Consumer complaint received 2017-12-06
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX I refinanced my home to an interest only loan. In XX/XX/XXXX my payment adjusted to a fully amortized payment, which I didnt know it would do. 
On XX/XX/XXXX Bayview returned my payment and advised me that I was past due with my payments, and they were no longer going to accept my payments, I called Bayview to find out why, since I had been making my payments all long. they advised that I owed over {$12000.00} in past due payments. I know now, it was because my mortgage payment changed to a fully amortized payment. I called Bayview to try and resolve but they were not helpful, and by them not accepting my payment I was afraid of loosing my home. I hired, what I thought at the time, to be a reputable modification co. they said they could help me, they do this all the time. They started the modification process with Bayview, and assured me that all was going well and we should have the loan modification approved shortly. I paid them several thousands of dollars. Come to find out my loan modification had been denied, XX/XX/XXXX I found this out by calling Bayview when I got the foreclosure notice. I called Bayview and the loan modification co and the numbers and address were no longer valid for the modification co. Not knowing what to do I went to a counseling session for seniors, and then decided to do a Reverse Mortgage. I completed my HUD counseling on XX/XX/XXXX, and had to wait 7 days to complete the application for my Reverse mortgage. 
I called XXXX XXXX at Bayview, however he did not return my call, with the help of my niece we found out that XXXX XXXX was now assigned to my file. I called and spoke to XXXX and let her know I was getting a Reverse Mortgage and requested a postponement, she verbally denied the postponement. I Called XXXX back after a couple weeks to request the postponement again, because I now had completed the application, we had the appraisal and loan approval. XXXX advised me that I would need to go to my local court house and request the postponement from the judge. I spent the afternoon at the court house, to find out this was not the process for me in California .... the postponement needs to come from XXXX/Bayview. I then called XXXX back and left several messages and faxed her my reverse mortgage loan approval, and request for postponement. she, to this day has not called me back. I then reached out to Bayview 's escalation department and spoke to XXXX she helped as much as she could she provided me her fax # to send in the documents I had sent to XXXX, I faxed them to her. XXXX then transferred me to XXXX XXXX escalation manager, he reviewed the notes and advised he would send the postponement request on my behalf to the asset management team Manager, I emailed my Reverse mortgage loan approval to XXXX. He advised to call back in the morning to get an answer. I also called and spoke to the Trustee I faxed them my reverse loan approval and request to postpone the sale date, I also hand carried it into there office in XXXX. I Spoke to XXXX at the trustees office he said he will call Bayview and see what he could do. 
Next morning I called XXXX @ Bayview however I was not successful in speaking to him, nor to XXXX. I was transferred to a team lead in asset management named XXXX XXXX. He refused to review or discuss since as he stated ... '' its to late nothing I can do '' I am a senior citizen and US XXXX veteran trying to save my home. Today my home was sold as a piece of property, but for me it was my home, my memories my life. Please help me get my home back loan approval sent to : XXXX XXXX fax # XXXX, XXXX-Escalations XXXX emailed to XXXX XXXX Escalation Mgr. XXXX XXXX-Trustee fax # XXXX

Company response to consumer: Closed with explanation