Revdex.com- Thank you for allowing me to discuss the referenced complaintI would like to share a few attachments and a time line of events to support the stance that Flat Branch Mortgage took to remedy the situation with the customer November 10th: Escrow Analysis ran and loan had a shortage: Taxes were not disbursed yet and projected taxes were $on escrow analysis Customer supplied actual Tax Bill of and requested another escrow analysis be ranattached 11/17/2017: Escrow Analysis was ran but dates did not encompass the projected TaxesFlat Branch system errorattached 11/21/2017: Customer called me and complained of errorI acknowledged there was an error and ran a revised escrow analysis with full projected yearIn an email to the customer I explained that the effective payment was 1/1/1st attachment2nd attachment is requesting a gift card for the error that we made on 11/17/ 12/01/17: Customer called me upset that we drafted the old payment and not the correct amount, that she wouldn't have enough funds in her escrow to pay for her taxes, etcI explained the new payment amount was effective as of 1/1/She was very upset so I advised her that I would have the owner of Flat Branch, [redacted] give her a call 12/01/2017: [redacted] called the customer and per ***, relayed the chain of eventsThe customer stated she wanted Flat Branch to pay her Taxes or she would file a Revdex.com complaintPer ***, he stated that we would refund her one month's escrow ($249.90) but not for the entire Tax yearWe had a revised escrow analysis that covered the tax bill so we did not see that we harmed the customer in any wayCustomer's account will have sufficient funds to pay the Tax Bill with the 11/17/escrow analysis Thank you, [redacted] Servicing Manager
Revdex.com- Thank you for allowing me to discuss the referenced complaintI would like to share a few attachments and a time line of events to support the stance that Flat Branch Mortgage took to remedy the situation with the customer November 10th: Escrow Analysis ran and loan had a shortage: Taxes were not disbursed yet and projected taxes were $on escrow analysis Customer supplied actual Tax Bill of and requested another escrow analysis be ranattached 11/17/2017: Escrow Analysis was ran but dates did not encompass the projected TaxesFlat Branch system errorattached 11/21/2017: Customer called me and complained of errorI acknowledged there was an error and ran a revised escrow analysis with full projected yearIn an email to the customer I explained that the effective payment was 1/1/1st attachment2nd attachment is requesting a gift card for the error that we made on 11/17/ 12/01/17: Customer called me upset that we drafted the old payment and not the correct amount, that she wouldn't have enough funds in her escrow to pay for her taxes, etcI explained the new payment amount was effective as of 1/1/She was very upset so I advised her that I would have the owner of Flat Branch, [redacted] give her a call 12/01/2017: [redacted] called the customer and per ***, relayed the chain of eventsThe customer stated she wanted Flat Branch to pay her Taxes or she would file a Revdex.com complaintPer ***, he stated that we would refund her one month's escrow ($249.90) but not for the entire Tax yearWe had a revised escrow analysis that covered the tax bill so we did not see that we harmed the customer in any wayCustomer's account will have sufficient funds to pay the Tax Bill with the 11/17/escrow analysis Thank you, [redacted] Servicing Manager