Consumer complaint received 2022-12-28
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX start a Trial Modification with my servicer Community Loan Servicing ( now Community Loan Servicing, llc ) after the Covid-Cares Act accommodation ended. I am set to make 3 trial payments XXXX, XXXX & XXXX with modification documents sent after this time. After each payment I reiterate the process and what happens after the 3 trial payments are made. Starting in XXXX of XXXX I ask when to expect the documents to complete the modification and I am told " they are in process and will be mailed out now that your trial payments are done. Each month I wait and nothing is sent to me other than a statement showing the past due amount and a name of a " dedicated loan specialist : XXXX XXXX. This conversation is repeated every month until XXXX when the loan is sold ( Community Loan Servicing, llc ) and I call a new number to make my payment and I ask when the paperwork to complete my loan will be sent. I am told once the transfer is complete documents will be sent. Nothing arrives for me by USPS. XXXX, XXXX, XXXX, XXXX are all the same, with the same request after my payment and assurance paperwork is coming to complete my modification. XXXX rolls up and I call to make a payment and I am told they can not accept my payment because my trial plan is now broken and I am needing to pay the whole amount outstanding to bring my loan current. I then go through the whole story again, and I am told that " they '' were able to fix the loan in the system AND modification documents are now being sent to complete my loan. No documents arrive after a week, 2 weeks, 3 weeks, I continue to call and each time I am told " Documents are NOW being printed and sent to you '' ... .never addressing the prior conversations or documents, only saying " NOW, we can get those to you ''. I keep calling and asking for a supervisor to call back. Nobody calls me back. I ask for the documents to be sent XXXX and I am told " We don't offer that service ''. I am at a loss as to what I can to do save my home. I can't draft these documents, although by now I could have XXXX  " How To '' and figured it out on my own, seems like pushing this task to me isn't what I would call " helpful '' or " useful '' in anyway. And this part is for the loan modification. I need your help with this. I have done all I have been asked, I call frequently, I made all the requested payments and still can not get this finished. I really need your help here. 

This part is about the loan balance. I have asked since XXXX of XXXX to have a full accounting of my account from XXXX to current sent to me and to date I have been ignored ( see above for similar results ). The reason for this is that having read the entire CARES ACT document for my job, I believe it is section XXXX that talks about mortgage servicing companies and how they will and will not treat customers that ask for a COVID related accommodation. One such point is that servicers will not charge any fees during this time. I believe my servicer has charged me fees which is why they will not send me the accounting I have asked for. ANY fee is a violation of the CARES Act and illegal. I hope you can get that document for me and one for you too for your review. I need help with this Next, way back in the beginning of this COVID accommodation request of mine I spoke to a gentleman ( XXXX ) who outlined how this accommodation was going to work. No payments required during the accommodation period and at the end of the accommodation " ... .all of the outstanding money owed on your loan will be rolled up into a balloon payment due and payable once your loan is refinanced or your home sold. It will not generate interest and can not be paid down during your loan payments. '' This was pretty straight forward and easy to understand. However, the new servicer is telling me that, that isn't correct. The amount that is owed for taxes and insurance is now owed by me and NOT part of the balloon payment option I was initially offered ( and accepted ). This feels very " bait and switch '' like. I was sold something that they then take away and I have XXXX recourse. Please help with this. 

The end result to all is is as follows : 1. Loan modification documents sent to me via XXXX  with a return envelope. This is to be the 40 year loan@ 2.875 % as agreed upon during the initial conversation I had XXXX. 
2. My entire outstanding balance becomes a balloon payment as was " sold '' to me during the COVID accommodation conversation I had with XXXX back in XXXX 3. Any and all fees charged to my account since the start of the COVID accommodation period are to be removed. 

I have tried calling again tonight to Community Loan Servicing and got the very same result. Somebody will call you back tomorrow. Please help me with this issue I want to keep my home.

Company response to consumer: Closed with explanation