Consumer complaint received 2020-06-26
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Lakeview Loan Servicing Attn : Mortgage Resolution XXXX. XXXX  XXXX XXXX  XXXX, VA XXXX Re : Error Resolution Notice under 12 C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX. 
Fee Errors : Your company incorrectly imposed a {$98.00} late fee on, or about XX/XX/XXXX. 
On, or about XX/XX/XXXX, I wrote a personal check # XXXX for the XX/XX/XXXX mortgage loan payment and I unintentionally made a typographical error on the written amount of my payment ( Attachment A ). The check had the amount {$1200.00} written in numbers, but the letters were XXXX XXXX XXXX and XXXX/XXXX. I was not informed of this mistake. 

On, or about XX/XX/XXXX, when I was getting ready to make my XX/XX/XXXX mortgage payment ; I found this error and I immediately called Customer Service : XXXX and spoke to a representant named XXXX. Ms. XXXX took a phone payment for the missing {$200.00} dollars and I asked her to add my XXXX regular payment, which was a total of {$1400.00} ( XXXX + XXXX ). She spoke to a manager and assured me that the late fee of {$49.00} was waived because of the nature of the unintentional mistake and my immediate action to solve it on the phone ( Attachment B ). 

On, or about XX/XX/XXXX, when I was getting ready to make my XX/XX/XXXX mortgage payment ; I noticed that my account statement still reflected the {$49.00} late fees charge, so I immediately called Customer Service : XXXX and spoke to a representant named XXXX. After a very long time of consulting with a manger again, XXXX apologized and tried to explain that the amount from last month were entered in the wrong places, but now they are fixed and the fees were clearly waived ( Attachment C, dated XX/XX/XXXX ). 

On, or about XX/XX/XXXX, due to the financial uncertainty that the COVID19 pandemic is creating in my family circle, I checked all my accounts to get information about the kind of supports available because I am truly worried about the months to come. When I checked my Lakeview Loan Servicing account statement, I find THE LATE FEES OF {$49.00} DOUBLED TO {$98.00}!!! If this was a joke, it would be extremely inappropriate because average consumers as myself are desperately trying to hold on to hope during these times of uncertainty and pain for our loved ones who are ill ( Attachment D ). 

Unfortunately, this is not a joke and this is not acceptable in our society ; its called harassment. Therefore, I am asking you for the third and last time to correct this mistake or I will file a legal complaint for the suffering this situation is causing me and my family. Please do not explain to me how this happened, just fix it and take this extra stress off my weary shoulders soon. 

If you need to contact me, I prefer email because Im too upset to deal with more deceptive narratives, but I will call if its absolutely necessary. 
Sincerely, 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