LAKEVIEW LOAN SERVICING, LLC

2019-12-05

Rochester, WA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: My husband and I recently refinanced our home. We were issued a payoff notice from Lakeview loan servicing on XXXX for a total payoff of {$230000.00} good through XX/XX/XXXX. We closed and funded on XX/XX/XXXX and our escrow company wired the payoff amount of {$230000.00}. On the XXXX, we received a call from Lakeview loan servicing stating that they had rejected and were returning the wire paying off the loan. We immediately informed the escrow officer who called and was on hold with them for over 45 minutes before she was disconnected and was unable to get through to them again. The small bit of information she was able to glean was that the payoff amount had gone up with no additional explanation provided. After multiple additional phone calls and emails, our escrow officer finally received a response on XXXX with a NEW payoff amount of {$230000.00} which was issued on XX/XX/XXXX. AFTER we had closed the loan. Our original payoff, received XXXX, was good through XX/XX/XXXX so this should never have become an issue. At this point, we have spent hours on the phone with their customer service members and has not been able to make any progress. They told usr that the loan will be reporting as delinquent if not paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-12-02

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-12-02

Lubbock, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-12-01

Gillette, WY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-29

South Florida, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: My home in XXXX XXXX< Florida was badly damaged in Hurricane Michael, after hiring a Public Adjuster I received my final insurance settlement on XX/XX/2019. I mailed the checks to Lakeview loan servicing XXXX, ( XXXX XXXX XXXX ), who bought my V A loan. I began the process to repair the home. I submitted contractor information and invoices, all were denied with no reason given, I hired a GC, Licensed roofing contractor, that all the other homeowners in my quadraplex agreed on, paperwork was denied. The contractor has done the work for all of us everyone else had no problem getting payment approved. I paid for emergency services, right after the storm, claim denied, local licensed contractor. I applied to the SBA Disaster Assistance Disbursement center, was granted a relocation loan to pay off the balance of the mortgage and borrow the money to buy a new home, I notified the mortgage company in writing of this transaction from the beginning, after 6 months of hard work on the part Mr. XXXX XXXX, and Ms XXXX XXXX of the SBA Disaster Assistance center, we made arrangements to finalize the loan, XXXX XXXX denied us access to escrow money ( {$230000.00} ) from my insurance settlement, they have blocked and denied all efforts to pay off the loan, and now insist that we pay {$270000.00} to close out the loan? I just want to be free of these criminals, I have been homeless for a year, I am a XXXX Veteran and this is a V A loan, how can they keep the money, offer no co-operation to the SBA and just behave as if this money is theirs? I have been lied to so many times I can't count them, have sent documents from the SBA and many faxes requesting closure, all denied, the SBA and myself started the closure process with a conference call on XX/XX/2019, the company is still stonewalling us, sent me an email saying that this has been resolved, no documents, one phone call, saying that they did not know how things got this way. I have sat down with the Veterans Justice Outreach Program, and spoken with an attorney, have filed a complaint with the Florida Office of Financial Regulation, as suggested, know I ask you please help, these people are doing the same thing to a lot of other people, XXXX XXXX service members, Veterans and many more, check them out on XXXX site, lots of complaints. Thank you for any assistance XXXX XXXX XXXX XXXX, XXXX XXXX XXXX " XXXX XXXX '' XXXX XXXX XXXX XXXX, FL C/O XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX< FL XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Berthoud, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX, XXXX I contacted the payoff dept of Lakeview Loan Servicing , LLC . They provided me with the payoff amount for our loan and stated the full escrow payment, including my insurance pay out would be dispersed within 21 days. They received the full payoff of our loan on Friday, XX/XX/2019. XX/XX/2019 - I received my escrow check for the {$2700.00} but not my insurance amt of {$100000.00}. I waited since I thought this might take additional time, and my family was dealing with a death in our family so it wasn't a top priority for me at the time. XX/XX/XXXX, XXXX I called Lakeview Loan Servicing , LLC . and spoke with several customer service reps to get an update on my additional insurance funds of {$100000.00}. After 1.5 hrs on the phone ( mostly on hold ) no one could tell me the status of these funds, if they were released, pending release or when I could expect my check. They stated they would submit a request to have a supervisor contact within 24-48 hrs. This is the 2nd major issue we've had with XXXX XXXX within 6 months. This company is way over due for an audit to determine what steps should be taken to monitor their lack of business ethics to protect other consumers. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Warrenton, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On a weekday between the XXXX and XXXX of XX/XX/2019 my mortgage company attempted to call me to let me know that my account was overdue. I had paid my mortgage payment on XX/XX/XXXX but I had not included {$390.00} in escrow payment because my loan to value currently is below the threshold needed to charge this amount. Since that time the company attempts to call me daily up to 3 times a day to collect a payment for the missing escrow value in an amount higher than {$500.00}. I do not owe them this money ; I have no written agreement or contract with the company ; they are attempting to collect monies not due to them which violates the Debt Collection Act of 1982.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Fresno, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: First time home buyer, FHA loan. 1st it took them 6 months to locate my 1st months payment. ( My loan was sold ). Then I receive notice my insurance has not been paid and my XXXX property taxes have defaulted. I've called multiple times. I've emailed multiple times and have not heard anything. So many people have had issues with Lakeview loancare llc and yet consumers are forced to continue to deal with this stress. Please, how do we escape the unprofessionalism, uneducated and un-empathetic company. I'm terrified I will lose my home. Please help. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ca
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-22

