Consumer complaint received 2021-12-30
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Kindly help us investigate these two loans with Community Loan Servicing, LLC ( formerly Bayview Loan Servicing ). 
Loan # XXXX Property Address : XXXX XXXX XXXX, XXXX, MD XXXX Our ordeal started when the tenant on this property finally moved out in XX/XX/XXXX leaving us with unpaid rents, water bill and repairs. We applied for Deed in Lieu because we did not have the money to repair the property and we submitted all the required documents. 
After many months of request for additional documents, we got the first letter on XX/XX/XXXX telling us that they now have complete document ( Exhibit A ). About three months later and after many more documents, we got another letter dated XX/XX/XXXX from them informing us that they have all necessary documents, and nothing is needed from us. ( Exhibit B ). 
We tried to sell this property and even took prospective buyer to the property only to find out that the lock has been changed by the servicer. 
After many months they told us that the property is a leasehold and need to be fee simple. We then employ the service of an attorney for this. The attorney came back to tell us that the property is no longer in our name. The ground rent was redeemed way back in XX/XX/XXXX ( Exhibit C ) and the property is now fee simple while the servicer keeps asking for more and more documents. 
Our thinking is that we are the rightful owner until our attorney confirmed otherwise. Can you imagine the agony of a borrower who taught he/she is the rightful owner of a property, but the servicer has changed title ownership and still asking for one document or another from us? 
At some point, they told us it is a matter of weeks, and it will be over only for them to pass the file to another point of contact who then started the process again. We regret to let you know that this file is back again in the original point of contact ( Exhibit D ). It is simply in circle. 
We received a modification letter, but we never apply for this at any time. We only apply for deed in lieu ( DIL ) right from the beginning. We also received from them an estimate of value for our property at some point but nothing follows this. 
They even send us a letter that we requested that the escrow account from our loan for property tax and property insurance be removed. This is not true. We did not initiate such letter. 
We just got another letter dated XX/XX/XXXX informing us that the file is back with one of the original point of contact ( Exhibit D ). This is when we decide to come to you for help. 
Loan # XXXX, Property Address : XXXX XXXX XXXX XXXX MD XXXX As mentioned earlier, we have two loans with this servicer been handled by the same point of contact. The situation as exactly the same as stated above. 
The servicer knew that they have changed ownership of the property and the manner which title is held to fee simple since XX/XX/XXXX but they still send us a letter more than 10 months later ( XX/XX/XXXX ) claiming that their vendor is still working on it and hope that it will be resolved withing 30 days after which our application for DIL will be denied if not resolved by their deadline ( Exhibit E ).

The above are the two situations we found ourselves and we believe something is just not right here. We will appreciate it if your good office can investigate this as the servicer is accruing fee to be passed to us on property we no longer own or do not have the right to sell since XX/XX/XXXX. Yet, there is no outcome or acknowledgement of what is going on or what to expect. 
We do not see why this servicer should get away with this type of practices and make us bear unnecessary cost. 
Please help us. 

Thank you. 

XXXX XXXX XXXXXXXX XXXX.

Company response to consumer: Closed with explanation