Consumer complaint received 2023-03-01
Company: LAKEVIEW LOAN SERVICING, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I called my mortgage company Lakeview, which is sub-serviced by XXXX XXXX in XXXX to see what options were available to me to avoid being delinquent on my mortgage due to being impacted by covid. I lost my XXXX, XXXX, XXXX XXXX, XXXX  and XXXX  all in less than one year due to XXXX 

I was originally told that I was approved to receive special covid relief assistance but later was told that I no longer qualified due to system errors. I was then told that my only option was to do a modification which I agreed to avoid being delinquent. 

The Modification process began, I received and signed the paperwork and mailed it back via certified mail. I called on XX/XX/XXXX to explain that I have not received any information and that I am trying to make my payment online but the system will not allow payment. I was told that payments can not be made at this time due to the modification process. 

I was told by a rep with Lakeview that the modification paperwork has not been processed and as soon as it processes payment can resume. 

I called back on XX/XX/XXXX and explained that I am still unable to make a payment due to modification paperwork processing. The Rep with Lakeview explained gratitude for my eagerness to make payments but assured me that my mortgage will not show delinquent nor will my personal credit be impacted due to their delay. I requested that the rep notate my account with the statement he provided me. 

On XX/XX/XXXX I called and explained that I'm still unable to make payments. This time I requested to speak with the supervisor. The supervisor told me that I can make a payment with her over the phone and that's all we will need to do. I made a payment. 

The payment did not process due to my bank account. I called on XX/XX/XXXX to make the payment it was processed successfully ( See Bank Statement Enclosed. ) The rep then stated that the modification and payment were successful and that my next payment will be possibly in XXXX due to this modification. 

I called on XX/XX/XXXX to verify my account is in good standing I was told yes it was. 

I received my mortgage statement dated XX/XX/XXXX which shows the amount due of XXXX due on XX/XX/XXXX I received a Statement dated XX/XX/XXXX That shows the amount due of XXXX due on XX/XX/XXXX. ( copies enclosed ) I received a check from XXXX XXXX on XX/XX/XXXX in the amount of XXXX for the overpayment. ( see a copy of check ). This also gave me assurance that my mortgage is current and in good standing. 

Today, XX/XX/XXXX I received a notice from XXXX XXXX stating I am behind on my mortgage in the amount of XXXX as of XX/XX/XXXX. I immediately called to question this and I was told that they have received no payment since XXXX and I am delinquent. Every rep I spoke with was not willing to assist me and only provided options for another modification. I am receiving XXXX assistance from the reps and upper management. I wish to have this resolved and my account updated to the current one as of XX/XX/XXXX.

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