Consumer complaint received 2023-03-03
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage company and servicer, Lakeview C/O Loancare , is engaging in unethical and awful practices causing a huge financial burden on me. My loan was sold to them in XX/XX/XXXX and it is now XX/XX/XXXX. I am a XXXX Veteran that is exempt from paying property taxes with the exception of direct levies, which are {$120.00} a year, so I should be paying {$10.00} a month in taxes. I have provided them my property tax exemption letter, as well as an estimated property tax bill letter from XXXX XXXX stating what I have said. After going on 3 months, they still have not adjusted my escrow account correctly, and they are still making me pay over {$200.00} in taxes every month that I do not owe. Every single time I call, they transfer me between 2-3 people who have no idea what the issue is and eventually to their " escalations '' department where supervisors repeatedly tell me they can't do anything about it and I will receive a call back. To date, they have never called me back. I have also sent them XXXX notices of error by mail and the required documentation over 3 times now, as well as electronically 4 times which I have confirmation of. This is causing a huge financial burden on me as I am a XXXX veteran due to my military service and I don't work due to it. I am on a fixed income and due to Lakeview C/O Loancare not doing their jobs or even acknowledging my notices of error I am still having to pay money that I am exempt from paying every month. As it has been going on 3 months with no resolution I am reaching out to CFPB for help as Lakeview C/O Loancare continuously disregards my notices of error. They also refuse to accept an estimated tax bill after asking numerous times for one and state they have to check the tax website instead which still shows the previous owner 's tax information and is incorrect. They also keep contacting the wrong office and division repeatedly after I keep notifying them of the error, and refuse to contact the correct party from the exemptions section listed on my estimated tax bill letter as well as the Tax Collector themselves. They also conducted a " escrow re-analysis '' that was incorrect on XX/XX/XXXX and barely removed any taxes from my payment amount. I spoke to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX who confirmed I only owe {$110.00} after my supplemental refund was applied due to the tax exemption, and that a finalized bill reflecting the new owners information will not be issued until XXXX due to the fiscal year, and any overpayments from XXXX will be refunded and mailed to me. They also stated that my Tax Exemption Approval Letter should have been sufficient for my mortgage company to adjust the account. XXXX still sent out an unnecessary payment of {$1000.00} on XX/XX/XXXX and are refusing to fix or adjust my impound account. Now this payment is going to have to be refunded to me by the XXXX Collector due to overpayment which will take XXXX months. XXXX XXXX XXXX Collector also stated Lakeview C/O Loancare has not called them at any point to try to verify any information and that Lakeview C/O Loancare are welcome to verify that information with the Tax Collector 's office which they also refuse to do. Lakeview/Loancare has XXXX to me they contacted someone named " XXXX '' at the Tax Collector 's office, but I confirmed with the Tax Collector there is no " XXXX '' that even works there, so they lied about that. I have also attached documentation from the XXXX XXXX XXXX Collector confirming I only owe {$110.00}, not {$1000.00}, and only {$120.00} a year going forward. There are countless reviews of other XXXX veterans in their online and XXXX reviews complaining about the exact same thing, and it appears they do this to a lot of people. Please help regarding this matter.

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