Tejas Tax Lending

In 2013, Tejas Tax Lending attempted to send out postcards as part of a marketing campaign for people with delinquent taxesWhile doing research for this project, the loan processor assigned to Ellis County, Texas, came across a tax account with delinquent taxes and cross-referenced the property address in Ovation’s systemHe discovered an active loan for [redacted] ***Not realizing the tax account numbers were in fact different, this loan processor called Ms [redacted] to offer her a refinance for the delinquent taxes, only to learn of the mistakeAfter repeatedly apologizing to Ms [redacted] over the phone, she demanded a written apology letter from himThis incident happened more than three (3) years ago, but after speaking with the loan processor about this complaint, he says he did in fact send Ms [redacted] a hand written apology letter, but not realizing it would be an issue three (3) years later, he mailed it to her without keeping a copyThough I believe him when he says he sent the letter, I have no way of proving thatHowever, after this incident occurred, Ms [redacted] agreed to refinance her loan with Ovation Lending for a third timeAt the origination of the this third loan, whether Ms [redacted] realized it or not, the loan processor was Ernest Bernal and through the licensed loan officer he assisted, certain underwriting criteria was waived to enable Ms [redacted] to refinance the account, which would have otherwise prohibited her from refinancingThank you for your time and if there is anything else I can do to help resolve this with Ms***, please let me know.Sincerely, [redacted] Senior Vice President Ovation Services, LLC

In 2013, Tejas Tax Lending attempted to send out postcards as part of a marketing campaign for people with delinquent taxesWhile doing research for this project, the loan processor assigned to Ellis County, Texas, came across a tax account with delinquent taxes and cross-referenced the property address in Ovation’s systemHe discovered an active loan for [redacted] ***Not realizing the tax account numbers were in fact different, this loan processor called Ms [redacted] to offer her a refinance for the delinquent taxes, only to learn of the mistakeAfter repeatedly apologizing to Ms [redacted] over the phone, she demanded a written apology letter from himThis incident happened more than three (3) years ago, but after speaking with the loan processor about this complaint, he says he did in fact send Ms [redacted] a hand written apology letter, but not realizing it would be an issue three (3) years later, he mailed it to her without keeping a copyThough I believe him when he says he sent the letter, I have no way of proving thatHowever, after this incident occurred, Ms [redacted] agreed to refinance her loan with Ovation Lending for a third timeAt the origination of the this third loan, whether Ms [redacted] realized it or not, the loan processor was Ernest Bernal and through the licensed loan officer he assisted, certain underwriting criteria was waived to enable Ms [redacted] to refinance the account, which would have otherwise prohibited her from refinancingThank you for your time and if there is anything else I can do to help resolve this with Ms***, please let me knowSincerely, [redacted] Senior Vice President Ovation Services, LLC

Ovation Lending is a sister company of Ovation Services and it does only what its’ name indicates, as does Ovation ServicesMs***’s complaint that Ovation Lending was not disclosed to her is inaccurate, as all loan documents she signed initially clearly reflect Ovation Lending d/b/a Tejas Tax
Lending as the name of the originator on her loanWhile Ovation strives to show each customer the proper respect he or she is due, our representatives should not have to endure abuseOver the last eight (8) months, contact between Ovation’s Customer Service Department and Ms*** has gradually escalated each time for various reasons, which we refuse to tolerate from herMs*** states the principal balance is incorrect, but as reflected in the promissory note she signed, the principal balance is $11,(see attached Exhibit “A”)The current payoff balance is more than the original principal because Ms***’s account is delinquent seven months and in addition to late fees, there is interest and interest on fees accruing daily on the accountMs***’s statement that we have “refused” to cooperate with her is incorrectOn three (3) different occasions within the last year, Ms*** has been set up on a repayment plan to help her with her past due account (see Exhibit “B”)While there was a clerical error with the first repayment plan, it was immediately corrected, but Ms*** has failed to comply with those agreements and her account has been referred to an outside firm for collectionsIn September 2015, Ovation lost its longtime Customer Service Manager who was helping Ms*** with several issues she had with her accountIn October 2015, we hired a new Manager, who took a call from Ms***, with questions posed on where to mail paymentsBy mistake, the new Manager provided Ms*** with the address for Ovation’s corporate office in Austin, Texas instead of the payment processing center in Houston, TexasOn top of this mistake, the U.SPost Office actually lost the payment Ms*** sent and she had to track it downWhile we understood the inconveniences she was encountering, her account was still delinquent and Customer Service had a responsibility to call and collect on that past due account, despite Ms***’s objectionsAfter this incident, based on notes made by customer service representatives, I believe she blamed Ovation for the Post Office losing the payment and her attitude and tone changes anytime a customer service representative would speak with herWhile I understand her frustration, she has made threats to Page several of Ovation’s employees and made multiple demands to have the customer service manager fired for giving her the wrong addressOvation has made numerous attempts to rectify the situation with Ms***, which she has refused to abide by, but if she would like to discuss something more, I would be glad to do that with her.Sincerely, *** ** *** Senior Vice President Ovation Services, LLC

Ovation Lending is a sister company of Ovation Services and it does only what its’ name indicates, as does Ovation ServicesMs***’s complaint that Ovation Lending was not
disclosed to her is inaccurate, as all loan documents she signed initially clearly reflect Ovation Lending d/b/a Tejas Tax Lending as the name of the originator on her loanWhile Ovation strives to show each customer the proper respect he or she is due, our representatives should not have to endure abuseOver the last eight (8) months, contact between Ovation’s Customer Service Department and Ms*** has gradually escalated each time for various reasons, which we refuse to tolerate from herMs*** states the principal balance is incorrect, but as reflected in the promissory note she signed, the principal balance is $11,(see attached Exhibit “A”)The current payoff balance is more than the original principal because Ms***’s account is delinquent seven months and in addition to late fees, there is interest and interest on fees accruing daily on the accountMs***’s statement that we have “refused” to cooperate with her is incorrectOn three (3) different occasions within the last year, Ms*** has been set up on a repayment plan to help her with her past due account (see Exhibit “B”)While there was a clerical error with the first repayment plan, it was immediately corrected, but Ms*** has failed to comply with those agreements and her account has been referred to an outside firm for collectionsIn September 2015, Ovation lost its longtime Customer Service Manager who was helping Ms*** with several issues she had with her accountIn October 2015, we hired a new Manager, who took a call from Ms***, with questions posed on where to mail paymentsBy mistake, the new Manager provided Ms*** with the address for Ovation’s corporate office in Austin, Texas instead of the payment processing center in Houston, TexasOn top of this mistake, the U.SPost Office actually lost the payment Ms*** sent and she had to track it downWhile we understood the inconveniences she was encountering, her account was still delinquent and Customer Service had a responsibility to call and collect on that past due account, despite Ms***’s objectionsAfter this incident, based on notes made by customer service representatives, I believe she blamed Ovation for the Post Office losing the payment and her attitude and tone changes anytime a customer service representative would speak with herWhile I understand her frustration, she has made threats to Page several of Ovation’s employees and made multiple demands to have the customer service manager fired for giving her the wrong addressOvation has made numerous attempts to rectify the situation with Ms***, which she has refused to abide by, but if she would like to discuss something more, I would be glad to do that with herSincerely, *** ** *** Senior Vice President Ovation Services, LLC

In 2013, Tejas Tax Lending attempted to send out postcards as part of a marketing campaign for people with delinquent taxes. While doing research for...

this project, the loan processor assigned to Ellis County, Texas, came across a tax account with delinquent taxes and cross-referenced the property address in Ovation’s system. He discovered an active loan for [redacted]. Not realizing the tax account numbers were in fact different, this loan processor called Ms. [redacted] to offer her a refinance for the delinquent taxes, only to learn of the mistake. After repeatedly apologizing to Ms. [redacted] over the phone, she demanded a written apology letter from him. This incident happened more than three (3) years ago, but after speaking with the loan processor about this complaint, he says he did in fact send Ms. [redacted] a hand written apology letter, but not realizing it would be an issue three (3) years later, he mailed it to her without keeping a copy. Though I believe him when he says he sent the letter, I have no way of proving that. However, after this incident occurred, Ms. [redacted] agreed to refinance her loan with Ovation Lending for a third time. At the origination of the this third loan, whether Ms. [redacted] realized it or not, the loan processor was Ernest Bernal and through the licensed loan officer he assisted, certain underwriting criteria was waived to enable Ms. [redacted] to refinance the account, which would have otherwise prohibited her from refinancing. Thank you for your time and if there is anything else I can do to help resolve this with Ms. [redacted], please let me know.
Sincerely,    [redacted] Senior Vice President Ovation Services, LLC.

In 2013, Tejas Tax Lending attempted to send out postcards as part of a marketing campaign for people with delinquent taxes. While doing research for this project, the loan processor assigned to Ellis County, Texas, came across a tax account with delinquent taxes and...

cross-referenced the property address in Ovation’s system. He discovered an active loan for [redacted]. Not realizing the tax account numbers were in fact different, this loan processor called Ms. [redacted] to offer her a refinance for the delinquent taxes, only to learn of the mistake. After repeatedly apologizing to Ms. [redacted] over the phone, she demanded a written apology letter from him. This incident happened more than three (3) years ago, but after speaking with the loan processor about this complaint, he says he did in fact send Ms. [redacted] a hand written apology letter, but not realizing it would be an issue three (3) years later, he mailed it to her without keeping a copy. Though I believe him when he says he sent the letter, I have no way of proving that. However, after this incident occurred, Ms. [redacted] agreed to refinance her loan with Ovation Lending for a third time. At the origination of the this third loan, whether Ms. [redacted] realized it or not, the loan processor was Ernest Bernal and through the licensed loan officer he assisted, certain underwriting criteria was waived to enable Ms. [redacted] to refinance the account, which would have otherwise prohibited her from refinancing. Thank you for your time and if there is anything else I can do to help resolve this with Ms. [redacted], please let me know.Sincerely,    [redacted] Senior Vice President Ovation Services, LLC.