Consumer complaint received 2017-06-12
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX XXXX 		XXXX 9mins48seconds
			-Told them that I had started a job
-Verified all info after being on a long hold, was told to hold again, after long hold call was disconnected XXXX 
		XXXX 2mins53secs
			-Entered loan info
			-Call disconnected XXXX XXXX XXXX	
			-Holding for XXXX XXXX
			-She is on a call and will call back
			-Call disconnected XX/XX/XXXX 	XXXX 
		XXXX 2mins37secs
			-Office is closed hours are from XXXX to XXXX

XX/XX/XXXX XXXX
		XXXX 1min34secs
			-Office is closed hours are from XXXX to XXXXXX/XX/XXXX XXXX XXXX  1min56secs
			-Office is closed hours are from XXXX to XXXX

XX/XX/XXXX
	XXXX
		XXXX 14mins55secs
			-Says only open until XXXX   different departments only open until XXXX
			-Directs me to XXXX  not available
			-I asked to send her an email to let her know when my lunch is over
			-Let him know that I need to know status of loan
			-Let me know XXXX is now available
			-She didnt understand what I meant when I was asking what the status of my loan is
			-Says forbearance ends in XXXX 
			-Asked if I received a packet  I said no
			-Said that I should have been sent one will send a request for one to be sent
			-Was unsure what the loan modification options are
			-Said she will request and email be sent with loan modification package
			-Never got an email or mail 

XX/XX/XXXX
	XXXX XXXX 2mins35secs
			-XXXX transferred to bayview
			-The call was disconnected from their end

	XXXX 
		XXXX XXXX
			-XXXX transferred to Bayview
			-After a long hold the call was disconnected from their end
				

XX/XX/XXXX
	XXXX (relisten to call)
		XXXX 15mins52secs
			-Called XXXX, entered my info, was switched to bayview
			-Long hold
			-Account assigned to XXXX XXXX
			-XXXX not available
			-Let them know that my calls get disconnected when transferred 
			-Let him know what time I have lunch for email requesting call back
			-Gave fax and email
			-Advised cant get into the website

XX/XX/XXXX	XXXX 		XXXX  2mins16secs
			-Office is closed, hours are between XXXX to XXXX

XX/XX/XXXX
	XXXX
		XXXX 13mins32secs
			-I let them know that I am trying to get a hold of the person in charge of my loan
			-The person could not give me any information
			-They asked when I got off of work
			-They cant explain why the message says closed during their stated work hours
			-I gave them my lunch time to be included in a message being sent to XXXX 			-Transferred me to XXXX voicemail, was unable to leave a message

XX/XX/XXXX
	XXXX
		XXXX  3mins33secs
			-XXXX transferred to Bayview
			-The call was disconnected from their end

	XXXX
		XXXX 30mins53secs 			-Let them know that I am trying to get onto my online account, didnt get a response
			-Im told that Bayview is open until XXXX
			-She says that XXXX  is always at her desk
			-She says that she gets calls until XXXX
			-XXXX # is XXXX
-I have now asked several times about my online account, she finally says that she cant help me but that she can transfer me
-She says XXXX is at lunch but its almost XXXX there
-Loan # is XXXX
-She says that she cant tell me anything about my loan, that only XXXX can
-She says that Im not in foreclosure
-She says that I am 11 payments behind and that the last payment that I had due was XX/XX/XXXX
-She said that she doesnt see a forbearance -#s to customer service XXXX and XXXX
-Transfers me to customer service, end up getting some other bank who cant pull up my information with my loan number or my social security numberXX/XX/XXXX XXXX
		XXXX 1min56secs
			-Message with time open then call disconnectedXX/XX/XXXX
	XXXX
		XXXX  59secs
			-Greeting, dead air, then disconnected (unsure of which end)
	
