Consumer complaint received 2020-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX

Complaint narrative:
We have our Mortgage through Lakeview Loan Servicing XXXX. XXXX XXXX XXXX XXXXXXXX, VA XXXX. We have an escrow account set up with them that holds our money for taxes. Our current county XXXX County in Texas separated mine and my husbands tax acct because at the time of our filing last year we were not married. ( Supposedly it's a process the tax office does ). They sent both my Husband XXXX XXXX and My statements to the Mortgage company to be paid. My husbands was paid but mine was not. We received notice of this in XX/XX/2020 when Taxes weren't paid on the property fully. We called our Mortgage company to make them aware. We had to send in documentation of the statement and they said they would take care of it and get it paid. We then went to the tax office to verify our standing with them so a lien would not be put on the house. We received another letter of an outstanding balance in XXXX and called the Mortgage company again to be told that they had the info, they were working on it but with COVID they were experiencing less staffed workers so it would take some time. Then again in XXXX, same thing. Called them and they said it's a process and it takes time. By XXXX we received the same thing. Called and again same thing with them. By XXXX my husband was working with another company and lady to refinance our home to get our interest rate lowered so our payment could be lowered. When it came to the beginning of XXXX she told us that our taxes on the property were outstanding and that in order to refinance with her we would need to pay them. Mind you in XXXX I was reassured that we would not be responsible for any penalties associated with unpaid taxes as it was not our fault they were not paid because we have an escrow acct set up to pay these for the property. Next part is going to have to be a long story short. I got a letter and another outstanding bill that taxes weren't paid and now a lawyer was representing the county against me. Needless to say our penalty fees at this time had accrued well past {$1000.00}. I called and was on the phone 10 hours total between 2 days with the mortgage company for multiple people to tell me that those taxes would not be paid due to the statement being in my name and I was not on the loan only on the deed. I explained to them that that information was incorrect. It does not matter who the name is on the statement is, all that matters is that those taxes are due on that property that they hold the mortgage to and that an escrow acct is set up for. Multiple times I was told this and told there was nothing more they could do and hung up on. I kept calling back and each person I spoke with told me the same thing. I then paid the taxes myself so that I would not accrue any more fees and that my brand new house would not have a lien on it due to nothing of my fault! I then called back the next day and argued with more rude representatives that tried to also explain to me that they will only pay one tax bill and they already paid my husbands so they won't be paying anymore which to what my response was, you don't get to decide the amount of taxes that are due on a property, you pay the bills that are associated with the account you hold. I then finally was transferred to a supervisor named XXXX ID # XXXX who was actually the most helpful rep I spoke to. He tried to tell me the same line of XXXX that they wouldn't pay it if my name was on the bill. I then explained to him what I said earlier and he then asked me to hold. I told him that I was filing a complaint with the CFPB and they told me that they were in the wrong and that this is a default on their part and that if I could allow them 7-10 days and they would get it taken care of. They did send me a check and it was {$500.00} short for the penalty fees they owed me for paying. Spent another 3 hours on the phone arguing with them because the escrow analysis I requested showed different from what the supervisor kept trying to tell me it was. Now we found a discrepancy with our escrow analysis and was told we needed to talk to a different department. Was hung up on again and now the number they gave us for the department we supposedly need to speak with does not go through. I am in the middle of all this chaos and was suggested to file a complaint. I would like to take legal action against them and just wanted this complaint filed and more advice of where to go from here because now I am unable to refinance and not be with their company anymore. Ps. I also just receive another letter from another attorney for the water tax company being represented against me.

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