Consumer complaint received 2023-05-23
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband and I completed our Modification of Deed and Trust paperwork on XX/XX/XXXX and had the documents notarized at our local XXXX XXXX. Unknown to me, during the Loss Modification process our bank XXXXXXXX XXXX presented a Declaration of Unauthorized Endorsement or Altered Item. XXXX XXXX XXXX refunded the money to XXXX XXXX. This stems from an incident that occurred on XX/XX/XXXX. I received a phone call from Lakeview Loan Servicing telling me that I was a month late on my mortgage payment for XX/XX/XXXX. I called XXXXXXXX XXXX  customer service after the call. I was told that my check was presented for payment on XX/XX/XXXX endorsed for cash. Made a call back to Lakeview Loan Servicing who insisted they never received my payment. I went back and forth with Lakeview Loan Servicing sending documents only to be told that was not good enough. They wanted my bank statement for XXXX. I had to wait mid-month to receive my online bank statement. While waiting for my statement, I went in person to XXXX to file a claim on XX/XX/XXXX. After explaining my situation to a bank representative, they had me file a Declaration of Unauthorized Endorsement or Altered Item. On XX/XX/XXXX, I was able to access my online bank statement and faxed a copy to Lakeview Loan Servicing. I checked back the next day via phone about the check. They informed me that they found my check. It was added to the wrong account even though my check had my account number on it. I started getting numerous calls on XX/XX/XXXX from Lakeview Loan Servicing. I was at work at this time and reached out to them at XXXX. that day. The representative after varying me stated that I a balance due of {$1.00}, XXXX. I stated I paid my mortgage payment. So, I asked for a supervisor. He stated this amount was due and I asked where this stemmed from. He put me on hold for twenty minutes. I was then told in XX/XX/XXXX while going through the Loss Modification process this happened. They have been dividing my mortgage payments up since XX/XX/XXXX and that the {$1100.00} was overdue. I told him I received a statement for {$3600.00}. When I called Loss Modification department they told me to disregard it, they where still processing my Loss Modification and my account would update to the correct amount. The money was returned to me via deposit around the same time my tax refund came in. I had an automatic debit set up to pay my property taxes. So, I did not catch it. They suggested I reach out to my bank about it. I asked about getting an extension to pay and was told I had until XX/XX/XXXX or they would report me to the credit bureau for a late mortgage payment. I reiterated that I did not receive a phone call or letter from Lakeview Loan Servicing regarding this issue and that alone should allot for me to receive an extension to pay the access. He told me they were not flexible with the payment date. After the call I went to XXXXXXXX XXXX and spoke with a personal banker. She reached out to the customer claims department. The personal banker informed me that the claims department had been trying for a year to get a response from XXXX XXXX XXXX who Lakeview Loan Servicing has their corporate account with. The personal banker suggested I file a complaint against the mortgage company for not informing me of the situation and not giving me time to pay the excess.

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