LAKEVIEW LOAN SERVICING, LLC

2019-03-02

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We received a delinquency notice from XXXX XXXX on XX/XX/XXXX that our taxes that were due on XX/XX/XXXX were not paid by our mortgage servicer, Lakeview Loan Servicing , LLC ( aka. XXXX ). The XX/XX/XXXX taxes were paid nearly a month late on XX/XX/XXXX according to XXXX account within the Payment History section. After a month of phone calls, on XX/XX/XXXX, XXXX finally paid {$1400.00} of the {$1400.00} that were due XX/XX/XXXX, which left us with an outstanding balance of {$51.00}. We were told by a Lakeview manager that the {$30.00} in late fees were paid from a separate Lakeview account that we do not have access to. See attached ( Re : Tax Bill and Payment History ). All phone calls after XX/XX/XXXX have been unanswered and no messages have been returned by a Lakeview representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-02

Prescott, AZ

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

2019-03-01

Carrollton, TX

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

2019-02-28

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Upon closing XX/XX/XXXX, my county taxes for XX/XX/XXXX were estimated to be {$1200.00}. A supplemental form was mailed to me for the correct acreage of my home, so the actual amount owed for my XX/XX/XXXX county taxes was {$1300.00}. I sent this supplemental *correction* form to my mortgage company and asked them to tell me what I should do with it. Instead of responding, they mailed a letter saying they'd paid the supplemental taxes. This was in XX/XX/XXXX. My Annual Escrow Account Disclosure Statement shows that ANOTHER disbursement for {$1200.00} was made for county taxes in XX/XX/XXXX, bringing my escrow to a negative amount of - {$1700.00} somehow. I have been calling and emailing and faxing this company for several weeks to no avail. I checked with my county tax assessor to be sure, only one payment was due and paid of {$1300.00}. My mortgage payment is due tomorrow and I'm very worried. I am continuing to call the company for help, but I never get the same explanation twice. I've been told they can't even see the escrow disclosure statement, and they've asked me to fax it over TO THEM, when they are the company who mailed it TO ME. I can even log on to my account and see the same form. No one seems to know what I'm talking about. Please help. My monthly payments have now gone from {$790.00} to {$940.00}, which will be a struggle for 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

2019-02-26

Newnan, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: The problem started on XX/XX/XXXX. The notice letter was going to XXXX, the company, at which time escrow was turned over XXXX XXXX by XXXX. The statement was said to us from by XXXX representatives to minus XXXX dollars from {$2300.00}, which put the mortgage at XXXX per month. Insurance was on the property at closing XX/XX/XXXX, ever since XXXX of XXXX, XXXX in return had reported to Credit bureau of late 30 days every month. We tried several times to solve the issue with no return calls. We contact upper management ; we send several letters to upper management to resolve the situation. But fell on deaf eyes, and we reach a lawyer XXXX of XXXX to be told " it was incorrect of XXXX representatives that only conventional loan, we could have minus out of {$630.00} of the insurance, which the lawyer stated '' And was told to start back {$2300.00}, all payment has been me. In XX/XX/XXXX, we contacted an agent of XXXX in XXXX, who arranges to send out any balance own in 6 months, we decline. We decided to make double payments. XXXX of XXXX, we double two payments, one was XXXX, and other was postal money order. XXXX of XXXX, we pay one, and we had pay in XXXX, which was XXXX from XXXX wired and the other one was instructed by XXXX rep. To go to XXXX to send XXXX and give them a confirmation number to them. Then XX/XX/XXXX, we pay by wire, which we are current and keep getting on harassment from different agents stating in XXXX " XXXX '' and in XX/XX/XXXX we were told we own '' XXXX dollars. '' Had threating to take them to court, we can not define this property because they have seven months of derogatory on my credit and XXXX XXXX & XXXX XXXX XXXX advice at XXXX as derogatory on my credit. So, I can not refinance my house ; they called VA to report default, we noticed VA that there is no default of payments. We offer to send all payment to show that we are current. They in return told us to call the Consumer Financial Property Bureau. We had called XXXX XXXX, who said she is a manager and we had spoken with her. She asked us to email her all payments within 48 hours to call us back. She never did in 10 days and still have to respond from her. At this point, we send all payments and names and badge number, with all payments and written correspondence, with all payment toXXXXheadquarters in XXXX XXXX, VA. Had added a signature a card to return to us that someone signed the package for us and signature card got back to us. Ten days no one had called us, we also sent the Tax Assessor that we are tax exempt, stating that we do not pay any tax for XXXX. We had noticed them, please contact XXXX Tax assessor office, and demanding to lower the mortgage because we no longer pay property tax. Constance harassment from XXXX about a default of {$11000.00}, we tried meeting of the minds Constance calls to restrict this situation again, no response. All of these things are on a recorded line by XXXX and XXXX ; we are concerned about sneaker foreclosure by XXXX. Desperate XXXX XXXX XXXX Veteran in need of advice and help and his family is worried about this predicament. All documents will be mailed to CFPB when required or will be sent to XXXX, Iowa as soon as possible or when contacted. Sincerely yours. Also, thank you for your 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

