Consumer complaint received 2026-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: OH

Complaint narrative:
This is a repeated platform failure issue that has now occurred twice, causing significant financial harm to my business. 
BACKGROUND - XXXX OCCURRENCE : In XX/XX/XXXX, I filed a formal complaint with this company ( then operating as Community Loan Servicing, LLC ) regarding their online payment platform repeatedly failing when I attempted to make timely mortgage payments. The platform would fail during the payment submission process, preventing me from paying on time despite my active attempts to do so. That complaint was eventually resolved, and the company claimed the issue was fixed. 
CURRENT SITUATION - XXXX  RECURRENCE : The exact same problem has now recurred. Beginning in early XX/XX/XXXX, I attempted to make my monthly mortgage payment through their online platform. The system failed multiple times. I have video documentation showing the platform sending a security code, then looping back to the login screen without processing the payment. This video clearly demonstrates that the failure is on their end - the system accepts my login credentials, initiates the payment security process, but then fails to complete the transaction. I am willing to provide this video evidence to the CFPB or the company upon request if it can not be uploaded with this initial complaint. 
MY GOOD FAITH EFFORTS : I sent an email to a company representative at Silver Hill Capital on XXXX XXXX, 2026 explaining the platform issue and requesting assistance so I could make my payment on time. I received no response to this email. 
I also attempted to call and leave messages prior to the payment due date. The company did not respond to my communications until after late fees had already been applied to my account. This is the exact same pattern that occurred in 2024 - silence before the due date, contact only after fees are charged. 
When a company representative finally called me, their position was that the company offers " multiple payment avenues '' and I should have used an alternative method. However, this response ignores several critical factors : WHY ALTERNATIVE METHODS DON'T EXCUSE PLATFORM FAILURE : Due to health limitations, I have established a structured monthly payment process with the assistance of a friend to manage my business payment obligations. We use the online platform as our established, reliable method. When the platform fails, it's not a simple matter of " using another payment avenue. '' It requires completely restructuring our coordinated support process on short notice, which is exactly what my health situation makes difficult and why I established this specific system in the first place. Their platform failure doesn't just create inconvenience- it disrupts a necessary accommodation structure. 
Additionally, my account structure with this company is set up to make payments through the online platform. Deviating from this method creates cascading operational problems for my business management systems. 
PROOF THIS IS THEIR PROBLEM, NOT MINE : I manage five other mortgage accounts with a different loan servicer and have never incurred a single late fee with that company. This clearly demonstrates that this is not a behavioral issue, a financial issue, or an inability to manage my obligations on my part. It is a systemic failure of Silver Hill Capital 's payment platform. This proves that when their system works, I pay on time. The problem is isolated to their platform failure on this specific account. 
RESULTING HARM : As of XXXX/2026, I am now XXXX  days past due on this mortgage solely due to their platform failures and lack of response to my communications, despite my active attempts to pay on time and my documented efforts to contact them before the due date. 
As a result of their repeated failures, I have suffered : Multiple late fees assessed to my account Harm to my business credit profile Threat to my ability to secure future financing for my real estate business expansion Operational disruption to my health-accommodated payment management system Time and stress attempting to resolve an issue that should have been permanently fixed after my 2024 complaint PATTERN OF NEGLIGENCE : This is not an isolated technical glitch. This is a pattern : Same issue occurred in XXXX Company claimed it was resolved Same issue has now recurred in XXXX This proves their " resolution '' was inadequate or nonexistent This demonstrates systemic negligence in maintaining functional payment systems The fact that I filed a formal complaint with the company about this exact issue less than a year ago, and it has now happened again, shows that Silver Hill Capital failed to implement a permanent fix and has continued to operate a broken payment system while collecting late fees from customers who can not pay due to their own technical failures.

Company response to consumer: Closed with explanation