LAKEVIEW LOAN SERVICING, LLC

2019-04-06

Brentwood, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have tried to contact them on several occasions in the last few weeks and have spent over an hour on hold on the phone, and still have yet to speak to anyone about the escrow acct shortage which they manage, and now they are trying to make me pay for there mismanagement. I never had this problem when XXXX held the loan and had reserve left over when XXXX held the loan and the payment never increased. Now they are trying to increase my mortgage payment to make up the difference that is they're responsibility. If I pay the amount the mortgage payment still increases if I don't pay it goes up almost 100.00 is XXXX. They need to fix this and not at my expense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-05

Harrisburg, VA

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

2019-04-05

Federal Way, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Lakeview Loan Servicing company prepared an escrow analysis in XX/XX/XXXX. Their analysis was faulty, and resulted in them issuing me a refund check for overpayment while simultaneously raising my required monthly payment due to an " escrow shortage ''. I contacted them by phone, and email with the information that they did not use the correct property tax information ( my property taxes for XXXX are significantly lower than for XXXX ). I also asked for an explanation why I was not offered the option of updating the escrow balance rather than being forced to make a higher monthly payment. This contact occurred on XX/XX/XXXX, and I was told I would hear back within 15 days at the longest ( attached document from XXXX XXXX was included to verify tax amounts ). The only contact I have received from Lakeview Loan Servicing was a solicitation to refinance my loan from an " affiliated party '' which I had not asked for, or authorized. I followed up with more email requests on XXXX XXXX, and again on XX/XX/XXXX, but never received any reply. Today, I received email notification that escrow disbursed funds for my property taxes in the amount I stated was due when I alerted them to their faulty escrow analysis, but still have no acknowledgment that they are collecting too much for my escrow, nor any other reply to my inquiry. I have made it clear I wish for my payment to go back to the prior, lower amount, but can not get any answer. In the past, when escrow analysis revealed a possible shortage, I was offered the option to correct this with a single payment rather than requiring a higher recurring monthly payment which presents a hardship. I simply want Lakeview to acknowledge the math, and their mistake so that I can get back to the monthly payment required per the Note on my loan. At this point, they again have excess funds in escrow, and yet refuse to respond, or lower my monthly payment accordingly which is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-04

PA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received a letter that I would have a tax shortage in XXXX. The lender indicated I could pay the shortage or have a new monthly payment amount. I returned the letter with the included slip paying the tax shortage to keep my mortgage payment about the same. What the slip said it would be. I include a photo of this document. The company XXXX XXXX decided to take my tax shortage payment and apply it to my principal. I have paid the amount indicated for my mortgage every month since XX/XX/XXXX. However since they applied this to my principal my monthly mortgage increased to cover the tax shortage. I continue to pay what it should be and they refuse to fix the problem they created by applying the tax shortage to the principle. So essentially according to them my payment is approximately {$400.00} short every month I have repeatedly called and explained this to customer service. Each time I call they say they recognize the problem and its being fixed meanwhile they keep dinging my credit score and do not fix there mistake. Managers keep telling me that my credit will be fixed once they fix the problem but they have yet to fix the problem. Each time I call a manager says they will get the problem fixed and return my phone call and they never do and I end up calling again a few days later and explaining the whole situation to several people in customer service before I get to another manager who then repeats the same process and never follows through with it. My credit score has called 120 points because of this mistake by 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

2019-04-03

NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Company : XXXX Lakeview Please help us! You helped us in the past with this company. They used our Escrow money from our mortgage to pay taxes for a different lot #, Which lead us to receive several Delinquent Tax notices and notice our " DELINQUENT '' taxes would be auction off. After multiple attempts that I called personally to get this fixed. You reached out to them in the past which lead to them finally paying the 3 Quarters of taxes they did not pay. After we thought this was finally resolved. Our next Statements from Lakeview showed our escrow in a negative balance. So you call the mortgage company again ; they told us not to worry about it everything is fine and our account is update date. Now with the new year we get notified our Escrow account to go into the negative by {$3000.00}. Stating we have no escrow to pay our Taxes, etc.So they made our Monthly payments higher stating we have no money in our escrow account!! We pay on time every month. Accord to what I see here never fully fixed the first issue as they stated they did. Lakeview informed us it would come out of their own money. Since, it was them who used our Escrow money to pay another lot #. We noticed the money they so call paid our Town taxes with to solve this issue came out of our escrow again! Which lead to the negative {$3000.00} for us this new year. We never saw the adjust for the mistake they made never put back to our account. Each time we called they just told us " Yes, I see on the statement a negative balance. But in our records everything is okay and up to date. We just need to show that on the statements for records ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-03

Colfax, IN

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

2019-03-30

Aurora, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage the Lakeview Loan Servicing LLC manages. I have had my payment made through my bill pay service through XXXX XXXX for several years without issue. I received 2 notices From Lakeview at the beginning of XXXX that XXXX payment had not been made, that my account was delinquent, and that I had late payment fees. They also informed me in the letters that my XXXX payment had not been received yet either. When I called customer service i was on hold for almost an hour twice before I could talk to someone. Once I did the individual was extremely rude and treated me like i was lying to her, I did not catch her name, but I did ask to speak to her supervisor, i believe that call was on XX/XX/XXXX. The supervisor was XXXX XXXX, and she was very kind, gave me her name and direct phone line, and helped direct me to send and email to a customer service email address. She asked me to call her back when I had done that and she would help fix my issue. She also told me I can access all my account info online and on their mobile app. I called her back on these dates, left messages, and never received a call back to this date. XXXX XXXX XXXX XX/XX/XXXX. I registered my account online, and downloaded the mobil app. But neither of those features have worked, I can log onto both, but neither of them allow me to navigate the sites and see my account information or set up an automatic payment as they say they can. I had to get a XXXX XXXX representative on the phone on XX/XX/XXXX to help me find out where my payments had gone. They told me both my payments were sent to the same address we had always used, but neither had been cashed yet. The XXXX XXXX XXXX conference in Lakeview to see why the payments had not been made. The Lakeview rep said we have been using the wrong address, and gave us the correct one. He also got rid of my late payment fees and told us to send in new checks. The XXXX XXXX rep cancelled the bill pay checks we had sent, and I wrote 2 personal checks to Lakeview and sent in the mail. Those 2 payments were received and cashed and credited to my account. Then Lakeview received my XXXX bill pay check which I had cancelled with XXXX XXXX, the check with " the wrong address '' and they applied it to my account as well. But Lakeview still reported my late payment and delinquent account to the credit bureaus and I've taken over a 100 point decrease in my credit score. I have made many attempts to call Lakeview in regards to this matter, and my calls rarely get answered, most of the time they hand up on me. My call record is XXXX on hold for 30 minutes, spoke with rep. XX/XX/XXXX called with an option for call back feature, and they called back, this is the last time I was able to get a hold of anyone. This is when i inquired about the website and app not working, they said they reset my info on the webpage so try registering again. I tried and it didnt work. When I told them the app doesnt work, they just said " well sir, sometimes apps just dont work '' I called on XX/XX/XXXX no answer, no call back option, and they hung up on me. 2 more calls in the exact same manner on XX/XX/XXXX. I made a third attempt call on XX/XX/XXXX, I tried to speak with someone who could help with the website, and was on hold for 18 minutes before I hung up. XX/XX/XXXX called no answer, no call back option, on hold for 4 minutes before I hung up. The customer service this company gives is so bad that I cant even believe they are doing business. I just want someone to answer the phone, and help with my issues. I want my credit report to be fixed, and I have proof with my bank that we did everything we have been doing to submit payment on time. No of their options besides calling work disabling all customers from any help whatsoever because they wont answer calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-28

Omaha, NE

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In 2017 I was having trouble making my mortgage payments due to a job change - I was making less money than before. I was behind on payments and the company suggested loss mitigation. At the time my loan balance was {$110000.00}. My monthly payment was {$1000.00}. After several phone calls ( it is never easy to get ahold of anyone at this company ) I was able to complete the paperwork and submit it. When I got the " refinance '' back my payments were actually higher than before and they charged me approx {$5000.00} in fees so now my balance was {$120000.00}. I told them that the loss mitigation was not helpful at all but they said if I didn't do it I would be foreclosed on. I either had to come up with the past due balance ( which was now a few months behind ) or face foreclosure. I was never told at anytime that my payments would be more or that my balance would increase. I thought this was supposed to help me. Since then I've been struggling to keep up. They are never helpful or friendly to work with. It's difficult to see where my payments are being applied. They charge me for insurance when I already have my own and send out someone to inspect my house and charge me for it. However the person reports my house is abandoned. My partner was home when he came and he didn't knock or ring the doorbell and we had both cars in the driveway. Hardly abandoned! I'm tired of this mortgage company taking advantage of me. Surely what they are doing can't be legal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

MI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am trying to reach my mortgage company to find out how much I would need to pay off in order to have the PMI removed from my loan. After trying multiple times through the website 's XXXX XXXX XXXX " Contact us '' email feature, on XX/XX/XXXX I called a phone number I received on a refinance mailing from my mortgage company Lakeview Loans. The number was XXXX. They quickly told me that for my issue I actually needed to deal with the loan servicing company and they gave me a new phone number to call XXXX. I called this number and spoke with a " XXXX '' possibly " XXXX '', she told me that I needed to submit a request through the company 's website. As I had already done this on multiple occasions I told her that wasn't going to work, and asked for an e-mail address to send to. She provided me with XXXX. Upon e-mailing this address I received a confirmation of my e-mail and a ticket number and a statement that it could take up to 5 days to respond and that my issue was being sent to the " escrow '' department. I waited one week and on XX/XX/XXXX, after no response, I e-mailed them again and received the same response, and same ticket number. I waited yet another week and again tried to contact them through the website, with no response at all. Every month that I have PMI is costing me {$90.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-25

Grosse Ile, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I purchased a new home using Lakeview Loan Servicing company. I made monthly payments of {$1800.00} plus additional principal payments. On XX/XX/XXXX, the day of my third child 's birth, i found i was locked out of managing my account. XXXX downloaded multiple " misapplication reversals '' and an " escrow advance '' transaction. As I can not login to the account I can not see what caused this. I contacted the company via phone and was informed the account was 5 months delinquent and the online account had been locked to prompt me to call in. Representative XXXX informed me that " they '' were actively working on the account and not to worry as the " lack of payment '' error had not effected my credit. She stated the accounts were not properly moved from a " holding '' account to the disbursement account. She did not know when service would be restored so i can re-enter the account and see what is happening. Today is XX/XX/XXXX, six days after i noticed the error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2019-03-25

VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I tried to log into my www.myloancare.com to pay my XXXX mortgage payment. That entire week ( XXXX ) the website said my password wasn't working and that it would email me a temporary password. Those emails never came, I was stuck. I called their customer service # and input my ssn & zip code as instructed. Then a message came on to call between XXXX and XXXX ( which I was ) and then it would hang up on me. I had been trying all last week to get logged in to the website too ( XX/XX/XXXX - XX/XX/XXXX ). There was nothing I could do! After being frustrated and getting a Payment Reminder Notice from them in the mail today ( XX/XX/XXXX ). I tried to log on to the website again. And today, it worked! With my original password & ID that hadn't worked for the last 2 weeks. I was able to finally make my XXXX mortgage payment today. I still can not get anyone on the phone and I've tried several times to send an email on their website. The website email open a blank window that never loads. They are charging me {$63.00} in a late fee that was not my fault! I want that late fee refunded. They really should be paying me for the extra time I spent trying to make my mortgage payment for the last 2 weeks!!!! I want to switch my servicer. Please help me get a refund and get a new servicer. I also want to discuss getting my FHA Mortgage Insurance canceled as my home to loan ratio is now about 75 % but I can not get in touch with anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-23

Chestnut, NJ

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

2019-03-22

N San Juan, CA

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

2019-03-22

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Lakeview Loan Servicing is overcharging my mortgage escrow account by hundreds of dollars monthly. For the past few months, I have asked Lakeview Loan Servicing to do an escrow analysis of my mortgage payment and they continually ignore my requests. I have provided all the appropriate information and forms and they have not acknowledged receipt. They continually reply to my emails with a statement that says we will respond within 5 days and they do not respond, ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-21

Leawood, KS

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

2019-03-21

Amherst, NY

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

2019-03-20

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Trying to remove PMI from my conventional mortgage. My mortgage company took payment for appraisal 2 months ago. They received my payment and took payment instantly. Last month they sent me a letter stating they need more money for appraisal inspection. Paid additional money as request. Already spoke 5-6 times with representatives from mortgage company and every time I get the same answer : " someone will call back ''. Never received a call back. For the past 2 months I have been trying to find out when is appraiser will come out and inspect the property. I called numerous time and not able to get any answers. Keep saying someone will contact you but no one reached out to me for the past 2 months. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Spanish Fort, AL

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

2019-03-11

Ft Lauderdale, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Lakeview Loan Servicing LLC ( aka XXXX ) FORCE-PLACED flood insurance on my home on XX/XX/XXXX, backdated the policy period to XX/XX/XXXX to XX/XX/XXXX ( which is probably illegal ) and charged {$2900.00} when market rates for a flood insurance policy range {$500.00} to {$600.00} per year on such a home. There were no floods during this time and unfortunately we were incorrectly advised by our broker the home was not in a FEMA flood zone and did not require flood insurance. We did not receive notice from the lender of the flood insurance lapse until XX/XX/XXXX. We then independently contacted FEMA to verify that the home was in an AE flood zone. We then immediately secured a flood insurance policy on XX/XX/XXXX, but were unable to secure the policy for the lapse period. On XX/XX/XXXX, Lakeview somehow force-placed flood insurance retroactively for the lapse period XX/XX/XXXX to XX/XX/XXXX with XXXX XXXX XXXX XXXX at almost 5 times the market rate for a flood insurance policy. Lakeview charged me XXXX XXXXas an escrow mortgage shortage, basically wiping out hard earned equivalent equity in my home. I now have to make up this charge by paying increased mortgage and interest payments. It appears, Lakeview was subject to class action suits for this same practice in the past and yet they continue to do it. I wouldn't be surprised if Lakeview and their broker pocket hefty fees to force place such overpriced insurance and assume they can just continue to get away with this. This is blatant taking advantage of the consumer by Lakeview and it's insurance broker. If it happened to me, I am sure it is happening to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-09

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: This complaint is regarding Private Mortgage Insurance ( PMI ). not an option of the radio boxes. In XX/XX/XXXX I sent a letter to Lakeview Loan Servicing requesting that PMI be stopped at 80 % Loan to value. My loan achieved 80 % XXXX in XXXX. They responded with a letter stating that I needed an appraisal and a 75 % XXXX. I had checked the CFPB website as well as speaking with the mortgage company that sold us the loan. My understanding is that PMI should be stopped at 80 % XXXX and must be stopped at 78 % XXXX. Apparently Lakeview Loan Servicing is not aware of this regulation. Our home was assessed at the time of refinance and valued at {$360000.00}. Loan is up to date. On XX/XX/2019 at XXXX XXXX I spoke with an agent of Lakeview Loan. He told me that my loan a conventional mortgage has the PMI come off at 75 %. ( Lakeview Loan claims to record phone conversations ; it may be possible to request a transcript ) I spoke with XXXX. Current state of our loan is : ( as of XX/XX/2019) Current Principal Balance {$280000.00} Current Interest Rate 2.87500 % Payment Amount {$3500.00} Property Value {$360000.00} Please see CFBP pdf document : XXXX XXXX XXXX page XXXX, in at least one examination, CFPB examiners noted that a servicer incorrectly applied an investors 75 % PMI cancellation XXXX threshold to the original value of the property, instead of the 80 % XXXX threshold required by the HPA
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-09

Finksburg, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX, I called the mortgage company ( Lakeview Loan Servicing LLC ) regarding my bill because of a late fee charge and Lakeview Loan Servicing LLC told me that I did not pay the full amount. Lakeview Loan Servicing LLC received {$1700.00} in XX/XX/XXXX for XXXX mortgage payment. I asked Lakeview Loan Servicing LLC if they can apply the amount that I paid to them to my Principal and Interest but they declined, stating that I did not make the full payment. Lakeview Loan Servicing LLC informed me that there was a {$610.00} shortage in my escrow. We could not complete the phone conversation because the phone got disconnected. I called back the next day and told XXXX XXXX XXXX XXXX that I would send a check for the escrow shortage and the escrow shortage was received on XX/XX/XXXX. I called back on XX/XX/XXXX to verify why my XXXX was still not applied. Lakeview Loan Servicing LLC informed me that they did not get the complete payment of {$1700.00}. On XX/XX/XXXX I sent a check of {$500.00} to the escrow account so that it would reduce my monthly payment. I called back on XX/XX/XXXX to verify that Lakeview Loan Servicing LLC received {$500.00}. Lakeview Loan Servicing LLC indicated they received the check but it is still pending. I explained to Lakeview Loan Servicing LLC that I would like my monthly payment to be reduced since I sent an additional {$500.00} to the escrow, but Lakeview Loan Servicing LLC said that it is not possible to apply that to reduce my monthly payment, because according to Federal Law, I am unable to add any more money to my escrow account. I asked Lakeview Loan Servicing LLC to take the balance from the {$500.00} to complete XXXX payment, which is {$250.00}, and refund {$250.00} back to me. They indicated that in order to do that, I have to submit my bank statement to show proof that the money was cleared from my bank. On XX/XX/XXXX I emailed both my bank statement showing the {$500.00} and a copy of the check for {$500.00} that was paid to Lakeview Loan Servicing LLC. I received an automated email response with a ticket number stating that my request has been forwarded to the appropriate department and to use that ticket number for further communication regarding my request. I have called Lakeview Loan Servicing LLC twice today, XXXX, XXXX XXXX. First at XXXX then at XXXX, and I received an automated message of their unavailability. However, Lakeview Loan Servicing LLC 's normal business hours on a weekday is XXXX. It appears that Lakeview Loan Servicing LLC is avoiding my calls. The reason I am contacting you is that I have been trying to fix my mortgage account but I am getting the run around and it is getting very frustrating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Lakeland, FL

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

2019-03-05

N Tonawanda, NY

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

2019-03-04

WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This has to be a strange chain of events. I was discharged from Chapter XXXX bankruptcy in XXXX of 2018. The reason I filed bankruptcy was divorce and XXXX. Over that time I worked extremely hard to get back on track with life and my finances. The house that XXXX serviced is still not sold but I was able to secure an FHA loan this XXXX and before my first payment, my new loan was sold to XXXX. Now Ive already been down the road of having to file multiple complaints against this company for debt contact or false statements on my credit report after the bankruptcy to the point that the state AG was involved. But how can I talk to this company when legally we arent supposed to talk and they already have me stuck on a title for a home I can not sell, they will not sell and is why I want FHA since mortgage cant use my VA loan again until they sell the home? On XX/XX/XXXX, I set up two things on their site. One was a one time payment which was scheduled for XXXX. The due date of the payment. The other is for automatic withdrawal. Ive been on hold for 34 minutes trying to talk to someone. My payment has still not come out of my bank account. Which btw, considering the past issues Im not sure its ethical for the bankruptcy business should have new access to my financial information moreover any access to my account - what if they try to take funds for the other account Im discharged from? Interest in a mortgage is a daily thing. Today is XXXX. Their site and the email confirmation said it would come out that day. The funds are in my account. I have validated no issues and called XXXX XXXX XXXX already. There is no pending withdrawal from this organization. I have been told by my bankruptcy attorney that is should not say yes to any questions from Them authorizing them to start harassing me again. Well how can I do that when again theyve purchased my new loan? Bankruptcy and recovery from it should not be his hard. Most people dont recover as fast as I did but I made it and Id like to not have to go through this personal XXXX again
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Bloomington, UT

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