ComplaintsforCommunity Loan Servicing

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am the administrator of my brothers estate. His name is *******************************. He died by suicide in February 2020. As part of his estate settlement, I had to sell his house. During the closing, the profits from the sale were issued via check to the estate. I was unaware of any other disbursements to expect. However, after reviewing some mail that had been rerouted or mishandled, I found a check for $1601.13. It was issued on 10/07/2021, nearly 2 years ago. Since I found the check in early 2023, I have attempted to contact Community Loan Servicing to simply reissue a new check as this one cannot be cashed because its expired / voided due to the timing.I have called CLS close to 50 times at all times of their open business hours. I recently opened an online banking account with them in an attempt to complete their online inquiry form. However, there is a data discrepancy or something in the way the estates info was captured so Im unable to click / validate some of the pre-populated sections of the form. I am stuck. Ive been on hold for ***** minutes dozens of times. Ive done everything I can for this to be resolved but am unable to close my brothers estate without your help. To resolve this, I would simply ask for a reissue of the check made out to Estate of ******************************* as it was on the original check from 2021. I have enclosed a copy of the expired check, a copy of his death certificate and a copy of my certificate of qualification which is the form in ******** (his place of residence) used to assign the administratrix of an estate. Thank you,*************************** ************

  Business response

  10/11/2023

  Please see Community's response attached.

  Customer response

  10/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

  Customer response

  10/13/2023

  Is there a tracking number for the check?

  Thank you,

  ********************************;

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Community Loan Serving added ****** to my mortgage that was under forbearance and will not explain what these charges are for or correct their mistake.They also charged me for insurance when I had my own insurance. $153.41. The insurance company sent and faxed the proof to them, and I also sent and faxed the proof of insurance.When I contacted the last time, I was told that my loan was being transferred the next week and it was no longer their problem, I would need to contact the new provider. Which I have done several times.My loan has been transferred 4 times in the last 2 years. And no one will help me get this mess straightened out.Because they have messed up my loan, the Mortgage statement filed with the government is incorrect. I paid more than they have on the form.Because they applied my payment to insurance instead of principal as they should have, my loan is higher, I have been paying higher interest, and now I have to pay on my loan longer than I should.

  Business response

  06/15/2023

  Please see Community's response attached.

  Customer response

  06/16/2023

   
  Complaint: 20179698
  
  I am rejecting this response because:

  My loan balance during the time Community Loan serviced my loan (and still is) is $475.05 higher than it should be when they serviced my loan.

  I contacted Community Loan in August to be set up on the ******19 Forbearance. I had to contact them again on 9/9/21 and was placed in the forbearance plan then by *****. At that time, I was behind on my July, Aug and Sept payment. ***** explained the forbearance plan was for 6 months,and I should continue paying what I could pay, and the forbearance would not affect my payments or my loan balance.
  
  The letter from Community Loan on 10/4/21, states as of 12/2/21, they are deferring 5 principal and interest payments. On 10/4/21, I was behind July, Aug,Sept and Oct. (4 months). To accept the deferral, I needed to make 1 payment by Oct 31. Which is how they came up with the 5 deferred payments as of 12/2/21. I again called and was ensured on the phone that all payments I made would be applied to my loan.
  
  The problem is their records on 11/3/21. Something is not correct.
  
  I did contact Community Loan regarding my account several time, with no explanation of the difference in my balance. The last time I spoke to them, the representative told me that my loan was going to be transferred the following week so it was not their problem, for me to contact the new loan servicing company after the effective date of the transfer. You see, my loan has been transferred 4 times between Loan Care,Community ***** **************** or RightPath, and now Select Portfolio Services. I have contacted each of them, several times. No one looks at the actual issue. Community Loan has my balance wrong, as you will see below and in the attached loan amortization schedule.
  
  On 10/1/21 my balance was $16,001.06
  On 10/27/21 I paid $720, they received the payment on 10/30/21. However, they put the $720 into suspense until 11/3/21.
  On 11/3/21 Community Loan applied ****** + ****** ($******) to principal and ***** + ***** ($172.66) to interest, leaving $0.12 in suspenseuntil 11/5.
  Common math will tell you: $16,001.06 ****** = $********* balance.
  
