LAKEVIEW LOAN SERVICING, LLC
Consumer Complaints
There are over 539 complaints on file for LAKEVIEW LOAN SERVICING, LLC. Dated between 2019-12-05 and 2014-03-27.
Complaints Page 19
2017-09-16
Lk Buena Vis, FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: My family has been devastated by XXXX XXXX. Thankfully our home is still liveable, but we have a lot of damage! My hurricane deductable is {$4500.00}! I have XXXX kids, XXXX of them are XXXX XXXX. I do n't have {$4500.00} to shell out! So, I heard mortgage companies were giving a break to people in Florida, so I called my servicer, my loan care ( aka Lakeview ) to see if they also would give me 3 months with no payments and put it to the end of my loan. Unfortunately, my loan servicer must be looking to put people in financial binds and foreclose on their properties, as they made the deal sound great of no payments for 3 months. I am a loan originator so I asked a lot of questions, only to find out that I would owe 4 payments in XX/XX/XXXX and if you ca n't pay it then, a 30, 60 and 90 day late goes on your credit. They found a way around the law to " help people. '' What kind of help is that? It actually seems like they are taking advantage of these poor people who could have lost everything! It 's also ashame that since I have an FHA loan ( a federal government product ), that I get even less help! As the agent at my servicer so greatly explained to me. Bottom line is, this is a disgrace! Not only are people going through enough from the storm, the people who chose to do this are now going to fall into financial hardships from this in XX/XX/XXXX. I am sure that many foreclosures will occur now in Florida and Texas early next year!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-09-11
TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I reached out to my loan servicer via telephone on XXXX/XXXX/XXXX re : loan payment deferral to to me and my family being impacted by the recent Hurricane. I was told by the CSR that he could not assist w/ my concern and he would ensure a loan officer contacts me within 48 hours. As of yet, a loan officer has not reached out to me.
On XXXX/XXXX/XXXX I reached out to XXXX XXXX via email at : XXXXXXXXXXXX regarding my concern and have yet to receive a response.
On XXXX I reached out to Customer support via email at : XXXXXXXXXXXX and received an auto email acknowledgement with a reference/ticket number is XXXX, as of date no response or reply to ticket.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-09-11
Bavaria, KS
Applying for a mortgage or refinancing an existing mortgage
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
2017-09-06
East Troy, WI
Trouble during payment process
Mortgage: FHA mortgage
Complaint: We claimed bankruptcy last year in around XX/XX/2016. Our accounts got frozen by my bank because i had a car loan with them but they choose to freeze them completely until they got a notice from the courts that everything was discharged.
Once that was done I made catche up payments and did. however over a year later they are saying that i missed several payments and owe $ XXXX. I have sent them proof 3x that everything has been paid.
They never send me a monthly statement on what i owe or of any late charges. Instead they sent me a notice that I owe $ XXXX in back payments.
When we ask for this information they refuse. At one point they state I have a $ XXXX credit at the same time I owe $ XXXX and was stated that they maybe mixing up payments.
this is for XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-28
N San Juan, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In 30 yrs of having various mortgages and loans, I have NEVER dealt with a more incompetent and inept financial institution. It amazes me that we 're supposed to entrust these XXXX with money.
Problem started when my loan was sold to them from another mortgage servicer. Lakeview Loan Servicing took over as the servicer of the loan and promptly started charging me an impound fee for insurance despite the fact that they were provided the insurance information for the property. After dealing with this in MULTIPLE phone calls and finally getting the impound cancelled, my next statement showed a late mortgage payment. This was untrue as well and I have records of every pmt made on time. Six months later and after multiple phone calls with CS agents, the late payment and service charge are still not resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-19
Wonder Lake, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I entered a complaint XXXX The complaint was closed. But this is not my decision. This mortgage company sent me letters about the property tax Never in those letters they specified I needed a XXXX policy If I knew I needed a XXXX policy, I would have purchased I read my mortgage disclosure and never in that document it mentions requiring a XXXX policy. Nevertheless I provided them with a new XXXX policy, now the mortgage company wants to have me pay for the laspse If I never needed XXXX before, why would I pay a lapse in insurance? I feel like I have no rights with this company as a consumer I struggle to get anywhere when I have never missed a payment and I have always cooperated with them. This company has no respectable communication when I have been nothing but forthright and I have always provided the documentation they have needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-15
Oak Grove, MO
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
2017-08-03
Wonder Lake, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The company, XXXX or XXXXXXXX XXXX XXXX holds my mortgage. They forced Homeowner 's Insurance on my mortgage. I have supplied them with the documents over 5 times. They will not call me or provide a resolution. I have to call them in order to get a response. When I call them, they tell me we are processing your documents and will call you back. Again, they never call back and now I am stuck with a balloon payment of {$1900.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-25
Wallington, 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
2017-07-22
Forest Park, WA
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
2017-07-18
Trouble during payment process
Mortgage: VA mortgage
Complaint: I am a military member stationed in XXXX XXXX , who needed to sale my home, due to a renter vacating my home and failing to pay rent for 4 months. I paid for as long as I could, until my savings ran out.
