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

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

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:08/02/2023

  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.

  My mortgage was transferred from Primary Residential Mortgage (who I have had for almost ten years and never had any issues) to Lakeview LoanCare about six months ago. They have lost two payments totaling $3200 since then. I have submitted multiple pieces of paperwork (reference numbers provided by my bank and bank statements) on multiple occasions per their request to prove I have sent in these payments. They have yet to correct their mistake and are continuing to send me late notices and tacking on late fees for payments that have already been sent and were sent in early and for more than the actual mortgage payment is. Their customer service department has been rude and I have not been able to speak to any managers or supervisors to get this handled for them to correct their mistake. They have stolen $3200 from me and tacking on late payments as well.

  Business Response

  Date: 08/16/2023

  Re: BBB in Progress Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  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.
  
  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.

  Business Response

  Date: 08/29/2023

  Re: BBB in Progress Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  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.
  
  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.

  Business Response

  Date: 09/07/2023

  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. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare LLC is servicing this loan on behalf of Lakeview.

  We sincerely apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation. ********* research confirmed that they made contact with the prior loan servicer to track missing payment. Payment was located and funds were wired to LoanCare on 08/30/2023.Funds have since been applied, late fees waived and there was no negative impact to Ms. ******* credit reporting as a result of this matter. The customer account is current and due for 10/01/2023.

• Initial Complaint

  Date:08/01/2023

  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.

  For several months now, I have been experiencing difficulty in making online payments. I was given assurance that I would be able to resume making payments in August. Still, despite numerous phone conversations with representatives, none of them have been able to assist me with my account. The payments I have made are not being credited and are being kept on hold. I have requested to escalate this issue. However, they keep providing reassurance that it will be resolved within a week, which has not been the case so far. The website indicates that I am overdue on payments, even though I have made them promptly over the phone. My statement and the representatives confirm that the payments are in the system, but they are not being applied to my mortgage. They are simply being held, and nobody can explain why they have not been applied to my account.

  Business Response

  Date: 08/10/2023

  Written and verbal communications was initiated to address the customer complaint concerns. Per the attached, a detailed explanation was provided related to application of funds current loan status and online access restored. 

• Initial Complaint

  Date:07/25/2023

  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.

  Lakeview made a payment incorrectly to the wrong insurance policy that is not mine. It also made the correct insurance payment so there is a $9800 credit that I am owed. I have called numerous times and I get a different person every time. I ask for a supervisor every time they say one is not available and that I will receive a call back. And I never get a call back. I call again and they said a credit was added and to call back in a few days and when I call back nothing has been added to the account. I dont know what to do to correct this issue. I cannot afford my august payment sense it is over $1000 more than it should be. And I am not getting anywhere by calling the insurance department. This has been an extremely frustrating situation!

  Business Response

  Date: 08/03/2023

  **************** provided the following summary of events and resolution details:
  A review of the account determined funds in the amount of $9,836.34 were paid for a hazard insurance policy from the escrow account effective May 5, 2023, on a different loan. This error caused a significant increase in the amount of ****************** monthly mortgage payment based on the escrow analysis (EA) generated on May 24, 2023, with the effective date of August 1, 2023. A request for a Corporate Advance was submitted by *************** and approved to reimburse the customers escrow account in the amount of $9,836.34. Additionally, the EA dated May 24, 2023, was removed until the corporate advance request was completed. This temporarily reverted the amount of the payment due 8/1/2023 back to $913.91. The account reflects funds in the amount of $9,836.34 were reimbursed back to ****************** escrows account for the overpayment effective 7/28/2023. We have enclosed a copy of the transaction history for your review. Due to this change in the escrow account, a new EA was required. The results of the EA generated on 7/31/2023 with an effective date of 8/1/2023 reflect a new monthly payment amount of $1,100.33. An Escrow Statement will be issued. Please allow 3-5 days for processing. An electronic notification will be sent via the email address on file once available. We apologize for any inconvenience this has caused.
  

• Initial Complaint

  Date:07/21/2023

  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.

