Olivers Asset Recovery Services

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 However, my main concerns still remainThe compliance representative stated that the former loan service company was responsible for paying the taxes.If that is the case, I am confused as to why Shellpoint paid the taxes in the first place.In addition, she was unable to respond to the poor customer service of this company including the multiple telephone transfers, lack of responsiveness to emails,and the rudeness of the loan service department supervisorI appreciate the effort that the Revdex.com has taken to help resolve this most frustrating issue Regards, [redacted]

This letter is in response to the complaint submitted April 26, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, ***, doing business as [redacted] trust, not in its individual capacity, but solely as owner trustee for [redacted] Ms [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] CaliforniaThe State of California paid Shellpoint $77,to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late chargeThey also demanded I pay April and May payments up frontI called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would beThe woman was rude and not helpfulI think Shellpoint should start collecting payments in MayShellpoint regrets any inconvenience Ms [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customersPlease be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable lawHowever, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $effective with the October 1, installment, and the monthly principal and interest payment would later increaseThe agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rateAs conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, installmentAs conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, In September 2014, Shellpoint made several attempts to establish contact with Ms***, but was unable to do so until October 16, During that conversation, Shellpoint discussed the reason for increase in the monthly paymentOn February 17, 2015, Shellpoint received funds totaling $77,to be applied to Ms***’s loan as part of her approval for assistance under the [redacted] California programAt that time, the loan was due for the October 1, contractual installmentShellpoint used $5,of those funds to satisfy the October 1, March 1, installmentsAlso, $71,of those funds were applied to the principal balanceAs part of Ms***’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown belowReduced Principal Balance: $115,Interest Rate: 3.125% Principal and Interest Payment: $Total Payment: $Payment Due Date: April 1, Maturity Date: September 1, Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effectHowever, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changedWe have provided an updated payment schedule belowInterest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/10/1/$4.625% 9/1/10/1/$As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms [redacted] signed on September 14, No other changes to the loan’s interest rate will occur outside of the schedule provided aboveThe principal and interest payments provided above do not include the monthly escrow depositThe monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow depositAs conveyed in Ms***’s complaint, Shellpoint previously advised that the recast was effective with the April 1, installmentWe have received payments for the April 1, and May 1, installments, and as a result, the next installment on the loan is due June 1, Lastly, please be advised that late charges have been waivedHowever, note that the original agreement stipulates that installments are due on the first day of each monthIf the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loanAll late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $If Ms [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistanceIf you have any further questions, comments or concerns, please contact me at (888) [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing

This letter is in response to the complaint submitted May 11, 2015, regarding the above referenced loanBank of [redacted] as Trustee for [redacted] (“***”) currently owns the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of ***, on or about December 15, Please note, Shellpoint’s records indicate the loan was discharged through a Chapter BankruptcyTherefore, Shellpoint is not attempting to collect the debt, as Mrs [redacted] personal liability was dischargedHowever, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated propertyUpon review of the complaint, Mrs [redacted] acknowledges the loan’s transfer from [redacted] , N.Ato Shellpoint, but disputes how the payments have been appliedMrs [redacted] advises the loan should be current, and requested Shellpoint make corrections accordinglyPlease be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,and was past due for the October, November and December paymentsShellpoint has received the following payments: ? ACH payment in the amount of $was received on January 23, and applied towards the October 1, due date? ACH payment in the amount of $was received on February 23, and applied towards the November 1, due date? ACH payment in the amount of $was received on March 23, and applied towards the December 1, due date, and $applied towards late charges? ACH payment in the amount of $2,was received on April 16, and applied as: o $towards the January 1, due date o $towards the February 1, due date o $towards the March 1, due date o $towards outstanding late charges [redacted] o $towards escrow only A request was submitted to the appropriate department on May 20, to reverse the escrow payment in the amount of $599.68, and combine it with $in unapplied funds to post a full payment towards the April 1, due dateShellpoint expedited and honored the request, and re-posted the payment towards the April 1, due date on May 20, As of the date of this letter, the loan is past due for the May 1, due dateEnclosed is a copy of the payment historyIt is respectfully advised that Mrs [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loanSuch proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in disputeShe may forward the documentation to Shellpoint via email to [redacted] shellpointmtg.com or fax to [redacted] , along with her written disputeUpon receipt, Shellpoint will gladly investigate furtherPlease accept our sincere apologies for any inconvenience experienced regarding this issueIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] *** Sincerely, [redacted] Shellpoint Mortgage Servicing

This letter is in response to the complaint submitted on May 7, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about June
19, 2014. Per the complaint, Ms*** advises the mortgage loan for the property address referenced above, was paid off in June She has made several phone calls to Shellpoint, and requested proof of Satisfaction of MortgageTo date, there is still no record of the lien release on file with the Register of Deeds in *** ***, WisconsinMs*** requested Shellpoint provide her with an explanation of the delay and the clear Satisfaction of Mortgage recorded with the Register of Deeds office. Shellpoint would like to apologize for the delay in the lien release processThe property type on this loan was loaded in Shellpoint’s servicing system as Automobile, which prevented the lien release process for starting automaticallyWhen Shellpoint determined the oversight, the initial request for the release of lien was sent to our vendor in January When no response was received from our vendor, we re-submitted the request to our vendor in March Shellpoint finally received the prepared documents at the end of April and sent them for recording on April 24, 2015. Please note, each county’s process is different and it can often take one month to several months for recordingUnfortunately, this is something Shellpoint has no control overShellpoint checked the status of the recording on the county website today and determined that the Satisfaction of Mortgage was recorded on May 11, 2015. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the recording of the lien and satisfaction of the mortgage. Please know that Shellpoint takes its customer service obligations very seriously and these concerns have been brought to the attention of the appropriate people within our organization If you have any further questions, comments or concerns, please contact me at 1-***. Sincerely, ** *** Shellpoint Mortgage Servicing

November 30, 2017 *** *** *** *** *** *** *** Lane *** ***, OR 97035 RE: Revdex.com Case #: *** Reference #: *** Account #: xxxx*** Property: *** *** *** Lane *** ***, OR 97035 Dear *** and
*** ***: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on November 29, 2017, regarding the subject property*** Residential Acquisition Corp is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about November 01, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per your complaint, you state Shellpoint recently began servicing your mortgage loan, and you contacted us on November 6, 2017, to request we disburse the discounted amount of $12,instead of the full amount of $12,for your property tax paymentYou state you received an email dated November 7, 2017, stating we would make the adjustment before the due date; however, the full amount was disbursed and now you state you are out of a savings of $because we did not pay it on timeAdditionally, you are dissatisfied with the level of customer service you have received, and you want to remove the escrow account from the loan and pay the taxes and insurance yourself Please be advised, when a loan transfers within sixty (60) days of a property taxes due date, it is the responsibility of the previous servicer to disburse payment, not Shellpoint’sWe regret the previous servicer did not follow through with their obligations. In an effort to ensure payment was received by the tax office in a timely manner, Shellpoint erroneously disbursed funds in the full amount of $12,on November 4, Therefore, the payment was made on time to receive the discounted savings of $372.70, as protocol is to disburse the discounted amountThat is why you received the email on November 7, 2017, stating we would make the adjustment and pay the discounted amount. As stated above, the full amount of the tax payment was disbursed in errorFunds in the amount of $have been posted back to the escrow account on the loanEnclosed is a copy of the Loan History Summary for your records. Regarding your request to have the escrow account removed from the loan, Shellpoint is unable to honor your request at this time due to the lack of payment history on the loanOnce the loan has at least a twelve (12) month payment history, you may submit this request again and it will be reviewed at that time. We apologize for any inconvenience you have experienced regarding the disbursement of your property tax payment, and appreciate you taking the time to bring this to our attentionShellpoint takes its customer service obligations very seriously, and this matter has been brought to the attention of the appropriate parties within the organization. *** Should you have further questions, you may contact me directly at 864-***. Sincerely, Lisa F* Compliance Department Enclosure

This letter is in response to the complaint submitted June 16, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Mrs*** stated in the complaint that Mr*** fell ill and the payment of this
loan fell behind. Shellpoint has been calling her husband’s phone multiple times per day, between 9:AM and 9:PM, which has interrupted calls from Mr***’s doctorsMrs*** would like Shellpoint to contact her and her husband through email instead of by phone. Please note that Shellpoint’s records indicate the loan was discharged through a Chapter 7 BankruptcyShellpoint is not attempting to collect the debt from Mrand Mrs***, as their personal liability was dischargedHowever, the mortgage lien survived the discharge and Shellpoint is continuing to service the loan according to the original agreement and protect the creditor’s rights in the associated propertyMrand Mrs*** have expressed their intentions to retain the property secured by the above referenced loan and are making voluntary payments in order to do so. In response to Mrs***’s request for email communication, unfortunately Shellpoint does not communicate loan information via email, as it is not a secure form of communicationShellpoint offers three options for limiting communication: Cease Automated Dialer calls: This prevents courtesy calls from occurring when a payment hasn’t been received timelyHowever, this will not prevent manual calls from Shellpoint. Cease Phone Calls Only: This will prevent all phone communication from Shellpoint to a phone number that we currently have on file for the borrowerShellpoint would not be able to make any phone calls to the borrower for any reason. Cease and Desist all communicationThis prevents both phone calls and all written correspondence, except for that which may be legally requiredPlease note, this would prevent Shellpoint from sending monthly billing statements to the borrower. Should Mrs*** choose to select one of the above options to limit the scope of Shellpoint’s communication with her and her husband, we ask that she provide a written request for one of the above optionsShe may fax her request to Shellpoint’s Loan Servicing Department at fax number *** or email ***@shellpointmtg.com, and we will gladly honor her request. If you have any further questions, comments, or concerns, please contact Customer Service at ***. Sincerely, ** *** Shellpoint Mortgage Servicing

January 17, 2018 [redacted] Dr [redacted], CA 94949 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], CA 94949 Dear [redacted] and [redacted]: This letter is in...

response to the Revdex.com of the Upstate complaint received on January 5, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you were never notified by the previous servicer or Shellpoint that the loan was transferred to Shellpoint for servicing in April 2017. You stated that no information was sent to the property address regarding information about the loan, and you recently found out that correspondence was being sent to a post office box in Montana, which you do not have access to, and does not belong to you. When you contacted Shellpoint, you were provided with conflicting information about the documents you needed in order to gain access to the loan on behalf of your aunt, [redacted], who is on the Deed, and is an authorized third party. Furthermore, you were provided incorrect information regarding making payments on the loan. You stated you are able to pay the past due amount on the loan, if Shellpoint will waive all fees associated with late payments, legal and foreclosure fees, since we failed to provide the proper documentation to you regarding the loan servicing transfer, and provided incorrect information regarding how to make payments on the loan. We apologize for the inconvenience you experienced while trying to obtain access the loan. Shellpoint’s records have been updated and now indicate [redacted] is an authorized third party on the account. Regarding the allegation that you were never provided information regarding the transfer of servicing, please be advised, the mailing address provided to Shellpoint from the previous servicer, [redacted] Bank, N.A. (“[redacted]”) was Post Office Box [redacted], MT 59903. That is the address which Shellpoint sent the Notice of Servicing Transfer (Welcome Package), dated June 16, 2017 (enclosed). Pursuant to the Deed of Trust, if the homeowner provides an address different from the associated Property address to receive notices (“mailing address”), the Notice of Servicing Transfer and billing statements must be sent to the designated mailing address. The Notice of Servicing Transfer provides information regarding Shellpoint’s contact information, a payment coupon, payment options, and other pertinent information about the loan. The PO Box was the same mailing address provided to [redacted], and that was where correspondence, including monthly mortgage statements, were being sent by [redacted]. Enclosed are copies of the last six (6) mortgage statements before servicing transferred from [redacted], showing the mailing address in Montana. According to the May 16, 2017 mortgage statement, the total amount due was $5,539.86, which included fees and charges, in addition the delinquent monthly payments that were due. Please note that when Shellpoint acquired the loan in June 2017, it was already past due for the April 1, 2017, May 1, 2017, [redacted] and June 1, 2017 installments. Shellpoint attempted to contact you by telephone multiple times at the numbers that were forwarded from [redacted] since we began servicing the loan, but we were unable to reach you. On August 30, 2017, Shellpoint sent a Notice of Default and Intent to Accelerate via Certified Mail to the property address, [redacted] Drive, [redacted], CA 94949, as required by law. Shellpoint’s records indicate the mailing address was updated on October 6, 2017, and all correspondence is now being sent to the property address. Upon investigation of the complaint, it was discovered that Lender-Placed Insurance (“LPI”) has been added to the loan (see enclosed) because Shellpoint does not have evidence of hazard insurance coverage on the property. Please provide evidence of hazard insurance from June 16, 2017 to June 16, 2018, in order for the LPI to be cancelled, and the premium refunded to the escrow account. While Shellpoint acknowledges there was an oversight in not recognizing you as an authorized party for some time, Shellpoint maintains that this issue did not cause the default on the loan. As stated above, the loan was already past due for several payments when the loan was transferred to Shellpoint in June 2017. Shellpoint made many efforts to contact the homeowner via phone and correspondence, using the contact information provided by the prior servicer. Shellpoint’s records indicate you are currently working with Marcella C[redacted] in our Loss Mitigation Department to cure the default and possibly obtain a loan modification. She can be reached at 888-[redacted] ext. [redacted] Monday through Thursday between the hours of 8:00am – 6:00pm, and Friday between the hours of 8:00am – 5:00pm, Eastern Time. As of the date of this letter, the loan is due for the April 1, 2017 through January 1, 2018 monthly payments. Shellpoint has determined there have been no errors in the servicing of the loan; therefore, no fees will be waived from the loan at this time. However, you should discuss this further with Marcella C[redacted] regarding the loss mitigation options that may be available to you. You have the right to request documentation supporting this determination. In addition to the above-referenced documents, enclosed is a copy of the Loan History Summary for your records. Should you have further questions, regarding the servicing of the loan, please contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 408 North Church Street Greenville, SC 29601 Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. As required by law, you are hereby notified that a negative credit bureau report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill your credit obligation. The state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before 8 a.m. or after 9 p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at 1-877-
[redacted] FTC-HELP or www.ftc.gov. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] St [redacted], IL 60617 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on July 27, 2017, regarding the subject...

property. [redacted] National Association, as Trustee for [redacted] I is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 01, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Mr. [redacted] states we have advised him that we have not received his payment, even though he has provided proof of payment to us. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr. [redacted] on July 31, 2017, to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. Since Mr. [redacted] did not provide us with which payment Shellpoint alleges he is missing, please see below for each of the payments that have been received since servicing began on June 1, 2017: • $465.95 was received on June 21, 2017, via [redacted] for the June 2017 installment; • $465.95 was received on July 10, 2017, via our automatic telephone payment system for the July 2017 installment; • The July 10, 2017 payment in the amount of $465.95 was returned from his financial institution due to an error of “No Account/Unable to Locate Account) and the loan was assessed a Non-Sufficient Funds (“NSF”) fee of $25.00 on July 13, 2017; • $465.95 was received on July 26, 2017, via [redacted] for the July 2017 installment; • $465.95 was received on July 27, 2017, via Bill Pay and applied to the August 1, 2017 installment. The loan is due for the September 2017 installment in the amount of $465.95. Enclosed is a copy of the Loan History Summary for Mr. [redacted]’ records. We regret Mr. [redacted] experienced any inconvenience regarding the receipt of this monthly payment. Shellpoint takes its customer service obligations very seriously and this matter has been brought to the attention of the appropriate parties within the organization. [redacted] Should you have further questions, you may me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure

RE: Revdex.com Case #: [redacted], [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], NY 12303 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on July 10, 2017, regarding the subject...

property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 21, 2015. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Ms. [redacted] states that she had a tenant occupying the above-referenced property, and they moved out without paying rent for December 2016 and January 2017. She states she has been submitting payments during the months she wants the payments applied to, and the only missing months are December 2016 and January 2017. Lastly, she states that she has been making payments since February 2017; however, we have been reporting her late to the credit bureaus. She feels this is an error and wants Shellpoint to correct it. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] to discuss the complaint and resolution with her; however, none of the telephone numbers we have on file for Ms. [redacted] are in working order. Please advised her to contact our Customer Service Department at 800-[redacted] to update her account. In accordance with the enclosed Note and Deed of Trust, which comprise the mortgage contract, payments are applied to the month that is due, not the month the payment is received in. Therefore, when funds in the amount of $1,137.71 were received on February 10, 2017, they were posted to the December 1, 2016 contractual installment, not the February 1, 2017, installment because that was the contractual payment that was due. The mortgage contract does not allow the homeowner to skip payments. They would need to apply and be approved for a deferral, which did not occur on this loan. When funds in the amount of $1,000.00 and $137.00, respectively, were received on March 16, 2017, it was not enough to apply to a full monthly payment; therefore, it was placed in the unapplied account. When funds in the amount of $1,137.71 were received on April 7, 2017, they were applied to the January 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,137.58 were taken from the unapplied account and posted as a short payment with an effective date of April 7, 2017. These funds were posted to the February 1, 2017, contractual installment. On May 4, 2017, funds in the amount of $1,137.71 were received and posted to the March 1, 2017, installment. On June 19, 2017, funds in the amount of $1,137.71 were received and applied to the April 1, 2017, contractual installment, with an effective date of June 17, 2017. The loan is due for the May 1, 2017, contractual installment in the amount of $1,137.71. Shellpoint maintains we have reported this loan correctly to the Consumer Reporting Agencies (“CRA’s”), in accordance with the terms of the mortgage contract and Fair Debt Collections Practices Act (“FDCPA”) guidelines. Please be advised, when a loan is not paid by the end of the grace period, which is the sixteenth (16th) of each month, late fees are assessed. There are late fees in the amount of $160.72 that have been assessed to the loan. These fees are valid and will not be waived. Once a loan becomes forty-five (45) days past due, Shellpoint has the right to perform a property inspection and another inspection every thirty (30) days until the loan becomes current. This is to protect the lender’s investment and to ensure the property is being maintained. There are Property Inspection fees in the amount of $90.00 that have been assessed to the loan. These fees are valid and will not be waived. Shellpoint has determined that we have applied all payments correctly and reported information to the CRA’s correctly. Ms. [redacted] has the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary, Note and Deed of Trust, for her records. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures

March 26, 2018 [redacted]th St [redacted], NY 11434 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted]Th St [redacted], NY 11434 Dear [redacted]: This letter is in response to the Revdex.com...

