Consumer complaint received 2026-05-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LAKEVIEW LOAN SERVICING, LLC
State: NY

Complaint narrative:
Issues with XXXX, our Mortgage provider : XX/XX/XXXX : servicing of our mortgage loan was transferred from XXXX XXXX XXXX to XXXX XXXX on behalf of Lakeview Loan Servicing LLC. We did not have an option to decline this action. XX/XX/XXXX : We received a letter from XXXX stating that they had completed our request to add an authorized third party to our loan. As we had not made that request, we contacted them by phone. After they reviewed our account, they informed us that a signed release had been received by them with our account number on it authorizing access on our account to a legal services company in XXXX OH. When we said we had not provided that release or request, they determined that the wrong account number had been placed on the document by the other client, and it differed from our account number by just one digit. They assured us this was simple human error and could be easily corrected. We spoke with a supervisor who said the same. We questioned how that request had been acted upon by XXXX when it obviously was in someone elses name with our account number. We asked why they did not have a process in place to verify the account number with the names on the account. They promised to look into it, and we requested written follow up. The only follow up we got was a confirmation that the third party access to our mortgage was removed. XX/XX/XXXX : We received two letters from XXXX, one indicating that they had assigned a Resolution Team as the Single Point of Contact on our account. The second letter indicated that they were in receipt of our application for loss mitigation and gave us a list of documents that were required to process the application, including a copy of the Closing Disclosure or Settlement Statement and Sales Contract from the sale of our home. As we had not sold our home and had not applied for loss mitigation, we were extremely upset by this. We have never had a late payment on our mortgage, and are currently paying additional principle every month. We contacted XXXX by phone and were immediately routed to the loss mitigation department. When we questioned how this happened, we were told that XXXX received a faxed document applying for loss mitigation on our account on XX/XX/XXXX. When we said we had not submitted that document, we were told that the document contained our account number in error and that the correct account number differed from our account number by just one digit. Again, we were told this was a simple human error that could be corrected, and nothing for us to worry about. We questioned how that request had been acted upon by XXXX when it obviously was in someone elses name with our account number. We asked why they did not have a process in place to verify the account number with the names on the account. We requested an immediate call back from a supervisor. We never received a call back. XX/XX/XXXX : we called again and were directed to the Loss Mitigation Dept. When we explained the issue, we were told that it was a simple error and could be corrected today. We insisted on staying on hold until we could speak with a Supervisor. We spoke with XXXX who was very rude, would not let me speak and interrupted me constantly when we were trying to explain our concerns. She indicated that the error would be corrected today, so there was nothing else we needed to do. When I questioned the lack of a process that included verifying the name on the account with the account number and requested to speak to a more senior supervisor, she ended the call after telling me someone would be in touch within five days. We accessed our account through the online website, and found a document attached to our account that is a Settlement Statement for the sale of a property in Ohio. Again, a document that should not be part of our account. At this point, we have no faith in XXXX ability to service our mortgage, protect our privacy or our financial interests, or conduct their business in a professional manner.

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