This letter is in response to the complaint submitted June 24, 2014 regarding the above referenced loan. [redacted] Street, LLC (“[redacted] Street”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] Street loan beginning August 3, 2007. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Ms. [redacted] stated in the complaint, that she mailed her last payment of her loan on February 24, 2014, and as of March 14, 2014 the check had not been cashed. Ms. [redacted] made another payment by phone on March 14, 2014 in order to pay off the loan. Ms. [redacted] advised that on March 17, 2014, the phone payment was drafted from her bank account and the next day, the original payment she made by check also cleared her account. Ms. [redacted] requested a refund of the overpayment. Ms. [redacted] made a payment on March 14, 2014 through our automated pay-by-phone system (IVR), in the amount of $157.46. Shellpoint posted it to the loan the same date, but there was still a remaining balance of $1.38 on the loan. Later that same day, Shellpoint received check number [redacted] in the amount of $157.46. Since the check amount was more than the balance on the loan, the payment was held as unapplied funds. Mr. [redacted] contacted us on March 19, 2014 to make us aware of the double payment and requested the unapplied funds be used to pay off the loan and then the credit balance be refunded. Mr. [redacted] request was processed on March 20, 2014. Once Shellpoint confirmed the funds cleared, a refund for $156.08 was disbursed to the [redacted] on June 23, 2014, via check number [redacted]. 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].
This letter is in response to the complaint submitted August 31, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective...
March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLC. Borrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed there. I was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double payment. This is not acceptable and needs to be corrected as I should not have to be penalized for your mistakes. Shellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection Bureau. Please refer to our enclosed letter dated September 10, 2015, and its enclosures. Please be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted], and advised him that a loan modification has been approved. This particular loan modification would not consist of a trial period. The Loan Modification Agreement will be sent to Ms. [redacted] under separate cover to sign and send back to Shellpoint’s office. If Ms. [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension [redacted], for further assistance. She may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at [redacted].com. Sincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10, 2015
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted] Association
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted July 2, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning July 31, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that he called about a missing payment but the agent could not provide any information and advised they would call him back. However, he never heard from anyone and has received no responses to the emails he has sent through Shellpoint’s website. Mr. [redacted] would like his account status corrected to reflect payments received on time and also reported to the credit reporting agencies.
By way of background, [redacted] began servicing the loan on July 31, 2013. [redacted] and Shellpoint received payments from Mr. [redacted] prior to the due date each month, until March 1, 2014. According to our records, Mr. [redacted] called Shellpoint on April 3, 2014 disputing the late charge assessed on March 17, 2014. He stated his monthly payments are submitted automatically by his bank prior to the due date. We advised him that we would check with our payment processing vendor to see if a payment from his bank could be located. A supervisor attempted to follow up with Mr. [redacted] on May 5, 2014, May 8, 2014, May 9, 2014 and May 13, 2014 in reference to the missing payment that was due March 1, 2014. We received a call back from Mr. [redacted] on May 13, 2014 and the supervisor advised him that we have escalated the inquiry to our payment processing vendor and we are still waiting on a response. However, once we had a resolution from them we would follow up with Mr.[redacted]. Our payment processing vendor later advised us that they had not been able to locate the payment that Mr. [redacted] bank submitted for March 1, 2014. A two sided copy of the cancelled check, or at least the check number, would make it easier for us to research the issue. We attempted to reach Mr. [redacted] on May 16, 2014 to advise him of this, but we were unable to reach him. Upon receipt of the complaint, Shellpoint continued to research the payment and we were able to locate it. The check number was[redacted] and it had been posted to the incorrect loan number due to a mis-read with the payment scanner. The payment has been posted to Mr. [redacted] loan with an effective date of March 6, 2014, when it was received. The next payment is due September 1, 2014. Nothing derogatory was reporting to the consumer reporting agencies and the late charge assessed on March 17, 2014 has been waived. We would like to apologize for any inconvenience Mr. [redacted] experienced regarding this issue.
Regarding Mr.[redacted] emails, [redacted]’s Loan Servicing department received an email from Mr. [redacted] on June 30, 2014 regarding an escrow account. Shellpoint responded to the email in a letter dated July 7, 2014 (enclosed). The only other email received from Mr. [redacted] was
on August 25, 2013. It was regarding a notice Mr. [redacted] received on August 22, 2013 stating the account was past due. [redacted] responded to the email by letter dated August 29, 2013, informing him the notice was sent in error (enclosed). Our Loan Servicing department is not in receipt of any other emails from Mr. [redacted]. In addition, Shellpoint is unaware of any communication sent to Mr. [redacted] regarding a change to his contract. If Mr. [redacted] would like to provide a copy of this communication, we will gladly investigate.
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] as [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted August 18, 2014 regarding the above referenced loan. [redacted] as [redacted] I (“[redacted]”) currently owns the loan number ending in[redacted] [redacted], L.P. (“[redacted]”) was the servicer of this loan beginning January 21, 2014. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint that he inquired with Shellpoint about a possible loan modification. Shellpoint did not help at all, but charged him for an appraisal that was ordered for the modification review.
Shellpoint received a phone call from Mr. [redacted] on May 8, 2014, at which time he inquired about a loan modification, or help with paying his mortgage. Shellpoint Mr. [redacted] with instructions on what was required for a loan modification review and how to access the required loan modification application documents on our website. Shellpoint began receiving the required documents on May 19, 2014 and a valuation was ordered on May 21, 2014. A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property. On May 21, 2014, Shellpoint advised Mr. [redacted] that according to his preliminary evaluation, he qualified for an investor loan modification. We explained that because his interest rate was already quite low, at 3.00%, the terms of the loan would have to be extended to 480 months, in order to lower the monthly payment. Mr. [redacted] stated that he would think about this and our agent advised that if he did not wish to proceed with the modification, he should continue to make his regular monthly payments. As of June 6, 2014, Mr. [redacted] advised that he would continue making regular payments on the loan and Shellpoint closed out the loan modification process. Shellpoint is unable to refund Mr. [redacted] for the $95.00 valuation fee. The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome.
If you have any further questions, comments or concerns, please contact me at [redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted August...
13, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Investors, L.P. currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt from the [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the above referenced property. Per the complaint, [redacted] stated Shellpoint is inaccurately reporting the loan to the consumer reporting agencies; however there was no specific details or documentation included with the complaint to describe or evidence the alleged error. As stated above, the [redacted] personal liability was discharged through bankruptcy and they are not obligated to pay the debt. If the [redacted]’s wish to retain the home, they may voluntarily make the monthly payments. However, the consumer reporting agencies (“CRA’s) will not report any new information after the date of discharge. Therefore, the tradeline will simply be reported as “discharged through Chapter 7 bankruptcy”, with the Account Status as of the date of discharge. The CRA’s will suppress any further payment history, balance, or past due amount. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. By way of background, Mrs. [redacted] called us on August 11, 2015 and spoke with Shellpoint’s Customer Service department. We advised her of the due date of the loan if she chooses to continue [redacted] making payments. At this time, Mrs. [redacted] expressed concerns that Shellpoint reported the loan to the CRA’s as being past due. The Customer Service representative overlooked the “discharged” status of the loan and explained how payments are reported when the loan has not been discharged through bankruptcy. Please accept our sincere apologies for the oversight. The representative advised Mrs. [redacted] that payments are reported “late” when they are more than 30 days past due. They also advised Mrs. [redacted] that there were no outstanding late fees on the loan, which is not the case. Mrs. [redacted] began using profanity during the phone conversation and was told if she continued to speak that way the call would be terminated. Mrs. [redacted] continued using profanity, which resulted in the termination of the call. On August 13, 2015, Mrs. [redacted] contacted Shellpoint again and advised the loan was being reported negatively and is preventing her from refinancing. Mrs. [redacted] was transferred to a Customer Service Supervisor who advised her that we would be reviewing the account in our Loan Servicing department to determine if the loan is being reporting incorrectly to the CRA’s. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’s. Shellpoint is reporting that the loan was “Discharged through Chapter 7 Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The borrowers have the right to request documentation supporting our determination that no error has occurred. Enclosed are copies of the Account Reporting Reviews supplied by Trans Union for both Mr. and Mrs. [redacted], which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both borrowers. If Mr. or Mrs. [redacted]h have any documentation indicating an otherwise, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Shellpoint Mortgage gives you nothing but "lip service" when you are trying to resolve an issue! For over a month now, I have been trying to get them to resolve an issue that is there responsibility because of the an incorrect paperwork filing. I have sold my house and cannot close because of their inability to produce proper documentation to my title company. They always say the same thing "we're working on it". My buyer is ready to back out - I will never do business with or would ever recommend this company again!
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.
I was NOT expecting that Shellpoint's tax office contact me directly. I was expecting that they would respond to the Shellpoint customer service agent who was requesting information on my behalf in order to resolve the issue. The customer service department was NOT able to assist me because they needed information from the tax department. As we have established, the tax department was NOT responding. Only after I filed a complaint with you (the Revdex.com) did I get any response at all. Upon realizing the error that was made (referencing an incomplete parcel number) Shellpoint should have contacted me with an update on what happened. It should not take me having to file a complaint to get some answers. I am responsible for ensuring that my property taxes are paid on time and had it not been for my efforts, this situation probably still would not be resolved. My county's treasurer office was getting ready to send the check back to Shellpoint and meanwhile penalties would have been accruing on my account. The bottom line is Shellpoint's customer service and the way they handled this whole situation is a disgrace. Additionally, as I already requested, for all future tax payments, I want Shellpoint's tax office to send a hard copy of my tax bill along with the check. This is a reasonable request in light of what I had to go through to resolve this matter.
Regards,
[redacted]
Do not recall that letter coming but that is only part of problem. I received a letter and email stating that they had set up an escrow account on my loan. I don't see how that can be legal as the contract my wife and I signed specifically stated no escrow. Also stated insurance not paid but I paid the bill myself. I had my agent send proof of payment and coverage on approx. 6-30-14.
RE: Complaint ID [redacted] Property Address: [redacted] Circle, [redacted], TN 37040 Current Owner: [redacted] Mortgage Corporation Loan Number: [redacted] Reference Number: [redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted December 29, 2014, regarding the above referenced loan. [redacted] Mortgage Corporation (“[redacted]”) currently owns the loan ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan on or about March 1, 2014. Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint directly from Mr. [redacted] on December 4, 2014. We responded to the complaint with a letter dated January 2, 2014 (enclosed). Also enclosed are copies of the letters generated by our Mortgage Insurance department regarding the Private Mortgage Insurance (“PMI”) cancellation on this loan. The first letter dated December 12, 2014 was automatically generated when Shellpoint received the above referenced correspondence dated December 4, 2014 from Mr. [redacted], requesting the cancellation of the PMI effective December 31, 2014. The second letter dated December 17, 2014 advised that PMI was no longer a requirement on the loan. The third letter dated January 2, 2014 advised the same. Unfortunately, Shellpoint did not discover in Mr. [redacted]’s file, a second letter dated December 12, 2014, referencing an incorrect property address and advising that the PMI request was in progress. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted]
[redacted] Shellpoint Mortgage Servicing Enclosures [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.
Upon review the mortgage company has provided a lengthy though incomplete summary of events, left off are three addl phone calls pertaining to 1. The tax document requests and 2. application of my addl principle payments.
Regardless the amount of consumer interaction outlined in their notice for such seemlingly simple requests should provide a clear picture as to the general beaurocratic nature and lack of consumer concern.
Their official response is not acceptable as it does not compensate for past issues nor does it define clear corrective steps to prevent future issues, rather it just provides a incomplete history of what I believe to be clear incompetiance and lack of ownership in their missteps.
I would like to pursue compensation, clear action steps to correct in a timely manner along with a commitment to prevent similar issues from occurring moving forward.
Thank you for your time.
Regards,
[redacted]
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the rebuttal submitted September 22, 2014 regarding the above referenced loan. [redacted] c/o [redacted], [redacted], dba [redacted] (“[redacted]”) currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, 2014.
Ms. [redacted] stated in the rebuttal that since her intentions regarding lien on the above referenced property were discussed at the time of the bankruptcy hearing, she is under no obligation to have a discussion with Shellpoint regarding the lien, unless she chooses to. She did not request Shellpoint stop sending monthly statements and statements should be sent to her for informational purposes only. If she needs to contact Shellpoint, she will do so, and Shellpoint should not contact her by phone under any circumstances.
As stated previously, Shellpoint understands that Ms. [redacted]’s personal liability was discharged with the Chapter 7 Bankruptcy. Shellpoint is not attempting to collect the debt from her, as her personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Since the creditor has the right to enforce the lien, Shellpoint is permitted to make contact with Ms. [redacted] to determine her intentions with the property. Shellpoint is not demanding payment or attempting to collect the debt from Ms. [redacted], but rather seeking to determine how she wishes to proceed regarding the mortgage lien.
