Consumer complaint received 2026-02-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL

Complaint narrative:
I submitted a XXXX  cancellation request in XX/XX/XXXX. I was instructed by the servicer/XXXX  department to obtain a new valuation ( XXXX ) to determine eligibility for XXXX  removal. I complied fully and paid for the XXXX out of pocket. 

On XX/XX/XXXX, I was informed the XXXX was ordered and that I would receive a call within XXXX business days to schedule the inspection. Over the following weeks, the XXXX  department requested additional information regarding improvements made to the property, including costs and completion dates. I provided the requested information. 

The XXXX report was completed and reflects a current market value of approximately {$870000.00}. The XXXX  department also referenced a contributory value of {$80000.00}, resulting in a combined value calculation of {$860000.00}. Using the valuation, my XXXX is below 80 % and I meet the general requirements for XXXX  removal. 

However, on XX/XX/XXXX I was informed that my XXXX  cancellation request was denied effective XX/XX/XXXX. The denial was communicated without a clear guideline-based explanation, and the reasons provided have been inconsistent and confusing. 

The core issue is that the PMI department is mixing up XXXX different valuation documents and their dates : A purchase appraisal dated XX/XX/XXXX ( original appraisal at time of purchase ), showing a value around {$780000.00}. 

A XXXX  dated XX/XX/XXXX ( ordered specifically for XXXX  cancellation ), reflecting a higher, updated value of approximately {$870000.00}. 

Despite the XXXX being specifically ordered for the XXXX removal process, the XXXX  department continues to rely on the older XX/XX/XXXX appraisal figures and/or misstates which valuation is being used. When I requested clarification and correction, I received generic responses stating that nothing has changed, and that escalation was reviewed by a manager who agreed XXXX  can not be removed, but no detailed explanation, policy citation, or accurate accounting of the correct XXXX  report has been provided. 

Additionally, at XXXX point my email to the servicers customer support address was rejected as undeliverable, which further delayed my ability to resolve the issue. 

Since XX/XX/XXXX I have repeatedly requested : A clear written explanation for denial, The specific guideline/policy being applied, Confirmation of which valuation document and date was used, A management-level review based on the correct BPO. 

Instead of receiving a clear, accurate explanation, I have continued to receive generic responses and contradictory valuations. As a result of this mismanagement, confusion of documents, and lack of transparency, my PMI cancellation request has been delayed and mishandled for months, and I have continued paying PMI while the servicer fails to properly apply the valuation it required me to obtain.

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