Consumer complaint received 2022-02-14
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC (VA)

On XX/XX/2022 I received notice from XXXX XXXX that my loan would not be serviced by Lakeview Loan Servicing with XXXX XXXX as a subservicer. 

As of today, XX/XX/XXXX, I have not received anything from Lakeview to notify me that they have taken over my loan. 

I have tried contacting both XXXX XXXX and Lakeview by phone, email, and portal- with no success. No one knows who I am, or has any information about my loan. 

After XXXX weeks, on XX/XX/XXXX, ( over a week after the due date on my loan payment, and when I would have normally made an additional principle payment ), I tried to call the phone number on the paperwork that was sent to me by XXXX XXXX, the previous servicer. 

The phone system is a circular-logic menu of choices for existing customers, there are no options for new customers or those whose servicing is being transferred. This system simply hangs up on you if you say that none of the choices apply. There is no way to ask for a human being or customer service. If you choose one of the menu choices, it often just transfers you to another automated process. If you say, " Billing '' then it takes you to automated payment options. 

After being disconnected a half-dozen times as I tried to navigate to a department that sounded even remotely close to what I needed, I finally achieved a transfer to speak with a person. The announced wait time was " greater than 10 minutes. '' I spent 30 minutes on hold, then after the person who answered the phone could not locate any information about me, I got escalated to a supervisor ( XXXX from XXXX XXXX ) who said that I needed to be transferred to Lakeview. After another extended hold time ( 10+ minutes ), I spoke with XXXX from Lakeview XXXX XXXX XXXX She said the loan should be in the system by the end of the week. 

I continued to send email and electronic messages through any online portals that I could find for either Lakeview or XXXX XXXX- these only generated automated replies. 

Today, XX/XX/XXXX, I again called the number XXXX provided for my new servicer. I again had to try various combinations of menu choices ( and being disconnected again ) to finally get through the menu and be transferred to speak to a human. I was on hold for 25 minutes when XXXX from XXXX XXXX answered. She was very kind, but again could do nothing to help me and could not find me the system. So XXXX transferred me to Lakeview -- I insisted that XXXX not hang up the call until the transfer was complete -- that was another 20 minutes that XXXX and I waited on hold together for a representative to answer the call. Finally, after being on hold for 50 minutes ( for the second time in a week ) XXXX from XXXX  answered. She explained that when the Lakeview division of XXXX XXXX is overwhelmed with calls, the calls automatically roll to another division of XXXX XXXX who can not provide customer service to Lakeview customers. 

This whole system is beyond dysfunctional. The decision to continue to take on more loans, while being unable to handle to current load ( in terms of notifications or providing customer support ) shows completely disregard for the interests of the customers. Some one is choosing profit over compliance and service -- that decision usually goes very badly for a company.