Consumer complaint received 2018-10-18
Company: LAKEVIEW LOAN SERVICING, LLC
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinanced with our current home loan servicer of XXXX XXXX after being with them for over 5 years. We wanted to take the PMI off and also lower our monthly payments. 

We began the process in XX/XX/2018. It was going ok until closing when we had to sign paperwork three times due to errors. This did not give us confidence and was inconvenient as they had to meet us at our home to sign paperwork. 

We were told not to make anymore payments until receiving our new statement. So we received our first statement the week of XX/XX/XXXX. It stated that we owed {$530.00} and that an unapplied balance of {$430.00} was already received. So we paid the amount of {$530.00} thinking that this would be added to the already received payment of {$430.00} to make a full payment of {$960.00} for the month of XXXX. This did not happen. The {$430.00} was misapplied to principal only. Meaning that reflected we only made a half payment. We did not receive notice of this until XX/XX/XXXX. At which time I called customer service. They stated that nothing could be done and I simply owed the {$430.00} but they would put in a request to have it reviewed. 

Meanwhile we made another payment not wanting to fall behind. It was then that we got a notice that our Escrow had been shorted {$680.00}. And that our payment would be going back up to {$1000.00} which is what it was before refinance. Again we called customer service. We were directed this time to XXXX XXXX who saw that our escrow had been miscalculated and refunded the money. We thought this was solved but it was not. 

After we did not receive a monthly statement for XXXX we called customer service again and were told that again nothing could be done but that they would send us a statement and I should only pay the {$1000.00} and this would bring us current. I received that statement on XX/XX/2018. I put a check in for the amount of {$1000.00} as stated by the customer service representative. 
We waited for two weeks and my check never processed. Meanwhile we received a call from collections department at Lakeview Loan Servicing. We were told we were two months behind in payments. This was a shock and very upsetting. Collections would not escalate the call to anyone who would help. They sent us to a manager but she said there was not complaints department and no one could help us. We finally got a collections person to direct us to a supervisor with a direct phone number. We thought we would finally get help. He said he would review it with the Office of the Consumer.  Then call us back. 
During this time we began to worry that our check was lost for our XXXX payment. We called collections and they said they had no record of a check at all. So on Monday XX/XX/2018 we placed a stop pay on the check thinking it was lost. And we on Monday XX/XX/2018 went online and made a payment instead even getting a {$10.00} fee to do this. We also called collections at Lakeview to let them know this is what we were doing. The very day that I made the online payment suddenly my check shows on the same day in our payment records online. Now it will not go through and Lakeview will think that we did not pay again. Even though we were told the check was not there and not received. This will also reflect that we are still behind in payments due to the misapplied {$430.00}. 

Now on XX/XX/2018 we speak again to XXXX XXXX. He informs us that they still can not reapply the {$430.00} and our payment will not go back down to {$960.00} because the Escrow shortage was not properly handled. The request for an escrow review was not completed. This was not our error. So he did agree to see if he could request that. He also requested to see emails that we received that the {$430.00} would be sent over with the loan to be a partial monthly payment. So we are sending those as well. 

We need your help to find the right person at Lakeview Loan Servicing LLC to correct  all of these mistakes. Our credit has been hit due to this and we are so frustrated and upset that after being good customers for over 5 years that we can not get resolution! It has been a nightmare to refinance and we are sorry that we did it. I will never use an out of state loan service again.

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