Consumer complaint received 2017-08-13
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: IL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX we realized our escrow for our mortgage with Bayview Loan Servicing might be short after being notified by the county that our property taxes were going to increase. We sent in a check ( copy attached ) with their coupon ( that is attached to their statement every month-sample attached ) indicating that we wanted that money put into our escrow acct and requested that they please confirm that. They did cash the check but never responded to our request as to where the money was applied although we have written two letters requesting such. In the past they have applied extra escrow funds to our principal and we had to straighten that out over the phone, which was very difficult as we were passed around quite a bit. This is why we would like to see something in writing in the form of a letter. As consumers are we asking for too much from them? We do get a statement from them but it is unclear to see where the money went. It looks like they wiped out some old late fee which we did not give permission for them to do. We have attached to previous letters from Bayview in regards to other matters where they admit they do not know what transpired in those situations. What kind of company that handles peoples money and investments can answer with these kind of responses or make statements that they do n't know what they are doing? ( samples attached ) This is very uncomfortable, as my money is important to me. How hard is it to send a customer a response? Miss a payment though and they will be all over you. We are only asking for a letter that shows where our {$110.00} went. Can you please help us to get some answers here and not just " they are unable to confirm '' or " Bayview is unable to respond to why ''? ( Bayview Letter w/this response attached ) What kind of loan servicing is Bayview if they can not respond to their customers needs with other  than " XXXX we do n't know '' or by just not responding to a customers request. Thank you XX/XX/XXXX Since the time of the above note we have recd the attached statement from Bayview. Per their statement we have contributed another $ 32+ to our escrow account to make up a shortage as the property taxes increased. We did this so we could continue to pay our regular mortgage amount as the budget for this property is very tight. The statement also had a coupon ( like the attached sample ) that gave an option to pay the escrow. Which we did. So... we sent in the regular about in good faith and on time. Surprise! The new statement for XX/XX/XXXX shows we are being charged fees. One is for a Past Due Amount there is no past due amount. The mortgage for XX/XX/XXXX was paid on time and the extra money for the escrow was also paid. Again, our money is missing. Where did it go? It clearly states on both checks the extra monies sent in were for Escrow. We also sent in THEIR coupon that asks where you would like the money applied and checked off Escrow Are they illiterate? So, our complaints are : Bayview has not acknowledged any of the letters we sent in regards to the checks they cashed. Where is the money??? They have not acknowledged any extra money that was paid for our escrow account. They are illegally charging us unnecessary fees due to their incompetence.

Company response to consumer: Closed with explanation