Consumer complaint received 2020-07-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX

Complaint narrative:
I received an email on XX/XX/2020 telling me that I qualified for a VA XXXX because of my perfect payment history and the fact that they service my loan. 

Here is the email I received : XXXX XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX  to me Hello Mr. XXXX, My name is XXXX XXXX XXXX I am a licensed mortgage loan originator and I work in the mortgage retention department with Lakeview Loan Servicing , LLC. I was reviewing your account and was able to confirm you currently have made 6 on-time monthly payments to Lakeview. As you may already know, this qualifies your current mortgage for a VA Interest Rate Reduction Refinance Loan. This is a simple interest rate reduction program available because you make your monthly mortgage payments within 30 days of the due date. 

Lakeview owns the mortgage servicing rights of your loan and has chosen XXXX XXXX to collect your monthly mortgage payments, and manage your escrow account on our behalf. Since we own the servicing of your loan, we can offer this interest rate reduction program with no origination fee, no underwriting fee, and no processing fee. 

Please call or email me so I may help you with this opportunity.

BENEFITS of refinancing with Lakeview Loan Servicing : 1. No origination fee, no underwriting fee, no processing fee 2. No appraisal 3. No minimum credit score 4. No income check 5. Monthly savings Thank you, XXXX XXXX, XXXX Mortgage Loan Originator Lakeview Loan Servicing , LLC XXXX XXXX XXXX   XXXX XXXX. XXXX XXXX  XXXX XXXX, FL XXXX Phone : ( XXXX ) XXXX XXXX : ( XXXX ) XXXX NMLS # XXXX / Company NMLS # XXXX XXXX Equal Housing Lender On XX/XX/XXXX after sending the second mortgage statement, the loan officer said that his operations needed to pull credit because of my second mortgage. I told him that he could send a verification of mortgage. He said that was not possible and that the only way for them to fully approve my loan was to pull my credit. 

After the credit was pulled and several days later, I was told that they couldn't approve my loan because back in XXXX I didn't make a payment ( which should have been part of the forbearance ) and that they were going to have to deny my loan. 

I spoke with XXXX XXXX NMLS # XXXX who is the direct supervisor to XXXX and said that she stands by his actions and that pulling the credit was necessary, she also said that the credit pull was going to be reversed " as if it never happened '', which to cover up their mistake. I asked to speak to XXXX XXXX NMLS # XXXX who has yet to return my call from XX/XX/XXXX. 

Upon my insistence about Lakeview Loan Servicing LLC NMLS # XXXX being in the wrong, their Compliance Department Director, XXXX XXXX called and said that they could't/would n't do anything. She asked for a copy of the email that I received and said that she would escalate to her management and haven't heard back.

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