Consumer complaint received 2025-09-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL

Complaint narrative:
During the weekend of XX/XX/XXXX, I was online getting estimates for a new car insurance. At that time, I was getting an estimate from XXXX and it said save big with a bundle with property insurance. I opted to see what my options were and was answering questions. While looking for specific information I was not sure about, I accessed my XXXX property insurance. When I opened the website with my credentials, I was shocked to see that the policy said " cancelled. '' I then logged into my mortgage application ( XXXX XXXX ) and it shows that my property insurance appears active, as next payment is due XX/XX/XXXX in the amount of {$1400.00}. However, then I looked at the escrow breakdown and it shows no payment made for this years renewal. I immediately sent an email to the agent handling this insurance, XXXX XXXX, the agent listed for XXXXXXXX XXXX XXXX XXXX XXXXXXXX questioning why my policy cancelled, as this is paid through escrow. On Monday, XX/XX/XXXX, I received a response from XXXX XXXX from XXXX advising me that she confirmed with Citizens that the policy cancelled effective renewal for non-payment of premium. She indicated that the policy was billed to XXXX XXXX  however no payment was received. Additionally, she indicated that due to the length of lapse, the policy was unable to be reinstated and that they would urgently reshop a policy for me. 

On Monday, Monday, XX/XX/XXXX, I called my mortgage company, XXXX XXXXLakeview and spoke to a representative asking the same question. The representative first indicated that the insurance was paid and next payment was due on XX/XX/XXXX. However, I advised him that XXXX shows that my insurance was cancelled due to non-payment. He then put me on hold and after a few minutes indicated they never received a bill for the payment due and that I should contact XXXX. 

On Thursday, XX/XX/XXXX, I contacted XXXX directly and they confirmed that the policy was cancelled due to non-payment. I advised XXXX, XXXX XXXX and XXXX XXXX/Lakeview that we never received any type of cancellation notice and that this payment is supposed to be facilitated and paid by my mortgage escrow. 

XXXX is now sending me new quotes that we simply can not afford and we are not at fault. 

If my mortgage company now decides to purchase its own " force-placed '' or " lender-placed '' insurance to protect its financial interest in our home, we will unfairly be forced to pay the higher costs due to something that was supposed to be facilitated between my mortgage company and the agent. 

Additionally, we are in a seriously vulnerable situation not having property insurance. 

We respectfully request your assistance with a resolution to this urgent and time sensitive problem and thank you in advance. 

XXXX XXXX XXXX XXXX ) XXXX Please note that I provided the payment mailing address on the next page of this complaint. For your reference, the following alternate address is also being provided : NOTICE OF ERROR/ INFORMATION XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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