Consumer complaint received 2023-08-22
Company: LAKEVIEW LOAN SERVICING, LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I purchased my house in XXXX and had made all payments on time until XXXX when I lost my business. I ended up filing XXXX  XXXX bankruptcy, but I made a modification plan with the mortgage company which I made all payments on time and eventually refinanced it back to the normal payment. They have never reported by mortgage to the credit bureaus since and I have been dealing with people in the Bankruptcy department ever since. 

I went through a divorce last year and got behind on the mortgage because of loss of income and some other costly repairs to my car and home. In XXXX of this year, I mailed in two payments which were both returned with a letter saying I needed to pay {$3900.00}, or they wouldn't accept my payments. I promptly mailed in a check for the amount they requested which was received by XXXX XXXX XXXX on XX/XX/XXXX. Once a week passed and the check didn't clear I contacted them. The person I spoke to was very rude and disrespectful. She accused me of lying about having access to their online payment portal and she thought I was giving her a fraudulent tracking number for the check I sent in. Once she verified the check had arrived with the tracking number, I asked why they hadn't cashed the check since they had had it over a week now. She laughed and said it takes them weeks to process them. She told me at that time she was now showing I owed {$5200.00} which I immediately agreed to pay. I asked if they were going to cash the check and I could pay the difference or should I expect the check to be returned in which case I would pay the entire amount due. She said she wasn't sure because no one from the Bankruptcy Dept was in. I asked her to call or email me the amount and I would pay it promptly which she agreed to do. 

After a few more business days without contact I reached out to them again. The person I spoke to this time had no idea about what was going on and said my account had been sent to an attorney for foreclosure. She gave me the name and number of an out of state attorney who I contacted, and they said they had no idea why I would be calling because they wrote mortgages not foreclosed on them. I had to call back in again and speak to someone else the next week as their office was closed when I tried to call back that day. She gave me the number to a different attorney. When I called, she took my email and said they couldn't pay yet, and they would email me the amount I owed in 7-10 business days. 

In a few days I received an email saying I owed {$9800.00}. I called them back so I could clarify how I went from owning {$5000.00} to {$10000.00} when my mortgage payment is only {$1300.00} per month. She said they accelerated my mortgage, and I would need to pay it by wire, or they would proceed with foreclosure. I didn't have the {$9800.00} at the time but I was able to get it within a couple weeks. During that time, I received letters from both the attorney and XXXX XXXX XXXX asking me to contact them so they could assist me in keeping my home. I contacted them both on XX/XX/XXXX again so I could make the payment and verify the amount. I left a voicemail at the attorney 's office, and they have not returned my call. I spoke to someone at XXXX XXXX XXXX and advised I could now pay the {$9800.00} and she said she could not take my payment and she would have to email me a letter with the amount and the appropriate way to pay. As of today, I have not heard anything from anyone, and they have filed something against me in court as I am receiving multiple advertising letters daily from attorneys trying to get me to file bankruptcy.

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