Consumer complaint received 2021-04-05
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Loan was transferred from XXXX to Bayview/Community Loan Servicing in XXXX after I had problems making increased Mortgage payments ( + {$500.00} ). Payment was {$1100.00} then jumped to {$1600.00} due to Escrow shortage when XXXX XXXX TX, modified their exemption ( s ) structure. I lost my Homestead exemption and AG exemption on my XXXX Taxes. This also increased Insurance premium. These " losses '' were temporary and reinstated almost immediately. but I was unable to make the FULL payment ( s ) requested/due for 60 days which caused the transfer of my loan. I DID/HAD continued to make the pre Tax increase payments. I/we had our Mortgage Loan with XXXX for 17+ years and had had an exemplary payment record until the Escrow Shortage.. 

I did continue to dispute/disagree with the payment increase as Community Loan Servicing Customer ( Victim ) and to make the preEscrow shortage payments of $ XXXX and had hoped that I would be able to resolve the Escrow shortage by a payment ( s ) directly to our Escrow account. I was not successful. I also had hoped to refinance our loan at a lower interest rate than the current 7.25 % I applied with XXXX XXXX ( XX/XX/XXXX XXXX and was shocked to learn that since Bayview/Community Loans HAD NOT submitted data/payment info to any of the Credit Bureaus since they " took over '' our loan. When I discovered that this Federally required procedure WAS NOT being adhered to? I requested, received and reviewed my Credit Reports from XXXX, XXXX  and XXXX  in order to verify this beyond upsetting news. The actions ( lack of ) by Community Loan Servicing created the appearance that I had not made ANY Mortgage payments for fifteen ( 15 ) months. I contacted Community Loan Servicing within 48 hours. Their response was that that was impossible and in order for them to investigate this issue, I would have to provide them with the copies of my Credit Reports from all three bureaus. I complied within 12 hours. It was a week or longer and I contacted them when I, after paying for a service to enable me to view my updated reports and I had not seen any information on my Loan posted. I do have a copy of a file that substantiates this information It was XXXX before I saw any changes to my Credit Reports and learned that the information that Community Loan Servicing was inaccurate and, even from the time of the transfer from XXXX, the information they had posted did not " agree '' with the information from XXXX when they transferred my loan. Since Community/Bayview began submitting information to the Bureaus? There have been multiple MISTAKES including that I/we had two loans with Bayview for our home 's Mortgage. 

To this date ( XXXX XXXX ), Community Loan Servicing has failed to report ANY of the payments that I have made for EIGHTEEN ( 18 ) months. I did miss ONE payment in XX/XX/XXXX when I paid the Taxes due for the land ( 3 acres ) that adjoins or property. The Community Loan Servicing statements do advise that partial payments would be held in a " Surplus '' account until the amount needed for the full requested payment was in this Surplus Account and it would then be applied. This HAS NOT BEEN DONE. Community Loan Servicing is now reporting that I have not made a single payment for 180 days although my Loan 's Principal Balance has decreased since XXXX transferred my loan. 

Community Loan Servicing contacted me by phone with an " offer '' to my " crisis '' and that would prevent my home 's foreclosure. At the time, I did not understand that this offer was part of a Trial period for a Loan Modification agreement. I did provide the three requested payments on the 1st of the three months requested. {$920.00}. I continued to receive threatening ( Foreclosure ) letters but then was sent a Loan Modification Agreement. The threats continued. This agreement has MANY requirements that are /will be impossible to adhere to. I feel that for my own security, I should NOT sign this agreement. After their lack of Professionalism, adherence to Federal Regulations and other factors? I do NOT TRUST them. Dealing with them leads me to believe that they do not have to adhere to the same Rules & Regulations as a bank. 

While researching the history of my Loan and payments I have made to Community Loan Servicing? I also discovered that the payment I made in XX/XX/XXXX to XXXX in the amount of {$1200.00} had been " lost '' and is not reflected in either Bank/company 's transaction History. I opened a case with XXXX XXXX to locate and to provide documentation that this payment was made. I have had a Conference Call with XXXX XXXX and XXXX. XXXX has faxed information to XXXX. XXXX is now researching this issue but sent ( XX/XX/XXXX ) documents that I need to sign before they can continue. 

I have continued to receive letters that advise that they ( Community Loan Servicing ) is able to Foreclose upon my home and property with any additional contact with me or correspondence. I have continued to make payments despite the obstacles created by Community Loan Servicing. They had blocked my ability to make payments on line through their website, through their automated phone system or through XXXX. I DID ATTEMPT multiple times to make a payment of {$1100.00} towards the XX/XX/XXXX payment. This is the amount indicated in their Loan Modification agreement " plus some '' I have filed a complaint with Community Loan Servicing through their website regarding the methods they are using to make submitting payments by any other method than speaking to an Agent. I also filed a complaint with XXXX for inability to submit a payment. After the last four ( 4 ) months of discussions with Community? I DO NOT feel comfortable sharing or discussing my situation by phone. 

I am in the process of reviewing all of XXXX 's XXXX statements and logging all applicable detail. I was missing four ( 4 ) XXXX statements which I was able to receive last Thursday ( XX/XX/XXXX ) .I am also reviewing all the details of Community Loan Servicing 's statements since our Loan was transferred to them. 

This was/is my DREAM home. My Husband and I paid {$70000.00} as a down payment for this loan We made payments on time religiously for SEVENTEEN ( 17 ) years. My Home and Property have significantly increased in value. I lost my Husband in XX/XX/XXXX and had made all payments for 3+ years prior to his death, I continued to make payments after his Death until today. I am in GRAVE fear of being " evicted '' and I do not have anywhere to go. I ABSOLUTELY do not want to lose my home or its equity and to be homeless at the age of XXXX. I had hoped to have some updates & improvements made to my home but this " relationship '' with Community has prevented this.

Company response to consumer: Closed with explanation