Consumer complaint received 2016-09-20
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We have had a mortgage with XXXX since XX/XX/XXXX. We have had some difficulties, a bankruptcy in XX/XX/XXXX and a remod in XX/XX/XXXX, yet we have fulfilled every obligation and have been perfect since the remod. On or about XX/XX/XXXX, we received notice from XXXX 's that our mortgage had been sold to Bayview Loan Servicing, I immediately called them and was told my account was not yet in their system, nothing to worry about. I immediately called XXXX 's and was given the same exact story. On XX/XX/XXXX, I went to the Bayview website and was able to register my account, yet unable to make a payment. I again called Bayview, and was again assured that all was in order, no worries. I the emailed XXXX explaining the situation. To date, I have heard nothing from them. I called Bayview and logged into my account on their website several times over the next several days and was given the same story. More calls and visits produced no better results. On XX/XX/XXXX I registered for account alerts, yet nothing changed. I was told to check back the following Mon or Tues. I logged on Tues, XX/XX/XXXX as that was my day off, and was able to make a payment. I then received a notice of payment email that stated my account was not yet set up and the payment could take seven to ten days to post. I immediately called and was told all was good and there was no need to worry. I expressed my fears concerning a late payment, my credit report and fees. I was assured that none of this could happen and their were grace periods and no fees. I stressed their was no need for a grace period as I had made my payment prior to the 'Late '' date and it was not given earlier because they would n't accept my earlier attempts. I logged on the website several days in a row, hoping to see the payment posted. I finally called XX/XX/XXXX and was told that my mortgage had been transferred to Bayview due to my bankruptcy and risk. I asked what any of that had to do with posting my payment. I asked for a manager several times and was belittled and berated each and every time. I was then put on hold for an extended period of time. No one ever returned to the line. On XX/XX/XXXX, I received an email from Bayview stating that I could now view my online account. I logged on and saw that I was now due for an XX/XX/XXXX payment. I finally thought things had been corrected. That 's when I saw the 'Request Payment History ' tab. I thought that was odd language, " Request '' most website openly display your payments. I clicked on the tab in an attempt to confirm my XX/XX/XXXX payment. I was promptly thrown off the site and my password no longer worked. My next business day off is Tuesday, XXXX XXXX and I had planned on calling Bayview the. Today, XX/XX/XXXX I received a paper statement in the mail showing two payments due by XX/XX/XXXX, stating I was behind a full payment. I had made my payment to XXXX in XX/XX/XXXX. I have taken the time to review Bayview Loan Servicing and what I have experienced, and much worse is the norm. I have contacted XXXX, your agency and will be meeting with legal counsel. Please interfere with this transaction. Respectfully submitted.

Company response to consumer: Closed with explanation