Consumer complaint received 2015-08-10
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage loan was held with XXXX XXXX XXXX ( XXXX ). I fell severely behind in making my payments and applied for mortgage assitance with XXXX to see if there were any programs I could be eligible for that would allow me to make my payments current. I submitted all necessary documentation as well a hardship letter. After a couple of months I was given approval for the trial period plan under the Home Affordable Modification Program. Pursuant to the terms of this offer, I needed to make XXXX timely payments and after making the last payment my loan would be permanently modified. I was able to make my XXXX payment with XXXX by XXXX/XXXX/15 and effective XXXX/XXXX/15 my loan was transferred to Bayview Loan Servicing. I was assured by XXXX that there should n't be any issues with making my remaining XXXX payments with Bayview as they would receive all information pertaining to my account. Ever since my loan was transferred I 've been met with nothing but sheer frustration and aggravation. I called Bayview on XXXX XXXX to make my next payment and was told they had no record of me in their system and to call back a week later. I called back on XXXX XXXX and was told the same thing and there were unable to accept my payment. I called back again on XXXX XXXX and my payment was finally accepted. I was told that when calling to make my future payments tell the representative to look into the " notes '' of my account to see the arrangement set up. I was able to make my final payment on XXXX XXXX and my account was assigned to an asset manager, XXXX XXXX. I called XXXX XXXX on XXXX XXXX at XXXX, XXXX, and XXXX. He never returned any of my calls. I needed to receive some information from him as to what my next step was. I called the following day XXXX XXXX and spoke to an asset manager that was available, his name was XXXX XXXX. He eased my frustation by telling me of how my loan will be forwarded to the conversion department and documents will be sent to me by overnight mail to sign and return. He assured me it should take no more than 30 days. During this entire time I received certified mail from Bayview telling me how I 'm in danger of losing my home and I even had someone come to my residence to knock on my door to see if my residence was occupied. I deem that as harassment. I know my mortgage is in arrears but I 've taken the necessary steps to become current. I called again on XXXX XXXX and spoke to a XXXX XXXX who was a supervisor of the Asset Managers. She told me she 'll forward my information to XXXX in the conversion department then she 'll call me with an update. To this date, XXXX XXXX never called me back. I made my XXXX and XXXX payments and I still have n't received any documents relating to the conversion of my loan. Every time I make these payments the customer service representative has offered me frustration by transferring me to an asset manager who 's NEVER available. Luckily my last XXXX payments were successfully made because thankfully my call was routed randomly to the same customer service representative who is familiar with my situation and knows exactly where to go into the " notes '' of my account to accept my payment. Her name is XXXX ID # XXXX. She was the most helpful person since I 've been with Bayview. I 'm at a point where I 'm stressed out because I have no idea what the status of my loan status. I 've fulfilled the terms of my offer and it has been well beyond 30 days. I believe this company may be predatory or manipulative in ways that I 'm unable to really understand. I 'm submitting my complaint here and would request my loan be serviced elsewhere.

Company response to consumer: Closed with explanation