Consumer complaint received 2025-05-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LAKEVIEW LOAN SERVICING, LLC
State: IN

Complaint narrative:
XXXX XXXXLakeview loan has taken the remainder of my XX/XX/XXXX payment and applied it to something they've referred to as " corporate advances '' without notice, and are essentially asking me to pay my XX/XX/XXXX payment again. 

I was having difficulty staying current with my mortgage as of last summer, so XXXX XXXX offered a loan modification based on hardship. I completed the requirements, all of the documentation was signed and processed, and the modification was completed. Payments resumed on XX/XX/XXXX, with the new monthly amount due as {$800.00}. I made my payment for XX/XX/XXXX without issue. I decided to make partial payments throughout each month as I only get paid biweekly, and was told that that was fine, but that the amounts would not be processed until the submitted amount was equal to {$800.00}. I made a payment of {$200.00} to go towards my next payment, due on XX/XX/XXXX, which posted to my online loan account on XX/XX/XXXX. As this was not the full amount due, it appears as " unapplied funds '', which I was told is how it would appear until the remainder of the payment ( in this case, {$600.00} ) was made. Upon submitting the remainder, I was told, the complete payment would then be submitted. I submitted the remainder on XXXX. XXXX, XXXX, at which point, I was told, the entire payment amount would be submitted, completing my payment due XX/XX/XXXX. This amount cleared my bank account on XX/XX/XXXX. I have since continued to get calls/emails stating that my payment for XXXX is due. I have contacted the company several time to get this fixed. They asked for documentation proving that I'd paid ( copy of bank transaction ), then told me they had to research it. I didn't receive their final response until XX/XX/XXXX. The attachment sent to me from the Research and Response Department states that no error was found in my payment history and that I still have a balance of {$600.00} due for XX/XX/XXXX. The letter states that the {$600.00} I submitted was applied to " corporate advances ''. I submitted my payment via the " Make a Payment '' button on the XXXX XXXX website. This is the same way I've made every payment since XXXX XXXX became my servicer in XX/XX/XXXX. Everything during that process on the website looks the same as it always has. I saw no difference to this process and at no point did anything indicate that my payment would be going towards anything but the payment due XX/XX/XXXX. At this point, I'm not comfortable sending any more money to XXXX XXXX because I'm unsure if they will refuse to apply it to my balance again. I will add that I also had a hardship modification done in XXXX, with the new terms coming into effect XX/XX/XXXX. During that time, every payment I made was applied to my monthly payments. At no time were any of those payments taken and applied to " corporate advances '' or anything else other than my monthly payments. 

Attached are : -screenshot of email from XXXX XXXX indicating receipt of my {$200.00} partial XXXX payment -screenshot of email from XXXX XXXX indicating receipt of the remaining {$600.00} XXXX of bank statement indicating withdrawal of {$600.00} on XX/XX/XXXX -screenshot of email from XXXX XXXX stating payment was applied as a " servicing expense '' and that they were in the process of resolving the situation -email attachment received from XXXX XXXX on XX/XX/XXXX stating that their investigation turned up no errors in the application of the payment and that I still owe for XX/XX/XXXX -screenshot from online account stating that I've now been charged a late fee due to nonpayment Further information : A case was filed with the XXXX XXXX XXXX  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