Consumer complaint received 2020-04-17
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020, California XXXX XXXX XXXX issued a shelter-in-place order to fight the spread of XXXX. 

On XX/XX/2020, XXXX  XXXX XXXX announced a Major Financial Relief Package : 90-Day Mortgage Payment Relief During COVID-19 crisis. 

On XX/XX/2020, I called Bayview Loan Servicing LLC notifying the servicer that California was placed on a statewide shelter-in-place order effective immediately as of XX/XX/2020. Therefore, as a self-employed individual who is NOT classified as a essential service provider I can not work. Since, I can not continue to be gainfully employed and earn a wage and do not have the luxury of working from home. I NEED ASSISTANCE ... My business requires in-person contact and can not be performed remotely. I specifically asked for 90-day mortgage payment relief during the shelter-in-place order from the XXXX of California. I was assured by the customer service representative that I would be placed in the forbearance program agreed to by Bayview Loan Servicing and the State of California. The Bayview customer service representative also read and confirmed that the 90-day grace period for mortgage payments was being offered to me. Secondly, no negative credit impact would result from this relief. Third, I would not be pressured to make payments and late fees during this time will not be incurred. Fourth, that there would be NO notice of default, initiate any foreclosure proceeding against my property. Finally, I was told that there would be NO fees or charges incurred from this program. 

On XX/XX/2020, I called Bayview Loan Servicing to follow-up on the forbearance request. No response. 

On XX/XX/2020, I called Bayview Loan Servicing to follow-up on the forbearance request. Office closed for the weekend. 

On XX/XX/2020, I called Bayview Loan Servicing to follow-up on the forbearance request. Spoke with Customer Service representative named XXXX. I asked for confirmation that I was placed on the forbearance program. She was more concerned with contact information for collections. I requested multiple time for verification that I was being placed on the forbearance program and that Bayview Loan Servicing will not attempt to file a Notice of Default ( NOD ) or proceed with any foreclosure procedures. After listening to C/S XXXX delayed and scripted responses, she told me that she would look for any documentation that could be provided to me as borrower. The documentation that I requested was confirmation that I was included on the forbearance program. I was placed on hold for approximately 30 minutes to an hour. She eventually came back online but hung-up immediately without speaking or providing the information requested. 

On XX/XX/2020 I received three ( 3 ) calls from Bayview Loan Servicing demanding payment and late fees because payment was past due for the month of XXXX. 

Based on the agreement secured by California XXXX XXXX  with several financial institutions and Bayview Loan Servicing 's decision to participate in the program, I should be included in the forbearance program, and NOT receiving harassing collection calls from Bayview Loan Servicing.

Company response to consumer: Closed with explanation