Consumer complaint received 2016-03-03
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: SC
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX XXXX, I reached out to Bayview Loan Servicing and requested that the mortgage insurance on my loan be removed. Homes in our neighborhood that were similar to ours were selling for over {$450000.00} and the balance on our account was less than {$350000.00}. When I did not hear from them by XXXX, I again reached out and I was told that they had never received the initial request. I was provided a fax number to send the request to, so this was done on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I still had not received a reply so I again reached out to Bayview and was once again told that no request had ever been received. I was provided the same fax number to send the request to. I sent a third request, along with evidence of the XXXX request and the resulting acceptance by Bayview 's fax machine. In XXXX I received a letter stating that they agreed that my LTV was below XXXX ( 79.9 % ) but they wanted me to pay for an appraisal that would be between {$300.00} and {$1000.00}. I immediately contacted them and asked why it was so expensive and no one could give me an answer. I asked what determined the price of the appraisal and again, no one had an answer. When I asked who would be doing the appraisal ( Bayview or an unbiased XXXX party ), the rep was unsure. I stated that this was not acceptable and that because they also agreed that I was below 80 % LTV, I wanted to speak to a supervisor. She stated that none was available but someone would contact me. When I did n't hear back from anyone, I again called and was told that the " matter would be escalated ''. I have called monthly and each time I call, I am told that no one has an answer for me but the rep will " escalate '' my inquiry. The last 3 times I have spoken to someone, including today, I have been told that my LTV is at 78 % and I have to be at 80 % before they will remove it. I am clearly below 80 % and have been since at least XXXX XXXX. In addition, when I spoke to a rep today in the department that " handles inquiries that have been escalated '', he informed me that my MI can not be removed because I was more than 30 days late on my payment in XXXX XXXX and again in XXXX XXXX. I informed him that this is simply not true. I made some banking errors that caused 30 days lates but those were XXXX24 months ago. He stated that my XXXX XXXX payment was received on XXXX XXXX, XXXX and the XXXX XXXX payment was received on XXXX XXXX, XXXX. After speaking with him, I logged into my account online and printed out a pay history. It clearly shows that the XXXX payment was made in XXXX and the XXXX payment was made in XXXX Bayview has done everything they can to get out of removing this MI and this seems to be another way to avoid it. According to my loan modification, the MI was scheduled to be removed on XXXX XXXX, XXXX. We are now in XXXX XXXX and I am still fighting to get them to remove it! In addition, I received a letter from Bayview from XXXX XXXX with information about recasting my loan. This is NOT something I am interested in, so per the instructions, I did nothing. A month later, I received first a letter stating I had asked for a loan modification. When I called and questioned this, I was told that there were no notes in the system so it must have been sent in error. Twelve days later, I received another letter stating that my loan could not be recast because they had not received my information in time. When I again questioned this, I was told ( again ) this was an error. The next day, I received ANOTHER packet with information about a loan modification.

Company response to consumer: Closed with explanation