US Property Tax Lending

Complaint: [redacted] I am rejecting this response because: My December payment is current, you received a payment for account # [redacted] in the amount of $using your online serviceI sent a check for account number [redacted] in the amount of $which was check which was my December paymentSo December has been accounted for you have a copy of the statementsIt appears that I sent a payment at the end of September that was cashed in October that was meant for my September for account [redacted] For the month of October I made a payment online for account [redacted] I appears that I didn't send a payment for account [redacted] I have made a payment online in the amount of $confirmation [redacted] From now on I will make my payments online because it seems you all are unable to apply the payments even when the checks have been cashedIt's really a shame that I have to pay a convenience fee because you all can't apply my payments when checks are mailed but you sure can cash them and then say that I didn't send a paymentI had no stress with [redacted] when I say none I mean noneThis has taken up way to much of my precious time that I want ever get backI hope to have both accounts paid within next months so I want have to deal with your company ever againIt wasn't my choice to have to deal with you in the first place I was forcedOnce my account is up to date I would like to see my account reflect the sameBecause right now your statements do notI revived my statement and it has a due date of September 30, for account [redacted] and for account [redacted] it has a due date of December 1, that payment was made online for this accountRegards, [redacted]

In March 2015, Ovation changed its servicing software provider and through an error during this switch, the [redacted] 's automatic payment draft was not accurately set up in the new systemApproximately months after this servicing change, around June 2015, Mrand Mrs [redacted] brought the issue to Ovation's attentionOvation made adjustments and credits to the [redacted] 's account to correct the issue and believed the matter resolved In October 2015, after speaking with Mr [redacted] , he indicated that he was interested in a loan modification and was provided number to Ovation’s legal department, Young CollectionsAfter receiving the information on what documentation was needed, Mrand Mrs [redacted] did not actually submit everything until April 2016, almost months after the initial requestAdditionally, from January through July 2017, there were no payments made at all, so when the [redacted] 's resumed payments making payments of $per month in 2017, a majority of the payments went to interest because of the way the account is set up in the servicer's system.Ovation acknowledges the various miscommunications to the [redacted] s regarding their account and for that, Ovation is sorryOvation truly values its customers, and especially customers like Mrand Mrs [redacted] , and hopes the [redacted] 's will allow it an opportunity to rectify this issueAs of today, Ovation has removed $in legal fees from the [redacted] 's account and Ovation will adjust the interest that has accrued relating to these feesIf Mrand Mrs [redacted] are still interested in a loan modification, Ovation will waive any fees in connection with that, as well as a portion of the late feesIf this is agreeable, a representative from the loan modification department will contact Mrand Mrs [redacted] , if they can provide the best time for that to happen Sincerely, [redacted] Default Mitigation Manager

Complaint: [redacted] I am rejecting this response because: Attached is my bank statements from Jan - Dec. And copies of all checks that have cleared the bank and payment history from [redacted] ***. My account is current and no outstanding payments are due at this time. Their records need to be updated to reflect the same. Regards, [redacted]

The data Ms[redacted] is referring to was the most current data we found on the Bandera county websiteUnfortunately it seems that the county did not update their website on a timely fashion.We apologize for any discomfort we may have caused Ms [redacted] Ms [redacted] 's name and address has been removed from future mailings

Ovation apologizes for the confusion and any frustration Ms*** may of encountered.It appears that Ovation's marketing department assigns each property a unique bar code reference numberMs*** was assigned *** for the property at *** *** *** ***, Texas and this bar code was
cancelled in March However the prior owner, who in addition to Ms***'s property address, had other properties, which were all assigned with different bar codes that received notices based on the mailing address and not the physical property address. Initially when Ms*** contacted Ovation about removing her property from the list, the marketing department deactivated the mailer assigned to Agate Drive but did so only for that property address and not the actual mailing address, which resulted in the additional mailers sent to Ms*** for the prior owner's additional propertiesAll of the additional bar codes have been cancelled and Ms*** should not receive any future mailers from Ovation ServicesAgain, Ovation sincerely apologies to Ms*** for the confusion and for the issue not being corrected when she first contacted us about it Ovation Services, LLC*** *** ***
*** ** *** ***
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Complaint: ***
I am rejecting this response because: I am current on my loanMy November payments have been made and my December payments have been paidPer the letter they are waiting on my November payment which is not trueMy November payment was cashed on 11/2/check number which was emailed to ***@***The email was sent on 11/9/l 12:pm their was also another checked cashed which check on same dayI made a payment online on 12//in the amount of $and sent a check in the amount of $which cleared my bank on 12/7/which is check number My account is current per *** they are waiting on my November payment in the responseI need this corrected
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

FGMS Holdings, LLC, (note-holder) purchased Ms***'s loan from a third party, *** *** ***, LP, in August, (see Exhibit C) and Ovation Services, LLC, (Ovation) is the authorized loan servicer for FGMSWhen loans are transferred from a third-party to FGMS, Ovation uses a Loan
Origination information (LOI) spreadsheet to board large scales of information in its system at one timeThe LOI for this purchase indicated Ms***'s account was due for the 9/1/payment, but because of an error inputting the data into the system, Ms***'s account was set up with an incorrect next payment due date showing 7/1/2016, when it should have been 9/1/This error has been corrected and adjusted in Ovation's system and Ms***'s account now reflects the 11/1/payment as the next payment dueAdditionally, the $collection fees and late fee has also been removed from the accountOvation truly regrets the confusion and frustration Ms*** encounteredOvation strives to provide its customers with the best customer service experience and the fact that didn't happen is disappointing The customer service representatives only have access to limited information and since the loan was boarded with incorrect data, the representative was using the information available and for that, Ovation is sincerely sorry that the issue did not get handled in a timely mannerIf Ms*** has any issues going forward, she may contact *** ***, the Default Mitigation Manager (***) and *** can assist with anything else I hope this resolves Ms***'s issue and that she will allow Ovation a chance to show her the customer experience it strives to offer all of its customers

Attached are your bank statements with the corresponding payment date the payment was applied to. From what I can see, you sent a payment on 9/28/indicating it was for the October payment, when it was in fact applied to the September payment date (see page of the attachment)This is where the account appears to get off course because and the next payment received was 10/28/2016, which was applied to October bringing the payments due through October The next payment received is December which was applied to November paymentAll of the rest of the payments reflected on your bank statements are for your other account and not ***Please point out the missing payment on the attachment and we will trace it and have it applied to your accountBut from what I can determine from your records, the account is still due for the December payment

We only use publicly available information to solicit prospects with an offer to help pay their delinquent property taxes.We apologize to prospects that may get upset and for that reason once notified we remove them from our mailing list.We have removed their address from future mailings

Complaint: ***
I am rejecting this response because:
My December payment is current, you received a payment for account #*** in the amount of $using your online serviceI sent a check for account number *** in the amount of $which was check which was my December paymentSo December has been accounted for you have a copy of the statementsIt appears that I sent a payment at the end of September that was cashed in October that was meant for my September for account ***For the month of October I made a payment online for account ***I appears that I didn't send a payment for account ***I have made a payment online in the amount of $confirmation ***From now on I will make my payments online because it seems you all are unable to apply the payments even when the checks have been cashedIt's really a shame that I have to pay a convenience fee because you all can't apply my payments when checks are mailed but you sure can cash them and then say that I didn't send a paymentI had no stress with *** *** when I say none I mean noneThis has taken up way to much of my precious time that I want ever get backI hope to have both accounts paid within next months so I want have to deal with your company ever againIt wasn't my choice to have to deal with you in the first place I was forcedOnce my account is up to date I would like to see my account reflect the sameBecause right now your statements do notI revived my statement and it has a due date of September 30, for account *** and for account *** it has a due date of December 1, that payment was made online for this account.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
My December payment is current, you received a payment for account #[redacted] in the amount of $41 using your online service. I sent a check for account number [redacted] in the amount of $34 which was check 1106 which was my December payment. So December has been accounted for you have a copy of the statements. It appears that I sent a payment at the end of September that was cashed in October that was meant for my September  for account [redacted]. For the month of October I made a payment online for account [redacted]. I appears that I didn't send a payment for account [redacted]. I have made a payment online in the amount of $40 confirmation [redacted]. From now on I will make my payments online because it seems you all are unable to apply the payments even when the checks have been cashed. It's really a shame that I have to pay a convenience fee because you all can't apply my payments when checks are mailed but you sure can cash them and then say that I didn't send a payment. I had no stress with [redacted] when I say none I mean none. This has taken up way to much of my precious time that I want ever get back. I hope to have both accounts paid within next 6 months so I want have to deal with your company ever again. It wasn't my choice to have to deal with you in the first place I was forced. Once my account is up to date I would like to see my account reflect the same. Because right now your statements do not. I revived my statement and it has a due date of September 30, 2016 for account [redacted] and for account [redacted] it has a due date of December 1, 2016 that payment was made online for this account. Regards,[redacted]

The data Ms.[redacted] is referring to was the most current data we found on the Bandera county website. Unfortunately it seems that the county did not update their website on a timely fashion.We apologize for any discomfort we may have caused Ms. [redacted]. Ms. [redacted]'s name and address has been...

removed from future mailings.

Complaint: [redacted]
I am rejecting this response because: Attached is my bank statements from Jan - Dec. And copies of all checks that have cleared the bank and payment history from [redacted]. My account is current and no outstanding payments are due at this time. Their records need to be updated to reflect the same. 
Regards,
[redacted]

In March 2015, Ovation changed its servicing software provider and through an error during this switch, the [redacted]'s automatic payment draft was not accurately set up in the new system. Approximately 3 months after this servicing change, around June 2015, Mr. and Mrs. [redacted] brought the...

issue to Ovation's attention. Ovation made adjustments and credits to the [redacted]'s account to correct the issue and believed the matter resolved.  In October 2015, after speaking with Mr. [redacted], he indicated that he was interested in a loan modification and was provided number to Ovation’s legal department, Young Collections. After receiving the information on what documentation was needed, Mr. and Mrs. [redacted] did not actually submit everything until April 2016, almost 6 months after the initial request. Additionally, from January 2016 through July 2017, there were no payments made at all, so when the [redacted]'s resumed payments making payments of $200.00 per month in 2017, a majority of the payments went to interest because of the way the account is set up in the servicer's system.Ovation acknowledges the various miscommunications to the [redacted]s regarding their account and for that, Ovation is sorry. Ovation truly values its customers, and especially customers like Mr. and Mrs. [redacted], and hopes the [redacted]'s will allow it an opportunity to rectify this issue. As of today, Ovation has removed $1450.00 in legal fees from the [redacted]'s account and Ovation will adjust the interest that has accrued relating to these fees. If Mr. and Mrs. [redacted] are still interested in a loan modification, Ovation will waive any fees in connection with that, as well as a portion of the late fees. If this is agreeable, a representative from the loan modification department will contact Mr. and Mrs. [redacted], if they can provide the best time for that to happen.  Sincerely, [redacted] Default Mitigation Manager

Check # 1103 was applied to Ms. [redacted]'s 2nd account ([redacted]) and not the account in question.  Since the loan was transferred from [redacted], only 3 payments have been received or credited to [redacted]. Actual payments received from Ms. [redacted] have been applied to her 2 accounts as follows: [redacted] - This account is due for 11/1/2016 9/30/2016 - $40.00 11/1/2016 - $34.00 12/6/2016 - $34.00  [redacted] - This account is current as of 1/1/2017 9/1/2016 - $40.70 10/3/2016 - $41.00 11/1/2016 - $41.00 12/2/2016 - $41.00  Since there appears to be confusion for what payments have been applied to what accounts, if Ms. [redacted] can provide copies of all cancelled checks made to [redacted] or Ovation, we can go back and audit each loan to make sure payments were applied as Ms. [redacted] intended from when the loan was originated through the current date because it is difficult to audit a loan when half of the payments were made to [redacted] and not Ovation. The only other solution to the issue is to advance Ms. [redacted]'s due date to reflect January 2017, but that doesn't help in the long run because no actual payments are being applied to the balance and at the end of the loan, the 2 months that being "advanced" with changing the due date, will still be due.