Consumer complaint received 2023-12-10
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
Complaint Regarding Lakeview Loancare - Urgent Assistance Needed Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to submit a formal complaint regarding my distressing experience with Lakeview Loancare in obtaining a mortgage modification and requesting mortgage assistance. The practices employed by Lakeview Loancare have been both harmful and unfair, and I am seeking your assistance in resolving this matter promptly. 

Until XX/XX/2023, I had diligently maintained a current status on my mortgage payments without any late payments. However, due to unforeseen circumstances such as short-term XXXX and subsequent layoff shortly after returning to work, I found myself unable to keep up with my mortgage payments. This financial hardship compelled me to seek mortgage assistance to alleviate the burden. 

On XX/XX/2023, I contacted Lakeview Loancare to inquire about the approved modification, which was accompanied by a Promissory Note dated XX/XX/2023. On XX/XX/XXXX, both my mother and I signed the documents in the presence of a notary, who subsequently submitted the documents to Loancare. However, Loancare informed me that the notary had failed to sign a required section within the agreement, necessitating a re-signing. Immediately upon receiving the revised agreement, I contacted Loancare on XX/XX/XXXX to schedule another signing. The second signing took place on XX/XX/XXXX and was successful. Throughout this process, I was the one initiating all communication with XXXX to inquire about the progress of the modification. 

Approximately two weeks after the second signing, I contacted Loancare to confirm the status of the agreement update. To my dismay, I discovered that the agreement had not been updated as promised. During this call, I also expressed my inability to make the mortgage payments for XXXX and XXXX, and requested another review for a modification. I was informed that I needed to submit another application, which would be sent to my email. On XX/XX/XXXX, I received the application from XXXX with the subject line " Document Request : CID : $ XXXX. '' Every time I have called XXXX to obtain updates on my account, I have been informed that I owe the amount specified in the agreement, as well as the current past-due amount. This brings me to the present day. Unfortunately, I was laid off on XX/XX/2023, shortly after the second signing. In early XXXX, I contacted XXXX to inform them of my financial situation, as my household was now reliant on a single income. During this call, I requested an update on the modification status, only to be told by a XXXX that it had not been updated, without any explanation. The XXXX assured me that she would email the Loss Mitigation department to request an update and investigate the delay. Regrettably, no one from XXXX has reached out to me to provide any resolution or update on the matter. 

On XX/XX/2023, I called XXXX once again to follow up on both the modification agreement and the application I had sent on XX/XX/XXXX, along with all the available income documents at that time. The representative confirmed that they had received the previous agreement but had failed to update it. Regarding the application for mortgage assistance, they stated that the Statement of Wages and Potential Benefits was insufficient and requested a statement instead. I explained that I do not receive statements but offered to provide a screenshot of the amounts deposited into my account as an alternative. 

To my disbelief, the representative informed me that the approved modification agreement had not been updated because I was unemployed. I promptly clarified that I do have income, albeit from unemployment benefits, and that the co-borrower is employed and receives social security XXXX. Furthermore, I informed the representative that the completed application included an offer letter for myself as supporting documentation. 

In the midst of this ongoing ordeal, I have received two notices from an independent field inspector requesting to inspect the property in preparation for foreclosure. Despite my best efforts to save my home, it appears that no one at Lakeview Loancare is genuinely interested in assisting me in this endeavor. No loan processor has attempted to reach out to us, and I have never received any follow-up communication from them regarding my application. 

The approved partial claim modification amount is {$7700.00}. The amount that is now owed from XX/XX/2023 XXXX 2023 is {$5400.00} Note the initial application for mortgage assistance was submitted on their website and supporting documents were sent, along with the attached documents. 

Additionally, it is important to address the issue of late payments submitted by Lakeview Loancare Servicing to the XXXX XXXX Tax Assessor. Despite my mortgage being escrowed, which should ensure timely payment of property taxes, the XXXX XXXX 's office has contacted me to collect the delinquent amount. This discrepancy needs to be resolved as part of the fair resolution. Lakeview Loancare should rectify the late payments made to the XXXX XXXX and take necessary steps to ensure that future payments are made promptly and accurately from the escrow account. This will help prevent any further financial burden or potential consequences related to property tax delinquency for me. 

The actions of Lakeview Loancare have been unjust and discriminatory towards me. I am now considering legal action and will be requesting all communications and contact records I have had with Lakeview Loancare. 

CFPB, I implore you to intervene and help facilitate a resolution in this matter. Your assistance is crucial in ensuring fair treatment and protecting my rights as a homeowner. 

Thank you for your attention to this urgent 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