Please see the attached letter.Dear ***:We are writing in response to the Revdex.com complaint dated 7/24/15, regarding the abovereferenced loan.As we stated in our original letter dated 7/8/15, even though *** *** ***, Inc.dropped the PMI collection from your monthly payment in error, they were still making the monthlyPMI payments from your escrow account in order to keep your account currentThis discrepancy causeda shortage in your accountWhen your account was analyzed by Seneca Mortgage Servicing LLC, theshortage was discovered and you were given the option to pay the shortage up front or split it over 12months to be collected with your monthly paymentSince you paid the shortage in full on 4/4/15, yourmonthly payment was reduced to $1,effective 5/1/15.We apologize for any confusion this may have caused.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com
Attention: *** Ext
To Whom It May Concern :
October 1,
Seneca Mortgage Servicing LLC acquired Ms*** loan on May 1, After the transfer of
servicing there is a 60-day "grace period" in which Seneca will not assess any late charges or mark
any
derogatory credit marks against our customersHowever, during this time, the borrower is still required
to make their monthly payments as scheduledMs*** prior servicer, Guaranteed Rate, Inc., sent
her a copy of an escrow analysis completed in December In accordance with the escrow
statement, her payment changed to $1,effective February 1, due to the increase in tax and
Hazard insurance disbursements made on her behalfStarting in February the payments increased
to $ 1,987.97; however, only $ 1,payments were being paidAs a result, Guaranteed Rate
withdrew the difference from her escrow deposits in order to complete the monthly paymentsEnclosed
is a copy of the escrow statement and payment history from Ms*** prior servicer for your
reference
When Ms*** loan was transferred to Seneca Mortgage Servicing LLC in May 2014, the loan was
re-analyzed within 60-days of the transfer, per service transfer guidelinesOur records indicate a drop in
her payment to $ 1,effective September 1, The monthly escrow collection decreased
$ 153.20; however, a shortage was created because the prior servicer had withdrawn monies from her
escrow payments as explained aboveAs of the date of this letter, Ms*** 's loan is due for the
October 1, payment in the amount of $ 1,Seneca received her payment of $,on
August 18, 2014, which was placed into suspense until such time as we received the remaining portion
of the September payment of $ on September 24, A copy of Seneca's escrow analys is,
dated June 25, 2014, has also been included with this letter
Additionally, Seneca does accept auto-drafting (ACH)A copy of our Welcome letter is included with
this letterACH paperwork was sent along with the Welcome letter in order to make loan payments
more convenient for our customersAs well, borrowers can make payments on our website at
senecaservicing.comShould Ms*** decide to sign up for ACH, she can send the completed form
along with a voided check to the address listed aboveSeneca will send her a letter confirming the date
that her automatic payments will commence
We sincerely apologize for any inconvenience Ms*** may have experienced thus farSeneca
strives to provide excell ent customer service and we do value our relationship with her, and trust that her
future dealings with Seneca Mortgage Servicing will be more positive
If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:
AM to 10:PM Eastern Standard Time and Fridays from 8: AM to 5:PM Eastern Standard Time
Sincerely,
Customer Service Department
Seneca Mortgage Servicing LLC
June 11, 2015Seneca Mortgage Servicing LLC has made multiple phone calls to the borrower in an attempt to get thisrectified with no response from the borrowerWe have confirmed with *** that they did receivethe following payments and returned them to the borrower as follows:• 01/30/15-Check #
***-Check from the Borrower• 02/13/15-Check # ***-Check from the Borrower• 02/27/15-Check # ***-Check from the Borrower• 03/03/15-Check # 0***-Check from the Borrower• 03/13/15-Check # ***-Check from the Borrower• 03/26/15-Check # ***- A check drawn by ***• 04/16/15-Check # ***- A check drawn by ***Please note that the same checks kept coming back as the borrower's address was incorrect whichexplains why the same check numbers are listedThis incorrect address is also the address that theWelcome Letters and Goodbye Letters were being sentSeneca has attempted to contact the customer toadvise that he would need to place a stop payment on the missing payments and we could process thepayments over the phone to bring the account currentThe customer did speak with an agent at Senecaand was advised of the transfer however the borrower continued to send another payment to ***which will be forwarded to us from ***We have enclosed copies of the Goodbye letter from*** along with the Welcome package from SenecaThe customer did update his address overthe phone with a customer service agent, but unfortunately mail is still being returned to us from thataddress also.Seneca is willing to work with the customer provided that the customer updates his bill payment addressso the payments come to Seneca and that he places the stop payments on the missing checks and makesthe payments needed to bring the account currentOnce this is complete we will remove the latecharges associated with this issue along with the negative credit bureau reportingSeneca also needs acorrect mailing address to send correspondence in order for the customer's future dealings with Senecato be a more positive experience.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Dear ***:
September 12,
