Holistic Solutions LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedCurrently, (Sept8, 2015) I have not yet seen the refund or the reversal of my negative credit reportI appreciate the effort and time in reviewing my case Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Currently, (Sept. 8, 2015) I have not yet seen the refund or the reversal of my negative credit report. I appreciate the effort and time in reviewing my case.
Regards,
[redacted]

Upon receipt of this customer complaint, I called the borrower and I feel he now understands that we do not hold onto his payments to process at a later time.  I explained to Mr. [redacted] that there is no benefit to us holding his payments for 5-6 days.  I explained to the customer that it...

is to our benefit to process his payments as soon as they are received.   We discussed the lockbox (payment processing) process and I explained that the lockbox (payment processing center) that our bank uses does not have the ability to receive online bill pay electronically at this time so his bank has to mail his online bill payment to us using regular mail.  I explained that we have had concerns about how long mail is taking to arrive at the lockbox but after a thorough review of their processes we are confident that the mail center in Dallas is causing the delay.   The borrower feels we are delaying processing money he is sending us in order to set him up on [redacted] payments where we draft his account directly.  There is no financial gain for us drafting his account over processing a payment in any other way.  The only reason every person he has talked to about this issue is urging him to allow us to draft his account is because it is the best solution to this problem.  If he authorizes us to draft his account on the first, it will be done and his account would reflect that his account was paid on the first.  The borrower would not receive any calls or letters except for the monthly billing statement if he sets up an [redacted] payment.  We have suggested he set this up because we know he wouldn’t have to worry about this issue anymore if he does.  I have reviewed the memo history in our system and Cascade has only initiated one outbound call for the life of the loan for the purpose of inquiring about his payment.  The borrower says we have called three times in over one year and I see three outbound calls but the other two were responses to his calls to us.  When the borrower told us he would send the payment out early, before his money was in his account, our employee informed the customer that they wouldn’t recommend him to do that because we would process the payment when the payment is received and if he didn’t have sufficient funds the payment would be returned from his bank. We have never had problems processing payments the day they are received.  We are working with our bank to get their lockbox set up to take online bill payments electronically but there are technology issues to contend with.

As the Chief Compliance Officer at Cascade, I take all complaints very seriously and want you to know I've researched this situation, acknowledge our responsibility and can definitely understand your frustration. Given the complexity of FHA's new handbook, more research prior to responding should...

have been done as the answer you received regarding your husband changing jobs was inaccurate. As such, we are refunding your full deposit of $895. I left you a voicemail to let you know this and to verify the address to send the check to, but see that you did include your address in the complaint so will mail the check there today. I sincerely apologize for the experience you had with us and want to let you know we appreciate you sharing your concerns so we can try and make things right. We are also taking this opportunity to remind employees of this specific guideline as well as how they could better handle questions like this in the future.  Please know that customer service is extremely important to Cascade and if given the chance, we’d still like to help you with the financing of a home.    I am available any time if you need anything further. My email is [redacted] and my direct line is [redacted]  Respectfully, Christina G[redacted]

[redacted], After reviewing the borrower’s complaint in regards to her late payment.  I have found that the late payment was not due to her negligence  but rather due to an error by her current bank who didn’t send the payment on time as she had instructed them (we did confirm with her...

bank that it was their error).  This I believe is a clear cut situation where as a servicer we can make a discretionary decision to enforce the late payment or look at the whole picture and give the borrower the benefit of the doubt. Upon review my Director of Servicing will be contacting the borrower today to let her know that the late payment penalty will be fully refunded and the late payment that was reported on her credit will be reversed.  Sincerely, [redacted], CMBPresidentNMLS #[redacted]