ComplaintsforReal Time Resolutions, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October 2023 my loan account ************ was transferred to Real Time Resolutions. I spoke with a representative in October and informed the company I would be making an additional $1200 principal payment each month. I was told my account would be notated to ensure the payment was applied. The funds were misapplied. I sent an additional $1200 in November, December, January and February. Each month I called because the payment was misapplied and each month I was told it would be corrected going forward and the account would be notated. I sent a $1700 principal only payment in April. The payment was misapplied. When I spoke to the representative I informed the company that I feel Real Time Resolutions are intentionally and deliberately stealing funds and I will be filing a formal complaint with them and with other outside entities such as Consumer Finance and BBB. I need Real Time Resolutions to discontinue these shady financial practices and apply the funds correctly and appropriately.

  Business response

  05/03/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by ************* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that she has been submitting additional payments to RTR that were intended to be applied to her principal balance. The Complaint states that RTR failed to properly apply her payments to principal on several occasions per the consumers request. RTR will respond below.
  
  The consumer is correct. RTR inadvertently failed to initially apply the consumers payments to the principal balance of her account as directed by the consumer. Due to an oversight, RTR first overlooked the specific notation and endorsement on the consumers checks. Subsequent checks were mailed to RTRs lockbox address and were automatically applied to the account without reference to the consumers designation in the regarding line.
  
  RTR apologizes for any inconvenience. RTR has already corrected the issue and reapplied the consumers payments to the principal balance of her account. Moving forward,RTR has notated the consumers account to ensure that this does not happen again. RTR appreciates the opportunity to service the consumers account.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  05/06/2024

  I am rejecting this response because:   I would like an updated account statement sent by mail and by email showing the reconciliation of all principal payments made (beginning in October 2023 to date) as well as the removal of any erroneous charges and fees on my account. I would like proof of what the current remaining principal balance of my account is so that I can audit and compare it to my records. 

  Business response

  05/16/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the follow-up complaint submitted to your office by ************** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that she rejects RTRs prior response and would like an updated account statement showing the reconciliation of all payments made and the removal of any charges or fees on her account. The consumer also requests proof of the current principal balance on her account. RTR will respond to those items below.
  
  Enclosed is RTRs Loan History Summary, which reflects that the consumers account is paid through the May 2024 installment and the accounts principal balance is $10,489.93. The Loan History Summary also shows the application of all payments received, including the reversal and reapplication of payments solely to principal as referenced in RTRs prior response. RTR is not seeking to collect any fees from the consumer and has previously waived late charges that accrued on the account earlier this year due to the error referenced in RTRs prior response.
  
  RTR hopes this response is helpful. If the consumer has any additional questions after reviewing the enclosed document, RTR will be happy to address those questions at that time.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business has recently been given my modification information and will not provide me with any paper work only telling me to pay or the will take my home which this modification has been changed several times starting with GreenPoint Mortgage to Country Wide Mortgage then ***** ********** , then to **** of America **** only to end at this Company o which I no nothing about all changes made without my knowledge .

  Business response

  03/08/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by ******************* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that he modified his loan but has not been provided with any paperwork with respect to the modification. Enclosed is a copy of that certain Forbearance Agreement that the consumer executed with RTR in 2023.
  
  RTR hopes that this response is helpful. If there is any other documentation that the consumer is seeking, he should not hesitate to contact RTR with additional requests.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage fraudulent,Original Equity line 2007 Amount: ******* Today 2024, amount owe 100 000 Maturity date 2027 No credit for money paid for almost 20 years.Monthy payments varies all the time.Refuse to provide promissory note, draw period, repayment t period.

  Business response

  03/08/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by **************************** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint,the consumer requests a copy of her promissory note that identifies her loan terms.To that end, enclosed is a copy of the consumers promissory note, which bears her signature.
  
  RTR hopes that this response is helpful. Please do not hesitate to contact RTR with any additional questions or concerns.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company bought a second mortgage in 2013 from ******************** Network who went out of business for fraud. They foreclosed on our property and sold the house for more than what was owed and then didnt pay off the second loan. We have not received anything from this Real Time Resolutions until now and we received a 1099 C from them in the amount of the second mortgage. This was foreclosed on in 2009 and Real Time bought the loan in 2013 since 2013 we have heard nothing of this loan

  Business response

  03/08/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by *********** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  The consumer also raised the items asserted in the Complaint in a dispute submitted directly to RTR.Yesterday, RTR responded to the consumers dispute and mailed a letter directly to the consumer. RTRs letter is also responsive to the Complaint. A copy of RTRs letter is enclosed.
  
  RTR hopes that this response is helpful. Please do not hesitate to contact RTR with any additional questions or concerns.

  Customer response

  03/11/2024

  I am rejecting this response because:   I have reached out to Real Time Resolutions several times through email asking for the loan information from Ocwen and asking for information proving they have tried to contact us.   We settled this with Ocwen when the house was foreclosed on.  On our credit report it states Ocwen closed acount.   How Real Time Resolution acquired this information, I don't know.  Real Time Resolutions was no where on our credit report.   This is a bogus 1099C and they need to fix it.  I have contacted the ** office, Consumer Finance, and also filed with *************************

  Business response

  03/18/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the follow-up complaint submitted to your office by ************ (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  The consumer states that he rejects RTRs prior response because he has reached out to RTR several times via email seeking loan information from Ocwen and asking for information proving that they have tried to contact us. The consumer reiterates his claim that they settled this with ***** when their house was foreclosed on. The consumer states that ***** has listed this as a closed account on their credit report. As a result, the consumer again states that this 1099-C is improper and needs to be rescinded. RTR will respond below.
  
  The consumers emails to RTR sought loan information and the loan number from Ocwen Loan Servicing,as well as copies of all prior correspondence sent by RTR. To that end, enclosed is correspondence from Ocwen advising the consumer of its acquisition of servicing of this loan, as well as ****** notice regarding the transfer of servicing to RTR. The Ocwen loan number is contained in the former letter. Also enclosed is a 2014 letter from RTR that provided the consumer with copies of the subject promissory note, RTRs servicing transfer notice, and the aforementioned Ocwen servicing transfer notice. Finally, the consumers request for all correspondence sent by RTR is ****** broad and would be unduly burdensome.Nevertheless, enclosed are 28 additional letters sent by RTR from 2016 to 2023 prior to RTRs issuance of the Form 1099-C. RTR believes that these letters sufficiently demonstrate RTRs regular servicing of this obligation and the propriety of the 1099-C.
  
  Finally, RTR does not possess a copy of any credit reporting from ***** but does not believe it is dispositive in this matter. Nevertheless, if the consumer wishes to provide a copy, RTR will review and provide a further response at that time.
  
  In light of the above, RTR believes that the Form 1099-C is proper. RTR again hopes that this response is helpful. Please do not hesitate to contact RTR with any additional questions or concerns.

  Customer response

  03/26/2024

  I am rejecting this response because:   I have asked for proof from ***** of our loan information.  The Ocwen Loan number that is on the letter provided does not exist.   I have contacted PHH Mortgage who took over *****.   They have no information for me or for that loan number.   That letter looks very put together in pieces.   I have also asked for you to provide proof that you have tried to collect this loan.   All that you sent proof of was the form above.   I had never heard of your company until the 1099 C.  I settles all of this with Ocwen years ago.   Also called on 3/13/24 and spoke with ************************* he stated RTR is in a review process, collections are paused, and that RTR can no longer speak with me and that they will be reaching out with a resolution through mail.   
  They cant speak with me about money they are trying to collect??

