Consumer complaint received 2019-01-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was bought by Lakeview Loan Servicing and is sub serviced by XXXX XXXX. I purchased my home in XXXX of XXXX in XXXX Texas ; immediately after purchase I applied for my Homestead Exemption and XXXX Veterans property tax exemption. The original amount of my property taxes was over {$5000.00} and the Homestead Exemption was applied first, reducing my property taxes to just under $ XXXX. Midway through XXXX the XXXX Veterans Exemption was applied, reducing my taxes to approximately {$4800.00}. In XXXX of XXXX my veteran 's XXXX was increased to 100 % ; in the state of taxes a 100 % XXXX veteran is exempt from property taxes. I submitted my application to the state and my taxes were adjusted for XXXX to reflect the change in XXXX, reducing my taxes to {$3800.00} for XXXX and {$0.00} for XXXX and beyond. In XXXX of XXXX I received an email from XXXX XXXX that told me they disbursed {$4800.00} for my taxes to the state, and in XXXX my homeowners insurance was paid ( approximately {$1200.00} ) leaving an overage of over XXXX in my escrow account for XXXX, with an addition XXXX that was " disbursed '' to the state for my taxes. Because I am no longer required to pay property taxes, and I have a XXXX overage in escrow I attempted to make a mortgage payment to cover only my principal and interest. XXXX XXXX refuses to apply this amount to my mortgage telling me that they do not process partial payments and put my funds in a 'suspense ' and am showing that I am past due on my payment. I sent a letter through the mail to both their escrow department and mortgage department with both a letter from the VA showing my 100 % XXXX rating, a copy of the state law regarding property taxes and a print out direct from the XXXX County CAD showing my tax obligations, and they did not respond or adjust. I called the company on several occasions and was FINALLY put in contact with a 'supervisor ' by the name of XXXX XXXX . I explained the situation in detail and he told me he would send all information to the escrow department for an accelerated review. In the interim, I contacted XXXX County in regards to the extra {$1000.00} that was paid to them and they told me that they never received it. They told me that only {$3800.00} was disbursed to them. I have emails from both XXXX County tax office and the appraisal district showing that XXXX XXXX did not disburse {$4800.00} and they only received {$3800.00}. I immediately contacted Mr XXXX, sending him copies of these emails and asking him where my {$1000.00} was, because it was never disbursed and is not showing in my escrow account. He said he would look into, he also told me that NONE of the documents I submitted were good enough for their escrow department and I needed to get a letter from the tax office showing my tax liability. I contacted the tax office and they told me they do not normally send letters, that the mortgage company can verify all information online through the XXXX County CAD. I explained to them I sent XXXX XXXX this information and that it wasn't acceptable to them. I pleaded for their help, as they were requiring I still pay {$400.00} a month towards property taxes that I DO NOT owe, and being that they had already lost {$1000.00} of my money, I didn't trust them with excess funds. She conceded and went out of her way to mail me a letter. Once I received it, I immediately scanned and emailed this letter to Mr XXXX, who didn't respond. I sent several more emails inquiring about my missing funds and received no response. I managed to finally get through to him by phone and he then claimed to have never received my sent emails. I forwarded all these emails to him again, and he told me he would submit and then send me an update. A week passed without any word, so I contacted him for an update. He said the escrow department needed a letter from the tax office and I resent it for the THIRD time, telling him I had already sent it, and he already told me he had submitted it! I then asked where my missing money was, and he said they were working on it. To date, I have no updates, the {$1000.00} is still missing from my escrow account, my mortgage payment is still sitting in suspense showing I am past due on my payment and they are STILL requiring I pay excess funds into escrow for property taxes I am exempt from. I DO NOT trust this company, how do you lose a XXXX dollars??! Nobody will help me, nobody communicates with me and I need help before these people ruin my credit and lose any more of my money. I have tons of documents and an email trail showing all that I have explained. Please help

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