Whitmire Beeker & Townsend

Mr*** had filed substantially the same complaint as below with the CFPB and the TX Office of the Attorney General. We responded to those complaints via letter sent directly to Mr*** and copied to the two agencies on August 16, 2017. That response is attached. As noted
in our response letter as regards a refund of Mr***’s insurance premium, his insurance provider indicated to Plaza that it would be refunding the premium amount to him directly, which process for it is expected sometime in September. Further, no tax payments have been sent late to the taxing authorities

Plaza responded in writing with an apology for the delay and sent the refund check via overnight mail. Please let me know if there is anything further that I can do with regard to this complaint

Plaza has communicated directly with the consumer in writing.
After reviewing/comparing the borrower’s appraisals, it does not
look like the rise in property value could be directly contributed to
improvements made by the borrower so we cannot bypass FHLMC’s 2-year seasoning
requirement
As such, she does not currently qualify for PMI removal.In order to become eligible for early termination, the borrower
has two optionsShe could make a large principal curtailment in the amount of
$33,or more in order to yield an LTOV of 80% or lessOtherwise, the
borrower could wait until their loan has been seasoned for years, which would
be in March 2017, and order another appraisalThe property’s value from that
appraisal would need to yield an LTCV of 75%

Good afternoon, I sincerely apologize for the delayI contacted the settlement company and obtained a copy of the cancelled check for payment of the insurance premium at closing. I have been working with our Insurance Department on this matterWe are trying to determine why the check was cashed by *** *** on February 29, but as of April 4, they were reporting the policy as cancelled for non-paymentThe policy was renewed as of April 6, because we paid the premium from escrow on April 4, There may be more of a refund dueI will let you know once we have spoken with the insurance company. I will respond again when the amount owed is determined. Thank you for your patienceTell us why here

Since this complaint was received, Plaza Servicing representatives have been in direct contact with Ms*** to resolve her concerns. We have requested a full refund of the insurance premium on behalf of Ms*** as Ms*** has provided evidence that she had obtained coverageMs*** has been provided with a direct phone number to our representative and has been updated as to our progress thus far.We will follow up with another update when this matter has been completed

Loan #*** Property address:*** * *** *
*** ** ***

*** ** ***
*** *** *** *** *** *** ** ***
*** *** *** ***Dear Mr*** :I am in receipt of your complaint filed through the Revdex.com dated January 15, regarding the payment increase.Our records indicate that you closed on this property on
July 17, Your school taxes were due in September These taxes were paid for at closing for $1,The next scheduled disbursement for your school taxes was updated to September When the analysis was completed on January 18, 2016, the estimated amount due for school taxes were Sil, as this was the amount that was paid in This was the last posted tax payment amount on your county website at the timeYour taxing authority's website was not updated with the tax information when this analysiswas completed.When the school taxes came due in September 2016, our tax department verified the amount dueYour tax collector's website showed an amount due for S2, - This amount had more than doubled what was projected and previously paidAt the title these taxes came due, there was an escrow balance of Due to our mutual interest in the property, the funds were advanced to disburse for the taxesThis caused a negative balance of Siin your es crow accountUntil the tax amount due is confirmed, the last known payment of your taxes is what is used as a base.When the recent analysis was completed on December 18, 2016, the shortage was attributed to the increase in school taxesAs we are unable to see when or if a tax increase will occur andy questions should be directed to your tax collector at ###-###-####.*We apologize for the concern and frustration this has caused.The documentation, we relied upon in reaching the conclusions out ined above is enclosedfor your reference.While we believe that this response fully addresses the concerns outlined in your complaint, should you have any further questions, please contact our customer service Department at ###-###-####.Sincerely,*** *** Research DepartmentS877-81-Mortgage ServicingCorporate Drive, Suite Lake Zurich, it 60047-8945NMLS: www.plazahornemortgage.com

The consumers request is denied due to it does not meet investor requirements for cancellation of private mortgage insurance. A letter and a copy of the disclosure signed at closing explaining the time frames was sent to the consumer

Plaza has made multiple attempts, since April to obtain a new hazard insurance policy from the ***'s. A letter was sent to them in response to the Revdex.com complaint outlining the attempts to contact their insurance agency, our calls with the ***'s and instructions on what they need to
provide in order for the force placed policy to be cancelled and replaced with a policy of their choice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The documents faxed in were what was requested in the last letter sent from PlazaThey received the requested items on the 28thAnd do to their policy of days to receive a fax and days to review it the items were not reviewed as it was past the due date through no fault of ours rather Plaza's policy and delay in processing.
Regards,
*** ***

Plaza rec'd the documentation necessary to review the loan for Loss Mitigation. It has been determined, based on the financial data submitted by the consumer, that she is ineligible for workout due to her income is sufficient to make the payment.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I cannot accept their response because they offer no proposed action. As in my complaint against Plaza earlier this year, they take absolutely no responsibility for their actions. They blame the customer for everything and will not admit when they make mistakes. For example, they state that they paid my property taxes during the months of October and March which is a true statement. What they won't admit is that the Maricopa County Tax Office specifically sets the due dates as the first days of each of these months; Plaza made payments during the month because a document signed at closing says that this is acceptable. I consider the due dates from the tax authority as the final say, not a document signed at closing. Next, they escrowed funds for insurance but initially they apparently lost the copy of the insurance sent when the policy was bound. Subsequent to this, they asked for copies of the policy three additional times and still failed to make payment until approximately three months after the policy was bound. This payment was received by the insurance company on the Saturday prior to the Monday due date. Further, Plaza has no customer service in that they provide no details on where bills for taxes and insurance should be sent, nor do they reply to on-line inquiries from customers. The only time other than a phone call that I've received any response from Plaza is when I've filed official complaints and this is where they say that I'm wrong or that I lie and they are right. Lastly, their policy regarding on-line payments is almost criminal. When an on-line payment is made, an e-mail is generated which only allows one hour to cancel. This is not acceptable because if there is some sort of delay in the reply e-mail transmitting or some other unforeseen and/or uncontrollable event, the hour may pass before the customer is able to read the e-mail and/or take action.To my benefit, I received notice from Plaza several weeks ago that they transferred servicing of my mortgage to another company. Upon review, the company has an A or A+ rating from Revdex.com. Further, I sent an on-line message and the company responded within less than two hours which never happened with Plaza. I do thank Plaza for releasing me from over a year of headaches and wasted time doing what they should be doing for me. I have sympathy for any person who has the unfortunate situation of having their mortgage servicing transferred to PlazaRegards, *** ***

Please see a copy of the attached letters, which were sent directly to the consumer.Dear Ms***: We are in receipt of your rebuttal to our response dated August 19, 2015, relative to our Loss MitigationWe sincerely regret if you feel that our Loss Mitigation efforts have not met your expectationsOur Loss : Mitigation representatives are committed to working with our borrowers who seek assistancePlease be assured that any of our dedicated Loss Mitigation team representatives are able to provide you with status updates should your single point of contact not be available at the time of your callA review of your Loss Mitigation call log reflects the following communications:June 26, 2015 A representative spoke with you and advised you of the required documentation to complete your file.July 6, 2015 A representative spoke with you and provided a status of the file.July 7, 2015 A representative confirmed with you the receipt of your faxed documentationWe advised that we received the information on July 6, 2015, and was in line for reviewWe stated to please allow business days to review the information.July 20, 2015 Your single point of contact spoke with you and informed you of the required documents necessary to complete your file.July 27, 2015 You spoke with your single point of contact and stated that the missing items were faxed on July 20, Regrettably, we did not show receipt of the information and requested that you re-fax the information.July 28, 2015 We spoke with you and confirmed the receipt of the faxed information on July and stated that the file was in line for reviewWe stated to please allow business days to review the information.July 31, The file was reviewed on July 30, and unfortunately, the file was not completeWe left a message for you to call us at back.We can confirm the receipt of faxes on June 17, and July 27, Your file was reviewed on August 3, 2015, and it was determined that the file was not complete, and the file was closedPlease see enclosed a copy of the denial letter for your reviewYou have an FHA loan, and we need to adhere to the investor’s documentation requirements for an FHA reviewUnfortunately, without a complete file, we are not able to evaluate your financial information to see if a workout can be achieved that you can successfully maintain and still be within program guidelinesThe file remains closed.Please contact our Loss Mitigation at *** to obtain an updated list of the required documents that would be necessary to reopen your file.Sincerely,*** *** *** ***

Mr*** had filed substantially the same complaint as below with the CFPB and the TX Office of the Attorney General. We responded to those complaints via letter sent directly to Mr*** and copied to the two agencies on August 16, 2017. That response is attached. As noted
in our response letter as regards a refund of Mr***’s insurance premium, his insurance provider indicated to Plaza that it would be refunding the premium amount to him directly, which process for it is expected sometime in September. Further, no tax payments have been sent late to the taxing authorities

Duplicate of complaint received directly from the consumer and to which we responded previously. Previous response provided with summary cover letter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have made the following attempts to contact my single point of contact.
Date Time Number Rate Usage Type Origin Destination Minutes
7/6/2015 8:36AM *** Peak PlanAllow *** *** ** Toll-Free CL 1 -- -- -- 7/6/2015 9:09AM *** Peak PlanAllow *** *** ** Toll-Free CL 6 -- -- -- 7/7/2015 10:07AM *** Peak PlanAllow *** *** ** Toll-Free CL 3 -- -- -- 7/20/2015 8:04AM *** Peak PlanAllow *** *** ** Toll-Free CL 1 -- -- -- 7/20/2015 9:02AM *** Peak PlanAllow *** *** ** Toll-Free CL 27 -- -- -- 7/27/2015 9:30AM *** Peak PlanAllow *** *** ** Toll-Free CL 15 -- -- -- 7/28/2015 9:39AM *** Peak PlanAllow *** *** ** Toll-Free CL 4 -- -- -- 7/30/2015 10:52AM *** Peak PlanAllow *** *** ** Toll-Free CL 3 -- -- -- 8/5/2015 9:10AM *** Peak PlanAllow *** *** ** Toll-Free CL
I have sent the following faxes which I was told were either not received or missing documentation....please note the number of pages that were sent with each fax:
FAXES SENT TO PLAZA
Your fax has been successfully sent to *** at ***
------------------------------------------------------------
From: *** ***
Matter: ***
------------------------------------------------------------
Time: 6/17/1:12:PM
Sent to *** with remote ID "***"
Result: (0/339;0/0) Successful Send
Page record: -
Elapsed time: 78:on channel Unique ID ***
Your fax has been successfully sent to *** at ***
------------------------------------------------------------
From: *** ***
Matter: ***
Time: 7/20/10:50:AM
Sent to *** with remote ID "***"
Result: (0/339;0/0) Successful Send
Page record: -
Elapsed time: 09:on channel Unique ID ***
7/27/8:45:AM Transmission Record
Sent to: ***
Phone: ***
Billing information: '' '***'
Remote ID: ***
Unique ID: "***"
Elapsed time: minutes, seconds
Used channel on server "***"
No ANI data
No AOC data
Resulting status code (0/339/0/0): Success
Number of pages sent:
After sending the requested information multiple times which I can provide ALL documents I have sent I was given the contact number of our foreclosure attorney.
Atty *** ***
***
I offically request a loan modification rolling our past due balance into the life of the loan which consists of months to end. The total additional amount of our past due balance rolled into monthly payments over months would not cause a hardship as it would be an extra $per month. Until these terms are met there will be no further resolution
Respectfully,
*** ***

Attached is Plaza Home Mortgage's response to Mr***'s complaint. The original letter was mailed directly to Mr*** today, December 19, 2016. Please contact *** *** at ***.***@plazahomemortgage.com if you have any questions. Thank you

Duplicate of complaint received directly from the consumer and to which we responded previously. Previous response provided with summary cover letter

Plaza has refunded the appraisal fee per the consumer's request. The loan file has many notes from the underwriter attempting to ascertain the property type. However, the initial application did contain the information that it was a multi-unit condominium, which is not an eligible
property type

Plaza has made multiple attempts, since April to obtain a new hazard insurance policy from the ***'s. A letter was sent to them in response to the Revdex.com complaint outlining the attempts to contact their insurance agency, our calls with the ***'s and instructions on what they need to
provide in order for the force placed policy to be cancelled and replaced with a policy of their choice