Consumer complaint received 2023-12-11
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
On XX/XX/ we logged into Lakeview 's website to submit out payment for XX/XX/. They had " Updated '' their website, and everytime the payment was " submitted, '' there was an error message stating to try again later. 

XX/XX/, we logged back into the website and it showed a payment posted on XX/XX/, payment was submitted on XXXX XXXX XXXX. We immediately reached out to Lakeview through their " Secure Online Messaging System, '' requesting information that only 1 payment was received and not more than that since their was an issue with their website. We received no response. 

On XX/XX/, we logged into our checking account and it showed that there was a payment " In Process, '' for {$810.00}. On XX/XX/, we logged into our checking account again and the payment " In Process '' on XX/XX/ had cleared and that there was another payment for {$810.00} " In Process. '' Once again, through Lakeview 's " Secure Online Messaging System, '' another message was sent stating all of the above with a copy of our checking account with the one payment that had cleared and another in pending status. Since no response had been received from either message sent, a phone call to Lakeview was placed. We spoke with " XXXX, '' who stated that she would put in an " ESCALATED, '' request for the money to be refunded for the additional payment, " as there was an issue with their new updated site. '' We were told that this would be resolved by XXXX XXXX XXXX. On XX/XX/, we logged into our checking account, the 2nd payment for {$810.00} had now cleared, on Lakeview 's website it showed the payment reversed. Another 45 minute phone call to Lakeview was placed and we were then told by " XXXX, '' that the overpayment of {$810.00} had been issued in the form of a check and was overnighted on XX/XX/. No payment has been received. Today, XX/XX/, after another 45 minute phone call, we were told by another CSR that the check had not been issued yet, that this is not something done " Right Away, '' that it must be requested, then can take 4-5 days to be issued and then overnighted. 

This has been a great detriment to our household with having TWO payments taking from our account, and now having to wait over a week to get our funds returned. They had no problems taking our money out twice, have left our bank account in a potential for bills that are pending to be returned and overdraft fees charged. Our understanding was from the first phone call that the money would be returned immediately and no later than XX/XX/. 

We have NEVER been behind or late on our payments and now they are leaving us in a very bad position. Why must we wait for a check, why could the funds not just be returned to our account. It is not our fault that their website is having issues, we have done our due diligence and reached out numerous times and keep getting different answers. 

They need to be held accountable for their actions.

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