Service Link LP

ServiceLink handled the refinance of MsHoward's property at the request of her lender, [redacted] ***Since Ms [redacted] had already owned the property we would not have offered to issue an owner's title policy as that is something that is typically done at the time an individual purchases the propertyHad Ms [redacted] purchased an owner's policy at the time of purchase she would have reason to file a claim against that policyAs the policy issued by ServiceLink was issued to the lender no such claim may be madeHowever, ServiceLink does recognize that this lien should have been paid at the time of purchase and as Ms [redacted] did pay for the loan policy we will refund her the cost of the policy, commitment fee and settlement fee for a total refund of $

I am Regulatory and Compliance Counsel for ServiceLink and, in that capactiy, am authorized to respond to this complaint The deed Ms [redacted] references was recorded on July The original will be sent to Ms [redacted] once we receive it back from the County I sincerely apologize for the delay and frustration Ms [redacted] has suffered while this process has been ongoing and am assured that she will be kept apprised of all developments as they occur going forward

Thank you for the opportunity to respond to Mr***' complaint Please note that the recording of Mr*** deed occurred on December 8, and is filed at [redacted] *** I sincerely apologize for the inconvenience caused to Mr***' as a result of the recording delay.Thank you[redacted] ***Regulatory and Compliance CounselServiceLink [redacted]

On behalf of ServiceLink, I apologize for the delay in having the deed to this property recorded I can confirm that it has now been recorded and a copy is attached We will send the original to the Johnsons as soon as we canSincerely, Eric EvansChief Regulatory and Compliance Counsel

Thank you for the opportunity to respond to this complaint After review, we have determined that Servicelink was ready to close as early as 3/13/on the propertyThere was a delay in obtaining the Homeowner's Association (HOA) payoffServicelink had ordered the HOA payoff on 2/20/On 3/9/Servicelink called to check status of the HOA payoff and was advised that the woman who took the initial order was out ill and we needed to re-order and they would place a rush on itWe received the HOA payoff on 3/13/ On 3/13/Servicelink contacted the lender to advise status of closingOn 3/16/the lender advised they would be ready to close on 3/18/ On 3/18/the buyer's agent contacted ServiceLink to ask if they could close at the agent’s office due to scheduling conflict with the buyerServicelink permitted this and documents were executed on 3/18/ On 3/20/Servicelink was made aware from the buyer's mortgage company that the mortgage needed to be resigned due to an issue with the notary acknowledgement Servicelink coordinated the resign of the mortgage and the mortgage was recorded on 3/30/ Servicelink will agree to refund the buyer his closing fee of $for his inconvenience.Please let us know if that resolution is acceptable.Sincerely, [redacted] ***Regulatory and Compliance CounselServiceLink [redacted]

ServiceLink has reviewed this complaint and does not believe a refund is owed As shown on the attached authorization, electronically signed by Mr [redacted] , he agreed to a charge of $for an appraisal, as required by his mortgage lender The authorization also discloses the fact that ServiceLink performs a quality assurance review prior to delivering the report to the lender, which indicates that ServiceLink is performing functions for which it can be compensated As a result, ServiceLink does not feel this is a misleading business practice.Thank you for the opportunity to respond to this matter.Eric E***, SVPChief Regulatory and Compliance Counsel [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 We had two lenders and when asked we responded within the day telling Manda which lender we were using (this was two weeks before the closing)Manda was not reachable for a week and half before closingWe closed on the 18th but didnt get keys till the 20th because the deal wasn't funded and seller wouldn't release the keys.We paid over $in storage and hotel costs 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 I just received a letter from Revdex.com regarding the referenced complaint I filed back in January As of yet my complaint has not been resolved by ServiceLink I received two letters in the mail today, March 4, One stating the business has responded, and I have days to respond back The second letter stating the case has been closed since a response from me has not been received I received both of these the same day, in the same envelope.As I’ve said my issues regarding this complaint have still not been resolved, now going on close to four months since my settlement date I have not yet received a copy of my recorded deed, I have not received my Enhanced Homeowner’s Title policy which I paid for, and no proof the county water benefit/deficit liens have been satisfied My realtor did contact me to say ServiceLink has informed her there needs to be a survey done for my property to acquire the Enhanced title policy, which again, I paid for at settlement back in November They wanted me to pay for this survey I don’t feel I should have to pay for this since my settlement was close to four month ago It shouldn’t take a professional title company this long to figure out a survey is required for a product that they sold (and collected money on).I have copied MrEric E [redacted] on this correspondence, since the letter I received from Revdex.com states that he is the POC working this case on behalf of ServiceLink.Regards, [redacted] ###-###-#### Regards, Reza Holland

On behalf of ServiceLink, I'd like to apologize for the inconvenience and frustration Ms [redacted] has experienced in trying to resolve her real estate closing We have gotten in touch with her and are working to diligently to resolve her issues directlyShould you need anything else, please let me knowEric E***Chief Regulatory and Compliance Counseleric.e***@svclnk.com

Date Sent: 8/17/12:00:AM ---------- Forwarded message ----------From: [redacted] Date: Wed, Aug 12, at 11:AMSubject: Complaint ID: 10761542To: "[email protected]" Hi,Thank you for your involvement The check was received by our attorney today, so no further action is needed on your partRegards, [redacted]

