Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loan Servicing.

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:11/28/2023
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.
I have a home loan which was sold to Lakeview loan services. ***** computers have been down over a week leaving borrowers with no means of paying our mortgage. The issue is they are continuing to charge interest on those Loans daily which equates to hundreds of thousands of dollars. I would have paid my mortgage payment a week ago which would have reduced the amount of interest they would accrue. However Im unable to and as a result they are saying to call back in another week. I dont think it is fair that they can continue to charge interest on a loan I am unable to pay resulting in me having to pay more in interest over the years in interest as it compounds. However Lakeview continues to gain hundreds of thousands of dollars from this issue. A simple resolution is they stop charging interest until the issue is resolved and a grace ****** of a ***** days after notification that the issue is resolved for borrowers to make their loan payments.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/28/2023
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.
The issue is ongoing. I was in a lawsuit with my insurance company, it has finally settled. I settled because i called my mortgage company and asked them if i can self repair my property. Loancare told me it was no problem to get that approved. Now that the insurance check is in, the declined me to self manage the repairs. I have requested multiple exception request and call backs. I have not once received a call back by a supervisor or any other person. I only settled the insurance suit so I could expedite the repair, with them denying the self manage exception, I will be stuck overpaying my deductible by 20k to complete the repair with a contractor. I have requested calls to be pulled as evidence but they will not pull them...... they are guilty of lying to their consumer. I will never get a mortgage where Lakeview/Loancare servicing is used.
Business Response
Date: 12/21/2023
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.
Customer Answer
Date: 12/27/2023
Loan Care refuses to pull the calls so we can review them together. They are not being honest. When I spoke to them, they informed me it would not be a problem to self manage the repairs. Pull the call.......call me...... you will see.
Customer Answer
Date: 12/29/2023

Complaint: 20928699

I am rejecting this response because: Loan Care refuses to pull the calls so we can review them together. They are not being honest. When I spoke to them, they informed me it would not be a problem to self manage the repairs. Pull the call.......call me...... you will see.

