Consumer complaint received 2017-06-07
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XXXX XXXX, XXXX, I received an email from Asset Manager XXXX XXXX stating he had sent out the permanent conversion/modification package I had been waiting on since XXXX XXXX, On XXXX XXXX, XXXX I responded to XXXX XXXX XXXX in an email stating First, thank you for your email ; however I have n't received your package yet. Due to a family emergency which resulted in death I have been in California since The beginning of XXXX XXXX. Before I left in XXXX I checked the porch for any packages like I have been doing since XXXX XXXX and there was no package from Bayview on the porch. Before I left in XXXX XXXX, I also called Bayview made them aware of the situation and told them I have been waiting on the loan conversion permanent modification package since XXXX XXXX and I was becoming frustrated I told them to have you and XXXX XXXX call me but I did n't receive a call until XXXX XXXX XXXX. On XXXX XXXX XXXX when XXXX XXXX emailed me I was spending the last moments with my family member before death, preparing my children for the worst, planning funeral arrangements. In the email I also stated On XXXX XXXX, XXXX, my family member died. The funeral is on XXXX XXXX, XXXX, and I will be back in Arizona XXXX XXXX, XXXX. Today I 'm at the funeral home and I will call you and XXXX XXXX today after leaving the funeral home. I called XXXX XXXX and he gave me the stated that the package would be on the porch when I got back on XXXX XXXX, XXXX and that I would have twenty business days to have the package reviewed by an attorney and back to them. XXXX XXXX also indicated since the conversion modification package was backdated to XXXX XXXX and we would just now be signing the package in XXXX XXXX, that we would be two payments behind because Bayview Loan Servicing employees had told us to stop making payments so we did n't make payments in XXXX XXXX and XXXX XXXX but did start again in XXXX XXXX when we found out the scheme Bayview Loan Servicing was  doing by telling us to miss payments so we would be behind in payments by the time Bayview Loan Servicing sent the conversion modification package. On XXXX XXXX, XXXX, upon returning to Arizona there was no conversion Permanent Modification package on the porch and Bayview Loan Servicing had already started foreclosure on our home. On XXXX XXXX, XXXX, I spoke to Manager of our Asset Manager XXXX XXXX of Bayview Loan Servicing and I told him because Bayview Loan Servicing employees had told us not to make payments that I was n't going to sign documents dated back to XXXX XXXX on XXXX XXXX nine months later when Bayview Loan Servicing llc and its employees set this scheme up with the two missing payments to foreclose on our home. On XXXX XXXX, XXXX, I also told XXXX XXXX that AFTER CHECKING MY FRONT PORCH FOR OVER 200 DAYS FOR A CONVERSION MODIFICATION PACKAGE that the package XXXX XXXX stated would be on my porch XXXX XXXX, XXXX and I would have 20 days to review and sign was n't there. XXXX XXXX told me packages had been sent I then asked him why in several phone calls Bayview Loan Servicing employees stated on multiple occasions nothing had been sent out and errors had been made and to wait an additional 60 to 90 days. I also stated, why would n't Bayview Loan Servicing have me sign for the package because I am not receiving them XXXX XXXX stated it was because the package was sent out XXXX I then told him XXXX has packages that can be signed for. XXXX XXXX also was surprised that multiple Bayview Loan Servicing employees had told me the balloon payment and balance would be at 0 percent interest. I also told XXXX XXXX that I due to my XXXX all my phone calls are recorded and my Asset Manager XXXX XXXX had given me a blanket release to record all phone calls with Bayview Loan Servicing due to my XXXX and that I would have to have my nurse review the calls and give him the names of employees that told us not to make payments and that the balloon balance and payment would be at zero percent interest, and that errors of posting payments and errors had been made on our loan conversion and that is why it has taken almost a year after we have made three trial modification payments for Bayview Loan Servicing to send out a conversion permanent modification package.

Company response to consumer: Closed with explanation