This letter is in response to the complaint submitted May 11, 2015, regarding the above referenced loanBank of [redacted] as Trustee for [redacted] (“***”) currently owns the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of ***, on or about December 15, Please note, Shellpoint’s records indicate the loan was discharged through a Chapter BankruptcyTherefore, Shellpoint is not attempting to collect the debt, as Mrs [redacted] personal liability was dischargedHowever, 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 propertyUpon review of the complaint, Mrs [redacted] acknowledges the loan’s transfer from [redacted] , N.Ato Shellpoint, but disputes how the payments have been appliedMrs [redacted] advises the loan should be current, and requested Shellpoint make corrections accordinglyPlease be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,and was past due for the October, November and December paymentsShellpoint has received the following payments: ? ACH payment in the amount of $was received on January 23, and applied towards the October 1, due date? ACH payment in the amount of $was received on February 23, and applied towards the November 1, due date? ACH payment in the amount of $was received on March 23, and applied towards the December 1, due date, and $applied towards late charges? ACH payment in the amount of $2,was received on April 16, and applied as: o $towards the January 1, due date o $towards the February 1, due date o $towards the March 1, due date o $towards outstanding late charges [redacted] o $towards escrow only A request was submitted to the appropriate department on May 20, to reverse the escrow payment in the amount of $599.68, and combine it with $in unapplied funds to post a full payment towards the April 1, due dateShellpoint expedited and honored the request, and re-posted the payment towards the April 1, due date on May 20, As of the date of this letter, the loan is past due for the May 1, due dateEnclosed is a copy of the payment historyIt is respectfully advised that Mrs [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loanSuch proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in disputeShe may forward the documentation to Shellpoint via email to [redacted] shellpointmtg.com or fax to [redacted] , along with her written disputeUpon receipt, Shellpoint will gladly investigate furtherPlease accept our sincere apologies for any inconvenience experienced regarding this issueIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] *** Sincerely, [redacted] Shellpoint Mortgage Servicing
March 6, 1;"> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC 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, regarding the above referenced loan [redacted] (“ [redacted] ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, [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, An issue was identified with the extra payment made on October 25, 2013, in the amount of $1, The funds were initially held as unapplied funds on October 25, and were later posted to principal on November 15, Shellpoint corrected the effective date of that posting to reflect the date the payment was actually received, October 25, Resurgent did not assess any late fees to your loan during the first sixty days following the date of transferResurgent began servicing the loan on August 8, 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, 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, payment had been receivedResurgent 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 issuesEnclosed 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
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 6, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted July 29, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) started servicing the [redacted] loan on May 13, Mr [redacted] stated in the complaint that his wife recently refinanced her mortgage through [redacted] Financial, LLC, (“ [redacted] ***”) At closing she filled out the autopay form and attached a voided check so that Shellpoint could automatically draft the funds from her bank account each month The first payment was due July 1, 2014, but Shellpoint never drafted the funds because the form was apparently incomplete Mr [redacted] stated that instead of reaching out to him or his wife by mail or phone, Shellpoint waited until the payment was late before beginning to harass them with daily phone calls Mr [redacted] advised that after the issue was explained, Shellpoint refused to waive the late fee assessed in July Mr [redacted] has requested a letter of apology as well as the waiver of the July late fee In addition, he requests that any negative marks reported on his wife’s credit report be removed Shellpoint would like to apologize for any inconvenience experienced regarding this issue We received an incomplete automatic draft (ACH) form directly from the lender, [redacted] Financial, on May 16, The form did not include a start date or a monthly draft amount The same day, Shellpoint replied to the loan officer at [redacted] and requested they provide a complete form, so that we could set up the ACH planShellpoint began attempting to contact Ms [redacted] on July 11, 2014, when the payment due July 1, had not yet arrived We reached Mr [redacted] on July 24, 2014, who informed us that he would make a payment by phone on July 27, Shellpoint also mailed a new ACH authorization form to Ms***, for her to complete and return On July 29, 2014, we received a phone call from Mr [redacted] We advised him that the July payment was past due and the ACH form still needed to be filled out completelyWe also informed Mr [redacted] that Shellpoint would not waive the late fee assessed July 17, 2014, as the payment was not late as a result of Shellpoint’s error We did not receive a new/complete ACH form from Ms [redacted] or Mr [redacted] However, Mr [redacted] contacted [redacted] regarding the matter on July 29, [redacted] reached out to Shellpoint and proposed we go ahead and set up the ACH plan using the incomplete form and [redacted] provided us with the additional information neededShellpoint agreed to set up the ACH plan with draft dates of the 1st of the monthSince July 1, had already passed, Shellpoint confirmed with Mr [redacted] that we should draft the July payment on July 30, 2014, and then draft the August payment on August 1, We would then continue drafting on the first of each month thereafter Shellpoint also informed Mr [redacted] that we would be waiving the late fee assessed July 17, 2014, in the amount of $ Please accept our sincere apologies for any inconvenience experienced regarding the set up of the ACH plan on this loanPlease 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 me at 1- [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 This is a reiteration of the earlier response apologizing for the issue but not rectifying the matterIt has and still is been outstanding and is within Shellpoint's complete power to reconcileStill would like to understand timing and if actual effort is being done to rectify the matter.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 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, etcThey 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 $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 mistakeWhen she finally did some more in depth analysis she noticed my PMI increased which cannotAt 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 untruthfulIn the future, if they don't know the answer don't try to guess over the phone do some researchMy 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 thatAlso, home property taxes cannot increase by 20% $to $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 matterOn 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 meI 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]
