Consumer complaint received 2017-03-08
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Dual-tracking. XXXX started the home foreclosure process ( XX/XX/XXXX ) before reviewing/providing any information in regards to status of our loan modification or responding to my multiple attempts to contact them ; both by email and by telephone. When I was able to speak to an agent at XXXX on XX/XX/XXXX, I was told that our modification was received on XX/XX/XXXX was still pending review. When asked what 'pending review ' meant. I was rudely told " well ma'am, I 'm guessing it means no one has looked over it yet ''. On XX/XX/XXXX, I filed our first complaint with CFPB. On XX/XX/XXXX we received 4 letters ; 3 dated XX/XX/XXXX, each explaining that our loan modification was denied due to the information not being received by the deadline. The outlined deadline in the letter was XXXX/XXXX/XXXX which was the day the information was submitted to XXXX. The letter also stated that " in order to obtain more information regarding the denial decision '' I would need to send in a written request and " to discuss other foreclosure prevention programs, contact to discuss ''. The last letter was dated XX/XX/XXXX, stating they had received my inquiry ( a copy of the CFPB complaint ) and proposed a resolution date of XX/XX/XXXX was assigned. I called on XX/XX/XXXX twice and left messages for our contact ( which we have NEVER spoken to or heard from ) ; nothing was returned. On XX/XX/XXXX, I sent an email to the law firm handling our foreclosure outlining our concerns and challenges. On XX/XX/XXXX, I called XXXX again and I was able to speak to another rep who indicated WE WERE in compliance with the loan modification request ( the submitted date on our account was XX/XX/XXXX ) and that no further reason was listed for denial. She suggested I call the law firm who was handling the foreclosure. I called the law firm and spoke with the attorney working on our case. She informed me that none of our attempts at communication had been forwarded from XXXX and they had not heard from them since XX/XX/XXXX, even though we sent many notice of error emails, left voicemails, and sent an email to their HAMP Escalations Dept. in XX/XX/XXXX. The email the law firm received from me was sent to XXXX for review and a reply. XXXX has not sent a reply. We mailed a Notice of XXXX to XXXX on XXXX/XXXX/XXXX. We have yet to hear back. On XX/XX/XXXX our home set for auction. I called the county court house today and was told the file/listing was 'inactive '. I called XXXX and was told that no updated status on our home is listed. So I reached out to the law firm and within 10 min I was told that our home was auctioned and sold back to the bank. I am at a loss. We have a recently diagnosed terminally ill child which is a large contributor to our hardship and all we have been asking for this WHOLE time was for XXXX to allow us to pay the amount agreed upon/structure put in place by our original lender at the time of closing.

Company response to consumer: Closed with explanation