join"miter"> [redacted] Toll Free Phone [redacted] , SC Toll Free Fax [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 12, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] , RI Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted March 9, to Shellpoint Mortgage Servicing (“Shellpoint”) [redacted] stated in the complaint, that he has been trying to pay this Bank, but they are refusing to take his payment [redacted] advised that he submitted an automatic payment (“ACH”) form, but he has not received an answer and he keeps receiving calls at night [redacted] would like for Shellpoint to take his payment and stop calling him [redacted] Services, L.P., (“ [redacted] ”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, [redacted] received a signed ACH Draft Authorization form on February 7, (enclosed)The form authorized drafts to begin on March 10, and to draft on the 10th of each month, every month thereafter [redacted] attempted to contact [redacted] on February 26, to advise him that we set up his ACH to begin on March 10, 2014, but we did not receive the payment that was due February 1, [redacted] refused to verify his identity and [redacted] was unable to proceed with the call, or answer his question about whether or not the ACH form had been receivedAs of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing, a division of [redacted] Financial, LLCThe servicing of the loan, and the ACH Draft Plan, transferred to Shellpoint on March 1, Shellpoint contacted [redacted] on March 6, because the loan was still past due [redacted] refused to verify his identity again, so Shellpoint was unable to discuss the status of the loan or the status of the ACH plan [redacted] called Shellpoint on March 7, After verifying his identity, we advised him that the account was still due for February 1, [redacted] advised he set up an ACH plan We informed [redacted] that the plan was set up to start March 10, 2014, per his Authorization Form, and the February payment would still need to be made [redacted] advised that he would have his attorney contact us The first ACH draft occurred on March 10, 2014, in the amount of $1,The payment was posted to the February 1, due dateThe loan is past due for the March 1, payment If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure
Thank you very much to the Revdex.com and Shellpoint Mortgage Servicing for reviewing the correcting this record 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]
Beattie Place, Suite *** Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 2, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] ** Current Owner: [redacted] as Trustee for [redacted] Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the rebuttal submitted August 27, regarding the above referenced loan [redacted] as [redacted] (“***”) currently owns the loan number ending in *** [redacted] L.P(“ [redacted] ”) was the servicer of this loan beginning January 21, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint that the $valuation fee Shellpoint assessed to his loan as part of the loan modification review process was fraudulent, and he was never informed of it, nor was it authorized A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property Shellpoint is unable to refund Mr [redacted] for the $valuation fee The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome Please refer to Section of the enclosed Deed of Trust regarding loan charges If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 15, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Insurance Company Loan Number: [redacted] Reference Number: [redacted] Dear Ms[redacted] This letter is in response to the complaint submitted September 5, regarding the above referenced loan [redacted] Insurance Company (“ [redacted] ”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of [redacted] on or about August 1, Ms [redacted] stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, She has a grace period until the 16th of the month, and no late fee may be assessed to the loan if the payment is received prior to the expiration of the grace period Shellpoint continued to call her until she blocked the phone number, at which time Shellpoint began calling family members for her alternate contact information for her She has requested that Shellpoint discontinue harassing her and transfer her loan to an alternate bank or mortgage company By way of background, Shellpoint began servicing this loan on August 1, on behalf of [redacted] [redacted] requires that Shellpoint contact the customer if a payment is not received by the contractual due date, which is the 1st of the month Although the loan has a fifteen day grace period before late charges are assessed, we make automated courtesy calls to our customers as a reminder when a payment is not received by the contractual due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has updated Ms [redacted] ’s loan to discontinue the automated courtesy calls during the fifteen day grace periodHowever, Shellpoint may contact her manually by phone, only if/when needed Shellpoint has not updated the loan with a cease and desist status because that would discontinue all communication, both verbal and written, including monthly billing statementsMs [redacted] expressed that she wishes to continue receiving monthly billing statements Shellpoint is not able to transfer the loan to another servicer [redacted] is the current owner of the loan and they decide who to place the loan with for servicingWe would like to apologize for any disappointment this may cause If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM August 25, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] as [redacted] Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted August 18, regarding the above referenced loan [redacted] as [redacted] I (“***”) currently owns the loan number ending in*** [redacted] , L.P(“ [redacted] ”) was the servicer of this loan beginning January 21, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint that he inquired with Shellpoint about a possible loan modificationShellpoint did not help at all, but charged him for an appraisal that was ordered for the modification review Shellpoint received a phone call from Mr [redacted] on May 8, 2014, at which time he inquired about a loan modification, or help with paying his mortgage Shellpoint Mr [redacted] with instructions on what was required for a loan modification review and how to access the required loan modification application documents on our website Shellpoint began receiving the required documents on May 19, and a valuation was ordered on May 21, A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property On May 21, 2014, Shellpoint advised Mr [redacted] that according to his preliminary evaluation, he qualified for an investor loan modification We explained that because his interest rate was already quite low, at 3.00%, the terms of the loan would have to be extended to months, in order to lower the monthly payment Mr [redacted] stated that he would think about this and our agent advised that if he did not wish to proceed with the modification, he should continue to make his regular monthly payments As of June 6, 2014, Mr [redacted] advised that he would continue making regular payments on the loan and Shellpoint closed out the loan modification process Shellpoint is unable to refund Mr [redacted] for the $valuation fee The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Dear Ms [redacted] : This letter is in response to a rebuttal from received January 12, 2015, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, Per the complaint, the borrower(s) advised on November 16, she faxed a copies of the requested documents in order to have the lien on the