Consumer complaint received 2023-05-03
Company: LAKEVIEW LOAN SERVICING, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX : XXXX XXXX and XXXX XXXX got married XX/XX/XXXX : submitted to XXXX XXXX a copy of marriage license and certificate, XXXX 's new social security card, and driver 's license requested a name update for XXXX to reflect her married name of XXXX XXXX. 
XX/XX/XXXX : received from XXXX XXXX our loan modification and HUD partial claim document package. 
terms of modification offer : automatically effective XX/XX/XXXX and due XX/XX/XXXX new maturity date XXXX/XXXX/XXXX interest rate : 3.125 % PITI : XXXX P & I : XXXX required escrow payment of XXXX pre-mod unpaid principal balance : XXXX Delinquent Interest : XXXX escrow advances : XXXX XXXX XXXX advances : XXXX suspense funds cred to interest and/or advances : XXXX post modification unpaid principal balance : XXXX HUD partial claim of XXXX in addition late charge in the amount of XXXX are being waived. 
original principal amount : XXXX unpaid principal amount : XXXX New principal amount : XXXX total capitalized amount : XXXX XX/XX/XXXX : sent notarized loan modification documents to XXXX XXXX XX/XX/XXXX : mtg statement from XXXX XXXX due XX/XX/XXXX reflecting old mtg information ( loan modification had not been processed by XXXX XXXX at this point ) XX/XX/XXXX recived notice of servicing transfer from lakeview subserviced by XXXX  XXXX effective XX/XX/XXXX all payments are to be sent to XXXX  XXXX XX/XX/XXXX : received mtg statement due XX/XX/XXXX XXXX and XX/XX/XXXX total amount due of XXXX XX/XX/XXXX received from XXXX  XXXX your forbearance has expired XX/XX/XXXX : called XXXX  XXXX asking status of my loan XX/XX/XXXX received from XXXX  XXXX available loss mitigation options XX/XX/XXXX : called for status of my loan, asking why last name was incorrect and why mtg statement was inaccurate was told loan still not merged fully XX/XX/XXXX : made a telephone payment of XXXX made to XXXX  XXXX with partial payment unapplied funds of XXXX for a total of XXXX in reflection of the loan modification agreement. 
XX/XX/XXXX : called XXXX XXXX for loan status, XXXX XXXX stated they still had not received documents for name change or the loan modification, sent email requesting updated name and attached supporting documents XX/XX/XXXX : received letter from XXXX XXXX that our mtg was behind one or more payments XX/XX/XXXX : called to check status of loan XXXX XXXX stated it had not been fully setup yet and they had not received loan modification documents XX/XX/XXXX contacted fha resource center at XXXX explaining what was happening and asking what I should do XX/XX/XXXX : received mtg statement amount due XXXX XX/XX/XXXX : called to make payment to XXXX XXXX, they could not process my payment because my account wasn't set up and payment wasnt the amount required XX/XX/XXXX : spoke with someone about my loan modification that my payment is XXXX and that is what i am paying, they stated that my account does not reflect that XX/XX/XXXX : account still not updated XX/XX/XXXX : contacted HUD that my loan still wasn't accurate and what can I do XX/XX/XXXX : made payment of XXXX by phone XX/XX/XXXX : received letter from HUD to contact mtg servicer and get help from counseling agency XX/XX/XXXX : called XXXX XXXX explaining the situation with the servicer transfer and my loan modification was awarded during the transfer, XXXX XXXX acknowledged they received my loan mod offer from freedom mtg, and would honor the loan modification, but would need to send new documents with their name, XX/XX/XXXX : received letter that i was in default, XX/XX/XXXX : reived letter from XXXX XXXX, congratulations! we have all the information we currently need to review your fha covid-19 solutions and you have been approved for covid 19 recovery modification in combination with a partial claim. 
XX/XX/XXXX : have not received documents to sign and loan still not updated XX/XX/XXXX : called and made payment of XXXX because agent said escrow account was adjusted and the difference was for that XX/XX/XXXX : received letter that we are behind by more than one payment XX/XX/XXXX : called in stating still had not received documents to sign and my loan was not updated also made a payment of XXXX XX/XX/XXXX : still had no documents to sign and loan not reflecting any of my payments starting from XX/XX/XXXX, XX/XX/XXXX : called XXXX XXXX asking when i would receive my documents and why hasn't my account been updated to reflect my loan mod and my payments made. was told because they never received my signed documents that my modification offer had expired and could not be awarded, they would not take a payment because it could only be for the outstanding balance. 
XX/XX/XXXX : loan not updated and amount due XXXX XX/XX/XXXX : received letter from an attorney representing XXXX XXXX and how to apply for a loan modification have contacted XXXX  XXXX to resolve numerous times and spent countless hours on the phone with XXXX resolution. every person has a different answer. 
we were served with papers to respond about our default we reapplied for a modification and were denied because we had a loan modification the year prior that was never acknowledged.

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