Sincerely,

*********************
Business Response
Date: 01/05/2024
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.
*11/30/2023 ********************** responded to the BBB complaint regarding Insurance Claim.
*12/29/2023 Rebuttal received, and response sent.
LoanCare confirmed that contact has since been made with ********************* to discuss the rebuttal concerns. As per the servicer LoanCare, **************** was informed that as per his request, the phone conversations were reviewed with the Insurance Claim Agents from November 20, 2023. During one of the conversations, it was confirmed the request for self-contracting was denied on November 17, 2023. It was further explained that in lieu of a licensed contractor **************** had the option to hire someone with a surety bond and proof of liability insurance.
LoanCare advised **************** that if he provides paid receipts/invoices for any repairs he decides to pay out of pocket LoanCare can reimburse him. **************** advised LoanCare he is ok with this action. ******** sent a letter to the borrower with the additional details and advise they will continue to update the borrower. (see letter attached)
LoanCare will continue to work with ********************* and as such Lakeview considers this matter closed.
Initial Complaint
Date:11/28/2023
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.
The Lakeview ********* website is down. I called to pay my mortgage and the agents wont give me any information of why I can't pay online. They wont answer or explain why,,,,my loan is ready to be due by the end of this month and I can't pay online due to their inconvenience and I should not be getting a late payment fee because their site got hacked.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Customer Answer
Date: 12/01/2023
Finally, two days ago I received an email from Lakeview Loancare stating that I need to log in into their new site and add my banking information again and my bill was due by the 12/01/23. After I logged in and added my bank information I tried to make a payment and the system came back with an error code and says to try again later!! I tried again later on and still, says the same HOWEVER, later on I received two emails saying thank you for your payment so, I hope Lakeview Losncare didnt take TWO payments out of my bank because one is going to bounce back IF they process two payments!!! This is ridiculous!!!
Business Response
Date: 12/18/2023
Good Day
Please know that the servicer's systems have been back up and running. They are accepting payments and working through customers' concerns as they come through. Their phone line: ************ is staffed with agents helping customers. There has been an increased volume of customer traffic as a result of their outage but this is slowly decreasing. They are not assessing late fees nor negative credit reporting as a result of that outage. Please continue to check their website for any updated messaging as it concerns their systems and any remediation efforts the servicer will be taking as a result of their security incident
Again, we are sorry to hear of the inconvenience but please know this has nothng to do with Lakeview's systems, as the servicer is a completely different company/entity from Lakeview. They will communicate with all customers directly.
We thank you again for your feedback and keep checking with that company directly.
Lakeview's Issue Resolution team
Business Response
Date: 12/18/2023
Additional comments; The servicer LoanCare had explained that if duplicate payments were made to them, they will certainly refund customers as needed. They advise all customers to check with their banking institution to see if duplicate payments were actually being pulled. If so, please provide that proof of the duplicate payment to that servicing company directly: showing the beginning balance - the transactions and an ending balance.
At one time when their system was first brought back up, it had appeared to be sending duplicate confirmations when payments were made but that did not actually occur.
Again, this does not have anything to do with Lakeview or its systems. The incident is specifically involving the servicing company LoanCare, which is a completely different entity. Please check with that company directly for any/all updates.
Thank you again.
Initial Complaint
Date:11/27/2023
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.
The amount I included below includes 2 refunds I've been promised countless times from various LakeView LoanServicing now handled by LoanCare, one for $274.54 which includes the over-charge I received in error on my mortgage statement that was due on 9/1/23 and $2,000.00 escrow overage balance I'm owed from my 2023 Escrow account caused by LoanCare taking too much out of my escrow for all of 2023 since they recorded the wrong property taxes due for 2023, which has left my escrow balance at a positive overage when all 2023 taxes have already been paid (Total owed back to me is $274.54 + $2000 = $2,274.54). Going back to July 2023, I immediately called LoanCare after receiving a letter from them advising my mortgage payment was being increased to $4,565.75 due to my escrow projected to be short for October taxes due, and that the new increase payment would be effective 9/1. After realizing LoanCare had the wrong 2023 property tax amount, I quickly called them back and had to file a dispute to get corrected to avoid my mortgage payment being increased on 9/1. After filing a dispute, I was told my September bill would not increase and that my escrow is not even with the corrected taxes due amount. Towards the end of August, I received my September bill which showed the increased amount that I owed $4,545.75 even though I was told it was corrected. The rep then told me to pay the higher amount because he couldn't fix it past the billing cycle and that I would receive a refund for $274.54 the following month after my mortgage got corrected. Starting in October, my mortgage was back to the correct $4,291.21 monthly payment, however, I never received my refund. I've called in now 10 times and spoke to 2 managers who gave me a case #CAS-432163-X3V4K5 by ****** and was told I would get a call back. It's now day 6 and I've still had no call back or resolution. I'm also told I'm owed a refund for my escrow being over positive $2,000. Filing BBB due to no resolution...
Business Response
Date: 12/11/2023
The current escrow balance is $2,331.14; however, we anticipate disbursing taxes of $5,627.80 in April ****, insurance of $610.00 in July ****, and taxes of $3,429.67 in October ****. Therefore, no escrow refund is due.
Customer Answer
Date: 12/12/2023

Complaint: 20923273

I am rejecting this response because you didn't read my initial concern, as my complaint isn't just related to the escrow being wrong, which by the way you have the wrong April **** taxes due again as they ARE NOT $5800 and are actually $3,429.67 due in April ****. Your company having the wrong taxes due is what put us in this situation to begin with in the first place!
Part 2 of my complain is that your company still has not refunded me for the $288 over charge I received from you all back on 9/1/23 mortgage due. Please go back to my records on my account and review the notes to see why I was incorrectly charged $288 more on my mortgage due on 9/1/23 which you all corrected on October 1st when you got the mortgage back down to the $4200 per month its supposed to be at, but I was told to pay the higher amount in September and would receive a refund the following month which I still HAVE NOT received! As I called out, I'm getting tired of repeating myself as I've been dealing with trying to get this over-charge and escrow refunds now for months ever since I had to escalate this when I got my September statement showing the incorrect amount due.
Will someone please call me over the phone to get this rectified and to please get my taxes corrected as you can see you don't even have the correct amounts for what's due in April **** as they should be $3,429 instead of the $5K+ you just stated in your response. This is getting ridiculous!

