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For 5 months I have been "fighting" with Bayview Loan Servicing about paying my mortgage. All I want to do is pay my mortgage.

In October 2013, I asked Mayle Garcia if I could get a 1 month extension on my mortgage. She said Bayview doesn't do that. I asked if I could refinance my home for a lower payment, she informed me Bayview does not refinance but could modify it for a lower interest rate. At that point, I was not having issues nor had I had issues with my mortgage, although money was starting to get tight and with the holidays around the corner, it was only going to get worse. I had repeatedly heard that if you contact your mortgage company for help, its better than going past due. So I did. And I regret the few minutes Mayle Garcia spent with me not helping me and seemingly devising a plan to make my life miserable. I felt I deserved a lower than 9.25% interest rate for my consistent on-time, in full payments for more than 8 years and lower monthly payments would help in the coming holiday months. In addition, the previous year was not so very good to me. I had $18000 (THOUSAND) in home repairs (not improvements, REPAIRS needed for safely and healthily living in my home,) a drastic more than $1000 a month pay cut due a change in my companyโ€™s pay plans (I have been there for more than 10 years!) car repairs and due to the financial hardships, my credit card debt escalated. This is life, no one's fault, just the luck of the draw all in a short period of time. However, these circumstance all fell under the reasons to modify on the hardship application that Mayle Garcia said I had to fill out if I wanted a lower interest rate. She failed to get back to me and I, the unknowing consumer, assumed I qualified since I had 4 OF THE 6 boxes marked for reasons to request a modification.

I continuously called for a status update only to leave unreturned messages. Finally, after my payment was past due, Mayle Garcia answered and very dispassionately said "you don't qualify." Nothing else. No, "I'm sorry, Mrs. Trumblee, I haven't gotten back to you. (She explained this away with "I was busy" when I asked her why she didnโ€™t call me back) I didn't get a concerned-about-my-situation asset manager that said "I tried to help you and I was unable to make it work. I wish I could have done more but your income disqualified you for any type of review." Instead I got, in answer to my question, "You make too much money." Nothing else. I tried to ask questions about the procedure but she only in answered in very short, monotone scripted few word answers โ€œyou make too much money.โ€ My biggest concern was why my application wouldn't even be looked at because of my income. The outgoing income far exceeded my incoming income because of the hardships so I felt my reasons should be reviewed based on that, not one item on the whole several page application. If that was the case, there should have been one question on the form: โ€œHow much do you make?" I paid Octoberโ€™s payment on the last day of October (which was Novembers mortgage payment.)

Moving on with this saga, it was now November. I found out my mortgage was escrowed. Mayle said it was standard when a mortgage got modified. I reminded her mine did not get modified. She said it is automatically escrowed when I apply. I told her she never told me that or I would have given her the info to prove I pay my own separately. She said it was in my paperwork. I reviewed my paperwork, it was not there. I later asked her to tell me where it was and told her I read everything and it was not in my paperwork. Her response: "Well, its standard." She could not or would not tell me where I had signed agreeing to this. At Mayle Garcia's request, I submitted proof that I paid and was current on both my taxes and insurance. She also requested I fax a letter requesting no escrow on my mortgage. I did. I have no money to pay Novemberโ€™s mortgage though since I used Novemberโ€™s money to pay Octoberโ€™s mortgage. And my escrow situation was not fixed. I chased Mayle down several times via phone and got no reply. After a few weeks, Mayle finally answered and said she was out sick. No one could help me because she was my asset manager. I asked her why she doesn't call me back and why I have to repeatedly call her just to stay on top, to make sure I have done what I need to do and things are getting taken care of. Her response "I am busy." At this time, she said she couldn't find the proof and letter I faxed in and requested I do it again. So I did. I have not made my November yet because I was waiting on Mayle Garcia to call me back about getting it fixed. But money is tight anyway due to the time of year and me already struggling from initially in October when all I wanted was a month extension.

