LenderLive responded to the borrower by letter capturing the belowLenderLive stated that on 1/4/LenderLive deducted an amount from the borrower’s escrow account and added it to the overpayment the borrower remitted on 12/31/ to satisfy the borrower’s 1/1/contractual loan payment LenderLive stated that on 1/6/LenderLive received funds from the borrower and because her 1/1/contractual loan payment had already been satisfied, LenderLive posted these funds as a principal reduction to the borrower’s loan LenderLive has reversed the payment received on 1/6/which was applied as a principal reduction; has remitted funds back to the borrower’s escrow account; and has issued a check for the remaining amount of funds which is being sent to the borrower under separate cover on 1/21/ LenderLive also enclosed a payment history reflecting these actions made to her loan LenderLive also stated that a pending service transfer of the borrower’s loan will take place on 2/1/2016, and provided the borrower with the contact information of the new servicer LenderLive also stated that a Notice of Servicing Transfer would be sent to the borrower under separate cover LenderLive stated that it valued the borrower as a customer and offered its apology to the borrower for any inconvenience or frustration the borrower may have experienced in connection with the servicing of her loan
Complaint: [redacted] I am rejecting this response because: I am waiting for a response after LenderLive review the Certificate of Service of Statement of Intention document sent by me today It's not that I believe that the document is a "reaffirmation to pay", it is according to the United States Bankruptcy Court Middle District of North CarolinaOn the document indicates that Mutual Community Savings Bank had the mortgage which was merged with Mechanics & Farmers Bank and now managed by LenderLive LenderLive's Revdex.com response statement about the denial of the loan modification is not clear I received letters from LenderLive (1) dated Feb 3, for a 10/application and (1) dated Sept 23, for a application (which indicated a promotion and substantial income increase) No, the letters did not mention the Bankruptcy but the LenderLive agents did every time that the attempted to explain the denials to me over the phone The letters indicated denial reasons: “Does Not Meet Investor Guidelines and Pay History” - did not understand this Also, the letters stated "In order to avoid the negative impact to your credit rating from late payments and to avoid foreclosure, it is imperative that you fully reinstate your account If you cannot fully reinstate your account we would like to offer you the opportunity to qualify for a possible short sale.” My account was not in trouble and never been in trouble with Lenderlive The letters I received from LenderLive were robot standard letters, obvious by the verbiage that was usedI was never late and was not in danger of foreclosure To suggest that I “fully reinstate your account” when it was not in trouble I turned to LenderLive to take the advantage of the opportunity that was offered to many homeowners that had faced unemployment and other hardships able to pay and to have their loan modified through the HARP or other programs available through the mortgage servicers or banksThese programs were to help the homeowner, not to make life worst The second application was sent on my behalf from the Center for Homeownership & Economic Development, Hillsborough, NC because I met the minimum qualifications for Mortgage Assistance through the available government mortgage assistance programs that expires December Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Your original loan was serviced by LenderLiveThis loan was refinanced and paid off on February 26th, Your new loan was reassigned to LenderLive by United Security Financial for servicing on April 14th, and assigned a new loan number We have reviewed the copies of the payments you sent in through your online bill pay service: Your check in April was posted to the original loan number, as was indicted on the check, and returned to you on April 15th, because that loan had been paid off through the refinance Your next check was received and posted to the new loan on April 27th, The most recent check was received on June 5th, No other payments were received in the month of June There was an inadvertant duplicate posting of this payment to your loan which was reversed on June 10th, We duly apologize for any confusion or frustration that may have been caused by this matterA letter providing more specific detail and a copy of the letter sent with your refund check will be sent directly to your attention for your reviewPlease feel free to contact us after you receive the documentation if you have any additional questions
LenderLive responded to the borrower by letter capturing the belowLenderLive’s records reflected that on 1/4/the borrower called LenderLive’s Call Center inquiring as to when she would be receiving her loss draft funds and requested that a supervisor return her call with regard to these funds After speaking with the borrower on 1/4/LenderLive opened a research request for LenderLive’s Escrow Department to review the borrower’s loan LenderLive’s records reflected that on 1/6/the borrower spoke with a LenderLive supervisor who assisted in arranging for the funds to be sent to the borrower via overnight delivery Our records reflected that on 1/14/the borrower contacted LenderLive stating that she had not received the funds LenderLive researched the matter and confirmed that the funds were not sent via overnight delivery due to a processing error On 1/14/a LenderLive loss draft specialist contacted the borrower, informed her that LenderLive would issue another check immediately, and remitted the funds to the borrower via Federal Express overnight delivery and provided the borrower with the Federal Express tracking number LenderLive confirmed by accessing the tracking number that Federal Express delivered the package containing the check on 1/15/at 1:p.m(CST)
(The consumer indicated he/she DID NOT accept the response from the business.) [redacted] was the original mortgage company and sometime in July 2015, they were asked or voluntarily left the State of [redacted] and my loan servicing was sold to LenderLive NetworkI was to be informed days in advance of the loan transfer which was to take place on August 1, which meant that I was to receive notification on or about July 17, I did not receive notification until August 17, 2015, days AFTER the transfer of the loanI had already made my August house payment to [redacted] and on or about August 16, I received collection calls from LenderLive Network demanding payment for my August house paymentI did not even know who these people wereI demanded to know why I had not received the timely notification of the transfer of loan but no explanation was givenIn September when I called LenderLive Network, we did discuss a loan modification and I did ask for the paperwork and it was never sent, I paid the September house payment on or about September 18, I contacted LenderLive in October once again to notify them that we had sold our house and that my husband was also responsible for the house payment and not just me that they needed to contact him as well to request the October house payment since he and I had separatedThey failed to contact him even though they had his contact informationI explained to them that I would make half the house payment at that time but they refused saying it would be put on hold until the full payment was receivedOn November 19, I went online and paid the October 1, payment along with late fees and it was accepted but then later that day, it was rejected and I was told by [redacted] at LenderLive that I needed to pay October, November and December (which was not even due yet) in order to bring the account current which totaled approx$I told them that the house would be paid off in full on November 30, why would I need to pay December payment in advance [redacted] told me they would not accept anything less than the October November and December payments so I had to let it goThen when I requested the payoff in writing on November 23, which they required a hr notification which I gave them and on November 25th when I contacted LenderLive about the loan payoff request they insisted they never received but I had written documentation that I had made the request on November and I emailed this documentation to themAfter some arguing back and forth with [redacted] at Lenderlive, my Title Co Rep and myself, [redacted] finally agreed to send it on November I received the payoff via my email but then another payoff was sent to my Title Co and each payoff had a different amountThe one sent to the title co which I never received a copy of include interest through the month of December so once again LenderLive is operating outside the lawThey now owe me a refund of the interest and I have yet to have received this from LenderLiveThey have not followed the letter of the lawEver since LenderLive took over my loan, they have harassed me at all hours of the day and night which I have telephone records to prove, they never notified me timely of the transfer, they accepted payment then rejected without notice, they wanted more payment than was due, and they were forced to provide the loan payoff this company should not be allowed to be in business
LenderLive responded to the borrower by letter capturing the belowLenderLive’s records reflected that the borrower contacted LenderLive’s Call Center regarding the loss draft process for the first time on 01/26/16; that a loss draft package was mailed to the borrower on 01/27/16; and that on 01/29/the borrower spoke with a LenderLive representative who informed the borrower that the loss draft package had been received by LenderLive which would be reviewed to determine that it was complete LenderLive’s records further reflected that on 02/05/the borrower contacted LenderLive and LenderLive representative informed borrower that the loss draft package had been received; however, it did not contain the Statement of Loss, a required document LenderLive spoke with the borrower on 02/08/and informed the borrower that it would take 7-business days to complete the review of the loss draft packageOn 02/10/the borrower contacted LenderLive and stated that all repairs had been completed; therefore, LenderLive requested a property inspectionOn 02/11/LenderLive processed and mailed to the borrower the first drawLenderLive stated that after a visual inspection of the property was completed, LenderLive determined the repairs were 100% completed, and based on that information, on 02/19/a second draw was processed and mailed to the borrowerLenderLive stated that the letter dated 02/11/sent to the borrower indicating that the servicing of her loan would be transferred to a new servicer was inadvertent and that the servicing transfer had been delayed LenderLive requested that the borrower submit the remaining loss draft documents as described in LenderLive’s letter dated 02/19/to LenderLive so that LenderLive can complete the processing of the borrower’s loss draft claim prior to the servicing transfer to the new servicer of the borrower’s loanLenderLive also stated that on 02/24/and 02/29/an attempt was made to contact the borrower by telephone to discuss the borrower’s concerns; however, LenderLive was unsuccessful in personally speaking with the borrower LenderLive’s records reflect that the borrower contacted LenderLive on 02/29/LenderLive stated that on 03/03/a LenderLive supervisor returned the borrower’s call to inform her that we required the borrower to submit the remaining loss draft documents to LenderLive so that we could remit the remaining loss draft funds to the borrower LenderLive also followed up the telephone call with an e-mail to the borrower requesting the borrower submit the remaining loss draft documents, and in LenderLive’s response to the borrower’s rejection, provided a detailed list of the remaining loss draft documents to be submitted so that LenderLive could complete the loss draft process and remit the remaining loss draft funds to the borrowerLenderLive once again stated it valued the borrower as a customer, and apologized for any inconvenience or frustration the borrower may have experienced in connection with the servicing of the borrower’s loan
LenderLive is responding to the borrower by letter which captured the belowLenderLive stated that on 07/29/it remitted payment to the borrower’s insurance company for the borrower’s annual hazard insurance premium LenderLive stated that on 09/09/it received an endorsement reflecting that the borrower’s hazard insurance was changed to another company along with a notice that a premium was due On 09/15/LenderLive issued a check to pay for the hazard insurance premium with the new company LenderLive’s records reflected that the borrower contacted LenderLive by telephone on 05/09/2016, 05/16/and 05/24/informing our representative that their hazard insurance premium had been paid twice and that your hazard insurance was no longer with the previous insurer and was with a new insurer Based on the information the borrower provided, LenderLive is seeking a refund from the borrower’s prior insurance company LenderLive will continue to follow up with the borrower’s prior insurance company until we have confirmation that the funds have been sent back to the borrower LenderLive suggested to the borrower that once the borrower received the refund of the hazard insurance premium that she forward the refund to the new servicer of the borrower’s loan so that they can apply it to the borrower’s escrow account to reduce or eliminate a possible escrow shortage LenderLive extended its apology to the borrower for any inconvenience and frustration she may have experienced
Initial Business Response / [redacted] */ Your property taxes due on June 1st, were disbursed from your escrow account on May 14th, On June 11th, upon research with the tax collector's office it was determined the check issued did not arrive in their officeOn June 12th, a new payment was issued and sent via overnight mail to the tax collector's officeThe tax collector's office agreed to waive any fees and penalties assessed to your tax accountAt this time your property tax account is in good standing and due for the next installment on August 19th, which will be paid before the due date
They did not exhaust all efforts to contact me or my ex husband regarding this houseMail was not sent certified to our legal address (which is listed on the county website or by any google search), phone calls were not made to ME who is also the legal owner of the houseI did not receive any notifications at allNo mail, no callsIt is public record on the [redacted] website that the legal owners do not reside at the house [redacted] I & [redacted] is listed on a public website [redacted] One simple search would have given them the legal address of the ownerI do not feel as if they exhausted all of their efforts trying to locate usThey kept sending correspondence to our rentersNot to usThe original lender did not provide them the forwarding address which is not Lenderlives faultHowever it is now their responsibility to remove these marks on our credit because that is the right thing to doThe bottom line is they were not notified of our legal address and we were not notified that our loan was changed to LenderliveWe are both the victims hereThis has damaged my credit horriblyI can understand if we just did not make our mortgage paymentThen this is justifiedHowever, the mortgage payments were made by my ex husbandHe kept sending them so for - months Lenderlive claims they tried to find us to notify us when I can google us and find my ex husbands current address or my addressNowadays you can locate someone on social mediaYou cant tell me that they were unable to find us especially since our county website is publicAll you do is type in our addressI am asking that they remove the marks from mine and my ex husbands credit report because this was not our faults [redacted] paid the mortgage just as he has since we bought the houseWe have never been late beforeNot onceThis has damaged my credit so badWhat is more upsetting is that my ex husband handles this house along with a property managerI cant get out of this house even though I have tried
LenderLive responded to the borrower by letter capturing the below LenderLive's records reflect that the servicing of the borrower's loan was transferred to LenderLive on 03/03/and on that date the tax installment for February was unpaid by the prior servicer LenderLive's records further reflect that the first notification LenderLive received regarding property tax payments due was in August of from the cityAt that time, the invoice received indicated payment owed for city, school and county taxes and a check was mailed on 08/11/ LenderLive confirmed that the borrower's property taxes are due semi-annually during the months of February and AugustThe next scheduled tax disbursement was to be paid in February of Our records further reflect the borrower's loan was paid in full on 03/12/LenderLive has determined that the borrower was assessed a late penalty and was paid by the borrower to the city as the taxes for the February installment were not paid out of the borrower's escrow account prior to the loan being paid in fullA check in the amount of the late penalty fee will be sent to reimburse the borrower for the late penalty incurred
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ LenderLive Network Inc("LenderLive") received notices on June 8th, from the Revdex.com and Consumer Financial Protection Bureau regarding complaints you had filed with each agencyWe understand from the notices that you have concerns regarding the servicing of this loanTo that end, we are providing you with the following: Review of your loan payment history indicates that the payment submitted on our web portal on May 8th, was not processed and posted to your loan and the payment was not withdrawn from your bank account due to an erroneous research code that was placed on your loan which prevents additional transactions from occurring until the research request is resolvedBecause the payment was not processed and posted to your loan, the payment was reported as "late" to the credit bureaus At this time we have removed all preventative stops from your loan and you are able to process payments as beforeIn order to post your May payment, we will need you to re-submit through the LenderLive web portalLenderLive will immediately post the May payment upon receipt of the fundsLenderLive has already submitted the information to the credit bureaus to immediately correct the reporting of a "late" payment for May As requested, we have also updated your mailing address to ensure that correspondence is sent to the correct addressWe apologize for any inconvenience or frustration you may have experienced due to this matter
Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ LenderLive has reviewed the borrower's loansOur records reflect that on February 2, 2015, the servicing of both loans was transferred to LenderLiveOn that date, both loans were due for the August 1, contractual loan payment Our records further reflect that on April 15, 2015, we received the borrower's request, including financial documentation, for approval of a deed-in-lieu of foreclosureOn April 27, 2015, LenderLive received additional documentation from the borrower to support his request for a deed-in-lieu of foreclosure for both loans LenderLive did not receive all of the documentation required so that we could complete our review of the borrower's request for approval of the deed-in-lieu of foreclosureOn June 8, 2015, a LenderLive representative contacted the borrower via telephone and informed him that we needed additional documentationFurther, by letter dated June 9, 2015, LenderLive followed up with the borrower also requesting him to provide to us the additional required documentation On June 12, and June 16, 2015, respectively, we received the requested documentationOn June 16, 2015, we ordered title reports for both properties encumbered by the loans On July 10, 2015, LenderLive forwarded to its legal counsel the approved deed-in-lieu of foreclosure request and requested that our legal counsel begin preparation of the deed-in-lieu of foreclosure documentation for both loans LenderLive is in the process of completing the preparation of the documentation required for the deed-in-lieu of foreclosure for both propertiesLenderLive anticipates sending to the borrower the documentation, along with instructions as to execution of the same, within the next seven (7) business daysAdditionally, a LenderLive representative will contact the borrower via telephone after the documentation has been sent to discuss any questions the borrower may have with regard to the deed-in-lieu of foreclosure documentation
LenderLive responded to the borrower by letter capturing the belowLenderLive stated that its records reflected that on 01/06/it received and applied the borrower’s 01/01/contractual loan payment to his loan LenderLive’s records indicate that the servicing of the borrower’s loan was transferred to a new servicer with an effective date of 02/01/ A joint service transfer letter dated 01/15/was sent by the new servicer notifying the borrower that LenderLive would cease servicing the borrower’s loan and that the new servicer would begin servicing the borrower’s loan with an effective date of 02/01/ On the date the servicing of the borrower’s loan was transferred, the borrower’s 02/01/contractual loan payment was dueLenderLive’s records do not indicate that we submitted any negative comments to the major credit reporting agencies Further, our records reflect that the borrower’s loan was not assessed any additional interest as the borrower remitted the borrower’s contractual loan payments timely to LenderLiveFor servicing issues that have taken place after the service transfer, LenderLive encouraged the borrower to reach out to the new servicer, provided the new servicer’s toll free telephone number and the hours the new servicer can be reached
Complaint: [redacted] I am rejecting this response because: Lender Live has blatantly lied to the Revdex.comOn 1/27/I contacted Lender Live and requested them to e-mail me the loss draft package as the repairs to my home had already been completed and I needed the funds to pay the contractorThe package was e-mailed I filled it out and faxed it backI also overnighted the check from my insuranceThe check was received by Lender Live on 1/29/I called Lender Live to confirm receipt of the loss draft packageThe customer service person told me that the statement of loss was not receivedI proceeded to fax the statement of loss twice to lender liveI, again, told them that all the repairs had been already completed and that I need the funds to pay the contractor.On 2/5/2016, I called Lender Live again to check on the status of this process and because no one from Lender Live had contacted meThe customer service person said that they had received all required documents and the next step was to set up an inspectionAgain, I told the customer service repThat repairs had been completedThey told me it would take to days to set up an inspectionOn 2/8/I called Lender Live again to check on where they were in the processThe customer service person told me we were waiting for a response from the loss draft departmentThis Loss of Draft Department has no contact person or a phone number I could callI then requested to speak to a supervisorNo one contacted me.On 2/10/2016, I called Lender Live againI wanted to see if they had arranged for an inspection The customer service person stated at that time that they would submit a request from the loss draft department for an inspection on my behalfI, again, requested to speak to a supervisor or anyone in chargeNo one contacted me.On 2/15/2016, I called Lender Live because no on had contacted meThe customer service person stated that we were at the mercy of the Loss Draft Department and I had to wait for someone to call meI was extremely upset by this responseI asked for a supervisor immediatelyI was put on hold for several minutes, then customer service transferred me to someone who took my informationLater that evening a contractor called and I arranged the inspection of the propertyThis is also the date they asked for further documentationI was surprised at this request because no one contacted me.On 2/18/I received a voice message from Lender LiveThe rep [redacted] stated that they received my complaint made to the Revdex.com and would investigate.On 2/20/I received a check for 1/of the amount I am owed from Lender LiveIncluded in the same envelope was a letter stating that this was an attempt to collect a debtA second letter (in the same envelope) stated that another company was going to be handling my mortgage and that I should contact that company to collect the rest of the money owed to me.On 2/24/The Lender Live rep., [redacted] , left a voice message to let me know that they received the complaint I filed with the Consumer Financial Protection BureauI returned the callI have yet to hear from Lender Live again.I am selling my home so that I never have to deal with Lender Live againThey have never apologized for the frustration and anger they've caused me Sincerely, [redacted]
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 Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ LenderLive has reviewed the loan and confirmed that LenderLive received two checks from the borrowers in the month of August 2015, i.e., on August 14, 2015, LenderLive received a check and on August 18, 2015, LenderLive received a second check LenderLive's records reflect that on August 20, 2015, the borrowers contacted LenderLive by telephone and requested a refund for the duplicate payment remitted, and a LenderLive representative informed the borrowers that it may take a couple of days to return the funds as LenderLive had to make certain that the funds had cleared the borrowers' bank account On August 24, 2015, a reimbursement request was submitted to LenderLive's Finance DepartmentThe policies and procedures of LenderLive's Finance Department provide that LenderLive would be unable to remit the funds to the borrowers prior to ten (10) business days from August 24, 2015, due to the fact that LenderLive needed to confirm the duplicate payment the borrowers remitted would not be returned from their financial institution as non-sufficient prior to that time frame LenderLive's records indicate that on September 3, 2015, the borrowers contacted LenderLive inquiring as to the status of the refundOn September 10, 2015, LenderLive's Finance Department approved the reimbursement request to the borrowers, and on that date an automatic clearing house (ACH) transaction to the borrowers' bank account was completed For the borrowers' convenience, we have sent a letter capturing the events listed aboveLenderLive appreciates the borrowers bringing to LenderLive's attention that they received ambiguous information with regard to LenderLive's policies on the processing and actual time required for a borrower to receive a mortgage payment refundFurther, LenderLive apologizes that the borrowers had to contact LenderLive by telephone on several occasions requesting the status of the refundLenderLive strives to embrace a customer centric philosophy as we want to build successful relationships with our customers
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Your loan was transferred to LenderLive from the prior servicer on 09/15/2014. On 12/10/14 an incorrect tax amount was disbursed from your escrow account to the taxing authority. The error was identified, the taxing authority was... immediately notified, and a request for a refund was initiated. The refund was received and the funds were deposited back into your escrow account on 05/27/15. After a thorough review of your escrow account, your tax installment amount was adjusted to the corrected amount. On 05/22/15 a disbursement was made from your escrow account to the taxing authority. The disbursement included penalties and interest. On 05/22/15 LenderLive credited all penalties and interest back to your escrow account. LenderLive has confirmed with the taxing authority that the payment was received and your taxes are current. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. A detailed letter will be sent directly to your attention. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
This statement "via wire to the new servicer and provided the borrower with the wire confirmation number." Is a FLAT OUT LIE! But go ahead and close I feel bad for any one else who will have to work with LenderLive
Final Consumer Response / [redacted] (2000, 7, 2015/06/17) */ Situation has been fixedPlease delete the Revdex.com complaintThank you
LenderLive responded to the borrower by letter capturing the belowLenderLive stated that on 1/4/LenderLive deducted an amount from the borrower’s escrow account and added it to the overpayment the borrower remitted on 12/31/ to satisfy the borrower’s 1/1/contractual loan payment LenderLive stated that on 1/6/LenderLive received funds from the borrower and because her 1/1/contractual loan payment had already been satisfied, LenderLive posted these funds as a principal reduction to the borrower’s loan LenderLive has reversed the payment received on 1/6/which was applied as a principal reduction; has remitted funds back to the borrower’s escrow account; and has issued a check for the remaining amount of funds which is being sent to the borrower under separate cover on 1/21/ LenderLive also enclosed a payment history reflecting these actions made to her loan LenderLive also stated that a pending service transfer of the borrower’s loan will take place on 2/1/2016, and provided the borrower with the contact information of the new servicer LenderLive also stated that a Notice of Servicing Transfer would be sent to the borrower under separate cover LenderLive stated that it valued the borrower as a customer and offered its apology to the borrower for any inconvenience or frustration the borrower may have experienced in connection with the servicing of her loan
Complaint: [redacted] I am rejecting this response because: I am waiting for a response after LenderLive review the Certificate of Service of Statement of Intention document sent by me today It's not that I believe that the document is a "reaffirmation to pay", it is according to the United States Bankruptcy Court Middle District of North CarolinaOn the document indicates that Mutual Community Savings Bank had the mortgage which was merged with Mechanics & Farmers Bank and now managed by LenderLive LenderLive's Revdex.com response statement about the denial of the loan modification is not clear I received letters from LenderLive (1) dated Feb 3, for a 10/application and (1) dated Sept 23, for a application (which indicated a promotion and substantial income increase) No, the letters did not mention the Bankruptcy but the LenderLive agents did every time that the attempted to explain the denials to me over the phone The letters indicated denial reasons: “Does Not Meet Investor Guidelines and Pay History” - did not understand this Also, the letters stated "In order to avoid the negative impact to your credit rating from late payments and to avoid foreclosure, it is imperative that you fully reinstate your account If you cannot fully reinstate your account we would like to offer you the opportunity to qualify for a possible short sale.” My account was not in trouble and never been in trouble with Lenderlive The letters I received from LenderLive were robot standard letters, obvious by the verbiage that was usedI was never late and was not in danger of foreclosure To suggest that I “fully reinstate your account” when it was not in trouble I turned to LenderLive to take the advantage of the opportunity that was offered to many homeowners that had faced unemployment and other hardships able to pay and to have their loan modified through the HARP or other programs available through the mortgage servicers or banksThese programs were to help the homeowner, not to make life worst The second application was sent on my behalf from the Center for Homeownership & Economic Development, Hillsborough, NC because I met the minimum qualifications for Mortgage Assistance through the available government mortgage assistance programs that expires December Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Your original loan was serviced by LenderLiveThis loan was refinanced and paid off on February 26th, Your new loan was reassigned to LenderLive by United Security Financial for servicing on April 14th, and assigned a new loan number We have reviewed the copies of the payments you sent in through your online bill pay service: Your check in April was posted to the original loan number, as was indicted on the check, and returned to you on April 15th, because that loan had been paid off through the refinance Your next check was received and posted to the new loan on April 27th, The most recent check was received on June 5th, No other payments were received in the month of June There was an inadvertant duplicate posting of this payment to your loan which was reversed on June 10th, We duly apologize for any confusion or frustration that may have been caused by this matterA letter providing more specific detail and a copy of the letter sent with your refund check will be sent directly to your attention for your reviewPlease feel free to contact us after you receive the documentation if you have any additional questions
LenderLive responded to the borrower by letter capturing the belowLenderLive’s records reflected that on 1/4/the borrower called LenderLive’s Call Center inquiring as to when she would be receiving her loss draft funds and requested that a supervisor return her call with regard to these funds After speaking with the borrower on 1/4/LenderLive opened a research request for LenderLive’s Escrow Department to review the borrower’s loan LenderLive’s records reflected that on 1/6/the borrower spoke with a LenderLive supervisor who assisted in arranging for the funds to be sent to the borrower via overnight delivery Our records reflected that on 1/14/the borrower contacted LenderLive stating that she had not received the funds LenderLive researched the matter and confirmed that the funds were not sent via overnight delivery due to a processing error On 1/14/a LenderLive loss draft specialist contacted the borrower, informed her that LenderLive would issue another check immediately, and remitted the funds to the borrower via Federal Express overnight delivery and provided the borrower with the Federal Express tracking number LenderLive confirmed by accessing the tracking number that Federal Express delivered the package containing the check on 1/15/at 1:p.m(CST)
(The consumer indicated he/she DID NOT accept the response from the business.) [redacted] was the original mortgage company and sometime in July 2015, they were asked or voluntarily left the State of [redacted] and my loan servicing was sold to LenderLive NetworkI was to be informed days in advance of the loan transfer which was to take place on August 1, which meant that I was to receive notification on or about July 17, I did not receive notification until August 17, 2015, days AFTER the transfer of the loanI had already made my August house payment to [redacted] and on or about August 16, I received collection calls from LenderLive Network demanding payment for my August house paymentI did not even know who these people wereI demanded to know why I had not received the timely notification of the transfer of loan but no explanation was givenIn September when I called LenderLive Network, we did discuss a loan modification and I did ask for the paperwork and it was never sent, I paid the September house payment on or about September 18, I contacted LenderLive in October once again to notify them that we had sold our house and that my husband was also responsible for the house payment and not just me that they needed to contact him as well to request the October house payment since he and I had separatedThey failed to contact him even though they had his contact informationI explained to them that I would make half the house payment at that time but they refused saying it would be put on hold until the full payment was receivedOn November 19, I went online and paid the October 1, payment along with late fees and it was accepted but then later that day, it was rejected and I was told by [redacted] at LenderLive that I needed to pay October, November and December (which was not even due yet) in order to bring the account current which totaled approx$I told them that the house would be paid off in full on November 30, why would I need to pay December payment in advance [redacted] told me they would not accept anything less than the October November and December payments so I had to let it goThen when I requested the payoff in writing on November 23, which they required a hr notification which I gave them and on November 25th when I contacted LenderLive about the loan payoff request they insisted they never received but I had written documentation that I had made the request on November and I emailed this documentation to themAfter some arguing back and forth with [redacted] at Lenderlive, my Title Co Rep and myself, [redacted] finally agreed to send it on November I received the payoff via my email but then another payoff was sent to my Title Co and each payoff had a different amountThe one sent to the title co which I never received a copy of include interest through the month of December so once again LenderLive is operating outside the lawThey now owe me a refund of the interest and I have yet to have received this from LenderLiveThey have not followed the letter of the lawEver since LenderLive took over my loan, they have harassed me at all hours of the day and night which I have telephone records to prove, they never notified me timely of the transfer, they accepted payment then rejected without notice, they wanted more payment than was due, and they were forced to provide the loan payoff this company should not be allowed to be in business
LenderLive responded to the borrower by letter capturing the belowLenderLive’s records reflected that the borrower contacted LenderLive’s Call Center regarding the loss draft process for the first time on 01/26/16; that a loss draft package was mailed to the borrower on 01/27/16; and that on 01/29/the borrower spoke with a LenderLive representative who informed the borrower that the loss draft package had been received by LenderLive which would be reviewed to determine that it was complete LenderLive’s records further reflected that on 02/05/the borrower contacted LenderLive and LenderLive representative informed borrower that the loss draft package had been received; however, it did not contain the Statement of Loss, a required document LenderLive spoke with the borrower on 02/08/and informed the borrower that it would take 7-business days to complete the review of the loss draft packageOn 02/10/the borrower contacted LenderLive and stated that all repairs had been completed; therefore, LenderLive requested a property inspectionOn 02/11/LenderLive processed and mailed to the borrower the first drawLenderLive stated that after a visual inspection of the property was completed, LenderLive determined the repairs were 100% completed, and based on that information, on 02/19/a second draw was processed and mailed to the borrowerLenderLive stated that the letter dated 02/11/sent to the borrower indicating that the servicing of her loan would be transferred to a new servicer was inadvertent and that the servicing transfer had been delayed LenderLive requested that the borrower submit the remaining loss draft documents as described in LenderLive’s letter dated 02/19/to LenderLive so that LenderLive can complete the processing of the borrower’s loss draft claim prior to the servicing transfer to the new servicer of the borrower’s loanLenderLive also stated that on 02/24/and 02/29/an attempt was made to contact the borrower by telephone to discuss the borrower’s concerns; however, LenderLive was unsuccessful in personally speaking with the borrower LenderLive’s records reflect that the borrower contacted LenderLive on 02/29/LenderLive stated that on 03/03/a LenderLive supervisor returned the borrower’s call to inform her that we required the borrower to submit the remaining loss draft documents to LenderLive so that we could remit the remaining loss draft funds to the borrower LenderLive also followed up the telephone call with an e-mail to the borrower requesting the borrower submit the remaining loss draft documents, and in LenderLive’s response to the borrower’s rejection, provided a detailed list of the remaining loss draft documents to be submitted so that LenderLive could complete the loss draft process and remit the remaining loss draft funds to the borrowerLenderLive once again stated it valued the borrower as a customer, and apologized for any inconvenience or frustration the borrower may have experienced in connection with the servicing of the borrower’s loan
LenderLive is responding to the borrower by letter which captured the belowLenderLive stated that on 07/29/it remitted payment to the borrower’s insurance company for the borrower’s annual hazard insurance premium LenderLive stated that on 09/09/it received an endorsement reflecting that the borrower’s hazard insurance was changed to another company along with a notice that a premium was due On 09/15/LenderLive issued a check to pay for the hazard insurance premium with the new company LenderLive’s records reflected that the borrower contacted LenderLive by telephone on 05/09/2016, 05/16/and 05/24/informing our representative that their hazard insurance premium had been paid twice and that your hazard insurance was no longer with the previous insurer and was with a new insurer Based on the information the borrower provided, LenderLive is seeking a refund from the borrower’s prior insurance company LenderLive will continue to follow up with the borrower’s prior insurance company until we have confirmation that the funds have been sent back to the borrower LenderLive suggested to the borrower that once the borrower received the refund of the hazard insurance premium that she forward the refund to the new servicer of the borrower’s loan so that they can apply it to the borrower’s escrow account to reduce or eliminate a possible escrow shortage LenderLive extended its apology to the borrower for any inconvenience and frustration she may have experienced
Initial Business Response / [redacted] */ Your property taxes due on June 1st, were disbursed from your escrow account on May 14th, On June 11th, upon research with the tax collector's office it was determined the check issued did not arrive in their officeOn June 12th, a new payment was issued and sent via overnight mail to the tax collector's officeThe tax collector's office agreed to waive any fees and penalties assessed to your tax accountAt this time your property tax account is in good standing and due for the next installment on August 19th, which will be paid before the due date
They did not exhaust all efforts to contact me or my ex husband regarding this houseMail was not sent certified to our legal address (which is listed on the county website or by any google search), phone calls were not made to ME who is also the legal owner of the houseI did not receive any notifications at allNo mail, no callsIt is public record on the [redacted] website that the legal owners do not reside at the house [redacted] I & [redacted] is listed on a public website [redacted] One simple search would have given them the legal address of the ownerI do not feel as if they exhausted all of their efforts trying to locate usThey kept sending correspondence to our rentersNot to usThe original lender did not provide them the forwarding address which is not Lenderlives faultHowever it is now their responsibility to remove these marks on our credit because that is the right thing to doThe bottom line is they were not notified of our legal address and we were not notified that our loan was changed to LenderliveWe are both the victims hereThis has damaged my credit horriblyI can understand if we just did not make our mortgage paymentThen this is justifiedHowever, the mortgage payments were made by my ex husbandHe kept sending them so for - months Lenderlive claims they tried to find us to notify us when I can google us and find my ex husbands current address or my addressNowadays you can locate someone on social mediaYou cant tell me that they were unable to find us especially since our county website is publicAll you do is type in our addressI am asking that they remove the marks from mine and my ex husbands credit report because this was not our faults [redacted] paid the mortgage just as he has since we bought the houseWe have never been late beforeNot onceThis has damaged my credit so badWhat is more upsetting is that my ex husband handles this house along with a property managerI cant get out of this house even though I have tried
LenderLive responded to the borrower by letter capturing the below LenderLive's records reflect that the servicing of the borrower's loan was transferred to LenderLive on 03/03/and on that date the tax installment for February was unpaid by the prior servicer LenderLive's records further reflect that the first notification LenderLive received regarding property tax payments due was in August of from the cityAt that time, the invoice received indicated payment owed for city, school and county taxes and a check was mailed on 08/11/ LenderLive confirmed that the borrower's property taxes are due semi-annually during the months of February and AugustThe next scheduled tax disbursement was to be paid in February of Our records further reflect the borrower's loan was paid in full on 03/12/LenderLive has determined that the borrower was assessed a late penalty and was paid by the borrower to the city as the taxes for the February installment were not paid out of the borrower's escrow account prior to the loan being paid in fullA check in the amount of the late penalty fee will be sent to reimburse the borrower for the late penalty incurred
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ LenderLive Network Inc("LenderLive") received notices on June 8th, from the Revdex.com and Consumer Financial Protection Bureau regarding complaints you had filed with each agencyWe understand from the notices that you have concerns regarding the servicing of this loanTo that end, we are providing you with the following: Review of your loan payment history indicates that the payment submitted on our web portal on May 8th, was not processed and posted to your loan and the payment was not withdrawn from your bank account due to an erroneous research code that was placed on your loan which prevents additional transactions from occurring until the research request is resolvedBecause the payment was not processed and posted to your loan, the payment was reported as "late" to the credit bureaus At this time we have removed all preventative stops from your loan and you are able to process payments as beforeIn order to post your May payment, we will need you to re-submit through the LenderLive web portalLenderLive will immediately post the May payment upon receipt of the fundsLenderLive has already submitted the information to the credit bureaus to immediately correct the reporting of a "late" payment for May As requested, we have also updated your mailing address to ensure that correspondence is sent to the correct addressWe apologize for any inconvenience or frustration you may have experienced due to this matter
Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ LenderLive has reviewed the borrower's loansOur records reflect that on February 2, 2015, the servicing of both loans was transferred to LenderLiveOn that date, both loans were due for the August 1, contractual loan payment Our records further reflect that on April 15, 2015, we received the borrower's request, including financial documentation, for approval of a deed-in-lieu of foreclosureOn April 27, 2015, LenderLive received additional documentation from the borrower to support his request for a deed-in-lieu of foreclosure for both loans LenderLive did not receive all of the documentation required so that we could complete our review of the borrower's request for approval of the deed-in-lieu of foreclosureOn June 8, 2015, a LenderLive representative contacted the borrower via telephone and informed him that we needed additional documentationFurther, by letter dated June 9, 2015, LenderLive followed up with the borrower also requesting him to provide to us the additional required documentation On June 12, and June 16, 2015, respectively, we received the requested documentationOn June 16, 2015, we ordered title reports for both properties encumbered by the loans On July 10, 2015, LenderLive forwarded to its legal counsel the approved deed-in-lieu of foreclosure request and requested that our legal counsel begin preparation of the deed-in-lieu of foreclosure documentation for both loans LenderLive is in the process of completing the preparation of the documentation required for the deed-in-lieu of foreclosure for both propertiesLenderLive anticipates sending to the borrower the documentation, along with instructions as to execution of the same, within the next seven (7) business daysAdditionally, a LenderLive representative will contact the borrower via telephone after the documentation has been sent to discuss any questions the borrower may have with regard to the deed-in-lieu of foreclosure documentation
LenderLive responded to the borrower by letter capturing the belowLenderLive stated that its records reflected that on 01/06/it received and applied the borrower’s 01/01/contractual loan payment to his loan LenderLive’s records indicate that the servicing of the borrower’s loan was transferred to a new servicer with an effective date of 02/01/ A joint service transfer letter dated 01/15/was sent by the new servicer notifying the borrower that LenderLive would cease servicing the borrower’s loan and that the new servicer would begin servicing the borrower’s loan with an effective date of 02/01/ On the date the servicing of the borrower’s loan was transferred, the borrower’s 02/01/contractual loan payment was dueLenderLive’s records do not indicate that we submitted any negative comments to the major credit reporting agencies Further, our records reflect that the borrower’s loan was not assessed any additional interest as the borrower remitted the borrower’s contractual loan payments timely to LenderLiveFor servicing issues that have taken place after the service transfer, LenderLive encouraged the borrower to reach out to the new servicer, provided the new servicer’s toll free telephone number and the hours the new servicer can be reached
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Complaint: [redacted] I am rejecting this response because: Lender Live has blatantly lied to the Revdex.comOn 1/27/I contacted Lender Live and requested them to e-mail me the loss draft package as the repairs to my home had already been completed and I needed the funds to pay the contractorThe package was e-mailed I filled it out and faxed it backI also overnighted the check from my insuranceThe check was received by Lender Live on 1/29/I called Lender Live to confirm receipt of the loss draft packageThe customer service person told me that the statement of loss was not receivedI proceeded to fax the statement of loss twice to lender liveI, again, told them that all the repairs had been already completed and that I need the funds to pay the contractor.On 2/5/2016, I called Lender Live again to check on the status of this process and because no one from Lender Live had contacted meThe customer service person said that they had received all required documents and the next step was to set up an inspectionAgain, I told the customer service repThat repairs had been completedThey told me it would take to days to set up an inspectionOn 2/8/I called Lender Live again to check on where they were in the processThe customer service person told me we were waiting for a response from the loss draft departmentThis Loss of Draft Department has no contact person or a phone number I could callI then requested to speak to a supervisorNo one contacted me.On 2/10/2016, I called Lender Live againI wanted to see if they had arranged for an inspection The customer service person stated at that time that they would submit a request from the loss draft department for an inspection on my behalfI, again, requested to speak to a supervisor or anyone in chargeNo one contacted me.On 2/15/2016, I called Lender Live because no on had contacted meThe customer service person stated that we were at the mercy of the Loss Draft Department and I had to wait for someone to call meI was extremely upset by this responseI asked for a supervisor immediatelyI was put on hold for several minutes, then customer service transferred me to someone who took my informationLater that evening a contractor called and I arranged the inspection of the propertyThis is also the date they asked for further documentationI was surprised at this request because no one contacted me.On 2/18/I received a voice message from Lender LiveThe rep [redacted] stated that they received my complaint made to the Revdex.com and would investigate.On 2/20/I received a check for 1/of the amount I am owed from Lender LiveIncluded in the same envelope was a letter stating that this was an attempt to collect a debtA second letter (in the same envelope) stated that another company was going to be handling my mortgage and that I should contact that company to collect the rest of the money owed to me.On 2/24/The Lender Live rep., [redacted] , left a voice message to let me know that they received the complaint I filed with the Consumer Financial Protection BureauI returned the callI have yet to hear from Lender Live again.I am selling my home so that I never have to deal with Lender Live againThey have never apologized for the frustration and anger they've caused me Sincerely, [redacted]
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 Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ LenderLive has reviewed the loan and confirmed that LenderLive received two checks from the borrowers in the month of August 2015, i.e., on August 14, 2015, LenderLive received a check and on August 18, 2015, LenderLive received a second check LenderLive's records reflect that on August 20, 2015, the borrowers contacted LenderLive by telephone and requested a refund for the duplicate payment remitted, and a LenderLive representative informed the borrowers that it may take a couple of days to return the funds as LenderLive had to make certain that the funds had cleared the borrowers' bank account On August 24, 2015, a reimbursement request was submitted to LenderLive's Finance DepartmentThe policies and procedures of LenderLive's Finance Department provide that LenderLive would be unable to remit the funds to the borrowers prior to ten (10) business days from August 24, 2015, due to the fact that LenderLive needed to confirm the duplicate payment the borrowers remitted would not be returned from their financial institution as non-sufficient prior to that time frame LenderLive's records indicate that on September 3, 2015, the borrowers contacted LenderLive inquiring as to the status of the refundOn September 10, 2015, LenderLive's Finance Department approved the reimbursement request to the borrowers, and on that date an automatic clearing house (ACH) transaction to the borrowers' bank account was completed For the borrowers' convenience, we have sent a letter capturing the events listed aboveLenderLive appreciates the borrowers bringing to LenderLive's attention that they received ambiguous information with regard to LenderLive's policies on the processing and actual time required for a borrower to receive a mortgage payment refundFurther, LenderLive apologizes that the borrowers had to contact LenderLive by telephone on several occasions requesting the status of the refundLenderLive strives to embrace a customer centric philosophy as we want to build successful relationships with our customers
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Your loan was transferred to LenderLive from the prior servicer on 09/15/2014. On 12/10/14 an incorrect tax amount was disbursed from your escrow account to the taxing authority. The error was identified, the taxing authority was... immediately notified, and a request for a refund was initiated. The refund was received and the funds were deposited back into your escrow account on 05/27/15. After a thorough review of your escrow account, your tax installment amount was adjusted to the corrected amount. On 05/22/15 a disbursement was made from your escrow account to the taxing authority. The disbursement included penalties and interest. On 05/22/15 LenderLive credited all penalties and interest back to your escrow account. LenderLive has confirmed with the taxing authority that the payment was received and your taxes are current. We duly apologize for any inconvenience or frustration the above referenced issues may have caused you. We at LenderLive expect to provide our borrowers with superior customer service and apologize that your experience did not hold up to that expectation. A detailed letter will be sent directly to your attention. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
This statement "via wire to the new servicer and provided the borrower with the wire confirmation number." Is a FLAT OUT LIE! But go ahead and close I feel bad for any one else who will have to work with LenderLive