Consumer complaint received 2018-02-24
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received a phone call from my Attorney, it was a 3 Way Call with Bayview Loan Servicing VP, XXXX XXXX on the line. Finally, I felt like maybe we can resolve this whole mess they have made with my account. OnXX/XX/XXXX I received a Loan Modification from Bayview Loan Servicing, it was signed notarized and fully executed! On XX/XX/XXXX I received a call from XXXX XXXX claiming Bayview Loan Servicing didnt receive my last trial modification payment. I sent her proof that my last modification payment was made on XX/XX/XXXX, but she continued to lie about receiving it. First, I sent Bayview Loan Servicing a check on XX/XX/XXXX for my XXXX payment, but they were taking forever to post it to my account, so I got worried, thinking maybe the check was lost or maybe Bayview Loan Servicing was just sitting on it. I stopped payment on the check and decided to use my debit card onXX/XX/XXXXto make XXXX payment. The payment went through and I e-mailed XXXX XXXX to let her know XX/XX/XXXX payment was made and gave her the confirmation number. I have been doing a lot of research, trying to understand why would she lie about receiving my payment. My online account is showing my XX/XX/XXXX payment in a Suspense Account with a credit. Its just so STRANGE to me that Bayview Loan cant see this. I was nice enjoy to provide a screenshot to them. Why was my last modification payment put in Suspense Account? After speaking to XXXX XXXX I still feel like I have been mistreated and he was constantly defending XXXX. I honestly believe they train them to lie like this. He is requesting my bank statement now and I have no problem with that. The problem I have is being lied to about receiving my payment on XX/XX/XXXX and if a reversal was done on XX/XX/XXXX after XXXX XXXX called claiming the payment wasnt received, its their fault for telling a lie, but I will still resubmit the payment because I dont believe in taking anything that doesnt belong to me. My loan modification approval should NOT be voided because I did what I was supposed to. The money was with Bayview Loan Servicing when my loan Modification was approved and they need to be honest. I made all 3 payments on time and I should not be penalized if Bayview Loan Servicing lied about not receiving the payment. I made several attempt to get in touch with XXXX XXXX Manager to see what was going on with my account, and if I needed to resubmit payment and no one answered or returned my call during that time. I can not continue sending money to Bayview Loan Servicing and they claim they are not receiving it. After seeing the my last trial modification payment in Suspense Account with a credit, it makes me think they have the money, but it my bank did the reversal on XX/XX/XXXX it was because of the lie XXXX told me. I feel like XXXX XXXX was defending XXXX lie. I told him the bottom line is I did what I supposed to and the Loan Modification was approved on XX/XX/XXXX and my payment was with Bayview Loan Servicing at the time of approval. My bank was investigating the money only because of the lie I was told. I also told XXXX XXXX if the money was reversed because of XXXX claiming they didnt receive it that I would pay again. I dont need all this stress in my life. My account is a MESS, every time I look at it all the numbers are different. Im praying hard XXXX reveals the truth and Im treated fairly. After going through all this chaos with Bayview Loan Servicing it makes me so uncomfortable having them as my mortgage company because I have never been treated so badly by a mortgage company in my life!

Company response to consumer: Closed with explanation