** *** Place, Suite ***
Toll Free Phone 1-***
*** SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
April 10,
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 *** ***
This letter is in response to the complaint submitted March 29, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** *** *** *** ***, (“***”) was the servicer of the *** *** loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
*** *** stated in the complaint, that Shellpoint is claiming that he does not have insurance coverage, yet he has faxed the proof of insurance three timesShellpoint informed him that we would purchase insurance for him and will add the cost to his loanHowever, Customer Service has told him that the necessary documents have been received. *** *** would like Shellpoint to stop sending notices regarding lender placed insurance and confirm that we have the requested proof of insurance.
Upon receipt of this complaint, Shellpoint contacted *** *** on April 8, to confirm the insurance policy that is currently in effect*** *** advised that the policy number beginning with *** is the current policy. Shellpoint has the required proof of insurance from *** *** and we have cancelled the lender placed insurance process. Since *** *** paid the above referenced policy out of his own pocket, Shellpoint is conducting an escrow analysis and will send *** *** a check for the surplus in his escrow account, if over $50.00. 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
** *** Place, 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
April 8,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: Bank of *** *** as Trustee for *** ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the compliant submitted March 19, regarding the above referenced loan Bank of *** *** as Trustee for *** *** ***”) currently owns the loan number ending in *** *** *** ***, L.P., (“***”) was the servicer of the *** loan beginning June 21, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had already received the complaint directly from *** *** on August 21, and October 9, 2013, and we responded on October 14, 2013. We also received a similar complaint from the California Department of Business Oversight on November 22, and responded on December 3, 2013. Enclosed are copies of all of our previous responses, along with copies of the payment history, the Deed of Trust showing the lender’s right to escrow, and letters from *** ** *** N.A., (“***”), when they had to pay delinquent taxes on the property and force place insuranceAlso enclosed are copies of the Notices of Servicing Transfer from*** and ***, advising *** *** about the loan transfer effective June 21, 2013.
This loan was transferred to *** with a late charge balance of $506.59. Late charges have continued to accumulate as *** *** remains two months behind in payments. Shellpoint will not change the credit reporting on this loan, as it reflects *** *** pay history correctlyThe loan is past due and has been since March 1,
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
** *** ***, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 9,
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 rebuttal submitted June 4, 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.
Prior to receipt of this rebuttal, Shellpoint attempted to contact the tax collector, *** ***, directly by email and voice mail to confirm the status of the taxes. Shellpoint received an email response from *** *** on June 3, 2014, stating that the school tax installment was still owed for the discounted amount of $3,138.85, plus $for penalties and a duplicate bill fee. Shellpoint requested checks in the amount of $3,from the escrow account, plus $from Shellpoint’s operating account, and they were sent overnight to the tax collector via UPS tracking number ***Shellpoint is working with our tax vendor to prevent a similar occurrence in the future and we 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
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
June 23,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxxxxxx***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted June 16, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in***. *** *** Services, L.P., (“***”) was the servicer of the *** *** loan beginning September 12, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
*** *** stated in the rebuttal, that Shellpoint’s response to his original complaint is not acceptable as it does not compensate for previous issues or define clear corrective steps to prevent future issues. *** *** states that he 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.
As Shellpoint stated in our previous response, we have added posting instructions to *** *** loan to prevent future issues in posting additional funds to principalUpon receipt of the first complaint submitted June 2, 2014, Shellpoint listened to the recording of our phone call with *** *** on April 10, He agreed to make the payment with a representative over the phone after being advised of the $convenience feeFor this reason, Shellpoint maintains that there is no compensation due
If you have any further questions, comments or concerns, please contact me at 1-800-365-
Sincerely,
** ***
Shellpoint Mortgage Servicing
** *** Place, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 9,
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 rebuttal submitted June 4, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P., (“***”) was the servicer of the *** *** loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Ms*** stated in the rebuttal, that she is rejecting Shellpoint’s offer and attached the declarations page for her Homeowner’s Insurance (“HOI”) Policy, the premium notice for the HOI, the latest bills for Township and School taxes and the Settlement Statement from the loan closing. The Settlement Statement shows the loan should be escrowed for HOI, Flood Insurance, City (or Township), and County and School taxes. Ms*** states that these documents prove the veracity of her position. Shellpoint is unable to determine what Ms*** is rejecting or what she is attempting to communicate with the documents attached with her rebuttalShellpoint is escrowing the loan for HOI, Township, County and School Taxes. As stated in our previous response, Shellpoint has reviewed the Standard Flood Hazard Determination Form received May 1, 2014, showing the property is located in Flood Zone X. Per FEMA, flood insurance is no longer required and Shellpoint has cancelled the existing lender placed policy. The loan was reanalyzed without the yearly flood insurance premium and the monthly payment has been reduced from $2,to $2,628.21, effective with the payment due June 1, 2014. Upon receipt of the insurance refund, Shellpoint will reimburse Ms***’s escrow account and another analysis will be performedMs*** will be provided with the new payment amount shortly thereafter. As of the date of this communication, Shellpoint has not received the flood insurance refund.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
there are some $ back taxes still need to be paid and sold to a third party, I have email them all the info, they have not answer me as of yet. I just want to know if they are going to pay these back taxes or I have to pay for it, I can not get a sample answer from these people
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.
The issue at hand was not about the loan modification, it was about the fraudulent $charge that I wasn't told about and that I never authorizedHow can this business simply charge a fee without telling the homeowner about it? That is unethical and a very shady business practice and I will be filling a complaint with the Attorney General in my state
Regards,
*** *** ***
Roman">** *** Place, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
July 3,
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 June 26, regarding the above referenced loans. *** *** *** Association (“*** ***”) currently owns the loan numbers ending in *** & ***. *** *** Services, L.P(“***”) was the servicer of the *** *** loans beginning October 3, and November 26, 2013, respectively. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Ms*** *** stated in the complaint, that she does not receive a monthly statement and she has called the customer service number every month for the past six months requesting them. She wishes to receive a monthly statement for each mortgage and she would like to receive them early enough so that payments can be made on time.
According to our records, *** mailed monthly billing statements to the *** *** beginning in the month of October for loan reference number ***, and in November 27, for loan reference number *** (enclosed). Due to an inadvertent error during a phone call received on April 21, 2014, the loans were updated to not receive monthly billing statements. As of June 26, 2014, the issue was corrected and the loans were updated to begin receiving billing statements again. The first statements are scheduled to mail on or about July 3, 2014. Future statements will be mailed on the billing dates, which is the 10th of the month. 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
RE: Complaint ID: *** *** *** Reference Number: *** Verdana;">Dear *** ***: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 1, On May 13, 2016, servicing of the loan was transferred to *** Trust Company, *** (“***”). 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. Upon review of the complaint, Shellpoint contacted Mr*** August 23, and informed him of the outcome of the complaint. Per the complaint, Mr*** states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loanAlthough the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the *** County Tax Collector for Mr***’s property taxes in a timely manner on March 29, Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the *** County Tax Collector’s OfficeIt was not until Shellpoint received Mr***’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr***’s loan, we are unable to pay the property taxes and penaltiesAs the last servicer of record, *** will need to pay the penalties, and Shellpoint will reimburse ***. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. *** Sincerely, ** *** Shellpoint Mortgage Servicing ***@shellpointmtg.com Regulatory Fax: (***
Beattie Place, Suite ***
1;"> Toll Free Phone 1-800-365-7107
Greenville, SC 29601 Toll Free Fax 1-866-467-1137
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 26,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxx***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted June 21, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan April 2, 2014.
*** *** stated in the complaint, that Shellpoint allowed the flood insurance policy to lapse on her home since May 17, and after fifteen requests, they refuse to pay the policy. *** *** requested that Shellpoint pay the policy, for which they collect escrow funds.
By way of background, Shellpoint began servicing the above referenced loan on April 2, 2014. According to the previous servicer, a disbursement was issued on March 26, to pay the Flood Insurance Premium due May 1, 2014. Upon receiving calls from *** *** and her insurance agent, on June 13, 2014, our Insurance Department began researching the payment that was issued by the previous servicer and discovered the payment was never sent. Shellpoint reimbursed *** *** escrow account and issued a new payment on June 20, 2014, in the amount of $464.00. The payment was overnighted to *** Insurance Corporation via UPS. Tracking information shows the payment was received 9:AM on June 23, 2014. Shellpoint confirmed that the payment was posted and the flood policy is in forceWe 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
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. The response still does not answer or solve the issue previously stated in the original requestNoted
that there has been an apology but no closure as to the timing of the CEMA which has been on going for over months.
Regards,*** ***
%
Reference Number: ***
Dear Ms***:
"">This letter is in response to the complaint submitted March 19, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of *** *** *** Mortgage Corporation. Ms*** stated in the complaint, I started contact Shellpoint in February to discuss my options for a short saleI had difficulty contacting my account representative, and when he finally contacted me he was extremely rudeMy account representative needs to be held accountable and my complaint needs to be made aware. Shellpoint sincerely regrets any inconvenience Ms*** has experienced while communicating with its office, as Shellpoint strives to provide excellent service to all of its customersPlease know that we will research the concerns and conversations raised in Mr***’s complaint and handle that matter accordingly. On March 25, 2015, Shellpoint received Ms***’s financial documentation as part of her pursuit of assistanceIn response, Ms***’s account representative spoke with her on March 26, 2015, and confirmed the receipt of her documentationOnce an offer for purchase has been made on the subject property, Shellpoint will review the offer and advise if it will be accepted. We are committed to assisting homeowners with a variety of loss mitigation optionsAlthough Ms*** has requested a short sale, if she is experiencing financial hardship or anticipates imminent hardship, Shellpoint is able to evaluate her eligibility for a loan modificationIf Ms*** wishes to pursue a loan modification, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (*** *** for further assistance. If you have any further questions, comments or concerns, please contact me at (*** ***. Sincerely, ** *** Shellpoint Mortgage Servicing Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector. If this debt has been discharged in a bankruptcy without a valid reaffirmation, please understand that Shellpoint is not attempting to collect the debt from you personally, but is rather seeking to protect the creditor’s rights in the associated collateralPlease disregard any contrary provisions contained in this letter and interpret this communication accordingly. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and nine months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies
This letter is in response to the complaint submitted September 14, regarding the servicing of the mortgage loan for the above
referenced property*** *** *** Association, as Trustee for *** ** *** ** Trust currently owns the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mrs*** believes that Shellpoint is erroneously reporting the loan to the consumer reporting agenciesMrs*** advises the loan was discharged through a bankruptcy while being serviced by the previous servicerAs such, Mrs*** requests Shellpoint cease reporting the loan to the consumer reporting agenciesIn addition, Mrs*** requests Shellpoint cease contact, including relatives. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 BankruptcyTherefore, Shellpoint is not attempting to collect the debt from the ***’s, as their 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 above referenced property. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s)Shellpoint was reporting this loan accurately, as discharged through Chapter bankruptcyHowever, in March 2015, the owner of the loan requested that Shellpoint cease reporting the loan and delete the tradeline completelyShellpoint submitted a delete request to the CRA’s at that time and has not submitted any further information regarding this loan to the CRA’s since then. Upon receipt of this complaint, Shellpoint inquired with the CRA’s and determined that TransUnion and Experian did not process our delete requestAs of the date of this letter, *** Shellpoint has submitted an “out-of-cycle” request to TransUnion and Experian to delete the Shellpoint tradelineThe request was submitted via an Automated Universal Dataform (“AUD”), control # ***Please allow 2-days for the CRA’s to process our request. Please know that Shellpoint takes its customer service obligations very seriously and the ***’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
Unfortunately, my husband had some intermittent lay offs with his job which caused us to fall behind on our mortgageWe worked to nearly have it caught up when lay offs started all over againAt this time, we decided to file for loss mitigation review in order to catch up what we're behindWe submitted all requested forms and documentsI called to check on the status of our review and was told it was with underwritingThey stated they had everything they neededHowever, we received a letter the same day saying they were denying it because they didn't receive all supporting documentsIt turns out they thought he was missing pay stubs, but we had explained the weeks there were no pay stubs was because he was laid off those weeksProof of unemployment income was submittedSo they had everything they needed, but can't seem to read properlyThey just want to keep burying us in paperwork over and over againMy husband also has taken on a second job at this time to help catch things upWe told this to our account manager, who is our main point of contact, and he advised NOT to report this incomeIf the loss mitigation is contingent upon all countable income, then why advise us to not send it in? I have advised them and attempted to file a complaint with the company to no availAt this point, I am filing complaints with places like the Revdex.com and Iowa Attorney GeneralI will contact HUD/USDA next if I need toThis is not fair to people who are honestly struggling, cooperating with the mortgage company, and still trying to make payments in the process
** *** Place, Suite ***
1;"> Toll Free Phone 1***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 12,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** *** ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted June 4, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Upon receipt of this complaint, we reviewed the account history and determined that we received a similar compliant directly from *** *** on June 4, and we responded to him with a letter dated June 9, 2014. Enclosed please find a copy of the letter submitted to *** *** on June 9, 2014.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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 15,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxxxxx***
Reference Number: ***
Dear Ms***
This letter is in response to the rebuttal submitted July 14, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in *** *** Services, L.P(“***”) was the servicer of the *** *** loan beginning October 1, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Mr. *** stated in the complaint, that he has been trying to remove the mortgage insurance from his loan due to increases in value and completed upgrades since December 2013. Mr. *** advised that he was provided with a vague denial letter in April of Mr. *** would like the $25,he put into improvements included in the valuation. He paid for an appraisal and he wants an appraisal doneHe has also demanded that the PMI be removed from his loan and a full appraisal be completed to prove the higher values.
Mr. *** was charged for an interior and external Broker Price Opinion Appraisal (“BPO”) at the cost of $125.00. The BPO estimated the value of Mr. *** property at $425,000.00. Based on the value of $425,and the current principal balance of $355,099.11, the current Loan to Value (“LTV”) ratio is 83.5527%. The LTV must be at 80% or lower in order for Shellpoint to be able to remove the Private Mortgage Insurance (“PMI”) from the loan. Mr.*** called our office on July 11, regarding the PMI cancellation and the above information was explained to him at that time.
A full appraisal may cost between $and $500.00. Unfortunately, improvements to the home do not often increase the value of the property unless there is an increase in square footage. If Mr.*** would like to proceed with the full appraisal at his own expense of $to $500.00, he should send us a written authorization:
Shellpoint Mortgage Servicing
Attn: Disputes
P.OBox
Greenville, SC
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
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 11,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID***, *** ***
Current Owner: *** Street, LLC
Loan Number: xxxxxx***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted July 3, regarding the above referenced loan. *** Street, LLC (“*** Street”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of the *** Street loan beginning August 3, 2007. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Ms*** stated in the rebuttal, that Shellpoint did not explain why it took so long to refund her overpayment and why it took three weeks to cash the check she sent. No one informed her that the loan was short by $during any of the phone calls she made. The last statement on her loan stated she could pay the original payment, or the payoff payment which was $157.46. She received the refund of $and believes she is still owed the difference of $because she has no idea where the $came from and received nothing informing her that she owed it.