  An insurance check was forwarded to them from my previous ************ when they bought my loan on 5.2.23 When I called, they stated they could not sign that check because it had the old mortgage company's name. I called State Farm, they stopped that check and issued another. Then Lakeview sent the first check back. I called again, they stated to send the new check and they would get it back to me asap. I sent the check 2 day. on 6.21.23. Lakeview has now sent my insurance check to a contractor not even associated with us, and I have not signed the check. My contractor is still waiting on the money for work they did in April.

  Business Response

  Date: 08/03/2023

  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.
  
  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.
  

  Business Response

  Date: 08/10/2023

  LoanCare provided the following timeline of events:
  *05/26/.2023- ******** initially contacted LoanCare to notify LoanCare of an insurance claim check being sent to LoanCare in the amount of $10,560.80.LoanCare informed the customer that the funds had not yet been received and to allow a few more days. 
  *06/12/2023- *************** contacted LoanCare looking for the check. LoanCares name was not listed on the check as it was issued to Certainty Home Loans C/O ********** Rate.  The customer was advised to contact the insurance company to have a new check mailed to LoanCare.
  *06/13/2023- The check was received by LoanCare along with a letter from the previous servicer advising that they no longer service the loan and to process the check as necessary.  The check was endorsed and released back to the borrowers on 06/14/2023.
  *06/21/2023- ********s called LoanCare to notify them that the insurance company placed a stop pay and reissued the check for $10,560.80
  *06/26/2023- The new claim check was received by LoanCare to be endorsed and released.  The check was to be issued to the borrowers on 7/03/2023, however, it was inadvertently issued in the name of a third-party contractor, who was not affiliated with this particular claim.
  *07/21/2023- The customers called in inquiring about the check status. They were advised and the customers also requested a call to their contractor ********************** ************, ********************* to explain what happened. LoanCare advised the check would need to be stop paid and reissued.
  *08/01/2023- *************************** from **************** of the ******** spoke to **************** who stated the reissued check had been sent and being sent via **** Priority, the tracking number provided was **** **** **** **** **** 97. *************************** advised that she continue to monitor the account for the check to be received, so that she could ensure proper handling. Per Ms. ******* request *************************** reached out to the contractor ********************** at ************, she spoke to ********************* to inform her that LoanCare is expediting the claim check to be reissued to our customers, so they could disburse the funds.
  *08/04/2023- The reissued claim check was received and forwarded to ******************* team for processing. 
  *08/09/2023- LoanCare emailed the customer advising the check is being released and sent via Fed Ex tracking # ************
  

• Initial Complaint

  Date:07/20/2023

  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.

  Guarantee Rate was ******************* who sold our loan to a new company. The issue is Guarantee rate was still taking our money on auto pay. The new mortgage company Lakeview loan service said they have never received money. They claim they tried to pull money from our account on June 30th and there was insufficient funds. Our bank statements show that our entire loan payment was pulled and Guarantee Rate received it. They then sent the money to Lakeview.We then tried to move our auto pay to lakeview and stop the auto pay to Guarantee rate. Guarantee rate then pulled the money back from lakeview and refunded us (July 20th) 20 days after the payment was made. Ultimately we are being charged late fees and show a late payment for two companies not working together (and holding our money). I would like for Guaranteed rate to make this right with Lakeview since we were not late on our payment. Everything can be verified via email, bank statements and costs. We have called both companies - Either way them not communicating with each other shouldn't be my issue as I made the payment (and payment was shown to be made to lakeview from Guaranteed).

  Business Response

  Date: 07/28/2023

  ****************** had established auto draft with his previous servicer Guaranteed Rate. The loan transferred to LoanCare for servicing with an effective date of May 02, 2023.  Once the loan servicing transferred to LoanCare ****************** established auto draft with LoanCare. The auto draft with Guarantee Rate had not been cancelled when the July payment drafted on 6/30/2023 it was drafted from his bank account by both the previous servicer and the current servicer LoanCare. The payment drafted by ******** was returned as NSF.
  
  The previous servicer returned the payment to Mr. ******** bank account. It was confirmed that the July payment was posted with LoanCare on 7/20/2023, the late fees were waived. In addition, LoanCare waived the $30.00 NSF fee that ****************** was charged due to this issue. ****************** was advised by LoanCare that per RESPA during the first 60 days of servicing transfer, there is no credit reporting.The account is current with the next payment due 8/1/2023. Also confirmed that his Auto Draft is effective with the 8/1/2023 payment due.

  Customer Answer

  Date: 07/31/2023

   
  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:07/17/2023

  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 going through a VA loan assumption right now and have been trying to gain reliable contact with whoever I need to contact. However, it is taking multiple days between responses. I have another home I am trying to purchase and it is reliant on my current home selling in a timely manner. The first agent they set me up with ************************* would not respond to my calls or messages. Luckily I had another contact from a past experience that I was able to try and talk to, an **********************************************. However it is usually a day or two between her messages back to me and again, she does not answer her phone or respond to voicemails. I resorted to calling their call center to try and get ahold of someone and the robot sent me in circles three times before I just started pressing "0" for everything (5 minutes of call time before I was actually sent somewhere where I sat on hold to talk to a human). The welcome packet we got to fill out said that the assumption would take ***** days, then ********************************************** said it would take ***** days and the call center said 120 days or longer. I am unconvinced anyone there knows what's going on and I have had nothing but trouble with Lakeview and Loancare as a whole. Just trying to pay my mortgage would sometimes require me to log in three separate times, each with a text input 60 seconds between each login.They are almost as bad as the DMV.I need them to be on the ball with this process as I hear other institutions averaging 45 days total. The sale of this current home and the purchase of my new home relies on this being done in a timely manner. Otherwise, it can cost me tens of thousands of dollars of more debt. As it stands I lose $3600 plus tax every month I don't close. It is destroying my credit.

  Business Response

  Date: 07/26/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed *************************, through the Better Business Bureau (BBB).Lakeview takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. (See resolution letter attached)

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20333052
  
  I am rejecting this response because: There was no voicemail left, the only call you "attempted" to make was about 2 seconds (I know that because I happened to be looking at my phone when it occurred, I answered as you hung up) and I have not heard anything back about my concerns. In fact, my last question to your assumption department has gone two weeks without a response. The buyers have also informed me that they have not received any update with regards to timing or to help further accelerate this process. Both parties in this transaction need this process to speed up. Only getting one e-mail or response every 2-5 days makes us believe you are purposefully prolonging the process. As stated before, the majority of VA assumptions going through Remax are only taking about 45 days. The fact you are treating two family's of veterans this poorly makes your company look even worse. 

  With regards to the phone calls made to you, it is not the fault of your clients for your call system to rout us wherever it wants to rout us. I called the number that is on my mortgage bill, it is your responsibility to assist us in getting the information we need. Your system cycled me through the same robots three times in a row before I just started pressing "0" for everything. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2023

  Per our initial response, please see below:
  On 7/26/2023 Lakeview provided response to the customers BBB complaint. 7/27/2023 Lakeview received BBB rebuttal from customer.
  In response to the customers rebuttal, we received confirmation from our assumptions department that the respective parties of the assumption has been contacted and they are aware of the information needed. The loan processor confirmed the following to both parties advising they are working towards a final loan approval as quickly as possible for everyone. Our assumptions department will be in touch to advise once the final loan approval can be issued as soon as able to schedule a closing date.
  Please note, throughout the loan process, all updates and loan information will be provided directly to the buyers. We cannot disclose or reveal detailed information to the seller as we need to protect the privacy of the buyers.

• Initial Complaint

  Date:07/14/2023

  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 name is ************************* and I am writing to resolve an issue with Lakeview Loan Servicing. Lakeview Loan Servicing is stating I do not have escrow but two representatives stated I do have *********** informed me that the mortgage company did not have me listed with escrow insurance. The other representative researched and found out that I did have escrow insurance and there was an error on the Lakeview part. THE REPRESENTATIVES ALSO INFORMED ME THAT MY MORTGAGE WOULD BE GOING UP DUE TO THEIR ERROR. This is additional money that I do not have to pay monthly and I do not want my credit to be affected.Today, I received the following email from Allstate after communication with Lakeview Loan Servicing. I called Lakeview today at 2:33 pm, 3:24 pm and 3:33 pm. All calls took over 30 - 45 minutes for someone to acknowledge the call. I was transferred twice and the third time disconnected. I would like for Lakeview Loan Servicing to:1. Resolved the issue with myself and ****************** 2. Acknowledge the errors made on my account in writing 3. Acknowledge that I do have escrow insurance and not be charged for Lakeview Loan Servicing errors with additional mortgage cost.Disappointed,************************* See message from insurance agent:o **************************, *******, ***************** Morning!I got an update that everything was handled on the mortgage companies end but after taking a deeper look into things on the Agent Portal, this is not true. I do see they accepted the Declarations Page that I sent via E-Mail, so it is no longer showing a lapse in coverage on their end. However, I do see that no payment has been issued. In addition to no payment being issued, you are still listed under "Non- Escrowed". I attempted to chat with an agent (pasted below) and it was stated to make that change you would have to reach out to them directly to have your account updated. The other option they gave me was to collect the balance directly from you.

  Business Response

  Date: 07/27/2023

  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.

  Business Response

  Date: 08/10/2023

  Tell us why h*07/2023- LoanCare received a request from ****************** to pay hazard insurance. Upon LoanCares review it was discovered that the hazard ************** was removed from the escrow account. (The root cause was due to the loan being coded as a condo at the time of boarding) The escrow hazard ************** was re-added. Due to the addition of the hazard insurance to the escrow account, hazard insurance increases throughout the years and the 07/20/2023 hazard insurance disbursement of $1,494.29.The escrow account portion of the payment increased to $645.94 for a total mortgage payment of $2,257.72. Even with the escrow shortage, the new payment is still less than it was at the time the loan originated.
  
  Our records indicate when your loan originated your payment was broken down as follows:
  
  Principal & Interest   $1,611.78
  Mortgage insurance   $252.06
  Estimated Escrow      $430.35
  The total mortgage payment was $2,294.19.
  
  Since the loan originated, the hazard insurance premium has actually increased each year. See breakdown below:
  
  2020 - The hazard insurance premium at closing was $1,138.25. 
  2021 Hazard premium then increased from the projected amount at closing of $1,138.25 to $1,208.13.  The hazard insurance premium was disbursed from the escrow account on May 25, 2021.
  2022-The hazard insurance premium increased from $1,208.13 to $1,343.42. The hazard insurance premium was disbursed on July 01, 2023, from the escrow account.
  
  Lastly, Office of the Customer Supervisor ********************* from LoanCare was able to connect with ****************** on 08/10/2023 via telephone to discuss escrow shortage concerns.  ***************** will be reaching out to her insurance company to see if they can reduce her premium. In addition, a loss mitigation package is being sent, should she want to explore applying for a possible modification.  ****************** has ***** Whites direct contact information, should she require anything further.
  

• Initial Complaint

  Date:07/12/2023

  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.

  This company calls constantly even after being asked to stop. They even call before 8am. When I ask to be removed from their call list they just hang up. Please have them stop all contact with me

  Business Response

  Date: 07/21/2023

  We requested the assistance of our sales team and our marketing team in an attempt to resolve this issue for ******************. Our team provided the below response:
  
  We were unable to locate Mr. ******** contact information in our database using the email address and telephone number provided. The telephone number was searched in our call recording system, however, no calls populated.
  It could be another entity with a similar name trying to solicit ******************.
  
  ****************** does not have an account with **********************, therefore his information is not in our database.  Should ****************** provide us with additional information, such as the telephone number for the incoming calls he is receiving the calls from or the name of the individual who has been reaching out to him, we are unable to further assist.  
  
  07.21.23- ***************** was notified via email of our findings stated above.
  
  

• Initial Complaint

  Date:07/11/2023

  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 mortgage payment just went up $1000 a month five months ago. When I did an investigation, I discovered that USAA flood insurance department sent three notices to my lender to get paid for the flood insurance on 9/27/22, 11/16/22, and 12/1/22. These were written requests, and the one in December with a final notice. They did send me copies, but I understood these were not bills that they were requesting the mortgage company to pay for the insurance which is standard. I found out that Lakeview loan care, after not paying my flood insurance, instituted their own policy with Insureco. They charged me almost $700 for the last six weeks of December and they increased my policy from less than $500 a year to over $4000 a year. They also made me lose out on a FEMA program that simply increases your insurance by 20% a year until you are up to the standard amount. So by my calculations this is going to cost me $18,000. Plus the almost $700. Not only did they take out their own Lender policy, they made it to where I have to get a brand new policy and I cannot just re-institute the policy that I had. Lakeview states that they made two calls to try to pay the bill with USAA. They obviously did not try too hard. It is not impossible to reach an insurance company. And USAA has written 3 letters, not simply made phone calls. This smacks of fraud, and it has been very costly, both financially and emotionally to me. I could hardly afford our monthly payment anyway but now the payment is astronomic. I may have to get a second job. I have to move, which is what they are counting on, I think. And I should not have to do either. I would like to be compensated for all of the costs related to this. A Lender should not be able to just refuse to pay insurance when it is requested of them. And they should not be allowed to choose the insurance company of their choice when they made me lose my insurance in the first place.

  Business Response

  Date: 07/25/2023

  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.

  Business Response

  Date: 08/08/2023

  LoanCares Resolution:
  LoanCare is in the process of reaching out to USAA to further discuss the incorrect mailing address as mentioned previously in the timeline to determine where the notices were actually being sent. Ms. ******** will be informed of the results of the communication by her point of contact at **************** of the customer team member:  *************.
  
  LoanCare found no evidence to support that any other correspondence was received from USAA regarding the flood policy renewals thus far. There was also no evidence of insurance sent by the customer in response to the *** Notices LoanCare mails in order to further notify the customer of the insurance needed.  As of today, the customer has not provided proof of flood insurance.
  
  The lender placed flood policy FLR07442055341 with *************** (***) is currently in place and will expire on 11/16/2023.  Due to the large escrow shortage,Lakeview has approved an escrow spread of 36 months. This is effective for 08/01/2023.The new payment is $4,658.68.  Tere Childers from Office of the Customer has reached out to the customer via telephone and email on the following dates 07/17/2023, 07/25/2023, 07/26/202, 08/02/2023 and 08/07/2023.  
  We strongly encourage the customer to make contact with the servicer and further discuss as needed.
  

• Initial Complaint

  Date:07/11/2023

  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.

  Lake View acquired my mortgage from Loan Depot. Unfortunately they have the incorrect closing documents. Which has resulted in the incorrect mortgage payment for months. I've been paying the incorrect mortgage payment to avoid any credit problems. I have sent them the correct docs and loan depo has sent the documents directly multiple times. I just want this situation resolved.

  Business Response

  Date: 07/24/2023

  The servicer LoanCare provided the following response:
  Purchase Mortgage closed on 03/22/2023 reflecting Loan Depot as the lender, the mortgage was recorded on 03/28/2023 as Instrument Number ***********, in Kent County, DE. LoanCare acquired the loan for servicing on 04/11/2023. The loan boarded with the signed closing disclosure, First Payment Letter and First Payment letter all reflecting the *** payment of $159.93.  As the sub-servicer of this account, LoanCare is unable to make changes to the documents signed at loan origination or any terms specified within. **************** provided an updated copy of the Closing Disclosure dated 05/12/2023, it appears Loan Depot revised the Closing Disclosure after the loan closed.  The *** team recognized the new Closing Disclosure. The monthly MI premium amount has been changed to $103.48 monthly.LoanCare disbursed $159.93 in May which left a credit of $56.45. To reconcile,$47.03 was disbursed in June to equal $103.48. In July (and going forward)LoanCare will continue to disburse $103.48. LoanCare is in the process of updating their system to reflect the revised contractual monthly payment to $1,876.02.
  
  On 07/24/23- A resolution email was sent to **************** with the details stated above.
  
  

  Customer Answer

  Date: 07/25/2023

   
  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. They fixed the situation and sent the correct documentation. 
  
  Sincerely,
  
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