Consumer complaint received 2019-03-30
Company: LAKEVIEW LOAN SERVICING, LLC
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage the Lakeview Loan Servicing LLC manages. I have had my payment made through my bill pay service through XXXX XXXX for several years without issue. I received 2 notices From Lakeview at the beginning of XXXX that XXXX payment had not been made, that my account was delinquent, and that I had late payment fees. They also informed me in the letters that my XXXX payment had not been received yet either. When I called customer service i was on hold for almost an hour twice before I could talk to someone. Once I did the individual was extremely rude and treated me like i was lying to her, I did not catch her name, but I did ask to speak to her supervisor, i believe that call was on XX/XX/XXXX. The supervisor was XXXX XXXX, and she was very kind, gave me her name and direct phone line, and helped direct me to send and email to a customer service email address. She asked me to call her back when I had done that and she would help fix my issue. She also told me I can access all my account info online and on their mobile app. I called her back on these dates, left messages, and never received a call back to this date. XXXX XXXX XXXX XX/XX/XXXX. I registered my account online, and downloaded the mobil app. But neither of those features have worked, I can log onto both, but neither of them allow me to navigate the sites and see my account information or set up an automatic payment as they say they can. I had to get a XXXX XXXX representative on the phone on XX/XX/XXXX to help me find out where my payments had gone. They told me both my payments were sent to the same address we had always used, but neither had been cashed yet. The XXXX XXXX XXXX conference in Lakeview to see why the payments had not been made. The Lakeview rep said we have been using the wrong address, and gave us the correct one. He also got rid of my late payment fees and told us to send in new checks. The XXXX XXXX rep cancelled the bill pay checks we had sent, and I wrote 2 personal checks to Lakeview and sent in the mail. Those 2 payments were received and cashed and credited to my account. Then Lakeview received my XXXX bill pay check which I had cancelled with XXXX XXXX, the check with " the wrong address '' and they applied it to my account as well. But Lakeview still reported my late payment and delinquent account to the credit bureaus and I've taken over a 100 point decrease in my credit score. I have made many attempts to call Lakeview in regards to this matter, and my calls rarely get answered, most of the time they hand up on me. My call record is XXXX on hold for 30 minutes, spoke with rep. XX/XX/XXXX called with an option for call back feature, and they called back, this is the last time I was able to get a hold of anyone. This is when i inquired about the website and app not working, they said they reset my info on the webpage so try registering again. I tried and it didnt work. When I told them the app doesnt work, they just said " well sir, sometimes apps just dont work '' I called on XX/XX/XXXX no answer, no call back option, and they hung up on me. 2 more calls in the exact same manner on XX/XX/XXXX. I made a third attempt call on XX/XX/XXXX, I tried to speak with someone who could help with the website, and was on hold for 18 minutes before I hung up. XX/XX/XXXX called no answer, no call back option, on hold for 4 minutes before I hung up. The customer service this company gives is so bad that I cant even believe they are doing business. I just want someone to answer the phone, and help with my issues. I want my credit report to be fixed, and I have proof with my bank that we did everything we have been doing to submit payment on time. No of their options besides calling work disabling all customers from any help whatsoever because they wont answer calls.

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