Community Loan Servicing

My parents were approved for a senior citizen tax exemption. Tax refund was sent by the county to the mortgage company. Was told by Community Loan Servicing that things were being taken care of and should be ready in a couple weeks. Well, it's been MONTHS of runarounds. Can't get through on the phone and can't get any email reply. Extremely frustrating. Highly unprofessional, unethical, and seems downright illegal.

Community Loan takes long to answer my call or return my call. They send letters out stating that we need to reach out to them as soon as possible. If not, we can lose our home but when we called, they never answered. We did emails, but they never really respond. We have to wait on the line for hours. Sometimes, the phone just drops. We finally got someone and it was very brief. We tried to get ahold of them again and it was the same thing.

The customer service people were friendly. But I just got a bill in the mail that's $2,000 more than what we had discussed. I asked if there were going to be any additional fees I needed to be aware of so I could prep for that payment. I was told that there would just be a monthly payment. Now, I'm sitting with a bill that's a whole lot more than what they quoted me. That's a little bit unnerving. Other than that, the terms are fair. They just need to be more detailed when giving explanations so that people are fully prepared for payments that are coming their way.

This is one of the worst servicing companies I have ever worked with. I work as a commercial lender and also invest my personal money into real estate, so have a lot of experience with loan servicing. Community Loan Servicing may be one of the worst servicers I have seen, and I have worked with some fairly bad ones. They failed to pay my flood insurance after I repeatedly called them for over 2 months. They kept telling me that the insurance premium was paid, and I believed them the first 2 calls. Then after following up with the insurance company they kept reiterating that the premium had NOT been paid by Community Loan Servicing. Therefore, I kept calling Community Loan Servicing to ask for a proof of payment. Again they said they would send me the proof of payment right away, but it never showed up.

Community Loan Servicing’s service was good but I always had difficulty logging in to the website. I had a dream I'd be able to log in without trouble and I never have. But the people were very good. The reps did their best. How long the process takes depend on the cases and transferring me to different places. But it’s within a reasonable time.

My experience with Community Loan Servicing has been fine.

I've had a good experience with Community Loan Servicing. I was going through a modification and right in the middle of my modification was when Community took over. We finished that up then we went right into pandemic, which worked out in my favor. They've been nothing but kind. I wanted to write the president a note saying how generous they were as a single person trying to make all these ends meet. The problem with me was in my condo, they also hit us up with a $12,000 special assessment. When I started here, they were 200 to 500, and now they're almost 800. It happened the same time between not working and getting that hit up. It worked out in my favor because Community Loan Servicing was so kind about me putting my mortgage on the back end.

I purchased a 4th house for a rental before my wife and I went on our church mission. For the past 10 years my mortgages were on auto pay with additional money going to principal. Which is why I could go on a mission early, I had 3 debt-free rental properties. Since this was a new loan it was not paid off before leaving on mission. We once again were on auto pay, the loan was sold to Community Loan Servicing. Everything including autopay was supposed to stay, (nothing would change). Wrong, the auto pay fell off and their crappy service would NOT allow me to put it back on auto pay. So my payment was late, the first thing they did was ding my credit. I wrote a letter and even called customer service, NOPE the lady was even rude and almost proud about the fact they ding my credit. 10 years no late mortgage payment until Community Loan Servicing. I would actually MORE money to change who serviced my loan at this point.

It's been good so far with the reps. The only hiccup was that they didn't get my flood insurance transferred over, so I hope they didn't charge me.

I have been on forbearance because of the pandemic and now that I'm trying to work something out to get my mortgage back on track all I get is the run-a-round. I have been working with them since November 2021 and have filled out all necessary paperwork. After months of waiting was denied because they said I needed a document but I never heard from them until the denial. Now going through the process all over again I now have been denied saying I lack a document that I sent them in March! Getting fed up and the person I have been assigned to I don't think exist because she has a generic phone number and never answers emails. I have been trying to reach her since January.