Consumer complaint received 2019-02-12
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Complaint Number XXXX Good morning, On XXXX XXXX, XXXX, I my attorney and I sent all the documents concerning our Loan Modification to Bayview Loan Servicing , LLC. Our contact person at BLS was Mrs . 
XXXX XXXX. My attorney, Dr. XXXX, faxed the signed documents to BLS. She then called BLS immediately to ensure that they had all the documents they needed to execute the mortgage contract. I was with my attorney on the line when she was on the phone with BLS. 
I heard when the BLS person she was speaking to told her that the paperwork was in order. 
My attorney followed up by mail the original documents to BLS. As few months later, my wife, XXXX XXXX, received a call from Mrs. XXXX at BLS telling her that we had to resubmit a new Request for Mortgage Assistance because the mortgage contract that we signed was invalid due to an error that BLS made. My wife asked Mrs. XXXX ( BLS ), to correct the documents that had the errors and send them to us. Mrs. XXXX told me that she did mail the documents and that they were not returned in time. XXXX XXXX asked Mrs. XXXX, " Who signed for the delivery of the documents? '' Mrs. XXXX responded, " No one. '' She told my wife that she was sure that we received them. We never received the corrected mortgage documents from BLS. BLS has our contact information : cell phones, email, fax, and mail. If the documents were in fact mailed to us, they were delivered to the incorrect address. Furthermore, we never knew that BLS was missing any documents until Mrs. XXXX called my wife to inform her that we had to submit a new Request for Mortgage assistance. 
By that time our bank had already sent {$16000.00} in mortgage payments. XXXX XXXX negotiated a new home insurance premium with XXXX. Therefore, XXXX returned to BLS {$6400.00} in overcharged home insurance premium so that they could add back into our escrow. As of today XXXX XXXX, XXXX, no one at BLS has acknowledged that they have received the {$16000.00} in mortgage payments or the premium reimbursement check for {$6400.00}. We have already contacted BLS and still have not heard back from them. On Saturday, XX/XX/XXXX, I was awoken by law enforcement to sign for a subpoena. I must go to court on Thursday, XX/XX/XXXX to fight a home foreclosure. I have been working with both XXXX and BLS since XX/XX/XXXX to solve this situation. Every time I believe that the problem is solved BLS comes up with something else to prevent us from keeping our home. It seems like they are making money by keeping us in this situation. Bayview Loan Servicing , LLC. ( BLS ) has engaged in this type of inappropriate and malevolent behavior since day one. We never receive the important documents that they claim to send to us. They also do not acknowledge the receipt of the documents, payments, and checks that we send to them. I have contacted the CEO of BLS on this issue on more than one occasion. Nevertheless, this unconscionable behavior is a very well-established Unfair Business Practice at BLS since XXXX. Mr. XXXX, the former CEO of XXXX is now the CEO of BLS. XXXX was known as the " XXXX XXXX '' of the mortgage servicing industry. We sent {$23000.00} in electronic payments and checks to BLS during XXXX. As of today, no person at BLS has acknowledged that they have received this money I made Dr. XXXX XXXX aware of this situation as soon as he was assigned this case by XXXX XXXX. I appreciate any assistance that you can provide in keeping my home. I do not want to end up as a homeless Veteran on the street. Thank you. Very respectfully, XXXX XXXX

Company response to consumer: Closed with explanation