Consumer complaint received 2019-04-14
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: LAKEVIEW LOAN SERVICING, LLC (TX)

I am writing to you in desperation. I am an XXXX Veteran of the United States XXXX and our home/mortgage is under a VA Home Loan/Mortgage. Our mortgage company is Lakeview Loan Servicing , LLC. A little background/timeline : I work for XXXX currently, am the sole bread-winner of a family of XXXX ( my wife can not work due to XXXX XXXX and my XXXX children live with us ). I suffered a XXXX XXXX injury in mid-XXXX of XXXX and had to go out on XXXX with my company until I returned to work around XXXX XXXX of XXXX. During that period, my pay was significantly reduced and we fell behind on utility bills and our mortgage. We sought the assistance of community services and received help. In particular, XXXX XXXX XXXX ( XXXX ) of XXXX XXXX, Texas graciously offered to catch our mortgage up-to-date by paying XXXX, XXXX and XXXX mortgage payments. We started this process with XXXX  late XXXX and have been given continual resistance/run-around by our mortgage company. 

In order for XXXX  to pay our 3 months and bring us up to date with our mortgage, they require certain forms be filled out and the mortgage company to register as a Vendor this allows XXXX to cut a check to pay. XXXX has tried paying by credit card our mortgage company refuses to take this kind of payment or ACH as well. And yet, our mortgage company refuses to work individually with XXXX to resolve their requirements and allow payment. This is putting us in a foreclosure state. The attached correspondence is only part of our frustration with our mortgage company there are additional hours and hours of phone calls that have been made to have a person assigned to our situation and resolve XXXXs requirements so that we can avert foreclosure! XXXX is ready and willing to pay, but our mortgage company refuses to work with them! Sadly, I contacted the Veterans Administration and they state to me that they have no power or jurisdiction/say in the matter. I have nowhere else to turn to PLEASE HELP!! I do not want to lose our home and have my family homeless because my mortgage company refuses to work with XXXX and accept a payment to bring us up to date. Additionally, every time we ( myself, my wife or XXXX ) attempts to call our mortgage company, we sit on hold in upwards of an hour-and-a-half, then get some customer service agent who refuses to escalate our request to speak to a manager or higher they always state I will send an e-mail AND NOTHING GETS DONE OR MOVES FORWARD! WE ARE BEING PURPOSELY STONEWALLED! And to top it off, my mortgage company keeps trying to force us into a forbearance or other time assistance plan I tell them over and over again that we do not need that we simply need them to complete whatever is needed by XXXX so that XXXX can cut a check to them and bring us up-to-date. If this happens, then we are back on track with paying our mortgage I am back to work and our financial stability is restored but I CAN NOT afford three months back-mortgage AND following one of my mortgage companys assistance programs will cost me additional fees plus the three months that I still can not afford!! We did a forbearance plan with them several years ago and [ unknown or not stated to me ] they tacked on attorney/processing fees plus the back mortgage payments! THEY ARE FORCING US INTO A FORECLOSURE STATE!! PLEASE HELP!!!! 


Our Mortgage companys information is as follows : Lakeview Loan Servicing Loan Number XXXX XXXX