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 ServiceLink's willingness to work with me - I hope that ServiceLink is able to resolve the issues that led to the problem so that other first time home owners don't face the same thing Regards, [redacted] ***

Thank you for the opportunity to respond to this complaint On behalf of ServiceLink, I apologize for the delay in getting this deed recorded I can confirm that it recorded on November 9, as Instrument # [redacted] Please let me know if you need anything further on this.Sincerely,Eric E***Chief Regulatory and Compliance Counsel [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 Service Link has evaded my questions in my original complaintsPlease specify on Page 4, (a) and (c), where does it say buyer shall pay seller's Wire fee, overnight fee and POA related fees? This section is regarding the owed taxes, HOA fee, utility bills related to the occupied property etcnot to be paid or prorated to be paid by the sellerIt's not about to have buyer to pay for whatever seller's specific requested servicesSay, if the seller wants its money to be wired to different accounts, you, as the closing agent, will just simply pass the bill to the buyer for their 25k wire fee? These fees are not property sale related, but rather seller requested serviceWhoever wants specific service, who is responsible for their own demandsPlease see the attachment regarding the seller pays the owner's policy and Title search fee ( page of the contract,, it has been pulled out here for your convenience)YOUR agent, till this day, is charging the buyer this search fee + update fee regardless of what is put down on the contractHUD-from Ms Carla.C [redacted] is also attached for your referenceI might have missed it in the contract, but please help me find in the contract where does it say when the seller does not want to honor the items which have been previously agreed upon/advertised on, it is the buyer's default, as YOUR closing agent so readily and professionally made such judgement? 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. [To assist us in bringing this matter to a... close, we would like to know your view on the matter.] Regards, [redacted]

Thank you for the opportunity to respond to this complaint On behalf of ServiceLink, I apologize for the inconvenience and issues experienced by the buyers on this transaction ServiceLink does strive to provide best in class service and it clearly did not happen on this transactionWe have confirmed with the buyer's home owner's insurance agent that the payment that was sent from closing has been applied to the correct policy and that the insurance coverage will not be cancelled Again, I apologize for the inconvenience our actions caused the buyersSincerely, Eric E***Chief Regulatory and Compliance Counsel

Thank you for the opportunity to respond to this complaint On behalf of ServiceLink, I'd like to apologize for the inconvenience the recording delay has caused ServiceLink initially attempted to record this deed on November 19, 2015, but the county rejected it Since that time, ServiceLink has submitted this deed on four separate occasions and the county has rejected the recording for a different reason each time The deed is currently with a local abstractor who is presenting it for recordation this week We'll continue to follow up to make sure it is recorded as soon as possible Again, I apologize for the inconvenience caused by the delaySincerely, Eric E***Chief Regulatory and Compliance Counsel [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 My original letter from [redacted] (not retained) as well as the email attached contained the language, "Please note that this fee is subject to change based upon complexity and/or a rural area." This statement could be taken that the fee could be adjusted up or down based on various factors and does not state it is a locked in price that could only go up - there is no mention of additional costs to be incurred outside the cost of the appraiser which was $ In addition, once I questioned the refund due to knowing the fee charged by the appraiser, Patricia C [redacted] replied via email (attached), "Yes the appraiser's portion is for their service However, our company has to make a profit on all appraisals therefore the additional is retained by Serviclink for processing charges." In addition, the "quality assurance review" that is mentioned in the businesses response is also questioned as I received the appraisal directly from the appraiser and then soon after from a ServiceLink rep - not allowing for sufficient enough time for a quality review Finally, ServiceLink left a VM and an email to the appraisal to follow up to see if they sent the appraisal directly to me (attached) This, to me, makes it seem like they panicked that it was sent directly to me allowing me to see the appraisal fee charged and therefore exposing their 43% markup of the actual cost To assist us in bringing this matter to a close, we would like to know your view on the matter Regards, [redacted]

Thank you for the opportunity to respond to this complaint Based on the information contained in the complaint, we are unable to locate which business unit at ServiceLink may have performed services on this property If we could get a copy of the inspection report the complainant says she was able to obtain, that would help in directing this complaint to the proper person for a response Once we've reviewed a copy of the report, we'll be able to provide a more detailed responseSincerely,Eric E***Chief Regulatory and Compliance CounselServiceLink [redacted]

On behalf of ServiceLink, please allow me to apologize for the non-responsiveness to Mr [redacted] These funds have been refunded to Mr [redacted] and the cancelled checks are attached Should you need anything else, please let me knowSincerely, Eric E***Chief Regulatory and Compliance Counsel [redacted]

ServiceLink apologizes for the issues that Mr [redacted] is having with the payments of his accountsServiceLink, issued the checks at the direction of [redacted] Bank as part of his refinance transactionAs we are not privy to the information regarding the accounts that are being paid, we included as much information as possible as provided by his lender in the Closing InstructionsThe checks were sent to Mr [redacted] and should have been sent to the creditor along with a copy of his most recent statement so the account could be properly creditedWhile we are happy to assist Mr [redacted] in any way possible, we do not have the statements, thus we are not able to submit payment directly to the creditorAs the payment of these items were a condition of loan we are also unable to issue the funds payable to Mr [redacted] without written authorization from his lender