Envoy Mortgage Ltd

January 30, RE: Customer Complaint # [redacted] , [redacted] , [redacted] Dear Mrand Mrs [redacted] : This is in response to the Revdex.com Complaint ID # [redacted] , filed on January 6, According to our records, you initially contacted our office on December 10, 2014, regarding your tax bill Our representative advised you that Envoy was scheduled to disburse payment for your taxes to the Wagoner County by the end of the month, and that the county tax office would be billing us directlyOn January 6, 2015, you spoke to our Property Tax Department, who advised you that the payment in question was still pending At the time, they did not have sufficient information to correctly parcel the property using the address on file Therefore, a legal description had to be requested in order to confirm that proper parcel for payment You also spoke to our Customer Service Manager, who asked you to send in a copy of your tax bill so that it could be paid as soon as possible On January 8, 2015, we received a copy of your tax bill via email A base tax payment of $4,was disbursed to the Wagoner County from the escrow account on January 9, Please note that no penalties or interests were assessed for this payment We apologize for the unpleasant dealings that you have recently experienced with Envoy Mortgage It is our policy to give our customers the highest level of service and we regret that we did not meet your expectations Although the tax bill in question was not paid during 2014, and thus not included on your IRS Form, we respectfully advise you to contact either the IRS or your tax preparer to determine whether those taxes can still be deducted on your tax return, or whether they will have to deduct on the tax return instead If I can be of further assistance, please do not hesitate to call toll free at 1-877- [redacted] and ask to speak to me directly My office hours are Monday through Friday, 8:am to 5:pm, CST Sincerely, [redacted] Envoy Mortgage, Ltd

Incident #*** has been updated by the person servicing your request The changes are listed below and reflect the previous status along with the current status on the fields that were updated
class="cs566403de1">
Field Old Value New Value
Priority Hours (Corporate) Project
Severity No Change
Status No Change

Complaint: ***
I am rejecting this response because:it makes no sense whatsoever
Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I feel that without my efforts to make sure that the tax bill was paid that it would have been under review for quite a bit of time longer I accept this as it is however I will not ever recommend Envoy Mortgage to any person looking for a loan and as soon as humanly possible we will make sure that we refinance with another mortgage company I was with a mortgage company for years previous to Envoy and never once experienced anything like this I will close this complaint however as I stated before, I will not be recommending you to anyone
Regards, *** ***

January 30,2015
 
RE:  Customer Complaint # [redacted]
Dear Mr. and Mrs. [redacted]:
This is in response to the Revdex.com Complaint ID #[redacted], filed on January 6, 2015.
According to our records, you initially contacted our office on December 10, 2014, regarding your tax bill.  Our representative advised you that Envoy was scheduled to disburse payment for your taxes to the Wagoner County by the end of the month, and that the county tax office would be billing us directly.
On January 6, 2015, you spoke to our Property Tax Department, who advised you that the payment in question was still pending.  At the time, they did not have sufficient information to correctly parcel the property using the address on file.  Therefore, a legal description had to be requested in order to confirm that proper parcel for payment.  You also spoke to our Customer Service Manager, who asked you to send in a copy of your tax bill so that it could be paid as soon as possible. 
On January 8, 2015, we received a copy of your tax bill via email.  A base tax payment of $4,499.00 was disbursed to the Wagoner County from the escrow account on January 9, 2015.  Please note that no penalties or interests were assessed for this payment. 
We apologize for the unpleasant dealings that you have recently experienced with Envoy Mortgage.  It is our policy to give our customers the highest level of service and we regret that we did not meet your expectations.  Although the tax bill in question was not paid during 2014, and thus not included on your 2014 IRS 1098 Form, we respectfully advise you to contact either the IRS or your tax preparer to determine whether those taxes can still be deducted on your 2014 tax return, or whether they will have to deduct on the 2015 tax return instead. 
If I can be of further assistance, please do not hesitate to call toll free at 1-877-[redacted] and ask to speak to me directly.  My office hours are Monday through Friday, 8:00 am to 5:00 pm, CST. 
Sincerely, 
[redacted]
[redacted]
Envoy Mortgage, Ltd.