During the sale process I believe that XXXX acted in bad faith, in an attempt to draw out the process and incur more fee 's and costs than they would have been entitled to if they had allowed the process to progress properly.
XXXX 2017- Called XXXX requested information regarding options for loan modifications : Explained that my renter had not paid since XXXX , and that I was out of savings to make required house payment.
XXXX XXXX 2017 : Called XXXX back after renter abandoned property- asked for package to apply for a loan forbearance.
Called XXXX again 20 XXXX ,2017 Stating I still had not received the package. They said they would re-send the package Called Back XXXX XXXX when I still did not received the package. Said they would re-send Called Back first week of XXXX was told that they did not think they could send me the package because I was stationed overseas. I countered this supposition with the fact that I was receiving late notice/ collection letters multiple times a week, at the very same APO Address that I was requesting the workout Paperwork be mailed to. They could give no reason why I still had not received the document packages At this time I was given the HOPE hotline contact number + XXXX as a resource that could help me fill out the paperwork. The phone rep again told me they would send out the Forbearance package.
XXXX XXXX I called the HOPE line and the person who answered the phone was only taking numbers for someone to call back at a later date/time. When I gave her my contact information, I was told that they could not call me back due to my XXXX location. I asked if they could email me- was told that was not something they could do at this time. XXXX XXXX I called back to XXXX , and explained my ongoing issue with working with XXXX in good faith, and that I had been trying to obtain the Forbearance package, and had for over 1 month been trying to resolve this. I was given the phone number for Loss Mitigation Department. + XXXX . Additionally I was told by the phone representative that to help expedite the process I could fax in the following required information required for the forbearance : Last 30 Days of paystubs, Last 30 days of bank statements from all accounts, A signed and dated hardship letter, Tax returns from previous year, list of monthly debts, and living expenses., and the listing agreement as I had identified that I was listing the house for sale. I was provided the fax Number of + XXXX 10 XXXX : I faxed all documents mentioned 20+ pages to the fax number + XXXX provided by the XXXX phone rep. I received confirmation of a successful transmittal.
XXXX XXXX : I called XXXX to confirm receipt of the fax, and to restate that I still had not received the forbearance package. I was told that I had sent the documents to the wrong fax number. I was provided with a new number + XXXX XXXX , and told thats where I needed to fax the documentation to. Again faxed all documentation and received conformation of transmission XXXX XXXX called back to XXXX again asking to confirm receipt of required documents, phone person could not verify receipt of documents sent. I again mentioned I still had not received the Forbearance package. Again was told they would send it out again.
Approximately 1 week later I called back to identify that I had accepted an offer on my house with an anticipated closing date of XXXX XXXX , I identified that the offer was sufficient to pay my house in full and had faxed the information to the last fax number provided for the loan modification office. I brought up that I still had yet to receive the requested forbearance package, or notification that the information I had faxed in had been received, but I identified that I was receiving an almost daily stream of demands for payments, and advertisements for the loan modification programs available. I was again told that the operator was requesting that the loan forbearance package would be mailed out.
Approximately a week later I received a notice from XXXX that they had executed a property inspection and found that the property vacated and that they would be changing the locks and taking possession of the property to secure their investment. I called them in a panic- Identifying that I had spent thousands of dollars to reconnect the utilities that had been disconnected by the utility company due to my tenant not paying, and that I had ensured the yard had been maintained, and all repairs in the house were underway to facilitate the sale of the home. I also reiterated my frustration that I had been trying to work in good faith with them for over 7 weeks in trying to get the paperwork processed for a loan modification that would carry the loan through the sale of the property, without adversely affecting my credit, or accumulating any additional fees.
The first week of XXXX the buyers closing company started requesting a payoff balance to facilitate the closing and transfer of the house.
I called several more times asking the status of my forbearance request and to inform that I still had not received the package, or get status of my faxed requests for the forbearance. At no time was the phone representative able to provide any information, or update me to the status of my faxed request.
The day of the closing XXXX XXXX -the Title Company still had not received the payoff amount, and after many calls was finally told that they couldnt /wouldnt release the information until I verified the homeowners insurance was in effect. I immediately called the insurance verification company and with the account information, that was verified by XXXX through a 3 way call and faxed the XXXX office- verification of coverage. I requested they immediately send the payoff information so we could execute the closing. They said they would notify the other office that proof of insurance was verified, and that the other department would send the payoff amount.
Several hours later at approximately 1800 the payoff amount was received instead of being the {$200000.00} phone quoted during the agent listing inquiry, the amount ended up being {$200000.00} ...
Even after verifying insurance was in place they Charged me {$1800.00} for ( FPI ) Force Placed Insurance, at closing, in addition to {$3200.00} in Interest that would have not been due had the Forbearance request been processed properly.
XXXX XXXX 2017 In addition to the {$1800.00} of the FPI costs, on XXXX XXXX they paid {$1400.00} in payment to XXXX , my insurance company, from my escrow account for the annual Homeowners Insurance renewal. All other annul Insurance payments had been made in XXXX , but this year they decided to pay the premium, a day after they were aware the home had been sold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-10
Yulee, 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
2017-06-28
Marysville, WA
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
2017-06-22
Chicago, IL
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I am contacting your office to file a complaint against Lakeview Loan Servicing. They have taken over my FHA mortgage loan from XXXX XXXX and have been difficult to deal with. Our family went through some hardship and temporary loss of income and missed some payments on our FHA loan and have been trying to fix the problem with Lakeview. The issue is that we keep getting transferred from one person to another at Lakeview and they have failed after several months of trying to open any type of review of our information for a workout. I know that there are supposed to be several different programs available for homeowners who are struggling with FHA loans, but Lakeview Loan Servicing is not giving us a chance to be considered for any of these programs. Instead they are difficult to communicate with and seem more interested in pursuing foreclosure than in trying to work with me to fix this problem. <P/>I live in this property with my husband and son and daughter in law and their XXXX children. I was able to buy this property and qualify using my monthly income from my position as a XXXX XXXX, but the plan was for my son and his family to contribute towards the monthly household bills in order to make things work. Unfortunately, not long after we closed the deal my daughter in law lost her job. I held things together for a few months but soon was in a position where I would default on this loan with XXXX. I contacted XXXX and was put into a trial plan and I began making these payments with the expectation that my daughter in law would find work but she did not and I was not able to fulfill the trail modification payments. As a result I was kicked out of the offer. <P/>A few months later our financial situation changed and improved and we began trying to get XXXX to work with us. We then found out that our loan had been transferred to Lakeview Loan Servicing. I began trying to contact them in order to make this situation right. I was told that they would not accept my regular mortgage payment, and that the only thing I could do was to repay all the late payments and attorney fees and late fees all at once. This was not possible. <P/>Their agents told me they would open a review of our case, but then our point of contact kept getting changed and it seemed that we were constantly getting the runaround. We could not make any progress and I dont think a review of the current and correct financial information was ever conducted. As a result, we are now falling into foreclosure. <P/>I dont know why Lakeview Loan Servicing is denying me access to these FHA programs. Why is my family not being reviewed for a partial claim, forbearance agreement, repayment plan, restructured loan or another modification? I dont understand why I cant even get a straight answer out of their loss mitigation department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-07
TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: XXXX I have sent the same below to XXXX , XXXX via their RESPA address provided online ( attached ). *** I am in receipt of the attached letter stating that my recent payment was returned to you unpaid and a {$25.00} fee was assessed. I would like to know what recent payment you are specifically referring to as the attached pay history reflects my {$1000.00} payment applied on XXXX / XXXX / 2017 and deducted from my bank account on XXXX / XXXX / 2017 . XXXX erroneously applied a payment on XXXX / XXXX / 2017 in the amount of {$1000.00} and then reversed the payment. I need this explained as I did not authorize a payment in the amount of {$1000.00} and should not be penalized with the fees of this action. I called XXXX , my banking institution, and they have no record of XXXX attempting to pull the {$1000.00} out on XXXX / XXXX / 2017 so why is this being described as a Bank Return? I have spoken to the following representatives at XXXX : XXXX ID # XXXX , XXXX ID # XXXX and XXXX ID # XXXX and received a DIFFERENT story each time of whats going on- which paints a pretty clear picture. On the bottom of the letter, there is a fee total of {$50.00}. Please explain this amount. Please explain why my XXXX / XXXX / 2017 statement reflects a {$0.00} fee balance and my XXXX / XXXX / 2017 statement now reflects a {$70.00} fee balance. The Real Estate Settlement Procedures Act ( RESPA ) 1026.41 ( d ) ( 1 ) states all fees are to be noted on my statement. The {$70.00} fee on my XXXX / XXXX / 2017 statement does not add up to the fees provided on the pay history sent to me by XXXX ID # XXXX ( attached ). Why are the statutory exp. corporate advances assessed on XXXX / XXXX / 2017 , XXXX / XXXX / 2017 ( XXXX FEES ASSESSED SAME DAY ), XXXX / XXXX / 2017 , and XXXX / XXXX / 2017 not reflected on my billing statement? Please provide a complete breakdown of EACH of those fees. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-03
Bellevue, 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
2017-05-31
Harsens Is, MI
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I sold my house. During escrow my title company/abstract office failed to send pay off/wir e n XXXX XXXX 2017 to my mortgage company in a timely manner ( 9 days past the closing d ate ) XXXX XXXX , and now my mortgage company maked my credit as 30 day late on my mortgage payment. I have emails from escrow company stating it was their fault due to their negligence and I sent this to my mortgage company on X/XX/17 . Auto email sid wait 5 business days. Its been 10 and I clled today and was told Id receive a phone cLl today. I did not. Meanwhile I have a 30 day late reported to the credit gods. I need a response and correction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-11
Oak Grove, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, I am having an issue with Lakeview Loan Servicing , LLC XXXX . XXXX XXXX XXXX XXXX , VA XXXX . I Paid my loan down to under 80 percent and submitted a request to remove PMI through an online portal submission. I did not get a response at all so I called customer service and the representative i spoke with said that I had to submit in writing through the web portal. I explained that I had already done so. She checked and did not see any requests for me. She suggested resubmitting and said that she could not help me. I resubmit, still no email confirmation or anything. I wait a few days and call back. This time the Rep said that I had to be under 78 percent or they would n't even pay attention to my request. I have been current over the life of my loan and though the documentation is confusing I believe that I should be relieved after 80 percent at my request. Well I went ahead and paid the loan down to below 78 percent and submitted the request again. It has now been another 2 weeks and I still have heard nothing. Three requests and two phone calls over a month and I still have not received a response. I believe that this co mpany is trying to continue charging me PMI illegally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-01
TX
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: This is a copy of the letter mailed to XXXX XXXX via cerified mail. Date : XXXX XXXX , XXXX To : XXXX XXXX Lakeview Loan Servicing , LLC XXXX : Cashiering Dept. XXXX XXXX XXXX XXXX XXXX , VA XXXX Cc : CFPB - consumerfinance.gov From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX : Error Resolution Notice und er 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below regarding the mortgage on my property at XXXX XXXX XXXX XXXX XXXX , TX XXXX . There are concerns that have not been resolved since XXXX XXXX has acquired my loan from XXXX XXXX . I have contacted the customer service department on several occasions in addition to emailing XXXX XXXX Customer Servic e Team Lead on XX/XX/XXXX w/ several attempts on XX/XX/XXXX , XX/XX/XXXX , and XX/XX/XXXX w/ return read receipts via email. I spoke with customer service was on XX/XX/XXXX and spoke w/ a supervisor where I was again promised that the following concerns below would be addressed, but it has yet to be resolved. PMI Online Account Error : Initially when my loan was transferred to Loan care, I was told the reason why I was not able to see all of my loan information online was because the website had not ported everything over yet. Specifically, I asked about PMI and they said this feature would be updated and available for viewing online within 30 days, so that I could clearly view my PMI LTV information. XXXX XXXX acquired my loan XXXX XXXX and still to this day my PMI information is not being displayed. See the attachment of the message I receive when accessing the site. Kindly investigate and contact me with a resolution. -On XX/XX/XXXX , spoke wit h Complaints Supervisor XXXX XXXX XXXX XXXX and was promised an ETA of XX/XX/XXXX to resolved any unresolved issues. She advised that loan was acquired acquired before XXXX ( XX/XX/XXXX ) and she would find documents to support eligibility for PMI removal. XXXX additionally, advised she will get w/ IT to get PMI Updated online and call back w/ options as to if PMI removal XXXX require down payment amount to get LTV wher e it s hould be to eliminate PMI on mortgage or if there is an option for another appraisal submittal if need be. -Did not receive call back as promised which delayed me making payment, thus on XX/XX/XXXX @ XXXX XXXX CST and spoke with XXXX Agent XXXX XXXX who took payment and confirmed that an email would be sent to me via email withi n 24-48 h ours to confirm that todays payment late fee was waived and does not count against XXXX late fee waiver for the year In addition, payment would not be reflected in payment history as a late payment. -CONFIRMATION of payment # XXXX . -On XX/XX/XXXX : Email customer service to alert of no response and requested a call back. -On XX/XX/XXXX : Emailed again alerting that email was final attempt to reach a resolution and notification of NO response. If you need to contact me, I can be reached at XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX XXXX XXXX XXXX Sincerely, XXXX XXXX XXXX & XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-28