Dear Ms [redacted] : This letter is in response to the complaint submitted on March 5, regarding the above referenced loan [redacted] *** Mortgage Corporation (“ [redacted] ***”) is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above on or about April 7, Per the complaint, the borrower(s) stated that their mortgage was opened in April 2014, and the September taxes and insurance premiums were due to be paid from their escrow account in the amount of $The borrower(s) wrote they received a Past Due Notice in November 2014, advising them of an unpaid balance of $The borrower(s) stated that Shellpoint only paid $685.92, leaving a balance of $Upon contacting Shellpoint and faxing the notice, the borrower(s) were advised the unpaid property tax balance would be taken care ofThe borrower(s) advised they called Shellpoint two weeks later to find out the balance was still unpaid, and decided to pay the balance out of pocket in order to avoid losing the propertyThe borrower(s) advised they have been told by Shellpoint representatives on numerous occasions, they would be reimbursed, but to date have notThe borrower(s) request reimbursement of their out of pocket expense and a resolutionPlease be advised, Shellpoint is not responsible for paying supplemental tax billsIt is the borrower’s responsibility to pay supplemental tax bills because they are generally not billed consistently on an annual basis, and therefore not calculated into the monthly escrow payment amountShellpoint paid $on September 5, to [redacted] County towards Contract # [redacted] /Parcel # [redacted] *** [redacted] County accepted our payment and applied $to the current property tax bill and $towards a delinquent supplemental bill from the previous yearThis left the current taxes short, which resulted in a tax penaltyShellpoint [redacted] contacted [redacted] County Tax office, who advised the borrower(s) paid $by credit card on November 19, 2014, which was applied towards the remaining taxes dueSince Shellpoint is not responsible for paying supplemental tax bills, we are unable to reimburse the [redacted] for the tax payment they made in November A request has been submitted to expedite an escrow analysisIf there is an overage of over $50.00, it will be refunded to themThe results of the escrow analysis will be mailed to the [redacted] within thirty (30) daysShellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the tax issuesPlease 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 organizationIf you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
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] ***
[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 14, 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: [redacted] Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 4, 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 August 8, Effective March 1, 2014, [redacted] became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] , LLCThe address and phone number used to contact [redacted] will remain the same for Shellpoint [redacted] stated in the complaint, that [redacted] is demanding payment on a loan that is not past due [redacted] has requested [redacted] review the loan records, acknowledge the account is up to date and issue an apology On December 6, 2013, [redacted] received a phone call from [redacted] regarding his payment dated November 27, We advised him that we had not yet received the payment [redacted] called on December 23, because the payment still had not posted to his loan While the agent reviewed his account, the call was disconnected by [redacted] We did not hear back from [redacted] for the remainder of December and January [redacted] began calling [redacted] throughout February because the loan was past dueWe were not able to reach him [redacted] emailed our Loss Mitigation department on March 2, advising that his account is not past due and explained that his payments are sent each month through online bill payAfter receiving the email, an agent contacted [redacted] to request proof of payment to help us investigate the matter [redacted] provided the proofs of payment on March 11, Upon receipt of the proofs of payments, Shellpoint was able to locate two payments that were not postedCheck number ***, dated November 27, 2013, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of December 4, Check number ***, dated January 28, 2014, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of January 30, The late charges assessed to the loan on December 17, and January 17, were waivedA request has been submitted to [redacted] to update the [redacted] tradeline as “current” for the last reporting cycleThe next payment is due April 1, 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
This letter is in response to the complaint submitted April 26, to Shellpoint Mortgage Verdana;">Servicing (“Shellpoint”)Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, ***, doing business as [redacted] trust, not in its individual capacity, but solely as owner trustee for [redacted] Ms [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] CaliforniaThe State of California paid Shellpoint $77,to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late chargeThey also demanded I pay April and May payments up frontI called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would beThe woman was rude and not helpfulI think Shellpoint should start collecting payments in MayShellpoint regrets any inconvenience Ms [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customersPlease be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable lawHowever, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $effective with the October 1, installment, and the monthly principal and interest payment would later increaseThe agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rateAs conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, installmentAs conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, In September 2014, Shellpoint made several attempts to establish contact with Ms***, but was unable to do so until October 16, During that conversation, Shellpoint discussed the reason for increase in the monthly paymentOn February 17, 2015, Shellpoint received funds totaling $77,to be applied to Ms***’s loan as part of her approval for assistance under the [redacted] California programAt that time, the loan was due for the October 1, contractual installmentShellpoint used $5,of those funds to satisfy the October 1, March 1, installmentsAlso, $71,of those funds were applied to the principal balanceAs part of Ms***’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown belowReduced Principal Balance: $115,Interest Rate: 3.125% Principal and Interest Payment: $Total Payment: $Payment Due Date: April 1, Maturity Date: September 1, Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effectHowever, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changedWe have provided an updated payment schedule belowInterest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/10/1/$4.625% 9/1/10/1/$As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms [redacted] signed on September 14, No other changes to the loan’s interest rate will occur outside of the schedule provided aboveThe principal and interest payments provided above do not include the monthly escrow depositThe monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow depositAs conveyed in Ms***’s complaint, Shellpoint previously advised that the recast was effective with the April 1, installmentWe have received payments for the April 1, and May 1, installments, and as a result, the next installment on the loan is due June 1, Lastly, please be advised that late charges have been waivedHowever, note that the original agreement stipulates that installments are due on the first day of each monthIf the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loanAll late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $If Ms [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistanceIf you have any further questions, comments or concerns, please contact me at (888) [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
July 7, 2015> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Address: [redacted] Road, [redacted] , MA Dear Ms [redacted] : This letter is in response to the above referenced complaint submitted July 2, Shellpoint is unable to locate an account for the above referenced complainantAs 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
This letter is in response to the complaint submitted June 9, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 14, Upon review of the complaint, Shellpoint determined we had already received a similar, complaint directly from Ms [redacted] on May 24, and June 9, We responded to her with a letter dated June 14, and sent it by email to [redacted] Enclosed is a copy of the responseWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing [redacted] Regulatory Fax: [redacted] Enclosure Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector [redacted] Dear Ms [redacted] : This letter is in response to correspondence received May 24, and June 9, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 4, Per the correspondence, you would like your Private Mortgage Insurance (“PMI”) premium lowered to $43.39, as you allege the Initial Amortization Schedule you provided states when the loan reaches a principal balance of $222,729.00, the PMI premium will be loweredThe [PMI] Commitment/Certificate Endorsement from [redacted] Insurance Corporation (“***”) attached to your loan states, “This Endorsement modifies the Commitment/Certificate or terms which apply to the Loan, as stated below ” This document is effective March 19, 2008, (the closing date of the loan) and carries a fixed PMI premiumIt is not tied to the principal balance of the loan, or the loan modification you obtainedPlease refer to the Premium Rate box, which shows the rate for year one (1), and years two (2) through ten (10) is ($210.43)The rate is scheduled to drop beginning in year eleven (11) to ($43.39), which will be April A copy of the endorsement you provided in your dispute, as well as a more current copy is enclosedBoth documents show a Certificate Effective Date of March 19, Since the aforementioned document is related to the origination of the loan, Shellpoint cannot elaborate further regarding the documentShellpoint respectfully advises that any further investigation, questions or concerns regarding the loan closing documents be directed to the original lender or closing agentWe apologize for any confusion this may have causedIf you have any additional questions or concerns, please contact our Customer Service department at [redacted] Sincerely, [redacted] *** [redacted] Shellpoint Mortgage Servicing Enclosures
[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 March 18, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] ***, MA Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 17, to Shellpoint Mortgage Servicing (“Shellpoint”) Effective March 1, 2014, Shellpoint began servicing the loan on behalf of [redacted] Mortgage Corporation [redacted] stated in the complaint, that she received a letter from the Escalations Department stating we will accept $158,to satisfy the loan However, she continues to get letters telling her she owes over $152,and threatening foreclosure Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of the satisfaction of the loan, as Shellpoint strives to provide excellent service to all of its customers Please know that we acknowledge the letter previously mailed to her confirming that the funds in the amount of $158,would be considered sufficient to pay the loan in full, and Shellpoint has honored that determination We respectfully request that [redacted] disregard any notice she has received regarding the status of the loan, as our records have been updated to reflect the loan as paid in full Enclosed, please find a copy of the Release of Mortgage/Deed of Trust that has been issued to the [redacted] County for recording If you have any further questions, comments or concerns, please contact me at ( [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure: Release of Mortgage/Deed of Trust
Do not recall that letter coming but that is only part of problem I received a letter and email stating that they had set up an escrow account on my loan I don't see how that can be legal as the contract my wife and I signed specifically stated no escrow Also stated insurance not paid but I paid the bill myself I had my agent send proof of payment and coverage on approx6-30- Thanks for your help [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 monthThe payment was processed by phone like have been doing for past eight monthsNoticed be mail that they had made changes by company on addresses, phone the other thisI had never had problems before but this time while processing my payment I'm call was droppedIn the process they make the individual state your full nameAlso 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 hour to tell.(I don't rember the lady's name)I then asked her if I wait the 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 paymentThe following week I checked my online bankingIt showed two payment were madeI immediately went down to my bank make one the payments to be stoppedA few later I received a letter in the mail that there was a twenty dallor fee was added to the next paymentSo I called the the help line again I talk to the same lady I spoke to a few weeks earlierI spoke to about my issue and it seen the that sjhe couldn't help me will problemI ask to talk to her supervisor.While I explain what had happened , I ask if the fee can be wavedShe said that the fee made by their bank.I ask for the banks number and name she that couldn't give to meSo I can [redacted] which I thought was my lenderAs a first time home buyer I my not know all the loopsMaybe 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
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintThey are now claiming that I am ahead in my payments so why was I getting the rude phone calls and here again they are making an excuse as to why once again I will not be getting a statementRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Upon review the mortgage company has provided a lengthy though incomplete summary of events, left off are three addl phone calls pertaining to The tax document requests and application of my addl principle paymentsRegardless the amount of consumer interaction outlined in their notice for such seemlingly simple requests should provide a clear picture as to the general beaurocratic nature and lack of consumer concern Their official response is not acceptable as it does not compensate for past issues nor does it define clear corrective steps to prevent future issues, rather it just provides a incomplete history of what I believe to be clear incompetiance and lack of ownership in their missteps I would like to pursue compensation, clear action steps to correct in a timely manner along with a commitment to prevent similar issues from occurring moving forward Thank you for your time Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] 1) A brokers price opinion is not an appraisal and does not determine the real value of real of real stateThe fact that the improvements we made were not taken into consideration makes no sense to me and to anyone involved in the real estate business 2) Wood flooring at most of the house, crown molding through out the house, floor moldings through out, upgraded kitchen, fireplace , painted home To say these items do not increase value compared to other homes in the area is to not know anything about how value is determined Please refer to the two attachments: 1) Loan paper I signed 2) Comparable home values [redacted]
[redacted] ***, Suite [redacted] Toll Free Phone 1- [redacted] [redacted] , SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM May 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC 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, regarding the above referenced loan Federal National Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 1, 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 his payment had gone up from $3,per month to $4,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, The analysis shows that [redacted] incorrectly calculated the monthly PMI payment to be $839.68, instead of $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: I have reviewed the response made by the business in reference to complaint ID 10217849, and have determined that this does not resolve my complaint. My intentions as to any liens on the property was discussed at the time of the bankruptcy hearing, therefore, I am under no obligation to have a discussion with Shellpoint regarding their lien, unless I choose to do so. I am not sure what the underlying reasons why Shellpoint's representatives made numerous telephone calls to my home day and night, but whatever the case, they were indeed harassing me. I do not understand why the sudden urgency to discuss my intentions. The lien can only be paid off through a deed in lieu, short sale or foreclosure and until one of these actions are completed, the homeowner remains on the title of record and can continue to live in the property until evicted. Since none of these situations currently apply to my property, there is no need for a discussion with Shellpoint. Also, not once did I request Shellpoint to stop sending me monthly statements. Monthly statements should be sent to me for informational purposes. Escrow is included with this account, and depending on the escrow amount, the monthly payments may change on the account, therefore, monthly statements should be mailed to me not as a demand for payment, but for informational purposes only, this should be worded on the statements. If Shellpoint was within the law to find out my intentions regarding their lien on the property, why didn't they simply mail me a letter? I am not sure how they code their accounts, but it should be coded as a bankruptcy discharged. Creditors are well aware that they are not to make telephone calls to the discharged debtor to discuss anything regarding the debt, lien or anything else without prior written consent and authorization. Shellpoint did not get this important information prior to making all the calls to my home. If I need to contact Shellpoint, then I will do so, otherwise, they should not call me under no circumstances. Regards, [redacted]
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 9, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xxxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted August 1, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in*** [redacted] Services, L.P(“ [redacted] ”) was the service of this loan beginning October 1, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] s mortgage servicing assets Ms [redacted] stated in the complaint that she pays her mortgage to [redacted] Mortgage Servicing and it has been a continual problem for them to keep track of her payments Ms [redacted] advised that she pays half of the full monthly payment every other week, and she pays it so that the full monthly payment is paid before the due date of the first of the month However, she receives at least one phone call per month from this company saying her payment is late [redacted] has misapplied her payment because it confuses them to have the split payment amount She is refinancing this loan in order to get away from this company and she wishes to be reimbursed for the cost of refinancing By way of background, [redacted] began servicing this loan on October 1, Ms [redacted] began making partial payments to [redacted] on October 21, 2013, and continued sending partial payments, roughly every two weeks The second partial payment received from Ms [redacted] was received on November 6, 2013, but was misapplied in error to an account with a similar Reference Number The payment was located on August 7, and has been posted to Ms [redacted] loan, with an effective date of November 6, Because the November 6, payment was missing, Ms [redacted] bi-weekly payment plan was off scheduleBy March 2014, there were not enough funds to post a full payment before the end of the grace period, and a late fee was assessed on March 17, The late fee was paid upon receiving another partial payment the same dayShellpoint has since reversed the late fee payment, waived the late fee, and posted the funds to principal A screen print of the payment record on this loan is attached, showing all of the payments received by [redacted] and Shellpoint since October of If Ms [redacted] believes there are any additional missing payments, we ask that she provide a front and back copy of the check/s and we will gladly assist On May 27, 2014, Shellpoint posted a partial payment to principal, instead of holding the funds in unapplied until a full payment was received Shellpoint received a phone call from Ms [redacted] on June 19, 2014, at which time the posting to principal was discussedA request was sent to our payment processor to reverse the payment to principal and post those funds toward a monthly payment The loan history indicates that this was never completed On August 7, 2014, Shellpoint contacted Ms [redacted] to advise we located a missing partial payment in the amount of $We offered to combine that with the funds we had previously mis-applied to principal (mentioned above), to post a full payment to the loan for the September 1, due dateOr, we could post it all to principal Ms [redacted] elected to have a full payment posted to the September 1, due date This request was completed on August 8, and the next payment is due October 1, Shellpoint does offer a free bi-weekly automatic draft (ACH) program Bi-weekly payments can be automatically drafted from Ms [redacted] checking or savings account, every other Monday Shellpoint informed Ms [redacted] of this option, but she declined Shellpoint will not reimburse Ms [redacted] for refinancing fees It is Ms [redacted] choice to refinance her loan and it is her responsibility to pay the associated fees Shellpoint would like to extend our most sincere apologies to Ms [redacted] for any inconvenience experienced regarding the application of her bi-weekly payments Shellpoint has advised Ms [redacted] that we would notate her account with instructions to our payment processing vendor that Ms [redacted] pays bi-weekly, and the partial payments should not be posted to principal Ms [redacted] was provided with a direct contact to call should she experience any future problems with the posting of her payments 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 May 11, 2015, regarding the above referenced loanBank of [redacted] as Trustee for [redacted] (“***”) currently owns the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of ***, on or about December 15, Please note, Shellpoint’s records indicate the loan was discharged through a Chapter BankruptcyTherefore, Shellpoint is not attempting to collect the debt, as Mrs [redacted] personal liability was dischargedHowever, 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 propertyUpon review of the complaint, Mrs [redacted] acknowledges the loan’s transfer from [redacted] , N.Ato Shellpoint, but disputes how the payments have been appliedMrs [redacted] advises the loan should be current, and requested Shellpoint make corrections accordinglyPlease be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,and was past due for the October, November and December paymentsShellpoint has received the following payments: ? ACH payment in the amount of $was received on January 23, and applied towards the October 1, due date? ACH payment in the amount of $was received on February 23, and applied towards the November 1, due date? ACH payment in the amount of $was received on March 23, and applied towards the December 1, due date, and $applied towards late charges? ACH payment in the amount of $2,was received on April 16, and applied as: o $towards the January 1, due date o $towards the February 1, due date o $towards the March 1, due date o $towards outstanding late charges [redacted] o $towards escrow only A request was submitted to the appropriate department on May 20, to reverse the escrow payment in the amount of $599.68, and combine it with $in unapplied funds to post a full payment towards the April 1, due dateShellpoint expedited and honored the request, and re-posted the payment towards the April 1, due date on May 20, As of the date of this letter, the loan is past due for the May 1, due dateEnclosed is a copy of the payment historyIt is respectfully advised that Mrs [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loanSuch proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in disputeShe may forward the documentation to Shellpoint via email to [redacted] shellpointmtg.com or fax to [redacted] , along with her written disputeUpon receipt, Shellpoint will gladly investigate furtherPlease accept our sincere apologies for any inconvenience experienced regarding this issueIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] *** Sincerely, [redacted] Shellpoint Mortgage Servicing
March 6, 1;"> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC 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, regarding the above referenced loan [redacted] (“ [redacted] ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this [redacted] loan and has been since March 1, [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, An issue was identified with the extra payment made on October 25, 2013, in the amount of $1, The funds were initially held as unapplied funds on October 25, and were later posted to principal on November 15, Shellpoint corrected the effective date of that posting to reflect the date the payment was actually received, October 25, Resurgent did not assess any late fees to your loan during the first sixty days following the date of transferResurgent began servicing the loan on August 8, 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, 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, payment had been receivedResurgent 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 issuesEnclosed 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
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 6, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted July 29, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) started servicing the [redacted] loan on May 13, Mr [redacted] stated in the complaint that his wife recently refinanced her mortgage through [redacted] Financial, LLC, (“ [redacted] ***”) At closing she filled out the autopay form and attached a voided check so that Shellpoint could automatically draft the funds from her bank account each month The first payment was due July 1, 2014, but Shellpoint never drafted the funds because the form was apparently incomplete Mr [redacted] stated that instead of reaching out to him or his wife by mail or phone, Shellpoint waited until the payment was late before beginning to harass them with daily phone calls Mr [redacted] advised that after the issue was explained, Shellpoint refused to waive the late fee assessed in July Mr [redacted] has requested a letter of apology as well as the waiver of the July late fee In addition, he requests that any negative marks reported on his wife’s credit report be removed Shellpoint would like to apologize for any inconvenience experienced regarding this issue We received an incomplete automatic draft (ACH) form directly from the lender, [redacted] Financial, on May 16, The form did not include a start date or a monthly draft amount The same day, Shellpoint replied to the loan officer at [redacted] and requested they provide a complete form, so that we could set up the ACH planShellpoint began attempting to contact Ms [redacted] on July 11, 2014, when the payment due July 1, had not yet arrived We reached Mr [redacted] on July 24, 2014, who informed us that he would make a payment by phone on July 27, Shellpoint also mailed a new ACH authorization form to Ms***, for her to complete and return On July 29, 2014, we received a phone call from Mr [redacted] We advised him that the July payment was past due and the ACH form still needed to be filled out completelyWe also informed Mr [redacted] that Shellpoint would not waive the late fee assessed July 17, 2014, as the payment was not late as a result of Shellpoint’s error We did not receive a new/complete ACH form from Ms [redacted] or Mr [redacted] However, Mr [redacted] contacted [redacted] regarding the matter on July 29, [redacted] reached out to Shellpoint and proposed we go ahead and set up the ACH plan using the incomplete form and [redacted] provided us with the additional information neededShellpoint agreed to set up the ACH plan with draft dates of the 1st of the monthSince July 1, had already passed, Shellpoint confirmed with Mr [redacted] that we should draft the July payment on July 30, 2014, and then draft the August payment on August 1, We would then continue drafting on the first of each month thereafter Shellpoint also informed Mr [redacted] that we would be waiving the late fee assessed July 17, 2014, in the amount of $ Please accept our sincere apologies for any inconvenience experienced regarding the set up of the ACH plan on this loanPlease 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 me at 1- [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 This is a reiteration of the earlier response apologizing for the issue but not rectifying the matterIt has and still is been outstanding and is within Shellpoint's complete power to reconcileStill would like to understand timing and if actual effort is being done to rectify the matter.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 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, etcThey 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 $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 mistakeWhen she finally did some more in depth analysis she noticed my PMI increased which cannotAt 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 untruthfulIn the future, if they don't know the answer don't try to guess over the phone do some researchMy 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 thatAlso, home property taxes cannot increase by 20% $to $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 matterOn 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 meI 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]
Dear Ms [redacted] : This letter is in response to the complaint submitted on March 5, regarding the above referenced loan [redacted] *** Mortgage Corporation (“ [redacted] ***”) is currently the owner of the account number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above on or about April 7, Per the complaint, the borrower(s) stated that their mortgage was opened in April 2014, and the September taxes and insurance premiums were due to be paid from their escrow account in the amount of $The borrower(s) wrote they received a Past Due Notice in November 2014, advising them of an unpaid balance of $The borrower(s) stated that Shellpoint only paid $685.92, leaving a balance of $Upon contacting Shellpoint and faxing the notice, the borrower(s) were advised the unpaid property tax balance would be taken care ofThe borrower(s) advised they called Shellpoint two weeks later to find out the balance was still unpaid, and decided to pay the balance out of pocket in order to avoid losing the propertyThe borrower(s) advised they have been told by Shellpoint representatives on numerous occasions, they would be reimbursed, but to date have notThe borrower(s) request reimbursement of their out of pocket expense and a resolutionPlease be advised, Shellpoint is not responsible for paying supplemental tax billsIt is the borrower’s responsibility to pay supplemental tax bills because they are generally not billed consistently on an annual basis, and therefore not calculated into the monthly escrow payment amountShellpoint paid $on September 5, to [redacted] County towards Contract # [redacted] /Parcel # [redacted] *** [redacted] County accepted our payment and applied $to the current property tax bill and $towards a delinquent supplemental bill from the previous yearThis left the current taxes short, which resulted in a tax penaltyShellpoint [redacted] contacted [redacted] County Tax office, who advised the borrower(s) paid $by credit card on November 19, 2014, which was applied towards the remaining taxes dueSince Shellpoint is not responsible for paying supplemental tax bills, we are unable to reimburse the [redacted] for the tax payment they made in November A request has been submitted to expedite an escrow analysisIf there is an overage of over $50.00, it will be refunded to themThe results of the escrow analysis will be mailed to the [redacted] within thirty (30) daysShellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the tax issuesPlease 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 organizationIf you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
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] ***
[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 14, 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: [redacted] Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 4, 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 August 8, Effective March 1, 2014, [redacted] became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] , LLCThe address and phone number used to contact [redacted] will remain the same for Shellpoint [redacted] stated in the complaint, that [redacted] is demanding payment on a loan that is not past due [redacted] has requested [redacted] review the loan records, acknowledge the account is up to date and issue an apology On December 6, 2013, [redacted] received a phone call from [redacted] regarding his payment dated November 27, We advised him that we had not yet received the payment [redacted] called on December 23, because the payment still had not posted to his loan While the agent reviewed his account, the call was disconnected by [redacted] We did not hear back from [redacted] for the remainder of December and January [redacted] began calling [redacted] throughout February because the loan was past dueWe were not able to reach him [redacted] emailed our Loss Mitigation department on March 2, advising that his account is not past due and explained that his payments are sent each month through online bill payAfter receiving the email, an agent contacted [redacted] to request proof of payment to help us investigate the matter [redacted] provided the proofs of payment on March 11, Upon receipt of the proofs of payments, Shellpoint was able to locate two payments that were not postedCheck number ***, dated November 27, 2013, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of December 4, Check number ***, dated January 28, 2014, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of January 30, The late charges assessed to the loan on December 17, and January 17, were waivedA request has been submitted to [redacted] to update the [redacted] tradeline as “current” for the last reporting cycleThe next payment is due April 1, 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
This letter is in response to the complaint submitted April 26, to Shellpoint Mortgage Verdana;">Servicing (“Shellpoint”)Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, ***, doing business as [redacted] trust, not in its individual capacity, but solely as owner trustee for [redacted] Ms [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] CaliforniaThe State of California paid Shellpoint $77,to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late chargeThey also demanded I pay April and May payments up frontI called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would beThe woman was rude and not helpfulI think Shellpoint should start collecting payments in MayShellpoint regrets any inconvenience Ms [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customersPlease be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable lawHowever, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $effective with the October 1, installment, and the monthly principal and interest payment would later increaseThe agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rateAs conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, installmentAs conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, In September 2014, Shellpoint made several attempts to establish contact with Ms***, but was unable to do so until October 16, During that conversation, Shellpoint discussed the reason for increase in the monthly paymentOn February 17, 2015, Shellpoint received funds totaling $77,to be applied to Ms***’s loan as part of her approval for assistance under the [redacted] California programAt that time, the loan was due for the October 1, contractual installmentShellpoint used $5,of those funds to satisfy the October 1, March 1, installmentsAlso, $71,of those funds were applied to the principal balanceAs part of Ms***’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown belowReduced Principal Balance: $115,Interest Rate: 3.125% Principal and Interest Payment: $Total Payment: $Payment Due Date: April 1, Maturity Date: September 1, Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effectHowever, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changedWe have provided an updated payment schedule belowInterest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/10/1/$4.625% 9/1/10/1/$As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms [redacted] signed on September 14, No other changes to the loan’s interest rate will occur outside of the schedule provided aboveThe principal and interest payments provided above do not include the monthly escrow depositThe monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow depositAs conveyed in Ms***’s complaint, Shellpoint previously advised that the recast was effective with the April 1, installmentWe have received payments for the April 1, and May 1, installments, and as a result, the next installment on the loan is due June 1, Lastly, please be advised that late charges have been waivedHowever, note that the original agreement stipulates that installments are due on the first day of each monthIf the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loanAll late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $If Ms [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistanceIf you have any further questions, comments or concerns, please contact me at (888) [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
July 7, 2015> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Address: [redacted] Road, [redacted] , MA Dear Ms [redacted] : This letter is in response to the above referenced complaint submitted July 2, Shellpoint is unable to locate an account for the above referenced complainantAs 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
This letter is in response to the complaint submitted June 9, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 14, Upon review of the complaint, Shellpoint determined we had already received a similar, complaint directly from Ms [redacted] on May 24, and June 9, We responded to her with a letter dated June 14, and sent it by email to [redacted] Enclosed is a copy of the responseWe would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing [redacted] Regulatory Fax: [redacted] Enclosure Please read the following important notices as they may affect your rightsThis is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector [redacted] Dear Ms [redacted] : This letter is in response to correspondence received May 24, and June 9, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 4, Per the correspondence, you would like your Private Mortgage Insurance (“PMI”) premium lowered to $43.39, as you allege the Initial Amortization Schedule you provided states when the loan reaches a principal balance of $222,729.00, the PMI premium will be loweredThe [PMI] Commitment/Certificate Endorsement from [redacted] Insurance Corporation (“***”) attached to your loan states, “This Endorsement modifies the Commitment/Certificate or terms which apply to the Loan, as stated below ” This document is effective March 19, 2008, (the closing date of the loan) and carries a fixed PMI premiumIt is not tied to the principal balance of the loan, or the loan modification you obtainedPlease refer to the Premium Rate box, which shows the rate for year one (1), and years two (2) through ten (10) is ($210.43)The rate is scheduled to drop beginning in year eleven (11) to ($43.39), which will be April A copy of the endorsement you provided in your dispute, as well as a more current copy is enclosedBoth documents show a Certificate Effective Date of March 19, Since the aforementioned document is related to the origination of the loan, Shellpoint cannot elaborate further regarding the documentShellpoint respectfully advises that any further investigation, questions or concerns regarding the loan closing documents be directed to the original lender or closing agentWe apologize for any confusion this may have causedIf you have any additional questions or concerns, please contact our Customer Service department at [redacted] Sincerely, [redacted] *** [redacted] Shellpoint Mortgage Servicing Enclosures
[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 March 18, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Subject Property: [redacted] ***, MA Reference Number: [redacted] Dear [redacted] : This letter is in response to the complaint submitted March 17, to Shellpoint Mortgage Servicing (“Shellpoint”) Effective March 1, 2014, Shellpoint began servicing the loan on behalf of [redacted] Mortgage Corporation [redacted] stated in the complaint, that she received a letter from the Escalations Department stating we will accept $158,to satisfy the loan However, she continues to get letters telling her she owes over $152,and threatening foreclosure Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of the satisfaction of the loan, as Shellpoint strives to provide excellent service to all of its customers Please know that we acknowledge the letter previously mailed to her confirming that the funds in the amount of $158,would be considered sufficient to pay the loan in full, and Shellpoint has honored that determination We respectfully request that [redacted] disregard any notice she has received regarding the status of the loan, as our records have been updated to reflect the loan as paid in full Enclosed, please find a copy of the Release of Mortgage/Deed of Trust that has been issued to the [redacted] County for recording If you have any further questions, comments or concerns, please contact me at ( [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing Enclosure: Release of Mortgage/Deed of Trust
Do not recall that letter coming but that is only part of problem I received a letter and email stating that they had set up an escrow account on my loan I don't see how that can be legal as the contract my wife and I signed specifically stated no escrow Also stated insurance not paid but I paid the bill myself I had my agent send proof of payment and coverage on approx6-30- Thanks for your help [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 monthThe payment was processed by phone like have been doing for past eight monthsNoticed be mail that they had made changes by company on addresses, phone the other thisI had never had problems before but this time while processing my payment I'm call was droppedIn the process they make the individual state your full nameAlso 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 hour to tell.(I don't rember the lady's name)I then asked her if I wait the 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 paymentThe following week I checked my online bankingIt showed two payment were madeI immediately went down to my bank make one the payments to be stoppedA few later I received a letter in the mail that there was a twenty dallor fee was added to the next paymentSo I called the the help line again I talk to the same lady I spoke to a few weeks earlierI spoke to about my issue and it seen the that sjhe couldn't help me will problemI ask to talk to her supervisor.While I explain what had happened , I ask if the fee can be wavedShe said that the fee made by their bank.I ask for the banks number and name she that couldn't give to meSo I can [redacted] which I thought was my lenderAs a first time home buyer I my not know all the loopsMaybe 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
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintThey are now claiming that I am ahead in my payments so why was I getting the rude phone calls and here again they are making an excuse as to why once again I will not be getting a statementRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Upon review the mortgage company has provided a lengthy though incomplete summary of events, left off are three addl phone calls pertaining to The tax document requests and application of my addl principle paymentsRegardless the amount of consumer interaction outlined in their notice for such seemlingly simple requests should provide a clear picture as to the general beaurocratic nature and lack of consumer concern Their official response is not acceptable as it does not compensate for past issues nor does it define clear corrective steps to prevent future issues, rather it just provides a incomplete history of what I believe to be clear incompetiance and lack of ownership in their missteps I would like to pursue compensation, clear action steps to correct in a timely manner along with a commitment to prevent similar issues from occurring moving forward Thank you for your time Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] 1) A brokers price opinion is not an appraisal and does not determine the real value of real of real stateThe fact that the improvements we made were not taken into consideration makes no sense to me and to anyone involved in the real estate business 2) Wood flooring at most of the house, crown molding through out the house, floor moldings through out, upgraded kitchen, fireplace , painted home To say these items do not increase value compared to other homes in the area is to not know anything about how value is determined Please refer to the two attachments: 1) Loan paper I signed 2) Comparable home values [redacted]
[redacted] ***, Suite [redacted] Toll Free Phone 1- [redacted] [redacted] , SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM May 28, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC 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, regarding the above referenced loan Federal National Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 1, 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 his payment had gone up from $3,per month to $4,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, The analysis shows that [redacted] incorrectly calculated the monthly PMI payment to be $839.68, instead of $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: I have reviewed the response made by the business in reference to complaint ID 10217849, and have determined that this does not resolve my complaint. My intentions as to any liens on the property was discussed at the time of the bankruptcy hearing, therefore, I am under no obligation to have a discussion with Shellpoint regarding their lien, unless I choose to do so. I am not sure what the underlying reasons why Shellpoint's representatives made numerous telephone calls to my home day and night, but whatever the case, they were indeed harassing me. I do not understand why the sudden urgency to discuss my intentions. The lien can only be paid off through a deed in lieu, short sale or foreclosure and until one of these actions are completed, the homeowner remains on the title of record and can continue to live in the property until evicted. Since none of these situations currently apply to my property, there is no need for a discussion with Shellpoint. Also, not once did I request Shellpoint to stop sending me monthly statements. Monthly statements should be sent to me for informational purposes. Escrow is included with this account, and depending on the escrow amount, the monthly payments may change on the account, therefore, monthly statements should be mailed to me not as a demand for payment, but for informational purposes only, this should be worded on the statements. If Shellpoint was within the law to find out my intentions regarding their lien on the property, why didn't they simply mail me a letter? I am not sure how they code their accounts, but it should be coded as a bankruptcy discharged. Creditors are well aware that they are not to make telephone calls to the discharged debtor to discuss anything regarding the debt, lien or anything else without prior written consent and authorization. Shellpoint did not get this important information prior to making all the calls to my home. If I need to contact Shellpoint, then I will do so, otherwise, they should not call me under no circumstances. Regards, [redacted]
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 9, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xxxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] This letter is in response to the complaint submitted August 1, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in*** [redacted] Services, L.P(“ [redacted] ”) was the service of this loan beginning October 1, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] s mortgage servicing assets Ms [redacted] stated in the complaint that she pays her mortgage to [redacted] Mortgage Servicing and it has been a continual problem for them to keep track of her payments Ms [redacted] advised that she pays half of the full monthly payment every other week, and she pays it so that the full monthly payment is paid before the due date of the first of the month However, she receives at least one phone call per month from this company saying her payment is late [redacted] has misapplied her payment because it confuses them to have the split payment amount She is refinancing this loan in order to get away from this company and she wishes to be reimbursed for the cost of refinancing By way of background, [redacted] began servicing this loan on October 1, Ms [redacted] began making partial payments to [redacted] on October 21, 2013, and continued sending partial payments, roughly every two weeks The second partial payment received from Ms [redacted] was received on November 6, 2013, but was misapplied in error to an account with a similar Reference Number The payment was located on August 7, and has been posted to Ms [redacted] loan, with an effective date of November 6, Because the November 6, payment was missing, Ms [redacted] bi-weekly payment plan was off scheduleBy March 2014, there were not enough funds to post a full payment before the end of the grace period, and a late fee was assessed on March 17, The late fee was paid upon receiving another partial payment the same dayShellpoint has since reversed the late fee payment, waived the late fee, and posted the funds to principal A screen print of the payment record on this loan is attached, showing all of the payments received by [redacted] and Shellpoint since October of If Ms [redacted] believes there are any additional missing payments, we ask that she provide a front and back copy of the check/s and we will gladly assist On May 27, 2014, Shellpoint posted a partial payment to principal, instead of holding the funds in unapplied until a full payment was received Shellpoint received a phone call from Ms [redacted] on June 19, 2014, at which time the posting to principal was discussedA request was sent to our payment processor to reverse the payment to principal and post those funds toward a monthly payment The loan history indicates that this was never completed On August 7, 2014, Shellpoint contacted Ms [redacted] to advise we located a missing partial payment in the amount of $We offered to combine that with the funds we had previously mis-applied to principal (mentioned above), to post a full payment to the loan for the September 1, due dateOr, we could post it all to principal Ms [redacted] elected to have a full payment posted to the September 1, due date This request was completed on August 8, and the next payment is due October 1, Shellpoint does offer a free bi-weekly automatic draft (ACH) program Bi-weekly payments can be automatically drafted from Ms [redacted] checking or savings account, every other Monday Shellpoint informed Ms [redacted] of this option, but she declined Shellpoint will not reimburse Ms [redacted] for refinancing fees It is Ms [redacted] choice to refinance her loan and it is her responsibility to pay the associated fees Shellpoint would like to extend our most sincere apologies to Ms [redacted] for any inconvenience experienced regarding the application of her bi-weekly payments Shellpoint has advised Ms [redacted] that we would notate her account with instructions to our payment processing vendor that Ms [redacted] pays bi-weekly, and the partial payments should not be posted to principal Ms [redacted] was provided with a direct contact to call should she experience any future problems with the posting of her payments If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing