Consumer complaint received 2021-09-07
Company: LAKEVIEW LOAN SERVICING, LLC
State: AP
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am out of options and not sure where to turn next. After our initial mortgage company ( XXXX  XXXX XXXX ) sold our mortgage to XXXX, we made a large payment ( $ XXXX ) to help pay down the principal. Unfortunately, during this time XXXX decided to sell our mortgage again ( unbeknownst to us ) to Lakeview. XXXX shows the regular payment we made AND the additional payment we made. However, Lakeview is not showing these payments. I have been on the phone with them for countless hours and get no where. They claim to need a transmittal ( which my bank- XXXX has never heard of ) to prove the deposit. I have sent them everything I can ( I spent over an hour on the phone with XXXX trying to get someone who could send me more but they have nothing else ) including our statement, but they still wont accept it. To be honest, they dont even need the transmittal because XXXX is the company that accepted the payment and transferred over the correct amount. 
When I have spoken with XXXX, they can only send me a spreadsheet with our correct account balance and assure me that they sent all the same information to Lakeview. 
After every attempt to speak with someone at Lakeview, I have NEVER ONCE been contacted back by a person. Even though every single time I call they promise to follow up within 24-48 hours. 

Below is a listing of the dates contacted and corresponding action ( or lack thereof ) so you can understand the great lengths and amount of time spent trying to rectify this infuriating situation : XXXX Notification via Voicemail from XXXX stating that they sold the account XXXX Called XXXX, got new loan servicer information and confirmed correct amount ( with large payment ) was transferred XXXX Called Lakeview ( 30 minutes ), initial request to correct amount, promised response in 1 week XXXX Set up account and made initial payment to Lakeview XXXX Set up autodraft to Lakeview XXXX Emailed Lakeview to request follow up to last weeks call XXXX Called XXXX, received report showing that correct amount was transferred, nothing else they could do XXXX Called Lakeview ( 28 minutes ) - 2nd verbal request, agent asked for statements and promised follow up XXXX Called Lakeview ( 16 minutes ) - 3rd verbal request XXXX agent promised follow up XXXX Called Lakeview ( 15 minutes ) - 4th verbal request, agent informed that Lakeview had closed the ticket due to not correct info but never informed me, agent reopened ticket and promised follow up XXXX Emailed Lakeview new bank information and information from XXXX XXXX Called Lakeview ( 22 minutes ) - 5th verbal request, agent promised follow up and advised to email in to the Office of the Customer ( president of the company ) XXXX Emailed Lakeview requesting that the president of the company look into our account XXXX Called Lakeview ( 22 minutes ) - 6th verbal request, agent promised follow up XXXX Email received from Lakeview saying they had escalated our case and we would hear back from them in 3 business days, no response was ever received

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