above referenced property releasedMs [redacted] was advised by Shellpoint on November 19, that the information provided could not be accepted from Ms [redacted] but it had to come from an abstractorOn December 21, she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, Ms [redacted] has advised she made contact with Shellpoint since December 21, to follow up on the status of the lien release, but has not received any new informationMs [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely mannerUpon investigation, Shellpoint has located the subject mortgageThe mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,As such, the mortgage provided to Shellpoint by Ms [redacted] did not match Ms [redacted] ’s documentation, except for the fact that it originated with [redacted] This made it difficult to match the information to prepare a lien releaseIn an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were foundPlease be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the countyAs of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issueIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] *** Shellpoint 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 I was NOT expecting that Shellpoint's tax office contact me directly I was expecting that they would respond to the Shellpoint customer service agent who was requesting information on my behalf in order to resolve the issue The customer service department was NOT able to assist me because they needed information from the tax department As we have established, the tax department was NOT responding Only after I filed a complaint with you (the Revdex.com) did I get any response at all Upon realizing the error that was made (referencing an incomplete parcel number) Shellpoint should have contacted me with an update on what happened It should not take me having to file a complaint to get some answers I am responsible for ensuring that my property taxes are paid on time and had it not been for my efforts, this situation probably still would not be resolved My county's treasurer office was getting ready to send the check back to Shellpoint and meanwhile penalties would have been accruing on my account The bottom line is Shellpoint's customer service and the way they handled this whole situation is a disgrace Additionally, as I already requested, for all future tax payments, I want Shellpoint's tax office to send a hard copy of my tax bill along with the checkThis is a reasonable request in light of what I had to go through to resolve this matter Regards, [redacted]
RE: Complaint ID: [redacted] *** Property Address: [redacted] ***, TX Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to herShe further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalatedUpon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms [redacted] on January 20, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herAccording to Shellpoint’s records, we received the check on December 9, On December 19, 2016, we spoke with Ms***, and at that time, she was informed we were unable to deposit the check because she had not endorsed itShe was also advised we had not received the required documents from her, as the W-was missingThe monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages)Ms [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractorShe further stated that the new contractor would be paid out of pocketWe advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in fullMs [redacted] was also advised as to what documentation would be needed for the new contractorBecause Ms [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us backWe advised that we would hold the check until December 27, before we returned it for the missing endorsementThe next conversation with Ms [redacted] was on January 20, She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representativeShe was advised the check had been requested, but there was nothing stating it was being sent overnightAt that time, Ms [redacted] disconnected the callThe check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, LF* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
This letter is in response to the complaint submitted August 31, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLCBorrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed thereI was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double paymentThis is not acceptable and needs to be corrected as I should not have to be penalized for your mistakesShellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection BureauPlease refer to our enclosed letter dated September 10, 2015, and its enclosuresPlease be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted] , and advised him that a loan modification has been approvedThis particular loan modification would not consist of a trial periodThe Loan Modification Agreement will be sent to Ms [redacted] under separate cover to sign and send back to Shellpoint’s officeIf Ms [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension ***, for further assistanceShe may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at [redacted] .comSincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10,
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 Regards, [redacted] First of all, Shellpoint did not explain why it took so long for the overpayment they received from me and why it took weeks to cash the check I had sent themSecond of all, the phone correspondence I had with Shellpoint on numerous occassions about my overpayment did they mention I was still short $I received letters during that time stating I overpaid $and the second letter stating my loan was paid offThe last payment on my loan stated I could pay my original payment or the payoff payment which was $ I finally received my partial overpayment on 06/27/of $156.07, a difference of $that is still owed to me cause I have no idea where this $is coming from and have received nothing at all informing me of this! This company is totally unbelievable and just lie when you speak to them and make things upAs far as I am concerned, they still owe me $1.39! Its the point of the matter!
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM July 8, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Association Loan Number: xx [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted July 2, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P(“ [redacted] ”) was the servicer of the [redacted] loan beginning July 31, Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint, that he called about a missing payment but the agent could not provide any information and advised they would call him back However, he never heard from anyone and has received no responses to the emails he has sent through Shellpoint’s websiteMr [redacted] would like his account status corrected to reflect payments received on time and also reported to the credit reporting agencies By way of background, [redacted] began servicing the loan on July 31, [redacted] and Shellpoint received payments from Mr [redacted] prior to the due date each month, until March 1, According to our records, Mr [redacted] called Shellpoint on April 3, disputing the late charge assessed on March 17, He stated his monthly payments are submitted automatically by his bank prior to the due dateWe advised him that we would check with our payment processing vendor to see if a payment from his bank could be locatedA supervisor attempted to follow up with Mr [redacted] on May 5, 2014, May 8, 2014, May 9, and May 13, in reference to the missing payment that was due March 1, We received a call back from Mr [redacted] on May 13, and the supervisor advised him that we have escalated the inquiry to our payment processing vendor and we are still waiting on a responseHowever, once we had a resolution from them we would follow up with Mr[redacted] Our payment processing vendor later advised us that they had not been able to locate the payment that Mr [redacted] bank submitted for March 1, A two sided copy of the cancelled check, or at least the check number, would make it easier for us to research the issueWe attempted to reach Mr [redacted] on May 16, to advise him of this, but we were unable to reach him Upon receipt of the complaint, Shellpoint continued to research the payment and we were able to locate itThe check number was [redacted] and it had been posted to the incorrect loan number due to a mis-read with the payment scannerThe payment has been posted to Mr [redacted] loan with an effective date of March 6, 2014, when it was received The next payment is due September 1, Nothing derogatory was reporting to the consumer reporting agencies and the late charge assessed on March 17, has been waived We would like to apologize for any inconvenience Mr [redacted] experienced regarding this issue Regarding Mr[redacted] emails, [redacted] ’s Loan Servicing department received an email from Mr [redacted] on June 30, regarding an escrow account Shellpoint responded to the email in a letter dated July 7, (enclosed) The only other email received from Mr [redacted] was on August 25, It was regarding a notice Mr [redacted] received on August 22, stating the account was past due [redacted] responded to the email by letter dated August 29, 2013, informing him the notice was sent in error (enclosed)Our Loan Servicing department is not in receipt of any other emails from Mr [redacted] In addition, Shellpoint is unaware of any communication sent to Mr [redacted] regarding a change to his contract If Mr [redacted] would like to provide a copy of this communication, we will gladly investigate If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosures
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is partially satisfactory to me The fact still remains that the business made numerous harassing telephone calls to my home which was upsetting to me and my family I am happy that the harassing telephone calls have finally stopped I am not signing any paperwork just to receive monthly statements The previous business sent monthly statements without all the red tape and that worked out just fine, but this business has too many issues The business came across as very desperate and aggressive in nature which made for an unwelcoming and unpleasant experience that many people experience with collection agencies If the business wishes to enforce it's lien on a discharged debt, they should do so through the bankruptcy courts not by making repetitive harassing telephone calls to people I only hope that this business uses this complaint as a learning tool to improve it's relationship with the people they are suppose to serve instead of making them upset; otherwise, they will continue to receive more and more similar complaints in the future Regards, [redacted]
I asked for a review of my escrow account because it had quite a surplus and I was looking for a lower payment and refund for excess funds I got no answer to my request but then found that my account was debited for about $2700+ I assumed they sent a check and gave it about weeks No checkI called and they researched it and found they sent the check to the wrong address It took chat sessions, phone calls, and about a dozen emails back and forth with management to finally get my refund check, weeks later!! I have since sent requests regarding other matters and they don't even respond I have to call to get anyone to help meAnd even then they arent very helpful They pass along the request to someone else who never gets back to meThey never respond to emails, ever! Worst customer service I have experienced in a long timeI asked when I can get rid of my escrow account and pay taxes and insurance on my own and they told me never unless I refinance! Guess whatI'm refinancing now! I hope I never have to deal with them again
May 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the rebuttal submitted May 15, regarding the above referenced loan [redacted] Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] , L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 8, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the rebuttal, that Shellpoint was inaccurate in stating that he made a payment by phone because he has only paid online Shellpoint’s online tool retains his bank account information, which he has used for subsequent paymentsIn our last response, Shellpoint advised that no derogatory information was reported to the credit bureausMr [redacted] pulled a credit report for himself and his wife on May 18, and he believes that his wife’s credit score was adversely affected by what Shellpoint reported Shellpoint has reviewed our records and determined that the payment made on March 5, was not by phonePlease accept our apologies for the oversight Further research indicates Mr [redacted] made a payment through our website on March 5, 2014, in the amount of $1, This payment was returned on March 10, because the account number was entered incorrectly The account number entered for the returned payment was eight digits long and ended with ***All of the other successful payments were made with a ten digit account number ending in *** Shellpoint has not reported any derogatory information to the four major consumer reporting agencies for this tradeline If Mror Mrs [redacted] would like to forward a copy of the dated credit report showing otherwise, we will gladly research that If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] Toll Free Phone 1-800-365- [redacted] SC Toll Free Fax [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 19, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] , RI Reference Number: [redacted] Dear [redacted] : This letter is in response to the rebuttal submitted March 13, to Shellpoint Mortgage Servicing (“Shellpoint”) [redacted] stated in the rebuttal, that Shellpoint is taking two payments at the same time, one from ACH and the other sent from his bank [redacted] advises this occurred because Shellpoint, formerly known as [redacted] Services, L.P(“ [redacted] ”) did not confirm receipt of his ACH form Per [redacted] , he received notice of the ACH draft payment that occurred on March 10, on March 11, 2014, and therefore couldn’t cancel the payment [redacted] also advised that Shellpoint was unwilling to put a hold on the check he submitted through his bank, and he was told that if the check did not clear, he would be assessed a non-sufficient funds (“NSF”) fee [redacted] Services, L.P., (“ [redacted] ”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, As stated in our previous response, [redacted] received a signed ACH Draft Authorization form on February 7, 2014, authorizing ACH drafts to begin on March 10, 2014, and on the 10th of each month thereafter [redacted] was unable to establish contact with [redacted] to confirm the ACH details or advise him that the loan was past due, because he refused to verify himself over the phoneAs of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] Financial, LLCThe ACH draft plan remained in place with the acquisition When Shellpoint continued to attempt to make contact with [redacted] he refused to verify his identity again, and Shellpoint was unable to discuss the matter [redacted] called Shellpoint on March 7, and agreed to verify himself to discuss the loanAt that time, we advised him that the account was past due for February 1, and his ACH plan was set up to begin on March 10, 2014, per his instructions [redacted] did not request the cancellation of the ACH payment at that time, even though he had also scheduled a payment through his bank [redacted] called Shellpoint on March 12, and advised that he didn’t want both payments to come out at the same time and he has asked his bank to stop payment on the check We advised [redacted] that a NSF fee would be assessed to the loan if the check did not clear As of the date of this letter, both the ACH payment and the additional payment sent by [redacted] bank have cleared and the loan is currentThe next payment is due April 1, If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] *** Reference Number: [redacted] Verdana;">Dear [redacted] : This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about December 16, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsUpon receipt of the complaint, Shellpoint attempted to contact Mr [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.CUpon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr***’s attorney, which we responded to via email ( [redacted] com) on August 24, Enclosed is a copy of the response and supporting documentationIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
RE: Complaint ID [redacted] , [redacted] Property Address: [redacted] Circle, [redacted] , TN Current Owner: [redacted] Mortgage Corporation Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted December 29, 2014, regarding the above referenced loan [redacted] Mortgage Corporation (“ [redacted] ***”) currently owns the loan ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] *** loan on or about March 1, Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint directly from Mr [redacted] on December 4, We responded to the complaint with a letter dated January 2, (enclosed)Also enclosed are copies of the letters generated by our Mortgage Insurance department regarding the Private Mortgage Insurance (“PMI”) cancellation on this loanThe first letter dated December 12, was automatically generated when Shellpoint received the above referenced correspondence dated December 4, from Mr [redacted] , requesting the cancellation of the PMI effective December 31, The second letter dated December 17, advised that PMI was no longer a requirement on the loanThe third letter dated January 2, advised the sameUnfortunately, Shellpoint did not discover in Mr [redacted] ’s file, a second letter dated December 12, 2014, referencing an incorrect property address and advising that the PMI request was in progressIf you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing Enclosures [redacted]
Beattie Place, Suite [redacted] Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the rebuttal submitted September 22, regarding the above referenced loan [redacted] c/o [redacted] , ***, dba [redacted] (“ [redacted] ***”) currently owns the above referenced loan Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, Ms [redacted] stated in the rebuttal that since her intentions regarding lien on the above referenced property were discussed at the time of the bankruptcy hearing, she is under no obligation to have a discussion with Shellpoint regarding the lien, unless she chooses to She did not request Shellpoint stop sending monthly statements and statements should be sent to her for informational purposes only If she needs to contact Shellpoint, she will do so, and Shellpoint should not contact her by phone under any circumstances As stated previously, Shellpoint understands that Ms [redacted] ’s personal liability was discharged with the Chapter BankruptcyShellpoint is not attempting to collect the debt from her, as her personal liability was discharged However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property Since the creditor has the right to enforce the lien, Shellpoint is permitted to make contact with Ms [redacted] to determine her intentions with the property Shellpoint is not demanding payment or attempting to collect the debt from Ms [redacted] , but rather seeking to determine how she wishes to proceed regarding the mortgage lien As previously stated, this loan has been updated as cease and desistAlthough Ms [redacted] requested to only cease phone calls and would like to continue receiving statements, Shellpoint is not able cease just one form of communication without ceasing all communicationsWe could suppress phone calls from our automated dialer, but that would not prevent manual phone calls for other circumstancesSince Ms [redacted] has requested that we not contact her by phone under any circumstances, we have chosen to place the cease and desist status on the loanAs explained previously, no further written or verbal contact will be made with Ms [redacted] , including billing monthly statements (except for that which may be legally required) If Ms [redacted] wishes to receive statements, she must submit a signed, written request to remove the cease and desist status from her loanSince this loan was involved in a bankruptcy action, we would also need her to sign a Billing Statement Request Form to authorize Shellpoint to begin sending monthly billing statements We would like to apologize for any inconvenience experienced regarding this issue If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] ***, Suite [redacted] Toll Free Phone 1- [redacted] Greenville, SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM June 2, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted May 28, regarding the above referenced loan [redacted] Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] , L.P., (“ [redacted] ”) was the servicer of the [redacted] [redacted] loan beginning October 1, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Ms [redacted] stated in the complaint, that she hired surveyors to assess her property for flood risk Her property was determined to be outside the flood zone and those findings were submitted to FEMA Ms [redacted] advised that these findings were submitted to Shellpoint on March 14, and she requested for the flood insurance on the property to be cancelled and the premium refunded to her escrow account However, she was informed that our insurance department opted not to drop the coverage since the Settlement Statement from the loan closing showed the property required flood insurance coverage Ms [redacted] has requested that the lender placed flood insurance policy be cancelled and the premium be refunded Shellpoint has reviewed the Standard Flood Hazard Determination Form received May 1, showing the property is located in Flood Zone X Per FEMA, flood insurance is no longer required and Shellpoint has cancelled the existing lender placed policy The loan was reanalyzed without the yearly flood insurance premium and the monthly payment has been reduced from $2,to $2,628.21, effective with the payment due June 1, Upon receipt of the insurance refund, Shellpoint will reimburse Ms [redacted] ’s escrow account and another analysis will be performedMs [redacted] will be provided with the new payment amount shortly thereafter If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
My mortgage was transferred to Shellpoint ServingI did not have a say in the matterI notified them in writing to pay my taxes on timeThey did not pay my taxes on time despite thatNow there is a penalty in addition to the tax paymentWhen you call them, you can not talk to their tax department, the tax department is not allowed to call you back, you can only write to them or fax to themIf you have a choice, stay away from Shellpoint
