Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, my main concerns still remain. The compliance representative stated that the former loan service company was responsible for paying the taxes.If that is the case, I am confused as to why Shellpoint paid the taxes in the first place.In addition, she was unable to respond to the poor customer service of this company including the multiple telephone transfers, lack of responsiveness to emails,and the rudeness of the loan service department supervisor. I appreciate the effort that the Revdex.com has taken to help resolve this most frustrating issue.
Regards,
[redacted]
As we stated in our previous response, Ms. [redacted] was advised of the required documentation needed on...
October 12, 2017. Additionally, the designated point of contact, Dennis C[redacted] attempted to reach Ms. [redacted] on November 22, 2017; however, he was unable to contact her. Until Shellpoint receives proof of name change documents, we are unable to move forward with loss mitigation review. Ms. [redacted] may submit the required documentation by fax at 866-[redacted]; via email at [redacted]shellpointmtg.com; or by mail at Shellpoint Mortgage Servicing, PO Box [redacted], Greenville, SC 29603. Once the documentation is received, Shellpoint will move forward with the loss mitigation review process and contact Ms. [redacted] if additional documentation is needed to accurately calculate her household income. Ms. [redacted] may contact her point of contact, Dennis C[redacted], at 866-[redacted] ext. [redacted] if she has any further questions.
February 07, 2018 [redacted]ce NE [redacted], DC 20019 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Street NE [redacted], DC 20019 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on February 5, 2018, regarding the subject property. The Bank of [redacted] The Bank of [redacted], As Trustee for the Certificateholders of [redacted], Inc., Alternative Loan Trust 2007-[redacted], Series 2007-[redacted] is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per your rebuttal, you state you cannot have your taxes prepared with an incorrect IRS Form 1098 (“1098”) that was sent to you. You allege Shellpoint has not reported correct information to the Consumer Reporting Agencies (CRA’s). You state your foreclosure judgment was evacuated in May 2016 and you want us to correct any derogatory remarks made to the CRA’s since that date. Furthermore, you state Shellpoint has increased your mortgage balance reported to the CRA’s, and you want to know what the increase in fees and hidden costs are. As we advised you both verbally and in the enclosed previous response dated February 1, 2018, the corrected 1098 form was mailed this week. Attached is a copy for your records. Regarding your credit reporting, please be advised, your foreclosure judgment was evacuated in May 2016 and the foreclosure comment was removed from the credit report. However, the loan modification was not approved and offered until October 2016. The loan has been reported as current with the special comment “Loan Modified” since October 2016. Shellpoint verified this information and provided you the Account Data Views in our previous response. Additionally, the current balance on the loan reflects more than just the principal balance. As required by the CRA’s, the current balance contains the principal balance, as well as interest, insurance payments and escrow that are due during the reporting period. This balance may exceed the highest credit, original loan amount or credit limit, and may increase or decline from month to month. There are no fees or hidden costs assessed to the loan. If you feel there is an error in your credit reporting, please provide specific details and supporting documentation (credit report) from the CRA that is reflecting inaccurate information. Upon receipt, Shellpoint will gladly investigate further. As stated above, the corrected copy of the 1098 is enclosed. We would like to apologize for any inconvenience caused by that issue. Should you have further questions, you may me directly at 864[redacted].
[redacted] Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of the Upstate 401 North Church Street Greenville, SC 29601
October 06, 2017 [redacted] St SW [redacted], MN 55025 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] 7Th St SW [redacted], MN 55025 Dear [redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on September 29, 2017, regarding the subject property. [redacted] Trust National Association, as Trustee of [redacted] Mortgage 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 May 01, 2017. Please note, Shellpoint’s records indicate the loan was discharged through a Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as your 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 property. 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 list several issues you have experienced since Shellpoint took over the servicing of your loan, which include problems with your Automated Clearing House (“ACH”) paperwork, proof of insurance, interest rate adjustments, escrow amount changes, monthly statements, and monthly payment funds not being applied to your principal balance. Regarding your ACH paperwork, you were advised in our letter dated May 12, 2017, (enclosed) that we did not have an ACH form on file for your account. You were further advised if it was submitted prior to the loan boarding on May 1, 2017, there would not have been a loan number to attach it to and would have either been returned to you or shredded. At that time, we sent another set of ACH forms for you to fill out and return to us. Please be advised, due to privacy and confidentiality laws, it is not our practice to hold forms that are submitted prior the boarding of a loan, as we have no loan to attach it to. As stated above, your loan boarded with Shellpoint on May 1, 2017; it was not in our system prior to that date. At times, it can take several days for a loan to board with a new servicer; however, we try to streamline that process to ensure our homeowners are able to seamlessly transfer their financial institution information to us. You were notified in a letter dated June 8, 2017, that we were unable to process your ACH forms because the form was not legible, and that we had attempted to contact you several times by telephone to inform you of this issue, but we were unable to reach you. Additionally, you were advised of this on June 12, 2017, when you contacted our Customer Service Center. You stated you would make the June 2017 payment then by telephone and then set up recurring payments online to begin July 1, 2017. We regret any difficulty you experienced with setting up your ACH for making your monthly payments. Regarding the proof of hazard insurance, please be advised, the documents were not transferred to us from the previous servicer; therefore, we sent a letter to you on July 28, 2017, in accordance with the documents you signed at origination. When proof of insurance is not provided, it is our duty as the servicer of the loan to protect the lender’s rights and place insurance on the loan to ensure they are protected. On August 4, 2017, proof of hazard insurance was received from your agent, and the loan was updated. No lender-placed insurance was purchased as a result of this issue. You stated you received an escrow analysis advising you of your payment increase from $783.09 to $799.84, effective September 1, 2017 and no other documentation pertaining to a payment amount change. Please be advised, barring any unusual circumstances, escrow analyses are performed once a year, and this is the only communication you will receive regarding changes to the monthly payment amount. Regarding your request for monthly mortgage statements, Shellpoint sent you paperwork on both May 26, 2017, and July 29, 2017, for you to fill out and return to us. The paperwork states that because your loan was previously involved in a bankruptcy action, by sending billing statements, it could be construed as an attempt to collect a debt, as a violation of a bankruptcy discharge or a violation of the stay that may be in effect. You were further advised that any billing statements we send to you are by your request and for informational purposes only. The billing statements provided to you are not an attempt to collect a debt due to your bankruptcy. Enclosed are copies of the Mortgage Account Statements that were sent to you dated May 26, 2017; June 26, 2017; July 26, 2017; August 25, 2017; and September 25, 2017. Per Shellpoint’s record’s, you signed a variable interest rate Note and Security Agreement with [redacted] Bank on July 26, 2010. The terms of this Note state that interest rate varies daily; therefore, the payment amount varies daily, but the change is calculated monthly overall. Because of this, the day you make the loan payment will affect how much is applied to interest and how much is applied to principal. The enclosed Adjustable Rate Mortgage Disclosure states that, “because your interest rate can change monthly but your payment changes annually, it is possible that your regular payments will not pay all of the interest that is owed and accrued on your loan balance.” This is why there were no funds applied to the principal balance for the May 2017, August 2017 and September 2017 installments. Regarding the interest rate change and posting of funds to your loan, please be advised that, according to the terms of your Note and the Adjustable Rate Mortgage Disclosure, the U.S. Prime Rate changes each June. Therefore, your interest rate is now 4.59000%. You were advised of this change in your origination documents (enclosed) and by signing those documents, acknowledged that you knew the interest rate could change in June of each year. We regret any issues or misunderstandings you have encountered as a result of the loan transfer; however, we have determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the aforementioned documents, 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 Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. This collection agency is licensed by the Minnesota Department of Commerce. 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
RE: Complaint ID: [redacted], [redacted] Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, 2017 Property Address: [redacted] Road, [redacted], NY 11747 Reference Number: [redacted] Dear [redacted]...
[redacted]: This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 2016. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be located. She asserts she has never had trouble with it previously. She has called Shellpoint to request the $20.00 fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint error. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on February 9, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls at the hours listed above. She may also request a specific date in time she would prefer we call her. According to Shellpoint records, payment for the September 2016 installment was received on September 2, 2016 in the amount of $2,962.19. However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $20.00 was assessed to the loan. It is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s error. In this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrower. Shellpoint cannot change the information the borrower entered online. This was not a Shellpoint error; however, as a one-time courtesy, the $20.00 will be waived from the borrower’s account. Please be advised, no fees will be waived in the future. Ms. [redacted] has the right to request documentation showing there has been no error on the loan. Enclosed is a copy of the Loan History Summary. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at 800-[redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted] Enclosure
October 20, 2017 [redacted] Ave [redacted], NY 10562 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Avenue [redacted], NY 10562 Dear Mr. [redacted] and...
Ms.[redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on October 10, 2017, regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about June 05, 2015. 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, you stated you were advised there was an escrow shortage in the amount of $2,687.34 on the loan, and if you paid the shortage, your monthly payments would be $2,670.42. You stated you paid the shortage, but an escrow analysis was performed after we received the funds, and it increased your monthly payment amount to $3,059.23. It was explained to you that the increase was the result of an increase in taxes. You stated you want to pay $2,670.42 monthly, which was promised to you once the shortage was paid, and you will deal with any additional shortages when your yearly analysis is run next year. Upon review of the complaint, [redacted]’s Compliance Department attempted to contact you on October 20, 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. According to [redacted]’s records, you were advised in your escrow analysis dated August 17, 2017 (enclosed), that if you paid the escrow shortage in full ($2,687.34), that your monthly payment would be $2,670.42. The funds to apply to the shortage were received on September 18, 2017. Once the funds were received and applied to the escrow account, we erroneously ran another escrow analysis, which included a school tax payment in the amount of $4,204.01, which was disbursed on September 11, 2017. As a result, the new analysis, dated September 20, 2017, increased your monthly payment amount to $3,056.50 effective October 1, 2017. In an effort to correct the error from the September 11, 2017 analysis, a request was made to have another analysis [redacted] performed to correct the payment amount to $2,670.42. Therefore, another analysis was performed on October 2, 2017, which increased the monthly payment to $3,059.23 effective December 1, 2017, because the shortage from September 2017 was still included. Upon receipt of your complaint, the issue was investigated and it was found that due to a system error, the payment amount was not automatically corrected as it should have been once the funds for the shortage were received. Additionally, new analyses requests were made when they should not have been which resulted in monthly payment increases. As of the date of this letter, the loan has been updated to reflect the monthly payment amount of $2,670.42, effective November 1, 2017. A copy of the Loan History Summary in enclosed for your records. We apologize for any inconvenience you experienced as a result of paying your escrow shortage. [redacted] takes its customer service obligations very seriously, and this issue has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
March 07, 2018 [redacted] Ave S [redacted], MN 55431
[redacted] 12711495 Reference #s: [redacted] Account #: xxxx[redacted] Property: [redacted] Ave S [redacted], MN 55431 Dear [redacted]: This letter is in...
response to the Revdex.com complaint received on March 2, 2018, regarding the subject property. [redacted] Association, as Trustee of [redacted] Mortgage 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 May 01, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Upon review of the complaint, Shellpoint determined we had already received a similar, if not the same, complaint directly from you, which we responded to today. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Please be advised, upon approval from the investor of the escrow account removal, Shellpoint’s Compliance Department attempted to contact you to discuss the complaint and resolution; however, 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. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. [redacted] If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. This collection agency is licensed by the Minnesota Department of Commerce. 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.
What the company fails to mention is that I sent three letters, one an exress letter in September including one to the Compliance Office telling them that I was paying by check for October's payment of 2017 and that I did not want to have automatic payment deducted from my account until November. However, the company ignored either through oversight or through ineptness these THREE requests. I requesy that the name, address and phone number of the owner OF THE LOAN BE GIVEN TO BE SO THAT I CAN TAKE THIS TO A HIGHER LEVEL. IN ADDITION,I REQUEST THAT THE COMPANY'S UN- DUE LATE CHARGE BE DISMISSED. I have already asked that this information be provided to me but this has been ignored on-line. The rudeness and smugness of Shellpoint is evident in their response to my complaint. They continue to be sneaky by not acknowledging my three letters directing them to hold off on automatic payments until November. GIVE ME THE NAME AND ADDRESS OF THE OWNER OF THE LOAN so that if this is not resolved here I may contact them. I encourage ALL those who deal with Shellpoint to directly contact the owners of their loan and bypass a most difficult company know as Shellpoint. They will not resolve this issue please note their attitude and rudeness and ultimate inaction.
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 the Upstate complaint rebuttal received on October 30, 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 your previous coverage was cancelled on July 31, 2017 and replaced with another one right away. You have also attached the policy Declarations page showing the policy was effective July 31, 2017. You want the Lender-Placed Insurance (“LPI”) cancelled, the insurance information updated and the escrow account reanalyzed. New Penn is in receipt of the updated policy Declarations page showing the policy was effective July 31, 2017, not August 1, 2017, as the previous Declarations page stated. We have updated our insurance records to reflect this change. The LPI policy was flat cancelled in the amount of $4.12 on November 1, 2017, with an effective date of October 31, 2017. The funds were applied to the escrow account on the loan. Please be advised that since the escrow was not reanalyzed and nothing changed when the LPI was added, there is no need to reanalyze the escrow now that it has been removed. The payment is currently where it should be, per the Insurance Department. Therefore, a new escrow analysis has not been performed. New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is an updated Loan Transaction History for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department 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. As much as Shellpoint believes I have brought no new arguments, I also believe they are continuing on their process of not taking any actions. I know the legal steps that they need to take in California and also, until they refer the mortgage to the Foreclosure department, there will be no further action taken on the house. I will not be satisfied until Shellpoint actually refers the house to the foreclosure department. At that point, they can file an official notice of default, which has to be done at least 45 days before a foreclosure can be initialed in California. If they would be willing to send you a record of our phone calls, I asked for one and was only resent documents from them, it would show that they already indicated in my file that I was no longer protected under the SCRA and have had the ability to request the account to move to the foreclosure department. I can also talk with my sister, she was the POC for the local law enforcement, and try and get a list of how many times we had to PD come out there for break ins. Making me question how well the 3rd party company is actually securing the property. I can continue, but feel that it is no point with this company. If they had been willing to work with me at all, I would have not taken this route, but every time I have called them I am told they cannot do anything and that nothing is progressing and all I can do is wait.
Regards,
Timothy Ebersole
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) is currently the owner of the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
loan on behalf of the owner referenced above, on or about April 2, 2014. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Shellpoint notified Ms. [redacted] that the payment due August 2015 had not been received within the grace period. Ms. [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issued. Ms. [redacted] contends two payments should have been received before September 1, 2015. As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agencies. Our records show the mortgage statement dated August 1, 2015 (enclosed) referenced the new payment address of P.O. Box [redacted], [redacted], OH 45274-0039. It is respectfully advised Ms. [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delays. Additionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, 2015. Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the account. Our vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, 2015. The payment was posted to the August 1, 2015 due date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has since worked with our vendor to prevent a similar occurrence in the future. During the time period described above, Ms. [redacted] placed a stop on check # [redacted] and it has since been returned by her bank. Should Ms. [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refund. Shellpoint will require documentation of any fees assessed by her bank, should she need to make this request. Shellpoint received two more checks from Ms. [redacted]. Please review the following payment details: ? check number ending in [redacted], dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, 2015. ? check number ending in [redacted], dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. The loan is current and the next payment is due October 1, 2015. As of the date of this response, we have requested the late charge of $15.21 that was assessed on September 3, 2015 to be waived. Nothing derogatory has been reported to the consumer reporting agencies as a result of this issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Dr [redacted], FL 33463 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on June 19, 2017, regarding...
the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the above referenced loan. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about August 31, 2015. 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, the borrower states a loss draft check was erroneously applied as a monthly payment in August 2016. She states she did not find out about this error until May 2017, when she began receiving calls regarding a delinquent payment. Ms. [redacted] wants her account corrected, late fees waived and the credit reporting to show no delinquencies. Upon receipt of the complaint, [redacted]’s Compliance Department attempted to contact Ms. [redacted], to discuss the dispute and resolution, but we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. After reviewing the correspondence, [redacted] determined we had already received a similar, if not the same, complaint directly from Ms. [redacted], to which we responded on June 15, 2017. Enclosed is a copy of the response. Please accept our sincere apologies for any inconvenience regarding the misapplication of payments. The fees have been waived and a request has been made to correct the credit reporting. Please know that [redacted] takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
March 09, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Complainant: [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, I was told by Shellpoint to make a payment on March 1, 2018. I then obtained a letter of resolution to my CFPB complaint and the Revdex.com that no new trial payments would be required. I then attempted to contact Shellpoint to clarify if I needed to pay on March 1, 2018, to no avail. I received a call from Ms. B[redacted] on March 2, 2018 answering my questions regarding the March payment. I was then informed that I did not have to pay on March 1, 2018. At the time of that conversation the funds were still pending in my bank account. As of March 4, 2018, the funds were withdrawn. May Shellpoint please refund my money or apply those funds to the April payment. Shellpoint regrets any confusion she has experienced throughout this process. As she mentioned, prior to Shellpoint’s previous response to the complaint forward to our office by way of your office she was advised by Shellpoint’s Loss Mitigation Department that a new trial period was required. However, as previously conveyed Shellpoint consulted with the owner of the loan and was able to obtain approval to waive the trial period previously communicated to Ms. [redacted]. As such, the March 2018 payment was not required as the first modified loan payment would not be due until April 1, 2018. Our records indicate that Ms. [redacted] contacted our office on March 1, 2018, to schedule a payment. At this time, Shellpoint is preparing both the modification and assumption agreement for Ms. [redacted]. We are in receipt of Ms. [redacted]’s recent payment, and Shellpoint will ensure those funds are applied toward the first payment that will be due under the loan modification offer. After the loan modification process is fully complete, Ms. [redacted]’s first payment will be due on May 1, 2018; however, Ms. [redacted] should know that the loan modification documentation will still indicate that the modified loan terms will be effective with the April 1, 2018 installment. We hope this information is satisfactory to Ms. [redacted]. If Ms. [redacted] has further questions on the matter, we respectfully request that she contacts Brenda V[redacted] via telephone at (866) [redacted], extension [redacted]. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. 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 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: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Blvd [redacted], NY 10541 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 16, 2017, regarding the subject...
property. [redacted], N.A. 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 January 04, 2016. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Ms. [redacted] states she has tried to contact someone regarding the past due amount on her loan; however, she never gets a return call. She further states her tax payment has decreased but her monthly payment has increased and she wants to know why. Upon receipt of Ms. [redacted]’s complaint, Shellpoint’s Compliance Department attempted to reach her on May 18, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here during the hours above. Additionally, Ms. [redacted] may request a specific date and time for us to contact her. After reviewing the correspondence, Shellpoint determined we had already received a similar complaint directly from Ms. [redacted], to which we responded on May 22, 2017. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in this complaint. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted] Street, [redacted], TN 38107 Dear [redacted]: This letter is in response to the complaint submitted February 27, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing...
(“Shellpoint”) began servicing the loan on or about December 15, 2014. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she was previously in an active bankruptcy, but is now making her own payments. She states she has not received any monthly statements, and some of her payments have been returned due to being partial payments. She further states she has requested a detailed payment history, however, Shellpoint has refused to send one to her. On February 28, 2017, Shellpoint’s Compliance department attempted to contact Ms. [redacted] to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. Shellpoint’s records indicate that Ms. [redacted] is not the borrower of the above referenced loan. Although the property deed may have been transferred to Ms. [redacted] and she included the property in her bankruptcy, she was not a signer of the Note that is still secured by the property. The loan itself is not her legal obligation to pay. Shellpoint cannot add Ms. [redacted] to the loan, nor disclose any information regarding the loan to Ms. [redacted], including billing statements. Only the obligated borrower who signed the Note is being billed. Shellpoint does not have authorization from the borrower to discuss this loan or disclose any information about the loan to Ms. [redacted]. If you have any further questions, comments, or concerns, please contact me at [redacted].
[redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted] Regulatory Fax: ([redacted]
[redacted]
Dear Ms. [redacted]: This letter is in response to a rebuttal from received January 12, 2015,...
regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per the complaint, the borrower(s) advised on November 16, 2015 she faxed a copies of the requested documents in order to have the lien on the above referenced property released. Ms. [redacted] was advised by Shellpoint on November 19, 2016 that the information provided could not be accepted from Ms. [redacted] but it had to come from an abstractor. On December 21, 2015 she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, 2015. Ms. [redacted] has advised she made contact with Shellpoint since December 21, 2015 to follow up on the status of the lien release, but has not received any new information. Ms. [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely manner. Upon investigation, Shellpoint has located the subject mortgage. The mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,134.69. As such, the mortgage provided to Shellpoint by Ms. [redacted] did not match Ms. [redacted]’s documentation, except for the fact that it originated with [redacted]. This made it difficult to match the information to prepare a lien release. In an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were found. Please be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the county. As of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording. [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX 77328 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject...
property. [redacted] Insurance Company is currently the owner of the loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Mr. [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted]. When payment was submitted, he indicated that loan number on the payment check. Later, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted]. Mr. [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious means. He is further concerned about information reported to the credit agencies. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr. [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. During the research of this complaint, it was discovered that Mr. [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loan. We apologize for this error. According to Shellpoint records, Mr. [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issue. Once the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ([redacted]) were applied to the correct loan number ([redacted]). The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially received. A copy of the Loan History Summary is enclosed, and shows these transactions on the loan. As stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”). Therefore, we have not reported this loan to the CRA’s or assessed any late fees. We apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr. [redacted]’s loan. 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 [redacted] upon consumer concerns. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
January 08, 2018[redacted] Rd [redacted], VA 23114RE: Revdex.com Case #: [redacted]Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Rd[redacted], VA 23114Dear [redacted] and [redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, 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 your Bankruptcy Case Manager, Kim R[redacted], at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosuresPlease 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 provideimportant 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 (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, my main concerns still remain. The compliance representative stated that the former loan service company was responsible for paying the taxes.If that is the case, I am confused as to why Shellpoint paid the taxes in the first place.In addition, she was unable to respond to the poor customer service of this company including the multiple telephone transfers, lack of responsiveness to emails,and the rudeness of the loan service department supervisor. I appreciate the effort that the Revdex.com has taken to help resolve this most frustrating issue.
Regards,
[redacted]
As we stated in our previous response, Ms. [redacted] was advised of the required documentation needed on...
October 12, 2017. Additionally, the designated point of contact, Dennis C[redacted] attempted to reach Ms. [redacted] on November 22, 2017; however, he was unable to contact her. Until Shellpoint receives proof of name change documents, we are unable to move forward with loss mitigation review. Ms. [redacted] may submit the required documentation by fax at 866-[redacted]; via email at [redacted]shellpointmtg.com; or by mail at Shellpoint Mortgage Servicing, PO Box [redacted], Greenville, SC 29603. Once the documentation is received, Shellpoint will move forward with the loss mitigation review process and contact Ms. [redacted] if additional documentation is needed to accurately calculate her household income. Ms. [redacted] may contact her point of contact, Dennis C[redacted], at 866-[redacted] ext. [redacted] if she has any further questions.
February 07, 2018 [redacted]ce NE [redacted], DC 20019 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Street NE [redacted], DC 20019 Dear [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on February 5, 2018, regarding the subject property. The Bank of [redacted] The Bank of [redacted], As Trustee for the Certificateholders of [redacted], Inc., Alternative Loan Trust 2007-[redacted], Series 2007-[redacted] is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about March 1, 2014. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per your rebuttal, you state you cannot have your taxes prepared with an incorrect IRS Form 1098 (“1098”) that was sent to you. You allege Shellpoint has not reported correct information to the Consumer Reporting Agencies (CRA’s). You state your foreclosure judgment was evacuated in May 2016 and you want us to correct any derogatory remarks made to the CRA’s since that date. Furthermore, you state Shellpoint has increased your mortgage balance reported to the CRA’s, and you want to know what the increase in fees and hidden costs are. As we advised you both verbally and in the enclosed previous response dated February 1, 2018, the corrected 1098 form was mailed this week. Attached is a copy for your records. Regarding your credit reporting, please be advised, your foreclosure judgment was evacuated in May 2016 and the foreclosure comment was removed from the credit report. However, the loan modification was not approved and offered until October 2016. The loan has been reported as current with the special comment “Loan Modified” since October 2016. Shellpoint verified this information and provided you the Account Data Views in our previous response. Additionally, the current balance on the loan reflects more than just the principal balance. As required by the CRA’s, the current balance contains the principal balance, as well as interest, insurance payments and escrow that are due during the reporting period. This balance may exceed the highest credit, original loan amount or credit limit, and may increase or decline from month to month. There are no fees or hidden costs assessed to the loan. If you feel there is an error in your credit reporting, please provide specific details and supporting documentation (credit report) from the CRA that is reflecting inaccurate information. Upon receipt, Shellpoint will gladly investigate further. As stated above, the corrected copy of the 1098 is enclosed. We would like to apologize for any inconvenience caused by that issue. Should you have further questions, you may me directly at 864[redacted].
