Consumer complaint received 2023-08-30
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I am a XXXX XXXX XXXX XXXX XXXX  who served in the XXXX XXXX for 20 years. I purchased my home with a VA loan in XX/XX/XXXX through XXXXXXXX XXXX. I have sufficient income from my benefits to afford my home and my mortgage payments. Two months after I bought the house the servicing switched to Lakeview Loan Servicing which is part of XXXX XXXX. Ever since that happened it has been a disaster as Lakeview Loan Servicing has been engaging in unethical servicing practices, misappropriation of funds and quite possibly fraud relating to my mortgage loan and payments made on my account. Due to accounting errors, incompetence, malfeasance or unethical and illegal activity Lakeview is claiming that they have not received mortgage payments, has lied by stating that wire payments were refunded back to me, and has provided absolutely no transparency relating to how this happened and what happened. Their agents are calling me and harassing me and telling me that I am {$12000.00} behind on my payments. I worked with a forensic accountant and my bank and I have documents and ledger ( attached ) that show I have made all payments as agreed and that I am not behind on my mortgage loan I need Loan Care to provide a full and complete accounting of each payment that was received, the amount of the payment, the date it was received and the date that it was posted. If the payment was made by check I need the check number. I need XXXX XXXX to provide a list of any payments that were returned, the date they were returned and the reason that they were returned. I need XXXX XXXX to provide a list of fees, charges, late fees, junk fees etc. that have been added on to my account. 

After completing my 20 years of XXXX XXXX I went to work as a XXXX XXXX XXXX XXXX XXXX XXXX. I XXXX in XXXX and due to my service with the XXXX and state employee pension I earn good benefits. I purchased this home in XX/XX/XXXX and the loan was initially with XXXX XXXX I set up the payments to be automatically debited from my account through bill pay. I was notified in XXXX or XXXX that the servicing was going to be handled by XXXXakeview Loan ServicingXXXX XXXX and I contacted my bank to change it. My bank account showed that the payment had been drafted but their agents started calling me and telling me that I was late on the payment, even though I had sufficient funds and my bank originally showed the payment had been drafted and cleared. This was the start of a horrifying pattern with Lakeview and it has been extremely stressful and depressing. I am XXXX XXXX XXXX and don't need this!! 

Every month I would call their agents and tell them the money was in the bank and that my records showed the payments going out every month but they still said I was behind. As a result of this I began directly wiring the money to them but they continue to tell me that I am late. I received a letter in XXXX that said if I wired {$6000.00} I would be fully reinstated. I sent the wire and confirmed it was received but instead of catching me up their agents told me that they only applied a portion of it to my loan and the rest of the money I was told was being refunded, but I never received any type of refund. My mortgage statement shows that they received the full wire but did not apply the funds.

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