LAKEVIEW LOAN SERVICING, LLC

2018-04-30

Glendale, CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The statement that I received for making my payments has a different names on it. It was XXXX and now its Lakeview. It's my understanding that I should have received a notification from XXXX that the servicer was changing. When I inquired I was told that the original documentation that I received over two years ago had this information on it. That's not acceptable. New notification should have been sent as I understand the regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-25

OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Lakeview Loan Servicing bought my loan without my knowledge or consent from XXXX and I've had nothing but trouble since. If I had known they were going to switch and especially that there were new terms such as fees for processing online payments, I would have applied for alternate financing! There was some sort of an issue with the way XXXX paid my homeowner 's insurance so it was billed again and rather than checking anything, Lakeview paid it a second time. Now, they have double my annual insurance amount to cover it. I have been calling since XX/XX/XXXX when I saw that they were increasing my payments, but to no avail. I have spent numerous hours on the phone. I have sent numerous emails and they continue to ignore me. When I get them on the phone, they pretend they haven't talked to me before or have no notes and then, transfer me to non-existent lines, and I get a disconnect. I have had them talk directly to my insurance company, but they pretend to not understand! They can not be that ignorant! It is simple math!!!! They are fully aware that the only payment to be made to my insurance company this year is {$56.00} total for the year, but they have raised my escrow amount by more than {$100.00} per month! I believe they did all of this because they know I have been struggling to make the payment. Now that I could have made the correct payment on time the last two months, I can not because I do not have the correct payment amount. I am at a loss of what to do! This is an incredibly dishonest company!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-24

Clermont, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have had numerous issues with XXXX XXXX, the first issue has almost been resolved however I am still after 3 months outstanding a payment of {$230.00} which apparently comes from FHA direct! The other issue which is ongoing and I have numerous emails and phones calls logged with them, is that I have had my FHA mortgage since XX/XX/2012 and as soon as the 5 years were up and we met all the criteria to have the MPI removed, I emailed/called/wrote to them, never had a response albeit generic emails to say put it in writing to us why you want it removed and if you meet the criteria we will contact you! This was an ongoing issue, one one phone call the agent told me I would not be able to have the MPI removed as the Loan to Value was not enough and it was not a current valuation but original valuation, I explained I wanted to make a payment to bring the LTV down to the correct amount which would save me {$240.00} a month, yet again she said she would get the dept to contact me! they never did, they have documentation of all my email requests, XXXX XXXX at XXXX has confirmed this and I have been in touch with him since XXXX, so I have basically overpaid {$240.00} per month and I want a refund of this asap, they have told me I am correct and this should have been actioned and it is with the Manager, well it has been with the Manager for months! I want a resolution as this has so far cost me time effort stress and more importantly my hard earned dollars. Please can you help me reach a conclusion. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-04-19

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since the beginning of 2018 I have been trying to contact XXXX to have my account credentials reset. It appears they have updated their systems and my account credentials no longer work. I simply just want to get access to my statements online, however after 3 months of calling and emailing, they are still unable to action this simple request to provide me access to the information on my loan accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-18

Duette, 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

2018-04-16

SC

Trouble during payment process

Mortgage: VA mortgage

Complaint: Our mortgage was transferred from our original signatory agency, XXXX XXXX XXXX, XXXX, South Carolina to Lakeview Lone servicing in or around XX/XX/XXXX. I don't have an exact date because we were never informed, sent any information and most importantly no bills were delivered either via traditional mail or electronic means. During this time I was XXXX on a detachment with the XXXX XXXX. My wife was at home tending to the bills. After attempting numerous calls, none of which reached an actual person, she was unable to contact the company for well through XX/XX/XXXX. During this time, we also did not receive any paper bills, the first one finally arriving in XX/XX/XXXX. When I returned, we were finally able to get a hold of person ( after multiple days of trying ), and pay our entire overdue balance and the first contact with the company. Despite this, the company still reported to the credit bureau that we missed two mortgage payments. It should also be noted that we were never notified via phone call, text, e-mail or letter that we were in default during this period. They simply reported the missed payments without any notification to us what-so-ever. I have never been in default of a payment with any credit agency before or since this interaction with this company. Because of their actions, my credit was negatively impacted enormously, something I have maintained for years. I humbly request the assistance of the CFPB to have this blemish removed from my credit report. As a military member, I have to move quite often and this will very negatively affect my interest rates in the future. Thank you very much in advance. -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

2018-04-16

Charlotte, NC

Struggling to pay mortgage

Mortgage: Other type of 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

2018-04-14

CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am having two issues with this company. One is that I accidentally paid my property taxes when they are supposed to so the city has advised they will issue a refund to the mortgage company. I asked my mortgage company for a refund. No response. My second issue is that I have requested, in writing, for them to remove my pmi charges from my mortgage. I got an email that theyll address within 5 business days. No response since then.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Milwaukee, WI

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

2018-04-07

Atascocita, TX

Incorrect information on your report

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

2018-04-04

Las Cruces, NM

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

2018-04-03

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: There are several issues here : -Lakeview/XXXX made a mistake by only charging me $ XXXXmonth and removing taxes from my payments and not telling me. I set my rental property to my mortgage payments. Had Lakeview/XXXX not made an error and set my monthly payments accurately, I would have set my rent differently. Lakeview/XXXX should be responsible for the shortage. -Taxes Lakeview/XXXX did not pay in 2017 were roughly {$6000.00}. {$6000.00} is the difference they need to make up. How do my payments go from $ XXXX/month to $ XXXX/month? This does not make sense. Again, for the taxes that LakeviewXXXX did not pay in 2017, they should be held responsible as neither I or XXXX XXXX told them to stop paying the taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-02

Scottsdale, AZ

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: I purchased a new home ( address XXXX XXXX XXXX, XXXX, Az. XXXX on XX/XX/XXXX. Funds were wired from my mortgage company to Lakeview Loan Servicing ok XX/XX/XXXX. The seller was in foreclosure prior to the completion of this sale. Funds remitted to Lakeview paid his loan in full and should have resulted in the stoppage of foreclosure. It did not, and a foreclosure sale occurred on XX/XX/XXXX. I have tried, unsuccessfully to get into contact with Lakeview to have them resolve he matter. Foreclosure should be rescinded immediately. Separately, the debt collector/attorney of the company which purchased the foreclosure stated verbally to me that they knew the lender had messed up but that they needed to threaten me with action to get me to put pressure on the mortgage company .... Not ethical business practices on behalf of attorney XXXX XXXX in XXXX az.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-30

Portland, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Lakeview Loan Servicing LLC continues to delay crediting payments. In XXXX payment was sent on XX/XX/XXXX from our XXXX XXXX Bill Pay system in the amount of {$1800.00}. The copy of the check is stamped by XXXX on XX/XX/XXXX but the payment was not applied until XX/XX/XXXX. The same thing occurred in XXXX the payment of {$1800.00} was sent on XX/XX/XXXX but this was sent electronically and XXXX tells me is should arrive in 3 business days. This payment was not applied until XX/XX/XXXX. XXXX tells me Lakeview changed the payment to electronic- this is something I do not understand- how Lakeview can make this change- I am told by XXXX that this makes the payment show up in 2/3 business days. This transaction does not have a stamped check like the XXXX payment. These late payments result in a fee. Every month I call Lakeview and complain and thus far they have been willing to reverse these late charges. Every time I call I get different information. I ask to speak with a manager and they tell me the payments are in fact late, when my bank tells me they should not be.Hold times are excessive. How can I use another loan servicer? Lakeview is TERRIBLE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-23

Bedford, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I received a phone call from XXXX who services XXXX XXXX XXXX saying that I had not made a payment for XX/XX/XXXX. I had in fact made my payment and the check had already cleared my bank account. My amount stated on my statement was {$XXXX}. I wrote a check for {$XXXX}. Upon talking to the representative he said I needed to have paid {$XXXX} and that the statement was misprinted. I told him I did not have the money at that time because I had not budgeted for an extra {$XXXX} ( and change ) to come out. I was then transferred to the collections dept to which a very unfriendly lady told me that the mistake was made due to my escrow funds being incorrect and that she would resubmit for it to be reanalyzed but if it went past the XXXX of the month I would still be reported to the credit report bureau even though the mistake was on their part. Approximately XXXX mins later the company XXXX XXXX XXXX calls back to let me know more specifically what happened. The supervisor I spoke with said that when I made an escrow payment of {$XXXX} back in late XXXX they did not apply the fund correctly to my escrow account and held that money a separate suspense account. She said so then my mortgage monthly statement was printed and printed incorrectly. She said once they realized the mistake they started calling today XXXX XX/XX/XXXX ) to get the remaining amount of money due to them. I told her that I had been told {$XXXX0} was my new monthly payment. She stated it was incorrect and if I did not pay them the additional $ XXXX I would be reported to the credit bureau. I stated " if the mistake had not been made in the first place then the proper amount could have been budgeted and submitted. '' This is not the first mistake this company has made with me. Last year XXXX they claimed I never made a payment in XXXX to which I spent countless hours having to prove I paid it and paid on time. The made a mistake on my escrow at the end of XXXX stating that my house was not Homestead Exempt and I owed {$XXXX} additional to them to which later they told me was a mistake on their part and my house was and had been homestead exempt all along ; however, I would not be receiving a check back because " I live in a city with high taxes '' XXXX quoted from their company ). I told them on XX/XX/XXXX I was called and told a refund check was being processed and sent to me for the escrow mistake and overage. Today when speaking with them in regards to this matter as well as the prior matter they said in XX/XX/XXXX they reanalyzed my taxes and decided my escrow amount was still short by {XXXX} and that I would not receive a refund check and that they would need more money from me for escrow. My taxes in XXXX were no where near that amount for some reason in XXXX they were over {$XXXX}. When talking to my tax office here my taxes should have only been {$XXXX}. I also live in a small home that does not appraise for greater than {$2XXXX} so it does not add up why so much was needed in my escrow account nor will they send me a print out of it NOR will they allow me to speak to anyone in the escrow dept when I ask. I was told they do not take incoming 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

2018-03-23

Philatelic Center, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I was in the process of doing an FHA streamline refinance that would have saved me significant money on my monthly payment. Towards the end, we were working with Lakeview Loan Servicing LLC to order a payoff. Lakeview stalled my originating lender by over 1 week in getting a correct payoff. My lender requested that my impound account be netted towards the payoff, which would reduce my cash to close by {$XXXX}. At the last minute, XX/XX/2018 after a lot of effort on behalf of my lender, they relayed the news that they would not do a netted payoff. This made it so that I had to come in with an extra {$XXXX} that I did not have, and I had to cancel the loan. My lender is willing to re-attempt this next month or anytime in the future if we can get a netted payoff. But if we can not, Lakeview has made it unnecessarily difficult to complete my refinance, which would have saved me over 10 % on my monthly payment. Additionally, this is egregious because since my loan has started, rates have gone up on average by 1 % - which makes an FHA streamline not doable. Therefore, I may lose out on savings for the next 29 years of my loan, because of Lakeviews unwillingness to have client centric policies in regards to netted payoffs!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-20

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Our Mortgage loan # XXXX was bought out by Lakeview Loan Servicing , LLC inXX/XX/XXXX. XXXX XXXX handled it previously and paid my County Taxes inXX/XX/XXXX My escrow account has been charged twice for that now. {$1600.00} was paid XX/XX/ and {$660.00} was paid in XX/XX/. When the new company ran my new escrow analysis it shows another tax amount due in XX/XX/ of {$1600.00}. This is not due nor paid and caused a huge shortage in my escrow. Which in turn caused me to pay extra every month. I have a ticket number where I sent payment receipts in for taxes and I opened the issue with Lakeview. That is # XXXX. It's now XX/XX/XXXXand I have called more than 10 times. I get the same answer of its being processed and a new date everytime. 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

2018-03-15

Cedar Rapids, IA

Applying for a mortgage or refinancing an existing 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

2018-03-14

Firestone Park, CA

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-03-11

Elsinore, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I bought my house on XX/XX/XXXX and was required by the lender to have an escrow setup to pay my home owner 's insurance, PMI and property taxes. In XX/XX/XXXX of last year I received my property tax bill from the county ; the amount due was {$730.00}. XXXX, my mortgage company, did pay my property taxes in XX/XX/XXXX in the amount off {$1200.00}, although the county was still showing me as delinquent on XX/XX/XXXX when I received a delinquent notice from them, XXXX had not paid to the account number associated with my address. After getting that resolved the county said i had overpaid by {$460.00} and was due a refund, this was on XX/XX/XXXX. I sent the county a request for the overage to be sent to me in a check. I waited a month and still had not received the refund check so i called the county to ask why, and they told me that XXXX had been calling them about the refund and wanted the check sent to them instead ; The county is still holding the refund while this is being resolved. The beginning of XX/XX/XXXX I received my escrow analysis from XXXX and they are still overcharging me monthly for property taxes, they're also saying I have a shortage of {$250.00} in my escrow and my payment to cover the shortage will now go up by {$35.00} a month. I have sent them numerous emails and called several times to try and resolve this matter and prove to them that I am being overcharged for property taxes every month and that I shouldn't have a shortage in my escrow because i ended XX/XX/XXXX with a surplus of {$120.00}. XXXX either doesn't respond in a timely manner, like their website promises to do or they insist that the amount they are charging me on property taxes is what my county is saying I should be paying ; That is an out right lie, my property taxes did not go up by almost {$500.00}, I don't know where XXXX is getting their information, but the county says I will not be paying anywhere near the {$1200.00} that XXXX is charging 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

2018-03-09

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Im trying to contact them. I used the automated service when it says to hit # 5 for customer service it goes right back to the main menu. It doesnt allow me to go through to customer service. They raised my payment on my escrowaccount and trying to resolve this matter. Im getting extremely frustrated that I cant contact anyone on this matter. Ive called them 4 times in one week. Waited on the phone for 35 mins ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-09

Federal Way, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: My mortgage was sold from XXXX over to Lakeview Loan Servicing and I have received numerous calls from them about refinancing, lowinging my rate for no fee etc. When they first called they said it was just a modification, no fee. Then I get the paperwork and it's tons of fees and it was a refinance and not a rate modification. So I turned them down as they misrepresented themselves. Since then my husband and I have been harassed several time with calls asking us and telling us we need to refinance with them. We have asked nicely to stop calling us, stop emailing etc. THEY WILL NOT STOP! They are worse than a bill collector on crack. Please stop the insanity and tell them to stop calling us. We are tired of the harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-08

Huntsville, 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

2018-03-06

Newnan, GA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: The Company is : Lakeview Loan Servicing , LLC or XXXX Attn : Consumer Solutions Department XXXX. XXXX XXXX XXXX XXXX, VA XXXX I closed on my home XX/XX/XXXX. In my closing papers my new forwarding address was listed as XXXX XXXX XXXX XXXX GA XXXX. On XX/XX/XXXX- XXXX XXXX XXXX ( XXXX ) paid XXXX {$1600.00}. This was alarming considering I already closed on my home, so I called to find out what was going on. - XXXX confirmed they recieved payment from XXXX and issued me a refund check for {$1600.00}. - The XXXX XXXX XXXX Stopped the check to XXXX ( apparently the realized they paid them by mistake and sent my refund check to XXXX XXXX XXXX XXXX GA XXXX on XX/XX/XXXX ( or so they say ) Well that is not my address anymore, i clearly sold that house, so i cant figure out why they did this. - Since that is not my address i started calling XXXX XXXX XXXX and trying to MY ESCROW money sent to me ... - I have called SEVERAL times and always get put on hold and wait for 25 minutes before they disconnect me. - I believe this company is trying to steal my money and put me on a block list so i cant speak to management. - I am now trying any avenue possible for them to send me MY MONEY to the CORRECT address, this entire mix up is all their fault and they need to be held accountable for holding MY money for so long without permission. Please remove my address before publishing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-05

Clermont, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been trying to remove the PMI payment off of our mortgage and called to confirm the amount over & above the mortgage payment that would bring our loan to value to below the required 78 % on XX/XX/XXXX I was told it was {$12000.00} and we qualified as we have had the mortgage over 5 years and never missed a payment! I transferred the monies and it was in our mortgage account on XX/XX/XXXX I have the confirmation from XXXX XXXX, I have emailed 5 times and called 5 times and now spoken to a Supervisor called XXXX ID Number XXXX and they are telling me I now have to wait until XX/XX/XXXX! to get my refund back when they are still charging me for the PMI when I have contacted them numerous times to have it removed and refunded. Please can you help me. They ignore my emails, they ignored my written correspondence, they have never returned any of my calls, yet they have charged me {$230.00} x 2 PMI and still continue to charge when my LTV is lower, I did not pluck that amount out of the sky to reduce my mortgage they told me the amount, they record all their calls so they need to listen to them and refund me the money they are charging me, I have wasted hours and days on this, I pay my mortgage I have never missed a payment and yet they penalize 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