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:05/03/2023

  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 a customer of **********************. I have reported that my account is compromised. When we received the mortgage in 2019, we have a higher interest rate at paying **** a month. Now, that we have completed a modification and the security breach where someone hacked my account and changed my account to get extra payment, our mortgage increased to *******. This is a ****** dollars. I was informed that the insurance increase but, it should not have increased that much. At the end of the payment if the insurance and mortgage, there was a positive of *******. We are baffled concerning this. Additionally, the incident that was created in 2020, I informed Lakeview that the account was breached but to no avail! I want a through investigation of my account and a resolution sought. Additionally, the individual that is responsible for the incident, access my account everyday. Also, when calling the ***********, the waiting period is linger due to the call is routed to the hacked.

  Business Response

  Date: 05/25/2023

  Escrow account Overview:
  
  With the March 2020 analysis, we anticipated disbursing $2,237.77 for county taxes and $1,785.45 for water taxes, which match the amounts on the Tax Certificate from loan origination.However, LoanCare actually disbursed $5,460.73 and $4,494.90 for these taxes respectively. This caused the large shortage determined with the March 2021 analysis, which remained on the May and June 2021 analyses.
  
  Our research finds that an FHA Mod/Partial Claim Combo was completed in mid-2021, with the first post-modification payment due in 09/2021. The outcome of an escrow analysis can depend on several factors, such as the timing of the disbursements, an increase or decrease in the required disbursements since the last time the account was analyzed or the current escrow balance at the time the report was generated. No evidence exists to support the claim that LoanCare is in communication with someone other than the borrowers themselves.

• Initial Complaint

  Date:04/26/2023

  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.

  I switched to autopayment on Lakeview loan servicing's website in December 2022. But due to its system issues, my payment was not processed since then. Now my loan is behind by four months and its system is still not allowing me to make any payments. Lakeview has reported late payments to credit agencies, which reduced my credit score from 800+ to 660. I have contacted their customer service via email on April 18, 2023 and still not have heard back from them.

  Business Response

  Date: 05/03/2023

  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. ********************** 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 resolution letter attached)

  Customer Answer

  Date: 05/04/2023

   
  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:04/21/2023

  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.

  My homeowners insurance was canceled due to nonpayment I contacted lakeview loancare before it happened and told them I received the letter they told me to disregard the letter and that they would take care of it I never received a letter that it was canceled so I figured they handled the issue . In February I had hot water lines leaking under my house for a while soaked my insulation under my house and had mold growing everywhere . Water lines had to be replaced water mitigation company had to come in and get rid of mold my laminate flooring is cracking throughout above where the leaks were I tried to file a claim to progressive to find out I no longer have insurance. I've been on the phone off and on for 2 months trying to get compensation for the damages they been ******* me on not having homeowners insurance due to them not doing their job saying they will be forced to supply me with their own that only covers the exterior of my home and costs more if I can't supply my own coverage. I've been trying to get covered but due to them s******* me over and my claim report no one will cover me.. so I currently have no homeowners insurance and had to loan money for repairs and removal of mold my son has respiratory issues and my old mother lives with me can't have them breathing in mold I'm trying to settle this outside court but I've had no help for 2 months. it took me forever to speak to a supervisor finally they had me file a claim and set up a policy but the policy on the claim doesn't cover any of what I want compensation for.. they have been working me over and refuse to make it right to me after admitting to me they were at fault. Progressive can't do anything to help because I didn't have coverage at the time of the incident. I have had to worst last 2 1/2 months the stress and anxiety overwhelming Ness this has caused me I can't financially deal with

  Business Response

  Date: 05/12/2023

  Thank you for your patience while we work on your concerns submitted to Lakeview Loan Servicing on April 21, 2023.
  Our servicer LoanCare's escalation team attempted to contact you on May 10, 2023, and left a voicemail to advise on the status of our research. At this time, we are still working with our insurance team to review what occurred so we can resolve your concerns.

• Initial Complaint

  Date:04/19/2023

  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.

  For the past 2+ months I have been restricted from making online payments and no answer to why. I have to sit on the phone with multiple representatives and no one can assist me with my account. I have made payments that are not being applied and placed on hold. I requested this issue to be escalated in which I was assigned a case worker who has done nothing and cant even get a call back. The website shows me as 50 days past due as I am not and made a $1600 payment in which everyone can see in the system was not applied and sitting on hold. This amount has cleared my bank and yet my loan showing as past due. This is the worst company and when u call even their employees say no one knows what is going on there. They should not be in business and in charge of peoples mortgages if they do not know how to operate.

  Business Response

  Date: 05/01/2023

  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 response attached)

• Initial Complaint

  Date:04/18/2023

  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.

  My mortgage was transferred to this company. All my Escrow payments were setup to cover home insurance, flood insurance, and taxes. On 9/10/2022 my insurance was not paid by Lakeview and my insurance lapsed. I was not contacted until 2/8/2023 to be told I had no insurance. Even though this was a mistake on their part they are charging me $544 for having no flood insurance and $647 for having no home insurance for that time period. I have placed several calls to the customer service department and am told they are putting in a request for an investigation and that I'll be contacted in **** days. I've never received any call back and they have taken money out of my escrow to cover their back payments. I have attached the documents from the transferring company saying my insurance is in Escrow. This was a giant mistake on their part that lead to my house not being insured. They should be the ones to pay their back payments NOT ME!

  Business Response

  Date: 05/12/2023

  research for this complaint is on going but there is continued communication with the customer.

• Initial Complaint

  Date:04/18/2023

  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 fiance ***************************** and I have a mortgage with Lakeview loan number **********. ** August 2022, we received a notice from Lakeview that our taxes were not paid and they were increasing our mortgage payment to compensate to pay the back taxes owed. When we looked on the Lakeview portal we could see our quarterly tax disbursements for the following amounts: March **************, May 19 2022 *******, August 9 2022 *******, Aug 26 ***** *******, and Dec 2 2022 *******. But despite these payments being made, Lakeview forced ** to pay almost 400 extra each month for several months. I filed a complaint with the BBB and CFPB and this pushed Lakeview to research the issue. ******* and I researched on our end with our closing attorney. It appeared that the taxes were being paid on our condo association and NOT on our condo unit. As such, after the two regulator complaints were filed, Lakeview contacted ** and advised an overage of approximately **** was due to us and we were sent a refund. Now, a few weeks ago, we received notification from Lakeviews servicer Corelogic that we owe ******** which is the exact amount of the 5 quarterly disbursements made on our account. Again, it appears that they never corrected the tax amount that was misapplied. Dealing with Lakeview and Corelogic is a complete nightmare. I also tried to reconcile the amounts using the payments made on the Lakeview website under our loan account but its impossible to do so with the way they reported our payments. I also asked Lakeview to perform an audit on our account to ensure everything was corrected but they failed to do so. We need help resolving this as we have spent countless hours trying to resolve it and thought it was finally resolved in January only to receive the latest correspondence from them.

  Business Response

  Date: 05/16/2023

  Research for this complaint involves the tax agency and the servicers 3rd party vendor. Research continues and the customers have been advised and are receiving updated information as it becomes available.   

• Initial Complaint

  Date:04/14/2023

  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.

  In November 2022 I had to file a complaint (#********) in regards to duplicate payments now I have to file a complaint on my homeowner policy. For 3 years, my home insurance has been paid through my escrow. When my loan was transferred from ************** to Loancare this set-up should have transferred as well right.... I found out today that not only this did not occur, Loancare marked my account as buyer will pay. With my policy expiring, Loancare was trying to charge me for a higher policy due to my policy expiring, I end up coming out of pocket $1129.00 to cover my insurance. This is the second time I am having to come out-of-pocket for Loancares **** **** I am not surprise with the incompetency here due to the loops I went through in November to get a refund on my mortgage payment but I would like the company fix this issue for next year. My monthly escrow payments were high to cover my insurance and auditor who identified a " escrow surplus" at the beginning of the year should have caught this verse falsely lowering my mortgage payments and sending me a check. If I knew you were sending me the money I paid you to pay my annual insurance, I would have declined the check.

  Business Response

  Date: 05/11/2023

  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.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19938241
  
  I am rejecting this response because: 

  I am still getting a bill for **** with the higher rate. This rate reflects the two internal errors made by the company that (1) stop paying my insurance when my loan (FHA) requires the insurance to be paid through the escrow and (2) my taxes are supposed to be paid twice a year but Loancare mistaked this to be one. I should not have to continuously come out of pocket for Loancare errors on my account when I transitioned over to them from OnQ Financials November 2022. I know the company needs time for a solve. I need to know when is the point the company Loancare is held accountable and takes ownership in these errors and not leave it to the individual to make up for their mess.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2023

  Resolution:
  The servicer LoanCare is in the process of reimbursing the escrow shortage funds in the amount of $1,145.12 to apply towards Ms. ******** escrow account. Once the funds have been posted LoanCare will reanalyze the escrow account and adjust the payment accordingly. . The root cause of the issue was at the time of loan set up. The insurance policy was initially coded as a condo policy, which caused it to be set up as a non-impound. In addition to only one of the tax lines being set up. The taxes are due twice a year.  These have all since been corrected by LoanCare.
  
  LoanCare spoke to ****************** and presented the resolution stated above. ****************** was satisfied with the resolution presented. LoanCare has scheduled a follow up call to ****************** this Friday based on Ms. ******** availability.
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 19938241
  
  I accept the solution and satisfied with the refund into my escrow account from the internal error identified. However, I am still looking for communication on the following:

  1) When this refund will be reflected in the escrow account

  2) What the new mortgage payment will be and when this new payment will reflect on my online account
  

  As of today (5/30), my payment due 6/01 still reflects a higher amount with the escrow deficit and I am trying to avoid late fees due to this resolution not being reflected in my account. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2023

  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.

  I refinanced my home at the end of 2020. Lakeview filed the Deed of Trust on my property 12/7/2020 then filed the same documents again 10/4/2022. The same person ************************************* filed the documents with the court house. I have called an called to get them to correct the problem to clear my property of one of the liens but they refuse to even let me talk to someone who can help. Case Number CAS-******-G5B7P4

  Business Response

  Date: 04/21/2023

  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 full response attached)

   

  Customer Answer

  Date: 04/21/2023

   
  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:04/09/2023

  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 has went up ****** since December 2022. Yet my mortgage company has sent me a letter saying I was not insured from December 2022 until March 2023 even though I was paying insurance through the mortgage company. I went with an outside insurance company to get away from the high mortgage payment, I paid 3 months in advance with the insurance company. My .mortgage company sent the insurance company the entire year payment. They will not respond to my emails. I will not pay my insurance through them ** something does not sit right with this situation or this company

  Business Response

  Date: 05/04/2023

  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.

  *04/09/2023 - Borrower filed BBB complaint regarding billing Adjustment.
  *04/10/2023 - Lakeview reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to ****************************

  (See detailed resolution response attached)

• Initial Complaint

  Date:04/08/2023

  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.

  Autopay is set to on. Payment went out one month and never again. Now showing account is delinquent because they are not auto drafting the mortgage. Money is in the account. Tried to pay online and went thru loops just to be able to login and verify identity just to get a message that I can not make a payment. Why can I not make a payment when money is due? AUTOPAY IS TURNED ON ON THE WEBSITE WITH THE CORRECT BANK INFORMATION. Absolute scam just to be able to charge fees and I still can not make a payment.

  Business Response

  Date: 04/19/2023

  We requested the assistance of the servicer LoanCare in providing a response to your concerns. LoanCare provided the following detail of events and resolution:
  
  When the customer set up auto draft, it was effective April 01, 2023, not March. There was no payment received for the March 01, 2023, installment, so the auto draft did not initiate on April 01/2023. The account has to be in current standing for the auto draft to take place.
  
  LoanCare has waived the late fee charged on March 16, 2023, in the amount of $38.70. Due to the customer already paying the late fee, the customer agreed to have the late fee credit applied towards her principal balance. The credit posted to the account on April 13, 2023.  
  
  In addition, the servicer LoanCare will be updating the credit reporting of the loan to reflect no reporting in April for Marchs 2023 payment. The customer will be mailed a copy of the credit letter.
  
  LoanCare contacted the customer to provide the details above. In addition, an email was sent to the customer.
  

  Customer Answer

  Date: 04/20/2023

   
  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,
  
  *******************************