Consumer complaint received 2020-12-28
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On the new re- approval package received yesterday the following is mentioned : ( page 2 ) Present total is XXXX ( Existing Loan + HOA fee ) Proposed Saving : XXXX ( New Loan amount ) My current total is : XXXX = P & I : XXXX + Escrow ( Taxes and Insurance ) : XXXX From the current XXXX total XXXX goes to MI. 
The XXXX includes XXXX for H.O.A. but I pay the HOA separately therefore it is not included in my mortgage payment. 

In their New Loan information ( page 56 ), the following is displayed : New Loan information : P & I Payment XXXX Payment w/ MI : XXXX Total monthly obligation : XXXX Loan contains MI : Yes Existing Loan : P & I Payment amount:XXXX Payment w/ MI : XXXX Total monthly obligation:XXXX Loan contains MI : No On my current statement, XXXX is paid monthly to MIP/PMI Disbursement, therefore under the existing loan, the loan contains MI should be yes. 

I am under a deadline where the current lock rates expire by end of the week or XX/XX/XXXX. 
I have tried to reach out to XXXX who is the Loan Officer and have received not answer. 

Getting ahold of anyone here has been a nightmare : While I was working with XXXX XXXX I to had questions about items she kept requesting : On XX/XX/XXXX I received the following from XXXX XXXX : Upon review of your FHA Streamline Refinance mortgage loan that you have in process with us, we are still in need of the following items on your loan : 1. Need to update HOA Dues 2. Occupancy Check box is not checked IN HUD 92900-A Form need updated Form ( see attached document ) complete and upload. 

If you have any questions please contact myself as soon as possible. 

On XX/XX/XXXX, I replied the following : Good morning, Form checked and uploaded and HOA history uploaded.

Im not sure if the HOA histo
ry is what you are looking for cause I dont understand what is it you are asking with update HOA dues. 
Please advise if I missed something. 

Thank you, XXXX On XX/XX/XXXX, XXXX XXXX emailed me the following : Still Needs : 1. Need to update HOA Dues 2. Occupancy Check box is not checked IN HUD 92900-A Form need updated Form 3. Required Utility Bill with full service and servicer address to verify occupancy Respond from me on XX/XX/XXXX : XXXX, I have called you and you have not returned my call. 
I have uploaded bills, checked the occupancy box and have provided what I believe you are asking for about the HOA Dues. 
Please give me a call and let discussed this that you say that is missing. 

XXXX XXXX XXXX On XX/XX/XXXX I emailed XXXX XXXX the following : If you can give me a call at XXXX XXXX XXXX that would be greatly appreciated as I have not been able to get ahold of XXXX XXXXand she keeps asking for documents. 

At first I was happy with paying my mortgage and twice lakeview send us a form to refinance for lower apr. We took the deal on the second mail, and since then I was told you wouldnt pull our credit, I was advised from my monitoring company that lakeview did a hard inquiry on my credit. Now I have all these other company who want to refinance at a lower rate or Im being told I have or had a window to look for other companies. 

If you dont want to refinance us Im ok with that, but XXXX XXXX customer service skill are a zero and its upsetting that she keeps asking for a document and I have no idea what she is asking for. 

On XX/XX/XXXX email from XXXX : Good Morning Mr. & Mrs. XXXX, Thank you for the email and I hope that I can clear up any misunderstanding. I would like to advise and confirm that I did not pull your credit. Below is an explanation of the items needed to moving forward. 

Upon review of your FHA Streamline Refinance mortgage loan that you have in process with us, we are still in need of the following items on your loan : The HOA ( home owners association document received is fine. 
1003 document is missing in file, required 1003 with borrower signedplease sign the application.

* Provide a copy of a Current utility bill at your residence ( please provide all pages ). The bill provided has a last name of XXXX, we need the bill to reflect your current last name, or a pay stub. 

on XX/XX/XXXX I replied : Good afternoon Mr. XXXX and Ms. XXXX, -Thank you for accepting the HOA form provided.

-I uploaded water bill and both of our paystubs in the XXXX XXXX portal. 

-The 1003 document, I have no idea what this is. 
I called and spoke to mortgage processor, the woman said this would have been the electronic forms which have been electronically signed by my husband and I. 

On XX/XX/XXXX emailed from XXXX : Good Afternoon, Upon review of your FHA Streamline Refinance mortgage loan that you have in process with us, we are still in need of the following items on your loan : 1.Fraud report reflects Borrower 's undisclosed Property " XXXX XXXX XXXX XXXX FL XXXX ? Required IS a letter of explanation ( LOE ) from borrower and co-borrower. 

We called requesting more info on this request and XXXX did answer the phone and the requested doc was submitted. 
on XX/XX/XXXX the following was emailed to XXXX XXXX : Good morning, Request completed. 
Document uploaded to the XXXX portal. 

Email from XXXX XXXX on XX/XX/XXXX : You will not make your XXXX payment and your first payment will be XX/XX/XXXX. 

You will receive your Closing Disclosures via email which will entail all final figures. The disclosures will need to acknowledge them ASAP to avid a delay in closing. 

New loan terms Loan amount {$220000.00} Interest rate : 3.125 % Term : 360months P & I payment : {$960.00} PITI payment : {$1600.00} First payment on new loan : XX/XX/XXXX By the time email was received XXXX Mortgage was paid and now the new mortgage payment is XXXX I then received a call from XXXX and this was my email to him on XX/XX/XXXX : To : XXXX Cc : IssueResolutions ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX Hi XXXX, Sorry I missed your call the first time but thanks for your time on my call back. Here is a recap of our conversation today : The XXXX number left in my vm is not my work number. 

The following from a previous email is no longer applicable : Cash to close is XXXX to be paid to the notary at closing via cashiers check. 

Upon signing on XX/XX/XXXX I will get a check for the XXXX. 

First Payment on XX/XX/XXXX will be XXXX The following from a previous email is no longer applicable, re : total from PITI : I still dont understand how a monthly payment of XXXX goes up to XXXX for pushing it back two weeks and the XXXX payment was received. 

Also, I hope this was a typo from your email below : and your monthly bill after escrow is XXXX. 


I then received a new email from XXXX received XX/XX/XXXX says : Cash to close will be XXXX for you to bring in a cashiers check. 

My latest followed up email To : XXXX Cc : IssueResolutions ; SharonRobinson ; XXXX ; XXXX ; XXXX ; XXXX ; XXXX Emailed this morning is : Good morning All, I would like to thank all for the opportunity to refinance but my current payment is XXXX and the new payment is XXXX. 
On the new re- approval package received yesterday the following is mentioned : Present total is XXXX My current total is : XXXX - P & I : XXXX Escrow ( Taxes and Insurance ) : XXXX From the current XXXX total XXXX goes to MI. 
Proposed Saving : XXXX Im interested in the XXXX plus the current Escrow ( Taxes and Insurance ) : XXXX With the new XXXX total shouldnt XXXX go to MI? 

If my new payment is still XXXX or XXXX, Im not interested in refinancing. 

I also submitted two complaints to this company and no one has returned my call : 2nd notice sent to them : When I purchased my home, I went to the lakeview site to make payments and I was happy. 
Then my husband and I decided to refinance, due to the XXXXwo notices received. I understand youre in the business of making money and Im in the business of getting the worse customer service from Lakeview, but can it be that bad that you can call or reply to my emails. 
This refinance process started in XXXX and is hopefully ending soon, I hope you dont ask me to rate you because you really dont deserve my business. 
On XX/XX/XXXX, I received an email with the following, Closing is all set for XX/XX/XXXX at XXXX at your home, the notary will reach out to you prior to this date and time with any additional details. Please let me know if this date needs to be changed. 
You will not make your XXXX payment and your first payment will be XX/XX/XXXX. 
I emailed : XXXX XXXX, XXXX XXXX Good morning, 2nd notice Payment for XXXX, XXXX have been submitted. 
Please advised what are the next steps of this payment that has already been submitted. 
Am I getting this refunded to my account? 
Am I getting a check? 
Or is XXXX payment going to be applied to the XX/XX/XXXX payment and I dont have to pay until XXXX? 
An answer would be greatly appreciated, This is not the first time an email was sent and I didnt get a respond, here goes another example of another unresponsive email : XXXX, I have called you and you have not returned my call. 
I have uploaded bills, checked the occupancy box and have provided what I believe you are asking for about the HOA Dues. 
Please give me a call and let discussed this that you say that is missing. 

XXXX XXXX XXXX Here was a concern not address by your company but I fixed it through my credit monitoring company as I was deducted 45 points for the mortgage inquiry, those point though have been returned.

Please also note since the refinance process I have received two emails my credit monitoring company. 
Both emails have been attached. 
Here another escalation : Hello XXXX and XXXX, XXXX XXXX has reached out to us in the TPO Client Services department. Unfortunately, we can not assist her as we do not work on loans. 

XXXX, XXXX believes she had provided the requested documents to you more than once. Can you please reach out to her to let her know if what she has already provided is insufficient and if so, what does she need to do to clear those conditions with you. I am including her to this email for ease of communication. 

Thank you kindly. 

XXXX 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