Consumer complaint received 2023-03-31
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
My new mortgage originated with XXXX Mortgage in XXXX of XXXX. My first payment, due XX/XX/XXXX, was paid on time to XXXX. XXXX transferred servicing of my mortgage to Lakeview Loan Servicing, subserviced by XXXX and transferred the amount I had paid them. XXXX showed this payment as a XXXX XXXX Applied on XX/XX/XXXX. The entire amount was applied to the Escrow Paid column. I then made my first payment to XXXX which was applied on XX/XX/XXXX for the month of XXXX. This payment was correctly applied between Principal - {$520.00}, Interest- {$2100.00} and Escrow - XXXX. On XX/XX/XXXX the amounts applied on XX/XX/XXXX were reversed. An additional {$520.00} was debited from Principal on XX/XX/XXXX. My next payment was applied on XX/XX/XXXX for the month of XXXX but shows with a due date of XX/XX/XXXX. On XX/XX/XXXX the amounts applied on XX/XX/XXXX were reversed. Also on XX/XX/XXXX a dollar amount of {$2600.00} shows under the AmountPaid column which is supposed to be the total amount of Principal, Interest and Escrow but those columns all show {$0.00}. On XX/XX/XXXX with a Description of Escrow Payments the amounts of {$520.00} and {$2100.00} show under the Principal and Interest columns respectively but there is no amount showing in the AmountPaid column. Those amounts however appear to tie back to the second entry on XX/XX/XXXX. It was about during this time I received an alert from one of the credit monitoring agencies I used that my XXXX mortgage was reported as being over 30 days past due and my credit score was being dinged in the neighborhood of XXXX to XXXX. I found out when I called them my AutoPay had been suspended because I was past due. I explained to them I was not past due. I had made every payment on time and the error was on their part. After many phone calls and being passed around they finally said my case would go to their Escalation Department, I would be assigned a Case Manager and they would be in touch within 7 business days. I never heard from anyone. I received an email saying my issue had been resolved on XX/XX/XXXX. I called today, XX/XX/XXXX, to find out when my XXXX XXXX was going to be repaired and was informed it would be XXXX days. This is unacceptable. XXXX made a mistake ( s ) and ruined my credit score in a day but I cant get it fixed for XXXX days??? Not right. They claim to have called me. If they did, no messages were left. I would have called. They said sent a letter on XX/XX/XXXX. I was on vacation and did not get it until returning on XX/XX/XXXX. They did not send me an email. This should be mandatory before harming someones credit score. Most people dont answer their phones today when they dont recognize the number, me included. They had/have my email. Why didnt they use it? I want my good credit restored as quickly as they took to XXXX it up. Not 60-90 days. That is wrong.

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