Consumer complaint received 2023-01-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This is regarding my mortgage loan with Lakeview LoanXXXX XXXX XXXX XXXX. The following is a timeline of my transaction issues with XXXX and its unethical actions. 

XX/XX/XXXX - My mortgage was transferred to LoanXXXX mortgage servicing. I received notice from my old loan servicer. Over the next few weeks, I received no communications from LoanXXXX via US mail, email, or phone so I could not set up payments or an online account. 

XX/XX/XXXX- I called my old loan servicer to obtain LoanCare 's contact information. Then I called LoanXXXX to ask about my account information and request a mailed copy of my monthly statement. 

XX/XX/XXXX- I received LoanXXXX 's monthly statement in the mail. The same day, I set up an online account, linked it to my checking account, and confirmed it was the correct bank account number. After LoanXXXX pinged my account, I set up a payment to process XXXX bill.I paid XXXX, requesting XXXX to be paid towards the principal. 

XX/XX/XXXX My online LoanXXXX account shows a payment did not go through, reversal was processed, and I was charged a XXXX Insufficient Funds Fee. I received no notification from LoanXXXX regarding this payment error. 

XX/XX/XXXX After noticing no funds were withdrawn from my bank account, I checked my XXXX online account. I noticed the payment reversal was made on XX/XX/XXXX. I reviewed the payment information and found the payment was not processed because LoanXXXX internally changed my checking account number ; it was off by XXXX digit. Again the error was created by XXXX, I confirmed my account number was correct on XX/XX/XXXX. So after I reviewed my checking account information on the server and noticed it was wrong. I called customer service and let them know it was an error. This time the payment was processed correctly, and my checking account was charged correctly. 

XX/XX/XXXX- I made a second payment via my online XXXX account. Because of the previous company errors, I confirmed my bank account was correct. Then over the following week of XX/XX/XXXX checked both LoanXXXX and my banks online statusseveral times to see when the payment would be processed. 

XX/XX/XXXX XXXX reversed the payment again, and this was not posted until the end of the business day so I did not see it when I logged on earlier that day. I did not check online the next day ( XXXX ) because I was busy. 

XX/XX/XXXX I received a late payment notice from XXXX via email. I looked online but could not determine what happened. I suspected the checking account number was changed internally again. I tried calling the company to discuss their error, it was Sunday so I could not get through to an operator. I tried navigating the phone tree to leave a message. After entering my loan number and going through the phone tree several times, I was returned to the main menu which asked me to re-enter my loan number. I was stuck in this phone loop for several minutes before giving up. 

XX/XX/XXXX I called aXXXX XXXX XXXX XXXX it took me XXXX minutes to navigate XXXX phone tree and wait a few more minutes for an operator. After reviewing my account, the operator told me I entered the wrong checking account number. I let the operator know this was an internal error, and already I confirmed the checking account number was correct before payment was sent. The operator said XXXX could not change this informationinternally and I was responsible for the error. I did not agree. I tried explaining I deleted the information and re-entered and verified the correct number before the payment was sent. The operator said I got it wrong. At this point, I felt there was no point arguing or continuing the call, so I hung up. I did not make a payment over the phone because XXXX does not accept or process anydebit cards or other payments over the phone.After the call, I logged onto the LoanXXXX payment center, corrected the bank account number again, and paid the loan againwith the XXXX XXXX fee. I logged off, then logged back onto the server again. After reviewing my entered bank account information, I saw it was changed again. So, I canceled the payment and deleted the bank account information. Then I created a link to a " new '' bank account number, using my corrected bank account information, and set up another payment to process. 

Conclusion : I hope the XXXX XXXX will process correctly. However, I am afraid XXXX will charge me more interest and fees because of its errors and unethical practices. XXXX previously changed my bank account information and payment details, no less than XXXX times, this was not my doing. I do not trust XXXX will handle future payments correctly. 

XXXX  online interface is not designed to be user-friendly, they use XXXX different servers XXXX XXXX XXXX XXXX XXXX XXXX XXXX Both of these servers are difficult to navigate between, and some information, such as bank account numbers are automatically hidden from users immediately after clicking on another field. On XX/XX/XXXX, I took a screenshot with my phone that shows how I first updated my bank account information during my first attempt to pay. When logged back in, my bank account information was wrong again. Therefore, it is something XXXX is doing internally to create errors on accounts, not users. 

A larger concern is XXXX failure to provide straightforward communication with its clients. After my loan was transferred to XXXX, I received nothing from them regarding my loan. I had to contact my old lender, and then request XXXX send me copies of loan information because was not sent to me in the first place. For XXXX 2023 payment, XXXX waited business XXXX days to process it, then waited another XXXX days to notify mewas reversed. I opted-in for mobile phone notifications and XXXX never attempted to communicate with me via text message. 

XXXX actions demonstrate predatory lending practices ; the company is unethically profiting by charging interest and fees, such as insufficient funds, for the errors it creates within customer accounts.

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