Consumer complaint received 2025-01-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: LAKEVIEW LOAN SERVICING, LLC
State: MD

Complaint narrative:
( PDF VERSION ATTACHED ) This complaint concerns Lakeview Loan Servicing, which apparently works for XXXX ( although the relationship between these companies is confusing ). My mortgage account number is XXXX. 

XXXXLakeview submitted derogatory information about my payments in XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX to credit reporting agencies. The information is wrong and unfair, and I ask that XXXXLakeview remove it. LakeviewXXXX also impounded payments rather than apply them in part to my principal ( thereby charging me additional interest ) and improperly considered a payment I made as partially a curtailment ( applied to my principal ) rather than applied against my monthly obligations ; I would like these issues rectified as well. 

Although the information XXXX/Lakeview provided me is very hard to understand, and XXXX/Lakeview refused to make someone knowledgeable available to speak with me, there are several issues : ( 1 ) XXXX/Lakeview adjusted my payment upwards without telling me, then impounded at least two subsequent payments ( which were unknowingly {$170.00} short ) rather than apply them to my balance; ( 2 ) because Lakeview/XXXX  impounded payments rather than applied XXXXhem in part to my principal, the principal was higher than it should have been ( and therefore the interest charges greater than they should have been ) and ( 3 ) XXXX/Lakeview improperly counted some funds I paid as a curtailment ratheXXXX than as funds toward my monthly payment obligations. I explain these issues below the best I can given XXXXLakeviews refusal to direct me to someone able to converse with me about them. 

FIRST TWO ISSUES : IMPOUNDED PAYMENTS - I have had the mortgage for many years- I moved from an address in XXXX XXXXXXXX to one in Maryland - Any mail XXXXLakeview sent to the XXXX XXXX address was returned by the Postal Service to XXXXLakeview with my correct address - LXXXXLakeview apparently did not record the correct address, although the Postal Service provided it to them - At all timesXXXX XXXXLakeview had my correct phone number - In XXXXXXXX  I paid {$2600.00} monthly - At some point in fall XXXXXXXX XXXX/Lakeview adjusted my monthly payment upward to {$2700.00}, apparently due to an escrow shortage ( but Im not certain ) - XXXX/Lakeview had, or should have had, my correct address, but sent notice of the change to the old, erroneous address - On XX/XX/XXXXXXXX unaware of the change, I paid {$2600.00}, which was slightly short - Rather than apply the partial payment to my mortgage, XXXXLakeview impounded it and considered it as unapplied funds, meaning XXXX/Lakeview counted none of it towards my mortgage ( and also continued charging interest on the whole balance, rather than the balance reduced by {$2600.00} ) ( this is evident because none of the impounded payment was applied to the principal balance ) ( Lakeview/XXXX account history attached ) - XXXX/Lakeview did not attempt to call me about the shortfall or situation. They apparently sent correspondence to the wrong address one they should have known was wrong but did not attempt to call me. They claim they emailed me, but I didnt receive any email from them about this issue. 

- On XX/XX/XXXX, still unaware of the change, I again paid {$2600.00} ( again, slightly short ) ( note that Lakeview/XXXX account history is wrong, an erroneously lists the payment as {$2700.00} ; I have attached my bank account records with the correct payment amount ) - Once again, because LakeviewXXXX impounded my partial payment, it continued to charge me interest on the full balance, rather than the balance reduced by the payment I made - Once again, XXXXLakeview did not attempt to call me about the shortfall or situation. Instead, it simply sent more correspondence to the wrong address ( and an address it should have known was wrong ). 

SECOND ISSUE : CURTAILMENT - In the midst of the issue described aboveand maybe related to iton XX/XX/XXXX, immediately after I paid {$2600.00} on XX/XX/XXXX, Lakeview/XXXX  took {$2400.00} of funds I had paid and, rather than count them toward either the XXXXXXXX XXXX XXXXXXXX monthly paid, considered them as a separate curtailment - As a result, in XXXX, I owed more than {$5000.00} - Lakeview/XXXX called me about this again, they always had a working phone number -- and more or less said that if I didnt pay the balance immediately my credit would be further damaged - I paid the balance immediately I had no choice and Lakeview/XXXX now considers my account current - I have no idea what happened with the curtailment, including why it happened and, most important, why Lakeview/XXXX  didnt credit those funds toward my monthly obligations ; none of the Lakeview/XXXX representatives would discuss it with me or forward me to someone capable for discussing it My account is now current ; I paid immediately when LakeviewXXXX called me on the phone number that they had ( and always had ). However, they reported derogatory information to the credit reporting agencies. 

I would like : - The derogatory information removed from my credit report ( this is my top priority ) - Refund of the interest paid on the portion of the impounded funds that should have been applied to my principal balance - The curtailment applied to my next monthly payment obligation ( I know that would increase the principal balance, which is fine ) Thank you.

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