Dear Ms. [redacted]: This letter is in response to the complaint submitted December 30, 2015, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on March 1, 2014. Ms. [redacted] is not satisfied with Shellpoint’s previous response dated November 2, 2015, which stated that Shellpoint was not able to release the lien because we could not find a lien that matched the information provided to Shellpoint. Shellpoint previously requested that Ms. [redacted] send in a copy of the Deed of Trust that was processed at closing. Instead, Shellpoint was provided with the location of the lien, Book [redacted], Page [redacted]. Shellpoint has requested our third party vendor research the lien based on the location provided by Ms. [redacted]. The research process can take up to ten business days. If the lien is found, the release process will begin. We would like to apologize for any inconvenience experienced regarding this issue. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely,
[redacted] Shellpoint Mortgage Servicing.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on November 13, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, 2015. Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you want your loan reanalyzed because you obtained a new insurance policy, which was significantly less than the former policy. Furthermore, you want any overage retuned to you. Please be advised, unless there are unique circumstances, loans are only analyzed once per year. At that time, if there is an overage, it is returned to the homeowner. However, as you previously requested, a new escrow analysis has been performed on your loan. The new analysis is dated November 9, 2017 (enclosed). As a result of the new analysis, your monthly payment amount has increased from $826.30 to $830.95. This is because we anticipated your county tax disbursement to be $1,191.95; however, the true amount disbursed was $1,530.85, which caused the balance of the escrow account to be negative $57.48. Additionally, there is a cushion calculation figured into your escrow balance. A cushion is an additional amount of funds held in your escrow in order to prevent the balance from becoming overdrawn when an increase in the disbursement amount occurs (as stated above). Because New Penn has no control over your tax amounts or insurance premiums, your escrow balance contains a cushion of $535.52. We apologize for any confusion surrounding your escrow account; however, New Penn has determined there have been no errors regarding the servicing of the escrow account. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
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.
Not all of those statements were accurate, and if they were good at customer service and getting back to people then why did I have to resort to Revdex.com? Further, they state that if I need loan assistance that I have to call a number, which also goes completely against my email or USPS only rule with them. So, how do I contact them VIA EMAIL?
Regards,
[redacted]
I do not know how to respond to someone who does not take 2 seconds to see an obvious error: ""Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are...
asking for"" The example I copied and pasted in my last response shows my daily interest at 4.34% in June, and BUMPED to 4.6% for 12 days in July then returned to the original interest at 4.34% thereafter. An extra 1/4 point charged to my account for no apparent reason.... with no visible adjustment to correct the error. How many other loans are they "tweaking" the daily interest and calling it good. As I stated in my response, Shellpoint is responsible via ACH to collect my payment timely on the 1st of each month. Any delays on their part is a cost to me additional interest, no matter how minor. IT ADDS UP. According to their recent response: "Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of September 2018 was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, 2018. It will also be recalculated in September 2018, and every September thereafter. You will receive a notice under separate cover advising you of the payment amount and index used" How many loans "serviced" by Shellpoint have been subjected to "a thorough audit" and not revisited. With the recalculation of my loan payment - 4 months of payments with less principal reduction and more interest to Shellpoint. How many other loans???? My concern is that this company, whose primary function is collections, is manipulating accounts to benefit their interest. Sincerely [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
IF they transferred the funds properly, then that is good. With that said, NO ONE tried to reach me. So...
I reject their inaccurate version of what happened. I made over 8 phone calls and left message for a supervisor, as stated in my previous complaint. I have NOT ONE message from anyone trying to reach me in the last few weeks. I will monitor my credit reports and my history with [redacted] and if there are any negative notes/actions that have been taken against me, since I was put into default on my loan and threatened with foreclosure, Shellpoint will be responsible. I advised that this was an issue well before this happened and they had plenty of time to rectify it. I want an apology letter from Shellpoint for their complete lack of follow up/follow through and the subsequent stress, anxiety and lack of sleep that I suffered worrying about my home, which I have ALWAYS paid for on time because of their error. Their "restatement" of the facts in a manipulative and incorrect way is just another inappropriate and lousy way to treat their customer. I am waiting for an apology letter and written promise to rectify ANYTHING that results from their error as I was promised on the phone from Twayneke, who I was told was a supervisor. She is the one I left so many messages for that NEVER returned my call.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 01109 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on August 11, 2017, regarding...
the subject property. [redacted] National Association, as Trustee of [redacted] Loan Trust II 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 28, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you state Shellpoint returned your July 2017, stating your financial institution had returned the payment as Non-Sufficient Funds (“NSF”). As a result of this, you were charged an NSF fee of $25.00 and your credit reporting received a late mark. You state your financial institution has advised you that Shellpoint never tried to draft the account; therefore, you want the NSF fee waived and the credit reporting corrected. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact you on August 15, 2017, to discuss the complaint and resolution; however, we were unable to reach you. We are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we call you. Please be advised, according to our records, you were advised what documents would need to be submitted in order to resolve this issue; however, we have not received them. Additionally, when you continued to call our Customer Service Center, you would not disclose the nature of your problem and only wanted to speak to management; therefore, our Customer Service Agents were unable to assist you. A supervisor has tried to call you back multiple times, but has been unable to reach you. Shellpoint has determined that there have been no errors in the servicing of this loan; however, in light of the complaint, and as a one-time courtesy, we will waive the NSF fee and correct the reporting to the Consumer Reporting Agencies. Please allow a few days for the CRA’s to update their records. Please be advised, there will be no additional fees waived or credit reporting changed in the future unless it is an error caused by Shellpoint. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864.[redacted]. Sincerely, Lisa F[redacted] Compliance Department [redacted]
Enclosure
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.
If previous homeowners policy premium was $676 and it got replaced with the new policy with annual premium of $244, I do not understand why my mortgage cannot be reanalyzed to reduce my monthly payment amount!!! Since my hazard insurance premium went down significantly, please reanalyze my mortgage effective immediately and send me the overage funds. Please have your management look into this loan as I'm not able to resolve a simple issue since 08/28/2017! This is unacceptable!
Regards,
[redacted]
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
above referenced loan on or about January 1, 2016. On May 13, 2016, servicing of the loan was transferred to [redacted] Trust Company, [redacted] (“[redacted]”). 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. Upon review of the complaint, Shellpoint contacted Mr. [redacted] August 23, 2016 and informed him of the outcome of the complaint. Per the complaint, Mr. [redacted] states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loan. Although the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the [redacted] County Tax Collector for Mr. [redacted]’s property taxes in a timely manner on March 29, 2016. Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the [redacted] County Tax Collector’s Office. It was not until Shellpoint received Mr. [redacted]’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr. [redacted]’s loan, we are unable to pay the property taxes and penalties. As the last servicer of record, [redacted] will need to pay the penalties, and Shellpoint will reimburse [redacted]. 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]. [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]@shellpointmtg.com Regulatory Fax: ([redacted]
I already made my October mortgage payment by check. According to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, 2017. However, an UNAUTHORIZED deduction was attempted on October 15th, 2017 resulting in a fee of $20. In addition, I am...
fearful that my property tax due in December, 2017 will not be made on time. This past year TWO TAX payments were months late. Refund the $20 charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwards. START my automatic deductions on November 15th, 2017 as is stated on my account on-line. PAY MY PROPERTY TAXES ON TIME next month.
This letter is in response to the complaint submitted August 31, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLC. Borrower stated in the complaint, It is difficult and...
near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed there. I was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double payment. This is not acceptable and needs to be corrected as I should not have to be penalized for your mistakes. Shellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection Bureau. Please refer to our enclosed letter dated September 10, 2015, and its enclosures. Please be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted], and advised him that a loan modification has been approved. This particular loan modification would not consist of a trial period. The Loan Modification Agreement will be sent to Ms. [redacted] under separate cover to sign and send back to Shellpoint’s office. If Ms. [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension [redacted], for further assistance. She may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations 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 [redacted].com. Sincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10, 2015
February 22, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint #: [redacted] Complainant: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Mortgagor: [redacted] Property: [redacted] Court [redacted], VA 23320 Dear Ms. R[redacted] This letter is in response to the Revdex.com complaint received on January 29, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 16, 2017. Ms. [redacted] stated in the complaint, the loan transferred from [redacted] Mortgage to Shellpoint in 2017. Prior to this transfer [redacted] was in the process of modifying the loan in my name only per a Divorce Decree. I was told by Shellpoint it will honor the agreement and all paperwork was submitted. Shellpoint then informed me that I do not qualify for HAMP and that I must start a trial payment and then my name can be placed on the loan. I was waiting for the documents. With [redacted] the payment was $981.31 and was told to pay Shellpoint during the transition. Shellpoint has yet to abide by the agreement extended by [redacted] and Shellpoint has not been honest. Shellpoint has requested a new trial payment for a payment of $1,022.83. Nobody has returned my calls for clarity. I want Shellpoint to adhere to the [redacted] agreement and for the loan to be in my name only. Shellpoint apologizes for the delay in responding to the complaint, but know that we have taken this matter very seriously. Shellpoint recently responded to a similar complaint that was previously forwarded to our office via the Consumer Financial Protection Bureau. We have enclosed a copy of our response that complaint, as we believe it also addresses the concerns raised in the complaint received by your office. We trust this information is satisfactory to Ms. [redacted]. Should she have any questions regarding the matter, we respectfully request that she contacts the loan’s assigned loss mitigation specialist, Brenda V[redacted], via telephone at (866) [redacted], extension [redacted] for further assistance. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistance. Should you have further questions, you may contact Shellpoint’s 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 [redacted]@shellpointmtg.com. Sincerely, Wendell H[redacted], Jr. Compliance Department Enclosure: Letter 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.
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced...
loan on or about December 16, 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. Upon receipt of the complaint, Shellpoint attempted to contact Mr. [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr. [redacted]’s attorney, which we responded to via email ([redacted]com) on August 24, 2016. Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in...
coverage, previous policy was canceled on 07/31/17 and replaced with another one right away. New policy declaration page is attached. Therefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] & [redacted] Property: [redacted] Dr [redacted], TX 75116 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 18, 2017,...
regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number referenced above. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about December 20, 2016. Please know that [redacted] takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint Mr. [redacted] states that while he was refinancing his loan, he was sent an escrow refund in January 2017, and erroneously sent another one in March 2017. He states he has tried to resolve the issue multiple times, and was told he no longer owed the amount of the refund. He then received a letter stating he would be sent to collections if it wasn’t paid. He further states he cannot get this issue resolved. Upon receipt of the complaint, [redacted]’s Compliance Department contacted Mr. [redacted] on May 18, 2017 to inform him the amount owed for the duplicate payment had been removed from his loan and he no longer owed it. He then advised that he had spoken with a Customer Service Manager earlier that day and was provided the same information. As Mr. [redacted] stated, he was sent an escrow refund in January 2017 in the amount of $111.86, and sent another one in March 2017 for the same amount. He cashed both checks. He states he tried to get the issue resolved, as he felt it was [redacted]’s error and not his. He also expressed that he didn’t feel he owed the money nor did he feel morally obligated to return it. On May 18, 2017, the Customer Service Manager reviewed the complaint and determined that we would remove the $111.86 charge from Mr. [redacted]’s loan and that he no longer owed it. Additionally, he was sent a letter dated May 22, 2017, for his records, which states he no longer owes the amount. Should you have further questions, you may contact [redacted]’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department
Dear Ms. [redacted]: This letter is in response to the complaint submitted August 13, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Investors, L.P. currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began...
servicing the loan on or about March 1, 2014. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt from the [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the above referenced property. Per the complaint, [redacted] stated Shellpoint is inaccurately reporting the loan to the consumer reporting agencies; however there was no specific details or documentation included with the complaint to describe or evidence the alleged error. As stated above, the [redacted] personal liability was discharged through bankruptcy and they are not obligated to pay the debt. If the [redacted]’s wish to retain the home, they may voluntarily make the monthly payments. However, the consumer reporting agencies (“CRA’s) will not report any new information after the date of discharge. Therefore, the tradeline will simply be reported as “discharged through Chapter 7 bankruptcy”, with the Account Status as of the date of discharge. The CRA’s will suppress any further payment history, balance, or past due amount. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. By way of background, Mrs. [redacted] called us on August 11, 2015 and spoke with Shellpoint’s Customer Service department. We advised her of the due date of the loan if she chooses to continue [redacted] making payments. At this time, Mrs. [redacted] expressed concerns that Shellpoint reported the loan to the CRA’s as being past due. The Customer Service representative overlooked the “discharged” status of the loan and explained how payments are reported when the loan has not been discharged through bankruptcy. Please accept our sincere apologies for the oversight. The representative advised Mrs. [redacted] that payments are reported “late” when they are more than 30 days past due. They also advised Mrs. [redacted] that there were no outstanding late fees on the loan, which is not the case. Mrs. [redacted] began using profanity during the phone conversation and was told if she continued to speak that way the call would be terminated. Mrs. [redacted] continued using profanity, which resulted in the termination of the call. On August 13, 2015, Mrs. [redacted] contacted Shellpoint again and advised the loan was being reported negatively and is preventing her from refinancing. Mrs. [redacted] was transferred to a Customer Service Supervisor who advised her that we would be reviewing the account in our Loan Servicing department to determine if the loan is being reporting incorrectly to the CRA’s. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’s. Shellpoint is reporting that the loan was “Discharged through Chapter 7 Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The borrowers have the right to request documentation supporting our determination that no error has occurred. Enclosed are copies of the Account Reporting Reviews supplied by Trans Union for both Mr. and Mrs. [redacted], which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both borrowers. If Mr. or Mrs. [redacted]h have any documentation indicating an otherwise, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
January 25, 2018 [redacted] St [redacted], MA 02093 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 02093 Dear [redacted] and [redacted]: This...
letter is in response to the Revdex.com of the Upstate complaint received on January 23, 2018, regarding the subject property. [redacted] Savings Fund Society, FSB, doing business as [redacted] Trust, not in its individual capacity, but solely as trustee for [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 June 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. Upon review of your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to on January 25, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 N. 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. 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. 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 55 Beattie Place, Suite [redacted] Toll Free Phone 1-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM January 25, 2018 [redacted]
[redacted] St [redacted], MA 02093 RE: Subject Property: [redacted], MA 02093 Reference Number: [redacted]
Dear [redacted] and [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 June 01, 2016. Shellpoint is aware this loan was previously included in a Chapter 13 Bankruptcy. Our records indicate your personal liability, as well as the mortgage lien, were retained when the bankruptcy discharged. As such, Shellpoint will continue to service the loan according to the original agreement. Per the correspondence, you requested a copy of your monthly statement, and inquire as to why the activity shows a past due payment of $1,681.00 and other fees. You stated you have no knowledge of past due fees, and want Shellpoint to remove them, or explain what they are for. The total amount due on the enclosed Mortgage Statement dated December 31, 2017, is $1,841.49. Of that, $1,681.99 is for the January 13, 2018 monthly payment, and the remaining $159.50 is for other fees assessed to the loan by the previous servicer. According to Shellpoint’s records, fees in the amount of $159.50 were assessed by the previous servicers. Please review the following breakdown: • On November 10, 2014, Prior Servicer fees in the amount of 75.00 were assessed to the loan. These fees were assessed two (2) servicers before us, by [redacted], N.A. They were assessed due to the costs associated with the delinquency of the loan, which was past due for the September 13, 2014 monthly payment. The fees were transferred to the last servicer, [redacted], coded as “prior servicer costs”. • On December 5, 2014, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the September 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 9, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the October 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 30, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the November 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On March 13, 2015, Legal fees in the amount of $50.00 were assessed to the loan for Attorney costs that were incurred for the Response to Notice of Final Cure, as a result of the bankruptcy filing. These fees are allowable per the bankruptcy. Enclosed are the last three statements from your previous servicer, [redacted] Loan Management Services (“[redacted]”), which list fees in the amount of $159.50 under Recoverable Advances on the loan in the Account Information Section. If you have documentation showing these fees have previously been paid, please submit it to Shellpoint at: Shellpoint Mortgage Servicing PO Box [redacted] Greenville, SC 29603 Email: [redacted]@shellpointmtg.com Fax: 866-[redacted] The January 13, 2018 payment was received on January 11, 2018. The loan is currently due for the February 13, 2018 monthly payment. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary for your records, reflecting all of the afore-mentioned transactions. 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. 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.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Better Business of Upstate South Carolina complaint received on October 16, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, 2015. Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you sent proof of both condominium and homeowner’s insurance in August 2017, with a request to re-analyze the loan, but you have received a letter stating New Penn is going to put Lender-Placed Insurance (LPI) on the loan because we have not received proof of coverage. Additionally, the loan was not re-analyzed. You stated you submitted the documents on August 28, 2017 and again on October 14, 2017, and you want the account updated. Please be advised, the documentation we received indicated the HO-6 policy cancelled per your request on July 31, 2017, at 12:01am, and the new policy became effective on August 1, 2017, at 12:01am. Because of this small lapse in coverage, LPI in the amount of $2.62 was charged to the loan. We have enclosed copies of the cancellation and the new policy for your review. Shellpoint has determined there have been no errors in the servicing of the loan. Therefore, there will not be another analyzation of the loan unless we received evidence that there was no lapse. You have the right to request documentation supporting our determination. As stated above, enclosed is a copy of cancelled policy and the new policy. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
January 30, 2018 [redacted] Ct [redacted], NV 89508 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Ct [redacted], NV 89508 Dear [redacted]: This letter is in response to the Better Business...
Bureau of Upstate South Carolina complaint received on January 26, 2018, regarding the subject property. [redacted] National Association, as Trustee for [redacted] Mortgage Loan Trust I, as successor in interest to [redacted] Mortgage Loan [redacted] I is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you are disputing the late fees charged to the loan, and that you have sent a letter directly to Shellpoint, but have not received a response. Furthermore, you allege Shellpoint is taking part of your monthly payment and posting it to the fees on the loan, which causes your payment to be posted short and causes more penalties to be assessed to the loan. Lastly, you state you are contesting other fees assessed to the loan because, according to you, Shellpoint cannot charge you fees for property inspections. Please be advised, upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact you on January 30, 2018, to discuss the complaint and resolution, but we were unable to reach you. We are here during the hours listed above. You may also request a specific date and time you would prefer we contact you. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from you on January 9, 2018, which we responded to on January 24, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Additionally, while Shellpoint strives to respond to requests within a few days, by law we are allowed up to thirty (30) days in which to respond to a complaint or inquiry. According to Shellpoint’s records, your monthly payment amount is $1,190.05. Shellpoint has not posted any funds received as a “short” monthly payment. However, any funds received over the monthly payment amount are posted to the fees on the loan, in accordance with the enclosed Deed of Trust. Additionally, by said Deed of Trust, Shellpoint is enabled to perform property inspections on the above-referenced property in order to protect the lender’s interest when the loan is delinquent. You are responsible for the payment of these inspections. As of the date of this letter, the loan is current with the next installment due February 1, 2018. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the documents referenced above, we have enclosed a copy of the Loan History Summary for your records. [redacted] Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of the Upstate 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.
March 19, 2018 [redacted] [redacted] [redacted] Bend [redacted], TX 78260 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Bend [redacted], TX 78260 Dear [redacted] [redacted]: This letter is in response to the Revdex.com response rebuttal on March 12, 2018, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 30, 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 rebuttal, you stated you could not discuss the documents we provided in our previous response because you are not a lawyer and you want us to listen to the customer service calls as to how the terms of the forbearance were explained to you. Upon review of the correspondence, Shellpoint’s Compliance Department attempted to contact you on March 19, 2018, to discuss the complaint and resolution; however, we were not able to reach you. We are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we contact you. Based upon the rebuttal, we are unable to discern what outcome you would like to achieve by rebutting our previous response. We regret you feel the forbearance terms were not clearly explained to you; however, the response dated January 26, 2017 states “Once the forbearance period is completed, the loan will be due for all payments missed; in this case from December 2017 through March 2018. At the end of the forbearance period you will need to either reinstate the loan or contact Loss Mitigation to make additional arrangements.” According to our records, the loan was brought current on March 15, 2018. The next payment is due April 1, 2018. Upon investigation of your dispute, Shellpoint has been unable to determine an error occurred. You have the right to request documentation supporting our determination. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department cc: Revdex.com of the Upstate 408 North Church Street [redacted] 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 Texas Residents: PURSUANT TO THE REQUIREMENTS OF SECTION 157.007 OF THE TEXAS MORTGAGE BANKER ACT, CHAPTER 157, TEXAS FINANCE CODE, YOU ARE HEREBY NOTIFIED OF THE FOLLOWING: COMPLAINTS REGARDING A LICENSED RESIDENTIAL MORTGAGE LOAN ORIGINATOR SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550. THE DEPARTMENT MAINTAINS A RECOVERY FUND TO MAKE PAYMENTS OF CERTAIN ACTUAL OUT OF POCKET DAMAGES SUSTAINED BY BORROWERS CAUSED BY ACTS OF LICENSED RESIDENTIAL MORTGAGE LOAN ORIGINATORS. A WRITTEN APPLICATION FOR REIMBURSEMENT FROM THE RECOVERY FUND MUST BE FILED WITH AND INVESTIGATED BY THE DEPARTMENT PRIOR TO THE PAYMENT OF A CLAIM. FOR MORE INFORMATION ABOUT THE RECOVERY FUND, PLEASE CONSULT THE DEPARTMENT’S WEB SITE AT WWW.SML.TEXAS.GOV. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.
Dear Ms. [redacted]: This letter is in response to the complaint submitted December 30, 2015, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on March 1, 2014. Ms. [redacted] is not satisfied with Shellpoint’s previous response dated November 2, 2015, which stated that Shellpoint was not able to release the lien because we could not find a lien that matched the information provided to Shellpoint. Shellpoint previously requested that Ms. [redacted] send in a copy of the Deed of Trust that was processed at closing. Instead, Shellpoint was provided with the location of the lien, Book [redacted], Page [redacted]. Shellpoint has requested our third party vendor research the lien based on the location provided by Ms. [redacted]. The research process can take up to ten business days. If the lien is found, the release process will begin. We would like to apologize for any inconvenience experienced regarding this issue. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely,
[redacted] Shellpoint Mortgage Servicing.
I called Register of Deeds today and the mortgage has been satisfied. Thank you again.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on November 13, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, 2015. Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you want your loan reanalyzed because you obtained a new insurance policy, which was significantly less than the former policy. Furthermore, you want any overage retuned to you. Please be advised, unless there are unique circumstances, loans are only analyzed once per year. At that time, if there is an overage, it is returned to the homeowner. However, as you previously requested, a new escrow analysis has been performed on your loan. The new analysis is dated November 9, 2017 (enclosed). As a result of the new analysis, your monthly payment amount has increased from $826.30 to $830.95. This is because we anticipated your county tax disbursement to be $1,191.95; however, the true amount disbursed was $1,530.85, which caused the balance of the escrow account to be negative $57.48. Additionally, there is a cushion calculation figured into your escrow balance. A cushion is an additional amount of funds held in your escrow in order to prevent the balance from becoming overdrawn when an increase in the disbursement amount occurs (as stated above). Because New Penn has no control over your tax amounts or insurance premiums, your escrow balance contains a cushion of $535.52. We apologize for any confusion surrounding your escrow account; however, New Penn has determined there have been no errors regarding the servicing of the escrow account. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
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.
Not all of those statements were accurate, and if they were good at customer service and getting back to people then why did I have to resort to Revdex.com? Further, they state that if I need loan assistance that I have to call a number, which also goes completely against my email or USPS only rule with them. So, how do I contact them VIA EMAIL?
Regards,
[redacted]
I do not know how to respond to someone who does not take 2 seconds to see an obvious error: ""Regarding the “interesting entries” on the Rate History Report, please clearly identify each line item and what you think should be different or changed, as we are unable to identify exactly what you are...
asking for"" The example I copied and pasted in my last response shows my daily interest at 4.34% in June, and BUMPED to 4.6% for 12 days in July then returned to the original interest at 4.34% thereafter. An extra 1/4 point charged to my account for no apparent reason.... with no visible adjustment to correct the error. How many other loans are they "tweaking" the daily interest and calling it good. As I stated in my response, Shellpoint is responsible via ACH to collect my payment timely on the 1st of each month. Any delays on their part is a cost to me additional interest, no matter how minor. IT ADDS UP. According to their recent response: "Upon receipt of the loan, it underwent a thorough audit. When the audit was completed, a change date of September 2018 was entered. After reviewing your rebuttal, a request was made to recalculate the loan for the payment due on January 1, 2018. It will also be recalculated in September 2018, and every September thereafter. You will receive a notice under separate cover advising you of the payment amount and index used" How many loans "serviced" by Shellpoint have been subjected to "a thorough audit" and not revisited. With the recalculation of my loan payment - 4 months of payments with less principal reduction and more interest to Shellpoint. How many other loans???? My concern is that this company, whose primary function is collections, is manipulating accounts to benefit their interest. Sincerely [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
IF they transferred the funds properly, then that is good. With that said, NO ONE tried to reach me. So...
I reject their inaccurate version of what happened. I made over 8 phone calls and left message for a supervisor, as stated in my previous complaint. I have NOT ONE message from anyone trying to reach me in the last few weeks. I will monitor my credit reports and my history with [redacted] and if there are any negative notes/actions that have been taken against me, since I was put into default on my loan and threatened with foreclosure, Shellpoint will be responsible. I advised that this was an issue well before this happened and they had plenty of time to rectify it. I want an apology letter from Shellpoint for their complete lack of follow up/follow through and the subsequent stress, anxiety and lack of sleep that I suffered worrying about my home, which I have ALWAYS paid for on time because of their error. Their "restatement" of the facts in a manipulative and incorrect way is just another inappropriate and lousy way to treat their customer. I am waiting for an apology letter and written promise to rectify ANYTHING that results from their error as I was promised on the phone from Twayneke, who I was told was a supervisor. She is the one I left so many messages for that NEVER returned my call.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 01109 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on August 11, 2017, regarding...
the subject property. [redacted] National Association, as Trustee of [redacted] Loan Trust II 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 28, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you state Shellpoint returned your July 2017, stating your financial institution had returned the payment as Non-Sufficient Funds (“NSF”). As a result of this, you were charged an NSF fee of $25.00 and your credit reporting received a late mark. You state your financial institution has advised you that Shellpoint never tried to draft the account; therefore, you want the NSF fee waived and the credit reporting corrected. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact you on August 15, 2017, to discuss the complaint and resolution; however, we were unable to reach you. We are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we call you. Please be advised, according to our records, you were advised what documents would need to be submitted in order to resolve this issue; however, we have not received them. Additionally, when you continued to call our Customer Service Center, you would not disclose the nature of your problem and only wanted to speak to management; therefore, our Customer Service Agents were unable to assist you. A supervisor has tried to call you back multiple times, but has been unable to reach you. Shellpoint has determined that there have been no errors in the servicing of this loan; however, in light of the complaint, and as a one-time courtesy, we will waive the NSF fee and correct the reporting to the Consumer Reporting Agencies. Please allow a few days for the CRA’s to update their records. Please be advised, there will be no additional fees waived or credit reporting changed in the future unless it is an error caused by Shellpoint. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864.[redacted]. Sincerely, Lisa F[redacted] Compliance Department [redacted]
Enclosure
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.
If previous homeowners policy premium was $676 and it got replaced with the new policy with annual premium of $244, I do not understand why my mortgage cannot be reanalyzed to reduce my monthly payment amount!!! Since my hazard insurance premium went down significantly, please reanalyze my mortgage effective immediately and send me the overage funds. Please have your management look into this loan as I'm not able to resolve a simple issue since 08/28/2017! This is unacceptable!
Regards,
[redacted]
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
above referenced loan on or about January 1, 2016. On May 13, 2016, servicing of the loan was transferred to [redacted] Trust Company, [redacted] (“[redacted]”). 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. Upon review of the complaint, Shellpoint contacted Mr. [redacted] August 23, 2016 and informed him of the outcome of the complaint. Per the complaint, Mr. [redacted] states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loan. Although the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the [redacted] County Tax Collector for Mr. [redacted]’s property taxes in a timely manner on March 29, 2016. Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the [redacted] County Tax Collector’s Office. It was not until Shellpoint received Mr. [redacted]’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr. [redacted]’s loan, we are unable to pay the property taxes and penalties. As the last servicer of record, [redacted] will need to pay the penalties, and Shellpoint will reimburse [redacted]. 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]. [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]@shellpointmtg.com Regulatory Fax: ([redacted]
I already made my October mortgage payment by check. According to my account information on-line automatic payments are scheduled to be taken out starting on November 15th, 2017. However, an UNAUTHORIZED deduction was attempted on October 15th, 2017 resulting in a fee of $20. In addition, I am...
fearful that my property tax due in December, 2017 will not be made on time. This past year TWO TAX payments were months late. Refund the $20 charged by my credit union for the unauthorized deduction attempted on October 15th and for any other days afterwards. START my automatic deductions on November 15th, 2017 as is stated on my account on-line. PAY MY PROPERTY TAXES ON TIME next month.
This letter is in response to the complaint submitted August 31, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLC. Borrower stated in the complaint, It is difficult and...
near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed there. I was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double payment. This is not acceptable and needs to be corrected as I should not have to be penalized for your mistakes. Shellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection Bureau. Please refer to our enclosed letter dated September 10, 2015, and its enclosures. Please be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted], and advised him that a loan modification has been approved. This particular loan modification would not consist of a trial period. The Loan Modification Agreement will be sent to Ms. [redacted] under separate cover to sign and send back to Shellpoint’s office. If Ms. [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension [redacted], for further assistance. She may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations 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 [redacted].com. Sincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10, 2015
February 22, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint #: [redacted] Complainant: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Mortgagor: [redacted] Property: [redacted] Court [redacted], VA 23320 Dear Ms. R[redacted] This letter is in response to the Revdex.com complaint received on January 29, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 16, 2017. Ms. [redacted] stated in the complaint, the loan transferred from [redacted] Mortgage to Shellpoint in 2017. Prior to this transfer [redacted] was in the process of modifying the loan in my name only per a Divorce Decree. I was told by Shellpoint it will honor the agreement and all paperwork was submitted. Shellpoint then informed me that I do not qualify for HAMP and that I must start a trial payment and then my name can be placed on the loan. I was waiting for the documents. With [redacted] the payment was $981.31 and was told to pay Shellpoint during the transition. Shellpoint has yet to abide by the agreement extended by [redacted] and Shellpoint has not been honest. Shellpoint has requested a new trial payment for a payment of $1,022.83. Nobody has returned my calls for clarity. I want Shellpoint to adhere to the [redacted] agreement and for the loan to be in my name only. Shellpoint apologizes for the delay in responding to the complaint, but know that we have taken this matter very seriously. Shellpoint recently responded to a similar complaint that was previously forwarded to our office via the Consumer Financial Protection Bureau. We have enclosed a copy of our response that complaint, as we believe it also addresses the concerns raised in the complaint received by your office. We trust this information is satisfactory to Ms. [redacted]. Should she have any questions regarding the matter, we respectfully request that she contacts the loan’s assigned loss mitigation specialist, Brenda V[redacted], via telephone at (866) [redacted], extension [redacted] for further assistance. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistance. Should you have further questions, you may contact Shellpoint’s 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 [redacted]@shellpointmtg.com. Sincerely, Wendell H[redacted], Jr. Compliance Department Enclosure: Letter 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.
RE: Complaint ID: [redacted] Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced...
loan on or about December 16, 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. Upon receipt of the complaint, Shellpoint attempted to contact Mr. [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr. [redacted]’s attorney, which we responded to via email ([redacted]com) on August 24, 2016. Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I’ve reached out to my insurance agent again due to this issue and was advised that there was no lapse in...
coverage, previous policy was canceled on 07/31/17 and replaced with another one right away. New policy declaration page is attached. Therefore, I believe that force placed insurance needs to be canceled, insurance info updated and my mortgage loan reanalyzed as previously requested by me.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] & [redacted] Property: [redacted] Dr [redacted], TX 75116 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 18, 2017,...
regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number referenced above. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about December 20, 2016. Please know that [redacted] takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint Mr. [redacted] states that while he was refinancing his loan, he was sent an escrow refund in January 2017, and erroneously sent another one in March 2017. He states he has tried to resolve the issue multiple times, and was told he no longer owed the amount of the refund. He then received a letter stating he would be sent to collections if it wasn’t paid. He further states he cannot get this issue resolved. Upon receipt of the complaint, [redacted]’s Compliance Department contacted Mr. [redacted] on May 18, 2017 to inform him the amount owed for the duplicate payment had been removed from his loan and he no longer owed it. He then advised that he had spoken with a Customer Service Manager earlier that day and was provided the same information. As Mr. [redacted] stated, he was sent an escrow refund in January 2017 in the amount of $111.86, and sent another one in March 2017 for the same amount. He cashed both checks. He states he tried to get the issue resolved, as he felt it was [redacted]’s error and not his. He also expressed that he didn’t feel he owed the money nor did he feel morally obligated to return it. On May 18, 2017, the Customer Service Manager reviewed the complaint and determined that we would remove the $111.86 charge from Mr. [redacted]’s loan and that he no longer owed it. Additionally, he was sent a letter dated May 22, 2017, for his records, which states he no longer owes the amount. Should you have further questions, you may contact [redacted]’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department
Dear Ms. [redacted]: This letter is in response to the complaint submitted August 13, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Investors, L.P. currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began...
