Consumer complaint received 2015-10-23
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OK
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX/XXXX/15 I faxed my ACH form to XXXX XXXX 's direct fax # with Bayview Loans. Come XXXX/XXXX/15 I noticed that the ACH iao {$850.00} had not be completed. I placed a call and left a voicemail for XXXX XXXX and explained I had faxed this over to him and I do not see the payment being debited. I never received a return call. I then went on Bayview Loans website and processed a payment iao {$770.00} from my joint bank account, which is what the ACH should have been set up for. On XXXX/XXXX/15 I was checking my bank accounts and I noticed that my individual bank account had been debited for the amount or {$770.00} and was in a negative status. I never authorized a payment to be debited from my individual acct. The payment that I processed on the website had debited my joint account. but the ACH for {$850.00} never processed at all. I immediately contacted Bayview Loans and spoke to XXXX in Customer Service. He was very rude and did not listen to me. It was the worse service I have ever received. I asked for a Manager, he told me he was transferring me to XXXX, but I then received a voicemail, which I was not informed of, and it was the voicemail for a woman. I then placed another call to XXXX XXXX and left him a voicemail. He did call me back and explained that I should fax him a letter of what occurred and copy of my bank statement, which I did on XXXX/XXXX/15. I called back on XXXX/XXXX/15 to make sure that the fax was received. XXXX explained that everything was received and had been forwarded over to his manager to be corrected. I then placed a phone call again XXXX/XXXX/15 and no return call. I called again on XXXX/XXXX/15 to XXXX and received a call back and explained that his Manager had all the info and that the wire to my account iao {$800.00} for cover the payment and the {$22.00} overdraft charge has been approved and would be completed by the end of the week. Come XXXX XXXX/XXXX/15 I still had not received the funds and I placed a call to XXXX again and left a voicemail. I also placed a call to XXXX 's manager and never received a call back from his manager. XXXX did call back and stated that I should have the funds by Tuesday or Wednesday XXXX/XXXX/15 or XXXX/XXXX/15. I still did not receive the funds. I placed a call on XXXX/XXXX/15 to XXXX, who left me a voicemail that the funds would be in my account by XXXX/XXXX/15 in the morning. I still have not received these funds. Through all of this my Car payment iao {$470.00} and Car Ins Payment iao {$190.00} have both been returned. I have received numerous overdraft fee 's at {$22.00} for each one. My paycheck on XXXX/XXXX/15 which is direct deposited went to cover the Negative balance of my account, and then all the other payments have caused the negative and returned payments again. This has caused a serve hardship for me. What I believe actually happened, is when I called and left a voicemail for XXXX on XXXX/XXXX/15 about the ACH, that he went and processed the payment through the account I previously have used to make payments. But he did this with out my authorization for the XXXX/XXXX/15 payment. I am a customer service manager for XXXX XXXX XXXX Mortgage company and I am well educated on the processed and laws. I believe that this is a fraudulate act to process a payment with out authorization to cover the mistake of not following through with the fax that was sent for the ACH on XXXX/XXXX/15,

Company response to consumer: Closed with explanation