[redacted] Sincerely, Lisa F[redacted] Compliance Department Enclosures cc: Revdex.com of the Upstate 401 North Church Street Greenville, SC 29601
October 06, 2017 [redacted] St SW [redacted], MN 55025 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] 7Th St SW [redacted], MN 55025 Dear [redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on September 29, 2017, regarding the subject property. [redacted] Trust National Association, as Trustee of [redacted] Mortgage 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 May 01, 2017. Please note, Shellpoint’s records indicate the loan was discharged through a Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as your 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 property. 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 list several issues you have experienced since Shellpoint took over the servicing of your loan, which include problems with your Automated Clearing House (“ACH”) paperwork, proof of insurance, interest rate adjustments, escrow amount changes, monthly statements, and monthly payment funds not being applied to your principal balance. Regarding your ACH paperwork, you were advised in our letter dated May 12, 2017, (enclosed) that we did not have an ACH form on file for your account. You were further advised if it was submitted prior to the loan boarding on May 1, 2017, there would not have been a loan number to attach it to and would have either been returned to you or shredded. At that time, we sent another set of ACH forms for you to fill out and return to us. Please be advised, due to privacy and confidentiality laws, it is not our practice to hold forms that are submitted prior the boarding of a loan, as we have no loan to attach it to. As stated above, your loan boarded with Shellpoint on May 1, 2017; it was not in our system prior to that date. At times, it can take several days for a loan to board with a new servicer; however, we try to streamline that process to ensure our homeowners are able to seamlessly transfer their financial institution information to us. You were notified in a letter dated June 8, 2017, that we were unable to process your ACH forms because the form was not legible, and that we had attempted to contact you several times by telephone to inform you of this issue, but we were unable to reach you. Additionally, you were advised of this on June 12, 2017, when you contacted our Customer Service Center. You stated you would make the June 2017 payment then by telephone and then set up recurring payments online to begin July 1, 2017. We regret any difficulty you experienced with setting up your ACH for making your monthly payments. Regarding the proof of hazard insurance, please be advised, the documents were not transferred to us from the previous servicer; therefore, we sent a letter to you on July 28, 2017, in accordance with the documents you signed at origination. When proof of insurance is not provided, it is our duty as the servicer of the loan to protect the lender’s rights and place insurance on the loan to ensure they are protected. On August 4, 2017, proof of hazard insurance was received from your agent, and the loan was updated. No lender-placed insurance was purchased as a result of this issue. You stated you received an escrow analysis advising you of your payment increase from $783.09 to $799.84, effective September 1, 2017 and no other documentation pertaining to a payment amount change. Please be advised, barring any unusual circumstances, escrow analyses are performed once a year, and this is the only communication you will receive regarding changes to the monthly payment amount. Regarding your request for monthly mortgage statements, Shellpoint sent you paperwork on both May 26, 2017, and July 29, 2017, for you to fill out and return to us. The paperwork states that because your loan was previously involved in a bankruptcy action, by sending billing statements, it could be construed as an attempt to collect a debt, as a violation of a bankruptcy discharge or a violation of the stay that may be in effect. You were further advised that any billing statements we send to you are by your request and for informational purposes only. The billing statements provided to you are not an attempt to collect a debt due to your bankruptcy. Enclosed are copies of the Mortgage Account Statements that were sent to you dated May 26, 2017; June 26, 2017; July 26, 2017; August 25, 2017; and September 25, 2017. Per Shellpoint’s record’s, you signed a variable interest rate Note and Security Agreement with [redacted] Bank on July 26, 2010. The terms of this Note state that interest rate varies daily; therefore, the payment amount varies daily, but the change is calculated monthly overall. Because of this, the day you make the loan payment will affect how much is applied to interest and how much is applied to principal. The enclosed Adjustable Rate Mortgage Disclosure states that, “because your interest rate can change monthly but your payment changes annually, it is possible that your regular payments will not pay all of the interest that is owed and accrued on your loan balance.” This is why there were no funds applied to the principal balance for the May 2017, August 2017 and September 2017 installments. Regarding the interest rate change and posting of funds to your loan, please be advised that, according to the terms of your Note and the Adjustable Rate Mortgage Disclosure, the U.S. Prime Rate changes each June. Therefore, your interest rate is now 4.59000%. You were advised of this change in your origination documents (enclosed) and by signing those documents, acknowledged that you knew the interest rate could change in June of each year. We regret any issues or misunderstandings you have encountered as a result of the loan transfer; however, we have determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. In addition to the aforementioned documents, 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 Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. This collection agency is licensed by the Minnesota Department of Commerce. 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
RE: Complaint ID: [redacted], [redacted] Original Investor: [redacted] Financial [redacted] II Current Owner: [redacted] Financial [redacted] II Last Payment Received: January 31, 2017 Property Address: [redacted] Road, [redacted], NY 11747 Reference Number: [redacted] Dear [redacted]...
[redacted]: This letter is in response to the complaint submitted February 8, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about March 22, 2016. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] paid her mortgage online with the information stored in our system, but the bank returned the funds and stated the account could not be located. She asserts she has never had trouble with it previously. She has called Shellpoint to request the $20.00 fee be waived that she was charged when the bank returned the funds, but has been told no because it was not a Shellpoint error. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Ms. [redacted] on February 9, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls at the hours listed above. She may also request a specific date in time she would prefer we call her. According to Shellpoint records, payment for the September 2016 installment was received on September 2, 2016 in the amount of $2,962.19. However, the bank returned the funds on September 9, 2016, stating the account could not be located; therefore, a fee in the amount of $20.00 was assessed to the loan. It is Shellpoint policy to charge a fee when a borrower’s financial institution returns a payment, unless it is Shellpoint’s error. In this case, the financial institution indicated the account could not be found, which means the account information was entered incorrectly by the borrower. Shellpoint cannot change the information the borrower entered online. This was not a Shellpoint error; however, as a one-time courtesy, the $20.00 will be waived from the borrower’s account. Please be advised, no fees will be waived in the future. Ms. [redacted] has the right to request documentation showing there has been no error on the loan. Enclosed is a copy of the Loan History Summary. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at 800-[redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted] Enclosure
October 20, 2017 [redacted] Ave [redacted], NY 10562 RE: Revdex.com Case #: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Avenue [redacted], NY 10562 Dear Mr. [redacted] and...
Ms.[redacted]: This letter is in response to the Revdex.com of Upstate South Carolina complaint received on October 10, 2017, regarding the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about June 05, 2015. 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, you stated you were advised there was an escrow shortage in the amount of $2,687.34 on the loan, and if you paid the shortage, your monthly payments would be $2,670.42. You stated you paid the shortage, but an escrow analysis was performed after we received the funds, and it increased your monthly payment amount to $3,059.23. It was explained to you that the increase was the result of an increase in taxes. You stated you want to pay $2,670.42 monthly, which was promised to you once the shortage was paid, and you will deal with any additional shortages when your yearly analysis is run next year. Upon review of the complaint, [redacted]’s Compliance Department attempted to contact you on October 20, 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. According to [redacted]’s records, you were advised in your escrow analysis dated August 17, 2017 (enclosed), that if you paid the escrow shortage in full ($2,687.34), that your monthly payment would be $2,670.42. The funds to apply to the shortage were received on September 18, 2017. Once the funds were received and applied to the escrow account, we erroneously ran another escrow analysis, which included a school tax payment in the amount of $4,204.01, which was disbursed on September 11, 2017. As a result, the new analysis, dated September 20, 2017, increased your monthly payment amount to $3,056.50 effective October 1, 2017. In an effort to correct the error from the September 11, 2017 analysis, a request was made to have another analysis [redacted] performed to correct the payment amount to $2,670.42. Therefore, another analysis was performed on October 2, 2017, which increased the monthly payment to $3,059.23 effective December 1, 2017, because the shortage from September 2017 was still included. Upon receipt of your complaint, the issue was investigated and it was found that due to a system error, the payment amount was not automatically corrected as it should have been once the funds for the shortage were received. Additionally, new analyses requests were made when they should not have been which resulted in monthly payment increases. As of the date of this letter, the loan has been updated to reflect the monthly payment amount of $2,670.42, effective November 1, 2017. A copy of the Loan History Summary in enclosed for your records. We apologize for any inconvenience you experienced as a result of paying your escrow shortage. [redacted] takes its customer service obligations very seriously, and this issue has been brought to the attention of the appropriate parties within the organization. Should you have further questions, you may contact me directly 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
March 07, 2018 [redacted] Ave S [redacted], MN 55431
[redacted] 12711495 Reference #s: [redacted] Account #: xxxx[redacted] Property: [redacted] Ave S [redacted], MN 55431 Dear [redacted]: This letter is in...
response to the Revdex.com complaint received on March 2, 2018, regarding the subject property. [redacted] Association, as Trustee of [redacted] Mortgage 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 May 01, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Upon review of the complaint, Shellpoint determined we had already received a similar, if not the same, complaint directly from you, which we responded to today. We have enclosed a copy of our response, as we feel it addresses the same concerns expressed in the above-referenced case. Please be advised, upon approval from the investor of the escrow account removal, Shellpoint’s Compliance Department attempted to contact you to discuss the complaint and resolution; however, 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. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure 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. [redacted] If you are a customer in bankruptcy or a customer who has received a bankruptcy discharge of this debt: please be advised that this notice is to advise you of the status of your mortgage loan. This notice constitutes neither a demand for payment nor a notice of personal liability to any recipient hereof, who might have received a discharge of such debt in accordance with applicable bankruptcy laws or who might be subject to the automatic stay of Section 362 of the United States Bankruptcy Code. However, it may be a notice of possible enforcement of the lien against the collateral property, which has not been discharged in your bankruptcy. This collection agency is licensed by the Minnesota Department of Commerce. 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.
What the company fails to mention is that I sent three letters, one an exress letter in September including one to the Compliance Office telling them that I was paying by check for October's payment of 2017 and that I did not want to have automatic payment deducted from my account until November. However, the company ignored either through oversight or through ineptness these THREE requests. I requesy that the name, address and phone number of the owner OF THE LOAN BE GIVEN TO BE SO THAT I CAN TAKE THIS TO A HIGHER LEVEL. IN ADDITION,I REQUEST THAT THE COMPANY'S UN- DUE LATE CHARGE BE DISMISSED. I have already asked that this information be provided to me but this has been ignored on-line. The rudeness and smugness of Shellpoint is evident in their response to my complaint. They continue to be sneaky by not acknowledging my three letters directing them to hold off on automatic payments until November. GIVE ME THE NAME AND ADDRESS OF THE OWNER OF THE LOAN so that if this is not resolved here I may contact them. I encourage ALL those who deal with Shellpoint to directly contact the owners of their loan and bypass a most difficult company know as Shellpoint. They will not resolve this issue please note their attitude and rudeness and ultimate inaction.
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 the Upstate complaint rebuttal received on October 30, 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 your previous coverage was cancelled on July 31, 2017 and replaced with another one right away. You have also attached the policy Declarations page showing the policy was effective July 31, 2017. You want the Lender-Placed Insurance (“LPI”) cancelled, the insurance information updated and the escrow account reanalyzed. New Penn is in receipt of the updated policy Declarations page showing the policy was effective July 31, 2017, not August 1, 2017, as the previous Declarations page stated. We have updated our insurance records to reflect this change. The LPI policy was flat cancelled in the amount of $4.12 on November 1, 2017, with an effective date of October 31, 2017. The funds were applied to the escrow account on the loan. Please be advised that since the escrow was not reanalyzed and nothing changed when the LPI was added, there is no need to reanalyze the escrow now that it has been removed. The payment is currently where it should be, per the Insurance Department. Therefore, a new escrow analysis has not been performed. New Penn has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting this determination. Enclosed is an updated Loan Transaction History for your records. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department 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. As much as Shellpoint believes I have brought no new arguments, I also believe they are continuing on their process of not taking any actions. I know the legal steps that they need to take in California and also, until they refer the mortgage to the Foreclosure department, there will be no further action taken on the house. I will not be satisfied until Shellpoint actually refers the house to the foreclosure department. At that point, they can file an official notice of default, which has to be done at least 45 days before a foreclosure can be initialed in California. If they would be willing to send you a record of our phone calls, I asked for one and was only resent documents from them, it would show that they already indicated in my file that I was no longer protected under the SCRA and have had the ability to request the account to move to the foreclosure department. I can also talk with my sister, she was the POC for the local law enforcement, and try and get a list of how many times we had to PD come out there for break ins. Making me question how well the 3rd party company is actually securing the property. I can continue, but feel that it is no point with this company. If they had been willing to work with me at all, I would have not taken this route, but every time I have called them I am told they cannot do anything and that nothing is progressing and all I can do is wait.
Regards,
Timothy Ebersole
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) is currently the owner of the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the...
loan on behalf of the owner referenced above, on or about April 2, 2014. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Shellpoint notified Ms. [redacted] that the payment due August 2015 had not been received within the grace period. Ms. [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issued. Ms. [redacted] contends two payments should have been received before September 1, 2015. As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agencies. Our records show the mortgage statement dated August 1, 2015 (enclosed) referenced the new payment address of P.O. Box [redacted], [redacted], OH 45274-0039. It is respectfully advised Ms. [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delays. Additionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, 2015. Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the account. Our vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, 2015. The payment was posted to the August 1, 2015 due date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has since worked with our vendor to prevent a similar occurrence in the future. During the time period described above, Ms. [redacted] placed a stop on check # [redacted] and it has since been returned by her bank. Should Ms. [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refund. Shellpoint will require documentation of any fees assessed by her bank, should she need to make this request. Shellpoint received two more checks from Ms. [redacted]. Please review the following payment details: ? check number ending in [redacted], dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, 2015. ? check number ending in [redacted], dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. The loan is current and the next payment is due October 1, 2015. As of the date of this response, we have requested the late charge of $15.21 that was assessed on September 3, 2015 to be waived. Nothing derogatory has been reported to the consumer reporting agencies as a result of this issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also since the unreturned amount was withheld and added to my unpaid balance I will send the offset amount to make up one monthly payment.
Regards,
[redacted]
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Dr [redacted], FL 33463 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on June 19, 2017, regarding...
the subject property. [redacted] Financial LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the above referenced loan. [redacted] Servicing (“[redacted]”) began servicing the loan on the behalf of the owner referenced above on or about August 31, 2015. 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, the borrower states a loss draft check was erroneously applied as a monthly payment in August 2016. She states she did not find out about this error until May 2017, when she began receiving calls regarding a delinquent payment. Ms. [redacted] wants her account corrected, late fees waived and the credit reporting to show no delinquencies. Upon receipt of the complaint, [redacted]’s Compliance Department attempted to contact Ms. [redacted], to discuss the dispute and resolution, but we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. After reviewing the correspondence, [redacted] determined we had already received a similar, if not the same, complaint directly from Ms. [redacted], to which we responded on June 15, 2017. Enclosed is a copy of the response. Please accept our sincere apologies for any inconvenience regarding the misapplication of payments. The fees have been waived and a request has been made to correct the credit reporting. Please know that [redacted] takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. Should you have further questions, you may me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
March 09, 2018 Revdex.com of Upstate South Carolina Attn: Cindy R[redacted] 408 North Church Street, Suite C Greenville, SC 29601 RE: Complaint ID: [redacted] Reference #: [redacted] Account #: xxxx[redacted] Complainant: [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, I was told by Shellpoint to make a payment on March 1, 2018. I then obtained a letter of resolution to my CFPB complaint and the Revdex.com that no new trial payments would be required. I then attempted to contact Shellpoint to clarify if I needed to pay on March 1, 2018, to no avail. I received a call from Ms. B[redacted] on March 2, 2018 answering my questions regarding the March payment. I was then informed that I did not have to pay on March 1, 2018. At the time of that conversation the funds were still pending in my bank account. As of March 4, 2018, the funds were withdrawn. May Shellpoint please refund my money or apply those funds to the April payment. Shellpoint regrets any confusion she has experienced throughout this process. As she mentioned, prior to Shellpoint’s previous response to the complaint forward to our office by way of your office she was advised by Shellpoint’s Loss Mitigation Department that a new trial period was required. However, as previously conveyed Shellpoint consulted with the owner of the loan and was able to obtain approval to waive the trial period previously communicated to Ms. [redacted]. As such, the March 2018 payment was not required as the first modified loan payment would not be due until April 1, 2018. Our records indicate that Ms. [redacted] contacted our office on March 1, 2018, to schedule a payment. At this time, Shellpoint is preparing both the modification and assumption agreement for Ms. [redacted]. We are in receipt of Ms. [redacted]’s recent payment, and Shellpoint will ensure those funds are applied toward the first payment that will be due under the loan modification offer. After the loan modification process is fully complete, Ms. [redacted]’s first payment will be due on May 1, 2018; however, Ms. [redacted] should know that the loan modification documentation will still indicate that the modified loan terms will be effective with the April 1, 2018 installment. We hope this information is satisfactory to Ms. [redacted]. If Ms. [redacted] has further questions on the matter, we respectfully request that she contacts Brenda V[redacted] via telephone at (866) [redacted], extension [redacted]. She may also contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. 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 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: Revdex.com Case #: [redacted] Reference #: [redacted] Borrower: [redacted] Property: [redacted] Blvd [redacted], NY 10541 Dear Ms. [redacted]: This letter is in response to the Revdex.com of the Upstate complaint received on May 16, 2017, regarding the subject...