join"miter"> [redacted] Toll Free Phone [redacted] , SC Toll Free Fax [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 12, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] , RI Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted March 9, to Shellpoint Mortgage Servicing (“Shellpoint”) [redacted] stated in the complaint, that he has been trying to pay this Bank, but they are refusing to take his payment [redacted] advised that he submitted an automatic payment (“ACH”) form, but he has not received an answer and he keeps receiving calls at night [redacted] would like for Shellpoint to take his payment and stop calling him [redacted] Services, L.P., (“ [redacted] ”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, [redacted] received a signed ACH Draft Authorization form on February 7, (enclosed)The form authorized drafts to begin on March 10, and to draft on the 10th of each month, every month thereafter [redacted] attempted to contact [redacted] on February 26, to advise him that we set up his ACH to begin on March 10, 2014, but we did not receive the payment that was due February 1, [redacted] refused to verify his identity and [redacted] was unable to proceed with the call, or answer his question about whether or not the ACH form had been receivedAs of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing, a division of [redacted] Financial, LLCThe servicing of the loan, and the ACH Draft Plan, transferred to Shellpoint on March 1, Shellpoint contacted [redacted] on March 6, because the loan was still past due [redacted] refused to verify his identity again, so Shellpoint was unable to discuss the status of the loan or the status of the ACH plan [redacted] called Shellpoint on March 7, After verifying his identity, we advised him that the account was still due for February 1, [redacted] advised he set up an ACH plan We informed [redacted] that the plan was set up to start March 10, 2014, per his Authorization Form, and the February payment would still need to be made [redacted] advised that he would have his attorney contact us The first ACH draft occurred on March 10, 2014, in the amount of $1,The payment was posted to the February 1, due dateThe loan is past due for the March 1, payment If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure
Thank you very much to the Revdex.com and Shellpoint Mortgage Servicing for reviewing the correcting this record 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]
Beattie Place, Suite *** Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 2, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] ** Current Owner: [redacted] as Trustee for [redacted] Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the rebuttal submitted August 27, regarding the above referenced loan [redacted] as [redacted] (“***”) currently owns the loan number ending in *** [redacted] L.P(“ [redacted] ”) was the servicer of this loan beginning January 21, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint that the $valuation fee Shellpoint assessed to his loan as part of the loan modification review process was fraudulent, and he was never informed of it, nor was it authorized A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property Shellpoint is unable to refund Mr [redacted] for the $valuation fee The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome Please refer to Section of the enclosed Deed of Trust regarding loan charges If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 15, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Insurance Company Loan Number: [redacted] Reference Number: [redacted] Dear Ms[redacted] This letter is in response to the complaint submitted September 5, regarding the above referenced loan [redacted] Insurance Company (“ [redacted] ”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of [redacted] on or about August 1, Ms [redacted] stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, She has a grace period until the 16th of the month, and no late fee may be assessed to the loan if the payment is received prior to the expiration of the grace period Shellpoint continued to call her until she blocked the phone number, at which time Shellpoint began calling family members for her alternate contact information for her She has requested that Shellpoint discontinue harassing her and transfer her loan to an alternate bank or mortgage company By way of background, Shellpoint began servicing this loan on August 1, on behalf of [redacted] [redacted] requires that Shellpoint contact the customer if a payment is not received by the contractual due date, which is the 1st of the month Although the loan has a fifteen day grace period before late charges are assessed, we make automated courtesy calls to our customers as a reminder when a payment is not received by the contractual due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has updated Ms [redacted] ’s loan to discontinue the automated courtesy calls during the fifteen day grace periodHowever, Shellpoint may contact her manually by phone, only if/when needed Shellpoint has not updated the loan with a cease and desist status because that would discontinue all communication, both verbal and written, including monthly billing statementsMs [redacted] expressed that she wishes to continue receiving monthly billing statements Shellpoint is not able to transfer the loan to another servicer [redacted] is the current owner of the loan and they decide who to place the loan with for servicingWe would like to apologize for any disappointment this may cause If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM August 25, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] as [redacted] Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted August 18, regarding the above referenced loan [redacted] as [redacted] I (“***”) currently owns the loan number ending in*** [redacted] , L.P(“ [redacted] ”) was the servicer of this loan beginning January 21, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint that he inquired with Shellpoint about a possible loan modificationShellpoint did not help at all, but charged him for an appraisal that was ordered for the modification review Shellpoint received a phone call from Mr [redacted] on May 8, 2014, at which time he inquired about a loan modification, or help with paying his mortgage Shellpoint Mr [redacted] with instructions on what was required for a loan modification review and how to access the required loan modification application documents on our website Shellpoint began receiving the required documents on May 19, and a valuation was ordered on May 21, A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property On May 21, 2014, Shellpoint advised Mr [redacted] that according to his preliminary evaluation, he qualified for an investor loan modification We explained that because his interest rate was already quite low, at 3.00%, the terms of the loan would have to be extended to months, in order to lower the monthly payment Mr [redacted] stated that he would think about this and our agent advised that if he did not wish to proceed with the modification, he should continue to make his regular monthly payments As of June 6, 2014, Mr [redacted] advised that he would continue making regular payments on the loan and Shellpoint closed out the loan modification process Shellpoint is unable to refund Mr [redacted] for the $valuation fee The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Dear Ms [redacted] : This letter is in response to a rebuttal from received January 12, 2015, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, Per the complaint, the borrower(s) advised on November 16, she faxed a copies of the requested documents in order to have the lien on the above referenced property releasedMs [redacted] was advised by Shellpoint on November 19, that the information provided could not be accepted from Ms [redacted] but it had to come from an abstractorOn December 21, she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, Ms [redacted] has advised she made