Revdex.com:
I don't wish to belabor the point here. However, there are a couple items in Shellpoint's letter to me that I need to address:
1. From Shellpoint's letter: "By way of background, Ms. [redacted] contacted Shellpoint’s Customer Service department on October 1, 2014, regarding the tax payment Shellpoint issued to [redacted] County on September 18, 2014. At that time, a research request was submitted to our tax department to look into the missing tax payment. Our Customer Service department is strictly an inbound call center. Although it is not standard protocol for our inbound Customer Service representatives to follow up and provide updates from their previous phone calls, the Customer Service representative agreed to follow up with Ms. [redacted] in this case, if/when they received any new information. However, Ms. [redacted] called back on October 3, 2014, two days later, expressing her dissatisfaction that the representative had not followed up with her regarding the issue. The same representative advised her that they had not yet received any new information to provide her with. At that point, Ms. [redacted] stated she would get an attorney involved."
My property taxes were due on October 1, 2014. I am responsible for ensuring timely payment, so in this particular case, time was of the essence. I called back 2 days later because I felt that was a reasonable amount of time to determine if a tax payment was made. If I made a mortgage payment one month that Shellpoint did not receive, would it be okay for me to take my good sweet time to determine what the problem was and get back to them when I felt like it? I don't think so. I'm sure they would tack on penalties. And as I stated previously, penalties would start accruing if my property taxes were not received at my County's treasurer office by October 1, 2014. Would Shellpoint be paying those penalties?
2. From Shellpoint's letter: "On October 8, 2014, Shellpoint’s tax department determined that the County had received the payment; however, the parcel number referenced for Ms. [redacted] property was truncated and they were unable to post it. After assisting the County in getting the payment posted, our tax department updated Ms.[redacted] loan with an explanation of the issue, so that our Customer Service department could relay the information to Ms. [redacted] or her Attorney, in the event they called us back. We did not hear from Ms. [redacted] until we received the complaint."
The statement above that I put in bold is completely false. I contacted the County on October 3, 2014 and asked what I should do since my mortgage company (Shellpoint) would not help me. The woman asked me who my mortgage company was and the name Shellpoint rang a bell with her. She said that the check was on a desk ready to be sent back to Shellpoint because there was no documentation with it. I resolved the matter myself, so Shellpoint's assertion that they assisted the County in getting the payment posted is completely untrue. This is not the first time I have been lied to. I was told that my taxes would be paid on or before September 12, 2014, which is completely not true.
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]
This letter is in response to the rebuttal submitted March 11, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in [redacted]. Resurgent Capital Services L.P. (“Resurgent”) was the servicer of this [redacted] loan beginning October 18, 2013. As of March 1, 2014, Resurgent became part of [redacted] (“[redacted]”), a division of [redacted]. The contact information used for Resurgent remains the same with [redacted].
[redacted] stated in the rebuttal, that Resurgent paid the property taxes due to [redacted] County for 2013 after she already paid them on February 25, 2014. The duplicate payment was refunded to our escrow department because the account was already paid in full. Resurgent owes her $350.36. The taxes due on [redacted]’s property should have been paid by the prior servicer. Upon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 2014. Upon receipt of this complaint, Resurgent discovered that the tax payment was not received by [redacted] County. Resurgent submitted payment again to [redacted] County via their website, on February 25, 2014. Resurgent paid $229.89 in property taxes from [redacted]’s escrow account and paid the interest and penalties in the amount of $120.47 at our own expense. According to [redacted] County, no refund has been issued and they will not commit to a date the refund will be released. To resolve this, [redacted] will advance the refund to [redacted] in the amount of $350.36. [redacted] may expect the refund in the next 7 to 10 days.
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[redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The only problem I have is that they sent me to collections, called me and when I was told my payment was going up they told me several different excuses taxes, PMI, etc. They argued with me after I explained that property taxes did not increase, my PMI cannot increase and if this is a fixed loan then how can the payment increase by over $700. I had to go through about three different women before I finally was able to get through to one and tell her there must be some mistake. When she finally did some more in depth analysis she noticed my PMI increased which cannot. At that point she told me this will have to go back to the escrow department for re-assessment.
I understand these are people working in collections only and do not know all the circumstances, but to tell me the increase was due to property taxes was untruthful. In the future, if they don't know the answer don't try to guess over the phone do some research. My loan agreement explicitly explains my PMI cannot increase, my loan interest rate cannot increase, so there is no way my loan can go up for that. Also, home property taxes cannot increase by 20% $3400 to $4100. I called back the next day to send the loan agreement to the women who found the discrepancy but never received a call back.
Next time if the customer is telling you something is wrong look into the matter. On a fixed loan an increase of over 20% should tell you something(common sense). I felt like I was treated like a person who has not been paying their loan and no one wanted to listen to me. I was right all along!!!!!
I will not hold this against you but you people should have an explanation why payments are increasing before you start making accusations and call people for past due payments because of your mistake not mine.
Regards,
[redacted]
I been a home owner just a year now, recently I've had a issue with this Shellpoint mortgage company on a return of a double payment that was made last month. The payment was processed by phone like have been doing for past eight months. Noticed be mail that they had made changes by company on addresses, phone the other this. I had never had problems before but this time while processing my payment I'm call was dropped.
In the process they make the individual state your full name. Also saying yes to allow to transfer payment ,and enter area code of address.Before I could say yes the call was dropped, the next day I call to the help line to ask if the payment of processed the lady that I spoke to said it would be 24 hour to tell.(I don't rember the lady's name)I then asked her if I wait the 24 hour to call back .When I called in was on a Friday she said "that they were closed on the weekends". Was then I ask if I would wait to get a late fee or denie the first payment then make a second attempt. She said (she didn't know).
That same day made a second payment. The following week I checked my online banking. It showed two payment were made. I immediately went down to my bank make one the payments to be stopped. A few later I received a letter in the mail that there was a twenty dallor fee was added to the next payment.
So I called the the help line again I talk to the same lady I spoke to a few weeks earlier. I spoke to about my issue and it seen the that sjhe couldn't help me will problem. I ask to talk to her supervisor.While I explain what had happened , I ask if the fee can be waved. She said that the fee made by their bank.I ask for the banks number and name she that couldn't give to me.
So I can [redacted] which I thought was my lender. As a first time home buyer I my not know all the loops. Maybe been late a one payment that I recall do to mailing processes I started using their pay by phone.Think I was in good hands I put my trust in both of them.I spent my whole afternoon trying to talk to help me with this issue.
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: [redacted] as Trustee for [redacted] Loan [redacted]
Loan Number: xxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted August 3, 2014 regarding the above referenced loan. [redacted] as [redacted] for [redacted] Loan [redacted] I (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of this loan beginning November 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr.[redacted] stated in the complaint that his loan was paid off on April 16, 2014, but there is still about $1,800.00 plus in escrow that has not been refunded to him as of August 3, 2014. Mr. [redacted] requested to be advised when he could expect a refund check, or a refund deposited to his bank account.
Please accept our sincere apologies for any inconvenience experienced regarding this issue. Shellpoint sent Mr. [redacted] a refund check in the amount of $1,856.07, on July 10, 2014. The refund consisted of $1,789.27 in escrow funds and $66.80 for overpayment. The refund check was mailed to the address we have on file; [redacted], TX 76002. Per Mr. [redacted] complaint, the check was never received. Shellpoint’s accounting department verified that the check was not cashed and issued a new check on August 4, 2014. We contacted Mr. [redacted] on August 4, 2014 for a new mailing address. Mr. [redacted] requested that we deposit the funds into his bank account instead of mailing the refund. Per Mr.[redacted] request, the refund was sent by ACH on August 4, 2014, in the amount of $1,856.07.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
This letter is in response to the complaint submitted June 12, 2015 regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) b[redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, 2014. Mr. [redacted] stated in the complaint that he received a credit alert advising the loan is delinquent. He advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing payments. Shellpoint would like to extend our sincere apologies to Mr. [redacted] for the Default Notice sent to his attorney, dated June 2, 2015. The notice was generated due to a new requirement for loans involved in Active Bankruptcy, to offer assistance and make them aware of some other possible options. Mr. [redacted]’s loan is not in default, due to the Active Bankruptcy. We would like to apologize for any disappointment this may have caused. Shellpoint is reviewing the language in our Notices to avoid any miscommunications in the future. Shellpoint’s Bankruptcy department reviewed Mr. [redacted]’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr. [redacted]’s loan still owes $2,047.30. Without those funds from the trustee, the loan is not contractually current. Shellpoint is reporting this loan to the four consumer reporting agencies in accordance with the requirements set forth in the Fair Credit Reporting Act, (“FCRA”). Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]
Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. I'm waiting on the Trail Plan paperwork to be sent to me.
Regards,
[redacted]
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan. [redacted]...
Mortgage Association (“[redacted]”) is currently the owner of the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, 2014. 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 concerns. Per the complaint, Shellpoint notified Ms. [redacted] that the payment due August 2015 had not been received within the grace period. Ms. [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issued. Ms. [redacted] contends two payments should have been received before September 1, 2015. As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agencies. Our records show the mortgage statement dated August 1, 2015 (enclosed) referenced the new payment address of P.O. Box [redacted], [redacted], OH 45274-0039. It is respectfully advised Ms. [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delays. Additionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, 2015. Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the account. Our vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, 2015. The payment was posted to the August 1, 2015 due date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has since worked with our vendor to prevent a similar occurrence in the future. During the time period described above, Ms. [redacted] placed a stop on check # [redacted] and it has since been returned by her bank. Should Ms. [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refund. Shellpoint will require documentation of any fees assessed by her bank, should she need to make this request. Shellpoint received two more checks from Ms. [redacted]. Please review the following payment details: ? check number ending in [redacted], dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, 2015. ? check number ending in [redacted], dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. The loan is current and the next payment is due October 1, 2015. As of the date of this response, we have requested the late charge of $15.21 that was assessed on September 3, 2015 to be waived. Nothing derogatory has been reported to the consumer reporting agencies as a result of this issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
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, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted], L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning October 1, 2013. 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, 2014 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, 2014 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 $2,827.99 to $2,628.21, effective with the payment due June 1, 2014. Upon receipt of the insurance refund, Shellpoint will reimburse Ms. [redacted]’s escrow account and another analysis will be performed. Ms. [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]
Dear [redacted]: This letter is in response to your email received February 16, 2015, regarding the above referenced loan. Government [redacted] Association (“[redacted]”) is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, 2014. As of the date of this communication, the balance owed is $0.00. Per your email, you stated you are owed more of an escrow refund than what was disbursed to you. You stated the new owners of the home have paid (mortgage insurance) MI for a year. You also stated the tax office says they deny receiving a check. Shellpoint held two FHA MI payments at the time you received your original escrow refund. FHA MI is always paid in arrears. The final disbursement was made from your escrow account on February 10, 2015 to pay for the January 15, 2015 premium. A refund in the amount of $160.65 has been requested and will be sent to you with in five to seven business days. FHA MI installments are loan specific. The amount the new owners have paid is for their loan and does not affect your loan in any way. As of the date of this letter, Shellpoint has not received the refund check from your tax office. Shellpoint is not able to issue a refund to you until the check posts to your mortgage account. Please accept our sincere apologies for any inconvenience experienced regarding these issues. If you have any additional questions or concerns, please contact our Customer Service department at 800-[redacted]. Sincerely, [redacted]
[redacted], Suite [redacted] ...⇄ Toll Free Phone 1-[redacted]
[redacted], SC 29601 �...⇄ Free Fax 1-[redacted] ...⇄ ...⇄ Hours of Operation ...⇄ Monday-Friday 8:00AM-10:00PM ...⇄ Saturday 8:00AM-3:00PM
May 28, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: Federal National Mortgage Association
Loan Number: xxxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted May 23, 2014 regarding the above referenced loan. Federal National Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that Shellpoint contacted him to advise that since February 2014 his payment had gone up from $3,400.00 per month to $4,100.00 per month. When he asked for an explanation for the increase, Shellpoint could not provide a reasonable explanation. He has been paying on this loan for a year and a half and the home has increased in value, so his Private Mortgage Insurance (“PMI”) is no longer needed. As a result, Mr. [redacted] believes his payment should be lower, not higher.
Shellpoint has reviewed the last Annual Escrow Account Disclosure Statement that was mailed to Mr. [redacted] on or about December 11, 2013. The analysis shows that [redacted] incorrectly calculated the monthly PMI payment to be $839.68, instead of $209.92. The PMI payment has been corrected and the escrow will be reanalyzed in the next seven days. Shellpoint will mail Mr. [redacted] a copy of the new analysis showing his new monthly payment amount shortly thereafter. We would like to apologize for any inconvenience experienced regarding this issue.
Regarding Mr. [redacted] statement that his PMI is no longer needed, a letter has been sent to him separately, which will explain the requirements for PMI cancellation. Mr. [redacted] should review and sign the form and send it back to Shellpoint at the address provided on the form. Upon receipt of the signed form, Shellpoint will review the account for PMI Cancellation.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Address: [redacted] Road, [redacted], MA 01810
Dear Ms. [redacted]:
This letter is in response to the above referenced complaint submitted July 2, 2015.
Shellpoint is unable to locate an account for the above referenced complainant. As such, we are unable to provide information regarding billing or collection issues.
In order to investigate further, please provide an accurate account or reference number.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Revdex.com of Upstate South Carolina
Attn: [redacted] [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted]
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted February 27, 2014 regarding the above referenced loan. [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, 2014.
[redacted] stated in the complaint, that Resurgent Mortgage Servicing (“Resurgent”), has not applied extra mortgage payments to principal in a timely manner, or sometimes not at all. In addition, Resurgent imposed late fees in two out of the first three months they began servicing the loan. [redacted] stated that he has contacted Resurgent by phone and email and has received only an initial form letter in reply. [redacted] would like the extra mortgage payments and late fees posted to principal. Shellpoint, fka Resurgent, has posted all of [redacted]’s extra payments to principal, as of March 6, 2014. An issue was identified with the extra payment made on October 25, 2013, in the amount of $1,083.73. The funds were initially held as unapplied funds on October 25, 2013 and were later posted to principal on November 15, 2013. Shellpoint corrected the effective date of that posting to reflect the date the payment was actually received, October 25, 2013. Resurgent did not assess any late fees to your loan during the first sixty days following the date of transfer. Resurgent began servicing the loan on August 8, 2013. The only late fee assessed by Resurgent was on October 17, 2013, after the sixty day transfer period. The payment was received on October 25, 2013 and posted accordingly. According to Resurgent’s records, [redacted] made one phone call to Customer Service on October 31, 2013, to verify that his October 1, 2013 payment had been received. Resurgent confirmed the payment was received. Resurgent is not in receipt of any email correspondence from [redacted]. We would like to apologize for any inconvenience experienced regarding this issues. Enclosed is a copy of the payment history reflecting the above referenced transactions.
If you have any further questions, comments or concerns, please contact me at[redacted].
Dear Ms. [redacted]: This letter is in response to your correspondence dated April...
12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January 2016 payment when we should have. You stated Shellpoint assessed the late charge inappropriately and request that it be waived. Please be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was received. Your contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, 2016 a late fee would be assessed. You were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was denied. Shellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriately. Therefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID[redacted]
Current Owner: [redacted] Mortgage Association
Loan Number:[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the compliant submitted March 13, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, 2014.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had already received the complaint directly from [redacted] on February 18, 2014 and we responded on February 21, 2014. Enclosed is a copy of our response. Also enclosed, is a copy of the [redacted] County tax record showing the taxes due for 2013, for both the County and the City have been paid and $0.00 is due.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
This letter is in response to the complaint submitted on May 7, 2015 regarding the above referenced Verdana;">loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about June 19, 2014. Per the complaint, Ms. [redacted] advises the mortgage loan for the property address referenced above, was paid off in June 2014. She has made several phone calls to Shellpoint, and requested proof of Satisfaction of Mortgage. To date, there is still no record of the lien release on file with the Register of Deeds in [redacted], Wisconsin. Ms. [redacted] requested Shellpoint provide her with an explanation of the delay and the clear Satisfaction of Mortgage recorded with the Register of Deeds office. Shellpoint would like to apologize for the delay in the lien release process. The property type on this loan was loaded in Shellpoint’s servicing system as Automobile, which prevented the lien release process for starting automatically. When Shellpoint determined the oversight, the initial request for the release of lien was sent to our vendor in January 2015. When no response was received from our vendor, we re-submitted the request to our vendor in March 2015. Shellpoint finally received the prepared documents at the end of April 2015 and sent them for recording on April 24, 2015. Please note, each county’s process is different and it can often take one month to several months for recording. Unfortunately, this is something Shellpoint has no control over. Shellpoint checked the status of the recording on the county website today and determined that the Satisfaction of Mortgage was recorded on May 11, 2015. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the recording of the lien and satisfaction of the mortgage. Please know that Shellpoint takes its customer service obligations very seriously and these concerns have been brought to the attention of the appropriate people within our organization If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: Bank of [redacted] as Trustee for [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted September 26, 2014 regarding the above referenced loan. Bank of [redacted] as Trustee for [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on March 1, 2014.
Ms. [redacted] stated in the complaint that the property taxes due July 15, 2014 have not been paid by her mortgage company. She has been told that a check was sent by Shellpoint, but she believes that it never arrived at the tax authority. Ms. [redacted] would like the original check cancelled and a new check issued.
Shellpoint issued check number [redacted] to [redacted] County on June 30, 2014, in the amount of $934.83. The check was received by [redacted] County and cleared our bank on July 16, 2014. Attached, please find a copy of the cleared check. Our tax department has been in contact with the tax authority and advised that check number [redacted] cleared our bank. We requested they research their records to determine if the payment was misapplied by the county to another parcel. As of the date of this letter, the county has not responded with an explanation. To check for updates regarding this issue, please contact Customer Service at [redacted].
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].
Shellpoint bought my mortgage in 2015; they have only paid 1 tax bill and that was after I prompted them to do so. My latest tax bill is delinquent; I have called them and faxed the delinquent tax notice and even though customer service assured me it would be taken care of immediately, it was not. They have thousands of dollars in my escrow account, but can't seem to pay the bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards, [redacted]
Revdex.com:
I don't wish to belabor the point here. However, there are a couple items in Shellpoint's letter to me that I need to address:
1. From Shellpoint's letter: "By way of background, Ms. [redacted] contacted Shellpoint’s Customer Service department on October 1, 2014, regarding the tax payment Shellpoint issued to [redacted] County on September 18, 2014. At that time, a research request was submitted to our tax department to look into the missing tax payment. Our Customer Service department is strictly an inbound call center. Although it is not standard protocol for our inbound Customer Service representatives to follow up and provide updates from their previous phone calls, the Customer Service representative agreed to follow up with Ms. [redacted] in this case, if/when they received any new information. However, Ms. [redacted] called back on October 3, 2014, two days later, expressing her dissatisfaction that the representative had not followed up with her regarding the issue. The same representative advised her that they had not yet received any new information to provide her with. At that point, Ms. [redacted] stated she would get an attorney involved."
