Consumer complaint received 2017-04-26
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My daughter and I had a mortgage with  XXXX . She became delinquent and contacted  XXXX . They lowered her mortgage payment due to her being a  XXXX . They sold the loan  to Bayview Loan Servicing LLC ou t of  XXXX   XXXX , Fl. Bayview did not honor the reduced payment arrangement and raised her payments without notice. They also did not advise her that the escrow account was delinquent due to the reduced payments. 2 months after the sale of her mortgage she was notified that she was delinquent and going into foreclosure. She paid the amount that was requested in  XXXX  and again in  XXXX  to become current. When she tried to make her payment in  XXXX  and  XXXX , the payments were refused because they said she was still in foreclosure. She had been working with  XXXX   XXXX  at  Bayview  to work out arrangements. She advised  XXXX  that she was going to a consumer debt agency and needed the payment history, which she never received. I received a call from  XXXX   XXXX  for the first time on  XXXX  and was told that if I paid {$2800.00} by today  XXXX  then the account would be current. I requested the payment history that my daughter needed and she emailed it to me. I borrowed {$3000.00} to become current and when I called back to make the requested payment, it was refused. I was told by  XXXX  that the account was in foreclosure as of the  XXXX  and there would be additional fees for the attorneys and to bring the account out of foreclosure. I called today  XXXX  at  XXXX  and spoke with  XXXX   in   Bayview 's Pennsylvania office. S he said the amount needed to become current was {$2800.00}. When I questions why the difference, she asked me to hold to talk with  XXXX .  XXXX  was not available so she set me up an appointment for a call back at  XXXX   XXXX . I got a call at  XXXX   XXXX  from  XXXX   XXXX  She said she was calling early because she had to go to a meeting. My daugher also had call back appointments that did not get them at the time arranged.  XXXX  claimed that she had talked to me several times, when in truth she talked to my daughter. When I disputed her talking to me, she said " so I was confused ''. She because very defensive when questioned and said that I could not blame her because we were delinquent. She said she had documented the number of times she had tried t o call, but there was no messages left on our voice mail nor any letters sent since the one rece ived in  XXXX    XXXX  . When I talked to her today, she quoted additional fees of {$1900.00} in addition to the {$2800.00} for a total of {$4800.00} because the account went into foreclosure on  XXXX  not  XXXX  as she implied yesterday. She left the line and her  manager agreed to waive the " late '' fees of {$110.00}. I asked to pay the {$280 0.00} out of my daughter 's checking account and the additional fees of {$1900.00} - {$110.00} = {$1800.00} out of my account. She said she could not take bu t one paymen t per day and refused. She said she would have to call back on  XXXX  for the  2nd paymen t.  XXXX  also said after the account was posted current, it would be moved from foreclosure to current and I could make future payments on line. I know that the delinquency is my daughter 's fault and mine for not keeping tabs on the account. What I am upset over is that I was never notified before foreclosure, being accused of lying about talking with  XXXX   XXXX , the refusal of payments, and that they are always giving different amounts to pay to become current.  XXXX  also refused to give numbers to their corporate office, where collection policies are developed. Her  manager   XXXX   XXXX  also refused to talk with me because " he could not tell me anymore that she could ''. This company should not be allowed to continue their policy of giving different information and having no repercussions for lying.

Company response to consumer: Closed with explanation