servicing the loan on or about March 1, 2014. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt from the [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the above referenced property. Per the complaint, [redacted] stated Shellpoint is inaccurately reporting the loan to the consumer reporting agencies; however there was no specific details or documentation included with the complaint to describe or evidence the alleged error. As stated above, the [redacted] personal liability was discharged through bankruptcy and they are not obligated to pay the debt. If the [redacted]’s wish to retain the home, they may voluntarily make the monthly payments. However, the consumer reporting agencies (“CRA’s) will not report any new information after the date of discharge. Therefore, the tradeline will simply be reported as “discharged through Chapter 7 bankruptcy”, with the Account Status as of the date of discharge. The CRA’s will suppress any further payment history, balance, or past due amount. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. By way of background, Mrs. [redacted] called us on August 11, 2015 and spoke with Shellpoint’s Customer Service department. We advised her of the due date of the loan if she chooses to continue [redacted] making payments. At this time, Mrs. [redacted] expressed concerns that Shellpoint reported the loan to the CRA’s as being past due. The Customer Service representative overlooked the “discharged” status of the loan and explained how payments are reported when the loan has not been discharged through bankruptcy. Please accept our sincere apologies for the oversight. The representative advised Mrs. [redacted] that payments are reported “late” when they are more than 30 days past due. They also advised Mrs. [redacted] that there were no outstanding late fees on the loan, which is not the case. Mrs. [redacted] began using profanity during the phone conversation and was told if she continued to speak that way the call would be terminated. Mrs. [redacted] continued using profanity, which resulted in the termination of the call. On August 13, 2015, Mrs. [redacted] contacted Shellpoint again and advised the loan was being reported negatively and is preventing her from refinancing. Mrs. [redacted] was transferred to a Customer Service Supervisor who advised her that we would be reviewing the account in our Loan Servicing department to determine if the loan is being reporting incorrectly to the CRA’s. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’s. Shellpoint is reporting that the loan was “Discharged through Chapter 7 Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The borrowers have the right to request documentation supporting our determination that no error has occurred. Enclosed are copies of the Account Reporting Reviews supplied by Trans Union for both Mr. and Mrs. [redacted], which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both borrowers. If Mr. or Mrs. [redacted]h have any documentation indicating an otherwise, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
January 25, 2018 [redacted] St [redacted], MA 02093 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] St [redacted], MA 02093 Dear [redacted] and [redacted]: This...
letter is in response to the Revdex.com of the Upstate complaint received on January 23, 2018, regarding the subject property. [redacted] Savings Fund Society, FSB, doing business as [redacted] Trust, not in its individual capacity, but solely as trustee for [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 June 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. Upon review of your correspondence, Shellpoint determined we had already received a similar complaint directly from you, which we just responded to on January 25, 2018. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of Upstate South Carolina 401 N. 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. 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. 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 55 Beattie Place, Suite [redacted] Toll Free Phone 1-[redacted] Monday-Friday 8:00AM Greenville, SC 29601 Toll Free Fax 1-866-[redacted] 10:00PM Saturday 8:00AM-3:00PM January 25, 2018 [redacted]
[redacted] St [redacted], MA 02093 RE: Subject Property: [redacted], MA 02093 Reference Number: [redacted]
Dear [redacted] and [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 June 01, 2016. Shellpoint is aware this loan was previously included in a Chapter 13 Bankruptcy. Our records indicate your personal liability, as well as the mortgage lien, were retained when the bankruptcy discharged. As such, Shellpoint will continue to service the loan according to the original agreement. Per the correspondence, you requested a copy of your monthly statement, and inquire as to why the activity shows a past due payment of $1,681.00 and other fees. You stated you have no knowledge of past due fees, and want Shellpoint to remove them, or explain what they are for. The total amount due on the enclosed Mortgage Statement dated December 31, 2017, is $1,841.49. Of that, $1,681.99 is for the January 13, 2018 monthly payment, and the remaining $159.50 is for other fees assessed to the loan by the previous servicer. According to Shellpoint’s records, fees in the amount of $159.50 were assessed by the previous servicers. Please review the following breakdown: • On November 10, 2014, Prior Servicer fees in the amount of 75.00 were assessed to the loan. These fees were assessed two (2) servicers before us, by [redacted], N.A. They were assessed due to the costs associated with the delinquency of the loan, which was past due for the September 13, 2014 monthly payment. The fees were transferred to the last servicer, [redacted], coded as “prior servicer costs”. • On December 5, 2014, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the September 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 9, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the October 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On January 30, 2015, Property Inspection fees in the amount of $11.50 were assessed to the loan. At the time, the loan was past due for the November 13, 2014 monthly payment. Due to the delinquency, property inspections were required as part of your mortgage contract. • On March 13, 2015, Legal fees in the amount of $50.00 were assessed to the loan for Attorney costs that were incurred for the Response to Notice of Final Cure, as a result of the bankruptcy filing. These fees are allowable per the bankruptcy. Enclosed are the last three statements from your previous servicer, [redacted] Loan Management Services (“[redacted]”), which list fees in the amount of $159.50 under Recoverable Advances on the loan in the Account Information Section. If you have documentation showing these fees have previously been paid, please submit it to Shellpoint at: Shellpoint Mortgage Servicing PO Box [redacted] Greenville, SC 29603 Email: [redacted]@shellpointmtg.com Fax: 866-[redacted] The January 13, 2018 payment was received on January 11, 2018. The loan is currently due for the February 13, 2018 monthly payment. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is a copy of the Loan History Summary for your records, reflecting all of the afore-mentioned transactions. 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. 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.
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Dr [redacted], IL 60133 Dear [redacted]: This letter is in response to the Better Business of Upstate South Carolina complaint received on October 16, 2017, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. New Penn Servicing (“New Penn”) began servicing the loan on the behalf of the owner referenced above on or about April 30, 2015. Please know that New Penn takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you stated you sent proof of both condominium and homeowner’s insurance in August 2017, with a request to re-analyze the loan, but you have received a letter stating New Penn is going to put Lender-Placed Insurance (LPI) on the loan because we have not received proof of coverage. Additionally, the loan was not re-analyzed. You stated you submitted the documents on August 28, 2017 and again on October 14, 2017, and you want the account updated. Please be advised, the documentation we received indicated the HO-6 policy cancelled per your request on July 31, 2017, at 12:01am, and the new policy became effective on August 1, 2017, at 12:01am. Because of this small lapse in coverage, LPI in the amount of $2.62 was charged to the loan. We have enclosed copies of the cancellation and the new policy for your review. Shellpoint has determined there have been no errors in the servicing of the loan. Therefore, there will not be another analyzation of the loan unless we received evidence that there was no lapse. You have the right to request documentation supporting our determination. As stated above, enclosed is a copy of cancelled policy and the new policy. Should you have further questions, you may contact me at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures
January 30, 2018 [redacted] Ct [redacted], NV 89508 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Ct [redacted], NV 89508 Dear [redacted]: This letter is in response to the Better Business...
Bureau of Upstate South Carolina complaint received on January 26, 2018, regarding the subject property. [redacted] National Association, as Trustee for [redacted] Mortgage Loan Trust I, as successor in interest to [redacted] Mortgage Loan [redacted] I is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, you are disputing the late fees charged to the loan, and that you have sent a letter directly to Shellpoint, but have not received a response. Furthermore, you allege Shellpoint is taking part of your monthly payment and posting it to the fees on the loan, which causes your payment to be posted short and causes more penalties to be assessed to the loan. Lastly, you state you are contesting other fees assessed to the loan because, according to you, Shellpoint cannot charge you fees for property inspections. Please be advised, upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact you on January 30, 2018, to discuss the complaint and resolution, but we were unable to reach you. We are here during the hours listed above. You may also request a specific date and time you would prefer we contact you. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from you on January 9, 2018, which we responded to on January 24, 2018. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in the above-referenced case. Additionally, while Shellpoint strives to respond to requests within a few days, by law we are allowed up to thirty (30) days in which to respond to a complaint or inquiry. According to Shellpoint’s records, your monthly payment amount is $1,190.05. Shellpoint has not posted any funds received as a “short” monthly payment. However, any funds received over the monthly payment amount are posted to the fees on the loan, in accordance with the enclosed Deed of Trust. Additionally, by said Deed of Trust, Shellpoint is enabled to perform property inspections on the above-referenced property in order to protect the lender’s interest when the loan is delinquent. You are responsible for the payment of these inspections. As of the date of this letter, the loan is current with the next installment due February 1, 2018. Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the documents referenced above, we have enclosed a copy of the Loan History Summary for your records. [redacted] Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of the Upstate 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.
March 19, 2018 [redacted] [redacted] [redacted] Bend [redacted], TX 78260 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Bend [redacted], TX 78260 Dear [redacted] [redacted]: This letter is in response to the Revdex.com response rebuttal on March 12, 2018, regarding the subject property. New Penn Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about September 30, 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 rebuttal, you stated you could not discuss the documents we provided in our previous response because you are not a lawyer and you want us to listen to the customer service calls as to how the terms of the forbearance were explained to you. Upon review of the correspondence, Shellpoint’s Compliance Department attempted to contact you on March 19, 2018, to discuss the complaint and resolution; however, we were not able to reach you. We are here to take calls during the hours listed above. You may also request a specific date and time you would prefer we contact you. Based upon the rebuttal, we are unable to discern what outcome you would like to achieve by rebutting our previous response. We regret you feel the forbearance terms were not clearly explained to you; however, the response dated January 26, 2017 states “Once the forbearance period is completed, the loan will be due for all payments missed; in this case from December 2017 through March 2018. At the end of the forbearance period you will need to either reinstate the loan or contact Loss Mitigation to make additional arrangements.” According to our records, the loan was brought current on March 15, 2018. The next payment is due April 1, 2018. Upon investigation of your dispute, Shellpoint has been unable to determine an error occurred. You have the right to request documentation supporting our determination. Enclosed is a copy of the Loan History Summary for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department cc: Revdex.com of the Upstate 408 North Church Street [redacted] 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 Texas Residents: PURSUANT TO THE REQUIREMENTS OF SECTION 157.007 OF THE TEXAS MORTGAGE BANKER ACT, CHAPTER 157, TEXAS FINANCE CODE, YOU ARE HEREBY NOTIFIED OF THE FOLLOWING: COMPLAINTS REGARDING A LICENSED RESIDENTIAL MORTGAGE LOAN ORIGINATOR SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550. THE DEPARTMENT MAINTAINS A RECOVERY FUND TO MAKE PAYMENTS OF CERTAIN ACTUAL OUT OF POCKET DAMAGES SUSTAINED BY BORROWERS CAUSED BY ACTS OF LICENSED RESIDENTIAL MORTGAGE LOAN ORIGINATORS. A WRITTEN APPLICATION FOR REIMBURSEMENT FROM THE RECOVERY FUND MUST BE FILED WITH AND INVESTIGATED BY THE DEPARTMENT PRIOR TO THE PAYMENT OF A CLAIM. FOR MORE INFORMATION ABOUT THE RECOVERY FUND, PLEASE CONSULT THE DEPARTMENT’S WEB SITE AT WWW.SML.TEXAS.GOV. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and twelve months after the servicemember’s military or other service. Counseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies.