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 LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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:04/25/2024

  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 keep receiving threatening messages from LakeView Loan Servicing LLC stating they have or will force place **************** on my loan when I already have **************** and have since the inception of my loan. This started when Lakeview purchased my mortgage from my original mortgage provider. Then said my coverage was not up to their standards after the purchase of my mortgage. Then at their request I increased my insurance coverage and canceled my previous policy and have provided evidence of both policies and my cancelation with my original hazard policy. Now I keep getting letters stating they will force place insurance from the time my loan was originated to the time they purchased it because I have not provided evidence that the property was insured during that time. When in fact the property was fully insured when Lakeview Loan Servicing LLC purchased my loan from Pulte Home Mortgage.

  Business Response

  Date: 05/03/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent complaint filed by ************************* through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  ********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, LoanCare, LLC (a non-affiliated and separate company) subservices this loan on Lakeviews behalf.Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
  
  Upon receiving the complaint, LoanCare research confirms that the ******************** policy number PWB84211523 was in effect from July 2023 through February 2024. The borrowers account has been updated to reflect continuous coverage as required.The Lender Placed Policy that LoanCare was in the process of purchasing on the borrowers behalf has been canceled. There was no premium payment disbursed for this policy and as such, no refund is due with no payment change.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter has been sent to the borrower from LoanCare. 

• Initial Complaint

  Date:04/24/2024

  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.

  I have consistently had issues reaching anyone at this company, LoanCare which is servicing my loan from Lakeview. There is no way to email them, there chat bot is simply to point you to things you can do within your account, the phone number simply plays a message with no way to get to speak to anyone. I have serious things that I need to reach out to them for and I have no way of reaching anyone. Previously I have sent mail and never received a response.

  Business Response

  Date: 05/03/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent complaint filed by *********************** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  ********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, LoanCare, LLC (a non-affiliated and separate company) subservices this loan on Lakeviews behalf.Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
  
  Upon receiving the complaint, LoanCare research confirms that on April 25, 2024, *********************** spoke with a LoanCare agent to address their concerns. LoanCare provided status updates from their *************************** as well as additional contact details for ***************** Collections, and Foreclosure Attorney information.
  
  LoanCare reviewed the account and showed no conversation to substantiate the request to change the address to the customers current residing address at *************************************. LoanCares policy is that the Primary Borrower will receive all correspondence at the property address to minimize security risks; however, co-borrowers can conveniently create their own profile to request paperless correspondence to receive via email.
  
  The customer also stated that they have sent mail. LoanCare have been unable to locate any correspondence. When sending correspondence, please be certain to use the address listed on the billing statement. For your review, LoanCare has enclosed additional billing statements and notices sent to the address on file with their letter of response sent to the customer.
  
  ********************** will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter has been sent to the borrower from LoanCare. 

• Initial Complaint

  Date:04/23/2024

  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 have tried to exercise my option to recast my mortgage loan with Lakeview Mortgage Servicing thru ****************. I have a question on the form. I have been unable to contact an agent for clarification. The phone number listed is an automated system that is an endless loop.

  Business Response

  Date: 05/01/2024

  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.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. **************** reviewed the loan and determined that they received a check in the amount of $100,000.00 on March 31, 2024. As a result of **************** not receiving the required Recast form from the customer, another form was requested. The customer was contacted on April 26, 2024, and was assisted with filling out the Recast form.
  
  **************** received the signed Recast form on April 30,2024. A follow-up email was provided to the customer advising receipt of the Recast document. Note***The process to re-amortize the loan will begin and can take up to 90 days to complete. The customer will receive the Recast agreement, which will require the customer to sign and return.
  
  We trust this is responsive to the complaint. *************** sent a detailed explanation email to the customer. In this email *************** explained how their automated phone system works to avoid having issues in the future. 

