Consumer complaint received 2021-07-30
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have overpaid my mortgage company Lakeview, serviced by XXXX ( due to XXXX  XXXX XXXX not completing the stop pay that had been requested ) and have not been able to get the overpayment amount of {$50000.00} back. 
Details below and attached. They have been telling me for days/weeks that they will refund the money and haven't. 

date action XX/XX/XXXX sent {$300.00} payment for recast fee XX/XX/XXXX {$300.00} fee rec 'd from Lakeview/XXXX  and posted to my account XX/XX/XXXX sent {$50000.00} check for recast XXXX XX/XX/XXXX sent {$50000.00} check for recast XXXX XX/XX/XXXX called lakeviewXXXX  talked to XXXX, still don't have payments in their system ; recommended that I have bank stop pay and wire the money. Rec 'd wire info XX/XX/XXXX XXXX  will stop pay XX/XX/XXXX Called lakeview/XXXX talked to XXXX and advsied we will do stop pay for XXXX and XXXX and wire the funds XX/XX/XXXX $ XXXX funds posted against my XXXX  account/wired XX/XX/XXXX called lakeview/XXXX talked to XXXX, states wired funds rec 'd and will be applied next day XX/XX/XXXX funds of $ XXXX posted to lakeviewXXXXaccount XX/XX/XXXX check XXXX {$50.00} k posted against my XXXX  account XX/XX/XXXX check XXXX for {$50.00} k returned XX/XX/XXXX called lakeview/XXXX talked to XXXX both {$50.00} k received, posted and deposited. sent to escalation dept XX/XX/XXXX check XXXX for $ XXXX posted against my XXXX  acct again XX/XX/XXXX check XXXX for $ XXXX posted against my XXXX  acct XX/XX/XXXX check XXXX for $ XXXX returned XX/XX/XXXX called lakeview/XXXX talked to XXXX, per her supervisor they can overnnight my refund check, but need proof of payment sent to XXXX, sent at XXXX XXXX  XX/XX/XXXX Called lakeviewXXXX talked to XXXX, ticket # XXXX, sent to escalation. Talked to XXXX - per XXXX, refund request is in payment processing, overnight is not a guarantee and refund will be sent in XXXX days XX/XX/XXXX called lakeview/XXXX, talked to XXXX. Per XXXX ( agent # XXXX ), refund request hasn't even been completed yet. He opened the refund request. Talked to XXXX in escalation dept. She states the refund request has been entered and an overnight check delivery requested XX/XX/XXXX Called lakeview/XXXX, talked to XXXX ( agent/manager # XXXX ) Per XXXX, the Proof of payment sent on XX/XX/XXXX wasn't sufficient and they need a copy of the check front/back. Sent via email @ XXXX cst. She also stated that the refund has been requested again and that she also requested the check be overnighted. 
XX/XX/XXXX called lakeview/XXXX  for status, told copy of check as proof of payment not sufficient and they needed bank statement showing transactions and beginning/ending balances ; XX/XX/XXXX sent XXXX copy of bank statement as requested @ XXXX XXXX  ; rec 'd confirmation ticket # XXXX XX/XX/XXXX called lakeview/XXXX  t/t XXXX agent # XXXX ; per XXXX they now have everything they need and the check should be cut to me by XXXX ( Tuesday ) XX/XX/XXXX called lakeview/XXXX  XXXX XXXX, per system there is nothing else showing as needed to cut check on XXXX XXXX XX/XX/XXXX called lakeview/XXXX  t/t XXXX  , doesnt show an update on the refund. Asked for escalation dept, t/t XXXX/supervisor # XXXX was told check would be cut by end of day based on what was in system XX/XX/XXXX called lakeview/XXXX  t/t XXXX/manager # XXXX states nobody had escalated to a manager and they should have. She stated she sent to escalation while on the phone and has her manager involved also. I should receive notice by noon next day XX/XX/XXXX of what manager would be assigned to my case and get the refund completed. She gave me her direct number as XXXX x XXXX if i didn't hear from anyone by noon next day also stated it was 100 % that my check would be overnighted and it might could be wired. 
XX/XX/XXXX didn't hear from anyone at lakeview/XXXX. Called @ XXXX XXXX  cst and t/t XXXX # XXXX she stated it was escalated to upper management and I should receive a call by end of day with a reference # /tracking # for the refund/payment. End of day was XXXX XXXX  est. I did not receive a call. I did receive an email that my case was assigned to a manager and i would hear from a manager within 1-3 days. she stated the note in the system was entered by " XXXX ''. i asked to speak to any senior manager and was told many times that there wasn't anyone there. i pushed to speak to someone and was placed on hold so she could " try to find someone '' i was on the call for 1 hour and at the 1 hour mark i was disconnected. 
XX/XX/XXXX still haven't heard from a manager. Called lakeview/XXXX  t/t XXXX, asked for escalation dept.

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