Consumer complaint received 2021-03-03
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Re : XX/XX/2021 Mortgage Payment, double payment, late fee, poor customer service We submitted our XXXX mortgage payment on time on XX/XX/2021 for {$1700.00}. On XX/XX/XXXX, XXXX then withdrew an additional payment of {$1700.00}, which we did NOT authorize. This caused our bank account to have insufficient funds for our other transactions that month, which resulted in other denied payments ( and a lot of frustration on our end ). We have attempted to contact XXXX multiple times, but it is almost impossible to speak to a customer service representative. The wait time for calls are an hour or more, and when I did speak with someone the calls were dropped and the agent did not call me back. We also submitted online requests for help, which only resulted in an automated response to call customer service. As we were unable to speak to anyone to resolve this issue, we filed a dispute with our bank. Our bank credited our account for one of the payments, and I assume due to the bank contacting XXXX, they ( XXXX XXXX then sent us a check for the additional payment they withdrew. However, now XXXX 's automated system now says the XX/XX/XXXX payment was NOT received, and charged a late fee of {$65.00} and NSF fee of {$40.00} when we paid our XX/XX/XXXX mortgage yesterday. We have been unable to get in touch with a live person on the customer care number. I submitted my cell # for a call back instead of waiting on hold, but have not heard from anyone for over 72 hours. While waiting on hold, we also get a sudden error message and the calls are disconnected during the wait time. 


Attempts to contact XXXX : XX/XX/XXXX - called XXXX, and submitted online contact form XX/XX/XXXX, received an email telling us to call customer service XX/XX/XXXX - called XXXX, unable to get a live person ... our call was disconnected during our " on hold '' time after about 40 minutes XX/XX/XXXX - called XXXX, unable to get a live person and our call was disconnected AGAIN during the wait time. 
XX/XX/XXXX - called XXXX and waited on hold, but then the call was disconnected before speaking to anyone. 
XX/XX/XXXX - submitted the issue on XXXX 's online contact form and requested a call back with my contact information. No call back. 
XX/XX/XXXX - received automated email from XXXX telling us to call Customer Service. XX/XX/XXXX - called XXXX again, same issue, could not get through to a live person. disconnected again. 
XX/XX/XXXX - submitted another online form requesting that someone call me back. No one called. 
XX/XX/XXXX -called XXXX, FINALLY got to speak a customer service representative after waiting over an hour on hold. However, within 2 minutes of speaking to her, the call was disconnected. No one called me back! 
XX/XX/XXXX - paid the mortgage for XXXX, and there are fees from XXXX listed. Late fee and an NFS fee listed. The system still says they didn't receive the XXXX payment ( after charging us twice ). This is really unacceptable.

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