We sincerely apologize for any inconvenience Mr*** *** and Ms*** ***
may have experienced thus farSeneca strives to provide excellent customer service and we do
value our new relationship with the ***'s, and trust that their future
dealings with Seneca
Mortgage Servicing LLC will be more positiveAs of the date of this letter, Seneca Mortgage
Servicing LLC has received proof of Mrand MsMarkovic's Homeowners Insurance Policy
We have removed the Lender Place Policy and applied a full refund on the loanAs of July 31,
2014, the escrow account has been removed and the monthly mortgage payment has been
adjusted to reflect a Principal and Interest payment of$The loan is showing due for
October 1,in the amount of$
If we can be of further assistance, please call us at (866) 919-5608, Monday through Thursday
from 8: AM to 10:PM Eastern Standard Time and Fridays from 8: AM to :PM
Eastern Standard Time
Sincerely,
Customer Service Department
Seneca Mortgage Servicing LLC
We are writing in response to Revdex.com complaint *** regarding the above referenced loan.Seneca Mortgage Servicing LLC is in receipt of Mrand Mrs***’s Revdex.com complaint dated 4/14/On 3/2/a payoff statement was issued as requested, identifying the payoff amount good through 3/16/in the amount of $306,As set forth on this payoff statement, Mrand Mrs*** had an escrow overdraft in the amount of $262.99, and a pro rata PMI charge of $At the time of origination of their mortgage loan, Mrand Mrs*** agreed to defer the initial PMI payment in the amount of $until the payoff of their loan, which is identified on the payoff statementOn 3/10/a PMI payment in the amount of $for March was disbursed from escrow, thereby increasing the escrow advance balance from $to $Payoff funds were received in the amount of $306,583.76, on 3/15/2016, and the funds were applied as follows, $304,to satisfy the unpaid principal balance; $1,to satisfy interest due and $was applied to escrow, bringing the escrow balance to $This amount represents a single day’s interest, as the loan was paid one day prior to the payoff date set forth on the payoff statementThe funds remaining in escrow were insufficient to satisfy the final deferred PMI payment in the amount of $Seneca advanced funds in the amount of $to satisfy the escrow funds advanced and complete the payoff of their loan on 4/29/Attached, for your reference is a copy of the payoff statement referenced above, the PMI certificate from origination and a copy of the payment history outlining the above disbursements and funds application.Please note that Mrand Mrs*** did not have an escrow balance of $1,As set forth on the payoff statement, on 3/16/the escrow account had a negative balance of $The attached payment history sets forth the payments made from the escrow account, including the payment for county taxes made on 2/1/in the amount of $2,182.01. If we can be of further assistance, please call us at *** *** Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
March 30, 2015We are writing in response to your recent customer service inquiry regarding the above referenced loan.Seneca Mortgage Servicing LLC has reviewed Mrand Ms*** loan and determined that based onthe investor Freddie Mac guidelines, Mrand Ms*** are required to have unit
policy should theirHOA Policy not cover the betterments and/or improvementsEnclosed is a copy of Freddie MacInsurance requirements for your referenceIf Seneca cannot verifY the adequate coverage has beenobtained and remains in force, we are obligated by Freddie Mac to ensure that a Lender-Placed Policy(LLP) is put in force to cover the required insurable amountSeneca has received an HOApolicy;however, the policy is lacking the mUltiple items required by FHLMC, including boiler and machineryequipment breakdown coverageUpon further review, within the HOA agreement, Article X, section 4states that borrowers are responsible to maintain their own insuranceEnclosed is a copy of Mrand Ms.*** Condo Insurance Agreement for your referenceAs of the date of this letter Seneca has receivedproof of insurance for HOA Policy, Unit policy and Wind coverage.Ifwe can be offUlther assistance, please call us at ###-###-####, Monday through Thursday from 8: 15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Seneca Mortgage is not operating in good faithThey deleted 4,from my account on 04-01-2015, yet they report sending a check on 04-15-2015....please explain the theft of my money for daysThis is unacceptableIn addition, Seneca Mortgage pain my county taxes on April They are not due until October Having paid them early denotes a poor management of my funds, wherein I could have enjoyed the interest benefit of holding my money for an additional six monthsThe is company is corruptThey lie, cheat, and steal and I expect a FULL investigation. Regards,
*** ***
The servicing of this loan has been transferred to Nationstar Mortgage. I forwarded this complaint to them and advised them to reach-out to *** ***. Thank you!
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, however is the response posted for the public to see? I see Seneca put our loan number, name, address, loan balance, etcon their letter This is NOT for public viewing Please let me know if this response letter is posted for public consumption in any way
Regards,
*** ***
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.
