Consumer complaint received 2017-12-05
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I fell behind on my mortgage while waiting for a hearing for social security XXXX. During that time I had no income and without an income, I was unable to apply for a loan modification. My house was originally scheduled for sheriff sale on XX/XX/XXXX [ moved to XX/XX/XXXX ]. 
In XX/XX/XXXX I was finally approved for XXXX [ including 5 years of back payments ] A few weeks later I received the letter from social security informing me how much I would be receiving each month. At that time [ XX/XX/XXXX ], I applied for a loan modification. I signed and emailed the application along with the required paperwork to the email address specified in the modification package. Also during this time I had filed for bankruptcy as I 'd fallen behind on several other bills. I wanted to keep the house however and do a modification. 
The modification package I received was from XXXX XXXX, listed with the job title of XXXX XXXX. On XX/XX/XXXX, I called and spoke with her. She informed me that while my documents had been received and the package was complete - she was unable to speak to me about the status of the modification due to the bankruptcy until my attorney sent in a letter stating it was OK for them to speak with me. 
My attorney sent over this letter to the same email address [ as requested by Bayview ]. 
On XX/XX/XXXX I was unable to reach XXXX and spoke with someone named XXXX who informed me that while they had received the letter from my attorney " the flag had n't been processed in their system '' so they were still unable to speak to me. XXXX informed me he would be removing the flag from my account, and seeing that my modification package would be processed. He recommended I call back in 24-48 hours so the 'flag removal ' had enough time to process in their system. 
Today, XX/XX/XXXX I called and spoke with some named XXXX. She informed me that the documents I sent in were no good because they were signed and dated before the original scheduled date of the sheriff sale and I would have to resend in the entire package. She also told me that despite receiving a letter from XXXX XXXX was n't my XXXX XXXX she [ XXXX ] was and she had no idea why XXXX had been assigned to my account. 
I feel like I am getting XXXX around. If there was an issue with the date on the documents I submitted [ which I still do not understand ] why was n't I contacted and asked to send in new ones? I only found out because I called them. I do n't understand what the issue with the date on my documents was, why it took over 2 weeks for me to be able to speak to someone after my lawyer sent in a letter stating it was OK to speak with me and here 's the worse part... 
I received a letter from the sheriff informing me the sheriff sale of my home has been moved to XX/XX/XXXX - next month. Everyone I spoke to at Bayview tells me they do n't have any record of this date and no sale is scheduled - but they refuse to contact the sheriff and tell him this. The fact that Bayview has no record of a rescheduled sale is irrelevant if the sheriff has a sale scheduled. Bayview is consistently telling me there is no sale scheduled and they have no record of an upcoming sale but the sheriff has a sale scheduled on my home for next month. Bayview is refusing to send me documentation assuring me no sale is scheduled or send documentation to the sheriff informing them that the sale is on hold at the current time. 
So while Bayview is XXXX me around with allof the modification paperwork nonsense, my house is going to be sold out from under me. 

Every person I speak to at Bayview gives me different information about my modification. No one contacts me [ since having received a letter from my attorney that it is OK to contact me ] when there are issues with my modification package, Bayview and the sheriff 's office do n't appear to be on the same page regarding having the sale of my home pushed back. Meanwhile I finally have an income from social security [ my first check comes on XX/XX/XXXX ] and I am due 5 years of back pay, part of which I wanted to use to pay down the mortgage as part of the modification and I 'm going to end up losing my home. 

I have XXXX and XXXX XXXX and have been having difficulty dealing with the potential I might lose the house, but now that I finally have the income required for the modification and money to pay down some of the principle - Bayview is XXXX with me. Everything from who is in charge of my account, to issues they do n't contact me about with the 'date ' I originally signed the mortgage package to a conflict regarding the actual sale of my house which they refuse to step in and assist with [ they simply keep telling me they do n't have a sale scheduled for my home and it wo n't be sold on the XXXX of next month ] in direct contradiction to the sheriff 's office. Unless they 're planning on selling the home and just outright lying to me about not having a date in their system for the sale of the home - why ca n't they communicate with the sheriff office so they 're on the sale page and confirm that the house wo n't be sold. The bank says it wo n't be sold - the sheriff says it will. Who am I supposed to believe? 

I waited without income, running through my savings and retirement money for the last 5 years for a social security hearing - which I just won in XX/XX/XXXX - forcing me into bankruptcy to cover all of the debt I 've racked up over the last few years to the extent I ca n't even get a new place to live because of my now poor credit. I want to keep this house but the amount I owe is far above market value [ they 're building newer larger homes in the area for less money ]. I had to wait until the last minute to file the modification paperwork because I was n't able to file it until I had an income - which I just recently got paperwork from social security to show. 

I do n't understand why Bayview does n't have it 's act together, no one tells me consistent information, no one contacts me when information or documents are needed and they 're swearing to me the sheriff is wrong about the sale of my home. What 's going on?

Company response to consumer: Closed with explanation