Business ProfileforCommunity Loan Servicing

My problems with Community Loan Servicing started at the start of my loan. I’m a real estate investor and bought a short term rental in August of 2022. I provided proof of insurance at closing as is standard. In November of 2022 I received an email from CLS stating that they hadn’t received proof of ins and were going to purchase a forced policy. I replied that I had supplied proof of insurance at the outset of the loan and attached the documentation to the email. In Oct of 2023 I received another email stating that yet again a forced policy was being put in place as they had no record of my current insurance. I provided this to them and after discussing the situation on the phone with escrow representative ***** ******, I realized that despite the fact that I provided proof of insurance twice the previous year, a forced policy was purchased anyway, so I had been erroneously paying too much. Because my escrow payment for the previous year included this forced policy in addition to the latest forced policy, my payment was too high by over $400. *****’s solution was to deactivate my autopay that I had set at the outset of the loan, however he neglected to mention this to me until two months later, when I called again for an update on the escrow analysis they were supposedly conducting to adjust my payment to the correct amount. I had manually paid the incorrect amount as I didn’t want the account going past due. When I spoke with ***** in December 2023 he assured me that I wouldn’t be penalized and that I wouldn’t need to pay until the payment amount was corrected. A couple weeks ago I received a letter stating my account was past due, despite what ***** had told me and was contacted by another representative, Ramses Del Valle. I forwarded him the details of the situation from the very beginning, and after two weeks and four follow up emails I haven’t received a response. Will be reaching out to the executive team directly and consulting my attorney.

******, Community Loan Servicing, regrets your recent experience with us. We strive to provide excellent customer service but sometimes do not hit the ***** Thank you for taking the time to write this comment. We do value your feedback.

I look forward to working with you to get more information to address your concerns. I would appreciate your letting me know how to reach you. Please get in touch with me directly at ************ (weekdays between 9 am and 6 pm Eastern) to provide your loan information and further discuss and attend to your concerns. You may also email me at ******************************************** if you prefer.

Regards,
******, SVP, Ombudsman
Community Loan Servicing
NMLS #****

******, Community Loan Servicing, regrets your recent experience with us. We strive to provide excellent customer service but sometimes do not hit the ***** Thank you for taking the time to write this comment. We do value your feedback.

I look forward to working with you to get more information to address your concerns. I would appreciate your letting me know how to reach you. Please get in touch with me directly at ************ (weekdays between 9 am and 6 pm Eastern) to provide your loan information and further discuss and attend to your concerns. You may also email me at ******************************************** if you prefer.

Regards,
******, SVP, Ombudsman
Community Loan Servicing
NMLS #****