Consumer complaint received 2024-01-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LAKEVIEW LOAN SERVICING, LLC
State: NJ

Complaint narrative:
In early XXXX I was approved to refinance my home. The process went smooth and was done mostly through email and phone communications. When it as time to begin paying my mortgage I tried to sign in to the company and I was told that my loan number could not be found and to just wait a few days.In XX/XX/XXXX I emailed the contact person to get assistance and she provided me with XXXX phone numbers for the company. The representatives I spoke with after being transferred several times all said that because my loan was new it may not be in the system just yet. I waited a few weeks and called back in early XXXX when I was expected to make the first payment and was told that because it is a new mortgage even if my payment was late I wouldn't be penalized because it takes time for the everything to be updated in their system. After over a month with trying to make an account online and pay my mortgage it was not until XXXX I was able to do so. At this point I was told that the now missed XXXX payment would be added on to the end of the loan and I would not be reported negatively to the credit. I purchased my first home in XXXX and never missed or had a late payment. I was approved to refinance my current home because of my outstanding credit history. As months pass, In XXXX I noticed late fees and changes in y credit history stating I was late on paying y mortgage. After several calls, being transferred, redirected, and even being told to complete a mortgage assistance application, in which I was denied, It is still showing that I am 1 month behind. In my most recent communication the company told me that they would not honor what the representative stated about adding the XX/XX/XXXX payment to the end of the loan. I was even told that I needed to be XXXX payments behind in order to get help. I do not have any issue paying my mortgage, I have an issue having to pay 2 months at XXXX time because the company failed to have my loan in the system for me to make the expected XX/XX/XXXX payment. This incident has resulted in negative reporting to the credit agencies and added stress to my life. I am a United States XXXX XXXX Veteran and I expressed to the company how this incident has impacted my daily life in a negative way. I have sent over 10 emails in the last month or asking for someone to help me, made several calls where I even been hung up on and more recently I spoke with the escalations team and the supervisor told me there was nothing they could do because I was denied for mortgage assistance. I do not need mortgage assistance I need for the company to be fair. In addition, their system has been down for XXXX weeks in XXXX, and early XXXX where I was unable to log into my account and/ or speak to someone. I wish to have my late payment be added to the end of the loan as I was promised because or an error on the company 's behalf.

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