I am requesting the " Declaration Page" from *** Insurance because they charged me during that period time If *** does not give me the Declaration then they should refund to me the amount that they charged me without coveraged.According to my conversation with Seneca representative, if I have the Declaration from ***, then Seneca will refund to me Seneca representative also help me contacting the ***, and *** representative said that they will fax to Seneca.I called back Seneca on June 21, 2016, Seneca said they have not receive the Fax from *** yet Then I called ***, they said that they requested BaOffice, it takes 7-business days, they will FAX to me.I don't know the outcome, let's wait to see if *** can keep their promise or not If after days, they don't give me the Declaration, then I will file Revdex.com ***.Thanks Revdex.com and Seneca
Regards,
*** ***
February 11,2015We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID ***Upon review of *** * *** and *** * *** account it has been determinedSeneca Mortgage Servicing LLC received a physical check from Mrand Ms
*** bankinstitution due to Seneca does not accept electronic paymentsTherefore, Mrand Ms.***bank cuts a physical check and mails the payment to Seneca on Mrand Ms*** behalf.Please be advised from that it can take 7/business days when the payment is made by MrandMs*** bank until the actual time the payment is received by SenecaAs a one-timecourtesy, Seneca has waived the late charge of $from Mrand Ms*** loan, thecurrent late fee balance is $As of the date of this letter Mrand Ms*** loan iscurrently showing due for February 1,in the amount of $I,If Mr& Mrs***would prefer to set up monthly recurring payment with their personal bank, they should forwardpayment to:Seneca Mortgage Servicing LLCP.OBox 454Depew, N.Y.14043Attn: Payment ProcessingWe sincerely apologize for any inconvenience Mrand Ms*** may have experienced thusfarSeneca strives to provide excellent customer service and we do value our new relationshipwith their, and trust that their future dealings with Seneca Mortgage Servicing LLC will be morepositive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursdayfrom 8:AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
December 1, 14Seneca Mortgage Servicing LLC acquired the se rvicing of your mortgage in November At thattime, there was no escrow account set up for your loan; however, in June 2014, Seneca discovered thatthere were delinquent taxes due on your propertyIn accordance with your original
Mortgage, Senecahas the right to establish an escrow account should we learn of the existence of any delinquent tax orinsurance paymentsOn June 3, Seneca sent a check in the amount of $2,to EmanualCounty for the payment of delinquent taxes.Because your prior servicer, Central Loan Administration & Reporting (CENLAR), was not collectingfor any escrow items, the payment of taxes created a shortage to your escrow accountAn escrowanalysis was completed in June In accordance with the escrow statement, your payment increaseddue to the shortage, as well as payment for your taxesAdditionally, your property is located in aFEMA designated flood zone and therefore requires flood insuranceOn July 21, 2014, Seneca sent aletter advising you that we did not have proof of flood insurance for your homeA second letter was senton August 19, notifying you that you had not provided proof of flood insurance and that we wouldforce place lender flood insurance should we not receive evidence that a flood policy existsSeneca hasan obligation to protect our interest in the property and follow Federal lawTherefore, forced place floodinsurance coverage was added to your escrow and the escrow account was re-analyzedYour updatedpayment, effective December 1, 2014, is $ 1,This amount includes the repayment of the shortageas well as the forced placed flood premiumShould you already have flood insurance, please fax proofof your policy to us at ###-###-####As well, if you have proof that your taxes were paid on time,please send us a copy of the receipt and a full refund will be madeCopies of both escrow analyses'have been included for your reference.We sincerely apologize for any inconvenience you may have experienced thus farSeneca strives toprovide excellent customer service and we do value our relationship with you, and trust that your futuredealings with Seneca Mortgage Servicing will be more positive.[f we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC has completed our research
attached is our response letterThank you 4.29.2015 Dear ***:We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID ***.Upon review of *** *** account,
it has been determined that Seneca MortgageServicing LLC received a physical check from Ms*** banking institution on March 17,Therefore, Ms***' s bank cuts a physical check and mails the payment to Seneca onMs*** behalfEnclosed is a copy of the check received on March 17,Since a checkis mailed please note it can take 7/business days from when the payment is made by Ms.*** through her bank until the actual time the payment is received by SenecaSeneca haswaived the late fee of$that was assessed on March 16,as a one-time courtesy.Per Ms*** original Note, the regular monthly payment is due on the st of each month.Ifthe full amount of any monthly payment is not received by the end of calendar days after thedate it is due, a late charge will be assessedEnclosed is a copy of Ms*** Note for herreference.For Online Banking or Internet Bill Pay, Ms*** would need to check with her bankinginstitution to see if Seneca Mortgage Servicing LLC is included in their list of availableinstitutions, offering online bill pay, which would avoid a check being mailed to Seneca and saveany mailing delays.Seneca Mortgage Servicing LLC sincerely apologizes for any inconvenience Ms*** mayhave experienced thus farSeneca strives to provide excellent customer service and we do valueour new relationship with her, and trust that her future dealings with Seneca Mortgage ServicingLLC will be more positive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursdayfrom 8:AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