contact with Shellpoint since December 21, to follow up on the status of the lien release, but has not received any new informationMs [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely mannerUpon investigation, Shellpoint has located the subject mortgageThe mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,As such, the mortgage provided to Shellpoint by Ms [redacted] did not match Ms [redacted] ’s documentation, except for the fact that it originated with [redacted] This made it difficult to match the information to prepare a lien releaseIn an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were foundPlease be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the countyAs of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issueIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] *** Shellpoint 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 I was NOT expecting that Shellpoint's tax office contact me directly I was expecting that they would respond to the Shellpoint customer service agent who was requesting information on my behalf in order to resolve the issue The customer service department was NOT able to assist me because they needed information from the tax department As we have established, the tax department was NOT responding Only after I filed a complaint with you (the Revdex.com) did I get any response at all Upon realizing the error that was made (referencing an incomplete parcel number) Shellpoint should have contacted me with an update on what happened It should not take me having to file a complaint to get some answers I am responsible for ensuring that my property taxes are paid on time and had it not been for my efforts, this situation probably still would not be resolved My county's treasurer office was getting ready to send the check back to Shellpoint and meanwhile penalties would have been accruing on my account The bottom line is Shellpoint's customer service and the way they handled this whole situation is a disgrace Additionally, as I already requested, for all future tax payments, I want Shellpoint's tax office to send a hard copy of my tax bill along with the checkThis is a reasonable request in light of what I had to go through to resolve this matter Regards, [redacted]
RE: Complaint ID: [redacted] *** Property Address: [redacted] ***, TX Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Ms [redacted] states she submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to herShe further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalatedUpon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms [redacted] on January 20, to discuss the complaint and resolution; however, we were unable to reach herWe are here to take calls during the hours listed aboveShe may also request a specific date and time she would prefer we call herAccording to Shellpoint’s records, we received the check on December 9, On December 19, 2016, we spoke with Ms***, and at that time, she was informed we were unable to deposit the check because she had not endorsed itShe was also advised we had not received the required documents from her, as the W-was missingThe monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages)Ms [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractorShe further stated that the new contractor would be paid out of pocketWe advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in fullMs [redacted] was also advised as to what documentation would be needed for the new contractorBecause Ms [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us backWe advised that we would hold the check until December 27, before we returned it for the missing endorsementThe next conversation with Ms [redacted] was on January 20, She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representativeShe was advised the check had been requested, but there was nothing stating it was being sent overnightAt that time, Ms [redacted] disconnected the callThe check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, LF
* Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
This letter is in response to the complaint submitted August 31, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLCBorrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed thereI was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double paymentThis is not acceptable and needs to be corrected as I should not have to be penalized for your mistakesShellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection BureauPlease refer to our enclosed letter dated September 10, 2015, and its enclosuresPlease be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted] , and advised him that a loan modification has been approvedThis particular loan modification would not consist of a trial periodThe Loan Modification Agreement will be sent to Ms [redacted] under separate cover to sign and send back to Shellpoint’s officeIf Ms [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension ***, for further assistanceShe may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:a.mto 5:p.m(EST)You may also reach us via email at [redacted] .comSincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10,
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 Regards, [redacted] First of all, Shellpoint did not explain why it took so long for the overpayment they received from me and why it took weeks to cash the check I had sent themSecond of all, the phone correspondence I had with Shellpoint on numerous occassions about my overpayment did they mention I was still short $I received letters during that time stating I overpaid $and the second letter stating my loan was paid offThe last payment on my loan stated I could pay my original payment or the payoff payment which was $ I finally received my partial overpayment on 06/27/of $156.07, a difference of $that is still owed to me cause I have no idea where this $is coming from and have received nothing at all informing me of this! This company is totally unbelievable and just lie when you speak to them and make things upAs far as I am concerned, they still owe me $1.39! Its the point of the matter!
Beattie Place, Suite [redacted] 1;"> Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM July 8, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Association Loan Number: xx [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted July 2, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P(“ [redacted] ”) was the servicer of the [redacted] loan beginning July 31, Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the complaint, that he called about a missing payment but the agent could not provide any information and advised they would call him back However, he never heard from anyone and has received no responses to the emails he has sent through Shellpoint’s websiteMr [redacted] would like his account status corrected to reflect payments received on time and also reported to the credit reporting agencies By way of background, [redacted] began servicing the loan on July 31, [redacted] and Shellpoint received payments from Mr [redacted] prior to the due date each month, until March 1, According to our records, Mr [redacted] called Shellpoint on April 3, disputing the late charge assessed on March 17, He stated his monthly payments are submitted automatically by his bank prior to the due dateWe advised him that we would check with our payment processing vendor to see if a payment from his bank could be locatedA supervisor attempted to follow up with Mr [redacted] on May 5, 2014, May 8, 2014, May 9, and May 13, in reference to the missing payment that was due March 1, We received a call back from Mr [redacted] on May 13, and the supervisor advised him that we have escalated the inquiry to our payment