Consumer complaint received 2022-06-25
Company: LAKEVIEW LOAN SERVICING, LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX. On XX/XX/XXXX, XXXX XXXX EST I contacted Customer Service and spoke to a XXXX. XXXX XXXX brought to my attention that the Mortgage company did not pay the property taxes and XXXX of our lots and was now past due. ( Exhibit XXXX and Exhibit XXXX ) XXXX. XXXX completed some research and stated he placed the request and should see the taxes paid by XX/XX/XXXX. Lot XXXX was due {$150.00} plus a late fee of 10 % and Lot XXXX was due {$150.00} plus a late fee of 10 % XXXX. On XX/XX/XXXX I received an email that they had made a disbursement for the taxes for each lot of {$1000.00} in separate checks totaling {$2100.00} ( Exhibit XXXX ) XXXX. On XX/XX/XXXX at XXXXXXXX XXXX EST I contacted the County Treasurers office to encounter what they would do with the overage in payments - since this now made our Escrow account negative. The County stated they could not accept this amount and would mail the checks back to the Mortgage Company with a copy of the bill for each lot and have then resubmit the payments XXXX. On XX/XX/XXXX at XXXX EST I contacted the Mortgage Company and spoke with XXXX XXXX I simply wanted to know how this happened and what are they going to do to fix it. I don't think XXXX had any answers for me as she just continued to XXXX me throughout the call. The only useful information she provided me was the XXXX Tracking numbers in which I did call and provide to the County so they could be on the lookout for the checks. 
XXXX. On XX/XX/XXXX I received an Annual Escrow Account Disclosure Statement in the mail where the Mortgage company stated we had an Escrow Shortage of $ XXXX. I which they advised they were increasing our Mortgage payment - Escrow specifically - from {$1200.00} to {$1400.00}. Of this increase {$150.00} was to go towards paying the Mortgage company back for the property taxes and {$9.00} was to be an increase in the estimated " new '' taxes they made up. ( Exhibit XXXX pages XXXX ) XXXX. On XX/XX/XXXX at XXXX EST I contacted the Mortgage Company and spoke to an XXXX XXXX XXXX advised they did receive the checks back from the County Treasurers office and the new checks for the proper amount would be disbursed. She confirmed my Escrow balance at this time was {$1200.00}. She advised she will put in a request to recalculate the Escrow and monthly mortgage payment and the amount should be {$1200.00}. This is still {$9.00} more than the original amount. She advised she could not locate why the additional {$9.00} but tried to convince me it is for the change in my XXXX XXXX 's XXXX. I disagreed as my XXXX XXXX 's XXXX is not set to renew until XX/XX/XXXX and I logged into our online account and no new billings or charges was listed. 
XXXX. On XX/XX/XXXX I received an email that the correct amount of taxes were disbursed for the County taxes for each lot. ( Exhibit XXXX ) XXXX. Today is XX/XX/XXXX and quite frankly they still have not corrected their mistake and adjusted our Mortgage payment back to its original amount. ( Exhibit XXXX ) XXXX. We have had nothing but issues with this Mortgage company mishandling our loan and our Escrow account. In XXXX we also received a letter that between XX/XX/XXXX and XX/XX/XXXX an unauthorized person accessed their files and mine and my husband 's personal information was obtained by this individual. Absolutely unacceptable ( Exhibit 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