Consumer complaint received 2021-02-04
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was in forbearance with LakeView XXXX XXXX  due to the pandemic. I was able to get back on track and stated that I was ready to stop the forbearance further. 

This was supposed to be stopped in XXXX for a total of 6 months, but they decided to extend this to XXXX. A monthly payment of XXXX to the lean and instead of it being XXXX, they included the additonal two months which increased the amount in the lean to XXXX. 

I accepted the partial claim and this is why the lean was created. What happens is FHA/HUD pays the lender this amount and then the amount is set into a leaned account. I was told by FHA that it was supposed to stay with the same lender, but XXXX decided to put this to a completely different provider which is not allowed in the cares act. 

What the results of what happened are as follows : Im rounding down so the figures are easy to understand. 
my origination loan amount was XXXX currently my principal is at XXXX because the months I paid went straight to principal. ( Even though they stated to start paying in XXXX and not XXXX ) XXXX put XXXX against a lean, which is fine. 
But, what about the XXXX that XXXX got from FHA/HUD? 
Where did that money go? Sure didnt go to my principal or account. 

I should not have a total principal amount due that is greater than what my loan origination started with in 2019. 

Now the total amount that I owe is XXXX I called FHA, and the example they provided is if you have XXXX in principal due. You go on forbearance for 6 months at XXXX per month. Then once the partial claim is processed, an amount of XXXX will be in principal, and XXXX in the lean. 

This makes sense as the origination of the loan did not go up. But this is not what XXXX  is doing. Since they did this to me, then I know they are taking advantage of other customers that had no choice but to get help during this pandemic. 

The cares act was not designed for people to owe more money than what they agreed to loan for the purchase of the loan. They did not move money from one account and then put that amount in the other. They did a debit on my principal when it should have been a credit. 

Additionally, in the payments made, shows my principal in the payment section to be XXXX. Yet, the statement shows XXXX. This is completely conflicting and further proof that XXXX is not properly handling partial claims or something else is happening with the money that they are given from FHA/HUD. 

Lastly, I have requested XXXX management to call me on four separate occasions. I have yet to hear from them. Then, the last time I called, I was finally able to get someone to understand the scope of this who stated " this is not right ''. She then messaged her manager who replied to her who then told me " our hands are tied and we can not do anything for him, and the only way to resolve this would be to file a complaint. ''

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