Consumer complaint received 2023-12-14
Company: LAKEVIEW LOAN SERVICING, LLC
State: IL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Lakeview a subsidiary for XXXX XXXX whom services my Mortgage and Escrow failed to make timely payments leading to the cancellation of my Property Hazard Insurance Policy. 

XX/XX/XXXX Lakeview Escrow failed to make a timely payment to XXXX for new XXXX term XX/XX/XXXX - XX/XX/XXXX. The Escrow had sufficient fund as they sent a check in XXXX for surplus Escrow funds. 
XX/XX/XXXX XXXX sent Bill + penalty with a required payment by XX/XX/XXXX. Lakeview Escrow again fails to disburse available funds. 
XX/XX/XXXX XXXX cancels policy. 
XX/XX/XXXX Laveview sends XXXX XXXX XXXX payment XX/XX/XXXX XXXX refunds payment to canceled policy. 
XX/XX/XXXX XXXX XXXX sends letter threatening force-back Insurance if Insurance isn't reported to them. 
XX/XX/XXXX XXXX XXXX contacts me to sell me Insurance, this is the first time I am made aware that my Insurance hasn't been paid and that my policy was canceled. I called Lakeview immediately and am unable to reach a customer service representative to discuss the matter. 
XX/XX/XXXX - I submitted a XXXX complaint due to inability to get a customer service response. 
XX/XX/XXXX - I called XXXX directly about my case and refuse to talk with me due to the cancellation being because of non-payment. 
XX/XX/XXXX - I requested the closure of the Escrow Account. Lakeview sends second force-back insurance threat. 
XX/XX/XXXX - I called in regards of getting my canceled policy re-instated. They transferred my to XXXX XXXX in conference and hung up. No attempt was made to reach out to XXXX directly. I proceed to get insurance to maintain good standing under law. 
XX/XX/XXXX - Damage to insurability realized as I am unable to get insurance but from the Government established Illinois FAIR Plan. 
XX/XX/XXXX - Acquired more expensive Illinois FAIR Plan Insurance pending Survey. 
XX/XX/XXXX - XXXX XXXX contacts me via phone and leaves a voice mail with a number to discuss my case. I send Notice of Error 2-Day express via XXXX. 
XX/XX/XXXX - Lakeview responds to XXXX complaint. Offering to pay the difference between my new Insurance. Lakeview had not only done nothing to contact and restore my prefer policy, they were telling me to get insurance when my Insurability was damaged. I called their callback number and was directed to voicemail both times. I left a voice mail. I responded to their complaint, reiterated that I want them to contact XXXX and get the policy reinstated. 
XX/XX/XXXX - I call XXXX callback number for a third time and is sent straight to voicemail. 
XX/XX/XXXX - They respond to response misrepresenting the XX/XX/XXXX call. 
XX/XX/XXXX - I responded to their XX/XX/XXXX response re-iterating what happened during the XX/XX/XXXX call. I call the XX/XX/XXXX callback number for fourth and final time. It is sent straight to voicemail. 

At no point did Lakeview or it's parent XXXX XXXX contact XXXX to attempt to restore the cancelled policy. At no point did XXXX XXXX, whom sells Insurance, offer any insurance as a replacement. How difficult is it for XXXX to a called to a counterpart at XXXX? I shouldn't have to get new Insurance, I shouldn't have to suffer the harassment. I shouldn't have to take viable time during the holiday, during work hours, to explain that you didn't pay my Insurance, that you can't force-back me Insurance, that you are required to reach out to XXXX to get my policy reinstated. Most of the problems happened before the XXXX cyber attack. I am hereing similar stories about XXXX XXXX not paying property taxes in a timely matter from others locally as well. I suspect their may be fraud here.

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