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
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]
Reference Number:
Dear Ms. [redacted]:
This letter is in response to the rebuttals submitted July 8, 2014 and July 9, 2014 regarding the servicing of the mortgage loan for the above referenced property located at [redacted]th [redacted] Ave., [redacted], OK 74134. [redacted] Trust I (“[redacted]”) currently owns the above referenced loan. [redacted] Services, L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning December 5, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that he drew his credit report again and Shellpoint is still showing on it. Mr. [redacted] advised that he asked Shellpoint to remove all traces of the debt and they have not done so.
As stated in our previous response, Shellpoint has submitted a request to the consumer credit reporting agencies to delete the Shellpoint tradeline. Shellpoint also submitted a request to [redacted] to have them delete the [redacted] tradeline. Shellpoint cannot control when the individual credit agencies update their files. You may follow up with each individual credit agency by calling them at the numbers provided below:
Experian 888-397-3742
Equifax 800-685-1111
Trans Union 800-888-4213
Innovis 800-540-2505
If you have any further questions, comments or concerns, please contact me at 1-[redacted]7.
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
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]
Why they are trying to blame on me? They keep saying that I "refused" and what I asked was to send me in writing their request. I did n`t know nothing about this company and was not where to go face to face to talk to somebody. The information that I found on internet about them was not the best, a lot of complaints, so I was scared about giving my info by phone to them. Do they know about stealing identity? why they were calling at 9 pm when I was sleeping if I asked them about mail me their request? Why they were so rude asking for my info by phone. A ot of "scammers" do all that.
This is the last time that I wrote about this issue. The most important thing about this, is that my mortgage payment is current, I owe nothing to this bank until April 10th and they are taking my payment automatic.
I am happy how the Revdex.com handle this issue.
Thanks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10217849, and have determined that this does not resolve my complaint.
My intentions as to any liens on the property was discussed at the time of the bankruptcy hearing, therefore, I am under no obligation to have a discussion with Shellpoint regarding their lien, unless I choose to do so. I am not sure what the underlying reasons why Shellpoint's representatives made numerous telephone calls to my home day and night, but whatever the case, they were indeed harassing me. I do not understand why the sudden urgency to discuss my intentions. The lien can only be paid off through a deed in lieu, short sale or foreclosure and until one of these actions are completed, the homeowner remains on the title of record and can continue to live in the property until evicted. Since none of these situations currently apply to my property, there is no need for a discussion with Shellpoint.
Also, not once did I request Shellpoint to stop sending me monthly statements. Monthly statements should be sent to me for informational purposes. Escrow is included with this account, and depending on the escrow amount, the monthly payments may change on the account, therefore, monthly statements should be mailed to me not as a demand for payment, but for informational purposes only, this should be worded on the statements. If Shellpoint was within the law to find out my intentions regarding their lien on the property, why didn't they simply mail me a letter? I am not sure how they code their accounts, but it should be coded as a bankruptcy discharged. Creditors are well aware that they are not to make telephone calls to the discharged debtor to discuss anything regarding the debt, lien or anything else without prior written consent and authorization. Shellpoint did not get this important information prior to making all the calls to my home. If I need to contact Shellpoint, then I will do so, otherwise, they should not call me under no circumstances.
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]
(attachment) my escrow balance per...
speaking with customer service
she told me that when I sold the house my escrow was 528.04
I SOLD the house on 01/15/2015. if you paid what was due on 01/15/2015 at that time I DID NOT OWN THE HOME. I don't pay on something I don't even own at that point.
My complete pay off requested by my lawyer was entered in therefore everything was paid off at that point.
a.) I only would owe pro rated January payment 1/2 month.
b.) I would NOT OWE anything for February. or January when it was due because I did not own the house ion 01/15/2015.
other issue
If my tax payer did not received anything and they CAN EASILY cancel that check and reissue. There is ABSOLUTELY no reason not to.
this is most upsetting that you will not cancel your check and reissue it back to me. it has been over a month wheich was stated you mailed it out the first of February. please just simpley do that. its not hard at all
This letter is in response to the complaint submitted May 11, 2015, regarding the above referenced loan. Bank of [redacted] as...
Trustee for [redacted] (“[redacted]”) currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of [redacted], on or about December 15, 2014. Please note, Shellpoint’s records indicate the loan was discharged through a Chapter 13 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as Mrs. [redacted] 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. Upon review of the complaint, Mrs. [redacted] acknowledges the loan’s transfer from [redacted], N.A. to Shellpoint, but disputes how the payments have been applied. Mrs. [redacted] advises the loan should be current, and requested Shellpoint make corrections accordingly. Please be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,760.36 and was past due for the October, November and December 2014 payments. Shellpoint has received the following payments: ? ACH payment in the amount of $740.90 was received on January 23, 2015 and applied towards the October 1, 2014 due date. ? ACH payment in the amount of $740.90 was received on February 23, 2015 and applied towards the November 1, 2014 due date. ? ACH payment in the amount of $762.35 was received on March 23, 2015 and applied towards the December 1, 2014 due date, and $21.45 applied towards late charges. ? ACH payment in the amount of $2,865.28 was received on April 16, 2015 and applied as: o $740.90 towards the January 1, 2015 due date o $740.90 towards the February 1, 2015 due date o $740.90 towards the March 1, 2015 due date o $42.90 towards outstanding late charges [redacted] o $599.68 towards escrow only A request was submitted to the appropriate department on May 20, 2015 to reverse the escrow payment in the amount of $599.68, and combine it with $141.22 in unapplied funds to post a full payment towards the April 1, 2015 due date. Shellpoint expedited and honored the request, and re-posted the payment towards the April 1, 2015 due date on May 20, 2015. As of the date of this letter, the loan is past due for the May 1, 2015 due date. Enclosed is a copy of the payment history. It is respectfully advised that Mrs. [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loan. Such proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in dispute. She may forward the documentation to Shellpoint via email to [redacted]shellpointmtg.com or fax to [redacted], along with her written dispute. Upon receipt, Shellpoint will gladly investigate further. Please accept our sincere apologies for any inconvenience experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Hello, can you just ask them about this
"Shellpoint also explained in the prior correspondence, a refund request has been submitted for
$160.65, which is the remaining amount in the escrow account. The refund takes five to seven business days to process"
they sent that about two weeks ago and havent revcieved it. and what address did they mail it to? last thing with the tax refund she said she is fowarding it to me, can I cash this? is my name on it how does that work?
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 asked for a review of my escrow account because it had quite a surplus and I was looking for a lower payment and refund for excess funds. I got no answer to my request but then found that my account was debited for about $2700+. I assumed they sent a check and gave it about 2 weeks. No check...
I called and they researched it and found they sent the check to the wrong address. It took 6 chat sessions, 3 phone calls, and about a dozen emails back and forth with management to finally get my refund check, 10 weeks later!!
I have since sent requests regarding other matters and they don't even respond. I have to call to get anyone to help me. And even then they arent very helpful. They pass along the request to someone else who never gets back to me. They never respond to emails, ever! Worst customer service I have experienced in a long time.
I asked when I can get rid of my escrow account and pay taxes and insurance on my own and they told me never unless I refinance! Guess what... I'm refinancing now! I hope I never have to deal with them again.
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Subject Property: [redacted], AL 36617
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted April 1, 2014 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 1, 2014, the servicing of the loan transferred from[redacted] Mortgage Servicing (“[redacted]”) to Shellpoint, who is now servicing the loan on the behalf of [redacted] Loan [redacted].
[redacted] stated in the complaint, I never received a denial of loan modification letter. My account was post as if I was 3 months paid in advance. I need someone to explain why the loan modification was not approved and why does my loan show I am paid 3 months in advance.
Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of a loan modification, as Shellpoint strives to provide excellent service to all of its customers.
In reviewing the [redacted] loan history, we determined that there was an inadvertent error with the application of the February 12, 2014 payment, and the due date was inappropriately advanced to May 6, 2014. During Shellpoint’s modification review, we determined that based on the financial documentation received, as well as the next payment that was scheduled to be due, the loan was not in danger of imminent default. Therefore, the loan was not eligible for a loan modification. However, Shellpoint has corrected the payment due date and re-evaluated [redacted] eligibility for a modification, utilizing the financial documentation she initially provided. As a result of this, the loan has been approved for a Trial Period Plan (the “Plan”). The Plan requires [redacted] to remit three (3) trial period payments of $163.15 each, due May 1, 2014; June 1, 2014; and July 1, 2014. [redacted] must not remit a lump sum payment, as each trial period payment must be made in the month that it is due. Additional details regarding the Plan will be mailed to [redacted] under separate cover.
Following [redacted] successful completion of the Plan, she will be sent a Loan Modification Agreement providing the permanent modified loan terms. At that time, [redacted] will be required to sign and return the agreement in order for the terms of the agreement to be implemented.
As of the date of this response, the loan is contractually due for the April 6, 2014 installment. However, [redacted] should follow the payment schedule shown in the Plan, which requires her to remit the first trial period payment of $163.15 in the month of May 2014. If [redacted] chooses to continue remitting the monthly contractual payment of $221.64, she may continue to do so and doing such will not affect her eligibility for a permanent modification.
Should [redacted] have questions regarding the Plan or the modification process, please contact the loan’s assigned loss mitigation representative, [redacted], at ([redacted], extension [redacted] for further assistance.
If you have any further questions, comments or concerns, please contact me at ([redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not believe that Shellpoint Mortgage Servicing's phone calls were courtesy calls especially when they called my family five times in 1 hour. I do appreciate their time and understanding in this matter.
Regards,
[redacted]
This account is a mortgage account. The mortgage servicing unit of [redacted] Services, L.P. ([redacted]) was recently acquired by[redacted], LLC. [redacted], LLC is doing business as Shellpoint Mortgage Servicing (Shellpoint). [redacted] and Shellpoint do not have any ownership affiliation. Because [redacted] is no longer servicing this account, it is being returned.
RE: Complaint ID: [redacted], [redacted] Reference Number: [redacted]
Verdana;">Dear [redacted]: This letter is in response to the complaint submitted March 23, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about April 8, 2014. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr. [redacted] on March 22, 2016 by fax and on March 23, 2016 by email. We responded to the complaint on March 31, 2016. Enclosed is a copy of our response. 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, [redacted] Shellpoint Mortgage Servicing Enclosure
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Subject Property: [redacted], RI 02910
Reference Number:[redacted]
Dear[redacted]:
This letter is in response to the rebuttal submitted March 13, 2014 to Shellpoint Mortgage Servicing (“Shellpoint”).
[redacted] stated in the rebuttal, that Shellpoint is taking two payments at the same time, one from ACH and the other sent from his bank. [redacted] advises this occurred because Shellpoint, formerly known as [redacted] Services, L.P. (“[redacted]”) did not confirm receipt of his ACH form. Per [redacted], he received notice of the ACH draft payment that occurred on March 10, 2014 on March 11, 2014, and therefore couldn’t cancel the payment. [redacted] also advised that Shellpoint was unwilling to put a hold on the check he submitted through his bank, and he was told that if the check did not clear, he would be assessed a non-sufficient funds (“NSF”) fee. [redacted] Services, L.P., (“[redacted]”) began servicing the mortgage loan for the above referenced property on or about January 23, 2014. At that time, the loan was current and due for February 1, 2014. As stated in our previous response, [redacted] received a signed ACH Draft Authorization form on February 7, 2014, authorizing ACH drafts to begin on March 10, 2014, and on the 10th of each month thereafter. [redacted] was unable to establish contact with [redacted] to confirm the ACH details or advise him that the loan was past due, because he refused to verify himself over the phone. As of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] Financial, LLC. The ACH draft plan remained in place with the acquisition. When Shellpoint continued to attempt to make contact with [redacted] he refused to verify his identity again, and Shellpoint was unable to discuss the matter. [redacted] called Shellpoint on March 7, 2014 and agreed to verify himself to discuss the loan. At that time, we advised him that the account was past due for February 1, 2014 and his ACH plan was set up to begin on March 10, 2014, per his instructions. [redacted] did not request the cancellation of the ACH payment at that time, even though he had also scheduled a payment through his bank. [redacted] called Shellpoint on March 12, 2014 and advised that he didn’t want both payments to come out at the same time and he has asked his bank to stop payment on the check. We advised [redacted] that a NSF fee would be assessed to the loan if the check did not clear. As of the date of this letter, both the ACH payment and the additional payment sent by [redacted] bank have cleared and the loan is current. The next payment is due April 1, 2014.
