Consumer complaint received 2018-01-04
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
As a follow-on to my complaint filed Reference Case No. XXXX. For past 2 years I have been working with Bayview on a Short Sale with no end in sight due to Bayview 's broken administrative process. There seriously seems to be something wrong across the board for Mortgage Bank Servicers and I am begging on my hands and knees for regulating agencies to intervene and help them. In numerous instances my loan was transferred to several Asset Managers. I get it and understand that the Loan Modification Department is overwhelmed due to the economic breakdown in our country but does it mean that the integrity of the Homeowner 's file should go away when it is transferred or if there is a lull period during the approval process that documents should go missing or expired. But guess what CFPB it happened to me just like the other hundreds of complaints filed against Mortgage Servicers such as Bayview because either the Code of Federal Regulations needs to ramped up and clauses that reside for Loan Modification and the administrative handling of homeowners files need greater clarity and transparency for homeowners. For example last year my file was still being processed by Bayview under the HAFA program even though that program was no longer effective as of XX/XX/XXXX. This was a huge oversight by Bayview that ultimately cost me a contract because I had to restart the process with underwriting. Just imagine my file got passed their trained and potentially qualified Asset Manager who submitted my package under HAFA when the program did not exist. But it did not stop there during the lull of my file being transferred to another Asset Manager you guessed several of my documents expired or got lost be it the appraisal, forms, bank statements, pay stubs or other mandatory document and it does not take a genius to figure out what happen ... yep my file could not go to underwriting because go figure it takes 72 hours  to upload any documents into the system but in the meantime the clock is ticking for the submittal ahh, ah I have to restart the process all over and resubmit another application and do a complete package ... .how many times did this happen to me and other homeowners with Mortgage Bank Servicers let 's pull out a magnifying glass and take a look or maybe someone is willingly to reach out to the Government Accountability Office so homeowners can get this transparency. Somebody needs to do something outside of CFPB and Federal Reserve Board to ensure we are treated fairly and establish realistic, attainable timelines for homeowners. If a case resides with a Mortgage Servicer for a workout option passed a certain time there is no recourse for the homeowner ... has anyone thought about that? What is a fair time period where a file is being reviewed what is a fair time period to get a workout option ... .why does it take an inordinate period of time to get approvals. Why are Servicers in my case working with antiquated systems. I am praying for a kumbaya moment for me and other homeowners that are dealing with mortgage servicers where they are batting zero. I am begging that someone intervenes and help me with my Deed in Lieu of Foreclosure. I am hoping that one day there will be a light shown for me by Bayview at the end of the tunnel I have been hanging in there for 2 years now. So what I learned today on XX/XX/XXXX, Bayview is unable to settle on my Deed in Lieu because XXXX XXXX XXXX can not settle for the XXXX being offered and want XXXX ... did I tell you guys when my application was initially submitted I qualified for HAFA? Since that time, sadly my bag is empty and well this is a no-brainer Bayview wants me to figure out a way to come up with the rest of the XXXX to get from under the property even though I submitted gosh more than 4 ratified contracts to them. I just do n't know. Oh and let 's not forget that I need to clarify even though Bayview approved only one of my contracts on XX/XX/XXXX it took so long to get the file approved I lost the buyer. Since that time you guess it I have been batting zero. Who am I? I am a full-time working single mom of XXXX, a XXXX, a XXXX XXXX XXXX and a customer of Bayview Loan Servicing that is on my hands and knees pleading, begging and wanting a resolution to do the Deed in Lieu so that we can restart our lives and afford the basic necessities in life.

Company response to consumer: Closed with explanation