2019-02-24

North Prosser, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have requested my PMI be removed from my account as my LTV is at about 75 % of the original appraisal. My mortgage company Lakeview Loan Servicing or XXXX XXXX asked me to pay for a new appraisal, for which I paid them {$420.00}. They then sent me a letter saying an appraisal cost XXXX and in needed to send them more money at which time they would determine again if that was enough money. I have asked for an explaination as to why the appraisal cost is so high. No body can answer me. They just say they will submit a request to the PMI removal department, which by the way has no phone number. They give me a date for when it will be recalculated by the first date was supposed to be complete in late XXXX. When I did not hear anything from them by Mid-XXXX I called them again and they said they would do the same thing as nothing had been done so far and this time it would be completed the XX/XX/XXXX. I call the XX/XX/XXXX and they said it would be completed that night and to call back in the morning. I called back the XXXX and they put me on hold then hung up on me. I called back an hour later and they told me they would put in a request for someone in the PMI removal department to call me. It is now theXX/XX/XXXX and I have not heard anything back. They sent me a letter saying if I did not submit the additional {$620.00} within 45 days they will refund the money and I would have to start all over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

Bedford, NH

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

2019-02-20

Boston, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am trying to cancel my mortgage insurance. We bought our condo for {$600000.00} in XX/XX/XXXX with 10 % down. We now have a LTV of less than 80 % based off of the original purchase price. I put in a written request on XX/XX/XXXX to cancel my mortgage insurance early from Lakeview Loan Servicing ( subservicing by XXXX ) after we got below 80 % .I got a letter from XXXX saying I needed to do a Broker 's Price Opinion ( BPO ) for {$100.00} to make sure the value of the condo has not gone down. The result of the BPO was that the value of the house was below {$600000.00}. My complaints are as follows : 1. The original BPO on XX/XX/XXXX was external only as shown in my original attachment making it an invalid BPO of my property for these purposes. As outlined in the XXXX XXXX requirements, XXXX XXXX XXXX, under section, Ordering Property Values for Mortgage Insurance Termination, " On one-unit properties, the servicer must order an interior and exterior BPO. '' To resolve this, XXXX needs to order the correct internal and external BPO at their own cost to replace the invalid BPO they made me pay for in the first place. 2. The second issue is that once this new internal and external BPO is complete, if the BPO is below the original purchase price of {$600000.00}, I should, but wasn't offered the option to pay down my LTV to 80 % of the BPO value. This is outlined by the XXXX XXXX in XXXX XXXX XXXX, under the section Borrower-Initiated Termination of Conventional Mortgage Insurance Based on Original Value of the Property, under the section 3. Verify the current value of the property is not less than its original value, and finally in the last row of the table. " If ... The BPO or appraised value is less than the original value of the property, then the servicer must ... deny the borrower 's request for termination unless the borrower pays down the mortgage loan balance to the point that it satisfies XXXX XXXX XXXX LTV ratio eligibility criterion. " ( which is 80 % under 3. Verify the current value of the property is not less than its original value ). To resolve this, Lakeview should give me the option to pay down the mortgage to 80 % of the LTV and remove my PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-18

