Consumer complaint received 2023-02-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: NY

Complaint narrative:
I am seeking agency intervention and involvement into the unethical practices of Lakeview Loan Servicing , LLC and XXXX RE : my mortgage account and excessive corporate billing fees. 

It is good to know that Lakeview Loan Servicing is committed to providing excellent customer service in good faith to their customers, according to Compliance Department Director, XXXX XXXX. I want to make certain that her office upholds to those professional company standards. I am requesting that her department and Lakeview/XXXX address the insufficient corporate fees and inaccurate loan amounts due on my loan account. 

XXXX XXXX indicated her office was unsuccessfully, unable to reach me via phone message, which is not completely accurate. Her office made a call to me from the phone number ( XXXX ), at approximately XXXXXXXX XXXX., on XX/XX/XXXX, but never left a message. I attempted unsuccessfully returning the call to XXXX XXXX office, receiving no response. At that time, I received an email, which I responded to ( please refer to supporting document ). To date, I have not heard from XXXX XXXX office, after submitting an email to speak with someone regarding my mortgage loan payment concerns and as to why the corporate fees are excessive. The corporate fees assessed to my loan are concerning. It appears that I am being excessively billed these corporate fees in the year XXXX, since I did not file for a bankruptcy in the year XXXX. And, no XXXX XXXX, of any sort has ever come out to my primary residence, nor was I made aware of any company doing so. 

After contacting the XXXX XXXX program on or about XX/XX/XXXX for a history ledger of payments submitted to Lakeview, I discovered additional payments were submitted to Lakeview Loan Servicing on XX/XX/XXXX in the amount of {$4300.00}, on my behalf ( please refer to supporting document ). The NYS HAF program informed me that Lakeview was well aware of the payments that were to be applied to my loan account prior to the date referenced above. However, I was informed by XXXX XXXX office that I would be responsible for making monthly mortgage payments starting XX/XX/XXXX. I have since received monthly billing statements with accrued late charges to be due immediately ( please refer to supporting document ). According to NYS HAF, this is not accurate. 

On XX/XX/XXXX, I received a Notice of Error Acknowledgement letter from Lakeview Loan ServicingXXXX due to my complaint, which XXXX XXXX neglectfully failed to mention to your office ( please refer to supporting document ). Also, XXXXXXXX XXXX XXXX XXXX XXXX, DXXXX XXXX indicated in her response, dated in XXXX of XXXX, that there is NO ERROR substantiated on the part of XXXX identified in the handling of my account. According to their responses in this matter, XXXX XXXX and XXXX XXXX appear to lack transparency and professional integrity for their unethical actions in this matter. 

On XX/XX/XXXX, I contacted Lakeview/XXXX Mitigation Department for additional assistance if possible, requesting an additional XXXX forbearance due to ongoing burdensome financial hardship, however, I have not received any feedback to date. 

In closing, I am demanding transparency from my mortgage lender and their affiliates. Providing my previous bankruptcy filings due to significant financial hardships and submitting irrelevant past modification offerings, which would have significantly increased my monthly payments by 25 %, are not of good faith policy nor would it have been in my best interest to accept such a financial burdensome modification at that time. LakeviewXXXX have receive a total disbursement amount of {$40000.00} from the NYS HAF program, bringing my loan account current. However, I am currently waiting for a response to see if I am eligible for a continued XXXX forbearance. 

There should be more agency oversight involved into the unethical practices of lending institutions and their violations of state and federal policies. 

I am looking forward to resolving this urgent matter. 

Thank you,

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