Consumer complaint received 2016-10-27
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
My husband and I reached out to Lakeview Loan Services after having received correspondence from them about refinancing our loan under the FHA streamline refinance program.After over 2 months, we decided not to close as they continually made false statements, i.e. no cash to close ( we have both voicemail & Emails wherein they specifically assure us that there would be no cash to close ) only to have the title company email us at the very last moment stating that we needed to have a check at closing.On our initial call, XXXX/XXXX/16 we were told on the phone by XXXX XXXX that our new mortgage payment would be lowered to a high {$1700.00} a month, then when the first closing disclosure forms came in it was {$1800.00} a month.Then, even though it was indicated on the Loan Application form that we would be adding my wife to the title, we received a call and email from the title company on XXXX stating that a deed would have to be prepared to add my wife & asking for a copy of our owner 's policy from when we purchased the home and stating that if we did, we may qualify for a title premium discount.Needless to say, we provided the owner 's policy but no sign of a discount anywhere within any of the closing disclosure forms we received.After that, we received yet another loan change form this time stating that " on XXXX/XXXX/2016 a XXXX deed preparation fee, a XXXX recording fee and a XXXX city tax stamps were added due to adding wife to title per borrower 's request. '' On that disclosure form, the closing costs went up yet again.On XXXX, XXXX/XXXX/16, we received a voice mail from XXXX indicating that if we make our XXXX mortgage payment that we would we would be able to close without having to bring cash to close and that the {$370.00} leftover can be applied to the loan.We emailed XXXX and told him that we will go ahead and make the mortgage payment for XXXX that afternoon so that we can proceed that way. This was done and yet another batch of closing documents were sent to us now reflecting that the estimated cash to close was $ XXXX.We asked that they reply via email with an explanation and they stated " these are not the final numbers. The document are to reflect only the change in the loan amount. I updated your file once your payment had posted to the website. This was done after the change of the loan amount. Final documents will be sent to you once I have final approval. There is no money due at closing. I apologize for the confusion. Thank you! '' On XXXX/XXXX/16 we received yet another email with a new set of numbers from XXXX XXXX with a breakdown of our new mortgage payment ( which was not the amount on the disclosure forms ), interest rate etc and requesting our availability to close. We scheduled the closing for XXXX/XXXX/16 at XXXX. On Friday, XXXX/XXXX/16 at XXXX, we received an email from the title company confirming the day and time of the closing and indicating that we were to bring {$880.00} to closing. We again reached out to XXXX and XXXX letting them know that they assured us both via voice mail and email that it would be no cash to close and that if that is not the case that we will not be proceeding with the closing. We received no responses from neither XXXX nor XXXX, just a call at XXXX on Monday XXXX/XXXX/16 from the XXXX which we advised that we were not going to proceed with the closing. It was not until XXXX, XXXX XXXX at XXXX. that we received a response from XXXX via email simply asking if anyone responded to us about our concern. Today, XXXX, we receive a an email from XXXX stating that she was out of the office Tuesday and Wednesday and that she would review the file and get back to us. When she got back to us she came back with yet another bogus set of numbers. She stated that she can get us closed in XXXX IF we paid our XXXX mortgage payment at closing.

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