Consumer complaint received 2026-03-11 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: FL

Complaint narrative:
In XX/XX/year>, I was actively following up with XXXX regarding a refund request tied to a curtailment payment of {$2100.00} made on XX/XX/year> toward my mortgage principal. On XX/XX/year>, I submitted the requested bank statement documentation in accordance with XXXX written instructions. XXXX had instructed me to submit the documentation by replying to the customer service email and attaching the bank statement. I followed those instructions and sent the requested documentation. Later on XX/XX/year> at XXXX XXXX, XXXX Customer Service confirmed in writing that my inquiry had been received and that the request had been forwarded to a team of specialists experienced in resolving the request. In that same email, XXXX stated that the expected completion date for the review was XX/XX/year>. On XX/XX/year> at XXXX XXXX, after the expected completion date had passed with no update, I sent a follow-up email requesting a written status update regarding the refund request and confirmation of the expected refund date. On XX/XX/year> at XXXX XXXX, XXXX Customer Service responded in writing stating : Our record shows payment in question returned per notes from cash team. Because no funds had been received and no refund activity appeared in my account, I sent another written email on XX/XX/year> at XXXX XXXX requesting additional information verifying the refund transaction. In that email I specifically requested : The exact date the refund was processed The method used to return the funds, including whether it was sent by ACH deposit or paper check If issued by ACH, the date the funds were transmitted and the ACH trace number If issued by check, the check number, issue date, and mailing address used Documentation confirming the refund transaction within XXXX servicing system Confirmation of the receiving method and where the funds were sent Internal documentation or servicing notes reflecting the statement that the payment had been returned per notes from the cash team Documentation identifying the specific ledger entry within the servicing system where the refund was issued XXXX did not provide the requested written documentation. On XX/XX/year> at XXXX XXXX, I sent another written email because the documentation I had requested still had not been provided. In that email I again requested documentation verifying the refund transaction and the location of the funds. Specifically, I requested : Written confirmation of the exact date the refund was processed Documentation confirming the refund transaction within the servicing system Documentation confirming the method used to return the funds If the refund was issued via check, the check number, issue date, and mailing address used If the refund was issued via ACH, the ACH trace number and transaction date Documentation confirming where the funds were sent Documentation identifying the ledger entry where the refund was recorded within the loan servicing records Confirmation of the location and status of the funds if the refund had not yet been disbursed XXXX again did not provide the requested written documentation. Instead, via email on XX/XX/year> at XXXX XXXX, I was instructed to contact customer service by phone. On XX/XX/year> at approximately XXXX XXXX, I called XXXX Customer Service as instructed. This phone call lasted approximately 30 minutes. During that call, the representative stated that refunds are mailed by paper check. However, the representative was unable to provide the documentation I had already requested in writing. I was not given a check number, issue date, mailing address, ledger entry, or documentation confirming that the refund had actually been processed. During this call, a new refund request ticket was submitted, and I was told there was an expected completion date of XX/XX/year>. During the same call, the customer service representative confirmed that she could see the bank statement documentation in the system and stated that she attached the bank statement to the new refund request ticket. On XX/XX/year> at XXXX XXXX, XXXX Customer Service sent another email requesting that I provide a bank statement showing that the payment had cleared my bank account. This was the same documentation that had already been submitted on XX/XX/year>. Because XXXX was requesting the same documentation again, I sent an escalation email on XX/XX/year> at XXXX XXXX requesting immediate review of the refund request and the documentation already submitted. In that email I documented that the issue had been ongoing for more than seven weeks and requested : Immediate review of the refund request and the documentation already submitted Review of the existing ticket and attachments already provided Confirmation that the documentation submitted on XX/XX/XXXX had been received and reviewed Direct written communication from the Resolutions Department or another individual with authority to resolve the issue Expedited processing of the refund Contact information for the person or department handling the escalation Later that day, on XX/XX/year> at approximately XXXX XXXX, I participated in another phone call with XXXX that lasted approximately one hour. During that call, I requested to speak with the XXXX Department and was then transferred to a supervisor. During this call, both the XXXX representative and the supervisor informed me that the documentation I had submitted on XX/XX/year> could not be located internally. This was concerning because XXXX Customer Service had already confirmed in writing on XX/XX/year> at XXXX XXXX that my inquiry and documentation had been received and forwarded to a team of specialists experienced in resolving the request, along with providing an expected completion date of XX/XX/year>. In addition, during previous communications with XXXX Customer Service, a representative during the XX/XX/year> call confirmed that she could see the bank statement documentation in the system and had attached it to the new refund request ticket. Despite this confirmation that the documentation had been received, visible within the system, and attached to the new refund ticket, the XXXX Department and supervisor stated during the XX/XX/XXXX call that they were unable to locate the documentation internally. During this same call, the supervisor provided a different email address and instructed me to resend the documentation there. The supervisor stated that the customer service email address I had been using was the wrong email address, and that this was the reason the documentation could not be located. However, I explained that the customer service email address was the same email address XXXX used to contact me after I submitted the request through XXXX XXXX, and it was also the email address that had originally : Requested the bank statement documentation Acknowledged receipt of my inquiry Confirmed that the documentation had been forwarded to the team of specialists Confirmed that the bank statement had been attached to the refund request ticket Despite this explanation, the supervisor maintained that the documentation needed to be resent to the new email address she provided, requiring me to resubmit documentation that had already been submitted in accordance with XXXX written instructions and previously acknowledged as received. Because XXXX could not locate the documentation previously submitted, I was instructed to resubmit the bank statement documentation again in order for the refund review process to continue. Following that call, on XX/XX/year> at XXXX XXXX, I resubmitted the documentation directly to XXXX as instructed by the supervisor. In that email I requested written confirmation of the following : Confirmation that the documentation originally submitted on XX/XX/XXXX could not be located internally Confirmation that the newly submitted email and attached documentation had been received Confirmation that the documentation had been attached to the refund request case The case number associated with the refund request The date the documentation would be reviewed by Payment Research The date the refund request would be approved for processing The date the refund check would be printed The date the refund check would be mailed and the mailing method used Copies of internal notes, phone call documentation, emails, and mailed correspondence related to this request I also requested that all communications, status updates, and actions taken on the case be confirmed in writing by email moving forward. After sending the documentation to the email address provided by the supervisor, the response still came back through Customer Service, even though I had been told that Customer Service was the wrong department and that the documentation needed to be sent to XXXX XXXX. As of now, despite multiple written requests, multiple emails, multiple phone calls, repeated submission of the same bank statement documentation, escalation to the XXXX Department, and escalation to a supervisor, XXXX has still not provided written documentation verifying that the refund transaction actually occurred or identifying the current location of the funds within their servicing system. The primary issues are : XXXX confirmed in writing that my request was received and forwarded for review, but later stated the documentation could not be located internally XXXX stated in writing that the payment had been returned, but no refund has been received and no proof of refund has been provided I repeatedly requested documentation verifying the refund transaction, but XXXX did not provide it I was required to submit the same documentation multiple times A new refund request ticket had to be created even though the documentation had already been provided Even after being told to send the documentation to a different email address, the responses continued to route through Customer Service Because XXXX has repeatedly stated that the payment was returned but has not provided documentation verifying the refund transaction, and because the company has been unable to locate documentation previously submitted and acknowledged as received, I am concerned that the funds may not have been properly processed or tracked within the loan servicing system. The inability of XXXX representatives to identify the current location of the funds, provide documentation confirming the refund transaction, or produce servicing records showing how the refund was processed raises serious concerns regarding the handling of borrower funds and the accuracy of the loan servicing records. I am requesting that XXXX conduct a full internal review of this matter and provide written documentation identifying where the funds are currently located, how the refund was processed, and why the previously submitted documentation could not be located internally.

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