Consumer complaint received 2016-09-09
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NV
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
First : We paid our mortgage online and received a written confirmation same day that our payment had been received. When the funds did not come out of our bank account within a couple of days I called the company and got their automated message stating that our payment had been received. After a couple more days and the money still had not come out of our bank account I called and spoke to an agent who now informed me that the incorrect account number had been input at time of payment and the account was now overdue. They said it takes them five days to make a change in the status after confirming our payment. Really? With today 's technology they do n't have a system that can identify when an incorrect number has been input? Even my simple Quick Books does that. 
Second : We had damage to our house and received a payment from our insurance that required endorsement from our Loan Service Company. I first called the Loan Company to find out how I needed to handle the check. I was told to just send the check to their Loss Draft Department and they would endorse and return. So I enclosed with the check a short letter explaining the loss and also enclosed a self addressed XXXX envelope so they could expedite the process. When I checked tracking and saw that nothing had been done, I called the Loss Draft Department only to find out that I also needed to include more docs ; however, no one called me. When I explained to the agent that their representative did not inform me about including all the docs, her response was, " We tell them to say that but they do n't. '' I then got her fax number and faxed all of the docs to her same day. She stated it would take 48 hours to get it back in the mail. After 48 hours I called to check the status and was rudely told by a very terse agent that the check was just sent to the " Endorsement Department '' today and since it 's Friday it would be sometime next week before it got mailed. This company has the slowest processes and most archaic systems I 've ever encountered. They have frustrated me at every turn and have been rude on the phone. I have repeatedly asked their agents to speak up because I have a hearing impairment and only one time in my many phone calls has someone actually attempted to speak loud enough for me to hear. I 'm sure they have flagged my account and now none of them make any effort to be polite. When the economy failed in 2008 we worked very hard to not lose our home and after six months of phone calls we were able to keep our home by having our mortgage moved to Bayview Loan Servicing. However, Bayview has been nothing but a very negative experience. They are indeed a company whose goal is to be as unhelpful as possible and avoid communication in a timely manner. Not a good experience. 
My desired resolution is for Bayview to update their technology so that inadvertent errors when inputting the account number are identified right away and to improve their communication so I 'm not waiting 2-3 weeks to find out they need more information. They ask for my phone numbers every time I call so you would think they could place a call to me. Their response time to facilitate the simplest of requests is inordinately slow.

Company response to consumer: Closed with explanation