Consumer complaint received 2018-10-11
Company: LAKEVIEW LOAN SERVICING, LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage is serviced by My Loan Care of Lakeview Loan Servicing LLC : Lakeview Loan Servicing, Attn : Mortgage Resolution, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. 

I began calling XXXX customer service on XX/XX/XXXX when I saw that they had only paid half of my XXXX County property taxes on XX/XX/XXXX. Please be aware that 1 ) They  had paid my taxes in full in both XX/XX/XXXX and XX/XX/XXXX and 2 ) that in XX/XX/XXXX they sent me an Escrow Shortage letter requesting {$250.00} in order to have sufficient funds in XX/XX/XXXX to pay my taxes ( enclosed ). I called numerous times, advising that it was urgent that my taxes be paid prior to XX/XX/XXXX in order to receive the discount on the property tax payment. 

Well XX/XX/XXXX came and went with no response, resolution, or payment, and I lost the {$18.00} discount offered on the second half of my property taxes. I spoke with a Supervisor approximately XX/XX/XXXX who advised that he would submit for a credit to my account of {$18.00} for the issue. I proceeded to call every few days for the next 10 days or so, looking for an update and there continued to be no response to the payment of the taxes or the {$18.00} credit issue. At that time, I spoke with another supervisor, wherein I was voicing to her my frustrations at the previous events thus far and the lack of being unable to take care of my taxes myself. She then recommended that I close my escrow and that I could then pay them myself. She sent me an email with the information on how to do so. 

I then submit the request to close my escrow. I was mailed the escrow balance of {$3200.00} in two weeks! Two weeks to refund me that money but it had been 4 weeks since I called asking my taxes to be paid and 2 weeks since I was promised the {$18.00} credit, neither of which was resolved. So when I got the escrow check, I immediately called to ask if the {$18.00} was included first and I was advised it was not. 

I continued to call for weeks and weeks, having to repeat the story over, and over, and over and every time I kept being told that there was no response or resolution yet as to the {$18.00}. On XX/XX/XXXX, I demanded a Manager over the supervisor. Well she gets on the phone and tells me the following : 1 ) Yes, they made a mistake in not paying my taxes in full in XX/XX/XXXX. 2 ) That no one ever could have paid the second half of my taxes because only one large lump payment is sent once a year and since they messed up, it was impossible for the second half to be paid. ( When I asked why no one has EVER mentioned that before, she said she didnt know. ) 3 ) She admits XXXX owes me {$18.00} for failing to pay my taxes in full in XX/XX/XXXX. 4 ) THEN she tells me I can not have the {$18.00} because my escrow was closed! THAT IS NOT FAIR. I closed the escrow at the recommendation of a Loancare supervisor in order to PAY MY TAXES that XXXX was refusing to resolve! 

I have spent over 30 phone calls, over 20 hours on the phone, to get this resolved and they are just going to admit they were wrong and owe me money yet refuse to give it to me. I demanded to be escalated over that Manager on  XX/XX/XXXX and she said she submitted it. 

I also sent an email through the Website last week, and no response to that. I called yesterday on XX/XX/XXXX at XXXX and put in the automated response for a call back and no one called back. Today, XX/XX/XXXX still no one had called me back. They continue to conveniently ignore me. I called today, XX/XX/XXXX. Had to once again repeat EVERYTHING to both a front line CSR and to a Supervisor, XXXX. The supervisor had nothing to say expect repeatedly stating I was told on the XX/XX/XXXX that I would not be getting the credit. She had no Manager available to escalate the call to, how convenient for them again. Supposedly I will get a call back from her Manager within 24 hours, however, with my past experiences over the last 3 months, I highly doubt that to be true. 

I do not know what else to do. How can this large corporation ethically withhold money due to me, that they admit they messed up and owe me, and choose to do nothing and get away with it?

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