	XXXX
		XXXX 7mins1sec
			-Greeting, long hold, disconnected on their end XXXX
		XXXX 2mins05secs
			-Got voicemail
-Left message explaining that I had 10 minutes left of lunch and what time my lunch is at the next day
-Let him know that I keep trying to call the previous person in charge in my loan

XX/XX/XXXX
	XXXX 
		XXXX
			-XXXX called
			-Says that hes always been my asset manager and that I have never had any other one
			-Says my previous asset manager was XXXX -When I brought up the time that it says open but closed he said that planned monitoring is closed at XXXX
-Said he is sending package in email and that I will need a password to get the message
-Tells me what I need to send
-Explains that a trial modification is 3 payments that need to be made on time
-I let him know that I cant get onto my online account, he told me that when the account is delinquent the online account is then locked
-He said to change it from online to mail that I would need to talk to XXXX but that if I called XXXX it would transfer me to Bayview
-I keep telling him that I want to see what is being sent

	XXXX XXXX 47secs
			-Got voicemail, I hung up

XX/XX/XXXX
	XXXX
		XXXX  7mins38secs
			-Long hold, XXXX was not available, was then told that documents were receivedXX/XX/XXXX
	XXXX 
		XXXX 47secs
			-Got voicemail, I hung up XXXX
		XXXX  2mins28secs
			-Left message letting him know what time I get off of work

	XXXX
		XXXX 47secs 
			-Got voicemail I hung up

XX/XX/XXXX
	XXXX
		XXXX
			-Got voicemail, I hung up XXXX
		XXXX 1min34secs
			-Left voicemail letting him know that I had 50 more minutes of lunch

	XXXX XXXX
			-Got voicemail, I hung up

	XXXX XXXX 51secs
			-Got voicemail, I hung up

XX/XX/XXXX XXXX XXXX 49secs
			-Got voicemail, I hung up

	XXXX XXXX 47secs 			-Got voicemail I hung up XXXX 
		XXXX 49secs 			-Got voicemail, I hung up

XX/XX/XXXX	XXXX
		XXXX 1min53secs -Left message letting him know that I wanted to know about my loan, I asked him to leave me a voicemail with the information or send an email XXXX 		XXXX 1min23secs
			-Got voicemail, I hung up

XX/XX/XXXX
	XXXX
		XXXX 47secs
			-Got voicemail, I hung up

	XXXX
		XXXX  1min11secs 			-I transferred the call to try and have him paged
			-The call was disconnected from their end

	XXXX 		XXXX 17mins05secs
			-I Transferred the call to have XXXX paged
			-Had to verify everything
			-After a long hold XXXX answered the phone
			-Had to verify everything again
			-Told me that he couldnt see the pictures that I had sent
			-Said that he would overnight and overnight envelope to me
			-I let him know that I cant log onto XXXX to see my statements, he ignored me
			-He was unsure of when my forbearance was ending
			-He said that I am not in foreclosure
			-Said that the delinquent amount would go onto the end of my loan if I qualified
			-Said that it takes around 1  weeks to know if I am approved for a loan modificationXX/XX/XXXX
	XXXX 		XXXX 1min13secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

XX/XX/XXXX
	XXXX
		XXXX 6mins36secs 			-I transferred the call to have XXXX  paged
			-The guy talked to XXXX and asked if the XXXX had been received
			-I let the guy know that I did receive it and that I would be sending it after workXX/XX/XXXX	XXXX
		XXXX  4mins24secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX
		XXXX 3mins20secs 			-I transferred the call to have XXXX  paged
			-After someone answered the phone they then transferred me to someone else

XX/XX/XXXX XXXX
		XXXX 5mins44secs
			-I transferred the call to have XXXX paged
			-XXXX was not available
	
	XXXX
		XXXX 3mins27secs
			-I transferred the call to have XXXX  paged
			-The call was disconnected from their end

	XXXX
		XXXX  10mins24secs
			-I transferred the call to have XXXX paged
			-Had to verify everything
			-Was transferred back to voicemail instead of XXXX being paged
			-I transferred the call again to have XXXX paged
			-Had to verify everything again
			-Never got to talk to XXXX
			-It was during the time of the Hurricane
	
	XXXX
		XXXX 3mins
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

XX/XX/XXXX
	XXXX
		XXXX 14mins05secs
			-Asked to be transferred to XXXX (had received voicemail from her)
			-After a long hold XXXX  answered the phone
			-Said that he got everything and that it was submitted

XX/XX/XXXX
	XXXX
		XXXX 48secs
			-Got voicemail, I hung up

XX/XX/XXXX
	XXXX
		XXXX 1min15secs 			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 1min7secs
			-I transferred the call to have XXXX  paged
			-The call was disconnected from their end

	XXXX XXXX 2mins21secs 			-XXXX answered
			-I let him know that I missed a call from him
			-He let me know that there wasnt a reason for the call
			-I let him know that I keep getting disconnected while waiting on hold
			-He admits that there are problems with the phone lines between Bayview and XXXX
			-He told me to send him an email if he doesnt answer (I would but he cant respond)

XX/XX/XXXX
	XXXX XXXX 12mins47secs
			-I transferred the call to have XXXX paged
			-Had to verify everything
			-Had to verify everything again when XXXX answered
			-He asked what comp time is and I let him know
-He told me that I could make a payment before the XX/XX/XXXX to stop the forbearance process should it go that far
-He said that he is guessing that my payments will be less with the loan modification
-He said that the interest rate should drop if my modification is approved
-Told me to call him to make a payment before the XX/XX/XXXX to stop foreclosure

XX/XX/XXXX
XXXX XXXX 9mins8secs
		-Asked for XXXX
			-Says that he might be at lunch, then says that he is not at his desk, then says that he is at lunch
			-I explained why leaving a voicemail is pointless
	
XXXX XXXX 1min42secs
			-Dead air

	XXXX XXXX 5mins21secs
			-Asked him to page XXXX, he says that he cant
			-Automated says that the office closed

XXXX XXXX 1min42secs
			-Dead air

XX/XX/XXXX
	XXXX XXXX 1min12secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 
			-I transferred the call to have XXXX paged
			-I was told that the system was being updated and to call back in an hour

	XXXX XXXX 1min20secs 			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX XXXX
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 1min6secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 58secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 1min7secs
			-I transferred the call to have XXXX paged
			-The call was disconnected from their end

	XXXX XXXX 2mins48secs 			-Left a voicemail letting him know that I had been calling all day since I had the day off
			-I let him know that I was trying to make a payment and that I cant get a hold of him

	XXXX XXXX 46secs 			-Got voicemail, I hung up

	XXXX XXXX 3mins52secs
			-Left a voicemail about the letter I had just received
			-I let him know that XXXX wasnt my kid and has never been my child

XX/XX/XXXX
	XXXX XXXX 17mins8secs	
			-I transferred the call to have XXXX  paged
			-System is still being updated
			-Was transferred to XXXX
			-XXXX  answered the phone
-He said that the faxed document that he received in XX/XX/XXXX was not on XXXX but that it was on XXXX (I couldnt find the information right away to confirm but when I found it the court paper was on XXXX and XXXX name was only on the calculation page for the amount received for her to go into the child support calculation)
-Said that he was sending something saying that XXXX is not my child
-Said XXXX decree was not acceptable
-Said that he needs the decree for XXXX
-Said that he needs decrees for all of the kids except for XXXX (XXXX decree)
-Said that I need to send a statement on how child support is on the bank statements and amounts 

XX/XX/XXXX
	XXXX XXXX 27mins44secs
			-I transferred the call to have XXXX paged
			-The person who answered had no idea who he was and asked what department that he is in
			-I let her know that he can be emailed
			-She placed me on hold
			-Someone else answered
			-He said that XXXX  cannot be paged and that I am not allowed to talk to him
			-I had to verify my information again
-He let me know that my package had been received and that there wasnt any other information that was needed
-I told him that I had received a letter that I did have information that I needed to send and that I only sent part of it so far
-I was placed on hold
-The same guy said that I never had a forbearance
-I asked to speak to someone that knew about my loan since he wouldnt let me speak to XXXX
-He said that notes show that everything requested has been received
-I told him that I havent sent everything
-He sent me to customer service to get into my online account
-I was finally able to get onto my online account

XXXX XXXX 2mins15secs
			-Called XXXX was transferred to Bayview
	
XXXX XXXX 15mins42secs
			-Verified all of my information
			-I was told that they cant help me with the website
			-Finally found out that I had been transferred to Bayview even though I had called XXXX
-I was told that in order to talk to XXXX that I should not push a single button, not for any of the options and not even to put the last four of my social security number when requested
-Was transferred to XXXX
-Had to verify all of my information again
-I was told that I probably cant make a payment
-I was then told that a payment wouldnt make any difference on my account even if I made one
-Told me again that the website is suspended since I was past due even though I told him that I wanted to see my statements

XX/XX/XXXX
	XXXX XXXX 2mins28secs 			-Got voicemail
			-I left a message to see if my information was received
			-I let them know that I had 40 minutes left of lunch and what time my lunch was the next day

XX/XX/XXXX
	XXXX XXXX 4mins48sec
			-XXXX answered
			-Said that he did not receive court ordered child support but got the payment schedule
			-He gave me XXXX information

	XXXX XXXX 15mins41secs
			-Talked to XXXX
			-She says that one of the emails has no attachments
			-Says that she received the attachment for XXXX
-She says that she received 88 pages of child support payments and says that it will cover the bank statement that was requested
-I asked her if she could let me know if she receives my documents, she says that she cant leave a detailed message, she can send an email but it is too time consuming, I let her know when my lunch was the next day but she said that she wasnt sure if she would be able to call during that time

XX/XX/XXXX
XXXX
		-Called XXXX
		-Got voicemail
-Left a message asking if she received the documents that I emailed on Thursday, also asked if she could respond by email, I let her know how much of my lunch was left	

XXXX XXXX 5mins3secs
			-Called XXXX
			-She said that she didnt receive any emails
-She then said that she had 3 emails that had attachments including the 3 decrees that werent transferring before, I let her know that that was all that I was missing (even though I had already sent them all several times before) and that I sent it right after we had gotten off of the phone

XX/XX/XXXX
	XXXX XXXX 7mins48secs
			-Called XXXX
			-Asked if she had heard anything
			-She said that she had just submitted it yesterday and that it takes 24hrs to 5 business days
-Asked about foreclosure letter, I let her know that it said to contact the underwriter, later reread it and said that it said the undersigned
-She told me to contact the attorney and that it helps if they know that they are on the same page
-She said that there is no date for foreclosure
-She said that payments will start right away in XX/XX/XXXX
	XXXX XXXX  51secs
			-Called XXXX
			-Got voicemail, I hung up		

XX/XX/XXXX
	XXXX XXXX 50secs
	-Called XXXX
	-Got voicemail, I hung up

	XXXX XXXX 3mins24secs
		-Called XXXX
			-Left a voicemail
-I told her that I dont understand why they are sending a request for information on why there is more than XXXX in the bank account for child support when I had already sent all of the court orders that clearly equal more than $XXXX a month		

XX/XX/XXXX
	XXXX XXXX 8mins34secs 			-Called XXXX
			-I let her know that I am very confused about the letter received that was password protected
			-She said that I sent a lot of paperwork and she isnt sure what are duplicates
			-She said that she needs itemized child support, I let her know that I had already sent that
			-She keeps asking for stuff that I had already sent and that she had said was received
			-The call didnt record her end once I turned speaker phone off
			-She tries to keep me on the phone when I explain that my break is done and that I have got to go

XX/XX/XXXX
	XXXX XXXX 2mins30secs
		-Called XXXX
-Left message telling her that I saw that she called and left the time that I would be on my lunch break the next day

XX/XX/XXXX
 	XXXX XXXX 1min30secs
		-Called XXXX
		-Left message reminding her what time my lunch break was

XX/XX/XXXX
	XXXX XXXX 3mins29secs
		-Called XXXX
-Left message letting her know that I never received a call.  I asked if she could email or mail the reason that she called, told her that I wanted to know what was going on and let her know what time I got off of work

XX/XX/XXXX
	XXXX XXXX 1min18secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min26secs 		-Called XXXX  did not leave message

XX/XX/XXXX
		XXXX XXXX 1min40secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min41secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min07secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min25secs 		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min10secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 2min32secs
		-Called XXXX 
		-Left message to make sure that they had everything and to ask what was going on

XX/XX/XXXX
	XXXX XXXX 1min10secs 
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min07secs 		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min38secs
		-Called XXXX
-Left message that the vm was different and not sure if it was hers or not, let her know what time I get off of work

XX/XX/XXXX
	XXXX XXXX 1min13secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 6min07secs 		-Called XXXX
		-Transferred to a different agent was on hold for the rest of my break, had to end the call

XX/XX/XXXX
	XXXX XXXX 12min27secs
		-Called XXXX, transferred to a different agent
		-Asked to have XXXX  paged
		-Said that everything was submitted on the XX/XX/XXXX
-Said that she received the request to remove the child support from my application, said that she sent it

XX/XX/XXXX
	XXXX XXXX 1min51secs
		-Called XXXX
		-Left message telling her that I had forgotten to ask a question
-Asked about the mortgage payment amount that they were requesting on the modification paperwork

XX/XX/XXXX
	XXXX XXXX 1min08secs
		-Called XXXX  did not leave message

XX/XX/XXXX
	XXXX XXXX 41secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min25secs 		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 35secs
		-Called XXXX did not leave message

XX/XX/XXXX
	XXXX XXXX 1min50secs 		-Called XXXX
-Left message letting her know how much of a break that I had left and what time that I got off of work

XX/XX/XXXX
	XXXX XXXX 2min22secs
		-Called XXXX
		-After being on hold call was disconnected by company

XX/XX/XXXX
	XXXX XXXX 38min59secs
		-Called XXXX
		-Asked what my late fees are
-Asked what the modification consisted of.  What made the two separate amounts and what my monthly payment consisted of
-After holding Im told my loan will be $XXXX.  Out of the $XXXX, $XXXX will be principle and interest, $XXXX.  30 year fixed mortgage at 4.5% interest rate.  Said that I have a partial claim and a deferred amount on my account that are non-interest bearing and not included in the loan amount.  The amounts being $XXXX is a HUD loan (not included in the principle balance) and $XXXX says that it is non interest but that it is included in the actual mortgage agreement but is also put on the back of the loan with the $XXXX.  
-I confirmed that I had $XXXX that is not being included in the $XXXX payment and she confirmed that I was correct.
-She said that my new balance is $XXXX
-She told me that I was $XXXX past due, that included 18 payments that were past due
-She told me that they were taking $XXXX off of what my mortgage payment would be (referring to the $XXXX loan that was to be paid)
-I asked her how $XXXX was added to my loan, that was never explained as we went into why I would have ever gone into foreclosure given that fact that I had gotten everything in before a foreclosure was ever processed or put on my account
-She transferred me to a manager but I had to get back to work from lunch and had to end the call (they are only open during my work hours) XX/XX/XXXX XXXX XXXX 34mins35secs -Called XXXX (employee number XXXX)
		-Said that my loan was still in active loss mitigation
		-Was surprised that the paper work didnt tell me any information
		-I asked her about the extra payments she put me on a long hold 
-When she came back she wanted to transfer me to customer service, I asked her if that was who had transferred me to her, she said yes and that she didnt know why
-I told her that I want to know what the $XXXX was that I had to pay off at the end of the loan
-She told me that the amounts that were being put at the end of the loan were $XXXX, unpaid principle balance will be $XXXX, the $XXXX is the total amount that Im due for, the 18 months, from XX/XX/XXXX to, that includes payments and escrow, late charges, property inspections
-Told her that I need to know what all the fees are itemized
-She told me that it was all right there in the writing
-I told her that it doesnt say anything about $XXXX
-From her, late fees of $XXXX
-She had no idea about the $XXXX (its $XXXX I remembered the wrong amount when I told her)
-She told me nothing was added to the loan
-After it is modified my unpaid principle balance is going to be $XXXX
-The $XXXX is what is being rolled back into the loan
-She had no idea about the $XXXX (its $XXXX I remembered the wrong amount when I told her)
-Said that the $XXXX is the unpaid principle balance
-Said that the $XXXX is the one being put to the end of the loan, thats how Im getting the $XXXX
-Asked about the $XXXX, was put on hold and then disconnected by them

XX/XX/XXXX
	XXXX XXXX 28mins40secs
		-Called XXXX (employee number XXXX)
		-Told me that my loan was being reviewed and that they are preparing my mod agreement
		-I told her that the mod agreement had already been done
-I asked her what the extra charges were, she told me that she couldnt give me that amount, that the foreclosure attorney needed to give me that	
-She told me that she had no idea what I am paying
-After a long hold she told me that the $XXXX is from HUD
-Told me that the money was to help but wouldnt tell me what they helped with
-A supervisor got on the phone (XXXX XXXX? Employee number XXXX)
-The $XXXX is coming from FHA/HUD to make my payments affordable
-He told me that the terms are the terms I can either sign them or not
-Told me that there are no additional documents that anyone would send me
-Said that the $XXXX is a reduction of my principle so that I can have my payments that I can afford them
-Said that the $XXXX is the delinquency of the loan that accrued due to the foreclosure
		-Then said that the delinquency is $XXXX, they are adding $XXXX fees for the foreclosure
-Said again that I dont have to accept the terms of the modification but then that I need to bring myself current or the foreclosure process continues
-I asked why they wont give me anything detailed about my loan, I asked why they are refusing to tell me why my loan has increased so much, he said that he already told me why
-He said that he wont explain it to me again
-The $XXXX is money from HUD as a principle reduction to keep my payments down to where I can afford it going forward
-Told me again to not accept the modification because I want to know why my loan is being increased by so much

XX/XX/XXXX
	XXXX XXXX 4mins58secs
		-Called HUD
		-Told them that I wanted to know how $XXXX got added onto my loan
		-Asked me what I was talking about
		-Told me that it was from my modification
		-Told me that I needed to request a breakdown 
		-Told her that I had already requested it
		-She told me that she doesnt know what its for and that I need to contact XXXX
		-I let them know that they wont tell me what it is
		-She said that HUD did pay that amount
		-Said that she is sending it to a HUD specialist who will contact me with more questions

After getting out a loan forbearance I tried for 6 months to get a modification done.  It took months before I actually got a hold of anyone that could help me.  I sent the information that they request over and over and over again.  At times they told me that they didn't get it, other times they said that they did, but it wasn't being processed, each time I sent something I had to wait a week until they made a decision but it would take days to get a hold of anyone to know, when I did get a hold of someone I was told that they were still missing something, even though it was the same stuff that I had already sent.  I have all calls recorded and all emails in my sent box to show what I had sent.  During the time that they were doing the modification they sent me to foreclosure even though I was doing everything that I needed to.  I have been denied statements.  There are no statements that show up even though I receive electronic statements.  The company refuses to tell me what any fees are.  These are just the calls that I have gone through.  I have many more.

Company response to consumer: Closed with explanation