Consumer complaint received 2022-10-11
Company: LAKEVIEW LOAN SERVICING, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This all began with constant phone, email, voicemail, and letters from my current mortgage holder ( XXXX/lakeview ) saying as one of their valued prime customers they show i qualified for multiple products and options for lowering/eliminating my private mortgage insurance ( pmi ), had high equity could pull out or just simply refinancing for better rates and better benefits.Initially for weeks i ignored ( XXXX/Lakeview ) but with months of soliciting me and my family as if we had to do this and if we didn't we would be missing out on their opportunity they were offering we finally caved in and asked OK what should we do then. They showed a balance on current loan of approximately {$110000.00}. That they could see there was an appraised value of approximately {$240000.00} on the property we could take out at least {$80000.00} in equity for anything if we needed. My wife and i discussed and again we were not trying or looking to do any type of refinance, equity, etc.but thought maybe was a blessing in disguise we could start an addition for our growing family this could be good. Shortly after wife and i discussed we proceeded with the process to refinance to pull the {$80000.00} in equity. Initially ( XXXX/lakeview ) was very prompt helpful and very eager to help. I submitted all the required documents they were asking, answered all questions and also had asked my own. I explained we weren't in the market and hesitant my wife and i bank somewhere differently and if or when we ever decided to something like this would be with a different bank. ( XXXX/Lakeview ) seemed understanding but stressed with rates rising, having already had 7+yrs relations with them and with the credit score i had should be no problem but would be up to their underwriter. The application process began at this point and was sounding and looking good, friendly phone calls and emails.Starting off with congratulations and good news etc. But then started getting asked racial questions, my race, talking about the weather where my heritage is from as if i live there. Yes i am XXXX XXXX but what does this have to do with anything? Shortly after them asking my nationality every person that was assigned or spoke to, loan officer, loan processor, manager was XXXX? As if i didn't speak English or someone of similar descent would better assigned to me? Then starting getting questions about my wife. She is not and has never been on this particular loan. i received 4 or 5 emails stating to send spouses information.They asked if she would be on the loan i said no, they followed by OK we still need more information as my spouse and as part of my application to show I'm married. I submitted my wife 's info and her photo id like they requested and within hours received an email stating a denial of loan? ( My wife also of XXXX descent ). Attached is the loan application denial and reasons for denial states " poor credit performance with us '' was the reason of denial. I began this loan with ( XXXX/lakeview ) on XX/XX/XXXX and is currently XX/XX/XXXX and have never missed or even been late on a payment.Matter a fact i try to pay usually a week or two prior to due date. I immediately reached out to numerous numbers and emails that had previous conversations with and could not get any response for almost a week and was after i had contacted a main office/number and i explained how i was being ignored then someone finally called back, again almost a week later.It was a loan officer who said he could see it was denied and said it was from lack of income. I asked that's not what the denial form says that it claims " poor credit performance us '' is the reason for denial and he said well its probably from that to even after i explained payments have always been on time and more than the minimum required. He explained there's nothing he could do the underwriter makes the decisions and i asked to speak with the underwriter and was told they have no number to contact i could only speak with a manager. So now was directed to a manager, whom also was oddly was of XXXX descent as well. Explained my situation again, she says the same thing as the loan officer reading off the denial letter and i explained this is not accurate how can i be denied a loan due to " poor credit performance '' when its been 100 % fulfilled? She says well the letter says lack of income also. I'm confused at this point because denial form clearly says denied due to " poor credit performance with us. '' I asked if they could reconsider and look over again that this was not an acceptable reason of denying an already 7yr existing loan that has never missed a payment. She says nothing they could do once the loan is denied its denied. I asked if its the income then why didn't we add my spouses income to the application? She says good question i don't know ill ask the loan officer why they didn't add it to the application. By the end of this process i felt misled, discriminated in multiple ways and tried really hard to reason with this financial institute.They were very eager to help and process in the beginning then no call, no contact, no help. Very offended and don't believe their reasoning for denial was just or right. Even after everything i still tried to reach out for reconsideration and got nowhere.

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