  Customer Answer

  Date: 05/02/2024

   
  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:04/16/2024

  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 am a Realtor working for a person selling their home. Lakeview contacted the seller saying how she could do a loan assumption to give buyers leverage when she sells her home. She is military and wanted to get a buyer ASAP so she advertised the deal Lakeview had suggested. When starting the process, I called Lakeview to go over the entire process because I had never did it. The lender I talked to gave me very generic information, but they are experts so I took them on their word. When I listed the house, it was actually another Realtor interested in the home that schooled me on everything I needed to know (i.e. if a person with a VA loan let's a none VA loan assume it, the seller doesn't get that portion of her VA loan back to use). I ended up being the buyer ans seller agent and the home went under contract March 19, 2024. The seller, buyer, and I called for weeks trying to get information on what is the next stept to get the ball rolling to no prevail. They had no number that we could call to talk to someone directly in the assumption department and said we would have to email them. The emails never were answered. Finally, the seller called and the package was sent to her but it should have (according to Lakeview) been sent to the buyer to fill out. They seller sent it to the buyer and it was sent to Lakeview April 6th. To date, we have called and emailed Lakeview but they have not said ANYTHING! Both of my clients are transferring military and they are in a time crunch. My seller is well qualified, has contacted the VA to let them know she is trying to do a loan assumption with another VA user to make sure the process is quick as possible. Lakeview Loans are dragging their feet, not communicating with neither of my clients, and have terrible customer service because we cannot talk directly to who is processing this loan. I have never experienced anything like this before. I need answers to why they are not prioritizing my clients loan application.

  Business Response

  Date: 05/01/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent complaint filed by ***************************** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  The complaint was filed by the realtor. Lakeview apologize for any delay in the process and has since confirmed with our assumptions team that contact has been made with all applicable parties.
  
  Lakeview will consider this concern resolved based on the actions of our assumptions team.

  Customer Answer

  Date: 05/02/2024

   
  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:04/15/2024

  Type:Customer Service 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.

  Loancare is my mortgage company and they are responsible for dispursing my homeowners insurance payment in full each year. This is part of my monthly mortgage payment each month. Loancare did not pay my homeowners insurance ontime and went months before a payment was issued to my homeowners insurance company and they canceled my coverage. Now I am not able to get another policy due to lapse in coverage and Loancare is charging me an extra $500 per month due to their negligence. I have reached out numerous times to get the issue resolved and they will not do anything about it. I made my payments on time and I should not be held financially liable for their mistake. They should not be increasing my fees and they should also have to pay the inspection fees for me to be able to get new coverage. This was 100% their mistake! It is also very unprofessional that NO ONE will return my calls and try to resolve this.

  Business Response

  Date: 05/10/2024

  A letter was sent to the customer explaining the insurance issue. The loan was analyzed for payment adjustments.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21576250
  
  I am rejecting this response because: I have not received any letters regarding an adjustment. For *** i paid an additinal $500 and my June statement is $450 over my normal payment. I also had to pay for new inspections to shop for new insurance. Your response does not address the issue that Loancare failed to pay my insurance so it was cancelled and placed forced insurance costing me an extra $500 per month and it makes it where I have a really hard time finding new insurance since most companies won't accept forced placed insurance. Please address the fact that this financial error was Loancares fault, not mine and it should not be my financial burden. Since Loancares failure to pay is not my fault the costs should be absorbed by Loancare. 
  
  Sincerely,
  
  **************************

  Business Response

  Date: 05/24/2024

  On May 24th, 2024, *************************** from **************** of the customer team reached out to ************ to provide the below details and resolution:
  LoanCare confirmed that the premium for ************** Citizens policy has been paid from the escrow account and advised the refund from the Peoples Trust policy for $2,401.00 was refunded directly to the servicer LoanCare. In addition, ******** explained that with the refund they were able to re-analyze her escrow account with a new payment effective 06/01/2024 $1,559.85 which reduced ************** payment by $70.00 per month.
  The customer did not have any further questions.

  Customer Answer

  Date: 05/24/2024

   
  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:04/13/2024

  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.