processing vendor and we are still waiting on a responseHowever, once we had a resolution from them we would follow up with Mr[redacted] Our payment processing vendor later advised us that they had not been able to locate the payment that Mr [redacted] bank submitted for March 1, A two sided copy of the cancelled check, or at least the check number, would make it easier for us to research the issueWe attempted to reach Mr [redacted] on May 16, to advise him of this, but we were unable to reach him Upon receipt of the complaint, Shellpoint continued to research the payment and we were able to locate itThe check number was [redacted] and it had been posted to the incorrect loan number due to a mis-read with the payment scannerThe payment has been posted to Mr [redacted] loan with an effective date of March 6, 2014, when it was received The next payment is due September 1, Nothing derogatory was reporting to the consumer reporting agencies and the late charge assessed on March 17, has been waived We would like to apologize for any inconvenience Mr [redacted] experienced regarding this issue Regarding Mr[redacted] emails, [redacted] ’s Loan Servicing department received an email from Mr [redacted] on June 30, regarding an escrow account Shellpoint responded to the email in a letter dated July 7, (enclosed) The only other email received from Mr [redacted] was on August 25, It was regarding a notice Mr [redacted] received on August 22, stating the account was past due [redacted] responded to the email by letter dated August 29, 2013, informing him the notice was sent in error (enclosed)Our Loan Servicing department is not in receipt of any other emails from Mr [redacted] In addition, Shellpoint is unaware of any communication sent to Mr [redacted] regarding a change to his contract If Mr [redacted] would like to provide a copy of this communication, we will gladly investigate If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosures
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is partially satisfactory to me The fact still remains that the business made numerous harassing telephone calls to my home which was upsetting to me and my family I am happy that the harassing telephone calls have finally stopped I am not signing any paperwork just to receive monthly statements The previous business sent monthly statements without all the red tape and that worked out just fine, but this business has too many issues The business came across as very desperate and aggressive in nature which made for an unwelcoming and unpleasant experience that many people experience with collection agencies If the business wishes to enforce it's lien on a discharged debt, they should do so through the bankruptcy courts not by making repetitive harassing telephone calls to people I only hope that this business uses this complaint as a learning tool to improve it's relationship with the people they are suppose to serve instead of making them upset; otherwise, they will continue to receive more and more similar complaints in the future Regards, [redacted]
I asked for a review of my escrow account because it had quite a surplus and I was looking for a lower payment and refund for excess funds I got no answer to my request but then found that my account was debited for about $2700+ I assumed they sent a check and gave it about weeks No checkI called and they researched it and found they sent the check to the wrong address It took chat sessions, phone calls, and about a dozen emails back and forth with management to finally get my refund check, weeks later!! I have since sent requests regarding other matters and they don't even respond I have to call to get anyone to help meAnd even then they arent very helpful They pass along the request to someone else who never gets back to meThey never respond to emails, ever! Worst customer service I have experienced in a long timeI asked when I can get rid of my escrow account and pay taxes and insurance on my own and they told me never unless I refinance! Guess whatI'm refinancing now! I hope I never have to deal with them again
May 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the rebuttal submitted May 15, regarding the above referenced loan [redacted] Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] , L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 8, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Mr [redacted] stated in the rebuttal, that Shellpoint was inaccurate in stating that he made a payment by phone because he has only paid online Shellpoint’s online tool retains his bank account information, which he has used for subsequent paymentsIn our last response, Shellpoint advised that no derogatory information was reported to the credit bureausMr [redacted] pulled a credit report for himself and his wife on May 18, and he believes that his wife’s credit score was adversely affected by what Shellpoint reported Shellpoint has reviewed our records and determined that the payment made on March 5, was not by phonePlease accept our apologies for the oversight Further research indicates Mr [redacted] made a payment through our website on March 5, 2014, in the amount of $1, This payment was returned on March 10, because the account number was entered incorrectly The account number entered for the returned payment was eight digits long and ended with ***All of the other successful payments were made with a ten digit account number ending in *** Shellpoint has not reported any derogatory information to the four major consumer reporting agencies for this tradeline If Mror Mrs [redacted] would like to forward a copy of the dated credit report showing otherwise, we will gladly research that If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] Toll Free Phone 1-800-365- [redacted] SC Toll Free Fax [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 19, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] , RI Reference Number: [redacted] Dear [redacted] : This letter is in response to the rebuttal submitted March 13, to Shellpoint Mortgage Servicing (“Shellpoint”) [redacted] stated in the rebuttal, that Shellpoint is taking two payments at the same time, one from ACH and the other sent from his bank [redacted] advises this occurred because Shellpoint, formerly known as [redacted] Services, L.P(“ [redacted] ”) did not confirm receipt of his ACH form Per [redacted] , he received notice of the ACH draft payment that occurred on March 10, on March 11, 2014, and therefore couldn’t cancel the payment [redacted] also advised that Shellpoint was unwilling to put a hold on the check he submitted through his bank, and he was told that if the check did not clear, he would be assessed a non-sufficient funds (“NSF”) fee [redacted] Services, L.P., (“ [redacted] ”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, As stated in our previous response, [redacted] received a signed ACH Draft Authorization form on February 7, 2014, authorizing ACH drafts to begin on March 10, 2014, and on the 10th of each month thereafter [redacted] was unable to establish contact with [redacted] to confirm the ACH details or advise him that the loan was past due, because he refused to verify himself over the phoneAs of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] Financial, LLCThe ACH draft plan remained in place with the acquisition When Shellpoint continued to attempt to make contact with [redacted] he refused to verify his identity again, and Shellpoint was unable to discuss the matter [redacted] called Shellpoint on March 7, and agreed to verify himself to discuss the loanAt that time, we advised him that the account was past due for February 1, and his ACH plan was set up to begin on March 10, 2014, per his instructions [redacted] did not request the cancellation of the ACH payment at that time, even though he had also scheduled a payment through his bank [redacted] called Shellpoint on March 12, and advised that he didn’t want both payments to come out at the same time and he has asked his bank to stop payment on the check We advised [redacted] that a NSF fee would be assessed to the loan if the check did not clear As of the date of this letter, both the ACH payment and the additional payment sent by [redacted] bank have cleared and the loan is currentThe next payment is due April 1, If you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] *** Reference Number: [redacted] Verdana;">Dear [redacted] : This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about December 16, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsUpon receipt of the complaint, Shellpoint attempted to contact Mr [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.CUpon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr***’s attorney, which we responded to via email ( [redacted] com) on August 24, Enclosed is a copy of the response and supporting documentationIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing [redacted] .com Regulatory Fax: ( [redacted]
RE: Complaint ID [redacted] , [redacted] Property Address: [redacted] Circle, [redacted] , TN Current Owner: [redacted] Mortgage Corporation Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted December 29, 2014, regarding the above referenced loan [redacted] Mortgage Corporation (“ [redacted] ***”) currently owns the loan ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] *** loan on or about March 1, Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint directly from Mr [redacted] on December 4, We responded to the complaint with a letter dated January 2, (enclosed)Also enclosed are copies of the letters generated by our Mortgage Insurance department regarding the Private Mortgage Insurance (“PMI”) cancellation on this loanThe first letter dated December 12, was automatically generated when Shellpoint received the above referenced correspondence dated December 4, from Mr [redacted] , requesting the cancellation of the PMI effective December 31, The second letter dated December 17, advised that PMI was no longer a requirement on the loanThe third letter dated January 2, advised the sameUnfortunately, Shellpoint did not discover in Mr [redacted] ’s file, a second letter dated December 12, 2014, referencing an incorrect property address and advising that the PMI request was in progressIf you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing Enclosures [redacted]
Beattie Place, Suite [redacted] Toll Free Phone 1-800-365- Greenville, SC Toll Free Fax 1-866-467- Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM September 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the rebuttal submitted September 22, regarding the above referenced loan [redacted] c/o [redacted] , ***, dba [redacted] (“ [redacted] ***”) currently owns the above referenced loan Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, Ms [redacted] stated in the rebuttal that since her intentions regarding lien on the above referenced property were discussed at the time of the bankruptcy hearing, she is under no obligation to have a discussion with Shellpoint regarding the lien, unless she chooses to She did not request Shellpoint stop sending monthly statements and statements should be sent to her for informational purposes only If she needs to contact Shellpoint, she will do so, and Shellpoint should not contact her by phone under any circumstances As stated previously, Shellpoint understands that Ms [redacted] ’s personal liability was discharged with the Chapter BankruptcyShellpoint is not attempting to collect the debt from her, as her personal liability was discharged However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property Since the creditor has the right to enforce the lien, Shellpoint is permitted to make contact with Ms [redacted] to determine her intentions with the property Shellpoint is not demanding payment or attempting to collect the debt from Ms [redacted] , but rather seeking to determine how she wishes to proceed regarding the mortgage lien As previously stated, this loan has been updated as cease and desistAlthough Ms [redacted] requested to only cease phone calls and would like to continue receiving statements, Shellpoint is not able cease just one form of communication without ceasing all communicationsWe could suppress phone calls from our automated dialer, but that would not prevent manual phone calls for other circumstancesSince Ms [redacted] has requested that we not contact her by phone under any circumstances, we have chosen to place the cease and desist status on the loanAs explained previously, no further written or verbal contact will be made with Ms [redacted] , including billing monthly statements (except for that which may be legally required) If Ms [redacted] wishes to receive statements, she must submit a signed, written request to remove the cease and desist status from her loanSince this loan was involved in a bankruptcy action, we would also need her to sign a Billing Statement Request Form to authorize Shellpoint to begin sending monthly billing statements We would like to apologize for any inconvenience experienced regarding this issue If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] ***, Suite [redacted] Toll Free Phone 1- [redacted] Greenville, SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM June 2, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Association Loan Number: [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted May 28, regarding the above referenced loan [redacted] Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] , L.P., (“ [redacted] ”) was the servicer of the [redacted] [redacted] loan beginning October 1, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets Ms [redacted] stated in the complaint, that she hired surveyors to assess her property for flood risk Her property was determined to be outside the flood zone and those findings were submitted to FEMA Ms [redacted] advised that these findings were submitted to Shellpoint on March 14, and she requested for the flood insurance on the property to be cancelled and the premium refunded to her escrow account However, she was informed that our insurance department opted not to drop the coverage since the Settlement Statement from the loan closing showed the property required flood insurance coverage Ms [redacted] has requested that the lender placed flood insurance policy be cancelled and the premium be refunded Shellpoint has reviewed the Standard Flood Hazard Determination Form received May 1, showing the property is located in Flood Zone X Per FEMA, flood insurance is no longer required and Shellpoint has cancelled the existing lender placed policy The loan was reanalyzed without the yearly flood insurance premium and the monthly payment has been reduced from $2,to $2,628.21, effective with the payment due June 1, Upon receipt of the insurance refund, Shellpoint will reimburse Ms [redacted] ’s escrow account and another analysis will be performedMs [redacted] will be provided with the new payment amount shortly thereafter If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
My mortgage was transferred to Shellpoint ServingI did not have a say in the matterI notified them in writing to pay my taxes on timeThey did not pay my taxes on time despite thatNow there is a penalty in addition to the tax paymentWhen you call them, you can not talk to their tax department, the tax department is not allowed to call you back, you can only write to them or fax to themIf you have a choice, stay away from Shellpoint