Consumer complaint received 2021-06-01
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Sometime last year in XXXX we made a house payment like normal to XXXX XXXX mortgage which is now named XXXX XXXX XXXX, and then we got XXXX bank fees because the company tried to take the payment out a second time. When we called to tell them what was going on they said our account was on auto pay so its trying to take it out again. The lady on the phone told us that in their system it said the payment was processed twice and we didnt owe until the next two months cause we paid twice. We told her that doesnt make sense cause it was only taken once from our bank. And she said no Im her system it shows two payments. So we asked her to fix it and she ended up refunding us back our money from the original payment. Then we got a letter in the mail saying we were 30 days late because she somehow messed it up more. We called and asked why we were refunded when only one payment came out. We didnt ask to be refunded we asked her to fix it on the system cause we did not pay twice. But by now it was telling us to pay double so we were stuck for months trying to pay double. After we fixed that months later we were in the next year. We left the account on auto pay and there was a time it didnt process. It was the month of XX/XX/XXXX. Usually a payment would start processing a few days before the first and itll come out exactly on the first. It was already the 6th and no payment came out automatically so we called and asked what happened. The representative said somehow we were taken off auto pay. So we went ahead and paid it over the phone and she put it back on auto pay.

The very next day another payment came out again. So we paid the mortgage twice nexuses she screwed it up. Not everyone has two mortgage payments laying around to be playing with like that. So we called and a different representative has a major attitude and said of it was a weekend autopay wont process till after that. It still didnt make sense cause it was almost a week later. But either way the representative from before said it was off air pay c
ompletely. At this point we are frustrated and told them we need that second payment back cause we still have to pay bills. They said the will issue a refund through check and itll be here in 5-7 businesses days. We are in XXXX now with no check and another payment is being taken out again for XXXX when they still have our other payment from XXXX. We called many times through XXXX asking where our refund is and the manager said she would just overnight it. Still no check in the mail and we are being charged yet again and it says we owe for XXXX when we still dont even have our refund back. We called today XX/XX/XXXX and they said it was sent last Friday but theres no tracking information. This mortgage company has screwed us over many times and no ones has ever tried to really help us and they think money grows on trees and they are rude and Ive seen they had horrible reviews. I would sue this place if I could.

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