Consumer complaint received 2019-02-18
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I will like to stress my frustration with working with Bayview Loan Servicing and  XXXX XXXX as an investor on a Loan Modification Process that started more than 4 years ago. Not only have they not cooperated with the circumstances and guidelines, but they have been so unorganized when it has come to this process. 
It all started with a simple request of a Loan Modification that started 4 years ago with XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX had approved me for a Loan Modification but they miscalculated the escrow 's which made my payment doubled ever since. I have requested multiple loan modifications since then, but they had advise that the file was needed to be placed on hold until Bayview Loan Servicing could obtain a Servicing right, and they would be the one 's moving forward with my negotiations. The Loan Modification Process was going well and they had approved me for a Trial back in XXXX of XXXX. I was so pleased because I was going to save my home that I have worked so hard to maintain.The Asset Manager at the moment, advised to prorate the payments this way the payments will be done on time. I Scheduled the 3 Trial Payments with him, and the payments will be posted for XX/XX/XXXX, XX/XX/XXXX and to be completed with XX/XX/XXXX. The XXXX payments were posted correctly and the Trial for the Loan Modification Process started. Once it reached the XXXX Payment, the payment was not executed. I called the Asset Manager and left a Message. The Asset Manager did get back to me and left another Message for a Callback. After a 3rd tried, I got in contact with another person in Customer Service and scheduled a callback with Asset manager. The Asset manager called me and advise that it was an accounting error, and the payments will posted. A month had past by and no payment was yet posted. When I called Bayview again, they mentioned that the payments will be posted for XXXX and XXXX, and not to worry about it because the payments were already authorized. XXXX past by and no payments were posted. I left numerous messages with no call backs until I received a Letter from Bayview that the Loan Modification was Denied because of No payments received in my account ''. How can this be possible when I authorized the payments, received confirmations regarding my payments, did my duty to call back to make sure they would go through and they mentioned it would be ok until my file was denied. I believe they did this on purpose to make sure my file gets denied for no purpose and to continue the Foreclosure action against myself. i requested a Loan Modification again and they granted to be reviewed. When I call for status, they always advice I needed to speak to Asset Manager and he never called back. I managed to get in contact with him, and he kept requesting information over and over again the information to drag along the file for months, then my file was again denied and this time due to the fact that " file was incomplete ''. How can this be done again when I complied with the documentation needed, I felt they did this on purpose again and its to a point that they have no organization once so ever. i requested another Loan modification back in XX/XX/XXXX. They opened a template. Till this day, I have not heard from any Asset manager Requesting no information until I called Bayview directly, and they advise me of the sales date. I have reached out to Asset Manager by email, phone calls, and even scheduled a callback with no results. This company has the worst organization when it comes to Processing a Loan Modification. I have complied with everything that is needed, even with the payments of the previous trial modification, and till this day, we have not being able to resolve the issue. I want to save my house, I make enough money to save my house, but now im on the verge of loosing my house due to mis interpretation of my file and mis organization. I have a sales date of XX/XX/XXXX, Im willing to cooperate with anything that is needed, I just need help. I would like to escalate my file to upper management because I'm walking a thin line before the Foreclosure Sale. I just want my file to be reviewed for the Loan Modification that I know I can qualify for, and the package has been sent more that 40 days to have my file be reviewed.

Company response to consumer: Closed with explanation