Consumer complaint received 2018-12-06
Company: LAKEVIEW LOAN SERVICING, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have not worked since XX/XX/2017 because of a bad XXXX XXXX on XX/XX/2017 which required XXXX  and XXXX XXXX XXXX and a XXXX XXXX on XX/XX/2017. I mentioned this to my mortgage company to see what kind of options I had just in case I needed help. Well they told me they could push my mortgage back 3 months, but I would have to pay the full amount at the end of the 3 months. I asked them suppose I couldnt pay it and they told me thats all they could do. But, I begin receiving XXXX  from my job around XX/XX/2017 until around XX/XX/2018 when they cut off my XXXX. That caused me not to be able to pay my mortgage in XX/XX/XXXX up until now. The XXXX  covered my bills and mortgage every month while it lasted. After my disability was discontinues I called my mortgage company to explain to them what was going on to try to ask for help. They sent me to loss mitigation package and told me to fill out the forms and return. I begin filling the papers out on XX/XX/2018. I did what I was told and returned them via email just like they told me to. I called to check my status and it was strange that they would tell me that one or more of the forms were missing or I didnt sign one or more of the forms. I thought this was a little strange. I always made sure that I returned everything just the way they asked me to and put my loan number on them also.

On XX/XX/2018 a young lady by the name of XXXX   told me they could not open up the attachments that I sent in the email. I asked her why not and told her that was strange. She couldnt answer me and stated that she would resend the documents that I needed to sign. I called right back to get a fax number and spoke with a young man named XXXX. He gave me XXXX, but I learned that this number was not the correct fax to send the papers to.

On XX/XX/2018 I called XXXX XXXX and spoke with a XXXX XXXX. I asked the question once again, why couldnt they open the email, and she stated she didnt know. I told her that was mighty strange. She also stated that she would resend all the paperwork I needed via email, and she did and told me to send it back to her email. I asked her to send it to my daughters email and she did. She stated that they did not receive my hardship letter, the income sheet and one unsigned document. I resent the papers to her email but she never sent anything back stating whether she received the papers or not. So I said to myself she much have received them.

On XX/XX/2018 XXXX XXXX called me and I spoke to a young lady named XX/XX/XXXX from XXXX. She stated that they hadnt received the forms that were missing. I told her I sent them on XX/XX/2018 to Mrs. XXXX XXXX email. Mrs. XXXX stated Mrs. XXXX was out of the office today after I inquired to speak with her. We hung up and I called right back because something just didnt seem right. XXXX # XXXX was on the other end and I told her I would call back the next day to speak with XXXX XXXX.

On XX/XX/2018, I called XXXX XXXX @ XXXX   and spoke with XXXX again. I asked to speak with XXXX XXXX to inquire about my forms that she told me to send to her email. XXXX then stated that they were not supposed to have anything sent to their email. Whitney stated that she herself had received all the information from Mrs. XXXX that morning because Mrs. XXXX got to work earlier than she did ; whatever that meant. Then XXXX put me on hold and when she returned, she gave me 2 email addresses to send my documents to. I thought this was strange also. This has caused so much mental anguish for me. The emails that were given to me were XXXX and XXXX. We hung up. I called right back because I geld as if they were giving me the run around and treating me like I was just a number and not a human. This has caused me so much mental anguish that I can not even sleep or eat. All I wanted was some help and I havent gotten anything. So I called back and XXXX answered the phone and I stated that I needed to speak to XXXX XXXX and then I was put on hold. A young lady by the name of XXXX # XXXX came to the line and stated that she was XXXX XXXX boss. I told her I needed to speak with XXXX but was never allowed to do so. I explained to XXXX how I felt about the whole situation and she begin to get an attitude, I heard it in her voice. I told XXXX about their poor customer service and all I wanted was an apology and she said apology for what? I stated to XXXX that I needed to speak with her boss. I asked her their name and she said XXXX. I said thank you and hung up. I called right back and XXXX XXXX answered the phone and I told her I wanted to speak to XXXX, and I explained to her how I never missed a payment on my mortgage out of 3 years I have been in my house. I said I guess that doesnt mean anything to you all. I heard her say we dont do favors mam. That was a slap in my face. Then she put me on hold and a man named XXXX picked up the phone and stated that he was XXXX counterpart and he wanted me to explain what was going on as if he didnt already know. So, I went along with it and explained to him how his coworkers were coming off as if I was a nobody. He did apologize whether he meant it or not, and told me XXXX was in a meeting and he couldnt speak with me at the moment. I demanded I speak with XXXX and I said I didnt care if it took a whole month to speak with him. XXXX stated that he would resend the papers because they could not open the email. I said to XXXX All of a sudden you all cant open up the email. He said that he tried to open the attachment and it would not allow him to. So he told me to send the forms to his email at XXXX. On XX/XX/2018 my daughter sent the forms back via email to XXXX and later he sent an email stating that he received the forms. He also stated the reason they could not open the email was because my forms did not have my loan account number on them. WOW!!!

XX/XX/2018, I received a certified letter in the mail stating that my mortgage is in default and they need to speak with me face to face, and to give them a call to make an appointment. So I called XXXX XXXX on XX/XX/2018 at XXXX and spoke with XXXX . I told her I was calling to set up an appointment so they can speak with me face to face, and she put me hold at XXXX. When she returned, she said that XXXX XXXX will be reaching out to me to schedule a face to face appointment. Keep in mind they are the same one that sent me the certified letter to call them and make an appointment. More mental anguish.

On Monday XX/XX/2018, XX/XX/XXXX called me at XXXX, I missed the call and they left me a message and said to please return their call. I called back and the auto messenger said that XXXX XXXX was experiencing high call volume and my wait time was approximately 10 minutes. If I wanted to receive a call back from the next available operator, please leave a call back number and I did. At exactly XXXX minutes later, I received a phone call from the woman who I had been trying to speak with since the XX/XX/XXXX, Miss XXXX XXXXXXXX. WOW!!! No apology or anything, shame!!! Mrs. XXXX  stated that no more documents were needed, that my load was sent to an underwriter on the XX/XX/XXXX, and they have 30 days to go to HUD to make a decision on the XX/XX/XXXX and that she will be talking to me on the XX/XX/XXXX. No remorse or telling me that they are trying to help me in any way!! WOW!!! I still have not heard from anyone saying that they are going to help me. I forgot to mention that on XX/XX/2018 they sent another certified letter stating and showing the total I must pay before XX/XX/2018. WOW!! Still no offer to help!!! I feel helpless. All I was asking is for them to give me some assistance and explain to me my options for the situation that Im currently in, and now they are making me feel like I am the villain. Lord help us, PLEASE!!!!! Thank you!

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