Grand View, ID

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Taxes are not being paid from escrow ; XXXX XXXX 's property taxes were not paid in full. XX/XX/XXXX 's Irrigation Tax was not paid at all. XX/XX/XXXX 's property taxes were not paid. We received a delinquent tax notice from our county assessors office on XX/XX/XXXX. Since XX/XX/XXXX we have contacted Lakeview Loan Servicing LLC 17 times, have been told on 4 occasions that they would be paid but they are still delinquent. Also note, our XXXX form XXXX is incorrect as it does not reflect all taxes for XXXX that should have been paid since only a portion was paid. Dates of contact XX/XX/XXXX XXXX calls to lakeview to initiate correction of delinquent taxes XX/XX/XXXX 2 follow up calls to learn what action would be taken told they would be paid soon XX/XX/XXXX 1 follow up call XX/XX/XXXX 1 follow up call was told the taxes would be paid in a few days XXXX/XXXX/XXXX 1 follow up call XX/XX/XXXX 4 calls was told the taxes would be paid no later than XX/XX/XXXX XX/XX/XXXX 1 call to determine why they weren't paid on XX/XX/XXXX - no reason given XX/XX/XXXX 1 call was told they would be paid on XX/XX/XXXX XX/XX/XXXX 2 calls to determine why they were not paid on XX/XX/XXXX - nobody knows why or when they will be paid at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-16

9 Mile Point, LA

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

2019-02-15

Atl, GA

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Sued you without properly notifying you of lawsuit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-13

Anaheim, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I have been in constant contact with my Lender regarding my VA 1st Lien Mortgage since last XX/XX/2018. When my Mother passed away I had to help cover the burial and funeral expenses since no one else in my family was financially sound. I tried several times to be proactive and ask if I could defer a payment or two to the back end of the loan to help pay for the funeral and not deplete my 401k, they would not do anything because I was not delinquent. I had a XXXX XXXX XXXX this past XX/XX/2018 and was ONLY receiving XXXX and it wasnt enough to cover the mortgage or living expenses. I had XXXX XXXX drain my retirement, checking, savings, childs college funds, just to try and stay current on the mortgage. But with no luck I fell behind and made several calls ahead of the 30 day late mark and I kept getting trashered to different departments and every single person told me the same thing. Watch the video on the homepage and then call us back, so I watch the video regarding hardships and the documents needed to upload so I call them back and they transfer me again several times just to tell me I need to upload XXXX paystubs and an expense report. At this time already having a 30 day late the representative told me there are no options available for me since I am only 1 month behind and foreclosure process does not start until Months 4-6. I dont want to get that far behind and have a NOD filed it the foreclosure proceedings started. As a veteran of XXXX XXXX I would think for sure I would qualify for some type of assistance or relief. Im not asking for a bail out or to rearrange everything I am Just looking for a little help with maybe a deferment in payments now that I am back to work so I can get caught up and maintain my mortgage to save my families house and a roof over my childrens heads. I can eat sleep focus and the stress and mental anguish is becoming to much to deal with especially when the CONSISTENTLY call me for a payment already knowing the situation. In over 3 years I have never missed a mortgage payment until last month. I work my XXXX off and have served my Country selflessly. I cant believe there is no help or hope available for me and my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-13

Rialto, CA

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

2019-02-12

Jacksonville, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I mailed my payment to Lakeview Loan Servicing on XX/XX/19 and as of XX/XX/19 my credit union ( XXXX XXXX XXXX XXXX ) stated the cashiers check had not been cashed. I started a " stop payment '' process with my credit union on XX/XX/19 and called Lakeview Loan Servicing again on the afternoon of XX/XX/19 and at that time the automated stated my payment was received on XX/XX/19. There are phone records of me requesting to speak with a someone who could explain why my payment was held from XX/XX/19 until XX/XX/19 ( which is the date all agents advised the payment posted to my account ) and the agent stated she would transfer me to customer service however I was transferred back into the automated system, on the second attempt I requested a supverisor and I was transferred to the survey line, on the third attempt I was transferred to another phone agent who had none of my account information. Finally, on the 4th attempt I was transferred to a supervisor who inquired about how the payment was made I did advise it was mailed and she started to explain about payment processing when paying via XXXX XXXX and mail and how that may cause a delay which meant she was not listening when I advised the payment was mailed however Lakeview 's automated system and the employees advised me the payment was received on XX/XX/19 no other source.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-11

Riverside, CA

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

2019-02-10

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

2019-02-07

TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: insurance co. sent additional bill. I called mortgage co. And told them not to pay from my escrow account because I had already paid it. After 1 hour and a half on the phone explaining it, they paid it out of my escrow any way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-06

Locust, 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

2019-02-04

Huntsville, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After one year of attempting to resolve my escrow discrepancy with my Mortgage Company it is finally official they are incorrect on their calculations and managing my account correctly. As of today I have received XXXX tax form information from them and all three were different, plus the escrow amount did not equal my escrow end of year analysis. How can so many dollar amounts be off is unclear to me. This truly shows this company needs to be dealt with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-04

Sacramento, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: XX/XX/2019. lakeview cashed a XXXX payment but took out XXXX. now checks are bouncing and more checks are due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Today is XX/XX/XXXX. This problem starts in XX/XX/XXXX. I have a mortgage being serviced by XXXX. I was notified my insurance was not up to date on XX/XX/XXXX. My policy was in effect ( in fact XXXX paid the bill ) but XXXX claimed not to have a current copy, even though my insurance company assured me they had sent XXXX a copy of the renewal in XX/XX/XXXX when the policy renewed. I contacted my insurance company to request they send another copy which they again assured me they would. On XX/XX/XXXX, I received another notice saying my wind peril coverage was not in effect, and that XXXX has ordered coverage. I again had my insurance company send ANOTHER copy of my policy ( XX/XX/XXXX ). This is my own coverage and does in fact have wind coverage stated on the policy. My XX/XX/XXXX mortgage billing statement for the XX/XX/XXXX payment reflected an increase in my monthly payment of approximately {$400.00} to cover the now shortage in the escrow account because of the lender paid insurance. I called XXXX and was able to speak with a service agent and explained the situation and was assured the lender insurance would be removed and my account would return to normal. My mortgage payments are on auto-payment through my bank and are made on the XXXX of every month. XXXX XXXX payment was made as usual, at the regular payment amount before the {$400.00} increase. I received a letter dated XXXX stating that my payment was past due ( the elevated amount ) and I was subject to a {$64.00} late fee as well as possible derogatory credit reporting. I began calling the 800 # to speak with someone regarding this entire mess. I also requested a copy of the Master Insurance Policy from my condo association and uploaded a copy of that to XXXX XXXX website on XXXX, just in case that was what they were asking for even though they never asked for it. I began calling customer service in the afternoon of XXXX. The voice recording said the wait to speak with a representative would over one hour. I was not able to wait that long. I called again on XXXX in the afternoon and also received the same wait time of over an hour. I called again in the early evening on XXXX and waited on hold approximately 45 minutes until I couldn't hold any longer and hung up. I called again late morning on XXXX and received same hour wait. I hung up and called back and tried to go through each available option to speak with someone. The insurance department 's recording says you can speak with someone, however, all the options after that point on the automated system only give you recorded info. There is no ability to speak with an actual human being. I called again on XXXX at XXXX, and this time decided to choose the " leave your number and the next available agent will return your call ''. As of the time of this complaint, XXXX on XXXX, I have not received a call back. I am beyond frustrated at this time. I do not have the time to spend trying to contact someone at this company over and over to correct something that is their own mistake. I have tried NUMEROUS times over many months to provide the requested information to no avail. I refuse to pay an elevated payment to cover their mistake, refuse to pay a late fee over their mistake, and refuse to accept derogatory credit reporting due to their mistake. 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

2019-01-31

Canton, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I sent a check for {$2900.00} to XXXX on XX/XX/XXXX. I called 2 weeks later to check on bill and receipt for the {$2900.00}. The mortgage co. said they put the money on 3 house payments in the future with {$120.00} left overbalance. I said that was wrong and I filled out bill for a principal payment of {$2000.00} plus one house payment with no money left over, and again asked for receipt and new bill for mortgage. We then waited and no bill or receipt ever came we then repeated process 5 more times and 5 more times no bill or receipt ever came until XX/XX/XXXX bill came only one with tax information for income tax which they did not include the {$2000.00}. I called they said they put the {$2000.00} on XX/XX/XXXX. payment which would have be next year taxes. They cashed check in XX/XX/XXXX not XX/XX/XXXX this years taxes this years accounting. We have a FHA loan and we feel that they were not happy with our principal payment and put us thru XXXX on purpose or they were trying to steal our {$2000.00} since no receipt ever came, and gave us faulty tax papers and late. Mortgage papers so messed up you don't know where you stand.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I want to receive my mortgage taxes and interest refund for 100 % XXXX XXXX. XX/XX/XXXX I was declared a 100 % XXXX XXXX. I was notified in XX/XX/XXXX. I took my letter that stated my 100 % XXXX to my county Tax office who filed it which exempt me from paying taxes. They told me to send a copy of the letter to my mortgage company so they will stop collecting taxes out of my mortgage payment which will lower my payments. I kept calling the mortgage company asking them when they were going to reduce my payments. With each call I was told they would talk to their supervisor and get back with me. No one ever did. In XXXX I called and was told they would adjust my payments when they receive my tax bill in XX/XX/XXXX. I called them in XX/XX/XXXX about my payment adjustment and they said they had not received my tax bill. I was told by the Tax office my tax bill had gone out to the mortgage company and they had payed {$790.00} for taxes for XXXX thru XX/XX/XXXX which was before my XXXX rating of 100 %. I called XXXX XXXX back before XXXX XX/XX/XXXX and they told me taxes were paid and it was a good thing I brought it to their attention because I would not have gotten an adjustment on my mortgage. What he said upset me and I asked for my refund of taxes and interest which is over {$5800.00}. As of today, they are still deducting my mortgage payment of {$1200.00} which is incorrect, and we are in the month of XX/XX/XXXX. I called them today and was told they are still processing my payment and {$1200.00} will automatically be taken out of my account for XXXX. I told them to turn off the auto pay, and I want my tax and interest refund. I looked this company up and they have bad reviews and others have had the same problem I'm having.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I submitted a payment on XX/XX/XXXX to the mortgage company, but the payment was never pulled from my bank account. We called the mortgage company numerous times regarding the fact that the money had not been removed from our accounts. Once when we called a representative placed us on hold for over a hour until the office closed and then a recording told us to call back during normal business hours. We called back the following week and spoke to a representative who was very rude and said we had never made our XXXX payment. The representative continued to rudely state that they are aware of everything we do and that we had never even made an attempted to make a XXXX payment. We then attempted to resolve the issue with the representative who continued to rudely state that it was our bank withholding the funds. We spoke to our bank in which they informed us that they would not withhold funds without notifying us first, and that the issue was on the mortgage providers side. We called the mortgage company back trying to resolve the issue, but they had already placed a mark on our credit and said nothing could be done to resolve it. We then made another payment for XXXX on XX/XX/XXXX of {$930.00} plus {$48.00} in late fees bringing the total amount to {$990.00}. The funds were then removed shortly after on XX/XX/XXXX, which was quicker then normal. We assumed the funds were removed quicker due to the fact we have also been speaking to our mortgage officer many times over this incident. This isn't the first time this has happened. Since we bought our house in 2017 we have had an issue almost every month with the mortgage company. Usually they work with us stating that their website hadn't been working properly, or there was another issue on their end. We have also had problems with this company not removing the funds for two to three weeks after a payment is made. When they would remove the payment they would also then pull a late fee out even if the payment was made on time. We have been doing everything on our end to resolve this issue including talking to our bank and mortgage officer many times. We believe the issue is on the mortgage company side, but they seem to resist taking the blame and are quick to blame us. We have been tirelessly trying to resolve these issues and wish the mark against our credit would be removed due to the fact the error is not on us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

Homewood, IL

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