LAKEVIEW LOAN SERVICING, LLC

2018-02-23

Jacksonville, FL

Trouble during payment process

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

2018-02-20

Garber, OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I received an annual escrow account disclosure statement dated XX/XX/XXXX from Lakeview Loan Servicing , LLC. This statement reflected a {$1900.00} shortfall in the escrow account associated with my mortgage, & the mortgage payment was set to increase 27 % from {$660.00} to {$830.00} on XX/XX/XXXX. Property taxes are only {$370.00} per year, & XXXX property hazard insurance was {$2000.00}. {$250.00} of each mortgage payment was being deposited into escrow throughout XXXX, which should have easily covered these amounts for the year. However, after calling Lakeview Loan Servicing 's customer support line ( XXXX ) 3 different times on XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, & being placed on hold for over 45 minutes each & every time, Agent # XXXX ( XXXX ) finally admitted that escrow funds had been misapplied between my escrow account & someone else 's account in early XXXX. After the loan company " fixed '' their mistake, somehow my escrow account is now nearly {$2000.00} short. They now need to make up the difference over the course of 12 months by raising my overall mortgage payment to a level that is completely beyond my current budget, as my wife has recently become employed again after a long period of unemployment. Although XXXX clearly admitted on a recorded line that the escrow mistake was made on their ( Lakeview Loan Servicing ) end of things, I am still left with them expecting payments exceeding {$800.00} per month beginning XX/XX/XXXX. If I could fire this mortgage company, I would. Apparently raising my mortgage payment by nearly {$200.00} is the only option available to me, even though the mistake was on their end & I have done nothing wrong. I have been offered no other options or detailed explanation, or even an apology for getting my escrow account so out of sorts to begin with. Unfortunately, my plan of action at this point is to pay my normally budgeted mortgage payment of {$660.00} in XXXX, because it is all that I can do. I am sure that the late fees will start piling up, & if it goes on like that long enough, I will end up losing my house over a " fixed '' mistake that this horrible loan company made with my escrow account. This has ultimately turned my American dream of home ownership into a real nightmare, & if there is any way for other homeowners to avoid this company, PLEASE DO SO!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-31

Warren, RI

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I recently closed on my home on XX/XX/XXXX. My mortgage then changed hands and is serviced by Lakeview Loan Servicing , LLC. My payment includes taxes and insurance however I applied for the XXXX XXXX with my city, which was approved. Once I received the updated tax statement I faxed it to Lakeview Loan Servicing , LLC and requested them to confirm with me upon receipt. I never heard back. I sent an email and I have tried AT MINIMUM four times to reach customer service about my escrow account via phone ... their recording would say they had a high call volume and to leave a call back number. I have done this THREE times. I received a call back over a week after my initial request ... Though I am not sure if my email to customer service or my request for them to call me triggered the call back. Regardless, whomever I spoke with told me that my account would be updated by XX/XX/XXXX. It is now XX/XX/XXXX and YET AGAIN I have not heard back and my payment amount has not been updated. I sent ANOTHER email on XX/XX/XXXX and have not heard back from that request either. I find the lack of customer service to be unacceptable. The ONLY way I was able to talk to someone was when I opted to speak with someone about my insurance, because this company also had an error with my insurance information ( no fault of mine as I have had coverage and its paid for with my mortgage payment ). After I resolved the insurance information I asked the woman to connect me to customer service because I am not able to reach them, she said she would stay on the line but then transferred me to another recorded line instead which eventually hung up on me. Being unable to reach my mortgage and have my payment adjusted down to where it should be is not acceptable. They also now will need to back date and update the additional payment amount to principal however I can not get ahold of them in a timely manner, they have left me with no choice but to write this complaint in the hopes to get this matter resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-31

Trumbull, CT

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

2018-01-31

Allenwood, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We are receiving notice from the township that our property tax has not been paid and we are delinquent. We placed several calls to LAKEVIEW LOAN SERVICING to inform them that the township has not received the property tax payment. We were told that it has already been sent. The first notice was for XX/XX/XXXX and the second notice was for XX/XX/XXXX outstanding tax dues. Currently, we are given notice that our home will be placed on lien if XXXX XXXX XXXX can't provide supporting documentation that the payment has been mailed, cleared and received by XXXX XXXX, NJ. We are given untilXX/XX/2018to make the payment. We were told that they do not have access to these supporting documentation available since they use a third party company to disburse funds. I have spoken to a supervisor to assist with the issue but has not returned any call for an update. I am hoping this agency can assist me in this matter. I have a mortgage account and escrow account in good standing and it is unfair to put us through this situation when we have more than completed our obligation, to pay our mortgage on time. We have sent a copy of the delinquent notice the moment we received them. We have placed repeated calls sincXX/XX/XXXX but XXXX XXXX XXXX has not resolved this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-28

Cadwell, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have asked multiple times for an explanation of " corporate advances '' on my account with XXXX XXXX XXXX. We filed for a Chapter XXXX bankruptcy in XX/XX/XXXX when my husband lost his XXXX job due to a store closing and was unable to find work at the XXXX level again - resulting in a loss of about 60 % of his pay. After this we received no further statements of any activity on our account beyond the annual XXXX required by the IRS. We modified our loan thru HAMP during our bankruptcy when my husband was diagosed with XXXX. I have never been given any information on where the amounts on the two notes was calculated despite asking. When the account servicer for XXXX - XXXX was was changed to XXXX, I was shocked to see over {$4000.00} in " corporate advances '' on the history of the account. I asked XXXX for an explantation/history of these amounts and was told the former service company- XXXX would have to explain these as they only had the basic information. I have asked XXXX repeatedly for this information. I have contacted XXXX XXXX XXXX directly for this information and have had no response. I have gone so far as to email the CEO of XXXX - no response. This year - I received the XXXX statement from XXXX for XX/XX/XXXX - they are reporting no MPI on my loan for the entire time they have had my loan, but my record of payments show monthly payments being made. All I am seeking is an honest answer on all my questions regarding these questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-27

Shawnee, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The complaint is against XXXX and Lakeview Loan Servicing. They have not properly credited my payments of principal reduction and continue to charge me interest on principal which I have already paid. They are not crediting my payments in a timely manner. See attached : back of check indicates it was received on XX/XX/XXXX, it was not applied to the loan balance until XX/XX/XXXX. They also did not apply my extra payment to principal as requested, but applied it to the payment due on XX/XX/XXXX. See attached letter and payment statement from XXXX. They have not responded to my correspondence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-26

South Point, OH

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

2018-01-24

Bloomington, MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I would like written documentation indicating who should be named on my Homeowner 's Insurance Policy as the Mortgagee. The company keeps telling me it should be Lakeview Loan Servicing, but they have been unwilling to provide evidence or written documentation to back up that statement. In addition, I have gotten statements over the past year from both Lakeview Loan Servicing and XXXX, so I am not sure which, if either of these two companies should be named as the Mortgagee in my homeowners insurance policy. When I dealt with this company this past summer requesting the removal of my PMI, they told me that the reason it took you over 60 days to respond to my request was due to the fact that they were just the loan servicer and could n't make any decisions themselves, which makes me wonder whether they should be named as the Mortgagee on my home owners insurance policy. Further, I requested this information on XX/XX/XXXX and was told it would be sent that day. I never received this documentation. I have now waited over a month and have received nothing. This needs to be provided asap as I have an insurance check that I need to have endorsed in order to pay for repairs that I have paid for out of pocket that were covered by my insurance policy. I have basically perfect credit. I am years ahead on my loan payments and still this company treats me like I do n't matter and am requesting something ridiculous. I have a contractual obligation under my mortgage to name my mortgagee on my homeowner 's insurance policy as the mortgagee, and this company can not provide me the basic assurances or evidence that would substantiate that I have the correct company named in my insurance policy so that I can be certain I am complying with my contractual obligations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-19

Mount Ivy, NY

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

2018-01-09

Spring Hill, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: this situation truly started in XX/XX/XXXX when sending us a check for XXXX stating they could not keep that amount in escrow for tax purposes? In XX/XX/XXXX we realized this was incorrect and received notice of an increase when calling to ask we were told because we did not pay back the XXXX, through the course of the year this has been paid back plus XXXX.On or about XX/XX/XXXX we received notice that our loan company was partnering with Lakeview all looked well until we received the escrow amount was incorrect, my husband and myself were on the phone for over 4 hours until the situation was resolved and the error of XXXX/Lakeview was corrected.in our account, upon looking at our account in XX/XX/XXXX we have seen discrepancies and have been trying to resolve and were informed we were projected correctly and the total showed the taxes paid in XX/XX/XXXXbut did not reflect in our statement, but yet in the month of XX/XX/XXXX and XX/XX/XXXX we had nothing taken out for our escrow? When the following month the Phone call was made and I spoke with an agent #XXXX she stated that instead of XXXX for Insurance they only withheld XXXX? When I asked why she could not answer and she told me someone would call me back to handle this, I never received a call back. I called again in XX/XX/XXXX and was put on hold for so long it hung up. I called back and was talking again to #XXXX who stated to hold on as she would get someone for me and again I was on hold for so long it hung up. I was face timing my daughter who witnessed this and the conversation I was having with the agent (made on my landline). I called again and left a call back number. I was contacted by a agent who proceeded to tell me I was short because the escrow team projected a XXXX Insurance premium? When asking her on what bases were they calculating as my Insurance has never been under XXXX she told me I was angry and would not allow here to finish and transferred me to #XXXX with this she conferred that they did indeed mis calculate and assumed that no windstorm was applicable? My Insurance company sent to them the same information available and composed on the Declaration page. So again I ask her by who's presumption and not following the Insurance trend for my property? #XXXX stated we could take out a 24 month deferment for our escrow since they are not blaming me.... I ask how are you not culpable? By their own admission they simply stated we did not have all the coverage information and decided to add or delete coverage per ???? Which in itself is not a whole truth as they receive the same information on Insurance premiums as myself provided by XXXX XXXX XXXX/XXXX XXXX. While the increase in my monthly payment should not increase by over a hundred dollars again due to the grossly miscalculations based on inadequate information or presumptions. The explanation of the increase is now as they have corrected the error XXXX after we pay back the XXXX shorted the escrow account. I asked how can this be as our payment should only be impacted Taxes and Insurance which have not escalated, but I could see with taxes increased slightly they would want to be ahead of the curve forXX/XX/XXXX. This in no way deflects from the escrow account and the MAJOR shortage. While she admits it is their mistake and apologized for the mistake I now have to face financial hardship in order to rectify their accounting practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-11

