Consumer complaint received 2026-03-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LAKEVIEW LOAN SERVICING, LLC
State: TX

Complaint narrative:
I am writing to formally file a complaint regarding the handling of my loss mitigation request, including materially inaccurate information provided by your representatives, inconsistent servicing, and lack of transparency in the application of my payments. Since initiating contact regarding assistance options, I have spoken with multiple representatives and received conflicting information during nearly every interaction. This lack of consistency has created confusion and directly impacted my ability to make informed decisions regarding my mortgage. In or around early XX/XX/year>, I spoke with a representative named XXXX, who appeared to be highly knowledgeable. During that conversation, I was advised that I still had remaining funds available under a HUD XXXX and that I was only a few XXXX dollars short of qualifying. I was further informed that due to a reduction in my escrow paymentresulting from securing a new insurance providerI would likely qualify for this option. I was told that my file would be resubmitted to underwriting and that this was the workout option being pursued. Relying on this information, I acted in good faith, including submitting a partial payment under the belief that it would support this process and be applied appropriately. However, after multiple follow-upseach involving different representatives and conflicting informationI escalated my concerns to a XXXX. At that time, I was informed that : XXXX. The HUD pre-claim option was not available ; XXXX. The partial payment I submitted could not be applied toward a trial loan modification ; and XXXX. The type of loss mitigation assistance can not be selected or requested as previously represented, but is determined through internal review. These statements directly contradicted the prior guidance I was given and demonstrate a clear breakdown in communication and accuracy. As a result, when a loan modification process began, I was placed in a position where payments were being made toward the end of the month rather than at the beginning, negatively impacting my ability to remain current. Additionally, due to significant personal hardshipspecifically my fathers illness and subsequent passingI inadvertently missed the XXXX payment, believing it had been scheduled. Most recently, I have observed that funds have been removed from my suspense account and applied without clear explanation or prior communication, further contributing to the lack of transparency regarding my account. Based on the above, I am concerned that your handling of my account may constitute violations of federal mortgage servicing regulations, including : XXXX XXXX XXXX ( Regulation X Continuity of Contact ) : Failure to provide consistent and accurate information through assigned personnel, as evidenced by repeated conflicting guidance from multiple representatives. XXXX XXXX XXXX ( b ) and ( c ) ( Regulation X Loss Mitigation Procedures ) : Failure to exercise reasonable diligence and properly evaluate available loss mitigation options, including providing materially inaccurate information regarding the availability of a HUD pre-claim option and the borrowers ability to pursue specific workout solutions. XXXX CFR XXXX ( c ) ( XXXX ) ( XXXX XXXX XXXX XXXX ) : Improper handling and application of payments, including failure to clearly apply or explain how partial payments and suspense account funds were credited. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) under the Dodd-Frank Act : The repeated provision of materially misleading information regarding available loss mitigation options and the impact of payments, upon which I reasonably relied to my detriment, may constitute a deceptive act or practice. This situation represents a pattern of inconsistent servicing, inaccurate guidance, and lack of transparency, all of which have contributed to my current financial hardship. Additional information provided by consumer : XXXX XXXX stated that the company 's name is Lakeview XXXX XXXX. Telephone number is XXXX. Website is lakeviewloanservicing.com. Address is XXXX XXXX XXXX Virginia XXXX Virginia XXXX

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