Consumer complaint received 2026-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: LAKEVIEW LOAN SERVICING, LLC
State: CO

Complaint narrative:
I am filing this complaint regarding the mishandling of my mortgage account and the continued assessment of late fees despite multiple acknowledgments from your representatives that an error occurred. In approximately XXXX or XX/XX/XXXX, I enrolled in your bi-weekly payment program. As part of the enrollment process, I was required to make an additional full monthly payment in advance, which I paid. After enrollment, my account was placed on automatic withdrawals, and I reasonably expected my mortgage payments to be applied correctly and on time. Recently, I reviewed my account and was shocked to discover an outstanding balance and multiple late fees. This is extremely concerning because : My account has been enrolled in automatic payments. I paid the required additional month in advance to establish the bi-weekly payment plan. Payments have consistently been drafted from my bank account. I relied on your payment program and servicing system to apply my payments properly. I have contacted customer service numerous times by both phone and online chat in an attempt to resolve this issue. During these conversations, several representatives acknowledged that there appeared to be a system or account-processing error. Specifically : One representative informed me that the late fees would be removed and my account corrected. Another representative sent me a payment link for {$24.00} and advised that once I made that payment, my account would be fully current and that I would owe nothing further for XXXX or XX/XX/XXXX. Supervisor XXXX XXXX reviewed my account and explicitly stated that I was correct. She confirmed that she could see I made the required advance payment when enrolling in the bi-weekly payment program and that I should not have been assessed late fees. She directed me to contact XXXX so that a higher-level investigation could be conducted. Despite these assurances, the issue remains unresolved. I received correspondence stating that I would receive a response no later than XX/XX/XXXX. However, as of XX/XX/XXXX, I have received no resolution, no meaningful update, and no explanation regarding the status of the investigation. Even more troubling, additional late fees continue to be assessed against my account. I have repeatedly been told by multiple representatives that the issue was corrected and that no further late fees would be charged, yet the late fees continue to appear. Adding to the confusion, I have also received multiple notices indicating that another company will be servicing the Lakeview loan. Because of these servicing-related communications, I have been uncertain about who is responsible for resolving my complaint. I have sent emails to every contact address provided to me, but I have not received a resolution. At this point, I believe the servicer has failed to properly apply my payments, failed to correct acknowledged account errors, failed to honor promises made by its representatives, and failed to provide a timely response after committing to do so.

Company response to consumer: Closed with explanation