Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

This business is NOT BBB Accredited.

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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.

If you've experienced an issue

Submit a Complaint

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.
It's impossible to make a payment or get ahold of someone to make a payment. Their phone and website payment methods don't work and all of their options on the phone tree lead to a dead end that hangs up on you.
Business Response
Date: 12/01/2023
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: 12/01/2023

Complaint: 20943428

I am rejecting this response because:

You merely made an excuse for a problem that I didnt specify. You provide a phone number that only leads to an automated system hanging up on you. Your system wont accept my bank routing number as valid. You make it impossible to contact anyone who could help.
The outage mentioned has nothing to do with these issues. Your service and support practices are incredibly frustrating.

Sincerely,

*********************
Business Response
Date: 12/14/2023
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.

As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 12/19/2023
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.
Customer Answer
Date: 12/19/2023

Complaint: 20943428

I am rejecting this response because in order to provide you with more time to resolve this I cannot accept the response. Its been weeks and I still cannot create a new payment method using my bank account.

Sincerely,

*********************
Customer Answer
Date: 12/20/2023
The business did nothing to try to resolve my issue and the case was closed as answered - resolved. This makes no sense to me.
Initial Complaint
Date:11/30/2023
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 am trying to pay my mortgage due on the 1st of every month. Unfortunately every time I try to log into my account in order to pay my loan the site won't load. I've been trying every which way to get into contact and pay the loan but I have gotten nowhere. I want to leave this complaint as proof that ** trying to pay but the site is not working and I'm not getting any help and I don't want to get charged on late fees.
Business Response
Date: 12/01/2023
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:11/30/2023
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 LoanCare was apparently hacked and had a data breach before Thanksgiving holiday. Absolutely NO communication was done regarding this data breach to its customers. We all found out because we repeatedly were trying to access our online accounts to pay our mortgages, but the websites were all shut down. I repeatedly called several days in a row, but customer service representatives would tell us nothing except that there was data breach. We couldnt get through online to pay our mortgage and werent able to get ahold of a representative to pay our mortgage over the phone. I received an email today supposedly from LoanCare saying that their website was back up, but still NO mention of their data breach. I tried multiple different customer service numbers to try to speak with an actual person, but every time you got through the automated system to try to connect to a representative, the call would automatically disconnect. I dont want to use the link provided in the email without verbal confirmation from an actual person that this is a legit email and not part of the data breach/hack. The company keeping it hush hush and now making it impossible for customers to speak with a representative is outrageously unprofessional and unethical. This is an absolute nightmare. Lakeview LoanCare should be held responsible for their actions (or lack of actions). Im just a customer who expects communication, and Im just trying to get my mortgage paid on time, but not without confirmation that its safe to do so. I really feel like some serious legal actions need to be taken against this company.
Business Response
Date: 12/01/2023
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:11/30/2023
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.
The systems have been down for weeks. Cant get ahold of anyone on the phone. The website is also down. I havent been able to make my mortgage payment. Didnt get no email or letter on what is happening. So unprofessional. I hope they wave these fees.
Business Response
Date: 12/01/2023
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:11/30/2023
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.
************** Servicing holds the mortgage for my home. Since April 18 of 2023 I have been trying to get digital copies of my loan documents needed for tax purposes. My documents are NOT available online as they state in email and on the phone. For the past week+ their website has been completely down and inaccessible. I have called customer service multiple times. After being put through about 5 min of listening to menu options, the automated recording states they are "sorry" and the line disconnects. I emailed customer support in April, with a follow-up, and have received NO correspondence since then. Since I am enrolled in paperless billing, I have not received the necessary documents in the mail. The delay in accessing these documents has lead to delays in processing my taxes and late fees accruing for delinquent filing. As a mortgage company, this is incredibly unprofessional and violates a central function of the organization's purpose. They are not equipped to provide services to their customers and anyone considering a loan with them should steer clear! As insult to injury, Lakeview sends me marketing emails and direct mailers every month trying to entice me into a home equity line! Unbelievable a company is legally allowed to operate like this in the U.S. for a basic service like home loans.
Business Response
Date: 12/05/2023
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 has been restored.Please know that their call center volume is extremely high right now. They are expecting this to decrease over the next week.
Customer Answer
Date: 12/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. While the canned response to my complaint provided by the business is not satisfactory, they have contacted me directly to resolve my specific issue.
A business who fully integrates their operations with a service provider, and then blames the service provider for their poor customer relations, is not accepting responsibility or providing a high quality product.
You may close the ticket and thanks for mediating.
Sincerely,

*********************
Initial Complaint
Date:11/30/2023
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.
I can not get anyone on the phone! Ever! It hangs up everytime and they didn't pay all of my taxes this year on my property but have my money in escrow! I've tried to reach out for weeks! I will be past due and recieve penalty because they didn't pay correct amount and can not get a person on the phone! I've also emailed them!
Business Response
Date: 12/13/2023
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.
Customer Answer
Date: 12/19/2023

Complaint: 20938673

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:11/30/2023
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 make my mortgage payment due to a security breach. I had to find out about this breach on reddit. There was no communication from the company whatsoever after the incident. It took days for the press to catch up and report that there was a ransomware attack. And by searching ****** I found out there was a previous breach a few years ago. I was never informed of that breach. The app and website are still not working despite receiving an email yesterday that it was. How am I supposed to trust this company with my banking information going forward? I'm scared to death to make a payment at the moment. How much of my information is for sale on the dark web? Are they not offering free credit monitoring? These are questions they need to be answering. When calling the phone just disconnects, so there is no help there either. I'm currently at a loss. I will also be contacting my states attorney General to lodge a complaint.
Business Response
Date: 12/11/2023
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 has been restored.Please know that their call center volume is extremely high right now. They are expecting this to decrease over the next week.
Customer Answer
Date: 12/12/2023

Complaint: 20938661

I am rejecting this response because: They have not been transparent with what has happened with my personal information and has not offered credit monitoring because of the breach. This isn't the first time this has happened to this company and sorry doesn't cut it this time.

Sincerely,

***************************
Business Response
Date: 12/22/2023
We thank you for the feedback submitted through the BBB. Foremost,we hear and understand a customers frustration. We do sincerely apologize for any inconvenience a customer may have experienced with the servicer who handles the servicing of their mortgage loan. We appreciate the opportunity to further explain.

Kindly see Lakeviews attached response to this complaint. Customers should continue to check the servicers website for any updates as the servicing companys systems and website access have already been restored. The servicer will be reaching out to its customers directly regarding the data incident and will provide further details.

Please note: Servicer call center volume is high right now.Call centers are experiencing higher than normal call volumes around the holidays and the week subsequent. The call volume should ***** shortly thereafter.
Initial Complaint
Date:11/29/2023
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.
My mortgage company is currently under a locked down do to a data breech. I have been trying for over a week to log in or talk to an agent to pay my mortgage for next month and have been unsuccessful. I received no letter or email to inform me of the current situation at hand. You would expect an explanation of this such news especially when personal information could be at risk. Now I'm unable to reach anyone to ask questions or to even pay my mortgage. I expect clear communication in the matter and instruction on what to do for upcoming payments. I hope this issue is resolved soon and I would expect that this will not have a negative affect on my account or my credit.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/29/2023
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.
Webpage is always down and cant make payments . Then results in late fees .
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/29/2023
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.
Good Day, I would like to have the BBB contact Loancare /Lakeview Loan Servicing LLC for the ongoing issue of customers not being able to log on to the company's website nor get a customer service rep on the phone to make mortgage payments for the month of November and since today is 11/29/23 I presume this may merge into the month of December 2023. I am not sure if they are having a system failure since I received an email for County tax disbursement on 11/13/23. It has always been quite difficult to contact this company but it has now become totally impossible. When going on to the *************** the log tab, the page pops up to say Page 404 Not Found. My fear is that it will be reported to the credit bureau that I have not paid my mortgage for the month of November while simultaneously accruing late fees and anticipating the same for December if this continues. The websites are lakeview.com or lakeviewloanservicing.myloancare.com the phone number is ************** or **************. Please feel free to email me if you have anymore questions or concerns: ********************
Business Response
Date: 11/30/2023
Please see detailed response attached.
Customer Answer
Date: 11/30/2023

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,

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

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