Consumer complaint received 2024-06-08
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: LAKEVIEW LOAN SERVICING, LLC (CA)

I have been trying for 6 months to reach out to XXXX/Lakeview Servicing to initiate a loan assumption process due to divorce. Lack of response and ability to speak to anyone to answer questions or find out where we are in the process has been insanely frustrating. We understand and were told from the get go that the assumption process could take up to 120 days to process, but during this time we have yet to receive a loan assumption packet or contact with anyone who can help clarify the process. We don't even know if that 120 day countdown has started. 

Below are the actions taken thus far. 

XX/XX/XXXX : Divorce finalized; contacted XXXX and verified that loan is indeed assumable and agent said a loan assumption packet should be received within 7-10 business days XX/XX/XXXX : loan assumption packet never received, but told all that was needed was to send three items : 1 ) final divorce decree, 2 ) copy of quit claim deed and 3 ) {$50.00} transfer of ownership fee. I emailed the first item ( Marital Settlement Agreement ) to XXXX and asked for further instructions on how to make the fee payment. NO RESPONSE RECEIVED. 
XX/XX/XXXX : called XXXX and verified receipt of divorce decree and authorized payment of {$50.00} transfer of ownership fee; emailed XXXX to request someone contact me regarding questions about the process and quit claim deed. NO RESPONSE RECEIVED. 
XX/XX/XXXX : called XXXX again and spoke to escalations department. Agent told me Lakeview processes loan assumptions, not XXXX so he provided email address to contact them directly at XXXX and that I should receive a response within 48-72 hours. I emailed Lakeview, summarizing actions taken thus far, and asked someone to contact me regarding further questions I had about the quit claim deed. NO RESPONSE RECEIVED. 
XX/XX/XXXX : called XXXX escalations department again, agent placed escalation on account and said we will be assigned a case manager that would contact me via phone. NO CONTACT MADE BY CASE MANAGER. 
XX/XX/XXXX : called XXXX escalations again ; their notes say case manager tried to contact us 3x, but no calls were received or missed on our end as they were probably using a number no longer in service ( even after I had specified which numbers to use ). Left message to have case manager call again at our cell numbers. NO CALLS RECEIVED FROM CASE MANAGER. 
XX/XX/XXXX : called XXXX escalations again ; agent said she will send email to case manager detailing what my issues were as their notes keep saying they are just waiting for quit claim deed from me. The email summarized the following : " customer has called requesting status of loan assumption, she sent divorce decree in XXXX, paid {$50.00} transfer fee in XXXX, she has completed a quit claim, but would like to speak to the case manager because she has further questions about it before she sends it ( I need to know whether it needs to be recorded by the court first or does this get recorded during the loan assumption process ), also reiterated that we have never received a loan assumption packet. '' Agent said she will follow up to make sure case manager replies. STILL NO CONTACT FROM CASE MANAGER RECEIVED. 
XX/XX/XXXX : called XXXX escalations again stating I have yet to receive any contact with a case manager, or anyone in the XXXX or Lakeview assumptions department. The agent said she will try to reach out to case manager while I was on the line. Put me on hold for a while, and finally came back and said case manager was pulled into a meeting but will definitely reach out within two hours. NO CALL RECEIVED OR MISSED.