LAKEVIEW LOAN SERVICING, LLC

2019-08-16

Cape Coral, FL

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-15

Lakewood Village, TX

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-15

MA

Incorrect information on your report

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

Account status incorrect
Complaint: Pursuant to complaint XXXX, Lakeview ( XXXX ) the company assured me on XX/XX/XXXX that my payment history has been corrected and the late payments will be removed from my credit report. As ofXX/XX/XXXX, my credit score shows that the account is no longer delinquent and is current however the reported late payments were never removed from the credit report. I am not sure if the account is current due to the extra payment I reluctantly made to make the account current or if the original problem was actually corrected. After the initial drop of 110 points in my credit score, the newest update has only increased it by 50 and still shows 2 late payments but it should show zero late payments if the company corrected it properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-15

Patterson, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: To CFPB, My name is XXXX XXXX, I have asked lakeview mortgage to close my FHA case number because I was going with a different mortgage company that gave me a better rate and I felt more comfortable with. They have told me that it was done but it has not been completed.I am not able to close because they have a file still open with the FHA. I have contacted lakeview as well as the mortgage company that I am going with has contacted them, to ask them to close the file, as well as give them the steps to close the file number so I can close on my mortgage. They have not done so and it has been over 3 weeks now. I have spoken to XXXX XXXX the mortgage loan originator his contact number is XXXX or XXXX NMLS # XXXX / Company NMLS # XXXX. I have also contacted the Loan processor XXXX XXXX XXXX XXXX XXXX , XXXX on Behalf of Lakeview Loan servicing her number is XXXX. This has cost me over {$2000.00}. I have sent emails and phone calls still to no avail. Lake view is telling me that they have cancelled it but when my mortgage company goes to check the FHA file is still not closed that lake view has pulled with the FHA. I feel as though they are playing with my finances and my credit by not closing the file they had pulled with the FHA after numerous calls and emails and a form of retaliation because I chose a different mortgage company to do my streamline refinance. please help me to get this resolved. I hope they are not doing this to other people. this is costing me time, money and energy that is unnecessary. if you have further questions do not hesitate to call me. Thanks, 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

Timely Response

2019-08-15

Antelope, CA

Closing on a mortgage

Mortgage: FHA mortgage

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

Timely Response

2019-08-14

Lewisville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I just purchased my home on XX/XX/XXXX with XXXX XXXX XXXX and it was soon after transferred to Lakeview Loan Servicing. In my contract with XXXX XXXX, I had a grace period of the XXXX of each month with no penalties during the grace period. Additionally, there late fee after the XXXX was not stated to be {$60.00}. However, with Lakeview Loan Servicing, there is a fee of $ XXXX- {$15.00} if payments are made during the grace period and not by the XXXX of each month. I do not believe this is acceptable. I did not ask for Lakeview to Service my loan and I find it quite deceitful and unethical to be charged during a grace period. The first time of making my mortgage payment was to Lakeview Loan servicing, which I paid on XX/XX/XXXX, I was not charged a late fee. Why now, but most importantly, why at all. I would like for my original mortgage contract to be honored. Additionally I have filed a complaint with FDIC as no customer should have to experience this type of unethical practice, especially from a mortgage company that they did not chose to have their loan through. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-14

VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Spoke to a representative regarding the payment due XX/XX/XXXX. Representative stated that fees would be waived and if a payment of XXXX was paid, the mortgage would be up to date. Fees were not waived, and additional fees were applied. Since that point each time the payment is made it is applied to a suspense account because fees were not in fact waived as we were told. An additional XXXX was charged on the XXXX XXXX statement because of this. An additional two hours were spent attempting to rectify this matter with Lakeview Loan Servicing, LLC to no avail. Again, we were promised that the fees would be waived and that the regular monthly payment ofXXXX would be all that is necessary to be current. The fees were not waived. We were contacted yet again from the collection department stating that we needed to make a payment. We were originally set to pay XXXX so that we would not be inaccurately reported to the credit bureaus as delinquent. That payment was canceled when we were assured by a Lakeview Loan Servicing, LLC representative that only XXXX plus a XXXX difference would need to be paid. We again complied so that we would not be penalized. In XX/XX/XXXX, yet another late fee has been assessed. In another attempt to clear the situation, we reached out to Lakeview Loan Servicing, LLC. This is now the 4th month in a row we have requested remediation and no corrections have been made. Because the payment of XXXX still showed as past due because of fees not being waived, I had to pay an additional XXXX to make the payment. I attempted to make a payment of XXXX online but I was unable to make this directly to the balance due. During this request, I was advised (AGAIN) that fees would be waived and that a payment of XXXX would take care of fees we were somehow responsible for, AND would ensure the payment made of XXXX for XXXX would suffice. This time the account reflected XXXX in fees that would need to be waived.We called again on XXXX XXXXh and were told that the case should be settled on XX/XX/XXXX. We called yet again on XXXX XXXX and the representatives simply tried to collect a debt and stated that they were unable to help. On top of the fees that continue to accrue due to months of false statements from Lakeview Loan Servicing, LLC, we have been unable to take advantage of record low rates because Lakeview Loan Servicing, LLC will not show our mortgage as current on a Verification of Mortgage. At this point, we are under the impression that we will not receive any assistance from Lakeview Loan Servicing, LLC. We are fortunate that rates have not risen as that would be additional harm to our financial well-being. We are not asking for the difference in interest of what we could have obtained and what we were being charged. We are simply asking Lakeview Loan Servicing, LLC to stand by their word and waive all fees from April through the present as agreed upon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-12

IA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Mortgage was originally opened in XX/XX/XXXX with the loan valued at {$140000.00} which is also prior to the FHA changes to PMI. Loan was sold to LakeView Loan Servicing LLC at some point from the original company. Original contract stayed intact and should not have changed the being able to drop PMI after a minimum of 5 years and XXXX at 78 %. On XX/XX/XXXX I made an additional payment of {$1200.00} to bring my LTV under the 78 % threshold which is the threshold for auto removal of PMI. On XXXX I was charged {$110.00} for a PMI disbursement. On XXXX I was charged for a PMI disbursement for {$110.00} I had submitted a support ticket between XXXX & XX/XX/XXXX questioning about this On XX/XX/XXXX when they " cancelled '' my PMI they took an additional {$110.00} Called on XX/XX/XXXX to inquire about a refund due to this. Never received a response either written or electronically. Called on XX/XX/XXXX to inquire about the previous call and found out that there was no ticket escalated. The customer service rep then said she would escalate a ticket. Called on XX/XX/XXXX to inquire about the previous call and found out that the ticket was closed with no response written or electronically. Customer Service rep confirmed that this was dropped on XX/XX/XXXX but was adamant that they will not retroactively refund the above amounts. Waited to put this complaint in until I talked to the supervisor, but currently as of XXXX CST, I have been on hold for 130 minutes waiting to talk to someone. I have attached XXXX - XXXX statements from LakeView Loan Servicing LLC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-12

Indianapolis, IN

Incorrect information on your report

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

Public record information inaccurate
Complaint: On XX/XX/2019 I received my monthly statement indicating a bankruptcy message on my account. However, I have never filed for bankruptcy. I contacted the loan servicer via phone and explained that I did not file bankruptcy and that the information on file is incorrect. They responded by telling me that name of the person who did file along with the bankruptcy case number. I stated that I did not know the individual and they do not live at my address. I contacted the loan servicer again on XX/XX/2019 and explained the situation again to have the bankruptcy removed from my account so that I could make my mortgage payment. They responded by telling me that the individual who handles the mortgage resolution had been out of the office for a while and that they were behind on processing information. Yet again, I contacted the loan servicer on XX/XX/2019 and this time was that although the person that filed the bankruptcy had a different name, that the last four digits of their SSN was the same as mine. I was then transferred to the mortgage escalation line to leave a message. As of XX/XX/2019 I have not received a response from loan servicer and am now receiving adverse reporting on credit reports. My credit reports now indicate that my mortgage is now CLOSED with a balance of XX/XX/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

2019-08-11

Wesley Chapel, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: In XX/XX/2019 the loan servicing company increased our monthly mortgage payment from {$2000.00} per month to {$2900.00} per month. Loan servicing stated that this was because of an escrow shortfall. It is apparent to me that the loan servicing company miscalculated the previous year escrow withholding by underestimating the property taxes. This has placed us in an extreme financial burden situation.This raised our monthly payment by {$840.00}. This was unplanned and we were caught unaware. I contacted the loan servicing company and the basically stated that it is what it is, pay it. We have paid this every month through XX/XX/2019 but can not continue to do so. This could result in the mortgage defaulting and foreclosure if the loan servicing company will not offer a more amicable payment solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-07

VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I contacted company to ask, if my name be removed from mortgage through divorce in XX/XX/XXXX. Told me, I could that coborrow can take full responsibility of loan, if paid on time for 6 months. I contacted to have this done. Someone had to check with someone else, said yes the loan is summed up. Please submit the request in writing with his signature. In XX/XX/XXXX. Snet the information. Then told me need3d divorce decree. I sent that information in XXXX. Then said, I had to send a email ticket request. Nothing ocurred. I contacted and emailed every month with an update. Different answer everytime called. Then said, never got anything. Which we did. They emailwd me the exact paper i sent them back that he needes ro fill out. Then last time I spoke said it could take 6 more months, ehixh I know was a lie because they wanted me to stop calling. It has now been over a year. Nothing has changed! I am sick of the circles. Getting nowhere, transferring, different answer everytime, emailing, and calls. They lied and the calls are recorded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-07

Ft Belvoir, VA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-08-07

Concord Twp, OH

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

2019-08-06

Oxford, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX XXXX GA XXXX. Payment Errors : Your company did not properly credit the payment that I made on [ XX/XX/2019 ] in the amount of {$1600.00}. This payment should have been credited as a monthly payment and not towards the Principle. I have called every month since then and am being told the matter is being " escalated '' and should be resolved within 5 days. We are now in XXXX and it has not been 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

2019-08-05

New Hanover County Airport, NC

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-08-04

ME

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have had trouble with this company shorfalling my escrow account twice now. The first one happened with a shortfall of over XXXX dollars i believe 2yrs ago driving my house payment up. Now ive recieved a notice on my escrow account dated XX/XX/19 that my escrow account is short again by XXXX. Driving my house payment up again from XXXX to XXXX unless i pay the shortfall by XX/XX/19. I cant afford a lump sum like that. Im a XXXX vet on a fixed income
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-01

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I recently bought my home and the lender was XXXX XXXX, XXXX sold my account to Lakeview on XX/XX/19. I made the following payments to XXXX XXXX : {$600.00} on XX/XX/19 Closing Interest {$15000.00} on XX/XX/19 Principal {$2200.00} on XX/XX/19 Principal XXXX XXXX sent me a statement on XX/XX/19 with a remaining balance of {$240000.00}, with {$740.00} interest. XXXX sold the account and the current lender Lakeview, they started charging interest on the original amount {$260000.00}, at first they told me since they don't have all the payment information, and will adjustment the payments ones they receive all the information from XXXX XXXX. However, now their history shows that they have received all dates and amounts of payments, however, they did not correct the principle they charged interest on. I have continually been calling and sending them e-mails. They didn't correct it, and continue to give me incorrect principal amount. Therefore, charging me more in interest. I am making more in payments towards the principle but they are charging more in interest, on {$260000.00} principal - verify payment made on XX/XX/19 to Lakeview, interest charged {$790.00}, whereas interest charge should have been XXXX. I have this statement from XXXX XXXX, showing the correct principal of {$240000.00} and a payment in interest was supposed to be {$740.00}. However, Lakeview charged {$790.00} in interest. This has continued and therefore, my principle is incorrect, and my overpayment that should be applied towards principle is going towards interest. Therefore, the principal and interest is incorrect. I have been told several times they will fix it but they don't each time I call in I am been told we will update and correct the error within 5 days. However, they haven't, every time I call they keep transferring the call it take almost 2 hours and then someone will assure that they will get the account corrected, but it never happens.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-31

Arvada, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I began the 'Recasting '' process with Lakeview Loan Servicing Attn : Consumer Solutions Department XXXX XXXX XXXX XXXX XXXX, VA XXXX by requesting their procedures, after waiting 2 weeks for a response I called them. After 3 more weeks they sent me the wrong paperwork & I had to start all over again. In the meantime on XX/XX/19 they instructed me to wire the funds which I did, {$90000.00} for the recast plus the {$300.00} processing fee. When I finally got the correct documentation via email I signed & had notarized the documents and emailed them back to XXXX. I received no confirmation from them of any kind not for the wire & not for the documents, so of course I called to confirm & they received everything. I then spoke to a Supervisor who assured me she would expedite this process & promised it would be completed by XX/XX/19 the 60 days they say it takes to complete. Here it is XX/XX/19, I called again to find out what's going on & I am told they are sending me more documents to sign & notarize as of XX/XX/19!!!!! I know have been on hold for a Supervisor for over 1 hour, I have had enough of this runaround & would like someone to investigate this company for possible fraud & at the very least LACK OF & NO CUSTOMER SERVICE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-31

