Consumer complaint received 2017-05-01
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: LAKEVIEW LOAN SERVICING, LLC (TX)

This is a copy of the letter mailed to  XXXX   XXXX  via cerified mail.   Date :  XXXX   XXXX ,  XXXX  To :  XXXX   XXXX  Lakeview Loan Servicing , LLC  XXXX  : Cashiering Dept.     XXXX   XXXX    XXXX    XXXX    XXXX , VA  XXXX  Cc : CFPB - consumerfinance.gov From :  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  TX  XXXX   XXXX   XXXX  XXXX  XXXX   XXXX  : Error Resolution Notice und er 12 C.F.R. 1024.35  Mortgage Loan Number :  XXXX  I am writing to request correction of the error described below regarding the mortgage on my property at  XXXX    XXXX    XXXX   XXXX   XXXX , TX  XXXX .     There are concerns that have not been resolved since  XXXX   XXXX  has acquired my loan from  XXXX   XXXX . I have contacted the customer service department on several occasions in addition to emailing  XXXX   XXXX  Customer Servic e Team  Lead on  XX/XX/XXXX  w/ several attempts on  XX/XX/XXXX ,  XX/XX/XXXX , and  XX/XX/XXXX  w/ return read receipts via email. I spoke with customer service was on  XX/XX/XXXX  and spoke w/ a supervisor where I was again promised that the following concerns below would be addressed, but it has yet to be resolved.     PMI Online Account Error : Initially when my loan was transferred to Loan care, I was told the reason why I was not able to see all of my loan information online was because the website had not ported everything over yet. Specifically, I asked about PMI and they said this feature would be updated and available for viewing online within 30 days, so that I could clearly view my PMI LTV information.  XXXX   XXXX  acquired my loan  XXXX   XXXX  and still to this day my PMI information is not being displayed. See the attachment of the message I receive when accessing the site. Kindly investigate and contact me with a resolution.       -On  XX/XX/XXXX , spoke wit h Complaints Supervisor   XXXX   XXXX   XXXX   XXXX  and was promised an ETA of  XX/XX/XXXX  to resolved any unresolved issues. She advised that loan was acquired acquired before  XXXX  (  XX/XX/XXXX  ) and she would find documents to support eligibility for PMI removal.  XXXX  additionally, advised she will get w/ IT to get PMI Updated online and call back w/ options as to if PMI removal  XXXX  require down payment amount to get LTV wher e it s hould be to eliminate PMI on mortgage or if there is an option for another appraisal submittal if need be.     -Did not receive call back as promised which delayed me making payment, thus on  XX/XX/XXXX  @  XXXX    XXXX    CST and spoke with  XXXX  Agent  XXXX   XXXX  who took payment and confirmed that an email would be sent to me via email withi n 24-48 h ours to confirm that todays payment late fee was waived and does not count against  XXXX  late fee waiver for the year In addition, payment would not be reflected in payment history as a late payment. -CONFIRMATION of payment #  XXXX .     -On  XX/XX/XXXX  : Email customer service to alert of no response and requested a call back.     -On  XX/XX/XXXX  : Emailed again alerting that email was final attempt to reach a resolution and notification of NO response.       If you need to contact me, I can be reached at  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX , TX  XXXX   XXXX  XXXX  XXXX  Sincerely,  XXXX   XXXX   XXXX  &  XXXX   XXXX   XXXX