Product: Mortgage

Lakeview Loan Servicing out of XXXX  XXXX, VA is such a nightmare to deal with, so many mistakes. 

In XXXX of 2020 we entered into a Cares Act Forbearance Plan. In XXXX we chose to resume payments and do the Deferral Program since we have a XXXX XXXX XXXX XXXX. The payments were to be added to the end of the mortgage. We were told the deferral would not be in the form of a second loan - the payments would just be tacked to the end. However, we received no documentation for months on the deferral program after asking time and time again. We also discovered they didn't move our escrow payments to the end but instead did an advance and have been taking our recent payments to pay that back - of course putting us in an escrow shortfall leading to an increase in our monthly payment of {$300.00} plus. Kind of seems like it defeats some of the purpose of the deferral program. 
BUT, this isn't the main source of our complaint. After we deferred the 5 months of payments, we ended up extending forbearance through XXXX XXXX/Lakeview for another three months - but since they had already deferred the payments for the initial 5 months they said we only had an option of paying these additional months in a lump sum, repayment over time, or a full loan modification. We decided to repay in a lump sum as we couldn't afford a higher mortgage payment for the next 6 months and made a payment on XXXX XXXX to repay the outstanding three months of our loan - XXXX. We actually paid the balance over the phone and we can see the payment was received in our records. However, Lakeview/XXXX XXXX  apparently never credited this to the second mortgage that was placed on our account ( unknown to us XXXX in this dollar amount. It appears to be a little more than what we were told to pay - apparently they had tacked late fees on as well. So while they accepted our money - the total loan balance never went down which was our clue something was wrong. No one at the bank could even explain why our statement balance showed one amount yet the total balance the credit bureau had and the total balance listed in our account break down showed a much higher amount - the only explanation was maybe there was a second loan against the account but they didn't know why. So we were never made aware that the lender had even done this to begin with - seems like we should have known - but the fact is we chose the full balance repayment option and made that payment which would have negated this second loan. Only they apparently never applied it on their end. This needs to be addressed immediately as we want to refinance and hopefully get out from under this terrible one star loan servicer. But we need to get our principal amount fixed before we discuss with a refinance company. So they took our money yet never gave us credit for it. At this point the only thing that should remain outstanding on our account from forbearance is the principal and interest under the initial deferral program XXXX 5 months ) - yet we can't even see that in our account. So we would like to check that for mistakes as well so we can make sure the proper amount was added - we did make a partial payment at least once during the initial program. 
We need help with this company. No one seems to know what they are doing and every time we call we get a different answer. This has been going on for months now. It was only today that we feel we discovered the source of the problem on our own - which is more than the lender has been able to do.