If you have any further questions, comments or concerns, please contact me at [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] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 31, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] (“[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 he received a statement on March 29, 2014 which showed a payment was not processed for the month of March and he was assessed a late fee and an non-sufficient fund (“NSF”) fee. He is concerned that Shellpoint Customer Service and the website showed he owed two different dollar amounts for the month and he feels that Shellpoint should be investigated for not processing payments correctly.
[redacted] made a payment through our automated “pay by phone” system on March 5, 2014, in the amount of $1,639.92. This payment was returned on March 10, 2014 because the account number was entered incorrectly. As a result, the loan was assessed an NSF fee of $15.00 and a late fee of $62.50. When we spoke with [redacted] on March 29, 2014, we advised him that the amount owed on the loan for March 2014 was $1,717.42, which included the monthly payment amount of $1,639.92, the late fee of $62.50 and the NSF fee of $15.00. The total amount showing due on the Shellpoint website was $1,702.42, which included only the monthly payment amount of $1,639.92 and the late fee of $62.50. We would like to apologize for any inconvenience experienced regarding this issue. As a one-time courtesy, Shellpoint has waived the $15.00 NSF fee and the $62.50 late fee. Shellpoint has not reported any derogatory information to the three major consumer reporting agencies.
Please know, Shellpoint is continuously working on improving our website. Shellpoint will not compensate [redacted] for the frustration he experienced regarding this issue. However, we appreciate his feedback and will forward his concerns to 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 of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner: [redacted] Mortgage Association
Loan Number: xxxxxx[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] Mortgage Association (“[redacted]”) currently owns the loan number ending in[redacted] [redacted] Services, L.P. (“[redacted]”) was the service of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted]s mortgage servicing assets.
Ms. [redacted] stated in the complaint that she pays her mortgage to [redacted] Mortgage Servicing and it has been a continual problem for them to keep track of her payments. Ms. [redacted] advised that she pays half of the full monthly payment every other week, and she pays it so that the full monthly payment is paid before the due date of the first of the month. However, she receives at least one phone call per month from this company saying her payment is late. [redacted] has misapplied her payment because it confuses them to have the split payment amount. She is refinancing this loan in order to get away from this company and she wishes to be reimbursed for the cost of refinancing.
By way of background, [redacted] began servicing this loan on October 1, 2013. Ms. [redacted] began making partial payments to [redacted] on October 21, 2013, and continued sending partial payments, roughly every two weeks. The second partial payment received from Ms. [redacted] was received on November 6, 2013, but was misapplied in error to an account with a similar Reference Number. The payment was located on August 7, 2014 and has been posted to Ms. [redacted] loan, with an effective date of November 6, 2013. Because the November 6, 2013 payment was missing, Ms. [redacted] bi-weekly payment plan was off schedule. By March 2014, there were not enough funds to post a full payment before the end of the grace period, and a late fee was assessed on March 17, 2014. The late fee was paid upon receiving another partial payment the same day. Shellpoint has since reversed the late fee payment, waived the late fee, and posted the funds to principal. A screen print of the payment record on this loan is attached, showing all of the payments received by [redacted] and Shellpoint since October of 2013. If Ms. [redacted] believes there are any additional missing payments, we ask that she provide a front and back copy of the check/s and we will gladly assist.
On May 27, 2014, Shellpoint posted a partial payment to principal, instead of holding the funds in unapplied until a full payment was received. Shellpoint received a phone call from Ms. [redacted] on June 19, 2014, at which time the posting to principal was discussed. A request was sent to our payment processor to reverse the payment to principal and post those funds toward a monthly payment. The loan history indicates that this was never completed.
On August 7, 2014, Shellpoint contacted Ms. [redacted] to advise we located a missing partial payment in the amount of $650.00. We offered to combine that with the funds we had previously mis-applied to principal (mentioned above), to post a full payment to the loan for the September 1, 2014 due date. Or, we could post it all to principal. Ms. [redacted] elected to have a full payment posted to the September 1, 2014 due date. This request was completed on August 8, 2014 and the next payment is due October 1, 2014.
Shellpoint does offer a free bi-weekly automatic draft (ACH) program. Bi-weekly payments can be automatically drafted from Ms. [redacted] checking or savings account, every other Monday. Shellpoint informed Ms. [redacted] of this option, but she declined.
Shellpoint will not reimburse Ms. [redacted] for refinancing fees. It is Ms. [redacted] choice to refinance her loan and it is her responsibility to pay the associated fees.
Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding the application of her bi-weekly payments. Shellpoint has advised Ms. [redacted] that we would notate her account with instructions to our payment processing vendor that Ms. [redacted] pays bi-weekly, and the partial payments should not be posted to principal. Ms. [redacted] was provided with a direct contact to call should she experience any future problems with the posting of her payments.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 11px; font-family: Verdana;">Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. 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 submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. 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: ([redacted]
This is a continuation of a prior complaint which was closed by the Revdex.com but never resolved.Just received a bill for $125 for what they claim to be an appraisal but nothing more than a real estate agents opinion of what my property is worth. I had a chance to talk to this agent and according to him he was pricing the property based on square footage and completely ignoring the $25,000 spent in improving the property. This is a fraud being conducted by the lender and investors in order to charge more by not removing the private mortgage insurance and calling it an appraisal. I paid for an appraisal and I want one done. The value they had was $425,000 .
I demand that my PMI is removed and a full appraisal completed to prove the higher values.
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], LLC
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]
This letter is in response to the complaint submitted February 25, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in[redacted]. Resurgent Capital Services L.P. (“Resurgent”) is the servicer of this [redacted] loan and has been since October 18, 2013.
[redacted] stated in the complaint, that Resurgent failed to carry over the principal payment election with the ACH plan that she had in place with [redacted] (“[redacted]”). [redacted] also advised that she had to fill out a new ACH form with Resurgent, to add the principal payment selection to the amount that is debited from her bank account each month. Per [redacted], Resurgent did not pay the property taxes due to [redacted] County for 2013, and she stated that it is difficult to reach a representative by phone. She also hasn’t received a response to her emails. [redacted] would like Resurgent to reimburse her for the $350.36 she will be paying out of her pocket for taxes, and she would like some of her mortgage paid down for delaying her principal payments. Resurgent began servicing this loan on October 18, 2013. The automatic draft plan (“ACH”) was transferred from the previous servicer, [redacted], and the first payment was drafted on November 4, 2013. The information transferred from [redacted] did not include any instructions to draft additional funds for principal. [redacted] spoke with a representative on October 29, 2013, who sent [redacted] a new ACH form to fill out with instructions for additional principal. Resurgent received the new form on November 25, 2013 and updated [redacted]’s ACH to draft the extra funds for principal, effective January 1, 2014. Unfortunately, it was too late to make the change effective for the December 1, 2014 draft date.
The taxes due on [redacted]’s property should have been paid by the prior servicer. Upon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 2014. Upon receipt of this complaint, Resurgent discovered that the tax payment was not received by [redacted] County. Resurgent submitted payment again to [redacted] County via their website, on February 25, 2014. Resurgent paid $229.89 in property taxes from [redacted]’s escrow account and paid the interest and penalties in the amount of $120.47 at our own expense.
Resurgent would like to apologize for any excessive wait time experienced when calling our Customer Service Department. Our records indicate we received an email from [redacted] on December 3, 2014 and a follow up email on December 15, 2013. Resurgent responded to [redacted]’s emails regarding her taxes on January 17, 2014 (enclosed). Resurgent has been experiencing extremely high call and email volume and we are working diligently to improve our response time.
Regarding [redacted]’s request to pay down her mortgage as compensation for delaying her principal payments, [redacted] could have submitted extra principal payments by phone or by sending a check through the mail. Resurgent is not able to make an adjustment to [redacted]’s principal balance.
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 [redacted].
Thank you very much to the Revdex.com and Shellpoint Mortgage Servicing for reviewing the correcting this record.
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]
1) A brokers price opinion is not an appraisal and does not determine the real value of real of real state. The fact that the improvements we made were not taken into consideration makes no sense to me and to anyone involved in the real estate business.
2) Wood flooring at most of the house, crown molding through out the house, floor moldings through out, upgraded kitchen, fireplace , painted home . To say these items do not increase value compared to other homes in the area is to not know anything about how value is determined.
Please refer to the two attachments:
1) Loan paper I signed.
2) Comparable home values.
[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] Association
Loan Number: [redacted]
Reference Number:[redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted May 14, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted], L.P. (“[redacted]”) was the servicer of this [redacted] [redacted] loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Ms.[redacted] stated in the complaint, that she made a payment on January 13, 2014 on our website but the payment was not debited from her bank account. She made another payment several days later and this time it was deducted from her bank account. Ms. [redacted] requested a credit for the late fee and non-sufficient funds fee assessed to the loan as a result of the returned payment. Our representatives denied the request because the funding account information was entered incorrectly by the borrower on the website. Ms. [redacted] stated that if the account information was entered incorrectly, it is still [redacted] fault because there is no way to confirm the account number entered on the website. Ms. [redacted] has submitted the same request to be credited for the late and NSF fees and would like an apology for the treatment she received. The payment submitted by Ms. [redacted] on January 13, 2014 was entered with the correct Bank Routing Number of [redacted]. However, instead of entering the bank account number ending in [redacted] as the funding account, Ms. [redacted] entered her [redacted] Loan Reference Number [redacted]. Since the number entered for the bank account was not a valid number, the payment was returned with an error that the account could not be located. The payment that Ms. [redacted] entered on our website on January 19, 2014 was successful and drafted Ms[redacted] bank account ending in [redacted]. Since the fees assessed to the account are not a result of a[redacted] error, we are unable to waive them. We would like to apologize for any inconvenience experienced regarding this issue.
Shellpoint takes its customer service obligations very seriously and we appreciate Ms. [redacted] feedback regarding the payment feature on our website.
If you have any further questions, comments or concerns, please contact me at 1-[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
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]
Reference Number:
Dear Ms. [redacted]:
This letter is in response to the rebuttals submitted July 8, 2014 and July 9, 2014 regarding the servicing of the mortgage loan for the above referenced property located at [redacted]th [redacted] Ave., [redacted], OK 74134. [redacted] Trust I (“[redacted]”) currently owns the above referenced loan. [redacted] Services, L.P., (“[redacted]”) was the servicer of the [redacted] loan beginning December 5, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the complaint, that he drew his credit report again and Shellpoint is still showing on it. Mr. [redacted] advised that he asked Shellpoint to remove all traces of the debt and they have not done so.
As stated in our previous response, Shellpoint has submitted a request to the consumer credit reporting agencies to delete the Shellpoint tradeline. Shellpoint also submitted a request to [redacted] to have them delete the [redacted] tradeline. Shellpoint cannot control when the individual credit agencies update their files. You may follow up with each individual credit agency by calling them at the numbers provided below:
Experian 888-397-3742
Equifax 800-685-1111
Trans Union 800-888-4213
Innovis 800-540-2505
If you have any further questions, comments or concerns, please contact me at 1-[redacted]7.
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
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]
Why they are trying to blame on me? They keep saying that I "refused" and what I asked was to send me in writing their request. I did n`t know nothing about this company and was not where to go face to face to talk to somebody. The information that I found on internet about them was not the best, a lot of complaints, so I was scared about giving my info by phone to them. Do they know about stealing identity? why they were calling at 9 pm when I was sleeping if I asked them about mail me their request? Why they were so rude asking for my info by phone. A ot of "scammers" do all that.
This is the last time that I wrote about this issue. The most important thing about this, is that my mortgage payment is current, I owe nothing to this bank until April 10th and they are taking my payment automatic.
I am happy how the Revdex.com handle this issue.
Thanks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10217849, and have determined that this does not resolve my complaint.
My intentions as to any liens on the property was discussed at the time of the bankruptcy hearing, therefore, I am under no obligation to have a discussion with Shellpoint regarding their lien, unless I choose to do so. I am not sure what the underlying reasons why Shellpoint's representatives made numerous telephone calls to my home day and night, but whatever the case, they were indeed harassing me. I do not understand why the sudden urgency to discuss my intentions. The lien can only be paid off through a deed in lieu, short sale or foreclosure and until one of these actions are completed, the homeowner remains on the title of record and can continue to live in the property until evicted. Since none of these situations currently apply to my property, there is no need for a discussion with Shellpoint.
Also, not once did I request Shellpoint to stop sending me monthly statements. Monthly statements should be sent to me for informational purposes. Escrow is included with this account, and depending on the escrow amount, the monthly payments may change on the account, therefore, monthly statements should be mailed to me not as a demand for payment, but for informational purposes only, this should be worded on the statements. If Shellpoint was within the law to find out my intentions regarding their lien on the property, why didn't they simply mail me a letter? I am not sure how they code their accounts, but it should be coded as a bankruptcy discharged. Creditors are well aware that they are not to make telephone calls to the discharged debtor to discuss anything regarding the debt, lien or anything else without prior written consent and authorization. Shellpoint did not get this important information prior to making all the calls to my home. If I need to contact Shellpoint, then I will do so, otherwise, they should not call me under no circumstances.
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]
(attachment) my escrow balance per...
speaking with customer service
she told me that when I sold the house my escrow was 528.04
I SOLD the house on 01/15/2015. if you paid what was due on 01/15/2015 at that time I DID NOT OWN THE HOME. I don't pay on something I don't even own at that point.
My complete pay off requested by my lawyer was entered in therefore everything was paid off at that point.
a.) I only would owe pro rated January payment 1/2 month.
b.) I would NOT OWE anything for February. or January when it was due because I did not own the house ion 01/15/2015.
other issue
If my tax payer did not received anything and they CAN EASILY cancel that check and reissue. There is ABSOLUTELY no reason not to.
this is most upsetting that you will not cancel your check and reissue it back to me. it has been over a month wheich was stated you mailed it out the first of February. please just simpley do that. its not hard at all
This letter is in response to the complaint submitted May 11, 2015, regarding the above referenced loan. Bank of [redacted] as...
Trustee for [redacted] (“[redacted]”) currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of [redacted], on or about December 15, 2014. Please note, Shellpoint’s records indicate the loan was discharged through a Chapter 13 Bankruptcy. Therefore, Shellpoint is not attempting to collect the debt, as Mrs. [redacted] 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. Upon review of the complaint, Mrs. [redacted] acknowledges the loan’s transfer from [redacted], N.A. to Shellpoint, but disputes how the payments have been applied. Mrs. [redacted] advises the loan should be current, and requested Shellpoint make corrections accordingly. Please be advised, the loan was transferred to Shellpoint on or about December 15, 2014, with a principal balance of $136,760.36 and was past due for the October, November and December 2014 payments. Shellpoint has received the following payments: ? ACH payment in the amount of $740.90 was received on January 23, 2015 and applied towards the October 1, 2014 due date. ? ACH payment in the amount of $740.90 was received on February 23, 2015 and applied towards the November 1, 2014 due date. ? ACH payment in the amount of $762.35 was received on March 23, 2015 and applied towards the December 1, 2014 due date, and $21.45 applied towards late charges. ? ACH payment in the amount of $2,865.28 was received on April 16, 2015 and applied as: o $740.90 towards the January 1, 2015 due date o $740.90 towards the February 1, 2015 due date o $740.90 towards the March 1, 2015 due date o $42.90 towards outstanding late charges [redacted] o $599.68 towards escrow only A request was submitted to the appropriate department on May 20, 2015 to reverse the escrow payment in the amount of $599.68, and combine it with $141.22 in unapplied funds to post a full payment towards the April 1, 2015 due date. Shellpoint expedited and honored the request, and re-posted the payment towards the April 1, 2015 due date on May 20, 2015. As of the date of this letter, the loan is past due for the May 1, 2015 due date. Enclosed is a copy of the payment history. It is respectfully advised that Mrs. [redacted] review this information and provide sufficient proof of payment for any payments she feels have not been credited to the loan. Such proof should include the front and back copies of cleared check payments and/or complete bank statements with specifics of payments in dispute. She may forward the documentation to Shellpoint via email to [redacted]shellpointmtg.com or fax to [redacted], along with her written dispute. Upon receipt, Shellpoint will gladly investigate further. Please accept our sincere apologies for any inconvenience experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted] Sincerely, [redacted] Shellpoint Mortgage Servicing
Hello, can you just ask them about this
"Shellpoint also explained in the prior correspondence, a refund request has been submitted for
$160.65, which is the remaining amount in the escrow account. The refund takes five to seven business days to process"
they sent that about two weeks ago and havent revcieved it. and what address did they mail it to? last thing with the tax refund she said she is fowarding it to me, can I cash this? is my name on it how does that work?
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 asked for a review of my escrow account because it had quite a surplus and I was looking for a lower payment and refund for excess funds. I got no answer to my request but then found that my account was debited for about $2700+. I assumed they sent a check and gave it about 2 weeks. No check...
I called and they researched it and found they sent the check to the wrong address. It took 6 chat sessions, 3 phone calls, and about a dozen emails back and forth with management to finally get my refund check, 10 weeks later!!
I have since sent requests regarding other matters and they don't even respond. I have to call to get anyone to help me. And even then they arent very helpful. They pass along the request to someone else who never gets back to me. They never respond to emails, ever! Worst customer service I have experienced in a long time.
I asked when I can get rid of my escrow account and pay taxes and insurance on my own and they told me never unless I refinance! Guess what... I'm refinancing now! I hope I never have to deal with them again.
April 10, 2014
1;">
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Subject Property: [redacted], AL 36617
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted April 1, 2014 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective March 1, 2014, the servicing of the loan transferred from[redacted] Mortgage Servicing (“[redacted]”) to Shellpoint, who is now servicing the loan on the behalf of [redacted] Loan [redacted].
[redacted] stated in the complaint, I never received a denial of loan modification letter. My account was post as if I was 3 months paid in advance. I need someone to explain why the loan modification was not approved and why does my loan show I am paid 3 months in advance.
Shellpoint regrets any inconvenience that [redacted] has experienced in her pursuit of a loan modification, as Shellpoint strives to provide excellent service to all of its customers.
In reviewing the [redacted] loan history, we determined that there was an inadvertent error with the application of the February 12, 2014 payment, and the due date was inappropriately advanced to May 6, 2014. During Shellpoint’s modification review, we determined that based on the financial documentation received, as well as the next payment that was scheduled to be due, the loan was not in danger of imminent default. Therefore, the loan was not eligible for a loan modification. However, Shellpoint has corrected the payment due date and re-evaluated [redacted] eligibility for a modification, utilizing the financial documentation she initially provided. As a result of this, the loan has been approved for a Trial Period Plan (the “Plan”). The Plan requires [redacted] to remit three (3) trial period payments of $163.15 each, due May 1, 2014; June 1, 2014; and July 1, 2014. [redacted] must not remit a lump sum payment, as each trial period payment must be made in the month that it is due. Additional details regarding the Plan will be mailed to [redacted] under separate cover.
Following [redacted] successful completion of the Plan, she will be sent a Loan Modification Agreement providing the permanent modified loan terms. At that time, [redacted] will be required to sign and return the agreement in order for the terms of the agreement to be implemented.
As of the date of this response, the loan is contractually due for the April 6, 2014 installment. However, [redacted] should follow the payment schedule shown in the Plan, which requires her to remit the first trial period payment of $163.15 in the month of May 2014. If [redacted] chooses to continue remitting the monthly contractual payment of $221.64, she may continue to do so and doing such will not affect her eligibility for a permanent modification.
Should [redacted] have questions regarding the Plan or the modification process, please contact the loan’s assigned loss mitigation representative, [redacted], at ([redacted], extension [redacted] for further assistance.
If you have any further questions, comments or concerns, please contact me at ([redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not believe that Shellpoint Mortgage Servicing's phone calls were courtesy calls especially when they called my family five times in 1 hour. I do appreciate their time and understanding in this matter.
Regards,
[redacted]
...
GeneralCompliance
10:37 AM (1 minute ago)
to me
Good morning [redacted]
This account is a mortgage account. The mortgage servicing unit of [redacted] Services, L.P. ([redacted]) was recently acquired by[redacted], LLC. [redacted], LLC is doing business as Shellpoint Mortgage Servicing (Shellpoint). [redacted] and Shellpoint do not have any ownership affiliation. Because [redacted] is no longer servicing this account, it is being returned.
Thanks,
[redacted]
RE: Complaint ID: [redacted], [redacted] Reference Number: [redacted]
Verdana;">Dear [redacted]: This letter is in response to the complaint submitted March 23, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about April 8, 2014. Upon review of the complaint, Shellpoint determined we had already received a similar complaint directly from Mr. [redacted] on March 22, 2016 by fax and on March 23, 2016 by email. We responded to the complaint on March 31, 2016. Enclosed is a copy of our response. 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, [redacted] Shellpoint Mortgage Servicing Enclosure
[redacted] Toll Free Phone 1-800-365-7107
[redacted] SC 29601 �...⇄ Toll Free Fax [redacted]
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
March 19, 2014
Revdex.com of Upstate South Carolina
Attn: [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted]
Subject Property: [redacted], RI 02910
Reference Number:[redacted]
Dear[redacted]:
This letter is in response to the rebuttal submitted March 13, 2014 to Shellpoint Mortgage Servicing (“Shellpoint”).
[redacted] stated in the rebuttal, that Shellpoint is taking two payments at the same time, one from ACH and the other sent from his bank. [redacted] advises this occurred because Shellpoint, formerly known as [redacted] Services, L.P. (“[redacted]”) did not confirm receipt of his ACH form. Per [redacted], he received notice of the ACH draft payment that occurred on March 10, 2014 on March 11, 2014, and therefore couldn’t cancel the payment. [redacted] also advised that Shellpoint was unwilling to put a hold on the check he submitted through his bank, and he was told that if the check did not clear, he would be assessed a non-sufficient funds (“NSF”) fee. [redacted] Services, L.P., (“[redacted]”) began servicing the mortgage loan for the above referenced property on or about January 23, 2014. At that time, the loan was current and due for February 1, 2014. As stated in our previous response, [redacted] received a signed ACH Draft Authorization form on February 7, 2014, authorizing ACH drafts to begin on March 10, 2014, and on the 10th of each month thereafter. [redacted] was unable to establish contact with [redacted] to confirm the ACH details or advise him that the loan was past due, because he refused to verify himself over the phone. As of March 1, 2014, [redacted] Mortgage Servicing became part of Shellpoint Mortgage Servicing (“Shellpoint”), a division of [redacted] Financial, LLC. The ACH draft plan remained in place with the acquisition. When Shellpoint continued to attempt to make contact with [redacted] he refused to verify his identity again, and Shellpoint was unable to discuss the matter. [redacted] called Shellpoint on March 7, 2014 and agreed to verify himself to discuss the loan. At that time, we advised him that the account was past due for February 1, 2014 and his ACH plan was set up to begin on March 10, 2014, per his instructions. [redacted] did not request the cancellation of the ACH payment at that time, even though he had also scheduled a payment through his bank. [redacted] called Shellpoint on March 12, 2014 and advised that he didn’t want both payments to come out at the same time and he has asked his bank to stop payment on the check. We advised [redacted] that a NSF fee would be assessed to the loan if the check did not clear. As of the date of this letter, both the ACH payment and the additional payment sent by [redacted] bank have cleared and the loan is current. The next payment is due April 1, 2014.
If you have any further questions, comments or concerns, please contact me at [redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
[redacted] Place, Suite [redacted]...
...⇄ Toll Free Phone 1-[redacted]
[redacted], SC 29601 �...⇄ Free Fax 1-[redacted] ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
April 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: [redacted] Association
Loan Number: [redacted]
Reference Number: [redacted]
Dear [redacted]:
This letter is in response to the complaint submitted March 31, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] (“[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 he received a statement on March 29, 2014 which showed a payment was not processed for the month of March and he was assessed a late fee and an non-sufficient fund (“NSF”) fee. He is concerned that Shellpoint Customer Service and the website showed he owed two different dollar amounts for the month and he feels that Shellpoint should be investigated for not processing payments correctly.
[redacted] made a payment through our automated “pay by phone” system on March 5, 2014, in the amount of $1,639.92. This payment was returned on March 10, 2014 because the account number was entered incorrectly. As a result, the loan was assessed an NSF fee of $15.00 and a late fee of $62.50. When we spoke with [redacted] on March 29, 2014, we advised him that the amount owed on the loan for March 2014 was $1,717.42, which included the monthly payment amount of $1,639.92, the late fee of $62.50 and the NSF fee of $15.00. The total amount showing due on the Shellpoint website was $1,702.42, which included only the monthly payment amount of $1,639.92 and the late fee of $62.50. We would like to apologize for any inconvenience experienced regarding this issue. As a one-time courtesy, Shellpoint has waived the $15.00 NSF fee and the $62.50 late fee. Shellpoint has not reported any derogatory information to the three major consumer reporting agencies.
Please know, Shellpoint is continuously working on improving our website. Shellpoint will not compensate [redacted] for the frustration he experienced regarding this issue. However, we appreciate his feedback and will forward his concerns to 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
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
August 9, 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] Mortgage Association
Loan Number: xxxxxx[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] Mortgage Association (“[redacted]”) currently owns the loan number ending in[redacted] [redacted] Services, L.P. (“[redacted]”) was the service of this loan beginning October 1, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted]s mortgage servicing assets.
Ms. [redacted] stated in the complaint that she pays her mortgage to [redacted] Mortgage Servicing and it has been a continual problem for them to keep track of her payments. Ms. [redacted] advised that she pays half of the full monthly payment every other week, and she pays it so that the full monthly payment is paid before the due date of the first of the month. However, she receives at least one phone call per month from this company saying her payment is late. [redacted] has misapplied her payment because it confuses them to have the split payment amount. She is refinancing this loan in order to get away from this company and she wishes to be reimbursed for the cost of refinancing.
By way of background, [redacted] began servicing this loan on October 1, 2013. Ms. [redacted] began making partial payments to [redacted] on October 21, 2013, and continued sending partial payments, roughly every two weeks. The second partial payment received from Ms. [redacted] was received on November 6, 2013, but was misapplied in error to an account with a similar Reference Number. The payment was located on August 7, 2014 and has been posted to Ms. [redacted] loan, with an effective date of November 6, 2013. Because the November 6, 2013 payment was missing, Ms. [redacted] bi-weekly payment plan was off schedule. By March 2014, there were not enough funds to post a full payment before the end of the grace period, and a late fee was assessed on March 17, 2014. The late fee was paid upon receiving another partial payment the same day. Shellpoint has since reversed the late fee payment, waived the late fee, and posted the funds to principal. A screen print of the payment record on this loan is attached, showing all of the payments received by [redacted] and Shellpoint since October of 2013. If Ms. [redacted] believes there are any additional missing payments, we ask that she provide a front and back copy of the check/s and we will gladly assist.
On May 27, 2014, Shellpoint posted a partial payment to principal, instead of holding the funds in unapplied until a full payment was received. Shellpoint received a phone call from Ms. [redacted] on June 19, 2014, at which time the posting to principal was discussed. A request was sent to our payment processor to reverse the payment to principal and post those funds toward a monthly payment. The loan history indicates that this was never completed.
On August 7, 2014, Shellpoint contacted Ms. [redacted] to advise we located a missing partial payment in the amount of $650.00. We offered to combine that with the funds we had previously mis-applied to principal (mentioned above), to post a full payment to the loan for the September 1, 2014 due date. Or, we could post it all to principal. Ms. [redacted] elected to have a full payment posted to the September 1, 2014 due date. This request was completed on August 8, 2014 and the next payment is due October 1, 2014.
Shellpoint does offer a free bi-weekly automatic draft (ACH) program. Bi-weekly payments can be automatically drafted from Ms. [redacted] checking or savings account, every other Monday. Shellpoint informed Ms. [redacted] of this option, but she declined.
Shellpoint will not reimburse Ms. [redacted] for refinancing fees. It is Ms. [redacted] choice to refinance her loan and it is her responsibility to pay the associated fees.
Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding the application of her bi-weekly payments. Shellpoint has advised Ms. [redacted] that we would notate her account with instructions to our payment processing vendor that Ms. [redacted] pays bi-weekly, and the partial payments should not be posted to principal. Ms. [redacted] was provided with a direct contact to call should she experience any future problems with the posting of her payments.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] Property Address: [redacted], TX 79915 11px; font-family: Verdana;">Reference Number: [redacted] Dear [redacted]: This letter is in response to the complaint submitted January 20, 2017, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about December 4, 2015. 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 submitted a check to Shellpoint’s Loss Draft department for endorsement, and now we won’t return any funds to her. She further states that she has called every other day for the past six (6) weeks and keeps getting the runaround; therefore, she wants this process escalated. Upon review of the complaint, Shellpoint’s Compliance department attempted to contact Ms. [redacted] on January 20, 2017 to discuss the complaint and resolution; however, we were unable to reach her. We are here to take calls during the hours listed above. She may also request a specific date and time she would prefer we call her. According to Shellpoint’s records, we received the check on December 9, 2016. On December 19, 2016, we spoke with Ms. [redacted], and at that time, she was informed we were unable to deposit the check because she had not endorsed it. She was also advised we had not received the required documents from her, as the W-9 was missing. The monitored claims process was discussed at that time as well (meaning the funds would be deposited and would be distributed as the work was inspected and completed in stages). Ms. [redacted] stated she was unsure if the original contractor was still willing to do the job, and she may be going with a new contractor. She further stated that the new contractor would be paid out of pocket. We advised that in this instance, once the work was complete and an inspection was performed, the check would be endorsed and [redacted] returned to her in full. Ms. [redacted] was also advised as to what documentation would be needed for the new contractor. Because Ms. [redacted] was undecided as to what to do regarding the contractors, she asked that we hold the check until she had decided and called us back. We advised that we would hold the check until December 27, 2016 before we returned it for the missing endorsement. The next conversation with Ms. [redacted] was on January 20, 2017. She called to inquire if the check had been mailed and asked if were being sent priority mail as she was promised by a Customer Service representative. She was advised the check had been requested, but there was nothing stating it was being sent overnight. At that time, Ms. [redacted] disconnected the call. The check has been mailed via UPS, tracking number [redacted] and should arrive on January 24, 2017. 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: ([redacted]
This is a continuation of a prior complaint which was closed by the Revdex.com but never resolved.Just received a bill for $125 for what they claim to be an appraisal but nothing more than a real estate agents opinion of what my property is worth. I had a chance to talk to this agent and according to him he was pricing the property based on square footage and completely ignoring the $25,000 spent in improving the property. This is a fraud being conducted by the lender and investors in order to charge more by not removing the private mortgage insurance and calling it an appraisal. I paid for an appraisal and I want one done. The value they had was $425,000 .
I demand that my PMI is removed and a full appraisal completed to prove the higher values.
February 28, 2014
1;">
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], LLC
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear [redacted]
This letter is in response to the complaint submitted February 25, 2014 regarding the above referenced loan. [redacted], LLC (“[redacted]”) currently owns the loan number ending in[redacted]. Resurgent Capital Services L.P. (“Resurgent”) is the servicer of this [redacted] loan and has been since October 18, 2013.
[redacted] stated in the complaint, that Resurgent failed to carry over the principal payment election with the ACH plan that she had in place with [redacted] (“[redacted]”). [redacted] also advised that she had to fill out a new ACH form with Resurgent, to add the principal payment selection to the amount that is debited from her bank account each month. Per [redacted], Resurgent did not pay the property taxes due to [redacted] County for 2013, and she stated that it is difficult to reach a representative by phone. She also hasn’t received a response to her emails. [redacted] would like Resurgent to reimburse her for the $350.36 she will be paying out of her pocket for taxes, and she would like some of her mortgage paid down for delaying her principal payments. Resurgent began servicing this loan on October 18, 2013. The automatic draft plan (“ACH”) was transferred from the previous servicer, [redacted], and the first payment was drafted on November 4, 2013. The information transferred from [redacted] did not include any instructions to draft additional funds for principal. [redacted] spoke with a representative on October 29, 2013, who sent [redacted] a new ACH form to fill out with instructions for additional principal. Resurgent received the new form on November 25, 2013 and updated [redacted]’s ACH to draft the extra funds for principal, effective January 1, 2014. Unfortunately, it was too late to make the change effective for the December 1, 2014 draft date.
The taxes due on [redacted]’s property should have been paid by the prior servicer. Upon notification of the delinquent taxes, Resurgent submitted a request to pay the taxes and sent payment on January 16, 2014. Upon receipt of this complaint, Resurgent discovered that the tax payment was not received by [redacted] County. Resurgent submitted payment again to [redacted] County via their website, on February 25, 2014. Resurgent paid $229.89 in property taxes from [redacted]’s escrow account and paid the interest and penalties in the amount of $120.47 at our own expense.
Resurgent would like to apologize for any excessive wait time experienced when calling our Customer Service Department. Our records indicate we received an email from [redacted] on December 3, 2014 and a follow up email on December 15, 2013. Resurgent responded to [redacted]’s emails regarding her taxes on January 17, 2014 (enclosed). Resurgent has been experiencing extremely high call and email volume and we are working diligently to improve our response time.
Regarding [redacted]’s request to pay down her mortgage as compensation for delaying her principal payments, [redacted] could have submitted extra principal payments by phone or by sending a check through the mail. Resurgent is not able to make an adjustment to [redacted]’s principal balance.
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 [redacted].
Sincerely,
[redacted]
Resurgent Capital Services L.P.
Enclosure
Thank you very much to the Revdex.com and Shellpoint Mortgage Servicing for reviewing the correcting this record.
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]
1) A brokers price opinion is not an appraisal and does not determine the real value of real of real state. The fact that the improvements we made were not taken into consideration makes no sense to me and to anyone involved in the real estate business.
2) Wood flooring at most of the house, crown molding through out the house, floor moldings through out, upgraded kitchen, fireplace , painted home . To say these items do not increase value compared to other homes in the area is to not know anything about how value is determined.
Please refer to the two attachments:
1) Loan paper I signed.
2) Comparable home values.
[redacted]
[redacted], Suite [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
May 21, 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] Association
Loan Number: [redacted]
Reference Number:[redacted]
Dear Ms. [redacted]
This letter is in response to the complaint submitted May 14, 2014 regarding the above referenced loan. [redacted] Association (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted], L.P. (“[redacted]”) was the servicer of this [redacted] [redacted] loan beginning August 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Ms.[redacted] stated in the complaint, that she made a payment on January 13, 2014 on our website but the payment was not debited from her bank account. She made another payment several days later and this time it was deducted from her bank account. Ms. [redacted] requested a credit for the late fee and non-sufficient funds fee assessed to the loan as a result of the returned payment. Our representatives denied the request because the funding account information was entered incorrectly by the borrower on the website. Ms. [redacted] stated that if the account information was entered incorrectly, it is still [redacted] fault because there is no way to confirm the account number entered on the website. Ms. [redacted] has submitted the same request to be credited for the late and NSF fees and would like an apology for the treatment she received. The payment submitted by Ms. [redacted] on January 13, 2014 was entered with the correct Bank Routing Number of [redacted]. However, instead of entering the bank account number ending in [redacted] as the funding account, Ms. [redacted] entered her [redacted] Loan Reference Number [redacted]. Since the number entered for the bank account was not a valid number, the payment was returned with an error that the account could not be located. The payment that Ms. [redacted] entered on our website on January 19, 2014 was successful and drafted Ms[redacted] bank account ending in [redacted]. Since the fees assessed to the account are not a result of a[redacted] error, we are unable to waive them. We would like to apologize for any inconvenience experienced regarding this issue.
Shellpoint takes its customer service obligations very seriously and we appreciate Ms. [redacted] feedback regarding the payment feature on our website.
If you have any further questions, comments or concerns, please contact me at 1-[redacted]
Sincerely,
[redacted]
Shellpoint Mortgage Servicing