Complaints

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

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• 

  Lakeview Loan Servicing, LLC

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

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zero Communication - ********************** They had their website go down and did not communicate to anyone until after the website came back online. The new website is TERRIBLE and Glitchy. I set up my banking account information and attempted to submit a payment for December 2023 and it showed an error message. I attempted to submit the payment again and got the same error message that my request was not processed. 2 hours later I got two confirmations that my payment was submitted. Three hours later, I got an additional payment confirmation e-mail. Nothing has been communicated from Lakeview Loan Servicing, or disclosed at the time I submitted payment that there were experience issues or account users may run into issues when trying to submit payments. I tried to call but they are not answering the phone. I just placed a stop payment on my banking account, costing me an additional $35.00 to make sure that they do not steal money from me. I have since posted my original ****** Review and BBB complaint and have received a 3rd payment confirmation e-mail. This is absolutely ridiculous. I want their website to be fixed, I want to be reimbursed my $35 because of your website glitch, and I want to ensure that late fees are waived until this issue is resolved for the month of December.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview loan servicing LLC was hacked.I realized I am not getting monthly statements from them.Once I tried to contact them I realized their systems were down and by coincidence found out about the hack. I need mortgage documents to get a equity loan to get put of debt or I am going into financial ruin.I am.unable to get in contact with the **** or the company no matter what I do. I am unsure what to do as fidelity will not ************* regarding their sub company.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LoanCare has a responsibility to its clients to immediately notify them of any security breach. We should have been notified in case our banking information, SS#, or any other personal information was leaked. They sent no such communications and we still cannot pay our mortgage through their site.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan;we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored. 

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been spending 2 hours so far this Friday, December 1st, 2023 attempting to talk to ANYONE on behalf of Lakeview Loan Servicing regarding a couple of simple questions with my mortgage loan. I have tried every option through the automated line to no avail. The website is also not working properly. I cannot see my online statements along with a couple other issues. I only want to talk to a live human being and am very frustrated at this point that there is no one available to take my phone call. Unacceptable.

  Business Response

  Date: 12/04/2023

  Fidelity ******************* the parent of LoanCare, the subservicer on behalf of Lakeview,recently experienced a security incident impacting their related systems.  Immediate steps were taken to protect customer data by locking down access to account information.  As a result, the mortgage servicing systems have been unavailable since the issue was identified on November 21st.  Efforts are underway to restore system access as quickly as possible, while protecting customer data remains a priority.  LoanCare has been unable to process monthly payments, or payoff statements because of the situation; however, phone lines are open to assist customers with concerns. Updates will be provided as systems become available.

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** contact the loan provider to establish an account or make a payment. They are not available during regular business hours. There is no reason given or callback option. Tried to use the automated payment system via phone and they were unable to complete the payment with no reason provided. The online account setup also does not work and the error message is "Hmmmm....something went wrong." **************** overall.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requiring assistance from my loan servicer that the automated system cannot perform. All attempts to speak with an customer service representative have failed. The customer call center appears to be closed but there's no explanation of closure or when calls will be accepted.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to make a payment for my mortgage for the past two days. I first kept getting website errors that a page couldn't be found at (*******************************************************************), then I get an email at night saying my account is now back up and running. When I login, the website keeps idling, and when I try submitting a payment, it stays idle for about 3 minutes, then says it encountered error. I try their automated system, to speak to a live agent, and it tells me sorry you're receiving this message during business hours. I then try their automated system, and supposedly it accepted my payment, but when calling again, it reflects my payment from last month, so I don't think it accepted my most recent payment. On their website they have no email to email, so I emailed a ******************************** that I had got from a previous email for assistance, and it tells me that that email inbox is no longer being monitored. So it is making it impossible for me to make a payment for the past 2 days, and impossible to get a hold of someone. I speak spanish, so I tried their spanish option through, and same process. So I will now not be able to make my payment, due to their website not working, no other contact options, and their phone system recycling me back to main menu, and giving me apology messages, even though it's during business hours, all this during the past 2 days.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

  Customer Answer

  Date: 12/05/2023

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

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview Loan Servicing LLC Loan# ********** ******************************************************************* ********************************************************************* Date: Payment made via ******************************************* of $1,510.12 on November 30, 2023 for December 2023s mortgage payment that was due on December 1, 2023 The website did not confirm the payment was completed, but instead stated Hmmmthere was a problem processing your payment. Please try again later.A second attemp WAS NOT made. I was going to wait and try and call the following day and pay over the phone.About an hour after my payment attempt, I received 3 payment confirmation notices for payments made. One at ****, one at **** & one at ****. This brings a unauthorized total payment of $4,,530.36.Between November 30, 2023 and December 1, 2023, between myself and my husband, ******************************** and I have made OVER THIRTEEN (13) calls to the customer service line in an attempt to rectify the issue at hand. Unfortunately, each call proved to be an exercise in futility, as I was met with prolonged wait times, unhelpful automated responses, and, on some occasions, disconnections. The extension to speak with a representative about this specific matter seems plagued by "technical issues" that disrupt and drop calls, exacerbating an already vexing situation. Meanwhile, the extension to purchase a loan connects me to a representative seamlessly, further compounding the frustration.On December 1, 2023 I sent an email to ********************************* - *************** & **************** (*****) ******* - AVP of Compliance Quality Control - *********, ** at **** notifying them of the problem and our expected outcome. I also notified them that I would be submitting a complaint against Lakeview Loan Servicing, LLC with the BBB.At **** we received an email back from ********************************* stating that he would have the Issues Resolution team reach out to get this addressed.

  Business Response

  Date: 12/13/2023

  On December 5th, 2023, LoanCare spoke to ***************************** and *************************** regarding the second mortgage payment that was drafted from the account. The customers confirmed that their bank had already flagged the second payment as being returned as NSF. Ms. *************************** from **************** of the ******** will continue monitoring the account until the reversal is completed. She will follow up with ************** to confirm the resolution.
  
  ************** was sent a third-party authorization form for his wife so that LoanCare can speak to her regarding the account going forward.
  

• Initial Complaint

  Date:12/01/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website is broken and the customer service center is not answering calls. There is no other resolution i have other than submitting this here for proof that i attempted to reach out. Since the website is not working, i cannot make a payment. The automated payment center via phone is not working either. Please confirm that you will not charge me extra for your system being broken.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan;we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to pay my November mortgage due to their website being down and no phone access. I received an email yesterday saying their website was back up (although in a completely new format) I am still unable to pay. Today again unable to pay but get a 30 day delinquent notice. Still no phone access. Lakeview has made it impossible for me to pay my November mortgage this now making it late!

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.