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:08/27/2025

  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.

  Our mortgage was transferred to Lakeview Loan Servicing, subserviced by Mr. ******* months ago and since then, we have experienced unacceptable customer service and a complete failure to fulfill their legal obligations regarding our VA loan ************* current husband is a 100% disabled veteran with excellent credit. We are attempting to assume the VA loan from my ex-husband, as the home has already been deeded to me through a finalized divorce decree. This should be a straightforward process under VA guidelines, yet Mr. ****** has consistently failed to prioritize our case or provide meaningful updates.Despite multiple attempts to contact them, weve been met with delays, vague responses, and a lack of accountability. Their handling of our situation has been negligent and dismissive. We would never have chosen this company voluntarily, especially given the numerous negative reviews and the class action lawsuit that highlight similar patterns of poor service and disregard for veterans.We are requesting immediate action to complete the VA loan assumption process and a formal acknowledgment of their mishandling of our case. We also urge the BBB to investigate this companys practices, particularly regarding their treatment of disabled veterans and their failure to meet federally backed loan obligations.Desired Resolution:1) Immediate processing and approval of our VA loan assumption 2) Review of internal procedures to ensure fair treatment of veteran borrowers

  Business Response

  Date: 09/08/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ***** ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer Mr. ****** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with Mr. ***************** ******* Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below. Mr. ****** confirmed that the customers request for an assumption was received on July 8, 2025. An acknowledgment letter on was sent to the customer on July 9th, 2025, which included the information needed to begin the assumption process. Additional letters were sent on August 6th, 19th, and 26th 2025, which advised the customer to return the requested documents within fifteen business days of the date of this letter, or the assumption will be cancelled, and they will need to reapply.
  Customer Contact:
  On august 14th, 2025 The account holders spouse called to inquire about adding his name to the mortgage and removing the ex-spouses name. The agent advised the caller of documents needed to be sent to the assumptions
  department for this process.
  On September 3rd, 2025, Mr. ****** confirmed they attempted to contact the customer regarding the status of the request and needing to reapply for the assumption process. However, their attempt was unsuccessful. After a thorough review of the account, Mr. ****** found the loan has been serviced in accordance with all applicable state and federal regulations and respectfully refute any allegations implying otherwise. Upon receipt of a complete
  assumption application with supporting documentation referenced in this letter, Mr. ****** will promptly review the request. 

  We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact Mr. ******* escalation team, ******* ***** at ************, Monday through Friday, 10:00 a.m. to 7:00 p.m. Eastern Time

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23804635
  BBB Complaint Response Regarding VA Loan Assumption Issue with **************************** am rejecting this response due to Mr. ****** Loans persistent lack of communication and failure to process our VA loan assumption request. Despite multiple attempts to reach them via phone and email, Mr. ****** has not returned any of our calls nor responded to our email correspondence.  If someone from Mr. ****** would call or email us to discuss, I am sure we could come to a resolution.  However, Mr. ******* *****, Customer Relations *** Associate, with Mr. ****** refuses to respond to any of our attempts to contact him regarding the matter.

  
  As the current owner of the loan, Mr. ****** is the only entity authorized to process this VA loan assumption. If we had the option to work with another company, we would have done so without hesitation. Mr. ****** is fully aware of this exclusivity, and unfortunately, it appears they have used it to justify substandard customer serviceeffectively leaving us in limbo and unable to move forward.

  
  We have received letters (only this past week) that were dated July 9, August 19, August 26, and September 4. We have promptly submitted all requested documentation whenever we were asked to submit. However, none of our submissions were processed. It is clear that Mr. ******* employees have either ignored or failed to act on the materials we provided, which has brought this process to a complete standstill.
  We are requesting immediate attention to this matter and a resolution that reflects the level of professionalism and accountability expected from a loan servicer handling VA-backed loans.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/16/2025

  Re: BBB In Progress for Complaint ID: ******** Complainant: ***** ******, Lakeview Concern ID# *****
  
  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, Mr. ****** is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within Mr. ******* As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible. 

  Business Response

  Date: 09/24/2025

  Re: BBB In Progress for Complaint ID: ******** Complainant: ***** ******, Lakeview Concern ID# *****
  
  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although Lakeview owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, Mr. ****** is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within Mr. ******* As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible. 

  Business Response

  Date: 09/24/2025

  Re: BBB In Progress for Complaint ID: ******** Complainant: ***** ******, Lakeview Concern ID# *****
  
  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although Lakeview owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, Mr. ****** is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within Mr. ******* As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible. 

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23804635
  
  I am rejecting this response because Lakeview Mortgage ultimately employs Mr. ****** and is therefore responsible for their actions. All of our mortgage correspondence states Lakeview Mortgage. They are essentially permitting the staff at Mr. ****** to completely disregard our loan assumption. We spend multiple hours everyday trying to call the company and can never reach anyone. The lack of customer service is unbelievable. ********************** Mortgage needs to adhere to their legal responsibilities audit Mr. ******* processes. Until are loan assumption is complete, we cannot close this complaint. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/20/2025

  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 paid approximately $700 for an appraisal through Lakeview and requested it be transferred to a new lender. On July 29, 2025, my loan officer submitted the transfer request, updated on August 1. On August 4, I provided written borrower authorization, including my direct phone number for verification. Despite this, Lakeview repeatedly claimed borrower consent was missing.Instead of sending the required transfer package (transfer letter, AIR Certs, SSRs, XML, invoice), Lakeview only sent me the appraisal file, which is not sufficient for lender transfer. From August 518, 2025, I received contradictory responses: first that the transfer was escalated, then that no loan application existeddespite clear **************** date, this request remains unresolved after more than three weeks and 26 back-and-forth emails. I have spent over 1 hour on the phone with Lakeview and my new lender has spent over 2 hours cumulatively trying to resolve this. I have also tried twice to reach their Customer Advocacy team but only reached voicemail.This mishandling has delayed my refinance process, wasted significant time, and may force me to pay for a second appraisal unnecessarily.Requested Resolution:Immediate transfer of the appraisal with all required documentation (transfer letter, AIR Certs, SSRs, XML, invoice).Written explanation for Lakeviews repeated errors and contradictory responses.Corrective action to prevent other borrowers from experiencing the same.This is a basic industry-standard process that Lakeview has failed to complete, creating undue burden on me and my lender.

  Business Response

  Date: 08/29/2025

  On August 28, 2025, we received confirmation that the appraisal documents were sent to the customers lender **** ***** from ******************
  

• Initial Complaint

  Date:08/20/2025

  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.

  BBB Complaint: Lakeview / Agent ****** Complaint Type: Misrepresentation / ****************** I am filing this complaint regarding Lakeview and their agent, ******, due to misrepresentation, deceptive practices, and severe financial and emotional impact on my family.From the beginning, I was hesitant to engage with this company, but ****** contacted my husband and me and assured us that the services provided by Lakeview were legitimate. He promised that we would receive over $103,000 back, endorsed to my husband, which we could use to pay off creditors of our choosing. We specifically informed ****** that my husband had two car payments every month and that if checks were issued directly to certain creditors, the arrangement would not work. He and his supervisor assured us, over the phone, that this would not be an issue and that it would be left entirely up to us.Following these assurances, we signed the necessary paperwork. However, after processing, we were locked into a deal that doubled our monthly payments from approximately $3,000 to nearly $6,000. This has caused significant financial strain, stress, and anxiety for our family. We repeatedly attempted to contact Lakeview and ****** for assistance, clarification, or resolution, but our calls and emails went unanswered. Despite their initial claims of being available for support at any time, we were completely ignored once the agreement was finalized.The practices of Lakeview and ****** constitute deceptive and misleading representations, which have resulted in financial hardship and emotional distress. Their actions demonstrate a lack of professionalism, transparency, and concern for the well-being of clients.We are seeking the following:Full review and explanation of how the financial arrangement was calculated.Restoration or adjustment of the payments to a reasonable, agreed-upon amount consistent with the original assurances.Acknowledgment of deceptive practices & manipulative behavior.

  Business Response

  Date: 08/29/2025

  Re: BBB Response for Complaint ID: ******** Complainant: ********* *******
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ********* ******* through the BBB. Please accept this as Lakeviews written response to the complaint.Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  Ms. ********* ******* is a non-Lakeview customer.After speaking with Ms. ******** we confirmed that this complaint was filed in error as it was meant for another company.
  
  We are sorry for any inconvenience you experienced. We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Lakeview, per
  my contact information below. We are here to help assist and appreciate the partnership. Thank you.

• Initial Complaint

  Date:08/18/2025

  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.

  My loan was UNFORTUNATELY sold to Lake View! I am harassed every month about refinancing my home, despite me opting out of solicitation calls and I also verbally communicated on a recorded line that I did not wish to be contacted, I most recently shared my wishes on a call with LakeView on 8/15, and I just received another call today on 8/18. This company is not supposed to contact customers once a request has been made, I have been contacted every month for the last 3 months and they will not stop calling me.

  Business Response

  Date: 08/25/2025

  Please see attached Lakeview Loan Servicing resolution response letter.

  Customer Answer

  Date: 09/05/2025

  I reject this answer as it is completely not true! I just received a call from ********* this morning @ 9:05am, this company is harassing me by trying to convince me to refinance my loan which I have told this company several times that Im absolutely not interested! Im contacted via **** also! Please help me!

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23762473
  
  I am rejecting this response because:

  I reject this answer as it is completely not true! I just received a call from ********* this morning @ 9:05am, this company is harassing me by trying to convince me to refinance my loan which I have told this company several times that Im absolutely not interested! Im contacted via **** also! Please help me!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/09/2025

  Re: Rebuttal Response for File No. ******** Complainant: ***** ******* LoanCare# XXXXX7447, Lakeview Concern ID# *****
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed by ***** ******* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  

  We apologize for any inconvenience you may have experienced. Upon receipt of this complaint, Lakeview started an immediate investigation with LoanCares Escalation team to assist in providing the customer with a resolution
  regarding solicitations.
  

  LoanCare, the loan servicer, confirmed that the customer has opted out of any future solicitations.
  

  As previously mentioned in a response letter dated August 25, 2025, the customer has also been opted out of any future solicitations for Lakeview marketing team.
  

  We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB or if the customer needs anything further, please contact Lakeview, per my contact information below. We are here to help and appreciate the partnership. Thank you,

• Initial Complaint

  Date:08/15/2025

  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 live across the street from a property that this business owns, the address of the property is *****************************************. They have allowed squatters to move in. When I attempted to contact the company several times I was given the runaround. They are the only ones that can have the sheriffs department remove the squatters and they seem to be taking their time. I have a family and I am concerned for their safety.

  Business Response

  Date: 08/22/2025

  Re: BBB Response for Complaint ID: ******** Complainant: *********** ******, Lakeview Concern ID# *****
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by *********** ****** through the BBB. Please accept this as Lakeviews written response to the complaint.Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  Mr. *********** ****** is non-Lakeview customer and as such we are unable to provide him with any loan information pertaining to this address. Note, the respective servicer has been made aware of the issue and will handle accordingly.
  
  We are sorry for any inconvenience you experienced. We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Lakeview, per
  my contact information below. We are here to help assist and appreciate the partnership. Thank you.

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23753177
  
  I am rejecting this response because: shes still there and nothing has been done. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  Better Business Bureau
  
  Re: BBB Rebuttal Response for Complaint ID: ******** Complainant: *********** ******, Lakeview Concern ID# *****
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by *********** ****** through the BBB. Please accept this as Lakeviews written response to the complaint.Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any
  misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  As mentioned in our previous response, Mr.*********** ****** is a non-Lakeview customer and as such we are unable to provide him with any loan information pertaining to this address. Note, the respective servicer has been made aware of the issue and will handle accordingly.
  
  The servicer recommends that incase Mr. ****** feels threatened with their safety as a neighbor; he may file a police complaint as this is a civil matter for squatting.
  
  We are sorry for any inconvenience you experienced. We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Lakeview, per
  my contact information below. We are here to help assist and appreciate the partnership. Thank you.

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23753177
  
  I am rejecting this response because:
  Lakeview loan servicing owns the house and has failed to provide contact information regarding the servicer as previously stated the authoritys cannot do anything unless the owner reaches out. Thatd be yall over at lakeview loan servicing. Its a simple phone call you have failed to make. Almost seems y'all are purposely allowing this to transpire waiting for property values to increase so you can get a bigger offer on the house as Yall have repeatedly turned down fair offers at auction for not meeting the reserve. What better way to buy time than putting squatter removal on the buyer. 
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:08/08/2025

  Type:Order 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 was working with **** ******. My refinance was denied on the 9th. No one told me. I paid $700 for a house appraisal on the 13th. I heard nothing from anyone and started reaching out on the 24th. AFTER I finally got ahold of **** he told me there was nothing to be done about the money I paid after the loan was denied even though I was never informed about the denial. Ive reached out to his manager as well as him and several others who have not responded. Very upset. 0/10 would not recommend.

  Business Response

  Date: 08/21/2025

  Re: BBB Response for Complaint ID: ******** Complainant: ***** **** Loan# xxx6883, Lakeview Concern ID# *****
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ***** **** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** started an immediate investigation with the Lakeview refinance management team to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with the refinance team.
  
  The refinance management team confirmed that a refund has been requested with the appraisal management company for the appraisal fees, and this will be sent to the customer via ***** within 8-10 business days.
  
  We are sorry for any inconvenience you experienced. We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Lakeview, per
  my contact information below. We are here to help assist and appreciate the partnership. Thank you.

  Customer Answer

  Date: 08/21/2025

  The response was that they have requested a refund for me.  What if I accept that and then their request is denied? Can I reopen the case? It says it'll be requested and I'll know within a certain amount of time.. but what if I don't know before my 10 days to respond is up? Thanks for your help.  

  Customer Answer

  Date: 09/03/2025

   
  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:08/08/2025

  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.

  They keep reporting my payments late against my credit report. As provided proof thst my payments are not late and are on time based on our agreement.

  Business Response

  Date: 08/19/2025

  The servicer Mr. ****** provided the customer with a resolution response including enclosures. 

• Initial Complaint

  Date:07/09/2025

  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.

  Loancare withdrew money from checking account even though the transaction was never authorized and they themselves had turned off Auto Pay. My Mortgage is in Forebearance due to job loss and when the intial forebearance was starting they still continued to take money out. I called and asked to turn off my Auo Pay and I also made sure Auto Pay was turned off. My 90 Day forebearance was to end on July 1st at which time they took the money out without my xonsent our authorization. We disputed with the bank and got the funds returned only for Loancare to do it again even thoughwe spoke with them on the phone and explained what was going on with a Military VA representative. They conttinue to take moeny out without authorization.

  Business Response

  Date: 07/22/2025

  ******** provided a resolution response to the customer see enclosed letters and enclosures. 

• Initial Complaint

  Date:07/08/2025

  Type:Product 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.

  They did not communicate with me about a check that I was supposed to receive since 2021. I never got the check in the mail and I never got any sort of online or telephone communication about it. Until recently I got a letter that said they were going to submit my check to the state. I no longer live at that address and that is why I have it set up so I get email notifications for anything about the mortgage. I emailed them and sent them mail but they still sent my check to the state. They did not properly communicate with me and rather than deal with the check, they decide to just pass it to someone else.I emailed them 6/20/2025 and never got an answer until I emailed them again. I tried to call but no one picks up. Then on 4/7/2025 I get an email that my check got sent to the state on 6/26. And I had already communicated with them beforehand.

  Business Response

  Date: 07/18/2025

  You stated that ******** did not communicate with you, either online or via telephone, about your refund check which was issued in 2021. Once LoanCare determined that a check has been outstanding for several years, our standard procedure is to communicate with you in writing. This information is not communicated via the online portal or by telephone.
  
  The unclaimed property letter dated April 22, 2025, advised that your funds might be transferred to the state if you did not contact LoanCare by June 20, 2025. ********* records indicate you completed and returned the letter via email on June 21, 2025. The letter was also returned to us via regular mail after this deadline.
  
  ******** respond to email communications in the order in which they are received. If you emailed them a second time it does not necessarily expedite the original request due to high volume. ******** responded acknowledging your submission on July 1, 2025, and the letter was forwarded to the appropriate department that handles unclaimed property. As confirmed in mailed response on July 7, 2025, the funds were remitted to the state of Texas.Even though you did respond on June 21, 2025, the check had already been sent to the state prior to reviewing your request.
  
  You asked ******** to request the funds back from the state. That is not something they are able to do unless an error is made on their end. You may communicate with the state via their website.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23573815
  
  I am rejecting this response because: Why would you take days to respond and then when you do respond you do not tell me that you had already sent the check to the state. I emailed June 20th. But didnt get a response until July 1st. That is 9 business days later which I find to be an extended period of time. If they would have responded in a more timely manner then they could have mailed my check at my current address.
  Instead they tell me on July 7th they got sent to the state on June 26th. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/25/2025

  ******** confirmed the initial unclaimed property letter was issued in April 2025 to the address on record. Unfortunately, you did not respond until June 21, 2025. ******** must review each request in the order in which they are received. Due to the high volume of inquiries received daily regarding unclaimed property, your request was not reviewed until July 1, 2025, after the check was sent to the state.
  Upon further review, ******** confirmed with you on July 7, 2025, that the check was sent to the state. As no LoanCare errors were identified in handling this matter, please communicate with the state for additional information regarding your funds. Please refer to the website address in LoanCares July 15, 2025, letter. To avoid future correspondence being sent to an incorrect mailing address, the letter explained that the mailing address on the correspondence received differs from that in our servicing system. Should you wish to update the address in LoanCares servicing system, you may do so by calling ************** or by visiting their website

• Initial Complaint

  Date:07/07/2025

  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.

  Lakeview loan services sends post cards to me saying there's an issue with my loan. These cards are deceiving. They contain a mortgage number etc They have never owned my loan. There is no way to navigate their phone service except to give personal information they do not need. This is a scam to get information from people.

  Business Response

  Date: 07/18/2025

  Upon receipt of this complaint, Lakeview started an immediate investigation with our Marketing team to assist with obtaining a resolution for the non-customer. On behalf of ************************* sincerely apologize for any challenges Ms. ****** experienced with receiving unknown mail.
  
  Per the information shown on the BBB complaint (complainants name, mailing and email address), Lakeviews marketing team was advised to conducted a thorough review of the data used to advertise or solicit our products, services, promotions etc. No information was found for the name, address and email provided.
  
  By way of an email, we reached out to Ms. ****** twice, requesting additional information but we did not receive a response.