, Lisa F[redacted] Compliance Department Enclosure
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA 90019 Dear [redacted]: This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property. [redacted] Acquisition Corp is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 01, 2016. On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“[redacted]”). Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the rebuttal, Ms. [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted]. Additionally, she wants an apology letter for our lack of follow-up and follow-through, and wants assurance that any issues resulting from this error will be taken care of by Shellpoint. Shellpoint acknowledges that the error should have been identified upon Ms. [redacted]’s first contact with Shellpoint. This is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the future. Due to the circumstances being out of Ms. [redacted]’s control, there will not be any negative consequences towards the loan as a result of the issue. This is why Shellpoint honors a 60 day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agencies. We sincerely apologize for any inconvenience Ms. [redacted] suffered as a result of the error regarding the funds transfer 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, to prevent a similar occurrence. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department