Hello, Please note, Seneca Mortgage Servicing LLC (“Seneca”) announced on June 15, 2016 that it had selected [redacted] Mortgage Holdings (“[redacted]”) as the subservicer for its existing servicing rights portfolio, and that as part of the transaction [redacted] would acquire Seneca’s...
existing servicing platform. Seneca is no longer servicing mortgage loans.. Seneca did not originate this loan. Seneca acquired the servicing of the loan in January 2016 and the loan was subsequently service transferred to [redacted] in September 2016. Below is the time line for this loan: 8/18/2015 – Settlement date with [redacted] Mortgage Company, LLC 1st payment was due on 10/1/2015 and 13 months of City & County Taxes were collected at closing (HUD-1).Taxes were paid by [redacted] Mortgage Company in October 2015. The escrow payment was calculated based on the Sellers most recent tax bills, which included 2 Exemptions (Atlanta Homestead Reg & Fulton Homestead Reg). Since the exemptions were based on the Seller’s information, they would be removed from future tax bills, so the Buyer’s escrow payment should have been calculated based on those tax bills without the exemptions. 1/2016 – Seneca acquired the servicing of the loan Tax information was loaded to MSP (Seneca’s system of record) based on information provided by the prior servicer. 2/2016 – Seneca generated an Escrow Analysis This analysis was based on the information provided to Seneca from the prior servicer, and calculated an overage of $283.66 for the coming year. 9/1/2016 – Servicing was transferred to [redacted] The escrow balance of $5,063.81 was transferred to [redacted] for the taxes that would be due the following month. 10/2016 – [redacted] received and paid City & County taxes Since the new tax bills no longer contained the previous owner’s exemptions, the amounts were much larger, causing a large escrow shortage. 2/2017 – [redacted] generated an Escrow Analysis The new payment amount was calculated based on the new tax amounts and the large escrow shortage. This matter has been researched and responded to by [redacted] as well under Revdex.com Case #[redacted]. Please reference this case number for the resolution. Thank you, Seneca Mortgage Servicing
In Seneca's response they mention that PMI was inadvertently dropped and they continued to make payments for us, they never had anything to do with this loan until 12/2014, this happened back in March 2014 how can they act on our behalf this matter should have been taking up between myself & [redacted] Financial. A year later Seneca is wanting $4,053 and to raise our payments. We was never informed until a year later and not by the company that inadvertently dropped the PMI. I feel they need to make this right with us and refund our 4,053, Seneca needed to take that up with [redacted] Financial, if the mistake was made about the PMI bring dropped then letter from Seneca should have stated we are adding PMI coverage back to the mortgage that was mistakenly taking off by Anerican [redacted] the $262.94.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In my original complaint, I asked for communication with my loan handler. I gave an example that I had one piece of communication that was late (the denial of a short sale). One communication in 6+ months. I am looking for communication. I did NOT address the short sale in my complaint since it was processed and denied. Yet now Seneca has replied to my original complaint with a lie saying that they did not receive the required documents for the short sale. Of course they did - the sale was denied. But that is not the issue. The issue is that my now ex-realtor had called my loan handler 10+ times (I have his documentation) and not received any communication back so he has dropped me as my agent. The issue is that since losing my realtor on 1/22/15, I have called or faxed 9 times to try to establish communication about my loan, and have not received a return phone call. I received one letter on 2/11/15 that they received my "correspondence" and will "reply to me under separate cover the results of your request - please allow up to 30 business days". I REQUIRE A PHONE CALL TO DISCUSS MY LOAN. I have not received any phone calls (I have caller ID) at home or work, nor have I received any e-mails or additional letters.The reply letter from Seneca regarding my complaint does not address my issue. Their reply is about the short sale and not communication.This mortgage servicing center has terrible customer service and says they value their relationship with me, yet they won't pick up a phone and call me.The original complaint is unfulfilled.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
How can it be possible that this document has not been provided to us even though we paid the house in full over four months ago. Now Pima County is to be blamed? Provide me proof of the documentation and method of delivery sent to Pima County. Also, many months ago lender stated that everything had been filed with Pima County. I have checked with Pima County and this prosses should not take more than a few days to complete. Finally, it is the lender's responsibility to provide me the document not Pima County. I want lender to provide me the full reconveyance that's been recorded with Pima county.
Regards,
[redacted]
We are writing in response to the Revdex.com complaint number [redacted], filed on May 16, 2016 by [redacted]. Please be advised that the Private Mortgage Insurance (PMI) premiums on Mr. [redacted]'s loan were paid current, meaning that the premiums were paid within the...
same month for which they were due. As such, after the first day of each month passed, the premium payment for that month was due in full. Therefore, even though Mr. [redacted] paid his loan in full on 5/6/16, the PMI premium for the month of May 2016 was still due. In accordance with those terms, Seneca disbursed $132.19 from Mr. [redacted]'s escrow account on 5/9/16 to satisfy the last remaining PMI payment due on the loan. Please be aware that there is no proration of the PMI premiums, and consequently, there is no refund due to Mr. [redacted] for the May 2016 PMI disbursement. After the payoff of Mr. [redacted]'s loan on 5/6/16, along with the disbursement to pay PMI on 5/9/16, the total balance remaining in Mr. [redacted]'s escrow account stands at $3,748.65. In accordance with RESP A guidelines, a check for this amount was processed and sent to Mr. [redacted] on 5/23/16. If we can be of further assistance, please call us at [redacted], Monday through Thursday from 8:15 AM to 10:00 PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Dear [redacted]:We are writing in response to Revdex.com complaint [redacted] regarding the abovereferenced loan.We are in receipt of your Revdex.com complaint dated 7/28/15. We apologize for any issuescaused by the misapplication of Mr. and Mrs. [redacted] funds. We have notated...
their account toensure that none of their payments will be applied to the interest due other then what is owed that month.At the time of this letter their account is due for 8/1/15 with a principal balance of $143,556.20.We apologize for any inconvenience this may have caused Mr. and Mrs. [redacted].If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC (“Seneca”) agreed to a Deed-in-lieu of Foreclosure in June 2016. Seneca last reported account number [redacted] to the credit bureaus in July 2016 as Deed-in-lieu accepted. Please see the attached Credit Bureau Reporting History evidencing the monthly reporting...
Hello, Seneca Mortgage did not receive any payments for your loan. All payments are automatically being forwarded to [redacted] for application. Seneca Mortgage is no longer servicing loans and no longer accepting any payments. We have raised a research request on the...
borrower's behalf to find if the payment was misapplied and have advised them to reach out to the borrower. Your [redacted] Loan # [redacted] Please contact [redacted] for any additional questions at 888-480-2432. Thank you,Seneca Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have carefully reviewed the response by the business. They did not deny any of my claims, simply repeated much of what my original claim referenced, without offering resolution. And at the bottom of their message, apologized for the "miscommunications", yet offered no solution for their errors. These are the crucial errors which made it impossible for me to payoff my mortgage when requested. To further address the response. They claim that "Payoff statements made available online at Seneca are available to view until the Effective Payoff Date" This is also not what I was told. The first representative I spoke with could not find my payoff statement on the website and told me to resend it. Then on 1/12 when I spoke to another representative I was told that payoff statements are automatically removed from the website 24 hours after they are posted, not "until the effective payoff date" You can pull the phone records to confirm this. As for the forms they attached, the first one says the request was received on 1/4, and that after 1/8, that an additional $7.04 interest is required per day. 1/4 to 1/8 is certainly not 24 hours, and does not clarify when the payoff expires, just that more interest will be due.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted] Its not my problem that...
they didn't get all the information from my original Mortgage Company. It seems rather odd that a Home Mortgage Company didn't pay for Home Property Taxes. Also here is something that they left out. I was Transferred to Seneca Mortgage on December 1st, 2014 from my old Mortgage Company. The Home Property Tax Bill was not due until January 15th, 2015. Which makes Seneca Mortgage responsible for payment of my taxes. Plus they also paid my Land Property Tax in December of 2014. The Over-payment check I received was mailed out to me on February 2015. My current Mortgage payment was also raised up $258 a month, after I sent them a copy of the Execution Notice I received from my County when my Home Property Taxes were 4 months late. I sent them a copy of it on April 26th 2015. They took that late bill and applied it as my "Projected" tax bill for this upcoming year. Then I received a Escrow shortage bill to make up for the bill that I had to pay. How is it that I owe them money when I i had to pay for everything out of my pocket? I have since gone to the County and got an Appraisal for my Home taxes and faxed it to them on May June 16th, 2015. They have yet to make the adjustments, and refuse to answer my emails. I still want repayment for what I had to borrow to pay the bill that they overlooked. Also my current Mortgage payment does not need to fluctuate until after they re apply the new Appraisal into my Escrow.
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 [redacted]
Property Address: [redacted]Knoxville, TN 37917Dear [redacted]:We are writing in response to Revdex.com inquiry [redacted] regarding the above referencedloan.Seneca Mortgage Servicing LLC is in receipt of Mr. [redacted]’s Revdex.com complaint dated2/16/16. Mr....
