Consumer complaint received 2015-04-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LENDER LIVE
State: CA

Complaint narrative:
I borrowed {$360000.00} from XXXX XXXX for a home loan in XXXX, XXXX. This loan was assigned to LenderLive in XXXX, XXXX. 

On XXXX XXXX, XXXX Lender Live posted a payment of {$350000.00}, but did not apply to principal until XXXX XXXX, XXXX. This extra interest was not refunded. 

After making a {$2000.00} payment in XXXX, XXXX, I requested a payoff amount. It was under {$6200.00}. I made a {$3000.00} payment in XXXX and a {$3300.00} payment in XXXX. This pays off the loan balance and should result in a small refund check. 

There would be no complaint filed if this had gone per plan, but the following actually happened due to the total incompetence of Lender Live : LenderLive sent me a letter dated XXXX XXXX, XXXX stating that I was past due for the XXXX payment with late charges of {$88.00}. I immediately called XXXX the next day to contest this and spoke to XXXX. He asked me to XXXX a statement from XXXX XXXX XXXX with the date and check number of the XXXX payment. I did this the next day, along with a detailed letter from me. The letter from XXXX XXXX XXXX stated that check number XXXX issued to LenderLive for {$3000.00} was made on XXXX XXXX, XXXX and cleared on XXXX XXXX, XXXX. 

I called several times the next few weeks asking for resolution. On one such call I spoke with XXXX and she told me that it had been elevated to XXXX. However, XXXX never called, and I was totally stonewalled from reaching her or any manager at LenderLive. All this time I am receiving daily letters about my past due account. This included telephone calls and even a FAX. I could not stop LenderLive, no matter what I did. 

In late XXXX I sent my final XXXX payment for {$3300.00}. This time I mailed a personal check, rather than using XXXX XXXX XXXX bill pay. It was received and cleared. 

I continued the aggravating sequence of daily calls to XXXX, wasting at least a half hour per call ( during my work time ) trying to resolve the issue. I kept a few names of telephone operators : XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX, and XXXX. They all promised resolution and all failed. LenderLive seemed to be perfectly insulated from any responsibility to help me. My loan was payed off, but the website and operators could never acknowledge this fact. 

In a final act of desperation, I called XXXX XXXX who had created the loan with XXXX XXXX. He passed it to XXXX XXXX at XXXX. She contacted XXXX XXXX, a VP at LenderLive. XXXX made things happen. The mysterious XXXX finally called to say that there had been a big mistake and that LenderLive was re-training their people. I could not get an answer as to why no management staff had contacted me after all the calls that I had made. She offered no explanation, just a thin apology. 

I called XXXX the next day to ask if LenderLive had filed complaints with the credit agencies. She checked and said yes. She said she would " try '' to correct this. 

I just received a check for {$120.00} with no calculation explanation. I want LenderLive to account for this, since I believe it is incorrect. I also want LenderLive to verify that my credit record has been corrected and unblemished. I also want LenderLive to account for why I did not receive a response in the government required time and had to go to heroic efforts through LenderLive executive management to resolve this issue. I also want the notarized reconveyance document. It would also be nice to receive a written letter of apology. 

I believe that LenderLive has acted irresponsibly and has broken the law. I would like to have the CFPB perform a full investigation and prosecute as is required. 

Thank you, XXXX XXXX XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation