Consumer complaint received 2021-05-25
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC (OH)

This is my mortgage co. Purchased home XX/XX/XXXX and loan was sold to Lakeview. It's been a year now and nothing but PROBLEMS. Today 's issue is we applied to have the PMI removed. This initially happened I believe in XX/XX/XXXX while I was on the phone with an issue of them regarding not posting pmts correctly. They had said we were past due which prompted me to call. See below issue with that. We put down 10 % on the loan and the value has gone up over 10 %. After we applied to have PMI removed ( both times I called on the phone in XXXX and XXXX. Most times you have to call like 10xs because it gets disconnected, no one answers and the VRU hangs up on you or the rep hangs up on you. No response about my request after 2 calls ( no one on the phone can help, they have to send " an inquiry '' and someone will call you back but that doesn't happen either. I called again beginning of mid XXXX ( 3rd time ) and was advised that a letter had been sent XX/XX/XXXX which I asked why didn't I get a return call? I requested to speak to someone in that dept. They " don't know ''. About XX/XX/XXXX they sent a ltr stating we missed a pmt or were late and declined us to apply for the PMI removal and have the appraisal done. We have not missed a pmt or were late. As a matter of fact, we even made an extra pmt to apply towards principal. Now at one point last year I did receive a late fee on my statement and it didn't show our previous pmt applied. When this mortgage was sold to Lakeview after we closed, the communication was poor and pmts were not being posted timely. We even had an issue in XXXX I believe regarding our insurance pmt not being posted by XXXX. They said it didn't get transferred over with the escrow info when the bank was sold. That was another ordeal with them. They promised to overnight the pmt to the insurance co and did NOT. My homeowners insurance was about to be canceled and I had to pay out of pocket for it and wait to be reimbursed by my homeowners insurance co. Again, promises made by their reps and not being done. We have tried multiple pmt methods with them including, pay over phone with a rep ( that worked and we get a one time no fee charged for this because our pmt was not received by them ), ach transfer, autopay and mailing a pmt in snail mail which is how I pay all of my other bills and I have no issues with those creditors receiving my pmt on timeand posting it on time. I pay all of my bills beginning of the month. It took them MONTHS to get our acct transferred over correctly from when we signed for our closing ( they bought the loan ) which was in the midst of COVID. Any late fee on our acct has been reversed due to their error. I have made NUMEROUS calls about this too and spent hours doing so to finally get in contact with someone from their pmt dept to walk through everything. She found we should not have been billed a lf and reversed it. We have been more than accommodating to them in trying different methods to get our pmt posted ON TIME! We have had so many issues with this company. This is not our issue if they post it late and can't get it together. We have stellar credit, run a business of buying homes and have not had this issue with any other mortgage co. I have tried emailing, calling, writing to them and no response other than DENIED! THey say they will call me back. No call. Per attached email you will see one of my responses. No response back from them and that was XX/XX/XXXX and XX/XX/XXXX. I have called no less than 10 more times since then trying to get through to them on their phone system to no avail. No one will return my call as they state they will. I have tried so many times to get this resolved. It's impossible to speak to someone and IF by chance you get through, of course they can't help you. I need this resolved. I need the appraisal done and the mortgage insurance removed. Most of all I need the RIGHT person to call me back who can actually HELP ME! So frustrating and I shouldn't have to refinance with a different company just because this one will NOT return calls/emails/mail. My husband and I did look into this and was told it would cost $ XXXX to refi with another bank and I really am not paying that kind of money just because this place has XXXX customer service. PLEASE HELP ME!