Consumer complaint received 2021-08-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: NC

Complaint narrative:
Earlier in the year ( around XXXX  ), I started conversations with my mortgage servicer ( lakeviewloanservicing ) about removing my PMI. The first agent who I spoke to regarding the amount I need to pay to remove PMI put me on hold and never came back. The next one gave me a number ( {$11000.00} - see XXXX statement attached ) and told me to pay to principal and then to send a subsequent email to ask to remove PMI. I conducted the exact tasks and then saw no movement and the PMI remained and I received a letter over a month later saying it can't be removed but no clear explanation why. So I spoke to another agent who gave me a different quote ( saying it should be 78 % instead of 80 % ), then another agent that gave me yet another quote. I then spoke to a supervisor to explain that nobody is able to tell me what to pay to remove this PMI. The supervisor also didn't know and had to open a ticket as they did not know how to calculate the amount to remove my PMI. They eventually send me a table from XXXX XXXX and told me to work it out for myself. While this is going on, I have incurred 2 more rounds of PMI payment. I finally figure out the amount myself from the Fannie Mae table and paid yet another large amount ( more than double the original quote - i paid another $ XXXX - see XXXX statement ) at the beginning of XXXX. I finally got a letter mid XXXX to say it has been removed. My payment due for XXXX then dropped by {$200.00} ( the PMI amount for my XXXX payment - due XX/XX/XXXX ) then during XXXX I get an escrow analysis letter saying my payment for XXXX is jumping up by {$270.00} ( see XXXX statement ), partially for property taxes but the PMI reappeared. I complained yet again and they said it needs 30 days from PMI removal date to reflect in my escrow. We get to 30 days later and its still there so I call again and they said they will have it removed by mid XXXX. my XXXX XXXX it hadn't been removed so I call again and they say they will escalate it to be resolved within 24-48hrs so it doesn't end up in my XXXX payment. They didn't and now I have had to pay the extra {$200.00} yet again for XXXX. 

I can not seem to get this company to remove my PMI although I have paid all the amounts required. They keep promising but it is not going away and it is costing me {$200.00} per month. I have now overpaid PMI for many more months than I should have ( between them not being able to calculate the amount and then when I finally figure out the amount they cant seem to administer it ). I called again today to ask why it still hasn't removed and they are now saying XXXX due date to get it resolved. I explained that it should have been resolved in 24-48hrs as promised and I have been on hold for over 30 mins so I think they have basically left me hanging again without a resolution.

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