Moving to December, (which by the way netted another $1000 car repair so I could get back and forth to work) Mayle Garcia still had not corrected my mortgage. In December, my mortgage was still escrowed. I found out because my insurance company called me and said it was cancelled by my mortgage company. Here I go again. I chased Mayle Garcia down again and she said I had to get the refund check from the insurance company and mail it to them. Once I did that, they could unescrow my account but they couldnโ€™t until I paid them back for their own mistake that they refused to fix themselves and because BAYVIEW paid my insurance without my authorization. This was not easy, I had to spend so much time these past few months being a โ€œgopherโ€ for Mayle Garcia who constantly requested I fax this, get that, mail that, fill out this etc. I began to feel that Bayview is one of those mortgage companies that deliberately make your life miserable so you will give up since human nature is to take the path of least resistance. Finally Mayle Garcia suggested I get put on a repayment plan for the 1 month I needed to make up. (Why didnโ€™t she suggest this when I asked for a 1 moth extension instead of a modifucaton?) I agreed after Mayle Garcia said I could pay it all off when I got my taxes but first I had to pay. I paid $500 on 12-12-13, another $500 on 12-23-13 which apparently was still escrowed and I do not know how my money was applied to my mortgage.

On 1-3-14, $554 was applied to my account. It was the check from my insurance company that I was able to get refunded to me. This also caused further issues with my automatic EFT that paid my homeowners insurance. I donโ€™t know where this money is going, I am paying what Mayle Garcia said I had to. On 1-22-14, I paid my standard mortgage payment of $920.74. I called Mayle again, I was still escrowed. She said I had to fax in a request to get unescrowed and provide proof. I reminded her I have done that several times for her. She said I had to do it again and it had to go under review. I did. AGAIN.

Now itโ€™s February. I received a statement that said I was due 2-1-14 (Mayle Garcia said my due date changed due to the modification even though I didnโ€™t get a modification and my due date was now the 24th of each month) The statement also said if I did not pay by MARCH 16, 2014 it would incur a late fee. DUE 2-1-14 BUT NO LATE FEE UNTIL MARCH 16 2014? The remittance portion of my statement said it was due JULY 24, 2014. My statement is still reflecting escrow. My suspicions that Bayview does not have it all together were confirmed with this one statement. But I paid $1200 of my $1086 agreed upon repayment plan. I immediately called Mayle Garcia and asked how much was left so I could plan to pay out of my taxes and by March be ready to make a standard $921 monthly payment (because clearly Bayview doesnโ€™t care about their mortgage payers to help them for just 1 month out of 8 years because nothing bad should ever happen to a Bayview Loan Servicing payer and if it does and you ask for help, they will make your life a living ***.) Mayle Garcia quoted me upwards of $2800 to get current. I asked why, she said I was escrowed and had to finish paying for that to get back on track. I reminded Mayle Garcia about months past of me providing this info she requested to get unescrowed. She acknowledged, said to call back Friday and she would have it figured out. I called back Friday, she still said I had to pay the escrow because it was going to take a while for review. I asked Mayle Garcia why she didnโ€™t help me, I told her I felt she was deliberately doing this, I told her she had no compassion and all I wanted to do was pay my mortgage payment. I told her I did the right thing by contacting them before I knew a financial hardship was coming and all I wanted was for her to help me get it back to where it was but she will not follow through with what she tells me she will do, she will not manage my account appropriately, she keeps making me do the same thing over and over again and she will not even call me back. I asked her why she would not help me and why she wonโ€™t get it taken care of. I asked her why I keep getting the run around from her. I told her I was tired of chasing her down just to get the same scripted response from her each time. Her reply to me was โ€œIโ€™m not the one calling you, you keep calling me so stop calling me.โ€ I attempted to get help from someone else because Mayle Garcia clearly didnโ€™t want to help me.

Everythime I called, I got transferred to Mayle Garciaโ€™s voicemail. I was finally able to put in an incorrect account number numerous times to talk to someone else but each time they asked for my account number they immediately transferred me to Mayle Garciaโ€™s voicemail. Eventually I started each conversation with โ€œDonโ€™t transfer me to Mayle Garcia, she told me to stop calling her.โ€ This got someone to listen to me before they immediately transferred me. Of course neither Heather, Sergio, Jose, Douglas, Jusette, Kyle nor Guillermo could help me. Trust me, it is not for lack of trying to get this resolved on my end. As you can clearly see, I do everything Bayview has asked me to do, I am paying, I am calling for follow up and status etc so I am clearly trying to get it resolved and not ignore an issue.

Itโ€™s March 2014, 5 months later, I am still fighting to get my mortgage fixed. Most of the above mentioned representatives saw the notes or at least some of the notes. Douglas said it would be resolved no later than 3-14-14. I called back, it wasnโ€™t. I spoke to Guillermo on Monday 3-17-14 and he said I needed to provide proof of paying my own insurance and taxes. He advised I just continue paying the escrow and once they get it resolved, they will refund me. REALLY? They have been working on resolving this issue for 5 months now. On that very same day, I went to the tax office and had them fax to 305-646-**** my proof of taxes paid. I called my insurance agent who three wayed with Guillermo to have me authorize him to discuss the insurance portion requested. I was assured it was good to go. I called back 3-18-14 and was told that it was received and would be resolved by Friday 3-21-14. It wasnโ€™t. I tried to call and get a status but after I got placed on hold, the phone โ€œdisconnectedโ€ EVERY SINGLE TIME. After the third time, I stopped calling. On 3-24-14 I attempted to make my ONTIME payment online but my account reflected I was past due and had to call. I was not past due. So I called. The automatic system advised I would be charged an additional $5 to pay by phone. I will not pay an additional fee for Bayviews mistake. I finally got through to Kyle who would be happy to assist me for a $10 fee. I explained why I refused to pay the additional fee, he reduced it to $5, I still refused, He finally waived it and I paid my MINIMUM payment. Kyle said it was noted that it would be resolved by 4-4-14 AFTER I SUBMITTED ANOTHER LETTER REQUESTING NO ESCROW. I asked Kyle why I had to submit yet another letter, I had already submitted multiple times and Guillermo and Mayle Garcia should have copies. He said it was his experience that if just do what they say, it goes much quicker. I asked him how many times I had to submit it, he said he could only advise me it would be better if I just submit it again. I DID NOT submit another letter as I am tired of being the butt of Bayviews jokes to see how much of a puppet I will be for them. March 24, 2014 I received a letter from Bayview โ€œthanking me for being a valued customerโ€ and that they received a request for MORTGAGE ASSISTANCE ON MARCH 21, 2014! This never happened. I did request assistance since OCTOBER 2013 and was denied. The letter also advised me that should they need additional information, they will be in contact with me within 5 business days. Really? I have been chasing them down for 5 months JUST TO PAY MY MORTGAGE. The letter also promises IF I PROVIDED COMPLETE INFORMATION, THERE WILL BE A RESOLUTION NO LATER THAN 4-4-14.

At the beginning of this ordeal, I never expected I was going to have to go through this. I had always paid my mortgage, I had never had any issues because I never communicated with Bayview. I just paid. I trusted Mayle Garcia when I first initiated contact to get a 1 month extension and she steered me toward a modification. I thought I was doing the right thing by contacting my mortgage company instead of going deliberately delinquent and not paying my responsibilities. Because I never anticipated my life to be turned upside down, I was negligent in keeping accurate records in the beginning. Due to my inexperience, I failed to log each contact but I know when I am being done wrong and I do have copies of everything I have signed and faxed in, just not each date and who I spoke with initially. Who knew doing the right thing would turn out to be one of the biggest mistakes I have ever made? I now understand why people give up. I understand more why mortgage companies make your life miserable. I understand why people donโ€™t more often try to do the right thing. I wonโ€™t lie, the thought has crossed my mind to find a lawyer to look into this. I donโ€™t know how though. The thought to walk away and let them have my property is heavy on my mind. I can rebuild my credit eventually. I can let another homeowner take the $18000 home repair costs while I pay less for rent. It would be better for my finances, my stress level and my emotional well being. But this is my home. What should I let a shady company take it away from me? I need help. I donโ€™t know what kind or from who but I know something is not right at Bayview Loan Servicing.

Monetary Loss: $2500.

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