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. Regards,*** *** *** First you never address why my balance has been going up and down , I have include ACH notification 08-20-2013 of $5568.84 refelxing new current balance of $ 19,851.54, also sent ACH notification 11-18-of $745.45 reflecting new balance of $21,092.81,see balance is going back up, they,can't be trustedNow it took months to keep back down to $ 19, 765.71, as reflected on my mortgage statement 03-20-2014 please keep in mind I have not missed a payment.And why is it that my monthly statement shows a pass due balance when my account is current has been .I have been charge of $for property preservation fees, there has never been any property preservation completed to my property these are fraudulent charges,I was told by shell point that of $that $was paid to the city of Chicago,I contacted the city and was told that they have not bill or received payment regarding my property, This is just a out right LIE, they did'nt pay the City of of Chicago one red cent, and my property was never report to the city of Chicago as vacant all Lies I told them to provide documented receipts with my property address or id number showing the payment , I never got it because it never happen
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 28,
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 21, 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 rebuttal, that a Broker’s Price Opinion is not an appraisal and does not determine the real value of real estate.
As stated in our previous response, Mr*** was charged for an interior and external Broker Price Opinion Appraisal (“BPO”) at the cost of $125.00. While a BPO is not a full appraisal, it is taken into consideration when determining if the loan meets the criteria for PMI cancellationShellpoint’s 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 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 a cost to him of $to $500.00, he should send a written request to:
Shellpoint Mortgage Servicing
Attn: Disputes
P.OBox
Greenville, SC
As of the date of this letter, Shellpoint has yet to receive a written request from Mr. *** authorizing a full appraisal at a cost to him of $to $500.00. Upon receipt of the written request and authorization, Shellpoint will be happy to request a full appraisal, at Mr.*** expense.
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.
Resurgent owes me money They are responsible They never paid the original bill*** County does not have the extra money on file, stating they refunded the payment
Sending letters weeks after the fact and "stating" they have done something they haven't and delaying doing the right thing seems to be the mode of operation for Resurgent
From my perspective this company has unethical business practices and should not be allowed to handle mortgages They jeopardized my credit standing by not paying my bill.
I work extremely hard to maintian excellent credit and it is shameful that poor business habits of a large company I did not choose to work with can be so insensitive and unconcerned about
their customers
If Resurgent is unable resolve this appropriatly then I will seek legal counsel to get this resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, even though many the details are wrong, the focus of the complaint was to get my the payments credited to my accountThat "seems" to have occurredI have yet to determine if the payments make to the account were credited at the point they were originally paid
It is also noteworthy to pass on that with the exception of a payment demand...I never received any communication from Shellpoint/*** No phone calls, no emailsI made several (many) phone calls to Shellpoint....each time talking with a different personand each time getting a different set of instructions on how to deal with this issueAdditionally, I ended up sending copies of my checks to Shellpoint on THREE different occasionseach to a different personEven my requests to acknowledge receipt of the docs went unanswered
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
June 23,
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 rebuttal submitted June 17, regarding the above referenced loan. *** *** *** *** (“*** ***”) currently owns the loan number ending in ***. *** *** Services, 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.
*** *** stated in the rebuttal, that Shellpoint must immediately apply the full force-placed flood insurance refund of $2,to her escrow account and that $2,is an accurate monthly mortgage/interest/escrow payment for her loan, not the $2,that Shellpoint made effective June 1, As stated in our previous responses, once the lender placed policy was refunded, Shellpoint would reimburse *** *** escrow account and another analysis would be performedShortly thereafter, *** *** would be provided with the new monthly payment amount on the escrow analysis statement. Shellpoint received the lender placed policy refund on June 12, 2014. A new analysis was performed on June 13, 2014, (enclosed), and *** *** payment was lowered from $2,to $2,432.36. Shellpoint also requested a surplus disbursement be issued by check to *** *** on June 17, 2014, in the amount of $663.18.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
** *** *** *** *** Toll Free Phone 1-800-365-7107
"margin: 0in 0in 0pt;">***, SC 29601 Toll Free Fax ***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 20,
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 March 13, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** *** Services, L.P., (“***”) was the servicer of the *** *** loan beginning October 8, 2013. Effective March 1, 2014,*** became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of *** *** ***, LLCThe address and phone number used to contact *** will remain the same for Shellpoint
*** *** stated in the complaint, that *** claims they are not getting her payments even though money is withdrawn from her account. *** *** advised that when payment is received it takes six days to three weeks for *** to process the check. *** calls every other day advising her loan is in default and going into foreclosureShe has received packets from loss mitigation, even though the website shows her account is ok*** did not pay the homeowners insurance when they first bought the loan. *** *** has requested *** compensate her for her time correcting their mistakes, or zero out her balance. *** began servicing this loan on October 8, 2013. The first payment from *** *** was received on October 18, and was posted to the October 1, due date. On November 25, 2013, *** *** called *** to inquire about a payment she mailed on November 15, 2013, for the payment due November 1, We advised her that the payment was not yet receivedDuring the phone conversation, we determined that *** *** mailed the payment to the wrong P.OBox. We provided *** *** with the correct P.OBox and address for future payments. As of December 2, 2014, the loan was more than days past dueAccording to standard practice, *** mailed *** *** a Borrower Solicitation Package to inform her of possible options that may help her bring the loan current*** received a payment on December 4, and it was posted to the November 1, due date. The next payment was received on January 14, and was posted to the December 1, due date*** sent *** *** a second Borrower Solicitation Package on February 3, because the loan was still more than days past due*** *** called *** on February 19, and we helped her determine that the payment she sent for the December 1, due date was still uncashed. *** *** placed a stop payment on the check and issued a new payment that same dayTwo payments were received in February 2014; one on February 19, and one on February 28, This brought the loan current and the next payment was due on March 1, The next payment was received March 17, 2014.
*** *** mortgage payments are due on the 1st of the month. The loan has a day grace periodPayments must be received by the 16th of the month to avoid late chargesAs a courtesy, we waived the late charges that were assessed on November 30, and December 17, In order to avoid future late charges, *** *** should mail her payments at least seven to ten working days before the end of the grace periodAlso, payments sent through an online bill pay service will not be accepted electronicallyA check will be mailed and it may take at least seven to ten working days to be receivedPayments by mail or through bill pay should be mailed to:
Shellpoint Mortgage Servicing
P.OBox***
***, SC
Regarding *** *** insurance, the Homeowners Insurance Premium was not due when the loan was transferred to ***Our records indicated the next premium due date was March 13, A disbursement was sent to our insurance vendor on February 9, to make the payment to *** *** Insurance for the premium due March 13, The next premium is due March 13, 2015.
