Consumer complaint received 2023-05-04
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC (FL)

First Issue : We purchased a XXXX property on XX/XX/XXXX with two dwellings on it : a brick ( primary ) dwelling and a mobile home ( accessory dwelling ). Both dwellings were listed for sale together. The sales contract shows that a mobile home is included ; the appraisal shows the same on 3 different pages ; the survey also shows 2 dwellings on the property. {$36000.00} of my current loan was used to pay off the initial loan for the mobile home. 

The address is different for each dwelling on the property, per county rules and regulations. The homeowners insurance carrier is different for each dwelling because we could not readily find a company that would insure both types of dwelling. Declarations pages for both policies were submitted to the initial lender, with prepayments and initial payments to both insurance companies disclosed separately at closing. 

At the first policy renewal, the mortgage company paid only the premium for the primary dwelling, citing multiple reasons over time for not adding the second company back to the escrow account. They contend that 1 ) the mobile home insurer was not included in the initial escrow statement and 2 ) there is an address mismatch, even though both dwellings are on one parcel. 

I have been calling the mortgage company since XX/XX/XXXX, when I first received an escrow account statement and a refund check, and I simultaneously received renewal declarations from primary insurer. I explained that I was confused about why I was receiving a refund, when there was still the other insurer for them to pay. I was advised to send declarations page from the primary insurer to them and send bill from the other insurer to see if it could be included in escrow. 

On XX/XX/XXXX, I was told that they were looking for the initial disclosure ; they were confirming everything with the mobile home insurer ; initial escrow was done differently ; they will need to add an additional escrow line ; by Friday everything should be updated ; they will also need to run a new analysis ; initial escrow statement is what they go by. 

On XX/XX/XXXX, another representative told me that the Insurance Department needed to rewrite the policy for the 2 dwellings on one parcel. I got transferred to someone else who asked me to upload what I had showing both addresses on the same parcel. She would transfer me to their Mortgage Customer Service for them to update the address to reflect 1 parcel with 2 addresses. The call dropped after I was transferredNo one called me back ; and when I called again, I was told that they were getting ready to generate a letter to tell me the next steps. I uploaded the Address Assignment documents from the county on XX/XX/XXXX. 
I called the insurance company again on XX/XX/XXXX. This time I was told that it looked like the mobile home insurer needed to be added ; there was a task open for that already, which was expected to close on XXXX should not have to worry about the mobile home insurer not being paid, and I could call back after XX/XX/XXXX. ( I did not disclose to them that I had already paid the mobile home insurer on XX/XX/XXXX ). I received the first request from the mortgage company in a letter dated XX/XX/XXXX, in which they requested the most recent paid receipt for homeowners insurance declaration page ( uploaded on XX/XX/XXXX and attached ). I have attached proof of both insurance policies being included at closing and in the mortgage breakdown -- including payoff of mobile home ; proof of 2 dwellings on 1 property ( one parcel ) prior to closing ; and information sent to the mortgage company as requested in XX/XX/XXXX correspondence. 

Second Issue : Besides the mediocre customer service, run-around, and lack of resolution to date, I am appalled at the deplorable service I received when I called the mortgage company on XX/XX/XXXX. I have come to know the routine by now ( after several callssometimes more than one call on a given day when the calls drop and no one calls me back, and being transferred to so many individuals ), so I was shocked when I got transferred to XXXX in the XXXX XXXX XXXX XXXX that she hung up on me around XXXX! This was not a dropped call because I had the opportunity to complete the survey. She simply did not like me asking her if they did not review what I have already uploaded ( she was asking me for documents I had already sent them ). I was not nasty to her, although I will admit that I had raised my voice ( out of frustration ) I did not yell or even get loud Shame on her! Great leaders are way more professional and patient than XXXX was. How can a supervisor or manager ( someone on the Escalation Team, of all places ) behave that way? If I had been blowing my top or using foul language, then I would not have been this shocked and upset. Even if she wanted to lie and say the call dropped, why didnt she call me back, when I had just verified my telephone numberamong other things? If she did not want to help me, she could have transferred me to someone else. I am a paying customer, who has been holding up my end of the bargain by ensuring timely payments are made. The expectation from the insurance company is that they will hire and train professionals who will do their best to resolve issues in a timely mannernot add fuel to fire.