Envoy Mortgage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The phone number I called comes off the envoymortgage.com website that I am advised to use: and However, my complaint is not with the phone calls not returned; it is that my statements are not received in a timely manner Regards,

Dear Borrowers:
This is in response to Revdex.com Complaint #***, received
by Envoy Mortgage, Ltd(“Envoy”) on *** *,
Envoy performed research relative to the issue stated in
your request, and we have determined that no error occurred
On
November 13, 2014, we received a check for $583.17, which
satisfied the November 1, installment. On the same day, you also
made an online ACH payment of $583.17, which satisfied the December 1,
installment Please note that when you contacted our office on November
13, to inquire about the November payment, the November and December
payments had not yet posted to your loan. Your regular monthly
statement was then generated on November 18, 2014. Since the payment due
on December 1, 2014, had already been paid at the time the statement was
generated, the statement accurately indicated that no further payment was due
for that month.
There is a notification
in the “Important Messages” box of the statement which reads: “As of the
date of this statement, your loan is prepaid. Therefore, there is no
payment due at this time. If you wish to remit a payment, please refer to
the payment coupon for the due date and amount.” Furthermore, the top of
the statement clearly indicates that the next payment was due on January 1,
2015, and the two mortgage payments made on November 13, 2014, were both
credited in the “Transaction Activity” section
However, on December 2, 2014, our Cash Department received
notice that you placed a stop-pay on check #*** for $583.17, and those funds
were reversed from your loan. Due to the stop-pay, the loan again became
due for the December 1, installment. Our representatives explained
this situation to you on December 4, and December 9,
On December 16, 2014, you made another online ACH payment of
$583.17, which again satisfied the December 1, installment. No late
charges were assessed, and the loan was reported as “current” to the credit
bureaus
As of the date of this message, the loan remains
contractually current and is due for the February 1, installment
If I can be of further assistance, please do not hesitate to
call toll free at *** and ask to speak to me directly. My
office hours are Monday through Friday, 8:am to 5:pm, CST
Sincerely,
*** ***
Customer Service Supervisor
Envoy Mortgage, Ltd

5/21/
Revdex.com Complaint #***
*** ***
Envoy Mortgage Loan Number: ***
To whom it may concern:
Below is our response to Mr***’s complaint received on
5/19/
Unreturned
Telephone Calls:
I would like to thank Mr***
for providing the telephone numbers as requested. His response stated he called 713-977-and
877-232-These are telephone numbers to Envoy’s corporate office and not
our Customer Service Department. We
regret that Mr*** has had trouble reaching us and I will have the matter
checked into right away
Two Statement
Options for Faster Delivery:
Online
Statement Viewing - Within days of the
close of the courtesy period, Mr***’s statement can be viewed at our website. As I mentioned in my last response, Mr
*** is a registered user of the website and after logging in, monthly
statements can be viewed at the “Statements/Documents” tab. For example, Envoy produced statements on
5/18/15, and as of today, an image of the statement is viewable which is
days before the payment due date. The statement
is printable and the coupon can be used towards the next payment. Paperless
Statements - As I mentioned in my last response, the paperless statement option
offers a faster method of deliveryFor
example, an email notification would have been sent to Mr*** on 5/19/
that his statement was ready for viewing on the website
Envoy will not be able to send
statements any sooner as requested by Mr***. It is the policy of Envoy to follow federal
guidelines for the timing and content of monthly statements and there will be
no change to this policy
We hope that he will take advantage of the
paperless statement option or utilize the online statement viewing option. As I stated in my last response, if Mr
*** needs to reach me for any customer service related matters, my direct
line is 713-993-
Sincerely,
Leesa ***
Vice President, Customer
Service

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.Since this has turned into a "he said - he said" situation, and there is no clear path to resolution, there should be no further correspondence regarding this matter.I request that the "business" remove me from all newsletter and other correspondence in a timely manner.Thank you for your assistance in this matter.Sincerely,*** ***,***

We originally spoke with Mr. and Mrs. [redacted] after they were referred to us by an existing client. They were hopeful we could help them get into a new house and out of their current home. During the application process an issue with their departing residence would need to be addressed before we...

could complete their pre-approval. They had made some initial calls and the results were not promising. I offered some advice and told them to give us a call if they end up getting it figured out. I added them to our database so they would receive client update and market update communications from us in the future. I followed up with Mr. [redacted] as soon as I received the complaint. He didn't realize we put his application on hold back in March after finding out about the previously mentioned issue with the departing residence. He explained that they figured out a plan, resolved the issue and were waiting to hear back from us. I asked if he ever attempted to reach out to us. He stated that he hadn't called but we should have called him to find out how it was coming along. He did state that he replied to one of our automatically generated newsletters that go out monthly but he never received a response back from that. I went through my mail history with him on the line and couldn't find it anywhere. He said he would forward it and I promised to answer all of his questions as soon as I received it. He didn't care to discuss it much further. I still hadn't received the email as of this morning which I was hoping to do prior to this response so I called to check in with him. There was no answer so I left a detailed message that I would be available to answer questions and continue to work with him if he would like us to do so.

Envoy Mortgage received [redacted] request to remove the credit inquiry that was authorized by [redacted], who applied for a mortgage loan through Envoy’s website on September 14, 2015.  Envoy acted upon this application and the authorization to pull credit provided by [redacted]...

under standard business practices for joint credit applications.  Envoy does not believe that we have committed any fraudulent activities by pulling credit as requested by his spouse.  The fact that Envoy acted appropriately in obtaining his credit report is evidenced by his signature on the authorization form (previously provided via email to [redacted]) which contains the signature of [redacted] and a signature that appears to be [redacted]
 
However in order to resolve this complaint, we are working with our credit vendor to have the inquiry removed as a courtesy to [redacted] should note that while we can request that the credit bureaus remove the inquiry, we cannot guarantee any particular result, and I have been advised that this process can take in excess of 30 days to complete.
 
Thank you,
Heather S[redacted]
SVP, Chief Compliance Officer
Envoy Mortgage, Ltd.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The phone number I called comes off the envoymortgage.com website that I am advised to use: 713.977.8005 and 877.232.2461 However, my complaint is not with the phone calls not returned; it is that my statements are not received in a timely manner. 
Regards,