Consumer complaint received 2021-06-03
Company: LAKEVIEW LOAN SERVICING, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I had been on forbearance with XXXX, AKA Lakeview Loan Servicing, for most of XXXX, in XX/XX/XXXX, I had refinanced the owed amount, but they kept having issues documenting the completion. I was told my first payment was due XX/XX/XXXX, so I set up an auto-draft. This started a snowball effect that follows. 
Payment Errors : Starting XX/XX/XXXX, to find out why Lakeview Loan Servicing LLC, AKA XXXX, did not take out my auto-draft, I was informed that there was excess money in the suspense account and it was being credited to my mortgage. I received numerous phone calls saying that my mortgage payment for XXXX was overdue, and every time I called back, and was assured the money in the suspense account was being moved to the correct account to cover XXXX XXXX payment. 
On XX/XX/XXXX, I was called regarding XXXX payment and told that I owed {$6500.00} for the escrow even though I had just refinanced the loan. I asked to speak to a manager who said Their company hadnt fully processed my refinancing paperwork, and that was the escrow balance. I tried paying my XXXX Mortgage to him, and he said that he was transferring the Mortgage payment from the suspense account and removing any bad marks off my credit report. 
XXXX / Lakeview Loan services LLCcompany did not properly credit the payment made on XX/XX/XXXX, of {$1500.00}. This payment should have been credited to : o {$100.00} to the principal o {$1400.00} Mortgage Ammount the company failed to credit the payment I made on XX/XX/XXXX, XXXXas of the date of receipt. 

Fee Errors : On XX/XX/XXXX, I was informed that I owe {$6500.00} for the escrow account ; I had not heard about this prior and did not understand how I owe this amount. I had just finished a refinance after a forbearance and was told the only payments were going to be my first mortgage payment for XX/XX/XXXX On XX/XX/XXXX, I called to make my XXXX mortgage payment, and I was informed I now owe over {$8000.00} for the escrow account. I am unaware of how I owe these fees as I just did a refinancing agreement in XX/XX/XXXX after completing a year-long forbearance process where I still made monthly payments. 


Starting XX/XX/XXXX, to find out why XXXX/ Lakeview Loan Servicing did not take out my auto-draft, I was informed that there was excess money in the suspense account, and it was being credited to my mortgage. I received numerous phone calls saying that my mortgage payment for XXXX was overdue, and every time I called back, and was assured the money in the suspense account was being moved to the correct account to cover XXXX XXXX payment. 
On XX/XX/XXXX, I was called regarding XXXX payment and told that I owed {$6500.00} for the escrow even though I had just refinanced the loan. I asked to speak to a manager who said My Loan Officer hadnt fully processed my refinancing paperwork, and that was the escrow balance. I tried paying my XXXX Mortgage to him, and he said that he was transferring the Mortgage payment from the suspense account and removing any bad marks off my credit report. 
The company did not properly credit the payment that I made on XX/XX/XXXX, in the amount of {$1500.00}. CONFIRMATION NUMBER This payment should have been credited to : o {$100.00} to the principal o {$1400.00} Mortgage Ammount Your company failed to credit the payment I made on XX/XX/XXXX, XXXXas of the date of receipt. 

Fee Errors : On XX/XX/XXXX, I was informed that I owe {$6500.00} for the escrow account ; I had not heard about this prior and did not understand how I owe this amount. I had just finished a refinance after a forbearance and was told the only payments were going to be my first mortgage payment for XX/XX/XXXX On XX/XX/XXXX, I called to make my XXXX mortgage payment, and I was informed I now owe over {$8000.00} for the escrow account. I am unaware of how I owe these fees as I just did a refinancing agreement in XX/XX/XXXX after completing a year-long forbearance process where I still made monthly payments. 

On XX/XX/XXXX, I asked for the email address, and direct contact number of my Loan Officer, Noone on the phone could tell me who my loan officer was or what their name was when I gave them the name on my online account, XXXX XXXX ext number XXXX. I was told they had no record of that person at their company. When I was transferred to ext XXXX, the voicemail box mentioned an unidentifiable name ; I left a message and have yet to hear back.

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