Consumer complaint received 2015-07-21
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX 2015 my loan was transferred to Bayview by XXXX XXXX XXXX. XXXX XXXX XXXX told me that Bayview would be sending me some type of communication and welcome package, if they have n't done so already. 2 weeks went by and still nothing was sent to me. I called Bayview and I spoke with a rep XXXX. I provided XXXX my SSN since I did n't have an account XXXX, XXXX yet. I explained to her that I needed to make a payment. XXXX stated that my SSN is n't in their system yet to give it another week or so. I called back and spoke with a rep, said my account has an assigned case manager since I was in Bankruptcy and she was gone for the day. I explained to him that I needed to make a payment, but refused. Said I can only make a payment with my case manager. This is frustrating. He sent my case manager an email and requested that she call me back. A week goes by and still no response. I call Bayview back again, and spoke with a new rep, who again stated they ca n't speak with me and will relate a message to my case manager. Said the usual turnaround time is about 7 days. By this time, it 's XX/XX/XXXX and I still have n't heard a response back. I called back XXXX XXXX, XXXX, and XXXX and with no response ( I have my cell phone records to prove that I called if needed ). Finally on XXXX XXXX, I had enough. I refused to continue to get the run around. I insisted I talk to someone right away. The rep gave me the name of my case manager 's, manager name. I left message for XXXX XXXX, expressing my dissatisfaction. About an hour after I left a message for XXXX, XXXX XXXX, " my case manager '' decides to finally call me back after 3 weeks. When I spoke to XXXX I again expressed my frustration and asked for XXXX to call me back. XXXX refused to transfer me. She apologized and said she can help answer any of my questions. Giving her benefit of doubt, I continued to speak with her. She was very helpful in gathering the information needed and even returned my call with the answers she was n't too sure of. She then explained to me, that we may be eligible for a loan modification. She sent me the packet a few days later. On XXXX XXXX, I read over the requirements for the loan mod and seen that Bayview requested mortgage statements. Since I 'm in BK I do n't get statements, so I called XXXX to get a copy. I left her a message. I left another message on XXXX XXXX. On XXXX XXXX, I decided to call and email XXXX. At this point, I just emailed and faxed in the required documents needed to proceed with the loan Modification since, again no response. On XXXX XXXX, I called Bayview and spoke with a XXXX " XXXX '', I explained to him that I was frustrated and unsure why Bayview treats their customers with little respect. He seemed surprised and said nothing was uploaded, but it could take 48 hours to show. Since I expressed my dissatisfaction with Bayview, he requested that I email him the loan documents and he will ensure they get loaded t my file and will CC XXXX XXXX, XXXX XXXX and her manager. Unfortunately he was n't able to give me the name due to policy. At this point, I 'm not surprised. I figured sine he was sending the email, someone in upper management would give me a call back as requested. Again, no response. I 've called XXXX and left her numerous voicemails with no response. I even emailed her with a delivery confirmation so I know she received my message. Today is XXXX XXXX, and at XXXX XXXX XXXX XXXX called me. I expressed to XXXX that I 've calling and emailing her and have n't heard anything back. XXXX said I 've never left a message and she 's been trying to get a hold of me and that I was rude. I requested to speak with her manager. XXXX said she is busy and will have her call me back. 
This is the XXXX time I 've requested to speak with someone in upper management with no respo

Company response to consumer: Closed with explanation