Consumer complaint received 2016-06-02
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC) (AZ)

DENIED ACCESS TO OUR MORTGAGE ACCOUNT ELECTRONICALLY AND ON PAPER FOR ALMOST TWO YEARS ( SEE FULL COMPLAINT UPLOADED WITH EXHIBITS ) During the past year, I suffered XXXX, therefore, I was unable to respond to XXXX XXXX XXXX and Bayview Loan Servicing. Therefore, I am filing this new complaint with exhibits. Due to my XXXX, I will be filing new complaints, individually. 
On numerous occasions, I have requested through Qualified Written Request, emails and telephone calls to Bayview Loan Servicing LLC sub-servicer for access to our mortgage loan and account via electronically through the website or on paper through the mail. 
For over about 18 months or about 550 days, Bayview Loan Servicing denied us access to our mortgage account information, the denial of access included electronically through the website and on paper through the mail. 
For over an estimated 18 months or estimated 550 days Bayview Loan Servicing denied us access to information on payments currently due and previously made, fees imposed, transaction activity, application of past payments, and housing counselors, information regarding delinquencies, information regarding escrow accounts, information regarding insurance payments, information regarding error corrections on escrow and payments. 
On XXXX XXXX, XXXX, XXXX XXXX of Bayview Loan Servicing states XXXX XXXX XXXX is the Master Servicer and Bayview Loan Servicing is the sub-servicer. 
( See Exhibit XXXX, XXXX/XXXX/XXXX Letter from XXXX XXXX Bayview Loan Servicing ) On XXXX XXXX, XXXX, took a print screen of Bayview Loan Servicing website denying us access to our Loan. ( See Exhibit T, XXXX/XXXX/XXXX Print Screen ) On XXXX XXXX, XXXX, sent an email to Bayview Loan Servicing stating " We are still being denied access to our loan '' ... also stated " We would like the privilege like everyone else to be able to upload our HAMP modification documents online through our account '' ... Web site stated " Unfortunately because of the status of your loan .... '' ( See Exhibit U, XXXX/XXXX/XXXX email to Bayview Loan Servicing ) On XXXX XXXX, XXXX, XXXX XXXX, Case Manager for Bayview Loan Servicing stated ... '' This correspondence is sent in response to your inquiry received dated XXXX XXXX, XXXX ... .You do not have access to view account via Bayview 's website ; Regarding ( 4 ) above, Our records indicate that your loan is contractually due for XXXX XXXX, XXXX and succeeding installments. Once your account is brought current, access to your online account will be restored. '' XXXX XXXX states access to account will be restored ; however, XXXX XXXX, fails to mention, from XXXX XXXX to estimated XXXX XXXX, Bayview Loan Servicing never allowed us access to our account via electronically or on paper. ( See Exhibit V, XXXX/XXXX/XXXX Letter from XXXX XXXX Bayview Loan Servicing ) On XXXX XXXX, XXXX, sent a QWR to Bayview Loan Servicing via email stating " I do n't have online access to my online account. '' ( See Exhibit W, XXXX/XXXX/XXXX email to Bayview Loan Servicing ) On XXXX XXXX, XXXX, called Bayview Loan Servicing and spoke with XXXX XXXX stated to him I was frustrated because we have been denied access to our account from the time the account was transferred to Bayview from XXXX until now. ( See Exhibit W, XXXX/XXXX/XXXX email to Bayview Loan Servicing ) On XXXX XXXX, XXXX, took a print screen of Bayview Loan Servicing website denying us access to our Loan. ( See Exhibit X, XXXX/XXXX/XXXX print screen ) On XXXX XXXX, XXXX, I sent another QWR to Bayview Loan Servicing stating " We are still unable to access our loan information online. We have notified Bayview Loan Servicing on several occasions that we are unable to access our loan information ... XXXX '' ( See Exhibit Y, XXXX/XXXX/XXXX, email to Bayview Loan Servicing ) ( SEE FULL COMPLAINT UPLOADED WITH EXHIBITS )