Consumer complaint received 2021-05-18
Company: LAKEVIEW LOAN SERVICING, LLC
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX/Lakeview Mortgage Servicer. 
At the end of my forbearance term, I decided to pay the past due balance in full rather than to defer it. During that same time, I also sent in the notarized documents requesting the deferment due to the deadline required by XXXX. I paid the past due balance in full BEFORE the deferment was put in place. Now I can't get the mortgage servcicer to either refund me or provide me with a paid/closed/lien release letter. Here is the timeline of events : - XX/XX/XXXX : End of forbearance term. Past due balance of {$8100.00}. 
- XX/XX/XXXX : I made payment of {$3500.00} towards past due balance. ( {$4600.00} left due ) - XX/XX/XXXX : At the request of XXXX, I notarized and sent in paperwork requesting to defer the past due balance ( of {$8100.00} as stated on the documents ) because I was given a deadline to return this. 
- XX/XX/XXXX : I decided that I would pay the past due balance in full than to defer it. 
- I spoke to LoanCare ( same day XXXX to see if I could pay the balance due so that there would not be a balance to defer. The representative assured me that if the balance was paid in full, there would be {$0.00} to defer and therefore my request to defer would be null and void. That turned out not to be accurate. 
- I paid {$4700.00} to LoanCare ( same day XXXX to bring my account current. 
- XX/XX/XXXX mortgage statement does not show a past due balance ; XXXX confirms no past due balance. 
- XX/XX/XXXX mortgage statement does not show a past due balance ; XXXX confirms no past due balance. 
- XX/XX/XXXX mortgage statement does not show a past due, however now shows a deferred balance of {$8100.00}. 
- XX/XX/XXXX : Spoke to XXXX ; - They confirmed that at the time of receipt of the notarized balance deferment paperwork, the past due balance was in fact {$0.00}. 
- They state that even though there was not a past due balance to defer, because documents requesting a deferral of the {$8100.00} were received, they took that amount from the principal balance anyway and deferred it. 
- They state there is really nothing they can do about it now. 
- XX/XX/XXXX : spoke to XXXX representatives again ; they said I needed to deal with HUD individually to get a paid/closed/release of lien letter. 
- XX/XX/XXXX reached out to HUD individually and they confirmed the past due balance of {$8100.00} is NOT paid. 
- XX/XX/XXXX : I reached out again to LoanCare and they assured me they will refund the {$8100.00} back to me so I could pay HUD. 
- XX/XX/XXXX : I did not receive any refund. 
- Called back to XXXX and told the refund request was denied due to customer care representative error ( keying in incorrect amount ). 
- Escalated to a supervisor. I was again assured the refund would be sent to me. 
- XX/XX/XXXX : I did not receive any refund. I called back once again and spoke to manager named " XXXX '' who promised a check the following week, overnighted. That also did not happen, no refund. 
- XX/XX/XXXX : Called to XXXX and spoke to manager " XXXX '' who tells me that in fact, I should not get a refund but that XXXX would communicate the paid balance to HUD/Novad who would in turn provide me with a paid/closed/lien release letter. 
" XXXX '' asked that i email the letter from HUD/Novad confirming the balance due of $ {$8100.00} to their " research department at : XXXX - XX/XX/XXXX : Called and spoke to manager " XXXX '' for an update and he states he has escalated the matter to " other managers '' who would be processing the request and it is still in-process. 
- XX/XX/XXXX : Called and spoke to customer care representative called " XXXX '' who stated he would have " XXXX '' call me back with an update on the paid/closed/lien release letter. 
- I also emailed XXXX asking them for their assistance in speeding up this process. 

Present day : I still have yet to hear from anyone of their team to tell me where my refund or letter of lien release is. No one seems to know exactly what needs to happen to get this pushed through but that " management '' is processing this. They continually tell me I have to wait X amount of days while they do " research ''. It has been 8 months since I paid the balance in full and therefore should not have any balance deferred and shouldn't have any lien on my property. 
This has caused my refinance to get held up. I've had to continually extend my rate lock which is costing me more money because XXXX can not figure out how to resolve this. 
I would greatly appreciate any help your team can provide. 
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