Consumer complaint received 2016-09-22
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
To Whom It May Concern : On around XXXX XXXX, XXXX, I filed a complaint with the Consumer Financial Protection Bureau for a number of reasons regarding how Bayview Loan Servicing was handling my file ( See Complaint # XXXX ). 

On XXXX XXXX, XXXX, Bayview responded stating that they suspended the foreclosure process on XXXX XXXX, XXXX and had requested a number of documents for my modification. On around XXXX XXXX, XXXX, I had provided Bayview with all of the requested documents via secure, encrypted e-mail. The account representative, XXXX XXXX confirmed receipt of the documents. 

It was stated that my modification would take up to 90 days to complete. From XXXX XXXX, XXXX to XXXX XXXX, XXXX, i had n't heard anything whatsoever from Bayview via mail or e-mail concerning the status of my modification or any missing documents that they may have been in need of. In fear of history repeating itself, I sent XXXX XXXX a follow-up e-mail requesting an update of my modification ( see attached ). I have a tracker on my e-mail that sends me a notification if/when the recipient receives my e-mail. XXXX ( the representative that I was assigned to at Bayview ) received my e-mail that day but chose not to respond. 

From XXXX XXXX, XXXX to XXXX XXXX, XXXX, I DID NOT receive a single request for more information from Bayview via mail or e-mail, nor did I receive a modification approval or denial. The only notification that I received from Bayview that even gave the implication that my loan modification was denied was a foreclosure notification that arrived via certified mail on XXXX XXXX, XXXX. Pursuant to 12 U.S. Code 5219a, Bayfiew was supposed to provide me with a denial notification along with other required data. Bayview failed to do so. 

Upon receipt of that foreclosure notification, I sent XXXX XXXX, XXXX XXXX and the Hamp Esculations e-mail that was provided in BOTH complaints that have been filed with the Consumer Financial Protection Bureau. In that e-mail, I also placed a tracker to ensure that all parties received it. It was reported that both XXXX XXXX received my e-mail shortly after I sent it but neither of them responded. I did n't expect XXXX to respond because when she went on leave, my file was assigned to XXXX XXXX. However, because XXXX was still my case manager, I expected a response from here. Unfortunately, I did n't so I then called Bayview and attempted to speak with XXXX XXXX. When XXXX got on the phone, I advised her that we were on a recorded line and provided her with my name and phone number. To my surprise, although Bayview states on virtually every call that they are monitored and/or recorded, XXXX REFUSED to proceed with the call to discuss what had taken place with the file. She told me that I had to call her from a different phone. I asked XXXX why she had n't responded to my e-mail and she emphatically denied ever receiving an e-mail from me on XXXX XXXX, XXXX requesting status of my modification. 

Because of my history with Bayview, I did n't feel comfortable with having that type of conversation without being on a recorded line so we disconnected the call and I followed up with an e-mail. Once again, I placed a tracker on that e-mail to confirm that XXXX XXXX of Bayview Loan Servicing received my e-mail. This time, I received a " Not Read '' notification from Bayview which generally means that XXXX deleted the e-mail without even reviewing it so that she could properly address my concerns. 

I 've waited 72 hours for XXXX XXXX to send me an e-mail with information on what happened to my loan modification and she has absolutely refused to respond to me. This behavior is unacceptable and is discriminatory. 

Please help me get this resolved!!

Company response to consumer: Closed with explanation