LAKEVIEW LOAN SERVICING, LLC

2018-11-09

Hinkley, 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

2018-10-31

South Florida, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have written letters requesting the removal of the PMI on my mortgage. I purchased my home in XX/XX/2006 at {$450000.00}. I put down over {$100000.00}. Thats over 20 % down payment and we have resided in the home for over 2 years. The comps in my neighborhood are selling for over {$550000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-29

Neotsu, OR

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

2018-10-18

Urbandale, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We refinanced with our current home loan servicer of XXXX XXXX after being with them for over 5 years. We wanted to take the PMI off and also lower our monthly payments. We began the process in XX/XX/2018. It was going ok until closing when we had to sign paperwork three times due to errors. This did not give us confidence and was inconvenient as they had to meet us at our home to sign paperwork. We were told not to make anymore payments until receiving our new statement. So we received our first statement the week of XX/XX/XXXX. It stated that we owed {$530.00} and that an unapplied balance of {$430.00} was already received. So we paid the amount of {$530.00} thinking that this would be added to the already received payment of {$430.00} to make a full payment of {$960.00} for the month of XXXX. This did not happen. The {$430.00} was misapplied to principal only. Meaning that reflected we only made a half payment. We did not receive notice of this until XX/XX/XXXX. At which time I called customer service. They stated that nothing could be done and I simply owed the {$430.00} but they would put in a request to have it reviewed. Meanwhile we made another payment not wanting to fall behind. It was then that we got a notice that our Escrow had been shorted {$680.00}. And that our payment would be going back up to {$1000.00} which is what it was before refinance. Again we called customer service. We were directed this time to XXXX XXXX who saw that our escrow had been miscalculated and refunded the money. We thought this was solved but it was not. After we did not receive a monthly statement for XXXX we called customer service again and were told that again nothing could be done but that they would send us a statement and I should only pay the {$1000.00} and this would bring us current. I received that statement on XX/XX/2018. I put a check in for the amount of {$1000.00} as stated by the customer service representative. We waited for two weeks and my check never processed. Meanwhile we received a call from collections department at Lakeview Loan Servicing. We were told we were two months behind in payments. This was a shock and very upsetting. Collections would not escalate the call to anyone who would help. They sent us to a manager but she said there was not complaints department and no one could help us. We finally got a collections person to direct us to a supervisor with a direct phone number. We thought we would finally get help. He said he would review it with the Office of the Consumer. Then call us back. During this time we began to worry that our check was lost for our XXXX payment. We called collections and they said they had no record of a check at all. So on Monday XX/XX/2018 we placed a stop pay on the check thinking it was lost. And we on Monday XX/XX/2018 went online and made a payment instead even getting a {$10.00} fee to do this. We also called collections at Lakeview to let them know this is what we were doing. The very day that I made the online payment suddenly my check shows on the same day in our payment records online. Now it will not go through and Lakeview will think that we did not pay again. Even though we were told the check was not there and not received. This will also reflect that we are still behind in payments due to the misapplied {$430.00}. Now on XX/XX/2018 we speak again to XXXX XXXX. He informs us that they still can not reapply the {$430.00} and our payment will not go back down to {$960.00} because the Escrow shortage was not properly handled. The request for an escrow review was not completed. This was not our error. So he did agree to see if he could request that. He also requested to see emails that we received that the {$430.00} would be sent over with the loan to be a partial monthly payment. So we are sending those as well. We need your help to find the right person at Lakeview Loan Servicing LLC to correct all of these mistakes. Our credit has been hit due to this and we are so frustrated and upset that after being good customers for over 5 years that we can not get resolution! It has been a nightmare to refinance and we are sorry that we did it. I will never use an out of state loan service 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

2018-10-18

Winton, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My VA mortgage was recently sold to another finance company called Lakeview Loan Servicing LLC in XXXX XXXX, VA. They have added a processing fee to the loan which said if you pay between the XXXX and the XXXX there is no fee from the XXXX to the XXXX there is a {$5.00} fee and from the XXXX to the XXXX there will be a {$10.00} fee and after the XXXX there is a late fee. I have never been late on a payment but like most retired people I do not get my pension check until around the XXXX or XXXX of the month and social security checks come on the XXXX Wednesday of the month which means every month I will have to pay at least a {$5.00} fee which will add {$1800.00} to {$3600.00} on a 30 year loan and if they are servicing say 1000 loans that is between {$5000.00} and {$10000.00} extra every month. It seems unfair to me and where is all that money going? I have also reported this to friends that I know in different mortgage companies and to the VA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Oxford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We XXXX and XXXX XXXX are going through a very difficult time financially. We already had a Chapter XXXX dismissed and do not wish to lose our home. Our ages are XXXX at XXXX and XXXX at XXXX. However, we do have equity in our home and desire to apply for a modification at this time. My email is attached to this request where the financial institution can email a modification application. Once we get started in the modification, we will get into the medical problems we deal with and how this was a big part of our current hardship. Accordingly, we hope that a modification can start immediately and we can prove how we can get current within the negotiated settlement on modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

Chandler, 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

2018-10-12

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

2018-10-11

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage is serviced by My Loan Care of Lakeview Loan Servicing LLC : Lakeview Loan Servicing, Attn : Mortgage Resolution, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. I began calling XXXX customer service on XX/XX/XXXX when I saw that they had only paid half of my XXXX County property taxes on XX/XX/XXXX. Please be aware that 1 ) They had paid my taxes in full in both XX/XX/XXXX and XX/XX/XXXX and 2 ) that in XX/XX/XXXX they sent me an Escrow Shortage letter requesting {$250.00} in order to have sufficient funds in XX/XX/XXXX to pay my taxes ( enclosed ). I called numerous times, advising that it was urgent that my taxes be paid prior to XX/XX/XXXX in order to receive the discount on the property tax payment. Well XX/XX/XXXX came and went with no response, resolution, or payment, and I lost the {$18.00} discount offered on the second half of my property taxes. I spoke with a Supervisor approximately XX/XX/XXXX who advised that he would submit for a credit to my account of {$18.00} for the issue. I proceeded to call every few days for the next 10 days or so, looking for an update and there continued to be no response to the payment of the taxes or the {$18.00} credit issue. At that time, I spoke with another supervisor, wherein I was voicing to her my frustrations at the previous events thus far and the lack of being unable to take care of my taxes myself. She then recommended that I close my escrow and that I could then pay them myself. She sent me an email with the information on how to do so. I then submit the request to close my escrow. I was mailed the escrow balance of {$3200.00} in two weeks! Two weeks to refund me that money but it had been 4 weeks since I called asking my taxes to be paid and 2 weeks since I was promised the {$18.00} credit, neither of which was resolved. So when I got the escrow check, I immediately called to ask if the {$18.00} was included first and I was advised it was not. I continued to call for weeks and weeks, having to repeat the story over, and over, and over and every time I kept being told that there was no response or resolution yet as to the {$18.00}. On XX/XX/XXXX, I demanded a Manager over the supervisor. Well she gets on the phone and tells me the following : 1 ) Yes, they made a mistake in not paying my taxes in full in XX/XX/XXXX. 2 ) That no one ever could have paid the second half of my taxes because only one large lump payment is sent once a year and since they messed up, it was impossible for the second half to be paid. ( When I asked why no one has EVER mentioned that before, she said she didnt know. ) 3 ) She admits XXXX owes me {$18.00} for failing to pay my taxes in full in XX/XX/XXXX. 4 ) THEN she tells me I can not have the {$18.00} because my escrow was closed! THAT IS NOT FAIR. I closed the escrow at the recommendation of a Loancare supervisor in order to PAY MY TAXES that XXXX was refusing to resolve! I have spent over 30 phone calls, over 20 hours on the phone, to get this resolved and they are just going to admit they were wrong and owe me money yet refuse to give it to me. I demanded to be escalated over that Manager on XX/XX/XXXX and she said she submitted it. I also sent an email through the Website last week, and no response to that. I called yesterday on XX/XX/XXXX at XXXX and put in the automated response for a call back and no one called back. Today, XX/XX/XXXX still no one had called me back. They continue to conveniently ignore me. I called today, XX/XX/XXXX. Had to once again repeat EVERYTHING to both a front line CSR and to a Supervisor, XXXX. The supervisor had nothing to say expect repeatedly stating I was told on the XX/XX/XXXX that I would not be getting the credit. She had no Manager available to escalate the call to, how convenient for them again. Supposedly I will get a call back from her Manager within 24 hours, however, with my past experiences over the last 3 months, I highly doubt that to be true. I do not know what else to do. How can this large corporation ethically withhold money due to me, that they admit they messed up and owe me, and choose to do nothing and get away with it?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-10

TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I attempted to pay my mortgage on XX/XX/18 through online processing. I have my bank account saved, and selected it. I received the email notice confirming my payment. A week later ( XX/XX/18 ) I realized the payment had not hit my bank account. I called the mortgage company to check on the status. At this time I was told that the payment didn't go through, but they would process for me using my saved banking information. I agreed, and once she completed the process I asked if the late fee could be removed since I had attempted to pay on time and the payment processing didn't work. The representative initially agreed that they could cover a portion of the fee. When I asked if they would cover the entire fee since I had never had a late payment she then agreed. I received an email the next day confirming my payment, for the second time. Another week passed and once again I noticed on XX/XX/18 that my payment had still not processed in my bank account. At this time I called the company again. The representative stated that the first time I attempted to process there was a digit missing on my bank account number ( which was saved ). She wasn't able to determine what happened the second time when the representative processed over the phone. I asked if the fee 's could once again be removed since I had now attempted to process payment twice and she stated that since " it was my fault that it didn't go through '' that they wouldn't cover the fees. I explained that the initial late fee that had already been removed could technically be considered my fault, but that was not the fee in question. The fee would be related to the second payment processed by the representative. At this time I have payed my mortgage, but there is now a fee left open on my account, in addition to a negative mark on my credit report for " late 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

2018-10-09

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

2018-10-08

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Basically I am complaining that two different mortgage companies 1 ) XXXX 2 ) Lakeview/XXXX XXXX mismanaged my money by deciding unilaterally and without my approval to ( 1 ) endorse the check and submitting it to a different mortgage company without first calling me and asking me what to do with that check since this mortgage company had already been paid during closing. The right thing to do should have been to return the check to me. But they decided instead in endorsing the check to ( Lakeview Loan Servicing/ XXXX XXXX ). Lakeview Loan Servicing/XXXX XXXX had already received a check so they should have called me as well to ask me what to do with this extra money. They decided unilaterally without my consent to apply that payment towards principal. By doing this, these two mortgage companies acted as bullies in a school playground and took posession of my check and use it to their interests disregarding mine and causing me to have problems with cash flow to pay other debts. I am a senior citizien in a fixed income and this kind of thing is causing me a lot of aggravation and stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Nashua, NH

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

2018-10-03

Saint Augustine, 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

2018-10-01

CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: mortgage Servicing company ( XXXX ) has not paid my property taxes ( {$7900.00} ) despite more than sufficient funds in my escrow ( $ XXXX ). see attached files. both tax and mortgage statements attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-25

Abilene, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: On XX/XX/XXXX, I paid {$6900.00} for several months of mortgage payments. I was told when I made this payment, that my credit report would report " Paid as Agreed '' and that I was not going to be reflected late. My credit report now shows late. I have contacted the mortgage company numerous times via phone and email and have talked to numerous mortgage employees that verify the mortgage company reported this in error but the mortgage company has not corrected this issue nor have they contacted me. I simply am told " we see this in the notes, this is in error and we will look into correcting it and get back with you ''. I am reaching out to you to see if you can assist me in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-24

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Lakeview Loan Servicing, by XXXX has been fraudulent with mortgage statements, payments made not being credited. All payments made on time with mortgage but payments rejected. Went to court and judge told them to waive all fees and we paid the amount due and they still applied payments to back fees. They are rejecting my mortgage payments and they continually are seeking foreclosure depsite the fact I have paid my own escrows and have provided them proof, they want me to pay back esrow monies on taxes I have already paid, they only want to take my money and apply to their made up fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-18

Watkins, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received a letter in the mail from Lakeview Loan Servicing , LLC in XX/XX/2018 stating that I had an escrow shortage of {$230.00}. I sent them the payment in full and the amount was cashed from my bank account on XX/XX/2018. The letter stated that If I do not make the escrow shortage payment, then I would be responsible for increasing my monthly payment to {$870.00} beginning XX/XX/2018. It also stated that if I do make the payment, I would only be responsible for making a payment of {$850.00}. On XX/XX/2018 I checked my bank account and the loan servicing company withdrew from my bank the full {$870.00}. I called immediately and asked them to apply the difference to the principal. When I saw that they did not do that, I called a second time and asked them to mail me a check for the difference. The supervisor told me that he would mail the check and put a rush on it. I waited about a month to receive the check in the mail, and never received it. I called the company again today, XXXX, and the person over the phone told me that they will not be giving me a check, but will be holding it in their account and applying it over time towards my escrow payments against my wishes to either mail me the difference or apply it to the principal. I explained to the agent over the phone that this was mismanaging my money, no matter how small the amount is, and he was not interested in helping resolve the issue, despite admitting fault that the company wrongly took an excess of money from my account. This is the second time I have had the issue with this company taking out more money from my account after paying an escrow shortage. The previous incident occurred last year. I did not report that incident.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-13

NM

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018 my wife XXXX, as instructed by the call center operator for Lakeview did email to them a picture of incorrect information listed on all three credit bureaus and a request to correct that our mortgage, erroneously listed as an installment loan be changed to a mortgage. We have never heard from Lakeview as to the resolution of this matter. We have called several times and from one operator did learn that the matter had been closed XX/XX/XXXX. We were promised that we would be contacted. Nothing on our credit report has been corrected. In fact, somehow, this listing as an installment loan has been made retroactive all the way back through the construction loan.I never signed paper for an installment loan with XXXX XXXX, the original mortgage leander ; I signed mortgage loan papers. XXXX sold this loan in the XX/XX/XXXX to Lakview. I understand that technically a mortgage is an installment loan, BUT, not all installment loans are mortgages and to havwe this listed this way on my credit report is misleading, not entirally correct and hurts my rating and my opportunities for credit in the future. I would like this properly and correctly listed as a real estate mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-12

Philadelphia, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I emailed XXXX customer service to resolve a payment/billing issue I encountered last month. It has been 3 weeks and I have not heard back. The situation : - In the middle of XXXX, or potentially towards the end of XXXX ( I can not confirm the exact date ), I logged into https : //lakeviewloanservicing.XXXX/ and increased my monthly auto-draft payment amount from {$2000.00} to {$2500.00}. - I did not know, nor did the website clearly state, that changes to auto-draft payment options take 2 weeks to go into effect. - My monthly mortgage payment auto-drafts on the first of every month, and has done so since the inception of this mortgage - I have never missed a payment and have always had auto-draft set up. - I have made sure to always have sufficient funds in my bank account to pay at the first of every month. I can produce bank statements to show I had enough money to pay on XX/XX/XXXX and this was not a bank error. - After changing my auto-draft amount in XXXX, my XX/XX/XXXX payment did not process and was missed. - On XX/XX/XXXX, a late fee was imposed on my account for {$82.00}. - On XX/XX/XXXX, I was notified via phone call that my mortgage was being sent to collections and I had the option of paying over the phone. - This was the first time hearing that my mortgage payment was missed. I immediately tried to understand the situation and confirmed with the person on the phone I always had auto-draft set up and at no point did I cancel it - the customer service rep confirmed. - The customer service rep ended up waiving the {$82.00} late fee for me but could not waive the {$15.00} one-time payment processing charge. - In addition to the processing charge, I also realize that since my payment was missed, Lakeview/XXXX will notify the credit bureaus and my credit score will go down. Please let me know if there is any other information I can provide to help with this matter. My contact information is : email : XXXX cell phone : 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

2018-09-11

Gardnerville, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been trying to remove my mortgage insurance with my Loan Servicer. I have a conventional loan and have had this loan for over 2 years. My value has increased greatly and my equity has increase to a point that i could request to petition this MI with a new appraisal to show my current value. I started this process in XX/XX/2018 and they have not replied back to me by letter or phone. I called the company on XX/XX/2018 and spoke to a customer service person and then a supervisor. I was told that they would have an appraiser contact my within a week and help me take care of this. As of today the XX/XX/2018 i have not had an appraiser call me. The company has called me and when i call back they tell me this is still pending. I can not get a straight answer from them and i feel like they are taking advantage of me. My father is a real estate appraiser and my mother is a loan officer and they know the rules regarding the removal of mortgage insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-10

Liverpool, TX

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

2018-09-10

Huntsville, AL

Credit monitoring or identity theft protection services

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/XXXX I have been attempting to make my account current and applying the funds under the correct category. There have been many letters sent, complaints made, and complaints uploaded to your site, CFPB. There has been no resolution as of today, XX/XX/XXXX and yesterday I received a inaccurate and offensive letter from XXXX XXXX. Today I have typed up a letter to send to him in regards to this letter, but I also decided to provide you all the information again pertaining to my issues with them over the past year as well as sharing his letter and my response. Over the past few months I have been paying off my debts and clearing up some outstanding financial issues. I have been extremely successful except for my mortgage, who had been unwilling to help. You will see in one of my attachments I am current on 4 out of 5 accounts. That to me shows a big red flag on this company and their reporting of my payments. I have sent many complaints to you and I see others have made complaints to you in reference to this company. I am not sure how you eventually get to a place where this company is investigated but I would highly suggest you begin an investigation before others suffer at there hands.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-05

Ankeny, IA

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

2018-09-05

Shadow Hills, CA

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