Consumer complaint received 2019-01-21
Company: LAKEVIEW LOAN SERVICING, LLC
State: RI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had a mortgage with Lakeview Loan Servicing LLC that was transferred to XXXX XXXX XXXX XXXX  effective XX/XX/XXXX. In reviewing my payment history, I noticed there were two " Escrow to Borrower Refunds, '' one on XX/XX/XXXX and another on XX/XX/XXXX, for which I have no record of having received. The amount of these disbursements was {$1900.00} and {$1400.00} ( see Attached Payment History ). I am not disputing whether these escrow amounts were disbursed to me, rather, I don't have any check stubs nor bank records that indicated that I cashed or deposited the escrow disbursements. So, I requested information on how these escrow refunds were disbursed. Following is a chronology of my attempts to get that information : XX/XX/XXXX email to XXXX ( a.k.a. XXXX  ) inquiring how the subject escrow refunds as well as another escrow refund in the amount of {$110.00} were disbursed. 
XX/XX/XXXX email from XXXX ( Attachment A ) indicating that an escrow check in the amount of {$110.00} was sent on XX/XX/XXXX. The email did respond to the other escrow refunds. 
XX/XX/XXXX email to XXXX inquiring What about the rest of my question? What happened to the other escrow refunds? 
XX/XX/XXXX email from XXXX  ( Attachment B ) responding as follows : We have received your inquiry and are assigning it to the proper department representative. Please note duplicate inquiries may prolong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number is XXXX. Please use this number in any further communication relating to your recently submitted email request. Please allow 5 business days for a thorough review and research of your inquiry. 
XX/XX/XXXX email to XXXX requesting copies of cancelled escrow refund checks to document that it was refunded to me. 
XX/XX/XXXX email from XXXX  ( Attachment C ) responding as follows : We have received your recent inquiry in regards to your mortgage account. Your request has been forwarded to our escrow department for further review. Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. Please feel free to contact us if you have any additional questions. 
XX/XX/XXXX, after no further response from XXXX, I sent a letter ( Attachment D ) to Lakeview Loan Servicing Mortgage Resolution requesting copies of cancelled escrow refund checks to document the " escrow refund to burrower '' amounts ( i.e., {$1900.00} and {$1400.00} ). 
Thirty ( 30 ) days have passed and XXXX has not acknowledged my letter nor either provided the requested information, determined that the requested information is not available, or asked for additional information or requested additional time to investigate my request, Therefore, I am submitting this complaint in hopes that Consumer Financial Protection Bureau can help me to get the requested information from 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