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:03/31/2023

  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 have been trying to get LoanCare to respond to the state HAF since July 19, 2022. Every time I contact them I am told there is no direct number to their HAF department and that there has been no updates to the request. I have also been told that the request has been escalated. *********** HAF is trying to pay them but Lakeview appears to not be cooperating and they are trying to force me into a loan modification with them instead.

  Business Response

  Date: 04/11/2023

  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. ********************** 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)

  Lakeview will consider this concern resolved based on the actions from the servicer LoanCare. If you or the borrower have any additional questions regarding this matter, please contact LoanCare phone number ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19881143
  
  I am rejecting this response because: I am working with the state and Loancare has been aware of this since July 2022. They claimed to not force loan modification on their customers but I received a loan modification agreement to sign and notarize. I do not trust Loancare and until I receive an email from the ***** Homeowners Assistance Program themselves, I will not be satisfied with this response alone.
  
  Sincerely,
  
  ********************************************

  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. (See rebuttal response attached)

  Customer Answer

  Date: 05/05/2023

   
  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:03/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My primary dwelling is currently in foreclosure and scheduled to be auctioned on 4.4.2023. In the midst of this attempted theft, I requested my closing documents and it has been brought my attention that FRAUD has been committed. There are multiple signatures from people that were not present on the day of closing; including a notary signature and seal. I also did not receive any of the proper disclosures during closing or anytime afterwards. My closing documents were not clear and conspicuous and I entered into an uninformed Consumer Credit Transaction without proper knowledge. Please be advised that ******** ************** ************** and Lakeview Loan Servicing LLC have committed a federal crime. Lakeview Loan Servicing LLC has told the *********** that they are my attorney and this is FALSE. I have NEVER spoken with anyone at this company nor given anyone in their employment permission to represent me in any legal compacity. LAKEVIEW LOAN SERVICING ARE NOT MY POWER OF ATTORNEY! ************* and Lakeview Loan Servicing are attempting to steal my primary dwelling. They are severely impacting my livelihood and the livelihood of my dependents. They are infringing upon my constitutional rights as a natural person. They are attempting to steal my safe and private housing in the midst of a housing crisis. ************* and Lakeview Loan Servicing has posted my private information on auction.com and ever since I have been harassed constantly via texts, emails, phone calls, and strangers showing up to my home. I fear for my life, well being, and the safety and security of my dependents. I have sent notices of dispute and my affidavit of truth to ******** ************** ************** Lakeview Loan Servicing LLC, and **************************************; bringing to all of their attention the criminal act that has taken place to no avail. None of them have responded and my home is still currently listed for foreclosure.

  Business Response

  Date: 04/12/2023

  Please note additional information provided by ********************************** advised that the most current loss mitigation package was received on 09/30/2022. However the customer did not provide the missing documents requested. Therefore the loss mitigation request was closed out on 10/31/2022.
  
  The Foreclosure sale date of April 04, 2023 has been temporarily postponed.
  
  Enclosed is a loss mitigation application should the customer choose to apply for loss mitigation assistance.  
  
  On 02/03/2023, ************* acknowledged the customers cease and desist request. 
  
  On 02/16/2023, ************* responded to a prior customer complaint letter and provided a response containing 162 pages. (The package contains NPI and can be provided upon request)

  
  

• Initial Complaint

  Date:03/30/2023

  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.

  Escrow settlement was not received after loan was fully paid off. Check was sent out to the former house which was received and cashed by someone else. New address was updated with company months before loan paid off in full. A partial payment check was resent for $70. 00 which was received and cashed into my account on file. The remaining amount for over $2000 is still not out by Lakeview.

  Business Response

  Date: 04/13/2023

  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.

  Customer Answer

  Date: 04/14/2023

   
  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. Lakeview have reached out to me, attached is a copy of the email they sent. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/23/2023

  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.

  Lakeview **** Services foreclosed on a property at **********************************************************. They failed to properly secured the property, and the property is attempting to be taken over by a criminal element. I have attempted to contact the **** Servicer and their Attorney of record on the foreclosure ********************************* at ************. Id like them to properly secure this property. In accordance with the regulations of the ***************!

  Business Response

  Date: 04/03/2023

  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.
  *3/23/2023 Non-Borrower filed BBB complaint regarding property preservation.
  *3/23/2023 - Lakeview reached out to the servicer.
  We sincerely apologize for any inconvenience this matter has caused. This complaint was not filed by a customer and as such we are unable to provide any information regarding the status of the property. In this instance the neighbor who is concerned with squatters may file a police report to assist.
  Lakeview will consider this concern resolved based on the information provided to make contact with the police department regarding squatter.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19639270
  
  I am rejecting this response because: I am not expecting this Company to give me any information on the property. I have that from Public Records. And no Im not a customer, but this Company has a duty to the Community to have sound business practices, Especially when they are doing business in the **************** I expect them to tell their Attorney ********************************* to finish the cash and secure the property.I expect them to follow the laws of the *************** and secure this building. As this Company well knows that the Police cannot remove anyone without direction from the Owner. Which is this Bank! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2023

  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.
  
