Consumer complaint received 2019-08-23
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX, I started working with XXXX XXXX XXXX XXXX and his assistant XXXX XXXX , XXXX XXXX XXXX ( O ) XXXX XXXX XXXX ( C ) of XXXX XXXX regarding a streamline FHA Refinancing loan with the same mortgage company of the original loan, -XXXX, to refinancing # XXXX, Lakeview/XXXX Loan company. I closed on the refinance loan on XX/XX/19. The problem came in is during this whole refinance process, I was told when I go through a FHA Streamline refinancing, I will not have to pay XX/XX/19 or XX/XX/19 mortgage payment on the original loan and my Refinance mortgage payments will start XX/XX/19. This is when the bad things begin to come to my awareness on XX/XX/19, I was just about to get my airline tickets to go on my 2nd wedding Anniversary, I was told by the XXXX   XXXX XXXX Representative, that the luggage charges that I have purchased on the evening of XX/XX/19, tgat appeared to go through that night. She informed me that it was declined. i said to her, No  mam, There is over a {$1500.00} in my XXXX checking acct because as you see, I am about to go to XXXX XXXX, NV to go on my Wedding Anniversary and I am to use those funds on my 7 day stay there. '' She informed me it did not go through. I was troubled, so as I was going on the plane, I went online to view my checking acct with XXXX XXXX XXXX ( XXXX ) and the acct was at XXXX. Now, know this. I keep very strict account records of my accounts because I believe in paying my bills on time and saving for things like planned vacations. I begin to review the activity. Thats when I noticed Lakeview had taken the {$2200.00} payment out on XX/XX/19 and as a result my account was in overdraft if {$640.00} or so to make up the total amount of {$2200.00} that Lakeview had withdrawn out of my acct. All I know is the closing on the refinance loan # XXXX from the original loan # XXXX with the same Loan company Lakeview/XXXX occured on XX/XX/19 and I was told that Lakeview would not take out the {$2200.00} payment for XX/XX/19 or XX/XX/19 payment on the original loan and that was it. No one informed me from XXXX XXXX of Lakeview/XXXX Mortgage Loans that you will need to stop the auto drafts if you have any. The situation becomes rediculas when I call, XXXX XXXX XXXX XXXX, XXXX to inform them of the mistake they performed by withdrawing the XX/XX/19 payment of {$2200.00} and they already have rec 'd the payoff of original loan that included the {$2200.00} -XX/XX/19 in it that my lending company had rec 'd from Lakeview/XXXX payoff letter and amount already because the loan had closed on XX/XX/19. The young lady was informed, I was literally on the plan going on my 2nd Wedding Anniversary for 7 days and you all took the funds I was to use on that trip and my XXXX bill money. She went into, you need to send a statement from your banking acct showing the funds was taken out on that day. I asked her why? You already have it on record the acct was taken out with that amount and it was cleared. I tried the whole 7 days even with sending in the bank records with emails from my personal email acct which they claim they never received and eventually thrpugh XXXX along with other documrnts of the closing if the refinance loan showing the date XX/XX/19 the 1st Refinance payment of {$1900.00}. XXXX or so is due on XX/XX/19. I talked to 5 XXXX represenratives and at least 2 Supervisors, my loan officers XXXX XXXX and his assistant, XXXX XXXX from XXXX XXXX sent numerous emails to the people they worked with in the refinancing of my loan with the same company of my original loan Lakeview/XXXX trying to get them to refund that XX/XX/19 payment they were not suppose to take out of my XXXX checking acct, but no one, not XXXX Supervisors putting in a request for the refund or my loan officers talking to their Lakeview account specialusts and Presidents of the dier need that the funds be refunded immediately because # 1, the payoff funds had already been wired to XXXX and rec 'd by XX/XX/XXXX and me the client was not to pay XX/XX/19 or XX/XX/19 payment on the original loan and refinance loan payment was not to start until XX/XX/19. and I was hundred of miles away from home in XXXX area in XXXX XXXX, NV for 7 day trip celebrating 2nd wedding Anniversary but no one cared at Lakeview/XXXX Mortgage company enough to process my refund but yet I was told on XX/XX/XXXX, 7 days later from a phone call # XXXX to XXXX that the notes stated the client will not receive the funds they took out mistakably until 10-20 days from the day the payoff loan for the original loan was processed on XX/XX/XXXX. Now, all of my XXXX bills will also bounce as a result. No help from this company even though I did what they requested. On top of that it is going to come in the form of an escrow check. They totally messed up everything. There was no communication gping on from Lakeview refinancing to XXXX whe was servicing my original mortgage payments. These two departments are the same company. The Refinance Dept failed to report they rec 'd the payoff from the original loan via wire of the amount on the payoff letter on XX/XX/19. My loan officer, XXXX XXXX even called XXXX on Wedn. explaining everything above, along with making emails to their Lakeview acct Specialist they did the Refinance loan with but no one from this company assisted me when I needed it the most. I was 7 days away from home on my 2nd wedding anniversary for God sake but they would not take carevif tge refund that I needed so desperately off a mistake that they did. Tgey kept their crazy policy and was going to process it as an over escro payment that was going to take 20 or more days to receive by check in the mail. Needless to say, my XXXX re occuring monthly bills will also be overdraft and minus.

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