Consumer complaint received 2019-12-16
Company: LAKEVIEW LOAN SERVICING, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My Mortgage was transferred from XXXX XXXX  XXXX ( XXXX XXXX ) on XX/XX/2019 to Lakeview Loan Services LLC/XXXX. Although the selling of my loan notification was not timely. I received my notice from XXXX XXXX  dated XX/XX/2019, received by me on XX/XX/2019 stating effective XX/XX/2019 my loan was transferred to XXXX XXXX. 

I received my first notice from XXXX on XXXX. I attempted to pay my loan on XXXX-19 to  XXXX but was told that I needed to call back in a week because my account had not been established. 

On XX/XX/2019, I made my first full mortgage payment to XXXX. I notified them I received the 2nd half XX/XX/2019 tax bill from XXXX County Tax Office. I uploaded the bill for payment out of my escrow account in amount of {$690.00}. 

On XX/XX/2019, I was told by XXXX ( Customer service Supervisor ) the tax bill would be paid by XXXX-19 minus late fees and penalties. She further stated she would track and send me an email notification of the release of payment. She was sending tax request release of payment {$690.00} to be expedited and processed overnight while I was on the phone. 

On XX/XX/2019, spoke with XXXX  ( Customer Service Supervisor ID # XXXX ) she  stated the bill " would not be paid '' because it is a supplemental bill. I explained to the supervisor that the bill covers the period of XX/XX/2019 through XX/XX/2019. I did not close on my property until XX/XX/2019. Furthermore, if I request and authorize payment of funds from my escrow account, it should be paid. Supervisor then stated I needed to put in writing and the information provided by the previous supervisor on XX/XX/2019 was incorrect. 

The bottomline, XXXX is managing my escrow account on behalf of me ( homeowner ) via my monthly mortgage payments. It clearly states on the XXXX County Tax bill 2nd half of XX/XX/2019 Real Estate tax. 

I spoke with XXXX County XX/XX/2019 to find out about the bill. I spoke with XXXX and he stated I should contact the new mortgage servicer for them to pay by XX/XX/2019. 

Additionally, the tax bill states " Supplemental Taxes - if this bill included Supplemental tax, please contact your mortgage company to discuss payment. Mortgage companies often pay Supplemental taxes when requested by the parcel owner. I have requested payment on numerous calls with XXXX  and spoke with two different supervisors providing different information. My escrow account has more than enough monies to pay {$690.00}. I am the homeowner and want the payment made to XXXX County Tax paid immediately for {$690.00}. Also, if they weren't going to honor my request for payment, when was I suppose to know. Due to their ineptitude and poor customer service, I have now incurred additional fees. Since this is a FHA Mortgage they have an obligation to manage my account in an expeditious, compliant, timely, professional manner Lastly, all of the attempts to resolve this issue has been initiated by me. I have not received any communication in writing regarding the payment. However, today, supervisor ID number XXXX said I need to put my request in writing. I did on XX/XX/XXXX when I uploaded the tax bill for payment to their online system. 

My resolution is that my real estate tax in amount of {$690.00} be paid immediately, minus any late fees and or penalties since my request was made timely on XX/XX/2019. I am requesting written notification only from XXXX, no phones that this request is paid. 

Thank you in advance for your consideration of this issue and that resolution is prompt. 
Sincerely, XXXX XXXX XXXX XXXX cell

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