Consumer complaint received 2017-11-24
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/XXXX : Contact with XXXX . XXXX XXXX ( NMLS XXXX ) of Lakeview Loan Serving Company ( LLC NMLS XXXX ). I wanted to change my FHA loan to convention loan. So could save on the FHA insurance. 

At this point an agreement was signed and appraisal of the home was made, which I paid approx. XXXX, and the documents/signed paper request were email and sent to XXXX XXXX. At this point, she advised that I pay off my HERO loan and a credit card. I advise that I was not concern about the credit cards, just the HERO. 

The file was turned over to XXXX XXXX, and then I received a call from XXXX XXXX, about XX/XX/XXXX, indication that appraisal came low ... again I advised XXXX XXXX that I would per just paying the HERO loan off and that credit cards were not important. 

At this point we decided to go an re-apply for FHA loan and re-appraisal. The appraisal came back higher and it gave more room to pay more things off ... which I only wanted to payoff the HERO loan. 

I was then given a review officer named XXXX XXXX ( XXXX XXXX ). Who was very helpful and advised and needed extra document which he received. It was this time ( 3x ) that asked about paying my mortgage payment. XXXX XXXX always stated to wait because we would be closing before the due date of the mortgage payment. XXXX XXXX advised other wise and made payment before the penalty period. 

I received a phone call from XXXX XXXX XXXX ( XXXX XXXX ), in the start of XX/XX/XXXX, that she would be reviewing my application, the application was pre-approved and again had to sign some documents. I asked, XXXX XXXX about a closing date, she advise about XX/XX/XXXX. I asked her about paying the mortgage payment also advise to pay it. She further advised that the loan agreement was to end on XX/XX/XXXX. This was not known to me. 

On XX/XX/XXXX, I received a call from XXXX XXXX, indicating my loan was not approved because a ratio to income, did not understand, especially when it was pre-approved. The file was returned to XXXX XXXX, we discuss the issue and numbers, and it came back approved. 

On XX/XX/XXXX several attempts in calling XXXX XXXX for updates and she stating that she was working very hard with her supervisor the have loan approved. She then requested a letter from my retirement group, indicating monthly income. She was already aware of my income ... but I send her the letter from my retirement group on the same date XX/XX/XXXX. I also advise her through the email that HERO had a payment due on XX/XX/XXXX the same day of the loan contract. 

On XX/XX/XXXX I had made contact with XXXX XXXX ( loan officer ), who was able to guide me in the right direction and I trust his judgement. I advise XXXX XXXX, that I was having trouble and difficulty reaching XXXX XXXX, by email and phone calls, and just wanting an update. He advised that he would contact her and to call me. XXXX XXXX that she would make contact. She never did ... 

At this point, I tried and continue to make contact with XXXX XXXX, with negative results. Without any contact, I decided to send an email to customer services, XXXX XXXX and XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX again I tried to contact XXXX ... nothing On XX/XX/XXXX I sent another email to XXXX XXXX and XXXX asking for an update I received nothing or update.

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