As previously stated, this loan has been updated as cease and desist. Although Ms. [redacted] requested to only cease phone calls and would like to continue receiving statements, Shellpoint is not able cease just one form of communication without ceasing all communications. We could suppress phone calls from our automated dialer, but that would not prevent manual phone calls for other circumstances. Since Ms. [redacted] has requested that we not contact her by phone under any circumstances, we have chosen to place the cease and desist status on the loan. As explained previously, no further written or verbal contact will be made with Ms. [redacted], including billing monthly statements (except for that which may be legally required). If Ms. [redacted] wishes to receive statements, she must submit a signed, written request to remove the cease and desist status from her loan. Since this loan was involved in a bankruptcy action, we would also need her to sign a Billing Statement Request Form to authorize Shellpoint to begin sending monthly billing statements. We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted] Insurance Company
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms.[redacted]
This letter is in response to the complaint submitted September 5, 2014 regarding the above referenced loan. [redacted] Insurance Company (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of [redacted] on or about August 1, 2014.
Ms. [redacted] stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, 2014. She has a grace period until the 16th of the month, and no late fee may be assessed to the loan if the payment is received prior to the expiration of the grace period. Shellpoint continued to call her until she blocked the phone number, at which time Shellpoint began calling family members for her alternate contact information for her. She has requested that Shellpoint discontinue harassing her and transfer her loan to an alternate bank or mortgage company.
By way of background, Shellpoint began servicing this loan on August 1, 2014 on behalf of [redacted]. [redacted] requires that Shellpoint contact the customer if a 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 date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has updated Ms. [redacted]’s loan to discontinue the automated courtesy calls during the fifteen day grace period. However, Shellpoint may contact her manually by phone, only if/when needed. Shellpoint has not updated the loan with a cease and desist status because that would discontinue all communication, both verbal and written, including monthly billing statements. Ms. [redacted] expressed that she wishes to continue receiving monthly billing statements.
Shellpoint is not able to transfer the loan to another servicer. [redacted] is the current owner of the loan and they decide who to place the loan with for servicing. We would like to apologize for any disappointment this may cause.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
This letter is in response to the complaint submitted June 16, 2015 regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Mrs. [redacted] stated in the complaint that Mr. [redacted] fell ill and the payment of this loan fell behind. Shellpoint has been calling her husband’s phone multiple times per day, between 9:00 AM and 9:00 PM, which has interrupted calls from Mr. [redacted]’s doctors. Mrs. [redacted] would like Shellpoint to contact her and her husband through email instead of by phone. Please note that Shellpoint’s records indicate the loan was discharged through a Chapter 7 Bankruptcy. Shellpoint is not attempting to collect the debt from Mr. and Mrs. [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint is continuing to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Mr. and Mrs. [redacted] have expressed their intentions to retain the property secured by the above referenced loan and are making voluntary payments in order to do so. In response to Mrs. [redacted]’s request for email communication, unfortunately Shellpoint does not communicate loan information via email, as it is not a secure form of communication. Shellpoint offers three options for limiting communication: Cease Automated Dialer calls: This prevents courtesy calls from occurring when a payment hasn’t been received timely. However, this will not prevent manual calls from Shellpoint. Cease Phone Calls Only: This will prevent all phone communication from Shellpoint to a phone number that we currently have on file for the borrower. Shellpoint would not be able to make any phone calls to the borrower for any reason. Cease and Desist all communication. This prevents both phone calls and all written correspondence, except for that which may be legally required. Please note, this would prevent Shellpoint from sending monthly billing statements to the borrower. Should Mrs. [redacted] choose to select one of the above options to limit the scope of Shellpoint’s communication with her and her husband, we ask that she provide a written request for one of the above options. She may fax her request to Shellpoint’s Loan Servicing Department at fax number [redacted] or email [redacted]@shellpointmtg.com, and we will gladly honor her request. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]
First of all, Shellpoint did not explain why it took so long for the overpayment they received from me and why it took 3 weeks to cash the check I had sent them. Second of all, the phone correspondence I had with Shellpoint on numerous occassions about my overpayment did they mention I was still short $1.38. I received 2 letters during that time stating I overpaid $157.46 and the second letter stating my loan was paid off. The last payment on my loan stated I could pay my original payment or the payoff payment which was $157.46. I finally received my partial overpayment on 06/27/2014 of $156.07, a difference of $1.39 that is still owed to me cause I have no idea where this $1.38 is coming from and have received nothing at all informing me of this! This company is totally unbelievable and just lie when you speak to them and make things up. As far as I am concerned, they still owe me $1.39! Its the point of the matter!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this is VERY CLOSE to resolving my complaint:
1) Thank you VERY much to Shellpoint Mortgage Servicing (used to be Resurgent Mortgage Servicing) for their 28 adjustments to my account. I AGREE with everything they have indicated through February, 2014.
2) (To avoid any possible late fees) I just started automatic withdrawal from my checking account. As shown in the enclosure (and Resurgent's automatic payment confirmation letter), the March 1, 2014 automatic payment was $3200.00. Shellpoint's transaction shows the amount was $3067.06. Please correct this entry.
As long as future automatic payments are fully credited to my account, I am prepared to close this complaint.
As long as I have Shellpoint's attention, please send me the procedure to remove [redacted] from this mortgage.
Thank you again to Revdex.com and Shellpoint for the prompt resolution of this matter. Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted January...
