Complaints

This profile includes complaints for Lakeview Loan Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeview Loan Servicing, LLC

  4425 Ponce de Leon Blvd STE MS5-251 Coral Gables, FL 33146-1837

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice that my escrow was going up. I called to get clarification on the reason for the increase, i was advised is because of taxes and home owners insurance going up. When I started asking question the representative got very irate and unprofessional. His name was *****, refusing to get me a manager or anyone else he terminated the call. I am looking for assistance with the escrow increase I am looking for someone to assist me in getting my questions answered.

  Business Response

  Date: 05/24/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *******************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview Loan, which is subserviced by ********* LLC, bought our loan on our house from a fantastic mortgage company is November 2022. Since then, it has been an absolute nightmare. If it made sense to refinance, we absolutely would. They don't set up your insurance escrow account, but fail to tell you that in their welcome letter. In February 23, we received a homeowners insurance cancellation policy and found out they had never opened the escrow and our policy was to be cancelled at the end of March. After two weeks, and 4 phone calls that lasted over 2 hours (we only talked for about 15 minutes- the rest was sitting on hold and being bounced around), we were told that they would pay our premium as a courtesy and that we would NOT have to pay it back in any way. They said they would ***** overnight it after the ***************** finished opening an escrow account for **. 2 Weeks later, less than a week before the cancellation date, they said they apologized and that for some reason, it was taking a bit longer so we would have to make a personal payment (2 months) to insurance to avoid cancellation. We did that and almost a month later, we called again to ask how that ***** overnight payment was going. They said they had sent it weeks ago. Finally, May 1st the payment was sent and received. However, we went to our account information and now we are negative in our escrow account, our payment has went up from **** to **** starting in July (our original payment with the best mortgage company was **** with our insurance) and now it says PMI isn't a feature to our loan but says were still paying it.

  Business Response

  Date: 05/31/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:05/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a loan account being subserviced by ****************. I receive paper mortgage statements. I recently received a letter asking how I wish for my extra payments to be applied. The phone numbers on the statements and on the letter do not work. I am unable to reach a live person at Lakeview or **************** as their phone numbers do not accept my loan number, the last four digits of my social, nor my phone number and do not allow for me to get a live customer agent so I cannot respond to ******************** request.

  Business Response

  Date: 05/31/2023

  A resolution email was sent to the customer on 5/25/2023, which provided the authentication requirements, the customer service contact information and the hours of operation along with the website to access the online account, should the customers wish to update their contact information. To date, the account remains paid ahead and reflects the next payment due date is 9/1/2023 in the amount of $1,161.13.
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20065686
  
  I am rejecting this response because: I called both telephone number several times from my office telephone and was unable to reach the mortgage holder. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/09/2023

  **************** provided the following response:
  Ms.******** challenge regarding the inability to reach an agent is because her phone number not recognized by the *** system.  There is no working telephone number on file for ****************** at all, which means the customer must enter her loan number, or Social Security number and zip code to identify in the *** system and subsequently transfer to a representative when calling the ************ phone line.
  
  Our customer was provided with instructions several times on how to update their contact information, which will then allow the customers to more efficiently utilize the *** system with ease. The customer also has online access. We are hopeful that the customer proceeds with next steps to update their contact information within the servicing system so that this does not occur again in the future. It is important for the servicer to have usable contact information should payment changes occur, insurance or tax issues arise, or any issues regarding the servicing of their mortgage, so that the servicer can alert the customer properly.
  
  On 06/08/2023 Mr. ******* Customer Relations Manager ******************************* also reached out to ****************** via email to address her request for a detailed accounting of her loan. ****************** was provided with a copy of the mortgage account history and a copy of the collateral agreement (mortgage deed) for her review. 

• Initial Complaint

  Date:05/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** view mistakenly refunded me the escrow that they were supposed to use to pay my county taxes. In November of 22, the mortgage company refunded me over $3k and said it was an escrow overage, so I deposited the money into my account and used it for my mortgage . In March of 2023, I received a letter in the mail from Charles County that my house would be put up for sale due to delinquent county taxes. After calling the county, I discovered that the mortgage company did not pay my county taxes for an entire year. I notified the mortgage company immediately, they paid the taxes, but now they are trying to make me pay for their mistake by going up on my mortgage by $300 a month. I cannot afford an extra $300 a month on my mortgage. I brought the home based on the ability to pay a certain mortgage. I am asking that the bureau help me to resolve this by having the mortgage company to pay the costs of the escrow overage and my mortgage stay the same. Since I have been with this company I have had my mortgage not paid on time due to their faulty online systems which had made me have to pay my mortgage twice in one month, ultimately causing me to have to pull money from other places to make sure my mortgage was paid on time. This company has caused me a lot of financial hardship.Thank you for your consideration.

  Business Response

  Date: 06/08/2023

  research is ongoing.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home mortgage was sold to Lakeview Loan Servicing. We paid off our down payment assistance (***) loan in March 2023, which was in second lien position. In order to establish a HELOC, we need three items addressed that we have been waiting over a month for:1. Proof of payment of the *** loan,2. Lien release documentation, and 3. The website gives me an error when I try to add my phone number to my account information. Without my phone number listed on my account, the site will not allow me to send a message within the internal messaging system. I need Lakeview to add my phone number to my account.I have proactively called Lakeview three times and have been told each time that customer service will make the request from the "department" to email the documents that we need. First, the timeline told to me was 30 days, then 1 week, then same day. I still do not have copies of these documents, which we need for the next step in our home financing. Please provide the proof of payment and lien release documentation. Lakeview should be responsible for reimbursing ** for interest paid on accounts that would have been transferred to our HELOC over 30 days ago.

  Business Response

  Date: 05/19/2023

  State compliance guidelines allow 60-days from the date of payoff (due on or before 05/26/2023) to complete the lien release process. LoanCare is unable to accommodate the customer's request for interest reimbursement, as there was no error found. The servicer LoanCare placed a rush order with their vendor,in order to complete this process as quickly as possible. A copy of the recorded Substitution of Trustee and Deed of Reconveyance documents was sent to ************* on 05/18/2023 via email. 

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of **********************. I have reported that my account is compromised. When we received the mortgage in 2019, we have a higher interest rate at paying **** a month. Now, that we have completed a modification and the security breach where someone hacked my account and changed my account to get extra payment, our mortgage increased to *******. This is a ****** dollars. I was informed that the insurance increase but, it should not have increased that much. At the end of the payment if the insurance and mortgage, there was a positive of *******. We are baffled concerning this. Additionally, the incident that was created in 2020, I informed Lakeview that the account was breached but to no avail! I want a through investigation of my account and a resolution sought. Additionally, the individual that is responsible for the incident, access my account everyday. Also, when calling the ***********, the waiting period is linger due to the call is routed to the hacked.

  Business Response

  Date: 05/25/2023

  Escrow account Overview:
  
  With the March 2020 analysis, we anticipated disbursing $2,237.77 for county taxes and $1,785.45 for water taxes, which match the amounts on the Tax Certificate from loan origination.However, LoanCare actually disbursed $5,460.73 and $4,494.90 for these taxes respectively. This caused the large shortage determined with the March 2021 analysis, which remained on the May and June 2021 analyses.
  
  Our research finds that an FHA Mod/Partial Claim Combo was completed in mid-2021, with the first post-modification payment due in 09/2021. The outcome of an escrow analysis can depend on several factors, such as the timing of the disbursements, an increase or decrease in the required disbursements since the last time the account was analyzed or the current escrow balance at the time the report was generated. No evidence exists to support the claim that LoanCare is in communication with someone other than the borrowers themselves.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched to autopayment on Lakeview loan servicing's website in December 2022. But due to its system issues, my payment was not processed since then. Now my loan is behind by four months and its system is still not allowing me to make any payments. Lakeview has reported late payments to credit agencies, which reduced my credit score from 800+ to 660. I have contacted their customer service via email on April 18, 2023 and still not have heard back from them.

  Business Response

  Date: 05/03/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare is servicing this loan on behalf of Lakeview. (see resolution letter attached)

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My homeowners insurance was canceled due to nonpayment I contacted lakeview loancare before it happened and told them I received the letter they told me to disregard the letter and that they would take care of it I never received a letter that it was canceled so I figured they handled the issue . In February I had hot water lines leaking under my house for a while soaked my insulation under my house and had mold growing everywhere . Water lines had to be replaced water mitigation company had to come in and get rid of mold my laminate flooring is cracking throughout above where the leaks were I tried to file a claim to progressive to find out I no longer have insurance. I've been on the phone off and on for 2 months trying to get compensation for the damages they been ******* me on not having homeowners insurance due to them not doing their job saying they will be forced to supply me with their own that only covers the exterior of my home and costs more if I can't supply my own coverage. I've been trying to get covered but due to them s******* me over and my claim report no one will cover me.. so I currently have no homeowners insurance and had to loan money for repairs and removal of mold my son has respiratory issues and my old mother lives with me can't have them breathing in mold I'm trying to settle this outside court but I've had no help for 2 months. it took me forever to speak to a supervisor finally they had me file a claim and set up a policy but the policy on the claim doesn't cover any of what I want compensation for.. they have been working me over and refuse to make it right to me after admitting to me they were at fault. Progressive can't do anything to help because I didn't have coverage at the time of the incident. I have had to worst last 2 1/2 months the stress and anxiety overwhelming Ness this has caused me I can't financially deal with

  Business Response

  Date: 05/12/2023

  Thank you for your patience while we work on your concerns submitted to Lakeview Loan Servicing on April 21, 2023.
  Our servicer LoanCare's escalation team attempted to contact you on May 10, 2023, and left a voicemail to advise on the status of our research. At this time, we are still working with our insurance team to review what occurred so we can resolve your concerns.

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 2+ months I have been restricted from making online payments and no answer to why. I have to sit on the phone with multiple representatives and no one can assist me with my account. I have made payments that are not being applied and placed on hold. I requested this issue to be escalated in which I was assigned a case worker who has done nothing and cant even get a call back. The website shows me as 50 days past due as I am not and made a $1600 payment in which everyone can see in the system was not applied and sitting on hold. This amount has cleared my bank and yet my loan showing as past due. This is the worst company and when u call even their employees say no one knows what is going on there. They should not be in business and in charge of peoples mortgages if they do not know how to operate.

  Business Response

  Date: 05/01/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *****************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare is servicing this loan on behalf of Lakeview. (see detailed resolution response attached)

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage was transferred to this company. All my Escrow payments were setup to cover home insurance, flood insurance, and taxes. On 9/10/2022 my insurance was not paid by Lakeview and my insurance lapsed. I was not contacted until 2/8/2023 to be told I had no insurance. Even though this was a mistake on their part they are charging me $544 for having no flood insurance and $647 for having no home insurance for that time period. I have placed several calls to the customer service department and am told they are putting in a request for an investigation and that I'll be contacted in **** days. I've never received any call back and they have taken money out of my escrow to cover their back payments. I have attached the documents from the transferring company saying my insurance is in Escrow. This was a giant mistake on their part that lead to my house not being insured. They should be the ones to pay their back payments NOT ME!

  Business Response

  Date: 05/12/2023

  research for this complaint is on going but there is continued communication with the customer.