Consumer complaint received 2020-05-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX XXXX XXXX, XXXX, Illinois, XXXX XXXX Dear Bureau In the year XXXX my mortgage, XXXX XXXX Loan # XXXX, sold my home loan to XXXX XXXX/Lake View and was informed by a Welcome Letter that " XXXX will transfer the servicing of my mortgage loan to XXXX XXXX, XXXX effective XXXX XXXX. '' The letter went on and stated " This means that XXXX XXXX, XXXX will perform all services related to the mortgage account loan AFTER XXXX XXXX. '' This letter also stated " ALL PAYMENTS DUE AFTER XXXX XXXX MUST BE SENT TO XXXX XXXX, XXXX. '' CONCERN # 1 With that being said, I, XXXX XXXX, sent my last mortgage payment to XXXX  for the XXXX of XX/XX/XXXX and sent my first payment to XXXX XXXX on XX/XX/XXXX for XX/XX/XXXX. 
When XXXX XXXX received my XX/XX/XXXX payment it was applied to XX/XX/XXXX payment instead of XX/XX/XXXX payment and PUSHED my last payment to XXXX for XX/XX/XXXX payment on a later date to PRINCPLE INSTEAD OF AN ACTUAL PAYMENT and my account remain Negative and left my first payment to XXXX XXXX for XX/XX/XXXX applied to XXXX instead of XXXX. This made my account negative since the XXXX. This made every mortgage payment made and sent to XXXX XXXX applied to the wrong months from the very start of the loan transfer during, after, and still currently. 

CONCERN # 2 As XXXX XXXX continued to receive monthly mortgage payments each payment was applied to the wrong month, still remains 1 month behind, and still occurring late fees, and penalties. There was a payment by money order sent for a mortgage payment in the amount of {$690.00}. A representative from XXXX XXXX cashed it at their bank, XXXX, XXXX cashed this money order not its entire amount of {$690.00} but rather for XXXX. Leaving only the amount of {$92.00} applied to my account instead of the full amount of the money cashed which was {$690.00}. Please see attachment of money orders and letters from XXXX XXXX company themselves. 

CONCERN # 3 The above ERRORS by XXXX XXXX has caused my account to be inaccurate and payments misapplied from the very beginning. Despite my attempts since XXXX to correspond with XXXX XXXX, the account remains negative. 
I have since XXXX have proof of recorded phone lines, emails sent, and certified mail return receipts showing my attempts to get them to fix or even send me information on this matter. Please see attached documents of mailed letters, mailed money orders proofing all payments for the year XXXX, and other letters from me to XXXX XXXX and their representatives. 

CONCERN # 4 My biggest concern is that now that my loan has been managed improperly going into the Forbearance. This will affect my loan currently and in the future. I also dispute this company for not offering me a REPAYMENT PLAN as I requested due to Covid-19 and this repayment plan would allow the monthly payments to be added at the end of my loan. I sent them my hardship letter explaining my business has been shut down and the forbearance is misleading help due to the plan requiring you to pay all payments at the end of the forbearance term date. 
XXXX XXXX, states that XXXX XXXX and XXXX XXXX do not require them to offer a plan that works with my current situation at this time. This is not fair & economic relief for me the home owner during Covid-19 and the state and federal governments making it illegal for me to operate my business to regain the financial relief to pay for my home loan. XXXX XXXX continue to ignore the mounting issues with the loan since XXXX on my account and my hardship during this Covid-19. 
CONCERN # 5 XXXX XXXX has disregarded my loan account and has failed to resolved this issue since XXXX. XXXX XXXX, states to mail, email, and or call them. I have done all three and still do not get any help or fixed. The only representative you will ever talk with is a Customer Service rep in which transfers you to a so called Supervisor at which the Supervisor says they put in an ESCALATION ORDER and states I will be contacted. I have never been contacted on this matter despite my very hard and mental frustration on getting this resolved. 
I have asked XXXX XXXX who is the chain of command after the customer service rep and after the so called Supervisor. They tell me there is no one I can speak with. I also received a letter stating that I would receive a mortgage resolution Advocate named XXXX XXXX. I have emailed this advocate about all these issues and still have gotten no reply. I have also called the purchase loan supervisor at XXXX and when calling it says leave a message or transfer you and then hangs up and doesn't allow you to leave a message nor can you email this loan supervisor. 

I have been disregarded and feel due to XXXX XXXX actions are trying to benefit and purposely mismanaged my account to their gain. Its been since XXXX. 
I also believe that now going thru this hardship & forbearance with an account that is negative due to XXXX XXXX lack of managing it and applying the payments to the wrong months since the transfer and it now being XXXX shows how XXXX XXXX has purposely caused and wants to gain from this situation. 

I need help!. 
XXXX XXXX

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