Harsens Is, MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage servicer has been misapplying my payments repeatedly over the course of the last 5 months. We have called and had the process reversed numerous times. Even though we have a current monthly payment due in less than 30 days ( making payment in the current month I should be paying ) they are posting them as principal curtailments and assessing late fees. This has caused multiple hours on the phone including multiple reps stating the last person who was supposed to fix the issue didn't do it. One of the occurrences took multiple calls over 2 months to fix. They have just again, misapplied my payment for XX/XX/XXXX as a principal curtailment. I can't even keep up with their deceptive math to ensure my account is where it should be and that all of my payments were posted properly. At this point, I'm also concerned for my credit which has certainly had my mortgage debt reported low and then high and then low and then high again. This is out of control. At no point have payments been made early enough for them to ever be considered a curtailment. Example, every payment for the XXXX of the month due date has been made in the middle of the previous month ( 2 payments for XX/XX/XXXX due date made during XXXX ). I have been told by their own rep it is a glitch in their system that searches and automatically does this to people. Even if their current payment is due, they will post as a curtailment to anyone who splits their payment and has money sitting in suspense until they have the full payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-21

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-18

Yelm, WA

Incorrect information on your report

Mortgage: FHA mortgage

Company Response: In progress

Timely Response

2019-11-18

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The new servicing company is charging me " pay by phone fees '' when I have never paid by phone. I have contacted them, they didn't respond to me. They responded to you in my last complaint with you XXXX by lying and telling you that I paid by phone, when I haven't. I need someone to help me with this company and getting my unsubstantiated fees, back. I was transferred to the Massachusetts XXXX XXXX by one of your representatives, but they transferred me a couple times to no avail. How does a servicing company get away with this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-18

Bohemia, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-16

Hattiesburg, MS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-15

Tucson, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After closing on my mortgage refinance, the new mortgage servicing was transfered from XXXX XXXX XXXX ( XXXX, AZ ) to Lakeview/XXXX XXXX ( XXXX XXXX XXXX, CA ). Unfortunately, Lakeview/XXXX XXXX did not properly review the closing documents, did not pay on time the homeowners insurance ( despite this being clearly disclosed on the hazard insurance endorsement letter ) and did not update my mailing address to correct address ( this was disclosed on the Impound authorization and first payment notification sheet )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-14

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-14

Visalia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-14

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I want to complain about XXXX XXXX XXXX, servicing by XXXX. This company gives an extremely hard time to customers in order to remove PMI. I bought my house in XX/XX/XXXX, by paying 10 % down payment and paying {$100.00} PMI ( mortgage insurance ) each month. In my loan document, it says I could pre-pay more principal anytime to make the loan amount < 80 % of the house purchase price and remove PMI. However, from early this year around XXXX XXXX, I contacted XXXX to ask about how to do pre-payment of principal and remove PMI but I was told I was not allowed to pre-pay any principal and remove PMI in the first two years! In the summer around XXXX, I called and got the same answer. However, my loan document has NO such rules. Finally, XX/XX/XXXX, I found out I COULD pre-pay more principal on the online account and my loan to house value ratio became around 79 %. Immediately I requested online to remove my PMI. Later I called their insurance division and was told it would take them at least 30 days to review my request but later was told they were sure I could not remove PMI because of some government rules but they refused to tell me. On XX/XX/XXXX, I found on the online account, it wrote : " The Homeowners Protection of 1998 gives you the right to request the cancellation of the PMI premium that is added to your loan payments. If you do not request cancellation, and you are current on your loan payments, then PMI will terminate automatically : On the date the principal balance of your loan is first scheduled to reach 78 % of the original property value. '' I immediately paid more principal to make the ratio of loan to house price to 77.2 %. However, till now ( 2 weeks later ), the online payment still shows I need to continue to pay the PMI! Finally I reached their " real '' customer service to tell me what happened about PMI. I was told my loan to value ratio was fine now. However, I had to send them a check to pay a fee ( {$100.00} or more depending on the market price ) for a new quick appraisal on my house to make sure my house value did not drop!!! Think about how long they want to waste my time to drop PMI!! I will have to mail them a check to pay this appraisal, then they let me schedule the third party to come to do the appraisal which might take another 2 to 4 weeks. After they receive the appraisal report, it will take them another 30 days to remove PMI if they finally say yes. So in total, it will take at least 2 months in order to let me pay the appraisal and remove PMI. At the same time, they continue to charge me PMI!!! I have never heard any other loan company to give customers such a hard time to remove PMI with all the lies and delaying the process. This is illegal to keep pushing me to pay PMI. Crazy experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-08

Rochester, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To whom it may concern, Summary : I believe that we are suffering collateral damage as a result of our mortgage being sold. The new mortgage servicer, Lakeview Loan Servicing, said they will not allow us to cancel PMI for at least two years. Our original loan company, XXXX XXXX, stated we could cancel in as early as one year. I believe the discrepancy is due to conflicting interpretations of the definition of " Good Payment History '' in relation to the Homeowners Protection Act of 1988. Details : In XX/XX/2019, we were working through the loan application process with XXXX XXXX at XXXX XXXX. At the time, she told us that we could remove PMI in as early as a year with an appraisal as long as we've had good payment history and are at 20 % equity. Per our final contract, we are subject to the Homeowners Protection Act of 1988, which has the following definition of good payment history : [ The term good payment history means, with respect to a mortgagor, that the mortgagor has not ( A ) made a mortgage payment that was 60 days or longer past due during the 12-month period beginning 24 months before the later of ( i ) the date on which the mortgage reaches the cancellation date, or ( ii ) the date that the mortgagor submits a request for cancellation under section 4902 ( a ) ( 1 ) of this title ; or ( B ) made a mortgage payment that was 30 days or longer past due during the 12-month period preceding the later of ( i ) the date on which the mortgage reaches the cancellation date, or ( ii ) the date that the mortgagor submits a request for cancellation under section 4902 ( a ) ( 1 ) of this title ] We will achieve " good payment status '' after 12 months according to section B of this definition, which matches the statement made by XXXX XXXX on behalf of XXXX XXXX. I submitted an inquiry to Lakeview Loan Servicing on XX/XX/2019 about removing PMI. I did not expect to have it removed at this time, as I knew we did not have 1 year of good payments, but I wanted to verify that the lump sum we put onto our principal balance would be enough to get us to 20 % equity. I received a letter from Lakeview Loan Servicing on XX/XX/2019 ( dated XX/XX/2019 ) stating that we did not meet the LTV requirements to have PMI cancelled. Another representative from that company had confirmed that we were above 20 % equity, so I called Lakeview Loan Servicing on XX/XX/2019 to inquire further. I spoke to XXXX, the customer service representative, who told me that ( contrary to the letter we received ) the actual reason the request was denied was because we did not fulfill the " good payment status '' requirement of 2 years. I asked if there was any way we could have the PMI removed after 1 year and she said no. I told her that contradicted what our original loan company said, and she said that we still would need to wait 2 years to remove the PMI. I believe that we are entitled to having PMI removed after 12 months of timely payments provided we meet all other requirements per the Homeowners Protection Act of 1988.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-07

