Consumer complaint received 2020-06-24
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I purchased a new home through XXXX XXXX and their finance comapny. closing date XX/XX/XXXX XXXX of XXXX XXXX XXXX XXXX company transfers loan to Lakeview Loan Servicing Co I am a XXXX XXXX XXXX veteran and I qualify for no property tax. 
info is registered with the county since original closing. 

Every year during escrow review, Lakeview is adding property tax and therefore cresting an escrow shortage thus raising the price of the monthly payment. 

Because they are paying off the outstanding debt, and then turning around and adding fees and additional cost to the payment. 

Every year I have to call in and make a complaint, then they review and make adjustments. 

So after calling my county to verify info had not change I then proceeded to call my insurance company to see if my rate had increased. I was notified that my policy decreased in XXXX and in XXXX so there could be no way that I could be short on escrow from either insurance, mortgage insurance, or property tax. Something had to be wrong. And then the following occurred. 

This year specifically, they compounded the issue. 

XX/XX/XXXX I receive escrow notice that Im short again, payment increases almost {$300.00}. Goes to {$1900.00} starting XX/XX/XXXX I call on XX/XX/XXXX I spoke with XXXX to notify error of charging me property tax. 

XX/XX/XXXX, XXXX receive letterhead stating that they were recently made aware that I qualify for property tax exemption. And that the account would be reviewed and analyzed and I would be notified within 30 business days. 

XX/XX/XXXX I make the {$1900.00} payment XX/XX/XXXX I called to ask what was the status because I had not been contacted and payment was due today. So I needed to speak with someone who could give me the correct updated payment. 

Spoke with XXXX. XXXX notified me of the following. 

The current amount due today for XX/XX/XXXX would be {$1600.00} The new payment amount starting XX/XX/XXXX would be {$1600.00} I then proceeded to ask XXXX what happens to the overage, and I was informed that the funds would go towards my escrow account. I informed XXXX that I did not want that to occur due to their mistake because I felt the payment amount that I was making during their mistakes should have never happened. 

After reviewing account again, he informed me that there was an overage and I would be receiving a refund of almost {$600.00}. And that someone from the escrow department would be correcting the issue. 

10 days later and I had not been contacted so I called again and asked one simple question. What was my XXXX payment. i was told {$1900.00}. Right back to the same amount from the escrow shortage. 

So I go online and fill out another complaint and was told iI would get a response within 5 business days. On the 6th business day I got an email stating that the ticket was closed and the issue was resolved. Email had no info pertaining to the issue I go online and look at the account status. 

It reads as follows. 

Current payment due XX/XX/XXXX {$2200.00} New fees and charges {$76.00} Past due amount {$1900.00} Unapplied balance {$1600.00} If you do a review of my payment history, I have never been late, nor have I ever paid anything other than the amount due. 

At a time like we are in, as a XXXX XXXX XXXX Veteran, I can not continue to allocate resources that should go towards other financial responsibilities due to the errors that Lakeview is continuing to make on a yearly basis. 

Please look into this matter and hopefully I can get this resolved. 

Thanks in advance

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