Consumer complaint received 2016-08-26
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I purchased my home in XXXX XXXX. In XXXX of XXXX I filed a chapter XXXX bankruptcy. The very month that I filed, my loan was either transferred from XXXX XXXX XXXX Bank to Bayview Loan Servicing LLC or Bayview bought the loan ( I dont know ) I was sent a letter that stated I just needed to start making my payments to Bayview Loan Servicing. I informed my bankruptcy lawyer that I could not pay his entire asking fee and make my mortgage payment for that month. He said that is ok, he 'll put XXXX payment in the bankruptcy paperwork. I said ok. I made my first mortgage payment to Bayview Loan Servicing LLC the next month, and continued to make my monthly mortgage payments as I had previously for seven years to XXXX XXXX XXXX. I am on XXXX and have been since XXXX. I get paid once a month and send my payments to all my bills usually between the XXXX of the month and XXXX of the month. Approximately XXXX -3 months into the bankruptcy I received a letter/statement ( not a complete statement as it did not have the loan amount owed, the principal or anything else - just that my payment went up about XXXX. It was showing payment due XXXX. I, for seven years was making my payment of XXXX to XXXX XXXX XXXX with no problems whatsover and I know that my fixed conventional loan made sure there were no changes of this sort.. I called Bayview Loan Customer Service number on that peice of paper ( bc Bayview Loan Servicing was not sending me ANYTHING in the mail, no correspondence regarding my loan, no statements, nothing. ) All i ever received from Bayview Loan Servicing was a welcome letter from them buying the loan from XXXX XXXX XXXX - see attached ). I got a customer representative on the phone and said I needed to talk to someone regarding my loan and gave her my account number that I had from M & T. I said I wanted to talk to someone regarding my mortgage payment going up. She said Oh, that is bc you missed a payment. I said I most certainly did not!! I said if you are referring to the XXXX payment that my bankruptcy lawyer put in the paperwork. After saying that she cut me off and said, Oh, your in bankruptcy. I said yes, I filed Chapter XXXX in XXXX XXXX. She put me on hold, came back after about XXXX5 minutes and said XXXX, I can not talk to you, but I will have a representative from our bankruptcy department call you back..I said when can I expect a call. She said within XXXX5 business days. We ended our call. I received a call back from a XXXX XXXX in the bankruptcy department and I asked her about my payment jumping up XXXX dollars and why bc I had a conventional fixed loan. She stated that they showed me missing a payment, but that they were going to straighten everything out and my payment was XXXX. I said thank you, but my payment at XXXX XXXX XXXX was XXXX do you know why it would even be XXXX higher. She said she would review my file and get back with me. I stated to XXXX before hanging up that I have n't received anything from her company except a welcome letter with a customer service number and that I wanted to get my statements sent to me so I can know where my money is going and where it is being applied and that way I know with issues as this what has been done and where the error might be. She said I had to handwrite a letter stating that I knew I was in bankruptcy and sign it and they would get statements out to me. I said ok and did just that. Attached letter is dated XXXX XXXX. I continued to make payments of XXXX even though I was not satisfied with XXXX conversation or outcome, bc she and no one in the company could tell me what was going on and why the payment ( s ) were jumping all over. My many questions were compounding every month with Bayview and I was constantly in a state of miscommunication from the inception of this company buying my loan from XXXX XXXX XXXX. As I stated earlier and will state again. I had

Company response to consumer: Closed with explanation