Consumer complaint received 2020-05-28
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I paid {$12000.00} to avoid foreclosure, Bayview Loan Servicing posted this amt. on XX/XX/XXXX w/ {$3200.00} placed in Unapplied Funds. How those funds were applied has not been explained. I received a statement dtd. XX/XX/XXXX stating next payment due XX/XX/XXXX for {$1500.00}. On the XX/XX/XXXX mortgage statement the next payment due date changed to XX/XX/XXXX and the payment amt. change to {$2200.00} with no explanation for the {$700.00} added as XXXX XXXX XXXX Bal. Since I was current I did not understand. I called customer service on XX/XX/XXXX requesting an explanation, I was told that my complaint was logged and someone would get back to me. However, I have since logged two addition inquires and have yet to hear from anyone. On XX/XX/XXXX I made a payment of {$1500.00} to be applied to the XX/XX/XXXX bill since that is when the statement stated as a due date. On XX/XX/XXXX I made a payment of {$11000.00} to be applied to the XX/XX/XXXX. The XX/XX/XXXX mortgage statement had a payment due date of XX/XX/XXXX which as far as I was concerned had been paid on XX/XX/XXXX however on the XX/XX/XXXX statement Bayview assessed a late fee {$56.00}. Bayview did not post a XX/XX/XXXX mortgage statement. On XX/XX/XXXX I made a payment of {$1500.00} for XXXX XXXX payment however on the XX/XX/XXXX mortgage statement I was assessed a late fee {$56.00}. They also report to the credit agencies that I had been 30 days late on my payments on more than once. From that point on it appears that Bayview Loan servicing has misapplied my payments or held them up. So much so that the {$600.00} payment I made on XX/XX/XXXX was not applied to the XXXX payment and because their statements are so complicated I can not tell when it was applied. By their records it appears that some payments were processed twice causing Insufficient funds fee in the months of XXXX, XXXX, XX/XX/XXXX and XXXX of XXXX. In addition from XX/XX/XXXX to XXXX XXXX Bayview added an additional {$71.00} to the required Escrow payment and from XX/XX/XXXX to XX/XX/XXXX an additional {$63.00} has been add to the Escrow payment for a shortage/surplus spread but the escrow projection does not add those additional amts. Bayview provides no accountability as to what the {$1300.00} has been applied to. On XX/XX/XXXX my homeowners insurance was paid in the amount of {$1700.00}, Bayview forecasted it to be {$1900.00}. The saving has not been credited to my account anywhere that I can see. On the XX/XX/XXXX statement Bayview states " misapplication reversal '' and shows a payment made in the amount of {$0.00} however in the month of XX/XX/XXXX I made payments totaling {$3200.00}. In my opinion Bayview Loan Servicing has misappropriated my money especially with the " extra '' money added into my escrow account. Holding mortgage payments in suspense is unfair to the customer even if that customer is late because Bayview continues to add fees.

Company response to consumer: Closed with explanation