Shellpoint will not compensate *** *** for her time spent monitoring her loan or zero out her balance, as we did not find any errors on our endThe late charges were waived as a courtesy for a new customerWe 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 ***
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 15,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Title, *** ***, c/o *** *** *** *** ***, dba *** ***
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted September 4, regarding the above referenced loan. *** *** *** *** 2014-***, c/o *** *** *** *** ***, dba *** *** *** ***”) currently owns the loan number ending in*** Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of *** *** on or about August 1,
Ms. *** stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, 2014. Ms. *** advised that she understands the terms of her loan agreement are that no late charges will be assessed until the 16th of the month. She requests no contact until her payment is late, and no contact via her cell phone. She also requested that all correspondence regarding late fees should be sent to her via U.SMail and that the phone calls should cease.
By way of background, Shellpoint began servicing this loan on August 1, on behalf of *** ***. *** *** requires that Shellpoint contact the customer if payment is not received by the contractual due date, which is the 1st of the month. Although the loan has a fifteen day grace period before late charges are assessed, we make automated courtesy calls to our customers as a reminder when a payment is not received by the contractual due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has updated Ms***s loan to discontinue automated courtesy calls during the fifteen day grace periodHowever, Shellpoint may contact her manually by phone, only if/when needed. The only contact number we have for Ms. *** is her cell number ending in 9***, and we have updated that number as Do Not Call.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
join"miter">
** *** *** *** *** Toll Free Phone ***
***, SC 29601 Toll Free Fax***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 12,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Subject Property: *** *** *** ***, RI
Reference Number: ***
Dear*** ***
This letter is in response to the complaint submitted March 9, to Shellpoint Mortgage Servicing (“Shellpoint”)
*** *** stated in the complaint, that he has been trying to pay this Bank, but they are refusing to take his payment. *** *** advised that he submitted an automatic payment (“ACH”) form, but he has not received an answer and he keeps receiving calls at night*** *** would like for Shellpoint to take his payment and stop calling him*** *** Services, L.P., (“***”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, *** received a signed ACH Draft Authorization form on February 7, (enclosed)The form authorized drafts to begin on March 10, and to draft on the 10th of each month, every month thereafter. *** attempted to contact *** *** on February 26, to advise him that we set up his ACH to begin on March 10, 2014, but we did not receive the payment that was due February 1, *** *** refused to verify his identity and *** was unable to proceed with the call, or answer his question about whether or not the ACH form had been receivedAs of March 1, 2014, *** Mortgage Servicing became part of Shellpoint Mortgage Servicing, a division of *** *** Financial, LLCThe servicing of the loan, and the ACH Draft Plan, transferred to Shellpoint on March 1, 2014. Shellpoint contacted *** *** on March 6, because the loan was still past due*** *** refused to verify his identity again, so Shellpoint was unable to discuss the status of the loan or the status of the ACH plan*** *** called Shellpoint on March 7, After verifying his identity, we advised him that the account was still due for February 1, 2014. *** *** advised he set up an ACH plan. We informed *** *** that the plan was set up to start March 10, 2014, per his Authorization Form, and the February payment would still need to be made*** *** advised that he would have his attorney contact us. The first ACH draft occurred on March 10, 2014, in the amount of $1,The payment was posted to the February 1, due dateThe loan is past due for the March 1, payment.
If you have any further questions, comments or concerns, please contact me at***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
Dear Ms
***: This letter is in response to the complaint submitted January 31, regarding the above referenced loan*** *** (“***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** loan on or about October 1, 2014. Per the complaint, Mr*** stated that Shellpoint did not pay his property taxes when due on December 1, He made several calls to Shellpoint requesting the taxes be paid during the month of January 2015, but was unable to secure a satisfactory responseMr*** has requested Shellpoint pay the taxes and any interest and fees, and confirm that Shellpoint will pay the taxes by the due date going forward. Shellpoint obtained the tax payment information from *** *** on February 4, and submitted payment the same dateThe taxes in the amount of $6,were paid from Mr. ***’s escrow accountThe interest and penalites of $were paid by Shellpoint. Shellpoint has updated Mr***’s loan with the current property tax informationOur records indicate the next tax disbursements are due July 1, and December 1, to ***
*** Since the taxes were paid in February of 2015, this tax payment will not appear on Mr***’s Tax Form for the year 2014. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the late payment of Mr***’s property taxesPlease know that Shellpoint takes its *** customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments or concerns, please contact me at 1-***. Sincerely, ** *** Shellpoint Mortgage Servicing ***
Hours of Operation Beattie Place, Suite*** Toll Free Phone 1-800-365-Monday-Friday 8:00AM-10:00PM Greenville, SC Toll Free Fax 1-866-467-Saturday 8:00AM-3:00PM November 18, 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 November 9, 2014, regarding the above referenced loan.*** *** *** Association (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan, on or about March 1, Mr*** stated in the complaint that he and his mortgage broker requested a CEMA (Consolidated Extension and Modification Agreement) in September of to allow for a refinancing of the above referenced loanMr*** advised that there have been multiple phone calls and emails regarding the CEMA request, but he has been unable to even receive an estimate of when to expect the CEMAShellpoint would like to extend our most sincere apologies to Mr*** for the difficulties he has experienced in acquiring the CEMAShellpoint submitted a request for the original documents required to complete the CEMA process on July 10, As of the date of this letter, we have escalated our request with the document custodian and are waiting for information regarding the status of our requestOnce the documents are received, they will be forwarded to the attorney handling the transaction for ShellpointPlease know that Shellpoint takes its customer service obligations very seriously and Mr***’s concerns have been brought to the attention of the appropriate people within our organizationIf you have any further questions, comments or concerns, please contact me at 1-***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
November 24,
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 October 23, and forwarded to Shellpoint Mortgage Servicing (“Shellpoint”) on November 19, 2014, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about June 30, 2014.
Mr*** stated in the complaint that his Shellpoint loan was paid off on August 3, and that his escrow refund should be refunded in four to six weeks. When following up on the request on October 14, 2014, he was advised that the refund may take up to sixty days. Mr*** requested his escrow balance be refunded to him immediately.
