Consumer complaint received 2021-01-29
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been approved for {$5000.00} from the Eviction and Foreclosure Prevention program to help get me back on track with paying my mortgage, but my mortgage servicer, Community Loan Servicing, is preventing this from happening. Initially my mortgage lender did not respond claiming that the email was sent to the wrong department, loss mitigation department. This has severely delayed the process. On XX/XX/XXXX the following information was emailed to me : " Our records show that you have not completed a Landlord application that corresponds to your tenant.. We still have funds available but please know that they will be disbursed on a first come, first serve basis. Further, your application will be considered abandoned if the outstanding tasks are not completed by noon eastern time on Sunday, XX/XX/XXXX. '' Additionally, I am working with XXXX XXXX, Senior Vice President/Ombudsman office for my loan servicer. One of the qualifications is for the mortgage lender to agree with the terms which includes fee forgiveness. XXXX, whom I am in close communication with has advised me that the lender is not willing to forgive {$1200.00} in foreclosure fees plus {$150.00} title search fee for a total of {$1300.00}. I advised her, foreclosure was never filed and I never received any documentation of foreclosure. In fact, I advised her that the foreclosure process was submitted behind my back and two day prior to that, I was advised via letter that my loan modification was incomplete. I feel like that was suspicious. I provided XXXX the letter dated XX/XX/XXXX, I was in the process of going through a loan modification and two days later, I was referred to a foreclosure attorney without my knowledge. The attorney received the referral on XX/XX/XXXX and I had already started the loan modification process, that is fraud and misleading practices. I advised XXXX, Senior Vice President/Ombudsman that the loan modification was submitted and I was told that it was incomplete, I kept submitting information over and over again and was being told different responses about the documents I repeatedly kept submitting. I kept in contact with XXXX XXXX, was assigned to me for the loan modification and per his request, I submitted my documents to him also. He was mysteriously removed from my loan modification. Ultimately, Community Loan Servicing is blocking/preventing me from getting on the right track to bring my mortgage current with erroneous attorney fees and inspection fees. Also, I advised the Senior Vice President/Ombudsman of the behavior from the person that was hired to do a check on my. I also advised XXXX XXXX and now XXXX XXXX of my disappointment with the action of the person that was hired to do the drive by inspection. She would show up at my home multiple times, bang on my door, making a loud noise that scared me, asked me for my name and phone number on multiple occasions. She would show up multiple times during the week and each Saturday, until I advised her that her actions were inappropriate and she would not be hired to harass me. I demanded that she stop coming to my home. she would also sit outside my home. On Tuesday, XX/XX/XXXX XXXX advised me that the requirements from the city was to do an inspection on my home and a background check. I was not aware of those requirements.

Company response to consumer: Closed with explanation