Consumer complaint received 2020-07-15
Company: LAKEVIEW LOAN SERVICING, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I closed on a IRRL on XX/XX/2020. My original loan was with XXXX XXXX, and I received an offer to complete an IRRL through them. I first contacted XXXX XXXX via telephone and later received email communication from him with email address of XXXX. The next person to assist with the refinance was XXXX XXXX ( XXXX ). During the process of completing the refinance I was also changing my Home Owners Insurance to obtain a lower premium as the renewal of my coverage was going to be approximately {$700.00} more than NC stated the rate should be. I contacted my insurance agent, XXXX XXXX who was able to obtain a policy for me at a much more reasonable premium. After several emails back and forth between myself and XXXX, along with his assistant, XXXX XXXX, I received a confirmation email that XXXX had received all information needed to have the premium for my home owners policy at closing on XX/XX/2020. As stated at beginning of complaint, closing occurred on XX/XX/2020. On Monday XX/XX/2020, I was notified by my insurance agent that he had received a letter from my new Home Owner 's Insurance Company that my policy was cancelled due to non-payment of premium. My Agent sent me paperwork to sign, and I submitted payment for 3 months of premium to get policy re-instated. At that time I placed a phone call to XXXX and XXXX, leaving voicemail messages for both, and sent XXXX an email. With no response to voicemail messages left, or to the email sent to XXXX, on XX/XX/2020 I sent an email to XXXX, XXXX, and XXXX XXXX ( XXXX ) who was listed as XXXX 's XXXX at the bottom of an email from her. At that time I asked for clarification on why my insurance premium was not paid at closing as discussed and confirmed via email messages. I received an automated out of office response from XXXX stating he would be back in the office on XX/XX/2020. I did not receive any response from XXXX or XXXX. I called both XXXX and XXXX and left voicemail messages for them asking for a return call to discuss what occurred with my payment for insurance premiums. As of today I have yet to receive any response to my original email, I sent a second email yesterday to the 3 named persons again asking for a response to my original email sent on XX/XX/2020. This morning I sent a 3rd email requesting a response and sending notification that if no response was received by close of business today that I would begin looking into other alternatives to resolving my situation. As no response was received even stating that they were reviewing files to determine what occurred, I am now filing a formal complaint against Bayview Loan Servicing. I have copies of all email communication between myself and XXXX, XXXX, XXXX, and XXXX that can be provided if needed. My Home Owner 's insurance is to be paid out of escrow and it now appears that I will be required to cover the first year of premium out of pocket while paying into my escrow account to have it covered as well, an expense that I was not budgeting for.

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