October 26, 2017Revdex.com of Upstate South Carolina Attention: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601RE: Complaint ID # [redacted]Reference #: [redacted]Account #: XXXX[redacted] Borrower: [redacted] Property: [redacted], 4A[redacted], NY 10462Dear Ms....
R[redacted]:This letter is in response to the Revdex.com complaint received on October 17, 2017, regarding the subject property. [redacted] Investors, L.P. 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 August 15, 2016.[redacted] stated in the complaint: My mortgage was sold to Shellpoint from [redacted], from [redacted]. I paid my mortgage every month on Schedule, however, my home was foreclosed and Sold. When I called Shellpoint, and told them that I have receipts to prove I have been paying my mortgage, I was told to prove that they deposited my money Orders. Mind you, I never received a money Order I sent back, so they received my money. They sold my home on the same day they sent me another envelope for a mortgage payment. Shellpoint are thieves and will Steal your home.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.Although we understand that the news of the foreclosure sale may be disappointing to [redacted]. Shellpoint believes that it made reasonable efforts to assist Mr. [redacted] with the loans delinquent balance; however, our efforts were not successful.While Shellpoint offers a variety of loss mitigation options to help mortgagors retain home ownership and avoid a foreclosure, approval is not guaranteed. The enclosed Solicitation letters were Sent in an effort to begin the loss mitigation process and assess Mr. [redacted]'s eligibility for loss mitigation options. In addition, several phone calls were also made to no avail.During a telephone conversation that occurred on September 21, 2016, between [redacted] and a representative from Shellpoint, Shellpoints representative inquired about Mr. [redacted]'s financial ability and intentions with the property; however, he refused to provide his financial information to the representative. Mr. [redacted] stated that he did not intend to sell the property as it was his primary residence, and that he would be paying the mortgage in full in October or November of 2016; however, the loans delinquent balance at that time was not paid during the Specified times nor was the loan paid off.Shellpoint continued efforts to reach Mr. [redacted] regarding the loans delinquent balance and sent the enclosed letters stating that several attempts were made to reach him by phone, and we requested him to verify his contact information but never received communication from Mr. [redacted].Note that the file was referred to an attorney in November of 2014, to commence foreclosure proceedings due to the loans delinquent balance. The enclosed letter, dated August 24, 2016, was sent which stated that the loan was in default and foreclosure proceedings have or may soon commence. Due to there not being any communication between Shellpoint and Mr. [redacted], and no active workout solutions in process, we proceeded with the foreclosure process. The property sold to a third party on September 18, 2017 via a foreclosure sale.With regard to the payments that Mr. [redacted] stated were made to Shellpoint, note that the Section #1 of the enclosed Mortgage States that the lender may return or accept any payment or partial payment if it is for an amount that is less than the amount that is then due. Furthermore, the lender is not obligated to apply such lesser payments when it accepts such payments. The lender may hold such unapplied funds until payments are made to bring the loan current.Please be advised that Shellpoint received funds from Mr. [redacted] after the completion of the foreclosure sale that occurred on September 18, 2017. As a result, Shellpoint returned money order #[redacted] for $500.00 on October 03, 2017, and check #[redacted] for $23,939.60 on October 16, 2017.Shellpoint maintains that it Serviced the loan according to the applicable State and federal law, including the processing of the foreclosure. We also maintain that no errors occurred while We Serviced the loan and the foreclosure Sale will remain.Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us Via email at escalations('shellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: Solicitation Letters, No-Contact Notices. Notice of Referral to Foreclosure, and Mortgage
This letter is in response to the complaint submitted June 12, 2015 regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) b[redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, 2014. Mr. [redacted] stated in the complaint that...
he received a credit alert advising the loan is delinquent. He advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing payments. Shellpoint would like to extend our sincere apologies to Mr. [redacted] for the Default Notice sent to his attorney, dated June 2, 2015. The notice was generated due to a new requirement for loans involved in Active Bankruptcy, to offer assistance and make them aware of some other possible options. Mr. [redacted]’s loan is not in default, due to the Active Bankruptcy. We would like to apologize for any disappointment this may have caused. Shellpoint is reviewing the language in our Notices to avoid any miscommunications in the future. Shellpoint’s Bankruptcy department reviewed Mr. [redacted]’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr. [redacted]’s loan still owes $2,047.30. Without those funds from the trustee, the loan is not contractually current. Shellpoint is reporting this loan to the four consumer reporting agencies in accordance with the requirements set forth in the Fair Credit Reporting Act, (“FCRA”). Please know that Shellpoint takes its customer service obligations very seriously and your 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 Customer Service at [redacted]
Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]
Complainant is not authorized on the loan; therefore, we are unable to release any information. However, Shellpoint maintains that the Short Sale process was handled properly.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted], CA 90019 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 20, 2017, regarding the subject property. [redacted] Acquisition Corp 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 01, 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, Ms. [redacted] states her loan servicing was transferred from Shellpoint to [redacted] Trust Company (“[redacted]”) in April 2017. However, her April 2017 payment was drafted by Shellpoint, not the new servicer. She states she has made several calls and has been told the funds were transferred, but [redacted] states they have never received them. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on June 20, 2017, to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to the transaction history on the loan, it shows that funds in the amount of $3,557.20 were wired to [redacted]’s bank, [redacted] First Savings Bank, on April 17, 2017. When Ms. [redacted] called our Customer Service Center on May 22, 2017, she was provided this information. However, upon subsequent calls from Ms. [redacted], Shellpoint conducted further research into the matter and determined there had been an error with the batch number that was wired on April 17, 2017. A Customer Service Supervisor tried to contact Ms. [redacted] on June 14, 2017 to let her know funds were being send to [redacted] that day, but they were unable to reach her. Although the funds showed being disbursed on April 17, 2017, they were not picked up in the transfer report. Therefore, funds in the amount of $3,557.20 were wired in a disbursement batch to [redacted] First Savings Bank on June 14, 2017. We apologize to Ms. [redacted] for any inconvenience regarding the transfer of her April 2017 payment to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization. Should there be any further questions, you may contact me directly at 864-[redacted]. Sincerely, [redacted] Lisa F[redacted] Compliance Department
RE: Complaint ID: [redacted] Borrower: [redacted] Property Address: [redacted] Avenue, [redacted], WI 53218 Reference Number: [redacted]
Dear [redacted]: This letter is in response to the complaint submitted December 1, 2016, regarding the...
above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about January 1, 2016. Please note, 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 customer concerns. Per the complaint, Ms. [redacted] states she signed a Cash for Keys agreement with Shellpoint and has yet to receive her check. The Shellpoint representative, Arthur M[redacted], told her she would be responsible for the removal of someone else’s property and would also be held accountable for any garbage or recycling left for normal pickup. When she called the attorney representing Shellpoint, she was informed Mr. M[redacted] should have given her the money when she turned over the keys. She further states the attorney has contacted Shellpoint twice with no response. According to Shellpoint records, when the Cash for Keys inspection was performed, there were still personal items remaining in the basement and on the exterior of the property; therefore, the check was not released to Ms. [redacted]. However, after reviewing the file and speaking with Ms. [redacted], it was determined the check would be released to her today. Mr. M[redacted] should be contacting Ms. [redacted] shortly if he has not already done so. Additionally, Shellpoint has not received any communication from the attorney as Ms. [redacted] has stated. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[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] My payments was always 113745 because I forgot to pay 77cent they didn't apply my money don't make sense an I spoke to them an they got update number they messing up my credit I even sent them the judgment if I send in a payment for Feb it should apply to Feb when they held my money they report to credit bureau as if I was late an the whole time they held it over 77cent that's wrong of them
October 31, 2017[redacted]P. O. BOX [redacted] City, Taiwan [redacted]gmail.comRE: Complaint ID: [redacted]Reference #: [redacted] Homeowner: [redacted] Property: [redacted] Ave[redacted], CA 90813Dear Ms. R[redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on October 24, 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] advises he sent three letters prior to making his October mortgage payment and did not want Shellpoint to draft his September 1, 2017 payment through ACH. However, Shellpoint drafted a payment on October 15, 2017, which resulted in a $20.00 fee assessed by his bank for a rejected payment. Furthermore, Mr. [redacted] would like the name of the owner of the loan.An Automatic Payment Enrollment Form (ACH) request was signed and faxed to Shellpoint on January 24, 2017. The first draft date was requested for February 15, 2017 in the amount of $1,047.75. On February 15, 2017. Shellpoint drafted Mr. [redacted]'s payment of 1,047.75. On February 7, 2017. Shellpoint received a second request for ACH draft to begin January 10, 2017. Shellpoint had already set up the draft to start on February 15, 2017, and disregarded the ACH form.On July 10, 2017 per the request of Mr. [redacted] the ACH draft was cancelled because he would like to change the amount being drafted. Furthermore, on July 10, 2017 Mr. [redacted] scheduled the July 1, 2017 installment over the phone in the amount of $1.056.49. On July 11, 2017, a new ACH draft was mailed to Mr. [redacted].Shellpoint received no further phone calls or payments in July or August 2017. On August 17, 2017, a late fee of $38.28 was assessed to the loan appropriately.On September 1, 2017, a payment of $1,100.00 via check was received and posted to the account for the August 1, 2017. installment of $1,056.49 and $43.51 was applied to principal only. We believe this is the check payment you requested Shellpoint not process, as you placed a Stop payment on it and instead Sent a payment for two monthly installments which were received September 5, 2017. Please know, Shellpoints payment processing center processes thousands of check payments per day, by an automatic process. It is not possible to remove your check payment from that process. As Such, the check was posted to your loan, and was later returned on September 7, 2017, per your order to stop payment on it.On September 5, 2017. Shellpoint received two payments of $1,056.49 each which were posted to the October 1, 2017 installments. However, once the reversal of the September 1, 2017 payment occurred, these two payments were re-posted to the August 1, 2017 and September 1, 2017 installments. The loan was assessed a $25.00 fee when the September 1, 2017 payment was reversed, which Shellpoint waived as a courtesy on September 13, 2017. Since the NSF fee had already been paid, the payment was reversed and the $25.00 was posted on September 13, 2017, to principal.Shellpoint received the new ACH request and entered it on September 5, 2017 for the first draft to occur September 15, 2017 and every 15" of the month thereafter in the amount of $1,100.00. Shellpoint mailed you a confirmation letter of the ACH plan on September 6, 2017. Accordingly, on September 15, 2017 Shellpoint drafted an installment for $1,100.00, of which $1,056.49 was posted to the October 1, 2017, installment and $43.51 was applied to principal only.Mr. [redacted] did request the new ACH recurring draft program be delayed to October 15, 2017, in an online email dated August 31, 2017. However, due to an inadvertent error, that portion of his request was overlooked.On September 14, 2017. Shellpoint responded to Mr. [redacted]s emails dated August 29, 2017, August 31, 2017 and September 13, 2017. Enclosed are copies of the original requests and responses provided by Shellpoint. The responses provided via email on September 14, 2017 and October 18, 2017, included the contact information and name of the owner of the loan. In addition, Shellpoint mailed seven acknowledgment letters after receipt of each of Mr. [redacted]s emails. Each acknowledgment contained the same loan owner information. We would like to advise Mr. [redacted] that although he is able to contact the owner of the loan to discuss the above transactions, they will direct him to contact Shellpoint with his concerns, as we are servicing the loan on their behalf.The second request to stop the September 15, 2017 draft was received September 19, 2017, after the ACH was drafted. On September 26, 2017. Shellpoint received the third letter requesting the September 15, 2017 draft be stopped. Mr. [redacted] also advised he was trying to call the compliance officer on September 15, 2017 and had not received an answer. We apologize to Mr. [redacted] since he was unable to reach someone. Included in all our correspondence we provide a customer Service number of 1-800-[redacted], we have no records of any issues preventing calls from coming in. However, if Mr. [redacted] can provide the dates and times of those calls, and from what number he was dialing. We can have our telecom team research the issues he has had in contacting Customer Service.On October 15, 2017. Shellpoint drafted $1,100.00, of which $1,056.49 was posted to the November 1, 2017, installment and $43.51 was applied to principal only.On October 18, 2017, the payment of $1,100.00 drafted on October 15, 2017, was rejected by Mr. [redacted]'s banking institution for non-sufficient funds (NSF) and a $25.00 NSF fee was assessed.As a courtesy, the NSF fee of $25.00 assessed October 18, 2017, will be waived. Shellpoint will also waive any bank fee arising from the automatic draft scheduled for October 15, 2017. Mr. [redacted] will need to provide a copy of the bank statement showing the fee was assessed to him by his bank, to the following address, along with a written explanation of his request:Shellpoint Mortgage Servicing Attin: Disputes P. O. BOX [redacted] Greenville, SC 29603 Email: [redacted].com Fax: 866-[redacted]As of the date of this correspondence, the loan is current with the next installment due November 1, 2017. Shellpoint is Scheduled to draft the November 1, 2017 installment by Mr. [redacted]'s recurring ACH draft plan, on November 15, 2017.You have the right to request documentation Supporting our determination that no error occurred. Enclosed for review is a copy of the payment history, and prior correspondence.Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely,Tammie D[redacted] Compliance Departmentcc: Revdex.com of Upstate South CarolinaAttn: Cindy R[redacted]
RE Complaint ID #: [redacted]Complainant: [redacted] Reference #: [redacted] Account # XXXX[redacted] Property: [redacted] RoadToledo, OH 43612-3543Dear Cindy R[redacted]:This letter is in response to the Revdex.com complaint received on November 21, 2017, regarding the subject property. [redacted] LLC 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.Borrower stated in the complaint: My account was sold from [redacted] Financial to Shellpoint, they told me I must pay or they will take my house because of the lien. I owe S8,314.39. I have faxed and called the LOSS Mitigation Department, and they never receive the information. When I call, the recording says this not an attempt to collect due to the bankruptcy, how can they threaten to take my house when I am Still payment my regular mortgage. It took over 2 years for them to correct my credit report, it was showing active and my score went down because of that. I would like Shellpoint to either get rid of the debt and lien due to bankruptcy or work with me to find a solution through their LOSS Mitigation Department for a loan modification.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. We regret any inconvenience the mortgagor may have experienced in communicating with our office, as Shellpoint strives to provide excellent service to all of its customers.Upon review of the mortgagors complaint. Shellpoints records indicate that we have previously addressed most of the issues and concerns listed in the mortgagors complaint. Please refer to our enclosed letters dated April 15, 2015, May 6, 2015 and May 8, 2015. Shellpoint maintains that it has serviced the loan in accordance with the original agreement and applicable laws. As conveyed in Shellpoints April 2015 letter. Shellpoint acknowledged Ms. [redacted]s obligation to repay the debt was discharged via bankruptcy proceedings; however, it also confirmed that the lien Survived the bankruptcy proceedings. As such, a valid debt still exists with respect to the enforceable lien, and Shellpoint is servicing the debt accordingly. In Shellpoints May 8, 2015 letter, it confirmed that Shellpoint submitted a request to the credit reporting agencies to remove all credit reporting issued by our office.Lastly, We acknowledge the mortgagors request for a Workout Solution. Shellpoints LOSS Mitigation Department received a request for mortgage assistance from **. [redacted] on October 3, 2017; however, it was unable to complete its review because additional documents were required. Shellpoint required documentation evidencing the mortgagors name change from [redacted] to [redacted], as documentation received as part of the loss mitigation application showed a name different from that noted in Shellpoints servicing system. Our records indicate that our representatives spoke with Ms. [redacted] on October 12, 2017, where during the call Ms. [redacted] was advised of the required documentation. Additionally, the designated single point of contact, [redacted]Dennis C[redacted], attempted to reach Ms. [redacted] on November 22, 2017; however, his attempt was unsuccessful. As of the date of this response, the required documentation remains outstanding.The requested information may be submitted by mail to the address listed below or by facsimile at (866) [redacted] or via email to lossmitigation (shellpointmtg.com. Upon receipt, Shellpoint Will proceed with the next phase of the review process or notify Ms. [redacted] if additional documentation is needed to accurately calculate her household income.Shellpoint Mortgage Servicing P. O. BOX [redacted] Greenville, SC 29603Should you or the mortgagor have questions regarding the loss mitigation process and/or to inquire about the documentation requested, please contact the designated single point of contact, Denis C[redacted], at (866) [redacted], extension [redacted] for further assistance. You may also contact Shellpoints Loss Mitigation Department via telephone at (866) [redacted].Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at escalations ashellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: LettersCC. [redacted] R. [redacted] Road [redacted], OH 43612-3543
February 1, 2018 [redacted] [redacted] [redacted] Place NE [redacted], DC 20019 RE: Escalation Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Street NE [redacted], DC 20019 Dear [redacted] [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 29, 2018, regarding the subject property. The Bank of [redacted] [redacted] The Bank of [redacted], As Trustee for the Certificateholders of [redacted], Inc., Alternative Loan Trust 2007-[redacted] Certificates, Series 2007-[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. Upon review of the correspondence, Shellpoint determined we have already received a similar complaint directly from you, which we just responded to on February 1, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 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. 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. Hours of Operation [redacted] Place, Suite [redacted] Toll Free Phone 1-800-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM February 1, 2018 [redacted] [redacted] [redacted] Place NE [redacted], DC 20019 RE: Subject Property: [redacted] NE, [redacted], DC 20019 Reference Number: [redacted] Dear [redacted] [redacted]: This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about November 16, 2012. Per the correspondence, you state you were advised by Shellpoint’s Customer Service Agent that your mortgage interest is - $33,613.92, and you want to know why. You state you were previously approved for a loan modification, and have made fifteen (15) on-time payments thus far, and you want to know why your mortgage is still showing past due and in arrears. Additionally, you state you pulled your credit report, and the last mortgage payment was reported in October 2016. You want your credit report updated with corrections. Please be advised, Shellpoint is aware of the issue with some loans reporting negative interest on the IRS Form 1098 (“1098”) that was recently mailed to homeowners. We are working to correct this issue and anticipate the revised 1098’s will go out under separate cover within the next week. According to our records, the above-referenced loan was modified in April 2017. As such, we have been reporting the loan as current, to all of the agencies referenced below, with the special comment “Loan Modified” since that time. Shellpoint has verified that each of the bureaus has been reporting the loan as “current” since October 2016. The enclosed Account Data Views show the last date paid for this loan is the January 2018 installment. The January 2018 installment was received by Shellpoint on December 5, 2017. This information was submitted to the CRA’s with our monthly reporting file for December 2017, during the month of January 2018. If you feel there is an error in your reporting, Shellpoint respectfully requests that you submit a copy of the report to us and describe what you believe is incorrect. Alternatively, you may also contact the respective agency at the numbers listed below: TransUnion Equifax Experian Innovis www.transunion.com www.equifax.com www.experian.com www.innovis.com TransUnion Consumer Equifax Credit Experian Information Innovis Consumer Solutions Information Services, Inc. Solutions, Inc. Assistance P.O. Box 2000 P.O. Box 740241 P.O. Box 4500 P.O. Box 1640 Chester, PA 19022 Atlanta, GA 30374 Allen, TX 75013 Pittsburgh, PA 15230 (800) 916-8800 (800) 685-1111 (888) 397-3742 (800) 540-2505 As of the date of this letter, the loan is current with the next installment due March 1, 2018. Please accept our sincere apologies for any inconvenience regarding the incorrect information on your 1098, and for any confusion surrounding the credit reporting status of the loan. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any additional questions or concerns, please contact our Customer Service department at 800-[redacted]. Sincerely, Compliance Department Shellpoint Mortgage Servicing Enclosures This communication is sent to you by Shellpoint Mortgage Servicing, a professional debt collector. 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.
RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted April 9, 2015 regarding the above referenced loan....
[redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan on or about November 28, 2014. Per the complaint, Ms. [redacted] stated Shellpoint double drafted her bank account in April 1, 2015 and as of the date of the complaint, still has not refunded the duplicate draft eleven days later. Ms. [redacted] would like the funds refunded and an apology, as well as assurance this would not occur again. By way of background, Shellpoint received an automatic draft authorization form from Ms. [redacted] on March 6, 2015. The form requested Shellpoint begin drafting payments from the checking account ending in [redacted] on April 1, 2015. The recurring draft plan was set up to begin drafting April 1, 2015, per Ms. [redacted]’s wishes. Due to a keying error, a 2nd payment was entered to draft April 1, 2015. This resulted in the double draft that occurred on April 1, 2015. Shellpoint received a call and email from Ms. [redacted] on April 2, 2015 regarding the double draft.. In response, Shellpoint’s Customer Service department requested proof that the funds cleared from Ms. [redacted], so that we could process a refund for the duplicate draft. Shellpoint received the copy of the bank statement from Ms. [redacted] on April 6, 2015. After reviewing the bank statement, Shellpoint responded to Ms. [redacted] with a letter dated April 10, 2015 advising the bank statement provided on April 6, 2015 showed the transactions were “processing.” In order to refund the duplicate payment, Shellpoint required verification that both payments cleared the bank account. Since the bank statement provided did not include this proof, the refund request was denied. [redacted] In the meantime, Shellpoint received another call from Ms. [redacted] on April 9, 2015. Our agent verbally informed Ms. [redacted] that we require a copy of the bank statement showing both payments cleared, and the only bank statement we had on file showed the payments were processing. Despite not having the required evidence, Shellpoint’s agent referred the issue to a Supervisor. Since it had been more than 5 days since the drafts and neither of the drafts had been returned for non-sufficient funds (“NSF”), the Supervisor requested a refund of the duplicate payment. Shellpoint received contact from Ms. [redacted] on April 14, 2014, as a follow up to the refund request. According to the Supervisor, the refund would arrive in Ms. [redacted]’s bank account within 24 hours. Unfortunately, the refund request was missed on the 14th and had to be requested again on April 16, 2015. We understand there may be additional NSF fees Ms. [redacted] may have incurred as a result of these issues. Ms. [redacted] should submit a copy of the bank statement showing theany fees, so that we may request a check to reimburse her. She should send the copy of the complete bank statement to [redacted]@shellpointmtg.com or by fax to [redacted]. Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding these issues. Our records indicate Ms. [redacted] has cancelled the automatic draft plan that was set up to begin April 1, 2015. As a result, Ms. [redacted] should not experience another double draft issue with Shellpoint. Please know that Shellpoint takes its customer service obligations very seriously and Ms. [redacted]’s 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-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
I accept this correction with reservations. I will not pursue the interest adjustment I feel is due for the May and June payments. Again, I performed according to the instructions sent to me by the previous lender and Shellpoint. It was not my lack of compliance but their operation procedure. The loan should have been set up before the first payment was due. The documentation was received and destroyed by the company.I can only assume future adjustment will be correctly made and I will receive adequate notice prior to the change, in accordance with the note.
Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated...
Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January 2016 payment when we should have. You stated Shellpoint assessed the late charge inappropriately and request that it be waived. Please be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was received. Your contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, 2016 a late fee would be assessed. You were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was denied. Shellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriately. Therefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
This was not about them servicing the loan it was about them saying they have never received paperwork for a modification that's been sent to them and it's been going on for about 3 months now.
RE: Complaint ID [redacted] Subject Property: [redacted] Street Unit [redacted] MA 01830 Reference Number: [redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted November 16, 2016 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 01, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Loan Mortgage Corporation. [redacted] stated in the complaint, that after three years of going back and forth on a defaulted mortgage, I agreed to do a Deed-in-Lieu (“DIL”). I was told that the DIL was supposed to be completed by the middle of August of 2016; however, it has not been completed as of yet. Whenever I call Shellpoint, I am told that they are waiting to get the contract back from the attorney, and that the DIL should be completed soon. I was looking forward to getting the house out of my name by the end of the year, but it does not look like it is going to happen. I need this resolved. Shellpoint regrets to hear that your experience during the loss mitigation process has not been pleasant, and apologize for any lack of communication that you encountered. Shellpoint takes our customer service obligations very seriously and have significant staff dedicated to compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. As you know, Shellpoint began the evaluation your loan for a Deed-in-Lieu of foreclosure (“DIL”) earlier this year. According to our records, you have completed the DIL Agreement (“Agreement”), and it has been sent to the investor for recording. [redacted] As way of background, the DIL was approved in June of 2016; however, when Shellpoint attempted to inspect the property, it was informed that there were tenants occupying the property. As a result, the inspection was postponed until August of 2016 and the property was then secured. Later in September of 2016, Shellpoint received the results of a Title Report, which indicated that the title was clear and without liens. The Agreement was then requested; however, the inspection was not completed until November of 2016. We apologize for the delay in the processing of the inspection, and for any inconvenience that this matter may have caused. For further questions regarding the status of the DIL, we respectfully request you to call the designated Single Point of Contact, Tara M[redacted], at (866) [redacted], extension [redacted] for assistance. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. Sincerely, Rylee W[redacted] Shellpoint Mortgage Servicing 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 this debt has been discharged in a bankruptcy without a valid reaffirmation, please understand that Shellpoint is not attempting to collect the debt from you personally, but is rather seeking to protect the creditor’s rights in the associated collateral. Please disregard any contrary provisions contained in this letter and interpret this communication accordingly. 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 nine 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. Massachusetts You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m.
Dear Ms. [redacted]: This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, 2015. Per the complaint, the borrower(s)...
Mr. [redacted] does not have an escrow account, as he pays his own taxes and insurance. However, after checking his loan detail, his account shows an escrow payment of $2,380.65. Mr. [redacted] would like access online to review his mortgage account. Last, Mr. [redacted] reviewed his 1098 for 2015 and in comparison to his last statement received, the amounts do not match. Due to an inadvertent error, when Mr. [redacted]’s loan was loaded into Shellpoint’s system, it reflected an escrow account. As such, on November 10, 2015 Shellpoint disbursed the taxes due to San Diego County in the amount of $7,452.45. On December 30, 2015 Shellpoint requested the county refund the taxes paid, because Mr. [redacted] had paid them. In turn, $7,452.45 was refunded to Mr. [redacted]’s account. On January 11, 2016 the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removed. Mr. [redacted]’s principle and interest payment is $5,273.36. Shellpoint began servicing Mr. [redacted]’s loan September 1, 2015. From that date forward, the interest paid to Shellpoint was a total of $9,946.76. Prior to that, the loan was serviced by [redacted] Loans Inc. and he should receive a separate Mortgage Interest Statement (1098) for any interest paid to [redacted] in 2015. Enclosed is a copy of the Mortgage Interest statement (1098) from Shellpoint. As of the date of this letter, Shellpoint’s records do not show that Mr. [redacted] is locked out of his online account. We would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.com. Internet Explorer is preferable as your main Internet Browser. Check the Cache and Cookies under your browser’s Internet Settings and clear out those features. Mr. [redacted]’s username is ([redacted].[redacted]) and his email address is [redacted].[redacted]@gmail.com. If Mr. [redacted] has forgotten his password, he will need to click “Forgot Password” to reset it. Should the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phone. Enclosed is a copy of the Loan Transaction History. Please accept our sincere apologies for any inconvenience experienced regarding these issues. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]
[redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] Property Address: [redacted] Avenue, [redacted], SC 29388 Reference Number: 0[redacted] Dear [redacted]: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loan....
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 2016. Please note, 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 customer concerns. Per the complaint, Ms. [redacted] has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly payments. However, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loan. As a courtesy, Shellpoint gave her a three (3) month extension. Furthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every day. She is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 25, 2017; however, we were unable to reach her. We are here to take her calls during the hours listed above. She may also request a specific date and time she would prefer we call her. Please be advised, Ms. [redacted]’s SPOC, Denis C[redacted], attempted to contact her multiple times throughout the months of December 2016 and January 2017 and was unable to reach her until Ms. [redacted] called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms. [redacted] on November 7, 2006, paragraph two (2) states: [redacted] “On December 1, 2016 (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms. [redacted]’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metro2 format and in compliance with the Fair Credit Reporting Act (“FCRA”). Per the FCRA, Shellpoint must report true and accurate information regarding the loan. Shellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurred. Enclosed is a copy of the Note and payment history. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing regulatory[redacted] Regulatory Fax: ([redacted] Enclosures: Note and payment history
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA 90019 Dear [redacted]: This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property. [redacted] Acquisition Corp 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 01, 2016. On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“[redacted]”). 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 rebuttal, Ms. [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted]. Additionally, she wants an apology letter for our lack of follow-up and follow-through, and wants assurance that any issues resulting from this error will be taken care of by Shellpoint. Shellpoint acknowledges that the error should have been identified upon Ms. [redacted]’s first contact with Shellpoint. This is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the future. Due to the circumstances being out of Ms. [redacted]’s control, there will not be any negative consequences towards the loan as a result of the issue. This is why Shellpoint honors a 60 day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agencies. We sincerely apologize for any inconvenience Ms. [redacted] suffered as a result of the error regarding the funds transfer to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization, to prevent a similar occurrence. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department
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.
RE: Complaint ID: [redacted]. [redacted] Property Address: [redacted] Place, [redacted] OR [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted February 16, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about September 11, 2015. Please note, 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 customer concerns. Per the complaint, Mr. [redacted] states his escrow payment increased because we have his taxes calculated incorrectly. He further states he has tried to submit documentation from the tax office, but we refuse to accept it. According to Shellpoint records, Mr. [redacted] called our Customer Service Center on January 25, 2017 to discuss his escrow payment. At that time, the agent advised Mr. [redacted] that his escrow is negative, but since he stated his taxes were less, a request was made to have them researched and any revisions would be made if necessary. On January 26, 2017, the taxes were researched via the county website and found to be the same as what we already had on file. Mr. [redacted]’ spouse called our Customer Service Center on February 15, 2017 and was advised the monthly payment could not be decreased because the county has not released any new information regarding the tax amount; therefore, a new escrow analysis could not be performed. She was then advised to send in an estimated tax bill from the county so we can update our records. She was further advised she could have the county fax or email the estimated bill to us. She was upset because we would not take verbal information over the phone. We again advised we would need something in writing from the county tax office. She then stated that she was not going to pay the increased payment amount for the February 2017 payment, but was going to pay the previous (lower) payment amount. The agent then advised that if the full [redacted] payment amount was not submitted, the payment may not be posted to the account. At that time, Mr. [redacted]’ spouse disconnected the call. Please refer to the enclosed escrow analysis dated December 20, 2016. Page 1 shows what the anticipated tax payment was for November 2016 ($1,198.47) and what the actual tax payment for November 2016 was ($2,990.33). Because of this difference, this caused a shortage in Mr. [redacted]’ escrow account of $2,648.10. This information can be found on page 2. When Shellpoint received proof of insurance from Mr. [redacted], and removed the Lender-Placed Insurance (“LPI”) from the loan, another escrow analysis was performed on January 9, 2017 (enclosed). Because the LPI was removed, the shortage decreased to $2,379.25. The shortage has been spread out over twelve (12) months, which amounts to $198.27 a month. If Mr. [redacted] would like to pay the shortage in full, his new monthly payment would be $1,191.95. Please be advised, until we receive the requested documentation from the county tax office, we are unable to revise the tax amounts. Mr. [redacted] has the right to request documentation supporting our position that no error has occurred. In addition to the aforementioned Escrow Analyses, also enclosed is a copy of the Loan Transaction Summary for his records. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [email protected] Regulatory Fax: ([redacted] Enclosures
January 9, 2018 [redacted] St [redacted], TN 38107 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], TN 38107 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. The Bank of [redacted] FKA The Bank of [redacted] as Trustee for the Certificateholders of [redacted], Inc., [redacted] Certificates, Series [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 December 15, 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 stated you are a victim of identity theft, that your sister stole your driver’s license in 2004, and added you to her mortgage. You stated you have filed police reports and advised Shellpoint on multiple occasions of the circumstances regarding the mortgage. You stated you were never in Memphis in 2004, and that your sister filed a change of address for your mail to go to her address. You stated you have never lived at the above-referenced address and you want the account to be changed to only contain your sister’s name. Furthermore, you want the credit reporting corrected and information regarding this loan removed from your report(s). Upon receipt of the complaint, a member of Shellpoint’s Compliance Department contacted you to discuss the complaint with you. You stated the loan was obtained fraudulently, and you had never resided in the property. We advised we are investigating this matter and would have a response to you within the next three to five (3-5) business days. According to Shellpoint’s records, a Customer Service Agent spoke with you on April 14, 2016. During the call, you stated your sister stole your identity and placed the property in your name. You stated you did not have any court papers, but you filed a police report, which you would fax to Shellpoint the following day. Shellpoint has not received a copy of the police report. A Customer Service Agent spoke with you on April 21, 2016 and you advised you had an attorney handling the case because you did not sign for the loan. When Shellpoint contacted you on April 10, 2017, you stated you never opened an account with Shellpoint and ended the call. Until today, we have not received any supporting documentation from you and have had no other contact with you regarding this matter. We have enclosed a copy of the Note and Deed of Trust bearing your signature. Also enclosed are the signed Signature/Name Affidavit and HUD1 Settlement Statements, which would indicate you were present at closing. Please review these documents and signatures. As the servicer, Shellpoint does not have knowledge of the loan closing or any other aspects of the loan unrelated to the servicing. However, Shellpoint takes very seriously any claims of fraud and we will gladly assist with an investigation and report your claim upon receiving additional documentation from you. If, after review of the information and [redacted] documents contained herein you still believe this account is fraudulent, we will require the following documentation in order to proceed with an investigation: Legible copies of your picture identification and social security card. Completed Identity Theft Affidavit regarding your allegations and any loan documents you believe reflect your unauthorized signature. Please ensure the Affidavit is notarized by a Notary Public in order for it to be valid. Copy of the police report filed regarding this alleged fraud/identity theft. Completed Denial of Financial Responsibility Declaration (enclosed). Copies of any additional documentation you may have in connection with your allegation. Documentation should be forwarded to: Shellpoint Mortgage Servicing Disputes Department P.O. Box [redacted] Greenville, SC 29603 OR Fax: 866-[redacted] Pursuant to the Fair Credit Reporting Act, Shellpoint has suspended the reporting of this loan to the four major consumer reporting agencies. The mailing address we have on file for this loan is [redacted] Street, [redacted], TN 38107. If you would like to change that information, please contact our Customer Service Center at 800-[redacted]. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan. The afore-mentioned documents are enclosed for you to review. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, 500 James Robertson Parkway, Nashville, Tennessee 37243 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.
October 26, 2017Revdex.com of Upstate South Carolina Attention: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601RE: Complaint ID # [redacted]Reference #: [redacted]Account #: XXXX[redacted] Borrower: [redacted] Property: [redacted], 4A[redacted], NY 10462Dear Ms....
R[redacted]:This letter is in response to the Revdex.com complaint received on October 17, 2017, regarding the subject property. [redacted] Investors, L.P. 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 August 15, 2016.[redacted] stated in the complaint: My mortgage was sold to Shellpoint from [redacted], from [redacted]. I paid my mortgage every month on Schedule, however, my home was foreclosed and Sold. When I called Shellpoint, and told them that I have receipts to prove I have been paying my mortgage, I was told to prove that they deposited my money Orders. Mind you, I never received a money Order I sent back, so they received my money. They sold my home on the same day they sent me another envelope for a mortgage payment. Shellpoint are thieves and will Steal your home.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.Although we understand that the news of the foreclosure sale may be disappointing to [redacted]. Shellpoint believes that it made reasonable efforts to assist Mr. [redacted] with the loans delinquent balance; however, our efforts were not successful.While Shellpoint offers a variety of loss mitigation options to help mortgagors retain home ownership and avoid a foreclosure, approval is not guaranteed. The enclosed Solicitation letters were Sent in an effort to begin the loss mitigation process and assess Mr. [redacted]'s eligibility for loss mitigation options. In addition, several phone calls were also made to no avail.During a telephone conversation that occurred on September 21, 2016, between [redacted] and a representative from Shellpoint, Shellpoints representative inquired about Mr. [redacted]'s financial ability and intentions with the property; however, he refused to provide his financial information to the representative. Mr. [redacted] stated that he did not intend to sell the property as it was his primary residence, and that he would be paying the mortgage in full in October or November of 2016; however, the loans delinquent balance at that time was not paid during the Specified times nor was the loan paid off.Shellpoint continued efforts to reach Mr. [redacted] regarding the loans delinquent balance and sent the enclosed letters stating that several attempts were made to reach him by phone, and we requested him to verify his contact information but never received communication from Mr. [redacted].Note that the file was referred to an attorney in November of 2014, to commence foreclosure proceedings due to the loans delinquent balance. The enclosed letter, dated August 24, 2016, was sent which stated that the loan was in default and foreclosure proceedings have or may soon commence. Due to there not being any communication between Shellpoint and Mr. [redacted], and no active workout solutions in process, we proceeded with the foreclosure process. The property sold to a third party on September 18, 2017 via a foreclosure sale.With regard to the payments that Mr. [redacted] stated were made to Shellpoint, note that the Section #1 of the enclosed Mortgage States that the lender may return or accept any payment or partial payment if it is for an amount that is less than the amount that is then due. Furthermore, the lender is not obligated to apply such lesser payments when it accepts such payments. The lender may hold such unapplied funds until payments are made to bring the loan current.Please be advised that Shellpoint received funds from Mr. [redacted] after the completion of the foreclosure sale that occurred on September 18, 2017. As a result, Shellpoint returned money order #[redacted] for $500.00 on October 03, 2017, and check #[redacted] for $23,939.60 on October 16, 2017.Shellpoint maintains that it Serviced the loan according to the applicable State and federal law, including the processing of the foreclosure. We also maintain that no errors occurred while We Serviced the loan and the foreclosure Sale will remain.Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us Via email at escalations('shellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: Solicitation Letters, No-Contact Notices. Notice of Referral to Foreclosure, and Mortgage
This letter is in response to the complaint submitted June 12, 2015 regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) b[redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, 2014. Mr. [redacted] stated in the complaint that...
he received a credit alert advising the loan is delinquent. He advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing payments. Shellpoint would like to extend our sincere apologies to Mr. [redacted] for the Default Notice sent to his attorney, dated June 2, 2015. The notice was generated due to a new requirement for loans involved in Active Bankruptcy, to offer assistance and make them aware of some other possible options. Mr. [redacted]’s loan is not in default, due to the Active Bankruptcy. We would like to apologize for any disappointment this may have caused. Shellpoint is reviewing the language in our Notices to avoid any miscommunications in the future. Shellpoint’s Bankruptcy department reviewed Mr. [redacted]’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr. [redacted]’s loan still owes $2,047.30. Without those funds from the trustee, the loan is not contractually current. Shellpoint is reporting this loan to the four consumer reporting agencies in accordance with the requirements set forth in the Fair Credit Reporting Act, (“FCRA”). Please know that Shellpoint takes its customer service obligations very seriously and your 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 Customer Service at [redacted]
Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]
Complainant is not authorized on the loan; therefore, we are unable to release any information. However, Shellpoint maintains that the Short Sale process was handled properly.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted], CA 90019 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 20, 2017, regarding the subject property. [redacted] Acquisition Corp 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 01, 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, Ms. [redacted] states her loan servicing was transferred from Shellpoint to [redacted] Trust Company (“[redacted]”) in April 2017. However, her April 2017 payment was drafted by Shellpoint, not the new servicer. She states she has made several calls and has been told the funds were transferred, but [redacted] states they have never received them. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on June 20, 2017, to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to the transaction history on the loan, it shows that funds in the amount of $3,557.20 were wired to [redacted]’s bank, [redacted] First Savings Bank, on April 17, 2017. When Ms. [redacted] called our Customer Service Center on May 22, 2017, she was provided this information. However, upon subsequent calls from Ms. [redacted], Shellpoint conducted further research into the matter and determined there had been an error with the batch number that was wired on April 17, 2017. A Customer Service Supervisor tried to contact Ms. [redacted] on June 14, 2017 to let her know funds were being send to [redacted] that day, but they were unable to reach her. Although the funds showed being disbursed on April 17, 2017, they were not picked up in the transfer report. Therefore, funds in the amount of $3,557.20 were wired in a disbursement batch to [redacted] First Savings Bank on June 14, 2017. We apologize to Ms. [redacted] for any inconvenience regarding the transfer of her April 2017 payment to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization. Should there be any further questions, you may contact me directly at 864-[redacted]. Sincerely, [redacted] Lisa F[redacted] Compliance Department
RE: Complaint ID: [redacted] Borrower: [redacted] Property Address: [redacted] Avenue, [redacted], WI 53218 Reference Number: [redacted]
Dear [redacted]: This letter is in response to the complaint submitted December 1, 2016, regarding the...
above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about January 1, 2016. Please note, 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 customer concerns. Per the complaint, Ms. [redacted] states she signed a Cash for Keys agreement with Shellpoint and has yet to receive her check. The Shellpoint representative, Arthur M[redacted], told her she would be responsible for the removal of someone else’s property and would also be held accountable for any garbage or recycling left for normal pickup. When she called the attorney representing Shellpoint, she was informed Mr. M[redacted] should have given her the money when she turned over the keys. She further states the attorney has contacted Shellpoint twice with no response. According to Shellpoint records, when the Cash for Keys inspection was performed, there were still personal items remaining in the basement and on the exterior of the property; therefore, the check was not released to Ms. [redacted]. However, after reviewing the file and speaking with Ms. [redacted], it was determined the check would be released to her today. Mr. M[redacted] should be contacting Ms. [redacted] shortly if he has not already done so. Additionally, Shellpoint has not received any communication from the attorney as Ms. [redacted] has stated. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[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] My payments was always 113745 because I forgot to pay 77cent they didn't apply my money don't make sense an I spoke to them an they got update number they messing up my credit I even sent them the judgment if I send in a payment for Feb it should apply to Feb when they held my money they report to credit bureau as if I was late an the whole time they held it over 77cent that's wrong of them
October 31, 2017[redacted]P. O. BOX [redacted] City, Taiwan [redacted]gmail.comRE: Complaint ID: [redacted]Reference #: [redacted] Homeowner: [redacted] Property: [redacted] Ave[redacted], CA 90813Dear Ms. R[redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on October 24, 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] advises he sent three letters prior to making his October mortgage payment and did not want Shellpoint to draft his September 1, 2017 payment through ACH. However, Shellpoint drafted a payment on October 15, 2017, which resulted in a $20.00 fee assessed by his bank for a rejected payment. Furthermore, Mr. [redacted] would like the name of the owner of the loan.An Automatic Payment Enrollment Form (ACH) request was signed and faxed to Shellpoint on January 24, 2017. The first draft date was requested for February 15, 2017 in the amount of $1,047.75. On February 15, 2017. Shellpoint drafted Mr. [redacted]'s payment of 1,047.75. On February 7, 2017. Shellpoint received a second request for ACH draft to begin January 10, 2017. Shellpoint had already set up the draft to start on February 15, 2017, and disregarded the ACH form.On July 10, 2017 per the request of Mr. [redacted] the ACH draft was cancelled because he would like to change the amount being drafted. Furthermore, on July 10, 2017 Mr. [redacted] scheduled the July 1, 2017 installment over the phone in the amount of $1.056.49. On July 11, 2017, a new ACH draft was mailed to Mr. [redacted].Shellpoint received no further phone calls or payments in July or August 2017. On August 17, 2017, a late fee of $38.28 was assessed to the loan appropriately.On September 1, 2017, a payment of $1,100.00 via check was received and posted to the account for the August 1, 2017. installment of $1,056.49 and $43.51 was applied to principal only. We believe this is the check payment you requested Shellpoint not process, as you placed a Stop payment on it and instead Sent a payment for two monthly installments which were received September 5, 2017. Please know, Shellpoints payment processing center processes thousands of check payments per day, by an automatic process. It is not possible to remove your check payment from that process. As Such, the check was posted to your loan, and was later returned on September 7, 2017, per your order to stop payment on it.On September 5, 2017. Shellpoint received two payments of $1,056.49 each which were posted to the October 1, 2017 installments. However, once the reversal of the September 1, 2017 payment occurred, these two payments were re-posted to the August 1, 2017 and September 1, 2017 installments. The loan was assessed a $25.00 fee when the September 1, 2017 payment was reversed, which Shellpoint waived as a courtesy on September 13, 2017. Since the NSF fee had already been paid, the payment was reversed and the $25.00 was posted on September 13, 2017, to principal.Shellpoint received the new ACH request and entered it on September 5, 2017 for the first draft to occur September 15, 2017 and every 15" of the month thereafter in the amount of $1,100.00. Shellpoint mailed you a confirmation letter of the ACH plan on September 6, 2017. Accordingly, on September 15, 2017 Shellpoint drafted an installment for $1,100.00, of which $1,056.49 was posted to the October 1, 2017, installment and $43.51 was applied to principal only.Mr. [redacted] did request the new ACH recurring draft program be delayed to October 15, 2017, in an online email dated August 31, 2017. However, due to an inadvertent error, that portion of his request was overlooked.On September 14, 2017. Shellpoint responded to Mr. [redacted]s emails dated August 29, 2017, August 31, 2017 and September 13, 2017. Enclosed are copies of the original requests and responses provided by Shellpoint. The responses provided via email on September 14, 2017 and October 18, 2017, included the contact information and name of the owner of the loan. In addition, Shellpoint mailed seven acknowledgment letters after receipt of each of Mr. [redacted]s emails. Each acknowledgment contained the same loan owner information. We would like to advise Mr. [redacted] that although he is able to contact the owner of the loan to discuss the above transactions, they will direct him to contact Shellpoint with his concerns, as we are servicing the loan on their behalf.The second request to stop the September 15, 2017 draft was received September 19, 2017, after the ACH was drafted. On September 26, 2017. Shellpoint received the third letter requesting the September 15, 2017 draft be stopped. Mr. [redacted] also advised he was trying to call the compliance officer on September 15, 2017 and had not received an answer. We apologize to Mr. [redacted] since he was unable to reach someone. Included in all our correspondence we provide a customer Service number of 1-800-[redacted], we have no records of any issues preventing calls from coming in. However, if Mr. [redacted] can provide the dates and times of those calls, and from what number he was dialing. We can have our telecom team research the issues he has had in contacting Customer Service.On October 15, 2017. Shellpoint drafted $1,100.00, of which $1,056.49 was posted to the November 1, 2017, installment and $43.51 was applied to principal only.On October 18, 2017, the payment of $1,100.00 drafted on October 15, 2017, was rejected by Mr. [redacted]'s banking institution for non-sufficient funds (NSF) and a $25.00 NSF fee was assessed.As a courtesy, the NSF fee of $25.00 assessed October 18, 2017, will be waived. Shellpoint will also waive any bank fee arising from the automatic draft scheduled for October 15, 2017. Mr. [redacted] will need to provide a copy of the bank statement showing the fee was assessed to him by his bank, to the following address, along with a written explanation of his request:Shellpoint Mortgage Servicing Attin: Disputes P. O. BOX [redacted] Greenville, SC 29603 Email: [redacted].com Fax: 866-[redacted]As of the date of this correspondence, the loan is current with the next installment due November 1, 2017. Shellpoint is Scheduled to draft the November 1, 2017 installment by Mr. [redacted]'s recurring ACH draft plan, on November 15, 2017.You have the right to request documentation Supporting our determination that no error occurred. Enclosed for review is a copy of the payment history, and prior correspondence.Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely,Tammie D[redacted] Compliance Departmentcc: Revdex.com of Upstate South CarolinaAttn: Cindy R[redacted]
RE Complaint ID #: [redacted]Complainant: [redacted] Reference #: [redacted] Account # XXXX[redacted] Property: [redacted] RoadToledo, OH 43612-3543Dear Cindy R[redacted]:This letter is in response to the Revdex.com complaint received on November 21, 2017, regarding the subject property. [redacted] LLC 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.Borrower stated in the complaint: My account was sold from [redacted] Financial to Shellpoint, they told me I must pay or they will take my house because of the lien. I owe S8,314.39. I have faxed and called the LOSS Mitigation Department, and they never receive the information. When I call, the recording says this not an attempt to collect due to the bankruptcy, how can they threaten to take my house when I am Still payment my regular mortgage. It took over 2 years for them to correct my credit report, it was showing active and my score went down because of that. I would like Shellpoint to either get rid of the debt and lien due to bankruptcy or work with me to find a solution through their LOSS Mitigation Department for a loan modification.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. We regret any inconvenience the mortgagor may have experienced in communicating with our office, as Shellpoint strives to provide excellent service to all of its customers.Upon review of the mortgagors complaint. Shellpoints records indicate that we have previously addressed most of the issues and concerns listed in the mortgagors complaint. Please refer to our enclosed letters dated April 15, 2015, May 6, 2015 and May 8, 2015. Shellpoint maintains that it has serviced the loan in accordance with the original agreement and applicable laws. As conveyed in Shellpoints April 2015 letter. Shellpoint acknowledged Ms. [redacted]s obligation to repay the debt was discharged via bankruptcy proceedings; however, it also confirmed that the lien Survived the bankruptcy proceedings. As such, a valid debt still exists with respect to the enforceable lien, and Shellpoint is servicing the debt accordingly. In Shellpoints May 8, 2015 letter, it confirmed that Shellpoint submitted a request to the credit reporting agencies to remove all credit reporting issued by our office.Lastly, We acknowledge the mortgagors request for a Workout Solution. Shellpoints LOSS Mitigation Department received a request for mortgage assistance from **. [redacted] on October 3, 2017; however, it was unable to complete its review because additional documents were required. Shellpoint required documentation evidencing the mortgagors name change from [redacted] to [redacted], as documentation received as part of the loss mitigation application showed a name different from that noted in Shellpoints servicing system. Our records indicate that our representatives spoke with Ms. [redacted] on October 12, 2017, where during the call Ms. [redacted] was advised of the required documentation. Additionally, the designated single point of contact, [redacted]Dennis C[redacted], attempted to reach Ms. [redacted] on November 22, 2017; however, his attempt was unsuccessful. As of the date of this response, the required documentation remains outstanding.The requested information may be submitted by mail to the address listed below or by facsimile at (866) [redacted] or via email to lossmitigation (shellpointmtg.com. Upon receipt, Shellpoint Will proceed with the next phase of the review process or notify Ms. [redacted] if additional documentation is needed to accurately calculate her household income.Shellpoint Mortgage Servicing P. O. BOX [redacted] Greenville, SC 29603Should you or the mortgagor have questions regarding the loss mitigation process and/or to inquire about the documentation requested, please contact the designated single point of contact, Denis C[redacted], at (866) [redacted], extension [redacted] for further assistance. You may also contact Shellpoints Loss Mitigation Department via telephone at (866) [redacted].Should you have further questions, you may contact Shellpoints Escalation Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at escalations ashellpointmtg.com.Sincerely,Escalation Department Shellpoint Mortgage ServicingEnclosures: LettersCC. [redacted] R. [redacted] Road [redacted], OH 43612-3543
February 1, 2018 [redacted] [redacted] [redacted] Place NE [redacted], DC 20019 RE: Escalation Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Street NE [redacted], DC 20019 Dear [redacted] [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 29, 2018, regarding the subject property. The Bank of [redacted] [redacted] The Bank of [redacted], As Trustee for the Certificateholders of [redacted], Inc., Alternative Loan Trust 2007-[redacted] Certificates, Series 2007-[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. Upon review of the correspondence, Shellpoint determined we have already received a similar complaint directly from you, which we just responded to on February 1, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 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. 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. Hours of Operation [redacted] Place, Suite [redacted] Toll Free Phone 1-800-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM February 1, 2018 [redacted] [redacted] [redacted] Place NE [redacted], DC 20019 RE: Subject Property: [redacted] NE, [redacted], DC 20019 Reference Number: [redacted] Dear [redacted] [redacted]: This letter is in response to your recent inquiry regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about November 16, 2012. Per the correspondence, you state you were advised by Shellpoint’s Customer Service Agent that your mortgage interest is - $33,613.92, and you want to know why. You state you were previously approved for a loan modification, and have made fifteen (15) on-time payments thus far, and you want to know why your mortgage is still showing past due and in arrears. Additionally, you state you pulled your credit report, and the last mortgage payment was reported in October 2016. You want your credit report updated with corrections. Please be advised, Shellpoint is aware of the issue with some loans reporting negative interest on the IRS Form 1098 (“1098”) that was recently mailed to homeowners. We are working to correct this issue and anticipate the revised 1098’s will go out under separate cover within the next week. According to our records, the above-referenced loan was modified in April 2017. As such, we have been reporting the loan as current, to all of the agencies referenced below, with the special comment “Loan Modified” since that time. Shellpoint has verified that each of the bureaus has been reporting the loan as “current” since October 2016. The enclosed Account Data Views show the last date paid for this loan is the January 2018 installment. The January 2018 installment was received by Shellpoint on December 5, 2017. This information was submitted to the CRA’s with our monthly reporting file for December 2017, during the month of January 2018. If you feel there is an error in your reporting, Shellpoint respectfully requests that you submit a copy of the report to us and describe what you believe is incorrect. Alternatively, you may also contact the respective agency at the numbers listed below: TransUnion Equifax Experian Innovis www.transunion.com www.equifax.com www.experian.com www.innovis.com TransUnion Consumer Equifax Credit Experian Information Innovis Consumer Solutions Information Services, Inc. Solutions, Inc. Assistance P.O. Box 2000 P.O. Box 740241 P.O. Box 4500 P.O. Box 1640 Chester, PA 19022 Atlanta, GA 30374 Allen, TX 75013 Pittsburgh, PA 15230 (800) 916-8800 (800) 685-1111 (888) 397-3742 (800) 540-2505 As of the date of this letter, the loan is current with the next installment due March 1, 2018. Please accept our sincere apologies for any inconvenience regarding the incorrect information on your 1098, and for any confusion surrounding the credit reporting status of the loan. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any additional questions or concerns, please contact our Customer Service department at 800-[redacted]. Sincerely, Compliance Department Shellpoint Mortgage Servicing Enclosures This communication is sent to you by Shellpoint Mortgage Servicing, a professional debt collector. 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.
RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted April 9, 2015 regarding the above referenced loan....
[redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan on or about November 28, 2014. Per the complaint, Ms. [redacted] stated Shellpoint double drafted her bank account in April 1, 2015 and as of the date of the complaint, still has not refunded the duplicate draft eleven days later. Ms. [redacted] would like the funds refunded and an apology, as well as assurance this would not occur again. By way of background, Shellpoint received an automatic draft authorization form from Ms. [redacted] on March 6, 2015. The form requested Shellpoint begin drafting payments from the checking account ending in [redacted] on April 1, 2015. The recurring draft plan was set up to begin drafting April 1, 2015, per Ms. [redacted]’s wishes. Due to a keying error, a 2nd payment was entered to draft April 1, 2015. This resulted in the double draft that occurred on April 1, 2015. Shellpoint received a call and email from Ms. [redacted] on April 2, 2015 regarding the double draft.. In response, Shellpoint’s Customer Service department requested proof that the funds cleared from Ms. [redacted], so that we could process a refund for the duplicate draft. Shellpoint received the copy of the bank statement from Ms. [redacted] on April 6, 2015. After reviewing the bank statement, Shellpoint responded to Ms. [redacted] with a letter dated April 10, 2015 advising the bank statement provided on April 6, 2015 showed the transactions were “processing.” In order to refund the duplicate payment, Shellpoint required verification that both payments cleared the bank account. Since the bank statement provided did not include this proof, the refund request was denied. [redacted] In the meantime, Shellpoint received another call from Ms. [redacted] on April 9, 2015. Our agent verbally informed Ms. [redacted] that we require a copy of the bank statement showing both payments cleared, and the only bank statement we had on file showed the payments were processing. Despite not having the required evidence, Shellpoint’s agent referred the issue to a Supervisor. Since it had been more than 5 days since the drafts and neither of the drafts had been returned for non-sufficient funds (“NSF”), the Supervisor requested a refund of the duplicate payment. Shellpoint received contact from Ms. [redacted] on April 14, 2014, as a follow up to the refund request. According to the Supervisor, the refund would arrive in Ms. [redacted]’s bank account within 24 hours. Unfortunately, the refund request was missed on the 14th and had to be requested again on April 16, 2015. We understand there may be additional NSF fees Ms. [redacted] may have incurred as a result of these issues. Ms. [redacted] should submit a copy of the bank statement showing theany fees, so that we may request a check to reimburse her. She should send the copy of the complete bank statement to [redacted]@shellpointmtg.com or by fax to [redacted]. Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding these issues. Our records indicate Ms. [redacted] has cancelled the automatic draft plan that was set up to begin April 1, 2015. As a result, Ms. [redacted] should not experience another double draft issue with Shellpoint. Please know that Shellpoint takes its customer service obligations very seriously and Ms. [redacted]’s 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-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
I accept this correction with reservations. I will not pursue the interest adjustment I feel is due for the May and June payments. Again, I performed according to the instructions sent to me by the previous lender and Shellpoint. It was not my lack of compliance but their operation procedure. The loan should have been set up before the first payment was due. The documentation was received and destroyed by the company.I can only assume future adjustment will be correctly made and I will receive adequate notice prior to the change, in accordance with the note.
Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated...
Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January 2016 payment when we should have. You stated Shellpoint assessed the late charge inappropriately and request that it be waived. Please be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was received. Your contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, 2016 a late fee would be assessed. You were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was denied. Shellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriately. Therefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
This was not about them servicing the loan it was about them saying they have never received paperwork for a modification that's been sent to them and it's been going on for about 3 months now.
RE: Complaint ID [redacted] Subject Property: [redacted] Street Unit [redacted] MA 01830 Reference Number: [redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted November 16, 2016 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 01, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Loan Mortgage Corporation. [redacted] stated in the complaint, that after three years of going back and forth on a defaulted mortgage, I agreed to do a Deed-in-Lieu (“DIL”). I was told that the DIL was supposed to be completed by the middle of August of 2016; however, it has not been completed as of yet. Whenever I call Shellpoint, I am told that they are waiting to get the contract back from the attorney, and that the DIL should be completed soon. I was looking forward to getting the house out of my name by the end of the year, but it does not look like it is going to happen. I need this resolved. Shellpoint regrets to hear that your experience during the loss mitigation process has not been pleasant, and apologize for any lack of communication that you encountered. Shellpoint takes our customer service obligations very seriously and have significant staff dedicated to compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. As you know, Shellpoint began the evaluation your loan for a Deed-in-Lieu of foreclosure (“DIL”) earlier this year. According to our records, you have completed the DIL Agreement (“Agreement”), and it has been sent to the investor for recording. [redacted] As way of background, the DIL was approved in June of 2016; however, when Shellpoint attempted to inspect the property, it was informed that there were tenants occupying the property. As a result, the inspection was postponed until August of 2016 and the property was then secured. Later in September of 2016, Shellpoint received the results of a Title Report, which indicated that the title was clear and without liens. The Agreement was then requested; however, the inspection was not completed until November of 2016. We apologize for the delay in the processing of the inspection, and for any inconvenience that this matter may have caused. For further questions regarding the status of the DIL, we respectfully request you to call the designated Single Point of Contact, Tara M[redacted], at (866) [redacted], extension [redacted] for assistance. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. Sincerely, Rylee W[redacted] Shellpoint Mortgage Servicing 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 this debt has been discharged in a bankruptcy without a valid reaffirmation, please understand that Shellpoint is not attempting to collect the debt from you personally, but is rather seeking to protect the creditor’s rights in the associated collateral. Please disregard any contrary provisions contained in this letter and interpret this communication accordingly. 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 nine 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. Massachusetts You have the right to make a written or oral request that telephone calls regarding your debt not be made to you at your place of employment. Any such oral request will be valid for only ten (10) days unless you provide written confirmation of the request postmarked or delivered within seven (7) days of such request. You may terminate this request by writing to the collection agency. Local address is [redacted] Street, [redacted], Mass 02132 Office hours are Mon-Thurs 10 a.m. to 3 p.m.
Dear Ms. [redacted]: This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, 2015. Per the complaint, the borrower(s)...
Mr. [redacted] does not have an escrow account, as he pays his own taxes and insurance. However, after checking his loan detail, his account shows an escrow payment of $2,380.65. Mr. [redacted] would like access online to review his mortgage account. Last, Mr. [redacted] reviewed his 1098 for 2015 and in comparison to his last statement received, the amounts do not match. Due to an inadvertent error, when Mr. [redacted]’s loan was loaded into Shellpoint’s system, it reflected an escrow account. As such, on November 10, 2015 Shellpoint disbursed the taxes due to San Diego County in the amount of $7,452.45. On December 30, 2015 Shellpoint requested the county refund the taxes paid, because Mr. [redacted] had paid them. In turn, $7,452.45 was refunded to Mr. [redacted]’s account. On January 11, 2016 the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removed. Mr. [redacted]’s principle and interest payment is $5,273.36. Shellpoint began servicing Mr. [redacted]’s loan September 1, 2015. From that date forward, the interest paid to Shellpoint was a total of $9,946.76. Prior to that, the loan was serviced by [redacted] Loans Inc. and he should receive a separate Mortgage Interest Statement (1098) for any interest paid to [redacted] in 2015. Enclosed is a copy of the Mortgage Interest statement (1098) from Shellpoint. As of the date of this letter, Shellpoint’s records do not show that Mr. [redacted] is locked out of his online account. We would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.com. Internet Explorer is preferable as your main Internet Browser. Check the Cache and Cookies under your browser’s Internet Settings and clear out those features. Mr. [redacted]’s username is ([redacted].[redacted]) and his email address is [redacted].[redacted]@gmail.com. If Mr. [redacted] has forgotten his password, he will need to click “Forgot Password” to reset it. Should the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phone. Enclosed is a copy of the Loan Transaction History. Please accept our sincere apologies for any inconvenience experienced regarding these issues. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]
[redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] Property Address: [redacted] Avenue, [redacted], SC 29388 Reference Number: 0[redacted] Dear [redacted]: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loan....
Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 2016. Please note, 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 customer concerns. Per the complaint, Ms. [redacted] has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly payments. However, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loan. As a courtesy, Shellpoint gave her a three (3) month extension. Furthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every day. She is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 25, 2017; however, we were unable to reach her. We are here to take her calls during the hours listed above. She may also request a specific date and time she would prefer we call her. Please be advised, Ms. [redacted]’s SPOC, Denis C[redacted], attempted to contact her multiple times throughout the months of December 2016 and January 2017 and was unable to reach her until Ms. [redacted] called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms. [redacted] on November 7, 2006, paragraph two (2) states: [redacted] “On December 1, 2016 (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms. [redacted]’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metro2 format and in compliance with the Fair Credit Reporting Act (“FCRA”). Per the FCRA, Shellpoint must report true and accurate information regarding the loan. Shellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurred. Enclosed is a copy of the Note and payment history. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing regulatory[redacted] Regulatory Fax: ([redacted] Enclosures: Note and payment history
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Avenue [redacted] CA 90019 Dear [redacted]: This letter is in response to the Revdex.com rebuttal received on June 29, 2017, regarding the subject property. [redacted] Acquisition Corp 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 01, 2016. On April 11, 2017, servicing was transferred to [redacted] Trust Company, FSB (“[redacted]”). 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 rebuttal, Ms. [redacted] disputes our version of what took place in discovering and resolving the issue with the transfer of funds to the current servicer, [redacted]. Additionally, she wants an apology letter for our lack of follow-up and follow-through, and wants assurance that any issues resulting from this error will be taken care of by Shellpoint. Shellpoint acknowledges that the error should have been identified upon Ms. [redacted]’s first contact with Shellpoint. This is a training issue for Shellpoint to address with our Customer Service department, and we appreciate the opportunity to improve in the future. Due to the circumstances being out of Ms. [redacted]’s control, there will not be any negative consequences towards the loan as a result of the issue. This is why Shellpoint honors a 60 day grace period after a servicing transfer, where we do not assess late charges or report to the consumer reporting agencies. We sincerely apologize for any inconvenience Ms. [redacted] suffered as a result of the error regarding the funds transfer to the new servicer. Shellpoint takes its customer service obligations very seriously and her concerns have been brought to the attention of the appropriate people within our organization, to prevent a similar occurrence. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department
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.
Regards,
[redacted]
RE: Complaint ID: [redacted]. [redacted] Property Address: [redacted] Place, [redacted] OR [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted February 16, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about September 11, 2015. Please note, 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 customer concerns. Per the complaint, Mr. [redacted] states his escrow payment increased because we have his taxes calculated incorrectly. He further states he has tried to submit documentation from the tax office, but we refuse to accept it. According to Shellpoint records, Mr. [redacted] called our Customer Service Center on January 25, 2017 to discuss his escrow payment. At that time, the agent advised Mr. [redacted] that his escrow is negative, but since he stated his taxes were less, a request was made to have them researched and any revisions would be made if necessary. On January 26, 2017, the taxes were researched via the county website and found to be the same as what we already had on file. Mr. [redacted]’ spouse called our Customer Service Center on February 15, 2017 and was advised the monthly payment could not be decreased because the county has not released any new information regarding the tax amount; therefore, a new escrow analysis could not be performed. She was then advised to send in an estimated tax bill from the county so we can update our records. She was further advised she could have the county fax or email the estimated bill to us. She was upset because we would not take verbal information over the phone. We again advised we would need something in writing from the county tax office. She then stated that she was not going to pay the increased payment amount for the February 2017 payment, but was going to pay the previous (lower) payment amount. The agent then advised that if the full [redacted] payment amount was not submitted, the payment may not be posted to the account. At that time, Mr. [redacted]’ spouse disconnected the call. Please refer to the enclosed escrow analysis dated December 20, 2016. Page 1 shows what the anticipated tax payment was for November 2016 ($1,198.47) and what the actual tax payment for November 2016 was ($2,990.33). Because of this difference, this caused a shortage in Mr. [redacted]’ escrow account of $2,648.10. This information can be found on page 2. When Shellpoint received proof of insurance from Mr. [redacted], and removed the Lender-Placed Insurance (“LPI”) from the loan, another escrow analysis was performed on January 9, 2017 (enclosed). Because the LPI was removed, the shortage decreased to $2,379.25. The shortage has been spread out over twelve (12) months, which amounts to $198.27 a month. If Mr. [redacted] would like to pay the shortage in full, his new monthly payment would be $1,191.95. Please be advised, until we receive the requested documentation from the county tax office, we are unable to revise the tax amounts. Mr. [redacted] has the right to request documentation supporting our position that no error has occurred. In addition to the aforementioned Escrow Analyses, also enclosed is a copy of the Loan Transaction Summary for his records. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [email protected] Regulatory Fax: ([redacted] Enclosures
January 9, 2018 [redacted] St [redacted], TN 38107 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], TN 38107 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. The Bank of [redacted] FKA The Bank of [redacted] as Trustee for the Certificateholders of [redacted], Inc., [redacted] Certificates, Series [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 December 15, 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 stated you are a victim of identity theft, that your sister stole your driver’s license in 2004, and added you to her mortgage. You stated you have filed police reports and advised Shellpoint on multiple occasions of the circumstances regarding the mortgage. You stated you were never in Memphis in 2004, and that your sister filed a change of address for your mail to go to her address. You stated you have never lived at the above-referenced address and you want the account to be changed to only contain your sister’s name. Furthermore, you want the credit reporting corrected and information regarding this loan removed from your report(s). Upon receipt of the complaint, a member of Shellpoint’s Compliance Department contacted you to discuss the complaint with you. You stated the loan was obtained fraudulently, and you had never resided in the property. We advised we are investigating this matter and would have a response to you within the next three to five (3-5) business days. According to Shellpoint’s records, a Customer Service Agent spoke with you on April 14, 2016. During the call, you stated your sister stole your identity and placed the property in your name. You stated you did not have any court papers, but you filed a police report, which you would fax to Shellpoint the following day. Shellpoint has not received a copy of the police report. A Customer Service Agent spoke with you on April 21, 2016 and you advised you had an attorney handling the case because you did not sign for the loan. When Shellpoint contacted you on April 10, 2017, you stated you never opened an account with Shellpoint and ended the call. Until today, we have not received any supporting documentation from you and have had no other contact with you regarding this matter. We have enclosed a copy of the Note and Deed of Trust bearing your signature. Also enclosed are the signed Signature/Name Affidavit and HUD1 Settlement Statements, which would indicate you were present at closing. Please review these documents and signatures. As the servicer, Shellpoint does not have knowledge of the loan closing or any other aspects of the loan unrelated to the servicing. However, Shellpoint takes very seriously any claims of fraud and we will gladly assist with an investigation and report your claim upon receiving additional documentation from you. If, after review of the information and [redacted] documents contained herein you still believe this account is fraudulent, we will require the following documentation in order to proceed with an investigation: Legible copies of your picture identification and social security card. Completed Identity Theft Affidavit regarding your allegations and any loan documents you believe reflect your unauthorized signature. Please ensure the Affidavit is notarized by a Notary Public in order for it to be valid. Copy of the police report filed regarding this alleged fraud/identity theft. Completed Denial of Financial Responsibility Declaration (enclosed). Copies of any additional documentation you may have in connection with your allegation. Documentation should be forwarded to: Shellpoint Mortgage Servicing Disputes Department P.O. Box [redacted] Greenville, SC 29603 OR Fax: 866-[redacted] Pursuant to the Fair Credit Reporting Act, Shellpoint has suspended the reporting of this loan to the four major consumer reporting agencies. The mailing address we have on file for this loan is [redacted] Street, [redacted], TN 38107. If you would like to change that information, please contact our Customer Service Center at 800-[redacted]. You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan. The afore-mentioned documents are enclosed for you to review. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. This collection agency is licensed by the collection service board, State Department of Commerce and Insurance, 500 James Robertson Parkway, Nashville, Tennessee 37243 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.