[redacted] first contacted Seneca regarding a payoff statement for his loan on Thursday,12/31/15. The written request was received from him on the next business day, Monday, 1/4/16 and Mr.[redacted]’s request was processed that same day. Since he had selected the “Web” option for receipt ofthe statement on his form, the statement was made available to him via secure access to his Senecaaccount online through the website listed on the payoff form, [redacted]. On Tuesday,1/12/16, Seneca received an additional payoff request from Mr. [redacted] which was processed and thestatement made available on Wednesday, 1/13/16, again through online access to his Seneca account ashe selected the “Web” option on his form. Copies of both payoff requests received have been attachedfor your reference.Payoff statements made available online at Seneca are available to view until the “Effective PayoffDate” has passed. The payoff request received on 1/4/16 had a requested effective date of 12/31/15,however the payoff was processed for the effective date of 1/8/16 since the requested date had passed.When Mr. [redacted] attempted to view the payoff statement on 1/12/16, the payoff had expired, and wasno longer viewable online. The payoff request received on 1/12/16 had a requested effective date of1/13/16, however the statement was processed with the effective date of 2/1/16 in order to provideadequate time for Mr. [redacted] to make the final payoff.We apologize for any miscommunications throughout Mr. [redacted]’s attempt to pay off his loan and forany inconvenience this may have caused him.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 2.26.2015 Dear [redacted]:February 26, 2015We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID [redacted]Upon review of [redacted]...
account, it has been determined Seneca Mortgage ServicingLLC receives sphysical checks from Mr. [redacted] bank institution due to the fact that Senecadoes not accept electronic payments. Therefore, Mr. [redacted] bank cuts a physical check andmails the payment to Seneca on Mr. [redacted] behalf. Please be advised from the time thepayment is made by Mr. [redacted] bank, the mailing processes can take 7tol0 business daysuntil the actual time the payment is received by Seneca. As a one-time courtesy, Seneca haswaived the late fee balance from Mr. [redacted] loan and the current late fee balance is $0.00.As of the date of this letter Mr. [redacted] loan is currently showing due for March 1,2015 inthe amount of $3,154.21. For monthly recurring payment set up with your personal bank, pleaseforward payment to:Seneca Mortgage Servicing LLCP.O. Box 454Depew, N.Y.14043Attn: Payment ProcessingWe sincerely apologize for any inconvenience Mr. [redacted] may have experienced thus far.Seneca strives to provide excellent customer service and we do value our new relationship withhis, 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 8:15 AM to 10:00 PM Eastern Standard Tlme and Fridays from 8:15 AM to 5:00 PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
We are writing in response to the Revdex.com complaint number
[redacted], filed on April 14, 2016 by [redacted] and [redacted]. After review of the loan, Seneca Mortgage Servicing LLC has determined that when the loan originated in...
October 2015 with [redacted] Lending, it closed with a total yearly escrow collection of $5,956.32 for property taxes, $2,579.52 for Private Mortgage Insurance (PMI),and $240.00 for hazard insurance. This broke down to a total monthly escrow collection of $731.34, and was composed as such: $496.38 for property taxes, $214.96
for PMl, and $20.00 for hazard insurance. These figures, in addition to the monthly payment of $2,118.89 for
principal and interest, constituted a total monthly payment amount of $2,850.23. Per the signed Note, the first payment on
the loan was due on 12/1/15 in that amount. After origination, the servicing of the loan transferred to Seneca effective 11/21/15. Seneca has received all loan payments for which the borrowers have been due since the origination of the loan, and each payment received has been in the original monthly
payment amount of $2,850.23. When Seneca completed an analysis of the loan's escrow account on 3/16/16, the analysis was conducted using incorrect tax information. Instead
of using only the individual parcel for Mr. [redacted] and Ms. [redacted]'
property, we were provided with and used the tax information for the parent parcel for the entire housing complex. As such, the projected yearly property tax rate increased from $5,956.32 to $17,089.92. This resulted in your monthly payment
amount increasing to $3,778.01 effective with the 6/1/16 monthly payment. Please
be advised that Seneca Mortgage Servicing LLC has corrected the error that was
made with your property taxes, and we have corrected your tax lines back to the previous, and accurate yearly amount of $5,956.32. Furthermore, we have conducted a new analysis
on your escrow account, and have lowered your monthly payment back to $2,850.23. Additionally, it was determined in this analysis that there was a surplus of funds in your escrow account in the amount of $2,800.27. A check was disbursed to you on 4/18/16
in that amount to refund you for the
excess money in your account. As of the date of this letter, your loan is current, with next payment due on 6/1/16 in the amount of $2,850.23. We
sincerely 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 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time. Sincerely, Customer Service
Department Seneca Mortgage Servicing LLC
Dear [redacted]:We are writing in response to your Revdex.com Complaint ID [redacted].March 26, 2015We are in receipt of your letter dated 3/17/15. Please be advised that all funds received have beenapplied to the Borrower's loan. Per the terms of the Borrower's repayment plan, all money not...
appliedto the regular monthly payments are placed in suspense and are applied once a full monthly paymentamount is collected. We have attached a copy of the Borrower's repayment plan and payment history foryour reference.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 10:00 PM Eastern Standard Time and Fridays from 8:15 AM to 5:00 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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear [redacted], Seneca provided false information in their response. I was married in November 2011. I refinanced and the mortgage was [redacted]. I attached the documentation as proof to show how the [redacted] statement was in my married name since April 2012. [redacted] transferred to AMS Servicing, LLC. I attached further documentation as proof to show how the AMS statement was in my married name for the April 2014 statement. AMS is now Seneca Mortgage Servicing, LLC which means Seneca's first statement was in my married name. I don't understand how Seneca changed my married name back to my maiden name without my authorization. Especially when proper documentation is needed for name changes. This is exactly why I filed a complaint. Seneca should face serious repercussions for this matter.
Regards,
[redacted]
We are writing in response to Revdex.com complaint [redacted] regarding the abovereferenced loan.We are in receipt of your Revdex.com complaint dated 9/1/15. Please be advised that Mr.[redacted]’s Hazard Insurance was removed from escrow collection on 8/20/15. His account...
wasreanalyzed on 8/31/15, he will receive a copy of that under separate cover. Effective 10/1/15, Mr.[redacted]’s regular monthly payment will be $1,688.92.We apologize for any inconvenience this may have caused Mr. [redacted].If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 5.19.2015Dear [redacted]:May 19,2015We are writing in response to the recent complaint submitted to the Revdex.com regardingcomplaint ID [redacted].Seneca Mortgage Servicing LLC has...
reviewed [redacted] loan and determined on February 2,2015we sent a letter to the above address requesting proof of flood insurance. On March 5, 2015, a secondrequest was sent advising if proof of insurance is not received a Lender Place Policy (LLP) will be placedon the account. Further, on March 21, 2015 a third letter was sent advising since Seneca has not receivedproof of flood insurance coverage a Lender Place Policy (LLP) was purchased to protect our interest inthe property and an escrow account was established on the loan. Enclosed are copies of our insuranceletters to Mr. [redacted] for your reference.Under the National Flood Insurance Program the minimum amount of flood insurance coverage requiredfor buildings is the lesser of (i) the value of the improvements, (ii) maximum available - $500,000 forcommercial, $250,000 for residential, or (iii) an amount equal to your loan balance. Seneca is required byFreddie Mac, the investor for Mr. [redacted] loan, to verifY and obtain evidence of flood insurance tomaintain in the file for the loan.As a result in the lapse of Flood Insurance Coverage, Seneca purchased a Lender Placed Policy (LLP). Asof the date of this letter, Mr. [redacted] has subsequently obtained and provided proof Flood Insurance;Seneca has canceled its LLP policy. Although, Seneca received proof of coverage there is still showing aLapse in Flood Coverage from March 20, 2015 to April 18, 2015 for the amount of$70.73.This amount can be paid in full by Mr. [redacted] or Seneca can spend the shortage over a 12 month periodmaking moth mortgage payment $494.93 increasing is monthly payment by $5.89 for the next 12 months.Please be advised, once the shortage is paid in full the escrow account will be removed.We sincerely apologize for any inconvenience Mr. [redacted] may have experienced thus far. Seneca strivesto provide excellent customer service and we do value our relationship with him, and trust that Mr.[redacted] future dealings with Seneca Mortgage Servicing LLC will be more positive.Ifwe can be offm1her assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Standard Time and Fridays from 8:15 AM to 5:00 PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLCadditional information in attachment
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 appreciate the action of the Seneca Mortgage to resolve the issue however, I am concerned for future dealings as this company is difficult to get follow through from. Further, as clarification I did confirm with my bank that the March payment was not a physical check but a true electronic payment that was not processed in a timely manner. Seneca has had a recent transition per there own staff of receiving online payments rather than hard copies. I hope for a better service experience in the future and appreciate the gesture.
Regards,
[redacted]
Hello, Please note, Seneca Mortgage Servicing LLC (“Seneca”) announced on June 15, 2016 that it had selected [redacted] Mortgage Holdings (“[redacted]”) as the subservicer for its existing servicing rights portfolio, and that as part of the transaction [redacted] would acquire Seneca’s...
existing servicing platform. Seneca is no longer servicing mortgage loans.. Seneca did not originate this loan. Seneca acquired the servicing of the loan in January 2016 and the loan was subsequently service transferred to [redacted] in September 2016. Below is the time line for this loan: 8/18/2015 – Settlement date with [redacted] Mortgage Company, LLC 1st payment was due on 10/1/2015 and 13 months of City & County Taxes were collected at closing (HUD-1).Taxes were paid by [redacted] Mortgage Company in October 2015. The escrow payment was calculated based on the Sellers most recent tax bills, which included 2 Exemptions (Atlanta Homestead Reg & Fulton Homestead Reg). Since the exemptions were based on the Seller’s information, they would be removed from future tax bills, so the Buyer’s escrow payment should have been calculated based on those tax bills without the exemptions. 1/2016 – Seneca acquired the servicing of the loan Tax information was loaded to MSP (Seneca’s system of record) based on information provided by the prior servicer. 2/2016 – Seneca generated an Escrow Analysis This analysis was based on the information provided to Seneca from the prior servicer, and calculated an overage of $283.66 for the coming year. 9/1/2016 – Servicing was transferred to [redacted] The escrow balance of $5,063.81 was transferred to [redacted] for the taxes that would be due the following month. 10/2016 – [redacted] received and paid City & County taxes Since the new tax bills no longer contained the previous owner’s exemptions, the amounts were much larger, causing a large escrow shortage. 2/2017 – [redacted] generated an Escrow Analysis The new payment amount was calculated based on the new tax amounts and the large escrow shortage. This matter has been researched and responded to by [redacted] as well under Revdex.com Case #[redacted]. Please reference this case number for the resolution. Thank you, Seneca Mortgage Servicing
In Seneca's response they mention that PMI was inadvertently dropped and they continued to make payments for us, they never had anything to do with this loan until 12/2014, this happened back in March 2014 how can they act on our behalf this matter should have been taking up between myself & [redacted] Financial. A year later Seneca is wanting $4,053 and to raise our payments. We was never informed until a year later and not by the company that inadvertently dropped the PMI. I feel they need to make this right with us and refund our 4,053, Seneca needed to take that up with [redacted] Financial, if the mistake was made about the PMI bring dropped then letter from Seneca should have stated we are adding PMI coverage back to the mortgage that was mistakenly taking off by Anerican [redacted] the $262.94.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In my original complaint, I asked for communication with my loan handler. I gave an example that I had one piece of communication that was late (the denial of a short sale). One communication in 6+ months. I am looking for communication. I did NOT address the short sale in my complaint since it was processed and denied. Yet now Seneca has replied to my original complaint with a lie saying that they did not receive the required documents for the short sale. Of course they did - the sale was denied. But that is not the issue. The issue is that my now ex-realtor had called my loan handler 10+ times (I have his documentation) and not received any communication back so he has dropped me as my agent. The issue is that since losing my realtor on 1/22/15, I have called or faxed 9 times to try to establish communication about my loan, and have not received a return phone call. I received one letter on 2/11/15 that they received my "correspondence" and will "reply to me under separate cover the results of your request - please allow up to 30 business days". I REQUIRE A PHONE CALL TO DISCUSS MY LOAN. I have not received any phone calls (I have caller ID) at home or work, nor have I received any e-mails or additional letters.The reply letter from Seneca regarding my complaint does not address my issue. Their reply is about the short sale and not communication.This mortgage servicing center has terrible customer service and says they value their relationship with me, yet they won't pick up a phone and call me.The original complaint is unfulfilled.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
How can it be possible that this document has not been provided to us even though we paid the house in full over four months ago. Now Pima County is to be blamed? Provide me proof of the documentation and method of delivery sent to Pima County. Also, many months ago lender stated that everything had been filed with Pima County. I have checked with Pima County and this prosses should not take more than a few days to complete. Finally, it is the lender's responsibility to provide me the document not Pima County. I want lender to provide me the full reconveyance that's been recorded with Pima county.
