Consumer complaint received 2023-08-15
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX ATTN : XXXX XXXX XXXX XXXX and Late Fees XXXX XXXX XXXXXXXX XXXX XXXXXXXX, VA XXXX Re : Error Resolution Notice under 12 C.F.R. {$1000.00} I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX California, XXXX. 

The error is as follows : XXXX failed incorrectly imposed a late fee of XXXX. In addition to the incorrect late fee, XXXX reported XXXX XXXX and XXXX XXXX to the credit bureaus without notifying us that our mortgage had increased to XXXX from XXXX and that they put this into effect on XX/XX/XXXX, without communication. This error needs to be corrected within 30 business or we will file suit for violation of RESPA, for both penalties and actual damages. 

On XX/XX/XXXX, We received notification from a different company, my credit card company, XXXX XXXX who stated via email that our credit scores had fallen. After researching through XXXX XXXX  We discovered that XXXX reported that we did not make our monthly mortgage payment which caused my credit score to drop by XXXX points and my husband 's to drop by XXXX points. My husband sent the payments of {$2300.00} on XX/XX/XXXX, and {$2300.00} on XX/XX/XXXX. Each payment was made timely before the XXXX of each month. Our bank account shows that both these payments cleared and that XXXX received the payments. 

After learning of the increase in payments, we immediately paid the balance. After calling XXXX, the representative on the phone stated that our mortgage insurance and taxes had increased resulting in a new payment amount of {$2400.00} which had started in XXXX. Our payment had been received timely but because it wasnt the full new payment, it was placed in a separate account so that XXXX could unlawfully make an egregious report to the credit bureaus. 

XXXX stated to us that we were given a grace period of 30 days from XX/XX/XXXX to start making the new payment. This was also not communicated to us. How can we have a grace period, when we were never told? How can we be punished so severely for what XXXX has deemed as an underpayment of less than {$100.00} for the month of XXXX and XXXX when we were never told? We told the company that we had yet to receive notice of the change. XXXX stated that they only sent a letter. We still have yet to receive a letter to this day about the change in our mortgage. XXXX also did not send an email to either of the email addresses on file and they did not call, despite using this information as a requirement to ask us about our accounts when we call. 
My husband immediately paid the balance but refused to pay the late fee because XXXX did not notify us of the change in our mortgage. XXXX XXXX the representative on the escalation team stated via phone call on XX/XX/XXXX that it was our fault because we used a 3rd party billing through our bank and that we should have used XXXX company by giving them access to our bank account. This is a strong-arm tactic to force us to give XXXX direct access to our accounts. 

We have a history of making 100 % timely payments even when changes have occurred. We have tried to peacefully resolve this with the company, and have contacted XXXX for resolution on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and have yet to hear from a supervisor and are told each time that we have to wait for a supervisor to contact us within 48 hours. No supervisor has called and our phones do not show a record of any call returned, neither voicemail or phone record on either phone number on record. We have sent a letter on XX/XX/XXXX via mail to the following address because a supervisor, phone number and email refused to be provided. 

ATTN : XXXX XXXX XXXX XXXX and Late Fees XXXX XXXXXXXX XXXX XXXX  XXXX, VA 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