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 October 15, 2014. We responded to the CFPB complaint with a letter dated October 29, (enclosed). The response was uploaded to the CFPB’s web portal on October 30, 2014, for Mr*** to review.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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 29,
Revdex.com of Upstate South Carolina
Attn:*** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** *** ***
Current Owner: *** *** *** *** Corporation
Loan Number:*** * ***
Reference Number: *** * ***
Dear Ms***:
This letter is in response to the complaint submitted September 20, regarding the above referenced loans. *** *** *** *** Corporation (“*** ***”) currently owns the loan numbers ending in *** * *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loans on behalf of *** *** on or about March 1,
Ms. *** stated in the complaint that Shellpoint only credited their account properly, two of the six months that the loan has been serviced by them. She phoned several times and mailed a complaint before she began receiving monthly statements prior to the payment due date. The payment she submitted August 19, was not credited correctly to loan ID*** and this caused her loan to appear past due for the September 1, installment. Ms. *** would like her loan transferred to a different loan servicer and any damage done to her credit score should be corrected immediately.
Shellpoint reviewed the loan histories for the above referenced loans and found two posting errors. On April 30, 2014, a payment of $for loan ID *** was posted in error to loan ID***. The posting was corrected on May 2, 2014, with an effective date of April 30, 2014. On August 19, 2014, Shellpoint received a payment in the amount of $for loan ID *** Since the payment amount we received did not match the monthly mortgage payment on this loan, the funds were posted as a principal curtailmentHowever, Ms. *** intended for us to post a portion of it, $339.07, as a regular monthly payment for September 1, 2014, and apply the remaining $to the principal balanceThis posting was corrected on September 22, 2014, with an effective date of August 19, 2014. The late fee that was assessed to loan ID *** has been waived and nothing derogatory was reported to the credit reporting agencies as a result of the oversightThese transactions are reflected in the enclosed loan history statementsWe would like to apologize for any inconvenience experienced regarding these issues
Please be advised, Shellpoint’s policy is to mail monthly billing statements on or about the 17th of the month, in order to capture any payments made by customers through the end of their grace period, which is the 16th of the monthPer your request in May 2014, Shellpoint changed your billing date to the 6th of the monthWe later received another request in June and changed the billing date to the 10th of the month.
Shellpoint is not able to transfer the loan to another servicer. The owner of the loan, *** ***, chooses who they wish to handle the servicing of the loan and they have chosen to place this loan with ShellpointWe would like to apologize for any disappointment this may cause
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
Dear *** ***: This letter is in response to the complaint submitted May
12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing on March 3, 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.
Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr*** on May 12, We responded to him with a letter dated May 20, Enclosed is a copy of the response. 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 ***.com Regulatory Fax: ***
Dear Mrand Mrs***: This letter is in response to your email dated May 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing (“***”) on March 3, 2016. Per the email, you are requesting a closing statement of the escrow balance when your loan was transferred to *** *** ServicingAdditionally, you state that you have paid $2,on your payment every month, when the payment due was $2,and question why your payment has been increased to $2,495.00. This loan should have transferred to *** with an escrow balance of $The enclosed Loan History Summary, shows an escrow adjustment that was made on April 6, 2016, bringing the escrow balance to zeroOur loan deboarding department made contact with *** as of the date of this letter, to inform them of the error so *** can correct the escrow accountOnce the escrow account is updated, *** should be able to perform a new escrow analysis to return your payment to principal and interest only. We would like to apologize for any inconvenience regarding this issueIf you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
** *** ***, Suite *** 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: *** *** *** Association
Loan Number: ***
Reference Number:***
Dear Ms.***
This letter is in response to the rebuttal submitted May 29, 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 rebuttal, that Shellpoint fabricated the response provided on May 21, in which we explained that the wrong banking information was entered for the payment that was rejected on January 13, 2014. Ms*** advised that she was first advised that the payment was returned due to insufficient funds. She was later informed that the payment was returned due to the incorrect bank account number being entered on our website. The payment submitted by Ms*** on January 13, was entered with the correct Bank Routing Number of ***However, instead of entering the bank account number ending in *** as the funding account, Ms*** entered her *** *** *** Number ***. Since the number entered for the bank account was not a valid number, the payment was returned with an error that the account could not be located. There are over thirty different errors describing the reasons that prevent a payment from processing. Shellpoint only uses one fee code, non-sufficient funds (“NSF”), to apply the fees that were assessed by the banking institution for any of those errors. We would like to apologize for any confusion caused by the description of the error. We have mailed Ms*** a copy of the Transaction Information for the unsuccessful payment, as well as the Transaction Information for a successful payment, so that she can see the incorrect bank account number entered for the payment on January 13, 2014. For security reasons, we chose to provide this confidential information directly to Ms*** separately, rather than uploading documents containing her bank account information with this response
Shellpoint takes its customer service obligations very seriously and we appreciate Ms***’s feedback regarding the payment feature on our website
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
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 26,
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 September 19, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on May 2,
Mr*** stated in the complaint that he received a letter from Shellpoint advising that we did not have proof of insurance coverage and threatened to purchase insurance on his behalf. He called Shellpoint and advised that he has a current policy and requested his insurance agent fax the declarations page to ShellpointMr*** stated that he later received notification from *** *** that the insurance premium was still unpaid, so he called Shellpoint to request payment and was informed that our system had coded his insurance as Borrower Responsibility. The Shellpoint agent advised that a request would be submitted to update the insurance line to Lender Responsibility and to pay the premiumOn September 17, 2014, Mr*** received notification from *** *** that his insurance cancelled, effective September 12, 2014, due to non-paymentMr*** paid $for two months of coverage and has requested again, that Shellpoint pay the Homeowner’s insurance premium due.
By way of background, Shellpoint began servicing this loan on May 2, 2014. Upon transfer to Shellpoint from the previous servicer, the insurance record was coded as Borrower Responsibility, which indicated Mr*** was responsible for making the yearly insurance premium, not the LenderShellpoint did not receive any evidence of a current policy on the property securing this loan and we also did not receive a bill Shellpoint mailed a letter to Mr*** on or about July 9, requesting proof of insurance, as required by the mortgage agreement. We received a phone call from Mr*** on July 17, advising that he has insurance coverage through *** ***. We provided Mr*** with a fax number to send the required proof of insuranceShellpoint received the proof of insurance on July 31, 2014. Shellpoint updated Mr.*** account with the current insurance information; however, we were not aware that the insurance premium was Lender responsibility at this time, so Shellpoint did not pay the premium
Per Mr. *** requests, Shellpoint submitted *** *** requests to our insurance vendor on September 4, and September 17, 2014, but because the insurance was still coded as Borrower Responsibility in Shellpoint’s system, the payments were never sentUpon receipt of the complaint, Shellpoint updated Mr. *** insurance record to Lender Responsibility and issued payment to *** *** on September 24, 2014, in the amount of $1,422.00.
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
** *** *** *** *** Toll Free Phone ***
Greenville, SC 29601 Toll Free Fax***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 17,
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 rebuttal submitted March 11, regarding the above referenced loan *** *** *** *** (“*** ***”) currently owns the loan number ending in***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan and has been since March 1,
*** stated in the rebuttal, that he agrees with the corrections made to his loan transaction history through February 2014. *** advised that the March 1, automatic payment that was drafted from his bank account in the amount of $3,was only posted to his loan as a payment of $3,067.06. *** also requested information to begin the process of removing *** from his loan. Shellpoint applied the full payment of $3,to ***’s loanIt was included in the reversals required to correct a previous payment’s effective date in October To make the correction, Shellpoint had to reverse all payments since November 1, totaling $17,150.79, and re-applied the fundsA late fee was assessed on October 17, 2013, in the amount of $132.94, and it was paid on December 11, We did not reverse the late fee payment of $because it was a valid assessmentAfter re-posting all of the payments on March 6, 2014, a short principal payment ended up at the end of the transaction history, rather than in December when the late fee was paidThe principal payment that was re-posted for December should have been posted as $instead of $As a result, the principal payment that was re-posted for the March pay period was posted as $instead of $283.73. Shellpoint has reviewed the payment history and determined that the correct amount of funds have been applied to principalEnclosed please find a copy of ***’s loan history.
Per ***’s request for information pertaining to the removal of *** *** *** (“***”), Shellpoint mailed *** a *** Cancellation Form on March 12, *** should review the form, as it will inform him of the criteria for cancelling *** and he must agree to the expenses he might incur during the processThe form must be signed and returned to Shellpoint, before we will begin the process
If you have any further questions, comments or concerns, please contact me at***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
** *** ***, 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: *** *** Mortgage Loan Trust ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted March 20, regarding the above referenced loan.*** *** Mortgage Loan Trust ***”) currently owns the loan number ending in *** Mortgage Servicing (“***”) was the previous servicer of this *** loan, from December through December Effective December 30, 2013, the loan was transferred to *** *** Servicing, Inc(“***”) and their contact information is:
Customer Service: PO Box *** *** *** ***, UT 84165-
Phone: (*** ***
Hours 8:00AM-11:00PM Monday-Thursday, 8:00AM-9:00PM Friday, and 8:00AM-2:00PM Saturday MST
Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** Mortgage Servicing’s assets. The phone number and mailing addresses used to contact *** will be the same with Shellpoint
*** *** stated in the complaint, that he does not understand why it is so difficult to issue a refund and the previous response provided to the Revdex.com of Upstate South Carolina sounds like what *** has been telling him for the past three monthsAs stated in our previous response, a refund has been requested from *** insurance vendor. The refund was received on March 18, and was forwarded to *** via wire on March 21, 2014, to be posted to *** *** escrow account. 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
interesting that they made no mentioned all of their errors or that the previous company mailed incorrect info to the customers
The parent companies Vice President spoke with me yesterday and I am satisfied with his remedy for Shellpoint and their employees for the time being if this issue happens again, I will be back in touch
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
October 29,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** *** *** Corporation
Loan Number: ***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted October 20, regarding the above referenced loan. *** *** *** *** Corporation (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of *** ***, on or about March 1, 2014.
Per the rebuttal, Ms*** expressed dissatisfaction that Shellpoint did not contact her with an explanation of what occurred with her tax payment. She advised that it seemed the only way she was able to get answers was to file a complaint. Ms*** requested again, that Shellpoint’s tax office send a hard copy of her tax bill along with all future tax payments.
By way of background, Ms*** contacted Shellpoint’s Customer Service department on October 1, 2014, regarding the tax payment Shellpoint issued to *** *** County on September 18, At that time, a research request was submitted to our tax department to look into the missing tax paymentOur Customer Service department is strictly an inbound call centerAlthough it is not standard protocol for our inbound Customer Service representatives to follow up and provide updates from their previous phone calls, the Customer Service representative agreed to follow up with Ms*** in this case, if/when they received any new informationHowever, Ms*** called back on October 3, 2014, two days later, expressing her dissatisfaction that the representative had not followed up with her regarding the issueThe same representative advised her that they had not yet received any new information to provide her withAt that point, Ms*** stated she would get an attorney involved
On October 8, 2014, Shellpoint’s tax department determined that the County had received the payment; however, the parcel number referenced for Ms***’s property was truncated and they were unable to post itAfter assisting the County in getting the payment posted, our tax department updated Ms***’s loan with an explanation of the issue, so that our Customer Service department could relay the information to Ms*** or her Attorney, in the event they called us backWe did not hear from Ms*** until we received the complaint
Shellpoint offers a variety of ways for our customers to contact us for assistanceAs stated above, Shellpoint’s Customer Service department is a high volume inbound call center. Our representatives do not typically have the opportunity to make outbound calls to provide updates from their previous phone callsFor this reason, we try to encourage our customers to allow a reasonable time frame for the issue to be resolved and they may follow up by calling our Customer Service department. As an alternative to calling our Customer Service department, customers may also visit our website and submit an email, or chat with a live representativeOur website also provides our address for customers to send written correspondence
Shellpoint is not able to send a hard copy of Ms***’s tax bill along with the tax paymentShellpoint utilizes a third party tax vendor to process property tax payments. The tax vendor sends the payments in bulk by wire, and cannot include a hard copy of the tax bill with the paymentOur tax vendor has corrected the parcel number for Ms***’s property in their system, so future tax payments will be credited appropriately.
We would like to apologize for any inconvenience experienced regarding this issue. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization
If you have any further questions, comments or concerns, please contact me at 1-***
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
April 14,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** Mortgage Association
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted April 4, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) 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 rebuttal, Shellpoint contacted *** *** on April 9, for more information regarding the past due taxes that had been sold to a third party for collection. *** *** provided a copy of the document showing a total due of $490.50, payable to ***, LLC by March 15, 2014. Since the payoff date of March 15, has passed, our tax department has attempted to contact the third party to find out the current amount due, as of April 14, 2014. We followed up with *** *** on April 14, and assured him that Shellpoint will pay the past due taxes upon receipt of the new payoff amount. 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
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. Regards,*** *** *** First you never address why my balance has been going up and down , I have include ACH notification 08-20-2013 of $5568.84 refelxing new current balance of $ 19,851.54, also sent ACH notification 11-18-of $745.45 reflecting new balance of $21,092.81,see balance is going back up, they,can't be trustedNow it took months to keep back down to $ 19, 765.71, as reflected on my mortgage statement 03-20-2014 please keep in mind I have not missed a payment.And why is it that my monthly statement shows a pass due balance when my account is current has been .I have been charge of $for property preservation fees, there has never been any property preservation completed to my property these are fraudulent charges,I was told by shell point that of $that $was paid to the city of Chicago,I contacted the city and was told that they have not bill or received payment regarding my property, This is just a out right LIE, they did'nt pay the City of of Chicago one red cent, and my property was never report to the city of Chicago as vacant all Lies I told them to provide documented receipts with my property address or id number showing the payment , I never got it because it never happen
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 28,
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 21, 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 rebuttal, that a Broker’s Price Opinion is not an appraisal and does not determine the real value of real estate.
