Consumer complaint received 2017-05-03
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
This complaint is against  Bayview Loan Servicing  for their poor customer and mismanagement of my loan file. I have  3  late payments recorded in the last year that were no fault of my own however Bayview refuses to correct them. In early  XXXX , I received a letter stating that proof of my home owner insurance had not been received. The insurance is obtain by my  XXXX  and sent to them each year. I contacted the company and was told to re-fax it. After calling and faxing from almost 2 months my mortgage payments increased because they added additional insurance. I called and explained that I needed to know the correct amount and no one could help me and I was told once again that the policy had not been received. I did n't make thee payment on time because no one could tell me the amount and once it was correct the payment was made therefore I feel the mark should be remove from my credit file.     The second occurrence happen due to  Bayview  non working website. Each months  Bayview  site is down for days and when it is up its not working properly. I logged on to make my  XXXX  payment and it was never process. I do take ownership for the error because I did n't write the confirmation down nor did I check my account to ensure the payment was made however I also believe Bayview 's faulty system also contributed to the payment arriving late.     In    XXXX   XXXX   , I contacted the company once more. Due to the error in  XXXX  I had to make  XXXX  payment in  XXXX . I contacted the company to find out if their were in deferring option. I explained to the representative that I wanted to void making the payment at the and and being charged the late fee and I also needed time to recovery from the last payment cycle. I was offered to divided the payment over 3 months to avoid the late fees but I was never advised that the payment would continue to report late until it is paid in full. In early  XXXX  I received an alert notifying me that a late payment was reported.I immediately contacted Bayview and was told it would continue to report late until the payment plan is completed I explained I was never informed of that and all the could say is that it was policy. I escalated i and still got no where. I paid the balance off a few week later satisfying the arrangement and wrote the company a letter asking to concern removing the remarks because of the miscommunication. I never received a response. The following month I attempted to make a online payment and my profile was locked out. I did not contact the company because I did n't want to additional aggravations. In additional. On    XXXX   XXXX    I began receiving collections call every hour on the hour. I thought this was really strange because it never happen before and not to mention it was a day after my due date. It went on for about 4 days until I filed a complaint. At which time I was told the only way to stop the call is to remove my number all together because the system is design to call every hours. This is just another example of Bayview poor service skill. No one should be harassed every hour for  XXXX  plus hours about a payment.     All in all Bayview lack in the area of service and have poor business standards. In the past year they have lost my insurance policy, billed me incorrect, provided misleading information and been harassed. The auto call system needs to be program for less calls. Customer service needs to be trained on how to properly address questions. Lastly,  Bayview  should respond when something is received in the mail. I am activity seeking another mortgage option because I can no longer allow Bayview to affect me personal due to their negligence.

Company response to consumer: Closed with explanation