Consumer complaint received 2016-04-30
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NJ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I had a water pipe break in my kitchen back in XXXX XXXX it flooded the kitchen and the room below which is the basement. I called my insurance company to report the damages. my insurance company is XXXX. They were very quick and helpful in getting an adjuster to come out and give an estamate a check was issued few days after the estimate was approved by myself. the check was for {$19000.00} and because of this the mortgage company was involved. and where my problems got worse. Bayview Loan Services was contacted and informed of the situation and i was told I had to file a claim with them. I had no objection as I wanted to get my house back to normal. I was first given choice to use a XXXX contractor. I informed the rep that i already had a contractor who has already started to demolish the affected areas. During the interview the call dropped. I waited for the person to call me back to finish taking my questions and giving me the information I needed to get the work started. XXXX minutes went by so I called back only to be told she was on another line helping other callers. How can she do that when she was not done with me? The rep says she will give her the message to call me back. I did not get a call back so the next day around XXXX I called back and was connected to yet another rep from the same office or location. She was able to help me with the rest of the information and sent me the paper work to get started. Two days after the first rep whom I was talking to when the call dropped called back to say she just got a chance to look at my claim. wait i asked her did you just now get a chance to return my call. I was very upset to say the least. What am I to expect if this person will be handling my claim she already do not believe my claim was important enough to call me back right away. I do not want you handling my claim I told her. The next few days got me emailing and calling trying to get the first check to start the repairs. After getting the feeling I was not having my questions answer regarding the company 's policies I asked to speak to a supervisor I was put on hold and then given a voicemail because he was n't available. I left him a message and waited for a return call. that was XXXX weeks ago. no call back from anybody. I called again on the 10th day four weeks after I started the claim with Bayview. what is the statue of the claim I asked. we just mailed the first of XXXX checks out today friday XX/XX/XXXX. This is again I know was done deliberately and by the coworkers of the the first rep. I asked to speak to a supervisor to complain about the length of time it is taking to repair my house. When the supervisor came on the phone he was already frustrated and it was n't until I started going off on him in regards to the treatment I have received from the first rep that he admitted he got my message and choose not to return my call. This irritated me even more a supervisor that does not care how would I be able to get help from those working under him. So my filing this claim with this bureau is in hopes of getting this process sorted out much faster than bayview is doing. The lost was to the kitchen not a fence out in the yard. I have a XXXX year old in my house. I have to clean dishes and the baby 's stuff in the bathroom. While they are playing games and delaying the funds. The company and the employees are not doing all that can be done to resolve this issue and its more of when we get to it we will take care of it.

Company response to consumer: Closed with explanation