Consumer complaint received 2019-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: CT

Complaint narrative:
Today is XX/XX/XXXX. This problem starts in XX/XX/XXXX. I have a mortgage being serviced by XXXX. 

I was notified my insurance was not up to date on XX/XX/XXXX. My policy was in effect ( in fact XXXX paid the bill ) but XXXX claimed not to have a current copy, even though my insurance company assured me they had sent XXXX a copy of the renewal in XX/XX/XXXX when the policy renewed. I contacted my insurance company to request they send another copy which they again assured me they would. 

On XX/XX/XXXX, I received another notice saying my wind peril coverage was not in effect, and that XXXX has ordered coverage. I again had my insurance company send ANOTHER copy of my policy ( XX/XX/XXXX ). This is my own coverage and does in fact have wind coverage stated on the policy. 

My XX/XX/XXXX mortgage billing statement for the XX/XX/XXXX payment reflected an increase in my monthly payment of approximately {$400.00} to cover the now shortage in the escrow account because of the lender paid insurance. I called XXXX and was able to speak with a service agent and explained the situation and was assured the lender insurance would be removed and my account would return to normal. 

My mortgage payments are on auto-payment through my bank and are made on the XXXX of every month. XXXX XXXX payment was made as usual, at the regular payment amount before the {$400.00} increase. 

I received a letter dated XXXX stating that my payment was past due ( the elevated amount ) and I was subject to a {$64.00} late fee as well as possible derogatory credit reporting. I began calling the 800 # to speak with someone regarding this entire mess. I also requested a copy of the Master Insurance Policy from my condo association and uploaded a copy of that to XXXX XXXX website on XXXX, just in case that was what they were asking for even though they never asked for it. 

I began calling customer service in the afternoon of XXXX. The voice recording said the wait to speak with a representative would over one hour. I was not able to wait that long. 

I called again on XXXX in the afternoon and also received the same wait time of over an hour. I called again in the early evening on XXXX and waited on hold approximately 45 minutes until I couldn't hold any longer and hung up. 

I called again late morning on XXXX and received same hour wait. I hung up and called back and tried to go through each available option to speak with someone. The insurance department 's recording says you can speak with someone, however, all the options after that point on the automated system only give you recorded info. There is no ability to speak with an actual human being. 

I called again on XXXX at XXXX, and this time decided to choose the " leave your number and the next available agent will return your call ''. As of the time of this complaint, XXXX on XXXX, I have not received a call back. 

I am beyond frustrated at this time. I do not have the time to spend trying to contact someone at this company over and over to correct something that is their own mistake. I have tried NUMEROUS times over many months to provide the requested information to no avail. I refuse to pay an elevated payment to cover their mistake, refuse to pay a late fee over their mistake, and refuse to accept derogatory credit reporting due to their mistake. PLEASE HELP!!!

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