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My servicing company is Lakeview Loan Servicing. They are always charging a XXXX fee even though my loan payment is paid on time prior to the XXXX. I've made multiple attempts to get this resolved and stated they would have someone call me back. No one ever calls me back. I've submitted 3 online inquiries and no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-07

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I reached out to Lakeview Loan Service and inquired about removing my escrow because my home is worth XXXX and I owe XXXX ( I owe less than 80 % ). I was instructed on what to do, which I did. I payed my yearly insurance which was {$1700.00} dollars and I sent Lakeview the receipt. Lakeview turns around a payes the insurance company {$2800.00} dollars and now ( XXXX XXXX XXXX XXXX XXXX wants to return {$2800.00} dollars to me. I have called Lakeview almost every day and I get no help, they instruct me to mail my request and no one reaches out to me. I also emailed Lakeview my tax receipt for the taxes that I payed a few days ago, but again I get no answer back and when I call, I get the same result- Im told to mail in the information. I dont want Lakeview paying the taxes again like they did with the insurance, please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-07

New Britain, CT

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-11-05

Jacksonville, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-05

Spotsylvania, VA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Chula Vista, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX TO : LAKEVIEW LOAN SERVICING LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX, CA XXXX. Specifically the escrow balance and disbursement. I received an annual escrow account statement around XX/XX/XXXX describing a new mortgage monthly change due to shortage in the escrow account. I have never had escrow under this account since the original loan setup date on XX/XX/XXXX. What is more disturbing is that there have been claims of two disbursement checks made by LAKEVIEW LOAN SERVICING to XXXX XXXX COUNTY TAXES in the amount {$2700.00} ( check # XXXX ) and {$3100.00} ( check # XXXX ) on XX/XX/XXXX for XX/XX/XXXX-XX/XX/XXXX back taxes that were never received or recorded by the XXXX XXXX COUNTY TAXES. What is more disturbing is that we have already made the tax payment of {$2700.00} on XX/XX/XXXX and today has resolved the back taxes for XX/XX/XXXX-XX/XX/XXXX of {$3200.00} on XX/XX/XXXX. I have attempted numerous times to resolve this escrow accounting error or possibly fraud through several representatives and the case has been promised to escalated to a supervisor many times, yet after more than a month this issue remains unresolved with no contact from the escrow department. My monthly payment statement is still showing the disbursements as a negative balance on my escrow account, thus generating an increase in our mortgage payment from the usual amount of around {$4000.00} to {$5400.00}. I will continue to make my usual payment amount and wish this matter to be investigated and resolved immediately with adjustments reflecting a true statement. The county taxes have already been cleared and is now current. I need this to be resolved immediately with 1. Investigate the two missing checks that were supposedly sent to XXXX XXXX COUNTY TAXES that were never received. CHECK # XXXX & XXXX. 2. Adjustments and corrections to the escrow and mortgage account showing the true current mortgage monthly payment and monthly statement. 3. Close the escrow account that we have never had nor opened in the first place. Update : XX/XX/XXXX I spoke to a supervisor at LAKEVIEW LOAN SERVICING LLC name XXXX agent # XXXX regarding making the usual mortgage payment without the escrow errors and was told that any partial payments would be denied and the account would be in default. Asked why this matter has not been resolved in more than a month and was told that they are still investigating the missing checks and in the meantime I need to make whatever payments that are recorded in my statement account, whether it is a {>= $1,000,000} accounting error or not, I would have to make those payments and they can not accept any partial payments. When pressed if this matter will be resolved anytime soon, I was told that it has been escalated only. If you need to contact me, I can be reached at ( XXXX ) XXXX, XXXX, XXXX XXXX CA XXXX OR XXXX Sincerely, XXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response