TIAA-CREF Trust Company, FSB

August 23, Dispute Resolution Department Revdex.com Serving Eastern Missouri & Southern IllinoisNBroadway, Suite 2060StLouis, MO Re: Case Number: [redacted] [redacted] / Loan number [redacted] Dear Sir or Madam: This letter is in response to your correspondence dated August 17, The servicing of Mr***’s loan transferred from [redacted] Mortgage Servicing (“ [redacted] ”) to TIAA-CREF Trust Company, FSB (“TIAA-CREF”), effective May 13, Real estate property taxes are paid to the King County Treasurer in quarterly installments for parcel number [redacted] , the most recent of which was due on May 1, in the amount of $2, As this installment was due prior to the servicing transfer to TIAA-CREF, no disbursement was issued to the tax office upon the loan’s boarding into our servicing system According to our records, Mr***’s loan was paid in full on June 27, The balance of funds held in escrow in the amount of $4,was released to the borrower on July 20, via check number [redacted] , which was negotiated on August 1, On July 12, 2016, Mr [redacted] contacted our Customer Service Department and stated the May 1, tax installment had not been submitted to the tax office by the previous servicer He further advised funds in the amount of the past-due installment were being forwarded to our office from [redacted] The representative with whom Mr [redacted] spoke requested he submit a copy of the delinquent tax bill to allow research on the matter to be conducted Please note: we have no record of receiving this requested documentation Funds in the amount of $2,were received in our office on August 4, 2016, and were applied to the borrower’s escrow account On August 8, 2016, Mr [redacted] spoke with a representative and advised the tax installment was still outstanding and there had been a penalty incurred due to non-payment Subsequently, the funds in escrow in the amount of $2,were released by way of check number [redacted] and sent to the borrower via US Postal Service on August 19, Our records indicate this check has not yet been negotiated This check was sent directly to the borrower as we are unable to remit payment directly to the taxing authority for loans that have been paid in full Regrettably, the aforementioned release of funds for the unsatisfied tax installment did not include the penalty amount assessed by the tax office, but only the base amount of taxes that were past due On August 23, 2016, we initiated the process to release the penalty amount of $to the Mr*** Also on August 23, 2016, I spoke with Mr [redacted] and advised him of the forthcoming reimbursement for the penalty assessed by the tax office in the amount of $392.96, which would be sent to him by way of FedEx overnight express mail once generated We ask that Mr [redacted] allow 2-business days for the process to be completed Furthermore, Mr [redacted] was provided with a direct telephone line to contact me should have he have any additional questions or concerns With regard to Mr***’s comments about being unable to speak to our Tax Department directly, all borrower communication is handled by our Customer Service representatives who are knowledgeable in handling such issues We would like to offer our apologies to Mr [redacted] that his request for reimbursement of the penalty assessed by the tax office was not accommodated upon his first inquiry Providing unmatched service to our borrowers is our top priority and we regret that his experience did not reflect the level of service we strive to provide For your convenience, the documents referenced above as well as a Customer Account Activity Statement are enclosedShould you have any questions regarding this matter, please contact me at [redacted] Sincerely, [redacted] ***Service Excellence Administrator Enclosures cc: [redacted] *** [redacted] *** Federal Way, WA

Revdex.com:
I appreciate Mr*** *** reaching out to me right away and being available to talk and resolve this matterThank you! I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/09/14) */
Revdex.com
North Broadway, Suite
StLouis, MO XXXXX
Re: File # XXXXXXX
Consumer: *** B***
TIAA-CREF SR# X-XXXXXXXXXX
Dear Sir/Madam:
I am responding to your August email about a complaint filed against
TIAA-CREF by *** *** regarding a premium adjustment on his TIAA-CREF retirement accounts
Mr***'s employer, The New School, remits premiums to the New School Part-time Faculty Retirement Plan and the New School Tax Deferred Annuity (TDA) PlanContributions are received at the end of each monthThe New School initially sent their remittance on June There were system problems and the institution resubmitted the remittance on June It is our policy to provide provisional credit until the monies clear the bankThe bank later informed the employer that the June transfer was cancelledSince these monies did not clear the bank, it was necessary for us to reverse the June transactionThis adjustment occurred on July
A review of Mr***'s account records reflect that TIAA-CREF has provided verbal and written explanations regarding the adjustment of the June plan contributions(For reference, I have enclosed copies of previously mailed documents.)
We regret any confusion and concern that this matter may have causedPlease contact me directly at (XXX) XXX-XXXX, extension XX-XXXX if you have additional questions concerning this matter
Sincerely,
*** J***
SrCustomer Resolution Manager

