Consumer complaint received 2019-09-17
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
So in XX/XX/2019 I was contacted by XXXX XXXX from Lakeview loan Servicing , LLC. Telling me that since I have been a good paying customer and haven't received a late fee I would be able to get a Streamline FHA Loan and they would be able to lower my Rate by ad least a point which will lower my month bill. So I thought to myself great what do you need from me. So the lengthy process began of submitting all the paperwork required. Which I did. Then I was told that I had a new Loan officer that would be handling my Streamline refinance by name of XXXX XXXX. So I had lots of questions about the streamline Process and tried on several occasions to ask XXXX about the process and she was always very short with me So I pointed out to her that I was the customer and how I would appreciate it if we would be nicer about the fact of my questions. So let that be over the past 1-2 months I lost contact with XXXX trying to call her direct line and sending her several emails with no reply. I was asking for her details about the loan status and when we would be able to go to closing ... .. Finanlly I received a call back from XXXX XXXX which to my understanding is a SR. Loan Processor with Lakeview Loan Servicing telling me that she was away from the office for about 3-4 weeks and apologized stating the loan is just waiting final approval. So finally after 2 months I received other documents and was notified by email that I would be going to close on XX/XX/2019 and that I should not make the payment for XXXX like I normally due but make a cashier 's check for {$1900.00} due at close and then I would not have to make another payment until XX/XX/2019 and that a notary would come to my house around XXXX. FYI my house payment is considered late after the XXXX of the month which I was uncomfortable with since I was being told to not pay my normal monthly bill but to make a cashiers check. now between this time I received document that I needed to sign yet there were several discrepancies for example the " Tangible Net Benefit Disclosure '' given to me on XX/XX/2019 Stated that my Existing loan was0 {$230000.00} which was correct at the time but the " total Monthly MTG. Obligation '' was XXXX which was incorrect since my monthly payment amount that I was obligated to pay was {$2000.00} So I talked to XXXX XXXX and explained my dismay she stated per my email that this was my HOA fee of {$38.00} a month which was factored in but I explained to her that my HOA fee is {$50.00} a month but I pay that she explained that the loan has to factor in the HOA fees and that the " Tangible Net Benefit Disclosure was just an estimate and that I would receive the CD that would have the correct rates I also asked her why the new loan amount states {$230000.00} when the existing one is only XXXX she said that is normal to avoid having to pay a closing cost when I go to close. but then I explained to her that based on the info I looked up on the FHA website and correct me if I'm wrong stated I would not have to pay any closing costs but during closing may have to make a cashiers check for my normal monthly bill then she explained per email stating that on XX/XX/2019 when I close I would need to get a cashiers check for {$1900.00} but to wait to receive the CD to obtain the finalized check. So finally the day before close ( XX/XX/2019 ) I received new documents titled " LE/CD Change of Circumstance '' Telling me that the new loan amount has changed from {$230000.00} to XXXX stating " Due to funds needed for closing '' So I called XXXX asking why I received this? she explained to me over the phone that this was needed to avoid having to pay a higher closing cost and it was for the interested accumulated?? which then I replied back stating that on the Loan Estimate it now states that the " Estimated Cash to Close '' is {$2300.00} which I was very concerned about since she had told me I would need around {$1900.00} but now based on the estimate I would have to come up with even more money up front than my normal existing monthly loan payment of XXXX XXXX  assured me that this is only an estimate and that when I receive the actual CD the rates will be corrected and I wouldn't have to pay anything at close nothing higher than my existing monthly payment amount. and she explained that now she has scheduled me to close onXX/XX/2019 at XXXX as long as all document that needed to be signed were signed. So I told her that I would sign these documents waiting to see if the CD show the correct information. She stated it will. This is where I'm at currently XX/XX/2019 XXXX XXXX Central time. 

My Name : XXXX XXXX XXXX Contact Phone Number is XXXX My Loan Number is XXXX Property Address XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Lakeview Loan Servicing , LLC. 
XXXX XXXXXXXX XXXX XXXX XXXX, VA 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