Perfa Clean of North Fl

Dear Ms [redacted] Thank you for reaching out to us to let us know of the discrepancy in your credit report You stated you sold your house and paid off your loan with us in May, however it is still showing up on your credit report as an active loan We’ve looked into the matter and discovered that we reported the loan was paid in full when it was paid off, however the system that submits this information to the credit bureaus failed to successfully report this information to them, causing the credit bureaus to show the loan had an outstanding balance We recently submitted an update directly to the credit bureaus to show the loan is paid in full and we expect them to update your credit report imminently We very much value your business and we never like to see a customer feel she’s been treated unfairly or inappropriately, so we regret any confusion this may have caused Please let us know if there is anything else we can do, otherwise we wish you all the best in your future endeavors Sincerely, [redacted] In-House Counsel Platinum Home Mortgage Corporation [redacted]

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I am happy to report that I will continue to recommend Platinum Home Mortgage based on them doing the right thing in this instanceIt is clear they care about maintaining good customer relationships and inconveniencing customers for mistakes they may have inadvertently madeI have done business with them for different loans and am glad they care about retaining my businessThese principles are commendable in this day and age where customer service is an oxymoron Sincerely, [redacted]

Dear Mr*** We’re sorry to hear that you were frustrated with the process in receiving your home financing through us, although I am happy to see that since your complaint, your mortgage has closed and I hope you are enjoying your new home. On November 16, 2016, you
emailed your dissatisfaction to all parties involved with your loan, and *** ***, our Senior Vice-President contacted you the next day regarding your concerns. In his letter, he described the various issues we experienced in getting your loan approved, particularly in relation to your appraisal. Once those issues were resolved, our Underwriting Department was able to approve your loan the next day. While we understand your frustration, I hope you can appreciate that there were some complications outside of our control that slowed down the loan approval process for your file In your complaint filed with the Revdex.com which we received on November 18, 2016, you also mentioned that you worked with *** ***, who you stated does not work for Platinum, and that is incorrect. Mr*** is a Platinum employee who holds several NMLS licenses, although because he was handling the file in a clerical function, he was not required to be licensed to do so. Your file was originated by *** ***, who is a Florida licensed loan originator for us. I hope this clears up any confusion about the individuals who worked on your loan file, and the capacities in which they performed If you have any further questions or concerns, please feel free to contact me at any time, otherwise, I wish you all the best in your future endeavors and thank you for your patience throughout the process Sincerely, *** *** In-House Counsel Platinum Home Mortgage Corporation ***

Mr***Thanks for your patience in allowing us to investigate the overcharges in your property taxes on your townhome which led to increased escrow fees in your mortgage payments. I’m happy to report the issue has been corrected Mr***Thanks for your patience in allowing us to
investigate the overcharges in your property taxes on your townhome which led to increased escrow fees in your mortgage payments. I’m happy to report the issue has been corrected and your monthly escrow payments have been reduced to reflect this As you mention in your complaint, the source of the escalated escrow fees was due to your *** County Tax Bill covering units instead of just the one you own. We certainly understand the frustration that comes from overpaying, are sorry you had to go through it. Obviously, this is an issue only the County can correct, however we have been in contact with them repeatedly to get this matter resolved since you informed us of the issue this past August As I’ll describe more fully below, we were initially told their assessment was correct, however they ultimately revised your tax lines and refunded you the surplus. On August 28, the County verified that to LoanCare, our servicer, that they determined the tax allocation to be correct. We then confirmed with the County on September that no adjustments were warranted, nonetheless we received a refund in the amount of $3,from the County shortly thereafter, which was of course immediately applied to your escrow account. We recently contacted the County about your taxes and have been told the County has updated the tax lines to reflect an estimated tax bill for $4,for the year, and they verbally confirmed that the units have been separated. Further, we have requested an internal analysis and your new payment amount will be $1,effective with the December payment. Once this analysis is complete, you will be sent an escrow disclosure statement by LoanCare advising you of more information.We hope this resolves your matter and, again, we regret any undue frustration this may have caused. If you have any further questions or concerns, or if you’d like to discuss this matter directly, please feel free to contact me at any time, I can be reached at ***. *** *** - In-House Counsel - Platinum Home Mortgage Corporation*** ***In-House CounselPlatinum Home Mortgage Corporation

