Consumer complaint received 2025-08-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: LAKEVIEW LOAN SERVICING, LLC
State: TN

Complaint narrative:
Our mortgage company was XXXX XXXX. They sold our mortgage to Lakeview service XXXX. In XXXX we got a letter saying our escrow was in the hole so our FIXED mortgage was going up. I called to ask what it was in the hole so we could pay it and keep our mortgage the same. They said if we pay {$850.00} to our escrow it will knock our mortgage down to XXXX. I asked why it couldn't go back to our XXXX. And they said it was because of our property taxes. I sent and XXXX ( escrow ) check with the XXXX ( the mortgage payment ) on XX/XX/XXXX. Close to the end of XXXX I got a letter that said our mortgage was short XXXX. I called immediately and was told they have a payment for XXXX. I said that's not right I sent a XXXX check for my mortgage. They couldn't explain how my mortgage was short XXXX but they got XXXX and our mortgage is XXXX. That's not XXXX short. I went to my bank and got proof of the check. The customer service rep tried to say my payment was late.Customer service told me to get proof and email it. On the check it said that the XXXX was deposited on XX/XX/XXXX electronically and the XXXX on XX/XX/XXXX. We have from XX/XX/XXXX to XX/XX/XXXX. XX/XX/XXXX would be late and they were both deposited for XX/XX/XXXX. I called the customer service back after I saw the proof that they were in the right account and they said give it some time for them to research it. XX/XX/XXXX I called them back. They continued to say I never paid the XXXX I demanded that they find my payment. On that call they said they didn't apply my escrow cause it was {$0.00} short. And told me because of that my mortgage would be XXXX. I asked if I paid the XXXX XXXX will it go back to XXXX. I was then told it was never XXXX it was XXXX. That made me mad cause they kept changing the amount but I said whatever I'll pay it. I sent 3 checks the XXXX payment of XXXX the remainder of my escrow XXXX XXXX  and the remainder of XXXX payment XXXX. I sent all three checks on XXXX first. XX/XX/XXXX I went to the bank and they saw that all the checks were deposited on XX/XX/XXXX. OK cool. I call them on XX/XX/XXXX. The automated system said I still owe XXXX for XXXX. One how did it jump XXXX XXXX. Two I sent XXXX payment and it was processed on XX/XX/XXXX. So I asked to speak to customer service. The customer service representative said they found the XXXX on XX/XX/XXXX but since they didn't find it till XX/XX/XXXX they tacked on a late fee and took that late fee from my XXXX payment. And then continued to tell me when I snapped that if they add my late fee back on to XXXX that would put my payment at only being XXXX. I said no my check was XXXX not XXXX. I asked to speak to a manager but they couldn't find one. I created an account online to see what the heck was going on. And they have the XXXX as unapplied and applied my XXXX payment to my XXXX payment. And have that my payment was 35 days late which I a complete lie. My XXXX payment was processed on XX/XX/XXXX to the same account as my other payments. This company and their employees are scammers! And on the call on XX/XX/XXXX I was told with out me paying my escrow off my monthly payments was XXXX. Which is completely different from what they told me on XX/XX/XXXX. Every time I call they rumble out different numbers. This is ridiculous. I'm thinking about getting a lawyer. Also my loan is a va loan and supposed to be fixed

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