NOVAD Management Consulting

New client. Been with chase since 2005. Usually call my payments in. Do you have that same option? USP MAIL IS SLOWING SERVICE DOWN ON REGULAR MAIL. Cannot have late payments on my mortgage. Will you also send out year end statements of mortgage for individuals of their taxes.
Do you have a toll free number to accept payments? Will you be sending out welcome package.
Loan #262-1584885

[email protected]

I had to use an ELHP loan back in 2011 due to being off of work with no pay for cancer. At the time I didn't know they put a lien on my home. According to my paperwork I did not have to pay loan back as long as I stayed in my home for 5 years without being late or missing a payment. The loan was for $5400. I had to send in a verification letter every year till my obligation was fulfilled which I did. Now I am trying to refinance my mortgage at a lower rate and have done all the people at NORVAD requested. Proof of payment history for five years which was not ever late or missed, verification letters for proof that I have lived at my home which I have been here since 2007. Now no one will answer my emails, when I call I get some other building and they tell me they answer the calls for NORVAD but can not help me with anything. They are , I believe, in an other state. The number I call is (877)622-8525. What the heck am I suppose to do? P.S. I live in Pennsylvania.

Cannot reach them by phone 877-622-8525..Answering device repeats English and then Spanish...I press 3 for English and it starts over from the beginning...I redial to 800-855-2880 for hearing impaired and is says this line has been disconnected..no way to leave a message...very frustrating..anyone know how to reach them?

NOVAD MANAGEMENT CONSULTING LLC C/O DEPT OF HOUSING AND URBAN DEV. ATTENTION: CIARA SEGURA, HECM LOAN SPECIALIST 2401 NW 23RD STREET, 1A1 OKLAHOMA CITY, OK 73107 DATE: JANUARY 6, 2020

FACTS: Novad Management Consulting LLC is violation of UDAAP regulations, discrimination, elder abuse, and harassment towards Mortgagor.
As reported and formal complaint filed with CFPB, On January 4, 2020, an "uncertified" Repayment Letter was sent to me dated December 19, 2019 requesting that full and payable amount of $XXX,XXX.XX. Further letter stated the following:
Dear Borrower: According to the terms and conditions of the mortgage this loan becomes due and payable for any of the following reasons: All mortgagors have sole or conveyed title to the property; The property is no longer the principal residence of at least one mortgagor for reasons other than death. The property has not been resided in as a principal residence for a period exceeding 12 months due to physical or mental illness. The property is in disrepair and he mortgagor has refused or is unable to repair this property. The mortgagor violates one or more of the following covenants of the mortgage namely; failure to pay property taxes and/or assessments, failure to keep current homeowners insurance coverage or refusal to comply with the covenants and conditions of the mortgage. On of the circumstances stated above has occurred and placed this loan in a "Due and Payable" status which "requires the debt to be repaid". The total amount due and payable as of 01/18/2020 is $XXX,XXX.XX. A Deed-in-Lieu of foreclosure may be considered provided the property is free of can be freed of any liens other than the HUD Home Equity Conversion Mortgage. A Short Sale of the property may also be considered. Detailed letters for both of these options are enclosed. If you would like to discuss this matter please call your HECM Housing Counselor at (877) 622-8525 extension 9, Monday through Friday, between 8:00 AM and 5:00 PM Central Stand Time. You must respond within thirty (30) days from the date of this letter. If on the other hand you prefer to write us about this matter, please send all correspondence to the following address: NOVAD MANAGEMENT CONSULTING LLC C/O DEPT OF HOUSING AND URBAN DEV. ATTENTION: CIARA SEGURA, HECM LOAN SPECIALIST 2401 NW 23RD STREET, 1A1 OKLAHOMA CITY, OK 73107
On January 6, 2020, I called (877) 622-8525 and spoke with two different representatives, as the first representative I requested to escalate the call when I was advised that this call center does not respond to calls only is an intake for Novad Management Consulting LLC and that all inquires would be forwarded. The second representative I spoke with, as a result of my requesting t speak with a manager, indicated that she also did not have any information pertaining to the account, the Repayment Letter dated December 19, 2019 which I received on January 4, 2020.
Further, she asked me if this "generic letter" and its merits of "certifying" any of the reasons that placed the mortgage in repayment status. I stated no. She indicated that this Repayment Letter is meant as an "Annual" Certification letter to have mortgagor provide all documentation to support the areas outlined in the letter. The letter was not written as an Annual Certification Review Letter Request, nothing was communicated as to a request for documentation or verification. I expressed my concern and indicated that I would be escalating this to seeking legal review and recommendations as I am 88 years old, pay property taxes, home insurance, and meet all conditions to the terms of the loan and its related CCs. I explained to the representative that since the inception of the reverse mortgage back in 2006 that I have received one letter dated March 11, 2019 requesting "Hazard Insurance Information. I completed the attached form provided giving Novad my approval to communicate directly with my insurance group, mailed on April 3, 2019. Novad Management Consulting LLC, without properly requesting confirmation and validation, of terms and conditions, committed UDAAP and discrimination, elder abuse and harassment towards me as a mortgagor/borrower.

NOVAD Management Consulting, LLC is the contract servicer for all Secretary Held loans for the Department of Housing and Urban Development (HUD)NOVAD did not purchase the loan and does not own any loan but just a servicer for HUD.The underlying loan for the complaint is an Emergency Home Loan Program (EHLP) administered by HUD as part of the Dodd Frank Wall Street Reform and Consumer Protection ActThe program offers a declining balance, deferred payment loan (non-recourse, subordinate with zero interest) for up to $50,to assist eligible homeowners with payment arrearagesThe beneficiaries under the loan are bound by certain terms and policies.One of the several conditions of the loan is the borrower is obligated to provide HUD with a yearly special occupancy letters, or in the absence of that a Verification of Mortgage (VOM) to verify no late payments occurred after the assistance.Below are the chronology of events with the complainant:01/27/- Mr [redacted] spoke to the borrowers and advised a signed borrower's authorization is needed for a payoff requestHe also advised a special occupancy letter would be sent out due to the borrowers missing years of occupancy lett ersMr [redacted] sent out the special occupancy letter and advised a VOM of the 1st mortgage was necessary due to the missing regular occupancy letters.02/27/- NOVAD received response from HUD requesting borrower to provide a full years · VOM or payment history for the EHLP forgiveness period in order to issue the release No other documentation such as a credit report will satisfy this requirementHUD did not take the credit report as evidence of payment history.02/28/- Theborrowers sent Mr [redacted] a VOM from Chase Bank,however, the datesonly covered 02/28/to 02/28/(we need to verify the fullyears since assistance).03/ 01/- HUD replied that ALL VOMs must cover the entire duration of the EHLP mortgageThe VOM presented does not coverthe repayment timeframefor this borrowerPlease advise that we need this and the releasewill be processed immediately.3/06/- Novad received a complete VOM for all years and will forward the information to HUD for final approval.Based on the above, NOVADwill prepare the release for the borroweras soon as we obtainfinal approval from HUD

NOVAD Management Consulting, LLC is the contract servicerof all Home Equity Conversion Mortgage (HECM) and Secretary Held (Sec-Held) Loans for the Department of Housing and Urban Development (HUD)NOVADdid not purchasethe loan and does not own any loan but just a servicerfor HUD.Below is the timeline of the interactions with the Ms [redacted] 08/16/16- received a payoff request from the [redacted] @no vadconsu lting.com email account The request was forwarded to Mr [redacted] to assist the borrowerMr [redacted] requested an authorization from the borrowerbut was not received, therefore, no payoff was generated.12/23/- Borrower called in stating she needs to do a Deed in Lieu and wants to know how to handle the EHLP loan.01/06/17-Mr [redacted] calledthe borrower to follow up and left a messageHe advised he could provide her with a DIL Checklist and gave her his email address.05/03/17-According to ourrecords Borrower calledin to speak with an EHLP SpecialistWe are not certain if borrower spoke to any of our specialist.05/08/- received letter from Revdex.com stating the borrower is needing a payoff.05/09/- Supervisor reached out to the borrower and obtained the authorization we requested on 8/16/and the payoff statement attached was issued on the same dayBorrower's email acknowledging receiptof the statement and satisfaction are hereby redactedand attached

Complaint: ***
I am rejecting this response because I still have more questions re: the transactionI left a message for Heather *** on last Friday, April 20th, 2018, regarding the following:Am I able to sell the property at any point? I am now about $12,in debt in preparation to buy the property and then to sell as was discussed in previous emails and conversations with NovadThe debt consists of the expenses in securing and paying the probate attorney thus far (approximately $8,000) and paying property taxes (about $4,000)The sell was to help me relieve myself of the debtCan I get an acceptable binding document to present to the title company that indicates the heir/short sale is for $185,so that we can secure the property?Thus far, Novad has only indicated by either email (in one sentence) or by word of mouth that this is the purchase amountIn addition, because of this delay in being able to speak to Ms*** and retrieve proper documentation to present to the title company, can I get an extension beyond the days to pay the $185,as stated by Ms*** on last week Thursday, April 19th, 2018? Sincerely,
*** ***

***See Attached***

NOVAD spoke to the complainant yesterday 4/19/@4:pmShe agreed that NOVAD has resolved all her issues and happy with the outcome. She also agreed that the family cannot profit from the sale of the home if they are not paying the entire debt to the Department of Housing and
Urban Development (HUD).She also indicated that Revdex.com-OKC can contact her to confirm the resolution. SincerelyNOVAD Management Consulting, LLC

As the servicer of all assigned HECM loans on behalf of
HUD, we are required to obtain information such as Occupancy status, tax payment
receipts and insurance policy from borrowersThis is to ensure that the borrowers are in compliance
with their loan obligations and agreement.NOVAD
incidentally requested the Occupancy Certification document a second time as required under our contractWe have however received the requested information, copy of which has been attachedMs*** called our office on 10/05/and was informed that we have received the document and that she should ignore the second letter since her account is in good standing.Hope
this resolves the issue and let us know if there is anything else

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,
*** ***

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. However, you can probably count on hearing from me again next year because this has become a routine with NOVAD Even though I consistentlyrespond to them immediately, and I have proof they receive my information because I'm forced to send it certified mail, they continually send me 2nd and 3rd notices saying they never received it
Sincerely,
*** ***

Revdex.com:
While the timeline is factual I want to go on the record and make it clear that my primary concern has been the utter lack of responsiveness from Novad via phone or email(They have delayed the process as a result and I will pursue legally should we have an issue as a result of the two months wasted due a lack of response to my communicationsShould it affect my ability to purchase my fathers home for the agreed $***) That stated I have received calls and emails subsequent to my Revdex.com complaint and I feel they are doing there best to accommodate my needsMy home is on the market and we anticipate proof of funds in the next 2-months to purchase my fathers home to be my families primary dwelling. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for the assistance in this matter!
Sincerely,
*** ***###-###-####***-***@msn.com

NOVAD Management Consulting, LLC is
the contract servicer for
all Secretary Held loans for the Department of
Housing and Urban Development (HUD). NOVAD
did not purchase the loan
and does not own any loan but just a servicer for HUD.The underlying loan for the complaint is an Emergency Home Loan...

Program (EHLP) administered by
HUD as part of the Dodd Frank Wall Street Reform and Consumer Protection Act. The program offers a declining balance, deferred payment loan (non-recourse, subordinate with zero interest) for up to $50,000 to assist eligible homeowners with payment arrearages. The beneficiaries under the loan
are bound by certain terms and policies.One of the several
conditions of the loan is the borrower is obligated to provide HUD
with a yearly special occupancy letters, or in the absence of that a Verification of Mortgage (VOM) to verify no late payments occurred after the
assistance.Below are
the chronology of events with the complainant:01/27/17 - Mr. [redacted]
[redacted] spoke to the borrowers and advised a signed borrower's authorization is needed for  a payoff request. He also advised a special occupancy letter would be sent out due to the borrowers missing 3 years of occupancy lett ers. Mr. [redacted] sent out the special occupancy letter and advised a VOM of the 1st mortgage was necessary due to the
missing regular occupancy letters.02/27/17 - NOVAD received response from HUD requesting borrower to
provide a full 5 years · VOM or payment history
for the EHLP forgiveness period in order to issue the  release.  
No other documentation such as a credit report will satisfy this requirement. HUD
did not take the credit report as evidence of  payment history.02/28/17 - Theborrowers sent Mr. [redacted]a VOM from Chase Bank,however, the datesonly covered 02/28/16 to 02/28/17 (we need to verify the 5 fullyears since assistance).03/ 01/17 - HUD replied that ALL
VOMs must cover the entire duration of the EHLP mortgage. The VOM presented does not coverthe repayment timeframefor this borrower. Please advise that we need this and the releasewill be processed immediately.3/06/17 - Novad received a complete
VOM for all 5
years and will forward the information to HUD for final approval.Based on the above, NOVADwill prepare the release for the borroweras soon as we obtainfinal approval from HUD.

Initial Business Response /* (1000, 15, 2015/09/08) */
Mr. [redacted] was provided with a payoff quote upon request, which was 7/30/2015. He was unhappy with the amount due and was advised on numerous occasions that he has a partial claim loan with HUD, as well as when he has to pay it back. He was...

given this information by various staff members on 7/29/2015, 8/5/2015, 8/17/2015, 8/21/2015 and 9/1/2015. On 9/1/2015, I spoke with Mr. [redacted] myself and confirmed that he understood that he took out at $30,824.09 mortgage in favor of HUD to avoid foreclosure. He understood that the lien cannot be removed from the property until it was paid in full.

NOVAD Management Consulting, LLC is the contract servicer
for all Home Equity Conversion Mortgage (HECM) for the Department of Housing
and Urban Development (HUD). NOVAD did not purchase the loan and does not own
any loan but just a servicer for HUD.The underlying loan for the complaint was...

originated by Wells FargoHome Mortgage, Inc. (WF)on 11/13/2003 and the loan wasassigned to the Secretary of HUD on 3/ 12/ 2015.As correctly stated by the complainant, the previous lenderWells Fargo was notified of the titledefects in the loan documentation when the loan was assigned to the HUD in May 2016. HUD no rmally allows the lender 30 days to get the title
corrected. If they cannot provide documentation to clear the title issue, thenthe loan will be reassigned to them for repurchase. Shouldthey clear the issue, we will also need to obtain an updated titlepolicy before HUD accepts the assignment of the loan.NOVAD reached out
to  Wells Fargo on 6/2/16 about the title
issue and sent the  pre-repurchase
letter. We requested updates from Wells Fargo on 7/26/16 and were told they had
reached out to get a lien release from prior lienholder. We reached out to WF
again 8/31/16 and received a response stating they had followed up with the
lien holder again for a release. On 9/12/16, WF sent us an update stating BBVA
Compass sent a cancellation request that would be forwarded to the Judge of Probate and their
title counsel  was following up on the
cancellation being recorded.The release was finally provided by Wells Fargo on 10/14/16 but still did
not mitigate the title defectsdue to legal description issues. NOVAD informedWF on 11/22/16 that the title issueshave not been fully mitigated and on 11/23/16 HUD
approved a repurchase of the loan by WF. NOVAD sent the repurchase letter to WF on 11/25/16 but they havefailed to completethe transaction despiterepeated follow ups fromNOVAD.So as you can discernfrom above, NOVAD as a servicerfor HUD has done and continues to do
everything possible to resolve this issue.

NOVAD Management Consulting, LLC is the contract servicerof all Home Equity Conversion Mortgage (HECM) and Secretary Held (Sec-Held) Loans for the Department of Housing and Urban Development (HUD). NOVADdid not purchasethe loan and does not own any loan but just a servicerfor HUD.Below is the...

timeline of the
interactions with the Ms. [redacted]08/16/16- received a payoff request from the [redacted]@no vadconsu lting.com email account . The request was forwarded to
Mr. [redacted] to assist the borrower. Mr. [redacted] requested an authorization from the borrowerbut was not received, therefore, no payoff was generated.12/23/17 - Borrower called in stating she needs
to do a Deed in Lieu and wants to know how to
handle the EHLP loan.01/06/17-Mr. [redacted] calledthe borrower to follow up and left a message. He advised he could provide her with a DIL Checklist and gave her his email address.05/03/17-According to ourrecords Borrower calledin to speak with an EHLP Specialist. We are not certain if borrower spoke to any of our specialist.05/08/17 - received letter from Revdex.com stating the borrower is needing a payoff.05/09/17 - Supervisor reached out to the borrower and obtained the authorization we requested on 8/16/16 and the payoff statement attached was issued
on the same day. Borrower's email acknowledging receiptof the statement and satisfaction are hereby redactedand attached.

NOVAD Management Consulting, LLC is the contract servicer of allHome Equity Conversion Mortgage (HECM) and Secretary Held (Sec-Held) Loansfor the Department of Housing and Urban Development (HUD). NOVAD did not purchaset he loanand doesnot own any loanbut just a servicer for HUD.Contrary to what is...

alleged in the2 complaints, NOVAD had had several contactwith Mr. [redacted]either by phone or email per the time line below:10/15/17 -Date of Death of BorrowerFamily advisedNOVAD of death on 10/18/17 (byson [redacted] Ill)- requested documents to support (death certificate and Willand/or probate documents), also discussed letter of intent.Same conversation took place againon 10/31/17w/[redacted]Ill Again with [redacted] on 11/16/17Request for appraisal -[redacted](unauthorized) 11/15/17 - transferred to specialist.11/16/17 - [redacted] (unauthorized) called againrequesting appraisal and was advised to provide support ing documents.NOVAD spoke with[redacted] twice on the 16th, the 2nd time he advised he would be purchasing the property- he was advised again of necessary documents.12/01/17 - [redacted] (unauthorized) called requesting appraisal, was again advised of documents
needed. He stated they were emailed on11/16/17.12/08/17 - [redacted] (unauthorized) called asking what documents were needed, and was advised again..12/08/17 - [redacted] (unauthorized) asking about purchasing the property.NOVAD advisedwhat documents were needed. He advised documents were sentvia email 2 weeks prior. NOVADrequest that be resentas they were not being located.12/11/17 - Received email from [redacted] requesting appraisal. Also states attached documents include death certificate and will.12/12/17- NOVAD called[redacted] to advise documents provided were unable to be opened and to sendin PDF format. Voice message was left.12/13/17 - [redacted]
[redacted] - NOVAD confirms with him documents
need to come in PDF format.12/14/17 - [redacted] -wanting status of appraisal. NOVAD advises we arestill awaiting documents. He states theywere resent.12/19/17- [redacted] -wanted toknow if documents had been received. NOVAD advises no email has been received. AgainNOVAD states what information needsto be received, and provides him with
fax#.1/4/18- Email received from [redacted] and att achments were uploaded to case file same date (attachments - death certificate, WILL
appointing [redacted] as representative) Email is also discussing sellof property, with[redacted] beingthe purchaser.1/8/18- email from NOVAD to [redacted]- stating an appraisal has been ordered and NOVAD is still
in need of authorization from [redacted] to sell the property (this has since been obtained}. Tina also states NOVAD will need letter from a Title Insurance Company stating that they will insure t he propertywith out the aut horizat ion.1/9/18- appraisal request notes in HERM IT .1/22/18- HERMIT
not ed with appraisal was pending fee
approval (rural area).1/26/18- email
from NOVAD (Abby} to [redacted] advising of the sam e on fee approval. (Fee subsequently appro ved
on 1/29/18)1/30/18- [redacted]- NOVAD (myself) advisedfee was approved and appraisal request was asked to be expedited.2/15/18 - Letter
from Attorney with Probate documents2/20/18 - [redacted]
[redacted] - wants results of appraisal completed on 2/7/18, emailed
the same.3/5/18- [redacted] - wants to know process of purchasing home. CS created
tick et for return
call.3/6/18 - NOVAD called [redacted]- Iexplained basedon Date of Death, thereis still plentyof time to purchaseproperty himself. He also statedthey are needingto sell currenthome before purchasecan take place.3/ 9/ 18 - NOVAD/Short Sale specialist reviewed case and emailed [redacted]
asking for trust documents.NOVAD has explained to Mr. [redacted] that we do not control the timetable appraisal vendor and therefore we wait until the appraisal is completed.NOVAD has also clarified to Mr. [redacted] several times the process that it take to complete a Family sale and would advise all requested
information/document should be made available to speed up the process.Finally, NOVAD is not a mortgage company and therefore does not offer financing.At this time NOVAD is awaiting proof of funds from [redacted] Ill. [redacted] advised he is in the process of selling his home before funding for the purchase of his father's home can be provided.Hope this clarifies the issue and let us know if there is anything else, in the meantime NOVAD will continue to work with Mr. [redacted] to see to a satisfactory conclusion to t his matter.

NOVAD Management Consulting, LLC is the contract servicer for all Secretary
Held loans for the Department of Housing and Urban Development
(HUD).NOVAD received the correct payoff amount on 4/6/2017, applied
the payments to the loan on the same day. A
release of the lien was prepared and...

sent
for recording also on the same day. The recorded copies of the Releases from Contra Costa County are hereby
attached. Once this is done NOVAD does not normally send a payoff letter to the borrower or estate
indicating a balance of zero.We however mailed a copy of the attached
letter to Mr. [redacted] on 4/21/2017 stating the loan has a zero balance.The matter has therefore been resolved as requested by the complainant.

NOVAD Management
Consulting, LLC is the contract servicer of all Home Equity Conversion Mortgage
(HECM) and Secretary Held (Sec-Held) Loans for the Department of Housing and
Urban Development (HUD). NOVAD did not purchase the loan and does not own any
loan but just a servicer for HUD.The...

underlying loan
subject to the  complaint is NOT in  NOVAD portfolio of loans we  service which
caused the delays in getting the check to the complainant. When we finally tracked the loan in question and the
reason for the check we forwarded the check to the US Department of Housing and
Urban Development office in Oklahoma City.
After this was done, NOVAD did not have any control over
the endorsement of the  check to  the complainant.Novad however reached out
to the Complainant and they acknowledged they have received the check from HUD.We apologize for the
delay in responding to the complaint but the circumstances were beyond our
control.