Consumer complaint received 2019-07-02
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC (MA)

Formal Complaint to Consumer Financial Protection Bureau XX/XX/XXXX : I applied for a HELOC with XXXX XXXX XXXX ( XXXX ). During the application process XXXX asked me to review my mortgage agreement to see if I needed to obtain written approval from mortgage lender before adding a second lien holder to my home. My mortgage agreement stated I needed written approval from my mortgage lender. XXXX asked me to contact my mortgage company which is Lakeview Loan Servicing/XXXX XXXX and let them know I applied for a HELOC with my XXXX XXXX and I need prior authorization from them to do so as stated in my mortgage agreement. 

XX/XX/XXXX : I contacted XXXX XXXX customer service department and explained what I needed from them and they informed me that XXXX needed to email a written request and the borrowers authorization letter. Once they received the email, XXXX would sent a receipt email and a ticket number stating that the request would be answered with 1-5 business days. If XXXX needed to call XXXX for any reason they should give customer service the ticket number which was linked to my case file and their request. This way the customer service person could read the file and know whats happening with the case. 

XX/XX/XXXX : I received an email from senior loan processor XXXX XXXX XXXX from XXXX stating my HELOC application was completed and all they needed to do is to reach out to my mortgage company to receive the authorization to move forward. 

XX/XX/XXXX : XXXX emailed me to say they emailed the written request and borrowers authorization letter to XXXX. In addition they included, if XXXX needed any other information from them please contact them. 

XX/XX/XXXX : Ms. XXXX from XXXX contacted XXXX, they confirmed receipt of the XXXX written request and would contact respond to the request with 1-5 business says ( FYI : To date this has not happened ) XX/XX/XXXX : Ms. XXXX contacted XXXX customer service to follow up on the request. She was on the phone with XXXX for XXXX minutes. Even though XXXX gave them the ticket number sent in the email, the cutomer service person could not find the department handling the request. Finally, they told XXXX that XXXX could not give them the authorization they needed. I would have to contact my former mortgage holder who originally issued my loan modification mortgage agreement. 

XX/XX/XXXX : I contacted XXXX XXXX XXXX XXXX ( formerly known as XXXX XXXX XXXX  ), explained the situation to them and they stated although they completed my loan modification in XX/XX/XXXX, they released all servicing rights to Lakeview/XXXX on XX/XX/XXXX. They also put this in writing and emailed a letter to me. 

XX/XX/XXXX : I phoned XXXX customer service and spoke to XXXX people ( XXXX, XXXX, XXXX ( XXXX ), XXXX and XXXX ( XXXX ). The final person XXXX asked me to email the letter to XXXX from XXXX XXXX XXXX. I emailed the letter to XXXX. 
I received an acknowledge email & another ticket # XXXX. 

XX/XX/XXXX XX/XX/XXXX : I called XXXX a dozen times and spoke to at least XXXX different people. Each time I was asked to repeat what I was calling about. I express my frustration and disappointment in the manner in which my request was being handle. One of the last customer service persons I spoke to on XX/XX/XXXX told me that XXXX was not a mortgage company and I needed to contact Lakeview because they were the mortgage holder and the one to give me the authorization. 

XX/XX/XXXX : I called Lakeview Loan Servicing LLC ( XXXX ), customer service stated that they only do refinancing mortgages. They stated XXXX was their company that serviced all their mortgages and they were responsible for submitting my request to the customer solutions department to receive the authorization. 
XX/XX/XXXX : I called XXXX back and requested to speak to a account supervisor. They keep me on the phone XXXX minutes trying to connect me to a supervisor. They eventually took my number and said a supervisor would call me back in XXXX minutes. The supervisor returned my call later that evening but I was not able to speak to them. 

XX/XX/XXXX XX/XX/XXXX : I continued to call XXXX to speak to an account supervisor. On XX/XX/XXXX I spoke to XXXX customer service people XXXX and XXXX. Finally supervisor XXXX XXXX took my call and expressed that everyone up to know was giving me the wrong information and she apologized for that. She told me I needed to put my request in writing and fax it to XXXX, attention customer solutions and I would receive a definite response in 1-2 days. She also stated that I should give XXXX a call on Tuesday, XXXX to confirm receipt of my fax. 

XX/XX/XXXX : I faxed my written request letter, loan modification agreement and the letter from XXXX XXXX XXXX XXXX to XXXX. 

XX/XX/XXXX : I called XXXX to confirm receipt of my fax. XXXX XXXX looked up my ticket # XXXX and stated my faxed had not been logged in yet and because faxes were logged in by hand it would take 1-5 business days. She suggested I email my request with supporting documents to XXXX and in XXXX hours I would get a ticket # confirmation and they would be able to forward my request to customer solution much faster for a response. 

XX/XX/XXXX : I emailed my written request with supporting documentation to XXXX. 

XX/XX/XXXX : I received an acknowledgement email with another ticket number. 

XX/XX/XXXX : I received a call from XXXX customer service XXXX XXXX. She stated that they had just received a call from Lakeview and they wanted to know what I needed the HELOC for. She also stated she had the original written request from XXXX XXXX XXXX and was sending all the information to Lakeview to complete the request. By this time I was furious and expressed my anger with XXXX to XXXX. I also informed her that I had contacted XXXX Call for Action to help me, I was filing a complaint with CFPB, filing a formal complaint with the Division of Banks and with the Mass Commission Against Discrimination. XXXX was very apologetic. She stayed on the line with me while she confirmed that she had my written request and all supporting documents including a copy of my loan modification agreement that states I need written authorization from my mortgage holder to have another lien holder added to my property. She told me she was emailing Lakeview back as we spoke and attached all my documents to the email. XXXX stated to me if she did not hear back from Lakeview by Tuesday, XX/XX/XXXX she would call me back herself to give me the update. 

XX/XX/XXXX : As of today, at XXXX, I have not heard from Lakeveiw /XXXX in regarding my written request for authorization from Lakeview/XXXX to receive a HELOC from XXXX XXXX XXXX XXXX 

It has been XXXX weeks since my original request was made to Lakeview/XXXX. To date my request has been unanswered and ignored.