Consumer complaint received 2017-02-10
Company: LAKEVIEW LOAN SERVICING, LLC
State: WY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I contacted the company in early XXXX after receiving a flyer in the mail about refinancing. When I talked with XXXX XXXX, he told me the required documents I would need to get to him and noted that if it went ok we would be able to close on the refinancing deal the 2nd week of XXXX. I knew that was n't a solid date, but I was ok with it if we closed by the end of XXXX. I got them all required documentation ( via upload to a website ), and they let me know that the next step would be to get an appraisal. To this point, they were pretty good about communication. I waited XXXX to 4 weeks to hear from somebody about getting an appraiser schedule. During that time, I received several suspicious emails with no company information or contact info that I needed to call a number to pay for an appraisal. I brought this to XXXX attention that it looked like a fishing email scam, and I would not proceed unless he could verify them. He directed me to call a number to pay for the appraisal. When I called the number, they simply asked for my loan number and then my credit card number. This was very unprofessional and very fraudulent looking. But since XXXX had given me as assurance that everything was on the up and up, I gave my credit card number to pay for my appraisal. I had to reach out to the mortgage company after the XXXX - 4 weeks to find out why I had not had an appraisal. They acted surprised that nobody had contacted me. They told me they would look into it. I gave them another week before before calling them back and asking if they resolve any issues with the appraisal. The next day I received a call from a local appraiser and we scheduled an appointment for the appraisal. It was now mid-XX/XX/XXXX. After the appraisal, I waited another month before I finally had to reach out to the company to find out what was going on and why no one was talking to me. They wanted to know if the appraisal had been done. I received a copy in the mail 10 days earlier, and they had not gotten a copy. So, I was the one who had to send them a copy. The appraiser never sent the mortgage company a copy the appraisal. For the price I paid for the appraisal, they should 've been able to do that. I was specifically told the appraiser would provide the copy. At this point in the process, I 'd probably dealt with XXXX to XXXX different people under different company names. I would get random emails from the same or different companies acting as though they were somehow involved My primary point of contact till now was XXXX XXXX and XXXX XXXX. Although they both acted as though they worked for different companies, I later found out that they work for the same company. I still can not figure out why they would do this unless it is in order to deceive customers. After I sent the appraisal, I waited more weeks and still never heard back from them. Every time, to this point, I had to initiate contact to find out what was going on about my refinancing loan. It felt more and more shady and fraudulent every day that went by. They sent us revived paperwork to sign and told us everything was ready to go except that they needed to verify that I had a certain amount of cash in my checking account. Between my wife and I, we had done almost a dozen mortgage and refinance loans. No one has ever asked to make sure that we had a certain amount of money in our checking account. This is when I decided to get the CFPB involved. Everything they have done has felt very wrong, but this seemed across the line. The request did not seem legitimate, and I am worried they are planning on using my personal information to steal money from my account. I asked for both of their managers contact info, but only received XXXX 's manager contact info. I called her and left her a message but I never heard back. It should never take 4 months to refinance a home. This is unacceptable.

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