Consumer complaint received 2026-02-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: LAKEVIEW LOAN SERVICING, LLC
State: DC

Complaint narrative:
Description of the Problem I am filing this complaint due to Lakeview Loan Servicings ongoing refusal to comply with a VA appeal approval authorizing loan assumption and substitution of entitlement. Despite a final VA determination, Lakeview has continued to delay processing and has raised objections that are legally and procedurally invalid. 

Key Facts and XXXX XXXX XXXX  appeal approval was issued authorizing the assumption and substitution of entitlement. 
Since issuance of the appeal approval, Lakeview has not processed the assumption.

Lakeview continues to question whether substitution of entitlement may occur and whether the sellers VA entitlement may remain with the loan. 
Lakeview has relied on a prior Certificate of Eligibility ( COE ) denial that predated my completion of six years of qualifying service ( achieved XX/XX/year> ). 
That prior XXXX denial was procedural and timebased, issued without any request for additional documentation or opportunity to cure, and precededand was superseded bythe appeal approval. 

Improper Reliance on Conflicting Internal VA Correspondence Lakeview has further cited internal VA correspondence from XXXX XXXX XXXX, Team Lead, XXXX XXXX XXXX, which appears to conflict with the formal VA appeal approval. 

A loan servicer does not have authority to elevate informal or internal VA communications over a final VA appeal decision. By doing so, Lakeview is effectively substituting its own judgment for the VAs adjudicative authority. 

Regulatory and Legal Violations Lakeviews actions constitute violations of the following : XXXX. VA Loan Program Regulations ( XXXX XXXX XXXX XXXX XXXX ) VA regulations require servicers to administer VAguaranteed loans in accordance with VA determinations. A servicer may not refuse to implement an approved assumption or substitution of entitlement after VA authorization. Continued delay constitutes improper servicing. 

XXXX. Failure to Follow Investor / Governmental Instructions Once VA issues an appeal approval, the servicers role is ministerialnot discretionary. Lakeviews refusal to act violates VA servicing requirements and undermines the VA XXXX framework. 

XXXX. CFPB Unfair, Deceptive, or Abusive Acts or Practices ( XXXX ) Lakeviews conduct is : Unfair : Causing substantial consumer harm through unjustified delay with no legal basis. 
Deceptive : Misrepresenting the legal effect of a superseded XXXX denial and implying VA approval is insufficient. 
Abusive : Leveraging its servicing position to block a VAapproved benefit the borrower is legally entitled to receive. 

XXXX. RESPA Regulation X ( 12 C.F.R. 1024.41 & 1024.38 ) Lakeview has failed to maintain reasonable procedures to properly evaluate and implement loss mitigation and servicing actions based on complete and accurate information. Ignoring a controlling VA appeal decision reflects deficient servicing controls.

Harm Caused Lakeviews refusal to comply has resulted in : Prolonged processing delays Financial and emotional distress Interference with federally guaranteed VA benefits Forced escalation to congressional and regulatory oversight

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