Consumer complaint received 2018-12-21 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL

Complaint narrative:
Our home was damaged during Hurricane Michael. In the month following the storm, we the homeowner, paid out of pocket for tarping, emergency remediation and a new roof in order to protect our home and the mortgage asset. 

All receipts have been sent to the mortgage company ( Lakeview Loan Services ) multiple times, including the insurance company 's third party adjuster that came to the home 3 days after the hurricane and all out of pocket paid in full receipts signed off on by both borrowers. The mortgage company confirmed received all of receipts on XX/XX/XXXX. 

In the days after receipt of the paid in full receipts, the mortgage company has stated that they will not pay any funds unless they receive a letter from the insurance company stating that they hired the 3rd party. As of XX/XX/XXXX, they are stating that they will not reimburse us the borrower for out of pocket expenses until another estimate is done on the home which should have nothing to do with releasing our out of pocket funds. 

Every time we contact the mortgage company, there is some reason that they give us that was not given to us the day prior as to why they are not able to reimburse us from the checks that have been signed and sent to them for our " escrow '' account. Each time we call, they say that " special approval '' is needed from upper management to release our funds as it is not their standard procedure to release money without a contractor. Hiring a contractor should not have any baring on the mortgage company reimbursing us for money that has already been paid out of pocket by the borrower to protect the home from further damage ; we are not far enough in the process to even begin hiring a contractor and being to repair our home based on the financial strain that being out of pocket this amount of money for this long as put on us. Our out of pocket expenses were included in supplemental checks that were sent, separate from the original estimate check and the mortgage company is still refusing to send reimbursement for out of pocket expenses. 

When we have asked to speak to a supervisor, we are told that no one is available in the office and that we would have to request a call back and it would take 24-48 hours. Also, every time we submit a document or call into the customer service line, we are told 7-10 days before they can confirm receipt of documents and then another 7-14 days for a decision. We are almost three months after the hurricane and still out of pocket {$40000.00} that our mortgage company is refusing to reimburse us for although the insurance company has issued the checks from their side and confirmed that the money is rightfully due to us the homeowner. 

The breakdown of charges are as follows : Emergency Tarping Services : {$2300.00} Remediation Services : {$21000.00} New Roof : {$16000.00} TOTALING : {$40000.00}

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