Consumer complaint received 2018-11-09
Company: LAKEVIEW LOAN SERVICING, LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing to you about the above-mentioned loan. I am attempting to resolve the delinquency of the mortgage and to address the denial of assistance we have received from XXXX  without explanation. 

We have been attempting to mitigate damages for the past seven months to no avail. Time is now of the essence as we have received notice of the intent to foreclose as of XX/XX/XXXX. The letter which was dated XX/XX/XXXX advised that in no less than 45 days from the date of the letter, you intend on filing the foreclosure. For that reason, it is imperative that we resolve this matter immediately so my family and I may keep our home while bringing the loan current. 
The following is a brief timeline on our attempts to secure assistance and cure this delinquency : XX/XX/XXXX - I initially contacted XXXX and spoke with a representative about assistance options to reduce our mortgage due to loss of both hours and employment. During this conversation the representative advised me that he would send me a loan modification packet to be returned to the Loss Mitigation Department. He further advised that the process would take 60-90 days from when you received a completed packet and that during that time we would not have to worry about making payments. Upon receipt, we immediately returned the packet. 
XX/XX/XXXX - After not receiving communication of any kind from XXXX regarding our application, I contacted the Loss Mitigation Dept. on this day and spoke with XXXX XXXX who advised me the paperwork had in fact been received and uploaded into your system. 
XXXX further stated that at this point no further action was necessary on our parts and no one had been assigned the file as of yet. He advised to await further instructions and if additional information was needed, it would be requested. 
XX/XX/XXXX - I started new employment with XXXX XXXX XXXX XXXX XXXX at which time I contacted XXXX  that same week because I was still receiving collections calls which we believed would stop while our modification was being worked on despite not receiving any follow-up communication on it. During this particular call I was advised we would still receive collections calls, as well as negative credit reporting until completed. Meanwhile, I learned that you, XXXX, had been assigned the file and was transferred over to speak with you. Due to you not being available, I left a message for you asking for a call back to discuss any updates and options. A week later we received a letter dated XX/XX/XXXX acknowledging the receipt of the request for modification and the company would be in contact. Shortly thereafter we received another letter dated XX/XX/XXXX stating that although we may be experiencing a hardship, we did not qualify for a modification at this time. The letter failed to inform us as to why our family was denied assistance nor what further steps needed to be taken except to make the payment in full. 
On or about XX/XX/XXXX - I contacted XXXX and yet again requested information as to why we received the denial and what other options were available to us. Still no information was provided and I was again transferred to you and left a message making the same request for an explanation. 
XX/XX/XXXX Considering we still had not received a return call from you, nor any communication from XXXX period, we were left with no known option but to search for outside alternative solutions to assist with keeping our home. I contacted two resources that claimed to assist with stopping foreclosures, XXXX and XXXX XXXX XXXX. However, they both requested money to assist with submitting a loan modification, claiming that most loan servicers choose not to deal with consumers and will opt to foreclose rather than modify the loan to keep the home. That concept was difficult to accept as wed like to believe that XXXX wants us to remain in our home which is more advantageous for the servicer once were able to become current and resume making our payments moving forward. So we opted not to use their services as we can not add on additional debt to the mounting one we have with our mortgage. Besides, we know that we dont have to pay to get a loan modification and our servicer has an obligation to work with us to attempt to mitigate damages on both ends. At the very least, we are owed an explanation for the denial and what options remain. 
On or about XX/XX/XXXX - After declining XXXX and XXXX XXXX XXXX, we then contacted a resource from the loss mitigation packet that XXXX originally sent at XXXX. In response to our inquiry, we were contacted by XXXX XXXX from XXXX XXXX XXXX XXXX. 
XX/XX/XXXX - Ms. XXXX called and gathered additional information about my familys situation and what we were hoping to accomplish. I advised Ms. XXXX that we want to keep our home as this is where my husband and I are raising our XXXX children. I further advised Ms. XXXX that we had contacted XXXX in XXXX of this year to request a modification and was denied without explanation as to why. Ms. XXXX informed us that she has encountered this scenario before and would re-submit an application for modification to XXXX. This was now the third time my family and I were informed that we may potentially lose our home due XXXX  lack of cooperation. We immediately submitted the application via Ms. XXXX. 
XX/XX/XXXX - Ms. XXXX advised she had reviewed our file and our income needed to be clarified. I informed Ms. XXXX that our family receives additional income assistance from various sources such as child support ( as an example ) and would provide supporting documentation to be submitted with the request. That documentation was then personally submitted to her as of XX/XX/XXXX at which time I was advised that this was all I needed to do. Despite this all occurring two months after our initial meeting, we remained optimistic as this was the first time someone had gotten back to us regarding our application and it appeared we had some movement. 
XX/XX/XXXX - Prior to this date we had not received any communication from Ms. XXXX, however that was not a concern considering weve been repeatedly quoted the 60-90-day turnaround time. Meanwhile, weve now received the notice of intent to foreclose which prompted an unsuccessful urgent call to Ms. XXXX. Since that time all attempts to reach Ms. XXXX by email, phone, and in person contact have failed. She has neglected to respond to any of our efforts and we have no further information as to the status of our request. 
As of this writing, neither XXXX  or anyone from XXXX XXXX XXXX XXXX has responded to our repeated requests for information and assistance. We started this process by contacting XXXX on XX/XX/XXXX to no avail. We have followed all instructions and cooperated with XXXX, even soliciting a recommended resource, however we are no closer to resolution than when we started. 
Its now seven months later and were still guessing at why weve been denied a mod, assuming the most common reason for denial is debt to income ratio based on our research. 
In closing, we are requesting the following : XXXX specific denial reason from XX/XX/XXXX Confirmation of the re-submission of our modification request via XXXX XXXX XXXX XXXX and its status How to properly advise you of an additional change in circumstances as we have secured a boarder. However, because we have not been informed as to the reason for our denial and what we can do to cure it, we are unaware if we will need an additional boarder or not. As an FYI, we are able and prepared to take on a 2nd border but only if needed Again, I can not stress enough that time is of the essence as we are trying to avoid foreclosure and we need your assistance to do so. We experienced a severe hardship ; however we are now recovering from it and are able to resume modified payments. It is our sincere hope that you, on behalf of XXXX, will work with us so we may save our home. 
We look forward to your response and anticipated cooperation. 

As to date the response from XXXX does not include any data used for a denial and also does not address the specific questions outlined.

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