Consumer complaint received 2020-10-20
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I filed chapter XXXX bankruptcy since XX/XX/XXXX. The Bankruptcy was discharged XX/XX/XXXX. I talked to Lake view Loan Services about doing a Modification. I completed my Forbearance ( 3 months ) and was told by my Loss Mitigation Processor that I was approved for the Modification. I thought that since my Bankruptcy was discharge in XXXX that they would complete the Modification. I asked the Bankruptcy Processor why did they still have my account in their Bankruptcy Dept.  and she stated that they was showing that the Bankruptcy was still active. I talked to my Attorney and she stated that the XXXX  was active because XXXX XXXX owed me {$6000.00} and it was in settlement and needed to be resolve. I had no idea why that affected my Mortgage Modification Loan. I asked the Loss Mitigation Processor if I  should make payments and she stated that was ok and the monies would go into a Trust Account. I started making the full payments of {$1500.00} for three forbearance payments which I completed. I was than approved for a Modification by Loss Mitigation. I made the full PItI Payment of {$3000.00} per month. The Bankruptcy was not close due to outstanding monies owed to me by XXXX XXXX. Lake view stated that the Modification had to be approved by the Court and it would take several months. I question the time frame. I Paid the Mortgage Payment from XX/XX/XXXX to now. I tried to access my Mortgage Account, but could not access the account, so I talked to the Bankruptcy Dept. at the Lake view Services and the process stated that the Bankruptcy is still active and they could not close the account. They also stated that the Modification had to be approved by the Bankruptcy Court. I asked her how long that would take and she said that would take three to six months and I could make payments. That time frame seem along time? XX/XX/XXXX I was informed that the Bankruptcy was closed. I contacted the Lake view Servicing and what was the status of my Mortgage. Keep in mind this process including the Bankruptcy took over one and half years to conclude. The Lake view Servicing Bankruptcy Department advised me that the Modification was canceled and I have {$39000.00} in Trust. I asked them why was I not informed of my Modification and why was they have me make payments when my account was in limbo. I stated no one called me about anything. Lake view Servicing stated that the Bankruptcy Court did not approve the modification. I stated that every time I called I asked for the Status of my Modification and the processor stated they are trying to get the Bankruptcy Judge to approve the Modification, the processor lied to me each time I called. The Processor stated that our modification is closed and we would have to start the forbearance all over again?? They say we have {$39000.00} sitting in Trust. I question why they did not explain the situation with our mortgage and now we have to start all over again. My problem is that this Company is not forth right is explaining the situation with your loan. We had some problems however we have kept the payments up on our Mortgage which is {$3000.00}. We do not appreciation the manner in which the Bankruptcy and loss mitigation has handle our account and talked to us. We call the Bankruptcy Department on XX/XX/XXXX and tried to talk with a Supervisor and was left on the phone for 30+ minutes. This is a mess and does not have to be if these people were honest and forth right. We received notification from the XXXX XXXX XXXX that the property tax is in default. My account is in a mess and should not be. Every time I called and ask about the status on our account whoever I talked to lied to me and did not know what was going on my account and did not care. 

I tried to talk to a Supervisor and could not get anyone, I was place on hold for 45 minutes to an hour with no luck, no one was available to talk to me, I asked about Notice of default, even though I made my monthly payments each month ( {$3000.00} ) even though my modification was in limbo and I was not required to make a payment until the modification was fully approved. This was really poor service, misleading by the staff of this servicing company. 

I need to clear up my Mortgage. They have {$39000.00} in Trust, my taxes are in default even though the insurance and property taxes are impounded. I have not missed a payment since XX/XX/XXXX. There is no reason my account should be in jeopardy. I following the guidelines for Forbearance and Modification, If the Bankruptcy was an Insurance the staff should have explained the situation. This is really bad and this Company should be made to bring my account update and the staff reprimanded. Please review my account and lets get a Modification done and apply the outstanding monies. I followed the guidelines to get my account up to date. I have made timely payments even though they are not applied to the account ( Trust Account ) Please review and help me with this violation by Lakeview Servicing Company.

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