28, 2015 regarding the above referenced loan. [redacted] Insurance Corporation (“[redacted]”) currently owns the loan number ending in [redacted] Services, L.P (“[redacted]”) began servicer the [redacted] loan on or about October 26, 2011. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets and Shellpoint is the current servicer. Per the complaint, Ms. [redacted] states that both [redacted] and Shellpoint have been debiting her checking account since February of 2014. Ms. [redacted] would like to be refunded and would like a letter of apology. By way of background, [redacted] began automatically drafting Ms. [redacted]’s checking account in December of 2011, in the amount of $67.00 per month, after receipt of a signed automatic draft (ACH) authorization form. This ACH plan was set up by [redacted] Payment Processing Department in their payment processing system. Due to an inadvertent error in June of 2013, [redacted] switched to a new ACH system and transferred Ms. [redacted]’s ACH information to the new system. However, they did not cancel the original ACH plan form their old system. Only the payments showing pending July 2013 through December 2013 were cancelled. As a result, January of 2014 through April of 2014 payments were drafted out of both systems, resulting in one payment of $66.00 and one payment of $67.00 being drafted each month from Ms. [redacted]’s checking account. These payments were posted to the December 2013 through June 1, 2014 due dates and one payment of $66.00 was posted to principal. A manager attempted to correct the issue on May 5, 2014, but was unaware of the ACH plan that was still in force in [redacted] old system. A temporary stop was placed on the ACH plan in the [redacted] current ACH system until August 2014. The payments that were scheduled and pending in [redacted] old system through November 2014 were cancelled. However, the ACH plan itself was not cancelled from the old system. For this reason, the double draft began to re-occur in December 2014 and continued through January 2015. The payments were posted to the December 2014 and January 2015 due dates, and the two extra payments of $66.00 each were posted to principal. The issue was finally identified in January 2015 and the ACH plan in the old system was cancelled. Ms. [redacted] should not experience any additional issues with double drafts. All three payments of $66.00 that were posted to principal have been refunded to Ms. [redacted]. Once check of $66.00 was sent on January 8, 2015. A second refund check for the two additional payments of $66.00 was sent to Ms. [redacted] by Fedex on February 5, 2015. The tracking number for that shipment is [redacted]. 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-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [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] Mortgage Association
Loan Number: xxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted July 29, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) started servicing the [redacted] loan on May 13, 2014.
Mr. [redacted] stated in the complaint that his wife recently refinanced her mortgage through [redacted] Financial, LLC, (“[redacted]”). At closing she filled out the autopay form and attached a voided check so that Shellpoint could automatically draft the funds from her bank account each month. The first payment was due July 1, 2014, but Shellpoint never drafted the funds because the form was apparently incomplete. Mr. [redacted] stated that instead of reaching out to him or his wife by mail or phone, Shellpoint waited until the payment was late before beginning to harass them with daily phone calls. Mr. [redacted] advised that after the issue was explained, Shellpoint refused to waive the late fee assessed in July 2014. Mr. [redacted] has requested a letter of apology as well as the waiver of the July 2014 late fee. In addition, he requests that any negative marks reported on his wife’s credit report be removed.
Shellpoint would like to apologize for any inconvenience experienced regarding this issue. We received an incomplete automatic draft (ACH) form directly from the lender, [redacted] Financial, on May 16, 2014. The form did not include a start date or a monthly draft amount. The same day, Shellpoint replied to the loan officer at [redacted] and requested they provide a complete form, so that we could set up the ACH plan. Shellpoint began attempting to contact Ms. [redacted] on July 11, 2014, when the payment due July 1, 2014 had not yet arrived. We reached Mr. [redacted] on July 24, 2014, who informed us that he would make a payment by phone on July 27, 2014. Shellpoint also mailed a new ACH authorization form to Ms. [redacted], for her to complete and return.
On July 29, 2014, we received a phone call from Mr. [redacted]. We advised him that the July 2014 payment was past due and the ACH form still needed to be filled out completely. We also informed Mr. [redacted] that Shellpoint would not waive the late fee assessed July 17, 2014, as the payment was not late as a result of Shellpoint’s error.
We did not receive a new/complete ACH form from Ms. [redacted] or Mr. [redacted]. However, Mr. [redacted] contacted [redacted] regarding the matter on July 29, 2014. [redacted] reached out to Shellpoint and proposed we go ahead and set up the ACH plan using the incomplete form and [redacted] provided us with the additional information needed. Shellpoint agreed to set up the ACH plan with draft dates of the 1st of the month. Since July 1, 2014 had already passed, Shellpoint confirmed with Mr. [redacted] that we should draft the July payment on July 30, 2014, and then draft the August payment on August 1, 2014. We would then continue drafting on the first of each month thereafter. Shellpoint also informed Mr. [redacted] that we would be waiving the late fee assessed July 17, 2014, in the amount of $49.45.
Please accept our sincere apologies for any inconvenience experienced regarding the set up of the ACH plan on this loan. 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-[redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Although the business statement is incorrect - I HAVE NEVER RECEIVED A STATEMENT FROM [redacted] OR SHELLPOINT - I will wait to see if they do as stated and start sending statements.
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID: [redacted], [redacted]
Current Owner: [redacted] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms.[redacted]:
This letter is in response to the rebuttal submitted December 16, 2014, regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan, on or about March 1, 2014.
Mr. [redacted] stated in the rebuttal that Shellpoint’s previous response did not solve the issue of his mortgage broker’s request to complete a CEMA (Consolidated Extension and Modification Agreement).
Shellpoint would like to extend our most sincere apologies to Mr. [redacted] for the difficulties he has experienced in acquiring the CEMA. Shellpoint submitted a request for the original documents required to complete the CEMA process on July 10, 2014. As of the date of this letter, we have received the original note and a certified copy of the mortgage from the document custodian. The documents were forwarded to the attorney handling the file, on December 17, 2014.
Please know that Shellpoint takes its customer service obligations very seriously and Mr. [redacted]’s concerns have been brought to the attention of the appropriate people within our organization.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
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
June 26, 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] Street, LLC
Loan Number: xxxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted June 24, 2014 regarding the above referenced loan. [redacted] Street, LLC (“[redacted] Street”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] Street loan beginning August 3, 2007. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Ms. [redacted] stated in the complaint, that she mailed her last payment of her loan on February 24, 2014, and as of March 14, 2014 the check had not been cashed. Ms. [redacted] made another payment by phone on March 14, 2014 in order to pay off the loan. Ms. [redacted] advised that on March 17, 2014, the phone payment was drafted from her bank account and the next day, the original payment she made by check also cleared her account. Ms. [redacted] requested a refund of the overpayment. Ms. [redacted] made a payment on March 14, 2014 through our automated pay-by-phone system (IVR), in the amount of $157.46. Shellpoint posted it to the loan the same date, but there was still a remaining balance of $1.38 on the loan. Later that same day, Shellpoint received check number [redacted] in the amount of $157.46. Since the check amount was more than the balance on the loan, the payment was held as unapplied funds. Mr. [redacted] contacted us on March 19, 2014 to make us aware of the double payment and requested the unapplied funds be used to pay off the loan and then the credit balance be refunded. Mr. [redacted] request was processed on March 20, 2014. Once Shellpoint confirmed the funds cleared, a refund for $156.08 was disbursed to the [redacted] on June 23, 2014, via check number [redacted]. We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted August 31, 2015 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective...
March 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Management Services V, LLC. Borrower stated in the complaint, It is difficult and near impossible to get in contact with your point of contact as they do not return your calls and they either intentionally create issues to slow down the process or they have a lack of qualified individuals employed there. I was approved for a modification but there was a mix up with the date the trial payments were to start that required me to have to make a double payment. This is not acceptable and needs to be corrected as I should not have to be penalized for your mistakes. Shellpoint recently addressed the issues and concerns listed in the borrower’s complaint via the Consumer Financial Protection Bureau. Please refer to our enclosed letter dated September 10, 2015, and its enclosures. Please be advised that Shellpoint has previously spoken to the borrower’s authorized representative, [redacted], and advised him that a loan modification has been approved. This particular loan modification would not consist of a trial period. The Loan Modification Agreement will be sent to Ms. [redacted] under separate cover to sign and send back to Shellpoint’s office. If Ms. [redacted] or her authorized representative has further questions, they may contact the loan’s assigned loss mitigation specialist, [redacted] at (888) [redacted] extension [redacted], for further assistance. She may also contact Shellpoint’s Loss Mitigation Department at (866) [redacted] or she may contact Shellpoint’s Escalations Department at (888) [redacted] Monday through Friday between the hours of 8:00 a.m. to 5:00 p.m. (EST). You may also reach us via email at [redacted].com. Sincerely, Escalation Department Shellpoint Mortgage Servicing Enclosure: letter dated September 10, 2015
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
July 8, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted] Association
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted July 2, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning July 31, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that he called about a missing payment but the agent could not provide any information and advised they would call him back. However, he never heard from anyone and has received no responses to the emails he has sent through Shellpoint’s website. Mr. [redacted] would like his account status corrected to reflect payments received on time and also reported to the credit reporting agencies.
By way of background, [redacted] began servicing the loan on July 31, 2013. [redacted] and Shellpoint received payments from Mr. [redacted] prior to the due date each month, until March 1, 2014. According to our records, Mr. [redacted] called Shellpoint on April 3, 2014 disputing the late charge assessed on March 17, 2014. He stated his monthly payments are submitted automatically by his bank prior to the due date. We advised him that we would check with our payment processing vendor to see if a payment from his bank could be located. A supervisor attempted to follow up with Mr. [redacted] on May 5, 2014, May 8, 2014, May 9, 2014 and May 13, 2014 in reference to the missing payment that was due March 1, 2014. We received a call back from Mr. [redacted] on May 13, 2014 and the supervisor advised him that we have escalated the inquiry to our payment processing vendor and we are still waiting on a response. However, once we had a resolution from them we would follow up with Mr.[redacted]. Our payment processing vendor later advised us that they had not been able to locate the payment that Mr. [redacted] bank submitted for March 1, 2014. A two sided copy of the cancelled check, or at least the check number, would make it easier for us to research the issue. We attempted to reach Mr. [redacted] on May 16, 2014 to advise him of this, but we were unable to reach him. Upon receipt of the complaint, Shellpoint continued to research the payment and we were able to locate it. The check number was[redacted] and it had been posted to the incorrect loan number due to a mis-read with the payment scanner. The payment has been posted to Mr. [redacted] loan with an effective date of March 6, 2014, when it was received. The next payment is due September 1, 2014. Nothing derogatory was reporting to the consumer reporting agencies and the late charge assessed on March 17, 2014 has been waived. We would like to apologize for any inconvenience Mr. [redacted] experienced regarding this issue.
Regarding Mr.[redacted] emails, [redacted]’s Loan Servicing department received an email from Mr. [redacted] on June 30, 2014 regarding an escrow account. Shellpoint responded to the email in a letter dated July 7, 2014 (enclosed). The only other email received from Mr. [redacted] was
on August 25, 2013. It was regarding a notice Mr. [redacted] received on August 22, 2013 stating the account was past due. [redacted] responded to the email by letter dated August 29, 2013, informing him the notice was sent in error (enclosed). Our Loan Servicing department is not in receipt of any other emails from Mr. [redacted]. In addition, Shellpoint is unaware of any communication sent to Mr. [redacted] regarding a change to his contract. If Mr. [redacted] would like to provide a copy of this communication, we will gladly investigate.
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
August 25, 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] as [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted August 18, 2014 regarding the above referenced loan. [redacted] as [redacted] I (“[redacted]”) currently owns the loan number ending in[redacted] [redacted], L.P. (“[redacted]”) was the servicer of this loan beginning January 21, 2014. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint that he inquired with Shellpoint about a possible loan modification. Shellpoint did not help at all, but charged him for an appraisal that was ordered for the modification review.
Shellpoint received a phone call from Mr. [redacted] on May 8, 2014, at which time he inquired about a loan modification, or help with paying his mortgage. Shellpoint Mr. [redacted] with instructions on what was required for a loan modification review and how to access the required loan modification application documents on our website. Shellpoint began receiving the required documents on May 19, 2014 and a valuation was ordered on May 21, 2014. A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property. On May 21, 2014, Shellpoint advised Mr. [redacted] that according to his preliminary evaluation, he qualified for an investor loan modification. We explained that because his interest rate was already quite low, at 3.00%, the terms of the loan would have to be extended to 480 months, in order to lower the monthly payment. Mr. [redacted] stated that he would think about this and our agent advised that if he did not wish to proceed with the modification, he should continue to make his regular monthly payments. As of June 6, 2014, Mr. [redacted] advised that he would continue making regular payments on the loan and Shellpoint closed out the loan modification process. Shellpoint is unable to refund Mr. [redacted] for the $95.00 valuation fee. The ordering of a valuation is required for any loan modification review, and the borrower is responsible for that regardless of the outcome.
If you have any further questions, comments or concerns, please contact me at [redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Dear Ms. [redacted]: This letter is in response to the complaint submitted August...
