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 Trustee for [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the rebuttal submitted August 27, 2014 regarding the above referenced loan. [redacted] as [redacted] (“[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 the $95.00 valuation fee Shellpoint assessed to his loan as part of the loan modification review process was fraudulent, and he was never informed of it, nor was it authorized.
A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property. 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. Please refer to Section 14 of the enclosed Deed of Trust regarding loan charges.
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]
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the rebuttal submitted July 24, 2014 regarding the above referenced loan. [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning July 15, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of[redacted] mortgage servicing assets. As of May 30, 2014, this loan was released from Shellpoint and transferred to [redacted] (“[redacted]”) for servicing.
Ms. [redacted] stated in the rebuttal, that she does not understand how the company that incurred the fines for failure to pay her taxes is not responsible for the fines. Ms. [redacted] advised that she would contact the new mortgage servicing company, but they have already informed her that they are not responsible for the fines.
[redacted] is not responsible for the fines. [redacted] will pay the penalties and interest assessed by the tax authority and then [redacted] must contact the owner of the loan, [redacted], to be reimbursed for the penalties and interest they paid.
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].
My mortgage was transferred to Shellpoint Serving. I did not have a say in the matter.
I notified them in writing to pay my taxes on time. They did not pay my taxes on time despite that. Now there is a penalty in addition to the tax payment. When you call them, you can not talk to their tax department, the tax department is not allowed to call you back, you can only write to them or fax to them.
If you have a choice, stay away from Shellpoint.
[redacted]: This letter is in response to a rebuttal from received January 12, 2015, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per the complaint, the borrower(s) advised on November 16, 2015 she faxed a copies of the requested documents in order to have the lien on the above referenced property released. Ms. [redacted] was advised by Shellpoint on November 19, 2016 that the information provided could not be accepted from Ms. [redacted] but it had to come from an abstractor. On December 21, 2015 she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, 2015. Ms. [redacted] has advised she made contact with Shellpoint since December 21, 2015 to follow up on the status of the lien release, but has not received any new information. Ms. [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely manner. Upon investigation, Shellpoint has located the subject mortgage. The mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,134.69. As such, the mortgage provided to Shellpoint by Ms. [redacted] did not match Ms. [redacted]’s documentation, except for the fact that it originated with [redacted]. This made it difficult to match the information to prepare a lien release. In an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were found. Please be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the county. As of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording. [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] Reference Number: [redacted] Verdana;">Dear [redacted]: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about December 16, 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. Upon receipt of the complaint, Shellpoint attempted to contact Mr. [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr. [redacted]’s attorney, which we responded to via email ([redacted]com) on August 24, 2016. Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([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 rebuttal submitted May 15, 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 the [redacted] loan beginning October 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the rebuttal, that Shellpoint was inaccurate in stating that he made a payment by phone because he has only paid online. Shellpoint’s online tool retains his bank account information, which he has used for subsequent payments. In our last response, Shellpoint advised that no derogatory information was reported to the credit bureaus. Mr. [redacted] pulled a credit report for himself and his wife on May 18, 2014 and he believes that his wife’s credit score was adversely affected by what Shellpoint reported. Shellpoint has reviewed our records and determined that the payment made on March 5, 2014 was not by phone. Please accept our apologies for the oversight. Further research indicates Mr. [redacted] made a payment through our website 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. The account number entered for the returned payment was eight digits long and ended with [redacted]. All of the other successful payments were made with a ten digit account number ending in [redacted].
Shellpoint has not reported any derogatory information to the four major consumer reporting agencies for this tradeline. If Mr. or Mrs. [redacted] would like to forward a copy of the dated credit report showing otherwise, we will gladly research that.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Reference Number: [redacted]
Verdana;">Dear Ms. [redacted]: This letter is in response to the complaint submitted March 10, 2016 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective August 5, 2015, Shellpoint began servicing the loan on the behalf of [redacted] Funding LLC. [redacted] C. [redacted] stated in the complaint, I represent [redacted] in the sale of his home. The home is upside-down, so we have been working with Shellpoint for almost a year to secure a short sale. Our Single Point of Contact informed me that the short sale was approved; however, I have not received any communication from Shellpoint since. Shellpoint regrets any inconvenience the homeowners or their authorized representative may have experienced while communicating with our office, as Shellpoint strives to provide excellent service to all of its customers. On the inconsistencies asserted the complaint, Shellpoint has provided the following details. On February 29, 2016, Shellpoint spoke with the homeowners’ authorized representative, where during that confirmation Shellpoint advised that the original offer for purchase was not approved. Shellpoint countered the offer for purchase requiring an amount of $205,000.00. Following that conversation, Shellpoint received a dispute of the value it had previously obtained on the subject property, where based on an inspection it was valued at $205,000.00. Shellpoint reviewed the dispute of its value; however, following our review on the matter the value remained unchanged. Shellpoint maintains that the assessed value of $205,000.00 is valid. On March 3, 2016, following the determination on the value Shellpoint obtained, Shellpoint escalated the offer for purchase for further review to be considered for approval. Later on March 8, 2016, one of Shellpoint’s loss mitigation representatives spoke with the homeowners’ authorized representative, and advised that the offer for purchase had been submitted for approval. As of March 10, 2016, the offer for purchase was approved. On that same day, the enclosed Agreement to Release Collateral Interest was issued. Shellpoint has approved the [redacted] for a short sale where under the sale it would receive proceeds in the amount of $172,632.35 no later than April 15, 2016. Should the homeowners or their authorized representatives have questions regarding the short sale, we respectfully request they contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. 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. This is a reiteration of the earlier response apologizing for the issue but not rectifying the matter. It has and still is been outstanding and is within Shellpoint's complete power to reconcile. Still would like to understand timing and if actual effort is being done to rectify the matter.Regards,[redacted]
Revdex.com of Upstate South Carolina
Attn: Cindy [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner:[redacted] Services I, LLC
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] Services I, LLC (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning January 17, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Mrs. [redacted] stated in the complaint that she has requested numerous times for an invoice to pay, but has only received one invoice. She is requesting a monthly invoice for her records.
Our records indicate that while [redacted] serviced this loan, a total of twelve monthly statements were mailed to the [redacted]’s, dated January 9, 2013 through January 8, 2014. However, after Shellpoint acquired all of [redacted] mortgage servicing assets in March 1, 2014, no statements have been mailed to the [redacted]’s. Shellpoint’s system does not allow for monthly statements to be mailed on loans that have passed their maturity date. We would like to apologize for any inconvenience experienced regarding this issue.
As an alternative, Shellpoint offers online account access to review the loan information and make payments. The [redacted]’s may register at our website www.shellpointmtg.com. This will require a unique user name and password that is different from the customer’s Name or Email address. The 10 digit Loan ID is also required, which is the Reference Number shown above. When asked for the Tax ID Number, Mr. [redacted] should enter his Social Security Number. Should Mr. or Mrs. [redacted] have any trouble registering online, they may call our Customer Service department at [redacted]
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Shellpoint took over servicing our home mortgage and it has been a total nightmare. In more than 20 years of home ownership we have never had a problem with any other mortgage companies (we pay our mortgage on time every month with additional principle. The service at Shellpoint is TERRIBLE. They lose checks, can't process an EFT (I know - unbelievable) Each customer service rep says the same thing - "sorry I can't help you, a supervisor will have to call you back" - but they never do! They may be responsive to banks but they sure are not to home owners!!!
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. They are now claiming that I am ahead in my payments so why was I getting the rude phone calls and here again they are making an excuse as to why once again I will not be getting a statement. 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.
This Story that they are claiming to be is just fabricated. the reason why i'm saying that is because initially they charge me for insufficient funds. & now they have changed it to not good account number... I personally have asked them several times to provide me the account number they are saying I enter't but they always said that they will call me back within 24 hours but it never happened. I can give you the names & the dates that I spoke to them.
i spoke to them: first on 1/28/14 I spoke to someone at [redacted] that gave me this email address [redacted].com & emailed to them the attached document proving that I had sufficient funds in my account but they have never replied or called me about this.
on 2/10/14 I emailed her again requesting an update. and I got no response attached is a copy of the email.
I made several calls in the time between 2/10 and 4/7 witch I don't have proof of. but on 4/8/14 I called again I spoke to[redacted] at extension #[redacted] she told me the new story taht I enter't a wrong account number I asked her can you please give the account number I enter't she tried to look it up & at the end she told me she will call me back within 24 hours. never happened!
I called again I few times trying to get this to an end, but this company were soo not cooperative. they never ever gave me the account number I supposedly enter't until I filed the complain with Revdex.com they had to come up with something, so they produced that I have put in my loan number instead of my bank account number witch does not make any seance since I have a few loans with this same company & I do this kind of work several time a month.
basically this company is very mis-organized & unprofessional. this is not the first nor last problem I & my husband with his accounts have with them. & we deal with a loot of financial service companies. we have a few credit cards & a few mortgages on different properties. we never find a fraction of the problems they give us at any other company!!!
I really hope & believe they will take this the right way & make good with us!!
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.
This is exactly what I am talking about[redacted] did pay the taxes for 2012 & 2013 which I immediately paid back to the bank; I have proof that I paid the 2012/2013 taxes to the [redacted] Assessors Office but [redacted] paid it without notification; I have shown proof to [redacted] that the taxes were paid.
This was an isolated incident they have NEVER paid the taxes or the Insurance in the past; the terms of my loan are that I pay my own taxes and insurance.
This company has fradulently opened a Escrow account which is causing the deliquency of my account; I have NOT missed a house payment matter of fact I sent in one additional payment to [redacted] which was refunded back to me which would prove if I owed any outstanding fees they would have deducted it from the refund.
This company needs to CLOSE THE ESCROW ACCOUNT AND APPLYING THE FEES TO MY ACCOUNT!!!
Regards,
[redacted]
RE: Complaint ID [redacted] Current Owner: [redacted] Association 11px; font-family: Verdana;">Loan Number: [redacted] Reference Number: [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted April 9, 2015 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 November 28, 2014. Per the complaint, Ms. [redacted] stated Shellpoint double drafted her bank account in April 1, 2015 and as of the date of the complaint, still has not refunded the duplicate draft eleven days later. Ms. [redacted] would like the funds refunded and an apology, as well as assurance this would not occur again. By way of background, Shellpoint received an automatic draft authorization form from Ms. [redacted] on March 6, 2015. The form requested Shellpoint begin drafting payments from the checking account ending in [redacted] on April 1, 2015. The recurring draft plan was set up to begin drafting April 1, 2015, per Ms. [redacted]’s wishes. Due to a keying error, a 2nd payment was entered to draft April 1, 2015. This resulted in the double draft that occurred on April 1, 2015. Shellpoint received a call and email from Ms. [redacted] on April 2, 2015 regarding the double draft.. In response, Shellpoint’s Customer Service department requested proof that the funds cleared from Ms. [redacted], so that we could process a refund for the duplicate draft. Shellpoint received the copy of the bank statement from Ms. [redacted] on April 6, 2015. After reviewing the bank statement, Shellpoint responded to Ms. [redacted] with a letter dated April 10, 2015 advising the bank statement provided on April 6, 2015 showed the transactions were “processing.” In order to refund the duplicate payment, Shellpoint required verification that both payments cleared the bank account. Since the bank statement provided did not include this proof, the refund request was denied. [redacted] In the meantime, Shellpoint received another call from Ms. [redacted] on April 9, 2015. Our agent verbally informed Ms. [redacted] that we require a copy of the bank statement showing both payments cleared, and the only bank statement we had on file showed the payments were processing. Despite not having the required evidence, Shellpoint’s agent referred the issue to a Supervisor. Since it had been more than 5 days since the drafts and neither of the drafts had been returned for non-sufficient funds (“NSF”), the Supervisor requested a refund of the duplicate payment. Shellpoint received contact from Ms. [redacted] on April 14, 2014, as a follow up to the refund request. According to the Supervisor, the refund would arrive in Ms. [redacted]’s bank account within 24 hours. Unfortunately, the refund request was missed on the 14th and had to be requested again on April 16, 2015. We understand there may be additional NSF fees Ms. [redacted] may have incurred as a result of these issues. Ms. [redacted] should submit a copy of the bank statement showing theany fees, so that we may request a check to reimburse her. She should send the copy of the complete bank statement to [redacted]@shellpointmtg.com or by fax to [redacted]. Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding these issues. Our records indicate Ms. [redacted] has cancelled the automatic draft plan that was set up to begin April 1, 2015. As a result, Ms. [redacted] should not experience another double draft issue with Shellpoint. Please know that Shellpoint takes its customer service obligations very seriously and Ms. [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
This letter is in response to the complaint submitted September 11, 2015 regarding the servicing of font-family: Verdana;">the mortgage loan for the above referenced property. [redacted] Association, as Trustee for [redacted] Mortgage Loan [redacted] currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mr. [redacted] believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies, which has damaged their credit rating. Mr. [redacted] advises the loan was discharged through a Chapter 7 Bankruptcy while being serviced by the previous servicer, [redacted], N.A. (“[redacted]”). As such, Mr. [redacted] requests Shellpoint cease reporting the loan to the consumer reporting agencies. 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]’s, 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. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s). However, 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, as the [redacted]’s are not liable for the associated debt. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. 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 [redacted]’s 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 and Equifax 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 of them. If Mr. or Mrs. [redacted] have any documentation indicating the CRA’s are displaying any amounts owed for this debt, 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
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 don't understand how the company that incurred the fines for failure to pay my taxes is not responsible for the fines. I will contact the new mortgage servicing company but they have already told me verbally that they are not responsible for these fines. Are there regulations that address this issue that I should be aware of?
Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted on March...
5, 2015 regarding the above referenced loan. [redacted] Mortgage Corporation (“[redacted]”) is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above on or about April 7, 2014. Per the complaint, the borrower(s) stated that their mortgage was opened in April 2014, and the September 2014 taxes and insurance premiums were due to be paid from their escrow account in the amount of $850.27. The borrower(s) wrote they received a Past Due Notice in November 2014, advising them of an unpaid balance of $164.35. The borrower(s) stated that Shellpoint only paid $685.92, leaving a balance of $164.35. Upon contacting Shellpoint and faxing the notice, the borrower(s) were advised the unpaid property tax balance would be taken care of. The borrower(s) advised they called Shellpoint two weeks later to find out the balance was still unpaid, and decided to pay the balance out of pocket in order to avoid losing the property. The borrower(s) advised they have been told by Shellpoint representatives on numerous occasions, they would be reimbursed, but to date have not. The borrower(s) request reimbursement of their out of pocket expense and a resolution. Please be advised, Shellpoint is not responsible for paying supplemental tax bills. It is the borrower’s responsibility to pay supplemental tax bills because they are generally not billed consistently on an annual basis, and therefore not calculated into the monthly escrow payment amount. Shellpoint paid $691.46 on September 5, 2014 to [redacted] County towards Contract # [redacted]/Parcel # [redacted]. [redacted] County accepted our payment and applied $530.34 to the current property tax bill and $161.12 towards a delinquent supplemental bill from the previous year. This left the current taxes short, which resulted in a tax penalty. Shellpoint [redacted] contacted [redacted] County Tax office, who advised the borrower(s) paid $164.34 by credit card on November 19, 2014, which was applied towards the remaining taxes due. Since Shellpoint is not responsible for paying supplemental tax bills, we are unable to reimburse the [redacted] for the tax payment they made in November 2014. A request has been submitted to expedite an escrow analysis. If there is an overage of over $50.00, it will be refunded to them. The results of the escrow analysis will be mailed to the [redacted] within thirty (30) days. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the tax issues. Please know that Shellpoint takes its customer service obligations very seriously and these 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 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 May 6, 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 this [redacted] loan beginning October 8, 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 has been trying to remove the mortgage insurance on his loan due to an increase in property value from some upgrades completed since December 2013. After calling, he finally received a letter in April 2014 denying the removal of mortgage insurance for one of many reasons, but the reason was never clarified. He has called two times since receiving the denial letter, but has been unable to ascertain the reason why his request was denied. Shellpoint reviewed Mr. [redacted] request to cancel Private Mortgage Insurance (“PMI”) on April 1, 2014. To qualify for PMI cancellation, the Loan to Value (“LTV”) ratio must be 80% or lower. Shellpoint evaluated Mr.[redacted] LTV ratio, based on the original appraisal amount and the principal balance as of April 1, 2014. Mr. [redacted] LTV was 92.800%; therefore, the request to cancel the PMI was denied. Since he has made improvements to the property since the loan origination, Shellpoint can order an appraisal at Mr.[redacted] expense. Shellpoint is in receipt of Mr. [redacted] signed consent form to order an appraisal at his expense, to obtain the current value of his home with the improvements. Shellpoint has requested an indoor and outdoor appraisal and we will notify Mr. [redacted] of the results as soon as we receive them.
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 April 26, 2015 to Shellpoint Mortgage Verdana;">Servicing (“Shellpoint”). Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, [redacted], doing business as [redacted] trust, not in its individual capacity, but solely as owner trustee for [redacted]. Ms. [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] California. The State of California paid Shellpoint $77,000.00 to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late charge. They also demanded I pay April and May payments up front. I called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would be. The woman was rude and not helpful. I think Shellpoint should start collecting payments in May. Shellpoint regrets any inconvenience Ms. [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customers. Please be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable law. However, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $613.52 effective with the October 1, 2011 installment, and the monthly principal and interest payment would later increase. The agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rate. As conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, 2014 installment. As conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, 2014. In September 2014, Shellpoint made several attempts to establish contact with Ms. [redacted], but was unable to do so until October 16, 2014. During that conversation, Shellpoint discussed the reason for increase in the monthly payment. On February 17, 2015, Shellpoint received funds totaling $77,000.00 to be applied to Ms. [redacted]’s loan as part of her approval for assistance under the [redacted] California program. At that time, the loan was due for the October 1, 2014 contractual installment. Shellpoint used $5,377.96 of those funds to satisfy the October 1, 2014 March 1, 2015 installments. Also, $71,609.72 of those funds were applied to the principal balance. As part of Ms. [redacted]’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown below. Reduced Principal Balance: $115,391.35 Interest Rate: 3.125% Principal and Interest Payment: $441.97 Total Payment: $625.05 Payment Due Date: April 1, 2015 Maturity Date: September 1, 2051 Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effect. However, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changed. We have provided an updated payment schedule below. Interest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/2015 10/1/2015 $509.39 4.625% 9/1/2016 10/1/2016 $544.15 As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms. [redacted] signed on September 14, 2011. No other changes to the loan’s interest rate will occur outside of the schedule provided above. The principal and interest payments provided above do not include the monthly escrow deposit. The monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow deposit. As conveyed in Ms. [redacted]’s complaint, Shellpoint previously advised that the recast was effective with the April 1, 2015 installment. We have received payments for the April 1, 2015 and May 1, 2015 installments, and as a result, the next installment on the loan is due June 1, 2015. Lastly, please be advised that late charges have been waived. However, note that the original agreement stipulates that installments are due on the first day of each month. If the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loan. All late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $0.00. If Ms. [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistance. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted June 9, 2016, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 14, 2014. Upon review of the complaint, Shellpoint determined we had already received a similar, complaint directly from Ms. [redacted] on May 24, 2016 and June 9, 2016. We responded to her with a letter dated June 14, 2016 and sent it by email to [redacted]. Enclosed is a copy of the 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 [redacted] Regulatory Fax: [redacted] Enclosure Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. [redacted]Dear Ms. [redacted]: This letter is in response to correspondence received May 24, 2016 and June 9, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 4, 2014. Per the correspondence, you would like your Private Mortgage Insurance (“PMI”) premium lowered to $43.39, as you allege the Initial Amortization Schedule you provided states when the loan reaches a principal balance of $222,729.00, the PMI premium will be lowered. The [PMI] Commitment/Certificate Endorsement from [redacted] Insurance Corporation (“[redacted]”) attached to your loan states, “This Endorsement modifies the Commitment/Certificate or terms which apply to the Loan, as stated below …” This document is effective March 19, 2008, (the closing date of the loan) and carries a fixed PMI premium. It is not tied to the principal balance of the loan, or the loan modification you obtained. Please refer to the Premium Rate box, which shows the rate for year one (1), and years two (2) through ten (10) is .970 ($210.43). The rate is scheduled to drop beginning in year eleven (11) to .200 ($43.39), which will be April 2018. A copy of the endorsement you provided in your dispute, as well as a more current copy is enclosed. Both documents show a Certificate Effective Date of March 19, 2008. Since the aforementioned document is related to the origination of the loan, Shellpoint cannot elaborate further regarding the document. Shellpoint respectfully advises that any further investigation, questions or concerns regarding the loan closing documents be directed to the original lender or closing agent. We apologize for any confusion this may have caused. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]
Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing Enclosures
55 Beattie Place, Suite [redacted] �...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
September 2, 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 Trustee for [redacted]
Loan Number: [redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the rebuttal submitted August 27, 2014 regarding the above referenced loan. [redacted] as [redacted] (“[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 the $95.00 valuation fee Shellpoint assessed to his loan as part of the loan modification review process was fraudulent, and he was never informed of it, nor was it authorized.
A valuation is ordered for any loan being reviewed for modification, in order to obtain the current value of the property. 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. Please refer to Section 14 of the enclosed Deed of Trust regarding loan charges.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Enclosure
55 Beattie Place, Suite [redacted] ...⇄ Toll Free Phone 1-800-365-7107
Greenville, SC 29601 �...⇄ Toll Free Fax 1-866-467-1137 ...⇄
...⇄ Hours of Operation
...⇄ Monday-Friday 8:00AM-10:00PM
...⇄ Saturday 8:00AM-3:00PM
July 28, 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]
Loan Number: xx[redacted]
Reference Number: [redacted]
Dear Ms. [redacted]:
This letter is in response to the rebuttal submitted July 24, 2014 regarding the above referenced loan. [redacted] (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning July 15, 2013. Effective March 1, 2013, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of[redacted] mortgage servicing assets. As of May 30, 2014, this loan was released from Shellpoint and transferred to [redacted] (“[redacted]”) for servicing.
Ms. [redacted] stated in the rebuttal, that she does not understand how the company that incurred the fines for failure to pay her taxes is not responsible for the fines. Ms. [redacted] advised that she would contact the new mortgage servicing company, but they have already informed her that they are not responsible for the fines.
[redacted] is not responsible for the fines. [redacted] will pay the penalties and interest assessed by the tax authority and then [redacted] must contact the owner of the loan, [redacted], to be reimbursed for the penalties and interest they paid.
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
My mortgage was transferred to Shellpoint Serving. I did not have a say in the matter.
I notified them in writing to pay my taxes on time. They did not pay my taxes on time despite that. Now there is a penalty in addition to the tax payment. When you call them, you can not talk to their tax department, the tax department is not allowed to call you back, you can only write to them or fax to them.
If you have a choice, stay away from Shellpoint.
Dear Ms....
[redacted]: This letter is in response to a rebuttal from received January 12, 2015, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about March 1, 2014. Per the complaint, the borrower(s) advised on November 16, 2015 she faxed a copies of the requested documents in order to have the lien on the above referenced property released. Ms. [redacted] was advised by Shellpoint on November 19, 2016 that the information provided could not be accepted from Ms. [redacted] but it had to come from an abstractor. On December 21, 2015 she was told the lien release was sent to the [redacted] County Recorder’s Office on December 12, 2015. Ms. [redacted] has advised she made contact with Shellpoint since December 21, 2015 to follow up on the status of the lien release, but has not received any new information. Ms. [redacted] would like her lien released and Shellpoint held accountable for not completing this in a timely manner. Upon investigation, Shellpoint has located the subject mortgage. The mortgage origination date was loaded into our system with an erroneous date and an original balance of $6,134.69. As such, the mortgage provided to Shellpoint by Ms. [redacted] did not match Ms. [redacted]’s documentation, except for the fact that it originated with [redacted]. This made it difficult to match the information to prepare a lien release. In an attempt to find the correct mortgage for release, Shellpoint hired a third party vendor to send an abstractor to the county to search for the correct mortgage, but no results were found. Please be advised, if the lien release was prepared incorrectly and sent to the county for recording with incorrect information it would have been rejected by the county. As of the date of this letter, Shellpoint has identified the error, made the corrections and will prepare the lien release and send to the county for recording. [redacted] Please accept our sincere apologies for any inconvenience and delay experienced regarding this issue. If you have any further questions, comments, or concerns, please contact Customer Service at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
RE: Complaint ID: [redacted] Reference Number: [redacted] Verdana;">Dear [redacted]: This letter is in response to the complaint submitted August 12, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about December 16, 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. Upon receipt of the complaint, Shellpoint attempted to contact Mr. [redacted] on August 17, 2016, to resolve his concerns, but we were informed all communication should be made through his attorney, [redacted] P.C. Upon review of your correspondence, Shellpoint determined we had already received a similar request directly from Mr. [redacted]’s attorney, which we responded to via email ([redacted]com) on August 24, 2016. Enclosed is a copy of the response and supporting documentation. If you have any further questions, comments, or concerns, please contact me at [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing [redacted].com Regulatory Fax: ([redacted]
May 28, 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 rebuttal submitted May 15, 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 the [redacted] loan beginning October 8, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) purchased substantially all of [redacted] mortgage servicing assets.
Mr. [redacted] stated in the rebuttal, that Shellpoint was inaccurate in stating that he made a payment by phone because he has only paid online. Shellpoint’s online tool retains his bank account information, which he has used for subsequent payments. In our last response, Shellpoint advised that no derogatory information was reported to the credit bureaus. Mr. [redacted] pulled a credit report for himself and his wife on May 18, 2014 and he believes that his wife’s credit score was adversely affected by what Shellpoint reported. Shellpoint has reviewed our records and determined that the payment made on March 5, 2014 was not by phone. Please accept our apologies for the oversight. Further research indicates Mr. [redacted] made a payment through our website 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. The account number entered for the returned payment was eight digits long and ended with [redacted]. All of the other successful payments were made with a ten digit account number ending in [redacted].
Shellpoint has not reported any derogatory information to the four major consumer reporting agencies for this tradeline. If Mr. or Mrs. [redacted] would like to forward a copy of the dated credit report showing otherwise, we will gladly research that.
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Reference Number: [redacted]
Verdana;">Dear Ms. [redacted]: This letter is in response to the complaint submitted March 10, 2016 to Shellpoint Mortgage Servicing (“Shellpoint”). Effective August 5, 2015, Shellpoint began servicing the loan on the behalf of [redacted] Funding LLC. [redacted] C. [redacted] stated in the complaint, I represent [redacted] in the sale of his home. The home is upside-down, so we have been working with Shellpoint for almost a year to secure a short sale. Our Single Point of Contact informed me that the short sale was approved; however, I have not received any communication from Shellpoint since. Shellpoint regrets any inconvenience the homeowners or their authorized representative may have experienced while communicating with our office, as Shellpoint strives to provide excellent service to all of its customers. On the inconsistencies asserted the complaint, Shellpoint has provided the following details. On February 29, 2016, Shellpoint spoke with the homeowners’ authorized representative, where during that confirmation Shellpoint advised that the original offer for purchase was not approved. Shellpoint countered the offer for purchase requiring an amount of $205,000.00. Following that conversation, Shellpoint received a dispute of the value it had previously obtained on the subject property, where based on an inspection it was valued at $205,000.00. Shellpoint reviewed the dispute of its value; however, following our review on the matter the value remained unchanged. Shellpoint maintains that the assessed value of $205,000.00 is valid. On March 3, 2016, following the determination on the value Shellpoint obtained, Shellpoint escalated the offer for purchase for further review to be considered for approval. Later on March 8, 2016, one of Shellpoint’s loss mitigation representatives spoke with the homeowners’ authorized representative, and advised that the offer for purchase had been submitted for approval. As of March 10, 2016, the offer for purchase was approved. On that same day, the enclosed Agreement to Release Collateral Interest was issued. Shellpoint has approved the [redacted] for a short sale where under the sale it would receive proceeds in the amount of $172,632.35 no later than April 15, 2016. Should the homeowners or their authorized representatives have questions regarding the short sale, we respectfully request they contact Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted]. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. 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. This is a reiteration of the earlier response apologizing for the issue but not rectifying the matter. It has and still is been outstanding and is within Shellpoint's complete power to reconcile. Still would like to understand timing and if actual effort is being done to rectify the matter.Regards,[redacted]
Roman; mso-bidi-font-size: 12.0pt;">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
August 5, 2014
Revdex.com of Upstate South Carolina
Attn: Cindy [redacted]
408 North Church St, Suite C
Greenville, SC 29601
RE: Complaint ID [redacted], [redacted]
Current Owner:[redacted] Services I, LLC
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] Services I, LLC (“[redacted]”) currently owns the loan number ending in [redacted]. [redacted] Services, L.P. (“[redacted]”) was the servicer of the [redacted] loan beginning January 17, 2013. Effective March 1, 2014, Shellpoint Mortgage Servicing (“Shellpoint”) acquired substantially all of [redacted] mortgage servicing assets.
Mrs. [redacted] stated in the complaint that she has requested numerous times for an invoice to pay, but has only received one invoice. She is requesting a monthly invoice for her records.
Our records indicate that while [redacted] serviced this loan, a total of twelve monthly statements were mailed to the [redacted]’s, dated January 9, 2013 through January 8, 2014. However, after Shellpoint acquired all of [redacted] mortgage servicing assets in March 1, 2014, no statements have been mailed to the [redacted]’s. Shellpoint’s system does not allow for monthly statements to be mailed on loans that have passed their maturity date. We would like to apologize for any inconvenience experienced regarding this issue.
