Ovation Services

While Ovation understands Ms [redacted] current situation, Ovation has exhausted all options available to Ms [redacted] and without Ms [redacted] cooperation, Ovation cannot just change the payment terms because Ms [redacted] wants it changedMs [redacted] has an obligation of $per month and she is currently past due monthly paymentsWithout a payment towards the past due amount or without Ms [redacted] agreeing to a repayment plan for the past due amount, her request to pay $a month cannot be accommodatedFurther, Ms [redacted] has been told that a loan modification of the current terms could be done, but in order for this to happen, she had to make a payment towards the past due amount before the loan could be restructured because Ovation cannot just modify the loan based on her current financial circumstancesIf Ms [redacted] is unable to make a payment towards the past due balance and modify the current note, Ovation suggests she consult with an attorney to see what other options are available to herSincerely, [redacted] Default Mitigation Manager

Revdex.com:**Please keep confidential the attachments provided by the company Posting this information for public viewing could result in identity theftand/or fraud.**I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Ovation Services is willing to offer Ms [redacted] a repayment plan and attached are terms for three (3) different proposed repayment plansDepending on which one best suits Ms [redacted] , I believe we will be able to accommodate her request and resolve the issues Additionally, I spoke with Ms [redacted] on 1/4/and explained that the letter she received is just a standard letter generated by Ovation's system because her account has reached a certain number of days delinquentThe letter she received is automatically generated by the system and is not triggered by any specific person in the collections departmentOvation has recently expanded its customer service and collections team and based on the notes made on her account, the representative she spoke with is new and just didn't explain the process clearly and that has been addressed with the representative's manager I am working with Ms [redacted] to rectify the situation and I believe we will be able to come up with a plan that best fits Ms [redacted] 's situation Please contact me at [redacted] if you have any other questions or need any additional information Sincerely, [redacted] Default Mitigation Manager TL Legal Services

Ms [redacted] , After reviewing the information available, it appears that representatives from [redacted] customer service department did call the number provided by Mr [redacted] , though the notes indicate no contact was madeThe reason for the phone calls is because Ovation was given Mr [redacted] phone number on a loan application submitted by a woman named [redacted] , which is delinquentI have personally researched the matter and can find no connection between Mr [redacted] and Ms [redacted] or the phone number and I have removed 314-229-from the account in [redacted] systemUnless Mr [redacted] has a connection to [redacted] borrower, [redacted] , I believe Ovation was provided with information by Ms [redacted] and I have removed the phone number and updated the account accordinglyMr [redacted] should not receive any more phone calls and on behalf of Ovation Services, I apologize for any inconvenience this may have caused him Thank you for your help and if there is anything else Ovation Services can do, please let me knowSincerely, [redacted] Default Mitigation Manager Young Collections, LLC [redacted] *** [redacted] This e-mail and any attachments are confidential and intended solely for the use of the intended recipient(s) and may be in an attempt to collect a debt and any information obtained may be used for that purposeIf you are not the intended recipient of this e-mail, please immediately notify the sender and destroy any copies of this message

Per my conversation with you this afternoon, in regards to Revdex.com Complaint ID # [redacted] filed by [redacted] * [redacted] against Ovation Services, LLC, (“Ovation”) on 6/13/2014, please accept this email as a response on behalf of Ovation Services, LLCI’m not sure what happened with the original response I submitted, but I have attached a copy of what I submitted, in case that helps track down the original response, if needed On Wednesday, 6/11/2014, [redacted] contacted Ovation regarding a release of lien for a property Ovation was servicing a loan againstMs [redacted] indicated that she needed the release on an expedited basis because she was trying to sell the propertyAt 3:p.mOvation’s customer service department forwarded to [redacted] ***, (Ovation’s legal department) an email requesting the release be prepared as soon as possible (see email “Request for Speedy ROL”)At approximately 3:pm the same day, the release of lien was returned to Ovation’s recording department for recording (see email “Re: Request for Speedy ROL”) Ovation Services is responsible for maintaining a portfolio of approximately 5,000+ loans all across [redacted] and [redacted] and in order to maintain productivity, Ovation has set days that it does certain tasks and recording documents is usually done on Fridays When situations like Ms [redacted] ’s need for an expedited release occur, Ovation will always make an exception to the standard protocol and help the borrower in any way possibleHowever, due to losing two (2) employees in the recording department the same week Ms [redacted] requested the releaseOn Monday, June 16, Ovation hired new employees for the recording department and the new hires followed protocol and the release was not submitted for recording until Friday, June 20, This release of lien has been recorded in the official property records of [redacted] County, ***, and can be located under document number [redacted] (a copy is attached for your convenience.) Ms [redacted] ’s complaint indicates she is merely seeking the release of lien for this property; Ovation has recorded this release and hopes it resolves all of Ms [redacted] ’s complaints with Ovation ServicesAdditionally, Ovation sincerely regrets any inconveniences Ms [redacted] may have encountered and apologizes for the delay in getting this release of lien recorded

Ovation Services is willing to offer Ms. [redacted] a repayment plan and attached are terms for three (3) different proposed repayment plans. Depending on which one best suits Ms. [redacted] , I believe we will be able to accommodate her request and resolve the issues.... Additionally, I spoke with Ms. [redacted] on 1/4/2017 and explained that the letter she received is just a standard letter generated by Ovation's system because her account has reached a certain number of days delinquent. The letter she received is automatically generated by the system and is not triggered by any specific person in the collections department. Ovation has recently expanded its customer service and collections team and based on the notes made on her account, the representative she spoke with is new and just didn't explain the process clearly and that has been addressed with the representative's manager. I am working with Ms. [redacted] to rectify the situation and I believe we will be able to come up with a plan that best fits Ms. [redacted] 's situation. Please contact me at [redacted] if you have any other questions or need any additional information. Sincerely, [redacted] Default Mitigation ManagerTL Legal Services

**. and **s. [redacted] , I have attached the history we obtained when your loan was purchased from KAM in May of 2014, along with the payment history for your account. Please note that we have payment history from 5/2014-2/2015 which is in the spreadsheet due to a switch in servicing platforms... that occurred in 3/2015 and then the PDF labeled history is your payment history in our current servicing platform. I understand your concern due to the timing it takes for your payments to reach our lockbox which we also changed, prior to 10/2014 our lockbox was located in [redacted] **. After October 15, 2015, we moved out lockbox to [redacted] ***. Payment can be made 24/7 by calling [redacted] and selecting option 3 or by visiting us at [redacted] , last but certainly not least you can always sign up for ACH. I have attached the form if you are interested to avoid mail issues, fees and delinquency. I apologize for all the inconvenience we may have caused you and ensure you we are dedicated to provide you with the customer service necessary to assist you with your account needs. Please do not hesitate to contact me directly. Thank you, Zitra Valenzuela Director of Operations Office: [redacted] Cell: [redacted] Fax: [redacted] Ovation Customer Service [redacted]

Ms [redacted] , Please accept this email in response to the complaint (No [redacted] ) filed by [redacted] on 11/6/ On 11/2/2015, the Operation Director for Ovation Services customer service department unexpectedly resignedSince this resignation, Ovation has changed the structure of its customer service department and created two separate teams for handling issues related with collections and other customer service issues, as well as hired a collections manager whose main purpose is to address and resolve issues such as the one Ms [redacted] experienced On 11/10/2015, the new collections manager, [redacted] ***, spoke with Ms [redacted] and was able to set her account up on a repayment plan, which was mailed to her for her review and signatureOnce she signs the RPP and sends it back, the account will be updated to reflect the terms of the repayment agreement and as long as the terms are kept, there will be no further action relating to foreclosure or collections Ovation sincerely regrets that Ms [redacted] experienced any frustrations and hopefully this has resolved all issues Thank you for your assistance and please let me know if there is anything else that can be done

Attached is the last statement mailed to Ms*** from December

Ms***, Please accept this email in response to the complaint (No***) filed by *** *** on 11/6/ On 11/2/2015, the Operation Director for Ovation Services customer service department unexpectedly resignedSince this resignation, Ovation has changed the structure
of its customer service department and created two separate teams for handling issues related with collections and other customer service issues, as well as hired a collections manager whose main purpose is to address and resolve issues such as the one Ms*** experienced On 11/10/2015, the new collections manager, *** ***, spoke with Ms*** and was able to set her account up on a repayment plan, which was mailed to her for her review and signatureOnce she signs the RPP and sends it back, the account will be updated to reflect the terms of the repayment agreement and as long as the terms are kept, there will be no further action relating to foreclosure or collections Ovation sincerely regrets that Ms*** experienced any frustrations and hopefully this has resolved all issues Thank you for your assistance and please let me know if there is anything else that can be done

Revdex.com:
Thank you very much for helping to get a response from Ovation with regard to the Lien releases that were needed for property transferOvation had indicated that it would take from one to two months for them to process the the request
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI thank the Revdex.com for their quick response
Regards,
*** ***

**and **s***, I have attached the history we obtained when your loan was purchased from KAM in May of 2014, along with the payment history for your accountPlease note that we have payment history from 5/2014-2/which is in the spreadsheet due to a switch in
servicing platforms that occurred in 3/and then the PDF labeled history is your payment history in our current servicing platform I understand your concern due to the timing it takes for your payments to reach our lockbox which we also changed, prior to 10/our lockbox was located in *** **After October 15, 2015, we moved out lockbox to *** *** Payment can be made 24/by calling *** and selecting option or by visiting us at *** , last but certainly not least you can always sign up for ACHI have attached the form if you are interested to avoid mail issues, fees and delinquency I apologize for all the inconvenience we may have caused you and ensure you we are dedicated to provide you with the customer service necessary to assist you with your account needs Please do not hesitate to contact me directly Thank you,
Zitra Valenzuela Director of Operations Office: *** *** Cell: *** *** Fax: *** *** *** *** *** *** *** *** *** ** *** *** Ovation Customer Service *** ***

After reviewing the communication between the customer service representative and Mr***, it appears there was just a misunderstanding in the explanation of the options available to Mr***What the customer service representative was trying to explain, was in order to set the
account up on a repayment plan to keep the account out of collections, a certain dollar amount towards the past due balance would have to be received from Mr***, which he could do by setting the account uo on ACH or post-dating a payment for that amountMr*** declined to do either of those options, but the representative did not clearly explain to Mr***, that he could still send any payment he wanted towards the past due balance and that Ovation will accept any payment towards the past due balance amountIf Mr*** is still interested in a repayment plan, to apologize for this confusion, Ovation will waive the foreclosure fee billed and agree to set Mr*** up on a repayment plan without requiring a down payment and/or ACH or post-dated paymentIf this is satisfactory to Mr***, if he can respond with an email address, I will contact him directly with more information regarding a repayment plan that he finds affordable

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Ms***, After reviewing the information available, it appears that representatives from *** customer service department did call the number provided by Mr***, though the notes indicate no contact was madeThe reason for the phone calls is because Ovation was given Mr
*** phone number on a loan application submitted by a woman named *** ***, which is delinquentI have personally researched the matter and can find no connection between Mr*** and Ms*** or the phone number and I have removed 314-229-from the account in *** systemUnless Mr*** has a connection to *** borrower, *** ***, I believe Ovation was provided with information by Ms*** and I have removed the phone number and updated the account accordinglyMr*** should not receive any more phone calls and on behalf of Ovation Services, I apologize for any inconvenience this may have caused him Thank you for your help and if there is anything else Ovation Services can do, please let me knowSincerely, *** *** Default Mitigation Manager Young Collections, LLC*** *** *** *** ** *** *** *** *** ***
*** * *** * *** *** * *** * *** ***
***
***
*** This e-mail and any attachments are confidential and intended solely for the use of the intended recipient(s) and may be in an attempt to collect a debt and any information obtained may be used for that purposeIf you are not the intended recipient of this e-mail, please immediately notify the sender and destroy any copies of this message

I am not sure what Mr***' is referring to with respect to an "invalid" foreclosure, but all foreclosure proceedings initiated by Ovation Services were done so in accordance with lawIf there was any issue for Mr***, it most likely stemmed from him giving the property to his
daughter and not telling her about the delinquent tax lien he had on itNonetheless, that is not the issue at handWhile it is our goal to process release of liens monthly, not doing so is not fully unreasonable and as of today, all third-quarter releases (including the release for Mr***) have been processed and sent for recording before the end of the first quarter I hope this issues resolves Mr***' complaints, but please let me know if there is anything else we can do Sincerely, *** ***Default Mitigation Manager

Ovation Services has never told Ms*** that the lien would not be released once Texas Tax Solution paid it in fullOnce the account is paid in full, Ovation will most certainly record a release of all liens it held on Ms***'s property

Ovation Services has accepted Ms. [redacted] offer of $3,100.00 and has told her that. Ms. [redacted] just needs to send the $3,100 and Ovation will close the account.

I am not sure what Mr. [redacted]' is referring to with respect to an "invalid" foreclosure, but all foreclosure proceedings initiated by Ovation Services were done so in accordance with law. If there was any issue for Mr. [redacted], it most likely stemmed from him giving the property...

to his daughter and not telling her about the delinquent tax lien he had on it. Nonetheless, that is not the issue at hand. While it is our goal to process release of liens monthly, not doing so is not fully unreasonable and as of today, all third-quarter releases (including the release for Mr. [redacted]) have been processed and sent for recording before the end of the first quarter.
 
I hope this issues resolves Mr. [redacted]' complaints, but please let me know if there is anything else we can do.
 
Sincerely,
[redacted]
Default Mitigation Manager

Ms. [redacted], After reviewing the information available, it appears that representatives from [redacted] customer service department did call the number...

provided by  Mr. [redacted], though the notes indicate no contact was made. The reason for the phone calls is because Ovation was given Mr. [redacted] phone number on a loan application submitted by a woman named [redacted], which is delinquent. I have personally researched the matter and can find no connection between Mr. [redacted] and Ms. [redacted] or the phone number and I have removed 314-229-0532 from the account in [redacted] system. Unless Mr. [redacted] has a connection to [redacted] borrower, [redacted], I believe Ovation was provided with false information by Ms. [redacted] and I have removed the phone number and updated the account accordingly. Mr. [redacted] should not receive any more phone calls and on behalf of Ovation Services, I apologize for any inconvenience this may have caused him.   Thank you for your help and if there is anything else Ovation Services can do, please let me know. Sincerely, [redacted] Default Mitigation Manager Young Collections, LLC. [redacted] 
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[redacted] This e-mail and any attachments are confidential and intended solely for the use of the intended recipient(s) and may be in an attempt to collect a debt and any information obtained may be used for that purpose. If you are not the intended recipient of this e-mail, please immediately notify the sender and destroy any copies of this message.