Horrible customer service. My homeowners insurance was due in September. Cancellation date 9/30. Shellpoint sent an incorrect payment in mid Sept. Insurance company had to return check. Shellpoint finally "overnighted" the payment on 9/30. Meanwhile I received a cancellation notice. Payment was actually received by my insurance company Oct. 4th. I'm getting out of this mortgage ASAP.
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: [redacted] Corporation
Loan Number:[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted October 6, 2014 regarding the above referenced loan. [redacted] Corporation (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of [redacted], on or about March 1, 2014.
Ms. [redacted] stated in the complaint that she provided Shellpoint with a copy of her property tax bill so that payment could be made to the county by September 30, 2014. Her local tax office informed her in October 2014, that a payment had not been applied to her county taxes due. The check from Shellpoint came with no identifying information, so the payment was not posted to her account upon receipt. Ms. [redacted] has requested that Shellpoint send a copy of her tax bill with future payments, to avoid a re-occurrence of the same problem. Additionally, Ms. [redacted] requests that Shellpoint’s tax department respond to requests for information.
Shellpoint utilizes a third party tax vendor to process property tax payments. Unfortunately, the parcel number our vendor referenced for the tax payment due September 30, 2014 was incomplete. The parcel number referenced with the payment was [redacted] and should have been [redacted]. The correction has been made with our vendor to prevent a similar occurance.
Shellpoint’s tax department does not have direct contact with customers. Our Customer Service department is well equipped and properly trained to discuss Ms. [redacted]’s concerns regarding her loan. Upon receipt of a phone call from Ms. [redacted] on October 1, 2014, a research request was opened with our tax department to resolve the issue of Ms. [redacted]’s missing tax payment. As of October 8, 2014, Shellpoint’s tax department determined the cause of the error and ordered the correction with our tax vendor. 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].
Upon receipt of this complaint, we determined that we had already received the complaint directly from Ms. [redacted] via email on July 18, 2014. We responded directly to Ms. [redacted] via secure email on July 23, 2014. Attached is a copy of our response and enclosure.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Horrible customer service. My homeowners insurance was due in September. Cancellation date 9/30. Shellpoint sent an incorrect payment in mid Sept. Insurance company had to return check. Shellpoint finally "overnighted" the payment on 9/30. Meanwhile I received a cancellation notice. Payment was actually received by my insurance company Oct. 4th. I'm getting out of this mortgage ASAP.
Roman; mso-bidi-font-size: 12.0pt;">55 Beattie Place, Suite [redacted] ...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
October 15, 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] Corporation
Loan Number:[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted October 6, 2014 regarding the above referenced loan. [redacted] Corporation (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of [redacted], on or about March 1, 2014.
Ms. [redacted] stated in the complaint that she provided Shellpoint with a copy of her property tax bill so that payment could be made to the county by September 30, 2014. Her local tax office informed her in October 2014, that a payment had not been applied to her county taxes due. The check from Shellpoint came with no identifying information, so the payment was not posted to her account upon receipt. Ms. [redacted] has requested that Shellpoint send a copy of her tax bill with future payments, to avoid a re-occurrence of the same problem. Additionally, Ms. [redacted] requests that Shellpoint’s tax department respond to requests for information.
Shellpoint utilizes a third party tax vendor to process property tax payments. Unfortunately, the parcel number our vendor referenced for the tax payment due September 30, 2014 was incomplete. The parcel number referenced with the payment was [redacted] and should have been [redacted]. The correction has been made with our vendor to prevent a similar occurance.
Shellpoint’s tax department does not have direct contact with customers. Our Customer Service department is well equipped and properly trained to discuss Ms. [redacted]’s concerns regarding her loan. Upon receipt of a phone call from Ms. [redacted] on October 1, 2014, a research request was opened with our tax department to resolve the issue of Ms. [redacted]’s missing tax payment. As of October 8, 2014, Shellpoint’s tax department determined the cause of the error and ordered the correction with our tax vendor. 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
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
July 23, 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: [redacted]
Account Number: xx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
Upon receipt of this complaint, we determined that we had already received the complaint directly from Ms. [redacted] via email on July 18, 2014. We responded directly to Ms. [redacted] via secure email on July 23, 2014. Attached is a copy of our response and enclosure.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosures