Consumer complaint received 2018-01-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
this situation truly started in XX/XX/XXXX when sending us a check for XXXX stating they could not keep that amount in escrow for tax purposes?  In XX/XX/XXXX we realized this was incorrect and received notice of an increase when calling to ask we were told because we did not pay back the XXXX, through the course of the year this has been paid back plus XXXX.On or about XX/XX/XXXX we received notice that our loan company was partnering with Lakeview all looked well until we received the escrow amount was incorrect, my husband and myself were on the phone for over 4 hours until the situation was resolved and the error of XXXX/Lakeview was corrected.in our account, upon looking at our account in XX/XX/XXXX we have seen discrepancies and have been trying to resolve and were informed we were projected correctly and the total showed the taxes paid in XX/XX/XXXXbut did not reflect in our statement, but yet in the month of XX/XX/XXXX and XX/XX/XXXX we had nothing taken out for our escrow?    When the following month the Phone call was made and I spoke with an agent #XXXX she stated that instead of XXXX for Insurance they only withheld XXXX? When I asked why she could not answer and she told me someone would call me back to handle this, I never received a call back. I called again in XX/XX/XXXX and was put on hold for so long it hung up. I called back and was talking again to #XXXX who stated to hold on as she would get someone for me and again I was on hold for so long it hung up. I was face timing my daughter who witnessed this and the conversation I was having with the agent  (made on my landline). I called again and left a call back number. I was contacted by a agent who proceeded to tell me I was short because the escrow team projected a XXXX Insurance premium? When asking her on what bases were they calculating as my Insurance has never been under XXXX she told me I was angry and would not allow here to finish and transferred me to #XXXX  with this she conferred that they did indeed mis calculate and assumed that no windstorm was applicable? My Insurance company sent to them the same information available and composed on the Declaration page. So again I ask her by who's presumption and not following the Insurance trend for my property? #XXXX stated we could take out a 24 month deferment for our escrow since they are not blaming me.... I ask how are you not culpable? By their own admission they simply stated we did not have all the coverage information and decided to add or delete coverage per ???? Which in itself is not a whole truth as they receive the same information on Insurance premiums as myself provided by XXXX XXXX XXXX/XXXX XXXX. While the increase in my monthly payment should not increase by over a hundred dollars again due to the grossly miscalculations based on inadequate information or presumptions. The explanation of the increase is now as they have corrected the error XXXX after we pay back the XXXX shorted the escrow account. I asked how can this be as our payment should only be impacted Taxes and Insurance which have not escalated, but I could see with taxes increased slightly they would want to be ahead of the curve forXX/XX/XXXX. This in no way deflects from the escrow account and the MAJOR shortage.  While she admits it is their mistake and apologized for the mistake I now have to face financial hardship in order to rectify their accounting practices.

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