Lakeview Loan Servicing review: Mortgage

FORMAL COMPLAINT – LOAN MODIFICATION / PAYMENT WITHDRAWAL

I am submitting a formal complaint regarding the handling of my loan modification and a recent payment taken from my account.

Throughout this process, I have repeatedly been told by Lakeview representatives that my loan modification would not be final until I received the final modification documents, signed them, had them notarized as required, and returned them.

I have requested these final documents multiple times—approximately four times—and I still have not received them.

Despite this, when I reviewed my account today, I discovered that Lakeview had taken a payment. I immediately called for an explanation and spent approximately two hours on the phone attempting to get answers.

During that call, I was told that my loan modification had been “completed.” When I again requested the final modification documents, however, I was told that the documents had not yet been prepared.

This is extremely concerning.

If Lakeview previously informed me that the modification could not become final until the documents were prepared, provided to me, signed, notarized, and returned, I need an explanation as to:

How my modification can now be considered “completed” when the final documents have not even been prepared;

Why a payment was withdrawn from my account before I received and executed the documents;

What the payment taken from my account was applied toward;

The exact effective date and current status of my loan modification;

The new principal balance, interest rate, monthly payment, escrow amount, maturity date, and all other final terms of the modification;

When I will receive the complete final modification agreement and all related documents; and

Whether any additional payments will be withdrawn before I execute the final agreement.

I am also extremely dissatisfied with the customer service I received. After spending approximately two hours attempting to resolve this matter, I felt that my legitimate questions regarding my mortgage and the withdrawal of my money were treated dismissively rather than being clearly answered.

I am requesting a written response, a complete accounting of the payment that was taken, and copies of all documents establishing the final terms and status of my loan modification.

Please treat this correspondence as a formal complaint and preserve all account notes, telephone recordings, payment records, modification records, and correspondence associated with my loan and modification.

I expect this matter to be addressed promptly.