My property taxes were due on October 1, 2014. I am responsible for ensuring timely payment, so in this particular case, time was of the essence. I called back 2 days later because I felt that was a reasonable amount of time to determine if a tax payment was made. If I made a mortgage payment one month that Shellpoint did not receive, would it be okay for me to take my good sweet time to determine what the problem was and get back to them when I felt like it? I don't think so. I'm sure they would tack on penalties. And as I stated previously, penalties would start accruing if my property taxes were not received at my County's treasurer office by October 1, 2014. Would Shellpoint be paying those penalties?
2. From Shellpoint's letter: "On October 8, 2014, Shellpoint’s tax department determined that the County had received the payment; however, the parcel number referenced for Ms. [redacted] property was truncated and they were unable to post it. After assisting the County in getting the payment posted, our tax department updated Ms.[redacted] loan with an explanation of the issue, so that our Customer Service department could relay the information to Ms. [redacted] or her Attorney, in the event they called us back. We did not hear from Ms. [redacted] until we received the complaint."
The statement above that I put in bold is completely false. I contacted the County on October 3, 2014 and asked what I should do since my mortgage company (Shellpoint) would not help me. The woman asked me who my mortgage company was and the name Shellpoint rang a bell with her. She said that the check was on a desk ready to be sent back to Shellpoint because there was no documentation with it. I resolved the matter myself, so Shellpoint's assertion that they assisted the County in getting the payment posted is completely untrue. This is not the first time I have been lied to. I was told that my taxes would be paid on or before September 12, 2014, which is completely not true.
Regards,
[redacted]
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]
[redacted] Toll Free Phone[redacted]
Greenville, SC 29601 �...⇄ Free Fax[redacted]
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
March 21, 2014
Revdex.com of Upstate South Carolina
Attn:[redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID[redacted]
Current Owner: [redacted], LLC
Loan Number: xxx[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the rebuttal submitted March 11, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in [redacted]. Resurgent Capital Services L.P. (“Resurgent”) was the servicer of this [redacted] loan beginning October 18, 2013. As of March 1, 2014, Resurgent became part of [redacted] (“[redacted]”), a division of [redacted]. The contact information used for Resurgent remains the same with [redacted].
[redacted] stated in the rebuttal, that Resurgent paid the property taxes due to [redacted] County for 2013 after she already paid them on February 25, 2014. The duplicate payment was refunded to our escrow department because the account was already paid in full. Resurgent owes her $350.36. The taxes due on [redacted]’s property should have been paid by the prior servicer. Upon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 2014. Upon receipt of this complaint, Resurgent discovered that the tax payment was not received by [redacted] County. Resurgent submitted payment again to [redacted] County via their website, on February 25, 2014. Resurgent paid $229.89 in property taxes from [redacted]’s escrow account and paid the interest and penalties in the amount of $120.47 at our own expense. According to [redacted] County, no refund has been issued and they will not commit to a date the refund will be released. To resolve this, [redacted] will advance the refund to [redacted] in the amount of $350.36. [redacted] may expect the refund in the next 7 to 10 days.
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[redacted].
Sincerely,
[redacted]
Resurgent Capital Services L.P.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The only problem I have is that they sent me to collections, called me and when I was told my payment was going up they told me several different excuses taxes, PMI, etc. They argued with me after I explained that property taxes did not increase, my PMI cannot increase and if this is a fixed loan then how can the payment increase by over $700. I had to go through about three different women before I finally was able to get through to one and tell her there must be some mistake. When she finally did some more in depth analysis she noticed my PMI increased which cannot. At that point she told me this will have to go back to the escrow department for re-assessment.
I understand these are people working in collections only and do not know all the circumstances, but to tell me the increase was due to property taxes was untruthful. In the future, if they don't know the answer don't try to guess over the phone do some research. My loan agreement explicitly explains my PMI cannot increase, my loan interest rate cannot increase, so there is no way my loan can go up for that. Also, home property taxes cannot increase by 20% $3400 to $4100. I called back the next day to send the loan agreement to the women who found the discrepancy but never received a call back.
Next time if the customer is telling you something is wrong look into the matter. On a fixed loan an increase of over 20% should tell you something(common sense). I felt like I was treated like a person who has not been paying their loan and no one wanted to listen to me. I was right all along!!!!!
I will not hold this against you but you people should have an explanation why payments are increasing before you start making accusations and call people for past due payments because of your mistake not mine.
Regards,
[redacted]
I been a home owner just a year now, recently I've had a issue with this Shellpoint mortgage company on a return of a double payment that was made last month. The payment was processed by phone like have been doing for past eight months. Noticed be mail that they had made changes by company on addresses, phone the other this. I had never had problems before but this time while processing my payment I'm call was dropped.
In the process they make the individual state your full name. Also saying yes to allow to transfer payment ,and enter area code of address.Before I could say yes the call was dropped, the next day I call to the help line to ask if the payment of processed the lady that I spoke to said it would be 24 hour to tell.(I don't rember the lady's name)I then asked her if I wait the 24 hour to call back .When I called in was on a Friday she said "that they were closed on the weekends". Was then I ask if I would wait to get a late fee or denie the first payment then make a second attempt. She said (she didn't know).
That same day made a second payment. The following week I checked my online banking. It showed two payment were made. I immediately went down to my bank make one the payments to be stopped. A few later I received a letter in the mail that there was a twenty dallor fee was added to the next payment.
So I called the the help line again I talk to the same lady I spoke to a few weeks earlier. I spoke to about my issue and it seen the that sjhe couldn't help me will problem. I ask to talk to her supervisor.While I explain what had happened , I ask if the fee can be waved. She said that the fee made by their bank.I ask for the banks number and name she that couldn't give to me.
So I can [redacted] which I thought was my lender. As a first time home buyer I my not know all the loops. Maybe been late a one payment that I recall do to mailing processes I started using their pay by phone.Think I was in good hands I put my trust in both of them.I spent my whole afternoon trying to talk to help me with this issue.
55 Beattie Place, Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
August 11, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: [redacted] as Trustee for [redacted] Loan [redacted]
Loan Number: xxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted August 3, 2014 regarding the above referenced loan. [redacted] as [redacted] for [redacted] Loan [redacted] I (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of this loan beginning November 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr.[redacted] stated in the complaint that his loan was paid off on April 16, 2014, but there is still about $1,800.00 plus in escrow that has not been refunded to him as of August 3, 2014. Mr. [redacted] requested to be advised when he could expect a refund check, or a refund deposited to his bank account.
Please accept our sincere apologies for any inconvenience experienced regarding this issue. Shellpoint sent Mr. [redacted] a refund check in the amount of $1,856.07, on July 10, 2014. The refund consisted of $1,789.27 in escrow funds and $66.80 for overpayment. The refund check was mailed to the address we have on file; [redacted], TX 76002. Per Mr. [redacted] complaint, the check was never received. Shellpoint’s accounting department verified that the check was not cashed and issued a new check on August 4, 2014. We contacted Mr. [redacted] on August 4, 2014 for a new mailing address. Mr. [redacted] requested that we deposit the funds into his bank account instead of mailing the refund. Per Mr.[redacted] request, the refund was sent by ACH on August 4, 2014, in the amount of $1,856.07.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted June 12, 2015 regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) b[redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, 2014. Mr. [redacted] stated in the complaint that he received a credit alert advising the loan is delinquent. He advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing payments. Shellpoint would like to extend our sincere apologies to Mr. [redacted] for the Default Notice sent to his attorney, dated June 2, 2015. The notice was generated due to a new requirement for loans involved in Active Bankruptcy, to offer assistance and make them aware of some other possible options. Mr. [redacted]’s loan is not in default, due to the Active Bankruptcy. We would like to apologize for any disappointment this may have caused. Shellpoint is reviewing the language in our Notices to avoid any miscommunications in the future. Shellpoint’s Bankruptcy department reviewed Mr. [redacted]’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr. [redacted]’s loan still owes $2,047.30. Without those funds from the trustee, the loan is not contractually current. Shellpoint is reporting this loan to the four consumer reporting agencies in accordance with the requirements set forth in the Fair Credit Reporting Act, (“FCRA”). Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]
Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. I'm waiting on the Trail Plan paperwork to be sent to me.
Regards,
[redacted]
This letter is in response to the complaint submitted September 8, 2015, regarding the above referenced loan. [redacted]...
Mortgage Association (“[redacted]”) is currently the owner of the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, 2014. 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 concerns. Per the complaint, Shellpoint notified Ms. [redacted] that the payment due August 2015 had not been received within the grace period. Ms. [redacted] previously communicated to Shellpoint that the issue was the result of Shellpoint’s payment address changing and she has since made the updates to her online bill pay service and had one payment stopped and re-issued. Ms. [redacted] contends two payments should have been received before September 1, 2015. As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agencies. Our records show the mortgage statement dated August 1, 2015 (enclosed) referenced the new payment address of P.O. Box [redacted], [redacted], OH 45274-0039. It is respectfully advised Ms. [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delays. Additionally, Shellpoint’s account number [redacted] should be referenced on her checks, to ensure our payment processing vendor can locate the correct loan to post the payment to. Check number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, 2015. Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the account. Our vendor forwarded the check to our main office for us to research and locate the correct account, and we were able to post the payment on September 3, 2015. The payment was posted to the August 1, 2015 due date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has since worked with our vendor to prevent a similar occurrence in the future. During the time period described above, Ms. [redacted] placed a stop on check # [redacted] and it has since been returned by her bank. Should Ms. [redacted] be assessed any additional fees by us or by her bank as a result of this issue, she may call our Customer Service department to request a refund. Shellpoint will require documentation of any fees assessed by her bank, should she need to make this request. Shellpoint received two more checks from Ms. [redacted]. Please review the following payment details: ? check number ending in [redacted], dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, 2015. ? check number ending in [redacted], dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, 2015. The loan is current and the next payment is due October 1, 2015. As of the date of this response, we have requested the late charge of $15.21 that was assessed on September 3, 2015 to be waived. Nothing derogatory has been reported to the consumer reporting agencies as a result of this issue. If you have any further questions, comments, or concerns, please contact Customer Service at 800-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Roman; mso-bidi-font-size: 12.0pt;">[redacted], Suite [redacted] ...⇄ Toll Free Phone 1-[redacted]
Greenville, SC 29601 �...⇄ Toll Free Fax 1-[redacted]
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
June 2, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
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, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted], L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning October 1, 2013. 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, 2014 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, 2014 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 $2,827.99 to $2,628.21, effective with the payment due June 1, 2014. Upon receipt of the insurance refund, Shellpoint will reimburse Ms. [redacted]’s escrow account and another analysis will be performed. Ms. [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
Dear [redacted]: This letter is in response to your email received February 16, 2015, regarding the above referenced loan. Government [redacted] Association (“[redacted]”) is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, 2014. As of the date of this communication, the balance owed is $0.00. Per your email, you stated you are owed more of an escrow refund than what was disbursed to you. You stated the new owners of the home have paid (mortgage insurance) MI for a year. You also stated the tax office says they deny receiving a check. Shellpoint held two FHA MI payments at the time you received your original escrow refund. FHA MI is always paid in arrears. The final disbursement was made from your escrow account on February 10, 2015 to pay for the January 15, 2015 premium. A refund in the amount of $160.65 has been requested and will be sent to you with in five to seven business days. FHA MI installments are loan specific. The amount the new owners have paid is for their loan and does not affect your loan in any way. As of the date of this letter, Shellpoint has not received the refund check from your tax office. Shellpoint is not able to issue a refund to you until the check posts to your mortgage account. Please accept our sincere apologies for any inconvenience experienced regarding these issues. If you have any additional questions or concerns, please contact our Customer Service department at 800-[redacted]. Sincerely, [redacted]
[redacted]...
[redacted], Suite [redacted] ...⇄ Toll Free Phone 1-[redacted]
[redacted], SC 29601 �...⇄ Free Fax 1-[redacted] ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
May 28, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: Federal National Mortgage Association
Loan Number: xxxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted May 23, 2014 regarding the above referenced loan. Federal National Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that Shellpoint contacted him to advise that since February 2014 his payment had gone up from $3,400.00 per month to $4,100.00 per month. When he asked for an explanation for the increase, Shellpoint could not provide a reasonable explanation. He has been paying on this loan for a year and a half and the home has increased in value, so his Private Mortgage Insurance (“PMI”) is no longer needed. As a result, Mr. [redacted] believes his payment should be lower, not higher.
Shellpoint has reviewed the last Annual Escrow Account Disclosure Statement that was mailed to Mr. [redacted] on or about December 11, 2013. The analysis shows that [redacted] incorrectly calculated the monthly PMI payment to be $839.68, instead of $209.92. The PMI payment has been corrected and the escrow will be reanalyzed in the next seven days. Shellpoint will mail Mr. [redacted] a copy of the new analysis showing his new monthly payment amount shortly thereafter. We would like to apologize for any inconvenience experienced regarding this issue.
Regarding Mr. [redacted] statement that his PMI is no longer needed, a letter has been sent to him separately, which will explain the requirements for PMI cancellation. Mr. [redacted] should review and sign the form and send it back to Shellpoint at the address provided on the form. Upon receipt of the signed form, Shellpoint will review the account for PMI Cancellation.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
July 7, 2015
class="MsoNormal">
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Address: [redacted] Road, [redacted], MA 01810
Dear Ms. [redacted]:
This letter is in response to the above referenced complaint submitted July 2, 2015.
Shellpoint is unable to locate an account for the above referenced complainant. As such, we are unable to provide information regarding billing or collection issues.
In order to investigate further, please provide an accurate account or reference number.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
March 6, 2014
1;">
Revdex.com of Upstate South Carolina
Attn: [redacted] [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted]
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted February 27, 2014 regarding the above referenced loan. [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, 2014.
[redacted] stated in the complaint, that Resurgent Mortgage Servicing (“Resurgent”), has not applied extra mortgage payments to principal in a timely manner, or sometimes not at all. In addition, Resurgent imposed late fees in two out of the first three months they began servicing the loan. [redacted] stated that he has contacted Resurgent by phone and email and has received only an initial form letter in reply. [redacted] would like the extra mortgage payments and late fees posted to principal. Shellpoint, fka Resurgent, has posted all of [redacted]’s extra payments to principal, as of March 6, 2014. An issue was identified with the extra payment made on October 25, 2013, in the amount of $1,083.73. The funds were initially held as unapplied funds on October 25, 2013 and were later posted to principal on November 15, 2013. Shellpoint corrected the effective date of that posting to reflect the date the payment was actually received, October 25, 2013. Resurgent did not assess any late fees to your loan during the first sixty days following the date of transfer. Resurgent began servicing the loan on August 8, 2013. The only late fee assessed by Resurgent was on October 17, 2013, after the sixty day transfer period. The payment was received on October 25, 2013 and posted accordingly. According to Resurgent’s records, [redacted] made one phone call to Customer Service on October 31, 2013, to verify that his October 1, 2013 payment had been received. Resurgent confirmed the payment was received. Resurgent is not in receipt of any email correspondence from [redacted]. We would like to apologize for any inconvenience experienced regarding this issues. Enclosed is a copy of the payment history reflecting the above referenced transactions.
If you have any further questions, comments or concerns, please contact me at[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure
Dear Ms. [redacted]: This letter is in response to your correspondence dated April...
12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per your correspondence, you stated Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January 2016 payment when we should have. You stated Shellpoint assessed the late charge inappropriately and request that it be waived. Please be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was received. Your contractual due date is the 1st of the month and payments must be received on or before the 17th of the month to avoid late charges. You were advised by Customer Service on January 21, 2016 a late fee would be assessed. You were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was denied. Shellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriately. Therefore, the late charge will not be waived. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-[redacted]
[redacted] SC 29601 �...⇄ Free Fax 1-[redacted]
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
April 3, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID[redacted]
Current Owner: [redacted] Mortgage Association
Loan Number:[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the compliant submitted March 13, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, 2014.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had already received the complaint directly from [redacted] on February 18, 2014 and we responded on February 21, 2014. Enclosed is a copy of our response. Also enclosed, is a copy of the [redacted] County tax record showing the taxes due for 2013, for both the County and the City have been paid and $0.00 is due.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosures
This letter is in response to the complaint submitted on May 7, 2015 regarding the above referenced Verdana;">loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about June 19, 2014. Per the complaint, Ms. [redacted] advises the mortgage loan for the property address referenced above, was paid off in June 2014. She has made several phone calls to Shellpoint, and requested proof of Satisfaction of Mortgage. To date, there is still no record of the lien release on file with the Register of Deeds in [redacted], Wisconsin. Ms. [redacted] requested Shellpoint provide her with an explanation of the delay and the clear Satisfaction of Mortgage recorded with the Register of Deeds office. Shellpoint would like to apologize for the delay in the lien release process. The property type on this loan was loaded in Shellpoint’s servicing system as Automobile, which prevented the lien release process for starting automatically. When Shellpoint determined the oversight, the initial request for the release of lien was sent to our vendor in January 2015. When no response was received from our vendor, we re-submitted the request to our vendor in March 2015. Shellpoint finally received the prepared documents at the end of April 2015 and sent them for recording on April 24, 2015. Please note, each county’s process is different and it can often take one month to several months for recording. Unfortunately, this is something Shellpoint has no control over. Shellpoint checked the status of the recording on the county website today and determined that the Satisfaction of Mortgage was recorded on May 11, 2015. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the recording of the lien and satisfaction of the mortgage. Please know that Shellpoint takes its customer service obligations very seriously and these concerns have been brought to the attention of the appropriate people within our organization If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
55 Beattie Place, Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
October 6, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: Bank of [redacted] as Trustee for [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted September 26, 2014 regarding the above referenced loan. Bank of [redacted] as Trustee for [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on March 1, 2014.
Ms. [redacted] stated in the complaint that the property taxes due July 15, 2014 have not been paid by her mortgage company. She has been told that a check was sent by Shellpoint, but she believes that it never arrived at the tax authority. Ms. [redacted] would like the original check cancelled and a new check issued.
Shellpoint issued check number [redacted] to [redacted] County on June 30, 2014, in the amount of $934.83. The check was received by [redacted] County and cleared our bank on July 16, 2014. Attached, please find a copy of the cleared check. Our tax department has been in contact with the tax authority and advised that check number [redacted] cleared our bank. We requested they research their records to determine if the payment was misapplied by the county to another parcel. As of the date of this letter, the county has not responded with an explanation. To check for updates regarding this issue, please contact Customer Service at [redacted].
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
Shellpoint bought my mortgage in 2015; they have only paid 1 tax bill and that was after I prompted them to do so. My latest tax bill is delinquent; I have called them and faxed the delinquent tax notice and even though customer service assured me it would be taken care of immediately, it was not. They have thousands of dollars in my escrow account, but can't seem to pay the bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards, [redacted]