Consumer complaint received 2020-04-02
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a file to dispute the following incident. 

TIMELINE OF EVENTS- Company- XXXX XXXX Affected account- XXXX  A Servicelink Company for Lakeview Loan Servicing Incident- XXXX XXXX submitted request for funds from XXXX  for " insufficient funds '' on us as clients to XXXX XXXX, with no account number listed, no details provided to XXXX. 

Date of funds request from XXXX XXXX to XXXX XX/XX/XXXX Amount of funds request from XXXX XXXX to XXXX- {$4800.00} Funds cleared from XXXX  to XXXX XXXX XX/XX/XXXX for {$4800.00}. 

XXXX XXXX  reversed funds that were applied to XXXX XXXX payment of {$5000.00}, but stated that {$4800.00} were paid to XXXX XXXX XXXX ( WHERE IS THE REST OF THE MONEY? - {$480.00} ) XX/XX/XXXX & XXXX spoke with XXXX to investigate if any transaction request was made to them by XXXX XXXX XXXX No information was found with XXXX and XXXX XXXX. 

We have been at this address and financed originally with XXXX ( XXXX XXXX XXXX  ) from XXXX. We HAVE NEVER been affiliated with a " XXXX XXXX '' account. XXXX investigated and confirmed all monthly mortgage payments cleared within this timeframe and there were no requests to them from XXXX XXXX, requesting any funds for insufficient payments. 

XX/XX/XXXX & XXXX spoke with XXXX XXXX to investigate if there is any transaction history on their end, related to this address and our client names, with the last 4 digits of our SSN. The representatives I spoke with both could not find or link anything with XXXX XXXX and our address, names or last 4 digits of our SSNs. Last spoke with XXXX, XXXX XXXX rep, on XX/XX/XXXX, her ext # provided to me was # XXXX. 

XX/XX/XXXX & XXXX spoke with a Supervisor at XXXX named XXXX , ID # XXXX. He could not see the information regarding the XXXX XXXX transaction requesting funds from XXXX, other than the submission of the request and the reason posted as " for insufficient funds owed to XXXX XXXX ''. There is no department or higher authority at XXXX for me to escalate this investigation or dispute of funds taken from our account. 

XXXX XXXX submitted an escalation to XXXX XXXX " Conversion Team '' to further investigate the transaction request by XXXX XXXX to XXXX of our names and account and funds. The escalation ID # at XXXX is # XXXX. XXXX said I am to expect a response in about 3 business days. 
XXXX did not provide me with a direct phone number or email address to reach him. Each time I call XXXX, I'm on hold waiting for a regular representative to pick up after 2+ hours of waiting on hold to get through. I have to repeat my story each time. 

XXXX XXXX paid XXXX " XXXX payment ''. XXXX XXXX   applied this payment of {$4800.00} to XX/XX/XXXX payment, since XXXX sent XXXX payment to XXXX XXXX. Now, XXXX will be considered late if not paid by XX/XX/XXXX, RUINING OUR CREDIT, r/t payment passing 30 days. 

XXXX XXXX clients- filed a dispute of this incident to the CONSUMER FINANCIAL PROTECTION BUREAU ( cfpb ) to facilitate expedited investigation of LOANCARE Servicing agency and XXXX XXXX XXXX for the " MISSING MONEY '' removed from our account in the amount of {$520.00}, with {$4800.00} SENT TO XXXX XXXX BY XXXX. 

*Loancare also noted my account as " unpaid balance '' for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. This is not true. This is completely inaccurate. XX/XX/XXXX payment was made and XXXX payment was paid and cleared through my bank. XXXX payment was paid and cleared and this payment was reversed and sent to XXXX XXXX by XXXX. XXXX payment I made on XXXX which XXXX then applied to the missing XXXX payment ( since they sent XXXX payment to XXXX  ). 

XXXX called Lakeview Loan Servicing to inquire if they can investigate loan account discrepancy by XXXX  to XXXX XXXX . I asked if they have someone with authority to look into XXXX transactions on our account. ( spoke with XXXX in the Managing Customer Service Dept ). 


This needs IMMEDIATE ATTENTION and RESPONSE to us as the client ( s ) NEGATIVELY AFFECTED and to investigate this transaction made by XXXX XXXX to our mortgage account with XXXX. PLEASE ACCEPT THIS REQUEST OF DISPUTE AND INVESTIGATION of funds removed and MISSING. 

Thank you

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