Consumer complaint received 2020-09-30
Company: LAKEVIEW LOAN SERVICING, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am having trouble with getting my mortgage company to pay a past due tax bill from last year. I purchased my house in XXXX of XXXX. I bought parcels from 2 individuals, a brother, and a sister. The sister owned the parcel that the house sits on, but the brother owned the property on either side of the house. I am escrowed to pay taxes on all 3 parcels. Last years tax bills were in the two separate individuals names. The closing broker, who I assumed was representing my mortgage company, as no one from my mortgage company was there and he had me sign all closing documents, set it up for MY mortgage  company to pay both tax bills from both the brother and sister for XXXX. The brothers tax bill includes a parcel of land that I do not own, so I assume that is why they are refusing to pay it, but my land is also on the bill. They are escrowing me for multiple parcels, and have only paid taxes on one. I have had 8 communications with the company, all of which I have made. They refuse to call me back or make contact about how we can fix this problem. 

XXXX I called and spoke to someone about the tax bill ( per my closing attorneys instructions ), she said to mail the bill and it would be taken care of. I mailed the bill, thinking it was paid. 

In XXXX, the seller reached out to me because he was getting delinquent letters about the bill never being paid. 

XXXX-I called and spoke to someone about the tax bill, he stated that I needed to e-mail it to them, I did. No communication was ever received from that phone call or e-mail. 

XXXX called again, spoke to manager this time. He put in an " escalation request ''. ( On XX/XX/XXXX I received an e-mail saying this request was resolved, but e-mail did not include resolution, nor did anyone ever call to speak to me. 

XXXX called and spoke to XXXX, who hung up on me and never called back. I called a second time and spoke to XXXX, who put me on with manager XXXX, she said she could see where there were multiple inquiries. One note said the tax dep said the consumer ( mortgage company ) should reach out to the client, yet I still never received any communication. She submitted an escalation request from which I still have not received any communication.

I also e-mailed on this date asking for a phone number of someone I could speak to in the tax dept, I recieved no communication. 

XXXX-I e-mailed my 7th inquiry about tax bill, still no communication. 

XXXXRecieved an escalation request was resolved e-mail. No further information or communication XXXX spoke with XXXX in customer service, who had me speak to her manager. She stated she would have a higher up manager call me. Still no communication.

I understand we are in a very strange year during the pandemic, I am a  XXXX XXXX who works in a XXXX XXXX no one understands this better than me. But being blown off and treated like I did something wrong is very frustrating and I have spent hours trying to fix this problem I did not create and am begging for someone to help me with it. 

Thank you, 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