Consumer complaint received 2024-12-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: LAKEVIEW LOAN SERVICING, LLC
State: IN

Complaint narrative:
My husband XXXX XXXX and I have a mortgage through Lake View subserviced through Loan Care. The week of XX/XX/XXXX I used the Lake View app to schedule a future payment for later that week to cover the owed XXXX draft from our personal checking account in the amount of {$1200.00} along with {$110.00} in previously accumulated late fees/NSF fees XXXX This payment would bring our account to current with a {$0.00} due balance until XX/XX/XXXX. When I attempted to schedule this payment the app was having issues and when I would refresh to verify that the payment was in fact scheduled there would be nothing showing in the transactions tab. I waited a day or two and nothing changed. I then, two days after the initial attempt at setting up payment went to the website and set up that same payment along with the fees. This time the website reflected a pending payment set to draft later in the week. A few days went by and a payment for the above mentioned amount along with the fees, totaling {$1400.00} drafted and cleared from our checking account. Then only a day or two later a payment of {$1400.00} was pending in the same checking account from XXXX XXXX XXXX XXXX. Realizing the error on XX/XX/year> at XXXX I called XXXX and spoke with XXXX, I explained the situation with the app and how there is now a second payment currently pending in my account. XXXX stated there was nothing she could do about it, they could not stop it and if they approved a refund it would take weeks so it is in my best interest to contact my bank. I stated if I did contact my bank I would have a fee for issuing a stop payment and asked if that fee could be paid by Lake ViewXXXX XXXX XXXX she stated yes. The call ended. I contacted XXXX XXXX  and put a stop payment on the pending draft and was charged a {$30.00} fee for doing so. Now several days later I logged onto the Lake View app and saw I had been charged NSF/reversal fees totaling around {$130.00}. I once again called XXXX and spoke to XXXX and explained the situation and asked if the current fees could be waived since I was not made aware by XXXX that fees would be incurred for the situation with the second payment. After speaking for XXXX minutes and asking to speak with a supervisior/manager since XXXX stated she could not assist me the call disconnected. I called back and was transferred to XXXX who stated she was a manager and would be assisting me. During the conversation XXXX became frustrated with me asking for the fees to be waived and I believe this was due to previous payment issues on my account and therefore I believe I was being discriminated against. I explained the situation with the second payment and that I would like for the current fees to be waived. She stated she would not be able to waive the current fees on the account due to previous fees being waived. I have never asked for anything to be waived, furthermore my original payment included any outstanding fees to bring my account current. When I asked who waived those fees and when the request was made she stated it was done on XX/XX/year>, the same day I called in and spoke with XXXX. I let her know I absolutely did not request for any fees to be waived since I had already paid them and they had cleared my account. So if I had already paid the outstanding fees, what fees could XXXX have possibly waived? XXXX could not answer this question and instead stated she could not help me, she then stated my husband the account holder would need to call in, submit an escalated request to investigate the fees and that she is only an escalated call taker and can not help me further. When I asked her to clarify since she had originally stated she was a manager she stated I would NEVER speak to a manager because that is not how it works. I asked her to verify several times that I had in fact paid for fees, and she agreed. I asked her to verify that I currently have fees due, she agreed. I then asked her to verify and explain that if I paid fees, and currently have some due then which fees were waived. She stated sometimes the system will waive fees automatically and she could not help me further, my husband would have to call in. She then also stated that due to the reversed payment I would no longer be able to use to app and would have to send my future payments in via certified funds. The call ended. I wasted three hours talking to multiple people only to be told that my husband would have to call in to speak with escalations who would then get in contact with management to research how if I paid fees they were also waived. Now XX/XX/year> I went to the Lake View app to set up payment for my XXXX  draft and my ability to set up payments in the app has been restricted due to the reversed payment. So not only have I paid fees, I did what I was told by Lake View 's customer service representatives which I then incurred fees by my bank, by Lake View and now need to pay more money to send my monthly payment via certified funds. These people are only trained how to seem mildly interested in their customer 's lives but have zero knowledge on any accounting information.

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