Consumer complaint received 2022-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL

Complaint narrative:
My wife and I closed on our home in XXXX of XXXX and before closing, we purchased home insurance on the property on XXXX for {$2700.00}. We obtain our mortgage through XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and our loan was then transferred over to Lakeview ( XXXX XXXX XXXX ). Our mortgage payment at that time was {$2800.00}. I started paying Lakeview in XXXX of XXXX and there were no issues until I received mail in XXXX stating that due to me not having home insurance, Lakeview will be purchasing home insurance on my behalf. In order to close on the property, I had to have home insurance, I am not sure what happened in the transition from XXXX to Lakeview but someone had to drop the ball. The insurance policy Lakeview purchased on my behalf totaled {$7300.00} which is my first concern since it is drastically more than the policy I was able to get, almost XXXX times more expensive. I provided proof of home insurance to Lakeview back in XXXX. I called and spoke to a representative on XX/XX/XXXX who advised me that there would be an escrow analysis done to review this issue and that before XXXXXXXX XXXX mortgage payment everything should go back to normal. I called a couple days before XXXX 's payment and was told that there was nothing Lakeview can do to prevent a draft of {$4300.00} since there was a balance discrepancy in my escrow account due to Lakeview 's decision to purchase an extremely expensive insurance policy. I was told then again that my account would have to go through an escrow analysis, which would be done before XXXX 's mortgage payment. The {$7300.00} was returned back to my escrow on XX/XX/XXXX, per their records. I sent a complaint email on XX/XX/XXXX which I still haven't heard back on. On XX/XX/XXXX, I noticed that my mortgage payment on Lakeview 's payment portal said that I had to pay {$4300.00} again, so I decided to send another email and asked that my issue/concern be escalated to the correct department. I still have not heard back from anyone at Lakeview except receiving documents that showed my escrow analysis. Another thing I don't understand is why would Lakeview disburse {$2700.00} out of my escrow account on XX/XX/XXXX for an insurance policy that is still active? Lakeview sent my home insurance company a payment of {$2700.00}, which was returned to me by my home insurance company via a check. So now, my escrow balance has a deficiency balance again due to their fault. I am dealing with the consequences of their actions and it is not fair that I can't even receive a call from someone in management regarding this issue. When I asked to speak to a person in management on XX/XX/XXXX, I was cold transferred to someone's voicemail. That is the reason why I decided to start writing emails to Lakeview. I just had my XXXX XXXX son in XXXX of this year and my wife is on maternity leave so our finances are tight at the moment. I've paid close to {$1400.00} extra for XXXX & XXXX due to Lakeview 's inability to correct their own mistake, which is extremely unfair to my wife and I who just started a new family and currently living on one stream of income.

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