13, 2015 regarding the servicing of the mortgage loan for the above referenced property. [redacted] Investors, L.P. currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Please be advised, Shellpoint’s records indicate the loan was discharged through a joint Chapter 7 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt from the [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the above referenced property. Per the complaint, [redacted] stated Shellpoint is inaccurately reporting the loan to the consumer reporting agencies; however there was no specific details or documentation included with the complaint to describe or evidence the alleged error. As stated above, the [redacted] personal liability was discharged through bankruptcy and they are not obligated to pay the debt. If the [redacted]’s wish to retain the home, they may voluntarily make the monthly payments. However, the consumer reporting agencies (“CRA’s) will not report any new information after the date of discharge. Therefore, the tradeline will simply be reported as “discharged through Chapter 7 bankruptcy”, with the Account Status as of the date of discharge. The CRA’s will suppress any further payment history, balance, or past due amount. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. By way of background, Mrs. [redacted] called us on August 11, 2015 and spoke with Shellpoint’s Customer Service department. We advised her of the due date of the loan if she chooses to continue [redacted] making payments. At this time, Mrs. [redacted] expressed concerns that Shellpoint reported the loan to the CRA’s as being past due. The Customer Service representative overlooked the “discharged” status of the loan and explained how payments are reported when the loan has not been discharged through bankruptcy. Please accept our sincere apologies for the oversight. The representative advised Mrs. [redacted] that payments are reported “late” when they are more than 30 days past due. They also advised Mrs. [redacted] that there were no outstanding late fees on the loan, which is not the case. Mrs. [redacted] began using profanity during the phone conversation and was told if she continued to speak that way the call would be terminated. Mrs. [redacted] continued using profanity, which resulted in the termination of the call. On August 13, 2015, Mrs. [redacted] contacted Shellpoint again and advised the loan was being reported negatively and is preventing her from refinancing. Mrs. [redacted] was transferred to a Customer Service Supervisor who advised her that we would be reviewing the account in our Loan Servicing department to determine if the loan is being reporting incorrectly to the CRA’s. Upon review of the loan, Shellpoint has determined we have furnished accurate information to the CRA’s. Shellpoint is reporting that the loan was “Discharged through Chapter 7 Bankruptcy” and the credit bureaus are suppressing the above mentioned data fields. The borrowers have the right to request documentation supporting our determination that no error has occurred. Enclosed are copies of the Account Reporting Reviews supplied by Trans Union for both Mr. and Mrs. [redacted], which show they are properly suppressing the balance, past due amount, and payment history, based on the “discharged” status for both borrowers. If Mr. or Mrs. [redacted]h have any documentation indicating an otherwise, they should forward that to Shellpoint and we will gladly assist. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Shellpoint Mortgage gives you nothing but "lip service" when you are trying to resolve an issue! For over a month now, I have been trying to get them to resolve an issue that is there responsibility because of the an incorrect paperwork filing. I have sold my house and cannot close because of their inability to produce proper documentation to my title company. They always say the same thing "we're working on it". My buyer is ready to back out - I will never do business with or would ever recommend this company again!
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.
I was NOT expecting that Shellpoint's tax office contact me directly. I was expecting that they would respond to the Shellpoint customer service agent who was requesting information on my behalf in order to resolve the issue. The customer service department was NOT able to assist me because they needed information from the tax department. As we have established, the tax department was NOT responding. Only after I filed a complaint with you (the Revdex.com) did I get any response at all. Upon realizing the error that was made (referencing an incomplete parcel number) Shellpoint should have contacted me with an update on what happened. It should not take me having to file a complaint to get some answers. I am responsible for ensuring that my property taxes are paid on time and had it not been for my efforts, this situation probably still would not be resolved. My county's treasurer office was getting ready to send the check back to Shellpoint and meanwhile penalties would have been accruing on my account. The bottom line is Shellpoint's customer service and the way they handled this whole situation is a disgrace. Additionally, as I already requested, for all future tax payments, I want Shellpoint's tax office to send a hard copy of my tax bill along with the check. This is a reasonable request in light of what I had to go through to resolve this matter.
Regards,
[redacted]
Do not recall that letter coming but that is only part of problem. I received a letter and email stating that they had set up an escrow account on my loan. I don't see how that can be legal as the contract my wife and I signed specifically stated no escrow. Also stated insurance not paid but I paid the bill myself. I had my agent send proof of payment and coverage on approx. 6-30-14.
Thanks for your help
[redacted]
RE: Complaint ID [redacted] Property Address: [redacted] Circle, [redacted], TN 37040 Current Owner: [redacted] Mortgage Corporation Loan Number: [redacted] Reference Number: [redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted December 29, 2014, regarding the above referenced loan. [redacted] Mortgage Corporation (“[redacted]”) currently owns the loan ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan on or about March 1, 2014. Upon receipt of this complaint, we reviewed the account history and determined that we received a similar complaint directly from Mr. [redacted] on December 4, 2014. We responded to the complaint with a letter dated January 2, 2014 (enclosed). Also enclosed are copies of the letters generated by our Mortgage Insurance department regarding the Private Mortgage Insurance (“PMI”) cancellation on this loan. The first letter dated December 12, 2014 was automatically generated when Shellpoint received the above referenced correspondence dated December 4, 2014 from Mr. [redacted], requesting the cancellation of the PMI effective December 31, 2014. The second letter dated December 17, 2014 advised that PMI was no longer a requirement on the loan. The third letter dated January 2, 2014 advised the same. Unfortunately, Shellpoint did not discover in Mr. [redacted]’s file, a second letter dated December 12, 2014, referencing an incorrect property address and advising that the PMI request was in progress. If you have any further questions, comments or concerns, please contact me at 1-[redacted]. Sincerely, [redacted]
[redacted] Shellpoint Mortgage Servicing Enclosures [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.
Upon review the mortgage company has provided a lengthy though incomplete summary of events, left off are three addl phone calls pertaining to 1. The tax document requests and 2. application of my addl principle payments.
Regardless the amount of consumer interaction outlined in their notice for such seemlingly simple requests should provide a clear picture as to the general beaurocratic nature and lack of consumer concern.
Their official response is not acceptable as it does not compensate for past issues nor does it define clear corrective steps to prevent future issues, rather it just provides a incomplete history of what I believe to be clear incompetiance and lack of ownership in their missteps.
I would like to pursue compensation, clear action steps to correct in a timely manner along with a commitment to prevent similar issues from occurring moving forward.
Thank you for your time.
Regards,
[redacted]
55 Beattie Place, Suite [redacted] ...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
September 28, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]
This letter is in response to the rebuttal submitted September 22, 2014 regarding the above referenced loan. [redacted] c/o [redacted], [redacted], dba [redacted] (“[redacted]”) currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing this loan on August 1, 2014.
Ms. [redacted] stated in the rebuttal that since her intentions regarding lien on the above referenced property were discussed at the time of the bankruptcy hearing, she is under no obligation to have a discussion with Shellpoint regarding the lien, unless she chooses to. She did not request Shellpoint stop sending monthly statements and statements should be sent to her for informational purposes only. If she needs to contact Shellpoint, she will do so, and Shellpoint should not contact her by phone under any circumstances.
As stated previously, Shellpoint understands that Ms. [redacted]’s personal liability was discharged with the Chapter 7 Bankruptcy. Shellpoint is not attempting to collect the debt from her, as her personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint will continue to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Since the creditor has the right to enforce the lien, Shellpoint is permitted to make contact with Ms. [redacted] to determine her intentions with the property. Shellpoint is not demanding payment or attempting to collect the debt from Ms. [redacted], but rather seeking to determine how she wishes to proceed regarding the mortgage lien.
As previously stated, this loan has been updated as cease and desist. Although Ms. [redacted] requested to only cease phone calls and would like to continue receiving statements, Shellpoint is not able cease just one form of communication without ceasing all communications. We could suppress phone calls from our automated dialer, but that would not prevent manual phone calls for other circumstances. Since Ms. [redacted] has requested that we not contact her by phone under any circumstances, we have chosen to place the cease and desist status on the loan. As explained previously, no further written or verbal contact will be made with Ms. [redacted], including billing monthly statements (except for that which may be legally required). If Ms. [redacted] wishes to receive statements, she must submit a signed, written request to remove the cease and desist status from her loan. Since this loan was involved in a bankruptcy action, we would also need her to sign a Billing Statement Request Form to authorize Shellpoint to begin sending monthly billing statements. We would like to apologize for any inconvenience experienced regarding this issue.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
55 Beattie Place, Suite [redacted]
1;"> �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
September 15, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted] Insurance Company
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms.[redacted]
This letter is in response to the complaint submitted September 5, 2014 regarding the above referenced loan. [redacted] Insurance Company (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint began servicing the loan on behalf of [redacted] on or about August 1, 2014.
Ms. [redacted] stated in the complaint that Shellpoint has called her multiple times regarding the mortgage payment due September 1, 2014. She has a grace period until the 16th of the month, and no late fee may be assessed to the loan if the payment is received prior to the expiration of the grace period. Shellpoint continued to call her until she blocked the phone number, at which time Shellpoint began calling family members for her alternate contact information for her. She has requested that Shellpoint discontinue harassing her and transfer her loan to an alternate bank or mortgage company.
By way of background, Shellpoint began servicing this loan on August 1, 2014 on behalf of [redacted]. [redacted] requires that Shellpoint contact the customer if a 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 date. We would like to apologize for any inconvenience experienced regarding this issue. Shellpoint has updated Ms. [redacted]’s loan to discontinue the automated courtesy calls during the fifteen day grace period. However, Shellpoint may contact her manually by phone, only if/when needed. Shellpoint has not updated the loan with a cease and desist status because that would discontinue all communication, both verbal and written, including monthly billing statements. Ms. [redacted] expressed that she wishes to continue receiving monthly billing statements.
Shellpoint is not able to transfer the loan to another servicer. [redacted] is the current owner of the loan and they decide who to place the loan with for servicing. We would like to apologize for any disappointment this may cause.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted June 16, 2015 regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Mrs. [redacted] stated in the complaint that Mr. [redacted] fell ill and the payment of this loan fell behind. Shellpoint has been calling her husband’s phone multiple times per day, between 9:00 AM and 9:00 PM, which has interrupted calls from Mr. [redacted]’s doctors. Mrs. [redacted] would like Shellpoint to contact her and her husband through email instead of by phone. Please note that Shellpoint’s records indicate the loan was discharged through a Chapter 7 Bankruptcy. Shellpoint is not attempting to collect the debt from Mr. and Mrs. [redacted], as their personal liability was discharged. However, the mortgage lien survived the discharge and Shellpoint is continuing to service the loan according to the original agreement and protect the creditor’s rights in the associated property. Mr. and Mrs. [redacted] have expressed their intentions to retain the property secured by the above referenced loan and are making voluntary payments in order to do so. In response to Mrs. [redacted]’s request for email communication, unfortunately Shellpoint does not communicate loan information via email, as it is not a secure form of communication. Shellpoint offers three options for limiting communication: Cease Automated Dialer calls: This prevents courtesy calls from occurring when a payment hasn’t been received timely. However, this will not prevent manual calls from Shellpoint. Cease Phone Calls Only: This will prevent all phone communication from Shellpoint to a phone number that we currently have on file for the borrower. Shellpoint would not be able to make any phone calls to the borrower for any reason. Cease and Desist all communication. This prevents both phone calls and all written correspondence, except for that which may be legally required. Please note, this would prevent Shellpoint from sending monthly billing statements to the borrower. Should Mrs. [redacted] choose to select one of the above options to limit the scope of Shellpoint’s communication with her and her husband, we ask that she provide a written request for one of the above options. She may fax her request to Shellpoint’s Loan Servicing Department at fax number [redacted] or email [redacted]@shellpointmtg.com, and we will gladly honor her request. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]
First of all, Shellpoint did not explain why it took so long for the overpayment they received from me and why it took 3 weeks to cash the check I had sent them. Second of all, the phone correspondence I had with Shellpoint on numerous occassions about my overpayment did they mention I was still short $1.38. I received 2 letters during that time stating I overpaid $157.46 and the second letter stating my loan was paid off. The last payment on my loan stated I could pay my original payment or the payoff payment which was $157.46. I finally received my partial overpayment on 06/27/2014 of $156.07, a difference of $1.39 that is still owed to me cause I have no idea where this $1.38 is coming from and have received nothing at all informing me of this! This company is totally unbelievable and just lie when you speak to them and make things up. As far as I am concerned, they still owe me $1.39! Its the point of the matter!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this is VERY CLOSE to resolving my complaint:
1) Thank you VERY much to Shellpoint Mortgage Servicing (used to be Resurgent Mortgage Servicing) for their 28 adjustments to my account. I AGREE with everything they have indicated through February, 2014.
2) (To avoid any possible late fees) I just started automatic withdrawal from my checking account. As shown in the enclosure (and Resurgent's automatic payment confirmation letter), the March 1, 2014 automatic payment was $3200.00. Shellpoint's transaction shows the amount was $3067.06. Please correct this entry.
As long as future automatic payments are fully credited to my account, I am prepared to close this complaint.
As long as I have Shellpoint's attention, please send me the procedure to remove [redacted] from this mortgage.
Thank you again to Revdex.com and Shellpoint for the prompt resolution of this matter. Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted January...
28, 2015 regarding the above referenced loan. [redacted] Insurance Corporation (“[redacted]”) currently owns the loan number ending in [redacted] Services, L.P (“[redacted]”) began servicer the [redacted] loan on or about October 26, 2011. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets and Shellpoint is the current servicer. Per the complaint, Ms. [redacted] states that both [redacted] and Shellpoint have been debiting her checking account since February of 2014. Ms. [redacted] would like to be refunded and would like a letter of apology. By way of background, [redacted] began automatically drafting Ms. [redacted]’s checking account in December of 2011, in the amount of $67.00 per month, after receipt of a signed automatic draft (ACH) authorization form. This ACH plan was set up by [redacted] Payment Processing Department in their payment processing system. Due to an inadvertent error in June of 2013, [redacted] switched to a new ACH system and transferred Ms. [redacted]’s ACH information to the new system. However, they did not cancel the original ACH plan form their old system. Only the payments showing pending July 2013 through December 2013 were cancelled. As a result, January of 2014 through April of 2014 payments were drafted out of both systems, resulting in one payment of $66.00 and one payment of $67.00 being drafted each month from Ms. [redacted]’s checking account. These payments were posted to the December 2013 through June 1, 2014 due dates and one payment of $66.00 was posted to principal. A manager attempted to correct the issue on May 5, 2014, but was unaware of the ACH plan that was still in force in [redacted] old system. A temporary stop was placed on the ACH plan in the [redacted] current ACH system until August 2014. The payments that were scheduled and pending in [redacted] old system through November 2014 were cancelled. However, the ACH plan itself was not cancelled from the old system. For this reason, the double draft began to re-occur in December 2014 and continued through January 2015. The payments were posted to the December 2014 and January 2015 due dates, and the two extra payments of $66.00 each were posted to principal. The issue was finally identified in January 2015 and the ACH plan in the old system was cancelled. Ms. [redacted] should not experience any additional issues with double drafts. All three payments of $66.00 that were posted to principal have been refunded to Ms. [redacted]. Once check of $66.00 was sent on January 8, 2015. A second refund check for the two additional payments of $66.00 was sent to Ms. [redacted] by Fedex on February 5, 2015. The tracking number for that shipment is [redacted]. 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-[redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted]
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 6, 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] Mortgage Association
Loan Number: xxxxx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint submitted July 29, 2014 regarding the above referenced loan. [redacted] Mortgage Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) started servicing the [redacted] loan on May 13, 2014.
Mr. [redacted] stated in the complaint that his wife recently refinanced her mortgage through [redacted] Financial, LLC, (“[redacted]”). At closing she filled out the autopay form and attached a voided check so that Shellpoint could automatically draft the funds from her bank account each month. The first payment was due July 1, 2014, but Shellpoint never drafted the funds because the form was apparently incomplete. Mr. [redacted] stated that instead of reaching out to him or his wife by mail or phone, Shellpoint waited until the payment was late before beginning to harass them with daily phone calls. Mr. [redacted] advised that after the issue was explained, Shellpoint refused to waive the late fee assessed in July 2014. Mr. [redacted] has requested a letter of apology as well as the waiver of the July 2014 late fee. In addition, he requests that any negative marks reported on his wife’s credit report be removed.
Shellpoint would like to apologize for any inconvenience experienced regarding this issue. We received an incomplete automatic draft (ACH) form directly from the lender, [redacted] Financial, on May 16, 2014. The form did not include a start date or a monthly draft amount. The same day, Shellpoint replied to the loan officer at [redacted] and requested they provide a complete form, so that we could set up the ACH plan. Shellpoint began attempting to contact Ms. [redacted] on July 11, 2014, when the payment due July 1, 2014 had not yet arrived. We reached Mr. [redacted] on July 24, 2014, who informed us that he would make a payment by phone on July 27, 2014. Shellpoint also mailed a new ACH authorization form to Ms. [redacted], for her to complete and return.
On July 29, 2014, we received a phone call from Mr. [redacted]. We advised him that the July 2014 payment was past due and the ACH form still needed to be filled out completely. We also informed Mr. [redacted] that Shellpoint would not waive the late fee assessed July 17, 2014, as the payment was not late as a result of Shellpoint’s error.
We did not receive a new/complete ACH form from Ms. [redacted] or Mr. [redacted]. However, Mr. [redacted] contacted [redacted] regarding the matter on July 29, 2014. [redacted] reached out to Shellpoint and proposed we go ahead and set up the ACH plan using the incomplete form and [redacted] provided us with the additional information needed. Shellpoint agreed to set up the ACH plan with draft dates of the 1st of the month. Since July 1, 2014 had already passed, Shellpoint confirmed with Mr. [redacted] that we should draft the July payment on July 30, 2014, and then draft the August payment on August 1, 2014. We would then continue drafting on the first of each month thereafter. Shellpoint also informed Mr. [redacted] that we would be waiving the late fee assessed July 17, 2014, in the amount of $49.45.
Please accept our sincere apologies for any inconvenience experienced regarding the set up of the ACH plan on this loan. 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-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Although the business statement is incorrect - I HAVE NEVER RECEIVED A STATEMENT FROM [redacted] OR SHELLPOINT - I will wait to see if they do as stated and start sending statements.
Thank you for you assistance in this matter.
Regards,
[redacted]
55 Beattie Place, Suite [redacted]
Greenville, SC 29601
Toll Free Phone 1-800-365-7107
Toll Free Fax 1-866-467-1137
Hours of Operation
Monday-Friday 8:00AM-10:00PM
Saturday 8:00AM-3:00PM
December 19, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID: [redacted], [redacted]
Current Owner: [redacted] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms.[redacted]:
This letter is in response to the rebuttal submitted December 16, 2014, regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the [redacted] loan, on or about March 1, 2014.
Mr. [redacted] stated in the rebuttal that Shellpoint’s previous response did not solve the issue of his mortgage broker’s request to complete a CEMA (Consolidated Extension and Modification Agreement).
Shellpoint would like to extend our most sincere apologies to Mr. [redacted] for the difficulties he has experienced in acquiring the CEMA. Shellpoint submitted a request for the original documents required to complete the CEMA process on July 10, 2014. As of the date of this letter, we have received the original note and a certified copy of the mortgage from the document custodian. The documents were forwarded to the attorney handling the file, on December 17, 2014.
Please know that Shellpoint takes its customer service obligations very seriously and Mr. [redacted]’s concerns have been brought to the attention of the appropriate people within our organization.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing