Consumer complaint received 2018-12-07
Company: LAKEVIEW LOAN SERVICING, LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My first mortgage payment of XXXX was due on XX/XX/18. 

Payments made include : I sent a check for {$160.00} which was cashed by company on XX/XX/18. 
I sent another check for {$160.00} which was cashed by company on XX/XX/18. 
I made an online payment for {$320.00} which was credited to my account on XX/XX/18. 
For a total of {$650.00} received by the company on XX/XX/18. 

On the billing statement from the company it says in regards to partial payment : " Partial Payment : Any partial payments that you make are not applied to your mortgage, but instead are held in a separate suspense account. If you pay the balance of a partial payment, the funds will then be applied to your mortgage. '' I have made payment in full, and early, and it has still not been applied to my XX/XX/XXXX payment. 

I had sent my first payment of {$160.00} because I wanted to confirm that it would go to the correct company, and be applied appropriately. I called on XX/XX/XXXX and spoke with a representative. At that time she told me that they did not like taking partial payments, but since this was my first payment, if I would pay the balance she would put in a note to have it applied to my XX/XX/XXXX mortgage payment. I told her that I already had a second check for {$160.00} being sent from my bank, and it was too late for me to stop that processing. She said she would make note of it, and I should pay the balance of {$320.00} so that exact payment would be made. She stated their system did not have capability to process partial payments on a mortgage account, but she would make note of our conversation and recommend I call back to confirm money was pooled and applied. 

I then went online, and made an online payment for {$320.00} which was credited on XX/XX/18. 

On XX/XX/18 I checked online, and saw that payment in full had been recieved on XX/XX/18, but had still not been applied to my account. I called and spoke with XXXX, and explained my situation. She told me that there was a note regarding my conversation on XX/XX/18, but funds were not applied to my payment. I asked her to please have these applied to my mortgage payment. They had recieved payment in full well in advance, and it is still not applied. She told me to hold on, then someone else answered, and identified herself as XXXX. I explained the situation to XXXX. She told me that funds had not been pooled and applied, but that she was processing it right now, and it should update to my account by XX/XX/18 for me to view online. I confirmed with her that would be my full XX/XX/XXXX payment due, and it would be credited as on time. She confirmed this. 

XX/XX/18 I went online to check my account, and the funds have still not been applied to my account. I called customer service again, and spoke with XXXX. XXXX stated that there had been a request for only {$490.00} from payments received on XX/XX/XXXX and XX/XX/XXXX to be applied to my payment and I would need to make a payment of the difference of {$160.00}. I told her that I had already paid that {$160.00} and company posted it XX/XX/18. That I had made payment of {$160.00} and {$320.00} and {$160.00} which equaled my payment of XXXX in full, and they had received it all by XX/XX/18 and it still was not credited to my payment. She said she did see a note about it, and " it was pulled, but never applied '', but she is putting in another note to have full amount applied. She then told me that it may take up to XX/XX/18 for it to update, and me to be able to confirm online that my XX/XX/XXXX payment has been credited. But she did confirm that I would be credited with payment for XX/XX/XXXX, and my next payment would be due XX/XX/XXXX. 

The company statement says that payment in full will be credited, as I quoted above, and my payment in full was received and cashed by the company 13 days early. I have called 3 times requesting it be applied, and told each time that it would be, and it still isn't.

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