Consumer complaint received 2022-08-30
Company: LAKEVIEW LOAN SERVICING, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
The end of XX/XX/2022, I called XXXX to explain my situation to see what my options were. My husband at the time was on unemployment and not getting a whole lot each month to help pay the mortgage and other bills. I was told that I had to late on my mortgage to even apply for mortgage assistance. I waited until XX/XX/XXXX and applied for the mortgage assistance. My mortgage is in my name and my father in laws name. He does not contribute in anyway to help pay the mortgage. I was told that the only information needed was mine and my husband 's. I filled out all the paperwork and submitted everything. The communication was horrible with the mortgage company. I never received phone calls, or emails with the progress. I would call several times and just be on hold for over an hour each time. I finally received a letter in the mail stating I was missing documents. The date that I had to have the missing documents was only a couple of days before would close my application. On the letter it did not state what documents were needed. I called once more and finally got a hold of someone. She told me what documents were needed. I then submitted everything in the time frame that was allotted. I called back again and was told that everything looked good on their end and that my application would go to the underwriters. I never received any more communication from them. I was told it could take up to 30 days to get an answer. I waited a little while and then called back because I had not received any kind of communication. The gentleman that I talked to told me that my application was closed due to documents not being submitted in the time frame allotted. I was so upset that I had to once again submitted a whole new application. I gathered all paperwork and submitted everything once more. I did receive a letter a couple weeks later that stated I needed to provide more paperwork. But the due date was the same date I received the letter in the mail. I called immediately and after a wait got someone on the phone. I explained that I just got a letter in the mail that stated I had missing documents and the due date for the documents was that day. She told me she would put a note on my account and give me some extra time to get the documents in. Within a day I had all the documents submitted. I called back on the XXXX of XXXX to see what the status was for my application. The gentleman put me on hold and never came back to the phone. I sat on the phone waiting for over an hour. I called back today the XXXX of XXXX to see what the status was because I received a letter in the mail from a law office stating that my loan has been referred to foreclosure. I finally got someone on the phone after being on hold for about XXXX minutes. She told me my application had been closed again. Supposedly for more missing documents which I Never received a letter, email, or phone call letting me know. They have been dragging out this process for 6 months and now I am in jeopardy of losing my home. I have XXXX kids in the house and don't have any family member we can turn to. I do not want to foreclosure on my home, I just want to get some options to get my account back to current status. They have drug this whole process out where it will be really hard to get caught up without any options. The communication with this company is completely horrible and I would Never recommend anyone to use them for a mortgage.

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