property. [redacted], N.A. 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 January 04, 2016. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Ms. [redacted] states she has tried to contact someone regarding the past due amount on her loan; however, she never gets a return call. She further states her tax payment has decreased but her monthly payment has increased and she wants to know why. Upon receipt of Ms. [redacted]’s complaint, Shellpoint’s Compliance Department attempted to reach her on May 18, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here during the hours above. Additionally, Ms. [redacted] may request a specific date and time for us to contact her. After reviewing the correspondence, Shellpoint determined we had already received a similar complaint directly from Ms. [redacted], to which we responded on May 22, 2017. We have enclosed a copy of the response, as we feel it addresses the same concerns expressed in this complaint. Should you have further questions, you may contact Shellpoint’s Customer Service Department at (800) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). Sincerely, Lisa F[redacted] Compliance Department Enclosure
RE: Complaint ID: [redacted] Property Address: [redacted] Street, [redacted], TN 38107 Dear [redacted]: This letter is in response to the complaint submitted February 27, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing...
(“Shellpoint”) began servicing the loan on or about December 15, 2014. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she was previously in an active bankruptcy, but is now making her own payments. She states she has not received any monthly statements, and some of her payments have been returned due to being partial payments. She further states she has requested a detailed payment history, however, Shellpoint has refused to send one to her. On February 28, 2017, Shellpoint’s Compliance department attempted to contact Ms. [redacted] to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. Shellpoint’s records indicate that Ms. [redacted] is not the borrower of the above referenced loan. Although the property deed may have been transferred to Ms. [redacted] and she included the property in her bankruptcy, she was not a signer of the Note that is still secured by the property. The loan itself is not her legal obligation to pay. Shellpoint cannot add Ms. [redacted] to the loan, nor disclose any information regarding the loan to Ms. [redacted], including billing statements. Only the obligated borrower who signed the Note is being billed. Shellpoint does not have authorization from the borrower to discuss this loan or disclose any information about the loan to Ms. [redacted]. If you have any further questions, comments, or concerns, please contact me at [redacted].
[redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted] Regulatory Fax: ([redacted]
[redacted]
Dear Ms. [redacted]: This letter is in response to a rebuttal from received January 12, 2015,...
regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per the complaint, the borrower(s) advised on November 16, 2015 she faxed a copies of the requested documents in order to have the lien on the above referenced property released. Ms. [redacted] was advised by Shellpoint on November 19, 2016 that the information provided could not be accepted from Ms. [redacted] but it had to come from an abstractor. On December 21, 2015 she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, 2015. Ms. [redacted] has advised she made contact with Shellpoint since December 21, 2015 to follow up on the status of the lien release, but has not received any new information. Ms. [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely manner. Upon investigation, Shellpoint has located the subject mortgage. The mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,134.69. As such, the mortgage provided to Shellpoint by Ms. [redacted] did not match Ms. [redacted]’s documentation, except for the fact that it originated with [redacted]. This made it difficult to match the information to prepare a lien release. In an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were found. Please be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the county. As of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording. [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Revdex.com Case #: [redacted] Reference #: [redacted] Borrowers: [redacted] Property: [redacted] Ln Cleveland, TX 77328 Dear Ms. [redacted]: This letter is in response to the Revdex.com complaint received on June 12, 2017, regarding the subject...
property. [redacted] Insurance Company is currently the owner of the loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about May 15, 2017. Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon consumer concerns. Per the complaint, Mr. [redacted] states when the loan was transferred to Shellpoint, he was provided loan number [redacted]. When payment was submitted, he indicated that loan number on the payment check. Later, he began receiving delinquency letters and phone calls regarding a different loan number, [redacted]. Mr. [redacted] states the initial payment check in the amount of $313.50, has cleared their bank, and feels Shellpoint is attempting to steal their home by nefarious means. He is further concerned about information reported to the credit agencies. Upon receipt of the complaint, Shellpoint’s Compliance Department attempted to contact Mr. [redacted] on June 12, 2017, to discuss the complaint and resolution; however, we were unable to reach him. We are here to take calls during the hours listed above. He may also request a specific date and time he would prefer we call him. During the research of this complaint, it was discovered that Mr. [redacted] was initially provided an incorrect account number, due to an inadvertent error during the boarding process of the loan. We apologize for this error. According to Shellpoint records, Mr. [redacted] submitted the proof of payment on June 7, 2017, at which time a request was made to research the misapplied payment issue. Once the complaint was received from your office, the request was expedited and the funds that had been applied to the incorrect loan number ([redacted]) were applied to the correct loan number ([redacted]). The funds were posted with an effective date of May 24, 2017, as that is the date the funds were initially received. A copy of the Loan History Summary is enclosed, and shows these transactions on the loan. As stated within our Welcome Package, there is a sixty (60) day grace period upon the transfer of servicing, in which no late fees are assessed and no information is reported to the Consumer Reporting Agencies (“CRA’s”). Therefore, we have not reported this loan to the CRA’s or assessed any late fees. We apologize for the errors regarding the incorrect loan number and misapplication of funds to Mr. [redacted]’s loan. 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 [redacted] upon consumer concerns. Should you have further questions, you may contact me directly at 864-[redacted]. Sincerely, Lisa F[redacted] Compliance Department Enclosure
January 08, 2018[redacted] Rd [redacted], VA 23114RE: Revdex.com Case #: [redacted]Reference #: [redacted] Account #: xxxx[redacted] Property: [redacted] Rd[redacted], VA 23114Dear [redacted] and [redacted]:This letter is in response to the Revdex.com of the Upstate complaint received on January 2, 2018, regarding the subject property. New Penn Financial, LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about June 16, 2017.Upon review of the correspondence, Shellpoint determined we had already received a similar, if not the same, complaint from the [redacted] (“CFPB”), which we just responded to on January 8, 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 your Bankruptcy Case Manager, Kim R[redacted], at 864-[redacted].Sincerely,Lisa F[redacted] Compliance DepartmentEnclosuresPlease 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 provideimportant 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 (EST) Monday - Friday: 8 a.m.-10 p.m. Saturday: 8 a.m.-3 p.m.