Consumer complaint received 2015-04-06
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Good day, I am writing to you to complain about the treatment that I am receiving from my lender/servicer Bayview Loan Servicing. On XXXX XXXX, XXXX I applied for a short sale for my property with Bayview loan servicing, I sent in all my documents and an offer I had for my property to Bayview loan servicing, it was all forward to the person that was assigned to me to help with the process and answer any questions during the process, XXXX XXXX XXXX. By XXXX XXXX, XXXX XXXX XXXX XXXX contacted me and told me that he had started me on a home loan modification ( MOD ), because he did not have all the documents he needed and since I had mentioned to him that I would like to keep my home but did not want to suffer a foreclosure because they had a bad track record on approving MOD, and the courts had moved me to foreclosure sale in the middle of the case. XXXX XXXX XXXX assured me that I was a good candidate for a MOD and that he was very confident that I would be approved for a trial MOD and eventually, if all payments were made during the trial MOD I would be moved to a permanent loan modification. His words were very encouraging and I agreed to move to a loan modification, I filled out the paperwork requested from me from Bayview to move from short sale to MOD, ( changed section XXXX of the XXXX from wanting to sale my home to wanting to keep my home ) I provided all my income information, all information requested from Bayview was sent in in a timely manner. On XXXX XXXX, XXXX XXXX XXXX XXXX finally responded to my many phone voice mails and emails, to ask me about my schedule C earnings, I provided him with the information requested over the phone and also sent in paperwork regarding vacation rental income that they wanted me to omit from the profit loss they had requested, XXXX XXXX XXXX told me that he would explain everything to the underwriter and get back to me the next day. After a few days passed and I received another letter from Bayview requesting the same information, and no call back from XXXX XXXX, I started to call and leave messages for him on a daily basis, I also wrote at least XXXX emails to date, I have been reaching out to XXXX XXXX XXXX to explain to me why am I still receiving the same requests, and also if it is possible to reapply for the MOD if this underwriter denies me, as I have lost the buyer I had for my home by now. It is now XXXX XXXX, XXXX, I have not heard or received anything from XXXX XXXX XXXX, not a single word. I have written to him begging that he please get back to me so that I can have a clear understanding of what is going on and to elaborate on the information that he said he would discuss with Bayview, and I have heard nothing back from him to date. I have sent and called XXXX XXXX, emails and voicemail combined more than XXXX times, and not even a word. I have tried to call Bayview to see if I can get someone to actually help me with my concerns and questions, and every time I submit my loan number XXXX get transferred to XXXX XXXX and get his voice mail. I now have until XXXX XXXX, XXXX to resolve the MOD issues or my home will go to foreclosure sale, I no longer have the time to do a short sale, I lost the buyer I had and I much prefer to keep my home at this point. My income has improved enough for me to be able to pay this mortgage with just a little help from Bayview, however, it seems as they are stringing me along so that they can take my home and put me on the street, even though, the appraised value of my home is more than half of what I owe, it was explained to me by XXXX XXXX that the underwriter will grant a MOD if the numbers were better than what they can get in a short sale for the investors, I owe {$670000.00}. and the house was just appraised for {$340000.00} by Bayview. I am still trying to reach XXXX, and have not heard on word or email XXXX/XXXX/XXXX

Company response to consumer: Closed with explanation