Colonial Savings, F.A.

I wish I filed a formal complaint soonerYou guys managed to get this issue resolved for me in weeksI've been trying since January i.efor months now to get colonial savings to refund me what I was owed to no avail Thank you [redacted]

We are in receipt of your correspondence from the Revdex.com received in our office onJune 6, regarding the above referenced mortgage account.Upon review of your account, our research revealed that we received a payment of$onJune 3, in which $was applied to your July 1, payment and $was applied to yourprincipal balanceYour monthly billing statement was mailed to you on June 1, and therefore didnot reflect the payment received on June 3, 2016.Our system of record reflects your mortgage account is next due for August 1, in the amount of$We have enclosed a 2016loan history for your review.You have the right to request copies of documents and information relied upon to make the determinationthat no error occurred, at no charge to youShould you have any additional questions or would like to requestdocumentation, representatives are available to assist you Monday through Friday, 8:00am to 5:00pm CTby calling [redacted] [redacted] Customer Relations DepartmentEnclosure:

We are in receipt of your correspondence from the Revdex.com, received in our office onNovember 9, 2015, and regarding the above referenced mortgage account.We have processed your request to reverse the $1,payment received on November 2, Therefund of$1,was processed on November 6, The refund was processed by method ofAutomated Clearing House (ACH) credit into your Wells Fargo bank account ending in ***Weapologize for any inconvenience you may have experienced with our online website.Please provide us with the amount of the overdraft charge you incurred, so that we may issue a refundcheck in that amount.We appreciate your business and look forward to serving you in the futureWe have enclosed a 2015loan history as receipt of this transaction.As of the date of this letter, your mortgage account is next due for the December 1, payment of$2,

We are in receipt of your correspondence from the Revdex.com, received in our office onMarch 9, 2016, and regarding the above referenced mortgage account.We have enclosed an updated loan account history for your reviewPlease refer to the escrow paidcolumn for details on the running balance of the escrow account.Thank you for your assistance and patience in this matter.Should you have any additional questions, representatives are available to assist you Monday throughFriday, 8:00am to 5:00pm CT by calling ###-###-####

We are in receipt of your correspondence from the RevDex.com, received in our office onFebruary 29, 2016, and regarding the above referenced mortgage account.The Deed in Lieu was executed and completed on November 20, 2015; however, the recording of theDeed in Lieu was not completed... until January 26, 2016.While the Deed in Lieu was completed on the property in November of2015, Colonial did not have afull title of the property until January of 2016. After further consideration, we are issuing the form1 099C for 2015. The 1 099C will be sent to the borrower under separate cover.We have submitted a credit correction to the credit reporting agencies to change our reporting of theloan to remove the delinquent reporting and to report the Deed in Lieu was completed on November2015.Please accept our sincere apology for any confusion the correspondence we sent out in error to theborrower regarding fire insurance coverage and/or past due amounts, after the Deed in Lieu wascompleted. Thank you for your assistance and patience in this matter.Should you have any additional questions, representatives are available to assist you Monday throughFriday, 8:00am to 5:00pm CT by calling ###-###-####.

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]

We have received your most recent correspondence in our office on July 25, After reviewing the account, we have prepared the following response.On July 18, 2017, Colonial generated a payoff statement in the amount of $ 17,239.03, which $and a remaining inspection fee balance of $On July 20, 2017, due to the recent LossMitigation review on the property, two additional fees were assessed for a Credit Report and Broker's Price Opinion (BPO)On July 20, 2017, Colonial acknowledged these additional fees and generated an additional payoff statement in the amount of which included in additional items dueThis amount reflected the following charges: $Credit Report $90.0() Broker's Price Opinion Exterior $Flood Determination Form $Remaining Inspection Fee BalanceOn July 24, 2017, Colonial received funds in the amount of $117,and applied these funds toward the payoff of the loanOn July 24, 2017, a letter was sent to the confirming the loan had been paid in full, and we did not require additional funds to complete the payoffWe have included copies of the payoff statements and payoff confirmation letter for your reviewWe are unable to honor Ms [redacted] request for $in compensationWe sincerely apologize for the inconvenience this has caused.Please feel free to contact us with any additional questionsOur representatives can be reached Monday through Friday, 8:am to 5:pm CT at [redacted] .Sincerely Customer Advocacy Team

We have received your most recent correspondence in our office on November 23, 2016. After reviewing the account, we have prepared the following response.On May 18, 2016, we received a request from Ms. [redacted] to establish an escrow account on her mortgage. On June 21, 2016, we replied... advising that no escrow items can be due within 90 days and we were unable to establish escrow due to delinquent taxes outstanding on the property (Exhibit A). On July 7, 2016, we received a second request which included the same information and an outstanding tax bill. On September 2, 2016 and October 14, 2016, Ms. [redacted] contacted Colonial to determine the status of the request. On both occasions, Colonial failed to respond in a timely manner. At this time, Colonial has researched the account and determined that taxes have been paid through May 2017 and no payments are due within the next 90 days. To initiate an escrow account, a deposit in the amount of $3,111.68 is required by January 4, 2017. We have attached a letter explaining the projections for 2017 as well as instructions for sending the initial deposit (Exhibit B). Colonial does not escrow for homeowners’ association (HOA) fees, as Ms. [redacted] HOA lien is subordinate to the lien held by Colonial. Ms. [redacted] will remain responsible for these fees. Should you have any questions regarding this request, our representatives are available to assist you Monday through Friday, 8am to 5pm CT by calling [redacted] . thank you,

We are in receipt of your correspondence from the Revdex.com, received in our office on May 9, 2016,and regarding the above referenced mortgage account.Upon review of your account, our research revealed that the May 16, automatic draft payment of $1,001.49was not applied to your mortgage account and was returned on June 12, The failure to apply this draft wasColonial's error and it resulted in the missed payment status and the issuance of reminder noticesWe sincerelyapologize for any inconvenience this may have causedWe have waived the related late fees of $assessedon your accountWe have enclosed a and 2016loan history for your review of these transactions.Per our conversation on May 19, 2016, you have confirmed that the May draft payment described above wasnot drawn on your accountYou have confirmed that you intend to mail in a payment of $,to bring youraccount current and that the existing monthly draft payments will continue.We appreciate your business.As of the date of this letter, your mortgage account is due for the May 1, payment of $1,001.49.Should you have any additional questions, representatives are available to assist you Monday through Friday, 8:00amto 5:00pm CT by calling ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.The issue has never been about the amount the payments, or if the notice was mailed (which I have no way of disputing), but rather that because I was in the process of changing my mailing address, the mail was not forwarded and I did not receive notice As soon as I received the notice, I promptly paid the past due amount, but it was already days past due and the credit mark had been replaced I do not see how it is equitable for me to be penalized when I did not receive the notice Just as I cannot prove the letter was mailed, they cannot prove that I received it I feel I was unjustly penalized, when it was clear what had happened (paid a prior amount +/-$short), but was not contacted until after days I have never been late with a payment and now an honest mistake, which was promptly cured, has cost me dearly on my credit score I would appreciate additional consideration given the unusual circumstances and lack of proof of mail receipt/delivery Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: still not resolved I have only received confirmation from equifax Experience and and transfusion are still reporting incorrectly As I said before I have four other letters that state fixed and one will be good for a month then defaults back to incorrect reporting Regards, [redacted] ***

We have received your most recent correspondence in our office on January 24, It is our goal to provide excellent customer service, and we certainly apologize that our service did not meet the customer’s expectationsAfter reviewing the account, we have prepared the following response.Per our
records, on July 23, 2015, fees in the amount of $were inadvertently billed to Mr***On April 14, 2016, we determined these fees should not be billed to the customer, and fees in the amount of $were re-coded to no longer appear as due from Mr***. On December 30, 2016, Colonial updated Mr***’s account to receive billing statements, and additional fees in the amount of $appeared on these statements as due from Mr***These fees were assessed in relation to a modification received on the property and should not have been billed to Mr***On February 6, 2017, these fees in the amount of $were re-coded on his account and will no longer appear as due from Mr***In addition, we have requested a corrected billing statement showing this correction to be sent to the customerWe certainly apologize for the inconvenience this has caused.Should you have any questions regarding this request, our representatives are available to assist you Monday through Friday, 8:00am to 5:00pm CT by calling *** ***.Sincerely,Customer Advocacy Team

We are in receipt of your correspondence from the Revdex.com, received in our officeon June 24, 2016, and regarding the above referenced mortgage accountAfter reviewing youraccount and the information provided, we have prepared the following response.As referenced in your
correspondence, the December installment of your MontgomeryCounty taxes were overpaid by $Once the overpayment was identified, our tax vendorsubmitted the initial refund request to the Montgomery County tax office on Apri122, 2016.Following your phone conversation with our representatives on June 14, 2016, we were advisedMontgomery County had not receive our initial refund applicationAs a result, a second refundapplication was emailed to Montgomery County on June 14, 2016.The refund in the amount of$was received at our offices on 06/29/A check for thisamount was mailed to the address listed above on the same dateIf you have not received yourrefund check by July 13, 2016, please contact our offices at the number listed below for furtherassistanceWe sincerely apologize for any inconvenience this may have causedThank you foryour patience in this matter.Should you have any additional questions or would like to request documentation, representativesare available to assist you Monday through Friday, 8:00am to 5:00pm CT by calling *** ***
***

The account information sent to me is not what I requested Colonial sent me a account summary for my mortgage that only shows that they requested payment to be dispersed by the Escrow administrators. I need the account summary related to my Escrow accountI need to be able to verify my running balance from, and to, the dates previously requested. When this is received, I will be able verify for myself that no moneys were dispensed to be applied to late fees and that my account was credited satisfactorily.I assume that because the Escrow account is serviced by another company, the account summary would have to be requested from them on my behalfThere is no contact information available to allow direct communication with them, otherwise, I would take care of it myself. When this is provided I will be satisfied with the resolution

We have received your correspondence in our office from the Revdex.com on October 11, 2016.After reviewing your account and the information provided, we have prepared the following response.After further review of your request, it has been determined that your concerns have previously beenaddressedUnfortunately, we are unable to grant your request to remove the negative credit reporting for themonth of August 2016.We know that this has impacted your credit; however, per Federal Credit Reporting Act (FCRA) guidelines,we are required to report accurate informationIn order to avoid derogatory credit reporting, payments mustbe received by the last business day of each month.After a comprehensive review of the complaint and our previous response, Colonial considers this matterresolvedPlease refer to the enclosed response letter regarding the concerns in your correspondence.You have the right to request copies of documents and information relied upon to make the determinationthat no error occurred, at no charge to youShould you have any additional questions or would like torequest documentation, representatives are available to assist you Monday through Friday, 8:00am to 5:00pmCT by calling ###-###-####

To Whom It May Concern:We have received your most recent correspondence in our office on August 16, 2() After reviewing the account, we have prepared the following response.Per our records, on August 10, 20] at 9:35pm, Ms*** submitted an online paynient in the aniount of $94().()(),
which was posted as received on August I l , On August '14, 2()at 5:57am, an additional online payment was submitted in the amount of $938.22, and this payment was posted as received on August '14, 2()17.On August 16, 2()17, per our conversation with Ms*** bank, they would send a copy of her bank statement reflecting the cleared payment of $938.22, and we would return these funds to the customerOn August 18, 2017, we received this statement fronl TD Bank, and Colonial sent a refund to Ms*** in the amount of $through Federal Express.On August 17, 2()17, a supervisor with Colonial Savings attempted to reach Ms*** and left a voicemailAfter reviewing the telephone calls, it appears faulty connections existed between Ms*** and the Colonial representatives, which resulted in several disconnected callsWe certainly understand Ms*** frustration due to multiple hold times and apologize for the inconvenience this situation has caused.You have the right to request copies of doculnents and information relied upon to make the determination that no error occurred, at no charge to youShould you have any questions regarding this request, our representatives are available to assist you Monday through Friday, 8:OOam to CST by calling *** ***.Sincerely,Customer Advocacy TeamEnclosure:Payment History

Complaint: ***
I am rejecting this response because: Farm Bureau has proof that the bill was sent with plenty of time for the bill to be paid in a timely mannerThis is the second time that this has occurredI will continue to let friends
and family know to never use your companyIf I was staying in this home longer, than I would refinance to not have to deal with such incompetence
Regards,
*** ***

Please see the attached response. Thank you,

We are in receipt of your correspondence from the Revdex.com, received in our office onFebruary 29, 2016, and regarding the above referenced mortgage account.Colonial Savings derives the right to hold funds for the property repairs from the mortgage Deed of Trust.Page 6, section 5, paragraph states "During such repair and restoration period, Lender shall have the rightto hold such insurance proceeds until Lender has had an opportunity to inspect such Property to ensure thework has been completed to Lenders satisfaction, provided that such inspections shall be undertakenpromptlyLender may disburse proceeds for the repairs and restoration in a single payment or in a series ofprogress payments as the work is completed." A copy of the mortgage Deed of Trust is enclosed.All property repair funds are held in an interest bearing account for your benefitThe rate of interest paid onthe funds is 0.15000%The current amount of interest earned since Colonial Savings receipt ofthe money is$1.55.Colonial Savings does not require the property repairs to be completed in any certain orderOur onlyrequirement is that all damage listed on the insurance adjustors report be repairedWe have cancelled yourautomatic draft as requested effective March 9, 2016.Should you have additional questions, representatives are available to assist you Monday through Friday, 8:00amto 5:00pm CT by calling ###-###-####

We are in receipt of your correspondence from the Revdex.com, received in our office on April 7,2016, and regarding the above referenced mortgage account.We want to take this opportunity to thank you for the feedback you provided regarding your loan accountIt iswith feedback from
valued customers such as you, that we are able to continually evaluate our processes to createimprovements in the level of service our customers expect to receive.On behalf of Colonial Savings, we sincerely apologize for any inconvenience or lack of communication that mayhave occurred regarding the endorsement of your property claims checkUpon notification of this incident, weimmediately began working on the issue to ensure that your property claims check would be endorsed.Colonial's policy requires that damage exceeding $10,be monitored and inspected to ensure that all repairsare made to the propertyWe may disburse proceeds for the repairs and restoration in a single payment or in aseries of progress payments as the work is completedHowever, after further consideration, we decided toapprove the endorsement ofthe $10,property claims checkWe have enclosed a form that explains ourprocess regarding the release of loss draft funds, which is also available on our website.During a phone conversation on April 7, 2016, you were advised that we provided approval to the bank branch toendorse the checkOn AprilS, 2016, we received confirmation from the branch manager that this had beencompletedThank you for your patience in this matter.You have the right to request copies of documents and information relied upon to make the determination that no erroroccurred, at no charge to youShould you have any additional questions or would like to request documentation,representatives are available to assist you Monday through Friday, 8:00am to 5:00pm CT by calling ###-###-####