March 2016To Whom it May Concern,This correspondence addresses the continued questionable business practices exercisedby Seneca Mortgaging ServicesIt has been my initial claim that the company would notclearly address my request to exclude my insurance payment from the monthly homepayment (currently inclusive of escrowed monies for insurance and taxes)Ultimatelywith Seneca's last correspondence sent to the Revdex.com (December(attached) the company retracted its June letter that provided the yearcondition on my having to keep the loan configured as it was originally - but thisinformation was NOT sent to me in December)Finally on February (attached)Seneca sent a letter recapitulating notes from the "December letter" along witha statement that the actual December letter was included; it was not enclosedThiscompany's customer service is unresponsive or at best very slow to address customerconcernsThey use a series of shifts between departments to provide information thatis not corroborated across their departmentsThey habitually make untruthfulstatements regarding their actions and with this December letter to the Revdex.comthey continue to do that.The letter sent to the Revdex.com on DEC culminates the unethical, unresponsivenessand lack of professionalism exercised within this companyThey continue tomisrepresent their actionsAlong with never dispatching the December letterto me, Seneca's statement that updated insurance information has not yet beenreceived is untrueSeneca confirmed receipt of that information on December 3, 2015.Amazing that in December 2016, they don't know that they have this information.What follows are just a few notes of the customer service this company has presentedto meI cease recapping at the June timeframe because the like experiences go onand onI have however included a January letter (attached) from Seneca statingthat they had included a requested escrow analysis that in that letter - it was notincludedAfter requesting it again, it was subsequently sent on March 20, 2016(attached)This again characterizes the unprofessional way the company responds toits clients.• My dialogue began in March of after a transfer of my loan to Seneca from*** *** (where we had begun to recast my loan)They informed me that theprocess could be continued with SenecaIt began with a "Monica" on MAR 2015who because of a language barrier could not address the questions regarding changingthe escrowed monies (I spoke English and she spoke Spanish with some English)Irepeatedly asked for another agent but was not supported on that requestI wasfaplaced on hold for a significant amount of time and then she returned to the line, stillcould not answer the question and committed to call me in a few daysShe did not.• I called back on April and spoke with Briget who was very informative.She advised me to send a written request of intent to sever the insurance from thebase monthly paymentWe also discussed an escrow analysis and I was told that arefund check should be expected from overpayment proceeds for the insurance.• I attempted to follow up on the process to stiil cancel the escrowed insurancemoney collection -first with a letter on May 2015, after no response then a call onMay (spoke first with Lisa who passed me to Indira (loan specialist) statedSeneca's non receipt of my letter, was then passed to John who connected to theinsurance department to speak with Jenny (at that time I was told that the currentSeneca practice is that the loan department does not "talk" with the insurancedepartment regarding their respective areas so John's query to that department wasthe first follow up to my request; they "found" the letter but stated that it was simplyfiled when as it was not signed; I was advised to send a fax} that then resulted in thedispatch of a fax on that day.• On June I received a letter from Seneca stating that my requestregarding cancellation of the escrow collection of the insurance could not beaccommodated because of a non-lapse of years from the date of origination from theloan.• Because my loan was one sold to Seneca and had been in effect for longer than 5years, I thought that this procedure did not apply to my loan so I attempted to getclarification...and the "run around for information with Seneca continued".Again, it is important that this company make a reasonable attempt to support itsclients in a professional wayI would like to have the reply to the original questionregarding the specifics of recasting the loan to include leaving the insurance out of theescrowIt would be most appreciated if Seneca can do that with a straightforward replystating all conditions in plain EnglishI also respectfully suggest that they improve theircustomer service and earnestness in their business practices.Thank you.** ***
Regards,
*** ***
To Whom It May Concern: The Verification of Mortgage has been sent to the third party as requested. Thank you,Seneca Mortgage Servicing LLCDecember 29,
Dear ***We are writing in response to the Revdex.com complaint number ***, filed on December 23, 2013.After review of the loan, Seneca Mortgage Servicing LLC has determined that all reporting of the loan made by Seneca to the credit bureaus has been made accurately,
and in fairnessMr***’ name and signature appears on the Loan Modification Agreement dated October 7, By virtue of Mr*** signing the Loan Modification Agreement, he became an obligated borrower to the loan, and as such, is to be reported to the credit bureausTherefore, we will not consent to any changes to the loan’s credit reporting history for the time that it was serviced by Seneca.If we can be of further assistance, please call us at *** ***, Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not agree with Seneca's findings for the
following reasonsThey have shown that they are not competent at handling escrow accounts and they also showed that they have no disregard for my money whatsoeverBy their own admission, they paid a bill that they had been informed should not be paid and admitted to having those notes in their fileThey failed to correct the issue and said it was my problem to deal with itThey made me spend hours on the phone trying to figure out what had happened to my escrow money, then further time on the phone trying to sort out the refund from *** ***After this, I then had to make a separate deposit to put the money back where it should have been.The insurance payment was not due for another two weeks after they paid itThe contract from *** ***, which they clearly admitted to having in their possession stated that the policy did not expire until the 11th August, yet they chose to pay a policy they knew they should not pay days earlyFurthermore, when they received the "incomplete" bill from American Risk, they did not follow up with a phone call to me or the company, and they took the easy option of paying the bill they knew should not have paidThey illegally took money out of my escrow account and for all the above reasons, I do not want them managing my escrow account anymoreAs a CPA who deals with multi million dollar accounts on a daily basis and also has a credit score approaching 800, I am far more competent than Seneca is at managing my escrow account.While they state that I have a legal right to keep my escrow account, they have a legal right to exercise professional due care and competence while managing that accountThey have failed to show either of these items and have admitted to this in their responseThey have also failed to offer any kind of apology which is why I refuse to accept their answerFurthermore Section of the policy documents does legally show that they are able to release me from the escrow account; they are just choosing not toIt is their responsibility to act in my best interests and they have shown and admitted that they have been unable to do that.I will be pursuing further action that will include the release of the escrow account into my own care, as well as a claim for the time that I wasted because of their lack of competenceSo far I have spent about hours trying to get this issue resolved, not including anything to do with the escrow release, so I will be sending them a bill for my time charged at my hourly rateFailure to pay that bill within days and failure to release my escrow account into my own care will result in further remedial action being pursued
Regards,
*** ***
.We are writing in response to the Revdex.com complaint number ***, filed on June 3, by Peter * ***. After review of the loan, it has been determined that as part of the terms of Mr***'s March 2009 Chapter Bankruptcy Petition, Mr*** surrendered the
property to Bank of America upon the discharge of his bankruptcyPlease be advised that although Mr*** surrendered the property, Bank of America continued to service the loan and maintain the property until they transferred the servicing of the loan to Seneca Mortgage Servicing LLC on 7/25/Seneca then continued to service the loan and maintain the property until the REO Liquidation of the loan was completed on 4/14116. Although Mr*** had not occupied the home since the property was surrendered in accordance with the terms of his bankruptcy filing, the loan was erroneously reported to the credit bureaus by Seneca each month from 10/to 4/5/Please be aware that we have submitted the appropriate corrections to the credit bureaus to remove the credit reporting of Mr***'s loan for the time period that it has been serviced by SenecaWe apologize for any inconvenience that this may have caused. If we can be of further assistance, please call us at *** ***, Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Please see the attached letter.Dear ***:We are writing in response to the Revdex.com complaint dated 7/24/15, regarding the abovereferenced loan.As we stated in our original letter dated 7/8/15, even though *** *** ***, Inc.dropped the PMI collection from your monthly payment in error, they were still making the monthlyPMI payments from your escrow account in order to keep your account currentThis discrepancy causeda shortage in your accountWhen your account was analyzed by Seneca Mortgage Servicing LLC, theshortage was discovered and you were given the option to pay the shortage up front or split it over 12months to be collected with your monthly paymentSince you paid the shortage in full on 4/4/15, yourmonthly payment was reduced to $1,effective 5/1/15.We apologize for any confusion this may have caused.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com
Attention: *** Ext
To Whom It May Concern :
October 1,
Seneca Mortgage Servicing LLC acquired Ms*** loan on May 1, After the transfer of
servicing there is a 60-day "grace period" in which Seneca will not assess any late charges or mark
any
derogatory credit marks against our customersHowever, during this time, the borrower is still required
to make their monthly payments as scheduledMs*** prior servicer, Guaranteed Rate, Inc., sent
her a copy of an escrow analysis completed in December In accordance with the escrow
statement, her payment changed to $1,effective February 1, due to the increase in tax and
Hazard insurance disbursements made on her behalfStarting in February the payments increased
to $ 1,987.97; however, only $ 1,payments were being paidAs a result, Guaranteed Rate
withdrew the difference from her escrow deposits in order to complete the monthly paymentsEnclosed
is a copy of the escrow statement and payment history from Ms*** prior servicer for your
reference
When Ms*** loan was transferred to Seneca Mortgage Servicing LLC in May 2014, the loan was
re-analyzed within 60-days of the transfer, per service transfer guidelinesOur records indicate a drop in
her payment to $ 1,effective September 1, The monthly escrow collection decreased
$ 153.20; however, a shortage was created because the prior servicer had withdrawn monies from her
escrow payments as explained aboveAs of the date of this letter, Ms*** 's loan is due for the
October 1, payment in the amount of $ 1,Seneca received her payment of $,on
August 18, 2014, which was placed into suspense until such time as we received the remaining portion
of the September payment of $ on September 24, A copy of Seneca's escrow analys is,
dated June 25, 2014, has also been included with this letter
Additionally, Seneca does accept auto-drafting (ACH)A copy of our Welcome letter is included with
this letterACH paperwork was sent along with the Welcome letter in order to make loan payments
more convenient for our customersAs well, borrowers can make payments on our website at
senecaservicing.comShould Ms*** decide to sign up for ACH, she can send the completed form
along with a voided check to the address listed aboveSeneca will send her a letter confirming the date
that her automatic payments will commence
We sincerely apologize for any inconvenience Ms*** may have experienced thus farSeneca
strives to provide excell ent customer service and we do value our relationship with her, and trust that her
future dealings with Seneca Mortgage Servicing will be more positive
If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:
AM to 10:PM Eastern Standard Time and Fridays from 8: AM to 5:PM Eastern Standard Time
Sincerely,
Customer Service Department
Seneca Mortgage Servicing LLC
June 11, 2015Seneca Mortgage Servicing LLC has made multiple phone calls to the borrower in an attempt to get thisrectified with no response from the borrowerWe have confirmed with *** that they did receivethe following payments and returned them to the borrower as follows:• 01/30/15-Check #
***-Check from the Borrower• 02/13/15-Check # ***-Check from the Borrower• 02/27/15-Check # ***-Check from the Borrower• 03/03/15-Check # 0***-Check from the Borrower• 03/13/15-Check # ***-Check from the Borrower• 03/26/15-Check # ***- A check drawn by ***• 04/16/15-Check # ***- A check drawn by ***Please note that the same checks kept coming back as the borrower's address was incorrect whichexplains why the same check numbers are listedThis incorrect address is also the address that theWelcome Letters and Goodbye Letters were being sentSeneca has attempted to contact the customer toadvise that he would need to place a stop payment on the missing payments and we could process thepayments over the phone to bring the account currentThe customer did speak with an agent at Senecaand was advised of the transfer however the borrower continued to send another payment to ***which will be forwarded to us from ***We have enclosed copies of the Goodbye letter from*** along with the Welcome package from SenecaThe customer did update his address overthe phone with a customer service agent, but unfortunately mail is still being returned to us from thataddress also.Seneca is willing to work with the customer provided that the customer updates his bill payment addressso the payments come to Seneca and that he places the stop payments on the missing checks and makesthe payments needed to bring the account currentOnce this is complete we will remove the latecharges associated with this issue along with the negative credit bureau reportingSeneca also needs acorrect mailing address to send correspondence in order for the customer's future dealings with Senecato be a more positive experience.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Dear ***:
September 12,
We sincerely apologize for any inconvenience Mr*** *** and Ms*** ***
may have experienced thus farSeneca strives to provide excellent customer service and we do
value our new relationship with the ***'s, and trust that their future
dealings with Seneca
Mortgage Servicing LLC will be more positiveAs of the date of this letter, Seneca Mortgage
Servicing LLC has received proof of Mrand MsMarkovic's Homeowners Insurance Policy
We have removed the Lender Place Policy and applied a full refund on the loanAs of July 31,
2014, the escrow account has been removed and the monthly mortgage payment has been
adjusted to reflect a Principal and Interest payment of$The loan is showing due for
October 1,in the amount of$
If we can be of further assistance, please call us at (866) 919-5608, Monday through Thursday
from 8: AM to 10:PM Eastern Standard Time and Fridays from 8: AM to :PM
Eastern Standard Time
Sincerely,
Customer Service Department
Seneca Mortgage Servicing LLC
We are writing in response to Revdex.com complaint *** regarding the above referenced loan.Seneca Mortgage Servicing LLC is in receipt of Mrand Mrs***’s Revdex.com complaint dated 4/14/On 3/2/a payoff statement was issued as requested, identifying the payoff amount good through 3/16/in the amount of $306,As set forth on this payoff statement, Mrand Mrs*** had an escrow overdraft in the amount of $262.99, and a pro rata PMI charge of $At the time of origination of their mortgage loan, Mrand Mrs*** agreed to defer the initial PMI payment in the amount of $until the payoff of their loan, which is identified on the payoff statementOn 3/10/a PMI payment in the amount of $for March was disbursed from escrow, thereby increasing the escrow advance balance from $to $Payoff funds were received in the amount of $306,583.76, on 3/15/2016, and the funds were applied as follows, $304,to satisfy the unpaid principal balance; $1,to satisfy interest due and $was applied to escrow, bringing the escrow balance to $This amount represents a single day’s interest, as the loan was paid one day prior to the payoff date set forth on the payoff statementThe funds remaining in escrow were insufficient to satisfy the final deferred PMI payment in the amount of $Seneca advanced funds in the amount of $to satisfy the escrow funds advanced and complete the payoff of their loan on 4/29/Attached, for your reference is a copy of the payoff statement referenced above, the PMI certificate from origination and a copy of the payment history outlining the above disbursements and funds application.Please note that Mrand Mrs*** did not have an escrow balance of $1,As set forth on the payoff statement, on 3/16/the escrow account had a negative balance of $The attached payment history sets forth the payments made from the escrow account, including the payment for county taxes made on 2/1/in the amount of $2,182.01. If we can be of further assistance, please call us at *** *** Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Please be advised that this loan has been transferred to *** Mortgage, LLC effective 9/01/All complaints have been forwarded to *** Thank you
March 30, 2015We are writing in response to your recent customer service inquiry regarding the above referenced loan.Seneca Mortgage Servicing LLC has reviewed Mrand Ms*** loan and determined that based onthe investor Freddie Mac guidelines, Mrand Ms*** are required to have unit
policy should theirHOA Policy not cover the betterments and/or improvementsEnclosed is a copy of Freddie MacInsurance requirements for your referenceIf Seneca cannot verifY the adequate coverage has beenobtained and remains in force, we are obligated by Freddie Mac to ensure that a Lender-Placed Policy(LLP) is put in force to cover the required insurable amountSeneca has received an HOApolicy;however, the policy is lacking the mUltiple items required by FHLMC, including boiler and machineryequipment breakdown coverageUpon further review, within the HOA agreement, Article X, section 4states that borrowers are responsible to maintain their own insuranceEnclosed is a copy of Mrand Ms.*** Condo Insurance Agreement for your referenceAs of the date of this letter Seneca has receivedproof of insurance for HOA Policy, Unit policy and Wind coverage.Ifwe can be offUlther assistance, please call us at ###-###-####, Monday through Thursday from 8: 15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Seneca Mortgage is not operating in good faithThey deleted 4,from my account on 04-01-2015, yet they report sending a check on 04-15-2015....please explain the theft of my money for daysThis is unacceptableIn addition, Seneca Mortgage pain my county taxes on April They are not due until October Having paid them early denotes a poor management of my funds, wherein I could have enjoyed the interest benefit of holding my money for an additional six monthsThe is company is corruptThey lie, cheat, and steal and I expect a FULL investigation. Regards,
*** ***
The servicing of this loan has been transferred to Nationstar Mortgage. I forwarded this complaint to them and advised them to reach-out to *** ***. Thank you!
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, however is the response posted for the public to see? I see Seneca put our loan number, name, address, loan balance, etcon their letter This is NOT for public viewing Please let me know if this response letter is posted for public consumption in any way
Regards,
*** ***
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.
I am requesting the " Declaration Page" from *** Insurance because they charged me during that period time If *** does not give me the Declaration then they should refund to me the amount that they charged me without coveraged.According to my conversation with Seneca representative, if I have the Declaration from ***, then Seneca will refund to me Seneca representative also help me contacting the ***, and *** representative said that they will fax to Seneca.I called back Seneca on June 21, 2016, Seneca said they have not receive the Fax from *** yet Then I called ***, they said that they requested BaOffice, it takes 7-business days, they will FAX to me.I don't know the outcome, let's wait to see if *** can keep their promise or not If after days, they don't give me the Declaration, then I will file Revdex.com ***.Thanks Revdex.com and Seneca
Regards,
*** ***
February 11,2015We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID ***Upon review of *** * *** and *** * *** account it has been determinedSeneca Mortgage Servicing LLC received a physical check from Mrand Ms
