Consumer complaint received 2016-01-31
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX XXXX sold our mortgage loan to Bayview Loan Servicing XX/XX/XXXX. XX/XX/XXXX, I received a letter stating that Bayview paid our back property taxes and put our loan into an escrow account. This made our monthly mortgage payments go from {$1000.00} to {$1500.00}. They did all of this without our knowledge or consent. We currently have a XXXX Pay Contract Agreement with XXXX County Treasurer 's Office, XXXX XXXX, Treasurer. This agreement began on XXXX XXXX, XXXX and to this day, I have not missed a payment. Once I received this letter in the mail, I called Bayview and spoke with a man named XXXX. He told me that I had to mail a copy of the XXXX Pay Contract Agreement to Bayview and that someone would contact me once they received it. I put the copy in the mail the next day. I did not hear from anyone, so on XXXX XXXX, I called Bayview and spoke to several customer service representatives. Each XXXX of them told me that they did not receive the contract in the mail and that the XXXX Pay Contract Agreement needed to be emailed to XXXXXXXXXXXX, so I did. I called on XXXX XXXX because I still did not hear from anyone about receiving my email. I spoke with several more representatives and they all told me that nothing was received. I then asked to speak with a customer service supervisor, and was informed that all of the supervisors were currently busy and that one would call me back. I called back on Monday XXXX XXXX and asked, yet again, to speak to a customer service supervisor. I was told they all were busy. After talking with many representatives, I finally demanded to speak with the customer service supervisor, and a man named XXXX finally was available. XXXX stated that they did not receive the email, and that I needed to fax over a copy of the XXXX Pay Contract Agreement to XXXX ( XXXX ) XXXX ATTN : Escrow Department. So that day, I faxed the copy. XXXX called back an hour later and asked for the fax number that the Agreement was coming from. I gave him the number and he said that he would be calling me back. Friday XXXX XXXX, I still did not hear from XXXX, so I called Bayview back. After speaking to several representatives and each of them stating that they did not receive the fax, I demanded, yet again, to speak to XXXX. XXXX got on the phone and said that he did receive the fax and that I needed to call XXXX County Treasurer 's office and tell them they needed to send a refund check to Bayview. After hanging up the phone with XXXX, I called XXXX County Treasurer 's office and spoke with the deputy treasurer. I explained to him the situation and that they needed to spend a refund check back to Bayview. The deputy treasurer told me that it was against the law to send a refund check to them simply because I requested them to do so, and that I needed to call Bayview back and tell them that they needed to request a check from XXXX County to get their money back. After several customer service representatives, I finally got back to XXXX and told him what the deputy treasurer had said. He told me that his company does not do that, our account will stay in escrow, and our payment will stay at {$1500.00}. I feel that it unfair because they did that without our knowledge and consent, and I can not afford that house payment.

Company response to consumer: Closed with explanation