  Lakeview Loan offered a Covid Hardship waiver that would put my loan on hold for 6 months and then restart after the 6 months. They told me that the loan would be on pause and that once I restarted the loan that I would have to add that time(6 months) and money owed to the end of the loan. Well I am going thru refinancing on my loan and found out that they not only added that money to my loan but have also put a lien against my house for that amount. I don't see how this can be legal.

  Business Response

  Date: 04/25/2024

  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.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. This customer had a prior modification processed back in April 2022. See attached information.
  
  On 09-26-2022- *************** received an application for loss mitigation options via the website. A Pandemic Forbearance Plan was approved and set up. On 09-27-2022- A Pandemic Forbearance Plan was mailed to the borrower. The letter notified the borrower that starting with the 10/01/2022 payment, the monthly mortgage payment of $1,260.03 would be paused and they would not need to make a payment for 3 months.
  
  Notes showed various phone calls back and forth between the customer and **************** during September and October 2022.  On 11/11/2022, the customer called in to extend the Forbearance Plan for additional time and was told he needed to call back in December as there was still time left during his current Forbearance Plan. 
  
  On December 2, 2022, the customer called back in to **************** and per customers request for an extension, the Pandemic Forbearance Plan was extended for another 3 months.
  In February 2023, the customer called in to **************** to discuss the forbearance plan ending and a workout solution. The borrower was advised that the account was eligible for Mortgage Recovery Advance (MRA) and that he was required to complete and return a full complete application along with supporting income documentation.  
  
  Customer went through a review process, at the beginning of 2023 with **************** sending in various documents.
  Notes documented several phone calls back and forth between **************** and the customer concerning missing documents. 
  On 02-17-2023- SPOC request was completed. Per request, a Disaster Partial Claim evaluation case was opened for review. On 3/2/2023 the customer called in and stated documents were submitted for the mod and the Hardship was resolved. The customer also informed the servicer that he applied for HAF funds as well.
  On 03-17-2023- The Modification Team updated the account to reflect that the Disaster Modification was approved, and that the data was sent to prepare the final documents.
  On 3/27/2023- The ***************** updated the account to reflect that the Partial Claim document was received **************** received back the fully executed documents for a Disaster Modification, Stand Alone Partial Claim and on 3/28/2023 was submitted to booking. 
  
  Please note that a partial claim is the outstanding past due amount balance which had not been paid during the period of his Pandemic Forbearance.  Instead, that balance is placed at the end of the loan as a junior lien in the amount of $8305.25.  As mentioned, this partial claim was booked on the account effective March 29, 2023 and the account was reinstated and due for May 1, 2023. 
  
  It is important to note that as mentioned above, the customer had also executed and completed an earlier Extended Loan Modification back in in April 2022. This could be part of the customers confusion. This modification assisted in bringing the loan due from October 1, 2021, to June 1, 2022.  An email response was sent from **************** advising the customer of the information above as well as the documents attached.

  We trust this is responsive to the complaint. *************** has made an attempt to contact the customer via phone, a detailed explanation email was sent to the customer. 

  Customer Answer

  Date: 04/26/2024

  The problem with their response is thst the Company was only supposed to do the same thing that they did the first time. Instead, the person I talked to set up two plans simultaneously without informing me. Then, when I was alerted about this problem,  the person on the phone did the opposite of what I requested and that is why we are where we are now.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21572365
  
  I am rejecting this response because:

  The problem with their response is thst the Company was only supposed to do the same thing that they did the first time. Instead, the person I talked to set up two plans simultaneously without informing me. Then, when I was alerted about this problem,  the person on the phone did the opposite of what I requested and that is why we are where we are now.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  Re: BBB Rebuttal Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. We reached out to the subservicer **************** to assist with providing a response to your BBB rebuttal, as they are servicing the account on behalf of **********************.
  