As stated in our previous response, Mr*** was charged for an interior and external Broker Price Opinion Appraisal (“BPO”) at the cost of $125.00. While a BPO is not a full appraisal, it is taken into consideration when determining if the loan meets the criteria for PMI cancellationShellpoint’s 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 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 a cost to him of $to $500.00, he should send a written request to:
Shellpoint Mortgage Servicing
Attn: Disputes
P.OBox
Greenville, SC
As of the date of this letter, Shellpoint has yet to receive a written request from Mr. *** authorizing a full appraisal at a cost to him of $to $500.00. Upon receipt of the written request and authorization, Shellpoint will be happy to request a full appraisal, at Mr.*** expense.
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.
Resurgent owes me money They are responsible They never paid the original bill*** County does not have the extra money on file, stating they refunded the payment
Sending letters weeks after the fact and "stating" they have done something they haven't and delaying doing the right thing seems to be the mode of operation for Resurgent
From my perspective this company has unethical business practices and should not be allowed to handle mortgages They jeopardized my credit standing by not paying my bill.
I work extremely hard to maintian excellent credit and it is shameful that poor business habits of a large company I did not choose to work with can be so insensitive and unconcerned about
their customers
If Resurgent is unable resolve this appropriatly then I will seek legal counsel to get this resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, even though many the details are wrong, the focus of the complaint was to get my the payments credited to my accountThat "seems" to have occurredI have yet to determine if the payments make to the account were credited at the point they were originally paid
It is also noteworthy to pass on that with the exception of a payment demand...I never received any communication from Shellpoint/*** No phone calls, no emailsI made several (many) phone calls to Shellpoint....each time talking with a different personand each time getting a different set of instructions on how to deal with this issueAdditionally, I ended up sending copies of my checks to Shellpoint on THREE different occasionseach to a different personEven my requests to acknowledge receipt of the docs went unanswered
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
June 23,
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 rebuttal submitted June 17, regarding the above referenced loan. *** *** *** *** (“*** ***”) currently owns the loan number ending in ***. *** *** Services, 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.
*** *** stated in the rebuttal, that Shellpoint must immediately apply the full force-placed flood insurance refund of $2,to her escrow account and that $2,is an accurate monthly mortgage/interest/escrow payment for her loan, not the $2,that Shellpoint made effective June 1, As stated in our previous responses, once the lender placed policy was refunded, Shellpoint would reimburse *** *** escrow account and another analysis would be performedShortly thereafter, *** *** would be provided with the new monthly payment amount on the escrow analysis statement. Shellpoint received the lender placed policy refund on June 12, 2014. A new analysis was performed on June 13, 2014, (enclosed), and *** *** payment was lowered from $2,to $2,432.36. Shellpoint also requested a surplus disbursement be issued by check to *** *** on June 17, 2014, in the amount of $663.18.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
** *** *** *** *** Toll Free Phone 1-800-365-7107
"margin: 0in 0in 0pt;">***, SC 29601 Toll Free Fax ***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 20,
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 March 13, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** *** Services, L.P., (“***”) was the servicer of the *** *** loan beginning October 8, 2013. Effective March 1, 2014,*** became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of *** *** ***, LLCThe address and phone number used to contact *** will remain the same for Shellpoint
*** *** stated in the complaint, that *** claims they are not getting her payments even though money is withdrawn from her account. *** *** advised that when payment is received it takes six days to three weeks for *** to process the check. *** calls every other day advising her loan is in default and going into foreclosureShe has received packets from loss mitigation, even though the website shows her account is ok*** did not pay the homeowners insurance when they first bought the loan. *** *** has requested *** compensate her for her time correcting their mistakes, or zero out her balance. *** began servicing this loan on October 8, 2013. The first payment from *** *** was received on October 18, and was posted to the October 1, due date. On November 25, 2013, *** *** called *** to inquire about a payment she mailed on November 15, 2013, for the payment due November 1, We advised her that the payment was not yet receivedDuring the phone conversation, we determined that *** *** mailed the payment to the wrong P.OBox. We provided *** *** with the correct P.OBox and address for future payments. As of December 2, 2014, the loan was more than days past dueAccording to standard practice, *** mailed *** *** a Borrower Solicitation Package to inform her of possible options that may help her bring the loan current*** received a payment on December 4, and it was posted to the November 1, due date. The next payment was received on January 14, and was posted to the December 1, due date*** sent *** *** a second Borrower Solicitation Package on February 3, because the loan was still more than days past due*** *** called *** on February 19, and we helped her determine that the payment she sent for the December 1, due date was still uncashed. *** *** placed a stop payment on the check and issued a new payment that same dayTwo payments were received in February 2014; one on February 19, and one on February 28, This brought the loan current and the next payment was due on March 1, The next payment was received March 17, 2014.
*** *** mortgage payments are due on the 1st of the month. The loan has a day grace periodPayments must be received by the 16th of the month to avoid late chargesAs a courtesy, we waived the late charges that were assessed on November 30, and December 17, In order to avoid future late charges, *** *** should mail her payments at least seven to ten working days before the end of the grace periodAlso, payments sent through an online bill pay service will not be accepted electronicallyA check will be mailed and it may take at least seven to ten working days to be receivedPayments by mail or through bill pay should be mailed to:
Shellpoint Mortgage Servicing
P.OBox***
***, SC
Regarding *** *** insurance, the Homeowners Insurance Premium was not due when the loan was transferred to ***Our records indicated the next premium due date was March 13, A disbursement was sent to our insurance vendor on February 9, to make the payment to *** *** Insurance for the premium due March 13, The next premium is due March 13, 2015.