As an alternative, Shellpoint offers online account access to review the loan information and make payments. The [redacted]’s may register at our website www.shellpointmtg.com. This will require a unique user name and password that is different from the customer’s Name or Email address. The 10 digit Loan ID is also required, which is the Reference Number shown above. When asked for the Tax ID Number, Mr. [redacted] should enter his Social Security Number. Should Mr. or Mrs. [redacted] have any trouble registering online, they may call our Customer Service department at [redacted]
If you have any further questions, comments or concerns, please contact me at 1-[redacted].
Sincerely,
[redacted]
Shellpoint Mortgage Servicing
Shellpoint took over servicing our home mortgage and it has been a total nightmare. In more than 20 years of home ownership we have never had a problem with any other mortgage companies (we pay our mortgage on time every month with additional principle. The service at Shellpoint is TERRIBLE. They lose checks, can't process an EFT (I know - unbelievable) Each customer service rep says the same thing - "sorry I can't help you, a supervisor will have to call you back" - but they never do! They may be responsive to banks but they sure are not to home owners!!!
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. They are now claiming that I am ahead in my payments so why was I getting the rude phone calls and here again they are making an excuse as to why once again I will not be getting a statement. 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.
This Story that they are claiming to be is just fabricated. the reason why i'm saying that is because initially they charge me for insufficient funds. & now they have changed it to not good account number... I personally have asked them several times to provide me the account number they are saying I enter't but they always said that they will call me back within 24 hours but it never happened. I can give you the names & the dates that I spoke to them.
i spoke to them: first on 1/28/14 I spoke to someone at [redacted] that gave me this email address [redacted].com & emailed to them the attached document proving that I had sufficient funds in my account but they have never replied or called me about this.
on 2/10/14 I emailed her again requesting an update. and I got no response attached is a copy of the email.
I made several calls in the time between 2/10 and 4/7 witch I don't have proof of. but on 4/8/14 I called again I spoke to[redacted] at extension #[redacted] she told me the new story taht I enter't a wrong account number I asked her can you please give the account number I enter't she tried to look it up & at the end she told me she will call me back within 24 hours. never happened!
I called again I few times trying to get this to an end, but this company were soo not cooperative. they never ever gave me the account number I supposedly enter't until I filed the complain with Revdex.com they had to come up with something, so they produced that I have put in my loan number instead of my bank account number witch does not make any seance since I have a few loans with this same company & I do this kind of work several time a month.
basically this company is very mis-organized & unprofessional. this is not the first nor last problem I & my husband with his accounts have with them. & we deal with a loot of financial service companies. we have a few credit cards & a few mortgages on different properties. we never find a fraction of the problems they give us at any other company!!!
I really hope & believe they will take this the right way & make good with us!!
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.
This is exactly what I am talking about[redacted] did pay the taxes for 2012 & 2013 which I immediately paid back to the bank; I have proof that I paid the 2012/2013 taxes to the [redacted] Assessors Office but [redacted] paid it without notification; I have shown proof to [redacted] that the taxes were paid.
This was an isolated incident they have NEVER paid the taxes or the Insurance in the past; the terms of my loan are that I pay my own taxes and insurance.
This company has fradulently opened a Escrow account which is causing the deliquency of my account; I have NOT missed a house payment matter of fact I sent in one additional payment to [redacted] which was refunded back to me which would prove if I owed any outstanding fees they would have deducted it from the refund.
This company needs to CLOSE THE ESCROW ACCOUNT AND APPLYING THE FEES TO MY ACCOUNT!!!
Regards,
[redacted]
RE: Complaint ID [redacted] Current Owner: [redacted] Association 11px; font-family: Verdana;">Loan Number: [redacted] Reference Number: [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted April 9, 2015 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 November 28, 2014. Per the complaint, Ms. [redacted] stated Shellpoint double drafted her bank account in April 1, 2015 and as of the date of the complaint, still has not refunded the duplicate draft eleven days later. Ms. [redacted] would like the funds refunded and an apology, as well as assurance this would not occur again. By way of background, Shellpoint received an automatic draft authorization form from Ms. [redacted] on March 6, 2015. The form requested Shellpoint begin drafting payments from the checking account ending in [redacted] on April 1, 2015. The recurring draft plan was set up to begin drafting April 1, 2015, per Ms. [redacted]’s wishes. Due to a keying error, a 2nd payment was entered to draft April 1, 2015. This resulted in the double draft that occurred on April 1, 2015. Shellpoint received a call and email from Ms. [redacted] on April 2, 2015 regarding the double draft.. In response, Shellpoint’s Customer Service department requested proof that the funds cleared from Ms. [redacted], so that we could process a refund for the duplicate draft. Shellpoint received the copy of the bank statement from Ms. [redacted] on April 6, 2015. After reviewing the bank statement, Shellpoint responded to Ms. [redacted] with a letter dated April 10, 2015 advising the bank statement provided on April 6, 2015 showed the transactions were “processing.” In order to refund the duplicate payment, Shellpoint required verification that both payments cleared the bank account. Since the bank statement provided did not include this proof, the refund request was denied. [redacted] In the meantime, Shellpoint received another call from Ms. [redacted] on April 9, 2015. Our agent verbally informed Ms. [redacted] that we require a copy of the bank statement showing both payments cleared, and the only bank statement we had on file showed the payments were processing. Despite not having the required evidence, Shellpoint’s agent referred the issue to a Supervisor. Since it had been more than 5 days since the drafts and neither of the drafts had been returned for non-sufficient funds (“NSF”), the Supervisor requested a refund of the duplicate payment. Shellpoint received contact from Ms. [redacted] on April 14, 2014, as a follow up to the refund request. According to the Supervisor, the refund would arrive in Ms. [redacted]’s bank account within 24 hours. Unfortunately, the refund request was missed on the 14th and had to be requested again on April 16, 2015. We understand there may be additional NSF fees Ms. [redacted] may have incurred as a result of these issues. Ms. [redacted] should submit a copy of the bank statement showing theany fees, so that we may request a check to reimburse her. She should send the copy of the complete bank statement to [redacted]@shellpointmtg.com or by fax to [redacted]. Shellpoint would like to extend our most sincere apologies to Ms. [redacted] for any inconvenience experienced regarding these issues. Our records indicate Ms. [redacted] has cancelled the automatic draft plan that was set up to begin April 1, 2015. As a result, Ms. [redacted] should not experience another double draft issue with Shellpoint. Please know that Shellpoint takes its customer service obligations very seriously and Ms. [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
This letter is in response to the complaint submitted September 11, 2015 regarding the servicing of font-family: Verdana;">the mortgage loan for the above referenced property. [redacted] Association, as Trustee for [redacted] Mortgage Loan [redacted] currently owns the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on or about March 1, 2014. Per the complaint, Mr. [redacted] believes that Shellpoint is erroneously reporting the loan to the consumer reporting agencies, which has damaged their credit rating. Mr. [redacted] advises the loan was discharged through a Chapter 7 Bankruptcy while being serviced by the previous servicer, [redacted], N.A. (“[redacted]”). As such, Mr. [redacted] requests Shellpoint cease reporting the loan to the consumer reporting agencies. 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]’s, 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. Since the servicing of the mortgage lien was transferred to Shellpoint, a tradeline has been established for the account with the consumer reporting agencies (“CRA’s). However, 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, as the [redacted]’s are not liable for the associated debt. Depending on each particular CRA’s protocol, those fields will remain blank or be reflected as $0. 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 [redacted]’s 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 and Equifax 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 of them. If Mr. or Mrs. [redacted] have any documentation indicating the CRA’s are displaying any amounts owed for this debt, 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
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 don't understand how the company that incurred the fines for failure to pay my taxes is not responsible for the fines. I will contact the new mortgage servicing company but they have already told me verbally that they are not responsible for these fines. Are there regulations that address this issue that I should be aware of?
Regards,
[redacted]
Dear Ms. [redacted]: This letter is in response to the complaint submitted on March...
5, 2015 regarding the above referenced loan. [redacted] Mortgage Corporation (“[redacted]”) is currently the owner of the account number ending in [redacted]. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the owner referenced above on or about April 7, 2014. Per the complaint, the borrower(s) stated that their mortgage was opened in April 2014, and the September 2014 taxes and insurance premiums were due to be paid from their escrow account in the amount of $850.27. The borrower(s) wrote they received a Past Due Notice in November 2014, advising them of an unpaid balance of $164.35. The borrower(s) stated that Shellpoint only paid $685.92, leaving a balance of $164.35. Upon contacting Shellpoint and faxing the notice, the borrower(s) were advised the unpaid property tax balance would be taken care of. The borrower(s) advised they called Shellpoint two weeks later to find out the balance was still unpaid, and decided to pay the balance out of pocket in order to avoid losing the property. The borrower(s) advised they have been told by Shellpoint representatives on numerous occasions, they would be reimbursed, but to date have not. The borrower(s) request reimbursement of their out of pocket expense and a resolution. Please be advised, Shellpoint is not responsible for paying supplemental tax bills. It is the borrower’s responsibility to pay supplemental tax bills because they are generally not billed consistently on an annual basis, and therefore not calculated into the monthly escrow payment amount. Shellpoint paid $691.46 on September 5, 2014 to [redacted] County towards Contract # [redacted]/Parcel # [redacted]. [redacted] County accepted our payment and applied $530.34 to the current property tax bill and $161.12 towards a delinquent supplemental bill from the previous year. This left the current taxes short, which resulted in a tax penalty. Shellpoint [redacted] contacted [redacted] County Tax office, who advised the borrower(s) paid $164.34 by credit card on November 19, 2014, which was applied towards the remaining taxes due. Since Shellpoint is not responsible for paying supplemental tax bills, we are unable to reimburse the [redacted] for the tax payment they made in November 2014. A request has been submitted to expedite an escrow analysis. If there is an overage of over $50.00, it will be refunded to them. The results of the escrow analysis will be mailed to the [redacted] within thirty (30) days. Shellpoint would like to extend our most sincere apologies for any inconvenience experienced regarding the tax issues. Please know that Shellpoint takes its customer service obligations very seriously and these 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
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
May 12, 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 May 6, 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 this [redacted] loan beginning October 8, 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 has been trying to remove the mortgage insurance on his loan due to an increase in property value from some upgrades completed since December 2013. After calling, he finally received a letter in April 2014 denying the removal of mortgage insurance for one of many reasons, but the reason was never clarified. He has called two times since receiving the denial letter, but has been unable to ascertain the reason why his request was denied. Shellpoint reviewed Mr. [redacted] request to cancel Private Mortgage Insurance (“PMI”) on April 1, 2014. To qualify for PMI cancellation, the Loan to Value (“LTV”) ratio must be 80% or lower. Shellpoint evaluated Mr.[redacted] LTV ratio, based on the original appraisal amount and the principal balance as of April 1, 2014. Mr. [redacted] LTV was 92.800%; therefore, the request to cancel the PMI was denied. Since he has made improvements to the property since the loan origination, Shellpoint can order an appraisal at Mr.[redacted] expense. Shellpoint is in receipt of Mr. [redacted] signed consent form to order an appraisal at his expense, to obtain the current value of his home with the improvements. Shellpoint has requested an indoor and outdoor appraisal and we will notify Mr. [redacted] of the results as soon as we receive them.
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 April 26, 2015 to Shellpoint Mortgage Verdana;">Servicing (“Shellpoint”). Effective August 1, 2014, Shellpoint began servicing the loan on the behalf of [redacted] Savings Fund Society, [redacted], doing business as [redacted] trust, not in its individual capacity, but solely as owner trustee for [redacted]. Ms. [redacted] stated in the complaint, Shellpoint raised my mortgage without warning so I filed for help to [redacted] California. The State of California paid Shellpoint $77,000.00 to lower my monthly payment, but Shellpoint never communicated the new payment amount until they issued a statement on April 18, 2015, after the application of a late charge. They also demanded I pay April and May payments up front. I called on April 26, 2015, and was advised it was my fault for not calling and asking what the payment would be. The woman was rude and not helpful. I think Shellpoint should start collecting payments in May. Shellpoint regrets any inconvenience Ms. [redacted] may have experienced throughout this process, as Shellpoint strives to provide excellent service to all of its customers. Please be advised that Shellpoint did not originate the loan, but services loans pursuant to the original agreement and applicable law. However, the original agreement was modified by way of the enclosed Loan Modification Agreement, which indicated the modified principal and interest payment was adjusted to $613.52 effective with the October 1, 2011 installment, and the monthly principal and interest payment would later increase. The agreement stipulated a step rate, which is where the interest rate increases at preset intervals to the permanent interest rate. As conveyed in the agreement, the interest rate would increase from 2.125% to 3.125% effective September 1, 2014, thereby increasing the principal and interest payment effective with the October 1, 2014 installment. As conveyed on the previous page, Shellpoint began servicing the loan on or about August 1, 2014. In September 2014, Shellpoint made several attempts to establish contact with Ms. [redacted], but was unable to do so until October 16, 2014. During that conversation, Shellpoint discussed the reason for increase in the monthly payment. On February 17, 2015, Shellpoint received funds totaling $77,000.00 to be applied to Ms. [redacted]’s loan as part of her approval for assistance under the [redacted] California program. At that time, the loan was due for the October 1, 2014 contractual installment. Shellpoint used $5,377.96 of those funds to satisfy the October 1, 2014 March 1, 2015 installments. Also, $71,609.72 of those funds were applied to the principal balance. As part of Ms. [redacted]’s loan recast, Shellpoint re-calculated her modified principal and interest payment as shown below. Reduced Principal Balance: $115,391.35 Interest Rate: 3.125% Principal and Interest Payment: $441.97 Total Payment: $625.05 Payment Due Date: April 1, 2015 Maturity Date: September 1, 2051 Please note that this recast is not a modification of the loan’s terms, as the interest rate adjustments outlined in the modification agreement will remain in effect. However, due to the reduction in the loan’s principal balance the modified principal and interest payments provided in that agreement have changed. We have provided an updated payment schedule below. Interest Rate Interest Accrual Payment Change Principal and Interest Date Date Payment 4.125% 9/1/2015 10/1/2015 $509.39 4.625% 9/1/2016 10/1/2016 $544.15 As conveyed above, the loan’s interest rate will adjust on the “Interest Accrual Date” in accordance with the Loan Modification Agreement Ms. [redacted] signed on September 14, 2011. No other changes to the loan’s interest rate will occur outside of the schedule provided above. The principal and interest payments provided above do not include the monthly escrow deposit. The monthly escrow deposit is subject to change due to future escrow analyses, as any changes to the annual disbursements for your property taxes and/or insurance premiums will have a direct effect on the monthly escrow deposit. As conveyed in Ms. [redacted]’s complaint, Shellpoint previously advised that the recast was effective with the April 1, 2015 installment. We have received payments for the April 1, 2015 and May 1, 2015 installments, and as a result, the next installment on the loan is due June 1, 2015. Lastly, please be advised that late charges have been waived. However, note that the original agreement stipulates that installments are due on the first day of each month. If the payment is not received by the end of fifteen (15) calendar days after the date it is due, a late charge may be assessed to the loan. All late charges have been assessed to the loan accordingly, and currently there is a late charge balance of $0.00. If Ms. [redacted] has additional questions on this matter, we respectfully request that she contacts Shellpoint’s Loss Mitigation Department via telephone at (866) [redacted] for further assistance. If you have any further questions, comments or concerns, please contact me at (888) [redacted]. Sincerely, [redacted] Shellpoint Mortgage Servicing
This letter is in response to the complaint submitted June 9, 2016, regarding the above referenced loan. Shellpoint Mortgage...
Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 14, 2014. Upon review of the complaint, Shellpoint determined we had already received a similar, complaint directly from Ms. [redacted] on May 24, 2016 and June 9, 2016. We responded to her with a letter dated June 14, 2016 and sent it by email to [redacted]. Enclosed is a copy of the 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 [redacted] Regulatory Fax: [redacted] Enclosure Please read the following important notices as they may affect your rights. This is an attempt to collect a debt and any information obtained will be used for that purpose. This communication is from a debt collector. [redacted]Dear Ms. [redacted]: This letter is in response to correspondence received May 24, 2016 and June 9, 2016, regarding the above referenced loan. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the above referenced loan on or about November 4, 2014. Per the correspondence, you would like your Private Mortgage Insurance (“PMI”) premium lowered to $43.39, as you allege the Initial Amortization Schedule you provided states when the loan reaches a principal balance of $222,729.00, the PMI premium will be lowered. The [PMI] Commitment/Certificate Endorsement from [redacted] Insurance Corporation (“[redacted]”) attached to your loan states, “This Endorsement modifies the Commitment/Certificate or terms which apply to the Loan, as stated below …” This document is effective March 19, 2008, (the closing date of the loan) and carries a fixed PMI premium. It is not tied to the principal balance of the loan, or the loan modification you obtained. Please refer to the Premium Rate box, which shows the rate for year one (1), and years two (2) through ten (10) is .970 ($210.43). The rate is scheduled to drop beginning in year eleven (11) to .200 ($43.39), which will be April 2018. A copy of the endorsement you provided in your dispute, as well as a more current copy is enclosed. Both documents show a Certificate Effective Date of March 19, 2008. Since the aforementioned document is related to the origination of the loan, Shellpoint cannot elaborate further regarding the document. Shellpoint respectfully advises that any further investigation, questions or concerns regarding the loan closing documents be directed to the original lender or closing agent. We apologize for any confusion this may have caused. If you have any additional questions or concerns, please contact our Customer Service department at [redacted]
Sincerely, [redacted] [redacted] Shellpoint Mortgage Servicing Enclosures