Consumer complaint received 2017-05-10
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Husband had the mortgage since  XXXX .   XXXX   XXXX   he was diagnosed with a   XXXX   XXXX   XXXX  , so applied for the Obama mortgage ( HARP ) After almost 13 months, it ended up being another form of HARP, I guess. We were never behind nor missed a payment, but qualified because he was suddenly out of work due to illness.   XXXX   XXXX   XXXX   modified the loan so we just continued payments with a lower interest.. taxes and insurance was ALWAYS included ( even in original loan which they.. It was either   XXXX   XXXX   or    XXXX   XXXX  ..and  the original loan offered insurance of some sort in the event something happened to the home owner, ( my husband ) the home would be paid?? My husband bought that and it was added to the payment. I still have all the paperwork, so I need to look that up.This past   XXXX   XXXX  , Bayview Loan, LLC took over and it 's been very difficult with communications. I got a letter from   XXXX   XXXX   last week stating Bayview did not pay the home insurance and it will be cancelled   XXXX   XXXX   XXXX   ( in 5 days ) I spoke to  XXXX  and   XXXX   XXXX   contacted them but Bayview will not talk to them. I called and sent emails to Bayview and I get different answers, the latest was today from a  XXXX  on phone that said it was being recorded, which is fine because I did n't understand his reasoning. He states that they are not obligated to pay the home insurance and I told him it was set up to include taxes and insurance /Obama home modification and he said Obama is no longer in office. It 's on their own statement that {$220.00} is for taxes and insurance, {$250.00} is principal, xx is interest. The whole duration we always had it included in the payment, even before Bayview bought this loan. I did n't know the terms can change like this on a 30 yr loan fixed loan. We have never borrowed against the house, nor missed a payment OR LATE. Even during my husbands illness we never were late and I continue to this day to never miss, but this company is not allowing me to pay online or I ca n't access anything. Their email states I need to send his last will and testament and proof I am executor of the estate. I know my husband had an attorney draw up a TOD and filed at the county, so the home is in my name since he passed and I, of course, have continued to make timely payments. I am very concerned about this because the modification agreement has the payments set up for the duration of the loan. It was not a refinance and the only change I see was the interest rate was going to go up a small percentage for the remainder of the loan. I do not see where the homeowner is to pay insurance and if so, why did the loan holder before Bayview pay the home insurance the past 5 years if that was n't in the terms of the loan? I am sure   XXXX   XXXX   did n't pay the insurance for the past 5 years if that was n't in the terms of the agreement. Also, all this looking back into this I recently remembered that my husband had purchased mortgage insurance with   XXXX   XXXX   or   XXXX   XXXX   when he bought the house ( I still have the original loan and will look for it. so that now brings me to another concern and that is, if I can find the original loan and show he paid extra for this insurance, does that not apply or did that get lost in this modification? Thank you for any assistance.

Company response to consumer: Closed with explanation