Consumer complaint received 2025-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: LAKEVIEW LOAN SERVICING, LLC
State: WA

Complaint narrative:
This is a log of my communication with XXXX, Lakeviews loan servicer : XX/XX/XXXX Opened a request with LoanCare to remove ex-wifes name ( XXXX XXXX ) from the mortgage. Was told I would receive communication within XXXX business days. 

XX/XX/XXXX Inquired about how I would receive communication and ultimately made a second request. I was told to expect a packet in the mail to complete and return to XXXX for XXXX to review. 

XX/XX/XXXX I called to tell them I havent received my assumption packet, and was told the assumption was denied weeks ago, and I would receive a letter confirming this in the mail at some point. 

XX/XX/XXXX Made a request to get the denial information emailed, and received an email the same day with the letter referenced above saying the loan was not assumable. I didnt realize this at the time, but this letter was dated XX/XX/XXXX, the same day I was told completely different information from XXXX ( see above ). Also, this denial letter is the only official response I have received on this claim to this day. It is from an unidentified person at the XXXX XXXX Department, which I am told is part of XXXX. 

XX/XX/XXXX Requested a callback from the XXXX XXXX Department to explain the denial. 

XX/XX/XXXX Called to escalate the claim. Received an email from XXXX confirming the escalation had moved to the XXXX XXXX XXXX XXXX and to wait for a call from my assigned Case XXXX, while also stating this request has been marked resolved, and this ticket has been CLOSED. 

XX/XX/XXXX XXXX called me and told me they havent heard from XXXX ( who never responded ). This was the last call I ever received from XXXX. Received email from XXXX saying they were still working on resolving the issue, and will send additional updates until the problem is resolved, while also stating this request has been marked resolved, and this ticket has been CLOSED. XX/XX/XXXX was the last day I have received any email from XXXX regarding my complaint. 

XX/XX/XXXX Called to say I was disputing the denial under the Fannie Mae guidelines XXXX XX/XX/XXXX Called to say my case is not a typical assumption as my name is already on the mortgage. I discussed supporting articles. 

***At this point, I was told by a XXXX rep that they had been instructed by XXXX XXXX no longer give customers any information. 

XX/XX/XXXX An expedited request was sent to XXXX XX/XX/XXXX Called to get an update. Spoke to someone in the escalation department and for the first time was requested to send in supporting documentation around the divorce. I was told to expect XXXX business days XX/XX/XXXX Uploaded the requested documents. They didnt actually tell me which documents to send, but I sent : -My receipt from the Recorders Office XXXX XX/XX/XXXX -Recorded Real Estate Tax Affidavit -Final Divorce Decree -Settlement Agreement -Notarized and Recorded Quit Claim Deed XX/XX/XXXX Received an email from XXXX stating they had received the documents, and I called the same day to urge them to put as many flags and notes marked expedite or urgent to XXXX as possible XX/XX/XXXX Called on the XXXX business day and was told that the person who said XXXX business days was mistaken, but to please wait for XXXX response. I told them that if I didnt hear back by the new year, I will file complaints with the CFPB and BBB. 

XX/XX/XXXX Called to check in on any progress. None. I re-explained my story to a very nice lady at the escalation department who was sympathetic and said that she would write in as many notes as she could to further my claim. I also read her some excerpts from this article : https : XXXX XX/XX/XXXX Called to inform LoanCare that I wont wait any longer and will file complaints with the CFPB and BBB. After discussion with the agent ( who was on her XXXX day at the job ), I was informed that there are no mechanisms in her system that lead agents to remove anyone from a loan without the remaining owner being required to refinance, including death and divorce. I was also told that there were minimal notes written on XX/XX/XXXX, which included the above agent telling me that my claim was denied. I dont recall her saying this, unless she was referring to the XX/XX/XXXX letter. 

XXXX has never communicated with me directly. 

I dont believe that I have, or ever had an assigned XXXX XXXX. 

SUPPORTING LINKS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I understand that my loan fits the successor of interest definition per section XXXX of the XXXX XXXX XXXX XXXX and refer to XXXX CFPB XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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