Consumer complaint received 2021-03-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LAKEVIEW LOAN SERVICING, LLC
State: CA

Complaint narrative:
Given my experience for my previous forbearance was to last through XX/XX/XXXX, I would like to complain in regards to me not being able to process the payments for XXXX, XXXX, and XXXX. As stated in my last complaint to the Consumer Financial Bureau, in XXXX XXXX I attempted to make a payment for my forbearance plan and was unable to because suddenly XXXX could not process my payment. When I asked about this I got many different excuses, such as because I applied for a loan modification and it was denied that I was unable to pay and that my info for the loan modification had been completely deleted, so I would have to pay XXXX upfront and enter a payment plan for the XXXX. When I challenged this over several weeks, I received new information such as all of a sudden the forbearance was magically restored and I didn't have to pay the XXXX anymore. I was really confused by the whole thing especially being that XXXX is the reason I decided to go ahead and apply for the loan modification when I did, they didn't say anything about the forbearance being broken or potentially broken if the loan modification was applied for. As a first time home buyer, this has been a nightmare experience and even still I am not sure what happened to the XXXX, XXXX, and XXXX payments as I let XXXX know I would now have to escalate because there has been far too much mishaps on their end. 

I would like to know if I was still charged for these months? I would also like to discuss the numerous late fees that I have been charged by XXXX  which I did not discover they were charging me until I requested it last week. Can XXXX  charge me late fees during the forbearance? Also, why was I never informed of that I could incur a late fee, before the forbearance began I was informed by a XXXX  representative that as long as I paid by/before the last day of the month I would be fine. No mention of any late fees. I would like these late fees removed from my account. 

I am aware XXXX had a lawsuit against for charging unforeseen and extra fees, and at this time would prefer internal resolve around the fees and the forbearance. 

Lastly, I would like the delinquent payments removed from my credit report. I should have no months that I was in forbearance as delinquent on my credit report. I did not know about this until XX/XX/XXXX when I started looking into the situation because it did seem correct. I also would like to know if legally I need to go 2 months behind in payments to enter a forbearance? I was in great standing credit wise and mortgage wise before I was told I must be at least two months behind to enter a forbearance. If I legally did not have to do such, I would like those two delinquent months before my XXXX forbearance removed from my credit report as well. 

I plan to enter the COVID forbearance as I am heavily impacted by COVD-19 but would like to get these issues resolved before doing so. Thank you for your time.

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