Consumer complaint received 2018-03-23
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received a phone call from XXXX who services XXXX XXXX XXXX   saying that I had not made a payment for XX/XX/XXXX. I had in fact made my payment and the check had already cleared my bank account. My amount stated on my statement was {$XXXX}. I wrote a check for {$XXXX}. Upon talking to the representative he said I needed to have paid {$XXXX} and that the statement was misprinted. I told him I did not have the money at that time because I had not budgeted for an extra {$XXXX} ( and change ) to come out. I was then transferred to the collections dept to which a very unfriendly lady told me that the mistake was made due to my escrow funds being incorrect and that she would resubmit for it to be reanalyzed but if it went past the XXXX of the month I would still be reported to the credit report bureau even though the mistake was on their part. Approximately XXXX mins later the company XXXX XXXX XXXX calls back to let me know more specifically what happened. The supervisor I spoke with said that when I made an escrow payment of {$XXXX} back in late XXXX they did not apply the fund correctly to my escrow account and held that money a separate suspense account. She said so then my mortgage monthly statement was printed and printed incorrectly. She said once they realized the mistake they started calling today XXXX XX/XX/XXXX ) to get the remaining amount of money due to them. I told her that I had been told {$XXXX0} was my new monthly payment. She stated it was incorrect and if I did not pay them the additional $ XXXX I would be reported to the credit bureau. I stated " if the mistake had not been made in the first place then the proper amount could have been budgeted and submitted. '' This is not the first mistake this company has made with me. Last year XXXX they claimed I never made a payment in XXXX to which I spent countless hours having to prove I paid it and paid on time. The made a mistake on my escrow at the end of XXXX stating that my house was not Homestead Exempt and I owed {$XXXX} additional to them to which later they told me was a mistake on their part and my house was and had been homestead exempt all along ; however, I would not be receiving a check back because " I live in a city with high taxes '' XXXX quoted from their company ). I told them on XX/XX/XXXX I was called and told a refund check was being processed and sent to me for the escrow mistake and overage. Today when speaking with them in regards to this matter as well as the prior matter they said in XX/XX/XXXX they reanalyzed my taxes and decided my escrow amount was still short by {XXXX} and that I would not receive a refund check and that they would need more money from me for escrow. My taxes in XXXX were no where near that amount for some reason in XXXX they were over {$XXXX}. When talking to my tax office here my taxes should have only been {$XXXX}. I also live in a small home that does not appraise for greater than {$2XXXX} so it does not add up why so much was needed in my escrow account nor will they send me a print out of it NOR will they allow me to speak to anyone in the escrow dept when I ask. I was told they do not take incoming calls.

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