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 changed. Ms. [redacted] has an obligation of $351.80 per...

month and she is currently past due 6 monthly payments. Without 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 $100.00 a month cannot be accommodated. Further, 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 circumstances. If 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 her. Sincerely, [redacted] Default Mitigation Manager

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

**. 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]

Revdex.com:**Please keep confidential the attachments provided by the company.  Posting this information for public viewing could result in identity theft. and/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 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 Manager
TL Legal Services

Per my conversation with you this afternoon, in regards to Revdex.com Complaint ID # [redacted] filed by [redacted] against Ovation Services, LLC,  (“Ovation”) on 6/13/2014, please accept this email as a response on behalf of Ovation Services, LLC. I’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 against. Ms. [redacted] indicated that she needed the release on an expedited basis because she was trying to sell the property. At 3:12 p.m. Ovation’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 3:24 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 possible. However, due to losing two (2) employees in the recording department the same week Ms.  [redacted] requested the release. On 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, 2014. This release of lien has been recorded in the official property records of [redacted] County, [redacted], 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 Services. Additionally, 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

Revdex.com:
**Please keep confidential the attachments provided by the company.  Posting this information for public viewing could result in identity theft. and/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]

Complaint: [redacted]
I am rejecting this response because: I have received my statement if account & Texas Tax Solutions will take over the loan if Ovation Services would just Transfer the loan to them then it will be paid off to Ovation Services & I will be done with them which is what I want. Im so sick & tired of Ovation Services not even bending a little to help people out. I feel like they are out to get me & they want my house
Regards,
[redacted]

Ms. [redacted],   Please accept this email in response to the complaint (No. [redacted]) filed by [redacted] on 11/6/2015.   On 11/2/2015, the Operation Director for Ovation Services customer service department unexpectedly resigned. Since 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 signature. Once 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.

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