Consumer complaint received 2019-12-31
Company: LAKEVIEW LOAN SERVICING, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This complaint is about unpaid taxes which are paid through an escrow account managed by my mortgage company Lakeview Loan Servicing , LLC. 
XX/XX/19 XXXX I called Lakeview about notice I received previous day from the County Treasurers Office regarding unpaid taxes that are due XX/XX/19. I was instructed to submit the notice through online and was told that if the company missed a payment they will pay any penalties. I was told that I would have to call back to inquire about the status that I would not receive an automatic notification the issue was resolved. I submitted the notice online at XXXX. 
XX/XX/19 XXXX I called XXXX XXXX inquire about status and also inform them that I had received another notice from the school district about additional unpaid taxes, due XX/XX/19. I spoke with a supervisor by the name of XXXX who instructed me to submit the previous notice and the new notice online again, as well as send them to an email address : XXXX. I followed these instructions while still on the phone with XXXX. Again, I was told I would have to call back to check the status. 
XX/XX/19 I called and spoke with XXXX. I was told the issue was still in process. She did not have an update nor did she have a ticket #. She told me to call back on Monday. 
XX/XX/19 - I called again and was told there was still no ticket number and no funds had been disbursed to pay the taxes. I was told there was a note to have resolution by XX/XX/19 but I would have to call again to confirm that, no one would contact me to confirm resolution. 
XX/XX/19 I called again and spoke with XXXX who informed me the tax department had reached out to the county to pay the amount due plus the fee and they are waiting on a response ; she had no notes regarding the unpaid taxes due to the school district. She told me to resubmit to the XXXX and via online account again which I did while still on the phone with her. I requested to speak with a supervisor I was on hold for a supervisor for 25 minutes after which point the call was disconnected. 
XX/XX/19 I received an additional notice about an additional amount of unpaid taxes due XX/XX/19. I called the school district to inquire about details of unpaid taxes. I was informed that taxes had been paid in XXXX but it was the incorrect amount so the check was returned on XX/XX/19. The school district has had no further communication from Lakeview. 
XX/XX/19 I submitted new notice from school district about unpaid taxes due XX/XX/19 via online account and to XXXX XX/XX/19 I called Lakeview again and spoke with XXXX. I was informed that the past issues were still being worked on for both county and school district. I informed her of new notice from school district and of my conversation with the school district tax office. She put me on hold to look into the issue. She came back and informed me that the issue would be addressed and any penalties would be the responsibility of the mortgage company. She could not give me a timeframe for resolution. I reminded her the payments were due XX/XX/19. She told me I would have to keep calling to check the status. 
XX/XX/19 XXXX I called again and was told they are working on it, all the notes from the beginning are in the system. I requested to speak with a supervisor. I was transferred to a supervisor by the name of XXXX. XXXX told me the county tax office refused to speak with them to provide more information. She stated the taxes to both county and school district would be paid by XX/XX/19. She said she would have someone call me when the funds were disbursed. 
XX/XX/19 XXXX I called again, representative was XXXX . I immediately requested to speak with a supervisor. At XXXX XXXX came back on the line and said no supervisor answered could she have a supervisor call me back? I told her I would prefer to continue holding. At XXXX I was connected to a supervisor by the name of XXXX. XXXX said the only thing she can tell me is it is in process. I requested to speak with someone from the tax department to better understand what the issue was since its been 2 months since my initial call and submission of the documents and the taxes still remain unpaid. I was told I was not able to speaker with the tax department. I requested to speak with someone higher than XXXX. She said her supervisor was not yet in but she would have her call me today. ( Note : as of XX/XX/19 when I am typing this I have not received a single call from Lakeview ) XX/XX/19 I called the school district tax office again, as well as the county tax office. Both informed me that they had not received any verbal or written communication from Lakeview regarding the unpaid taxes. 
XX/XX/19 XXXX I called again, representative was XXXX . I immediately requested to speak with a supervisor. At XXXX supervisor XXXX answered ( same supervisor I spoke with on XX/XX/19 ). I informed her that we had talked previously and the taxes remain unpaid. I stated the taxes are due on XX/XX/19. XXXX informed me the status was still pending. She said it was noted that it had been escalated. She said they had waiting on a tax certification since the incorrect amount was paid previously. The tax certification had been received. XXXX informed me that a 3rd party distributes the payments and all the necessary documents have been sent to that 3rd party to disburse the funds. She assured me the taxes would be paid by XX/XX/19 and said she would have someone call me to notify me the taxes had been processed. 
XX/XX/19 XXXX I called again, representative was XXXX XXXX I immediately requested to speak with a supervisor. At XXXX XXXX answered. After I stated this is the 10th call Ive made since XXXX regarding unpaid taxes that are due today and still have not been paid, XXXX placed me on hold so she could look at account. At XXXX it is still showing as open ; waiting for the tax department to respond customer service can reach out to them again and has to wait for their response ; the tax department sends the funds ; I asked how the issue can be escalated and XXXX stated she can send another escalation to the tax department. She told me that I can not speak with the tax department nor can she. Customer service communicates with the tax department via email. I asked if I could be copied on the escalation and was told that I could not be copied on the correspondence. I asked if there is someone higher than XXXX that I could speak with she said any other supervisor will tell me the same thing. I asked for someone above her. She said she would see if someone at a higher management level is available on hold XXXX. At XXXX XXXX came back and said she spoke with management and said they will call me back in 15 minutes after they look into the issue. It has been over two hours now and I have not received a call.

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