Consumer complaint received 2022-03-14
Company: LAKEVIEW LOAN SERVICING, LLC
State: NC
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Told you not to respond to a lawsuit they filed against you

Complaint:
I have several concerns about how my mortgage company has addressed my application for COVID relief and their follow-up in the months after being told I was approved. My account has always been in good standing, I've never had a late payment. I experienced job loss due to COVID and contacted them in XXXX to ensure I could continue to maintain my account good standing while I worked on securing other employment. I even continued to make payments during my COVID relief forbearance period. Please see the issues outlined below : XXXX ) False and inconsistent messaging about COVID relief process and repeatedly delaying approval -- - In XXXX I contacted Lakeview Loan, my mortgage company, to apply for COVID relief due to job loss. I called after the first of the month so my mortgage was technically late at the time. Instead of sending my application through they made a note in their system that my mortgage was not late and so I was not approved. When I contacted them to get clarification the customer service rep confirmed this was NOT the standard process and also advised that approval should never take more than 7 business days. It took over 30 days, multiple calls and ultimately an escalation to a manager to get my approval completed. In addition, each time I called for resolution they had a loan adjudicator contact me directly asking if I wanted to refinance. I felt that they were intentionally delaying my application in hopes I would refinance instead of going on forbearance. This caused a great deal of stress and concern on my part as I was trying to get approval before my company moved forward with eliminating positions. 

XXXX ) Inaccurate verbal and written communication about the status of my account -- - While I understand that XXXX would send letters notifying me of my balance and past due amounts, I began receiving alarming and false letters shortly following approval for forbearance. In addition, my account did NOT reflect that I was approved for COVID relief despite being told over the phone that my approval had been extended through XX/XX/2022. I had to contact XXXX several times via email and phone to get my account updated accurately. In short, the letters stated I had ignored their requests to have a face to face meeting about my past due balance. Other letters warned that my property may be subject to inspection and that I would be responsible for the associated fees. When I called to inquire about the letters above customer service at XXXX advised that they didn't know why I received the letters and this must have been " a mistake ''. 

XXXX. Deceptive debt collection practices -- -- I continued to receive letters in XXXX and XX/XX/2022 ( after I was told these letters were sent in error ). These letters didn't just state I owed a balance, what concerned me is that they still contained information indicating that I'd not responded to their offer for a face to face meeting or other attempts to resolve my account. It also said my account was now " in default ''. I called XXXX last month to once again attempt to get clarification. The person I spoke with in their debt collection department told me that these were " just informal letters ''. I know that no letter about a debt owed is ever " informal '' and it's extremely alarming that they would attempt to mislead me in this way. 

I feel very suspicious of this company 's intent and the way they handled my account. I am writing in hopes to get accurate/consistent information once and for all, to ensure the safety of my home and account standing, and protecting other consumers from their deceptive practices. 

I want Lakeview Loan to be held accountable for providing CONSISTENTLY accurate information about mortgage accounts. I can not believe anything they've shared because each letter or verbal communication from them contradicts itself.

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