Consumer complaint received 2020-05-08
Company: LAKEVIEW LOAN SERVICING, LLC
State: SC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
on XXXX I made a mtg pmt of XXXX it was my payment plus my escrow shortage amount of XXXX. This was applied to my account incorrectly they posted the whole XXXX to my escrow account which didn't make my XXXX pmt. I sent an email that was never answered before XX/XX/XXXX through the mortgage companies email system. It stated I needed to wait 5 days for a review so I did. On XX/XX/XXXX I called and waited over an hour to speak with a supervisor named XXXX ( a female no last name no ID # was given to me. ) I explained the scenario to her and she assured me it would be fixed and not to worry. I was also concerned at this point I would be late for XXXX and wanted to make my XXXX normal payment she took it over the phone. On XX/XX/XXXX the payment I made for XXXX was applied to my account but did NOT advance my due date. So I've now made XXXX and XXXX pmts that were both applied incorrectly and it looks like I owe 2 months. On XX/XX/XXXX I email again requesting a call back from a Supervisor ASAP. On XX/XX/XXXX I call back since I still have not heard from anyone and I speak to XXXX who is a customer service rep who says he will expedite this process and it will be corrected by XX/XX/XXXX. On XX/XX/XXXX The issue is still not corrected I call back again and wait 45 mins to speak with another Manager J ( again no last name no ID # given ) She tells me she will expedite this and needs some time to figure out what is going on and states she will call me back. When we are talking she tells me I have a check being mailed to me from my escrow for {$1100.00} and I was very upset they were supposed to reverse this and reapply as 1 payment and put the 50 shortage into escrow then reanalyze my escrow so my pmt amount would be corrected. I ask her to stop payment the check immediately and reapply it properly. She says she will work on it and call me back. On XXXX My XXXX payment is now due and they still don't have my account fixed so I call again this time I talk to a supervisor named XXXX ID # XXXX. XXXX says he want to research and talk to the Supervisor XXXX ( he says her name is XXXX ) and he will call me back on XX/XX/XXXX. Today is XX/XX/XXXX and I still have no answers and need to pay my mortgage for XXXX now. I have been told that my credit reporting was surpressed but I'm not sure what to believe since no one there is telling the same story. Break down is I need a stop payment issued on the check they sent me apply it to my XXXX pmt and my XXXX escrow shortage then apply my XXXX pmt properly. Once that is complete I need to make my XXXX payment ASAP. I refuse to send them more money until my history is corrected. I am also applying to refinance this mortgage with another company which I told several supervisors and I need a corrected history to provide to the lender. I can do any of this until its corrected

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