Consumer complaint received 2017-07-14
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had a mortgage with XXXX. Last month they sold my mortgage to a company called Bayview Loan Servicing , LLC out of XXXX XXXX, FL.
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I did not receive any information about being moved until I attempted to pay my mortgage with XXXX and my account was no longer valid. I then managed to track down my new mortgage company after hours of searching.
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I have always paid my mortgage bi-monthly, with split payments slightly higher than the amount owed. After tracking down the company and thinking everything was fine, I logged onto my new online account with them and discovered this was n't an option. I called them back and was informed that they do n't operate that way, but they could set it up for auto withdrawal every 14 days. I said no, I pay bi-monthly, not bi-weekly, they argued with me that it was the same thing. I tried to explain why it was n't, and then found out they knew almost nothing about how mortgages work or interest rates, or the difference in payments and how they affect interest calculation. This distressed me.
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I then made arrangements with them to call in twice a month, on the XXXX and the XXXX, and if either fell on a weekend or holiday I would pay the day before, not after.
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They 've lost my insurance paperwork, twice now. I have had my insurance company fax the information to them. They still insist I do not have insurance.
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Then today, while trying to pay the auto service says that I am a month behind in my mortgage. I have been with them only since XXXX XXXX and have made two payments, on XXXX XXXX and on XXXX XXXX, and was attempting to make another payment today on XXXX XXXX And again said I did not have insurance on my house, which I absolutely do and that I was behind on my mortgage which I absolutely am not.
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Three hours later, I 'm still on hold, until my phone died. I tried again, another hour lost and still not able to reach anyone in customer service. After going through being told I was late on my mortgage payment and did n't have insurance and being lectured to by a machine, it switches over to Spanish with no English option. I had to bring over a friend that spoke Spanish for him to translate what was being said. I was on hold for an hour, and told I was number 8 in line, for an hour. I waited, on hold for the rest of the day until when they closed, still number 8 in line.
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At this point, I 'm not even sure if this is an actual mortgage company. I 'm worried about what 's going to happen to my credit score if they report me as being late on payments. My score at this time is XXXX and I have never been late on a payment on anything ever in my entire adult life. But I ca n't even pay my mortgage because the only option I have for payment is above what I owe.
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I am going to attempt to contact them again tomorrow morning, their site says they are open on Saturdays, but I 'm worried that I may not be able to contact anyone and who has time to spend an entire day on hold trying to get in contact with their mortgage company?
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I 'm not sure what to do at this point, and while yes I can start looking for a new mortgage this is not right and there have to be others affected by their practices.
<P/> XXXX XXXX

Company response to consumer: Closed with explanation