Beattie Place, Suite*** Toll Free Phone 1-800-365-7107
"margin: 0in 0in 0pt;">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 12,
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 complaint submitted June 2, 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.
Mr*** stated in the complaint, that Shellpoint failed to provide proper IRS documents in a timely manner as it pertained to the mortgage interest paid in and the taxes paid through escrow in 2013. He pays an extra $every month to pay his loan off early and Shellpoint has made it extremely difficult to set up the additional payment each monthThe paperwork was snail mailed to him and he had to have two phone conversations about it, including one in which he had to make his monthly payment over the phone and pay a convenience fee of $5.00. Shellpoint holds his additional principal payments until the end of the month instead of applying the payments at the beginning of the month, when they are received. He would Shellpoint repay him any interest money gained through the late application of his principal payments, a refund of the $fee charged for the payment he made over the phone and some type of penalty for his time and frustration in dealing with Shellpoint.
Shellpoint mailed the IRS Forms for the reporting year of 2013, as required, by January 31, 2014. The initial forms did not include figures for property taxes paidHowever, the information was available on our website, or by calling our Customer Service Department. Revised forms were provided to those customers who requested them. Mr*** called our office on February 20, to advise that his form did not include property taxes paid in 2013. Our agent advised that a revised form would be sent and we provided Mr*** with the tax amount paid of $4,818.14.
Automatic Draft Authorization Forms (“ACH”) forms were mailed to Mr*** on September 24, and February 26, 2014. The forms are also available on our website, and can be emailed through our electronic signature vendor, Docusign. *** received a completed ACH form from Mr*** on November 7, and entered the ACH plan on November 12, 2013. Mr*** elected to have the plan begin drafting his checking account automatically on November 1, 2013; however, since a payment was received on November 3, for the November 1, due date, we set the plan up to begin drafting on December 1, 2013. Mr*** called customer service on November 15, and December 2, to confirm the ACH plan was set up and we confirmed on both phone calls. On February 25, 2014, Mr*** called to advise that he wanted to change the monthly draft amount of $2,to $2,and our agent advised that he would need to fill out a new form, which was mailed out on February 26, 2014. Shellpoint received the new ACH form on March 18, and set the plan up with the new draft amount, to begin drafting on May 1, 2014, per the start date on the authorization form. Mr*** called on April 10, to confirm the ACH was set up to begin drafting on May 1, 2014. Our agent confirmed that it wasMr*** advised that he would like to make the payment due April 1, over the phone. Our agent informed Mr*** that there would be a $fee to complete that transaction and Mr*** verbally agreed and proceeded with the payment The payment was entered in the amount of $2,800.00. The payment was posted to the full payment due of $2,268.61, for the April 1, due date. The balance of $was posted to unapplied, per our system’s payment application rules. Mr*** called customer service on April 28, and advised that the $that posted to unapplied should have been posted to principal. Our agent sent a request to our payment processing department to post the funds to principal and added special posting instructions to the loan, to post extra funds to principal in the future. The funds were reversed from unapplied and posted to principal on May 27, 2014. The payment was not posted with the effective date of the original payment of April 10, 2014, in error. This was corrected on June 9, when the payment to principal was reposted with an effective date of April 10, 2014. Shellpoint does not hold principal payments to be posted at the end of the month. Payments are posted when received. Since the loan now has special posting instructions regarding the application of extra funds, future posting issues should be avoided. Enclosed, please find a copy of the payment historyWe would like to apologize for any inconvenience experienced regarding this issue.
The posting correction of the April 10, principal payment adjusted the amount of interest assessed on the principal balance for the time period between April 10, and May 27, 2014. Shellpoint has listened to our phone calls with Mr*** and we will not credit the $convenience charge, as Mr*** elected to make the payment with a representative even after being advised of the charge.
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.
After Shellpoint began servicing my load I repeatedly received rude phone calls asking where my
payment wasI would explain that I was not getting the statements and I was told that their "system" showed that they were being mailed outI finally pulled the initial letter from February and used the account number and mailing address to send in my paymentI waited for my statements to start comingAgain I received another phone call asking where my payment was and I again told them that I was still waiting to start receiving my statementsI was told that they were being mailed out and my mailing address was verifiedI was also told that a new statement would be sent outI waited a week and never received itI again sent in my payment without a statementSince Shellpoint took over my loan in February I believe I have only received two statements from themAgain this month no statement and I have again sent in a payment without a statement to attach it toThis is a very unprofessional and poorly run business
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me. After carefully reviewing my paperwork, all correspondence states that this company is collecting a debt. When has a mortgage become a debt? Please have them explain
Regards,
*** ***
** *** Place, 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
April 22,
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 rebuttal received April 19, 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.
Per *** *** rebuttal, Shellpoint withdrew $1,and $1,on April 2, As a result, she incurred bank fees totaling $105.00. *** *** states that Shellpoint refuses to give her anything in writing from the supervisor of the department responsible for taking the $1,payments, an explanation for why it was drafted a second time, and written assurance that it will not happen again. If the funds are not placed back into her account today (the date of the rebuttal), she will have to pay an additional $in bank fees.
Shellpoint responded to *** *** complaint on April 3, regarding the second erroneous ACH draft that occurred on April 1, A copy of the response is enclosedUpon notification of this issue, Shellpoint identified the problem and found that *** *** banking information was inadvertently entered on another loan. Shellpoint has deleted the ACH plan on the incorrect loan so that no further drafts will occurPer *** *** verbal request on April 3, 2014, the ACH plan on her loan has also been stoppedShellpoint requested a wire refund of $1,for the incorrect draft on April 1, 2014, as well as a refund of $in bank fees. The funds should have arrived in *** *** account on Friday, April 4, 2014. We would like *** *** to accept our sincere apologies for the oversight and any disappointment experienced with Customer Service.
We would like*** *** to know that Shellpoint’s Correspondence Department responds to all written inquiries and complaints. The supervisor of the department where the error occurred does not respond to written correspondence. Please be assured, *** *** concerns have been brought to the attention of the appropriate people within our organizationAs stated above, the issue has been corrected and no further drafts will occur out of *** *** bank account, without her consent.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
Dear *** ***: This letter is in response to the complaint submitted May 13,
2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of the owner referenced above, on or about May 2, 2016. Per the complaint, Mr*** states Shellpoint is making unsolicited calls asking to service his loanHe further states that when he requested we stop calling, we informed him we must have the request in writing. Shellpoint began servicing Mr***’s loan on or about May 2, On May 9, 2016, Shellpoint mailed a letter to Mr*** informing him of the change of servicerThe letter also provides payment options, loan information and frequently asked questionsEnclosed is a copy of the letter. When Shellpoint acquires new accounts, it is our policy to contact the borrower by telephone in addition to the letter that is sent, to ensure they have the correct information as to where to send payments, etcBecause Mr*** was in his grace period for paying his May installment, it is also policy for Shellpoint to reach out to the borrower to remind them a payment is due. Upon receipt of this complaint, Shellpoint updated Mr***’s loan as ceaseWhen a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to our customer, except for that which is legally required. 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
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 13,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Insurance Corporation
Loan Number:***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted November 6, regarding the above referenced loan. *** *** Insurance Corporation (“***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** loan on or about March 1, 2014.
Ms. *** stated in the rebuttal that she repeatedly received rude phone calls asking where her payment wasShe explained that she had not been receiving statements and she would not make a payment until she received statements. Ms. *** advised that she finally made a payment by using the Acquisition Notice that Shellpoint mailed to her in February 2014. Ms. *** advises that she has not received a statement this month and, again, had to send her payment without a statement attached to it
Per Shellpoint’s previous response, we advised Ms.*** that we had corrected the system error and the next monthly statement was anticipated to be mailed on or about November 16, However, upon further review, Shellpoint has determined that Ms. *** has been paying this loan in advance. Our system does not generate statements on loans that are paid ahead, making the amount due zero. The next statement scheduled to be mailed on or about November 16, will not be generated because there is no payment or amount due until January 1, Providing Ms. *** does not make a payment prior to December 16, 2014, the next statement will generate on or about December 16, 2014, for the payment due January 1, 2015. We would like to apologize for any inconvenience experienced regarding this issue
Please know that Shellpoint takes its customer service obligations very seriously and Ms. *** 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
RE: Complaint ID: ***, *** *** ">Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted May 27, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about November 1, 2014. Per the complaint, Ms*** sent in funds via Certified Mail to Shellpoint to bring her loan currentThe funds were delivered to the Shellpoint Post Office Box on May 23, Ms. *** indicated that it has not been credited to the account as of the date of her complaint. Shellpoint received payment to bring Ms***’s loan current on Monday, May 23, The money was applied to the loan on May 31, 2016, with an effective date of May 23, 2016, which was the actual date of receiptEnclosed is a copy of the Loan History Summary. 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: (***
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 taxes to be paid were very late. To avoid having my credit rating lowered by the incompetencies of Resurgent, I paid the taxes on FEB 25, 2014. The amount was $350.36. The money from Resurgent arrived after I paid *** County. Obviously it hadn't been paid when they sent me the letter stating it had been paid several week earlier. *** County refunded the money to *** *** because the account was paid in full when it arrive.
Resurgent owes me $
To complicate this situation, Resurgent has sold my mortgage to another company
Regards,
*** ***
Dear Ms***: This letter is in response to the rebuttal submitted January 12, 2014, regarding the above referenced loan*** *** *** Mortgage Corporation (“*** ***”) currently owns the loan ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about March 1, 2014. Per the rebuttal, Mr*** advised that Shellpoint is still charging his debit account the PMI that they said was discontinued. Upon receipt of the rebuttal, Shellpoint’s Mortgage Insurance department contacted Mr***’s Private Mortgage Insurance (“PMI”) company and determined that the payment issued January 5, was for the December premiumSince the PMI was terminated effective December 1, 2014, the PMI company is refunding the last payment issued to them for the December 2014 premium, in the amount of $The funds will be returned to Mr*** escrow account. Shellpoint also performed a new escrow analysis (enclosed), without the monthly PMI payment, on December 23, The new analysis was mailed to Mr*** on December 23, 2014, showing his new monthly payment amount of $755.14, effective February 1, The new payment amount includes $for principal and interest and $for escrowThe new payment is a decrease from the former monthly payment amount of $829.22. If you have any further questions, comments or concerns, please contact me at 1-***. *** Sincerely, ** *** Shellpoint Mortgage Servicing Enclosure
Dear Ms***: This letter is in response to the rebuttal submitted February 25, 2015, regarding the above referenced loanGovernment *** *** Association (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan and began servicing it on or about April 2, Ms*** stated in her rebuttal that her escrow balance at the time of payoff was $Since she sold the house on January 15, and no longer owned the home, Shellpoint should not have paid the FHA mortgage insurance (MI) premium due on January 15, Ms*** believes she should have only paid for one half month of FHA MI because the home was sold mid-month, and nothing should be owed for February Ms*** also stated if the tax office did not receive a check from Shellpoint the check could be cancelled and reissued to herShellpoint can confirm that the escrow account balance was $at the time of payoffShellpoint refunded a total of $from the escrow account on or about February 3, to Ms***As explained in our previous response, FHA MI is paid in arrearsWhat was paid in February as the final disbursement, was for the January FHA premiumFHA MI is always paid in full monthly payments regardless of what day of the month the loan is paid offShellpoint also explained in the prior correspondence, a refund request has been submitted for $160.65, which is the remaining amount in the escrow accountThe refund takes five to seven business days to processShellpoint reached out the tax office and the tax office confirmed our payment was received by themThe tax office advised they will be disbursing a refund directly to Ms*** If you have any further questions, comments or concerns, please contact me at 1-***Sincerely, ** *** Shellpoint Mortgage Servicing
[redacted] Toll Free Phone [redacted]
"">[redacted] SC 29601 Toll Free Fax [redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 14,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID[redacted],[redacted]
Current Owner: [redacted] Association
Loan Number:[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 4, regarding the above referenced loan. [redacted] Association ("[redacted]") currently owns the loan number ending in [redacted]. [redacted], L.P., ("[redacted]") was the servicer of the [redacted] [redacted] loan beginning August 8, 2013. Effective March 1, 2014, [redacted] became part of Shellpoint Mortgage Servicing ("Shellpoint"), a division of [redacted], LLCThe address and phone number used to contact[redacted] will remain the same for Shellpoint
[redacted] stated in the complaint, that [redacted] is demanding payment on a loan that is not past due. [redacted] has requested [redacted] review the loan records, acknowledge the account is up to date and issue an apology. On December 6, 2013, [redacted] received a phone call from [redacted] regarding his payment dated November 27, We advised him that we had not yet received the payment. [redacted] called on December 23, because the payment still had not posted to his loan. While the agent reviewed his account, the call was disconnected by[redacted]We did not hear back from [redacted] for the remainder of December and January [redacted] began calling [redacted] throughout February because the loan was past dueWe were not able to reach him[redacted] emailed our Loss Mitigation department on March 2, advising that his account is not past due and explained that his payments are sent each month through online bill payAfter receiving the email, an agent contacted [redacted] to request proof of payment to help us investigate the matter. [redacted] provided the proofs of payment on March 11, 2014. Upon receipt of the proofs of payments, Shellpoint was able to locate two payments that were not postedCheck number [redacted], dated November 27, 2013, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of December 4, 2013. Check number [redacted], dated January 28, 2014, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of January 30, 2014. The late charges assessed to the loan on December 17, and January 17, were waivedA request has been submitted to [redacted] to update the [redacted] tradeline as "current" for the last reporting cycleThe next payment is due April 1, 2014. We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
join"miter">
[redacted] Place, Suite [redacted] Toll Free Phone 1-[redacted]
Greenville, SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 11,
Revdex.com of Upstate South Carolina
Attn:[redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Current Owner: [redacted] Mortgage Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 4, regarding the above referenced loan Federal National Mortgage Association ("[redacted]") currently owns the loan number ending in [redacted] Shellpoint Mortgage Servicing ("Shellpoint") is the servicer of this [redacted] loan and has been since March 1,
[redacted] stated in the complaint, that the Notice of Transfer of Service provided by [redacted] Mortgage Servicing ("[redacted] is unclear about when the transfer of service to Shellpoint will occur and where payments should be submitted. [redacted] also states that it is clear that she will be billed late fees. [redacted] advises that she has attempted to reach Shellpoint by phone, to confirm where payment should be sent, but has been unsuccessful. According to the Notice of Transfer of Service provided by [redacted] and Shellpoint (enclosed), the date of transfer was March 1, and the phone numbers and mailing addresses used to contact [redacted] will be the same with Shellpoint. Additionally, the Notice provides all contact information including the phone number, fax number, email address, website address and physical addresses for written inquiries and payments. Below the contact information, the Notice states that during the 60-day period following the effective date of transfer, payments received by the prior servicer on or before its due date may not be treated by the new servicer as late, and a late fee may not be imposed upon the customer. Shellpoint received a payment on March 4, and it was applied to the March 1, due dateThe loan is current and the next payment is due April 1, 2014.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure
[redacted] Toll Free Phone 1-[redacted]
"">[redacted] SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 27,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Current Owner: [redacted] Mortgage Association
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]
This letter is in response to the complaint submitted March 17, regarding the above referenced loan. [redacted] Mortgage Association ("[redacted]") currently owns the loan number ending in [redacted] Services, L.P., ("[redacted]") was the servicer of the [redacted] loan beginning October 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing ("Shellpoint") purchased substantially all of [redacted] mortgage servicing assets
[redacted] stated in the complaint, that Shellpoint has held two of their mortgage payments, in February and March and claim they are in default. The name of the mortgage company keeps changing and each time it changes, the company tries to force them into default. [redacted] also stated that the county taxes have not been paid out of their escrow account.
We received check # [redacted] on February 7, 2014; however, the check was post-dated for March 3, 2014. At that time, the loan was due for the February 1, paymentWe were not able to post the check until the date written on it, March 3, In the meantime, the loan became over thirty days past dueFor this reason, a Borrower's Solicitation Package was mailed to the [redacted] to advise them that the loan was past due and there may be options available to them, should they need assistance. No late charges were assessed to the loan and nothing derogatory was reported to the three major consumer reporting agencies, during that timeThe loan is current and the next payment is due April 1, 2014.
Per the complaint, [redacted] stated their county taxes have not been paid. [redacted] issued payment to [redacted] County on October 18, for the county taxes due November 1, 2013. [redacted] County confirmed receipt of the payment on October 31, 2013. [redacted] also issued payment to [redacted] City on October 18, for the city taxes due November 1, 2013. Shellpoint has since learned that the payment never made it to [redacted] City. As of the date of this correspondence, a new payment of $is being disbursed from the [redacted]' escrow account to [redacted] CityIn addition, Shellpoint is paying $in penalties and interest to [redacted] CityWe would like to apologize for any inconvenience experienced regarding this issue
Regarding [redacted] concerns about the change in mortgage companies, this loan originated with [redacted] Financial, LLC ("[redacted]") on July 24, [redacted] initially placed the loan with [redacted] Finance ("[redacted]") for servicing[redacted] withdrew the loan from [redacted] and transferred the servicing of the loan to [redacted], effective October 8, As stated above, Shellpoint purchased substantially all of [redacted] mortgage servicing assets effective March 1, 2013, making Shellpoint the current servicer.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
[redacted] Toll Free Phone [redacted]
"">[redacted], SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 19,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID[redacted]
Current Owner: [redacted] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 17, regarding the above referenced loan. [redacted] Association ("[redacted]") currently owns the loan number ending in[redacted]. Shellpoint Mortgage Servicing ("Shellpoint") is the servicer of this [redacted] loan and began servicing it on March 1, 2014.
[redacted] stated in the complaint, that he has experienced multiple issues with [redacted] Services, L.P("[redacted]"), now called Shellpoint Mortgage Servicing ("Shellpoint"), including late notices, lender-placed insurance, the tax form, and double billing. [redacted] requested a written response acknowledging the double billing and a clear explanation of future billing, including a schedule of the biweekly draft dates and amounts due. [redacted] also requested his loan be sold to another service provider, for better customer care.
Shellpoint would like to apologize for the inconvenience and dissatisfaction [redacted] has experienced. We appreciate the feedback from [redacted] and we will use it as an opportunity to improve upon customer concerns. Shellpoint takes its customer service obligations very seriously and his concerns have been brought to the attention of the appropriate people within our organization.
Per the complaint, [redacted] stated that he received a late notice while he was enrolled in bi-weekly auto-pay ("ACH"), and he has never been lateDue to an inadvertent error, a notice of late payment was sent to our bi-weekly customers in December We would like to apologize for the miscommunicationWe identified and corrected the issue and no further late notices were sent to our bi-weekly customers
Regarding the lender-placed insurance policy, Shellpoint requires proof of sufficient Master Condominium Hazard Insurance for any condominium mortgages we service. Notices were mailed to [redacted] in November and December 2013, advising him that we needed a current copy of the Master Condominium Policy ("MCP") held by his condominium association. Since we did not receive a response to our requests, we mailed a Notice on January 8, advising [redacted] that a lender-placed MCP was purchased on his behalf. Our records indicate we received evidence of receiving the proof of insurance on February 7, 2014, and we forwarded the proof to our insurance vendor to cancel the lender-placed policy. The cancellation notice was issued on February 26, Enclosed are copies of all of the above mentioned notices
[redacted] also stated in the complaint, that he was billed twice in one weekShellpoint's bi-weekly ACH system experienced an error that resulted in a double draft; the first on March 10, and the duplicate on March 12, 2014. All customers that were affected, including [redacted], were refunded for the duplicate draft on March 18, Shellpoint has identified and corrected the issue with the bi-weekly ACH system, so that the error will not recur
Per[redacted] request, we have enclosed the bi-weekly ACH Draft schedule for the remainder of Shellpoint's bi-weekly ACH plan will draft half of the monthly mortgage payment, every other MondayThe current payment amount on this loan is $1,723.35, which includes escrow. **. [redacted] requested that we draft an extra $per month for principal onlyTherefore, an additional $was added to each bi-weekly draft(the additional amount for each bi-weekly principal payment must be an even number)The full bi-weekly draft amount is currently $As stated on the ACH enrollment form, the monthly payment amount may vary due to interest rate and/or escrow changes, if applicable[redacted] will be notified of any change in monthly escrow payments. If the P&I and/or escrow amount changes, [redacted] is required to notify Shellpoint to change and authorize a new draft amount.
Regarding the Form 1098, the deadline imposed by the Internal Revenue Service for printing and mailing tax forms is January 31st[redacted] mailed all tax forms for the tax year by January 31,
Shellpoint is not able to transfer the loan to another servicer. The current owner of the loan, [redacted], decides who to place the loan with for servicingWe would like to apologize for any disappointment this may cause
If you have any further questions, comments or concerns, please contact me at [redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enlcosures
RE: Complaint ID: [redacted] Borrower: [redacted] Verdana;">Property Address: [redacted] Avenue, [redacted], WI 53218 Reference Number: [redacted]
Dear [redacted]: This letter is in response to the complaint submitted December 1, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about January 1, 2016. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she signed a Cash for Keys agreement with Shellpoint and has yet to receive her check. The Shellpoint representative, Arthur M[redacted], told her she would be responsible for the removal of someone else’s property and would also be held accountable for any garbage or recycling left for normal pickup. When she called the attorney representing Shellpoint, she was informed Mr. M[redacted] should have given her the money when she turned over the keys. She further states the attorney has contacted Shellpoint twice with no response. According to Shellpoint records, when the Cash for Keys inspection was performed, there were still personal items remaining in the basement and on the exterior of the property; therefore, the check was not released to Ms. [redacted]. However, after reviewing the file and speaking with Ms. [redacted], it was determined the check would be released to her today. Mr. M[redacted] should be contacting Ms. [redacted] shortly if he has not already done so. Additionally, Shellpoint has not received any communication from the attorney as Ms. [redacted] has stated. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted]
[redacted] Toll Free Phone 1-[redacted]
"">Greenville, SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 18,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Subject Property: [redacted], MA
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 17, to Shellpoint Mortgage Servicing ("Shellpoint"). Effective March 1, 2014, Shellpoint began servicing the loan on behalf of [redacted] Mortgage Corporation
[redacted] stated in the complaint, that she received a letter from the Escalations Department stating we will accept $158,to satisfy the loan. However, she continues to get letters telling her she owes over $152,and threatening foreclosure.
Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of the satisfaction of the loan, as Shellpoint strives to provide excellent service to all of its customers. Please know that we acknowledge the letter previously mailed to her confirming that the funds in the amount of $158,would be considered sufficient to pay the loan in full, and Shellpoint has honored that determination
We respectfully request that [redacted] disregard any notice she has received regarding the status of the loan, as our records have been updated to reflect the loan as paid in full. Enclosed, please find a copy of the Release of Mortgage/Deed of Trust that has been issued to the [redacted] County for recording
If you have any further questions, comments or concerns, please contact me at ([redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure: Release of Mortgage/Deed of Trust
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
They were contacted by me March 4th. They refused to even acknowledge receiving the money($1072.58). After 3 weeks and contacting your office they suddenly "found" the money? That is just wrong! I want a written apology and full explanation of how they were able to access my account and withdraw the $1072.58 and have no record of me sending them the account information? I want to know why there is nothing being done about the people that put me on hold or sent my call to a full voice mail of a supposed supervisor. I want to know why I was not permitted to talk to the people responsible for taking the money to start with. I had no money for food, bills, etc. for 3 weeks because of their arrogance!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
I was asking to send any personal info request in writing not by phone(did not know them and was very confuse situation). They were buying and selling the mortgage without my inmediate knowledge. They were refusing to take my payment electronically. They are very rude people. I have 60 days to pay without fee and not report my credit( until March 31). Finally they are taking two payment at the same time, one from the ACH and another one sent from my bank. This happened because they never answer about the form that I sent them for the ACH, so I set up the payment automatic with my Bank. I received a letter on the 11th, saying that they we're taking my payment on the 10th and I had 3 days to cancel the payment. How if I receive the letter on the 11th and they took the payment on the 10th, I could cancel the payment?
I called them to see if they could hold the check sent it by bank( again they do not accept electronic payment), because I was ready to make my next payment on March 31th or before, that was my grace period according to them, but they refused it and said if the check has not fund they are charging me 25.
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: Bank of [redacted]
Loan Number: xxxxx[redacted]
Reference Number:[redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted August 1, 2014 regarding the above referenced loan. [redacted] as Trustee for [redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“Resurgent”) was the service of this loan beginning December 15, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Ms. [redacted] stated in the complaint that Shellpoint has been harassing her and her husband regarding a payment of over $15,000.00 that they say is due NOW. She and her husband completed a loan modification with her previous mortgage company, who informed her that at the maturity of the loan, they would owe a balloon payment of the $15,000.00. Shellpoint continues to call her regarding this amount and is told that the payment is due now. Shellpoint also informed her that a monthly payment was missing. After conferencing her bank in on a phone call, the missing payment was located and we agreed to waive the late charges. However, it has been over a week and Shellpoint is still calling.
By way of background,[redacted] began servicing this loan on December 15, 2013. According to the records supplied by [redacted], N.A. (“[redacted]”), the loan was modified in November 2010 by [redacted] (enclosed). The terms included a Deferred Principal Balance of $53,876.09 due upon maturity, plus the “Other Deferred Balance” of $12,881.89 due upon maturity, along with the remaining balance of $264,633.05 due upon maturity. [redacted] later made a correction to the amount of the “Other Deferred Amount” from $12,881.89 to $15,419.66, and notified Ms. [redacted] in a notice dated April 28, 2011 (enclosed). Upon transfer to[redacted] instructed us to classify the “Other Deferred Balance” as a fee. Shellpoint is unable to reclassify the fee, as it will not balance with [redacted]’s information, if altered. The fee did not appear in the monthly statements until the statement dated February 16, 2014, when a change was made to the formatting of the statements. We are submitting a request to our vendor to see if we can exclude the fee from future monthly statements, and the total amount due showing on the loan. Unfortunately, this process may take some time.
Shellpoint located a misapplied payment on July 28, 2014 and advised Ms. [redacted] that the payment would be re-posted to her loan. Shellpoint posted the payment to Ms. [redacted] loan on August 1, 2014, with an effective date of July 15, 2014. We also waived the late charges that were assessed as a result of the oversight on August 1, 2014.
We would like to apologize for any inconvenience experienced regarding these issues.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: [redacted], LLC
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted October 12, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of [redacted], on or about March 1, 2014.
Ms. [redacted] stated in the complaint that she received a property tax credit of $1,331.84, which was applied directly to her tax bill. In turn, Ms. [redacted] requested an adjustment to her monthly escrow payment to account for the credit. Ms. [redacted] advised that she was denied any adjustment to her monthly payment, and that Shellpoint would continue to collect the current amount due for the escrow items due in 2015. Ms. [redacted] advised that the purpose of applying for the tax credit was to alleviate some of the financial burden associated with the repayment plan she has agreed to. Ms. [redacted] has requested that Shellpoint provide her with a payment adjustment, since enough funds have already been collected to pay both the taxes and homeowner’s insurance premium that were due in 2014.
Shellpoint’s tax department confirmed that the original estimated tax payments due in 2014 totaled $2,514.41. The tax department contacted [redacted] County to confirm that a tax credit does exist for Ms. [redacted]’s property and Shellpoint is only required to pay [redacted] County one payment of $1,065.22 for the year. Shellpoint performed a new escrow analysis, dated October 24, 2014, which will reduce the monthly escrow payment amount from $319.80 to $206.27 (enclosed). Effective with the payment due October 1, 2014, Ms. [redacted]’s monthly mortgage payment will be reduced from $1,735.01 to $1,621.48. Please be advised, the loan is currently past due for the July 1, 2014 due date.
Ms. [redacted] is currently enrolled in a temporary repayment plan (“RPP”) designed to bring her loan current in a twelve month period (enclosed). According to the plan, Ms. [redacted] is required to pay the current monthly payment amount of $1,735.01, plus a supplemental amount of $434.69, for twelve months. This makes the total RPP payment amount $2,170.00, due each month during the period of August 1, 2014 through July 1, 2015 (twelve RPP payments). To date, Shellpoint has only received two RPP payments of $2,170.00 towards the plan, bringing the due date on the loan to July 1, 2014. Enclosed is a copy of the loan transaction history, for your reference.
Ms. [redacted]’s loss mitigation specialist, [redacted], is aware of the upcoming change in the monthly escrow payment (once the loan reaches the October 1, 2014 due date). Mr. [redacted] is reviewing the loan for a possible revision to the repayment plan. Ms. [redacted] may reach him directly at ([redacted] to follow up on this request.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Beattie Place, Suite*** Toll Free Phone 1-800-365-7107
"margin: 0in 0in 0pt;">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 12,
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 complaint submitted June 2, 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.
Mr*** stated in the complaint, that Shellpoint failed to provide proper IRS documents in a timely manner as it pertained to the mortgage interest paid in and the taxes paid through escrow in 2013. He pays an extra $every month to pay his loan off early and Shellpoint has made it extremely difficult to set up the additional payment each monthThe paperwork was snail mailed to him and he had to have two phone conversations about it, including one in which he had to make his monthly payment over the phone and pay a convenience fee of $5.00. Shellpoint holds his additional principal payments until the end of the month instead of applying the payments at the beginning of the month, when they are received. He would Shellpoint repay him any interest money gained through the late application of his principal payments, a refund of the $fee charged for the payment he made over the phone and some type of penalty for his time and frustration in dealing with Shellpoint.
Shellpoint mailed the IRS Forms for the reporting year of 2013, as required, by January 31, 2014. The initial forms did not include figures for property taxes paidHowever, the information was available on our website, or by calling our Customer Service Department. Revised forms were provided to those customers who requested them. Mr*** called our office on February 20, to advise that his form did not include property taxes paid in 2013. Our agent advised that a revised form would be sent and we provided Mr*** with the tax amount paid of $4,818.14.
Automatic Draft Authorization Forms (“ACH”) forms were mailed to Mr*** on September 24, and February 26, 2014. The forms are also available on our website, and can be emailed through our electronic signature vendor, Docusign. *** received a completed ACH form from Mr*** on November 7, and entered the ACH plan on November 12, 2013. Mr*** elected to have the plan begin drafting his checking account automatically on November 1, 2013; however, since a payment was received on November 3, for the November 1, due date, we set the plan up to begin drafting on December 1, 2013. Mr*** called customer service on November 15, and December 2, to confirm the ACH plan was set up and we confirmed on both phone calls. On February 25, 2014, Mr*** called to advise that he wanted to change the monthly draft amount of $2,to $2,and our agent advised that he would need to fill out a new form, which was mailed out on February 26, 2014. Shellpoint received the new ACH form on March 18, and set the plan up with the new draft amount, to begin drafting on May 1, 2014, per the start date on the authorization form. Mr*** called on April 10, to confirm the ACH was set up to begin drafting on May 1, 2014. Our agent confirmed that it wasMr*** advised that he would like to make the payment due April 1, over the phone. Our agent informed Mr*** that there would be a $fee to complete that transaction and Mr*** verbally agreed and proceeded with the payment The payment was entered in the amount of $2,800.00. The payment was posted to the full payment due of $2,268.61, for the April 1, due date. The balance of $was posted to unapplied, per our system’s payment application rules. Mr*** called customer service on April 28, and advised that the $that posted to unapplied should have been posted to principal. Our agent sent a request to our payment processing department to post the funds to principal and added special posting instructions to the loan, to post extra funds to principal in the future. The funds were reversed from unapplied and posted to principal on May 27, 2014. The payment was not posted with the effective date of the original payment of April 10, 2014, in error. This was corrected on June 9, when the payment to principal was reposted with an effective date of April 10, 2014. Shellpoint does not hold principal payments to be posted at the end of the month. Payments are posted when received. Since the loan now has special posting instructions regarding the application of extra funds, future posting issues should be avoided. Enclosed, please find a copy of the payment historyWe would like to apologize for any inconvenience experienced regarding this issue.
The posting correction of the April 10, principal payment adjusted the amount of interest assessed on the principal balance for the time period between April 10, and May 27, 2014. Shellpoint has listened to our phone calls with Mr*** and we will not credit the $convenience charge, as Mr*** elected to make the payment with a representative even after being advised of the charge.
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.
After Shellpoint began servicing my load I repeatedly received rude phone calls asking where my
payment wasI would explain that I was not getting the statements and I was told that their "system" showed that they were being mailed outI finally pulled the initial letter from February and used the account number and mailing address to send in my paymentI waited for my statements to start comingAgain I received another phone call asking where my payment was and I again told them that I was still waiting to start receiving my statementsI was told that they were being mailed out and my mailing address was verifiedI was also told that a new statement would be sent outI waited a week and never received itI again sent in my payment without a statementSince Shellpoint took over my loan in February I believe I have only received two statements from themAgain this month no statement and I have again sent in a payment without a statement to attach it toThis is a very unprofessional and poorly run business
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me. After carefully reviewing my paperwork, all correspondence states that this company is collecting a debt. When has a mortgage become a debt? Please have them explain
Regards,
*** ***
** *** Place, 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
April 22,
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 rebuttal received April 19, 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.
Per *** *** rebuttal, Shellpoint withdrew $1,and $1,on April 2, As a result, she incurred bank fees totaling $105.00. *** *** states that Shellpoint refuses to give her anything in writing from the supervisor of the department responsible for taking the $1,payments, an explanation for why it was drafted a second time, and written assurance that it will not happen again. If the funds are not placed back into her account today (the date of the rebuttal), she will have to pay an additional $in bank fees.
Shellpoint responded to *** *** complaint on April 3, regarding the second erroneous ACH draft that occurred on April 1, A copy of the response is enclosedUpon notification of this issue, Shellpoint identified the problem and found that *** *** banking information was inadvertently entered on another loan. Shellpoint has deleted the ACH plan on the incorrect loan so that no further drafts will occurPer *** *** verbal request on April 3, 2014, the ACH plan on her loan has also been stoppedShellpoint requested a wire refund of $1,for the incorrect draft on April 1, 2014, as well as a refund of $in bank fees. The funds should have arrived in *** *** account on Friday, April 4, 2014. We would like *** *** to accept our sincere apologies for the oversight and any disappointment experienced with Customer Service.
We would like*** *** to know that Shellpoint’s Correspondence Department responds to all written inquiries and complaints. The supervisor of the department where the error occurred does not respond to written correspondence. Please be assured, *** *** concerns have been brought to the attention of the appropriate people within our organizationAs stated above, the issue has been corrected and no further drafts will occur out of *** *** bank account, without her consent.
If you have any further questions, comments or concerns, please contact me at 1-***
Sincerely,
** ***
Shellpoint Mortgage Servicing
Enclosure
Dear *** ***: This letter is in response to the complaint submitted May 13,
2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of the owner referenced above, on or about May 2, 2016. Per the complaint, Mr*** states Shellpoint is making unsolicited calls asking to service his loanHe further states that when he requested we stop calling, we informed him we must have the request in writing. Shellpoint began servicing Mr***’s loan on or about May 2, On May 9, 2016, Shellpoint mailed a letter to Mr*** informing him of the change of servicerThe letter also provides payment options, loan information and frequently asked questionsEnclosed is a copy of the letter. When Shellpoint acquires new accounts, it is our policy to contact the borrower by telephone in addition to the letter that is sent, to ensure they have the correct information as to where to send payments, etcBecause Mr*** was in his grace period for paying his May installment, it is also policy for Shellpoint to reach out to the borrower to remind them a payment is due. Upon receipt of this complaint, Shellpoint updated Mr***’s loan as ceaseWhen a cease and desist request is received by our office, Shellpoint places a restriction on the account so that no further written or verbal contact is made to our customer, except for that which is legally required. 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
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 13,
Revdex.com of Upstate South Carolina
Attn: *** ***
North Church St, Suite C
Greenville, SC
RE: Complaint ID ***, *** ***
Current Owner: *** *** Insurance Corporation
Loan Number:***
Reference Number: ***
Dear Ms***:
This letter is in response to the rebuttal submitted November 6, regarding the above referenced loan. *** *** Insurance Corporation (“***”) currently owns the loan number ending in *** Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** loan on or about March 1, 2014.
Ms. *** stated in the rebuttal that she repeatedly received rude phone calls asking where her payment wasShe explained that she had not been receiving statements and she would not make a payment until she received statements. Ms. *** advised that she finally made a payment by using the Acquisition Notice that Shellpoint mailed to her in February 2014. Ms. *** advises that she has not received a statement this month and, again, had to send her payment without a statement attached to it
Per Shellpoint’s previous response, we advised Ms.*** that we had corrected the system error and the next monthly statement was anticipated to be mailed on or about November 16, However, upon further review, Shellpoint has determined that Ms. *** has been paying this loan in advance. Our system does not generate statements on loans that are paid ahead, making the amount due zero. The next statement scheduled to be mailed on or about November 16, will not be generated because there is no payment or amount due until January 1, Providing Ms. *** does not make a payment prior to December 16, 2014, the next statement will generate on or about December 16, 2014, for the payment due January 1, 2015. We would like to apologize for any inconvenience experienced regarding this issue
Please know that Shellpoint takes its customer service obligations very seriously and Ms. *** 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
RE: Complaint ID: ***, *** *** ">Reference Number: *** Dear *** ***: This letter is in response to the complaint submitted May 27, 2016, regarding the above referenced loanShellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about November 1, 2014. Per the complaint, Ms*** sent in funds via Certified Mail to Shellpoint to bring her loan currentThe funds were delivered to the Shellpoint Post Office Box on May 23, Ms. *** indicated that it has not been credited to the account as of the date of her complaint. Shellpoint received payment to bring Ms***’s loan current on Monday, May 23, The money was applied to the loan on May 31, 2016, with an effective date of May 23, 2016, which was the actual date of receiptEnclosed is a copy of the Loan History Summary. 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: (***
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 taxes to be paid were very late. To avoid having my credit rating lowered by the incompetencies of Resurgent, I paid the taxes on FEB 25, 2014. The amount was $350.36. The money from Resurgent arrived after I paid *** County. Obviously it hadn't been paid when they sent me the letter stating it had been paid several week earlier. *** County refunded the money to *** *** because the account was paid in full when it arrive.
Resurgent owes me $
To complicate this situation, Resurgent has sold my mortgage to another company
Regards,
*** ***
Dear Ms***: This letter is in response to the rebuttal submitted January 12, 2014, regarding the above referenced loan*** *** *** Mortgage Corporation (“*** ***”) currently owns the loan ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the *** *** loan on or about March 1, 2014. Per the rebuttal, Mr*** advised that Shellpoint is still charging his debit account the PMI that they said was discontinued. Upon receipt of the rebuttal, Shellpoint’s Mortgage Insurance department contacted Mr***’s Private Mortgage Insurance (“PMI”) company and determined that the payment issued January 5, was for the December premiumSince the PMI was terminated effective December 1, 2014, the PMI company is refunding the last payment issued to them for the December 2014 premium, in the amount of $The funds will be returned to Mr*** escrow account. Shellpoint also performed a new escrow analysis (enclosed), without the monthly PMI payment, on December 23, The new analysis was mailed to Mr*** on December 23, 2014, showing his new monthly payment amount of $755.14, effective February 1, The new payment amount includes $for principal and interest and $for escrowThe new payment is a decrease from the former monthly payment amount of $829.22. If you have any further questions, comments or concerns, please contact me at 1-***. *** Sincerely, ** *** Shellpoint Mortgage Servicing Enclosure
Dear Ms***: This letter is in response to the rebuttal submitted February 25, 2015, regarding the above referenced loanGovernment *** *** Association (“*** ***”) currently owns the loan number ending in ***Shellpoint Mortgage Servicing (“Shellpoint”) is the servicer of this *** *** loan and began servicing it on or about April 2, Ms*** stated in her rebuttal that her escrow balance at the time of payoff was $Since she sold the house on January 15, and no longer owned the home, Shellpoint should not have paid the FHA mortgage insurance (MI) premium due on January 15, Ms*** believes she should have only paid for one half month of FHA MI because the home was sold mid-month, and nothing should be owed for February Ms*** also stated if the tax office did not receive a check from Shellpoint the check could be cancelled and reissued to herShellpoint can confirm that the escrow account balance was $at the time of payoffShellpoint refunded a total of $from the escrow account on or about February 3, to Ms***As explained in our previous response, FHA MI is paid in arrearsWhat was paid in February as the final disbursement, was for the January FHA premiumFHA MI is always paid in full monthly payments regardless of what day of the month the loan is paid offShellpoint also explained in the prior correspondence, a refund request has been submitted for $160.65, which is the remaining amount in the escrow accountThe refund takes five to seven business days to processShellpoint reached out the tax office and the tax office confirmed our payment was received by themThe tax office advised they will be disbursing a refund directly to Ms*** If you have any further questions, comments or concerns, please contact me at 1-***Sincerely, ** *** Shellpoint Mortgage Servicing
[redacted] Toll Free Phone [redacted]
"">[redacted] SC 29601 Toll Free Fax [redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 14,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID[redacted],[redacted]
Current Owner: [redacted] Association
Loan Number:[redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 4, regarding the above referenced loan. [redacted] Association ("[redacted]") currently owns the loan number ending in [redacted]. [redacted], L.P., ("[redacted]") was the servicer of the [redacted] [redacted] loan beginning August 8, 2013. Effective March 1, 2014, [redacted] became part of Shellpoint Mortgage Servicing ("Shellpoint"), a division of [redacted], LLCThe address and phone number used to contact[redacted] will remain the same for Shellpoint
[redacted] stated in the complaint, that [redacted] is demanding payment on a loan that is not past due. [redacted] has requested [redacted] review the loan records, acknowledge the account is up to date and issue an apology. On December 6, 2013, [redacted] received a phone call from [redacted] regarding his payment dated November 27, We advised him that we had not yet received the payment. [redacted] called on December 23, because the payment still had not posted to his loan. While the agent reviewed his account, the call was disconnected by[redacted]We did not hear back from [redacted] for the remainder of December and January [redacted] began calling [redacted] throughout February because the loan was past dueWe were not able to reach him[redacted] emailed our Loss Mitigation department on March 2, advising that his account is not past due and explained that his payments are sent each month through online bill payAfter receiving the email, an agent contacted [redacted] to request proof of payment to help us investigate the matter. [redacted] provided the proofs of payment on March 11, 2014. Upon receipt of the proofs of payments, Shellpoint was able to locate two payments that were not postedCheck number [redacted], dated November 27, 2013, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of December 4, 2013. Check number [redacted], dated January 28, 2014, in the amount of $1,200.00, was posted to the loan on March 12, with an effective date of January 30, 2014. The late charges assessed to the loan on December 17, and January 17, were waivedA request has been submitted to [redacted] to update the [redacted] tradeline as "current" for the last reporting cycleThe next payment is due April 1, 2014. We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
join"miter">
[redacted] Place, Suite [redacted] Toll Free Phone 1-[redacted]
Greenville, SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 11,
Revdex.com of Upstate South Carolina
Attn:[redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Current Owner: [redacted] Mortgage Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 4, regarding the above referenced loan Federal National Mortgage Association ("[redacted]") currently owns the loan number ending in [redacted] Shellpoint Mortgage Servicing ("Shellpoint") is the servicer of this [redacted] loan and has been since March 1,
[redacted] stated in the complaint, that the Notice of Transfer of Service provided by [redacted] Mortgage Servicing ("[redacted] is unclear about when the transfer of service to Shellpoint will occur and where payments should be submitted. [redacted] also states that it is clear that she will be billed late fees. [redacted] advises that she has attempted to reach Shellpoint by phone, to confirm where payment should be sent, but has been unsuccessful. According to the Notice of Transfer of Service provided by [redacted] and Shellpoint (enclosed), the date of transfer was March 1, and the phone numbers and mailing addresses used to contact [redacted] will be the same with Shellpoint. Additionally, the Notice provides all contact information including the phone number, fax number, email address, website address and physical addresses for written inquiries and payments. Below the contact information, the Notice states that during the 60-day period following the effective date of transfer, payments received by the prior servicer on or before its due date may not be treated by the new servicer as late, and a late fee may not be imposed upon the customer. Shellpoint received a payment on March 4, and it was applied to the March 1, due dateThe loan is current and the next payment is due April 1, 2014.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure
[redacted] Toll Free Phone 1-[redacted]
"">[redacted] SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 27,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Current Owner: [redacted] Mortgage Association
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]
This letter is in response to the complaint submitted March 17, regarding the above referenced loan. [redacted] Mortgage Association ("[redacted]") currently owns the loan number ending in [redacted] Services, L.P., ("[redacted]") was the servicer of the [redacted] loan beginning October 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing ("Shellpoint") purchased substantially all of [redacted] mortgage servicing assets
[redacted] stated in the complaint, that Shellpoint has held two of their mortgage payments, in February and March and claim they are in default. The name of the mortgage company keeps changing and each time it changes, the company tries to force them into default. [redacted] also stated that the county taxes have not been paid out of their escrow account.
We received check # [redacted] on February 7, 2014; however, the check was post-dated for March 3, 2014. At that time, the loan was due for the February 1, paymentWe were not able to post the check until the date written on it, March 3, In the meantime, the loan became over thirty days past dueFor this reason, a Borrower's Solicitation Package was mailed to the [redacted] to advise them that the loan was past due and there may be options available to them, should they need assistance. No late charges were assessed to the loan and nothing derogatory was reported to the three major consumer reporting agencies, during that timeThe loan is current and the next payment is due April 1, 2014.
Per the complaint, [redacted] stated their county taxes have not been paid. [redacted] issued payment to [redacted] County on October 18, for the county taxes due November 1, 2013. [redacted] County confirmed receipt of the payment on October 31, 2013. [redacted] also issued payment to [redacted] City on October 18, for the city taxes due November 1, 2013. Shellpoint has since learned that the payment never made it to [redacted] City. As of the date of this correspondence, a new payment of $is being disbursed from the [redacted]' escrow account to [redacted] CityIn addition, Shellpoint is paying $in penalties and interest to [redacted] CityWe would like to apologize for any inconvenience experienced regarding this issue
Regarding [redacted] concerns about the change in mortgage companies, this loan originated with [redacted] Financial, LLC ("[redacted]") on July 24, [redacted] initially placed the loan with [redacted] Finance ("[redacted]") for servicing[redacted] withdrew the loan from [redacted] and transferred the servicing of the loan to [redacted], effective October 8, As stated above, Shellpoint purchased substantially all of [redacted] mortgage servicing assets effective March 1, 2013, making Shellpoint the current servicer.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
[redacted] Toll Free Phone [redacted]
"">[redacted], SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 19,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID[redacted]
Current Owner: [redacted] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 17, regarding the above referenced loan. [redacted] Association ("[redacted]") currently owns the loan number ending in[redacted]. Shellpoint Mortgage Servicing ("Shellpoint") is the servicer of this [redacted] loan and began servicing it on March 1, 2014.
[redacted] stated in the complaint, that he has experienced multiple issues with [redacted] Services, L.P("[redacted]"), now called Shellpoint Mortgage Servicing ("Shellpoint"), including late notices, lender-placed insurance, the tax form, and double billing. [redacted] requested a written response acknowledging the double billing and a clear explanation of future billing, including a schedule of the biweekly draft dates and amounts due. [redacted] also requested his loan be sold to another service provider, for better customer care.
Shellpoint would like to apologize for the inconvenience and dissatisfaction [redacted] has experienced. We appreciate the feedback from [redacted] and we will use it as an opportunity to improve upon customer concerns. Shellpoint takes its customer service obligations very seriously and his concerns have been brought to the attention of the appropriate people within our organization.
Per the complaint, [redacted] stated that he received a late notice while he was enrolled in bi-weekly auto-pay ("ACH"), and he has never been lateDue to an inadvertent error, a notice of late payment was sent to our bi-weekly customers in December We would like to apologize for the miscommunicationWe identified and corrected the issue and no further late notices were sent to our bi-weekly customers
Regarding the lender-placed insurance policy, Shellpoint requires proof of sufficient Master Condominium Hazard Insurance for any condominium mortgages we service. Notices were mailed to [redacted] in November and December 2013, advising him that we needed a current copy of the Master Condominium Policy ("MCP") held by his condominium association. Since we did not receive a response to our requests, we mailed a Notice on January 8, advising [redacted] that a lender-placed MCP was purchased on his behalf. Our records indicate we received evidence of receiving the proof of insurance on February 7, 2014, and we forwarded the proof to our insurance vendor to cancel the lender-placed policy. The cancellation notice was issued on February 26, Enclosed are copies of all of the above mentioned notices
[redacted] also stated in the complaint, that he was billed twice in one weekShellpoint's bi-weekly ACH system experienced an error that resulted in a double draft; the first on March 10, and the duplicate on March 12, 2014. All customers that were affected, including [redacted], were refunded for the duplicate draft on March 18, Shellpoint has identified and corrected the issue with the bi-weekly ACH system, so that the error will not recur
Per[redacted] request, we have enclosed the bi-weekly ACH Draft schedule for the remainder of Shellpoint's bi-weekly ACH plan will draft half of the monthly mortgage payment, every other MondayThe current payment amount on this loan is $1,723.35, which includes escrow. **. [redacted] requested that we draft an extra $per month for principal onlyTherefore, an additional $was added to each bi-weekly draft(the additional amount for each bi-weekly principal payment must be an even number)The full bi-weekly draft amount is currently $As stated on the ACH enrollment form, the monthly payment amount may vary due to interest rate and/or escrow changes, if applicable[redacted] will be notified of any change in monthly escrow payments. If the P&I and/or escrow amount changes, [redacted] is required to notify Shellpoint to change and authorize a new draft amount.
Regarding the Form 1098, the deadline imposed by the Internal Revenue Service for printing and mailing tax forms is January 31st[redacted] mailed all tax forms for the tax year by January 31,
Shellpoint is not able to transfer the loan to another servicer. The current owner of the loan, [redacted], decides who to place the loan with for servicingWe would like to apologize for any disappointment this may cause
If you have any further questions, comments or concerns, please contact me at [redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enlcosures
RE: Complaint ID: [redacted] Borrower: [redacted] Verdana;">Property Address: [redacted] Avenue, [redacted], WI 53218 Reference Number: [redacted]
Dear [redacted]: This letter is in response to the complaint submitted December 1, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about January 1, 2016. Please note, Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon customer concerns. Per the complaint, Ms. [redacted] states she signed a Cash for Keys agreement with Shellpoint and has yet to receive her check. The Shellpoint representative, Arthur M[redacted], told her she would be responsible for the removal of someone else’s property and would also be held accountable for any garbage or recycling left for normal pickup. When she called the attorney representing Shellpoint, she was informed Mr. M[redacted] should have given her the money when she turned over the keys. She further states the attorney has contacted Shellpoint twice with no response. According to Shellpoint records, when the Cash for Keys inspection was performed, there were still personal items remaining in the basement and on the exterior of the property; therefore, the check was not released to Ms. [redacted]. However, after reviewing the file and speaking with Ms. [redacted], it was determined the check would be released to her today. Mr. M[redacted] should be contacting Ms. [redacted] shortly if he has not already done so. Additionally, Shellpoint has not received any communication from the attorney as Ms. [redacted] has stated. We would like to apologize for any inconvenience regarding this issue. If you have any further questions, comments, or concerns, please contact me at [redacted] Sincerely, L. F[redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: (866)[redacted]
[redacted] Toll Free Phone 1-[redacted]
"">Greenville, SC 29601 Toll Free Fax 1-[redacted]
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
March 18,
Revdex.com of Upstate South Carolina
Attn: [redacted]
North Church St, Suite C
Greenville, SC
RE: Complaint ID [redacted]
Subject Property: [redacted], MA
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 17, to Shellpoint Mortgage Servicing ("Shellpoint"). Effective March 1, 2014, Shellpoint began servicing the loan on behalf of [redacted] Mortgage Corporation
[redacted] stated in the complaint, that she received a letter from the Escalations Department stating we will accept $158,to satisfy the loan. However, she continues to get letters telling her she owes over $152,and threatening foreclosure.
Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of the satisfaction of the loan, as Shellpoint strives to provide excellent service to all of its customers. Please know that we acknowledge the letter previously mailed to her confirming that the funds in the amount of $158,would be considered sufficient to pay the loan in full, and Shellpoint has honored that determination
We respectfully request that [redacted] disregard any notice she has received regarding the status of the loan, as our records have been updated to reflect the loan as paid in full. Enclosed, please find a copy of the Release of Mortgage/Deed of Trust that has been issued to the [redacted] County for recording
If you have any further questions, comments or concerns, please contact me at ([redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure: Release of Mortgage/Deed of Trust
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
They were contacted by me March 4th. They refused to even acknowledge receiving the money($1072.58). After 3 weeks and contacting your office they suddenly "found" the money? That is just wrong! I want a written apology and full explanation of how they were able to access my account and withdraw the $1072.58 and have no record of me sending them the account information? I want to know why there is nothing being done about the people that put me on hold or sent my call to a full voice mail of a supposed supervisor. I want to know why I was not permitted to talk to the people responsible for taking the money to start with. I had no money for food, bills, etc. for 3 weeks because of their arrogance!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
I was asking to send any personal info request in writing not by phone(did not know them and was very confuse situation). They were buying and selling the mortgage without my inmediate knowledge. They were refusing to take my payment electronically. They are very rude people. I have 60 days to pay without fee and not report my credit( until March 31). Finally they are taking two payment at the same time, one from the ACH and another one sent from my bank. This happened because they never answer about the form that I sent them for the ACH, so I set up the payment automatic with my Bank. I received a letter on the 11th, saying that they we're taking my payment on the 10th and I had 3 days to cancel the payment. How if I receive the letter on the 11th and they took the payment on the 10th, I could cancel the payment?
I called them to see if they could hold the check sent it by bank( again they do not accept electronic payment), because I was ready to make my next payment on March 31th or before, that was my grace period according to them, but they refused it and said if the check has not fund they are charging me 25.
Thanks
55 Beattie Place, Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
August 8, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: Bank of [redacted]
Loan Number: xxxxx[redacted]
Reference Number:[redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted August 1, 2014 regarding the above referenced loan. [redacted] as Trustee for [redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“Resurgent”) was the service of this loan beginning December 15, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Ms. [redacted] stated in the complaint that Shellpoint has been harassing her and her husband regarding a payment of over $15,000.00 that they say is due NOW. She and her husband completed a loan modification with her previous mortgage company, who informed her that at the maturity of the loan, they would owe a balloon payment of the $15,000.00. Shellpoint continues to call her regarding this amount and is told that the payment is due now. Shellpoint also informed her that a monthly payment was missing. After conferencing her bank in on a phone call, the missing payment was located and we agreed to waive the late charges. However, it has been over a week and Shellpoint is still calling.
By way of background,[redacted] began servicing this loan on December 15, 2013. According to the records supplied by [redacted], N.A. (“[redacted]”), the loan was modified in November 2010 by [redacted] (enclosed). The terms included a Deferred Principal Balance of $53,876.09 due upon maturity, plus the “Other Deferred Balance” of $12,881.89 due upon maturity, along with the remaining balance of $264,633.05 due upon maturity. [redacted] later made a correction to the amount of the “Other Deferred Amount” from $12,881.89 to $15,419.66, and notified Ms. [redacted] in a notice dated April 28, 2011 (enclosed). Upon transfer to[redacted] instructed us to classify the “Other Deferred Balance” as a fee. Shellpoint is unable to reclassify the fee, as it will not balance with [redacted]’s information, if altered. The fee did not appear in the monthly statements until the statement dated February 16, 2014, when a change was made to the formatting of the statements. We are submitting a request to our vendor to see if we can exclude the fee from future monthly statements, and the total amount due showing on the loan. Unfortunately, this process may take some time.
Shellpoint located a misapplied payment on July 28, 2014 and advised Ms. [redacted] that the payment would be re-posted to her loan. Shellpoint posted the payment to Ms. [redacted] loan on August 1, 2014, with an effective date of July 15, 2014. We also waived the late charges that were assessed as a result of the oversight on August 1, 2014.
We would like to apologize for any inconvenience experienced regarding these issues.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosures
55 Beattie Place, Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
October 27, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Current Owner: [redacted], LLC
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted October 12, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on behalf of [redacted], on or about March 1, 2014.
Ms. [redacted] stated in the complaint that she received a property tax credit of $1,331.84, which was applied directly to her tax bill. In turn, Ms. [redacted] requested an adjustment to her monthly escrow payment to account for the credit. Ms. [redacted] advised that she was denied any adjustment to her monthly payment, and that Shellpoint would continue to collect the current amount due for the escrow items due in 2015. Ms. [redacted] advised that the purpose of applying for the tax credit was to alleviate some of the financial burden associated with the repayment plan she has agreed to. Ms. [redacted] has requested that Shellpoint provide her with a payment adjustment, since enough funds have already been collected to pay both the taxes and homeowner’s insurance premium that were due in 2014.
Shellpoint’s tax department confirmed that the original estimated tax payments due in 2014 totaled $2,514.41. The tax department contacted [redacted] County to confirm that a tax credit does exist for Ms. [redacted]’s property and Shellpoint is only required to pay [redacted] County one payment of $1,065.22 for the year. Shellpoint performed a new escrow analysis, dated October 24, 2014, which will reduce the monthly escrow payment amount from $319.80 to $206.27 (enclosed). Effective with the payment due October 1, 2014, Ms. [redacted]’s monthly mortgage payment will be reduced from $1,735.01 to $1,621.48. Please be advised, the loan is currently past due for the July 1, 2014 due date.
Ms. [redacted] is currently enrolled in a temporary repayment plan (“RPP”) designed to bring her loan current in a twelve month period (enclosed). According to the plan, Ms. [redacted] is required to pay the current monthly payment amount of $1,735.01, plus a supplemental amount of $434.69, for twelve months. This makes the total RPP payment amount $2,170.00, due each month during the period of August 1, 2014 through July 1, 2015 (twelve RPP payments). To date, Shellpoint has only received two RPP payments of $2,170.00 towards the plan, bringing the due date on the loan to July 1, 2014. Enclosed is a copy of the loan transaction history, for your reference.
Ms. [redacted]’s loss mitigation specialist, [redacted], is aware of the upcoming change in the monthly escrow payment (once the loan reaches the October 1, 2014 due date). Mr. [redacted] is reviewing the loan for a possible revision to the repayment plan. Ms. [redacted] may reach him directly at ([redacted] to follow up on this request.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosures