Consumer complaint received 2015-08-18
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I started a refinance process with Lakeview Loan Servicing on XXXX/XXXX/15. Since starting this process, it has been an absolute nightmare. It started with me constantly requested a copy a of appraisal and not receiving if for 6 weeks .... until I filed my first complain with the CFPB. When I filed my first complain XX/XX/XXXX, the company finally started to work on my loan application and things began moving along. The loan finally moved to underwriting where I was told I would have to bring almost {$900.00} to closing. Mind you, I have an email from XXXX/XXXX/15 that states the only out of pocket costs I would incur was the appraisal fee, which I had already paid. So not they want another {$900.00}. I told them I felt misled. They then stated I needed to have a condo questionnaire completed .... another {$200.00}, what happened to that {$410.00} that was supposed to be my only out of pocket expense? Fine, I had everything completed and moved ahead, I was told they had everything they needed. I had n't heard from them in awhile so I send an email yesterday to check up on things. I received an email back stating the loan was held up in underwriting due to a litigation with the HOA. They never told me about this ... I only found out because I emailed them. Coincidentally I received an email yesterday from my HOA manager stating she had sent several emails to my loan processor and provider him with her personal cell phone number because he asked her for some documentation and the loan processor never responded. The HOA manager is neighbor/friend who is going out of her way to do something extra for me and the loan processor did n't even have the decency to respond to her. This constant lack of communication is unacceptable. Being put on the back burner time and time again is unacceptable. Being told I will only have to pay the appraisal fee as my out of pocket expense and then being told 2 months later that I need pay another {$900.00} in closing fees and {$200.00} for a condo questionnaire is highly misleading. I would not have even started the refinance process had I known that all of this was a possibility. I even told the loan originator that on the phone when I called regarding their refinance offer. I told him up front that I did not have extra cash to bring to closing and that last year I went through the process with another bank where I was told my appraisal was my only out of pocket expense and then they wanted {$2000.00} in closing costs. I was very explicit when I said I did not want to waste anyone 's time if that was a possibility this time around. But here we are, over 2 months later and they are backing out of their word. And yes, I have the email where this is guaranteed. I am tired of this process. I am tired of fighting with this bank. I am tired of having to check up on them like they are children to make sure they are doing their jobs correctly. I have my own job to do, I ca n't do their jobs as well as mine.

Company response to consumer: Closed with monetary relief