Consumer complaint received 2019-05-07
Company: LAKEVIEW LOAN SERVICING, LLC
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We live in a small rural town in Wisconsin. Property taxes don't change much year to year. ( Exhibits 1 & 2 show the amount taxes change year to year ) That's why were surprised to hear in XX/XX/2018 from our new loan servicer, Lakeview Loan Servicing LLC, that we had overpaid our taxes and that we were being issued a refund from our escrow account AND our monthly amount was being lowered. 

Lakeview Loan Servicing , LLC states on its website that it provides subservicing by XXXX. 

That didn't make sense to us, but we figured that perhaps the new servicer had somehow recalculated something in our favor. 

In XXXX, I received a notice from our town that our second escrow payment had not been made. That's when I realized what Lakeview had done - they had ignored that there were TWO escrow payments, and recalculated everything as if we owed only ONE. 

I contacted Lakeview, and was deeply concerned. We didn't have that money that was refunded us. It had gone to school tuitions and other immediate needs. I spoke with a rep, then with a supervisor to voice my concerns. They said they would work it out. I even offered to do some sort of second mortgage to replace the escrow money - but it would have to be at favorable terms ... 

... but Lakeview did nothing. They made the second payment to our town, and we continued paying what we had been paying. I was worried - unsure of how this was " fixed. '' ... and then we found out. Now, we have been contacted and informed that ( OBVIOUSLY ) our escrow account is in arrears, and that we are going to have to pay {$600.00} MORE A MONTH. 

I know to many, including Lakeview Mortgage, this isn't a lot of money. But that's an incredibly damaging amount to our family. 

I contacted them. The first rep told me that it was " simple math. '' He implied that we had requested a lower payment, or that the tax circumstances had changed. Neither of those contentions are true. 

I asked for a supervisor. 

I was given to a second person, who was confused. I asked if he was the previous rep 's supervisor. He said he was not. I asked for a supervisor. 

The third rep indicated that she was not either of the previous call center worker 's supervisor. She said supervisors only call people back. I gave my information and asked for a call back. 

I never got a call back. 

Two days later, I called back, and waited for minutes - and then was hung up on by the system. I tried 8 additional times, and each time, without reaching a rep, was hung up on. 

I called two days later, requested a supervisor, and then never received a call. 

We didn't do anything wrong. We make our payments, we requested nothing. I don't know if we can afford XXXX XXXX extra dollars a month. If i knew this was the amount of our mortgage, I wouldn't have bought this house. 

I'm sick of being abused. I'm afraid of losing my home. I haven't done anything wrong, but I'm required to pay an amount I never asked for. And I am getting no help, no conversation, no explanation from Lakeview.

Company response to consumer: Closed with explanation