Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

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Complaints

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

Customer Complaints Summary

328 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

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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:03/10/2024
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 has repeatedly added comments to my credit report I have challenged the balance of my loan. THIS IS NOT TRUE!!! I have repeatedly asked them to REMOVE the comments and they keep adding them. I never once challenged my balance, I challenged the fact they were insisting I had a lapse in HOI and were going to charge me an exorbitant amount of money for it!!! They are singing my credit repeatedly with this nonsense that is NOT TRUE!!!
Business Response
Date: 03/21/2024
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.

We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ********************************* regarding her concerns. LoanCare provided the enclosed written letter in response.

In Summary:
LoanCare follows all servicing guidelines with regard to the submitting of information to the credit bureaus. Although LoanCare was unable to substantiate the customers claim of repeatedly adding comments that the customer challenged the balance of their loan, LoanCare is required to add a comment anytime a dispute or complaint is received and/or resolved.

Per the customers written request, on March 14, 2024, LoanCare updated their reporting by submitting a request to the credit agencies for removal of the dispute/resolved comments. While LoanCare submitted this information electronically, please allow time for the credit bureaus to update their records. We regret that you did not receive the service you expected. We appreciate your patience as we worked to resolve this matter.

We trust this is responsive to the complaint and provides the necessary information for the Better Business Bureau to review.Should you or the Better Business Bureau need anything further, please contact **************** of the customer at **************. We are here to help assist, thank you.
Customer Answer
Date: 03/27/2024

Complaint: 21413025

I am rejecting this response because:
Although Lakeview has finally removed the unnecessary comment, they have now increased my mortgage balance by $371. How is that possible when I have no late payments, and I am paid ahead for half of my May 2024 mortgage payment? This company is unethical and dishonest.

Sincerely,

*********************************
Business Response
Date: 04/11/2024
Re: BBB Work in Progress Response to Consumer Complaint Notification

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.

********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance LoanCare is subservicing on Lakeviews behalf. LoanCare was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.

Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution. We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.
Business Response
Date: 04/11/2024
Re: BBB Work in Progress Response to Consumer Complaint Notification

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.

********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance LoanCare is subservicing on Lakeviews behalf. LoanCare was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.

Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution. We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below
Business Response
Date: 04/18/2024
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.

We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ********************************* regarding her concerns. LoanCare provided the enclosed written letter in response.

In Summary:
LoanCare follows all servicing guidelines with regard to the submitting of information to the credit bureaus. LoanCare reviewed the customers account and confirmed that the balance being reported is accurate as reported. A copy of the customers account history along with principal balance was mailed to the customer from LoanCare.

LoanCare recommends when the customer is reviewing changes to their credit report, please ensure to use an official credit report, as third-party sites such as Credit Karma are not always the most accurate.

We trust this is responsive to the complaint and provides the necessary information for the Better Business Bureau to review.Should you or the Better Business Bureau need anything further, please contact ********************* at **************** of the customer at ************************ Eastern Time. We are here to help assist, thank you.
Customer Answer
Date: 04/23/2024

Complaint: 21413025

I am rejecting this response because their response is nonsense. This company is unethical and deceitful.

Sincerely,

*********************************
Initial Complaint
Date:02/28/2024
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.
Disabled vet was receiving tax exemption on mortgage for over 2 years. Vet was quoted wrong incorrect mortgage rate and received said payment then 1 weeks later saying that I'm behind for the previous mo th and have a balance still. They will not pull tapes and 5hey continually stand behind their ignorance.
Business Response
Date: 03/14/2024
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 borrower is 100% tax exempt with Clay County for the Ad-Valorem taxes; however, the borrower is still responsible for the non-ad-valorem taxes for $2,013.13. Tax information on the account has been updated to reflect the current tax amounts owed.

On March 11, 2024, the LoanCare representative and the borrower discussed the information regarding their tax obligation with Clay County. It was also advised that the borrowers homeowners insurance premium was disbursed on March 1, 2024, for $3,217.59.This premium is significantly higher from what was paid last year, the borrower stated this was not accurate and that they would be reaching out to their county tax assessors and insurance company for more information. ******** has sent a copy the borrowers most recent tax bill from Clay County for their reference.

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.
Customer Answer
Date: 03/25/2024

Complaint: 21359558

I am rejecting this because:
Even with the increases on insurance and the tax still doesn't compute to what they are saying my mortgage is. The "corporate" handler is not returning my calls.

Sincerely,

*************************
Business Response
Date: 04/05/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB Rebuttal 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.
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 04/05/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB Rebuttal 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.
This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Initial Complaint
Date:02/19/2024
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.
Refinanced my Mortgage with Lakeview Loan Servicing, LLC formerly known as ********** LLC. During the closing I signed a document specific to the state of ********* called the ********* Property Tax Escrow option which gives me the right to choose how I would like my taxes paid, ie.; annually or Bi-annually and there used to be an option for you to have the mortgage company send you a check at the end of the year so you could go pay the taxes yourself. I used to be certified through the *************************** to go out to peoples homes to complete the loan signings for Banks and title companies. I bring this up because I knew exactly what document to look for when closing the loan. I am 100% percent certain that on the ********* Property Tax Escrow option we chose the option to have our taxes paid once per year. During the 1st year of payments I noticed the taxes were being paid twice per year and I bought it to their attention. They looked and according to them I selected the option to have my payments made twice per year. After going back and forth with the representative swearing I didn't select that option, I was instructed to send an email to the tax division requesting the change from twice per year to once per year. I did that and have had several "escalation" processes scheduled for a supervisor to call me. Well they call from a number that doesn't ring on the phone and they leave a voicemail telling you to call back at more convenient time to speak to them regarding the matter. When you call the number they give you a recording comes on saying the number is invalid or doesn't except incoming calls. This has been 2 years now and I am still seeking resolution. I asked a representative on 2-16-24 to send me a digital copy of the original document showing what selection I made on the ********* Property Tax Escrow option, the email I got as of 2-18-24 only contained the closing disclosure and my first payment letter. Why is this so difficult to change?
Business Response
Date: 03/14/2024
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.

********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance LoanCare is subservicing on Lakeviews behalf. LoanCare was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.

Lakeview is requesting an extension permitting additional time to obtain the information needed from the prior servicer in order provide a resolution. We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.
Business Response
Date: 03/15/2024
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, ************* (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.
Please see detailed resolution letter attached. Thank you
Initial Complaint
Date:02/18/2024
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.
Phone wait times are 2 hours. They took all my info to pay them and told me it was marked as paid but the money was never taken out, I had to call a second time and I still am not sure if its paid. Their website does not work, wont let you get passed your ss#. This company is going to wreck my credi
Business Response
Date: 02/28/2024
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. Research shows that three payments were made through our secure automated phone system using three different Chase checking account numbers. The payments made on January 3, 2024, for the December 2023 and January 2024 monthly payments using the checking account ending in 3216 and on February 17, 2024, for the February 2024 payment using the checking account ending in 6252 were posted successfully.

The payment made in February 2024, in the amount of $1,318.32, using the Chase checking account number ending in 0114 was returned from the customers banking institution as the account was unable to be located with the information provided. The late fee for February was waived as a courtesy on February 19, 2024, and there has been no negative credit reported to the credit bureaus. The loan is current, with the next payment due on March 1, 2024, in the amount of $1,318.32.

The customers loan transferred to **************** for servicing on December 1, 2023, and had a sixty, day period where they are protected from late fees being accessed and negative credit being reported due to RESPA guidelines. Payments can be made to Mr. ******* website, www.mylaeviewloan.com , on the **************** app, through their secure automated phone system at **************, or by check, wire, MoneyGram and Western Union.

We trust this is responsive to the complaint. **************** has contacted the customer and provided a detailed explanation of this resolution, as well as sent an email.
Initial Complaint
Date:02/15/2024
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 has fraudulently mishandled our mortgage payments. They have also failed to provide the necessary customer service to resolve the issue. They have assessed late fees as well as reported a 30 day late payment to my and my wife's credit reports. This late payment is a direct result of the most recent security attack on *************** where they failed to protect the personal information of 14.7 million borrowers. They never once mentioned that they were having payment issues but instead attempted to imply the problem was on my side. This has led to great economic loss for my family. This is a very deceitful business practice and im sure millions of other people are in the exact same position that I am in. I have been attempting to resolve this issue for 2.5 months yet have been strung along by ***************. I have decided to elevate things on my end and file complaints everywhere I can. If they provided adequate customer service, I wouldn't have to spend my time doing this.I have attached a (longer...sorry) letter that I intend on submitting to *************** as well as the three credit bureaus, the **** and my states financial protection. I will attach my letter as well as an email between *************** and I. I have a substantial amount of other correspondence and supporting docs if needed. I have spent an incredible amount of uncompensated time on this. its so frustrating!Thankyou so much for your time. We are very fortunate to have organizations like yours to hold bad business ****************************************
Business Response
Date: 02/27/2024
On February 16, 2024, Mr. ******* Customer Relations contacted the borrower and advised him that they will be backdating his December 2023 payment that was received on January 3, 2024, to the December 31,2023, date and will submit a credit correction for both customers on the account. MRC will also provide them with another copy of the Cyber Incident Letter from December 2023. The customers were satisfied with the resolution and did not have any further questions.
Initial Complaint
Date:02/14/2024
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.
I recently pulled my credit report to find out that I have a 0 credit score at 48 years old. While working with my loan officer, she and I contacted Lakeview Loan Servicing because I have a home that I have been in for 12 years and my mortgage comes out automatically. They have been sending me notices informing me that I have $84k in equity in my home. When I tried to take out $25k, they told me I was denied because I have a 0 credit score. I asked them why they were not reporting my mortgage company, because if I stopped paying they would report that to the credit bureau. They told me because I filed bankruptcy back in 2017 they don't have to report my ****** payments to the credit bureau. This is not fair I pay my bills on time to build my credit. I am seeking help with finding out if legally they can do this and if I have any recourse regarding this matter.Thank You
Business Response
Date: 02/21/2024
We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to ************** regarding her mortgage not being reported to the credit bureaus each month. LoanCare provided the following timeline and summary:

08/24/2011: Closing date

04/09/2015: Chapter 7 bankruptcy filed.

07/22/2015: Bankruptcy discharged.

07/05/2016: Loan acquired by LoanCare for servicing.

05/08/2017: Chapter 13 bankruptcy filed.

Summary:
Since the customer did not reaffirm the debt, no information will be reported to the credit agencies. We suggest that the customer contact her bankruptcy attorney for information regarding reaffirmation of debt after bankruptcy discharge.

LoanCare spoke to ************** on 02/20/2024 to discuss the details of the resolution stated above. A resolution email was also sent to the customer.
Initial Complaint
Date:02/13/2024
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.
LakeView **** Services services my mortgage. They experienced a significant security breach in Nov/Dec 2023. This breach resulted in the discontinuation of their add and their website was down for a significant period during that time. Payments couldn't even be mailed or called in to an agent during that time. A new app was created and the website started functioning again in December 2023. Since December, I have attempted to make payments via their app, their website, and their automated phone system, all information matches my back's routing and account numbers and I have more than sufficient funds to cover the payment in my account yet my back has returned the last three months' payments because there is a back-end issue on the part of LakeView. I have called agents at least six times in the last three months to pay my mortgage via a live agent to ensure they received payment on time and to try to fix this problem. All of my payments have been made to them each month. Instead of LakeView fixing the problem, they are now penalizing me by requiring me to pay the mortgage via certified funds for the next six months! I have done everything in my power to address and fix this and pay them per my obligation, they have failed me as a customer and I know I am not the only mortgage holder experiencing this issue, per one of the agents I spoke to. LakeViews systems are still not in shape to accept their customer's payments. The resolution I am seeking is to reverse the certified funds requirement and to fix whatever issue has caused all these problems for me. Thank you.
Business Response
Date: 02/29/2024
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 reflects the borrowers account was reviewed and found that there were multiple payments returned during the months of December 2023, January 2024, and February 2024. The cause of these returned payments was due to incorrect account information on LoanCares website. The account information has since been corrected and LoanCare has confirmed the payments for December 2023, January 2024 and February 2024 have been received and applied to the loan.

Due to the payment reversals the borrowers account had been placed on a certified funds requirement. This requirement has been removed to allow the borrower to continue making their monthly mortgage payments via their preferred payment method. LoanCare have also waived the late fee that had been assessed.

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.
Customer Answer
Date: 03/01/2024

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:02/10/2024
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.
I have my loan serviced by Lakeview for a home I purchased in November 2022. I am and awarded 100% disability from the VA which Lakeview was made aware of since I went with my VA loan program. Lakeview had instructed me to file and submit customer request to have the property taxes removed from my escrow account to which I have filed. I was informed by Lakeview that they will handle all necessary documents and submit to my county tax office, proving that I am no longer responsible for property taxes on my property. I even received a refund check for the taxes I paid in 2023, I noticed in my January 2024 statement my mortgage payment went up significantly high. Trying to reach someone in lakeview is impossible, When I was finally able to speak with someone, somehow my county taxes office sent Lakeview a bill for 2023 & 2024 taxes, leaving my escrow account in negative. I was never notified by mail on contacted in any way from Lakeview regarding my property tax or aware of the increase on my mortgage payment. I am a disabled veteran, and this would make an almost $1500.00 difference in my mortgage payments monthly, yet they are forcing me to pay my mortgage with no other options of help knowingly they screwed this up. The employee I spoke with was not helpful and clearly there is an issue on their website due to the fact that none of my requests have come through, yet they will do nothing to fix it. I am not required by the VA or my loan to have property taxes included in my escrow and I want them removed. they also did not send my property insurance payment and was almost dropped from the insurance company due to Lakeview negligence. How is this company still in business with all the complains put against them all for the same reason. We have families and put in a stressful situation due to the faults of this company. My new monthly mortgage payments are more than my VA income and they will not help to fix or make corrections on what they messed up on.
Business Response
Date: 03/04/2024
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.

LoanCare research shows the borrower had submitted his 100% tax exemption approval to have tax lines removed from his escrow account on 08/2023. LoanCares received the notification and removed tax lines based on the notification received. The escrow account was analyzed to remove taxes and issue escrow overage. New payment $2,586.46 effective 09/01/2023. Escrow overage $4,362.15 released to borrower.

The Hillsborough County tax assessor sent the 2023 tax bill on 11/2023 for $7,684.45 which was paid out of the borrowers escrow account. This caused a significant shortage in the escrow account. The escrow account was re-analyzed to reflect updated tax lines and shortage amounts. New payment effective 02/01/2024 $4,323.70. Escrow shortage of $11,912.49. The borrower escalated his concerns with the tax bill being paid, stating it should not have been paid and he is owed a refund.Further tax research was completed. It was confirmed with Hillsborough County that the borrowers tax exemption is effective for 2024 taxes and not the 2023 taxes. The 2023 taxes paid on 11/2023 are correct. The 100% tax exemption is for the ad-valorem taxes. Borrower is still liable for the non-ad-valorem taxes. Tax lines have been updated to reflect the non-ad-valorem tax amount of $3,074.91.

The escrow account was re-analyzed to reflect corrected tax lines. New payment effective 02/01/2024 $3,811.53 escrow shortage of $10,376.00. This information was explained to the borrower during a phone conversation 02/08/2024 with LoanCare. The borrower expressed concerns with the increase in his mortgage payment and his inability to afford it. He stated the property is on the market to be sold.

Due to the missed opportunities in the handling of the borrowers tax lines and escrow account LoanCare has agreed to remove the shortage amount from the mortgage payment to offer payment relief. Effective 03/01/2024 the mortgage payment will be $2,946.86. ******** explained that this is a temporary resolution for 3 months to allow time for the home to be sold and still allow an affordable monthly payment to avoid any delinquency.

Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. The borrower will remain in contact with ***** at LoanCare.
Initial Complaint
Date:02/09/2024
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.
I have had a mortgage with LakeView Loan Servicing since April 2015. I was divorced in May of 2018 and reached out to the company to see what my options were to remove my ex husband from the mortgage. I was told to fill out a loan modification and provide my divorce decree and quit claim deed. I did this and have modification papers that clearly state our original mortgage was amended and my name is the only name that shows. He contacted me and said that he is still showing on the mortgage. HE reached out to the mortgage company and they released all of my personal information to him. Not information on the loan but MY PERSONAL INFORMATION.
Business Response
Date: 03/01/2024
In Summary:
Our records indicate that ************************* executed the Promissory Note, and he is still legally liable for the debt and cannot be removed from the loan or any modification documents.While the Quit Claim **** removes his name from the title to the property, it does not alleviate him from the financial obligation as it relates to the property. You would need to refinance to have ***************************** name removed from the loan. You also stated in your correspondence that your personal information was provided. After research of this claim we can assure you the only information provided to ****************** was the attorney information
Customer Answer
Date: 03/01/2024

Complaint: 21270155

I am rejecting this response because the modification agreement that I have attached clearly states the original mortgage was amended. The modification is done in my name, *************************, only! I was assured that by doing a loan modification, along with my divorce decree and quit claim, that ************************* would no longer be responsible for the loan.

Sincerely,

*************************
Business Response
Date: 03/13/2024
Re: BBB Rebuttal Response in Progress Response to Consumer Complaint Notification -Lakeview Concern # *****

Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB rebuttal 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.

This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 03/14/2024
Re: BBB Rebuttal Response in Progress Response to Consumer Complaint Notification -Lakeview Concern # *****

Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB rebuttal 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.

This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 03/18/2024
******** provided the enclosed response letter in response to the rebuttal received. Below is a recap of their response:

As indicated in our initial response, as ************************* is on the Promissory Note he is still obligated on the loan. If you wish to remove him from the mortgage loan, you will need to refinance. We sincerely regret if there was any confusion regarding what a Quit Claim Deed would do.The Quit Claim Deed allowed you to modify the loan and remove his interest in the property. However, it does not eliminate his financial obligation. As such he is still permitted to be provided with information regarding the mortgage loan and the status. Your correspondence contains allegations of providing personal information. We take such allegations very seriously. LoanCare does not engage in unethical practices or condone such behavior. We trust this is responsive to the complaint and provides the necessary information for the Better Business Bureau to review.
Initial Complaint
Date:02/08/2024
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 a mortgage loan thats being serviced by Lakeview. I was awarded 100% service connected disability from the VA last year and have my property taxes exempted by Hillsborough County, ** Tax Collector due to my disability rating. I have called 4 times and spoken with Lakeview customer service reps who asked me to submit the exception letter through their portal.On the second call I was told to send it in thru email.On the 3rd call I was told that a letter explaining the situation will be mailed out. The letter said the issue should be resolved within 30 days.On the 4th call I was told that the exception didn't have an adjustment amount on the county website. I told her that *** sent in the letter signed by the property appraiser's office which has the amount of $O on it; to which she replied that they dont have any paperwork on file! I asked to fax it in, which I did. I am a 100% Permanent and Totally disabled War Veteran. This means I live on a fixed income. This is costing me almost $200 a month.It seems that there is a pattern of the same complaints, as I am not the only Veteran complaining of the same problem.I need this issue fixed before my next mortgage payment or it will have to escalate to the ************************ *********** 14th Representative / Senators, and ************ for a resolution.
Business Response
Date: 02/27/2024
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 reflects that on February 12, 2024, review of the information the borrower provided confirmed they were approved for a 100% veterans exemption for the 2024 tax year. This exemption applies to Ad-Valorem taxes only; non-ad-valorem taxes were billed in the amount of $524.00. LoanCares system has since been updated to reflect the following upcoming disbursements.
LoanCare completed an analysis of the borrowers escrow account and effective March 1, 2024, their payment will be $1,077.04, as outlined below and on the Annual Escrow Account Disclosure Statement, which will be sent to the borrower from LoanCare.

$777.31 Principal and Interest
$201.59 Escrow Payment
$98.14 Shortage (spread over 12 months)

Note**The borrower always have the option to pay any shortage in full, otherwise the shortage of $1,177.63 will be
spread over twelve monthly payments.

Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter along with supporting documents have been sent to the borrower from LoanCare.
Customer Answer
Date: 02/27/2024

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,

***********************

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Lakeview Loan Servicing, LLC is NOT a BBB Accredited Business.