Consumer complaint received 2019-09-06
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Dear Sir/Madam, XXXX/Bayview/XXXX tried to foreclosure on my house with a sale date of XX/XX/XXXX and there was nothing I could do to stop them. I tried to start paying on my mortgage and contacted them over and over but they never contacted me once and there was nothing I could do to avoid them foreclosing on my house except to file a chapter XXXX. 

Im a single mother with XXXX great teenagers and Ive been working my entire adult life and only lost my ability to pay my mortgage for 6 months, and had to ask XXXX/Bayview for a forbearance - WHICH THEY APPROVED ME FOR - when I turned XXXX and had a hard time finding work as a woman in XXXX, a younger person industry - and Ive been fully employed since then. There was nothing I could do to avoid their foreclosure process, I did everything they told me to and everything I could to avoid it. 

XXXX/Bayviews actions caused me to have to file chapter XXXX as my only option to keep my home, see list below. 

XXXX/Bayview has unlawful practices against people who are under forbearance that cant do anything to avoid foreclosure. XXXX approved me putting my mortgage on a forbearance plan after I lost my job for 6 months and I HAVE PROOF OF THE FORBEARANCE APPROVAL. I got a job and called them immediately to start paying on my mortgage again but they would not let me start paying my mortgage until they reviewed my loan to determine how to adjust it. 

It took them over 7 months to make their determination that they couldnt adjust my mortgage so I could start paying on it again and I had to file a chapter XXXX as my only option to save my home. I earned a salary of {$150000.00} per year with my new job, and had earned that for years before and years after and I earn that currently so THERE WAS NO BASIS FOR THEM NOT TO ADJUST MY MORTGAGE and let me start paying again which is why I am contacting you. There was no way for me to avoid XXXX/Bayview from foreclosing on my home. 

In addition, I have incurred exorbitant XXXX/Bayview foreclosure lawyer fees at the end of their foreclosure process, even though I had done everything they told me to do and called them weekly for 7 months and did everything I could think of to move them forward but with zero success. They only gave me one choice - to pay them {$70000.00} or lose my home because it took them 7 months to make a decision, and I owed them {$70000.00} by that time and I was left with no alternatives at the end of that time to save my home except to file a chapter XXXX. 

They have caused the following list of disastrous impact to my family 's life while ruining my financial life over the past 3 years. 

Complaint details : The amount of money that I owed Cenlar/Bayview on XX/XX/XXXX was {$25000.00} - this was the day I started my new job and I informed them I was working and wanted to reinstate my mortgage payments immediately. By the time they finalized their decision that they couldn't help me at the end of XX/XX/XXXX, the amount I owed them was {$50000.00} from late payments and other charges and now it is {$70000.00} due to the addition of all the foreclosure lawyer fees. Remember that I contacted them the day I started working to begin paying on my mortgage again I want to know why they charged so much money and I want it removed from what I owe because I should not be held liable for their horribly managed company. I did everything I could to avoid foreclosure and they did absolutely nothing. I should not have to pay for that. 
They switched my account managers 3 times, and each time the new account manager made me fill out the same 15 page modification application paperwork because their system lost the previous applications I'd submitted along with losing everything else in my file. 

They never called me once during the 7 months it took them to make their determination that they couldn't help me even though I was fully employed. I called them every single week during this period and their records confirm this. This was the most stressful call of my week because they never had an answer, always made me fill out the forms again because they had been lost in their system and once one of their " Customer service agents '' told me that my house was in foreclosure in the summer of XXXX even though I had been doing everything possible to re-start my mortgage which was the most stressful and hard thing for me to hear that you can imagine. My kids and I love our home and this was devastating. They gave me the phone number for XXXX XXXX XXXX  handling my account and I called them so they will have a record of that call. The XXXX lawyer I spoke with told me it wasn't in foreclosure, they were still waiting for Bayview to work with me since I was working and wanted to stay in my home and that I needed to call them back which I did and that conversation took another stressful 2 hours out of my day, all to no avail. 

