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:07/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LAKEVIEW DID NOT PAY MY PROPERTY TAXES OUT OF ESCROW FOR A YEAR!! STATING THERE WAS A DISCREPANCY IN THE CONTRACT WHICH THEY CREATED!!! NOW THEY ARE RUFUSING TO MAKE IT RIGHT!! I HAD TO PAY THE MONEY OUT OF POCKET TO KEEP FROM LOSING MY PROPERT TO A TAX SALE. CUSTOMER SERVICE IS OF NO USE . NOW I HAVE RESORTED TO CONTACTING THE STATE BANKING COMMISION. I NEED MY MONEY REFUNDED AND THIS PROBLEM SOLVED .

  Business Response

  Date: 07/15/2025

  Loancare advised they are currently unable to continue paying the taxes. Their review identified that the parcel ************** was flagged in 2024, because of the county combined parcels ************** (10 acres) and ************** (50 acres) into parcel ************** (60 acres) in 2023. ******** was notified by the county that a prior split completed at the time the loan originated may have been completed in error. ******** respectfully request that the customer contact Laramie County with any additional questions regarding your parcel.
  The parcel change initiated a review of the legal description shown on the origination documents. It was determined the legal description was entered incorrectly. The property was identified as ***** acres instead of 60 acres. ******** is working with the prior lender *************************** (Nations Lending) to correct the legal description. They are engaging with the original title company to rectify the legal description.
  ******** is unable to honor the refund request. Once this issue is resolved an updated escrow analysis will be completed. Should the analysis reflect more funds than what is needed for the upcoming escrow items, the surplus will be refunded.

  Business Response

  Date: 07/16/2025

  Loancare advised they are currently unable to continue paying the taxes. Their review identified that the parcel ************** was flagged in 2024, because of the county combined parcels ************** (10 acres) and ************** (50 acres) into parcel ************** (60 acres) in 2023. ******** was notified by the county that a prior split completed at the time the loan originated may have been completed in error. ******** respectfully request that the customer contact Laramie County with any additional questions regarding your parcel.
  The parcel change initiated a review of the legal description shown on the origination documents. It was determined the legal description was entered incorrectly. The property was identified as ***** acres instead of 60 acres. ******** is working with the prior lender *************************** (Nations Lending) to correct the legal description. They are engaging with the original title company to rectify the legal description.
  LoanCare is unable to honor the refund request. Once this issue is resolved an updated escrow analysis will be completed. Should the analysis reflect more funds than what is needed for the upcoming escrow items, the surplus will be refunded.

• Initial Complaint

  Date:06/30/2025

  Type:Sales and Advertising 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.

  On May 9th, I initiated a refinance through Lakeview Lending. On May 28th, after several uncorrected mistakes on my application and poor customer service I sent a request to withdraw my application. Lakeview had already initiated a VA appraisal which was completed. Unfortunately, my new lender requires the VA appraisal to be transferred to them and that transfer must be initiated by Lakeview. My email requests have not been successful. I have also not been able to get my Lakeview loan servicer on the phone. The direct number constantly just gives the busy signal twice then hangs up, indicating theyve blocked my number. Lakeview needs to initiate the transfer per the Lenders handbook and theyve instead chosen to ignore and block my requests. The one single time I was able to get someone on the phone, they directed me to call Mr. ******* When I contacted Mr. ******* they were very polite and explained why I need to contact Lakeview. Right now, it looks like Ill be out of pocket for a second appraisal due to poor passive aggressive lender practices because I switched lenders.

  Business Response

  Date: 07/10/2025

  Mr. ***** was reaching out to the processor ***** ******* via email and telephone to have his VA case transferred to the new lender. However, the processors emails and calls were getting kicked back due to the processor no longer working for Lakeview.
  6/30/25- Mr. ***** reached out to the processing manager ***** *****. The processing manager transferred the VA case to the new lender.
  6/30/25- ***** ***** apologized for the delayed response and informed Mr. ***** via email that the VA case was transferred to the new lender.

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview claims to have paid my homeowners insurance (California Fair Plan) from my impound account, but insurance provider said they did not receive, so I was forced to pay it myself to avoid cancellation. I have contacted Lakeview multiple occasions asking for them to send proof of the cancelled check or payment to both insurance and myself so I can get my money back. Last time I called the *** admitted they made a mistake and sent the proof of payment to wrong location and would escalate the matter and email me a copy. Its been 2 months! Im out $7425 and Lakeview has been non responsive. This is already my second big issue with this company in only 1 year. They make tons of mistakes and have terrible customer service. I want my $7425 back (this has caused financial hardship!) and I cant get it unless Lakeview can prove they made the payment and it cleared their bank. The insurance company states they had already asked Lakeview to show them proof and have been waiting for 8 weeks.

  Customer Answer

  Date: 07/18/2025

  I have heard from Lakeview and am awaiting the insurance companies receipt and agreement of an acceptable payment proof. Once I receive word they have received the information needed for the refund and that they did indeed receive the money I will come and update the complaint to resolved status. As of now it remains pending. Thank you.

  Business Response

  Date: 07/23/2025

  Re: BBB Response for Complaint ID: ******** Complainant: ***** ******** Loan# xxx5828, Lakeview Concern ID# *****
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ***** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with LoanCare.
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  LoanCares investigation confirmed that check number *********, dated April 8, 2025, was paid to the order of California Fair Plan for $7,425. The payment was disbursed on 04/07/2025 and printed on 04/08/2025. Check was mailed on 04/09/2025. Per the Copy of the Cashed Check, California Fair Plan (CFP) cashed the check on 04/14/2025: Policy number: CFP **********, mailed to: **************************************
  We hope that you have been able to successfully work with your insurance company regarding your refund with the copy of the cashed check from LoanCare.
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact ****** ***** at **************** of the Customer at ****************************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23532672
  
  I want correction for future insurance payments to CFP. *** claims that the number referenced on the check was a loan number (I verified that it was my Lakeview home loan number). Please see the attached check. *** therefore, did not know what to apply the funds too. Obviously they dont know my loan number. It is the policy number that needed to be on the check. Please confirm with me that this is addressed with your insurance department ,so this does not happen again. 
  
  Sincerely,
  
  ***** ********

   

   

  Business Response

  Date: 07/29/2025

  Re: BBB Response for Complaint ID: ******** Complainant: ***** ******** Loan# xxx5828, Lakeview Concern ID# *****
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern and rebuttal filed by ***** ******** through the BBB.Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ******** confirmed with their insurance department that they cannot add the policy number to the checks as there could be several insurance policies being paid with one check and there is no room to add the policy number for each loan. They did confirm that a voucher is attached to the check with the policy information listed for application of the funds.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact ****** ***** at **************** of the Customer at ****************************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you.

• Initial Complaint

  Date:06/15/2025

  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.

  My mortgage was sold to Lakeview Loan Servicing. My escrow was raised an additional $580 a month. My last year's taxes and insurance totalled less than $5,000. I also qualify for the homestead exemption that is not included in that total. I am currently paying $860 a month toward escrow, which totals $10,320 for the year. I have contacted the them, and the only solution they offered was to spread the so called underpayment out over 24 months. Any assistance would be greatly appreciated!

  Business Response

  Date: 06/26/2025

  ************* has completed their review of the loan file and advised the following: The annual property taxes increased from $1,249.92 to $3,726.40 from one year to the next. Considering the funds paid (advanced) for the premium difference, the monthly escrow requirement amount (which is based on the last premiums paid)and the premiums anticipated for the coming year, a significant escrow shortage was determined when the loan was analyzed.
  
  On 5/28/25, the loan was reanalyzed for a longer, shortage repayment period (24 months instead of 12). On June 23, 2025, ******** confirmed receipt of the Homestead Exemption approval for Ms. ******** As such, a new escrow analysis was requested. An additional payment reduction is anticipated, ******** will send you the updated Escrow statement. 

  Customer Answer

  Date: 06/27/2025

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

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called in December 2024 to see if anything could be done about possibly lowering my monthly payments as my wife and I had just split and half of the homes monthly income was gone. (I had a perfect on-time payment history and was NOT behind in payments whatsoever.)They said they understood my situation and there was something they could do called a loan modification. As I understood it they would lower my monthly payments for a 3 month trial period and if I was able to make those 3 payments on time without issue they would then restructure or modify my loan, stretch it out a bit and my monthly payments would go down. At the time I contacted them my monthly payments were $917 The trial payments were $747.43 I made the 3 trial payments on time, even made a 4th one because it was taking so long for them to restructure my loan BUT When they sent the new paperwork my payment only went down $7. Seven dollars. But the worst part and my main complaint is this: As I was making every payment on time and even a 4th payment that was never agreed to, THEY HAVE BEEN REPORTING ME AS NOT MAKING A PAYMENT SINCE OCTOBER ON MY CREDIT REPORT! I have made every payment, every month, on time! I had a perfect 100% on time payment history on my credit reports. They have DESTROYED MY CREDIT. My score has dropped 100 points! All while making every payment. I reached out to them to SAVE my credit and negotiate a lower monthly payment. Everyone I talk to tells me something different or even to literally dont go by what someone says well, who else do I talk to? So, in trying to stay ahead, save my credit and possibly lower my payment, they destroyed my credit, lowered my payment only seven dollars, and no one seems to care to help me. I have never in my life been treated so poorly by a company Im paying thousands of dollars. I want my loan restructured and finalized with a payment comparable to my trial payments and the FALSE delinquency removed from my credit report right now.

  Business Response

  Date: 06/25/2025

  Mr. ****** completed their investigation and advised the following: There has been consistent and ongoing communication with the borrower both verbally and in writing. Two types of assistance programs were available and offered to Mr. ****** during the process. After the three-month Trial Payment Period (TPP) ended, the loan was approved for the *** Loan Modification agreement with a Partial Claim. The documents were mailed, executed, and returned on May 8, 2025, but the *** Loan Modification Agreement and Partial Claim is not complete.
  
  Upon receiving a letter from Mr. ******* a request was submitted to have the original Payment Supplement Agreement associated with the completed *** plan sent to him. ********* will send the new agreement under separate cover.
  
  Mr. ****** is required to report complete and accurate information to the credit repository agencies based on actual events. Mr. ******* records indicate the payment history appears to be reported accurately based on actual account activity, as illustrated in the enclosed transaction history. The funds received during the *** did not satisfy the corresponding contractual installations and needed to be combined to satisfy the November 1, 2024, and December 1, 2024, installments.

• Initial Complaint

  Date:06/07/2025

  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.

  Summary of Complaint:On May 9, 2025, I submitted my mortgage payment via automatic bank transfer to ************, as I have done consistently and without issue. This payment was received and cleared by ******** on the same day. Despite this, ******** falsely reported a 30-day late payment to *******, which led to a devastating 109-point drop in my credit score.I have bank records that clearly show the payment was made and processed on time. This is a gross reporting error that is now materially affecting my ability to access credit and has caused serious financial harm.I contacted ******** to address this matter and have yet to receive a resolution or acknowledgment of their mistake. It is unacceptable for a mortgage servicer to recklessly damage a consumer's credit standing and ignore proof of on-time payment.Resolution Sought:Immediate correction of the false late payment report to ******* and any other credit reporting agencies.Written confirmation from LoanCare acknowledging the error and confirming that my May 2025 payment was on time.Restoration of my credit standing and removal of the negative mark.A formal apology for the stress, time, and financial harm this has caused.If LoanCare fails to correct this matter promptly, I will escalate this to the ************************************ (****) and pursue all available legal remedies under the Fair Credit Reporting Act (FCRA).

  Business Response

  Date: 06/17/2025

  As it relates to credit reporting, a payment is considered late for credit reporting purposes if it is not received within the month in which it is due. We communicate payment information to the credit reporting agencies at the beginning of each month for the previous month. In accordance with the Fair Credit Reporting Act, we are required to report the information as it occurs.We have reviewed the credit reporting of your loan and can confirm there were no errors in the reporting of the loan to the credit reporting agencies.However, we have reviewed your request for a goodwill amendment to the credit reporting of the previous information provided to the credit agencies, and your request has been granted. Please allow 30 to 60 days for the changes to reflect on your credit report. Additionally, on June 6, 2025, we waived the late charge assessed on May 16, 2025, in the amount of $76.64. Enclosed is the Account History for more details.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago my mortgage payments went up and was only informed "via electronic statement" that it went up... i continued to make payments and was never notified until I checked my credit score dropped over 100 points. I was never given a phone call or a letter in the mail to inform me they were parking my payments as late even though i was making my payments every single month. Every time i have tried contacting lakeview/ ********* it takes an hour to get ahold of a person. when they "tried to resolve the problem" they would call back they would leave a voicemail to call back with an automated robot take took another hour to get ahold of someone. Payments have never stopped being made, and I wasn't informed of a change of payment, and when I ask to change the credit report they keep telling me that they cant because I was making late payment. I dont know what else to do.. this year the payments have lowered down to even lower then the year prior so now there is nothing that i owe... but my credit score was still affected by their lack of communication and unprofessionalism in their company, especially the fact that this company has 5 different names... is it *********... ************************* or Nationstar... it would be nice to just pick one...

  Business Response

  Date: 06/09/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ***** ********* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, *** ****** is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer *** ****** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with *** ******.
  
  ********** Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  
  The servicing responsibilities for the loan transferred from *************************** & Reporting (CENLAR) to *** ******* subservicer for Lakeview Loan Servicing, LLC (*** ******), effective September 2, 2021.
  
  As it relates to your escrow account, *** ****** conducts at least one escrow analysis annually to ensure sufficient funds are collected for the loans escrow obligations.Escrow analyses were performed in 2023 and 2024 see *** ******* letters attached with explanations. Statements explaining the changes were sent electronically as *** ****** confirmed that you opted for digital correspondence. To view these documents *** ****** confirmed you would need to log in to your online account. To switch to papers statements, you must contact *** ****** to make this request.
  
  ********* confirmed that they do not apply partial payments. When funds less than the required payment amount are received, these funds are placed in your loans suspense account to allow time for additional funds to arrive. Once a complete payment accumulates in suspense, *** ****** removes it and applies the next payment contractually due.
  
  Regarding your credit dispute, *** ****** confirmed they are required to report complete and accurate information to the credit repository agencies based on actual events. *** ******* records indicate the payment history appears to be reported accurately based on actual account activity, as illustrated in the enclosed transaction history. If you believe additional payments should have been applied to the loan or applied to the loan at an earlier date, please forward adequate proof of payment, so *** ****** may research the matter further. Proof required includes:
  
  A legible front and back copy of the cashed check or ********************** statement reflecting full details of a cashed payment and revolving balance, OR
  A Source of Receipt (if wired payment) from the bank which includes the wire receipt information
  reflecting the payment was indeed received and accepted.
  
  Please include *** ******* loan account number on all correspondence. You may forward proof of any additional payments to the following address for expedited assistance:
  
  *********
  Attention:Research Department
  ******* 612488
  ******************-2488
  Email: *****************************************
  Facsimile:**************
  
  ********* confirmed, as of the date of this letter, the loan is contractually due for the July 1, 2025, installment in the amount of $2,030.97. No funds remain unapplied in the loans suspense account.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact *** ******* escalation team, **** ****** .

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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 did not have the right to foreclose on my property. Lakeview says they had the authority because of an assignment of mortgage. I filed a claim on Lakeview and they state that ******************* owned my note but they could not provide me with a note that ****** *** signed. My note has not been endorsed by ****** *** even thought claim an interest in my note. To date I have only been provided with my original note in which the pay to the order line has been left blank. In order to enforce my note a special endorsement must have been done. The bearer of my note only possesses the note. Lakeview is involved in securities fraud and must be held accountable.

  Business Response

  Date: 06/10/2025

  ******** provided a resolution response, see enclosed letters. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23393229
  
  I am rejecting this response because: The debt was sold into the **************** ***** Trust ******* without properly assigning or recording the Security Deed.
  No assignment of the Security Deed to any trust or entity was recorded.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/11/2025

  Please see attached rebuttal response including enclosures. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23393229
  
  I am rejecting this response because: Lakeview the document provided was a document that I sent to them from a mortgage investigation. There is no recorded deeds / note in the name of ****** *** recorded in the Cherokee county deeds office. Lakeview did not have the legal right to foreclose on my property. The chain of title was broken when ****** *** took ownership but failed to record the deed.

  As noted in a previous response, the security deed was in the name of kind lending, the assignment of mortgage was in the name of Lakeview loan but nothing for ****** ***. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried several times, several different phone numbers to resolve insurance problems on my mortgage account. It is imposssible to reach a live agent! When you call in it automatically sends you to different prompts that are of no use and then disconnects, very frustrating! They will do anything to not let you talk to a live agent. I even used there live chat and she said she has no way of contacting a live agent either, and would escalate! This is by far the worst mortgage company, worst customer service i have ever experienced!!! I NEED TO SPEAK TO A LIVE AGENT REGARDING MY INSURANCE ISSUES AND ESCROW ISSUES!!!!!!!!!!!!!

  Business Response

  Date: 05/30/2025

  Lakeview is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing for all our mortgage loans.  In this instance Mr. ****** (MRC)  is subservicing this  loan on behalf of Lakeview.
  
  Upon receipt of this complaint, Lakeview started an immediate investigation with **** internal escalations team to assist with obtaining a resolution for the customer. ********************** sincerely apologizes for any challenges the customer may have experienced with the servicer and his insurances.
  
  
  Summary and Resolution
  Kindly see the servicers highlights and timelines within the response attached. Please let us know if anything further is needed.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a mortgage for 2 years now, due to financial hardships I fell behind, so I applied for financial assistance. While in this process I kept making payments and was communicating with Lakeview to be on top of the process. On 4 lengthy calls with their agents, I was told that these payments would be applied toward my monthly mortgage amount. Through the process I made payments totaling $3200. When the financial assistance was finalized my mortgage payment was to be $2452. When I called on more than one occasion, I was told that the $2452 would be deducted from the balance of unapplied payments I had of $3200 and the rest would be applied to May. Not even a month later not only did they increase my mortgage, but they decided to apply $748 towards my principal instead of applying it to May. I also had to make an additionally payment of $241.47 because they said my new monthly total would be $2693. Not wanting to fall behind on my payments I sent a partial payment at the end of April to be for the month of May, however this was once again applied to my principal. I was never notified that partial payments are going to be applied to the principal and not towards my monthly payment. Every time I call their staff tells me contradicting things. I need for the payments to be applied correctly as I was told in the beginning and I need clarification on why recently it turns out I can't make partial payments to cover the amount.

  Business Response

  Date: 05/27/2025

  ******** provided a resolution response letter including enclosures.