Consumer complaint received 2022-08-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: FL

Complaint narrative:
I lost my job on XX/XX/XXXX after 20 years and began to budget my finances in an effort to maintain my credit score. In late XXXX, early XXXX, I reached out to my mortgage company, Lakeview XXXX, in an effort to find out what options I would have available to me should I suffer a financial difficulty. I was told by an agent at XXXX, that I did not qualify for any assistance due to how my mortgage was written. I was funded by XXXX XXXX XXXX and pay insurance for this option. Believing that I was on my own, I still managed to make payments on time until XX/XX/XXXX. I became ill and spent a couple of days in and out of the ER and was unable to work for about a week. I quickly became delinquent on multiple bills, with my mortgage being one that stacked up pretty quickly. I became re-employed as a contractor in XX/XX/XXXX, and was hired as Fulltime Permanent in XX/XX/XXXX. 
In XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and finally XX/XX/XXXX, a gentleman would come to my door, ring the bell while recording on his cell phone, and quickly walk away without allowing me to get the door open in time. I called XXXX XXXX XXXX Department and filed 2 complaints with deputies being dispatched. During this time, I was also in a lawsuit proceeding against my homeowners insurance companys refusal to repair my home due to tornadic activity in XX/XX/XXXX. In XX/XX/XXXX, a judgement in my favor was granted, and I contacted Lakeview in an effort to use my insurance funds to pay my mortgage arrears. I was told that I could not do that and I was in foreclosure. It was during this phone call that I was even made aware of foreclosure proceedings, and in fact, their attorneys had sent the gentleman to my home in an effort to verify occupancy. Prior to this phone call, I had received no communication from my loan servicer indicating that I was in foreclosure ; no warning, no letters either by regular USPS nor by overnight mail. 
It was during THIS phone call, on XX/XX/XXXX, that I was informed that I did qualify for assistance, but since I was now in pre-foreclosure, they werent sure that I would be approved. I applied for loan modification and received communication only indicating that I was to make 3 trial repayments, and then new loan terms would be discussed. Any time I asked for the potential terms to be explained to me, I was told that I would have to wait to find out. In the meanwhile, I found out about the Florida Homeowners Assistance Fund, and applied for consideration on XX/XX/XXXX. I completed my documentation upload to the DEO/HAF, and received word back from XXXX XXXX XXXX XXXX ) on XX/XX/XXXX who at that time, requested information about the state of my mortgage, and asking if I were in a modification at that time. I replied back to her on XX/XX/XXXX, via e-mail, and indicated to her that I was not in a true modification, but was on a trial payment program and would then be considered for modification at the end of the 3rd month ( XX/XX/XXXX ). 
On XX/XX/XXXX, I received notification from the DEO/Homeowners Assistance Fund , that I had been approved for back mortgage payments in the amount of {$18000.00}, and property insurance assistance in the amount of {$3500.00}, as well as future payments of {$1400.00} ( mortgage ) and {$96.00} ( property insurance ) monthly for an additional 18 months. This amount was different than the amount I had provided to XXXX XXXX in XXXX ; my application amount at that time was just over $ XXXX. 
I contacted Lakeview XXXX to advise on XX/XX/XXXX, and spoke with XXXX, who told me that in order to allow HAF to pay my arrears, I would have to decline the trial modification, so I did. I called on XX/XX/XXXX and spoke with XXXX XXXX Lakeview XXXX who told me that the trial modification was still in effect. I reiterated my wish to stop the trial payments so that the HAF funds could be accepted for payment. He also told me that there had been no communication from/to HAF and Lakeview. I immediately emailed XXXX as well as XXXX as it appeared that XXXX was out. I included in this email XXXX and XXXX, XXXX, and XXXX with a request for contact from someone who could help. I had previously emailed XXXX with a request for disbursement update, and heard nothing. To date, I have still heard nothing from any of the contacts listed with the exception of an autodialer from Lakeview and a request that I call them. I did so. 
I found during this conversation, on XX/XX/XXXX, that there was still no communication from HAF, XXXX, or anyone other than me at this time. The conversation on the 5th was with a woman named XXXX in Loss Mitigation who told me that she could see the email I had sent in, but at this time, there was still nothing from the HAF team. Apparently, when HAF is involved, they enter in a record request, but according to the people Ive spoken to at Lakeview, no such record has been created. After that call with Loss Mitigation, I called Lake View again, and was told that the DEO Homeowners Assistance Fund team ( Florida/HAF/XXXX  ) must get in contact with Lakeviews internal HAF team ( the first I had heard they had a group, and only told about it because I asked if they had a department for HAF payments-this information was not volunteered ) as they ( HAF/Horne ) have all the contact information they need to discuss my account with the Lakeview HAF department. I again sent emails to XXXX ( the above contacts, and included XXXX and XXXX ), including the aforementioned loss mitigation department, and documents department at Lakeview. Additionally, I included Florida DEO Homeowner Assistance Fund, and once again, XXXX at Florida-Haf. And, yet again, no response.

I need to understand what is going on. I am following the directives with all parties, and it seems as though Lakeview is not willing to help me, even when I submitted to them the approved documents from the DEO/HAF , which clearly states amounts past and future. It also appears that XXXX is unwilling to assist, nor is the DEO HAF team of Florida.

Please help me.

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