Consumer complaint received 2019-08-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: VA

Complaint narrative:
Spoke to a representative regarding the payment due XX/XX/XXXX. Representative stated that fees would be waived and if a payment of XXXX was paid, the mortgage would be up to date. Fees were not waived, and additional fees were applied. Since that point each time the payment is made it is applied to a suspense account because fees were not in fact waived as we were told. An additional XXXX was charged on the XXXX XXXX statement because of this. An additional two hours were spent attempting to rectify this matter with Lakeview Loan Servicing, LLC to no avail. Again, we were promised that the fees would be waived and that the regular monthly payment ofXXXX would be all that is necessary to be current.  The fees were not waived.  We were contacted yet again from the collection department stating that we needed to make a payment. We were originally set to pay XXXX so that we would not be inaccurately reported to the credit bureaus as delinquent. That payment was canceled when we were assured by a Lakeview Loan Servicing, LLC representative that only XXXX plus a XXXX difference would need to be paid. We again complied so that we would not be penalized. In XX/XX/XXXX, yet another late fee has been assessed. In another attempt to clear the situation, we reached out to Lakeview Loan Servicing, LLC. This is now the 4th month in a row we have requested remediation and no corrections have been made. Because the payment of XXXX still showed as past due because of fees not being waived, I had to pay an additional XXXX to make the payment. I attempted to make a payment of XXXX online but I was unable to make this directly to the balance due. During this request, I was advised (AGAIN) that fees would be waived and that a payment of XXXX would take care of fees we were somehow responsible for, AND would ensure the payment made of XXXX for XXXX   would suffice. This time the account reflected XXXX in fees that would need to be waived.We called again on XXXX XXXXh and were told that the case should be settled on XX/XX/XXXX. We called yet again on XXXX XXXX and the representatives simply tried to collect a debt and stated that they were unable to help. On top of the fees that continue to accrue due to months of false statements from Lakeview Loan Servicing, LLC, we have been unable to take advantage of record low rates because Lakeview Loan Servicing, LLC will not show our mortgage as current on a Verification of Mortgage. At this point, we are under the impression that we will not receive any assistance from Lakeview Loan Servicing, LLC. We are fortunate that rates have not risen as that would be additional harm to our financial well-being. We are not asking for the difference in interest of what we could have obtained and what we were being charged. We are simply asking Lakeview Loan Servicing, LLC to stand by their word and waive all fees from April through the present as agreed upon.

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