Consumer complaint received 2018-07-28
Company: LAKEVIEW LOAN SERVICING, LLC
State: AK
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Summary : I am a XXXX veteran and have my property taxes exempt in the state of Alaska. I have provided Lakeview Loan Servicing LLC documentation that the escrow evaluation they are billing me for is incorrect. They were informed of the {$0.00} balance as early as XX/XX/XXXX this year. They have been provided all necessary documentation but continuously perform new escrow evaluations with no changes and keep billing me for the incorrect amount despite all my efforts to have them correct it. 

What I have done so far : I have contacted them 30+ times now. 
I have left voice messages with managers & supervisors to contact me back, I have been hung up on by supervisors ( I was not rude, they just put me on hold until after their offices closed and the phone call ended ) -- they did not provide any way to return the call, the operators never provide their last name, number or NMLS/agent identification ), additionally the escrow department will not take inbound calls. When I have called, it was to resolve the issue of them increasing my escrow payment based on an incorrect estimation based on previous year 's taxes despite documentation provided. They recognize that it is incorrect and say they are escalating the issue ; it hasn't been escalated. Their response before XX/XX/XXXX was " you have to provide a bill for us to change the escrow ''. They were able to change it in XX/XX/XXXX without a bill though which didn't get issued until XXXX which resulted in me paying $ XXXX+ more dollars every month ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). After informing them of the incorrect escrow they continue to tell me that it will be fixed in 5-7 business days, this has been going on for three months and is going to try to auto debit my account on the first for another incorrect amount. I call almost daily now, and they tell me " 5-7 more days and someone will reach out to you, and the overpayment will be refunded, '' but nothing ever happens. I have made 1 Star reviews on XXXX ( not that it makes any difference ), I have contacted my local tax offices and Tuesday I will be seeking legal counsel if this is not resolved. I am not paying another bill until my payments are corrected. 

I have sent them : Tax bill Exemption status My local tax offices have contacted them with requested information ( exemption status, tax estimation, bills, and plot maps with contiguous lot exemptions ) as well as informed them no taxes are due in a formal letter with their letterhead. 

What they have done besides cause financial hardship, serious frustration, and an inability to make other payments as well as over draft my account resulting in a {$25.00} overdraft fee : They have informed me that my payment is not due until theXX/XX/XXXX. XXXX ( manager ) and XXXX ( customer service ) said if I put a stop payment late payments will not be charged until the XX/XX/XXXX, and they would ensure that I would not receive a late payment until this issue was resolved but saying " my faith in that is low '' is an understatement based on the system level of incompetence I have encountered so far. I assume in 30 days when they still haven't fixed this problem, and the bill is still not fixed that I will get a default notice at which point I will seek legal counsel. They will not allow me to speak to the escrow department, the escrow department did re-evaluations and determined no changes even after getting all the documentation. They sent me a letter saying " shortage payment submitted -payment will be {$2000.00}, and it is due by XX/XX/2018 and if it is not submitted -payment will be {$2100.00} ''. 

Amounts : I owe {$0.00} on two lots, and they are trying to charge me {$1000.00} on one of them ( of 4 contiguous lots ), and I only owe for two other lots for bills for {$360.00} and {$39.00}. They sent me a bill saying I owe {$1100.00} when there was an overpayment of about {$690.00} already in the last three months as well as a disbursement payment to my county tax offices ( that shouldn't have been made ) in the amount of {$1000.00} in XX/XX/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