Consumer complaint received 2024-07-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX

Complaint narrative:
Hello I am reaching out in regards to the low rated servicer lakeview loan servicing in regards to a modification application. I reached out towards the end of XXXX or beginning of XXXX indicating a hardship. I called and I was advised to submit an application and I did just that. I submitted the docs and was told I would here something within 5 business days. That did not happen. I did not receive any communication via mail or a call which im sure an agent wouldnt attempt to call to indicate docs are missing. Therefore I called to check the status and I was told I was missing paystubs. I sent the paystubs the next day, once again I heard nothing, I then called again and I was told all core docs have been received and its in underwriting. 2 weeks later I receive a letter in the mail Im missing paystubs. Lol how efficient is that smh. Anyway I then called the servicer again to follow up and each time Im told its in XXXX being reviewed and the last time prior speaking with the escalations team on XX/XX/XXXX u was told 3 times we are waiting on FHA to provide the terms. I then spoke with an agent on XX/XX/XXXX she then told me my file had not been reviewed nor was it in XXXX. ( agent error ) I asked how so each agent has told me its in XXXX and pending fha terms. I said so you all have received my file since XX/XX/XXXX and its been sitting as of XX/XX/XXXX ( agent error ) I then asked for the escalations team and spoke with XXXX, she communicated my file is not in XXXX. Technically my file qualified for a streamline no doc process. I comunicated not one agent informed me of that ( agent error ) as many times Ive called. She also stated the account has to go 60 days past due in order for the new terms to take place. I informed her once again I SPECIFICALLY called and asked an agent does my account has to be delinquent a certain number of days and I was told on the recorded call no ( agent error ). I informed XXXX I have proactively called almost daily seeking assistance and the lack of competence with the agents is sad. I told her I wanted a manager to call me back. The point of me going through the process is to attempt assistance with the payment and to become current. She indicated with todays rates my payment may not change any ( agent error ) and doesnt want to give me hope, why would she tell me that??? She mentioned the possibility of the mod and partial claim combo. I asked for her to note my account, thats the whole point, I can become current one month but I cant maintain the payment myself. My ask is for the servicer to pull calls from the last week in XXXX up until XX/XX/XXXX so that you can hear the gaps in communications, the lack of understanding agents have, the miscommunications the agents are providing and the lack of knowledge some agents have when it comes to loss mit. I am asking for a manager to call me back and not a supervisor nor an agent. When this is being worked and dont work this complaint to prove you are right and the customer is wrong, work the complaint as if it were you or your mother going through a hardship reaching out to the lender, and you realize all this time you have been misinformed. This servicer is ranked the lowest servicer in the world and thats an issue. As workers I know they dont care, they just need to collect their hourly check, but thats the issue, no one leads with heart or puts themselves in the other persons shoes, nor find the sense of urgency in anything. I am asking that my file be escalated, also the XXXX can review to see if i qualify for the mod and partial claim combo, if not dont waste my time stringing me along. And I was told it takes 30days from XX/XX/XXXX, and lastly is it true with FHA all options I have to be 60 days delinquent? That is not totally true as I recall and if so why hasnt my file been offered anything? Also why did I receive a letter dated XX/XX/XXXX I was offered a covid modification but yet no one reviewed my file, no one can give an update and nonone can tell me terms? DO you see how that can confuse a customer, even though I understand but why would you send a letter, then tell the customer it hasnt been reviewed, smh..terrible process. 

This was all misleading and the communication has been horrible, do better and be better.

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