Riverside, 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

2017-11-24

Stkn, CA

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: XX/XX/XXXX : Contact with XXXX . XXXX XXXX ( NMLS XXXX ) of Lakeview Loan Serving Company ( LLC NMLS XXXX ). I wanted to change my FHA loan to convention loan. So could save on the FHA insurance. At this point an agreement was signed and appraisal of the home was made, which I paid approx. XXXX, and the documents/signed paper request were email and sent to XXXX XXXX. At this point, she advised that I pay off my HERO loan and a credit card. I advise that I was not concern about the credit cards, just the HERO. The file was turned over to XXXX XXXX, and then I received a call from XXXX XXXX, about XX/XX/XXXX, indication that appraisal came low ... again I advised XXXX XXXX that I would per just paying the HERO loan off and that credit cards were not important. At this point we decided to go an re-apply for FHA loan and re-appraisal. The appraisal came back higher and it gave more room to pay more things off ... which I only wanted to payoff the HERO loan. I was then given a review officer named XXXX XXXX ( XXXX XXXX ). Who was very helpful and advised and needed extra document which he received. It was this time ( 3x ) that asked about paying my mortgage payment. XXXX XXXX always stated to wait because we would be closing before the due date of the mortgage payment. XXXX XXXX advised other wise and made payment before the penalty period. I received a phone call from XXXX XXXX XXXX ( XXXX XXXX ), in the start of XX/XX/XXXX, that she would be reviewing my application, the application was pre-approved and again had to sign some documents. I asked, XXXX XXXX about a closing date, she advise about XX/XX/XXXX. I asked her about paying the mortgage payment also advise to pay it. She further advised that the loan agreement was to end on XX/XX/XXXX. This was not known to me. On XX/XX/XXXX, I received a call from XXXX XXXX, indicating my loan was not approved because a ratio to income, did not understand, especially when it was pre-approved. The file was returned to XXXX XXXX, we discuss the issue and numbers, and it came back approved. On XX/XX/XXXX several attempts in calling XXXX XXXX for updates and she stating that she was working very hard with her supervisor the have loan approved. She then requested a letter from my retirement group, indicating monthly income. She was already aware of my income ... but I send her the letter from my retirement group on the same date XX/XX/XXXX. I also advise her through the email that HERO had a payment due on XX/XX/XXXX the same day of the loan contract. On XX/XX/XXXX I had made contact with XXXX XXXX ( loan officer ), who was able to guide me in the right direction and I trust his judgement. I advise XXXX XXXX, that I was having trouble and difficulty reaching XXXX XXXX, by email and phone calls, and just wanting an update. He advised that he would contact her and to call me. XXXX XXXX that she would make contact. She never did ... At this point, I tried and continue to make contact with XXXX XXXX, with negative results. Without any contact, I decided to send an email to customer services, XXXX XXXX and XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX again I tried to contact XXXX ... nothing On XX/XX/XXXX I sent another email to XXXX XXXX and XXXX asking for an update I received nothing or update.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-22

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 1 - I mailed a payoff request letter on XX/XX/XXXX Never received the information from the lender. Turn around time was three ( 3 ) business days, per the lender. 2 - I requested a payoff via the vendor 's email account on XX/XX/XXXX. Never received the information from the lender. Turn around time was three ( 3 ) business days, per the lender. 3 - I requested a payoff via the vendor website on XX/XX/XXXX. Never received the information from the lender. Turn around time was three ( 3 ) business days, per the lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-16

Mem, TN

Trouble during payment process

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

2017-11-06

Huntsville, AL

Trouble during payment process

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

Untimely Response

2017-10-26

Bellingham, WA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-10-23

Colo Spgs, CO

Trouble during payment process

Mortgage: VA mortgage

Complaint: My loan was purchased by Lakeview Loan Servicing LLC from XXXX mortgage. I was notified XXXX days later that my payment was late ( I had not clue my loan had been purchase ), then XXXX week after that I received notice that I did not have hazard insurance. Bottom line - nothing transferred between lenders as I had auto-payments established with XXXX. My insurance is current on the property XXXX XXXX XXXX. Very concerned my escrow didnt transfer or will be applied appropriately. Lakeview has XXXX ability for online access and their process for validating insurance is broke ( mail instructions with code do not work ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-17

Vineland, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX 2016 my wife was mobilized from XXXX status to XXXX then XXXX overseas. We filed the appropriate paperwork with XXXX to invoke the Servicemen 's Civil Relief Act ( SCRA ) for this loan. The mortgage payment prior to SCRA was : - ( P & I ) = {$770.00} - Escrow = {$260.00} - TOTAL = {$1000.00} After SCRA was invoked the payment was : - ( P & I ) = {$770.00} XXXX Escrow = {$240.00} - Buy down ( SCRA ) = XXXX - TOTAL = {$900.00} XXXX incorrectly lowered the Escrow payment and, in violation of Federal law, kept the amount of interest paid to the bank at the 7.78 % rate. The lowering of the Escrow payment has now caused a huge Escrow shortage. XXXX, a manager at XXXX, has documented my grievance. I believe this is not the only SCRA loan that has been incorrectly modified to collect funds boosting the banks profits and harming the service member.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-16

Simi Valley, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XXXX XXXX, XXXX we were served a notice of default with XXXX, XXXX XXXX XXXX. We were put through a modification and on XXXX XXXX, XXXX we were Approved for a loan modification and they set up XXXX trial payments. After making the first payment our loan was transferred to XXXX XXXX XXXX Bank XXXX XXXX XXXX XXXX XXXX servicing. We made all three trial payment XXXX XXXX, we kept on top of the sale date with their appointed attorney, and they continued to let us know there is no sale date everything is still on hold while we complete our modification. We spoke to XXXX XXXX XXXX bank when we made our XXXX payment on XXXX XXXX, XXXX They said everything looked good and they were sending out the paper work for the permanent modification and that had to be notarized. XXXX on XXXX XXXX, we received a notice of Acquired XXXX. Come to find out XXXX XXXX on our home, with no sale date, after successfully completing our trial payments the day after we gave them our XXXX XXXX payment. We were scammed out of our home. They gave us no notice of denial of modification, no sale date was posted to the door, no notice!!!!! We did everything on our end on time. They are liars and should be held accountable for their actions, this is dual tracking and is illegal in the state of California. We will be contacting an attorney as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-13

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We have a loan through XXXX lending services. We agreed to have monthly payment automatically withdrawn from our bank account on the XXXX of each month. We received a letter towards the end of XXXX stating that XXXX lending services has sold our loan and we would be making payments to Lakeview Loan Servicing , LLC on the XXXX of XXXX. On XXXX XXXX our mortgage was withdrawn by XXXX lending, from our account as agreed. But on XXXX XXXX It was taken out again by XXXX. I contacted XXXX on XXXX XXXX and spoke with an agent who told me i needed to send them my bank statement to prove that the payments were taken out XXXX, This made no sense to me because the agent could see the XXXX payment on her computer screen this was evident by her statement, " ok i see the payment on the XXXX and the XXXX '' when i expressed my concern as well as my concerns about this happening again next month she stated, " well lets hope not '' she then proceeded to tell me that she was skeptical of my call because and i quote " You have automatic payments set up correct? Well i have never seen this happen before so I 'm a little skeptical '' i asked to speak wit a supervisor and was told that one would call me back by end of business. well no call. After that i called XXXX XXXX about the same issue, they transferred my call to XXXX i ended call and called them back. the gentleman i spoke with said he would contact XXXX for me and have them get back to me. Again no contact. I have responded to bot company with an email as well as a copy of my bank statement to rectify this issue. still no call back. It would be XXXX thing if we we 're talking about XXXX bucks, but we are talking about over XXXX and to have that taken out XXXX in a month could be devastating to someone who is living paycheck to paycheck. I hope someone puts these lending agencies in there place and lets them know this is not ok and to stop treating consumers like we owe them something. please help. When i spoke with XXXX today they said it was a glitch with Lakeview loan servicing llc computer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-09

Chicago, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is my 3rd complaint on this company their are continuously going on up on my mortgage without reason. Last statement I received stated that I had a overage of {$38.00} with to me means {$38.00} too much. I also called them and tried to find out about my payments going up over the overage but, I keep getting the run around. I was not given the chance to pay the {$38.00} so that it wont be added into my mortgage. By law I should have been given that option. I have called 3 times in XXXX alone. No one has returned the calls I left with their account specialist. They keep putting me on hold and hanging up or just going to different voicemails. For some reason they keep doing escrow analysis on my account and going up on my mortgage. I have had 2 done in less than 6 months. I feel like their just trying to find a reason to go up on my mortgage. That law states that escrow analysis are done annually. Which is once a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-04

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have attached a XXXX documents. The customer service department sent me a message XXXX XXXX attached XXXX XXXX XXXX which clearly states : Your loan has been non-escrowed for insurance. However, the company still charged me for insurance from XXXX XXXX XXXX XXXX, see attachment XXXX CFPB XXXX - XXXX, They keep telling me they sent letters. However, their customer service department was negligent by sending me a message the loan would be non - escrowed. I would like my mortgage to be non-escrowed at once.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-26

Oxford, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-09-19

Rancho California, CA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response