Consumer complaint received 2016-08-29
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Our firm, XXXX XXXX, has been monitoring our clients ' request for mortgage assistance with Bayview Loan Servicing ( " Bayview '' ) to help facilitate the process and ensure Bayview 's compliance with Regulation X. For the past several months, Bayview has failed to act diligently and continues to send our clients inappropriate requests for documents that have been previously provided or are otherwise unnecessary for any reasonable purpose. Our clients submitted their loss mitigation application on XXXX XXXX, XXXX via facsimile. A hard copy was sent via certified mail, which was received on XXXX XXXX, XXXX according to U.S. Postal Service. Bayview sent a letter dated XXXX XXXX acknowledging receipt of supporting documents however ; it did not specify whether any additional documents were needed. Then on XXXX XXXX, we received an email from opposing counsel ( " OC '' ) in the pending state foreclosure action requesting additional documents needed for the review. The very next day, XXXX XXXX, the Borrowers submitted all of the items requested via facsimile except for XXXX ( P & L statement for entity XXXX XXXX XXXX XXXX ) because the entity referenced was not an active business and only held title to properties for the Borrowers ' kids. Bayview was notified of the foregoing with the response. 
Subsequently, Bayview sent correspondence that included a letter dated XXXX XXXX requesting additional documents that was allegedly sent to our office but it had the incorrect mailing address on it and was never received by the Borrowers or us. On XXXX XXXX, we received another email from OC requesting more documents from the Borrowers. XXXX of the XXXX items were previously requested in OC 's XXXX XXXX email. Specifically, another XXXX form was requested for XXXX XXXX XXXX XXXX even though XXXX was already submitted on XXXX XXXX, which we verified was correctly and completely filled out. The XXXX erroneous request was related to a P & L statement for an entity that produces no income as previously explained to Bayview. Nonetheless, the requested items were sent to Bayview on XXXX XXXX, including a signed and dated letter of explanation regarding the entity XXXX XXXX XXXX XXXX XXXX and another copy of the XXXX Form that was already submitted. We also sent Bayview a Notice of Error ( " NOE '' ) addressing its unnecessary and duplicate requests. Shortly after, we received a letter from Bayview dated XXXX XXXX unrelated to our NOE confirming they corrected the mailing address & requested the same HOA information that was sent on XXXX XXXX. Again, we sent Bayview the XXXX docs. Then on XXXX XXXX, Bayview sent a response to our NOE blatantly lying. Page XXXX of their response stated the Borrower only included tax year XXXX and XXXX on the XXXX form, however that statement was wholly inaccurate. Moreover, Bayview attached a " copy '' of the allegedly incorrect form, which was altered by Bayview to try to substantiate their erroneous request. We sent Bayview an NOE on XXXX XXXX in connection with the false allegations. 
Even after Bayview was sent a signed and dated LOE regarding the entity status of XXXX XXXX XXXX XXXX, we received an email requesting XXXX P & L statements that asked us to " provide {$0.00} income/ expenses profit & loss statement '' for the aforementioned. Then on XXXX XXXX, Bayview sent our office a letter stating the application was still incomplete and referred us to a previous letter that was allegedly sent XXXX XXXX. But, the letter was never received because it was sent to the incorrect address, which Bayview claimed was already corrected in their system when we notified them previously. The XXXX XXXX letter requested the P & L for XXXX XXXX XXXX and the " master condo policy ''. Even though Bayview was provided the condo insurance policy back in XXXX XXXX, we re-submitted the requested document on XXXX XXXX.

Company response to consumer: Closed with explanation