Consumer complaint received 2024-07-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LAKEVIEW LOAN SERVICING, LLC
State: AZ

Complaint narrative:
XXXX and XXXX XXXX 's bank account information was either improperly input by XXXX into its system, and/or was impacted and tampered with due to XXXX 's XXXX breach resulting in a wide array of processing struggles on their XXXX account. The XXXX 's experienced multiple late remarks on their credit in result and ended up paying excess amounts in late/ and return fees as a result. The XXXX 's have since identified the root issue and have taken initiative in resolving the matter as well as satisfying the balance on their end of their XXXX account. They wish to have these late remarks removed from their credit, as this situation would have not occurred if their information had not been compromised during XXXX 's data breach, and/ or if proper communication and services were carried out with representatives of XXXX. 

DATA BREACH INFORMATION : OCCURED ON XX/XX/XXXX, XXXX TOOK ACTION ON XXXX XXXX, XXXX. 
INFORMATION POSTED TO THE PUBLIC ON XX/XX/XXXX. 

DETAIL : PRIVATE IDENTIFIABLE INFORMATION LEAKED WHICH LEAD TO FRAUD ON PERSONAL AND JOINT BANK ACCOUNTS. ALSO, THE BEGINNING ON THE ACCNT NUMBER NOT BEING INPUT INTO XXXX  SYSTEM PROPERLY. 

XXXX informed XXXX and XXXX via email of a data breach where XXXX their personal and identifiable information ended up being leaked/compromised. This caused fraud on both joint and personal accounts for XXXX XXXX. By XXXX, both XXXX XXXX 's bank account cards, and her personal bank account had to be closed. These occurrences were not the main reason alone for the XXXX late payments reported on XXXX and XXXX XXXX 's credit and account, but they did affect the situation later on in the situation. 

ORDER OF EVENTS : In XXXX, XXXX called XXXX with some concerns regarding the above data breach. The XXXX at that time informed her that there appeared to be an additional XXXX on the bank account information associated with payments on her mortgage account. XXXX provided the updated bank account information to the XXXX to input into the system. XXXX and the XXXX then set up an auto payment for the account for monthly payments moving forward using said updated account. XXXX received an email indicating these account updates were indeed made. ( REFERENCE XX/XX/XXXX BANK ACCOUNT UPDATED EMAIL ATTACHED ) Come XXXX, the auto payment didn't go through for the month of XXXX. XXXX, in good faith, figured it was pending or taking additional time. Come XXXX, the funds still remained in the account, and on the XXXX she nervously submitted an additional online payment to get XXXX paid up. This payment was reversed with funds still available to cover payment. Moving forward, this situation continued from XXXX. The autopayments didn't come through and the additional online payments submitted by XXXX kept getting reversed with funds still available in the account. At this point XXXX called XXXX frustrated about why the payments kept getting reversed with available funds in the account. She then paid all the payments due on the phone with her debit card associated with the same bank account ; at which time all payments went through and she thought the situation was behind her. She also had the XXXX verify if they had the correct bank account information, which the XXXX assured her that they did. Unfortunately, the same situation continued to occur in XXXX and XXXX with payments being reversed using the online payment option. Come XXXX, XXXX called XXXX again, very frustrated, explaining the start of this situation beginning with the data breach and account information not accurately saved/input into the system causing a waterfall of late/ returned fees and payments not processing as they should. The XXXX at that time informed XXXX that her account was not able to receive payments via the online payment platform anymore due to the previous reversal issues. This is the first time XXXX was notified of this. The XXXX then told XXXX to submit payment via XXXX XXXX through her bank. After said conversation, XXXX set up XXXX XXXX and sent XXXX and XXXX 's payment on XX/XX/XXXX. This payment cleared but was processed by XXXX later in XXXX. Then, fraud from the suspected XXXX breach began to cause issues on XXXX 's personal and joint accounts, leading to closure of accounts and associated cards in XXXX. This resulted in XXXX 's payment having to be postponed until XX/XX/XXXX, when it could be completed on the bank accounts XXXX XXXX. Funds had to be moved into the appropriate account after fraud was corrected. A handful of days later, the XXXX XXXX XXXX followed to completely catch up on all monthly account payments. XXXX pay will be used for payments moving forward in order to not run into the same situation again. 

PLEASE SEE SPECIFIC DETAILS BELOW : XXXX CONVO WITH REP- UPDATED ACCOUNT NUMBER WITH REP ON PHONE. CONFIRMED ISSUE WITH INCORRECT ACCOUNT NUMBER BEING ASSOCIATED WITH ACCOUNT. HAD AN ADDITIONAL XXXX ACCORDING TO REP AT THIS TIME. SET UP AUTO PAYMENT WHEN CORRECTING ACCNT INFO. 
( INPUT EMAIL OF UPDATE FROM XXXX )

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