Consumer complaint received 07/18/2017 about Mortgage (VA mortgage) with LAKEVIEW LOAN SERVICING, LLC (AE).
Issue: Trouble during payment process

Complaint: I am a military member stationed in  XXXX   XXXX , who needed to sale my home, due to a renter vacating my home and failing to pay rent for 4 months. I paid for as long as I could, until my savings ran out.
During the sale process I believe that  XXXX  acted in bad faith, in an attempt to draw out the process and incur more fee 's and costs than they would have been entitled to if they had allowed the process to progress properly.
 XXXX  2017- Called  XXXX  requested information regarding options for loan modifications : Explained that my renter had not paid since  XXXX , and that I was out of savings to make required house payment.
 XXXX    XXXX   2017 : Called  XXXX  back after renter abandoned property- asked for package to apply for a loan forbearance.
Called  XXXX  again 20  XXXX ,2017 Stating I still had not received the package. They said they would re-send the package Called Back   XXXX   XXXX   when I still did not received the package. Said they would re-send Called Back first week of   XXXX   was told that they did not think they could send me the package because I was stationed overseas. I countered this supposition with the fact that I was receiving late notice/ collection letters multiple times a week, at the very same APO Address that I was requesting the workout Paperwork be mailed to. They could give no reason why I still had not received the document packages At this time I was given the HOPE hotline contact number +  XXXX    as a resource that could help me fill out the paperwork. The phone rep again told me they would send out the Forbearance package.
  XXXX   XXXX   I called the HOPE line and the person who answered the phone was only taking numbers for someone to call back at a later date/time. When I gave her my contact information, I was told that they could not call me back due to my  XXXX  location. I asked if they could email me- was told that was not something they could do at this time.   XXXX   XXXX   I called back to  XXXX , and explained my ongoing issue with working with   XXXX   in good faith, and that I had been trying to obtain the Forbearance package, and had for over 1 month been trying to resolve this. I was given the phone number for Loss Mitigation Department. + XXXX . Additionally I was told by the phone representative that to help expedite the process I could fax in the following required information required for the forbearance : Last 30 Days of paystubs, Last 30 days of bank statements from all accounts, A signed and dated hardship letter, Tax returns from previous year, list of monthly debts, and living expenses., and the listing agreement as I had identified that I was listing the house for sale. I was provided the fax Number of +  XXXX   10  XXXX  : I faxed all documents mentioned 20+ pages to the fax number +  XXXX   provided by the  XXXX  phone rep. I received confirmation of a successful transmittal.
  XXXX   XXXX   : I called  XXXX  to confirm receipt of the fax, and to restate that I still had not received the forbearance package. I was told that I had sent the documents to the wrong fax number. I was provided with a new number +  XXXX   XXXX  , and told thats where I needed to fax the documentation to. Again faxed all documentation and received conformation of transmission   XXXX   XXXX   called back to  XXXX  again asking to confirm receipt of required documents, phone person could not verify receipt of documents sent. I again mentioned I still had not received the Forbearance package. Again was told they would send it out again.
Approximately 1 week later I called back to identify that I had accepted an offer on my house with an anticipated closing date of   XXXX   XXXX  , I identified that the offer was sufficient to pay my house in full and had faxed the information to the last fax number provided for the loan modification office. I brought up that I still had yet to receive the requested forbearance package, or notification that the information I had faxed in had been received, but I identified that I was receiving an almost daily stream of demands for payments, and advertisements for the loan modification programs available. I was again told that the operator was requesting that the loan forbearance package would be mailed out.
Approximately a week later I received a notice from   XXXX   that they had executed a property inspection and found that the property vacated and that they would be changing the locks and taking possession of the property to secure their investment. I called them in a panic- Identifying that I had spent thousands of dollars to reconnect the utilities that had been disconnected by the utility company due to my tenant not paying, and that I had ensured the yard had been maintained, and all repairs in the house were underway to facilitate the sale of the home. I also reiterated my frustration that I had been trying to work in good faith with them for over 7 weeks in trying to get the paperwork processed for a loan modification that would carry the loan through the sale of the property, without adversely affecting my credit, or accumulating any additional fees.
The first week of   XXXX   the buyers closing company started requesting a payoff balance to facilitate the closing and transfer of the house.
I called several more times asking the status of my forbearance request and to inform that I still had not received the package, or get status of my faxed requests for the forbearance. At no time was the phone representative able to provide any information, or update me to the status of my faxed request.
The day of the closing   XXXX   XXXX   -the Title Company still had not received the payoff amount, and after many calls was finally told that they couldnt /wouldnt release the information until I verified the homeowners insurance was in effect. I immediately called the insurance verification company and with the account information, that was verified by  XXXX  through a 3 way call and faxed the   XXXX    office- verification of coverage. I requested they immediately send the payoff information so we could execute the closing. They said they would notify the other office that proof of insurance was verified, and that the other department would send the payoff amount.
Several hours later at approximately 1800 the payoff amount was received instead of being the {$200000.00} phone quoted during the agent listing inquiry, the amount ended up being {$200000.00} ...
Even after verifying insurance was in place they Charged me {$1800.00} for ( FPI ) Force Placed Insurance, at closing, in addition to {$3200.00} in Interest that would have not been due had the Forbearance request been processed properly.
  XXXX   XXXX  2017 In addition to the {$1800.00} of the FPI costs, on   XXXX   XXXX   they paid {$1400.00} in payment to  XXXX , my insurance company, from my escrow account for the annual Homeowners Insurance renewal. All other annul Insurance payments had been made in  XXXX , but this year they decided to pay the premium, a day after they were aware the home had been sold.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation