Consumer complaint received 2022-11-15
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was granted my house in my divorce and on XX/XX/2022 I emailed the mortgage company my divorce papers showing that I had been awarded sole ownership of the house. I also emailed a transfer of deed showing that my ex husband had transferred the deed to me and that any escrow surplus was to be paid to me only. Since the mortgage was in his name only the mortgage then contacted me to advise me that after the legal team had reviewed the documents that now they could speak to me as the sole owner. I requested and was given a payoff balance on the loan and on XX/XX/XXXX transferred funds to payoff the loan in full. At the time the loan was paid off the escrow balance was XXXX. After not receiving the check I contacted the mortgage company and was told they had issued the check on XX/XX/XXXX and I would have to wait 30 days before they would reissue a new check. At this time I was also told that the check had been issued in my ex husband 's name and mine only as stated by the divorce papers. I was told it would be reissued in my name after the 30 days and would take 10 to 15 days for me to receive it. After not receiving the check, I called on XXXX XXXX and was told the check was never reissued. 
I called the company again on XXXX XXXX and was told that the dept. that issues the checks would make a decision on XXXX XXXX regarding reissuing the check. I asked to speak to a supervisor and was told it would take 48hrs before they could get back to me I told her that was unacceptable and I was then transferred to someone on the escalation team I was told it would now be assigned to a case manager and someone would reach out to me in 3-5 business days. On XX/XX/XXXX after never hearing from anyone I called again and was told they are backed up and it would take another 3-5 days for the check to be issued and due to the delays, I requested that it be overnighted. I also requested they email me a satisfaction or release of lien which I had never received when the mortgage was paid off. 
On XXXX XXXX I contacted and asked for the case manager ( XXXX XXXX and was told he was out on vacation for the day. On XXXX XXXX I called and XXXX was gone for the day. I expressed my frustration and was told a supervisor would call in 24hrs. On XXXX XXXX I missed their call and when I called back I was told no supervisor was available but they had just called me to tell me that it had been sent to the legal team so they could determine if the check could be issued in my name only. I explained to them that the court documentation regarding this had previously been sent back in XXXX. 
On XXXX XXXX I was told again no supervisor was available but someone would reach out to me in 24-48hrs. I asked can't they check with the legal dept. and was told they can't call or email the legal dept. On XXXX XXXX I was told they were still waiting on the legal dept. XXXX XXXX and contacted and was told they are still waiting. 
I have been more than patient, but as of today, XXXX XXXX, I am still being stonewalled!

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