Ms* *** Thank you for your thoughtful inquiry, and although we respectfully disagree about the $716, we have decided to stop any efforts to collect these funds from you any furtherWe believe an initial delay in the processing of the initial payment of these premiums at closing triggered
a payment by our subservicer, Loan Care, and it caused some confusion when they sought reimbursement When the insurance company received two payments, they returned those funds to you, the consumer, per their standard protocol. While we have the right to seek this reimbursement, we prefer to provide our consumers with the highest level of satisfaction, so you will receive no further requests for the return of this moneyWe hope this resolves the matter, but if not, please feel free to contact me at any time. Otherwise, wish you all the best in your future endeavors Sincerely, *** *** In-House Counsel Platinum Home Mortgage Corporation ***

Initial Business Response /* (1000, 5, 2015/08/05) */
Ms***,
We received the complaint you submitted and hereby respond to it
We certainly understand your frustration regarding the circumstances surrounding the verification of your income that led to Platinum's denial of your loanIt
is unfortunate the loan could not have been approved, and we have already refunded your appraisal fee in the full amount of $
However, we must dispute an item of fact in your complaint, which is that you state that you were "at the 'clear to close' stage", and that your "loan was approved." Unfortunately, this was not the caseOnly underwriters can approve a loan after all verifying documentation is received and substantiatedAs you correctly stated in your complaint, we were "unable to verify my income due to my employer not being able to supply this information..." By government requirements, we are required to verify a borrower's income and ability to repay a loanAbsent such, we are not allowed to approve a loan for any borrowerWhile it may be correct that you provided your income information at the beginning of the process, because your employer was unable to provide the required information, your loan could not be approvedAs this is a public forum, we do not feel it respectful of your privacy to include any additional details regarding your income or employment
Nonetheless, we can empathize with your situation, and reimbursed your appraisal fee on July in the full amount of $as stated aboveAs for your request that we reimburse your inspection fee in the amount of $350, however, we must respectfully decline to do so because we never required you to have the home inspectedInspections are completely voluntary on the part of the prospective buyer, and are not required by us for loan approvalWe certainly would have liked for things to have gone smoother with your loan application with us, and wish you all the best in your future endeavorsPlease feel free to contact me with any further questions or concerns
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can accept the response based on the full return of the appraisal fee that I received in late July of I was told by the loan officer even via email that I was in the "clear to close" phaseAs for the inspection fee, I am aware this is a service I chose to have based on the fact that I was about to purchase a homeAll that I ask is that your company along with the loan officers advised potential buyers with the correct information and not to mislead themI have wasted a lot of time and money throughout this processBefore a preapproval is given to a buyer all information should have been verified, not after money and time has been wasted

Initial Business Response /* (1000, 5, 2015/06/29) */
In response to this complaint you filed with the Revdex.com, we want you to know that we take your concerns very seriously and have reviewed the transaction history. Certainly, we can respect your desire for a quick closing on the...

sale of your property, but there are many underwriting and regulatory conditions that must be satisfied before closing, any of which can cause an unexpected delay in the process. As I'm sure your realtor made you aware last week, this transaction had to be cancelled (after your complaint was reported). Unfortunately because the borrower is our customer, due to consumer privacy laws we are unable to comment further on the transaction.

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.
Sincerely,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I am happy to report that I will continue to recommend Platinum Home Mortgage based on them doing the right thing in this instance. It is clear they care about maintaining good customer relationships and inconveniencing customers for mistakes they may have inadvertently made. I have done business with them for 3 different loans and am glad they care about retaining my business. These principles are commendable in this day and age where customer service is an oxymoron.
Sincerely,
[redacted]

Dear Ms. [redacted]   Thank you for reaching out to us to let us know of the discrepancy in your credit report.  You stated you sold your house and paid off your loan with us in May, however it is still showing up on your credit report as an active loan.  We’ve looked into the matter and...

discovered that we reported the loan was paid in full when it was paid off, however the system that submits this information to the credit bureaus failed to successfully report this information to them, causing the credit  bureaus to show the loan had an outstanding balance.  We recently submitted an update directly to the credit bureaus to show the loan is paid in full and we expect them to update your credit report imminently.   We very much value your business and we never like to see a customer feel she’s been treated unfairly or inappropriately, so we regret any confusion this may have caused.  Please let us know if there is anything else we can do, otherwise we wish you all the best in your future endeavors.   Sincerely,   [redacted] In-House Counsel Platinum Home Mortgage Corporation [redacted]