  **************** Response to customers Rebuttal:
  After reviewing your account, **************** found that they previously responded with all details to your concerns regarding the loss mitigation review process in April 2024. Here is their response:
  
  **************** detailed the account record of the review process and advised that when **************** representative called on February 14, 2024, you informed them that the financial hardship was resolved and further participated in a post pandemic questionnaire.  At that time, you were also advised that the account was eligible for a Mortgage Recovery Advance (MRA)which did not require a full complete application but that you preferred to move forward with a full application for a Traditional Modification; therefore, per your request, an application for assistance was sent via email to the address on file. The record shows that we received your application for loss mitigation options for review via the website on February 17, 2023. The account showed that you participated in the review process for potential available Loss Mitigation options.
  
  **************** further advised that when a review was completed by the Modification Team on March 16, 2023, it was determined that the account was eligible for a non-delegated workout; and therefore, was submitted for approval. On March 17, 2023, **************** called you to advise you of the status of the review process in that while the results of your application determined missing documents were needed, they also advised that based on a review of the account, your loan was in the process of being reviewed for a Partial Claim.   In our previous response letter, we clarified that **************** cannot negotiate the terms of a loss mitigation offer as they are required to adhere to Government and investor guidelines.
  
  **************** advised that you were approved for a Standalone Partial Claim in the form of a Mortgage Recovery Advance (MRA) and the account showed the fully executed Partial Claim Agreement signed/dated March 23, 2023 and was received back March 28, 2023. Therefore,the Partial Claim was completed on the account. Per the terms of this, the outstanding past due balance is placed into a new interest free junior lien payable to the United States of America acting through the ********************* called a MRA.  Thus, you will have an MRA lien against your property in addition to the lien that secured the first mortgage.
  
  **************** also advised that a review of your application for a Traditional modification was completed;however, the evaluation case was rejected and closed due to your acceptance of the Partial Claim.
  
  Lakeview will consider this concern resolved based on the actions of the servicer ****************. However,if customer has any additional questions, please contact ******************* at *************** directly:  phone number ************, or Mr. ******* **************** team who is readily available to assist at ************. Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT). We had also asked for them to pull the prior phone call recordings to confirm their responses and the information above. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21572365
  
  I am rejecting this response because: You probably should have listened to the recordings before responding because then you would have heard the problem with their response. Their representative set up 2 plans which were neither of what I asked to have done. I told them very clearly that I wanted to repeat the same thing that I had done the first 6 months. The representative assured me that that was what he was doing, but in fact he wasn't doing that. When I found out about the mistake by ***************, I demanded to talk to a supervisor to correct the mistake. The supervisor also incorrectly picked one of the plans that I said I didn't want as his way of fixing their mistake. He also assured me that I had to fill out the forms that he sent me in order to do what I wanted. Well, turns out, the supervisor also lied and roped me into a lien against my property which I would have never agreed to if I had known that was what they were doing. My fault in this matter was trusting that *************** had my best interest in mind when in fact they only care about their pocketbook and making sure to get money and extra money on top of the original loan. Then, your customer service sends me a message claiming that no interest was charged for that time that I was on a COVID pause when in fact they have charged over $3,000 in interest.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/12/2024

  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 HAVE MY MORTGAGE LOAN WITH LAKEVIEW ***************. I CHANGED MY BANK ACCOUNT AND HAVE CHANGED IT ON THEIR WEBSITE SEVERAL TIMES AND FOR SOME REASON IT DOES NOT GO THRU. I TRIED CALLING THE CUSTOMER SERVICE LINE AND WAS NOT ABLE TO GET THRU AN AGENT. I WROTE IN AND SOMEONE CALLED ME BACK ON 04/09/24, SHE CONFIRMED THEY STILL HAD MY OLD ACCOUNT ONLINE AND THE PAYMENT WAS RETURNED AND I WAS CHARGED A *** OF $15. i EXPLAINED THAT I HAVE GONE ONLINE TO CHANGE MY ACCOUNT AND IT HAS NOT BEEN CHANGED. I ASKED FOR THE *** TO BE REIMBURSED. I AM ABLE TO PROCESS MY PAYMENT VIA MY BANK BILL PAY BUT WHEN I PAY EXTRA I WANT IT APPLIED TO PRINICIPAL PAYMENT INSTEAD THEY TAKE IT AS AN ADVANCED PAYMENT. i HAVE NOT HEARD ANY RESOLUTION FOR THIS ISSUE SINCE 04/09/24. I WANT TO CONFIRM THAT THEY HAVE MY CORRECT ACCOUNT, THAT THEY REIMBURSE ME THE CHARGE AND THAT THEY APPLY THE EXTRA PAYMENT I MADE TO PRINCIPAL. I WOULD ALSO HAVE THEM CHANGE THEIR CUSTOMER CENTER ************ IT DOES NOT PROVIDE AN OPTION TO SPEAK TO AN AGENT. IT WILL NOT ALLOW YOU TO SPEAK TO LIVE PERSON.

  Business Response

  Date: 04/23/2024

  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.
  
  Summary:
  We apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. After reviewing the loan, it was determined that the bank account information was originally entered on Mr. ******* website in December 2022. The customers banking institution changed the first four digits of the account number. The customer used the correct account for the payments made on February 16, 2024, and March 18, 2024; however, the account used for the March 20, 2024, payment was the old banking information that had not been removed from the web wallet by the customer. The agent advised the customer on April 9, 2024, to delete the accounts in the online portal and enter the correct bank account information.
  
  It is important to know that the bank account that is reflected in the online portal is the original bank account information that was entered in December 2022. As advised by Mr. ******* agent, it is best to completely delete the account information and enter the numbers again.
  
  The Non Sufficient Funds (***) fee in the amount $15.00 was assessed to the account as the payment was returned due to *** in the customers bank account. Mr. ******* incorrectly advised that a request would be entered to waive the *** fee as **************** does not waive *** fees unless it is determined to be an error on the part of their servicing or systems. Please note** **************** escalation team waived the fee as a one-time courtesy. The $15.00 fee was already paid on March 20, 2024, so the $15.00 was reversed and reapplied to the unpaid principal balance (UPB).
  
  **************** research shows that the customer has been sending in electronic BillPay payments from their bank as well as making payments on the website. It is important to note that electronic BillPay payments do not come through with any posting instructions; therefore, the payment will be posted according to the standard hierarchy plan as detailed in the Note and Deed of Trust.
  
  The BillPay payment made in the amount of $5,000.00 was reapplied to the April 2024 monthly contractual payment (MCP) in the amount of $3,080.57 and after completion of the waiver of the *** fee, the remaining amount of $1,919.43 was reapplied to the UPB.
  
  We trust this is responsive to the complaint. **************** has made an attempt to contact the customer via phone, a detailed explanation email was sent to the customer. 

• Initial Complaint

  Date:04/09/2024

  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 mortgage was originally with ***************, who sold it the Lakeview Loan Servicing. The customer service is horrible, it takes on average an hour to get an answer to a simple questions on the phone. Starting in Jan, when I log in to their homepage, it redirects me to a fast lane page that tries to sell me a home equity loan and locks the page, so I am unable to get to my account. I spent an hour on the phone and was told, I would need to remember the complicated steps to bypass this dash board to get to my account, When I call after hours, they try to sell me a life alert system.

  Business Response

  Date: 04/24/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent complaint filed by *********************** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  ********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, LoanCare, LLC (a non-affiliated and separate company) subservices this loan on Lakeviews behalf.Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
  
  Upon receiving the complaint, LoanCare research confirms the web team was able to assist the customer with their website access issues. If the customer wishes to opt out of advertisements and the new Fastlane dashboard, they will need to return the LoanCare representative call and make the request.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. An email requesting callback has been sent to the customer from LoanCare. If you or the customer have any additional questions regarding this matter, please contact *************************** at LoanCare.

• Initial Complaint

  Date:04/07/2024

  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.

  (Lakeview Mortgage/***************) During COVID and my SAGAFTRA UNION STRIKE which was national, I was out of work and unable to work. I worked with mortgage company (Lakeview ***************) about this issue and they placed me on a modication plan for 3 months at a lower amount. I successfully completed the 3 months and was approved for the loan modification. I was told that the new loan packet was being sent to me in February 2024. I tried to reach out to the company a few times to continue to make the monthly mortgage but was not allowed to while the paperwork was being prepared and sent to me. They did not respond to my messages, I was not allowed to continue the mortgage payments and no letter nor any loan modification packet was ever sent/mailed to me. Ive been waiting for it and nothing came and now they are trying to reverse the approval and charge me all this back pay. Ive been out of the country for a month for work as I am now back at work. Tried to explain that but i cannot get any responses from them!

  Business Response

  Date: 04/18/2024

  Mr.Coopers summary and response:
  After careful research for this loan account, Mr. ******* escalations specialist,******************************* ***************************** sent an emailed communication regarding the resolution to the customer on April 16 (attached) summarizing what occurred. Further details listed below and timeline attached. 
  
  Just to summarize, it was determined that the customer did not make a payment in May 2023, and at that time the loan became past due. In October 2023, a pre-approval modification letter was sent to the customer, he accepted the offer and made the required three trial plan payments; October 20, 2023, the 2nd   payment on December 1 and the 3rd payment was made on January 23, 2024. 
  
  On February 7, 2024, the final permanent modification documents were sent by ***** with tracking ID# ************, and were delivered on February 8, 2024,at 2:39 pm.  On February 13, 2024,the customer sent an email through our secure message center acknowledging that the modification documents had been shipped and was inquiring about making the February 2024 payment. The agent responded for the customer to contact our *************************** so that an account resolution representative can further assist.  After which time, the customers signed permanent modification documents were not returned to **************** by the required due date hence, the permanent modification was rejected as such.
  
  *************** attempted to contact the customer on many occasions; however, had not been able to reach him.
  From February 15, 2024, through April 4, 2024, many attempts were made to contact the customer; however, the attempts were unsuccessful. No further mortgage payments were made.
  On April 5, 2024, the modification was denied, and the denial letter was sent as the final signed modification documents were not returned by the due date.
  The customer finally answered a call when Customer Relations attempted to follow up with him on April 16, 2024;however, as soon as we introduced as ****************, the call seemed to have been disconnected.
  
  At this time, the customer will need to speak to a **************** Loss Mitigation agent to discuss potential options available and to reapply for a modification.
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21541438
  
  I am rejecting this response because:

  Re: BBB Complaint ID# ********
  Response to Respondents Answer:
  
  In the first part, Lakeview/**************** is correct. They made an offer due to my financial hardship at that time due to COVID and the ************** STRIKE (SAG-AFTRA). Union members were unable to work, studios were shut down due to both COVID and the National Strike. I accepted the officer, and I did make all (3) payments they requested right on time. The last payment being in January 2024. After this last payment, I had not heard back. I will continuously log into the online account for updates. Because February was now approaching, I continued to log online to check the status (Keep in mind all of the updates during the Loan Modification 3-month trial were sent via the online account) and because February was approaching I wanted to continue with the payments while I waited for the company to send me the next step. Lakeview claims they sent the package on February 7th, 2024, they did not notify me either by phone or email or letter that it was shipped.  Two, they claimed I received it on February 8th, 2024.
  

  They failed to tell you that the first time I found out that they sent this package was in Ms. ******** email on April 16th, 2024. I immediately contacted ****** checked the tracking and reported this shipment as a lost package as I never received it. Attached you will find a response from ***** in which they suggest I contact Lakeview as they cannot track nor verify nor locate this package. They cannot actually confirm that it was delivered. The picture shows nothing at all and it that alone does not prove I received it. I reported the lost package on the 16th, and as of today, the 18th, 2024, they sent a message asking me to notify the sender that package is lost. (Copy attached)
  Secondly, the message ****************** refers to which I sent was on February 13th, 2024 (copy attached). I am NOT confirming in this message that I received anything, all I said was that I was acknowledging that a package was going to be sent. They are misconstruing my message, and as I stated above, I wanted to continue to make the payments they requested. The only notice I received about being approved for the loan modification came right after I make the January 2024 payment in the first week of January. If they state they sent it on the 7th of February, they took one month to prepare these documents. (Copy of the screenshot of how I was notified that I was approved attached). If I had already received this package already when I prepared and sent this message on the 13th, my question would not have been about how to make the payments.
  
  My point or question has always been, if I was approved right after the January payment, why could I not continue to make the payments they agreed upon while I waited to sign these papers? However, no one could answer my questions when I sent them. Beginning on February 4th through the 9th, I was not home so much as I was at the passport offices daily getting my passport ready for my upcoming business trip to ******, and was also making all kinds of arrangements for my pets, my home, my mail, my grass, etc. since I was/am in ****** for (4) months on business. I do not return to my home in the ** until the first week of June, 2024.  I even damaged my phone and was without a phone for tow or three days while I filed a claim for a new one, so I really did not always have a phone. (If needed, I can provide proof of claim).
  I have repeatedly requested in the past to please notify me via email. I am a stunt performer. My job is not in an office. My work is usually in a desert, in a forest, in the streets, warehouses, alleys, on a moving bus, etc., and I am constantly being kicked, thrown, bashed, etc. all day long. My phone is not allowed while I work. My job is a highly strenuous one. And most of my jobs are from two to three months long. And often out of town or out of the country. In January I worked in LA for a week then it was back to **. I will accept what I can because it is how I earn my income. In the event I can answer my calls, I do try. The day ****************** called me I did try to grab the call but it dropped quickly. My reception is not too good outside the ** unfortunately.

  
  I have been trying to make the payments for the last three months and have not been allowed to. As soon as I found out about the rejection, I sent them a message on the account portal and filed my complaints. Before they even acknowledged my complaints, they notified all three credit bureaus and reported negative information about this account and hurt my credit, which I find unethical.
  Company claims they notified be of this rejection on April 5th, 2024; however, I was not notified of such notice until the 8th, after I filed the complaint. (Copies attached)
  
  When I first purchased this home, I immediately updated the account and appointed my mother, ***********************************, and authorized that she be contacted and allowed to make contact with the company on my behalf, regarding my account. My mother is my financial business manager for my business. She handles the finances and all other paperwork for me on my behalf.
  
  I respectfully request that she be allowed to contact Lakeview on my behalf to assist in resolving this matter. I have already repeatedly requested that due to these circumstances, and due to my NEVER receiving the package with the paperwork, that they reinstate and offer my this loan modification again. They are creating a huge financial hardship for me demanding I make a payment of $23k now in order to reinstate my mortgage. I cannot afford that.
  I did all that they asked, I made the payments they requested, and still wanted to continue to pay and they blocked me from doing so. All I ask is that they continue with the offer they made and reinstate the loan modification program. They offered it because they knew I needed it and qualified for it, and successfully completed it. I can still do that modification. If they need to send me the paperwork again, it will have to be shipped to me in *******
  
  I also insist that they work with my mother, ***********************************. Send all communications with her, and via email. She is still listed on my account as a representative on my behalf. She is also a paralegal and can assist me with the paperwork once I receive a new packet.
  
  ***********************************
  ************
  *************************
  
  Thank you kindly,
  *****************************
  
  

  Business Response

  Date: 05/01/2024

  Lakeview's response is attached. Mr ******* email to the customer regarding his rebuttal is also attached. 

  The final modification documents were sent via FED EX on February 7, 2024.  Basically when the customer inquired about making the payment for February 2024 on February 13,2024, he was advised to call and speak with an Account Resolution Representative.  

  **************** made many attempts to get in contact with ********************** between February 15, 2024 and April 6, 2024;however, the attempts were unsuccessful. As they did not get a response from the customer after the denial letter was sent on April 6, 2024 and they never received the executed modification agreement which would allow completion for the modification process, the prior modification was denied.  The customer will need to reapply for loss mitigation assistance again should he wish to.

• Initial Complaint

  Date:04/05/2024

  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.

  In 2020, I took out a loan on property located in **. I have paid on time-no exceptions. Part of this loan included *** with very clear documentation from the lender that in accordance with federal law, the *** would be cancelled upon buyer request meeting certain requirements. However, the documentation and the law itself clearly states the *** will be automatically cancelled if the equity reached 78% of the original loan value. I have saved my money and paid down to *****% which is clearly marked on the website and acknowledged by the escrow agent (*****) who wrote in response to my dispute. The website also indicates that the value of the home has increased by $100,000. Zillow indicates the value has increased $200,000. However all of that is irrelevant as the documentation and the federal law indicates automatic cancellation based upon the original value. Yet when I inquired as to the cancellation I was informed I had to pay for an appraisal. I filed a dispute. They have closed my dispute. Besides the fact I am being asked to spend more money to achieve something they are required to do my law, why would I trust them to do an appraisal of my home to cancel the *** the law requires them to automatically do? I have had no complaints with this company although escrow seems to continue to increase until this moment. I feel as if they are simply not following federal law. I will pursue this further and expect a refund of all *** payments paid past the point I reached 78%. It is just deceitful, lack of notice, lack of due process to provide clear documentation of the *** expectations that mimic word for word the federal law. And then change the rules once you reach the point as communicated within federal law and their own documentation of automatic cancellation. I want my *** cancelled. I want this company to meet their documented information. I want this company to follow the law.

  Business Response

  Date: 04/19/2024

  Good Day,

  Kindly see attached response letter from the servicer who performs the day-to-day servicing on behalf of Lakeview Loan Servicing regarding the customer's request to remove the *** from her loan account.
  Servicers must adhere to investor guidelines and this is a FannieMae loan.  As such, their escrow team ran this property through the **** system in order to meet the customer's request.  These are the steps involved: 
  1) Verify the *** ratio of the mortgage loan meets **** eligibility criteria.
  2) Verify the borrower has an acceptable payment record.
  3) Verify the current value of the property is not less than its original value.
  a. To complete this, we must obtain a property valuation from **** servicing solutions system to verify that the current value of the property is at least equal to the original value of the property.
  Per ****, the subject property is located with a *********************************** (FEMA) declared disaster area and this event occurred less than 24-months ago. The property evaluation cannot be completed at this time unless a Brokers Price Opinion (***) or an appraisal is ordered to assess the property value, needed to determine *** termination eligibility. 

  The above information is attached for the customer along with the actual **** guideline.  Please work with the servicer directly in order to order the *** or appraisal should you wish.  Ms. ********* contact information is included within the attached responses.  Thank you in advance, 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21538142
  
  I am rejecting this response because: at no point during closing or in any of the documents provided to me (or the law itself) was the procedure communicated. It magically appeared after I paid down. In one response it indicates because I paid early. Im being punished for paying early?  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/24/2024

  We received your BBB rebuttal regarding your PMI removal dispute. We apologize for your frustration.
  
  As per LoanCares response letter dated April 18,2024, the servicer must abide by Federal ***************************** (FNMA)guidelines for Borrower-Initiated Termination of ******************************* Based on Original Value of the Property.
  Per FNMA, when reviewing requests for removal based on written or verbal request for MI termination due to reduction in the *** through the payment of scheduled monthly payments or an unscheduled principal curtailment, the servicer must do the following:
  
  1) Verify the *** ratio of the mortgage loan meets FNMA eligibility criteria.
  2) Verify the borrower has an acceptable payment record.
  3) Verify the current value of the property is not less than its original value.
       a. To complete this, we must obtain a property valuation from FNMA servicing solutions system to verify that the current
       value of the property is at least equal to the original value of the property.
  
  Your request to remove PMI was submitted to FNMA for evaluation resulting in the below decision, see arrows specifically showing FNMAs response. ****** *** requires a BPO or an Appraisal be ordered through FNMA system to determine value and eligibility.