Consumer complaint received 2022-04-12
Company: LAKEVIEW LOAN SERVICING, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Started a refinance in XX/XX/2021 with Lakeview. Spoke with XXXX XXXX who said we qualify for a XXXX Mortgage. After running credit he called back several days later and said we did not qualify but may qualify for another loan. Did not hear back from him or anyone else for almost a month. Was contacted by another XXXX XXXX, XXXX XXXX, who said we were in his que and needed to submit paperwork to qualify for a XXXX XXXX at 3.5 % .Although we had already submitted the paperwork he is requesting, we submitted them again. In the months proceeding other loan documents were sent to us to sign and send, with no explanation by the XXXX XXXX. This Process went on until XXXX ( XXXX - XXXX!? ) I reached out to the Compliance Department/Issues Resolution and spoke with XXXX XXXX XXXX XXXX XXXX to request we do not work with XXXX and XXXX due XXXX an already confusing, back and forth, vague, requesting of documents ( that we have already sent ) and non-transparency. In between days corresponding with her I received another email from XXXX XXXX to sign a XXXX of Denial. Assuming she hadnt spoke with anyone about our concerns, I emailed her once again and received an email she was out of the office. On XXXX she emailed saying she reached out to the Originations XXXX XXXX team. After receiving a call from another Mortgage XXXX XXXX ( I guess that was her resolution ) He stated we could close by XX/XX/XXXX at 3.5 %. We agreed to move forward. We have complied with all and everything Lakeview has required. We completed a house appraisal, received instructions to repair peeling paint per FHA, cleared the title then received another call from another XXXX XXXX. Now, the Underwriter has requested we need to get another appraisal because the loan number was not the same with the appraisal on it. She also says, we do not have proper house insurance coverage ( when in fact we do. Insurance agent was very confused why Lakeview did not read the House XXXX documents correctly ). After clearing up the house insurance and speaking with the Mortgage XXXX XXXX he said he needed to change the loan number and is having a problem with the Mortgage XXXX. Crickets. When we started the rate of 3.5 % was promised to us until close. Now we have lost all communication with our current Mortgage XXXX XXXX. He has not returned our emails or calls. I am writing this complaint because we have been trying to refinance with Lakeview since XXXX. Because the mortgage rates have gone up, we are afraid we have missed out on an opportunity to refinance at a lower rate. This process with Lakeview has been nothing but unprofessional ; with their false claims, redundancy and shadiness. Our hands are tied and we know we are being taken advantage of. The process leads to the Underwriter, then we run into another issue due to their incompetence, unprofessionalism and lack of communication. No one has apologized, there has been no accountability and now, no communication. Crickets.

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