Consumer complaint received 2021-08-31
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To Whom It May Concern : My complaint is about my mortgage loan servicing provider ( Community Loan Servicing - Loan Number : XXXX - Customer Advocate Department Case Number : # XXXX ). 

I contacted Community Loan Servicing in XXXX & XXXX of XXXX  via phone contact & informed the representative that I need to have my home property taxes amended due to the fact that I am now exempt from having to pay property taxes on my property. 

I informed Community Loan Servicing that the documentation proving this claim has already been summited, processed & approved by my county tax accessors office ( XXXX County Georgia ). I was put on hold & the customer advocate came back to inform me that they reached out to there tax department & confirmed that they do see that there has been an exempt status placed on my property. I was then informed that they will perform a escrow analysis in XX/XX/ to update my account. 

I then informed the customer advocate that this is not right that I have to continue to pay taxes on my property & have to wait until XX/XX/2021 for a new escrow analysis. I informed the advocate that you just confirmed the update change to my property & will not take action until XX/XX/. I was informed that's how there system works. 

Fast forward to the present, I received my bill for the XXXX payment & no update exempt modification was not made to by monthly bill & the XXXX bill still reflects me having to pay property tax on my property. I contacted Community Loan Servicing on XX/XX/ & spoke to a customer advocate ( XXXX ) about what has taken place & that this needs to resolved ASAP. 

I was informed by XXXX that she did see the notes in the system from the previous advocate I spoke to in XX/XX/ & that they are scheduled to run the new escrow analysis on XX/XX/. I informed XXXX that this is not right & that I should not have to continue paying property taxes on my property & that this information I am providing you with has already been confirmed back in XXXX & XXXX of XXXX  when I brought this to Community Loan Servicing attention. 

XXXX informed me that she was placing an escalation on this matter & that someone will be contacting me in the next two weeks about this matter & provided me a case number : ( # XXXX ). 

I received a letter from Community Loan Servicing dated XXXX XXXX XXXX  informing me that they will no longer be my mortgage loan servicing provider effective XX/XX/ & that my new loan servicing provider will be XXXX XXXX XXXX. 

I contacted Community Loan Servicing customer advocate department on the morning of XX/XX/ & spoke to XXXX & informed her that I need an update on my case : ( # XXXX ). I was informed by XXXX that they are still working on my case & that they will contact me when they are finished. I informed XXXX this is unacceptable & that I received the letter from Community Loan Servicing informing me that they will no longer be my loan service provider effective XXXX 

Also that Community Loan Servicing dropped the ball on this matter & that my case needs to resolved before my account moves to a new loan service provider. I also informed XXXX that I should not have been paying taxes on my property in the first place due to I informed Community Loan Servicing about the change in XXXX & XXXX of XXXX. 

XXXX tried contacting XXXX being that she was the last advocate I spoke to & informed me that an advocate by the name of XXXX is working on my case & that they have notated my account on XXXX XXXX XXXX  that they contacted the tax accessors department & should have a response in a few days & that they will contact me once completed. 

I informed XXXX this is totally unacceptable & that I contacted Community Loan Servicing on XX/XX/ about this & that you are just contacting the tax accessors office on XXXX XXXX. I informed XXXX that this totally unacceptable & they are dragging their feet on this matter. I also informed XXXX that Community Loan Servicing dropped the ball on this matter & that my case should have been resolved when I brought this to Community Loan Servicing attention back in XXXX & XX/XX/2021. 

I informed XXXX that this is out right extortion & that Community Loan Servicing was & is being paid interest on my tax payments being made. XXXX informed me that she placed another escalation on my case & that my case should be resolved by XX/XX/. I informed XXXX I am not confident that my case will be resolved by XX/XX/ & that I want my full refund for the monies I have already paid out this year on taxes I should have not been paying in the first place. 

I am notifying the CFPB about these fraudulent & deceptive practices of Community Loan Servicing. I am being extorted to continue paying taxes & that when I call them out on this they now want to have me switch loan servicing companies because they dropped the ball on this matter. I am an XXXX veteran & money is already tight. 

I am requesting this matter be resolved in five business days with my exemption in place & my full refund of the taxes I have already paid Community Loan Servicing. The monthly taxes being paid to Community Loan Servicing is : {$420.00} XXXX XXXX

Company response to consumer: Closed with explanation