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:07/03/2023

  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.

  I have contacted lakeview loan servicing countless times about a forbearance due to my office closing due to covid 19. The address on a recent foreclosure complaint I received is ************************************************************************************************************ I have not had a single phone call returned or my forbearance application responded to in almost a year. I currently have a PAHAF application in progress to cover the delinquency while I wait for a legal settlement and another property sale. I have every intent to bring the mortgage current, and I have communicated this to lakeview several times by signing up for their assistance portal and sending several faxes, emails and phone calls. **** continue to move forward on what I believe, and on paper, looks like they are trying to capitalize on the current inflated real estate increases. They continue to be unresponsive, but make sure to file forclosure paperwork in the blink of an eye. Scumbags.

  Business Response

  Date: 07/20/2023

  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.

  Please see detailed resolution letter attached. 

• Initial Complaint

  Date:06/07/2023

  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 submitted a complaint with the BBB on Lakeview in regards to their mishandling of my escrow account. ********************** did an investigation where they admitted to mis handling my escrow and is still trying to make me pay for their mistake. This mistake is making my mortgage go up by $300 a month, and I just do not have it. I do not want my credit to be ruined due to their mistake. I am asking that BBB help me hold this company accountable for their mistake and not make me pay for it. Any guidance or assistance would be much appreciated.

  Business Response

  Date: 06/15/2023

  ****************** was offered a longer repayment period for the escrow shortage and she accepted it. a new escrow analysis was performed and mailed to the customer

• Initial Complaint

  Date:06/02/2023

  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 payments continue to be returned and then I am issued a late fee. My account has always been on autopayment and the company is not taking out the payments. Each month I have the same issue and I am told the issue is resolved after talking to the customer representative. But the next month it happens again. I have made multiple payments and should be credited for paying in advance.

  Business Response

  Date: 06/13/2023

  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, **************** is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never had a late payment and have an 848 credit score.I went online to pay my bill on *** 1 and thought I had done so but I must have been confused and did not hit submit.Regardless, I did not notice that the payment had not been made until 6/1 when I went to pay my bill for June.I immediately made the payment for *** and June together. However, I was told that my late *** payment would be reported to the credit bureau (even though my record shows no late payment ever).I am horrified by this outcome but mostly I am upset because the mortgage provider/servicer did not provide any notice of a missed payment either via email or through any other type of notice.I have spent a lot of time perfecting my credit and while it is clearly my responsibility to ensure payment, however, Lakeview also has an obligation to notify.My fear is that they benefit from late payments via fees etc. and it is in their best interest not to notify which would be dishonest.

  Business Response

  Date: 06/13/2023

  We requested the assistance of the servicer LoanCare in providing a response to your payment concerns. ******** provided the following response and resolution to your concerns:
  
  **************** stated in his BBB complaint that on May 1, 2023, during his online payment process, he inadvertently failed to press the submit button; therefore,the payment did not go through. Furthermore, he stated that he was not aware of this fact until June 1, 2023, He made the May and June 1, 2023, monthly payments by telephone. Additionally, he stated that ******** did not notify him of any missed payments in the month of May 2023.
  
  LoanCares records indicate that when they did not receive Mr. ******* May 1, 2023, payment installment (prior to the expiration of the 15-day grace ******** a late fee of $105.40 was assessed to the account. This prompted the servicer LoanCare to issue the enclosed Monthly Statement, dated May 16, 2023,which was followed by the enclosed Payment Reminder Notice, dated May 17, 2023.During an inbound telephone call with a LoanCare representative on June 1,2023, the representative waived the late fee of $105.40, as a one-time courtesy and processed the May 1, 2023, and June 1, 2023, monthly payments. LoanCare confirmed there was no derogatory credit reporting since they began sub-servicing the loan, effective September 16, 2020. LoanCare reached out to **************** via email on 06/07/23 with the details and resolution stated above.
  

  Customer Answer

  Date: 06/19/2023

   
  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:05/20/2023

  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 believe that the recent escrow analysis is incorrect and am concerned that my recent $1000 ADDITIONAL escrow payment made on 4/17/23 did not get applied properly. I paid this extra amount to cover for the escrow "shortage spread" in advance, so that my monthly mortgage payments can go back down - as it was raised by a ridiculous $400 a month = $3200 increase for 2023. This does not match up with what the property tax increases are and I am not ok with raising my monthly amount due by over 25% . My monthly escrow was $263 and now, its been raised to $448, plus another $168 prorated shortage = $616/month for escrow As of 5/2/23, it shows my escrow balance is $438. Even with the projected total amount I would owe for the remainder of the year - $2896, I should only be paying a total of $410 a month for escrow - instead of the $616 the Loancare is billing me for = an excess of $1236 for *************************************************************************************************************************** that she couldn't apply it to my escrow shortage now because then I would be late with my mortgage payment, even though I PREPAID for my May mortgage on 4/17/23. This does not make sense. I am requesting that the escrow for taxes and insurance be deleted from my loan #********** so that I can pay it directly OR that Loancare update my monthly mortgage payment due by $200 less that the current amount - effective for this upcoming June 1st mortgage payment.My 5/2/23 statement also shows a $50 fee, which should not be on there either.

  Business Response

  Date: 05/26/2023

  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 is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:05/18/2023

  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 received a notice that my escrow was going up. I called to get clarification on the reason for the increase, i was advised is because of taxes and home owners insurance going up. When I started asking question the representative got very irate and unprofessional. His name was *****, refusing to get me a manager or anyone else he terminated the call. I am looking for assistance with the escrow increase I am looking for someone to assist me in getting my questions answered.