  First, my payment should have been applied on 10/30, including the $0.12, when they received the payment on 10/30 instead of waiting until 11/3/21 to apply the payment.
  
  Second: Common math will tell you that: $16,001.06 (balance on 10/1/21) ****** (applied to principal on 11/3/21) = $ ********* principal balance.
  
  However, Community Loan has: $14,129.19 principal + ******** deferred = $********* as the total principal balance. (as provided by them in the loan history they sent). Which is $475.05 higher than it should be.
  
  There calculation and data entry on 11/3/21 is incorrect. Something is not correct.
  
  There are 3 restricted loan maintenance transactions on 11/3/21.
  one is +$1,324.65,
  the next is zero,
  the next is -$********
  
  Which creates the $475.05 difference in my loan balance.
  
  That difference is still on my loan as of today. Again, I have contacted Community ***** Mr. ****** (or RightPath or Nationstar, LLC) and Select Portfolio Services **************
  
  Explain to me how $16,001.06 ****** = ********* when it is clearly $**********
  
  As you will see from the attached loan amortization schedule, along with the loan history sent by Community Loan (in the communication received from Community), this was never corrected and my loan is $475.05 higher than it should be.
  
  Regarding the insurance, again, I have had my own insurance and have paid the property taxes myself since the inception of the loan in ****. I never asked Community Loan to pay the insurance, and they had no right to add an escrow to my account. As far as the disbursed premium payment in the amount of $153.41 on April 11, 2022, and another insurance premium of $51.14 on April 28, 2022.
  
  Who did they disburse this payment to? Because, as I stated, I paid the insurance my self. If they paid my insurance company, it was not credited to my insurance premiums.
  
  I do see on the loan history Community Loan sent that the $204.55 was refunded to my account and sent to Mr. ******* so I will be addressing that issue with Mr. ******* Mr. ****** added an escrow shortage and escrow to my loan, and increased my payments $99.01 a month to cover said escrow. I have also sent Mr. ****** several letters and uploaded documents to their complaint cloud, and the issue is still unresolved.
  
  Even though Community Loan does not currently own or service my loan, the $475.05 error is their mistake and needs to be corrected.
  
  Sincerely,
  
  ***************************

  Business response

  07/06/2023

  Please see Community's response attached.

  Customer response

  07/12/2023

   
  Complaint: 20179698
  
  I am rejecting this response because:

   I do not agree with their explaination of my loan balance. It does not make sense.
  
  
  I previously sent the loan schedule of my payments and what was applied to principal. Community Wide has also sent their summary of transactions.
  
  
  If you look at Community Wide summary, the error is on their end. It just does not add up to what they say. It doesnt matter where they applied the payments, in the end, the balance should be the same.
  
  
  
  
  Balance on 6/21 $16,001.26
  10/30 paid $720 - 547.22 (applied to principal)
  Balance $15,433.84
  12/22 paid $720 -656.11 (applied to principal)
  Balance $14,797.73
  4/8 paid $720 -561.55 (applied to principal)
  Balance $14,236.18
  4/27 paid $360 -283.28 (applied to principal)
  Balance $13,952.90
  
  
  Community Wide shows a total loan balance of: $12,628.13
  Plus: amount defferred 1,799.70
  Total $14,427.83
  
  
  Therefore, Community Wide is showing a balance $474.93 higher than my loan balance should be.
  
  Sincerely,
  
  ***************************

  Business response

  07/21/2023

  Please see Community's response to the rebuttal.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have observed that you have listed an alleged debt on my consumer report without any prior communication. I demand that you provide the ****c for this account. It is unjust to report this account and have it displayed on my consumer report. I have enclosed my complaint letter for your review, and I expect a careful examination of its contents. If this matter is not addressed appropriately, I will pursue legal action against your organization.

  Business response

  05/23/2023

  Please see Community's response attached.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As explained and detailed on my email to Community Service, it was agreed and an Order was signed by a judge that I would pay a total of $89,272.20 however the trustee made payments in the amount of $107,387.39. The account was overpaid in the amount of $18,115.19. I am seeking reimbursement of the OVERPAID AMOUNT OF $18,115.19.

  Business response

  04/19/2023

  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. ↩