Consumer complaint received 2021-03-11
Company: LAKEVIEW LOAN SERVICING, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX we made 3 payments to our mortgage company. One for escrow shortage for period of XXXX in {$380.00}, the regular monthly payment that was due on XX/XX/XXXX in {$1800.00} and extra {$1000.00} toward principal. When I spoke with company agent on XX/XX/XXXX she told me make {$380.00} payment only and she will apply that amount toward my escrow account and then she collected the payment of {$1800.00} over the phone for the regular house payment that was due on XX/XX/XXXX ( confirmation for this transaction # XXXX ) and then she told me I can log back in to my online account to make payment of extra {$1000.00} online. They collected {$1000.00} on XX/XX/XXXX, but hadn't collected the rest. So I called back to on XX/XX/XXXX to see what is going on with rest of money. They told me that first 2 payments had been cancelled automatically since I can't make multiple payments in 24 hours window, which first agent never told me about it. They offer me to collect the regular payment and escrow in one payment as {$2100.00} at this point. I told them okay as long as they can take care of it asap. I was told I can see that payment had been applied by end of XX/XX/XXXX online. They refused to send me any email confirmation at all. I log back gain to my account on XX/XX/XXXX, but account was still showing that I owned them money. I called them again to see what is going on. Was told they never actually collected the payment from XX/XX/XXXX since they don't know what to do with money. I explained again the entire situation about it so agent send she send the email to correct department to take care of that and distribute amount correctly. She gave me new confirmation for payment # XXXX and told me give them about 24-48hours to process that. I called back on Thursday XX/XX/XXXX to see what is the status of the payment and was told again they have no clue what is going on with payment. I asked for supervisor or manager, but was transfer instead to care management team agent that just told me I have to wait until payment will be apply, which shouldn't be later the XX/XX/XXXX and that they can't send me any confirmation for any of the transactions. When I check my account on Monday XX/XX/XXXX it is still same issue. I check my bank to see if they collected the money and they did withdraw the money in amount of {$2100.00} on XX/XX/XXXX. I called again and asked for manager to see what is going on now. I was transfer to XXXX id # XXXX. I explained her again my situation and she said that she send another request to accounting to resolve this issue and that I can check my online account on XX/XX/XXXX it should reflect the payment correctly. She also told me she will email me confirmation about payment being made on my account. I told her that I don't want my account get pass due since I got email telling me that my account payment is past due now and I don't want my credit get ruined by their company. She assured me that my account not going get charged any pass due amounts and it not going to be marked as delinquent to credit agencies. Today I checked my emails I still don't see any email for the company showing that the payment ha been collected. I checked my online account with mortgage company and it still same issue so I called again today XX/XX/XXXX. I asked for manager and was transferred to XXXX id # XXXX. I have to explained everything AGAIN. She told me the XXXX ( not sure if this was another lie ) was applied to escrow and {$1800.00} are just seating there on hold. They never applied that amount to monthly payment. I asked why?? why is it still seating there?? She said since I payed my escrow shortage late the system what me charge {$1800.00} instead. I told her I did made the payment before XX/XX/XXXX and that their agent was the one that made the mess of it and they have to fix it. She said I have to wait until XX/XX/XXXX in order for them to apply the money and they she will email accounting to take care of that asap. I asked her if I should make just a payment for {$1800.00} and they can just refund the {$1800.00} to make it easier, but was told no I just have to wait. I am tiered of waiting. I am tired of calling and being lied to. Each person that I tall to give me different version of theirs. Its almost a month since this mess started and bank refuse to send me any payment confirmation of fix the issue correctly. I just keep being told just keep waiting. I feel bank doing this on purpose to default my loan and put my credit bad so they can charge me more. I need someone to help me to resolve this issue, I believe I am not the only person that this bank treat that way. I believe bank doing this on purpose.

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