Consumer complaint received 2023-05-02
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My Complaint is with LakeView ( XXXX ), for the following : 1. Unresolved Payment Issue 2. Dinking my credit Report 3. No customer service beyond the call Center to resolve my issue My Desired Outcome : 1. Allow me to set up Auto Draft starting for XXXX payment 2. Remove the dink on my credit Report On or around XX/XX/XXXX, I phone LakeView to notify the company we had to change our bank accounts, therefore the XXXX payment would probably bounce back. At that time I paid the mortgage again using the new account. 

I asked what would happen and the customer rep said the initial XXXX payment would bounce back and at that point the payment on the new account would go through and be applied for XXXX. 

BUT INSTEAD : Because the payment bounced back it was dinked as the second time in six months so now I am forced to pay by certified checks only ( costing me even more money ) until XXXX. 

a. On XX/XX/XXXX I called XXXX again with my concern since I still needed to make XXXX payment. I was told again that there would be no issue and until the initial payment came back, I could not apply another payment at this time. 

Apparently on XX/XX/XXXX, the initial payment bounced back and my online account was locked. I did not notice until XX/XX/XXXX when I went online to try and make the XXXX payment. At that point I called LakeView but due to high calls was on hold for 15 minutes at which point I opted for a call back. But the call back is anywhere from that time to the close of next business day so they may have phoned back and I missed the call. 

On XX/XX/XXXX I submitted an online message via company 's portal. 

On XX/XX/XXXX called XXXX and stayed on hold until I reached a customer Rep. She informed me that I could only make a payment via certified check due to having two reversals in six month period. I explained the issue, I described above in this letter, but she said there was nothing she could do. I asked if there was anyone I could speak to like a manager and she said no. I asked if there was a department I could contact where the decision was initiated and she said no. She did allow me to speak to someone in the escalation department about possibly processing my payment if I paid through XXXX. That person also said there wasn't anything they could do for me. 

I was given the corporate office address but told no phone number could be provided. 

On XX/XX/XXXX, I sent the XXXX payment via XXXX which was sent to LakeView within minutes. 

On XX/XX/XXXX, I called LakeView and was told XXXX was not received. When I gave the Rep. the Reference Number, she located the payment and said that they did receive it but could not post it until XX/XX/XXXX. So again, I complained that now my credit report would be dinked and she said Sorry. 

On XX/XX/XXXX, I also sent LakeView an escalated message via their portal. XXXX Ref I think it is a disservice that consumers have no one to turn to for issues as these when this firm is suppose to be one of the biggest in the nation. Please advise. 

Thank you for your time, XXXX XXXX

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