El Paso, TX

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

2019-07-30

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage was opened in XX/XX/XXXX through a local bank and immediately sold to XXXX ( Lakeview ) Loan servicing out of Virginia. I paid my mortgage in split payments every month with no problem until XX/XX/XXXX. My first payment of the split payments somehow was applied entirely to principal which began a downward spiral. In XX/XX/XXXX I was charged a late fee which was reflected on the bill mailed on XX/XX/XXXX. I called and they said they fixed it and waived the late fee. They told me I cant split payments. Since I had already made one-half payment for my XX/XX/XXXX ( XX/XX/XXXX ) bill. I made the other half of the payment. On XX/XX/XXXX, I called to straighten out XX/XX/XXXX and XX/XX/XXXX and they told me it would be 7-10 business days to get it straightened out and would not be reflected in my credit score. I called back XX/XX/XXXX and to follow up and they said they needed more time. I then called again XX/XX/XXXX and asked to speak to a manager. After waiting 40 minutes on hold the manager told me it would be straightened out in 48 hours since it was supposed to be resolved by XX/XX/XXXX. I am now calling back to follow up again and have been on hold for 1 hour and have not yet spoken to anybody. I reluctantly paid {$1100.00} more on my XX/XX/XXXX payment so the loan wouldnt be considered delinquent anymore to avoid this happening again next month. In the meantime I am trying to refinance my mortgage thru a local bank that has assured me that they will not sell it. Although I was approved, XXXX has reported a missed mortgage payment to the credit bureau and it has affected our ( my husband and myself ) credit score by decreasing it 110 points. My local bank can not close on my approved loan until XXXX fixes my payment history and our credit scores. Despite my diligence in following up, they are not answering my calls. This company should not be in existence considering they cant seem to get anything right. This is my 3rd house and I have never had this much trouble paying my mortgage nor have I ever had a 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

2019-07-30

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Lakeview Loan Servicing did not pay my taxes for XX/XX/XXXXuntil XX/XX/XXXX. On XX/XX/XXXX I requested to have my escrow account deleted. I received a denial letter stating there was a negative balance of {$540.00} therefore the escrow could not be closed. On XX/XX/XXXX I paid the negative balance in full ( conf # XXXX XXXX. At that time I was told the account would be closed in 3-5 business days. Today XX/XX/XXXXI was on hold for over one hour and was told the escrow account is still not closed. Asked to speak with supervisor and she didn't have any answers either. She stated that department was in a different building and could not be reached by phone, only email. She said she would escalate this situation but could not give me a time frame or a direct number for her to follow up with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-30

Irwin, IL

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2019-07-30

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

2019-07-26

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: ELDER ABUSE I submitted a request for recast to my existing loan. Despite numerous requests for confirmation the loan servicer today told me that the recast has not been processed. No explanation was provided Service representative stated, as has those I formerly spoke to, that the issue would be escalated to appropriate departments. Meanwhile, my loan payments remain identical to the amount which was based on my previous balance Please see 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

2019-07-25

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, My mortgage is currently being serviced by Lakeview Loan Servicing , LLC subservicing by XXXX. They are very frustrating to work with I wish I didn't have to work with them. I have submitted my proof of XXXX XXXX owners insurance to them a total of 4 times. 3 times through XXXX by calling XXXX and having them submit the correct documents, and another time directly through their website and even got a confirmation that I submitted the proof of homeowners insurance. But XXXX is still claiming they need proof of insurance. Every time I try to call them I wait on hold for over 30 minutes and I even try their call back feature and it never works. Today I was on hold for over 1 hour an still never spoke to anyone. I also paid for my XXXX homeowners insurance out of my own pocket, but that I why I have an escrow account, to cover my insurance but it was not paid for by the escrow account. So I need to withdraw funds from my escrow account to cover the money I spent. I also tried to submit a contact form though my online loan care profile but the website is broken and doesn't work. See attached screen shots of website broken, long wait times, website claiming they need my update homeowner insurance docs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response