Consumer complaint received 2017-11-20
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC) (CA)

XX/XX/XXXX - I solicited Mortgage help from the government program XXXX XXXX XXXX XXXX ( XXXX ) to prevent foreclosure. 

XX/XX/XXXX I was pre-approved by XXXX XXXX XXXX XXXX to receive help and avoid foreclosure, however, additional authorization from the mortgage servicer ( Bayview Loan Servicer, LLC ) was necessary to continue with this process by obtaining approval for a mortgage loan modification. 

XX/XX/XXXX ( all month basically ) - I completed a lengthy and detailed process with Bayview Loan Servicing , LLC to revise my financial status and be able to receive approval for a loan modification. The bank needed to inform XXXX of their approval. The deadline to meet by XXXX was XX/XX/XXXX. I followed up with Bayview on all the documentation they asked from me and communicated with them several times over the phone. The deadline asks for loan servicer approval for a loan modification. 

I have since then been waiting for the bank to notify XXXX of their decision on the possibility to modify my current mortgage loan. 

Because there has not yet been an answer from the bank to XXXX ; XXXX kindly extended the deadline by a month. XX/XX/XXXX is the new deadline. 

During this process, I have tried to call many ( all ) Bayview numbers related to customer service but my phone number and/or account is blocked from contacting anyone. I have tried calling at different times of the day, different days a week and I am only able to contact one person and one phone number only. This person I speak to representing Bayview is rude and condescending. I am not confident he has my best interest at hand and I feel he is neither transparent nor clear about the process I seek. Unfortunately for me, he is an English-speaking representative, and I always need a translator when communicating with him. Translators are also rude and often have side conversations with him during my call. I have explicitly asked to talk to someone else or another department or supervisor but my request is always ignored and to this date, I have not yet been able to contact anyone else other than him. 

I am truly so distressed and anxious about this process because the new deadline set forth by XXXX to be able to receive aid and save my home is fast approaching and yet no response of any kind from Bayview has been notified to XXXX. 

Because I do not have the money to hire a lawyer, I have not looked for legal assistance or file for bankruptcy. It is extremely important to me to resolve this issue, avoid foreclosure and save my home. I am reaching out to this entity to kindly request help sorting out this very crucial matter. 

XX/XX/XXXX - I decided to submit this claim because I am not satisfied with the unclear, incomplete and misleading responses I have receive from the bank. I strongly believe the loan servicer is purposely making me loose time by asking me to provide repetitive information and by sending me general and misleading information trying to get me to sign documentation that we have not discussed nor agreed to over the phone. I have a strong reason to distrust this person because all the documents that Ive received have been forwarded to me without XXXXs knowledge and if signed by me ( as explained by XXXX ) these would automatically disqualify me from receiving any help from XXXX. Again, the person I have been in contact with from the bank has tried several times to confuse me with the process sending me paperwork for new agreements independent from the XXXX process. I have remained in touch with XXXX XXXX XXXX XXXX and they have not been notified of any decision made by the bank on this matter.