*** bankinstitution due to Seneca does not accept electronic paymentsTherefore, Mrand Ms.***bank cuts a physical check and mails the payment to Seneca on Mrand Ms*** behalf.Please be advised from that it can take 7/business days when the payment is made by MrandMs*** bank until the actual time the payment is received by SenecaAs a one-timecourtesy, Seneca has waived the late charge of $from Mrand Ms*** loan, thecurrent late fee balance is $As of the date of this letter Mrand Ms*** loan iscurrently showing due for February 1,in the amount of $I,If Mr& Mrs***would prefer to set up monthly recurring payment with their personal bank, they should forwardpayment to:Seneca Mortgage Servicing LLCP.OBox 454Depew, N.Y.14043Attn: Payment ProcessingWe sincerely apologize for any inconvenience Mrand Ms*** may have experienced thusfarSeneca strives to provide excellent customer service and we do value our new relationshipwith their, and trust that their future dealings with Seneca Mortgage Servicing LLC will be morepositive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursdayfrom 8:AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
December 1, 14Seneca Mortgage Servicing LLC acquired the se rvicing of your mortgage in November At thattime, there was no escrow account set up for your loan; however, in June 2014, Seneca discovered thatthere were delinquent taxes due on your propertyIn accordance with your original
Mortgage, Senecahas the right to establish an escrow account should we learn of the existence of any delinquent tax orinsurance paymentsOn June 3, Seneca sent a check in the amount of $2,to EmanualCounty for the payment of delinquent taxes.Because your prior servicer, Central Loan Administration & Reporting (CENLAR), was not collectingfor any escrow items, the payment of taxes created a shortage to your escrow accountAn escrowanalysis was completed in June In accordance with the escrow statement, your payment increaseddue to the shortage, as well as payment for your taxesAdditionally, your property is located in aFEMA designated flood zone and therefore requires flood insuranceOn July 21, 2014, Seneca sent aletter advising you that we did not have proof of flood insurance for your homeA second letter was senton August 19, notifying you that you had not provided proof of flood insurance and that we wouldforce place lender flood insurance should we not receive evidence that a flood policy existsSeneca hasan obligation to protect our interest in the property and follow Federal lawTherefore, forced place floodinsurance coverage was added to your escrow and the escrow account was re-analyzedYour updatedpayment, effective December 1, 2014, is $ 1,This amount includes the repayment of the shortageas well as the forced placed flood premiumShould you already have flood insurance, please fax proofof your policy to us at ###-###-####As well, if you have proof that your taxes were paid on time,please send us a copy of the receipt and a full refund will be madeCopies of both escrow analyses'have been included for your reference.We sincerely apologize for any inconvenience you may have experienced thus farSeneca strives toprovide excellent customer service and we do value our relationship with you, and trust that your futuredealings with Seneca Mortgage Servicing will be more positive.[f we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC has completed our research
attached is our response letterThank you 4.29.2015 Dear ***:We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID ***.Upon review of *** *** account,
it has been determined that Seneca MortgageServicing LLC received a physical check from Ms*** banking institution on March 17,Therefore, Ms***' s bank cuts a physical check and mails the payment to Seneca onMs*** behalfEnclosed is a copy of the check received on March 17,Since a checkis mailed please note it can take 7/business days from when the payment is made by Ms.*** through her bank until the actual time the payment is received by SenecaSeneca haswaived the late fee of$that was assessed on March 16,as a one-time courtesy.Per Ms*** original Note, the regular monthly payment is due on the st of each month.Ifthe full amount of any monthly payment is not received by the end of calendar days after thedate it is due, a late charge will be assessedEnclosed is a copy of Ms*** Note for herreference.For Online Banking or Internet Bill Pay, Ms*** would need to check with her bankinginstitution to see if Seneca Mortgage Servicing LLC is included in their list of availableinstitutions, offering online bill pay, which would avoid a check being mailed to Seneca and saveany mailing delays.Seneca Mortgage Servicing LLC sincerely apologizes for any inconvenience Ms*** mayhave experienced thus farSeneca strives to provide excellent customer service and we do valueour new relationship with her, and trust that her future dealings with Seneca Mortgage ServicingLLC will be more positive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursdayfrom 8:AM to 10:PM Eastern Standard Time and Fridays from 8:AM to 5:PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
March 2016To Whom it May Concern,This correspondence addresses the continued questionable business practices exercisedby Seneca Mortgaging ServicesIt has been my initial claim that the company would notclearly address my request to exclude my insurance payment from the monthly homepayment (currently inclusive of escrowed monies for insurance and taxes)Ultimatelywith Seneca's last correspondence sent to the Revdex.com (December(attached) the company retracted its June letter that provided the yearcondition on my having to keep the loan configured as it was originally - but thisinformation was NOT sent to me in December)Finally on February (attached)Seneca sent a letter recapitulating notes from the "December letter" along witha statement that the actual December letter was included; it was not enclosedThiscompany's customer service is unresponsive or at best very slow to address customerconcernsThey use a series of shifts between departments to provide information thatis not corroborated across their departmentsThey habitually make untruthfulstatements regarding their actions and with this December letter to the Revdex.comthey continue to do that.The letter sent to the Revdex.com on DEC culminates the unethical, unresponsivenessand lack of professionalism exercised within this companyThey continue tomisrepresent their actionsAlong with never dispatching the December letterto me, Seneca's statement that updated insurance information has not yet beenreceived is untrueSeneca confirmed receipt of that information on December 3, 2015.Amazing that in December 2016, they don't know that they have this information.What follows are just a few notes of the customer service this company has presentedto meI cease recapping at the June timeframe because the like experiences go onand onI have however included a January letter (attached) from Seneca statingthat they had included a requested escrow analysis that in that letter - it was notincludedAfter requesting it again, it was subsequently sent on March 20, 2016(attached)This again characterizes the unprofessional way the company responds toits clients.• My dialogue began in March of after a transfer of my loan to Seneca from*** *** (where we had begun to recast my loan)They informed me that theprocess could be continued with SenecaIt began with a "Monica" on MAR 2015who because of a language barrier could not address the questions regarding changingthe escrowed monies (I spoke English and she spoke Spanish with some English)Irepeatedly asked for another agent but was not supported on that requestI wasfaplaced on hold for a significant amount of time and then she returned to the line, stillcould not answer the question and committed to call me in a few daysShe did not.• I called back on April and spoke with Briget who was very informative.She advised me to send a written request of intent to sever the insurance from thebase monthly paymentWe also discussed an escrow analysis and I was told that arefund check should be expected from overpayment proceeds for the insurance.• I attempted to follow up on the process to stiil cancel the escrowed insurancemoney collection -first with a letter on May 2015, after no response then a call onMay (spoke first with Lisa who passed me to Indira (loan specialist) statedSeneca's non receipt of my letter, was then passed to John who connected to theinsurance department to speak with Jenny (at that time I was told that the currentSeneca practice is that the loan department does not "talk" with the insurancedepartment regarding their respective areas so John's query to that department wasthe first follow up to my request; they "found" the letter but stated that it was simplyfiled when as it was not signed; I was advised to send a fax} that then resulted in thedispatch of a fax on that day.• On June I received a letter from Seneca stating that my requestregarding cancellation of the escrow collection of the insurance could not beaccommodated because of a non-lapse of years from the date of origination from theloan.• Because my loan was one sold to Seneca and had been in effect for longer than 5years, I thought that this procedure did not apply to my loan so I attempted to getclarification...and the "run around for information with Seneca continued".Again, it is important that this company make a reasonable attempt to support itsclients in a professional wayI would like to have the reply to the original questionregarding the specifics of recasting the loan to include leaving the insurance out of theescrowIt would be most appreciated if Seneca can do that with a straightforward replystating all conditions in plain EnglishI also respectfully suggest that they improve theircustomer service and earnestness in their business practices.Thank you.** ***
Regards,
*** ***
To Whom It May Concern: The Verification of Mortgage has been sent to the third party as requested. Thank you,Seneca Mortgage Servicing LLCDecember 29,
Dear ***We are writing in response to the Revdex.com complaint number ***, filed on December 23, 2013.After review of the loan, Seneca Mortgage Servicing LLC has determined that all reporting of the loan made by Seneca to the credit bureaus has been made accurately,
and in fairnessMr***’ name and signature appears on the Loan Modification Agreement dated October 7, By virtue of Mr*** signing the Loan Modification Agreement, he became an obligated borrower to the loan, and as such, is to be reported to the credit bureausTherefore, we will not consent to any changes to the loan’s credit reporting history for the time that it was serviced by Seneca.If we can be of further assistance, please call us at *** ***, Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:AM to 5:PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca will be issuing a check in the amount of $1,to *** *** ** *** *** *** *** *** *** * ** ***I will provide you with a copy upon receipt
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not agree with Seneca's findings for the
following reasonsThey have shown that they are not competent at handling escrow accounts and they also showed that they have no disregard for my money whatsoeverBy their own admission, they paid a bill that they had been informed should not be paid and admitted to having those notes in their fileThey failed to correct the issue and said it was my problem to deal with itThey made me spend hours on the phone trying to figure out what had happened to my escrow money, then further time on the phone trying to sort out the refund from *** ***After this, I then had to make a separate deposit to put the money back where it should have been.The insurance payment was not due for another two weeks after they paid itThe contract from *** ***, which they clearly admitted to having in their possession stated that the policy did not expire until the 11th August, yet they chose to pay a policy they knew they should not pay days earlyFurthermore, when they received the "incomplete" bill from American Risk, they did not follow up with a phone call to me or the company, and they took the easy option of paying the bill they knew should not have paidThey illegally took money out of my escrow account and for all the above reasons, I do not want them managing my escrow account anymoreAs a CPA who deals with multi million dollar accounts on a daily basis and also has a credit score approaching 800, I am far more competent than Seneca is at managing my escrow account.While they state that I have a legal right to keep my escrow account, they have a legal right to exercise professional due care and competence while managing that accountThey have failed to show either of these items and have admitted to this in their responseThey have also failed to offer any kind of apology which is why I refuse to accept their answerFurthermore Section of the policy documents does legally show that they are able to release me from the escrow account; they are just choosing not toIt is their responsibility to act in my best interests and they have shown and admitted that they have been unable to do that.I will be pursuing further action that will include the release of the escrow account into my own care, as well as a claim for the time that I wasted because of their lack of competenceSo far I have spent about hours trying to get this issue resolved, not including anything to do with the escrow release, so I will be sending them a bill for my time charged at my hourly rateFailure to pay that bill within days and failure to release my escrow account into my own care will result in further remedial action being pursued
Regards,
*** ***
.We are writing in response to the Revdex.com complaint number ***, filed on June 3, by Peter * ***. After review of the loan, it has been determined that as part of the terms of Mr***'s March 2009 Chapter Bankruptcy Petition, Mr*** surrendered the
property to Bank of America upon the discharge of his bankruptcyPlease be advised that although Mr*** surrendered the property, Bank of America continued to service the loan and maintain the property until they transferred the servicing of the loan to Seneca Mortgage Servicing LLC on 7/25/Seneca then continued to service the loan and maintain the property until the REO Liquidation of the loan was completed on 4/14116. Although Mr*** had not occupied the home since the property was surrendered in accordance with the terms of his bankruptcy filing, the loan was erroneously reported to the credit bureaus by Seneca each month from 10/to 4/5/Please be aware that we have submitted the appropriate corrections to the credit bureaus to remove the credit reporting of Mr***'s loan for the time period that it has been serviced by SenecaWe apologize for any inconvenience that this may have caused. If we can be of further assistance, please call us at *** ***, Monday through Thursday from 8:15 AM to 10:PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC