Consumer complaint received 2023-05-31
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I Closed on my home XX/XX/XXXX with a different mortgage servicer and {$3500.00} was in my escrow for taxes from XXXX XXXX to my closing date paid for by my builder. Lakeview Loan Servicing acquired my mortgage XX/XX/XXXX. After closing I applied for my homestead exemption as well as my XXXX XXXX XXXX veteran exemption both of which were granted in XXXX of XXXX retroactive to my closing date and eligibility date of XX/XX/XXXX, at which point Lakeview Loan Servicing conducted new escrow analysis. The escrow analysis came back and exempted me from property taxes for the year. Following this escrow analysis I was paid an overage disbursement of {$5000.00} on XXXX XX/XX/XXXX And my monthly note was then {$2100.00} down from the previous {$3100.00}. On XX/XX/XXXX a tax payment was made in the amount of {$1100.00} another on the XXXX for {$540.00} and another on the XXXX for {$810.00} resulting in an escrow advance of {$1100.00} and my payment in the year XXXX thus far have been paying down that advance. In XXXX of XXXX my homeowners insurance was paid in the amount of {$2900.00} resulting in an now advanced escrow balance of {$2900.00}. When the insurance was paid in XXXX of XXXX my mortgage also increased in an attempt to recoup the escrow account to {$2500.00}. I have spoken with no less than 10 different customer service agents in the last month and had my case escalated. It took almost 2 whole weeks for the case manager  from escalation to finally reach out at which point I was told that they would look into the taxes that were apparently forgotten about for the time period of XXXX that I didn't live there ( XX/XX/XXXX -XXXX XXXX ). I was just contacted today XXXX XXXX by the case XXXX again because Lakeview completed another escrow analysis and was showing me fully exempt resulting in a new payment of {$2500.00}. I tried to explain that was not the issue and I was concerned with the fact that I was rebuilding my escrow account do to their mistake. There was an error in the implementation of my exemption and due to that error in the escrow analysis Lakeview did not anticipate paying those taxes and had to pay when the bill came in. My case manager told me " This escalated case is completed we have verified the exemptions '' which isn't even why I escalated in the first place. Finally I was told that if I disagreed with their decision I could send a certified letter to a XXXX XXXX in Virginia to the " Office of the customer '' the escalate further. I requested to speak with a supervisor or to be transferred there directly and was told the only way to reach that department was via the XXXX XXXX XXXX I have been dealing with this issue for over a month now and have received nothing but pushback from them insisting it is my responsibility to pay for their mistake. I have attached the payment history showing the tax payments and escrow balance through the life of the loan my closing disclosure showing in Part G section 3 the amount to be used for prepaid taxes, the 2 escrow analysis I have access to as well as the tax bills for XXXX and XXXX and emails showing the first day I was contacted and the last day I was contacted.

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