Consumer complaint received 2020-10-18
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I have three complaints about my mortgage servicing company.

Delayed posting of mailed checks. Checks lost in mail and then found and cashed 30 days after mailed. Inaccessible customer service to resolve simple problems.

It takes between two to three weeks from the date that I mail a payment until my mortgage company acknowledges that they receive the check. As a result, in order to avoid late charges, I must mail my monthly payment to them two to three weeks before the due date. When asked about this delay, they tell me to blame the post office. I do not have this problem with checks to other companies. Is this deliberate?

On two separate occasions, my mortgage company has told me that they did not receive my monthly payment. My payment is due on the first of every month. After I mail the check, they send me an email when it is received. If I do not get this email by the XXXX of the month, I contact them by phone. I confirm that they do not have the check, tell them that I am going to put a stop payment on the " lost '' check at my bank, and then re-send the payment to them directly over the Internet and implement the stop payment, for which I am charged {$40.00} by my bank. Most recently, I mailed my XXXX payment, due on XX/XX/XXXX, on XX/XX/XXXX. On XX/XX/XXXX, I had not received their email that the check was received. I called them, confirmed that they did not have it, told them what I was going to do, and re-sent the money directly to them over the Internet, and put a stop pay on my check XXXX with my bank. My XXXX payment was thus received well within the grace period and I was not charged a late fee. On XX/XX/XXXX, I received notice that they had found and cashed the check. I immediately called their customer service department and told them what had happened and that the check would be refused by my bank. The young lady with whom I spoke apologized and said that she would " handle '' it. On XX/XX/XXXX, I received my monthly statement for XXXX from my mortgage company as well as a letter telling me that my XXXX payment had been refused by my bank, and notifying me that they were going to charge me a {$40.00} fee for a returned check. 
I contacted them again by email and explained what had happened again, and asked them to remove this unfair, additional {$40.00} charge. I also suggested that they ought to reimburse me the {$40.00} charged by my bank for the stop payment. This was their error, not mine. I have not yet had a response from them other than to acknowledge receipt of my email. 

Every month there is an issue with this mortgage company. It is very stressful to deal with them to resolve even the simplest of problems. Their customer service department is an automated, voice recorded gauntlet of undecipherable prompts which lead you in a circle. In order to speak to a human being, it often takes over an hour on hold. If you are lucky, you might get someone who can understand your problem and resolve it. I have seldom been that lucky.

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