Knoxville, TN
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
2017-04-24
Coulterville, CA
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
2017-04-24
Chicago, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: XXXX took over my mortgage loan XXXX / XXXX / XXXX and increased my payment without any explanation. My taxes has not increased nor has my mortgage insurance I contacted loan care on XXXX XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX , XX/XX/XXXX an d XXXX I spoke to several people from customer service representatives ( XXXX # XXXX , supervisor XXXX # XXXX , XXXX # XXXX , XXXX # XXXX , XXXX # XXXX and XXXX XXXX XXXX XXXX and no one could tel l me why our mortgage increased from {$1900.00} to {$2000.00}. They stated our pervious loan server ( XXXX XXXX ) sent them. which we never received anything for chase stating a mortgage increase. We submit XXXX our monthly documents on our payments since our home loan was first open. Each company when they take over your mortgage is supposed to do their our escrow analysis. I called as soon as I got a new letter from them stating a different amount then their initial welcome letter and from what I had been paying. I was told by XXXX that she 's not sure why the amount changed but she will order an escrow analysis from their company ( XXXX ) and this was on XXXX / XXXX / XXXX . I called XXXX / XXXX / XXXX and spoke with XXXX # XXXX and was told that she did n't see anything in the system about an escrow analysis or anything about anyone checking to see why my mortgage was increased and she stated that she would order an escrow analysis. This is very stressful. I called serval time and even got hung up on by XXXX # XXXX and supervisor XXXX # XXXX and just today XXXX / XXXX / XXXX I tried to call 3 times and just keep getting voicemail. I know that there should be 3 options before they add any amount to my mortgage account. Which are pay the amoun t in full, make partial payment or spread out over 12 months. None of these options was offered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-13
Wonder Lake, IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: This complaint is in reference to my mortgage service provider, XXXX, i.e. Lakeview Loan Servicing, LLC.
I have tried seven times via phone and email to speak with someone about getting my mortgage insurance removed or to initiate the process of reappraising the property 's market value. I have tracking numbers and documentation of who I spoke with in all instances. This process has now taken over four months from initial contact and I still have not heard anything back from them. This process, which I am initiating, is costing me a lot of time and money. They are either inept or are fraudulently not complying with my requests to instate the process of removing the PMI.
The Homeowners Protection Act of 1998 gives you the right to request the cancellation of the PMI premium that is added to your loan payments. This untimely response seems to violate my rights under the 'Non-High-Risk Residential Mortgage Transactions ' section of the act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-10
Asharoken, NY
Loan servicing, payments, escrow account
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
2017-04-04
Oxford, GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage was sold to Lakeview Loan Servicing/XXXX in XX/XX/XXXX. I have been having one problem after another with them, from not paying my homeowner 's insurance out of my escrow account and threatening to take out a very expensive policy on my home ( this has been resolved ) to failing to respond to or resolve a property tax error that is costing me hundreds of dollars every month in additional fees.
According to XXXX, my estimated total annual disbursement amount is {$5400.00}, when it should be {$2700.00}.
I first notified XXXX by email of the error XX/XX/XXXX. I received a notification that the issue was being forwarded to the tax team for review and resolution on XX/XX/XXXX. No one from the tax team corrected the error or contacted me to request additional information and the problem was not resolved.
After speaking with a customer service representative XX/XX/XXXX, I emailed a copy of my tax documentation as instructed. In the meantime, my escrow account was assessed at XX/XX/XXXX and {$200.00} in additional escrow payments were added to my monthly payment.
More than a month after reporting this problem, I mailed a letter with delivery confirmation, as detailed on the XXXX website, documenting the issue and providing supporting documentation. The letter was delivered on XX/XX/XXXX. According to XXXX, I should have received confirmation of receipt within five business days and a more detailed letter with a timeframe for resolution within 15 calendar days. I have received no communication whatsoever.
I made one additional attempt to communicate with XXXX by phone on XX/XX/XXXX. The representative I spoke with spoke with his supervisor, who confirmed I have submitted everything required. I was told it had been escalated to the tax team and that I should not make my monthly payment until he called me to confirm the issue had been corrected. I asked that these instructions be emailed to me and was told they would ; I have received nothing.
I have followed all procedures to communicate about this error and made every effort to resolve it with XXXX. At this point, I have to wonder whether this is simple incompetence or whether the company is illegally padding escrow accounts. Either way, I am trapped with this dreadful company until I am in a position to refinance my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation