Consumer complaint received 2019-11-01
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX TO : LAKEVIEW LOAN SERVICING LLC XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX, CA XXXX. Specifically the escrow balance and disbursement. 
I received an annual escrow account statement around XX/XX/XXXX describing a new mortgage monthly change due to shortage in the escrow account. I have never had escrow under this account since the original loan setup date on XX/XX/XXXX. What is more disturbing is that there have been claims of two disbursement checks made by LAKEVIEW LOAN SERVICING to XXXX XXXX COUNTY TAXES in the amount {$2700.00} ( check # XXXX ) and {$3100.00} ( check # XXXX ) on XX/XX/XXXX for XX/XX/XXXX-XX/XX/XXXX back taxes that were never received or recorded by the XXXX XXXX COUNTY TAXES. What is more disturbing is that we have already made the tax payment of {$2700.00} on XX/XX/XXXX and today has resolved the back taxes for XX/XX/XXXX-XX/XX/XXXX of {$3200.00} on XX/XX/XXXX. I have attempted numerous times to resolve this escrow accounting error or possibly fraud through several representatives and the case has been promised to escalated to a supervisor many times, yet after more than a month this issue remains unresolved with no contact from the escrow department. My monthly payment statement is still showing the disbursements as a negative balance on my escrow account, thus generating an increase in our mortgage payment from the usual amount of around {$4000.00} to {$5400.00}. I will continue to make my usual payment amount and wish this matter to be investigated and resolved immediately with adjustments reflecting a true statement. The county taxes have already been cleared and is now current. I need this to be resolved immediately with 1. Investigate the two missing checks that were supposedly sent to XXXX XXXX COUNTY TAXES that were never received. CHECK # XXXX & XXXX. 
2. Adjustments and corrections to the escrow and mortgage account showing the true current mortgage monthly payment and monthly statement. 
3. Close the escrow account that we have never had nor opened in the first place. 

Update : XX/XX/XXXX I spoke to a supervisor at LAKEVIEW LOAN SERVICING LLC name XXXX agent # XXXX regarding making the usual mortgage payment without the escrow errors and was told that any partial payments would be denied and the account would be in default. Asked why this matter has not been resolved in more than a month and was told that they are still investigating the missing checks and in the meantime I need to make whatever payments that are recorded in my statement account, whether it is a {>= $1,000,000} accounting error or not, I would have to make those payments and they can not accept any partial payments. When pressed if this matter will be resolved anytime soon, I was told that it has been escalated only. 

If you need to contact me, I can be reached at ( XXXX ) XXXX, XXXX, XXXX XXXX CA XXXX OR XXXX Sincerely, XXXXXXX

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