Sincerely,

***********************
Business Response
Date: 12/22/2023
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB rebuttal complaint filed by ***********************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
This complaint and the borrowers requested resolution includes several variables that requires 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: 12/26/2023

Complaint: 20923273

I am rejecting this response because I was told to contact Tere from Lakeview loan servicing to further chat through my 2 refunds I was promised as I still have received no resolution, even though Ive provided proof and screenshots showing where Im due the refund. I was told to call Tere and after leaving her 3 voicemails to please contact me, *** once again heard nothing and havent received any call back. After emailing Lakeview back last week (before Christmas weekend), I was told she was out of town and that she would call me the following day, and then here we are a week later and still no call back. I would love someone from Lakeview to please call me back!

Sincerely,

***********************
Initial Complaint
Date:11/27/2023
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.
This business was cyberattacked and did not notify **. As a result many of us cannot pay our bill. This will result in a late bill. This is our mortgage.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Customer Answer
Date: 11/30/2023

Complaint: 20922817

I am rejecting this response because:

There is no one is answering from them. They hang up on you. There system also debited my account additionally 100 dollars 3xs . Later learning that the system is still failing and they are saying we have a huge shortage. Blaming it on taxes. When in fact, our taxes went down **** dollars. They are full of it
Sincerely,

*************************
Business Response
Date: 12/06/2023
This complaint and the borrowers requested resolution includes several variables that requires 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: 12/07/2023

Complaint: 20922817

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 12/08/2023
If you look they initally said they cannot resolveit all in one as it has many issues connected to it. I did not agree and am allowing them more time to fix this. Why is it that yall are closingit?
Initial Complaint
Date:11/27/2023
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.
Lakeview purchased my mortgage from Pulte. I received a letter from Pulte advising of the transfer on 11/10. Since the transfer Lakeview and Loancare have do not answer the phone and their website does is down. I am concerned about where to make my payments and if this is even a legitimate company.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/27/2023
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.
My home mortgage is managed by this company. For over a week their website has been down to view loan and make payments. As of today (11/27/23) website does not work their phones are not functioning. No communication from the company explaining any issues. Unknown if this company went out of business without notice or what is going on.Also, the company never sent an Escrow Analysis statement explaining an increase due in my mortgage payment that is required by law. Can not speak to anyone at the company for assistance.
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, the servicers ******** systems have been restored. You should be able to access their website and their phone lines are open to assist customers.
Initial Complaint
Date:11/27/2023
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.
Over the last several days I have attempted to login to our mortgage account provided by ********************** **** Services. Their website is not responding. Their phone numbers disconnect with 'technical difficulty'. There has been no communication regarding problems with their websites or services. I am unable to view or pay my mortgage. The most alarming aspect is that they are not available, and have not communicated in any way. In addition, they recently dropped the value of our home by over 8%, resulting in ongoing PMI payments when we were about to reach 20% equity. The mortgage values in my area have remained strong and resilient, and there is no method for disputing this discrepancy.
Business Response
Date: 11/30/2023
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: 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. The mortgage loan servicing website is back up and working (with improvements), and I received direct email communications from the provider this morning.

Sincerely,

***************************
Initial Complaint
Date:11/27/2023
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.
My loan was sold to Lakeview a few years back. Ever since then, it has been nothing but problems. I have been trying to get in contact with someone from Lakeview to inquire about escrow delete. Not only is their website down, but their phone number is cut off. When I call, I get an automated message that "my call cannot be completed due to technical difficulties". I cannot believe there is not someone who I can speak to about my mortgage, but the company continues to be able to pull my monthly payment from my bank account. The level of customer service with this company is criminal and executives should be held personally accountable. I demand immediate contact from this company.
Business Response
Date: 12/18/2023
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.
Initial Complaint
Date:11/24/2023
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.
Ive been trying to get ahold of my mortgage company for about 4 days now and there has been no answer. Theres a message that says the phones are down and when you try and get on the website it doesnt work either. This is crazy to say the least. I need help this is so unprofessional Im trying to pay my mortgage and they arent giving me the tools to do. Apparently this company has bad reviews to begin with and Im not the only one whos complaining
Business Response
Date: 11/30/2023
Please see detailed response attached.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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