Consumer complaint received 2022-06-02
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, SC XXXX Re : Loan # XXXX, Borrower : XXXX XXXX XXXX XXXX XXXX : XXXX XXXXXXXX XXXX 
XXXX VA XXXX. Recently transferred to XXXX XXXX, Loan # XXXX XXXX : Office of the President Certified Mail # : __________________________________ Dear President : Im writing the present letter to express my disappointment with the service received for the reference loan when it was under your administration. My mortgage account was transferred to another servicer, XXXX XXXX, without solving the main issue pending resolution since XX/XX/XXXX, after completing my three required trial payments of {$1900.00} ( XXXX, XXXX, and XX/XX/XXXX ). 

Since XX/XX/XXXX, I have contacted weekly your almost impossible to reach customer service number XXXX XXXX XXXX XXXX to request my approved final loan modification agreement. However, every time I called, I received the same answer : my case was approved, and the final documents should arrive soon to sign and notarize. Your representatives always apologize for their delay and explain that this delay came from the high number of similar cases handled by your company, which was understandable initially, but later became an absolute nightmare. 

Even though I completed my three trial payments, your representatives asked me to continue doing it in the following months. So I did it in XXXX and XX/XX/XXXX, payments for {$1900.00} ; however, when I tried to make my payment in XX/XX/XXXX, your representatives requested a higher amount of {$2100.00}, and then they continued requesting this last amount for XXXX and XX/XX/XXXX. 

Since XX/XX/XXXX, I have received several letters from your company requesting your signed Loan Modification Agreement that I never received. Moreover, every time after a letter, I contacted your customer service number. Your representatives stated that I should disregard those letters because they know in their system that the final documents are still pending to mail it. 

Last month XXXX, I was surprised to receive a letter from you stating that my mortgage account will be transferred starting on XX/XX/XXXX, to another mortgage company ( XXXX, XXXX # XXXX ). Your company initiated this process, aware that the main issue of the loan modification completeness was still pending to be resolved. 

I contacted XXXX XXXX today, and they confirmed that they have my account but no information in regards. They asked me to wait fifteen days to have at least some information about my account. 

This is the best description that I can get to explain my current situation and my deep disappointment with this process. I urged you to intervene and find a common-sense solution to allow me to preserve my home. 

Please understand that I was waiting more than six months for your documents to officialize the loan modification decision taken. 

I will be waiting for your response, Very truly yours, XXXX XXXX XXXX XXXXXXXX XXXX XXXX 
XXXX VA XXXX Copy : XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX ( HUD Certified Counseling Agency )

Company response to consumer: Closed with explanation