Colonial Savings, F.A.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We have received your most recent correspondence in our office on April 14, After reviewing the account, we have prepared the following response.Per Ms*** escrow analysis effective March 1, 2016, we projected tax and insurance disbursements in the amount of $11,for the year of
However, during the year of 2016, we disbursed a total amount of $12,310.94, which was $more than anticipatedWe have included a copy of her payment history for your review.On October 14, 2016, Ms*** account was analyzed and her escrow account reflected a shortage of $730.12, which increased her required monthly payment from $2,to $2,The customer was given the options to either pay the shortage in a lump sum and decrease the monthly payment effective January 1, to $2,or spread the shortage over payments in the amount of $2,effective January I, We have included a copy of this analysis for your reviewOn November 8, 2016, the customer called and spoke with a representative of Colonial regarding this escrow shortage.On December 22, 2016, we received Ms*** escrow shortage payment in the amount of $730.12, but these funds were placed in an unapplied funds account and were not applied toward the escrow shortagePlease note that these funds were not applied toward the escrow shortage due to the payment being transmitted in the form of an electronic paymentTo ensure escrow shortages are applied appropriately, the escrow shortage coupon from the escrow analysis must be received with the paymentAs a result of this misapplication, the customer's required mortgage payment was not adjusted from $2,to $2,375.09.On January 6, 2017, we received Ms*** payment in the amount of $2,This payment, along with $from her unapplied account, was applied toward her January payment in the amount of $2,At that time, $was applied toward additional principal on her account.On February 6, 2017, Ms*** account was due for February in the amount of $2,435.93, but we received a short payment in the amount of $2,This payment was placed in her unapplied funds account, as it was insufficient to apply toward her February paymentOn March 6, 2017, Ms*** account was due for February in the amount of $2,435.93, and we received her payment in the amount of $2,This payment, along with $from her unapplied account, was applied toward her February payment in the amount of $2,435.93.On March 24, 2017, Ms*** payment in the amount of $and her January, February, and March payments were reversed and applied toward the escrow shortage in the amount of $and toward her January, February, and March payments in the amount of $2,eachAt that time, these monthly payments were reapplied to reflect the payments as received on timeAs a result, the credit reporting agencies were notified that these payments were received on timeAt this time, we have submitted an additional request to the credit reporting agencies to correct Ms*** credit for the month of February 2017, which was reported negatively due to this misapplication.Due to Ms*** January, February, March, and April payments being applied with the escrow deposit amount as $rather than the increased amount of $1,027.96, the escrow analysis completed April 11, reflected an additional shortage in the amount of $On April 14, 2017, we received this escrow shortage payment in the amount of $169.00, which has decreased her required payment to $2,effective with her May 1, payment.Ms*** correspondence indicates that a representative of Colonial contacted the customer on March 23, and provided a contact number of *** ***We certainly apologize for any miscommunication, as the correct contact number is *** ***On April 11, 2017, Ms*** payoff statement was sent through email, per her request.We sincerely apologize for the inconvenience this has causedShould 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We are in receipt of your correspondence from the Revdex.com, received in our officeon June 30, 2016, and regarding the above referenced mortgage accountAfter reviewing youraccount and the information provided, we have prepared the following response.We report information of the status
of your loan to the following four (4) major credit reportingagencies:Experian/TR WExperian ParkwayAllen, TX 75013Colonial Sub TTX8-3858481EquifaxP.OBox 740241Atlanta, GA 30374Subscriber Code #153FS00613Trans Union- CRT DeptBaldwin PlaceCrum Lynne, PA 19022Subscriber Code #B2601001Innovis UDF Processing CenterP.OBox 1640Pittsburg, P A 15230Subscriber Code #2012878Mortgage payments are due on the 1st of each monthIn order to avoid derogatory creditreporting, payments must be received by the last business day of the monthIf a payment is notreceived within the specified time frame, we report the loan delinquent for the specified month.Our research reveals your account was reported accurately to the credit reporting agenciesWeare unable to change the reporting for your accountAttached is a seven year payment history ofyour accountIf you feel payments have not been properly credited to your account, please sendproof of the discrepancy so that we may research.Your account was reported as days late for May Effective May 6, 2016, Colonialreceived a partial payment in the amount of $Your monthly mortgage payment amount is$Colonial is unable to process a partial payment towards your monthly mortgageamountAny partial payments will be held until the difference is received and a full payment isavailableAs a result, the funds were held pending the difference of$being receivedAlate payment reminder was mailed to the address listed above on May 17, A second noticewas mailed on May 31, 2016, advising the account had become days past due and would bereported to the credit agencies.On June 7, 2016, Colonial received a payment in the amount of$These funds were usedto complete the May payment and the difference of$was placed on hold since apartial payment cannot be processedA late payment reminder was mailed on June 17, Thedifference of$was received on June 29, 2016, and the June payment was processedon the same dateAs of the date of this letter, your mortgage account is due for the July 2016payment.A copy of all notices referenced above is enclosed for your review.You have the right to request copies of documents and information relied upon to make thedetermination that no error occurred, at no charge to youShould you have any additionalquestions or would like to request additional documentation, representatives are available to assistyou Monday through Friday, 8:00am to 5:00pm CT by calling ###-###-####.Sincerely,{?CO-?)*** ***Customer Relations DepartmentEnclosures: 2009-Payment HistoryLate Notices- May 17, and June 17, 201630-Day Notice- May 31, 2016Customer Relations Department, PO Box 2988, Fort Worth, Texas 76113Toll Free:

Please see attached response.Thank you,

Complaint: ***
I am rejecting this response because: it does not resolve the complaint It is also what has already been done IThe past and I have four letters tarting in March saying is is corrected but it is not Something more needs to be done at this point Also Colonial should contact all credit agencies and make sure fixed for sure this time
Regards,
*** ***

We have received your most recent correspondence in our office on December 5, After reviewing the account, we have prepared the following response.Per the terms of the Note, payments are due on the 1st day of each monthAny payment not received by this date is considered past dueIf a
payment is not received by the 16th of the month, late charges are assessed for that month Our records indicate that Mr*** payments were delinquent from June through May On August 6, 2015, Mr*** provided his payment for August 2015; however, this payment was returned by his bank due to insufficient funds on August 10, On September 1, 2015, Mr*** again provided his August payment, which was also returned on September 10, due to insufficient funds. On November 6, 2015, we received Mr*** payment in the amount of $1,which was applied to his August paymentSince these funds were not sufficient to also apply to the September payment, the remaining funds in the amount of $were placed in an unapplied account until sufficient funds could be collected to apply additional paymentsPlease see the attached table, showing payments received from June through July This table details the application and balance of unapplied funds as well as the assessment of late charges.On December 10, 2015, we received Mr*** payment in the amount of $1,From these funds and $from the unapplied account, we were able to apply his September and October payments, each in the amount of $At that time, a repayment plan was established and six late charges were assessed to Mr*** totaling the amount of $due to the repayment planHowever, these late charges were waived on January 8, due to the cancellation of the plan, and funds from Mr*** payments were not used to pay these chargesAlthough payments for September and October were received on December 10, 2015, no late charges were assessed for these months.Prior to March 2016, Mr*** monthly payment was $Effective with his escrow analysis March 1, 2016, Mr*** payment decreased to $Any additional funds received with Mr*** monthly payments were placed in an unapplied account until funds could be collected to apply outstanding monthly paymentsFunds were not applied to late charges until the April and May payments received on June 6, These late charges were paid in the amounts of $eachOn June 7, 2016, Mr*** payment in the amount of $was receivedThis, along with his unapplied account balance of $792.43, was sufficient to apply his June payment in the amount of $and bring his account current At this time, total valid late charges in the amount of $remain outstanding for the months of June, July, August, November, and December of and January, February, and March of 2016.Documents and information used to make the determination that no error occurred can be requested at no chargeShould you have any questions regarding this request, our representatives are available to assist you Monday through Friday, 8am to 5pm CT by calling *** ***.Sincerely,Customer Advocacy Team

Your Revdex.com complaint regarding the service you recently received on your mortgageaccount was received in my office on Tuesday, December 15, 2015.On behalf of Colonial, I want to extend my apologies for the difficulties you encountered and the level ofservice you experienced from our
associatesAdditionally, I wish to thank you for sharing your feedback.We have completed a review of the phone call event on December 14, At Colonial Savings we striveto make sure that our services are of the highest quality, and that each and every customer is satisfied withthe support they receive from our representativesWe addressed your complaint with our staff and made thenecessary changes to ensure this unacceptable level of service does not occur in the future.I saw that you spoke with our Loss Mitigation Manager on December 15, He also apologized for yourexperience, and explained that when we see that a customer is falling behind on their payments, that we wantto help provide assistance in order to bring the loan currentColonial's associates are trained to ask specificquestions when a loan is past due, but we expect that that is done in a polite and respectful manner.For over years, we have built a tradition of providing homeowners with exemplary mortgage serviceWeappreciate the opportunity to serve you and look forward to serving your home loan needs in the future

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I submitted a fax to support my complaint

Please see attached responsethank you!

I didn't know a company like Colonial Savings can make their own rules as they go along, there's no documentation in my contracts from years ago, states they have the right to dictate what part of the damages of my house need to be repaired firstonly when they saw that there was money that they can use for capital gains, who's escrow account is it going into? go ahead and cancel automatic withdrawal effective immediately you don't have to call me

We have received your correspondence in our office from the Revdex.com onOctober 5, 2016. After reviewing your account and the information provided, we have prepared the following response.We want to take this opportunity to thank you for the feedback you provided. It is with feedback...

from valued customers such as you, that we are able to continually evaluate our processes to create improvements in the level of service our customers expect to receive. Your complaint has been addressed with our representatives and necessary changes will be made to ensure this level of service does not occur in the future.After further consideration, we have accepted your payment of $1,907.47 and have processed the payoff of your mortgage loan account. As of the date of this letter, the above referenced mortgage account is paid in full. Please be advised, we will be sending the release of lien to the county clerk’s office for recording within the next 30 days.We want to extend our sincerest apologies for any confusion and/or inconvenience that may have been caused with our online website and for the level of service you received from our representatives. We strive to make sure that our services are of the highest quality, and that each and every customer is satisfied with the support they receive from our representatives.Should 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 (800) 937-6002.

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, 2015 automatic draft payment of $1,001.49was not applied to your...

mortgage account and was returned on June 12, 2015. The failure to apply this draft wasColonial's error and it resulted in the missed payment status and the issuance of reminder notices. We sincerelyapologize for any inconvenience this may have caused. We have waived the related late fees of $600.84 assessedon your account. We have enclosed a 2015 and 2016loan history for your review of these transactions.Per our conversation on May 19, 2016, you have confirmed that the May 2015 draft payment described above wasnot drawn on your account. You have confirmed that you intend to mail in a payment of $1 ,001.49 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, 2016 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 ###-###-####.

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 ###-###-####.

Please see the attached response. thank you,

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 are in receipt of your correspondence from the Revdex.com, received in our office onNovember 16, 2015, and regarding the above referenced mortgage account.Our response dated November 11, 2015, contained an incorrect payment amount of$2,643.83. As ofthe date of this letter, your mortgage account is next due for the December 1, 2015 payment of$1,405.66. We apologize for any inconvenience this may have caused.

Thank you for attaching the response.  Before I accept their response, I want to confirm the amount they say I owe on Dec 1.  My monthly payment is $1405.66 but they are saying I owe $2643.83 on Dec 1.  I would like them to validate that amount, I can't figure out how they would have come to that amount so I'm guessing it's an error?

We are in receipt of your correspondence from the Revdex.com received in our office onJune 6, 2016 regarding the above referenced mortgage account.Upon review of your account, our research revealed that we received a payment of$694.00 onJune 3, 2016 in which $693.05 was applied to your...

July 1, 2016 payment and $0.95 was applied to yourprincipal balance. Your monthly billing statement was mailed to you on June 1, 2016 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, 2016 in the amount of$693.05. 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 you. Should 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: 2016

I wish I filed a formal complaint sooner. You guys managed to get this issue resolved for me in 2 weeks. I've been trying since January 2016 i.e. for 6 months now to get colonial savings to refund me what I was owed to no avail. 
Thank you
[redacted]