The statement was mailed to the ***’s on or about February 12, 2014, showing the Total Amount Due by March 4, was $The statement also showed the outstanding principal balance of the loan at that time was $Please note, the principal balance is not the same as the amount required to pay off the loan. The principal balance does not include interest, fees, debits or unapplied credits, if applicableMr*** called Shellpoint on March 14, to confirm the check he sent at the end of February had been received. We advised that we were not yet in receipt of the paymentMr*** inquired what he should do to avoid making a late payment and we advised that he could call back the following day to check the status again, or he could make another paymentMr*** transferred the call to Mrs*** and she decided to make another payment by our automated phone system after confirming that they could expect a refund for any overpayment made on the loanAfter reviewing the recorded phone calls with the ***s, we never discussed the total amount due to pay off the loan, the payment amount, or a refund amount. Shellpoint received a phone payment on March 14, 2014, in the amount of $and posted it to the payment due on March 1, 2014. The total amount due to pay off the loan at that time was $158.85. After posting the payment of $to the loan, the remaining principal balance on the loan was $1.38. Shellpoint received a call from Mr*** on March 19, 2014, at which time he stated that he made a duplicate payment to Shellpoint and the two payments cleared his bank account on March 17, and March 18, We confirmed two payments posted to the loan and she advised that she would send a request to our accounting department to close out the loan and issue a refund for the overpayment. Again, no details were discussed relating to the amount of the refund. The statement dated March 20, showed a $credit on the account as well as an outstanding principal balance of $1.38. On March 20, 2014, Shellpoint posted the $credit as a payoff to the principal balance of $and interest in the amount of $A refund for the resulting overpayment of $was requested and disbursed to the ***’s on June 23, 2014, check number ***. Shellpoint cannot advise why the payment Mrs*** issued in February was not received by Shellpoint until March 20, Shellpoint posted the payment the date it was received. Our automated process did not identify the overpayment on this loan after Mrs*** paid it off, which resulted in the delay in issuing the refundWe would like to apologize for any inconvenience experienced regarding this issue
Enclosed are copies of the February and March monthly statements mentioned above.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
Beattie Place, Suite ***
1;"> Toll Free Phone 1-800-365-7107
Greenville, SC 29601 Toll Free Fax 1-866-467-1137
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
September 3,
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 27, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P(“***”) was the servicer of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets
Mr*** stated in the complaint that he called Shellpoint multiple times over the past few weeks to get his homeowner’s insurance policy paid out of escrow. As of the date of the complaint, the payment had still not been received by the insurance company. Mr*** requested Shellpoint pay the bill immediately and cancel the escrow.
By way of background, *** began servicing this loan on October 1, 2013. Unfortunately, the previous servicer did not notify Mr***’ insurance company of the change in servicing when the loan was transferred to *** in October 2013. As a result, the insurance company did not send renewal information to ***, or Shellpoint, when the policy was due. On July 29, 2014, Shellpoint received a phone call from Mr***, who advised that he received a cancellation notice from his insurance company. Our agent requested the insurance documents so that we could pay the insurance premium due. Shellpoint received the Declarations page for the policy on July 30, and it was forwarded to our insurance department. A request for payment was submitted to our insurance vendor on August 13, 2014. Due to an inadvertent error, the request was sent to the wrong email address and the payment was not processed. Shellpoint submitted a second request for payment on August 26, 2014, which was processed September 3, 2014. We would like to apologize for any inconvenience experienced regarding this issue
This loan originated with an escrow account and the previous mortgage servicer was paying the property taxes and homeowners insurance from the escrow accountShellpoint’s corporate policy is that we do not change an escrow loan to a non-escrow loanIn order to protect *** *** interest in the property, Shellpoint will continue to pay the escrow items and will not remove the escrow account.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
** *** Place, 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
March 24,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** *** ***
Current Owner: *** *** Loan Mortgage Corporation
Loan Number:***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted March 13, regarding the above referenced loan. *** *** Loan Mortgage Corporation (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan, and has been since March 1, 2014.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had received the complaint directly from *** *** on March 11, 2014. We responded to *** *** directly on March 18, 2014. Enclosed is a copy of the response
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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.
They are still charging my debit account for the PMI that they said was discontinuedI called and
filed another verbal complaint with them on 1/8/2015.Until they refund my monies incorrectly charged to my debit account and the payment statements reflect NO PMI, this case is NOT resolved
Regards,*** ***
** *** Place, Suite ***
Toll Free Phone 1-***
*** SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
April 10,
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 *** ***
This letter is in response to the complaint submitted March 29, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** *** *** *** ***, (“***”) was the servicer of the *** *** loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
*** *** stated in the complaint, that Shellpoint is claiming that he does not have insurance coverage, yet he has faxed the proof of insurance three timesShellpoint informed him that we would purchase insurance for him and will add the cost to his loanHowever, Customer Service has told him that the necessary documents have been received. *** *** would like Shellpoint to stop sending notices regarding lender placed insurance and confirm that we have the requested proof of insurance.
Upon receipt of this complaint, Shellpoint contacted *** *** on April 8, to confirm the insurance policy that is currently in effect*** *** advised that the policy number beginning with *** is the current policy. Shellpoint has the required proof of insurance from *** *** and we have cancelled the lender placed insurance process. Since *** *** paid the above referenced policy out of his own pocket, Shellpoint is conducting an escrow analysis and will send *** *** a check for the surplus in his escrow account, if over $50.00. 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
** *** Place, 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
April 8,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: Bank of *** *** as Trustee for *** ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the compliant submitted March 19, regarding the above referenced loan Bank of *** *** as Trustee for *** *** ***”) currently owns the loan number ending in *** *** *** ***, L.P., (“***”) was the servicer of the *** loan beginning June 21, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had already received the complaint directly from *** *** on August 21, and October 9, 2013, and we responded on October 14, 2013. We also received a similar complaint from the California Department of Business Oversight on November 22, and responded on December 3, 2013. Enclosed are copies of all of our previous responses, along with copies of the payment history, the Deed of Trust showing the lender’s right to escrow, and letters from *** ** *** N.A., (“***”), when they had to pay delinquent taxes on the property and force place insuranceAlso enclosed are copies of the Notices of Servicing Transfer from*** and ***, advising *** *** about the loan transfer effective June 21, 2013.
This loan was transferred to *** with a late charge balance of $506.59. Late charges have continued to accumulate as *** *** remains two months behind in payments. Shellpoint will not change the credit reporting on this loan, as it reflects *** *** pay history correctlyThe loan is past due and has been since March 1,
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
** *** ***, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 9,
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 rebuttal submitted June 4, 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.
Prior to receipt of this rebuttal, Shellpoint attempted to contact the tax collector, *** ***, directly by email and voice mail to confirm the status of the taxes. Shellpoint received an email response from *** *** on June 3, 2014, stating that the school tax installment was still owed for the discounted amount of $3,138.85, plus $for penalties and a duplicate bill fee. Shellpoint requested checks in the amount of $3,from the escrow account, plus $from Shellpoint’s operating account, and they were sent overnight to the tax collector via UPS tracking number ***Shellpoint is working with our tax vendor to prevent a similar occurrence in the future and we 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
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
June 23,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxxxxxx***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted June 16, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in***. *** *** Services, L.P., (“***”) was the servicer of the *** *** loan beginning September 12, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
*** *** stated in the rebuttal, that Shellpoint’s response to his original complaint is not acceptable as it does not compensate for previous issues or define clear corrective steps to prevent future issues. *** *** states that he 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.
As Shellpoint stated in our previous response, we have added posting instructions to *** *** loan to prevent future issues in posting additional funds to principalUpon receipt of the first complaint submitted June 2, 2014, Shellpoint listened to the recording of our phone call with *** *** on April 10, He agreed to make the payment with a representative over the phone after being advised of the $convenience feeFor this reason, Shellpoint maintains that there is no compensation due
If you have any further questions, comments or concerns, please contact me at 1-800-365-
Sincerely,
** ***
Shellpoint Mortgage Servicing
** *** Place, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 9,
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 rebuttal submitted June 4, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P., (“***”) was the servicer of the *** *** loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Ms*** stated in the rebuttal, that she is rejecting Shellpoint’s offer and attached the declarations page for her Homeowner’s Insurance (“HOI”) Policy, the premium notice for the HOI, the latest bills for Township and School taxes and the Settlement Statement from the loan closing. The Settlement Statement shows the loan should be escrowed for HOI, Flood Insurance, City (or Township), and County and School taxes. Ms*** states that these documents prove the veracity of her position. Shellpoint is unable to determine what Ms*** is rejecting or what she is attempting to communicate with the documents attached with her rebuttalShellpoint is escrowing the loan for HOI, Township, County and School Taxes. As stated in our previous response, Shellpoint has reviewed the Standard Flood Hazard Determination Form received May 1, 2014, showing the property is located in Flood Zone X. Per FEMA, flood insurance is no longer required and Shellpoint has cancelled the existing lender placed policy. The loan was reanalyzed without the yearly flood insurance premium and the monthly payment has been reduced from $2,to $2,628.21, effective with the payment due June 1, 2014. Upon receipt of the insurance refund, Shellpoint will reimburse Ms***’s escrow account and another analysis will be performedMs*** will be provided with the new payment amount shortly thereafter. As of the date of this communication, Shellpoint has not received the flood insurance refund.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
there are some $ back taxes still need to be paid and sold to a third party, I have email them all the info, they have not answer me as of yet. I just want to know if they are going to pay these back taxes or I have to pay for it, I can not get a sample answer from these people
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.
The issue at hand was not about the loan modification, it was about the fraudulent $charge that I wasn't told about and that I never authorizedHow can this business simply charge a fee without telling the homeowner about it? That is unethical and a very shady business practice and I will be filling a complaint with the Attorney General in my state
Regards,
*** *** ***
Roman">** *** Place, Suite *** Toll Free Phone 1-***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
July 3,
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 June 26, regarding the above referenced loans. *** *** *** Association (“*** ***”) currently owns the loan numbers ending in *** & ***. *** *** Services, L.P(“***”) was the servicer of the *** *** loans beginning October 3, and November 26, 2013, respectively. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Ms*** *** stated in the complaint, that she does not receive a monthly statement and she has called the customer service number every month for the past six months requesting them. She wishes to receive a monthly statement for each mortgage and she would like to receive them early enough so that payments can be made on time.
According to our records, *** mailed monthly billing statements to the *** *** beginning in the month of October for loan reference number ***, and in November 27, for loan reference number *** (enclosed). Due to an inadvertent error during a phone call received on April 21, 2014, the loans were updated to not receive monthly billing statements. As of June 26, 2014, the issue was corrected and the loans were updated to begin receiving billing statements again. The first statements are scheduled to mail on or about July 3, 2014. Future statements will be mailed on the billing dates, which is the 10th of the month. 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
RE: Complaint ID: *** *** *** Reference Number: *** Verdana;">Dear *** ***: This letter is in response to the complaint submitted August 16, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 1, On May 13, 2016, servicing of the loan was transferred to *** Trust Company, *** (“***”). 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. Upon review of the complaint, Shellpoint contacted Mr*** August 23, and informed him of the outcome of the complaint. Per the complaint, Mr*** states Shellpoint was delinquent in paying the taxes on his property while we were servicing the loanAlthough the taxes have since been paid, he wants Shellpoint to pay the penalty fees. By way of background, payment was issued to the *** County Tax Collector for Mr***’s property taxes in a timely manner on March 29, Due to an error in the information referenced on the check, the payment was returned to our tax vendor by the *** County Tax Collector’s OfficeIt was not until Shellpoint received Mr***’s complaint we knew anything was amiss. Since Shellpoint no longer services Mr***’s loan, we are unable to pay the property taxes and penaltiesAs the last servicer of record, *** will need to pay the penalties, and Shellpoint will reimburse ***. We would like to apologize for any inconvenience regarding this issueIf you have any further questions, comments, or concerns, please contact me at ***. *** Sincerely, ** *** Shellpoint Mortgage Servicing ***@shellpointmtg.com Regulatory Fax: (***
Beattie Place, Suite ***
1;"> Toll Free Phone 1-800-365-7107
Greenville, SC 29601 Toll Free Fax 1-866-467-1137
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 26,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxx***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted June 21, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan April 2, 2014.
*** *** stated in the complaint, that Shellpoint allowed the flood insurance policy to lapse on her home since May 17, and after fifteen requests, they refuse to pay the policy. *** *** requested that Shellpoint pay the policy, for which they collect escrow funds.
By way of background, Shellpoint began servicing the above referenced loan on April 2, 2014. According to the previous servicer, a disbursement was issued on March 26, to pay the Flood Insurance Premium due May 1, 2014. Upon receiving calls from *** *** and her insurance agent, on June 13, 2014, our Insurance Department began researching the payment that was issued by the previous servicer and discovered the payment was never sent. Shellpoint reimbursed *** *** escrow account and issued a new payment on June 20, 2014, in the amount of $464.00. The payment was overnighted to *** Insurance Corporation via UPS. Tracking information shows the payment was received 9:AM on June 23, 2014. Shellpoint confirmed that the payment was posted and the flood policy is in forceWe 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
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. The response still does not answer or solve the issue previously stated in the original requestNoted
that there has been an apology but no closure as to the timing of the CEMA which has been on going for over months.
Regards,*** ***
%
Reference Number: ***
Dear Ms***:
"">This letter is in response to the complaint submitted March 19, to Shellpoint Mortgage Servicing (“Shellpoint”)Effective March 1, 2014, Shellpoint began servicing the loan on the behalf of *** *** *** Mortgage Corporation. Ms*** stated in the complaint, I started contact Shellpoint in February to discuss my options for a short saleI had difficulty contacting my account representative, and when he finally contacted me he was extremely rudeMy account representative needs to be held accountable and my complaint needs to be made aware. Shellpoint sincerely regrets any inconvenience Ms*** has experienced while communicating with its office, as Shellpoint strives to provide excellent service to all of its customersPlease know that we will research the concerns and conversations raised in Mr***’s complaint and handle that matter accordingly. On March 25, 2015, Shellpoint received Ms***’s financial documentation as part of her pursuit of assistanceIn response, Ms***’s account representative spoke with her on March 26, 2015, and confirmed the receipt of her documentationOnce an offer for purchase has been made on the subject property, Shellpoint will review the offer and advise if it will be accepted. We are committed to assisting homeowners with a variety of loss mitigation optionsAlthough Ms*** has requested a short sale, if she is experiencing financial hardship or anticipates imminent hardship, Shellpoint is able to evaluate her eligibility for a loan modificationIf Ms*** wishes to pursue a loan modification, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (*** *** for further assistance. If you have any further questions, comments or concerns, please contact me at (*** ***. Sincerely, ** *** Shellpoint Mortgage Servicing Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purposeThis communication is from a debt collector. If this debt has been discharged in a bankruptcy without a valid reaffirmation, please understand that Shellpoint is not attempting to collect the debt from you personally, but is rather seeking to protect the creditor’s rights in the associated collateralPlease disregard any contrary provisions contained in this letter and interpret this communication accordingly. Attention Servicemembers and Dependents: The federal Servicemembers Civil Relief Act and certain state laws provide important protections for you, including interest rate protections and prohibiting foreclosure under most circumstances during and nine months after the servicemember’s military or other serviceCounseling for covered servicemembers is available from Military OneSource and the United States Armed Forces Legal Assistance or other similar agencies
This letter is in response to the complaint submitted September 14, regarding the servicing of the mortgage loan for the above
referenced property*** *** *** Association, as Trustee for *** ** *** ** Trust currently owns the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mrs*** believes that Shellpoint is erroneously reporting the loan to the consumer reporting agenciesMrs*** advises the loan was discharged through a bankruptcy while being serviced by the previous servicerAs such, Mrs*** requests Shellpoint cease reporting the loan to the consumer reporting agenciesIn addition, Mrs*** requests Shellpoint cease contact, including relatives. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 BankruptcyTherefore, Shellpoint is not attempting to collect the debt from the ***’s, as their 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 above referenced property. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s)Shellpoint was reporting this loan accurately, as discharged through Chapter bankruptcyHowever, in March 2015, the owner of the loan requested that Shellpoint cease reporting the loan and delete the tradeline completelyShellpoint submitted a delete request to the CRA’s at that time and has not submitted any further information regarding this loan to the CRA’s since then. Upon receipt of this complaint, Shellpoint inquired with the CRA’s and determined that TransUnion and Experian did not process our delete requestAs of the date of this letter, *** Shellpoint has submitted an “out-of-cycle” request to TransUnion and Experian to delete the Shellpoint tradelineThe request was submitted via an Automated Universal Dataform (“AUD”), control # ***Please allow 2-days for the CRA’s to process our request. Please know that Shellpoint takes its customer service obligations very seriously and the ***’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
Unfortunately, my husband had some intermittent lay offs with his job which caused us to fall behind on our mortgageWe worked to nearly have it caught up when lay offs started all over againAt this time, we decided to file for loss mitigation review in order to catch up what we're behindWe submitted all requested forms and documentsI called to check on the status of our review and was told it was with underwritingThey stated they had everything they neededHowever, we received a letter the same day saying they were denying it because they didn't receive all supporting documentsIt turns out they thought he was missing pay stubs, but we had explained the weeks there were no pay stubs was because he was laid off those weeksProof of unemployment income was submittedSo they had everything they needed, but can't seem to read properlyThey just want to keep burying us in paperwork over and over againMy husband also has taken on a second job at this time to help catch things upWe told this to our account manager, who is our main point of contact, and he advised NOT to report this incomeIf the loss mitigation is contingent upon all countable income, then why advise us to not send it in? I have advised them and attempted to file a complaint with the company to no availAt this point, I am filing complaints with places like the Revdex.com and Iowa Attorney GeneralI will contact HUD/USDA next if I need toThis is not fair to people who are honestly struggling, cooperating with the mortgage company, and still trying to make payments in the process
** *** Place, Suite ***
1;"> Toll Free Phone 1***
***, SC 29601 Toll Free Fax 1-***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
June 12,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** *** ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted June 4, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets.
Upon receipt of this complaint, we reviewed the account history and determined that we received a similar compliant directly from *** *** on June 4, and we responded to him with a letter dated June 9, 2014. Enclosed please find a copy of the letter submitted to *** *** on June 9, 2014.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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 15,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Mortgage Association
Loan Number: xxxxxx***
Reference Number: ***
Dear Ms***
This letter is in response to the rebuttal submitted July 14, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) currently owns the loan number ending in *** *** Services, L.P(“***”) was the servicer of the *** *** loan beginning October 1, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Mr. *** stated in the complaint, that he has been trying to remove the mortgage insurance from his loan due to increases in value and completed upgrades since December 2013. Mr. *** advised that he was provided with a vague denial letter in April of Mr. *** would like the $25,he put into improvements included in the valuation. He paid for an appraisal and he wants an appraisal doneHe has also demanded that the PMI be removed from his loan and a full appraisal be completed to prove the higher values.
Mr. *** was charged for an interior and external Broker Price Opinion Appraisal (“BPO”) at the cost of $125.00. The BPO estimated the value of Mr. *** property at $425,000.00. Based on the value of $425,and the current principal balance of $355,099.11, the current Loan to Value (“LTV”) ratio is 83.5527%. The LTV must be at 80% or lower in order for Shellpoint to be able to remove the Private Mortgage Insurance (“PMI”) from the loan. Mr.*** called our office on July 11, regarding the PMI cancellation and the above information was explained to him at that time.
A full appraisal may cost between $and $500.00. Unfortunately, improvements to the home do not often increase the value of the property unless there is an increase in square footage. If Mr.*** would like to proceed with the full appraisal at his own expense of $to $500.00, he should send us a written authorization:
Shellpoint Mortgage Servicing
Attn: Disputes
P.OBox
Greenville, SC
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
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 11,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID***, *** ***
Current Owner: *** Street, LLC
Loan Number: xxxxxx***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted July 3, regarding the above referenced loan. *** Street, LLC (“*** Street”) currently owns the loan number ending in ***. *** *** Services, L.P(“***”) was the servicer of the *** Street loan beginning August 3, 2007. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of *** mortgage servicing assets.
Ms*** stated in the rebuttal, that Shellpoint did not explain why it took so long to refund her overpayment and why it took three weeks to cash the check she sent. No one informed her that the loan was short by $during any of the phone calls she made. The last statement on her loan stated she could pay the original payment, or the payoff payment which was $157.46. She received the refund of $and believes she is still owed the difference of $because she has no idea where the $came from and received nothing informing her that she owed it.
The statement was mailed to the ***’s on or about February 12, 2014, showing the Total Amount Due by March 4, was $The statement also showed the outstanding principal balance of the loan at that time was $Please note, the principal balance is not the same as the amount required to pay off the loan. The principal balance does not include interest, fees, debits or unapplied credits, if applicableMr*** called Shellpoint on March 14, to confirm the check he sent at the end of February had been received. We advised that we were not yet in receipt of the paymentMr*** inquired what he should do to avoid making a late payment and we advised that he could call back the following day to check the status again, or he could make another paymentMr*** transferred the call to Mrs*** and she decided to make another payment by our automated phone system after confirming that they could expect a refund for any overpayment made on the loanAfter reviewing the recorded phone calls with the ***s, we never discussed the total amount due to pay off the loan, the payment amount, or a refund amount. Shellpoint received a phone payment on March 14, 2014, in the amount of $and posted it to the payment due on March 1, 2014. The total amount due to pay off the loan at that time was $158.85. After posting the payment of $to the loan, the remaining principal balance on the loan was $1.38. Shellpoint received a call from Mr*** on March 19, 2014, at which time he stated that he made a duplicate payment to Shellpoint and the two payments cleared his bank account on March 17, and March 18, We confirmed two payments posted to the loan and she advised that she would send a request to our accounting department to close out the loan and issue a refund for the overpayment. Again, no details were discussed relating to the amount of the refund. The statement dated March 20, showed a $credit on the account as well as an outstanding principal balance of $1.38. On March 20, 2014, Shellpoint posted the $credit as a payoff to the principal balance of $and interest in the amount of $A refund for the resulting overpayment of $was requested and disbursed to the ***’s on June 23, 2014, check number ***. Shellpoint cannot advise why the payment Mrs*** issued in February was not received by Shellpoint until March 20, Shellpoint posted the payment the date it was received. Our automated process did not identify the overpayment on this loan after Mrs*** paid it off, which resulted in the delay in issuing the refundWe would like to apologize for any inconvenience experienced regarding this issue
Enclosed are copies of the February and March monthly statements mentioned above.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
Beattie Place, Suite ***
1;"> Toll Free Phone 1-800-365-7107
Greenville, SC 29601 Toll Free Fax 1-866-467-1137
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
September 3,
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 27, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. *** *** ***, L.P(“***”) was the servicer of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** mortgage servicing assets
Mr*** stated in the complaint that he called Shellpoint multiple times over the past few weeks to get his homeowner’s insurance policy paid out of escrow. As of the date of the complaint, the payment had still not been received by the insurance company. Mr*** requested Shellpoint pay the bill immediately and cancel the escrow.
By way of background, *** began servicing this loan on October 1, 2013. Unfortunately, the previous servicer did not notify Mr***’ insurance company of the change in servicing when the loan was transferred to *** in October 2013. As a result, the insurance company did not send renewal information to ***, or Shellpoint, when the policy was due. On July 29, 2014, Shellpoint received a phone call from Mr***, who advised that he received a cancellation notice from his insurance company. Our agent requested the insurance documents so that we could pay the insurance premium due. Shellpoint received the Declarations page for the policy on July 30, and it was forwarded to our insurance department. A request for payment was submitted to our insurance vendor on August 13, 2014. Due to an inadvertent error, the request was sent to the wrong email address and the payment was not processed. Shellpoint submitted a second request for payment on August 26, 2014, which was processed September 3, 2014. We would like to apologize for any inconvenience experienced regarding this issue
This loan originated with an escrow account and the previous mortgage servicer was paying the property taxes and homeowners insurance from the escrow accountShellpoint’s corporate policy is that we do not change an escrow loan to a non-escrow loanIn order to protect *** *** interest in the property, Shellpoint will continue to pay the escrow items and will not remove the escrow account.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
** *** Place, 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
March 24,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** *** ***
Current Owner: *** *** Loan Mortgage Corporation
Loan Number:***
Reference Number: ***
Dear *** ***:
This letter is in response to the complaint submitted March 13, regarding the above referenced loan. *** *** Loan Mortgage Corporation (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan, and has been since March 1, 2014.
Upon receipt of the complaint, Shellpoint reviewed the account history and determined that we had received the complaint directly from *** *** on March 11, 2014. We responded to *** *** directly on March 18, 2014. Enclosed is a copy of the response
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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.
They are still charging my debit account for the PMI that they said was discontinuedI called and
filed another verbal complaint with them on 1/8/2015.Until they refund my monies incorrectly charged to my debit account and the payment statements reflect NO PMI, this case is NOT resolved
Regards,*** ***