Shellpoint will not compensate *** *** for her time spent monitoring her loan or zero out her balance, as we did not find any errors on our endThe late charges were waived as a courtesy for a new customerWe 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 ***
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 15,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Title, *** ***, c/o *** *** *** *** ***, dba *** ***
Loan Number: ***
Reference Number: ***
Dear Ms***
This letter is in response to the complaint submitted September 4, regarding the above referenced loan. *** *** *** *** 2014-***, c/o *** *** *** *** ***, dba *** *** *** ***”) currently owns the loan number ending in*** Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of *** *** on or about August 1,
Ms. *** stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, 2014. Ms. *** advised that she understands the terms of her loan agreement are that no late charges will be assessed until the 16th of the month. She requests no contact until her payment is late, and no contact via her cell phone. She also requested that all correspondence regarding late fees should be sent to her via U.SMail and that the phone calls should cease.
By way of background, Shellpoint began servicing this loan on August 1, on behalf of *** ***. *** *** requires that Shellpoint contact the customer if payment is not received by the contractual due date, which is the 1st of the month. Although the loan has a fifteen day grace period before late charges are assessed, we make automated courtesy calls to our customers as a reminder when a payment is not received by the contractual due dateWe would like to apologize for any inconvenience experienced regarding this issueShellpoint has updated Ms***s loan to discontinue automated courtesy calls during the fifteen day grace periodHowever, Shellpoint may contact her manually by phone, only if/when needed. The only contact number we have for Ms. *** is her cell number ending in 9***, and we have updated that number as Do Not Call.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
join"miter">
** *** *** *** *** Toll Free Phone ***
***, SC 29601 Toll Free Fax***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 12,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Subject Property: *** *** *** ***, RI
Reference Number: ***
Dear*** ***
This letter is in response to the complaint submitted March 9, to Shellpoint Mortgage Servicing (“Shellpoint”)
*** *** stated in the complaint, that he has been trying to pay this Bank, but they are refusing to take his payment. *** *** advised that he submitted an automatic payment (“ACH”) form, but he has not received an answer and he keeps receiving calls at night*** *** would like for Shellpoint to take his payment and stop calling him*** *** Services, L.P., (“***”) began servicing the mortgage loan for the above referenced property on or about January 23, At that time, the loan was current and due for February 1, *** received a signed ACH Draft Authorization form on February 7, (enclosed)The form authorized drafts to begin on March 10, and to draft on the 10th of each month, every month thereafter. *** attempted to contact *** *** on February 26, to advise him that we set up his ACH to begin on March 10, 2014, but we did not receive the payment that was due February 1, *** *** refused to verify his identity and *** was unable to proceed with the call, or answer his question about whether or not the ACH form had been receivedAs of March 1, 2014, *** Mortgage Servicing became part of Shellpoint Mortgage Servicing, a division of *** *** Financial, LLCThe servicing of the loan, and the ACH Draft Plan, transferred to Shellpoint on March 1, 2014. Shellpoint contacted *** *** on March 6, because the loan was still past due*** *** refused to verify his identity again, so Shellpoint was unable to discuss the status of the loan or the status of the ACH plan*** *** called Shellpoint on March 7, After verifying his identity, we advised him that the account was still due for February 1, 2014. *** *** advised he set up an ACH plan. We informed *** *** that the plan was set up to start March 10, 2014, per his Authorization Form, and the February payment would still need to be made*** *** advised that he would have his attorney contact us. The first ACH draft occurred on March 10, 2014, in the amount of $1,The payment was posted to the February 1, due dateThe loan is past due for the March 1, payment.
If you have any further questions, comments or concerns, please contact me at***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
Dear Ms
***: This letter is in response to the complaint submitted January 31, regarding the above referenced loan*** *** (“***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** loan on or about October 1, 2014. Per the complaint, Mr*** stated that Shellpoint did not pay his property taxes when due on December 1, He made several calls to Shellpoint requesting the taxes be paid during the month of January 2015, but was unable to secure a satisfactory responseMr*** has requested Shellpoint pay the taxes and any interest and fees, and confirm that Shellpoint will pay the taxes by the due date going forward. Shellpoint obtained the tax payment information from *** *** on February 4, and submitted payment the same dateThe taxes in the amount of $6,were paid from Mr. ***’s escrow accountThe interest and penalites of $were paid by Shellpoint. Shellpoint has updated Mr***’s loan with the current property tax informationOur records indicate the next tax disbursements are due July 1, and December 1, to ***
*** Since the taxes were paid in February of 2015, this tax payment will not appear on Mr***’s Tax Form for the year 2014. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the late payment of Mr***’s property taxesPlease know that Shellpoint takes its *** customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization. If you have any further questions, comments or concerns, please contact me at 1-***. Sincerely, ** *** Shellpoint Mortgage Servicing ***
Hours of Operation Beattie Place, Suite*** Toll Free Phone 1-800-365-Monday-Friday 8:00AM-10:00PM Greenville, SC Toll Free Fax 1-866-467-Saturday 8:00AM-3:00PM November 18, 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 November 9, 2014, regarding the above referenced loan.*** *** *** Association (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan, on or about March 1, Mr*** stated in the complaint that he and his mortgage broker requested a CEMA (Consolidated Extension and Modification Agreement) in September of to allow for a refinancing of the above referenced loanMr*** advised that there have been multiple phone calls and emails regarding the CEMA request, but he has been unable to even receive an estimate of when to expect the CEMAShellpoint would like to extend our most sincere apologies to Mr*** for the difficulties he has experienced in acquiring the CEMAShellpoint submitted a request for the original documents required to complete the CEMA process on July 10, As of the date of this letter, we have escalated our request with the document custodian and are waiting for information regarding the status of our requestOnce the documents are received, they will be forwarded to the attorney handling the transaction for ShellpointPlease know that Shellpoint takes its customer service obligations very seriously and Mr***’s concerns have been brought to the attention of the appropriate people within our organizationIf you have any further questions, comments or concerns, please contact me at 1-***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
November 24,
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 October 23, and forwarded to Shellpoint Mortgage Servicing (“Shellpoint”) on November 19, 2014, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in ***. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about June 30, 2014.
Mr*** stated in the complaint that his Shellpoint loan was paid off on August 3, and that his escrow refund should be refunded in four to six weeks. When following up on the request on October 14, 2014, he was advised that the refund may take up to sixty days. Mr*** requested his escrow balance be refunded to him immediately.
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 October 15, 2014. We responded to the CFPB complaint with a letter dated October 29, (enclosed). The response was uploaded to the CFPB’s web portal on October 30, 2014, for Mr*** to review.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
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 29,
Revdex.com of Upstate South Carolina
Attn:*** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** *** ***
Current Owner: *** *** *** *** Corporation
Loan Number:*** * ***
Reference Number: *** * ***
Dear Ms***:
This letter is in response to the complaint submitted September 20, regarding the above referenced loans. *** *** *** *** Corporation (“*** ***”) currently owns the loan numbers ending in *** * *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loans on behalf of *** *** on or about March 1,
Ms. *** stated in the complaint that Shellpoint only credited their account properly, two of the six months that the loan has been serviced by them. She phoned several times and mailed a complaint before she began receiving monthly statements prior to the payment due date. The payment she submitted August 19, was not credited correctly to loan ID*** and this caused her loan to appear past due for the September 1, installment. Ms. *** would like her loan transferred to a different loan servicer and any damage done to her credit score should be corrected immediately.
Shellpoint reviewed the loan histories for the above referenced loans and found two posting errors. On April 30, 2014, a payment of $for loan ID *** was posted in error to loan ID***. The posting was corrected on May 2, 2014, with an effective date of April 30, 2014. On August 19, 2014, Shellpoint received a payment in the amount of $for loan ID *** Since the payment amount we received did not match the monthly mortgage payment on this loan, the funds were posted as a principal curtailmentHowever, Ms. *** intended for us to post a portion of it, $339.07, as a regular monthly payment for September 1, 2014, and apply the remaining $to the principal balanceThis posting was corrected on September 22, 2014, with an effective date of August 19, 2014. The late fee that was assessed to loan ID *** has been waived and nothing derogatory was reported to the credit reporting agencies as a result of the oversightThese transactions are reflected in the enclosed loan history statementsWe would like to apologize for any inconvenience experienced regarding these issues
Please be advised, Shellpoint’s policy is to mail monthly billing statements on or about the 17th of the month, in order to capture any payments made by customers through the end of their grace period, which is the 16th of the monthPer your request in May 2014, Shellpoint changed your billing date to the 6th of the monthWe later received another request in June and changed the billing date to the 10th of the month.
Shellpoint is not able to transfer the loan to another servicer. The owner of the loan, *** ***, chooses who they wish to handle the servicing of the loan and they have chosen to place this loan with ShellpointWe would like to apologize for any disappointment this may cause
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosures
Dear *** ***: This letter is in response to the complaint submitted May
12, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing on March 3, 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.
Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr*** on May 12, We responded to him with a letter dated May 20, Enclosed is a copy of the response. 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 ***.com Regulatory Fax: ***
Dear Mrand Mrs***: This letter is in response to your email dated May 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about January 22, The loan was transferred for servicing to *** *** Servicing (“***”) on March 3, 2016. Per the email, you are requesting a closing statement of the escrow balance when your loan was transferred to *** *** ServicingAdditionally, you state that you have paid $2,on your payment every month, when the payment due was $2,and question why your payment has been increased to $2,495.00. This loan should have transferred to *** with an escrow balance of $The enclosed Loan History Summary, shows an escrow adjustment that was made on April 6, 2016, bringing the escrow balance to zeroOur loan deboarding department made contact with *** as of the date of this letter, to inform them of the error so *** can correct the escrow accountOnce the escrow account is updated, *** should be able to perform a new escrow analysis to return your payment to principal and interest only. We would like to apologize for any inconvenience regarding this issueIf you have any additional questions or concerns, please contact our Customer Service department at ***. Sincerely, ** *** Shellpoint Mortgage Servicing
** *** ***, Suite *** 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: *** *** *** Association
Loan Number: ***
Reference Number:***
Dear Ms.***
This letter is in response to the rebuttal submitted May 29, 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 rebuttal, that Shellpoint fabricated the response provided on May 21, in which we explained that the wrong banking information was entered for the payment that was rejected on January 13, 2014. Ms*** advised that she was first advised that the payment was returned due to insufficient funds. She was later informed that the payment was returned due to the incorrect bank account number being entered on our website. The payment submitted by Ms*** on January 13, was entered with the correct Bank Routing Number of ***However, instead of entering the bank account number ending in *** as the funding account, Ms*** entered her *** *** *** Number ***. Since the number entered for the bank account was not a valid number, the payment was returned with an error that the account could not be located. There are over thirty different errors describing the reasons that prevent a payment from processing. Shellpoint only uses one fee code, non-sufficient funds (“NSF”), to apply the fees that were assessed by the banking institution for any of those errors. We would like to apologize for any confusion caused by the description of the error. We have mailed Ms*** a copy of the Transaction Information for the unsuccessful payment, as well as the Transaction Information for a successful payment, so that she can see the incorrect bank account number entered for the payment on January 13, 2014. For security reasons, we chose to provide this confidential information directly to Ms*** separately, rather than uploading documents containing her bank account information with this response
Shellpoint takes its customer service obligations very seriously and we appreciate Ms***’s feedback regarding the payment feature on our website
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
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 26,
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 September 19, regarding the above referenced loan. *** *** *** Association (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on May 2,
Mr*** stated in the complaint that he received a letter from Shellpoint advising that we did not have proof of insurance coverage and threatened to purchase insurance on his behalf. He called Shellpoint and advised that he has a current policy and requested his insurance agent fax the declarations page to ShellpointMr*** stated that he later received notification from *** *** that the insurance premium was still unpaid, so he called Shellpoint to request payment and was informed that our system had coded his insurance as Borrower Responsibility. The Shellpoint agent advised that a request would be submitted to update the insurance line to Lender Responsibility and to pay the premiumOn September 17, 2014, Mr*** received notification from *** *** that his insurance cancelled, effective September 12, 2014, due to non-paymentMr*** paid $for two months of coverage and has requested again, that Shellpoint pay the Homeowner’s insurance premium due.
By way of background, Shellpoint began servicing this loan on May 2, 2014. Upon transfer to Shellpoint from the previous servicer, the insurance record was coded as Borrower Responsibility, which indicated Mr*** was responsible for making the yearly insurance premium, not the LenderShellpoint did not receive any evidence of a current policy on the property securing this loan and we also did not receive a bill Shellpoint mailed a letter to Mr*** on or about July 9, requesting proof of insurance, as required by the mortgage agreement. We received a phone call from Mr*** on July 17, advising that he has insurance coverage through *** ***. We provided Mr*** with a fax number to send the required proof of insuranceShellpoint received the proof of insurance on July 31, 2014. Shellpoint updated Mr.*** account with the current insurance information; however, we were not aware that the insurance premium was Lender responsibility at this time, so Shellpoint did not pay the premium
Per Mr. *** requests, Shellpoint submitted *** *** requests to our insurance vendor on September 4, and September 17, 2014, but because the insurance was still coded as Borrower Responsibility in Shellpoint’s system, the payments were never sentUpon receipt of the complaint, Shellpoint updated Mr. *** insurance record to Lender Responsibility and issued payment to *** *** on September 24, 2014, in the amount of $1,422.00.
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
** *** *** *** *** Toll Free Phone ***
Greenville, SC 29601 Toll Free Fax***
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 17,
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 rebuttal submitted March 11, regarding the above referenced loan *** *** *** *** (“*** ***”) currently owns the loan number ending in***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan and has been since March 1,
*** stated in the rebuttal, that he agrees with the corrections made to his loan transaction history through February 2014. *** advised that the March 1, automatic payment that was drafted from his bank account in the amount of $3,was only posted to his loan as a payment of $3,067.06. *** also requested information to begin the process of removing *** from his loan. Shellpoint applied the full payment of $3,to ***’s loanIt was included in the reversals required to correct a previous payment’s effective date in October To make the correction, Shellpoint had to reverse all payments since November 1, totaling $17,150.79, and re-applied the fundsA late fee was assessed on October 17, 2013, in the amount of $132.94, and it was paid on December 11, We did not reverse the late fee payment of $because it was a valid assessmentAfter re-posting all of the payments on March 6, 2014, a short principal payment ended up at the end of the transaction history, rather than in December when the late fee was paidThe principal payment that was re-posted for December should have been posted as $instead of $As a result, the principal payment that was re-posted for the March pay period was posted as $instead of $283.73. Shellpoint has reviewed the payment history and determined that the correct amount of funds have been applied to principalEnclosed please find a copy of ***’s loan history.
Per ***’s request for information pertaining to the removal of *** *** *** (“***”), Shellpoint mailed *** a *** Cancellation Form on March 12, *** should review the form, as it will inform him of the criteria for cancelling *** and he must agree to the expenses he might incur during the processThe form must be signed and returned to Shellpoint, before we will begin the process
If you have any further questions, comments or concerns, please contact me at***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
** *** ***, 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: *** *** Mortgage Loan Trust ***
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted March 20, regarding the above referenced loan.*** *** Mortgage Loan Trust ***”) currently owns the loan number ending in *** Mortgage Servicing (“***”) was the previous servicer of this *** loan, from December through December Effective December 30, 2013, the loan was transferred to *** *** Servicing, Inc(“***”) and their contact information is:
Customer Service: PO Box *** *** *** ***, UT 84165-
Phone: (*** ***
Hours 8:00AM-11:00PM Monday-Thursday, 8:00AM-9:00PM Friday, and 8:00AM-2:00PM Saturday MST
Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of *** Mortgage Servicing’s assets. The phone number and mailing addresses used to contact *** will be the same with Shellpoint
*** *** stated in the complaint, that he does not understand why it is so difficult to issue a refund and the previous response provided to the Revdex.com of Upstate South Carolina sounds like what *** has been telling him for the past three monthsAs stated in our previous response, a refund has been requested from *** insurance vendor. The refund was received on March 18, and was forwarded to *** via wire on March 21, 2014, to be posted to *** *** escrow account. 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
interesting that they made no mentioned all of their errors or that the previous company mailed incorrect info to the customers
The parent companies Vice President spoke with me yesterday and I am satisfied with his remedy for Shellpoint and their employees for the time being if this issue happens again, I will be back in touch
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
October 29,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** *** *** Corporation
Loan Number: ***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted October 20, regarding the above referenced loan. *** *** *** *** Corporation (“*** ***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of *** ***, on or about March 1, 2014.
Per the rebuttal, Ms*** expressed dissatisfaction that Shellpoint did not contact her with an explanation of what occurred with her tax payment. She advised that it seemed the only way she was able to get answers was to file a complaint. Ms*** requested again, that Shellpoint’s tax office send a hard copy of her tax bill along with all future tax payments.
By way of background, Ms*** contacted Shellpoint’s Customer Service department on October 1, 2014, regarding the tax payment Shellpoint issued to *** *** County on September 18, At that time, a research request was submitted to our tax department to look into the missing tax paymentOur Customer Service department is strictly an inbound call centerAlthough it is not standard protocol for our inbound Customer Service representatives to follow up and provide updates from their previous phone calls, the Customer Service representative agreed to follow up with Ms*** in this case, if/when they received any new informationHowever, Ms*** called back on October 3, 2014, two days later, expressing her dissatisfaction that the representative had not followed up with her regarding the issueThe same representative advised her that they had not yet received any new information to provide her withAt that point, Ms*** stated she would get an attorney involved
On October 8, 2014, Shellpoint’s tax department determined that the County had received the payment; however, the parcel number referenced for Ms***’s property was truncated and they were unable to post itAfter assisting the County in getting the payment posted, our tax department updated Ms***’s loan with an explanation of the issue, so that our Customer Service department could relay the information to Ms*** or her Attorney, in the event they called us backWe did not hear from Ms*** until we received the complaint
Shellpoint offers a variety of ways for our customers to contact us for assistanceAs stated above, Shellpoint’s Customer Service department is a high volume inbound call center. Our representatives do not typically have the opportunity to make outbound calls to provide updates from their previous phone callsFor this reason, we try to encourage our customers to allow a reasonable time frame for the issue to be resolved and they may follow up by calling our Customer Service department. As an alternative to calling our Customer Service department, customers may also visit our website and submit an email, or chat with a live representativeOur website also provides our address for customers to send written correspondence
Shellpoint is not able to send a hard copy of Ms***’s tax bill along with the tax paymentShellpoint utilizes a third party tax vendor to process property tax payments. The tax vendor sends the payments in bulk by wire, and cannot include a hard copy of the tax bill with the paymentOur tax vendor has corrected the parcel number for Ms***’s property in their system, so future tax payments will be credited appropriately.
We would like to apologize for any inconvenience experienced regarding this issue. Please know that Shellpoint takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization
If you have any further questions, comments or concerns, please contact me at 1-***
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
April 14,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID *** *** ***
Current Owner: *** *** Mortgage Association
Loan Number: ***
Reference Number: ***
Dear *** ***:
This letter is in response to the rebuttal submitted April 4, regarding the above referenced loan. *** *** Mortgage Association (“*** ***”) 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 rebuttal, Shellpoint contacted *** *** on April 9, for more information regarding the past due taxes that had been sold to a third party for collection. *** *** provided a copy of the document showing a total due of $490.50, payable to ***, LLC by March 15, 2014. Since the payoff date of March 15, has passed, our tax department has attempted to contact the third party to find out the current amount due, as of April 14, 2014. We followed up with *** *** on April 14, and assured him that Shellpoint will pay the past due taxes upon receipt of the new payoff amount. 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