Initial Business Response /* (1000, 6, 2016/01/13) */

Initial Business Response /* (1000, 15, 2015/06/25) */
[redacted]Document Attached[redacted]
Dear Mr. [redacted]
Attached is our response to the complaint filed by [redacted]. Please contact me directly at (XXX) XXX-XXXX, extension XX-XXXX if you have additional questions regarding this...

matter.
Sincerely,
[redacted] J. [redacted]
Sr. Customer Resolution Manager Customer Care Team
TIAA-CREF Financial Services

1670 Broadway Suite 2200
Denver, CO XXXXX
Office: XXX-XXX-XXXX, ext. XX-XXXX
Fax: XXX-XXX-XXXX
[redacted]@tiaa-cref.org
TIAA-CREF Individual & Institutional Services, LLC, Member FINRA and SIPC

August 23, 2016   Dispute Resolution Department Revdex.com Serving Eastern Missouri & Southern Illinois211 N. Broadway, Suite 2060St. Louis, MO 93102  Re:      Case Number:  [redacted]       ...

    [redacted] / Loan number [redacted] Dear Sir or Madam: This letter is in response to your correspondence dated August 17, 2016.  The servicing of Mr. [redacted]’s loan transferred from [redacted] Mortgage Servicing (“[redacted]”) to TIAA-CREF Trust Company, FSB (“TIAA-CREF”), effective May 13, 2016.  Real estate property taxes are paid to the King County Treasurer in quarterly installments for parcel number [redacted], the most recent of which was due on May 1, 2016 in the amount of $2,836.79.  As this installment was due prior to the servicing transfer to TIAA-CREF, no disbursement was issued to the tax office upon the loan’s boarding into our servicing system.  According to our records, Mr. [redacted]’s loan was paid in full on June 27, 2016.  The balance of funds held in escrow in the amount of $4,810.37 was released to the borrower on July 20, 2016 via check number [redacted], which was negotiated on August 1, 2016.   On July 12, 2016, Mr. [redacted] contacted our Customer Service Department and stated the May 1, 2016 tax installment had not been submitted to the tax office by the previous servicer.  He further advised funds in the amount of the past-due installment were being forwarded to our office from [redacted].  The representative with whom Mr. [redacted] spoke requested he submit a copy of the delinquent tax bill to allow research on the matter to be conducted.  Please note: we have no record of receiving this requested documentation.  Funds in the amount of $2,836.79 were received in our office on August 4, 2016, and were applied to the borrower’s escrow account.  On August 8, 2016, Mr. [redacted] spoke with a representative and advised the tax installment was still outstanding and there had been a penalty incurred due to non-payment.  Subsequently, the funds in escrow in the amount of $2,836.79 were released by way of check number [redacted] and sent to the borrower via US Postal Service on August 19, 2016.  Our records indicate this check has not yet been negotiated.  This check was sent directly to the borrower as we are unable to remit payment directly to the taxing authority for loans that have been paid in full.  Regrettably, the aforementioned release of funds for the unsatisfied tax installment did not include the penalty amount assessed by the tax office, but only the base amount of taxes that were past due.  On August 23, 2016, we initiated the process to release the penalty amount of $392.96 to the Mr. [redacted].  Also on August 23, 2016, I spoke with Mr. [redacted] and advised him of the forthcoming reimbursement for the penalty assessed by the tax office in the amount of $392.96, which would be sent to him by way of FedEx overnight express mail once generated.  We ask that Mr. [redacted] allow 2-3 business days for the process to be completed.  Furthermore, Mr. [redacted] was provided with a direct telephone line to contact me should have he have any additional questions or concerns.  With regard to Mr. [redacted]’s comments about being unable to speak to our Tax Department directly, all borrower communication is handled by our Customer Service representatives who are knowledgeable in handling such issues.  We would like to offer our apologies to Mr. [redacted] that his request for reimbursement of the penalty assessed by the tax office was not accommodated upon his first inquiry.  Providing unmatched service to our borrowers is our top priority and we regret that his experience did not reflect the level of service we strive to provide.  For your convenience, the documents referenced above as well as a Customer Account Activity Statement are enclosed. Should you have any questions regarding this matter, please contact me at [redacted]. Sincerely,   [redacted]Service Excellence Administrator Enclosures  cc:       [redacted]      [redacted]            Federal Way, WA 98023