Consumer complaint received 2017-01-01
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: AZ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
IMPORTANT NOTE : If I was able to contact my Asset Manager, XXXX XXXX or her supervisor my first line of complaint would have been through the chain of command with Bayview Loan Servicing ; however, I can provide over XXXX voicemail messages left for Asset Managers and have received no phone calls in return. Furthermore, I can also provide emails written to my Asset manager returned in error to my email. Moreover, now due to my file being flagged for dual tracking and for Bayview Loan Servicing directing their employees not to provide me with Asset Manager 's contact information, I have no choice but to file with the Consumer Financial Protection Bureau and protect my rights. 
BAYVIEW LOAN SERVICING EMPLOYEE XXXX RIDICULES XXXX WOMAN AND REFUSES TO GIVE HER ( SINGLE POINT OF CONTACT INFORMATION ) ASSET MANAGER 'S SUPERVISOR 'S SUPERVISOR 'S PHONE NUMBER OR EMAIL. PLEASE LISTEN TO XX/XX/2016, XXXX FILE OF BAYVIEW LOAN SERVICING ASSET MANAGER 'S XXXX PHONE CALL CONVERSATION WITH, ATTACKING XXXX XXXX DUE TO HER XXXX. XXXX STATES BECAUSE HE HAS BEEN THERE SINCE XXXX HE IS TIRED AND FRUSTRATED, HE REDICULES XXXX XXXX BECAUSE DUE TO HER XXXX SHE ASK QUESTIONS MORE THAN ONCE. BAYVIEW 'S ASSET MANAGER XXXX BECAME SEVERELY ANGRY AND COMBATIVE WHILE REFUSING TO GIVE XXXX CUSTOMER HER ASSET MANAGER 'S SUPERVISOR 'S PHONE NUMBER OR EMAIL. Bayview 's employee XXXX indicates to XXXX XXXX her file is flagged for Bayview Loan Servicing to treat her badly and dual track because Bayview Loan Servicing HAS NO INTENTION OF PROVIDING XXXX XXXX WITH A PERMANENT MODIFICATION. XXXX STATES I WILL ANSWER YOUR QUESTION FOR THE FOURTH TIME, I CA N'T GIVE OUT THE SUPERVISOR 'S XXXX PHONE NUMBER OR EMAIL. In fact, XXXX boldy tells XXXX XXXX to contact supervisor XXXX the following day, indicating XXXX was going to be just as rude and unprofessional with XXXX XXXX because BAYVIEW INTENDS TO DUAL TRACK OUR MORTGAGE and not provide us with a PERMANENT MODIFCATION. 
It is important to note Bayview Loan Servicing is aware of my hardship and XXXX and my previous Asset Manager, XXXX XXXX, documented my account with my XXXX. XXXX XXXX, knew that due to my XXXX I may ask a question more than once and not be aware of it in fact, XXXX XXXX indicated my file was flagged and any Bayview employee that opened my file would immediately be aware of my XXXX and the fact that my daughter assist me and record conversations from speaker to help me go over directives given to me from Bayview Loan Servicing On XX/XX/2016, I contacted Bayview Loan Servicing and spoke with an Asset Manager named XXXX. I told XXXX I was trying to reach my Asset Manager or my Asset Manager 's supervisor. I told XXXX I received a letter from Bayview Loan Servicing dated XX/XX/2016, stating I had contacted Bayview Loan Servicing and declined a Permanent Modification. I told Chance THE LETTER WAS WRONG I HAVE NEVER CONTACTED BAYVIEW LOAN SERVICING AND DECLINED A PERMANENT MODIFICATION, because I had never received a Permanent Modification. I also indicated to Chance that I had made all three of my trial modification payments ahead of time and that I was going to continue to make my mortgage payments and that I was now going on the 6th payment in the trial. ( The XXXX file attached is only partial audio of XX/XX/2016, phone call due to full complete file is too big to upload to CFPB. )

Company response to consumer: Closed with explanation