Revdex.com ID: [redacted]Loan Number: [redacted]Property Address: [redacted]Knoxville, TN 37917Dear John:We are writing in response to Revdex.com inquiry [redacted] regarding the above referenced loan.Seneca Mortgage Servicing LLC is in receipt of Mr. [redacted]’s Revdex.com complaint dated 2/29/16. When the original payoff request was received on 1/4/16, Mr. [redacted] indicated that he would access our Customer Care Network (CCN) at [redacted] to receive the payoff statement. As stated in our previous response, payoff statements are available until the “Effective Payoff Date” has passed. The statement clearly states a good through date of 1/8/16 and was accessible through CCN until that time. As the payoff request processed on 1/12/16 was good through 2/1/16, Mr. [redacted] was able to view the payoff request until that date. Our records indicate that Mr. [redacted] received the requested information and paid off his loan in full on 1/27/16. We apologize for any misunderstanding by Mr. [redacted] regarding the availability of payoff statements through CCN.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 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.February 25, 2015Dear [redacted],I reject Seneca's response once again because Seneca did not provide a valid reason regarding changing my married name back to my maiden name without my authorization. The original loan which Seneca received was in my maiden name because I was single during that time but that is not justification for the error Seneca made to begin with. I already provided sufficient documentation to prove how [redacted]'s Statement and AMS's(Seneca's) Statement are in my married name. Did Seneca see the statements I attached when I rejected the original response? I will attach the statements again. I also called Seneca numerous times and different representatives/managers stated that Seneca's first statement(attached) was in my married name, would correct the error and the next statement would reflect my married name. Seneca never corrected the error and lied to me. It's been almost a year and I shouldn't be inconvenienced anymore. My next step is to contact my lawyer and seek legal action against Seneca for changing my married name back to my maiden name without my authorization on a document.
Regards,
[redacted]
We are writing in response to the rebuttal filed on April29, 2016 by Ryan and Lauren [redacted], in regards toRevdex.com complaint number [redacted].Please be advised that Mr. & Mrs. [redacted] bill pay check dated March 31, 2016 arrived to Seneca on April28,2016, which was the same day that our previous response was filed. As the reception of the check hadnot yet been documented into our system at the time of our original response to Mr. and Mrs. [redacted]complaint, we did not reference the receipt of the check in our correspondence. Seneca MortgageServicing LLC is investigating the issue to determine why there was such a delay in the receipt of Mr. andMrs. [redacted] payment. Once the cause of the delay is determined, we will take all corrective actionnecessary to avoid any further occurrences of this issue. We sincerely apologize for any inconveniencethat this may have caused.We would like to advise Mr. and Mrs. [redacted] that Seneca Mortgage Servicing LLC does accept electronicbill pay payments. If Mr. and Mrs. [redacted] Bill Pay Company offers electronic payments, they may electthat option, and eliminate the requirement for a paper check to be sent each month.If we can be of further assistance, please call us at [redacted], Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage
We are writing in response to the Revdex.com complaint number [redacted], filed on 5/26/16 by [redacted].Please be advised that Seneca Mortgage Servicing LLC has reviewed Mr. [redacted]'s request to remove the escrow collection from the loan. It is Seneca policy that the requirement for...
escrow will not be removed unless required under State or Federal Law. When Mr. [redacted] and Ms. [redacted]'s loan originated in February 2013, it closed with the requirement for taxes and insurance to be collected and paid through escrow. In accordance with the terms of the original loan documentation, Fannie Mae regulations, and applicable State and Federal Law; Seneca Mortgage Servicing LLC is not obligated to waive the requirement for escrow from the loan. Therefore, we will not consent to the removal of Mr. [redacted] and Ms. [redacted]s escrow account. Per RESP A guidelines, Seneca Mortgage Servicing LLC is required to conduct an analysis on all loans with escrow accounts at least once per year. The purpose of these analyses are to update the escrow collection and monthly payment amounts to ensure that sufficient funds are being collected to pay the escrowed items. Please be aware that upon receipt of new information regarding escrowed items, receipt of the repayment of shortage funds, or upon request, Seneca may conduct additional escrow analyses to account for any changes to the required escrow collection. Please be aware that while the principal and interest portion of the payment will not change, the total monthly payment is subject to alteration as a result of variations in taxes, insurance, and any shortage or overage of funds that may be present in the account. When an escrow analysis is conducted, the borrower is sent a statement detailing the results of the analysis, including any change to their monthly payment amount. It is the responsibility of the borrower to ensure that they are submitting the correct payment amount on time each month. Per the terms of the Note, which both Mr. [redacted] and Ms. [redacted] signed at the origination of the loan, payments are due on the 1st day of each month. There is a 15 day payment grace period from the due date in which monthly payments can be made without incurring a late fee. If said payment is not received by the expiration of the 15 day grace period, the loan will incur a late fee equal to 5% of the overdue payment of principal and interest, which in this case is $90.25. As a courtesy to Mr. [redacted] and Ms. [redacted], Seneca Mortgage Servicing LLC waived 2 of the 3 late charges that were outstanding on your loan on 5/18/16, for a total waiver of $180.50. Please be advised however, that a late charge in the amount of$90.25 is still active on the account, and thus is the borrower's responsibility to pay. As of the date of this letter, Mr. [redacted] and Ms. [redacted]s loan is current, with the next payment due on 6/1/16 in the amount of$2,920.63.Enclosed, please find a copy of the signed Note and Mortgage from the origination of the loan. The Note specifies the payment terms of the loan, including the regulations governing the assessment oflate charges. Section 3 of the Mortgage will specify the contractual requirements regarding the obligations to the escrow account. Ifwe 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-Important Message for Colorado Residents Only-You also have the option of contacting an in-state representative working on behalf of Seneca Mortgage ServicingLLC:Colorado Manager, Inc. 80 Garden Center, Suite 3, Broomfield, CO 80020 Phone number: 303-920-4763-Important Message for Homeownership Counseling Only-The U.S. Department of Housing and Urban Development (HUD) sponsors housing counseling agencies designedto help homeowners avoid losing their homes. To obtain a list ofHUD-approved counseling agencies, please call[redacted] or visit www.hud.gov.Seneca Mortgage
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.
As I have stated 2 times already, my complaint is NOT ABOUT THE SHORT SALE OFFER. My complaint is that no one will return my phone calls that I leave. My complaint is that I have sent 4 faxes asking someone to call me back and have received 1 return letter telling me they will "reply under separate cover" in 30 business days and I have yet to get a call, fax or e-mail from ANYONE at Seneca. How can I work with them if I can't communicate with them? I have left over 2 dozen voicemail messages and my previous realtor has left over a dozen messages as well and neither of us has gotten a return response.I have questions and I need answers - now. Seneca's customer service is deplorable.
Regards,
[redacted]
Case Number: [redacted] [redacted]Dear [redacted]:We are writing in response to the Revdex.com complaint number [redacted], filed by [redacted] on March 11, 2016.After a review of Mr. [redacted]’s loan, Seneca Mortgage Servicing LLC has determined that the $1,416.90 incorporate advance fees on Mr. [redacted]’s...
account were assessed in connection with his previous default whilehis loan was with his prior servicer, [redacted] Bank. On June 1, 2012, Mr. [redacted] submitted the required fundsin the amount of $40,306.90 to reinstate his loan from its default status. As part of the reinstatement of theloan, the corporate advance fees that were incurred as a result of the default of the loan were required tobe repaid. However when the reinstatement funds were received, the portion that should have been usedto eliminate the existing corporate advance balance were not properly applied to the loan. As such, thecorporate advance balance still showed on Mr. [redacted]’s account as outstanding.The servicing of Mr. [redacted]’s loan transferred to Seneca from [redacted], effective June 16, 2014. Because thecorporate advance balance was not properly eliminated upon the reinstatement of the loan, the fee balancewas transferred along with the loan to Seneca. When Mr. [redacted] paid his loan in full on March 11, 2016, thecorporate advance balance was included in the payoff total. However, as Mr. [redacted] previously paid thecorporate advance balance as part of his loan reinstatement in June 2012, the payoff of the loan resultedin a double payment of that fee balance.Please be advised that Seneca Mortgage Servicing LLC has been in contact with [redacted] regarding thisissue. We have received the funds in the amount of $1,416.90 that should have paid off the corporateadvance balance at the time of the reinstatement in June 2012. We will be disbursing a check in thisamount to Mr. [redacted] as a refund for the double payment. Additionally, a check in the amount of $484.16was sent to Mr. [redacted] on April 4, 2016 as a refund for the remaining funds in his escrow account after thepayoff of his loan. We apologize for any inconvenience that this may have caused.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM 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
We are writing in response to the Revdex.com complaint number [redacted] filed on May 23, 2016 by [redacted].After review of Mr. and Mrs. [redacted]'s loan, it has been determined that in March 2016, Seneca Mortgage Servicing LLC received notification that their property taxes...
were delinquent. While they pay their taxes on a quarterly installment plan, Seneca had no information to that effect. Therefore, in accordance with Seneca policy, when the delinquent tax notice arrived, we paid it. As such, on 3/23/16, a total of $11,231.82 was disbursed to pay the delinquent tax bills. Furthermore, an escrow account was established to collect for taxes, as well as the recollection of the funds advanced to pay the tax bills. Therefore an escrow analysis was performed on the loan on 3/31/16, and it was determined that their monthly payment amount would be increasing from the strictly principal and interest payment of$2,865.96 to $5,673.92.Please be advised that after Seneca learned of the tax payment plan in which Mr. and Mrs. [redacted] are enrolled, we contacted the tax office for confirmation of the installment plan, and began work on acquiring a refund for the erroneous payments. We were informed by the tax office that all funds submitted by Seneca would be refunded, with the exception of $1,120.83. This amount would not be refunded as it is the amount due for tile next tax installment. As such, the total refund received only totals $10, II 1.82.Please be aware that Mr. and Mrs. [redacted] will be responsible for the submission of that $1,120.83 to Seneca, to repay the amount that was kept by the tax office as payment of their next installment. Please be advised that Mr. and Mrs. [redacted] can repay the $1,120.83 incrementally over the course of the next 12 months at a rate of $93.40 per month as part of their monthly payments, or they can submit the total in full to Seneca as they would have submitted to the tax office for the payment of their next tax installment. On 5113/16, we received a refund in the amount of$2,823.60 from Harris County and $5,048.39 from the [redacted] School District, for a total of $7,871.99. The remaining refund in the amount of $2,239.89 was received on 5/23116. Upon the receipt of this refund, Seneca was able to remove the escrow collection for taxes from the loan. As such, the monthly payment amount has been adjusted down to $2,959.36 a month, effective with the 6/1116 payment. This payment amount of $2,959.36 includes $93.40, which represents 1/12 of the funds that were kept by the tax office for payment of the next installment. Please be advised that if Mr. and Mrs. [redacted] choose to submit the full $1,120.83 back to Seneca, we will adjust their monthly payment amount back to the strictly principal and interest payment of $2,865. 96. Enclosed, please find a copy of Mr. and Mrs. [redacted]'s Seneca Mortgage Servicing LLC payment history, which will illustrate the above referenced transactions on their account. We sincerely apologize for any inconvenience that this may have caused. 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-
Please be advised that this loan has been transferred to [redacted] Mortgage, LLC effective 9/01/2016. All complaints have been forwarded to [redacted]. Thank you.
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]
Revdex.com ID: [redacted]Loan Number: [redacted] Dear Mr. and Mrs. [redacted]:We are writing in response to Revdex.com inquiry...
[redacted] regarding the above referenced loan.We have reviewed your request to have your escrow account removed, however we will not be able to remove it at this time. As your escrow account was established at the time of closing the investor requires that it stay in effect per the terms of your loan.Your escrow account was recently analyzed, an overage was found in the amount of $4,413.10. A check for this amount was sent to you on 4/1/15. At the time of this letter your account is due for 6/1/15 in the amount of $1,497.34. We apologize for any inconvenience this may have caused you. If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15 AM 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.Pawning the problem off onto their subcontractor when the poor business practices was with that company. The mortgage was not sold to NationStar,; [redacted] was hired to manage Seneca's mortgage loans.This solution is wholly unacceptable and while I do find NationStar a touch above Seneca's best practices, they are still the subcontractor.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear Mr. and Mrs. [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 5/5/15. The General Warranty Deedis something that you would have received from your seller when you...
purchased the property. Whenyou paid off your loan, we filed a release of lien, also known as a deed of full reconveyance. Attached isa copy of the recorded deed of full reconveyance. The original document will be sent to you at themailing address we have on file.We apologize for any inconvenience this may have caused you.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
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 4.28.2015Dear [redacted]:April 28, 2015We are writing in response to the recent complaint submitted to the Revdex.com regardingcomplaint ID [redacted].Our records indicate Seneca Mortgage...
Servicing LLC acquired [redacted] and [redacted]'sloan on March 16, 2015 from [redacted] Lending Services, their prior loan servicer. We have confirmed with[redacted] the tax refund of $3,479.57 was originally sent to them by Mr. and Ms. [redacted] tax authority. OnApril 23, 2015 we received the refund amount of$3,479.57 from [redacted] and applied it back into Mr. andMs. [redacted]'s escrow account and updated their tax line accordingly. The loan will be analyzed within 60days of the acquisition date, and an updated escrow analysis statement will be forward under separatecover to their address.Seneca Mortgage Servicing LLC sincerely apologizes for any inconvenience Mr. and Ms. [redacted] mayhave experienced thus far. Seneca strives to provide excellent customer service and we do value our newrelationship with them, and trust that their future dealings with Seneca Mortgage Servicing LLC will bemore positive.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 find that this resolution is satisfactory to me.
Regards,
[redacted]
Seneca's lawyer stated the taxes were included, of course, this was verbal. As you can see per the reinststement letter nothing was clarified or broken down. Since banks do not reinstate foreclosures without prrof of taxes or insurance paid up at the time of reinstatement, this dollar figured added up. There are fees which I still have no idea what they are for? Something that shows miscelaneous means nothing to me. There are so many fees that have no revelence to me. So I have now been forced to come up with another $4095.00 to pay back to Seneca to keep myself from out of another foreclosure.
Seneca Mortgage Servicing LLC has been working with [redacted] Lending, LLC ([redacted], LLC) withregards to Ms. [redacted]'s inquiries. As a result of the situation, [redacted] has provided the refund of theescrow shortage in the amount of $3,478.27. This amount was deposited into Ms. [redacted]'s escrowaccount...
on 0311 111 6. The account has been updated to reflect the payment amount of $1,26 1 SO, effectivewith the 0310 111 6 payment. Presently, Ms. [redacted] has $1,03 8.25 in her suspense account, and she wouldneed to submit the difference of $223.25 to complete the 03/01/16 payment. We have enclosed a copy ofthe payment history for her records.Seneca would like to thank Ms. [redacted] for her continued patience in this matter. We sincerely apologizefor any inconvenience she may have experienced thus far. Seneca strives to provide excellent customerservice. We value our relationship with her and trust that her future dealings with Seneca MortgageServicing will be more positive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8: 15AM to 10:OO PM Eastern Time and Fridays from 8: 15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
We are in receipt of Revdex.com complaint number [redacted] regarding [redacted].Seneca Mortgage Servicing LLC has confirmed through the county that the prior owner of the propertyhad it under a business name, which is why the loan didn’t qualify for semiannual payments for taxes.The...
taxes were paid correctly as billed. As of 01/20/16, Seneca confirmed with the tax office website thatthe parcel is now eligible for the semiannual billing, and we have updated our records accordingly. Arequest to reanalyze Mr. [redacted]’s account has been submitted and he will receive the copy of the newanalysis under separate cover.Seneca would like to thank Mr. [redacted] for his continued patience in this matter. We sincerely apologizefor any inconvenience he may have experienced. Seneca strives to provide excellent customer serviceIf 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
We arewritingin response. to Revdex.com complaint [redacted] regardingtheabovereferenced loan.Seneca Mortgage Servicing LLC is in receipt of Mr. and Mrs. [redacted]s Revdex.com follow-up complaint dated 5113116. On 1/19/16 we received Mr. and Mrs. [redacted]s January, 2016...
payment.Subsequent to this payment, Seneca sent out a monthly statement to Mr. & Mrs. [redacted] for their February 2016 monthly payment. A copy of this statement is enclosed. In their complaint Mr. and Mrs. [redacted] reference an escrow balance in the amount of$1,538.00 on their February 2016 statement. As set forth on the monthly statement, the escrow balance at that time was $1,493.79. Subsequent to this monthly billing statement, Seneca paid county taxes in the amount of $2,182.01 from the escrow account on 211116, which brought the escrow to a balance of -$688.22. Mortgage Insurance (PMI) was also disbursed in the amount of$307.63, bringing the escrow balance to -$995.85. On 2116116, Mr. and Mrs. [redacted]s regular monthly payment was received and the escrow portion of the payment in the amount of $732.86 was applied, bringing the escrow balance to -$262.99. A PMI payment was disbursed from escrow in the amount of$307.63 on 3110116, bringing the balance to -$570.62. On 3/15.16, Seneca received funds in the amount of$306,583.76 to pay the loan in full, ($304,544.73 was applied to the unpaid principal balance; $1,436.07 was applied to interest; and $570.62 was applied to pay the escrow advance). As the loan was paid off one day prior to the anticipated payoff date, the daily interest amount of$32.34 was placed in escrow. The final PMI payment in the amount of$370.63 was disbursed on 3116116 at which time, Seneca advanced $275.29 from its own funds to complete this payment at no cost to the borrower.We have attached a copy of our previous response dated 5/9/16 outlining the subsequent account activity as well as a payment history, and the referenced billing statements for your reference. 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
Revdex.com ID: [redacted]Loan Number: [redacted]Property Address: [redacted]Knoxville, TN 37917Dear John:We are writing in response to Revdex.com inquiry [redacted] regarding the above referenced loan.Seneca Mortgage Servicing LLC is in receipt of Mr. [redacted]’s Revdex.com complaint dated 2/29/16. When the original payoff request was received on 1/4/16, Mr. [redacted] indicated that he would access our Customer Care Network (CCN) at [redacted] to receive the payoff statement. As stated in our previous response, payoff statements are available until the “Effective Payoff Date” has passed. The statement clearly states a good through date of 1/8/16 and was accessible through CCN until that time. As the payoff request processed on 1/12/16 was good through 2/1/16, Mr. [redacted] was able to view the payoff request until that date. Our records indicate that Mr. [redacted] received the requested information and paid off his loan in full on 1/27/16. We apologize for any misunderstanding by Mr. [redacted] regarding the availability of payoff statements through CCN.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 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.February 25, 2015Dear [redacted],I reject Seneca's response once again because Seneca did not provide a valid reason regarding changing my married name back to my maiden name without my authorization. The original loan which Seneca received was in my maiden name because I was single during that time but that is not justification for the error Seneca made to begin with. I already provided sufficient documentation to prove how [redacted]'s Statement and AMS's(Seneca's) Statement are in my married name. Did Seneca see the statements I attached when I rejected the original response? I will attach the statements again. I also called Seneca numerous times and different representatives/managers stated that Seneca's first statement(attached) was in my married name, would correct the error and the next statement would reflect my married name. Seneca never corrected the error and lied to me. It's been almost a year and I shouldn't be inconvenienced anymore. My next step is to contact my lawyer and seek legal action against Seneca for changing my married name back to my maiden name without my authorization on a document.
Regards,
[redacted]
We are writing in response to the rebuttal filed on April29, 2016 by Ryan and Lauren [redacted], in regards toRevdex.com complaint number [redacted].Please be advised that Mr. & Mrs. [redacted] bill pay check dated March 31, 2016 arrived to Seneca on April28,2016, which was the same day that our previous response was filed. As the reception of the check hadnot yet been documented into our system at the time of our original response to Mr. and Mrs. [redacted]complaint, we did not reference the receipt of the check in our correspondence. Seneca MortgageServicing LLC is investigating the issue to determine why there was such a delay in the receipt of Mr. andMrs. [redacted] payment. Once the cause of the delay is determined, we will take all corrective actionnecessary to avoid any further occurrences of this issue. We sincerely apologize for any inconveniencethat this may have caused.We would like to advise Mr. and Mrs. [redacted] that Seneca Mortgage Servicing LLC does accept electronicbill pay payments. If Mr. and Mrs. [redacted] Bill Pay Company offers electronic payments, they may electthat option, and eliminate the requirement for a paper check to be sent each month.If we can be of further assistance, please call us at [redacted], Monday through Thursday from 8:15AM to 10:00 PM Eastern Time and Fridays from 8:15AM to 5:00PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 8.21.2015
We are writing in response to the Revdex.com complaint number [redacted], filed on 5/26/16 by [redacted].Please be advised that Seneca Mortgage Servicing LLC has reviewed Mr. [redacted]'s request to remove the escrow collection from the loan. It is Seneca policy that the requirement for...
escrow will not be removed unless required under State or Federal Law. When Mr. [redacted] and Ms. [redacted]'s loan originated in February 2013, it closed with the requirement for taxes and insurance to be collected and paid through escrow. In accordance with the terms of the original loan documentation, Fannie Mae regulations, and applicable State and Federal Law; Seneca Mortgage Servicing LLC is not obligated to waive the requirement for escrow from the loan. Therefore, we will not consent to the removal of Mr. [redacted] and Ms. [redacted]s escrow account. Per RESP A guidelines, Seneca Mortgage Servicing LLC is required to conduct an analysis on all loans with escrow accounts at least once per year. The purpose of these analyses are to update the escrow collection and monthly payment amounts to ensure that sufficient funds are being collected to pay the escrowed items. Please be aware that upon receipt of new information regarding escrowed items, receipt of the repayment of shortage funds, or upon request, Seneca may conduct additional escrow analyses to account for any changes to the required escrow collection. Please be aware that while the principal and interest portion of the payment will not change, the total monthly payment is subject to alteration as a result of variations in taxes, insurance, and any shortage or overage of funds that may be present in the account. When an escrow analysis is conducted, the borrower is sent a statement detailing the results of the analysis, including any change to their monthly payment amount. It is the responsibility of the borrower to ensure that they are submitting the correct payment amount on time each month. Per the terms of the Note, which both Mr. [redacted] and Ms. [redacted] signed at the origination of the loan, payments are due on the 1st day of each month. There is a 15 day payment grace period from the due date in which monthly payments can be made without incurring a late fee. If said payment is not received by the expiration of the 15 day grace period, the loan will incur a late fee equal to 5% of the overdue payment of principal and interest, which in this case is $90.25. As a courtesy to Mr. [redacted] and Ms. [redacted], Seneca Mortgage Servicing LLC waived 2 of the 3 late charges that were outstanding on your loan on 5/18/16, for a total waiver of $180.50. Please be advised however, that a late charge in the amount of$90.25 is still active on the account, and thus is the borrower's responsibility to pay. As of the date of this letter, Mr. [redacted] and Ms. [redacted]s loan is current, with the next payment due on 6/1/16 in the amount of$2,920.63.Enclosed, please find a copy of the signed Note and Mortgage from the origination of the loan. The Note specifies the payment terms of the loan, including the regulations governing the assessment oflate charges. Section 3 of the Mortgage will specify the contractual requirements regarding the obligations to the escrow account. Ifwe 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-Important Message for Colorado Residents Only-You also have the option of contacting an in-state representative working on behalf of Seneca Mortgage ServicingLLC:Colorado Manager, Inc. 80 Garden Center, Suite 3, Broomfield, CO 80020 Phone number: 303-920-4763-Important Message for Homeownership Counseling Only-The U.S. Department of Housing and Urban Development (HUD) sponsors housing counseling agencies designedto help homeowners avoid losing their homes. To obtain a list ofHUD-approved counseling agencies, please call[redacted] or visit www.hud.gov.Seneca Mortgage
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.
As I have stated 2 times already, my complaint is NOT ABOUT THE SHORT SALE OFFER. My complaint is that no one will return my phone calls that I leave. My complaint is that I have sent 4 faxes asking someone to call me back and have received 1 return letter telling me they will "reply under separate cover" in 30 business days and I have yet to get a call, fax or e-mail from ANYONE at Seneca. How can I work with them if I can't communicate with them? I have left over 2 dozen voicemail messages and my previous realtor has left over a dozen messages as well and neither of us has gotten a return response.I have questions and I need answers - now. Seneca's customer service is deplorable.
Regards,
[redacted]
Case Number: [redacted] [redacted]Dear [redacted]:We are writing in response to the Revdex.com complaint number [redacted], filed by [redacted] on March 11, 2016.After a review of Mr. [redacted]’s loan, Seneca Mortgage Servicing LLC has determined that the $1,416.90 incorporate advance fees on Mr. [redacted]’s...
account were assessed in connection with his previous default whilehis loan was with his prior servicer, [redacted] Bank. On June 1, 2012, Mr. [redacted] submitted the required fundsin the amount of $40,306.90 to reinstate his loan from its default status. As part of the reinstatement of theloan, the corporate advance fees that were incurred as a result of the default of the loan were required tobe repaid. However when the reinstatement funds were received, the portion that should have been usedto eliminate the existing corporate advance balance were not properly applied to the loan. As such, thecorporate advance balance still showed on Mr. [redacted]’s account as outstanding.The servicing of Mr. [redacted]’s loan transferred to Seneca from [redacted], effective June 16, 2014. Because thecorporate advance balance was not properly eliminated upon the reinstatement of the loan, the fee balancewas transferred along with the loan to Seneca. When Mr. [redacted] paid his loan in full on March 11, 2016, thecorporate advance balance was included in the payoff total. However, as Mr. [redacted] previously paid thecorporate advance balance as part of his loan reinstatement in June 2012, the payoff of the loan resultedin a double payment of that fee balance.Please be advised that Seneca Mortgage Servicing LLC has been in contact with [redacted] regarding thisissue. We have received the funds in the amount of $1,416.90 that should have paid off the corporateadvance balance at the time of the reinstatement in June 2012. We will be disbursing a check in thisamount to Mr. [redacted] as a refund for the double payment. Additionally, a check in the amount of $484.16was sent to Mr. [redacted] on April 4, 2016 as a refund for the remaining funds in his escrow account after thepayoff of his loan. We apologize for any inconvenience that this may have caused.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15AM 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
We are writing in response to the Revdex.com complaint number [redacted] filed on May 23, 2016 by [redacted].After review of Mr. and Mrs. [redacted]'s loan, it has been determined that in March 2016, Seneca Mortgage Servicing LLC received notification that their property taxes...
were delinquent. While they pay their taxes on a quarterly installment plan, Seneca had no information to that effect. Therefore, in accordance with Seneca policy, when the delinquent tax notice arrived, we paid it. As such, on 3/23/16, a total of $11,231.82 was disbursed to pay the delinquent tax bills. Furthermore, an escrow account was established to collect for taxes, as well as the recollection of the funds advanced to pay the tax bills. Therefore an escrow analysis was performed on the loan on 3/31/16, and it was determined that their monthly payment amount would be increasing from the strictly principal and interest payment of$2,865.96 to $5,673.92.Please be advised that after Seneca learned of the tax payment plan in which Mr. and Mrs. [redacted] are enrolled, we contacted the tax office for confirmation of the installment plan, and began work on acquiring a refund for the erroneous payments. We were informed by the tax office that all funds submitted by Seneca would be refunded, with the exception of $1,120.83. This amount would not be refunded as it is the amount due for tile next tax installment. As such, the total refund received only totals $10, II 1.82.Please be aware that Mr. and Mrs. [redacted] will be responsible for the submission of that $1,120.83 to Seneca, to repay the amount that was kept by the tax office as payment of their next installment. Please be advised that Mr. and Mrs. [redacted] can repay the $1,120.83 incrementally over the course of the next 12 months at a rate of $93.40 per month as part of their monthly payments, or they can submit the total in full to Seneca as they would have submitted to the tax office for the payment of their next tax installment. On 5113/16, we received a refund in the amount of$2,823.60 from Harris County and $5,048.39 from the [redacted] School District, for a total of $7,871.99. The remaining refund in the amount of $2,239.89 was received on 5/23116. Upon the receipt of this refund, Seneca was able to remove the escrow collection for taxes from the loan. As such, the monthly payment amount has been adjusted down to $2,959.36 a month, effective with the 6/1116 payment. This payment amount of $2,959.36 includes $93.40, which represents 1/12 of the funds that were kept by the tax office for payment of the next installment. Please be advised that if Mr. and Mrs. [redacted] choose to submit the full $1,120.83 back to Seneca, we will adjust their monthly payment amount back to the strictly principal and interest payment of $2,865. 96. Enclosed, please find a copy of Mr. and Mrs. [redacted]'s Seneca Mortgage Servicing LLC payment history, which will illustrate the above referenced transactions on their account. We sincerely apologize for any inconvenience that this may have caused. 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-
Please be advised that this loan has been transferred to [redacted] Mortgage, LLC effective 9/01/2016. All complaints have been forwarded to [redacted]. Thank you.
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]
Revdex.com ID: [redacted]Loan Number: [redacted] Dear Mr. and Mrs. [redacted]:We are writing in response to Revdex.com inquiry...
[redacted] regarding the above referenced loan.We have reviewed your request to have your escrow account removed, however we will not be able to remove it at this time. As your escrow account was established at the time of closing the investor requires that it stay in effect per the terms of your loan.Your escrow account was recently analyzed, an overage was found in the amount of $4,413.10. A check for this amount was sent to you on 4/1/15. At the time of this letter your account is due for 6/1/15 in the amount of $1,497.34. We apologize for any inconvenience this may have caused you. If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8:15 AM 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
Here is the copy of the check in which we sent to the consumer.
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.Pawning the problem off onto their subcontractor when the poor business practices was with that company. The mortgage was not sold to NationStar,; [redacted] was hired to manage Seneca's mortgage loans.This solution is wholly unacceptable and while I do find NationStar a touch above Seneca's best practices, they are still the subcontractor.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear Mr. and Mrs. [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 5/5/15. The General Warranty Deedis something that you would have received from your seller when you...
purchased the property. Whenyou paid off your loan, we filed a release of lien, also known as a deed of full reconveyance. Attached isa copy of the recorded deed of full reconveyance. The original document will be sent to you at themailing address we have on file.We apologize for any inconvenience this may have caused you.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
Seneca Mortgage Servicing LLC has completed our research
attached is our response letter. Thank you 4.28.2015Dear [redacted]:April 28, 2015We are writing in response to the recent complaint submitted to the Revdex.com regardingcomplaint ID [redacted].Our records indicate Seneca Mortgage...
Servicing LLC acquired [redacted] and [redacted]'sloan on March 16, 2015 from [redacted] Lending Services, their prior loan servicer. We have confirmed with[redacted] the tax refund of $3,479.57 was originally sent to them by Mr. and Ms. [redacted] tax authority. OnApril 23, 2015 we received the refund amount of$3,479.57 from [redacted] and applied it back into Mr. andMs. [redacted]'s escrow account and updated their tax line accordingly. The loan will be analyzed within 60days of the acquisition date, and an updated escrow analysis statement will be forward under separatecover to their address.Seneca Mortgage Servicing LLC sincerely apologizes for any inconvenience Mr. and Ms. [redacted] mayhave experienced thus far. Seneca strives to provide excellent customer service and we do value our newrelationship with them, and trust that their future dealings with Seneca Mortgage Servicing LLC will bemore positive.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 find that this resolution is satisfactory to me.
Regards,
[redacted]
Seneca's lawyer stated the taxes were included, of course, this was verbal. As you can see per the reinststement letter nothing was clarified or broken down. Since banks do not reinstate foreclosures without prrof of taxes or insurance paid up at the time of reinstatement, this dollar figured added up. There are fees which I still have no idea what they are for? Something that shows miscelaneous means nothing to me. There are so many fees that have no revelence to me. So I have now been forced to come up with another $4095.00 to pay back to Seneca to keep myself from out of another foreclosure.
Seneca Mortgage Servicing LLC has been working with [redacted] Lending, LLC ([redacted], LLC) withregards to Ms. [redacted]'s inquiries. As a result of the situation, [redacted] has provided the refund of theescrow shortage in the amount of $3,478.27. This amount was deposited into Ms. [redacted]'s escrowaccount...
on 0311 111 6. The account has been updated to reflect the payment amount of $1,26 1 SO, effectivewith the 0310 111 6 payment. Presently, Ms. [redacted] has $1,03 8.25 in her suspense account, and she wouldneed to submit the difference of $223.25 to complete the 03/01/16 payment. We have enclosed a copy ofthe payment history for her records.Seneca would like to thank Ms. [redacted] for her continued patience in this matter. We sincerely apologizefor any inconvenience she may have experienced thus far. Seneca strives to provide excellent customerservice. We value our relationship with her and trust that her future dealings with Seneca MortgageServicing will be more positive.If we can be of further assistance, please call us at ###-###-####, Monday through Thursday from 8: 15AM to 10:OO PM Eastern Time and Fridays from 8: 15 AM to 5:00 PM Eastern Time.Sincerely,Customer Service DepartmentSeneca Mortgage Servicing LLC
We are in receipt of Revdex.com complaint number [redacted] regarding [redacted].Seneca Mortgage Servicing LLC has confirmed through the county that the prior owner of the propertyhad it under a business name, which is why the loan didn’t qualify for semiannual payments for taxes.The...
taxes were paid correctly as billed. As of 01/20/16, Seneca confirmed with the tax office website thatthe parcel is now eligible for the semiannual billing, and we have updated our records accordingly. Arequest to reanalyze Mr. [redacted]’s account has been submitted and he will receive the copy of the newanalysis under separate cover.Seneca would like to thank Mr. [redacted] for his continued patience in this matter. We sincerely apologizefor any inconvenience he may have experienced. Seneca strives to provide excellent customer serviceIf 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
We arewritingin response. to Revdex.com complaint [redacted] regardingtheabovereferenced loan.Seneca Mortgage Servicing LLC is in receipt of Mr. and Mrs. [redacted]s Revdex.com follow-up complaint dated 5113116. On 1/19/16 we received Mr. and Mrs. [redacted]s January, 2016...
payment.Subsequent to this payment, Seneca sent out a monthly statement to Mr. & Mrs. [redacted] for their February 2016 monthly payment. A copy of this statement is enclosed. In their complaint Mr. and Mrs. [redacted] reference an escrow balance in the amount of$1,538.00 on their February 2016 statement. As set forth on the monthly statement, the escrow balance at that time was $1,493.79. Subsequent to this monthly billing statement, Seneca paid county taxes in the amount of $2,182.01 from the escrow account on 211116, which brought the escrow to a balance of -$688.22. Mortgage Insurance (PMI) was also disbursed in the amount of$307.63, bringing the escrow balance to -$995.85. On 2116116, Mr. and Mrs. [redacted]s regular monthly payment was received and the escrow portion of the payment in the amount of $732.86 was applied, bringing the escrow balance to -$262.99. A PMI payment was disbursed from escrow in the amount of$307.63 on 3110116, bringing the balance to -$570.62. On 3/15.16, Seneca received funds in the amount of$306,583.76 to pay the loan in full, ($304,544.73 was applied to the unpaid principal balance; $1,436.07 was applied to interest; and $570.62 was applied to pay the escrow advance). As the loan was paid off one day prior to the anticipated payoff date, the daily interest amount of$32.34 was placed in escrow. The final PMI payment in the amount of$370.63 was disbursed on 3116116 at which time, Seneca advanced $275.29 from its own funds to complete this payment at no cost to the borrower.We have attached a copy of our previous response dated 5/9/16 outlining the subsequent account activity as well as a payment history, and the referenced billing statements for your reference. 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