Consumer complaint received 2025-07-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: LAKEVIEW LOAN SERVICING, LLC
State: AZ

Complaint narrative:
To Whom It May Concern, Consumer Financial Protection Bureau I am writing to file a formal complaint against my mortgage servicer regarding repeated mishandling of my account, misapplication of payments, incorrect credit reporting, refusal to update personal information, and what appears to be retaliatory behavior following my attempt to refinance my loan. 

After my XXXX XXXX years ago, I contacted the mortgage company to inform them of the change in circumstance, provide my XXXX XXXX, and notify them that I would begin making bi-weekly payments due to my new financial situation as a single mother. I was told this would not be a problem, and I have done so consistently since. 

In XX/XX/2025, the mortgage company apparently changed its policy, requiring accounts to be paid a full month in advance in order to avoid late fees while making XXXX payments. I was never informed of this change. Although I was unable to get XXXX month ahead right away, I continued making regular XXXX payments and increased my total monthly contribution to offset new fees. 

In XXXX, a payment was returned by my bank. I contacted the mortgage company immediately and explained that Im paid XXXX ( not XXXX ), and that both XXXX and XXXX would be current by the end of XXXX due to XXXX pay periods that month. This was acknowledged and accepted. XXXX was reported as late on my credit report, which I accepted. 

However, they began withdrawing late fees from my unapplied funds account instead of letting the payments accumulate to reach a full monthly amount. As a result, the XXXX mortgage was never applied, despite funds being available on time, and XXXX was incorrectly reported as late. After I called again, they reversed the fees and posted the payment. I asked that the payment be backdated to the date when funds were available, per their original policy, and was told to submit a letter. I did so, via both XXXX and email. 

Later, I was advised to get XXXX weeks ahead in my unapplied funds account to avoid future fees. I borrowed the money and submitted a lump sum covering XXXX and part of XXXX. Despite that, I received notice that XXXX was also reported XXXX days late, even though it was paid in full by XX/XX/XXXX. I contacted the mortgage company again and was told to submit another letter. I was not permitted to speak with or contact the credit resolution department, nor can I respond to their emails. 

In addition, despite providing all necessary documentation, the company has refused to update my name to reflect the change back to my maiden name, as ordered in my XXXX decree. Ive submitted this information multiple times and received no resolution. 

Most concerning of all, I reached out to the mortgage company in early XXXX to ask about assuming the loan or refinancing it into my name to comply with my XXXX decree. I was told that loan assumption was not permitted and was provided a list of fees for a refinance, which I could not afford. In XX/XX/2025, I engaged a different broker and began the refinancing process. Shortly after my new broker requested a payoff statement from the mortgage company, these reporting and account issues began. Given the timing, I am concerned that this may be retaliatory in nature. 

In summary, I have made every good-faith effort to follow instructions, remain in communication, and stay current. Yet I have been met with inaccurate credit reporting, obstruction, and repeated changes to policy with no clear communication or accountability. These issues are causing financial and emotional distress and impacting my ability to move forward independently. 

I respectfully request the CFPB investigate and assist in resolving the following : Correction of inaccurate late payment reporting for XXXX and XX/XX/2025 ; Written clarification of unapplied funds handling and payment application process ; Immediate update of my name in accordance with the divorce decree ; An investigation into the timing of these actions relative to my refinance attempt ; A direct method of communication with someone in credit reporting or account resolution. 

Thank you for your attention and support in this matter. 

Sincerely,

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