Consumer complaint received 2021-01-06
Company: LAKEVIEW LOAN SERVICING, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Throughout XXXX, I was sent numerous pieces of mail via XXXX from XXXX/Lakeview Loan Servicing to refinance my mortgage. It promised a streamlined refinance to simply lower the interest rate. In XX/XX/XXXX, I decided to start the process and worked with XXXX XXXX based out of Florida. During my initial conversations, he told me that it was imperative to get documents to himself or the processor ( XXXX XXXX ) when requested. If I failed to comply, I would lose my rate and my mortgage would not close in XX/XX/XXXX. During initial conversations with XXXX, I inquired about a cash out refinance which at the time I was told was a lengthy process ( 3 months out ). After hearing this, I decided to stick with the streamline refinance as I was told it was much faster. On XX/XX/XXXX, I submitted my information, e-signed disclosures, locked my rate, and was transferred to XXXX for the remainder of the closing process. I began working with XXXX  on XX/XX/XXXX. The initial email stated that my interest rate was locked until XX/XX/XXXX. I had all documents back to either XXXX or XXXX  within 24 hours upon request. On XX/XX/XXXX, I received an email from XXXX stating that my closing would take place in XXXX and was told that a lien subordination was being completed with On XXXX XXXX XXXX  and she instructed me to pay my mortgage payment-no problem. On XX/XX/XXXX, I received an email from Sue, stating that there was a delay with the lien subordination but that she had requested an update from title and would keep me posted. I received no additional communication from anybody at XXXX or Lakeview Loan Servicing/XXXX XXXX XXXX. On XX/XX/XXXX, I received another email stating the the issue with the title company and lien sub had been escalated. XXXX XXXX email stated, " They have given your file priority and are working on it now. '' At that time, she said she would continue following up with title to ensure the issue had been resolved. On XX/XX/XXXX, I received an email from XXXX again-not once stating she still did not receive title resolved. She sent a " Net Tangible Benefits Disclosure '' that she requested be signed and sent back. The email also stated that she was waiting on the clear to close. The form was sent back same day and XXXX responded on the XX/XX/XXXX with " Received! '' Nothing was mentioned about not closing on time or making my mortgage payment for the month. On XX/XX/XXXX, I received yet ANOTHER email from XXXX stating that the title company was again working on the lien sub. She said the process would take 2-4 weeks but to continue paying my mortgage as usual. My mortgage payment was due no later than the XXXX. When I reached out to her asking for more information, she responded with " I understand your frustration, I've been reaching out to the title company since XX/XX/XXXX. We have a " VP at the title company involved now ... '' On XX/XX/XXXX, I received yet another email from XXXX delaying the process yet again. She stated that she heard from title and that the estimate this time was 10 business days. on XX/XX/XXXX, I sent an email to XXXX asking about the rate lock that expired on XX/XX/XXXX and asked if I needed to make yet another payment at the higher interest rate. I expressed my frustration with her yet again to which I received a generic response apologizing for the delay. She stated that now a VP at her company was involved yet she did not answer any questions in my email sent. She just promised to " keep me posted '' as she has done since XXXX. 

My rate was to decrease from 4.50 % to 3.25 % saving an estimated {$350.00} a month. I also incurred a late fee of {$76.00} on my current mortgage ( XXXX XXXX payment ) due to XXXX and XXXX XXXX/Lakeview Loan Servicing 's communication and inability to close my loan on time. I feel as though the company is delaying the process in closing my streamline refinance so they can continue collecting the higher interest payments. I also feel as though they intentionally did not close my loan in a timely manner to increase my interest rate as my rate lock was to expire on XX/XX/XXXX. Interestingly enough, I heard of yet another delay on XX/XX/XXXX. My current mortgage is with XXXX and was told how easy and simple this would be, yet here I am still paying a higher interest rate and being dragged along. It is now XX/XX/XXXX and I still do not have a closing date or any answers to my questions.

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