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:01/26/2024
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 am writing this letter of complaint because I recently received a letter/statement from my loan servicer, Lakeview Loan Servicing, LLC, dated 01/16/2024. This letter/statement indicates that my mortgage is in default and I am in jeopardy of losing my home to foreclosure. I have contacted the subservicer (LoanCare) of my mortgage to assist me with a modification process. The modification process has initiated, and I was informed that the I would be contacted when the review process is complete. As a result of the ******19 pandemic, I currently suffer medically and financially. Lakeview Loan Servicing, LLC has failed to properly and accurately document my account and they have threatened my livelihood with the procedures of foreclosure. Lakeview Loan Servicing, LLC has falsely implicated that the monthly payments for the months of October of 2023 and November of 2023 have not been paid. This is clearly inaccurate and false. The *** HAF **************************** submitted $2,377.54 to the loan servicer on or about October 2, 2023 on my behalf, and there was a personal payment taken from my personal checkings account on December 12, 2023, in the amount of $586.62, which has not been applied to the mortgage account to date. There was also payment assistance made by the *** HAF Program on 01/12/2024, in the amount of $1,482.08. Lakeview Loan Servicing, LLCs unfair, deceptive, and abusive practices (UDAAP) has unethically contributed significantly to my financial hardship. According to the recent statement I received from the loan servicer, I am inaccurately in mortgage debt in the amount of $6,823.78.
Business Response
Date: 02/09/2024
In Summary: Borrower was approved for *** funding. The servicer LoanCare received a *** payment for $2,377.54, which were applied to the loan on 10/17/2023. The payment of $1,482.08 was applied towards the 10/01/2023 mortgage payment with the remaining funds of $895.46 being applied to fees.

Upon further review of the *** funds, an error was identified. The *** funds received were intended to be applied solely towards the fees. The payment applied on 10/17/2023 was subsequently reversed and applied to the fees as intended. The Borrowers payment of $586.62 remains in suspense.

Resolution:
In an effort to resolve this matter and remediate the delinquency on the account an updated reinstatement *** inquiry was submitted. The total reinstatement quote of $6,823.78 is good through 02/29/2024. The *** program has agreed to send the additional funds to bring the account current. Once the funds have been received and applied, the account will reflect due for the 03/01/2024 mortgage payment.

Additionally,the borrower is currently working with LoanCares ************************** and has been approved for a forbearance plan effective 02/01/2024 04/01/2024. There have been no late fees or negative credit reported during this time.

*************************** from **************** of the ******** team provided ************** with the details stated above. In addition, a letter of explanation is currently being prepared and will be mailed to the customers mailing address.
Customer Answer
Date: 02/10/2024

Complaint: 21201888

I am rejecting this response in part because: Upon LoanCares review, an error was identified, as the servicer acknowledged. The approved *** HAF funds in the amount of $2,377.54 were supposed to have been applied to prior Corporate/Advanced Fees that were continuously on the monthly mortgage statements I received. However, on or about 10/17/2023,*** HAF funds were applied to the loan in the amount of $1,482.08, leaving a remaining balance of $895.46, which was then applied to intended Corporate Fees. At that time, LoanCares reversal of the payment caused me to default on my loan.

After contacting LoanCare on 10/17/2023 and 12/12/2023 on a recorded line, I was provided conflicting information regarding the *** HAF funding disbursements. The LoanCare representative on 10/17/2023 assured me the funds would cover the month of October. However, on 12/12/2023 the LoanCare representative indicated that the remaining *** HAF funds in the amount of $895.46 would go towards the month of November, and that I needed to make an over-the-phone payment to cover the difference. I provided my checking account information in the amount of $586.62 to satisfy the month of November, as the servicer requested. Surprisingly, ***** Chamber appear to be in suspense of my checking account payment.

I am requesting additional information and/or clarity into the $586.62 payment that remains in suspense, that I made on 12/12/2023,according to ***** Chamber. The payment was clearly taken from my checking account. I am requesting accountability for this payment removed from my checkings account. I certainly did not receive a reversal for this payment. To learn that my payment made in the amount of $586.62 remains in suspense by the loan servicer is concerning.

After speaking with ***** Chamber, she informed me that I was on a 3-month Forbearance Plan. I indicated to her that I would be hospitalized to have a surgical procedure performed at the end of the month, and would need an additional 3-month Forbearance extension. I was informed to contact ***** Chamber at ******************************* towards the end of the month and that I would receive an extension, due to urgent extenuating circumstances. In ***** Chamber's response, the forbearance extension was not mentioned as indicated.
My supporting documents previously submitted displays the ($586.62) amount on the monthly mortgage statement as unapplied.

Sincerely,

*****************************
Business Response
Date: 02/19/2024
Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent rebuttal to the BBB response provided to ***************************** 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.

Resolution:
In an effort to resolve this matter and remediate the delinquency on the account, an updated reinstatement *** inquiry was submitted.The total reinstatement quote of $6,823.78 is good through 02/29/2024. The *** program has agreed to send the additional funds to bring the account current.Once the funds have been received and applied, the account will reflect due for the 03/01/2024 mortgage payment.

Additionally, please note, the borrower is currently working with LoanCares ************************** and has been approved for another forbearance plan effective 02/01/2024 04/01/2024. Although the customer mentioned needing an extension due to health reasons, ******************** requested that the customer contact her and LoanCare closer towards the end of the forbearance plan to request additional extension of time. There have been no late fees or negative credit reported during this time.

As previously mentioned, ******************** from **************** of the ******** team is also coordinating with their internal Loss Mitigation team to further discuss this customer being in forbearance and applying for additional assistance. ******************** will remain Ms. ****** single point of contact with LoanCare and provide ************** with further details as needed.

We are closing out the concern on Lakeviews side as the customer is working with the servicer of the loan directly and has a single point of contact assigned to her in order to resolve any future concerns. We trust this is responsive to the request from the BBB.
Initial Complaint
Date:01/25/2024
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 requested a financial hardship and was approved to where my payments were set at a certain amount from October 2023 to January 2024. I went on line to check my statement for Feb 2024 as I have not received it yet. My payment should of been lowered since I have new HOI.I could not get into my account. I called and the first person I talked was not understanding what I was inquiring about. The second person I talked to stated that I was to pay an ungodly amount in which I asked for a breakdown and she told me to go on the website and there is a option for payment history as she said all the information where the money is attached to.I told her that the numbers do not Add up. We called again (my brother was on the line) ******* stated that because I sent in Jan 2024 payment that I am acknowledging that since I received a the hardship that I agreed to a 40 year mortgage from a 20 year mortgage, an increase in a percentage rate from 3.5% to 7.5%, adding $75000 to plus $13000 and a lien placed on my home. Why would I agree to that?? What is a hardship for? I could have borrowed money from a family member to pay my increase difference of $600.00 which would only add up to $1800 but I am being taking advantage Ive but wanted to know why someone would accept those term?She stated that I could accept the mitigation or decline it.She couldnt provide a detailed explanation of this. We called again as my brother was still running all the numbers that was thrown at us. Called again & got the opposite answer of what was given to us. She stated I could decline the mitigation & that if I paid $224.42 that day (01/22/2024) my mortgage would go down from $1300 to $991, I paid the amount and was advised to fax or email a letter rejecting the mitigation. I emailed it & tried to fax it but was given a line is not picking up reportI saved the fax report. Today we called to check & was given the run around. I want to talk to a supervisor.Shame on you Lakeview/loancare.
Business Response
Date: 02/16/2024
We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ***************************. LoanCare provided the below response:

*************************** from **************** of the ******** made attempts to reach you via telephone on February 8th and 9th and was unsuccessful. An email was sent on February 8th. Due to the inability to contact you to further discuss your concerns. ******** drafted a letter in response to your concerns. The letter was sent to your mailing address via *** overnight delivery. The tracking number provided: 1ZF1506F0147768812. A copy of the correspondence has been enclosed.

We strongly encourage you to work with your assigned point of contact *************************** should you need anything further.
Initial Complaint
Date:01/24/2024
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.
We have homeowners assistance program helping us pay mortgage until March ****. Our mortgage company withdrew money from our account for ******* mortgage payment even though they have been getting the payment through the program. We have been trying to get reimbursed but Lakeview isnt wanting to reimburse. We called and sent what they wanted a bank statement saying it was withdrawn. reimbursement was denied in the email it said because payment would be past due. I called to dispute it they said they resubmitted the reimbursement claim sand to give it 3-5 business days we should know by 1/24 I called and now they are saying they are still reviewing it and will know by 1/31. That is not ok they have been getting their payment. We are now behind on bills since they took out $2,183.00
Business Response
Date: 02/02/2024
We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to your payment refund request. LoanCare provided the following details of resolution below:

LoanCare confirmed that the refund check for the January **** mortgage installment drafted from the customers bank account for $2,183.28 has been issued as of January 31,****. The Check number ********** was sent to the customers mailing address on record via *** delivery with tracking number 1ZF1506F0174374982.
Initial Complaint
Date:01/24/2024
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.
I have had my loan serviced by Lakeview for some time now. I was awarded 100% service connected disability from the VA last year and have had my property taxes removed by Duval County Tax Collector due to my disability rating. Lakeview has instructed me to file a customer request to have the property taxes removed from my escrow account to which I have filed now online 4 times as well as faxed all necessary documents proving I am no longer responsible for property taxes on my property. However, they are stating they have not received ANY of my requests online or by fax and are telling me they will not remove the property taxes until its time to pay them in December. I am a disabled veteran and this would make an almost $300 difference in my mortgage payments monthly, yet they are forcing me to pay them for a year when the tax collectors office and property appraisers website both clearly state they have been removed from my property due to my disability rating. Every employee I have spoken to has been rude and unhelpful 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.
Business Response
Date: 02/01/2024
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.

********************** 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 reached out to the county tax office and spoke to ***************************. On the call it was confirmed that all taxes are paid current and that ******************************** has been approved for 100% veterans disability tax exemption.
See detailed resolution response attached. Lakeview will consider this concern resolved based on the actions of the servicer LoanCare.
Customer Answer
Date: 02/02/2024

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:01/19/2024
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.
My escrow account keep having a negative balance. I havent missed any payments, so I dont understand why the escrow portion of my monthly payment isnt being applied. I tried to call the company number but the automated system dont let me speak to anyone. I received an email from a company related to the mortgage company to only say they will have someone to call me. Nobody never called and I will not make another payment until I find out where my payments is going.
Business Response
Date: 01/24/2024
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.
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 demonstrated that the borrowers account determined that all payments received were processed timely and accurately and there is no evidence of missed or late payments.

**************** called and contacted the borrower on 1/19/2024 and discussed their escrow account in detail. As per **************** they advised that the escrow account was effectively managed. **************** discussed the status of the escrow account and provided an explanation of the negative balance due to the out of cycle escrow analysis (EA) generated due to a previously approved partial tax exemption and previous surplus being issued to the customer. An explanation of how the escrow account works was provided and it was clarified that the account may reflect a negative balance when **************** advance funds to disburse for escrow items (tax/insurance). It was clarified that increases in the billing amounts issued by the respective third-party agencies for the escrowed items will adjust the base escrow amount when the annual escrow analysis (EA) is generated and explained that there was an increase in the annual amounts billed for both taxes and insurance.

**************** also advised the borrower that an annual escrow analysis (EA) will be generated this month and that a preview of the upcoming analysis reflects a shortage and payment increase according to preview. Per the customers request, an additional escrow payment was scheduled to be processed on 1/22/2024 in the amount of $1,500.00 prior to the annual escrow analysis (EA)process to reduce any potential shortage. The customer was advised the payment may take 1-3 days to process and that they would monitor the account to ensure the additional escrow payment was included in the next escrow analysis (EA).The customer stated the intention to check directly with the insurance company regarding the status and amount of his hazard policy.

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:01/19/2024
Type:Billing 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.
1/5/24 called loancare and talked with ****** about making January payment over phone and fixing issue with account number. She stated we had called and told her we did not. First time I had ever called Loancare. Our payments were accepted but never posted to account.1/18/24. Called loancare because payments were listed past due Spoke with ***** and we sent payment via bill pay from bank. Still not posted to account.Worst company I have ever worked with and I also want returned checks fees and late fees waived. This is company fault.
Business Response
Date: 02/12/2024
Re: BBB in Progress Response to Consumer Complaint Notification -Lakeview Concern # *****

Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB 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.
Customer Answer
Date: 02/12/2024

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:01/16/2024
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 July 2022, my husband and I received a notice from the town that we were delinquent on our property taxes. As our taxes are escrowed, my husband called Lakeview on our loan #********** to open an investigation. Until Dec 2022, Lakeview repeatedly ignored his requests. This prompted me to open a case with the Better Business Bureau in January 2023. Lakeview opened an escalation in response to this but we continued to still have issues resolving the case so I reached out to the *** and this got Lakeviews attention. There were multiple issues with trying to reconcile the amounts posted to our account online. ********************** claimed they paid on the wrong parcel and they sent a reimbursement check for $6k we used towards our principal balance. After making this payment, they came back and said we owed. We disputed paying this amount since they had told us we did not owe this and they issued us a check. Lakeview turned around and agreed to waive the $6k provided we agree not to take legal action against them for anything related to this matter. They sent us an agreement which we signed and sent back early November. We reached out shortly afterwards since we had not received a response. They claimed that their email was down but that was two months ago. We want to resolve this issue and close it out.
Business Response
Date: 01/31/2024
We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to the customers concerns.LoanCare provided the below response:

The prior concerns from the customers were already resolved within the previous BBB complaint case # ******** under LLS concern ID *****. *********** family had been responded to from both companies, with full resolution. We have enclosed a copy of the email resolution response.

When *********** family reached out in November of 2023 to confirm receipt of the Hold Harmless Agreement (HH) unfortunately, ********* systems were down due to their security incident. They were not receiving emails or responding to emails sent. They apologize for the delay in responding back to the Coutures,however, they did receive their HH and sent the attached letter dated January 30,**** in response.

On January 23, ****, *************************** from ********* office of the customer team spoke to the customers to confirm receipt of the Hold Harmless agreement dated November 10,2023.
Initial Complaint
Date:01/15/2024
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.
LAKEVIEW HAD A SECURITY BREACH THE END OF NOVEMBER 2023, ONCE THE **** WAS UP AND RUNNING TO MAKE PAYMENT. IT DOUBLE CHARGED ALL CUSTOMERS AND WAS TOLD REFUNDS WOULD BE SENT.NOV 27TH 2023 1045AM-CHECK SUPPOSED TO BE MAILED (WAS TOLD CHECK WILL BE SENT OUT FOR REFUND) JAN 2ND **** 1225PM-HAD NOT RECEIVED CHECK, CALLED AND WAS ADVISED THE CHECK CAME BACK RETURNED. THEY HAD MY OLD ADDRESS FROM PREVIOUS RESIDENCE ON FILE FOR THE LAST 4 YEARS I HAVE BEEN WITH THIS COMPANY AND VERIFIED THE ADDRESS EVERYTIME I CALLED. WE CORRECTED THE ADDRESS AND WAS TOLD SOMEONE WOULD CALL ME WITH THIS INFORMATION ON OVERNIGHTING CHECK AND TRACKING AND THAT IT WILL BE SENT OUT ASAP. (NEVER RECEIVED A CALL) JAN 5TH **** 828AM- STILL HAD NOT RECEIVED CHECK, CALLED AND WAS ADVISED THE CHECK REQUEST WAS REJECTED BECAUSE OF THE ADDRESS CHANGE.WAS TOLD SOMEONE WOULD CALL ME WITH THIS INFORMATION ON OVERNIGHTING CHECK AND TRACKING AND THAT IT WILL BE SENT OUT ASAP. SPOKE TO ****** (NEVER RECEIVED A CALL) JAN 8TH **** 232PM-FOLLOWED UP TO MAKE SURE CHECK WAS SENT AND IT WAS NOT. SUPERVISOR SAID THE PREVIOUS PERSON DID NOT PROCESS MY REQUEST CORRECTLY AND SHE HAD TO DO THE CORRECT PROCESS. WAS TOLD SOMEONE WOULD CALL ME WITH THIS INFORMATION ON OVERNIGHTING CHECK AND TRACKING AND THAT IT WILL BE SENT OUT ASAP..(WAS ADVISED IT WAS SENT ON 1/5 BUT NOT OVERNIGHTED WITH TRACKING AS ADVISED BY SUPERVISOR (******). WAS TOLD SOMEONE WOULD CALL ME WITH THIS INFORMATION. AFTER NOT RECEIVING THE CHECK THE FIRST TWO TIMES, I ASKED IF IT COULD BE APPLIED TO MY CURRENT JANUARY PAYMENT DUE. I WAS TOLD NO THE 1ST BECAUSE WE ALREADY DID THE CHECK PROCESS EVEN THOUGH NOTHING HAD BEEN SENT OUT AT THAT POINT. ASKED AGAIN ON MY OTHER CALL AND SUPERVISOR TELLS ME I COULD DO THAT, BUT I JUST PAID MY MORTGAGE SO IT WAS TOO LATE AT THEN. *** 10TH ****-RECEIVED A CALL INREGARDS TO MY OPEN ****. I WAS TOLD THAT AFTER FURTHER INVESTIGATION THAT THEY HAD FOUND OUT THAT THE CHECK WAS CASHED ON 12/12 BY A ***************************. I ADVISED I HAVE NO IDEA WHO THAT IS AND IF THAT WAS THE **** WHY HAVE I BEEN TOLD PREVIOUSLY THAT THE CHECK CAME BACK TO THEM AS RETURNED AND SEVERAL TIMES INCLUDING (1/8 AND WAS TOLD IT WAS SENT AGAIN ON 1/5 AND TO KEEP CHECKING THE MAIL) THAT THEY HAD SENT OUT A NEW CHECK TO ME BUT NEVER DID. I HAVE RECEIVED INCORRECT INFORMATION EVERYTIME I HAVE CALLED. I WAS SENT THE ***** CHECK AND WELL FARGO DOCUMENT AND TOLD THAT I NEED TO SUBMIT THIS PAPERWORK TO ***** FARGO AND FOLLOW UP WITH THEM AND LAKEVIEW WOULD BE TRACKING THE SITUATION UNTIL IT IS RESOLVED.CALLED ***** FARGO TO VERIFY SOME INFORMATION WITH MY **** AND THEY ADVISED THEY HAVE NO INFORMATION FROM LAKEVIEW AND NEEDED TO BE SUBMITTED BEFORE I SENT OVER THE PAPERWORK LAKEVIEW PROVIDED OR THEY WOULD NOT KNOW WHAT TO DO WITH IT. I CALLED LAKEVIEW BACK AND THEY SAID I JUST NEED TO SEND THE PAPERWORK AND ***** FARGO WOULD HANDLE IT FROM THERE. SPOKE TO ******* IN THE AM AND 2-3 DIFFERENT PEOPLE THE SAME DAY AFTER THAT FOLLOWING UP ABOUT THE PAPERWORK. *** 10TH ****-FILED A POLICE REPORT AND PRESSING CHARGES 1/11/24-CALLED LAKEVIEW AGAIN AND WAS ADVISED AGAIN THAT I NEED TO SEND IN THE PAPERWORK TO ***** FARGO AND THAT IS NOT FOR THEM TO HANDLE ANSD TO SEND TO ***** FARGO.CONTACTED **************** AND SPOKE TO ****** AND SENT HIM OVER THE PAPERWORK VIA EMAIL. HE ADVISED LAKEVIEW SHOULD BE REACHING OUT TO FILE THE ***** ****.LAKEVIEW HAS REFUSED TO ASSIST ME FURTHER AT THIS POINT OR GIVE ME ANY INFORMATION AND HAS NOT SENT ANYTHING TO ***** FARGO. LAKEVIEW WILL NOT HANDLE THIS WITH ***** FARGO ON THE BACKEND AND RESEND ANOTHER REFUND AS THIS WAS THEIR FAULT. I HAVE BEEN LIED TO EVERYTIME I CALL BY LAKEVIEW. THIS COMPANY HAS BEEN REPORTED OVER 400 TIMES YOU AND NOTHING GETS DONE. THERE REVIEWS PROVE THAT THEY ARE SCAMMING THEIR CUSTOMERS. I WANT MY MONEY BACK AND LAKEVIEW PENALITIZED. I NO LONGER TRUST THEM TO HANDLE MY MORTGAGE!!
Business Response
Date: 01/26/2024
Summary:
Duplicate payment was made on 12/01/2023. One of the payments was refunded and mailed to the mailing address of record on 12/07/2023.On 12/19/2023, LoanCare was made aware that the customer had not yet received the check. The check was mailed to her old mailing address, and she had updated her mailing address of record that same day. Request for a stop payment/reissue could not be completed, as check was found to have been cashed on 12/12/2023. The customer was provided with a blank affidavit document and instructions on how to submit to ***** Fargo for a fraud investigation. LoanCare is monitoring this matter and is awaiting the results of the ***** Fargo investigation.

On 01/18/24 Tere Childers from **************** of the ******** spoke to ********************** and advised that LoanCare is monitoring the ***** Fargo fraud case. A letter was also sent to the customer responding to her concerns. ********************** has ************* direct contact, should she need to follow up.
Customer Answer
Date: 01/29/2024

Complaint: 21146528

I am rejecting this response because: The information that Lakeview Loan Servicing has provided is inaccurate information and does not prove that I changed my profile to my old address at any point in time. The attachment proves that the correct address was on file as that was my first bill I received. I never received one after this. They have had several security breaches altering customers information as well as not securing customer's personal information from being stolen. They are now stating that they cannot confirm my claim in December in regards to the conversation about them stating that the refund check was returned due to the mailing address being inaccurate and they updated via our phone call. I have logged all calls and conversation I have had with them. These calls are monitored and can be pulled to confirm all the information I have provided and all of the lies I have been told in regards to this refund issue. My money needs to be refunded immediately as the double payment was their fault as well as having the incorrect mailing address on file. There is no proof confirming I ever changed my address. I am not satisfied with any assistance they have provided me. They have told me since 1/10/23 that the paperwork was submitted to ***** Fargo for my fraud case. Well Fargo just confirmed that the paperwork was not submitted until 1/17/23 after I have filed an escalation form online and reported them to the Better Business Bureau. It is lie after lie. Several other customers have faced this same issue with this company. I should not have to suffer for their mistakes. If they had not lied to me back in December about the check being returned when in fact it had been fraudulently cashed, they this process would have been under way a month prior. What do I need to do to get a resolution asap? They should be sending me my refund and dealing with ***** Fargo on the back end to get their money back. This company has several lawsuits against them because they are complete frauds. If I need to go to the news media to get justice for me and others I will.

Sincerely,

*********************************
Customer Answer
Date: 01/29/2024

Complaint: 21146528

I am rejecting this response because: The information that Lakeview Loan Servicing has provided is inaccurate information and does not prove that I changed my profile to my old address at any point in time. The attachment proves that the correct address was on file as that was my first bill I received. I never received one after this. They have had several security breaches altering customers information as well as not securing customer's personal information from being stolen. They are now stating that they cannot confirm my claim in December in regards to the conversation about them stating that the refund check was returned due to the mailing address being inaccurate and they updated via our phone call. I have logged all calls and conversation I have had with them. These calls are monitored and can be pulled to confirm all the information I have provided and all of the lies I have been told in regards to this refund issue. My money needs to be refunded immediately as the double payment was their fault as well as having the incorrect mailing address on file. There is no proof confirming I ever changed my address. I am not satisfied with any assistance they have provided me. They have told me since 1/10/23 that the paperwork was submitted to ***** Fargo for my fraud case. Well Fargo just confirmed that the paperwork was not submitted until 1/17/23 after I have filed an escalation form online and reported them to the Better Business Bureau. It is lie after lie. Several other customers have faced this same issue with this company. I should not have to suffer for their mistakes. If they had not lied to me back in December about the check being returned when in fact it had been fraudulently cashed, they this process would have been under way a month prior. What do I need to do to get a resolution asap? They should be sending me my refund and dealing with ***** Fargo on the back end to get their money back. This company has several lawsuits against them because they are complete frauds. If I need to go to the news media to get justice for me and others I will.

Sincerely,

*********************************
Business Response
Date: 02/07/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipted the recent BBB rebuttal 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: 02/16/2024
LoanCare provided the following response regarding your rebuttal:
LoanCare has been unable to substantiate the claim that your mailing address of record was discussed during the communication with LoanCare on or around December 19, 2023 [and associated with the refund of a duplicate payment]. As we previously advised, the refund check, issued on December 7, 2023, was mailed to the mailing address on record that day.
We have enclosed a copy of your mortgage statement dated December 8,2023 the mailing address reflected as:
*****************************************************-3931
On December 19, 2023, the mailing address was updated to the subject property address per your telephone request. The enclosed January 3,**** mortgage statement reflects the mailing address as:
12 CAROLINA ******************* 19808-4074
LoanCare is awaiting the results of ***** Fargos fraud investigation and we have been advised these claim types can take 120 to 150 days to be fully resolved. We appreciate your patience as we monitor the claim and work to resolve the matter. LoanCare is unable to advance the subject funds for $1,400.38. However, in consideration of the circumstances surrounding this matter, ******** has placed a suppression of late charges towards the account along with a suppression of payment activity to the credit bureaus until March 26, ****. We understand this is not the outcome that you were expecting, we apologize for any inconvenience this may have caused.
Customer Answer
Date: 02/20/2024

Complaint: 21146528

I am rejecting this response because:
THIS IS LAKEVIEW'S FAULT. AT NO POINT DID I EVER CHANGE MY ADDRESS BACK TO MY OLD ADDRESS. I HAVE PROOF THAT MY MAILING INFORMATION WAS CORRECT WHEN I FIRST MOVED AS I HAVE A COPY OF THE FIRST BILL THAT WAS SENT TO MY CORRECT ADDRESS OF ********************************* TIME DID I GO BACK AND CHANGE MY ADDRESS TO THE PREVIOUS RESIDENCE OF **** CREEKSIDE. THAT DOES NOT EVEN MAKE SENSE AS I NO LONGER LIVED THERE! I CONFIRMED MY ADDRESS PLENTY OF TIMES WHEN I HAVE CALLED IN FOR VERIFICATION PURPOSES. IF YOU LOOK AT OTHER ****** REVIEWS AND COMPLAINTS TO THE BBB ON YOUR SITE, YOU CAN SEE OVER 400 OTHER CUSTOMERS HAVE THE SAME COMPLAINTS WITH THIS COMPANY HAVING CUSTOMERS INCORRECT INFORMATION ON FILE. THIS IS A SYSTEM ISSUE ON THERE END, MOST LIKELY FROM ALL OF THE SECURITY BREACHES THEY HAVE HAD BECAUSE THEY HAVE NOT APPLIED THE PROPER PROTECTIVE SOFTWARE TO KEEP THERE CUSTOMERS INFORMATION SAFE. THERE IS NOTHING TO PROVE ON THEIR END THAT I EVER WENT AND CHANGED MY ADDRESS. I WILL NOT ACCEPT THAT THEY CANNOT GIVE MY MONEY BACK PRIOR TO THIS INVESTIGATION. I HAVE SPOKEN TO THE DELWARE HOUSING AUTHORITY, THE POLICE, AND ***** FARGO WHO HAVE ALL STATED IN MATTERS LIKE THIS THAT I SHOULD NOT HAVE TO WAIT FOR MY REFUND AND SHOULD GET IT BACK IM*****TELY WHETHER THE INVESTGATION IS COMPLETE OR NOT. YOU CAN CLEARLY SEE I AM NOT THE PERSON WHO DEPOSITED THE CHECK AND THAT IT WAS FORGED UNDER SOMEONE ELSE'S NAME. THEY HAVE TO GIVE IT BACK TO ME REGARDLESS AND LEFT ME OUT $1,400 AT CHRISTMAS TIME AND WAS BARELY ABLE TO PAY MY BILLS. THIS WOULD NOT HAVE EVEN BEEN AN ISSUE IN THE FIRST PLACE IF IT WASN'T FOR THEIR SECURITY BREACH TAKING OUT A DOUBLE PAYMENT. SO PLEASE EXPLAIN TO ME HOW THAT ALSO IS THE CUSTOMER'S FAULT. I AM THE VICITM AND THIS NEED TO BE MADE RIGHT. LAKEVIEW SENT MY REFUND TO THE WRONG ADDRESS. HOW ARE YOU MY MORTGAGE COMPANY BUT DON'T KNOW MY OWN PROPERTY ADDRESS. ALL THE COMPLAINTS AGAINST THIS COMPANY ARE VERY CLEAR TO THE PUBLIC AND ARE ADVISED TO NOT DO BUSINESS WITH LAKEVIEW. THEY ARE A BUNCH OF FRAUDS AND LIED TO MY FOR WEEKS GIVING ME MISINFORMATION. THIS INVESTIGATION WOULD HAVE BEEN IN THE WORKS A MONTH PRIOR IF THEY DIDN'T LIE TO ME TELLING ME MY CHECK WAS RETURNED INSTEAD OF BEING CASHED BY A FRAUDLANT PERSON. EVERYONE THAT WORKS THERE IS INCOMPATENT. I DO NOT EVEN FEEL COMFORTABLE KEEPING THEM AS MY MORTGAGE COMPANY WHICH SADLY THERE IS NOTHING I CAN DO TO GET OUT OF DEALING WITH THEM UNLESS I REFIANCE. I AM WILLING TO GO TO THE ***** GOING FORWARD IF THIS ISSUE DOES NOT GET EXPEDITED!

Sincerely,

*********************************
Initial Complaint
Date:01/13/2024
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.
************** care has refused to review my loss mitigation application for almost a year now. It has been rejected 5 times. I need a no help letter from them to apply for the *** program and they refused to provide one. They have given me the run around until they told me we have run out of time to stop the auction of my house. I have spoken to dozens of call workers and 3 different supervisors over the last ***************************************************************************************************************** to fix and resubmit my request for mortgage assistance. I have been told repeatedly that if I turn in the things Im Told my application would be reviewed, but each time they added made up requirements not listed in the application instructions or on their website. Resulting in my application being tossed out and me having to start all over with the process. They have not once reached out to me giving me a solid list of expected requirements to complete the process. Because my state considers *** being a last resort, I needed a no help letter after a loss mitigation application review. My original hardship was due to severe mental health issues brought on by a cancerous brain tumor in my youngest child. I have had to retell our story dozens of times which has been extremely traumatic and I have been victim blamed through the entire process. My mental and emotional state has been severely affected making it extremely stressful to take care of my sick child.
Business Response
Date: 01/30/2024
01/25/****-LoanCare left a voicemail message for the customer. An email was also sent detailing the list of additional items required. The documents need to be sent to LoanCare by the customer on or before February 19. ****. We encourage you to work with your point of contact *************************** to assist with any further questions to complete the loss mitigation package.

Customer Answer
Date: 01/30/2024

Complaint: 21141641

I am rejecting this response because:
The original issue is that every time I submit all the requested information, they came up with new and more intricate details on what needs to be additionally submitted. Each time after speaking with a manager and submitting all of the required documents my application has been rejected and they added to the list of required documents. This happened three times before I contacted the BBB and this is now the fourth unreasonable request. They did this until they claimed they had run out of tome to review the application which lead me to reporting them to the BBB. This is repeat behavior. The information they are asking for is becoming increasingly intrusive. One example being that I had money donated for my sons cancer diagnosis and the loan company is asking for signed and dated letters from everyone who helped us during our difficult time. Not only is this absolutely unnecessary, it is not attainable as I have no way to contact each individual if they remained anonymous. The company also refused to review my application due to choosing undecided when asked what I would like to do with my property. Undecided was a choice given on the application. They are being deliberately negligent.

Sincerely,

******************************************
Business Response
Date: 02/07/2024
Thank you for your feedback. We apologize for any inconvenience this may have caused. We reached out to the subservicer LoanCare to assist with providing a response to your BBB rebuttal, as they are servicing the account on behalf of **********************.

On February 6, ****, *************************** from **************** of the customer team reached out to ***************************** to provide the below details and resolution:

A loan modification review was completed and resulted in a denial due.to the customers lack of income and previous modification falling delinquent within 12 months. A copy pf the denial letter will be mailed to the customer as soon as it becomes available.

The next step for the customer to pursue would be to apply for HAF assistance with her state. Other options available would be to sell the property or complete a deed in lieu of foreclosure. ***** explained that a short sale would only be in instances where property is worth less than owed on the mortgage. And a deed-in-lieu of foreclosure would deed the property back to the investor in lieu of foreclosure. The customer understood her options and had no further questions at this time.
Initial Complaint
Date:01/07/2024
Type:Product 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.
This company deliberately removed only the banking information on my account creating a late payment and now they are trying to charge me late fees.How many other customers are they trying to charge ***** dollar late fee to.
Business Response
Date: 01/19/2024
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 confirms that the $23.23 late fee that was assessed to the borrowers on December 18, 2023, has been removed. It has been confirmed that there was no delinquent credit reporting as a result of the late payment. Your account is currently showing due for the March 1, ****, payment. ******** made a call attempt to reach borrower to discuss; however, no contact and as such a voicemail message was left. An email was sent to the borrower from LoanCare with this information.
Lakeview will consider this concern resolved based on the actions of the servicer LoanCare.
Customer Answer
Date: 01/29/2024

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.