Consumer complaint received 2019-09-22
Company: LAKEVIEW LOAN SERVICING, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX closed out Complaint # XXXX and has NOT provided my reqeust for information regarding the documentation of discrepancies stated within the letter submitted by XXXX representative, Mr. XXXX XXXX, Office of the Customer, dated XX/XX/2019. I contacted Mr. XXXX upo # XXXX upon receipt of this submitted letter on XX/XX/2019 and to date, have not received a response as promised. 
Attached includes my email following my phone call with Mr. XXXX, supporting documents, and request for XXXX to provide supporting documentation of the wire transfer return to the closing attorney as he claims on the letter he submitted to CFPB the wire was returned on XX/XX/2019 to the closing attorney. 

1. XX/XX/2019 : XXXX XXXX ( " Borrower '' ) requested through XXXX website a payoff quote for the above referenced loan and added comment : This property is located at XXXX XXXX XXXX XXXX XXXX NC XXXX and is currently under contract for sale. The scheduled closing date is XX/XX/2019. I am requesting this Payoff Statement through XX/XX/2019 for the payoff quote to be good through 2 business days past the closing date. the attorney for the closing is XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX ; XXXX XXXX, XXXX, NC XXXX Phone : XXXX. Fax : XXXX. Thank you for your assistance. XXXX XXXX XXXX Loan XXXX 2. XX/XX/2019. Lakeview Loan Servicing , LLC Issued a Payoff Statement with Request Date : XX/XX/2019, Issue Date XX/XX/2019 in the amount of {$210000.00}. The total amount is good through XX/XX/2019. Payoff Information incudes ... '' Payoff funds must be sufficient to cover all escrow advances, interest, prepayment penalties principal, and fees. " If additional funds are needed, we will notify you and we must receive funds within two business days. '' ( a ) The closing attorney, XXXX XXXX received this payoff statement via FAX ( b ) Borrower, XXXX XXXX, received this payoff statement via U.S. Postal Service 3. XX/XX/2019 : Property Closing/Settlement. The closing attorney, XXXX XXXX, wired funds to XXXX in the amount of {$210000.00}. The amount per the Payoff Statement issued on XX/XX/2019. 

4. XX/XX/2019 : ( 7 days following closing ) The closing attorney, XXXX XXXX, received notification and return of the entire amount of the wire transfer sent on XX/XX/2019 in the amount of {$210000.00} ( see attached notification dated Tue, XX/XX/2019 at XXXX XXXX ). 

5. XX/XX/2019 : The closing attorney, XXXX XXXX, and Borrower ( XXXX XXXX ) contacted XXXX  via phone to try and resolve the return of the wire transfer. XXXX requested documentation of the return wire via email and stated XXXX would investigate the wire return and contact us within 1-5 business days. ( See attached email from closing attorney dated XX/XX/2019 to XXXX ) 6. XX/XX/2019 : Borrower ( XXXX XXXX ) received new Payoff Statement via U.S. Postal Service on XX/XX/2019. It was upon receipt of this hard copy when Borrower was informed exactly how much the payoff shortage was. This new Payoff Statement had an Issue Date of XX/XX/2019, Payoff Amount that included the shortage with a total due of {$210000.00} but the total amount was only good through XX/XX/2019 ( the same day it was issued but not received by Borrower until XX/XX/2019 ). Borrower and closing attorney would have immediately have paid the shortage had we know the amount due from the Issued XX/XX/2019 Payoff Statement but XXXX refused to accept the amount of {$210000.00} since funds were not provided by the good through date of XX/XX/2019. This was impossible since we had no idea the wire was not accepted until the closing attorney received the return wire from XXXX on XX/XX/2019. 

7. I contacted XXXX several times from the time I received the new Payoff Statement ( Issued XX/XX/2019 ) on XX/XX/2019 through XX/XX/2019 without resolution to pay the XX/XX/2019 Payoff in the amount of {$210000.00}. With no other option and to avoid XXXX to continue to charge fees, interest and penalties while trying to resolve this matter, I requested a Payoff on XX/XX/2019 which was issued on XX/XX/2019 in the amount of {$210000.00}. Upon receipt via U.S. Postal Service on XX/XX/2019 of this new Payoff Statement, I contacted XXXX  via email on XX/XX/2019 ( see attached email ) advising that a wire transfer in this amount would be sent but I did not agree with this amount while I simultaneously filed a complaint with the CFPB. 

8. XX/XX/2019. XXXX issued a notification to Borrower to acknowledge the payoff of the loan. 

During our phone call today, you advised I would receive a response within 24 hours regarding : 1. Return of Wire Transfer. In your attached letter you stated to CFPB that " Only XX/XX/2019, the payoff funds were reversed and returned to sender ... '' I have included the return wire documentation dated XX/XX/2019. You stated that dates are " manually '' entered into your system and you would need to confirm within your organization. If XXXX insists that funds were wired on XX/XX/2019, kindly reqeust documentation to support the XX/XX/2019 wire return. 

2. Your letter states XXXX received the payoff funds on XX/XX/2019. The attached wire return has a date " Originator to Beneficiary Info : XXXX. It appears the funds were wired by the closing attorney as stated on XX/XX/2019 but perhaps you meant to state per the statement terms " Funds received in our office after XXXX EST will be processed the next business day. In this case, would have been XX/XX/2019. 

Thank you for your assistance in the matter. I look forward to hearing from you as promised tomorrow, XX/XX/2019 in hopes we can bring resolution to this unfortunate matter and close out all complaints filed. If XXXX is unable to respond as promised on XX/XX/2019, kindly reqeust an email as to when XXXX will provide the above requested information and intent to resolve this matter.

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 monetary relief