Consumer complaint received 2020-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: MI

Complaint narrative:
For the past 3 weeks, we have been trying to make a mortgage payment, in fact 2 of them. Our state is quarantined. because of a mistake made by Bayview back in XX/XX/XXXX when our mortgage was given to another company, by putting our mortgage through a number of times, we had to place a stop hold at our bank-at their suggestion, for any further payments from Bayview to stop and find an alternative to making the payments. We started going to our local XXXX where they had XXXX XXXX and were able to pay XXXX with cash then they would send the payment through t Bayview. 

Last month, we were also told by our local bank that because of this mix up, we should be able to have Bayview put this payment that was behind because of the mixup added on the end of the loan so we would be current. We filled out paperwork and sent it in. Bayview then decided that we would have to do a loan modification. WE DID NOT ASK FOR A MODIFCATION OF THE ENTIRE LOAN. We only stated on the paperwork and asked for the one deliquent payment that was caused because of their mistake at our bank, to be put at the back of the loan and we would be current. In return we received pages and pages of documents that we had to return and assigned a BANKRUPTCY ASSET  MANAGER XXXX XXXX. We have no intention of filing for bankruptcy and we did not need a modification. 

After trying to tell them we did not want this, and showing our bank and a local VA advisor the documents, we were advised to disregard and to continue making payments the best we can. We have called approximately 5 times in the past month. We have tried 6 times online, on the APP and on the phone to make a payment. We talked to a gentleman the first week of XX/XX/XXXX who automatically told us that we were eligible for the forebarrance and we would be getting paperwork in the next week. We told him we were not able to get to our local western union to make the mortgage payment and had asked for options. He said to wait to get the paperwork and do not worry about it.

Week 2.. We never got any paperwork. We called again and told Bayview that we needed to make a payment but our state is quarantined and we can not go into the store. Can we make one online and on phone because it is not working. They told us in order to be eligible for a forebarance we have to talk to Mr. XXXX. She connected us to leave him a message. We wanted all coorespondence in email since we do not know why this person is handling our account at this point so when she put us through to his voice mail, we had asked him to email with information. He did not and also did not return a call. 

Later in the week, we called at various times after speaking with our bank regarding why the payments would not go through. We then called Bayview and were told that in order to pay, we had to have a fax from the bank that it was ok to put a payment through. We then called again to let them know that the bank representative told us that it would not be until the following week that she could fax over the needed information that Bayview said they needed in order to make a payment.

We called Bayview again in week number 4 to ask if they had received the fax. They said they did not and to call back yesterday. We tried to call and were disconnected so we tried to make a payment and it again, would not go through. The money for a payment has been in our bank for 3 weeks. We have tried at least 7 times to make a payment. We want ONE payment to go through, with a confirmation number so we can make another. It will not go though. See document. 

Then today we got notified by the past office that we had 2 registered letters. We went to get them and they were from Bay View. Threatening to seize our home, in the middle of this health crisis for lack of payment and default. In the same mail, we received a letter that we were denied a modification. In another letter, it states that we are approved for a deferment. We do not want or need this.

We finally have the funds for catching up and being on track and they will not let us! We asked for help with ONE payment being added on the end of our mortgage so we could get ahead last month AND THEY WOULD NOT HELP! Now they are threatening to take our home for one payment. Our bank faxed over the information they requested. They are more interested in taking our home than helping us with our payments

Company response to consumer: Closed with explanation