  Business Response

  Date: 05/24/2023

  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, **************** is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview Loan, which is subserviced by ********* LLC, bought our loan on our house from a fantastic mortgage company is November 2022. Since then, it has been an absolute nightmare. If it made sense to refinance, we absolutely would. They don't set up your insurance escrow account, but fail to tell you that in their welcome letter. In February 23, we received a homeowners insurance cancellation policy and found out they had never opened the escrow and our policy was to be cancelled at the end of March. After two weeks, and 4 phone calls that lasted over 2 hours (we only talked for about 15 minutes- the rest was sitting on hold and being bounced around), we were told that they would pay our premium as a courtesy and that we would NOT have to pay it back in any way. They said they would ***** overnight it after the ***************** finished opening an escrow account for **. 2 Weeks later, less than a week before the cancellation date, they said they apologized and that for some reason, it was taking a bit longer so we would have to make a personal payment (2 months) to insurance to avoid cancellation. We did that and almost a month later, we called again to ask how that ***** overnight payment was going. They said they had sent it weeks ago. Finally, May 1st the payment was sent and received. However, we went to our account information and now we are negative in our escrow account, our payment has went up from **** to **** starting in July (our original payment with the best mortgage company was **** with our insurance) and now it says PMI isn't a feature to our loan but says were still paying it.

  Business Response

  Date: 05/31/2023

  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 is servicing this loan on behalf of Lakeview. (See detailed resolution letter attached)

• Initial Complaint

  Date:05/17/2023

  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.

  This is a loan account being subserviced by ****************. I receive paper mortgage statements. I recently received a letter asking how I wish for my extra payments to be applied. The phone numbers on the statements and on the letter do not work. I am unable to reach a live person at Lakeview or **************** as their phone numbers do not accept my loan number, the last four digits of my social, nor my phone number and do not allow for me to get a live customer agent so I cannot respond to ******************** request.

  Business Response

  Date: 05/31/2023

  A resolution email was sent to the customer on 5/25/2023, which provided the authentication requirements, the customer service contact information and the hours of operation along with the website to access the online account, should the customers wish to update their contact information. To date, the account remains paid ahead and reflects the next payment due date is 9/1/2023 in the amount of $1,161.13.
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20065686
  
  I am rejecting this response because: I called both telephone number several times from my office telephone and was unable to reach the mortgage holder. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/09/2023

  **************** provided the following response:
  Ms.******** challenge regarding the inability to reach an agent is because her phone number not recognized by the *** system.  There is no working telephone number on file for ****************** at all, which means the customer must enter her loan number, or Social Security number and zip code to identify in the *** system and subsequently transfer to a representative when calling the ************ phone line.
  
  Our customer was provided with instructions several times on how to update their contact information, which will then allow the customers to more efficiently utilize the *** system with ease. The customer also has online access. We are hopeful that the customer proceeds with next steps to update their contact information within the servicing system so that this does not occur again in the future. It is important for the servicer to have usable contact information should payment changes occur, insurance or tax issues arise, or any issues regarding the servicing of their mortgage, so that the servicer can alert the customer properly.
  
  On 06/08/2023 Mr. ******* Customer Relations Manager ******************************* also reached out to ****************** via email to address her request for a detailed accounting of her loan. ****************** was provided with a copy of the mortgage account history and a copy of the collateral agreement (mortgage deed) for her review. 

• Initial Complaint

  Date:05/11/2023

  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.

  **** view mistakenly refunded me the escrow that they were supposed to use to pay my county taxes. In November of 22, the mortgage company refunded me over $3k and said it was an escrow overage, so I deposited the money into my account and used it for my mortgage . In March of 2023, I received a letter in the mail from Charles County that my house would be put up for sale due to delinquent county taxes. After calling the county, I discovered that the mortgage company did not pay my county taxes for an entire year. I notified the mortgage company immediately, they paid the taxes, but now they are trying to make me pay for their mistake by going up on my mortgage by $300 a month. I cannot afford an extra $300 a month on my mortgage. I brought the home based on the ability to pay a certain mortgage. I am asking that the bureau help me to resolve this by having the mortgage company to pay the costs of the escrow overage and my mortgage stay the same. Since I have been with this company I have had my mortgage not paid on time due to their faulty online systems which had made me have to pay my mortgage twice in one month, ultimately causing me to have to pull money from other places to make sure my mortgage was paid on time. This company has caused me a lot of financial hardship.Thank you for your consideration.

  Business Response

  Date: 06/08/2023

  research is ongoing.

• Initial Complaint

  Date:05/09/2023

  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.

  Our home mortgage was sold to Lakeview Loan Servicing. We paid off our down payment assistance (***) loan in March 2023, which was in second lien position. In order to establish a HELOC, we need three items addressed that we have been waiting over a month for:1. Proof of payment of the *** loan,2. Lien release documentation, and 3. The website gives me an error when I try to add my phone number to my account information. Without my phone number listed on my account, the site will not allow me to send a message within the internal messaging system. I need Lakeview to add my phone number to my account.I have proactively called Lakeview three times and have been told each time that customer service will make the request from the "department" to email the documents that we need. First, the timeline told to me was 30 days, then 1 week, then same day. I still do not have copies of these documents, which we need for the next step in our home financing. Please provide the proof of payment and lien release documentation. Lakeview should be responsible for reimbursing ** for interest paid on accounts that would have been transferred to our HELOC over 30 days ago.

  Business Response

  Date: 05/19/2023

  State compliance guidelines allow 60-days from the date of payoff (due on or before 05/26/2023) to complete the lien release process. LoanCare is unable to accommodate the customer's request for interest reimbursement, as there was no error found. The servicer LoanCare placed a rush order with their vendor,in order to complete this process as quickly as possible. A copy of the recorded Substitution of Trustee and Deed of Reconveyance documents was sent to ************* on 05/18/2023 via email.