Consumer complaint received 2025-05-26 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
The purpose of this letter is to file a complaint about deceptive practices and discrimination initiated by Lakeview by XXXX. Specifically, Lakeview by XXXX has made an error which increased my monthly payment by XXXX dollars and has offered no resolution or taken accountability for the financial situation that they have put me. 
The error was made on my escrowed taxes for the year of XXXX which has negatively impacted me both financially and emotionally. The total error which impacted my escrow negatively was {$7400.00}. 
I was recently notified through mail on or around the beginning of XX/XX/XXXX that my escrow was short by {$7400.00}. The shortage was to increase my monthly payment by nearly a XXXX dollars a month with an effective date of XX/XX/XXXX. 
Since receiving this letter I have called numerous times to Lakeview by XXXX and have been told the following with no follow up communications from Lakeview by XXXX. 
XXXX. During my first call to Lakeview by XXXX on XX/XX/XXXX, I was told that the XXXX XXXX XXXX notified XXXXLakeview that XXXX was 1XXXX XXXX XXXX XXXX XXXX XXXX XXXX verification form. I never received notification from Lakeview by XXXX or the appraisal district of this change. During the same phone call, I was transferred to a member of an escalation team who then said there was no form or documentation in my file. If this response was true, I would have received a letter from the appraisal district regarding the changes to my tax exemption status. During that same call, I requested a copy of the XXXX party verification document and for it to be noted that I am requesting it sent to my residence by mail. Even though I was just told that the document did not exist, I made the request for it to be mailed to me because if the call is recorded, then the call will reveal that the prior representative was providing false information. I never received a copy of the document requested. At the end of that call, I was told that this was going to be sent to an escalation team who would then get back to me by Friday, XX/XX/XXXX. No one did. 
XXXX. On or around the XXXX of XXXX, I took time off from work and went to the XXXX XXXX XXXX and to the office in XXXX TX XXXX While at the XXXX XXXX XXXX they stated that the only documents they have is my initial request for my homestead exemption application. Nothing else was in my file. I was then told to go to the XXXXXXXX XXXX XXXX XXXXXXXX XXXX for any other questions. I then asked for an extension of my time off due to having to go to another office. At that office they provided me with tax bills that were issued to XXXX/Lakeview and were paid by Lakeview by XXXX XXXX. Neither office has any letter that was to go to me or my mortgage company stating that I was tax exempt or reversing their decision for me to be tax exempt, which is what Lakeview by XXXX has responded to me as their position in this matter. 
XXXX. About a week went by when I called Lakeview by XXXX to let them know of my visit to the appraisal district and that the document your representative was in my file was not in my file with the tax office. Your representative lacked candor in this matter and misrepresented the company with unsubstantiated rhetoric. 
XXXX. These transpired days after I needed to pay an additional {$1000.00} a month for my mortgage payment and the thought of the increased payment caused me XXXX  and stress. When I called again, I was transferred to someone on the escalation team who said that they can try to help me get the shortage of the escrow spread out over the next XXXX years. I said that the increase was unaffordable on my single monthly salary. I communicated to the companys representative this was an administrative error made by YOUR company and I wanted a plan I could afford to request it be spread over 3 years. 
XXXX. Shortly after my call, I received a letter stating my mortgage was increasing close to {$510.00} a month instead of {$1000.00} because the escrow shortage was spread over XXXX years. My request for a three-year spread was denied with no explanation. I strongly believe that if the escrow shortage was able to be spread over XXXX years that my payments would be more affordable for me. 
XXXX. I called again to let them know that the XXXX year spread for my escrow shortage was not what I requested as a remedy to resolve this situation. It is my position on this matter I need to be accommodated as a customer. This has caused me financial hardship due to the administrative error made by Lakeview by XXXX. I was told again my concern would be sent to an escalation team and that someone would be contacting me. 
XXXX. On XX/XX/XXXX spoke with someone after not receiving a response from Lakeview by XXXX after XXXX weeks lapsed and was told that my request was denied. I asked to speak to someone regarding the same matter. I explained my situation and how it was never resolved with any answers or call back from anyone. During this call I was told that once again the issue was going to be escalated. They told me that the outstanding escrow which was an administrative error can be placed at the end of my note through the process of a mortgage counseling review and that it would be escalated. I was also told that because this was an administrative error made on the part of Lakeview by XXXX that I would not need to apply for this request as usual as I was put in this financial hardship because of Lakeview by XXXX error. 
XXXX. I then received XXXX letters in the mail dated XX/XX/XXXX and XX/XX/XXXX, XXXX stating that they received my application for a Loss Mitigation review. The second letter stated that my application for the review was missing all necessary documents to proceed with which I was told I wouldnt need this because it was an administrative error on Lakeview by XXXX part. The letters I received contradicted the conversation I had with the person on the phone. 
XXXX. On or about XX/XX/XXXX after receiving this information and getting responses from your representatives with verbal promises that never came to fruition I called and asked to speak to a supervisor and to record the call. When the first representative came on the line, I was told that the call was being recorded. I mentioned that I too was recording the call. Immediately I was told that I could not record the call on my end. I requested to please be transferred to a supervisor. Over an hour later I spoke to a gentleman named XXXX who said he was a supervisor. Discussing my issue once again he mentioned that my case had been closed. I said XXXX calling regarding the same matter that has always been the same matter since XXXX. Theres been no resolution made to close the case. XXXX changed focus only on finding out why my status was changed to XXXX XXXX XXXXx exempt. During this conversation he says, I see here looking at the notes that we spoke with XXXX at the XXXX XXXX XXXX XXXX XXXX who said I was XXXX XXXX XXXX. I said that is weird, so we have gone from a missing XXXX party verification form now to a call saying to change my homestead exemption tXXXX XXXX XXXX XXXX  XXXX, Lakeview by XXXX XXXX  representative on this matter, provided no last name and said he had no call back number or extension. He stated he would call me back once he received a response from a department that holds correspondence letters to see if they can provide him with a copy of this XXXX XXXX verification form previously mentioned. XXXX called back at XXXX XXXX that evening to let me know that someone had responded to his request for the information and once he receives it, he will call me back. It is now Wednesday, XX/XX/XXXX and I have not received any notification via phone call, email, or mail.

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 monetary relief