Consumer complaint received 2022-05-04
Company: LAKEVIEW LOAN SERVICING, LLC
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX : I have been making my payments every month, in the last four months I am getting these past due notices. I have called and talked to customer service representatives. Usually, the person finds the error and it is straightened out. 
Two of my last calls, the customer service person says I have to show proof I made my payments because she did not see it. I am tired of this harassment and it needs to get cleared up. 
I have attached my latest payment statement from my bank. 
I will be looking for another company to do business with, your company does not treat their customers with respect and apparently your Payment Business Office does not know how to post mortgage payments. I have not had this much trouble with any previous company. Your websit tells me nothing, no payment history, where are my payments being posted? 
I was informed my payments are being posted to my principal, and I had over {$900.00} over payment. I said to have the {$900.00}? post to my principal. I asked to check that my XXXX payment be post correctly, to my monthly payment due, and it would be OK to send my XXXX payment. She said it would be fine, so I sent the payment. Then I get a reminder to make my payment, my payment was sent on XX/XX/XXXX, XXXX. 
I would really like this cleared up, and your business office post my payments correctly. 
Respectfully, My name -- -- Original message -- -- -- -- From : " Research, Payment '' XXXX Date : XX/XX/XXXX XXXX Subject : RE : Mistakes Posting my payments ( Ticket # XXXX ) ( CID : XXXX XXXX XXXXXXXX ) Thank you for contacting us! Our office is currently closed. Your inquiry will be forwarded to the team of specialists experienced in resolving your issue when our office reopens. Our hours of operation are from XXXX, XXXXXXXX XXXX  XXXX XXXX XXXX XXXX  We will provide you a response as quickly as possible. 
Sincerely, Customer Communications Department XXXX ID XXXX XXXX/XXXX/XXXX : Yes, I have checked your website, and talked to your customer service numerous times. Does your customer service note every time I have called? Each time I thought we cleared up my account, if I needed to send more money I did. Yes, I know my escrow payment went out in XX/XX/XXXX. 

Your Website payment statements do not show the total amount you received ( payment I sent ), it is just a breakdown of what you posted to which category. How do you compare how much you received and what it was posted to when you do not show a total received? 

Your customer service referred me to contact you.Nobody is giving me the answers to help me recitfy my account. I have my bank statement, and am in the process of trying to compare the two statements, I do not have a lot of time to do this. Your people are just giving me the run around, referring me somewhere else and giving me half answers. 

I am asking for a review of my account, I have been making payments more than what my payment was due all last year, I made my escrow, I know there were a couple months my payment was less than what it should have, by mistake. I did call to try to rectify it, but your people apparently could not figure out my account and could not tell me whether I needed to make an additional payment or if I over paid. 

If someone could research my account from XX/XX/XXXX to present, show me ( send me a copy ) proof of what I owe, or do I have an overage. I know I owe for XX/XX/XXXX, am I behind for XXXX or not. 
I appreciate getting this cleared up, Respectfully, My Name XX/XX/XXXX I called again to rectify my account and get my payments straightened out. 
The first time I called, the customer service person stated I was still a month behind and I need to pay XXXX tocatch up. I explained I have been make my payments every month, all these issues started when received my escrow statement, stating I needed to pay an additional XXXX. I sent the payment, it was put in a holding account, supposedly they thought it was a shorted payment or something. I called told them the payment was the additional amount they wanted to pay my escrow. 
I went around and around with this women, then she transferred me to the insurance line. I had togang up and call back. 
I had to explain myself again. They guy I talked to looked at my account, stated every time I made a payment that was short of the monthly payment, was posted to the principal, and that since it is past 3 months there is nothing he could do. I just had to make that additional monthly payment to catch up. 
I told him that is wrong, and I don't have the extra {$1000.00} to pay to them. 
This is what I have been dealing with since XXXX or XXXX. 
I have never had issues like this in the past 29 years and numerous mortgage companies, I have been working with.

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