February 28, 1;"> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] , LLC Loan Number: xx [redacted] Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted February 25, regarding the above referenced loan [redacted] , LLC (“ [redacted] ***”) currently owns the loan number ending in***Resurgent Capital Services L.P(“Resurgent”) is the servicer of this [redacted] loan and has been since October 18, [redacted] stated in the complaint, that Resurgent failed to carry over the principal payment election with the ACH plan that she had in place with [redacted] (“ [redacted] ”) [redacted] also advised that she had to fill out a new ACH form with Resurgent, to add the principal payment selection to the amount that is debited from her bank account each month Per [redacted] , Resurgent did not pay the property taxes due to [redacted] County for 2013, and she stated that it is difficult to reach a representative by phoneShe also hasn’t received a response to her emails [redacted] would like Resurgent to reimburse her for the $she will be paying out of her pocket for taxes, and she would like some of her mortgage paid down for delaying her principal payments Resurgent began servicing this loan on October 18, The automatic draft plan (“ACH”) was transferred from the previous servicer, [redacted] , and the first payment was drafted on November 4, The information transferred from [redacted] did not include any instructions to draft additional funds for principal [redacted] spoke with a representative on October 29, 2013, who sent [redacted] a new ACH form to fill out with instructions for additional principalResurgent received the new form on November 25, and updated [redacted] ’s ACH to draft the extra funds for principal, effective January 1, Unfortunately, it was too late to make the change effective for the December 1, draft date The taxes due on [redacted] ’s property should have been paid by the prior servicerUpon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 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, Resurgent paid $in property taxes from [redacted] ’s escrow account and paid the interest and penalties in the amount of $at our own expense Resurgent would like to apologize for any excessive wait time experienced when calling our Customer Service Department Our records indicate we received an email from [redacted] on December 3, and a follow up email on December 15, Resurgent responded to [redacted] ’s emails regarding her taxes on January 17, (enclosed)Resurgent has been experiencing extremely high call and email volume and we are working diligently to improve our response time Regarding [redacted] ’s request to pay down her mortgage as compensation for delaying her principal payments, [redacted] could have submitted extra principal payments by phone or by sending a check through the mailResurgent is not able to make an adjustment to [redacted] ’s principal balance We would like to apologize for any inconvenience experienced regarding these issuesIf you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Resurgent Capital Services L.P Enclosure
Dear Ms [redacted] : This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, Per your correspondence, you stated Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January payment when we should haveYou stated Shellpoint assessed the late charge inappropriately and request that it be waivedPlease be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was receivedYour 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 chargesYou were advised by Customer Service on January 21, a late fee would be assessedYou were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was deniedShellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriatelyTherefore, the late charge will not be waivedIf you have any additional questions or concerns, please contact our Customer Service department at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
Shellpoint took over servicing our home mortgage and it has been a total nightmare In more than years of home ownership we have never had a problem with any other mortgage companies (we pay our mortgage on time every month with additional principle The service at Shellpoint is TERRIBLE They lose checks, can't process an EFT (I know - unbelievable) Each customer service rep says the same thing - "sorry I can't help you, a supervisor will have to call you back" - but they never do! They may be responsive to banks but they sure are not to home owners!!!
This letter is in response to the complaint submitted June 12, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) b [redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, Mr [redacted] stated in the complaint that he received a credit alert advising the loan is delinquentHe advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing paymentsShellpoint would like to extend our sincere apologies to Mr [redacted] for the Default Notice sent to his attorney, dated June 2, 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 optionsMr***’s loan is not in default, due to the Active BankruptcyWe would like to apologize for any disappointment this may have causedShellpoint is reviewing the language in our Notices to avoid any miscommunications in the futureShellpoint’s Bankruptcy department reviewed Mr***’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr***’s loan still owes $2,Without those funds from the trustee, the loan is not contractually currentShellpoint 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 organizationIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing [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 11, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] as Trustee for [redacted] Loan [redacted] Loan Number: xxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted August 3, regarding the above referenced loan [redacted] as [redacted] for [redacted] Loan [redacted] I (“***”) currently owns the loan number ending in *** [redacted] Services, L.P(“ [redacted] ”) was the servicer of this loan beginning November 1, 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,plus in escrow that has not been refunded to him as of August 3, 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, The refund consisted of $1,in escrow funds and $for overpayment The refund check was mailed to the address we have on file; [redacted] ***, [redacted] , TX 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, We contacted Mr [redacted] on August 4, 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, If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] Toll Free Phone 1- [redacted] SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 27, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xx [redacted] Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted March 17, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 8, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets [redacted] stated in the complaint, that Shellpoint has held two of their mortgage payments, in February and March and claim they are in default The name of the mortgage company keeps changing and each time it changes, the company tries to force them into default [redacted] also stated that the county taxes have not been paid out of their escrow account We received check # [redacted] on February 7, 2014; however, the check was post-dated for March 3, At that time, the loan was due for the February 1, paymentWe were not able to post the check until the date written on it, March 3, In the meantime, the loan became over thirty days past dueFor this reason, a Borrower’s Solicitation Package was mailed to the [redacted] to advise them that the loan was past due and there may be options available to them, should they need assistance No late charges were assessed to the loan and nothing derogatory was reported to the three major consumer reporting agencies, during that timeThe loan is current and the next payment is due April 1, Per the complaint, [redacted] stated their county taxes have not been paid [redacted] issued payment to [redacted] County on October 18, for the county taxes due November 1, [redacted] County confirmed receipt of the payment on October 31, [redacted] also issued payment to [redacted] City on October 18, for the city taxes due November 1, Shellpoint has since learned that the payment never made it to [redacted] City As of the date of this correspondence, a new payment of $is being disbursed from the [redacted] ’ escrow account to [redacted] CityIn addition, Shellpoint is paying $in penalties and interest to [redacted] CityWe would like to apologize for any inconvenience experienced regarding this issue Regarding [redacted] concerns about the change in mortgage companies, this loan originated with [redacted] Financial, LLC (“ [redacted] ***”) on July 24, [redacted] initially placed the loan with [redacted] Finance (“ [redacted] ”) for servicing [redacted] withdrew the loan from [redacted] and transferred the servicing of the loan to [redacted] , effective October 8, As stated above, Shellpoint purchased substantially all of [redacted] mortgage servicing assets effective March 1, 2013, making Shellpoint the current servicer 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 September 8, 2015, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) is currently the owner of the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Shellpoint notified Ms [redacted] that the payment due August had not been received within the grace periodMs [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-issuedMs [redacted] contends two payments should have been received before September 1, As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agenciesOur records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox [redacted] , [redacted] , OH 45274-It is respectfully advised Ms [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, 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 toCheck number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the accountOur 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, The payment was posted to the August 1, due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has since worked with our vendor to prevent a similar occurrence in the futureDuring the time period described above, Ms [redacted] placed a stop on check # [redacted] and it has since been returned by her bankShould 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 refundShellpoint will require documentation of any fees assessed by her bank, should she need to make this requestShellpoint received two more checks from Ms [redacted] Please review the following payment details: ? check number ending in ***, dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, The loan is current and the next payment is due October 1, As of the date of this response, we have requested the late charge of $that was assessed on September 3, to be waivedNothing derogatory has been reported to the consumer reporting agencies as a result of this issueIf you have any further questions, comments, or concerns, please contact Customer Service at 800- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted October 26, regarding the above
referenced loan*** *** Insurance Corporation (“***”) currently owns the loan
number ending in***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the***
loan on or about March 1,
Ms*** stated in the complaint that since the servicing of her loan transferred from the
previous servicer, *** *** ***, L.P(“***”), to Shellpoint, she has only
received two monthly statementsShe has received multiple calls regarding missing payments and
she has advised Shellpoint that she is not receiving statementsMs*** has requested to know
the balance that is due on the loan and also requested a “zeroing” of the balance due, without any
impact on her credit score
Shellpoint would like to extend our most sincere apologies to Ms*** for not receiving
monthly billing statementsOur records indicate that we received one piece of correspondence
from Ms*** on April 25, advising us that she was not receiving statementsHer loan
was updated at that time and a statement was mailed May 19, Ms*** also called our
office on May 8, to advise that she was not receiving statementsSince Shellpoint already
updated her loan to receive statements, no additional corrections were necessaryShellpoint has
no record of any additional phone calls with Ms*** advising that she was still not receiving
statementsUpon receipt of the complaint, Shellpoint identified an inadvertent system error that
prevented further statements from being mailed after May 19, Shellpoint has corrected the
system error and the next monthly statement will be mailed on or about November 16, We
would like to apologize for any inconvenience experienced regarding this issue
***
Ms***’s loan has never been days past due since Shellpoint began servicing the loan
The loan is current and the next payment is due December 1, 2014, in the amount of $
The current principal balance on the loan is $1,Enclosed is a copy of Ms***’s
payment history, for a review of the payments applied to the loan, and a copy of the statement
dated May 19,
Please know that Shellpoint takes its customer service obligations very seriously and Ms
***’s 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-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
***
Beattie Place, Suite *** 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 10,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ** ***
Current Owner: *** *** Mortgage Association
Loan Number: xx***
Reference Number: ***
Dear Ms***
This letter is in response to the rebuttal submitted July 9, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of the *** *** loan beginning July 31, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Mr.*** stated in the rebuttal, that he received a letter and email stating that we had set up an escrow account on his loan. The contract he and his wife signed specifically stated no escrow. He paid the insurance bill himself and his agent sent proof of payment on June 30,
Shellpoint had received a request from the original creditor stating the hazard insurance had not been paid and they asked us to pay itThey also advised us that the insurance and taxes for the *** property should be paid by us from an escrow accountShellpoint processed the request on June 30, and sent a letter to the*** via secure email to inform them of the actions takenThe*** replied via email on June 30, disputing those actionsUpon receipt of the dispute, Shellpoint inquired with the original creditor and confirmed there was a miscommunicationShellpoint cancelled the request to set up an escrow account and sent another letter to the *** via secure email on July 7, (enclosed)Shellpoint has requested a refund of the insurance payment we sent to the insurance company and the *** were not charged for that payment
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
RE: Complaint ID ***, *** ***
11pt">Current Owner: *** *** *** Mortgage Corporation
Loan Number: ***
Reference Number: ***
Dear Ms***:
This letter is in response to the complaint submitted October 24, and forwarded to Shellpoint Mortgage Servicing (“Shellpoint”) on November 19, 2014, regarding the above referenced loan. *** *** *** Mortgage Corporation (“*** ***”) currently owns the loan number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about March 1, 2014.
Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint from the Consumer Financial Protection Bureau (“CFPB”) on July 30, 2014. We responded to the CFPB complaint with a letter and supporting documentation on August 14, (enclosed). The response was uploaded to the CFPB’s web portal on August 14, 2014, for Mr. *** to reviewUpon review of this complaint, Shellpoint has determined that our response remains unchanged
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures%%
mY MORTGAGE WAS ABRUPTLY CHANGED TO SHELLPOINT FOUR MONTHS AGO SINCE THEN I HAVE MULTIPLE PROBLEMS WITH MY ACCOUNT DESPITE PAYING ON MORTGAGES NEARLY FIFTY YEARS WITHOUT A SINGLE PROBLEM THEY REFUSED TO ACCEPT INSURANCE FROM THE STATE RUN CITIZENS CASUALTY OF FLORIDA BECAUSE THEY DISAGREED HOW CITIZENS VALUED THE PROPERTY EVEN THOUGH That SYSTEM WAS SET BY LAW THEIR CUSTOMER SERVICE EXISTS ONLY TO HELP SHELLPOINT, NOT CUSTOMERS THEY MAY BE BUY NEW INSURANCE AND CHARGED ME FOR THE PRIVILEDGE, DATING THE INSURANCE BACK THREE MONTHS EVEN THOUGH NO CLAIMS COULD BE MADE RETROACTIVELY ON THE INSURANCE I DO NOT K NOW IF THEY ARE CROOKS OR JUST OUT FOR THEMSELVES BUT THESE ARE AMONG THE WORSE PEOPLE ON THE PLANET AND ONE CAN ONLY HOPE THE COMPANY COLLAPSES
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Dear Ms***:
"">This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, 2015. Per the complaint, the borrower(s) Mr*** does not have an escrow account, as he pays his own taxes and insuranceHowever, after checking his loan detail, his account shows an escrow payment of $2,Mr*** would like access online to review his mortgage accountLast, Mr*** reviewed his for and in comparison to his last statement received, the amounts do not match. Due to an inadvertent error, when Mr***’s loan was loaded into Shellpoint’s system, it reflected an escrow accountAs such, on November 10, Shellpoint disbursed the taxes due to San Diego County in the amount of $7,On December 30, Shellpoint requested the county refund the taxes paid, because Mr*** had paid themIn turn, $7,was refunded to Mr***’s accountOn January 11, the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removed. Mr***’s principle and interest payment is $5,273.36. Shellpoint began servicing Mr***’s loan September 1, From that date forward, the interest paid to Shellpoint was a total of $9,Prior to that, the loan was serviced by *** Loans Incand he should receive a separate Mortgage Interest Statement (1098) for any interest paid to *** in Enclosed is a copy of the Mortgage Interest statement (1098) from Shellpoint. As of the date of this letter, Shellpoint’s records do not show that Mr*** is locked out of his online accountWe would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.comInternet Explorer is preferable as your main Internet BrowserCheck the Cache and Cookies under your browser’s Internet Settings and clear out those featuresMr. *** ***’s username is (***.***) and his email address is ***.***@gmail.comIf Mr. *** has forgotten his password, he will need to click “Forgot Password” to reset it. Should the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phone. Enclosed is a copy of the Loan Transaction History. Please accept our sincere apologies for any inconvenience experienced regarding these issuesIf you have any further questions, comments, or concerns, please contact Customer Service at ***
*** Sincerely, * *** Shellpoint Mortgage Servicing
Roman">** *** *** *** *** Toll Free Phone***
Greenville, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 24,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** ***, LLC
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted March 13, regarding the above referenced loan. *** *** Financial, LLC (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan, and has been since March 1, 2014.
*** *** stated in the complaint, that Shellpoint calls his home and workplace on the first of each month if his mortgage is not paid. *** *** advised that he informed Shellpoint that he will pay the mortgage by the fifteenth of the month, but he still continues to receive phone calls. *** *** would like Shellpoint to stop calling. *** *** payments are due on the first of each month and late charges may be assessed if a payment is not received by the sixteenth of the monthPer the complaint, Shellpoint has updated *** *** loan to restrict automatic courtesy calls during the loan’s fifteen day grace period. He may still receive manual calls from Shellpoint Customer Service, if/when needed. 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-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Complain ID *** was not resolved.
First in the response from Shellpoint about my payment by phone was inaccurate. I have only paid online, which is stated in my complaint. Also as my complaint explained, Shellpoints/*** online tool for payment retains the bank account information, which I have used repeatedly to make the payments.
I had also asked ShellPoint if there was anything they would report to credit agencies. Shellpoint stated that my payment was made before the days and there was nothing to report
Apparently they lied. Just yesterday a credit report was pulled for myself and wife. My wife's credit score was adversely affected from what they submitted. Yet they didn't submit anything on mine.
This is the type of UNETHICAL practice I was referring. I was waiting to see what underhanded tactic they were going to execute
I would like to know what is my recourse. Do I need to file another complaint with the Revdex.com? That seems to the only way to get a response from Shellpoint Or do I file a complaint with South Carolina and my State's State Attorney General
Thanks,
*** ***
***
Roman">Beattie Place, Suite *** 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
September 19,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Reference Number: ***
Dear Ms***:
This letter is in response to the complaint submitted September 11, regarding the above referenced loan. *** *** *** *** *** c/o *** *** *** ***, ***, dba *** *** (“*** ***”) currently owns the above referenced loan Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, 2014.
Ms*** stated in the complaint that she is the victim of a bankruptcy discharge violation by Shellpoint. She previously requested that Shellpoint stop calling her and she is under no obligation to pay anyone on this discharged debt. Ms*** requested that Shellpoint update her loan with the appropriate status to take it out of the collection queue, so that the phone calls and collection activities on the account will stop.
Shellpoint understands that Ms***’s personal liability was discharged with the Chapter BankruptcyShellpoint is not attempting to collect the debt, as her personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Please note, Shellpoint is within our rights to make contact with Ms*** to determine her intentions with the property. Shellpoint is not demanding payment or attempting to collect the debt from Ms***, but rather seeking to determine how she wishes to proceed regarding the mortgage lien
Per Ms***’s request for no further contact by phone, the loan has been updated as cease. When a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to the customer, including billing monthly statements.
We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Roman">Beattie Place, Suite *** 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 28,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** *** Association
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted August 20, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** Shellpoint *** Servicing (“Shellpoint”) began servicing this loan on April 2, 2014.
Mrs*** stated in the complaint that the above referenced loan was paid off when the ***’s re-financed on May 30, 2014. Shellpoint held the escrow funds until August 20, 2014, but the escrow refund was short by $635.72. Mrs*** requests the remaining $be returned to her.
Shellpoint received a payoff in the amount of $287,on May 30, 2014. Our escrow department advised that two FHA Private *** Insurance (“PMI”) premiums needed to be paid, so the escrow refund was delayed until we could determine exactly how much should actually be refundedUpon receiving several phone calls from Mrs***, Shellpoint sent a refund wire in the amount of $3,Shellpoint held back $in order to pay two monthly PMI premiums, per our escrow department’s advice. After further research, Shellpoint confirmed that no additional premiums are due to the PMI insurance carrier. As of August 28, 2014, a final wire has been sent to the *** in the amount of $
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-***
Sincerely,
** ***
Shellpoint *** Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Yesterday (June 2, 2014), my husband *** ***, received a phone call from *** at ShellpointShe assured my husband that the delinquent school taxes have been paid to date
I spoke with Tax Collector,*** *** (***) today, June 3, She stated she received an email from Shellpoint asking for tax informationShe has not received a phone call from anyone at ShellpointThe email did not give a customer name and she was unable to response to the email due to lack of informationAfter checking her records, our School Taxes are still delinquent in the full amount of $*** *** stated she will contact *** today and bring to their attention our school taxes have still not been paid as of today, despite the information provided by Shellpoint that they have been paid to date
Our school taxes are still delinquent and overdueWe (my husband and me) are asking that Shellpoint stop giving information and just pay our taxes per our mortgage agreement
Regards,
*** ***
** *** ***, Suite ***
1;"> Toll Free Phone 1-***
Greenville, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 2,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** *** ***
Current Owner: *** *** *** ***
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted May 23, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P(“***”) was the servicer of this loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Ms*** stated in the complaint, that the school taxes had not been paid by Shellpoint. She provided a copy of a tax bill from *** *** School District with a statement date of July 1, 2013. The statement showed the tax amount due if paid on August 31, 2013, and the amount due if paid on October 31, 2013. Ms.*** advised that she has contacted Shellpoint over twenty times by phone since February trying to get the taxes paid and has been unable to speak with a Supervisor. Shellpoint began receiving phone calls from Mrand Mrs.*** on February 25, 2014, regarding an overdue tax bill from July 2013. At that time, our records indicated the taxes were paid by the previous servicer and there was nothing past dueHowever, we went ahead and submitted a request to our tax vendor to research any taxes owed on the property. We received information on March 15, that no delinquent taxes were due for the year or prior. Upon receiving additional phone calls from Mrand Mrs.***, we submitted a second research request through our tax vendor. Again, we were advised that there are no delinquent taxes reported on the property as of May 27, 2014. Shellpoint also attempted to contact the tax collector, Ms*** ***, by email and voice mail to confirm no taxes are due. We have not yet received a reply from Ms.*** A Supervisor contacted Mr. *** today, June 2, 2014, to advise the status of the tax inquiry and Mr. *** stated that he would contact the tax collector on June 3, 2014.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
RE: Complaint ID: *** *** *** Property Address: *** *** Avenue, ***, SC 29388
"">Reference Number: 0*** *** *** Dear *** ***: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 2016. 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, Ms*** has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly paymentsHowever, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loanAs a courtesy, Shellpoint gave her a three (3) month extensionFurthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every dayShe is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. *** on January 25, 2017; however, we were unable to reach herWe are here to take her calls during the hours listed aboveShe may also request a specific date and time she would prefer we call her. Please be advised, Ms***’s SPOC, Denis C***, attempted to contact her multiple times throughout the months of December and January and was unable to reach her until Ms*** called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms*** on November 7, 2006, paragraph two (2) states: *** “On December 1, (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms***’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metroformat and in compliance with the Fair Credit Reporting Act (“FCRA”)Per the FCRA, Shellpoint must report true and accurate information regarding the loanShellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurredEnclosed is a copy of the Note and payment history. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF* Shellpoint Mortgage Servicing regulatory*** Regulatory Fax: (*** Enclosures: Note and payment history
February 28, 1;"> Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] , LLC Loan Number: xx [redacted] Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted February 25, regarding the above referenced loan [redacted] , LLC (“ [redacted] ***”) currently owns the loan number ending in***Resurgent Capital Services L.P(“Resurgent”) is the servicer of this [redacted] loan and has been since October 18, [redacted] stated in the complaint, that Resurgent failed to carry over the principal payment election with the ACH plan that she had in place with [redacted] (“ [redacted] ”) [redacted] also advised that she had to fill out a new ACH form with Resurgent, to add the principal payment selection to the amount that is debited from her bank account each month Per [redacted] , Resurgent did not pay the property taxes due to [redacted] County for 2013, and she stated that it is difficult to reach a representative by phoneShe also hasn’t received a response to her emails [redacted] would like Resurgent to reimburse her for the $she will be paying out of her pocket for taxes, and she would like some of her mortgage paid down for delaying her principal payments Resurgent began servicing this loan on October 18, The automatic draft plan (“ACH”) was transferred from the previous servicer, [redacted] , and the first payment was drafted on November 4, The information transferred from [redacted] did not include any instructions to draft additional funds for principal [redacted] spoke with a representative on October 29, 2013, who sent [redacted] a new ACH form to fill out with instructions for additional principalResurgent received the new form on November 25, and updated [redacted] ’s ACH to draft the extra funds for principal, effective January 1, Unfortunately, it was too late to make the change effective for the December 1, draft date The taxes due on [redacted] ’s property should have been paid by the prior servicerUpon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 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, Resurgent paid $in property taxes from [redacted] ’s escrow account and paid the interest and penalties in the amount of $at our own expense Resurgent would like to apologize for any excessive wait time experienced when calling our Customer Service Department Our records indicate we received an email from [redacted] on December 3, and a follow up email on December 15, Resurgent responded to [redacted] ’s emails regarding her taxes on January 17, (enclosed)Resurgent has been experiencing extremely high call and email volume and we are working diligently to improve our response time Regarding [redacted] ’s request to pay down her mortgage as compensation for delaying her principal payments, [redacted] could have submitted extra principal payments by phone or by sending a check through the mailResurgent is not able to make an adjustment to [redacted] ’s principal balance We would like to apologize for any inconvenience experienced regarding these issuesIf you have any further questions, comments or concerns, please contact me at [redacted] Sincerely, [redacted] Resurgent Capital Services L.P Enclosure
Dear Ms [redacted] : This letter is in response to your correspondence dated April 12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, Per your correspondence, you stated Shellpoint assessed a late charge on January 21, 2016, even though you assert Shellpoint didn’t take your January payment when we should haveYou stated Shellpoint assessed the late charge inappropriately and request that it be waivedPlease be advised, Shellpoint received a payment on January 21, 2016, and it was posted to your loan the same day it was receivedYour 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 chargesYou were advised by Customer Service on January 21, a late fee would be assessedYou were also advised by a supervisor on April 15, 2016, the request for a waiver of the fee was deniedShellpoint’s records indicate no error has occurred and the late charge assessed on January 21, 2016, was assessed appropriatelyTherefore, the late charge will not be waivedIf you have any additional questions or concerns, please contact our Customer Service department at [redacted] Sincerely, [redacted] *** Shellpoint Mortgage Servicing
Shellpoint took over servicing our home mortgage and it has been a total nightmare In more than years of home ownership we have never had a problem with any other mortgage companies (we pay our mortgage on time every month with additional principle The service at Shellpoint is TERRIBLE They lose checks, can't process an EFT (I know - unbelievable) Each customer service rep says the same thing - "sorry I can't help you, a supervisor will have to call you back" - but they never do! They may be responsive to banks but they sure are not to home owners!!!
This letter is in response to the complaint submitted June 12, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) b [redacted] servicing the loan on behalf of the owner referenced above, on or about September 15, Mr [redacted] stated in the complaint that he received a credit alert advising the loan is delinquentHe advised his credit report was corrected, however he just received a letter from Shellpoint stating he is missing paymentsShellpoint would like to extend our sincere apologies to Mr [redacted] for the Default Notice sent to his attorney, dated June 2, 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 optionsMr***’s loan is not in default, due to the Active BankruptcyWe would like to apologize for any disappointment this may have causedShellpoint is reviewing the language in our Notices to avoid any miscommunications in the futureShellpoint’s Bankruptcy department reviewed Mr***’s loan and determined that the trustee appointed to pay the pre-petition arrears on Mr***’s loan still owes $2,Without those funds from the trustee, the loan is not contractually currentShellpoint 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 organizationIf you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing [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 11, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] , [redacted] Current Owner: [redacted] as Trustee for [redacted] Loan [redacted] Loan Number: xxxxx [redacted] Reference Number: [redacted] Dear Ms [redacted] : This letter is in response to the complaint submitted August 3, regarding the above referenced loan [redacted] as [redacted] for [redacted] Loan [redacted] I (“***”) currently owns the loan number ending in *** [redacted] Services, L.P(“ [redacted] ”) was the servicer of this loan beginning November 1, 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,plus in escrow that has not been refunded to him as of August 3, 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, The refund consisted of $1,in escrow funds and $for overpayment The refund check was mailed to the address we have on file; [redacted] ***, [redacted] , TX 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, We contacted Mr [redacted] on August 4, 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, If you have any further questions, comments or concerns, please contact me at 1- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
[redacted] Toll Free Phone 1- [redacted] SC Toll Free Fax 1- [redacted] Hours of Operation Monday-Friday 8:00AM-10:00PM Saturday 8:00AM-3:00PM March 27, Revdex.com of Upstate South Carolina Attn: [redacted] North Church St, Suite C Greenville, SC RE: Complaint ID [redacted] Current Owner: [redacted] Mortgage Association Loan Number: xx [redacted] Reference Number: [redacted] Dear [redacted] This letter is in response to the complaint submitted March 17, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) currently owns the loan number ending in *** [redacted] Services, L.P., (“ [redacted] ”) was the servicer of the [redacted] loan beginning October 8, Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets [redacted] stated in the complaint, that Shellpoint has held two of their mortgage payments, in February and March and claim they are in default The name of the mortgage company keeps changing and each time it changes, the company tries to force them into default [redacted] also stated that the county taxes have not been paid out of their escrow account We received check # [redacted] on February 7, 2014; however, the check was post-dated for March 3, At that time, the loan was due for the February 1, paymentWe were not able to post the check until the date written on it, March 3, In the meantime, the loan became over thirty days past dueFor this reason, a Borrower’s Solicitation Package was mailed to the [redacted] to advise them that the loan was past due and there may be options available to them, should they need assistance No late charges were assessed to the loan and nothing derogatory was reported to the three major consumer reporting agencies, during that timeThe loan is current and the next payment is due April 1, Per the complaint, [redacted] stated their county taxes have not been paid [redacted] issued payment to [redacted] County on October 18, for the county taxes due November 1, [redacted] County confirmed receipt of the payment on October 31, [redacted] also issued payment to [redacted] City on October 18, for the city taxes due November 1, Shellpoint has since learned that the payment never made it to [redacted] City As of the date of this correspondence, a new payment of $is being disbursed from the [redacted] ’ escrow account to [redacted] CityIn addition, Shellpoint is paying $in penalties and interest to [redacted] CityWe would like to apologize for any inconvenience experienced regarding this issue Regarding [redacted] concerns about the change in mortgage companies, this loan originated with [redacted] Financial, LLC (“ [redacted] ***”) on July 24, [redacted] initially placed the loan with [redacted] Finance (“ [redacted] ”) for servicing [redacted] withdrew the loan from [redacted] and transferred the servicing of the loan to [redacted] , effective October 8, As stated above, Shellpoint purchased substantially all of [redacted] mortgage servicing assets effective March 1, 2013, making Shellpoint the current servicer 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 September 8, 2015, regarding the above referenced loan [redacted] Mortgage Association (“ [redacted] ***”) is currently the owner of the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above, on or about April 2, Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concernsPer the complaint, Shellpoint notified Ms [redacted] that the payment due August had not been received within the grace periodMs [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-issuedMs [redacted] contends two payments should have been received before September 1, As such, she requested Shellpoint confirm the payments were received and that no late marks have been reported to the consumer reporting agenciesOur records show the mortgage statement dated August 1, (enclosed) referenced the new payment address of P.OBox [redacted] , [redacted] , OH 45274-It is respectfully advised Ms [redacted] ensures the online bill pay servicer has our correct payment address on file to avoid future payment delaysAdditionally, 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 toCheck number ending in [redacted] dated July 27, 2015, was received at our payment processing vendor on August 3, Since the check referenced an account number that does not belong to [redacted] Shellpoint, our vendor was not able to locate the accountOur 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, The payment was posted to the August 1, due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has since worked with our vendor to prevent a similar occurrence in the futureDuring the time period described above, Ms [redacted] placed a stop on check # [redacted] and it has since been returned by her bankShould 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 refundShellpoint will require documentation of any fees assessed by her bank, should she need to make this requestShellpoint received two more checks from Ms [redacted] Please review the following payment details: ? check number ending in ***, dated August 24, 2015, in the amount of 600.00, covers the mortgage payment due for August 1, ? check number ending in ***, dated August 26, 2015, in the amount of $650.00, covers the mortgage payment due for September 1, The loan is current and the next payment is due October 1, As of the date of this response, we have requested the late charge of $that was assessed on September 3, to be waivedNothing derogatory has been reported to the consumer reporting agencies as a result of this issueIf you have any further questions, comments, or concerns, please contact Customer Service at 800- [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted October 26, regarding the above
referenced loan*** *** Insurance Corporation (“***”) currently owns the loan
number ending in***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the***
loan on or about March 1,
Ms*** stated in the complaint that since the servicing of her loan transferred from the
previous servicer, *** *** ***, L.P(“***”), to Shellpoint, she has only
received two monthly statementsShe has received multiple calls regarding missing payments and
she has advised Shellpoint that she is not receiving statementsMs*** has requested to know
the balance that is due on the loan and also requested a “zeroing” of the balance due, without any
impact on her credit score
Shellpoint would like to extend our most sincere apologies to Ms*** for not receiving
monthly billing statementsOur records indicate that we received one piece of correspondence
from Ms*** on April 25, advising us that she was not receiving statementsHer loan
was updated at that time and a statement was mailed May 19, Ms*** also called our
office on May 8, to advise that she was not receiving statementsSince Shellpoint already
updated her loan to receive statements, no additional corrections were necessaryShellpoint has
no record of any additional phone calls with Ms*** advising that she was still not receiving
statementsUpon receipt of the complaint, Shellpoint identified an inadvertent system error that
prevented further statements from being mailed after May 19, Shellpoint has corrected the
system error and the next monthly statement will be mailed on or about November 16, We
would like to apologize for any inconvenience experienced regarding this issue
***
Ms***’s loan has never been days past due since Shellpoint began servicing the loan
The loan is current and the next payment is due December 1, 2014, in the amount of $
The current principal balance on the loan is $1,Enclosed is a copy of Ms***’s
payment history, for a review of the payments applied to the loan, and a copy of the statement
dated May 19,
Please know that Shellpoint takes its customer service obligations very seriously and Ms
***’s 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-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
***
Beattie Place, Suite *** 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 10,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ** ***
Current Owner: *** *** Mortgage Association
Loan Number: xx***
Reference Number: ***
Dear Ms***
This letter is in response to the rebuttal submitted July 9, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of the *** *** loan beginning July 31, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Mr.*** stated in the rebuttal, that he received a letter and email stating that we had set up an escrow account on his loan. The contract he and his wife signed specifically stated no escrow. He paid the insurance bill himself and his agent sent proof of payment on June 30,
Shellpoint had received a request from the original creditor stating the hazard insurance had not been paid and they asked us to pay itThey also advised us that the insurance and taxes for the *** property should be paid by us from an escrow accountShellpoint processed the request on June 30, and sent a letter to the*** via secure email to inform them of the actions takenThe*** replied via email on June 30, disputing those actionsUpon receipt of the dispute, Shellpoint inquired with the original creditor and confirmed there was a miscommunicationShellpoint cancelled the request to set up an escrow account and sent another letter to the *** via secure email on July 7, (enclosed)Shellpoint has requested a refund of the insurance payment we sent to the insurance company and the *** were not charged for that payment
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
RE: Complaint ID ***, *** ***
11pt">Current Owner: *** *** *** Mortgage Corporation
Loan Number: ***
Reference Number: ***
Dear Ms***:
This letter is in response to the complaint submitted October 24, and forwarded to Shellpoint Mortgage Servicing (“Shellpoint”) on November 19, 2014, regarding the above referenced loan. *** *** *** Mortgage Corporation (“*** ***”) currently owns the loan number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about March 1, 2014.
Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint from the Consumer Financial Protection Bureau (“CFPB”) on July 30, 2014. We responded to the CFPB complaint with a letter and supporting documentation on August 14, (enclosed). The response was uploaded to the CFPB’s web portal on August 14, 2014, for Mr. *** to reviewUpon review of this complaint, Shellpoint has determined that our response remains unchanged
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures%%
mY MORTGAGE WAS ABRUPTLY CHANGED TO SHELLPOINT FOUR MONTHS AGO SINCE THEN I HAVE MULTIPLE PROBLEMS WITH MY ACCOUNT DESPITE PAYING ON MORTGAGES NEARLY FIFTY YEARS WITHOUT A SINGLE PROBLEM THEY REFUSED TO ACCEPT INSURANCE FROM THE STATE RUN CITIZENS CASUALTY OF FLORIDA BECAUSE THEY DISAGREED HOW CITIZENS VALUED THE PROPERTY EVEN THOUGH That SYSTEM WAS SET BY LAW THEIR CUSTOMER SERVICE EXISTS ONLY TO HELP SHELLPOINT, NOT CUSTOMERS THEY MAY BE BUY NEW INSURANCE AND CHARGED ME FOR THE PRIVILEDGE, DATING THE INSURANCE BACK THREE MONTHS EVEN THOUGH NO CLAIMS COULD BE MADE RETROACTIVELY ON THE INSURANCE I DO NOT K NOW IF THEY ARE CROOKS OR JUST OUT FOR THEMSELVES BUT THESE ARE AMONG THE WORSE PEOPLE ON THE PLANET AND ONE CAN ONLY HOPE THE COMPANY COLLAPSES
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Dear Ms***:
"">This letter is in response to a complaint submitted on January 20, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about September 1, 2015. Per the complaint, the borrower(s) Mr*** does not have an escrow account, as he pays his own taxes and insuranceHowever, after checking his loan detail, his account shows an escrow payment of $2,Mr*** would like access online to review his mortgage accountLast, Mr*** reviewed his for and in comparison to his last statement received, the amounts do not match. Due to an inadvertent error, when Mr***’s loan was loaded into Shellpoint’s system, it reflected an escrow accountAs such, on November 10, Shellpoint disbursed the taxes due to San Diego County in the amount of $7,On December 30, Shellpoint requested the county refund the taxes paid, because Mr*** had paid themIn turn, $7,was refunded to Mr***’s accountOn January 11, the corrections were made to show taxes and insurance are the borrower’s responsibly, per the HUD, and the escrow account was removed. Mr***’s principle and interest payment is $5,273.36. Shellpoint began servicing Mr***’s loan September 1, From that date forward, the interest paid to Shellpoint was a total of $9,Prior to that, the loan was serviced by *** Loans Incand he should receive a separate Mortgage Interest Statement (1098) for any interest paid to *** in Enclosed is a copy of the Mortgage Interest statement (1098) from Shellpoint. As of the date of this letter, Shellpoint’s records do not show that Mr*** is locked out of his online accountWe would like to offer the following tips when using Shellpoint’s website www.shellpointmtg.comInternet Explorer is preferable as your main Internet BrowserCheck the Cache and Cookies under your browser’s Internet Settings and clear out those featuresMr. *** ***’s username is (***.***) and his email address is ***.***@gmail.comIf Mr. *** has forgotten his password, he will need to click “Forgot Password” to reset it. Should the issue persist, it is recommended that he call our Customer Service department and we will consult our Information Technology department or help troubleshoot live over the phone. Enclosed is a copy of the Loan Transaction History. Please accept our sincere apologies for any inconvenience experienced regarding these issuesIf you have any further questions, comments, or concerns, please contact Customer Service at ***
*** Sincerely, * *** Shellpoint Mortgage Servicing
Roman">** *** *** *** *** Toll Free Phone***
Greenville, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 24,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** ***, LLC
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted March 13, regarding the above referenced loan. *** *** Financial, LLC (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan, and has been since March 1, 2014.
*** *** stated in the complaint, that Shellpoint calls his home and workplace on the first of each month if his mortgage is not paid. *** *** advised that he informed Shellpoint that he will pay the mortgage by the fifteenth of the month, but he still continues to receive phone calls. *** *** would like Shellpoint to stop calling. *** *** payments are due on the first of each month and late charges may be assessed if a payment is not received by the sixteenth of the monthPer the complaint, Shellpoint has updated *** *** loan to restrict automatic courtesy calls during the loan’s fifteen day grace period. He may still receive manual calls from Shellpoint Customer Service, if/when needed. 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-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Complain ID *** was not resolved.
First in the response from Shellpoint about my payment by phone was inaccurate. I have only paid online, which is stated in my complaint. Also as my complaint explained, Shellpoints/*** online tool for payment retains the bank account information, which I have used repeatedly to make the payments.
I had also asked ShellPoint if there was anything they would report to credit agencies. Shellpoint stated that my payment was made before the days and there was nothing to report
Apparently they lied. Just yesterday a credit report was pulled for myself and wife. My wife's credit score was adversely affected from what they submitted. Yet they didn't submit anything on mine.
This is the type of UNETHICAL practice I was referring. I was waiting to see what underhanded tactic they were going to execute
I would like to know what is my recourse. Do I need to file another complaint with the Revdex.com? That seems to the only way to get a response from Shellpoint Or do I file a complaint with South Carolina and my State's State Attorney General
Thanks,
*** ***
***
Roman">Beattie Place, Suite *** 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
September 19,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Reference Number: ***
Dear Ms***:
This letter is in response to the complaint submitted September 11, regarding the above referenced loan. *** *** *** *** *** c/o *** *** *** ***, ***, dba *** *** (“*** ***”) currently owns the above referenced loan Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, 2014.
Ms*** stated in the complaint that she is the victim of a bankruptcy discharge violation by Shellpoint. She previously requested that Shellpoint stop calling her and she is under no obligation to pay anyone on this discharged debt. Ms*** requested that Shellpoint update her loan with the appropriate status to take it out of the collection queue, so that the phone calls and collection activities on the account will stop.
Shellpoint understands that Ms***’s personal liability was discharged with the Chapter BankruptcyShellpoint is not attempting to collect the debt, as her personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Please note, Shellpoint is within our rights to make contact with Ms*** to determine her intentions with the property. Shellpoint is not demanding payment or attempting to collect the debt from Ms***, but rather seeking to determine how she wishes to proceed regarding the mortgage lien
Per Ms***’s request for no further contact by phone, the loan has been updated as cease. When a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to the customer, including billing monthly statements.
We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Roman">Beattie Place, Suite *** 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 28,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** *** Association
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted August 20, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** Shellpoint *** Servicing (“Shellpoint”) began servicing this loan on April 2, 2014.
Mrs*** stated in the complaint that the above referenced loan was paid off when the ***’s re-financed on May 30, 2014. Shellpoint held the escrow funds until August 20, 2014, but the escrow refund was short by $635.72. Mrs*** requests the remaining $be returned to her.
Shellpoint received a payoff in the amount of $287,on May 30, 2014. Our escrow department advised that two FHA Private *** Insurance (“PMI”) premiums needed to be paid, so the escrow refund was delayed until we could determine exactly how much should actually be refundedUpon receiving several phone calls from Mrs***, Shellpoint sent a refund wire in the amount of $3,Shellpoint held back $in order to pay two monthly PMI premiums, per our escrow department’s advice. After further research, Shellpoint confirmed that no additional premiums are due to the PMI insurance carrier. As of August 28, 2014, a final wire has been sent to the *** in the amount of $
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-***
Sincerely,
** ***
Shellpoint *** Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Yesterday (June 2, 2014), my husband *** ***, received a phone call from *** at ShellpointShe assured my husband that the delinquent school taxes have been paid to date
I spoke with Tax Collector,*** *** (***) today, June 3, She stated she received an email from Shellpoint asking for tax informationShe has not received a phone call from anyone at ShellpointThe email did not give a customer name and she was unable to response to the email due to lack of informationAfter checking her records, our School Taxes are still delinquent in the full amount of $*** *** stated she will contact *** today and bring to their attention our school taxes have still not been paid as of today, despite the information provided by Shellpoint that they have been paid to date
Our school taxes are still delinquent and overdueWe (my husband and me) are asking that Shellpoint stop giving information and just pay our taxes per our mortgage agreement
Regards,
*** ***
** *** ***, Suite ***
1;"> Toll Free Phone 1-***
Greenville, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 2,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** *** ***
Current Owner: *** *** *** ***
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted May 23, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P(“***”) was the servicer of this loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Ms*** stated in the complaint, that the school taxes had not been paid by Shellpoint. She provided a copy of a tax bill from *** *** School District with a statement date of July 1, 2013. The statement showed the tax amount due if paid on August 31, 2013, and the amount due if paid on October 31, 2013. Ms.*** advised that she has contacted Shellpoint over twenty times by phone since February trying to get the taxes paid and has been unable to speak with a Supervisor. Shellpoint began receiving phone calls from Mrand Mrs.*** on February 25, 2014, regarding an overdue tax bill from July 2013. At that time, our records indicated the taxes were paid by the previous servicer and there was nothing past dueHowever, we went ahead and submitted a request to our tax vendor to research any taxes owed on the property. We received information on March 15, that no delinquent taxes were due for the year or prior. Upon receiving additional phone calls from Mrand Mrs.***, we submitted a second research request through our tax vendor. Again, we were advised that there are no delinquent taxes reported on the property as of May 27, 2014. Shellpoint also attempted to contact the tax collector, Ms*** ***, by email and voice mail to confirm no taxes are due. We have not yet received a reply from Ms.*** A Supervisor contacted Mr. *** today, June 2, 2014, to advise the status of the tax inquiry and Mr. *** stated that he would contact the tax collector on June 3, 2014.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
RE: Complaint ID: *** *** *** Property Address: *** *** Avenue, ***, SC 29388
* Shellpoint Mortgage Servicing regulatory*** Regulatory Fax: (*** Enclosures: Note and payment history
"">Reference Number: 0*** *** *** Dear *** ***: This letter is in response to the complaint submitted January 24, 2017, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about May 11, 2016. 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, Ms*** has a Home Equity Line of Credit (“HELOC”) loan and was told when the loan matured, she could continue to make monthly paymentsHowever, when she called to make her payment in December 2016, she was advised that she would need to pay the balance in full or refinance the loanAs a courtesy, Shellpoint gave her a three (3) month extensionFurthermore, she states that she was unable to reach her Single Point of Contact (“SPOC”), even though she called every dayShe is also concerned about credit reporting. Upon receipt of the complaint, Shellpoint’s Compliance department attempted to contact Ms. *** on January 25, 2017; however, we were unable to reach herWe are here to take her calls during the hours listed aboveShe may also request a specific date and time she would prefer we call her. Please be advised, Ms***’s SPOC, Denis C***, attempted to contact her multiple times throughout the months of December and January and was unable to reach her until Ms*** called Shellpoint on January 18, 2017. According to page one (1) of the Note (enclosed), which was signed by Ms*** on November 7, 2006, paragraph two (2) states: *** “On December 1, (the “Maturity Date”), you must pay the entire outstanding balance on your HELOC account, including Advances, accrued finance charges, and other fees and charges.” Shellpoint has extended the maturity date of Ms***’s loan to March 1, 2017, as a courtesy. At that time, she will need to pay the loan in full or refinance. Regarding credit reporting, Shellpoint reports loans to the four major Consumer Reporting Agencies (“CRA’s”) utilizing the required Metroformat and in compliance with the Fair Credit Reporting Act (“FCRA”)Per the FCRA, Shellpoint must report true and accurate information regarding the loanShellpoint has confirmed that we have reported this loan accurately, in accordance with the FCRA. You have the right to request documentation supporting our determination that no error has occurredEnclosed is a copy of the Note and payment history. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. Sincerely, LF