Consumer complaint received 2026-05-14 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: LA

Complaint narrative:
I was laid off from my employer last year in XX/XX/XXXX and entered into a forebearance after to protect my loan. At the end of forebearance in XX/XX/XXXX I was told to file/apply for a partial plan to bring my mortgage current and would be charged 3 payments of about {$900.00} for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, then the rest would fall to the back of the loan. While in loss mitigation I call back in XXXX and I was told the loan was sold to a new mortgage company, but it would still be in loss mitigation with new company. After my old company gave me my new loan servicer name ; Lakeview/XXXX and my new loan number I tried to register on their site but was told it would take 60 days to get new customer accounts in the system. After several calls to XXXX during the month of XXXX I was finally able to be registered in their system and immediately asked for loss mitigation to resume my partial claim. I was told for several weeks it was still under review. Weeks later I spoke with someone at loancare that stated I was under review for a loan modifiction. I stated I was supposed to receive a partial plan and was told I was no longer eligible due to being 13mnths past due, even though I was under the said amount when I originally filed with my previous mortgage company. I asked to speak with supervisor and have everything reviewed only to call several times later and be told everything was still under review. Next, I call again the last week in XXXX and I am told that loss mitigation will only do loan modification starting in XXXX which was 3days away. I log in on XX/XX/XXXX and made several attempts to make the {$1800.00} trial payment and the system tells me I am unable to make payments. I make calls and get no answer. Contact chat and only get sent back to same payment site and still will not accept payment. I call XXXX and explain what happened they say because the payment was not made on the XXXX of XXXX that I am now deleted from the trial plan and will not be able to be put back on for further assistance and the only option now is short sale or forclosure. I have now called several times, spoke with several representatives and a supervisor and explained to them that the site did not allow me to pay and that efforts were made to contact them. I keep getting different responses from each person I talk too. Some say I was not allowed to make payments on line and they would have needed to make payment via phone call, while the supervisor is saying that I should have been able to make the payment online. She had me to send proof that I attempted to make payment and that she would have it reviewed. I sent proof and asked for it to be escalated to underwriter to have this overturned since I could not make the payment due to their system error. I have not heard back and I am now receiving letters about paying in full or foreclosure on XX/XX/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