Consumer complaint received 2019-07-17
Company: LAKEVIEW LOAN SERVICING, LLC
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
This is the most recent email I sent to Lakeview on XX/XX/XXXX : Please look through the documentation of phone calls since XXXX. 

I mailed a check and set up auto draft to begin with our XXXX payment. Unfortunately I made a mistake when writing the check - the result being that the check was {$300.00} short. I was not aware of this for several weeks, and once I received notification of the situation, I called Lakeview to ask what to do. I was told to mail a check for the {$300.00}, and to contact Lakeview to ensure it had arrived prior to my next draft date in XXXX. The check did not arrive in time, but I did call to verify and then made a payment on the phone on XX/XX/XXXX. This phone payment was reversed for some reason, and I was not aware of this. I received no notification of this reversal from Lakeview, until the US mail arrived about 3 weeks later. Then the XXXX payment was not drafted - it was explained to me by a Lakeview employee that since the XXXX payment did not draft, that the XXXX payment would also not draft. 

At any rate I have since straightened out all the payments and will be mailing another check for the XXXX payment to absolutely ensure the auto draft has NO MORE issues. 

I called Lakeview when I received notification that there was a problem with that first check - and then I called again to make sure the check arrived, and made the online payment. It was my understanding at this time that the mortgage for XXXX and XXXX was taken care of, and my auto draft was set for XXXX. Each call is documented. Despite my making these calls I received postal mail from Lakeview last week regarding my late mortgage payments, having late fees levied, and then reporting the mortgage as a delinquent debt. 

This is a very serious situation that you need to remedy as soon as possible. This situation should never have happened. There is no justification to substantiate my account going to collections. Every step of the way since writing the check incorrectly I have been in touch with Lakeview. Now the account is listed as a bad debt on all 3 collection agencies. 

As soon as I was aware of this situation ( at the end of last week ) I attempted to get in touch with you Saturday, only to go through all the prompts and be told there was a problem with the phone system and to call back at another time. I then wrote an email urgently requesting someone call me as soon as possible. I received no phone call on Saturday. Monday when I was back at work I called Lakeview at least 7 times attempting to get to the " supervisor line '' both by holding the line and by leaving a callback number. You can read the documentation of these calls. Finally after more phone calls on Tuesday I received a callback and was told by the supervisor line individual that my complaint would have to be escalated to this Customer Support. 

Since I have had so little success in my dealings with Lakeview I will be doing everything I can to monitor what actions you are taking to remove your reporting of a delinquent debt from my credit report. Please send me a message outlining what steps Lakeview is taking to do this. 

I can not stress enough that I expect immediate action to fix my credit report. 

____________________________________________________________________ I have not received a response to this message. At the time I sent this email to Lakeview I had been made aware that my XXXX mortgage payment was not drafted. I called Lakeview on XXXX and made a phone payment for the XXXX and XXXX mortgage payments for {$2700.00}. This was not taken from my checking account by XX/XX/XXXX. I called Lakeview on XX/XX/XXXX and was told it could take up to 7 days to draft. On Tuesday XX/XX/XXXX no payment had been drafted. I called Lakeview on XX/XX/XXXX, was told there was no record of payment being made and again made a phone payment of {$2700.00} to pay the XXXX and XXXX mortgage. I also resent the auto draft authorization with another check to ensure the XXXX payment is drafted. I have still not received a callback from the " supervisor line '' since requesting a call last week. 

The above email I sent to the Customer Service Department ( XXXX ) was after making several phone calls to attempt payment, requesting a callback from the " supervisor line '' numerous times - only to be told by the supervisor line that my complaint would need to be escalated to Customer Service. I wrote the above email and have received no response. 

I do not have much documentation as this took place on the phone. I have received only a XXXX and XXXX statement ( no past due amount ) and the auto draft enrollment ( which I resent with the XXXX check ). I have attached those as they have the confirmation numbers for the phone payments.

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