  Business response

  05/23/2024

  
  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the follow-up complaint submitted to your office by ************ (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  The consumer states that he rejects RTRs prior response because ***** and PHH Mortgage have informed him that they have no information associated with the Ocwen loan number contained in the correspondence enclosed with RTRs prior response. The consumer also states that the letter provided looks very put together in pieces. The consumer states that RTR failed to provide proof that it made efforts to collect upon this loan and he never heard of or from RTR until issuance of the *** 1099-C. RTR will respond below.
  
  RTR believes that its prior response was responsive to the consumers Complaint. Unfortunately, RTR has no knowledge of the recordkeeping processes of ***** and/or PHH Mortgage.The documentation provided by RTR with its prior response was a true and correct copy of the referenced correspondence as contained in RTRs business records. A copy of the letter was provided to RTR previously as part of the transfer of servicing of this loan.
  
  RTR also respectfully rejects the consumers statement that RTR failed to provide proof that it made efforts to collect upon this debt. RTRs prior responses included 28 letters sent by RTR from 2016 to 2023, as well as a 2014 letter from RTR that included documentation such as the subject promissory note and RTRs initial letter regarding the transfer of servicing. For referenced, RTR has once again enclosed copies of these letters. RTR believes that this documentation demonstrates RTRs consistent efforts to service this loan and contact the consumer.
  
  As stated in RTRs prior responses, RTR believes that the Form 1099-C is proper. RTR does not possess any information to the contrary and the consumer has not supplied any such information. If the loan was previously settled as contended, then the consumer may have incurred tax liability with respect to this debt at that time. If so, the consumer should provide RTR with a copy of any prior tax form or 1099-C received with respect to this debt. RTR again hopes that this response is helpful.
  
  Please do not hesitate to contact RTR with any additional questions or concerns.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Failure to disclose accurate statements of payments

  Business response

  02/28/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by Ms.********* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  The consumers Complaint simply states Failure to disclosure accurate statements of paymentsand states that the disputed amount is $30,000.00. Unfortunately, RTR is unable to substantively respond to the Complaint. RTRs records indicate that it has routinely sent the consumer statements and other correspondence. The Complaint also does not identify any basis or calculation as to how the consumer arrived at the figure of $30,000.00.
  
  If the consumer provides additional detail or information, RTR will certainly respond to the Complaint further at that time. Please do not hesitate to contact RTR with any additional questions or concerns.

  Customer response

  02/28/2024

  Please  be advised that this is a 60 thousand loan that turned into an 80 thousand loan that I am not aware of and RTR states a modification  was done prior to them taking over and that is how it turned into an 80 thousand loan and the loan amount is not decreasing as it should  and when I asked to see the loan origination  from the prior bank of a modification  that I never did I am yet to receive  those documents. 

  Customer response

  03/04/2024

  I am rejecting this response because:   

  Please  be advised that this is a 60 thousand loan that turned into an 80 thousand loan that I am not aware of and RTR states a modification  was done prior to them taking over and that is how it turned into an 80 thousand loan and the loan amount is not decreasing as it should  and when I asked to see the loan origination  from the prior bank of a modification  that I never did I am yet to receive  those documents. 

  Business response

  03/08/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by Ms.********* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  The consumers Complaint simply states that she is unaware how her $60,000 loan was turned into an $80,000 loan. The consumer acknowledges that RTR previously advised her of the modification completed with a prior servicer but states that she wants to see a copy of the modification, which she has never received. To that end,enclosed is a copy of that certain Home Equity Modification Agreement executed by the consumer in July 2015. RTR began servicing this loan in December 2017.
  
  RTR hopes that this response is helpful. Please do not hesitate to contact RTR with any additional questions or concerns.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing on behalf of my parents. Real Time Resolutions purchased their home loan in 2011 and my parents were making payments to them. Over the last year, my parents have been trying to work with ******************************* to request in writing what is owed. She has failed to provide them with the debt validation letter that they have requested. I became involved a couple of weeks ago after learning that they are now trying to foreclose my parents home. I have been following all instructions provided by their law firm, as we were informed the home is going to auction in ***** days. I provided the materials requested and was told by the law firm that the lender (Real Time Resolutions) will be in touch. They have not been in touch. I spoke with ******* (the account manager) last week and she told me that she would have the letter to me by this Monday or Tuesday (2/12 or 2/13). The letter would contain the amount they owe to bring the account up to date and the payoff amount. She still has not sent the letter. I've attempted to call twice - one time was put on hold for so long that I eventually needed to hang up and another was told she's on the line. We need help in keeping this agency accountable and getting the information in writing of what is owed and where/how to make the payment to keep their home. My parents have authorized me as a 3rd party- they and the law firm both have this information. Whenever I reach out to the law firm, they redirect me to go to the lender, but the lender will not put anything into writing for us. Our family home is being foreclosed and we don't understand why they will not give us the payment options in writing.

  Business response

  02/28/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by Ms.****** on behalf of her ******* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the ********** Ms.****** ****** that RTR purchased her ******* home loan in 2011. Recently, RTR initiated foreclosure proceedings. In response, her ******* requested validation of this debt from RTR. Ms. ****** also ****** that she has had a difficult time contacting RTR to obtain payment options in writing. RTR will respond below.
  
  RTR began servicing the subject loan in 2011 on behalf of the owner of the debt. While Ms.****** ******* previously made payments to RTR under prior loss mitigation alternatives, the subject loan fell into default in early 2023. After unsuccessful attempts to contact the ******* to resolve the default, RTR initiated foreclosure proceedings later that year. RTRs records that RTRs representative (referenced in the Complaint) regularly communicated with Ms. ANeals******* via email. RTR does not possess an indication that it failed to timely respond to any requests made by Ms. ****** *******.
  
  Ms. ****** became authorized on her ******* account on February 8, 2024. RTR sent a payoff statement several days later and then sent a letter offering a resolution for less than the full balance of the account on February 14, 2024, which is the same day that the Complaint was submitted. Since that time, RTR has received payment sufficient to resolve the balance of the account and RTR is in the process of closing the account and recording a reconveyance of the subject deed of trust.
  
  In light of this outcome, which aligns with Ms. ****** desired outcome as listed in the ********** RTR does not believe any additional action is necessary with respect to the Complaint at this time. RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  02/28/2024

  I have reviewed the business response and accept this resolution. After BBB reached out to RTR, they began responding promptly and there have been no further issues. We were able to finally pay out the debt and close the account with them thankfully. Thank you for your help BBB! Without your support, who knows how much longer this would've gone on for and how much more money they would've collected because of their lagging. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning November, 2023, Realtime Resolutions claims to have purchased my second-mortgage account (for a pool construction loan) of which approx. $10,000 remains. They are a collection agency, and claim to have started purchasing loans from companies, and are now "servicing the loan". They use intimidation and harassment of me, my wife, my family and my employer, as if I am a "deadbeat" - - typical collection agency tactics - - for what is a normal, traditional second mortgage/construction loan. They refuse to answer the telephone, and dump everyone to voicemail - which they never respond to. They never let you talk to a human when you call them, yet continue to harass my employer and family, which debt collectors are famously-known for. Their tactics are unprofessional, and seem to violate ********** law (********* Fair Debt Collection Practices Act).

  Business response

  02/01/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by ************* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that his loan was purchased by RTR, which is a collection agency. The consumer states that RTR has used intimidation and harassment tactics.Furthermore, the consumer states that he has contacted RTR but has been unable to speak to a live human despite leaving several voicemails. The consumer states his belief that RTRs tactics violate applicable law. RTR will respond below.
  
  First, RTR is not the owner of the consumers loan. The owner of the loan is National Bear Hill ***** and RTR is servicing the loan on behalf of the owner. While RTR also functions as a debt collector, RTRs records indicate that the consumers loan is in good standing and RTR is not operating as a debt collector with respect to the consumers loan at this time.
  
  RTR respectfully rejects the consumers contention that RTR has sought to intimidate and harass the consumer. RTRs records indicate that it has solely made efforts to contact the consumer by phone and in writing. RTR does not believe that it has acted improperly in the servicing of this loan and denies that it has violated applicable law.Nevertheless, RTR apologizes that the consumers experience with RTR thus far has been less than ideal.
  
  With respect to speaking to a live individual, if the consumer is unable to speak to an RTR representative when calling in, he may visit RTRs website (************************************************)and use the Request a Call function to designate the time and phone number at which RTR should contact him. The consumer may also contact RTR in writing or by email via the other means listed under the Contact Us section on RTRs website.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  02/01/2024

  I am rejecting this response because:

  All this company is doing is saying I'm wrong.
  
  There is nothing in RTR's response that corrects anything, or offers to prevent their debt-collector-type tactics from being used against me in the future.
  
  They do not promise to answer their phones.
  
  They do not promise to stop harassing my employer.
  
  This is not a "resolution", and it's not even an apology, since they claim they didn't do anything that I stated in my complaint.
  
  There is no resolution here. Nothing has been done, nor will be done, to "resolve" this. It's just a denial.
  

  Business response

  02/08/2024

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the follow-up complaint submitted to your office by ************** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that he rejects RTRs prior response. The consumer takes issue with the fact that RTRs prior response fails to promise that RTR will answer its phones; that RTR will stop harassing the consumers employer; and will stop utilizing tactics previously employed with respect to the consumers account.RTR will respond below.
  
  RTRs prior response stated that the consumer may utilize RTRs website to request a call at a designated time and phone number. RTR answers its phones, although based on call volume and the availability of representatives that handle the consumers account, RTR may not be able to speak at every given time. With that said, RTR will make efforts to promptly return any call received.  Similarly, if the consumer wishes to designate any specific phone number(s) that RTR should not utilize (like a work number), the consumer may contact RTR in writing or by phone to provide that information. Once received, RTR will ensure that it no longer utilizes that specific number.
  
  Finally, RTRs prior response rejected the consumers characterization of RTRs tactics. To that end, RTR expressly rejected the assertion that RTR sought to intimidate and harass the consumer and denied any violation of applicable law. RTR also apologized that the consumers experience with RTR had been less than ideal.
  
  RTR looks forward to servicing the consumers loan and hopes that the parties working relationship moving forward is more satisfactory to the consumer. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  02/09/2024

  I am rejecting this response because - once again - they deny my original complaint, and do not offer any solutions to the allegations I have made. Their response is - it's up to me to try to prevent them from harassing my employer, it's up to me to try calling again in the hopes of someone answering, it's up to me to leave another message in the hopes that someone will call back. Everything is up to me, as it was in the first complaint I made. Real Time Resolutions has not admitted to anything I've alleged, has not pledged to change its behavior, has not agreed to investigate my claims, has not agreed to strengthen the training of its personnel, has not agreed to add a PLEASE HOLD message to their telephone system, and is going to do everything the same way as they have been, going forward.
  
  This is not even a response - it's a "WE DENY EVERYTHING AND WON'T CHANGE ANYTHING".

  So - NO, I do not accept ********************'s response. Nothing has changed based upon these allegations, and they will continue their past behavior - UNLESS *I* DO SOMETHING to stop them.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am *********************, urgently seeking assistance regarding Real Time Resolutions, Inc.'s threat to foreclose on my home. I bought my ******* home in ****, financed by Countrywide, later managed by **** of America (BoA). Due to the 2008 recession's severe impact on my employment, reducing my income by 90%, BoA provided a home loan modification in 2013 to accommodate my changed financial situation.Despite this, in 2016 or 2017, Real Time Resolutions, Inc. began contacting me about a debt they claim was transferred from BoA in 2010, a transaction I was never informed about. My consistent payments to BoA since the modification further complicate their claim.On September 8, 2023, I received a foreclosure notice from Real Time Resolutions, Inc., demanding payment of an alleged debt that has escalated from $28,000 to $62,000 without explanation. BoA denies any knowledge of this supposed debt transfer.This situation has not only caused undue stress and depression but also threatens the stability I fought to maintain through the home modification agreement with BoA. I am requesting the BBB's urgent intervention to investigate and address this potential wrongful foreclosure.Sincerely,*********************

  Business response

  12/20/2023

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by ************* (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that she modified her senior lien in 2013. The consumer then states that RTR began contacting her in 2016 or 2017 about the junior lien account. The consumer contends that she was never notified of the transfer to RTR. Recently, the consumer received a foreclosure notice from RTR. The consumer also questions the increased balance of the subject debt. RTR will respond below.
  
  RTR has serviced the consumers junior mortgage account since 2010. Enclosed is RTRs initial communication to the consumer from that time, which advised of the transfer of servicing rights to RTR. Also enclosed is a communication from **** of America advising of the same transfer to RTR. From 2010 to present, RTR has made consistent efforts to contact the consumer with respect to this debt, both by telephone and in writing. RTRs records indicate that it spoke to the consumer on three occasions in 2014 and once in 2015. In 2018, the consumer advised RTR that this junior mortgage included in her senior lien modification. RTR provided the enclosed response at that time. Furthermore, given that RTR serviced the junior lien at the time of the modification, any inclusion of consolidation of the junior lien would have required RTRs authorization. RTR has no record of any contact in 2016 seeking its participation in the modification process.
  
  RTRs records indicate that the consumer recently indicated her willingness to enter into a temporary payment arrangement. RTR believes that this payment arrangement, one of RTRs proffered loss mitigation options, reflects the accurate balance of the account and that no billing adjustment is necessary as requested in the Complaint.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a letter from the ***************** saying I got a ****-c from this company back in 2019 which I never received. I have never even heard of this company before, now the state and the irs are trying to collect taxes on these supposed wages of $16,250 from this company. This is absolutely insane and cant be legal for a company to send fake ****s to the irs!

  Business response

  12/04/2023

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by *********** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer states that she was recently notified of a ****-C sent by RTR that she never received. The consumer also states that she has never heard of RTR and the *** is trying to collect taxes on supposed wages of $16,250 from RTR. The Complaint states that this is a fake ****-C. RTR will respond below.
  
  RTR issued the *** Form ****-C with respect to the attached mortgage debt. RTR was servicing this account on behalf of **** of America. RTR began servicing this debt in 2014.Enclosed is RTRs initial letter from that time. RTR expects that the above information and attached documentation clarifies that the Form ****-C was not issued for wages and is not fake.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2008-2009 during the recession,I lost my job in mtg industry due to housing market crisis. It was difficult to find re-employment during this time, especially because I was pregnant second child. My husband's company had to do temporary layoffs on and off. We wiped out all our savings then cashed in my 401k to live and keep our home. We were in NEG AM loan, though we made our regular scheduled payments every month, we owed more than value. In desperation, I reached out to the Gov-funded program "Making Homes Affordable Act" Our agent assisted with 1st mtg and turned it from a NEG AM to low step fixed rate. As for our 2nd Mtg, originally held by American General, advised us to default. Stated most likely would be charged off, at worst case scenario, a lien would be put against the home charged off amount of $17094. It was in fact, charged off and stopped reporting on our credit reports. It was then sold off to Springleaf, where they offered us a lump sum of ***** to settle. Unfortunately, we didn't even have that. Statements stopped all together, so we assumed that was the last of it.Still with financial struggles, we had no other option but to file bankruptcy. So this should have definitely took care of it!! Then all of a sudden started receiving statements again from Shellpoint. We figured this was just scare tactic from a debt collector and paid no attention to it. But when statements started again payment amount was amount was for only $9000. Sadly, all statements prior to Hurricane **** were destroyed in flood. However, I have attached a statement from Shellpoint showing that as of 01/01/2018 payment amount $13,584. So amount was not consistent, so surely in our minds-fraud? Then Real Time started sending statements, threatening our home could be foreclosed on, and statements with random, no explanation $420 "FEE" in addition to regular payment of $239.35. Is this even legal to do this to people? Please help!! Thank you for your time.

  Business response

  10/16/2023

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by *********** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer acknowledges that she and her husband defaulted on this obligation and then received a discharged in bankruptcy. The consumer states that she received billing statements from Shellpoint, the prior servicer, after her bankruptcy discharge, but believed it was solely a scare tactic. More recently, the consumer has received statements from RTR and does not believe the amount therein is accurate, including a fee of $420.00. RTR will respond to these items below.
  
  As a preliminary matter, RTR recognizes that the consumer and her husband jointly received a Chapter bankruptcy discharge. As a result, neither the consumer nor her husband have any personal obligation to repay this account. Nevertheless, the lien of the subject mortgage continues to encumber the subject property. ********** transferred the servicing of the mortgage to RTR in 2020. At that time,********** transferred a late fee balance of $420.00. Due to nonpayment, the balance of the account has grown over time, as indicated in periodic statements sent by RTR (like the one enclosed with the Complaint). If the consumer has any specific questions about the balance of the account, she is welcome to contact RTR. Otherwise, RTR believes that the balance of the account is accurate as detailed in RTRs letters and statements sent to the consumer.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  10/23/2023

  I am rejecting this response because:  RTR states Springleaf transferred the servicing of the mortgage to RTR in 2020. Claiming at that time, Springleaf transferred a late fee balance of $420.00. We stopped receiving statements from Springleaf all in together 2015, it was AFTER we filed chapter bankruptcy we started receiving statements again but at this time from SHELLPOINT, NOT Springleaf. Please find attached letter dated 03/13/2020 that again (Shellpoint) NOT Springleaf transferred to RTR in 2020. And there was no late fees of $420 on any of those statements from Shellpoint. Again, proving how dishonest RTR has been by adding in some random fee $420 to each monthly statement thus violating state and federal laws on false representation of a debt and proving their other unfair practices.

  Business response

  10/27/2023

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by *********** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer takes issue with RTRs prior response. Specifically, the Complaint states that RTR wrongly stated that ********** transferred this account to RTR,when it was in fact Shellpoint. The consumer also states that none of the statements or correspondence from Shellpoint contained a late fee balance of $420, which the consumer continues to dispute. RTR will respond below.
  
  The consumer is correct. The account transferred to RTR from Shellpoint, not Springleaf. RTR misspoke in its prior response and apologizes for the confusion. Despite the assertions in the Complaint, the $420.00 late fee balance transferred to RTR from Shellpoint. RTR has never assessed late fees against the consumers account.Unfortunately, RTR does not possess copies of billing statements sent by Shellpoint.Nevertheless, to resolve this matter in the consumers benefit, RTR will voluntarily waive the $420 late fee balance from the consumers account.
  
  RTR hopes this response is helpful. Please do not hesitate to contact RTR with any additional questions.

  Customer response

  10/30/2023

  I am rejecting this response because:   RTR is blatantly being deceptive. We strongly feel that RTR has violated several FDCPA laws. Along side with, Springleaf and Shellpoint.

  The original Lien holder was American General AG CHARGED OFF ACCOUNT at $17,734 this included defaulted interest and late fees in 2010. The interest and late fees alone almost doubled the amount we owed before defaulting. Again, we were advised by the Making Home Affordable Program to default.

  Account then collection sold to Springleaf, whom at one point offered settlement letter of approximately $6000. We rejected as we were already were in the ** proceedings. All Statements ceased all together from Springleaf after **, we assumed all settled. Thats what bankruptcy is for right? To get relief from being contacted by the collection agencies? 
  
  SHELLPOINT, then obtained account. The first statement payment amount was with Springleafs settlement offer amount. Shellpoint was then adding original principal payment amount from AG to each monthly. (Please see statement attached) Over course of the years Shellpoints total amounted to more than original 2010 charged off/ 2015 discharged amount.
  
  There was never at any point through transfers of account any late fees from Springleaf or Shellpoint. It wasnt until RTR obtained account from Shellpoint 03/13/2020 that late fees started to accrue monthly. RTR  first statement started with original charged off amount of $17,734 with a $420 late fee monthly. 
  
  RTR states they will voluntarily waive the $420 late fee balance from the consumers account This has not been a one time late fee as RTR tries to present in the last BBB response. 
  
  I would like to reiterate: To date, RTR has added a total of $12,365.08 in late fees to the original 2010 charged off/ 2015 Chapter discharge amount - $17,734. RTR is claiming as of October 2023 statement total is now $30,033.
  
  Filing bankruptcy is very embarrassing and a long process to bounce back after. But to be HARASSED 8 years after is a another thing. RTR was the first to threaten possible foreclosure on our home and the first to add on such ridiculous late fees. 
  
  So I hope you can understand why we feel Scare tactics by all 3 of the collections companies.  WE FILED BANKRUPTCY, IT WAS DISCHARGED. Statement amounts were never consistent amongst the 3 of collector. Statements stopped and started. How could we take this seriously? 
  
  Ultimately, we feel we dont owe RTR anything! This is harassment and if anything we feel they owe us for the stress they are causing onto our family. If we cannot come to some sort of resolution soon with RTR we will reach out to anyone and everyone FTC, CFPB, FCC, Attorney General for ******* and *****. Please help ** figure this out! 

  Business response

  12/04/2023

  Please allow this letter to serve as Real Time Resolutions, Inc.s (RTR) response to the complaint submitted to your office by *********** (the Complaint).  RTR is committed to customer service and we hope that this response addresses the concerns raised in the Complaint.
  
  In the Complaint, the consumer takes issue with RTRs prior response and states that RTR is blatantly being deceptive. The Complaint also asserts that RTR has violated the ****** The Complaint states that this account was charged off by ************************** Services in the amount of $17,734 in 2010. The account then transferred to Springleaf, who offered a settlement of $6,000, which the consumer rejected due to her bankruptcy. The account then transferred to Shellpoint and the first statement received was in the amount of the $6,000 settlement amount from Springleaf. Shellpoint then sent statements adding the original principal payment monthly to the charge off balance of $17,734. RTR then obtained the account and the consumer again asserts that RTR assessed a new $420 late fee each month. The Complaint contends that RTR has added over $12,365 in late fees to the original charge off balance. The consumer also states that RTR threatened possible foreclosure, which was concerning. RTR will address these items below.
  
  Unfortunately, RTR does not possess copies of the billing statements sent by prior servicers.However, the principal balance of the loan per RTRs records is $17,734, which aligns with the purported charge off balance from ************************** Services, as well as the balance listed in the consumers bankruptcy petition that was filed under penalty of perjury. Since RTR began servicing the account,RTR has not assessed any fees to the account of any kind. Rather, the $420 late fee balance was transferred to RTR by the prior servicer. And as advised in RTRs last response, this $420 balance has been waived. Additionally, this late fee balance was not being assessed each month. This distinction is evident in the billing statement enclosed with the Complaint, which lists the Total Fees and Charges balance as $420. The only balance assessed to the account by RTR has been interest.
  
  RTR sent correspondence to the consumer referencing foreclosure because this letter was required by law. The consumer may review Regulation X, 12 CFR *******. RTR denies that it has violated the ***** and hopes that this response is helpful. If the consumer wishes to discuss a resolution of the account for less than the full balance reflected on RTRs statements, she is welcome to contact RTR to do so. RTR would like to determine if a mutually agreeable resolution if possible.
  
  Please do not hesitate to contact RTR with any additional questions.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