complaint received on March 19, 2018, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about April 02, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you state Shellpoint violated your rights by divulging personal information to a third party. Additionally, you state Shellpoint is refusing to pay your loss draft claim and keeping the funds because you are in arrears on the above-referenced loan. Lastly, you state you are trying to obtain a loan modification; however, Shellpoint is in violation of Real Estate Settlement Procedures Act (“RESPA”) guidelines. According to Shellpoint’s records, Shellpoint received a loss draft claim from you on September 28, 2017. On September 29, 2017, you contacted Shellpoint requesting information regarding the claims process, and you were advised of the monitored claims process. A loss draft check in the amount of $13,797.40 was received from you and deposited on October 5, 2017. At that time, you were advised it would be 3-5 days before the funds would be released to you. Upon receipt of the Owner’s Affidavit and Letter of Satisfaction, a disbursement in the amount of $12,417.66 was requested to be sent to you on October 10, 2017. On November 16, 2017, Shellpoint received inspection results showing the repairs were 100% complete, and on November 27, 2017 you were advised that because the loan was behind on payments, Shellpoint was unable to disburse the remaining funds to you. You were also reminded the payment received on October 6, 2017 in the amount of $1,972.31 was returned due to Non-Sufficient Funds (“NSF”). You inquired what would happen to the funds if the loan was not brought current, and we advised the funds would be posted to the Unpaid Principal Balance (“UPB”) on the loan. At that time, you stated you would make a payment. We asked that you contact us when the payment was made; however, you declined and stated you would contact your lawyer instead. Since we had not heard from you, Shellpoint began trying to contact you in January 2018 regarding the remaining funds. You were advised in an email dated January 19, 2018 that in order to disburse the remaining funds to the contractor, additional documentation was required. Due to a lack of response, we mailed you a letter dated February 7, 2018 stating we needed instructions from you in order to process the funds, and if we had no response within 30 days, the funds would be applied to the UPB on the loan. On February 28, 2018, a third-party contractor contacted Shellpoint; however, the Third-Party Authorization form received from you dated December 13, 2017, did not allow us to communicate directly with them, but only to pay the third party and to [redacted] send disbursements directly to them. They were advised we could only communicate with them with your authorization. The contractor attempted a three-way call with you, but they were unable to contact you. Due to your lack of communication regarding the funds, the claim was closed on March 8, 2018 and a request was made to have the funds posted to the loan. On March 9, 2018, Shellpoint received an updated Third-Party Authorization form allowing us to communicate directly with the contractor. Shortly after we received the Authorization, the contractor called inquiring about the status of the funds. They were advised the funds were applied to the loan since we had received no instructions from you as to how you would like for Shellpoint to process the remaining funds. Since it was not enough to post a full monthly payment, funds in the amount of $1,390.18 were posted to the unapplied account on March 13, 2018. According to the information provided above, Shellpoint obtained your authorization before disclosing any information regarding the loan or the remaining loss draft funds, and no information was divulged without your authorization. Furthermore, the third party was only advised the funds were posted to the loan due to lack of communication from you, not because the loan was in arrears. On March 16, 2018, Shellpoint received a Cease & Desist Retraction from your Attorney, [redacted] Law, P.C., which allows us to correspond directly with you regarding the above-referenced loan. The loan has been updated accordingly. Loss Mitigation records indicate you are currently working on a loan modification at this time. Because you have not provided any specific information regarding your concerns with the loan modification process, we are unable to respond to that matter. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed are copies of the Loan History Summary, Third Party Authorizations and the No Contact Letter. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures

RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Ave [redacted], CA 90813 Dear Ms R[redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 10, 2017, regarding the subject property. [redacted] Life Insurance Company is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about November 11, 2016. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Mr. [redacted] states that the property taxes due in December 2016 were not paid; therefore, when the April 2017 tax payment was paid, it was applied to the December 2016 tax payment. Therefore, the April 2017 taxes are outstanding and need to be paid. He also states the Customer Service department refuses to act upon his complaint(s). Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Mr. [redacted] on May 15, 2017 to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. Please be advised, when taxes are due within sixty (60) days of a loan’s transfer to another servicer, it is the responsibility of the previous servicer to ensure the tax payment has been made. We regret the previous servicer did not handle this issue as per protocol. According to Shellpoint’s records, Mr. [redacted]’s attorney called our Customer Service department on April 18, 2017, asking for proof the taxes were paid in December 2016. During the call, the attorney was advised that the taxes should have been paid by the previous servicer. There were no further questions. On April 26, 2017, Mr. [redacted] called the Customer Service department to advise the taxes due in December 2016 were not paid and the April 2017 payment was applied to the December 2016 taxes; therefore, the April 2017 taxes still needed to be paid. At that time, a request was made to have the issue researched and taxes paid if needed. Please be advised, this research can take up to thirty (30) days. Mr. [redacted] continued to call the Customer Service Center multiple times between April 26, 2017 through May 10, 2017, the date this complaint was filed. He was advised each time a research request had been made and the issue was being investigated. He was further advised that the penalties would be paid for by Shellpoint and would not be disbursed from his escrow account. On May 15, 2017, it was determined that the April 2017 tax payment had been applied to the December 2016 tax payment, and there was still an outstanding amount of $174.49, which was a penalty fee for late payment of the December 2016 taxes. As previously advised, these fees were paid by Shellpoint and were not disbursed from Mr. [redacted]’s escrow account. The same day, a tax payment for April 2017 was disbursed in the amount of $1,744.84 from Mr. [redacted]’s escrow account payable to Los Angeles County. Additionally, penalty fees in the amount of $187.48 for the April 2017 tax payment were also paid by Shellpoint. Property taxes for Mr. [redacted]’s loan are now paid current. Enclosed is a copy of the Loan History Summary for Mr. [redacted]’s records. Please extend our sincere apologies to Mr. [redacted] for any inconvenience regarding the property tax payments on his loan. Shellpoint takes its customer service obligations very seriously and his concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department Enclosure

October 26, 2017[redacted], WA 98671RE: Revdex.com Case # [redacted]Reference # [redacted] Account #: xxxx[redacted] Property: [redacted], WA 98671Dear [redacted] and [redacted]:This letter is in response to the Better Business...

Bureau of the Upstate of South Carolina complaint received on October 17, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about September 03, 2016.Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns.Per the complaint, you stated that you have a $38,000.00 insurance claim and New Penn is holding the money. You stated that your first draw should be around $12,500.00, and you need to replace the kitchen and dining room.According to New Penn’s records, funds in the amount of $38,713.06 were received on October 5, 2017. Due to the amount of the claim, and the unpaid principal balance on the loan, New Penn must handle the claim according to the “monitored” claims process. This means that if your loss is greater than $10,000.00, New Penn reserves the right, pursuant to the Security Instrument securing the mortgage lien, to hold funds in a loss draft account, thus ensuring the repairs to your property are completed. New Penn will release the initial draw to begin repairs, and then we will monitor the repairs process via property inspections to verify the repairs are being completed according to the contract and in compliance with the local building codes. Inspections are to be completed at 50% (or greater) of the repairs and at the completion of the repairs.Before the initial draw can be made, the following documentation is required from you:• Claim check endorsed by all payees listed on the check.• Provide a copy of the insurance adjuster’s estimate listing the identified damages and the amount covered by your insurance company.• Sign the enclosed Owner’s Affidavit and have your signature notarized.• Provide a copy of the signed contract between you and the contractor listing:a. all the repairs that will be performed b. the total cost to complete the repairs c. the estimated time required to complete the repairs d. Repairs must be completed by a licensed contractor• Provide a signed W-9 form from your contractor (a blank copy is included for your convenience).• Contractor’s license and contractor’s proof of insurance.Our insurance division previously provided you with these requirements and details for this process.Once the above-referenced documents were received, one-third of the funds in the amount of $12,904.35 were disbursed on October 17, 2017. Additionally, on October 19, 2017, New Penn received approval to disburse additional funds in the amount of $4,451.86 to purchase flooring and $6,263.83 for countertops to be installed.As stated above, funds are not usually released until inspections are ordered to determine if the property is being repaired correctly; however, after receiving permission from the investor, we were allowed to disburse the additional funds for the flooring and countertops. Unless special circumstances arise, in the future, disbursements will be made only after inspections are completed, per the normal loss draft process.The loan is due for the November 1, 2017, installment.New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary reflecting loss draft transactions for your records.Should you have further questions, you may contact me directly at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosureHours of Operation (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.

This letter is in response to the complaint submitted April 26, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, [redacted], doing business as [redacted] trust, not in...

its individual capacity, but solely as owner trustee for [redacted]. Ms. [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] California. The State of California paid Shellpoint $77,000.00 to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late charge. They also demanded I pay April and May payments up front. I called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would be. The woman was rude and not helpful. I think Shellpoint should start collecting payments in May. Shellpoint regrets any inconvenience Ms. [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customers. Please be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable law. However, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $613.52 effective with the October 1, 2011 installment, and the monthly principal and interest payment would later increase. The agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rate. As conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, 2014 installment. As conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, 2014. In September 2014, Shellpoint made several attempts to establish contact with Ms. [redacted], but was unable to do so until October 16, 2014. During that conversation, Shellpoint discussed the reason for increase in the monthly payment. On February 17, 2015, Shellpoint received funds totaling $77,000.00 to be applied to Ms. [redacted]’s loan as part of her approval for assistance under the [redacted] California program. At that time, the loan was due for the October 1, 2014 contractual installment. Shellpoint used $5,377.96 of those funds to satisfy the October 1, 2014 March 1, 2015 installments. Also, $71,609.72 of those funds were applied to the principal balance. As part of Ms. [redacted]’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown below. Reduced Principal Balance: $115,391.35 Interest Rate: 3.125% Principal and Interest Payment: $441.97 Total Payment: $625.05 Payment Due Date: April 1, 2015 Maturity Date: September 1, 2051 Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effect. However, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changed. We have provided an updated payment schedule below. Interest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/2015 10/1/2015 $509.39 4.625% 9/1/2016 10/1/2016 $544.15 As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms. [redacted] signed on September 14, 2011. No other changes to the loan’s interest rate will occur outside of the schedule provided above. The principal and interest payments provided above do not include the monthly escrow deposit. The monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow deposit. As conveyed in Ms. [redacted]’s complaint, Shellpoint previously advised that the recast was effective with the April 1, 2015 installment. We have received payments for the April 1, 2015 and May 1, 2015 installments, and as a result, the next installment on the loan is due June 1, 2015. Lastly, please be advised that late charges have been waived. However, note that the original agreement stipulates that installments are due on the first day of each month. If the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loan. All late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $0.00. If Ms. [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistance. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I disagree with their notion that this complaint was the first time they heard about it. I have contacted Shellpoint by email, regular snail mail and phone on more than one occasion to resolve this matter. This Revdex.com complaint was the only way I could get a response from them. I appreciate that they will reimburse tax penalty to [redacted], and I find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
SHellpoint has not resolved my complaint. I have been calling them over the past few days to speak with some one...

and have gotten the run around every time.  They say that they are investigating and when I call Shell point (using the number on the letter) to explain what actions I plan to take to aid them in their investigation, they keep me on hold for hours and when they finally come back on to the phone, I am mysteriously disconnected.  I called today. I called Monday. I called Friday. I called Saturday. the same thing happened each time. And, now they are saying that time has run out for my response. I responded right away by phone. My plan was to fax them information to aid in their 'investigation', but we have been snowed in here in Memphis. So I did not have transportation. I had planned to fax documents to them.
Regards,
[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. 
Regards,
[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. 
Regards,
[redacted]

This letter is in response to the complaint submitted May 11, 2015, regarding the above referenced loan. Bank of [redacted] as Trustee for [redacted] (“[redacted]”) currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on...

behalf of [redacted], on or about December 15, 2014. Please note, Shellpoint’s records indicate the loan was discharged through a Chapter 13 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as Mrs. [redacted] personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Upon review of the complaint, Mrs. [redacted] acknowledges the loan’s transfer from [redacted], N.A. to Shellpoint, but disputes how the payments have been applied. Mrs. [redacted] advises the loan should be current, and requested Shellpoint make corrections accordingly. Please be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,760.36 and was past due for the October, November and December 2014 payments. Shellpoint has received the following payments: ? ACH payment in the amount of $740.90 was received on January 23, 2015 and applied towards the October 1, 2014 due date. ? ACH payment in the amount of $740.90 was received on February 23, 2015 and applied towards the November 1, 2014 due date. ? ACH payment in the amount of $762.35 was received on March 23, 2015 and applied towards the December 1, 2014 due date, and $21.45 applied towards late charges. ? ACH payment in the amount of $2,865.28 was received on April 16, 2015 and applied as: o $740.90 towards the January 1, 2015 due date o $740.90 towards the February 1, 2015 due date o $740.90 towards the March 1, 2015 due date o $42.90 towards outstanding late charges [redacted] o $599.68 towards escrow only A request was submitted to the appropriate department on May 20, 2015 to reverse the escrow payment in the amount of $599.68, and combine it with $141.22 in unapplied funds to post a full payment towards the April 1, 2015 due date. Shellpoint expedited and honored the request, and re-posted the payment towards the April 1, 2015 due date on May 20, 2015. As of the date of this letter, the loan is past due for the May 1, 2015 due date. Enclosed is a copy of the payment history. It is respectfully advised that Mrs. [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loan. Such proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in dispute. She may forward the documentation to Shellpoint via email to [redacted]shellpointmtg.com or fax to [redacted], along with her written dispute. Upon receipt, Shellpoint will gladly investigate further. Please accept our sincere apologies for any inconvenience experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]
[redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing

December 06, 2017 [redacted] North [redacted], FL 33418 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], FL 34997 Dear [redacted] and [redacted]: This letter is in response to the complaint forwarded from the Revdex.com of Upstate South Carolina on December 4, 2017, regarding the subject property. [redacted] is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you state Shellpoint has been calling several times a day regarding the loan we are servicing, despite your request that we do not call you. Additionally, you are disputing the validity of the debt, as you received a Satisfaction of Mortgage over a year ago, which you recently provided to us, and Shellpoint has just recently began calling you demanding payment. You state documents sent to you by Shellpoint were to the incorrect address, although the Satisfaction of Mortgage was sent to the correct address. Please be advised, Shellpoint has been calling you since January 2017 when the loan became delinquent. However, per your request, the loan has now been updated so you will no longer receive telephone calls. You will only receive communications from us in writing. Shellpoint updated your mailing address on November 16, 2017, to [redacted]th [redacted], FL 33418. The previous address we had on file was [redacted] Drive, [redacted] FL 34997-1541, which is where monthly statements and other correspondence were sent. As you were advised in our previous responses directly to you, Shellpoint is not affiliated with [redacted]. Additionally, the document you provided as the Satisfaction of Mortgage was a cover page and not the actual Satisfaction. These documents are enclosed for your review. Please be advised, the loan we are servicing is a Promissory Note you signed on January 10, 2011, not a mortgage. The loan originated with [redacted] Insurance Corporation (“[redacted]”) in the amount of $40,000.00. A copy of the Note is enclosed for your records. Please see the information below regarding the loan we are servicing. As of the date of this communication, your principal balance is $24,666.82. Please note, this amount does not include any interest, fees, debits, credits that may have accrued to date. Because interest, payments, credits, fees, and/or other permissible charges can continue to cause the loan balance to vary from day to day, you should contact us at 800-[redacted] to determine the exact balance. Per your request, please review the following loan information: [redacted] 1. The current owner of this loan is [redacted] and their address is: Mailing Address: [redacted] Ave [redacted], WI 53202 2. This loan was originated with [redacted] Insurance Corporation and was originated on January 10, 2011. 3. The term of the loan is 180 months. 4. The original amount of the principal obligation under the mortgage was: $40,000.00. 5. There is no escrow account on the loan. 6. The current interest rate is: 0.000%. 7. Payments are to be made on the 1 of each month, beginning April 01, 2011, plus any remaining amount due on the maturity date of March 01, 2026. 8. The date of last full payment was: November 01, 2016. 9. As of the date of this letter, the loan is due for the payment due January 01, 2017. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan. In addition to the above-referenced documents, enclosed is a copy of the Loan History Summary for your records. If you can provide proof that this loan has been satisfied in full, please submit documentation and we will research it. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures

March 16, 2018 [redacted] [redacted] [redacted] [redacted] Ave [redacted], AZ 85053 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] [redacted] Ave [redacted], AZ 85053 Dear [redacted] [redacted]: This letter is in response to the...

Revdex.com of the Upstate complaint received on March 8, 2018, regarding the subject property. [redacted] Mortgage, LLC is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about December 26, 2014. Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you state you tried for over a year to have the Private Mortgage Insurance (“PMI”) removed from your loan, and after the appraisal was received by New Penn, we did not process the removal in a timely manner, causing you to have to pay an additional month of premium. Additionally, you requested removal of the escrow account, which you believe should have been done automatically. The escrow removal was denied due to the loan to value (“LTV”) on the loan. Lastly, you state you obtained a new insurance policy with a reduced premium amount, but New Penn has not made the correction to your monthly payment. We apologize for any delay you encountered while trying to have the PMI removed from your loan. According to New Penn’s records, we received signed PMI removal documentation from you on January 9, 2018 and an appraisal was ordered the same day. The appraisal was received on January 18, 2018, and the PMI was cancelled effective January 17, 2018. You were sent a letter on January 23, 2018 advising you the PMI had been cancelled. You were not charged any PMI premiums after the month of January 2018, and no PMI premium is due to you. Additionally, a revised escrow analysis was performed on January 25, 2018 advising you effective March 1, 2018 the monthly payment amount would decrease from $1,250.27 to $1,134.64. A copy is enclosed for your records. As you were advised in the enclosed response dated March 7, 2018, due to investor requirements, New Penn is unable to remove the escrow account from the loan at this time. Please be advised, the investor requires an LTV ratio below 80% of the original appraised value in order to remove the escrow account, and the LTV is 88.95% at this time. On March 13, 2018, a revised escrow analysis was performed due to decrease in hazard insurance premium. The analysis decreases the monthly payment amount from $1,134.64 to $1,092.83. A copy is enclosed for your records. According to our records, there have been two payment decreases; one due to the PMI removal and the other due to a decrease in insurance premium. From February 1, 2018 to April 1, 2018, the total decrease amount to the monthly payment is $157.44. New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the aforementioned documents, a copy of the Loan History Summary is enclosed [redacted] for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 408 North Church Street, Suite C Greenville, SC 29601 Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.