Consumer complaint received 2025-02-27 00:00:00
Product: Mortgage — Conventional home 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: AZ

Complaint narrative:
In XXXX of XXXX, I was in the process of applying for a forbearance for my mortgage due to a short term XXXX claim. Before I was able to submit my application XXXX, my mortgage servicer at the time, my loan was transferred to XXXX XXXX, as of XX/XX/XXXX. Knowing that starting the application process over again with XXXX XXXX would take time, and not wanting to become delinquent on my mortgage payments, I called XXXX XXXX the day I found out about the transfer ( I believe it was XX/XX/XXXX or XXXX of XXXX ), to make my XXXX mortgage payment. On that call I was told that XXXX XXXX they did not have my account set up yet, so I would have to call back on XX/XX/XXXX to be able to make payment. When I inquired if there would be any late fees or credit reporting for paying on the XXXX, I was told NO, and that I actually had " 60 days to make a payment '' with no repercussions. I clarified multiple time with the agent about this supposed 60 day " grace period '', and I was assured that there would be no penalties. Due to being on short term XXXX until XXXX, I found this news to be a relief as I was only receiving a portion of my regular pay while on leave, and our mortgage payment is over {$4000.00}. I figured this would solve the problem and we would make our first payment with XXXX XXXX once I was back to work receiving my full pay again. To my surprise I began receiving delinquency letters from XXXX XXXX before the 60 day grace period had ended. I immediately called XXXX XXXX to find out what was going on, and found out that when the XXXX grace period ends, I would be responsible for XXXX and XXXX payments. The total to bring my mortgage current was over {$8000.00}, which we were unable to pay at the time. I questioned why the agent would not have told me that the first payment if made after 60 days would be two payments. I explained to another agent that I was misled to believe that my FIRST payment had a grace period of 60 days. I then told then agent I could not pay that amount and I was advised to apply for a loan modification. I was given a " point of contact '' with no direct number or email, only the general 800 number for XXXX XXXX. If i wanted to talk to my assigned point of contact, I could only request call from her and then hope that when she called me back I would be able to answer. I explained to many agents that this is hard because I work full time as an XXXX and I can not always answer the phone. I had yet to speak with my assigned point of contact for my loan modification until today XX/XX/XXXX. Through XXXX and XXXX, I would speak to XXXX different agents when calling with questions about my application. I was told completely conflicting information from agent to agent including advise to not make a payment to XXXX XXXX while in the Loan Modification application process as it would delay any approval. On XX/XX/XXXX I was told by an agent that my application was complete, no further documents were being requested and that it was in underwriting and that I can relax, not to worry, " XXXX XXXX does not want to take your home '', they just want to make it possible for you to make your payments and get back on track. I was told that the XX/XX/XXXX deadline stated in the demand letter was " null and void '' and that I would hear back from XXXX XXXX in 30 days with information on my new loan structure. Feeling weary of the process I called the next week on XX/XX/XXXX to follow up, on that phone call I was told that my application had been rejected on XX/XX/XXXX ( the same day as the previous phone call ) due to lack of requested documentation. This made no sense because I had in writing that my deadline to get all requested documentation in was XX/XX/XXXX. Also that my XX/XX/XXXX deadline for payment or else foreclosure still stood. This was completely contradictory of what I was told by the other agent and if I had done as instructed which was to wait 30 days for my approval of my loan modification the deadline would have come and we would have been in foreclosure without any knowledge. When I asked how can they reject my application for insufficient documentation if the deadline had not yet been passed yet? and Why was I not just asked for what else was being requested since I was still within the time to get the application completed? This agent told me that he " was sorry '' and that all we can do now is move forward. He stated he would escalate the application and that most likely would pass the application process and go straight into review with no further paperwork needed. on XX/XX/XXXX I saw that XXXX XXXX had sent me the application for Loss Mitigation once again. I called to see why I had received the application again, and I was told that I had to start the process all over again, with a completely new application and new supporting documents. At this point I requested my call be escalated. I spoke with a supervisor who was made aware of all of this, but the call ended with no resolve. I was advised to comprise an email with the names and dates of the calls where I was given wrong information, and that they would review the calls, then I would receive a letter in 30 days letting me know the outcome. I asked the supervisor the possible outcomes and she said they would most likely conduct more training with their agents, but nothing was to be done for me regarding what I had been through or the dire position I had been put in. The supervisor did advise me to make a payment no later then XX/XX/XXXX and another before XX/XX/XXXX to avoid another demand letter threatening foreclosure. On XX/XX/XXXX I called to make a payment via phone with an agent, during this call after I made the payment I clarified once again when the next payment should be made. This time I was told to not make a payment until the end of XXXX so I could qualify for the deferment program by having 60 days of delinquency, adding to my confusion. On XX/XX/XXXX I received a call from my assigned point of contact for my loan modification application. This would be the first time talking with her since starting the loss mitigation process. When I explained what I had been told in XXXX regarding the 60 day grace period she stated oh my goodness, I would have never worded it that way to a customer!, agreeing how misleading it was. Once again for about the XXXX time I explained what I had been through, I requested this situation be escalated. I also requested that with a commitment to bringing the account current in XXXX, that my negative credit reporting be withdrawn because would not have had a single missed payment if it was not for the XXXX XXXX agents I had been speaking to starting with that first call in XXXX. I was told that no promises can be made and its not likely that will happen but she will escalate it none the less. I am appalled that this company has been able to confuse me with such conflicting and misleading information that I have gone from never missing a payment on a mortgage or rent in my life, and being a responsible contributing member of society as an XXXX, to being hounded by demand letters and threats of my house being taken away.

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