Whitmire Beeker & Townsend

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 Plaza. They received the requested items on the 28th. And do to their policy of 3 days to receive a fax and 5 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,
[redacted]

Attached is Plaza Home Mortgage's further response to Mr. [redacted]'s follow up complaint.  The original letter was mailed directly to Mr. [redacted] today, December 23, 2016.Please contact [redacted] at [redacted].[redacted]@plazahomemortgage.com if you have any questions.  Thank you.

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.

Please see a copy of the attached letters, which were sent directly to the consumer.Dear Ms. [redacted]: 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 expectations. Our Loss : Mitigation representatives are committed to working with our borrowers who seek assistance. Please 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 call. A 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 documentation. We advised that we received the information on July 6, 2015, and was in line for review. We stated to please allow 5 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, 2015. 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 review. We stated to please allow 5 business days to review the information.July 31, 2015 The file was reviewed on July 30, 2015 and unfortunately, the file was not complete. We left a message for you to call us at back.We can confirm the receipt of faxes on June 17, 2015 and July 27, 2015. Your file was reviewed on August 3, 2015, and it was determined that the file was not complete, and the file was closed. Please see enclosed a copy of the denial letter for your review. You have an FHA loan, and we need to adhere to the investor’s documentation requirements for an FHA review. Unfortunately, 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 guidelines. The file remains closed.Please contact our Loss Mitigation at [redacted] to obtain an updated list of the required documents that would be necessary to reopen your file.Sincerely,[redacted]

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.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], 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 Plaza. Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...

have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You state that the policy was cancelled due to non-payment. I have 2 invoices from [redacted]. The first one, dated Feb. 15, 2016, shows that $895.00 was billed to mortgagee, i.e. Plaza Home Mortgage. I received another invoice from [redacted], dated March 1, 2016, that was a cancellation notice for non-payment in the amount of $895.00.  I paid $4459.59 at closing on February 22, 2016. Plaza Home Mortgage was liable for payment of the insurance policy. Not myself as I have an escrow account and all insurance should be paid through that account. I paid the mortgage company and have paid every month since April when my first payment was due. These are not valid charges and if the policy was, in fact, cancelled, it was not my error. It was the mortgage companies error. 
Regards,
[redacted]

Plaza researched and found the payments were misapplied to another loan.  The amount was refunded and the late charges reversed.  No payments were reported as late to the credit bureaus.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Exceptions:  Our Plaza mortgage WAS NOT included in our chapter 7 bankruptcy as is stated in Plaza's letter to us dated 3/3/17.  Also why isn't Pima county's reaffirmation law mentioned in any ones correspondence.  I gave Plaza our attorney's name and phone number but no one has called him
Regards,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. The lender's agents [redacted] and [redacted] specifically threatened me with foreclosure rather than explain the two step process of issuance of a breach letter followed by a 15 day remedy period.2. Given that time is of the essence, one would expect the lender to expedite the processing and mailing of draw checks but this hasn't occurred.Having contacted the company President ([redacted]) and a VP ([redacted]), things are moving more smoothly. I am continuing to look for a happy resolution and successful performance.
Regards,
[redacted]