ComplaintsforCommunity Loan Servicing

Loan Servicing

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Initial Complaint
10/22/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for this debt with Selene ******** I do not have a contract with any collection agency or **************. They did not provide me with a copy of the original contract as requested.
Business response
11/04/2024
Please see Community's response attached.
Initial Complaint
10/22/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for this debt with Community Loan Servicing. I do not have a contract with this company or any collection agency or whom ever is reporting this as negative credit. They did not provide me with the original contract as requested,
Business response
11/04/2024
Please see Community's response attached.
Initial Complaint
10/15/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This Business keeps calling me from different phone numbers and different States. This is a loan company and when I press nine to be on the do not call list, they call from a different phone number in a different state. Today I received 4 calls back to back from this company. This is very annoying.
Business response
10/16/2024
Please see Community's response attached.
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had 3 mortgages sold to this company and I have had nothing but problems with them. They insist on Escrow and paying my taxes and insurance but mess it up every year. One year they didn't pay the insurance at all and it was months before I realized I didn't have insurance on any of my apartment buildings. It took forever to get my insurance reinstated. They won't allow me to pay it on my own and yet they can't seem to handle it properly at all on their end. They sent me a $14K check and I had no idea why. It took them months to realize that mistake and I sent it back as soon as they contacted me. Now they say that I owe another $14K and they are taking it directly out of my account. I have been dealing with this again for weeks and absolutely nobody at that company can seem to do their job and solve this problem to fix it or even realize where they made their mistake. Apparently nobody can do anything and now it's costing me thousands and thousands and wasting all of my time.
Business response
10/22/2024
Please see Community's response attached.
Customer response
10/23/2024

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.

Sincerely,

****** *****
Initial Complaint
02/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My problems with Community Loan Servicing started at the start of my loan. Im 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 hadnt 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 ************************************************************************************* 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. ****** 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 didnt want the account going past due. When I spoke with ***** in December 2023 he assured me that I wouldnt be penalized and that I wouldnt 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, *********************. I forwarded him the details of the situation from the very beginning, and after two weeks and four follow up emails I havent received a response. Will be reaching out to the executive team directly and consulting my attorney.
Business response
03/04/2024
Please see Community's response attached.
Initial Complaint
02/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We closed a home sale in June of 2023 which was owned by our ***. Community Loan Servicing did not attempt to send the escrow refund until December. They ignored the *** contact information and attempted to contact the guarantor with a misspelled email address. Finally *************************** with Community Loan Servicing called the correct party (myself) to verify the mailing address for the escrow refund. He said he had mailed the check but it came back to him. The refund check was for $4,700. I told him it was the correct address and that he should resend via certified mail, ****** or wire to the business account. He said no, they would just retry regular mail. This conversation happened on 1/18/24. For the past 3 weeks I have been checking the post to see if the payment came through. It did not. I called ****** many times and he never picked up. I finally tried emailing and he said the check had been sent to the guarantors home address. He said he called the guarantor on 1/22/24 to get his home address. This is very odd, as this is a commercial loan, and thus all mail should go to the business address. I asked ****** why he second guessed me and waited four days to call the guarantor for his home address rather than send it to the business address on file as instructed, making everyones lives more difficult. I queried him as to whether this was potentially because I was a woman and he had a possible prejudice against me. This seemed to touch a nerve, because ****** went on a tirade against me in email format, calling me unattractive, telling me I had issues, but yet never identifying the reason as to why he sent the check to the wrong address. I have attached screenshots of his emails here. His last email was sent to me at midnight telling me I needed to get a life, which I found ironic. His conduct is wildly unprofessional.
Business response
02/19/2024
Please see Community's response attached.
Initial Complaint
01/19/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After my Covid forbearance I was advised by a community loan representative to apply for a loan modification to add the amount to the loan and extend the loan terms since we owed 10 more years and have never had an issue. I did all the paperwork for this and the 3 trial periods but before it could be completed they sold our loan to Right path servicing and instead they deferred it to the end of the loan without advising us of the status on the loan modification. Once my loan was transferred i could not reach a live representative at Community loan servicing. I would like a response From Community loan servicing explaining why I didnt qualify for a loan modification. I am also filing a complaint with CFPB
Business response
02/02/2024
Please see Community's response attached.
Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In November 2023 I was notified that my mortgage had been sold to CLS. At that point, I was 2 months ahead in mortgage payments and my escrow account had been refunded for overages. After taking on my mortgage one monthly overpayment was used in December 2023 because CLS didn't have us set up in their system yet so we were still ahead by 1 payment. It is now January and we still haven't been credited that extra payment, CLS INCREASED our monthly payment by $580.68 even though our taxes haven't gone up and they have lost 2 separate emails with our insurance proof. I've called and get no response, I've emailed and get no response. Today, I left a very demanding voice mail and ****** called me back - it took him more than 5 minutes to find our account and then simply stated that the overpayment must have been credited. He refused to provide the email to their ******* Insurance Group so that I could resend the insurance information and he refused to tell my why our payments have gone up.
Business response
01/22/2024
Please see Community's response attached.
Customer response
01/23/2024

Complaint: 21119248

I am rejecting this response because: The payment should have been credited on 11/28/2023. As stated by community loan servicing, they are able to pre-post/pre-date the payment because they "posted" it on Dec 5 when they claim to only have received my account on Dec 7th. By their accounting method, they are depriving me of the credit and reduction of interest payments on the principal balance. Further, I have called, repeatedly, and get different answers and non-responses at every turn.

The best this response offers is confirmation that they had and had lost my payment. Something I'd been telling them all along and both ****** and *** claimed was not true.

I have an ending statement from Oakmont and, sure enough, they have the same beginning statement. BUT refuse to credit the lost payment now until February 10, 2024. This entire payment should have been credited as an extra payment because Community Loan debited my account for ******** 2024

Sincerely,

***************************
Business response
02/02/2024
Please see Community's response attached.
Customer response
02/05/2024

Complaint: 21119248

I am rejecting this response because: They have manipulated this data to deprive me of one full payment against principal. As they deducted the January payment in full, I am *********** have this 11/28 payment wholly applied to principal. This is what we will ask the court to do as we've already filed the first case in ************* and will file another in ******* and a third in ************. I refuse to have our money all but stolen by Community *********** ************ MUST apply then entirety to principal to resolve this issue.
I don't need an apology, I need an appropriate resolution which allows my money to be used by me and not by community loan.

Sincerely,

***************************
Initial Complaint
12/23/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After the break line in the middle is the demand letter I sent to this company in August 24, 2023. However, this firm refused to pay and just said this matter was already been taken care of with my permission that it is resolved over the phone conversation with this firm.---------------- Break Line --------------------------------------To. Community Loan Servicing, LLC Re. Loan/Account#********** Property Address: ****************************************************************************** Attached please find a copy of the Notice of Cancellation to Lender from Safeco for my old insurance policy OA4952219 on my property at *****************************************************************************. My loan # is ********** and the account number is *******. Please note that according to the terms of my loan, I was required to make monthly payments on time on my loan including principal, interest, insurance and property tax. Since I have made all my monthly payments to date on time and have not missed any single payment, the lender/loan serving company should have paid my insurance premium on time, so that there would be no lapse on my insurance coverage. However, because Community Loan Servicing (CLS) failed to pay my insurance company Safeco, even after Safeco notified CLS with the attached Notice of Cancellation, Safeco cancelled my insurance policy and my policy could not be renewed without any time gap in the insurance coverage. Please consider this letter a demand upon CLS to promptly refund to me all the forced lender insurance charges made to my account ($826.15 on Jan 10, 2023 and $71.85 on April 19, 2023 for a total amount of $898.00), since the failure to renew my old insurance policy strictly lies in the lender and the loan servicing company CLS. If this demand for refund is not met within 30 days, I will have no choice, but to *** you to collect the $898.00 you owe me, plus all legal costs and fees incurred. Thanks and have a wonderful day. ******************* August 24, 2023
Business response
01/03/2024
Please see Community's response attached.
Customer response
01/08/2024
To.      Community Loan Servicing, LLC (CLS)
Re.      Loan/Account#**********
Date. January 8, 2024

Property Address. ******************************************************************************
Attachments:           As noted with relevant sections highlighted

This claim boils down to the following:

Homeowner is obligated by contract (see attached A/Copy of Recorded Deed of Trust Page 4 on Jan 25, 2022 with document# *************) to make monthly hazard insurance payments into an escrow account held by ********************** (see attached B/Copy of a Loan Document).

Homeowner has made ALL monthly payments on time and in full into this escrow account held by **********************.

Community Loan Servicing LLC is obligated by contract (see attached A/Copy of Recorded Deed of Trust Page 5) to pay out of this escrow account ON TIME to SAFECO monthly hazard insurance premium on homeowners behalf.

Community Loan Servicing LLC FAILED to make the monthly insurance payment to SAFECO through NO FAULT of the homeowner, despite Community Loan Servicing LLC having received ALL payments from homeowner IN FULL and ON TIME.

Community Loan Servicing LLCs FAILURE to make the insurance payment to SAFECO caused SAFECO to cancel homeowners insurance policy due to NON-PAYMENT with notice of cancellation sent to Community Loan Servicing LLC (see attached C/Safeco Cancellation Letter).

Community Loan Servicing LLC then notified homeowner that it has purchased a *********************** Policy (amount in dispute $898.00) , attempts to shift blame to homeowner (see response to BBB, as well as homeowner inquiry) by expecting homeowner to pay for it and Community Loan Servicing LLC did indeed take this money out of homeowners escrow account without homeowners consent.

Given the above, please consider this the final demand letter and notice to pay the $898.00 Community Loan Servicing LLC owes me within the next 14 days.

FAILURE to pay will result in a lawsuit against Community Loan Servicing LLC, feedback and complaints filed with all relevant public resources and regulatory agencies putting Community Loan Servicing LLCs unethical practice on record and paving way for other homeowners whom you may have, or will attempt to injure in the future.

FYI I am a very busy business owner and parent. I do not have time for this back and forth non-sense with Community Loan Servicing LLC. Your actions are done in extreme bad faith.You are taking advantage of my valuable time and you are wasting the courts resources by forcing me to *** to recover my damages.

However, this is a matter of principal. If you are betting that I will simply take this BS, accept the loss and go away, perhaps that is in your experience what other homeowners in similar situations have done in the past, you are very wrong. Your actions in my claim are in extreme bad faith. I will take this matter to court, recover every ***** owed to me and make sure that your actions are a matter of public record.

You may send a check for the amount owed to me to the following address within the next 14 days, or expect to be served with a lawsuit:

Hsian-*************
***********************************************************************;

Thank you.

*******************
Customer response
01/12/2024

Complaint: 21049080

I am rejecting this response because:
To.      Community Loan Servicing, LLC (CLS)
Re.      Loan/Account#**********
Date. January 8, 2024

Property Address. ******************************************************************************
Attachments:           As noted with relevant sections highlighted

This claim boils down to the following:

Homeowner is obligated by contract (see attached A/Copy of Recorded Deed of Trust Page 4 on Jan 25, 2022 with document# *************) to make monthly hazard insurance payments into an escrow account held by ********************** (see attached B/Copy of a Loan Document).

Homeowner has made ALL monthly payments on time and in full into this escrow account held by **********************.

Community Loan Servicing LLC is obligated by contract (see attached A/Copy of Recorded Deed of Trust Page 5) to pay out of this escrow account ON TIME to SAFECO monthly hazard insurance premium on homeowners behalf.

Community Loan Servicing LLC FAILED to make the monthly insurance payment to SAFECO through NO FAULT of the homeowner, despite Community Loan Servicing LLC having received ALL payments from homeowner IN FULL and ON TIME.

Community Loan Servicing LLCs FAILURE to make the insurance payment to SAFECO caused SAFECO to cancel homeowners insurance policy due to NON-PAYMENT with notice of cancellation sent to Community Loan Servicing LLC (see attached C/Safeco Cancellation Letter).

Community Loan Servicing LLC then notified homeowner that it has purchased a *********************** Policy (amount in dispute $898.00) , attempts to shift blame to homeowner (see response to BBB, as well as homeowner inquiry) by expecting homeowner to pay for it and Community Loan Servicing LLC did indeed take this money out of homeowners escrow account without homeowners consent.

Given the above, please consider this the final demand letter and notice to pay the $898.00 Community Loan Servicing LLC owes me within the next 14 days.

FAILURE to pay will result in a lawsuit against Community Loan Servicing LLC, feedback and complaints filed with all relevant public resources and regulatory agencies putting Community Loan Servicing LLCs unethical practice on record and paving way for other homeowners whom you may have, or will attempt to injure in the future.

FYI I am a very busy business owner and parent. I do not have time for this back and forth non-sense with Community Loan Servicing LLC. Your actions are done in extreme bad faith. You are taking advantage of my valuable time and you are wasting the courts resources by forcing me to *** to recover my damages.

However, this is a matter of principal. If you are betting that I will simply take this BS, accept the loss and go away, perhaps that is in your experience what other homeowners in similar situations have done in the past, you are very wrong. Your actions in my claim are in extreme bad faith. I will take this matter to court, recover every ***** owed to me and make sure that your actions are a matter of public record.

You may send a check for the amount owed to me to the following address within the next 14 days, or expect to be served with a lawsuit:

Hsian-*************
****************************
***********, ** 90011

Sincerely,

*******************
Business response
01/26/2024
Please see Community's response attached.
Initial Complaint
12/22/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a VA assumable mortgage on my house. My wife passed in May and I decided to sell the house. I have a buyer for the house and we were supposed to close on November 1, 2023. This loan assumption has gone through several different people and is currently being processed by *************************, Product Analyst, Consumer Direct ************* Servicing, **********************************************************************. Phone numbers are ************ and his email is *********************************** is now the Friday before Christmas, nearly 3 months in, and I cannot get ****** to return calls or emails. He was out last week, and his work was being handled by ***************************, ************. Two calls to ******* went unreturned. ******* and Caesars boss is *******************, Senior Operations Manager, ************. A call to her also went unreturned.I am trying to find out the status of this loan, what if anything else needs to be done, and when we can go to closing. Calls by the real estate agents and the attorneys have also gone u answered.Please help me.
Business response
01/03/2024
Please see Community's response attached.
Business response
01/03/2024
Please see Lakeview's response to ****************** concerns; after Community escalated this matter to their company for review.

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