Consumer complaint received 2021-06-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX I closed my loan with XXXX XXXX XXXX. Before I was able to close USDA had a XXXX lien-partial claim on my home in which I did not know about. This XXXX lien was initiated by XXXX XXXX from XX/XX/XXXX. The amount XXXX received from USDA was {$13000.00}. This amount was received as a corporate advancement to help with my escrow on my home loan. 

The closing attorney who handled my closing stated that it was his legal responsibility to pay for the XXXX lien-partial claim in order to continue to facilitate the process. The {$13000.00} was taken from my proceeds to fulfill the obligation. I informed XXXX XXXX prior to signing the closing document what was happening. I was informed by Customer Service XXXX after they reviewed my account that they being XXXX XXXX is responsible for paying USDA the {$13000.00} for it was included in the closing payoff amount. So with reassurance I signed my closing documents in the beginning of XXXX. After a couple weeks I called back to check on status of refund to me in the amount of {$13000.00}. I was told by XXXX different agents as well as supervisor in customer service that the process usually takes 20 days for my refund. So I patiently waited during that time. I called back to XXXX and another customer rep. stated that XXXX also issued a check to USDA on XX/XX/XXXX to satisfy the debt that was included in payoff. I then immediately contacted USDA to let them know that they received XXXX checks in the amount of {$13000.00}. USDA confirmed that they only received the XXXX check that my closing attorney sent to them. XXXX Have proof of all documents and communication ). 

I then contacted XXXX XXXX numerous times throughout the week with several mix answers from XXXX different supervisors. The first Supervisor I spoke with stated that she had approved the refund and my check will be overnighted to me, well needless to say when I didnt receive my check I called back immediately. I was told by XXXX in Virginia that there was a mistake on XXXX behalf. He said that XXXX representative XXXX have overlooked that the check in amount of {$13000.00} was never issued to USDA on their behalf. He said any representative can easily look into the account and assume since the balance is zero and closing documents have been signed then everything is settled. But he did some more extensive research and seen where the check was not sent to USDA and that the funds were in a separate advance account that will need to located and charged in order to refund the {$13000.00} that is due to me. He apologized for the delays and put the information for another department to research the corporate advancement account so they could submit my refund check to me. He then told me that he would call me back after the holiday XXXX XXXX XXXX XXXX. So on Tuesday I did not hear from him so I called back to check on the status. I was immediately told that my escalation was closed and I will not be refunded. The nerves these people have to have already stated that I was due a refund to then turn around and tell me no, youre not getting this money. After showing them all the evidence that they requested that supports claim. They just dont want to issue my money and this is absolutely absurd. I will have to get a lawyer to deal with these XXXX crooks. So I am filing an official complaint against XXXX XXXX XXXX and this closing process on how it has been completely mishandled.

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