Consumer complaint received 2017-10-10
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It May Concern, This letter is in reference to the request for a loan modification on the mortgage loan due to financial hardship. The financial hardship is due to divorce. On XX/XX/XXXX my ex-husband and I separated and I became the sole provider for my household. We officially divorced on XX/XX/XXXX. 
I am the primary caregiver for my XXXX children, ages XXXX and XXXX. I am a full time Teacher of XXXX at a local high school. I earn a XXXX month salary. I have not previously worked during the summer months of XXXX and XXXX due to the coast of child care. I currently pay for full day preschool and XXXX school for my children. 
I am requesting a loan modification based on the financial hardship of divorce. The household income has been cut in more than half since our separation in XX/XX/XXXX. I have been a contributing member of society with a respectful, professional career. I work very hard to pay all my bills on time, but the significant loss of my ex husband 's income has drastically set me back financially. 
My goal is to stay in my home with my children to provide stability. Our family has gone through a lot in the couple years and remaining in our home with an affordable mortgage on a teacher 's salary is my challenge, but with a loan modification it could be achieved. 
I have been attempting the approval of a loan modification since early XXXX. At the time I dealt with XXXX XXXX and XXXX XXXX. I explained my situation thoroughly and continuously was denied a modification. After a year went by my frustration started. I could not figure out why I was being denied. Finally, in XXXX of XXXX it all came together. 
In a conversation with XXXX XXXX XXXX in mid XXXX I specifically asked why I was denied. XXXX XXXX explained that the addresses on all my statements did not match the property address of my house, according to her records. I reminded her of the conversation we had, at that point almost a year later, that XXXX XXXX XXXX XXXX XXXX, NJ and XXXX XXXX XXXX XXXX XXXX XXXX, NJ was the same property. I also explain again that the city had changed my address ten years ago, in XXXX. This is very frustrating considering the fact that any point I would have sent a letter from the city of XXXX explaining it was the city that did changed my address. I also sent documentation to the mortgage company 9 years prior who originally handled my mortgage. 
When I said this to XXXX XXXX, she put me on a long hold. When she came back on the line she did apologize to me for her incompetence and explained that I did have all of the required paperwork, but she did need a letter from the city confirming the address change. I sent the letter from XXXX the next week to XXXX XXXX. That same week I requested a copy of my home assessment. I did receive a packet with an assessment of a property labeled XXXX XXXX XXXX XXXX, but it was not my property ( it was the house next door ). 
At this time I became very frustrated with not only XXXX XXXX, but with Bayview as a whole. First, the fact that I was being denied because of the address ordeal for an entire year, but now knowing that they were not even assessing the correct property. But, that was not the only mistakes being made by Bayview. Later that week I received a letter stating that my homeowners insurance was cancelled. According to Bayview, Bayview send out a check with the wrong loan number and therefor I had to find new homeowners insurance after being with the same company for 10 years.

I believe that I have continuously worked through all of Bayviews mistakes and have suffered financially because of the incompetence  of your company. I believe that I have a valid need for a loan modification and should have received one years ago, without the aggravation. At the time of my separation with my ex-husband I was up to date on my mortgage, but when he left he took half of the financial responsibility which caused me to immediately request for a loan modification. Now, I am two years passed due on my mortgage and after finally being approved my monthly payment is {$50.00} more that it was originally, with the same interest rate. 
I want to keep my home. I have done everything on my end that I was to do in order to get a modification. I have a financial hardship and should be granted a better modification taking in consideration my situation and the mistakes of Bayview. 
In addition, you have requested evidence that taxes have been are paid current, but taxes were always included in my mortgage payments. In result, they have not been paid. 
I am still trying to get a loan modification, but this last time all my documents being sent were coming back to me. I have been in contact with XXXX XXXX XXXX XXXX and XXXX XXXX , XXXX to help me finally get a loan modification.

Company response to consumer: Closed with explanation