Consumer complaint received 2019-03-07
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been in the process of trying to short sale my property to avoid foreclosure. Bayview Loan Servicing out of XXXX has been the company named by mortgage provided to process all necessary documentation to resolve the matter. As of XX/XX/XXXX I sent them the first short sale offer on the property. As of XX/XX/XXXX, I received a letter saying we had completed a full Loss mitigation package and they needed additional information from other parties. From there it has taken many follow up calls during which the Bayview representatives were very difficult to get a hold off, even when we schedule calls with them at their request and identified all email communication as they had required us. They would not show up for calls we scheduled in at least three occasions and when we ( my realtor and or myself ) got a hold of them, they would request the same information, not be informed about prior conversations or current status on the approval of the short sale. I received letters which indicated that while I had completed the package, they could request more information and from there it would take another 30 days to complete. We did not get request for additional information we had not sent before. It took until XX/XX/XXXX, two months after having received noice of complete package to finally hear that the initial offer was not accepted and that the bank was requesting a higher selling price. That info was provided by phone to my realtor, no letter on this. Knowing that the price the requested was higher than what the market was offering, my realtor, at Bayview 's suggestion put together a price challenge package with current market information and also submitted a second offer as the first one by then had expired. That second offer was submitted during the first week of XXXX and after weekly or twice per week calls with Bayview agent, which continued to be difficult to get a hold off and did not actively monitored the progress of the offer approval, as it became evident he was reading and looking for info only when my realtor would contact him, we still do not have an answer on approval. We have now received a third offer, only $ XXXX away from the bank asking price, this is the best one we have got. Upon submitting to Bayview again, we got an message from loan agent that he will be out until XX/XX/XXXX of this year. This is the second agent at loan servicer we are dealing with. When we called today to escalate and demand answers since last agent wil be out for 20 days, we got a new person that requested us to fill form XXXX, which is the initial request for loan modification. That document had been submitted back in XXXX, was acknowledge in writing by Bayview and their letter requested further paperwork to consider the first offer we had submitted. Unreal that new person ( as we escalated case today ) is attempting to take us back to day one, when they have consumed so much time, till the foreclosure deadline on making zero progress for the investor who asked them to " service '' this loan. The foreclosure sale will happen on XX/XX/XXXX, if short sales does not happen before. We have made every possible attempt to follow up and present offers that meet the investor expectations, but we are certainly bound by market conditions. The lowest offer was less than 5 % off from bank asking price, but out biggest problem is Bayview is not moving the approval process appropriately so offers are falling through. In fact Bayview Loan Servicing has been grossly mismanaging the approval process on the short sale, by not providing availability of personel as promised, status of approval, pending items, communication and requesting same information multiple times, where they are creating significant risk of true loss of potential revenue for the third party they represent, loss of revenue for my realtor and my property to go through foreclosure instead of a short sale. Expect you can help us resolve, what I can, without any doubts call the worst services experience I have had in my life, not even considering how much money is at stake here.

Company response to consumer: Closed with explanation