I wasted hundreds of hours to fill out their 15 page modification application paperwork 3 times and calling them every week for 7 months, all to no avail. 

I contacted them every week for 7 months to see if they'd made a decision yet which they never did until the end of that period, all while I was working full time! Each call took at least 30 minutes from being on hold and then trying to find my account in their system, determine why they weren't getting my file completed and trying to find the account manager I was working with since they kept leaving the company and they assigned me a new one every few months! 

I called again at the end of this period and the " customer service manager '' I spoke with who finally gave me the result of their months of time was to tell me that I wouldn't qualify for a modification and that my only choice was to get the house on the market ASAP. They gave me no reason for their decision. They made no mention of other alternatives or chapter XXXX to save my house even though I stressed the fact that this was my main priority every time I talked with them over the 7 months. 

I had to work with a separate refinance company after XXXX/Bayview made their determination after 7 months that my only option was to get my house on the market immediately. This XXXX XXXX  XXXX  charged me {$4000.00} to work with XXXX/Bayview to modify my loan and avoid foreclosure but they weren't able to help me ultimately since I hadn't paid on the mortgage for a year before getting the forbearance which XXXX XXXX XXXX didn't bother to tell me up front so they too could charge me for something they knew they couldn't do for me. I want all of that money plus damages returned to me by XXXX/Bayview. 

I haven't been able to get any credit for the past 36 months even though I have been working all of the time since I contacted them on XX/XX/XXXX to start paying on my mortgage again after I started working again simply because I couldn't get XXXX/Bayview to make a determination on my file for 7 months. This has halted my business plan that my contractor and I have had for over 12 months to move forward with purchasing a fixer upper to sell with deep experience he and I have in this area. The opportunity cost of the money I could be earning is another way their unlawful practices harmed my kids and I. 

I am paying an exorbitant interest on my car - .01 % under the illegal interest rate limit because of my horrible credit rating after not paying on my mortgage, which is ALL XXXX/Bayview fault since it took 7 months to make a decision even though I called them the day I started working again. 

The fees XXXX/Bayview foreclosure lawyers charged my account was for $ XXXX/hr. I want all of that money removed from what I owe. 

To have to file a chapter XXXX after I had to file a bankruptcy and do a short sale on my house in XXXX is devastating to my credit even though I took every action I could to avoid it, see above. I had to file bankruptcy at that time and sell my house through a short sale because our country was in a depression from what the wall street "  bankers '' ( I have other names I call them that are inappropriate for a letter ) that sank our country 's economy by chopping up mortgages into little bits, selling them off in packages and then betting against them in the market and the devastating effects of those losses in the market threw our country into a depression. I was XXXXne of 14 million Americans who lost their homes during that horrible period and I did everything I could to remain financially stable and only asked for a few months of putting my mortgage on hold while I secured a new job after I turned XXXX and didnt realize the hiring problems that caused me ; but that doesn't mean I should lose my rights as a person which is what XXXX/Bayview has tried to do to me in this process. 

XXXX/Bayview never gave me an answer as to why they wouldnt approve me for a modification even though I made enough money to make the payment comfortably. 

I have documentation for all of the above, who I spoke to at XXXX/Bayview and when and all of the time I spent filling out their 15 page forms 3 times and calling them every week for 7 months until they finally told me there was nothing they could do. 

This company put my life on hold for years and prevented me from moving forward with my life. I am a single mother with no family and had to seek therapy due to the stress of this situation which is still having an impact on us since they took advantage of me and had NO regard for the impact they were having on me and my children. Ive been working very hard in the XXXX XXXX industry for 20 years and I cant even get a $ XXXX/mo car loan for my son because of what this company did to my credit. 

Thank you, and let me know what you need from me to get this mortgage modified immediately. I look forward to hearing from you very soon. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation