Consumer complaint received 2017-12-04
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: DE
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am writing in to dispute credit information reported from my mortgage company XXXX XXXX XXXX XXXX for account number XXXX that is being reported by Bayview Loan servicing LLC. I have enclosed copies of my statement and notices that are saying I am past due, even though I am making monthly payments. The statements are saying I am not making a payment for months, then 3 months later ; they are updating my previously made payments. When I call them, they tell me I am not past due and that I was not reported past due and that if I am showing past due on my credit report ; that I need to call the credit reporting agency. Here is the history that lead up to all of these problems. 
XX/XX/XXXX my employer XXXX went on strike. My income was reduced to XXXX a month. I called XXXX XXXX XXXX to setup some kind of arrangement to keep my mortgage current. The representative connected me to Bayview Loan Servicing who handles arrangements. I was told that I could apply for a modification but I had to wait until after XX/XX/XXXX so that my account would show in the arrears. I called back after that date and applied for the modification. I received a call a few days later that I was approved for a 3 month modification and that I needed to pay taxes and interest and my payment would be XXXX and that I needed to make a payment that day, but also had to mail my payment to Bayview or call Bayview to make the payment by phone. I made the payment ( all three payments ) by phone and in XX/XX/XXXX I received an alert from XXXX XXXX that I was behind on my mortgage. I called Bayview to see why I am reporting behind and I was told that I would report past due until I satisfied the 3 month modification. Once I satisfied it then the account record would update to current. After I completed the 3 month modification, I received a letter from Bayview telling me to call in because my account was in a past due status. So I call very upset, asked to speak with a manager. The manager tells me that I was given wrong information in XX/XX/XXXX. That she sees the notes from when I called but that I was given the wrong information. She said she will setup the correct kind of modification to bring my account current. She said it will update that I am current but during the modification process I will show past due ( again ).

Subsequently, I applied for the new modification with the manager to bring the account current due to the misinformation from the previous modification. I made my XX/XX/XXXX payment. I received a call that I was approved for the new modification on XX/XX/XXXX but that I needed to make two payments that day ( to cover for XX/XX/XXXX and XX/XX/XXXX ) to initiate the process. I was told to pay XXXX each month for 3 consecutive months to successfully complete the modification. The manager said once again, that the account will update from the previous past due. But that it will show past due until XX/XX/XXXX when the 3 month period for the modification is completed successfully. Again I had to call Bayview to make each payment. At the end of XX/XX/XXXX, I received a call from Bayview telling me that my modification had been completed and my modified payments were XXXX. I began making XXXX even payments to Bayview. I was told that I still had to make the payments directly to them until everything was completed on the backend. When XX/XX/XXXX came, my past due was updated from being over {$5000.00} behind to a little over {$1000.00} behind. So there was some kind of update but it did not fully bring the account current. 
On the annual escrow account statement dated XX/XX/XXXX, I was advised that my new monthly payment changed to XXXX. So I began making {$800.00} payments. As you can see by the statement date XXXX/XXXX/XXXX, all of my payments from the beginning of the year were applied in XX/XX/XXXX to my mortgage. I enclosed the statements showing my payments, showing that I was past due ( even though I call and am told to disregard those because the modification is being processed ). To date, I am still getting notices that I am past due. Bayview is holding my payments and saying that they are still processing the modification. I spoke with XXXX on XX/XX/XXXX who said that my account is not past due. He transferred me to XXXX to confirm. XXXX said my account has not been reported past due and that I need to reach out to the credit bureau if it says that I am past due. 
Starting XX/XX/XXXX, I began making payments online directly to XXXX XXXX XXXX XXXX and that is when my credit report updated that I was 90-120+ days past due on my mortgage anymore. This has been a huge snow ball that has been getting worse and worse. I am not sure how else to fix this since Bayview is saying that nothing is reporting past due and that the second modification is still being processed. But obviously my mortgage is still reporting past due. My credit rating has gone from close to XXXX down to less than XXXX. 
Please review the statements and notices that I have sent in. I desperately need this corrected. I am not able to get it corrected with Bayview since they are saying nothing is showing past due. Then I get a call from Bayview on XX/XX/XXXX saying that I was 3 payments past due. I explained the situation to the gentleman. He looked back and verified my payments and said he wasnt sure why it was saying I was past due. He told me to call their customer service. I explained to him that I already called numerous times and keep being told that I am not past due. If any additional information is needed, please contact me. 
On XX/XX/XXXX, I came home to a note on my door that told me to call my mortgage company. I called on XX/XX/XXXX and spoke with a XXXX XXXX ( spelling might be wrong ). He told me that my account is past due. XXXX went back into my history. Said that my modification paperwork said my payment was approximately XXXX a month with principle and interest. He said that my payment should have been XXXX. And that that is the reason I am showing past due about XXXX. I do not understand why my paperwork would tell me to pay XXXX, which I paid XXXX. Then my monthly statement told me to start paying XXXX in XX/XX/XXXX, which I then began paying XXXX. But, then say that that is the reason why I am showing past due.

Company response to consumer: Closed with explanation