Consumer complaint received 2019-05-28
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am writing this complaint due to issues with our escrow account. After receiving our escrow analysis in the mail from Lakeview Loan Servicing, I reviewed the analysis and noticed an error. They were going to increase my mortgage payment {$350.00} per month to cover the new estimated tax amount. Our original payment amount was {$1400.00} and this new amount would be $ XXXX. Upon talking with my local tax office, I discovered that the incorrect amount was put into our escrow analysis. When logging into the Lakeview Loan Servicing website, in the escrow information it shows 2 different amounts for taxes with 2 different parcel ID numbers. One amount - {$4200.00} is attached to parcel ID XXXX and one amount - {$1900.00} is attached to parcel ID XXXX. MY parcel ID for this home in our county tax department is XXXX. The parcel ID XXXX is the PREVIOUS owners, XXXX XXXX and XXXX XXXX XXXX. So, somehow when the tax information got sent to our mortgage company, they sent both the amounts and attached the parcel numbers incorrectly to each amount. Our taxes for XXXX we're paid in full and correctly and nothing is owed by my husband and I at all. I have no idea why the previous owner 's taxes are on our mortgage account, I don't know if they means she owes the money, or what, but we are not responsible for that amount or that parcel ID whatsoever. 

The CORRECT amount of {$4200.00} is the only estimated tax amount that should be on our account that will be owed in XXXX, and it should be attached to MY parcel ID XXXX. 

The amount for {$1900.00} was owed by or paid by the previous owner already and should not be reflected on our account or under anything we owe whatsoever. 

On XX/XX/XXXX I called our mortgage company to let them know what had happened and was informed to fax over the information from the tax office to prove it and it would be sent to the escrow team to be fixed. On XX/XX/XXXX, I faxed over the documentation to the number provided and received a confirmation that it went through ( I have these documents ). 

I called the mortgage company on XX/XX/XXXX to check the status of our issue. I was told they were still working on it and to give it another week. I called the mortgage company again on XX/XX/XXXX to check the status, and was told that everything had been received and was being reviewed. I was given a close date of XX/XX/XXXX by the supervisor that I spoke to. She told me that it was set to close on that date and everything should be reflected on the website at that time. At this time, I specifically expressed my concerns for late fees with my payment.I was promised by the supervisor that she would waive any late fees or service charges when the time came to pay the XXXX payment. I waited until XX/XX/XXXX - 2 days after the date I was given that the matter would be closed - to call again and was told that it was still not finished. The supervisor I spoke to told me that she had no idea why it was still being processed because they received all of the documents and all it needed was to be reflected on the account on their website. I was told that it would be sent to the escalation team and I would receive a call in 3 business days with a resolution. I received a confirmation email on XX/XX/XXXX of the escalation with the ticket code XXXX. The email specifically stated that I would receive a follow up call in 3 business days with an update on the situation. I never received a call at all. I called the mortgage company again on XX/XX/XXXX to continue to ask about the status of the situation and all anyone can tell me is that they will request an update and call me back in 24-28 business hours. I never receive a call back. I called again XX/XX/XXXX to let them know I was never called about the update and I again asked for an update on the situation and again am met with no answers and the person on the phone sent in another request for update. 

I called the mortgage company on XX/XX/XXXX to ask once again about a status update and ask why this matter has not been resolved. I spoke with the supervisor named XXXX. I was told that she would put in for a status update and I would receive a call with an update in 24-48 business hours. At this point, I tell her that I have been told the same thing by numerous other employees with no resolve and she said there was nothing further she can do. 

I called the mortgage company on XX/XX/XXXX to ask again about a status update. I spoke with a supervisor named XXXX and she told me there was nothing she could do besides put a request in for an update. I told her that I have been told this same thing every week now for a month, and she said that was all she could do. I informed her that I would be contacting the CFPB today if that's all she could tell me. 

I have sent in the correct documents, and given Lakeview Loan Servicing well over a month of time to get the situation remedied with no prevail. The XXXX mortgage payment is coming up in 4 days and I already have not paid XXXX XXXX   payment due to their lack of movement on the situation. I have been told through this entire process that I will not have to pay the payment until the correct monthly payment amount is shown on their end and that I will not accrue any late fees or servicing fees when it is to be paid. I understand that I am being told I will not be charged anything extra until this matter is resolved, but it has been well over a month now and I have been promised things that have fallen through. So, at this point, I am worried that when everything is resolved that I WILL actually be hit with late fees and charges based on what broken promises I've been given for almost 2 months now about the matter. I am worried I'll end up being sent to the credit bureau for late payment, even though I've been told I won't. I have received late fee notices in the mail and when I asked the customer service reps about this when I call they assure me it is only because they are automated, but don't mean anything. It is very hard to trust this with everything else going on and the things I've been told about the matter being resolved. 

I have called Lakeview Loan Servicing customer service line numerous times and spoken with several different supervisors with no answers. I have not even been told who is handling my request, I have not been able to talk to anyone on the escrow team who is actually reviewing the case as I was told they " do not take phone calls ''. This is very distressing on me and my family. I am requesting the CFPB 's help in getting this matter resolved so that I can pay my monthly mortgage in the correct amount like I have been wanting to do this entire time. 

I have screen shots of the incorrect information on my account where you can see the incorrect parcel ID number. I have screenshots from my count tax department 's website showing the parcel ID of XXXX belonging to previous owners XXXX XXXX and XXXX XXXX, and my husband and I 's parcel ID of XXXX that belongs to us shows to only owe {$4300.00} in XXXX. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation