ComplaintsforCommunity Loan Servicing

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beginning in January of ********************************************************************************** ********* **. I found this hard to believe because the payment is automatically deducted from my checking account and the bank assured me that the payment had been forwarded to Community Loan Servicing, ********************************************************************************************The same problem occurred in February with the additional problem that now no disbursements have been made from the escrow account which resulted in a a tax lein on the property and a delinquent sewer tax bill. All of these taxes were to be paid from the escrow account. I attempted to contact the company. To date I have been unable to get any type of response from the company. As soon as I get into the phone system and enter my loan number (***********, account number ********** I am sent to a ***************** phone and his voicemail. Despite repeated pleas for a return call I have not received one. I have also emailed my plight to the company and sent a letter via ***** Still no response.It is now March and I have received a letter stating that the loan is in default. As you know this is the step before foreclosure.I have tried again to have the company return my calls or correspondence but to no avail.I am a 77 year old widow and really need the income from the property in question.

  Business response

  03/31/2023

  Please see Community's response attached.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Mortgage was being serviced by Community Loan servicing. We entered into a trial modification because of lack of work due to covid.after successfully completing the trial period we were offered a modification agreement which we returned 2 times via the internet, Unbeknownst to me the last page of the agreement, which was blank, did not get scanned by my scanner. My servicing agent assured me that it was fine and everything would be ok, but to send in anotherhard copy via ****** because I was having so many problems. We signed ANOTHER set of documents and sent them off. Apparently our mortgage just so happened to get transferred the exact day that they supposedly received our paperwork. Fast forward six months we are still making the modified payment with the new servicer(right path) who assured me that this was very common for paperwork to take a long time to come through. I kept calling to get updates which there were none. Then my mortgage got sold again. So now Im 3 companies in, I cannot get ahold of ANYONE at community loan servicing to get the proof of me sending in my paperwork electronically because its been so long, it wont let me log in or even connect me to a live person. I feel like CLS has completely committed fraud. We did what we were supposed to, and were REASSURED all along the way that they were just busy and paperwork was taking some time. Im just sick over this. Stand by your promise Community Loan Servicing.

  Business response

  03/10/2023

  Please see Community's response attached.

• Initial Complaint

  02/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mortgage was sold to Community Loan Servicing from Chase. I went on the ***** forbearance program for a few months and when I tried to get off it, I was told my only options were to refinance my mortgage or have a large balloon payment at the end, but they kept sending me letters saying all missed payments would just be added to the end of my loan. They refused to abide by their own offer. I spent HOURS on hold to speak to someone with no resolution. I finally just refinanced with another bank so I could get out from under their scare tactics. However, once I refinanced, I realized that the pay off was way more than what I thought I owed. I asked for an itemized statement of my account, as they blocked my account access after I refinanced. They charged me $12881 for "loan maintenance fees" that happened to be placed around the same time I asked for a loan payoff amount. I have attempted to call multiple times to speak with someone, and end up on hold for HOURS without answer. No one has been able to address this issue and emails go unanswered. Do NOT do business with this bank!

  Business response

  02/27/2023

  Please see Community's response attached.

  Customer response

  03/06/2023

   
  Complaint: 19496831
  
  I am rejecting this response because:  

  I do not accept this response as an accurate statement. The starting balance I owed upon initiating the covid forbearance program was $160508.27 (July 2020). The ending balance owed upon the end of the forbearance program was $160780.87 (Nov 2021). No payments were made during that time, so obviously, the total due would not change during that time. On October 28, 2021 - I paid $4210.31 towards the escrow that was paid by Community Loan Services during my forbearance program, to bring it current and resume my regular payments. It still does not explain the $12881.70 "restricted loan maintenance fee" that was charged to my account on October 28, 2021. I made regular payments until March 28, 2022 at which time my balance was $153987.62 which is what I owed. That total includes all payments missed during the forbearance, that would be deferred to the end of my loan. CLS claims that the additional $12881.70 was the total balance of the unpaid amount during the forbearance. However, it should not be an additional fee, it should just be the balance that was to be paid off a the end of the loan terms. By charging an additional $12881.70, CLS has double charging my account and therefore owes me a refund of $12881.70. Please refund the over payment within 2 weeks due by March 20, 2022.
  

  Business response

  03/17/2023

  Please see Community's response attached.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am attempting to communicate with Community Loan Servicing in order to receive **** for 2022 so that I can file my taxes. I have sent several emails with mu request and not receiving a reply.

  Business response

  02/27/2023

  Please see Community's response attached.

  Customer response

  02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  It is unfortunate that the only way to successfully communicate with Community Loan Servicing was via the Better Business Bureau. 

  I tried communicating with them via their web site, tried calling their number which auto switched the call to **************** by detecting my phone number and/or my account number and I also tried sending them several emails. 

  The answer to my question was short and simple which could have been handed to me in a simple email reply.

  I greatly appreciate your help in getting them to respond.

  Sincerely,
  

  *******************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Community Loan Servicing is a sketchy institution to say the least. For this tax season, they have been claiming for weeks that they have mailed ****s to customers whose loan that have been sold to Right Path Servicing, ****************, etc, yet they have not issued a **** form mortgage payments from 2022 for my home. These were payments that they accepted in 2022 during a probate process.When I called their contact phone number to find out where the statement was, the number routed me directly to RightPath Servicing who does not have the tax information. In addition, the company disabled my online access to the loan rendering me helpless. I will reach out to the **** if don't receive it by the end of the week.

  Business response

  02/07/2023

  Please see Community's response attached.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is that Community Loan Servicing did a mortgage modification on my loan. I would like to know the complete breakdown of where the $27,000 dollars came from, they were only supposed to put $7,000 at the end of the loan. Then I was sent a ****-C of Cancellation of Debt for $22,285.30 for part of the $27,000.00. Why am I being sent a ****-C that you want me to put as my income on my taxes?

  Business response

  02/17/2023

  Please see Community's response attached.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/21 contacted by ******************* to help with mortgage as his *** was saving businesses affected by covid shut down, and my salon was shut down for 10 weeks.put on 3 trial payments, 4/21, 5/21. 6/21 for $509.82, paid $510 ea mth got put on modification pmt now $582,67 starting 7/21, made next 12 pmts $585 through bill pay thru huntington bank 11/8/22 rec letter saying "notified in default" (father was dying of cancer so it took me time to call)12/2/22 bank returned august pmt-not cashed after 90 days, cashed sept. pmt. oct, nov dec never cashed 12/6/22 called CLS talked to ******, left message to help figure out , person out for hand surgury and holidays 12/7 called ************** left message 12/8 called me back said to have bank return all remaining checks hed call me tue to do 1 big pmt. said looks like i only owe 1 1/2 mths as i made a $3479.23 pmt in june. said he reversersed late fees. (was on speaker phone in car as my mom and i were running errands)from 12/10 til now been playing phone tag, emailed both ******** and **************, no response. they were out of office 12/22-1/5 1/12/23 was left on hold for 45 minutes as he talked to conversion lady ********* about pmts. (also on speaker as i was with a client)1/19/23 told me my $3479 pmt went for taxes, ins, and extra in escrow, said also my pmt went up to $621.46 but rec NO email, snail mail, text, call letting me know so said my July payment went into "hold" as was not enough. wont explain why it went up. **** said he would call me on 1/20/23 to take full pmt of late fees, collection but NO CALL, gave him my 2 hour break, said hed call at 11 his time and get everything handled.i'm not happy paying late fees, collecton fees when i made all my payments on time, but just need to get my mortgage back on track. i dont want to loose my business ive had for 17 years. it is now 1/31/23 and still no response from anyone about my mortgage.

  Business response

  02/09/2023

  Please see Community's response attached.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my house in 2022 May paid my loan off, so now i cannot *********** the website as i could, so it says to call. I call and the operator tells me to get my request filled i need to email customerservice@communityloanservicing for my **** from 2021. Which i did dec.10, dec 15th jan.3 and jan 5th. Still no response i cannot do my taxes without the ****. I would appreciate your help and getting them to give me my tax documents. Once again i am talking about 2021 thanks.

  Business response

  01/17/2023

  Please see Community's response attached.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my loan with bayview in 2003-2018 it was sold but I need my records for that period I had put in a complaint about bayview an got nowhere but surprise when you did that I got a letter from community loan servicing that there was unauthorized access to there servers in ***************************************************************************** told them what I needed she said she would send my info thru an I should have them in a few weeks nothing happened called back oct.21 2022 the person this time said they dont handle that problem but she would get me to a person that would handle it the person I talked to said she would get the papers to me I dont even need all of them just a statement showing that I was not longer then 60 dayes late during that period Thank You

  Business response

  01/11/2023

  Please see Community's response attached.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 3 mortgage loans that were assumed by Community Loan Servicing in 2022. Since the onset I have had nothing but issues with this company. This time, they neglected to make appropriate payments from my escrow accounts to the insurance company and now they have billed my bank account for the payments. I am never able to get through to anyone via phone calls, have left several messages and sent emails all of which have received no response. In addition, I have had automatic payments set up since the onset of the loan and every month there are issues with the payments that require action. This month, they are saying my payment is past due, despite having auto-payments set up! This company should NOT be handling mortgage loans, as clearly they are not sufficiently equipped to do so!!

  Business response

  01/10/2023

  Please see Community's response attached.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