Regards,
[redacted]
We are writing in response to the Revdex.com complaint number [redacted], filed on May 16, 2016 by [redacted]. Please be advised that the Private Mortgage Insurance (PMI) premiums on Mr. [redacted]'s loan were paid current, meaning that the premiums were paid within the...
same month for which they were due. As such, after the first day of each month passed, the premium payment for that month was due in full. Therefore, even though Mr. [redacted] paid his loan in full on 5/6/16, the PMI premium for the month of May 2016 was still due. In accordance with those terms, Seneca disbursed $132.19 from Mr. [redacted]'s escrow account on 5/9/16 to satisfy the last remaining PMI payment due on the loan. Please be aware that there is no proration of the PMI premiums, and consequently, there is no refund due to Mr. [redacted] for the May 2016 PMI disbursement. After the payoff of Mr. [redacted]'s loan on 5/6/16, along with the disbursement to pay PMI on 5/9/16, the total balance remaining in Mr. [redacted]'s escrow account stands at $3,748.65. In accordance with RESP A guidelines, a check for this amount was processed and sent to Mr. [redacted] on 5/23/16. If we can be of further assistance, please call us at [redacted], Monday through Thursday from 8:15 AM to 10:00 PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Dear [redacted]:We are writing in response to Revdex.com complaint [redacted] regarding the abovereferenced loan.We are in receipt of your Revdex.com complaint dated 7/28/15. We apologize for any issuescaused by the misapplication of Mr. and Mrs. [redacted] funds. We have notated...
their account toensure that none of their payments will be applied to the interest due other then what is owed that month.At the time of this letter their account is due for 8/1/15 with a principal balance of $143,556.20.We apologize for any inconvenience this may have caused Mr. and Mrs. [redacted].If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC (“Seneca”) agreed to a Deed-in-lieu of Foreclosure in June 2016. Seneca last reported account number [redacted] to the credit bureaus in July 2016 as Deed-in-lieu accepted. Please see the attached Credit Bureau Reporting History evidencing the monthly reporting...
for account number [redacted].
Hello, Seneca Mortgage did not receive any payments for your loan. All payments are automatically being forwarded to [redacted] for application. Seneca Mortgage is no longer servicing loans and no longer accepting any payments. We have raised a research request on the...
borrower's behalf to find if the payment was misapplied and have advised them to reach out to the borrower. Your [redacted] Loan # [redacted] Please contact [redacted] for any additional questions at 888-480-2432. Thank you,Seneca Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have carefully reviewed the response by the business. They did not deny any of my claims, simply repeated much of what my original claim referenced, without offering resolution. And at the bottom of their message, apologized for the "miscommunications", yet offered no solution for their errors. These are the crucial errors which made it impossible for me to payoff my mortgage when requested. To further address the response. They claim that "Payoff statements made available online at Seneca are available to view until the Effective Payoff Date" This is also not what I was told. The first representative I spoke with could not find my payoff statement on the website and told me to resend it. Then on 1/12 when I spoke to another representative I was told that payoff statements are automatically removed from the website 24 hours after they are posted, not "until the effective payoff date" You can pull the phone records to confirm this. As for the forms they attached, the first one says the request was received on 1/4, and that after 1/8, that an additional $7.04 interest is required per day. 1/4 to 1/8 is certainly not 24 hours, and does not clarify when the payoff expires, just that more interest will be due.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted] Its not my problem that...
they didn't get all the information from my original Mortgage Company. It seems rather odd that a Home Mortgage Company didn't pay for Home Property Taxes. Also here is something that they left out. I was Transferred to Seneca Mortgage on December 1st, 2014 from my old Mortgage Company. The Home Property Tax Bill was not due until January 15th, 2015. Which makes Seneca Mortgage responsible for payment of my taxes. Plus they also paid my Land Property Tax in December of 2014. The Over-payment check I received was mailed out to me on February 2015. My current Mortgage payment was also raised up $258 a month, after I sent them a copy of the Execution Notice I received from my County when my Home Property Taxes were 4 months late. I sent them a copy of it on April 26th 2015. They took that late bill and applied it as my "Projected" tax bill for this upcoming year. Then I received a Escrow shortage bill to make up for the bill that I had to pay. How is it that I owe them money when I i had to pay for everything out of my pocket? I have since gone to the County and got an Appraisal for my Home taxes and faxed it to them on May June 16th, 2015. They have yet to make the adjustments, and refuse to answer my emails. I still want repayment for what I had to borrow to pay the bill that they overlooked. Also my current Mortgage payment does not need to fluctuate until after they re apply the new Appraisal into my Escrow.
This complaint has been forward to [redacted] Mortgage as they are the new servicer of this mortgage.
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 [redacted]
Property Address: [redacted]Knoxville, TN 37917Dear [redacted]:We are writing in response to Revdex.com inquiry [redacted] regarding the above referencedloan.Seneca Mortgage Servicing LLC is in receipt of Mr. [redacted]’s Revdex.com complaint dated2/16/16. Mr....
[redacted] first contacted Seneca regarding a payoff statement for his loan on Thursday,12/31/15. The written request was received from him on the next business day, Monday, 1/4/16 and Mr.[redacted]’s request was processed that same day. Since he had selected the “Web” option for receipt ofthe statement on his form, the statement was made available to him via secure access to his Senecaaccount online through the website listed on the payoff form, [redacted]. On Tuesday,1/12/16, Seneca received an additional payoff request from Mr. [redacted] which was processed and thestatement made available on Wednesday, 1/13/16, again through online access to his Seneca account ashe selected the “Web” option on his form. Copies of both payoff requests received have been attachedfor your reference.Payoff statements made available online at Seneca are available to view until the “Effective PayoffDate” has passed. The payoff request received on 1/4/16 had a requested effective date of 12/31/15,however the payoff was processed for the effective date of 1/8/16 since the requested date had passed.When Mr. [redacted] attempted to view the payoff statement on 1/12/16, the payoff had expired, and wasno longer viewable online. The payoff request received on 1/12/16 had a requested effective date of1/13/16, however the statement was processed with the effective date of 2/1/16 in order to provideadequate time for Mr. [redacted] to make the final payoff.We apologize for any miscommunications throughout Mr. [redacted]’s attempt to pay off his loan and forany inconvenience this may have caused him.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 2.26.2015 Dear [redacted]:February 26, 2015We are writing in response to the recent complaint submitted to the Revdex.comregarding complaint ID [redacted]Upon review of [redacted]...
account, it has been determined Seneca Mortgage ServicingLLC receives sphysical checks from Mr. [redacted] bank institution due to the fact that Senecadoes not accept electronic payments. Therefore, Mr. [redacted] bank cuts a physical check andmails the payment to Seneca on Mr. [redacted] behalf. Please be advised from the time thepayment is made by Mr. [redacted] bank, the mailing processes can take 7tol0 business daysuntil the actual time the payment is received by Seneca. As a one-time courtesy, Seneca haswaived the late fee balance from Mr. [redacted] loan and the current late fee balance is $0.00.As of the date of this letter Mr. [redacted] loan is currently showing due for March 1,2015 inthe amount of $3,154.21. For monthly recurring payment set up with your personal bank, pleaseforward payment to:Seneca Mortgage Servicing LLCP.O. Box 454Depew, N.Y.14043Attn: Payment ProcessingWe sincerely apologize for any inconvenience Mr. [redacted] may have experienced thus far.Seneca strives to provide excellent customer service and we do value our new relationship withhis, 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 8:15 AM to 10:00 PM Eastern Standard Tlme and Fridays from 8:15 AM to 5:00 PMEastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
We are writing in response to the Revdex.com complaint number
[redacted], filed on April 14, 2016 by [redacted] and [redacted]. After review of the loan, Seneca Mortgage Servicing LLC has determined that when the loan originated in...
October 2015 with [redacted] Lending, it closed with a total yearly escrow collection of $5,956.32 for property taxes, $2,579.52 for Private Mortgage Insurance (PMI),and $240.00 for hazard insurance. This broke down to a total monthly escrow collection of $731.34, and was composed as such: $496.38 for property taxes, $214.96
for PMl, and $20.00 for hazard insurance. These figures, in addition to the monthly payment of $2,118.89 for
principal and interest, constituted a total monthly payment amount of $2,850.23. Per the signed Note, the first payment on
the loan was due on 12/1/15 in that amount. After origination, the servicing of the loan transferred to Seneca effective 11/21/15. Seneca has received all loan payments for which the borrowers have been due since the origination of the loan, and each payment received has been in the original monthly
payment amount of $2,850.23. When Seneca completed an analysis of the loan's escrow account on 3/16/16, the analysis was conducted using incorrect tax information. Instead
of using only the individual parcel for Mr. [redacted] and Ms. [redacted]'
property, we were provided with and used the tax information for the parent parcel for the entire housing complex. As such, the projected yearly property tax rate increased from $5,956.32 to $17,089.92. This resulted in your monthly payment
amount increasing to $3,778.01 effective with the 6/1/16 monthly payment. Please
be advised that Seneca Mortgage Servicing LLC has corrected the error that was
made with your property taxes, and we have corrected your tax lines back to the previous, and accurate yearly amount of $5,956.32. Furthermore, we have conducted a new analysis
on your escrow account, and have lowered your monthly payment back to $2,850.23. Additionally, it was determined in this analysis that there was a surplus of funds in your escrow account in the amount of $2,800.27. A check was disbursed to you on 4/18/16
in that amount to refund you for the
excess money in your account. As of the date of this letter, your loan is current, with next payment due on 6/1/16 in the amount of $2,850.23. We
sincerely 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 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time. Sincerely, Customer Service
Department Seneca Mortgage Servicing LLC
Dear [redacted]:We are writing in response to your Revdex.com Complaint ID [redacted].March 26, 2015We are in receipt of your letter dated 3/17/15. Please be advised that all funds received have beenapplied to the Borrower's loan. Per the terms of the Borrower's repayment plan, all money not...
appliedto the regular monthly payments are placed in suspense and are applied once a full monthly paymentamount is collected. We have attached a copy of the Borrower's repayment plan and payment history foryour reference.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 10:00 PM Eastern Standard Time and Fridays from 8:15 AM to 5:00 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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear [redacted], Seneca provided false information in their response. I was married in November 2011. I refinanced and the mortgage was [redacted]. I attached the documentation as proof to show how the [redacted] statement was in my married name since April 2012. [redacted] transferred to AMS Servicing, LLC. I attached further documentation as proof to show how the AMS statement was in my married name for the April 2014 statement. AMS is now Seneca Mortgage Servicing, LLC which means Seneca's first statement was in my married name. I don't understand how Seneca changed my married name back to my maiden name without my authorization. Especially when proper documentation is needed for name changes. This is exactly why I filed a complaint. Seneca should face serious repercussions for this matter.
Regards,
[redacted]
We are writing in response to Revdex.com complaint [redacted] regarding the abovereferenced loan.We are in receipt of your Revdex.com complaint dated 9/1/15. Please be advised that Mr.[redacted]’s Hazard Insurance was removed from escrow collection on 8/20/15. His account...
wasreanalyzed on 8/31/15, he will receive a copy of that under separate cover. Effective 10/1/15, Mr.[redacted]’s regular monthly payment will be $1,688.92.We apologize for any inconvenience this may have caused Mr. [redacted].If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15 AM to 5:00 PM Eastern Time.
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 5.19.2015Dear [redacted]:May 19,2015We are writing in response to the recent complaint submitted to the Revdex.com regardingcomplaint ID [redacted].Seneca Mortgage Servicing LLC has...
reviewed [redacted] loan and determined on February 2,2015we sent a letter to the above address requesting proof of flood insurance. On March 5, 2015, a secondrequest was sent advising if proof of insurance is not received a Lender Place Policy (LLP) will be placedon the account. Further, on March 21, 2015 a third letter was sent advising since Seneca has not receivedproof of flood insurance coverage a Lender Place Policy (LLP) was purchased to protect our interest inthe property and an escrow account was established on the loan. Enclosed are copies of our insuranceletters to Mr. [redacted] for your reference.Under the National Flood Insurance Program the minimum amount of flood insurance coverage requiredfor buildings is the lesser of (i) the value of the improvements, (ii) maximum available - $500,000 forcommercial, $250,000 for residential, or (iii) an amount equal to your loan balance. Seneca is required byFreddie Mac, the investor for Mr. [redacted] loan, to verifY and obtain evidence of flood insurance tomaintain in the file for the loan.As a result in the lapse of Flood Insurance Coverage, Seneca purchased a Lender Placed Policy (LLP). Asof the date of this letter, Mr. [redacted] has subsequently obtained and provided proof Flood Insurance;Seneca has canceled its LLP policy. Although, Seneca received proof of coverage there is still showing aLapse in Flood Coverage from March 20, 2015 to April 18, 2015 for the amount of$70.73.This amount can be paid in full by Mr. [redacted] or Seneca can spend the shortage over a 12 month periodmaking moth mortgage payment $494.93 increasing is monthly payment by $5.89 for the next 12 months.Please be advised, once the shortage is paid in full the escrow account will be removed.We sincerely apologize for any inconvenience Mr. [redacted] may have experienced thus far. Seneca strivesto provide excellent customer service and we do value our relationship with him, and trust that Mr.[redacted] future dealings with Seneca Mortgage Servicing LLC will be more positive.Ifwe can be offm1her assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM to 10:00 PM Eastern Standard Time and Fridays from 8:15 AM to 5:00 PM Eastern Standard Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLCadditional information in attachment
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 appreciate the action of the Seneca Mortgage to resolve the issue however, I am concerned for future dealings as this company is difficult to get follow through from. Further, as clarification I did confirm with my bank that the March payment was not a physical check but a true electronic payment that was not processed in a timely manner. Seneca has had a recent transition per there own staff of receiving online payments rather than hard copies. I hope for a better service experience in the future and appreciate the gesture.
Regards,
[redacted]