Eagle Home Mortgage

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ I am responding to the complaint as outside legal counsel for the Eagle Home Mortgage division of Universal American Mortgage Company, LLC ("UAMC")After receipt of the Revdex.com complaint where the claim was opened on November 25, 2015, I am responding on behalf of UAMCThis response is being provided following an internal review of all of the facts and circumstances surrounding the borrower and the complaint As is customary and appropriate, following the closing of the loan where Mr [redacted] was the borrower, UAMC sold the loan to [redacted] *** [redacted] is a quagovernment agency that acts as a purchaser of qualified residential first mortgage loans in order to stimulate the market and provide a facility for additional loans to be madeAs a quagovernment agency, it is subject to appropriate governmental regulations and monitoring, and acts in a consistently appropriate manner Prior to the closing of the loan made by UAMC to Mr***, on January 2, 2015, Mr [redacted] received a standard "Servicing Disclosure Statement"Under the provisions of the Federal Real Estate Settlement Procedures Act ("RESPA"), borrowers are given certain rights, and certain disclosures are required to be made under Federal lawIn connection with Mr***'s loan number XXXXXXXX, on January 2, 2015, UAMC provided Mr [redacted] with a notice which provided in part "We may assign, sell or transfer of the servicing of your loan while the loan is outstanding." As such, the sale of Mr***'s loan to [redacted] and the subsequent transferring of the servicing of the loan by [redacted] to [redacted] should not come as a surprise to Mr***A copy of the Servicing Disclosure Statement is attached As is also customary and appropriate, once the loan has been sold to [redacted] ***, [redacted] will engage an outside entity to service the loan on its behalf as owner [redacted] engaged an entity known [redacted] to act as servicer of Mr***'s loan [redacted] is a private entity that is in the mortgage lending and servicing businessIt currently has over 2,employees, and is currently serving more than 690,customersFurther information concerning [redacted] can be obtained at www[redacted] .com While UAMC sympathizes with the issues and problems that apparently are being experienced by Mr [redacted] in connection with his mortgage loan, once UAMC sells the loan, it has no control over how the loan is administered or servicedIn selling the loan to [redacted] ***, UAMC exercises appropriate responsibility in selecting a quasi-governmental agency to be the purchaser of the loanWhile UAMC has no control or direction over the servicer selected by [redacted] ***, [redacted] ***'s selection of [redacted] to be the servicer is consistent with appropriate standards of good business practice, since [redacted] is a recognized industry leader in mortgage lending and servicing To the extent that Mr [redacted] has defenses or issues to be raised in connection with the servicing of the loan, he or his legal counsel should address those issues directly with [redacted] as the servicer of the loan or [redacted] as the owner of the loanUAMC has no legal authority or ability to deal with the loan once it has been sold

Complaint: [redacted] I am rejecting this response because: The statements made in the response letter are incorrectUpon applying for a loan for this house both my wife and my realtor, Suman S***, called the lending agent to verify that the new home could be purchased non-contingent, and thus our offer was written this way In addition, on November 17, a request was made to the lender to close early, on December to ensure that we would be able to move into our new home before our current home closedHis email response said he would try considering the holidayHe knew that our other home sale would not be complete by thenWe were not notified that the our home in Valley Springs had to close prior to obtaining a loan until December 20, 2016, days after our loan was scheduled to close per contractOur realtor wrote the offer non contingent based upon statements made by the lending associate to her directlyAs to our ability to unload our moving truck, we no longer had help in that city and the truck was being kept several miles away because there wasn't room on our property for itYour employee lied to us numerous times telling us we were closing In addition, he stated that his manager was placing a phone call to home office to ensure it funded before she boarded a plane to Mexico for a funeralShould this matter not be resolved consider the attached letter notice that we intend to take this company to small claims court Sincerely, [redacted] And [redacted]

[redacted] applied for a mortgage loan on 1/24/with Loan Officer [redacted] The mortgageapplication interview was conducted over the phone [redacted] submitted the requested documentationfrom [redacted] on 1/29/Upon receipt of the documents and a review of the loan program requested a"Pre-Approval" letter was issued to [redacted] based on a preliminary analysis of employment, income,asset information and creditworthinessA Pre-Approval letter is not a commitment to lendAt the time oftheinitial application [redacted] did not have a property chosenOver the course of the next two weeks therewere multiple discussions between [redacted] and [redacted] in regards to the customer's request ofutilizing a Down Payment Assistance programAt the time of application the State of Florida offered severalDown Payment Assistance programs which required extensive research to determine available Down PaymentAssistance programs [redacted] could qualify forDue to the complexity of these type of programs JustinWalker advised [redacted] that he would be referring her to a local loan officer in Florida with expertise inthe Down Payment Assistance programs in the areas [redacted] was considering for her new homepurchaseThe local loan officer reviewed [redacted] 's file and determined that she did not qualify for theoriginal amount requestedAs noted above [redacted] did not have a specific home either under contractor in mind at the time of her initial application which has a direct effect on a borrower's ability to qualify for ahome purchasePrimary considerations that are included in borrower's ability to qualify for a specific loanamount include debt to income ratios including the overall housing paymentHousing payment calculationsinclude the principal and interest, property taxes, mortgage insurance, home owner insurance and if applicablehome owner association duesIn the case of [redacted] these factors combined with the areas she wasconsidering for a home purchase were applied to her mortgage application, as a result [redacted] wasprovided a revised Pre-Approval with a lower loan amountFHA Guidelines are very specific and we adhere tothose guidelinesDown Payment Assistance program guidelines need to be applied in addition to the FHAGuidelines as is the case with [redacted] Based on the information provided by [redacted] she isprequalified for a mortgage with Eagle Home Mortgage, if the customer would like to move forward with themortgage process we would be more than happy to assist her in any way we can.Thank you in advance for your considerationKen H [redacted] National Center Manager

Initial Business Response /* (1000, 6, 2015/07/23) */
** *** did not disclose pertinent information on his past home purchase / sale
This led to a delay in closing and also put the burden of very complex title work on us the lender
** *** did not lose any moneyIn fact he received a lot
of additional work that is commonly done by attorneys, real estate agents and title companies for a nominal fee of $This outcome is contrary to *** ***'s complaint about lost money
Eagle Home Mortgage paid for all of the lock extensions
It is my belief that *** *** submitted this complaint prior to his home closing even though he was assured once he sent us the requested documents his loan would close
We closed *** *** on July 17th, contrary to the statement in his complaint

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
Sincerely,
*** And *** ***

*** *** applied for a mortgage loan on 1/24/with Loan Officer *** ***The mortgageapplication interview was conducted over the phone*** *** submitted the requested documentationfrom *** *** on 1/29/Upon receipt of the documents and a review of the loan program
requested a"Pre-Approval" letter was issued to *** *** based on a preliminary analysis of employment, income,asset information and creditworthinessA Pre-Approval letter is not a commitment to lendAt the time oftheinitial application *** *** did not have a property chosenOver the course of the next two weeks therewere multiple discussions between *** *** and *** *** in regards to the customer's request ofutilizing a Down Payment Assistance programAt the time of application the State of Florida offered severalDown Payment Assistance programs which required extensive research to determine available Down PaymentAssistance programs *** *** could qualify forDue to the complexity of these type of programs JustinWalker advised *** *** that he would be referring her to a local loan officer in Florida with expertise inthe Down Payment Assistance programs in the areas *** *** was considering for her new homepurchaseThe local loan officer reviewed *** ***'s file and determined that she did not qualify for theoriginal amount requestedAs noted above *** *** did not have a specific home either under contractor in mind at the time of her initial application which has a direct effect on a borrower's ability to qualify for ahome purchasePrimary considerations that are included in borrower's ability to qualify for a specific loanamount include debt to income ratios including the overall housing paymentHousing payment calculationsinclude the principal and interest, property taxes, mortgage insurance, home owner insurance and if applicablehome owner association duesIn the case of *** *** these factors combined with the areas she wasconsidering for a home purchase were applied to her mortgage application, as a result *** *** wasprovided a revised Pre-Approval with a lower loan amountFHA Guidelines are very specific and we adhere tothose guidelinesDown Payment Assistance program guidelines need to be applied in addition to the FHAGuidelines as is the case with *** ***Based on the information provided by *** *** she isprequalified for a mortgage with Eagle Home Mortgage, if the customer would like to move forward with themortgage process we would be more than happy to assist her in any way we can.Thank you in advance for your considerationKen H***National Center Manager

Initial Business Response /* (1000, 6, 2015/12/01) */
I am responding to the complaint as outside legal counsel for the Eagle Home Mortgage division of Universal American Mortgage Company, LLC ("UAMC"). After receipt of the Revdex.com complaint where the claim was opened on November 25, 2015, I am...

responding on behalf of UAMC. This response is being provided following an internal review of all of the facts and circumstances surrounding the borrower and the complaint.
As is customary and appropriate, following the closing of the loan where Mr. [redacted] was the borrower, UAMC sold the loan to [redacted]. [redacted] is a quasi-US government agency that acts as a purchaser of qualified residential first mortgage loans in order to stimulate the market and provide a facility for additional loans to be made. As a quasi-US government agency, it is subject to appropriate governmental regulations and monitoring, and acts in a consistently appropriate manner.
Prior to the closing of the loan made by UAMC to Mr. [redacted], on January 2, 2015, Mr. [redacted] received a standard "Servicing Disclosure Statement". Under the provisions of the Federal Real Estate Settlement Procedures Act ("RESPA"), borrowers are given certain rights, and certain disclosures are required to be made under Federal law. In connection with Mr. [redacted]'s loan number XXXXXXXX, on January 2, 2015, UAMC provided Mr. [redacted] with a notice which provided in part "We may assign, sell or transfer of the servicing of your loan while the loan is outstanding." As such, the sale of Mr. [redacted]'s loan to [redacted] and the subsequent transferring of the servicing of the loan by [redacted] to [redacted] should not come as a surprise to Mr. [redacted]. A copy of the Servicing Disclosure Statement is attached.
As is also customary and appropriate, once the loan has been sold to [redacted], [redacted] will engage an outside entity to service the loan on its behalf as owner. [redacted] engaged an entity known [redacted] to act as servicer of Mr. [redacted]'s loan. [redacted] is a private entity that is in the mortgage lending and servicing business. It currently has over 2,300 employees, and is currently serving more than 690,000 customers. Further information concerning [redacted] can be obtained at www.[redacted].com.
While UAMC sympathizes with the issues and problems that apparently are being experienced by Mr. [redacted] in connection with his mortgage loan, once UAMC sells the loan, it has no control over how the loan is administered or serviced. In selling the loan to [redacted], UAMC exercises appropriate responsibility in selecting a quasi-governmental agency to be the purchaser of the loan. While UAMC has no control or direction over the servicer selected by [redacted], [redacted]'s selection of [redacted] to be the servicer is consistent with appropriate standards of good business practice, since [redacted] is a recognized industry leader in mortgage lending and servicing.
To the extent that Mr. [redacted] has defenses or issues to be raised in connection with the servicing of the loan, he or his legal counsel should address those issues directly with [redacted] as the servicer of the loan or [redacted] as the owner of the loan. UAMC has no legal authority or ability to deal with the loan once it has been sold.

I am writing to you on behalf of Universal American Mortgage Company, LLC (UAMC) inresponse to the above-referenced complaint. I serve as outside counsel to UAMC.Because this transaction involves a consumer financial transaction, UAMC is precluded fromsharing many of the details of the transaction...

due to existing privacy rules and regulations. Assuch, this response must be set forth in general without specifics.I and senior management of UAMC have investigated all of the facts and circumstancessurrounding this transaction, and I have reviewed documents with reference to the loan made toMs. [redacted] and her co-borrower.
Again, without disclosing any personal financial information, there is a simple explanation as tothe difference in the closing costs between the loan estimate and the actual closing disclosure.The loan estimate was presented to the complainant and her co-borrower on December 2, 2016,and at that time, there was a contemplation and expectation that the loan would close at the endof the month of December, 2016. Instead, the loan closed on January 3, 2017, As you may beaware, at the lime of the closing of a mortgage loan, the borrowers arc required to pay theinterest that will accrue until the first billing statement can be sent to the borrowers. In thissituation, because the closing took place at the beginning of January, a larger amount of interesthad to be collected to carry through the end of January than would have been required to becollected had the loan closed at the end of December. This explains the difference in the fundsneeded to close. All of this is documented on the closing disclosures that were presented at thetime of the closing.
This additional collection of interest at the time of the closing did not have an adverse impact onthe complainant and her co-borrower. Indeed, had the loan closed at the end of December with aminimal amount of interest required to be paid at the time of closing, the complainant and her coborrower would have received a bill for the entire month's interest for January at a later time.In reviewing the file and speaking to those involved with the transaction, in retrospect, UAMCpersonnel could have done a better job of communicating this charge to the complainant and herco-borrower, Most of the communications between the UAMC personnel and the borrowerswere with Mr. [redacted], the complainant's co-borrower, and this may have further contributed to theuncertainty in the complainant's mind which has led to the complaint being filed.UAMC values its reputation in the business community on a nationwide basis, and continuallystrives to provide the best service possible to all of its clients and customers. While UAMCregrets that Ms. [redacted] believes that she was not treated appropriately, the facts andcircumstances do not support or justify such a conclusion.

In connection with the above-referenced matter, following our telephone conversation at the endof last week, in consultation with my client, the decision has been made to reimburse Mr. andMrs. [redacted] the amount requested in the original complaint filed with your organization. Giventhe cost and consumption of time involved with either an arbitration or court case, it is in myclient's best interest to resolve the matter with payment in the requested amount of $1,730.72.UAMC will forward a check to Mr. and Mrs. [redacted] for the amount requested.Please let me know if you have any questions.

Complaint: [redacted]
I am rejecting this response because: The statements made in the response letter are incorrect. Upon applying for a loan for this house both my wife and my realtor, Suman S[redacted], called the lending agent to verify that the new home could be purchased non-contingent, and thus our offer was written this way.  In addition, on November 17, 2016 a request was made to the lender to close early, on December 7 to ensure that we would be able to move into our new home before our current home closed. His email response said he would try considering the holiday. He knew that our other home sale would not be complete by then. We were not notified that the our home in Valley Springs had to close prior to obtaining a loan until December 20, 2016,  5 days after our loan was scheduled to close per contract. Our realtor wrote the offer non contingent based upon statements made by the lending associate to her directly. As to our ability to unload our moving truck, we no longer had help in that city and the truck was being kept several miles away because there wasn't room on our property for it. Your employee lied to us numerous times telling us we were closing.  In addition, he stated that his manager was placing a phone call to home office to ensure it funded before she boarded a plane to Mexico for a funeral. Should this matter not be resolved consider the attached letter notice that we intend to take this company to small claims court.
Sincerely,
[redacted] And [redacted]

I am writing to you on behalf of Universal American Mortgage Company of California, LLC(UAMC) which also does business as Eagle Home Mortgage in response to the above-referencedcomplaint I serve as outside counsel to UAMC.I and senior management of UAMC have investigated all of the facts and...

circumstancessurrounding this transaction, and I have reviewed documents with reference to the loan made toMr. and Mrs. [redacted].Without disclosing any personal financial information concerning the loan transaction betweenMt. and Mrs, [redacted] and UAMC, there is a simple explanation as to the reason why Mr. andMrs. [redacted] experienced the difficulties described in the complaint.Mr. and Mrs. [redacted] were involved with the contemplated simultaneous sale of the thenexisting home at the same time they wore purchasing a new home that was the subject of theUAMC mortgage loan. UAMC did not provide the financing for the purchasers of the thenexisting home of Mr, and Mrs, [redacted], and, thus, UAMC had no ability to anticipate or controlwhen the sale of the existing home would close. Mr. and Mrs. [redacted] requested an exceptionfrom UAMC of its normal policy and procedure to allow them to move into the new home priorto the closing of their existing home, which was denied.If the sale of the existing home were not to close by the time of the dosing on the new home, Mr.and Mrs. [redacted] with then be required to service both existing mortgages for possibly anindefinite period of time. 13ased upon a review of underwriting standards, UAMC could notaccept the exposure of permitting Mr. and Mrs. [redacted] to move into the new home prior to aclosing, because there was no guarantee that the closing on their existing home would actuallytake place or how long it would take to take place.At no time did anyone on behalf of UAMC provide authorization to Mr. and Mrs. [redacted] tomove out of their then existing home prior to the closing. In fact, when Mr. and Mrs. [redacted]were loading the truck with the possessions from their then existing home, UAMC confirmed toMr. and Mrs. [redacted] that UAMC could not close on the loan until the closing on their existinghome. At that time, based upon the reiteration of the information and advice given to them, Mr.and Mrs. [redacted] could have unloaded the truck, remained in their existing home until theclosing, and eliminated all of the problems that they set forth in their complaint.A review of all of the loan and closing documents demonstrnted the cash needed in order to closeon the UAMC loan, and this could not have been effected or accomplished until after proceedsbecame available from the closing on their then existing home. Unfortunately, all of theproblems and aggravations described in the complaint were the direct responsibility of Mr. andMrs. [redacted]. UAMC never understood the urgency for Mr, and Mrs. [redacted] to vacate theirthen existing home, and this became especially perplexing when Mr. and Mrs. [redacted] chose tocontinue to do so notwithstanding all of the advice to the contrary from UAMC representatives.UAMC values its reputation in the business community on a nationwide basis, and continuallystrives to provide the best service possible to all of its clients and customers. While UAMCregrets that Mr. and Mrs. [redacted] experienced the difficulties that they state in the complaint,the facts and chcumstances do not suggest the need for any financial or other relief to beprovided to them by UAMC.Very truly yours, Charles *. T[redacted]