Consumer complaint received 2021-03-23
Company: LAKEVIEW LOAN SERVICING, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dated from XX/XX/2020 until currently, as issues hasn't been resolved. Lakeview Loan Servicing LLC ( Serviced By XXXX XXXX ) made a tax disbursement in the amount out {$2100.00} instead of {$500.00}. The {$2100.00} was the incorrect amount, contact was made with the tax office for correction. Once the tax bill was received contact was made XXXX XXXX and I was advised to email documentation to XXXX. A new copy of the bill was sent toXX/XX/XXXXon XXXX XXXX at XXXX EST and XX/XX/2020 XXXX EST to the email provided from representative. On XXXX XXXX at XXXX I spoke with XXXX from XXXX XXXX who then advised an insurance disbursement wasn't paid out as of yet, but he confirmed tax disbursement was made. I ask to speak with a manager. Call was then transfer to XXXX, he advised escrow analysis will be completed, and he would track down the refund due to the tax amount being over paid by XXXX XXXX. He advised request was submitted and he also confirmed that the county tax website reflect the bill amount as {$500.00} instead of {$2100.00}. He also provided 3-5 business day time frame. On XXXX XXXX spoke with XXXX, whom confirmed there was a note on the account for tax reimbursement in the amount of {$1600.00} and escrow analysis to be completed. She advised a refund should process in 3-5 business days. I still requested to speak with a manager. Call was transfer to XXXX. XXXX advised she was a manager. She provided with her call back number as XXXX and she was schedule to work XXXX XXXX. She advised she would give a follow up call on MondayXX/XX/2021 Call back was not received from manager. I called XXXX XXXX on Monday XX/XX/2021XXXX XXXX EST. I advised the representative of the ongoing issue and requested to speak with a manager due to no call back. Call was transferred with no preparation and I was on hold for 14 minutes. I then disconnected the call and called back at XXXX spoke with XXXX and he transferred call to a manager XXXX ( didn't ask her for the spelling of her name ) She advised there was a disbursement to the insurance company as well In the amount of {$1200.00}. She also confirmed the refunded received from the tax office, and advised funds were deposited into escrow totaling {$520.00}. I then advised the refund should have been mailed to me and an escrow analysis should have been completed, as my mortgage payment increased due to XXXX XXXX making incorrect payment of taxes and also disbursement of insurance payment. She then advised due to the escrow account previously reflecting negative there will be no refund mailed to me until next year. I then advised because of the tax payment XXXX XXXX disbursed for the {$2100.00} instead of {$500.00} and insurance disbursement {$1200.00} that caused the escrow to be negative. She then confirmed with a yes. I advised her that I provided the correct bill months ago, and XX/XX/XXXXfailed to process the documentation and the correct payment. I advised that due to XXXX XXXX Careless acts of disbursements my monthly mortgage payment amount has increased {$250.00} and also potentially effecting my credit. she then advised she would forwarded information over to her manager. She advised she would call me back today ( XX/XX/XXXX ) and her manger would call back within 24-48 hours with follow up call. As on Tuesday XXXX XXXX XXXX EST, call back has not been received. ( 53 minute call time )

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