  *4/03/2023 ********************** responded to the BBB complaint regarding property preservation.
  *4/05/2023 Rebuttal received and response sent.
  
  We regret to hear of this concern. However, there is nothing further Lakeview can do as we are unable to secure a property at this time since it is actually still occupied as per our property preservation department. In this instance the neighbor who is concerned with squatters may file a police report to assist.
  
  Lakeview will consider this concern resolved based on the information provided to make contact with the police department regarding squatter.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19639270
  
  I am rejecting this response because:

  the property has not always been occupied. It JUST became occupied about 3 weeks ago and I contacted your attorney  ********************************* as soon as I noticed it. You need to start the eviction proceedings and remove this element from our neighborhood. You have an attorney in ******* thats representing you. Make him do some work or hire another one. 
  

  AGAIN Im not the owner. I wish I was because there would not be a problem. The police cannot remove them. They have been called and has shown a lease. Who is the individual renting out this home. Is is your company? Is it your attorney? Is it your preservation agent or Realtor? Fire all of them because theyve done a **** poor job. 

  heck if its the daughter of the dead owners *** her behind for fraud. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/21/2023

  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 switched to Lakeview loan servicing. After reading about the company Im extremely scared of dealing with a dishonest lender. Please advise.

  Business Response

  Date: 03/30/2023

  The customer's complaint expressed their fear of doing business with lakeview because of what they have read. we reach out to the customer twice in an attempt to reassure them that their concerns we're valid and explain the sub-servicing process.

  We did not receive a response. 

• Initial Complaint

  Date:03/17/2023

  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 moved into my new house on 11/11/2021. In the year 2022, I received a letter stating that they miscalculated my escrow and raised my mortgage. Fast forward to 2023, I just received another letter that they again, miscalculated my escrow by $3000+ dollars and raised my mortgage another $250 per month. There is no way that my taxes nor homeowners insurance have raised that much in 1 year. I have spoken to another local resident that deals with Lakeview and they just received a letter stating their mortgage has gone ** for the same reason. In my opinion, this does not seem like it can be accurate as it is happening to multiple people from the same mortgage lender.

  Business Response

  Date: 03/29/2023

  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)

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased our current home back in November of 2020, and apparently the Homestead deduction was never processed, in order to limit the yearly property tax bill, associated with the home. My wife and I have a mortgage through Lakeview LLC services by Loancare for our home and recently due to the discrepancy with our property tax assessment, our mortgage went up about $1200/month, from what we had previously been paying, which we cannot afford.So we contacted the county tax assessor to reach a resolution. By submitting the Homestead deduction and we received a refund from the county, due to the overpayments disbursed from our escrow account by the mortgage company, in order to satisfy the property tax bills on our home.On February 27th, we contacted Lakeview LLC (serviced by Loancare) in order to have our escrow account analyzed and our mortgage payment reconciled, due to the tax discrepancy. I submitted the documentation directly via the website, per the phone rep's ********* Two docs were submitted one reflecting the approval of the Homestead deduction and the other reflecting the refund of the overpayments.Two weeks later, on March 13, 2023, I reached out the the mortgage company again, to inquire on any update and I received nothing definitive that explained why this yet to be processed. So I requested an escalation of my case and confirmed the ticket number with another phone rep, while on this phone call, but I have yet to receive any contact via phone or email.My wife and I cannot continue to pay an extra $1200/ month. This needs to be resolved as soon as possible.

  Business Response

  Date: 03/29/2023

  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)

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 2021 and Feb 2022 Lakeview/**************** my mortgage lender paid my property taxes late. My taxes are to be paid out of my escrow account. I received a bill from the county charging me penalties/late fees. I paid them. I have contacted **************** on several occasions and they have yet to refund me or credit my account. It has been almost a year. Since I originally contacted them. I have spoke to them via phone, mailed letter, correspondence through their online chat and sent several emails to different departments they tell me to contact. No one responds. I have attached a copy of the bill from the county and the receipt of payment.

  Business Response

  Date: 03/24/2023

  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. (Please see resolution response attached)

   

• Initial Complaint

  Date:03/08/2023

  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 am a disabled veteran that has a VA loan with Lakeview in *****, **. On numerous occasions I have had trouble processing payments with this company online. Often after a forbearance due to Covid or a disaster declaration (we survived the Camp Fire in 2018 and were not occupying the home at the time).While in forbearance their system does not allow you to make payments online because it considers you "late". It also does not allow you to resume automatic payments if you make an additional payment to close to the due date for the next month (even over 30 days prior to the next payment). They fail to tell you if a payment didn't go through, then they cancel your remaining automatic payments.As a disabled veteran, I have had many medical treatments in the several years, not to mention Covid 19, surviving the disaster of the Camp Fire near ******** **, and evading a mass shooter at the ******************* Festival soon after that. I set up automatic payments so that I will not miss them when I am ill or in mental health treatment for PTSD. Their system is antiquated and they have terrible customer service refusing to fix the late reports on my credit report, even when their computer system is at fault for not taking my payment, even when I log in to make it. I've had no issues like this with any of other loan companies. I feel there are some issues with the fair credit reporting act here. They are trying to circumvent these new laws and force customers into default by making them late in paying their mortgages.

  Business Response

  Date: 03/24/2023

  ****************** complaint was previous researched and resolved from a complaint filed with the **** last October. Per the recent BBB complaint, an updated review was performed and the facts remain the same. (see attachments)

• Initial Complaint

  Date:03/07/2023

  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.

  Regarding Flood policy On 01/05/2023 I signed into my mortgage account with **********************. At that time I saw that the flood insurance had not been paid from the escrow.I called the company who covers the flood insurance Nationwide ******** *************** LLC and spoke with the front desk. The front desk said they would transfer me to my agent ***** because it looked like there was a problem. I was transferred to ***** at Nationwide ******** Insurance who said she would handle. She tried to update then said it was too late to pay at the previous rate. She said the policy had expired the day before. She stated that she has emailed me and that she has called me. I told ***** I had not received anything and asked her what email she had for me. She then stated -- oh I don't have an email or telephone number for you. I then gave ***** my email and telephone number. I was then quoted a price greater than three times the amount of my previous payment. I told her I would call her back which I did and left a message for her to return call. I called the mortgage company who said they had submitted a request from the agent multiple times and had not received an invoice. ***** sent an email with a copy of billing notice dated October 2022 for $649 which she said had been sent. I didn't receive bill and I probably would have ignore bill if I received because second page of notice regarding premium notice states "If you have already submitted or if your mortgage lender pays your policy premium from an escrow account, please disregard this notice." I then reached out to Lakeview who said they didn't have anything. I called ***** at Nationwide ********** office and merge the calls questioning both on why my insurance wasn't paid. I have told them both at this time from my prospective this looks shady I questioned the integrity. ***** quote a price of $1947 and asked if I wanted to pay. I thought I would, but then realized the financial burden was not mine. My loan payments should cover the charges and I didn't not cancel my policy. My policy was cancelled due to Lakeview not making a payment. I asked ***** with Nationwide to send me the information which she sent via email. Of course I did not make payment because my escrow is to pay. Asked ***** if she could have *********************** return my call. On 1/9/2023 *********************** with Nationwide returned my call. ******************** said my flood information was entered into the required system. I believe he said it was mymortgage.com as required and that Lakeview didn't make payment. Insurance was not paid by Lakeview so I do not have coverage that my escrow with Lakeview should have paid before 12/5/2022. I had called Lakeview on 1/9/2023 and spoke to ********* who stated that Lakeview would pay the bill when received. The problems are: My mortgage payment increased in 2022. The reason stated by the Lakeview was to cover taxes and insurance. My flood insurance in 2021 was $563. The copy of notice sent to me that was due 12/5/2022 was $649. The new figure (after Lakeview didn't pay) is greater than $1900 That would be a cost greater than $35,000 for the remainder of the loan. If I live to be 100 (my grandmother was 97 when she passed) that would cost me greater than $65,000 (sent all this information to Lakeview on 1/15/2023) I still have not received satisfying solution. I received a letter saying I must have flood insurance. I would have flood insurance if they had paid the bill and have checked escrow account this month and they still haven't paid flood insurance. I have continued to make regular principal, interest and escrow payments based on the original amounts prior to their mistakes. They have attempted to refund the escrow amounts to coverup their negligence but I haven't cashed any of the checks. I have received quotes today and the flood insurance continues to go up ($2340). Lakeview needs to find a solution that requires no financial burden to me.

  Business Response

  Date: 03/29/2023

  In Summary:          
  The servicer LoanCare attempted to obtain evidence of flood insurance renewal from both the carrier and the agent. However, they were unsuccessful in obtaining a copy of the flood renewal. As a result, the borrowers flood policy was not renewed causing it to be cancelled for non-payment as of 12/05/2022. The policy needs to be rewritten but will incur a higher premium as a result. On 03/15/2023 and the automated system confirmed the flood policy expired on 12/05/2022. A call to the agent also confirmed the premium of $649.00 was received.  However, the policy had already been cancelled and could not be renewed. The agent confirmed that a refund of $649.00 was issued directly to the borrower. The borrower may send these funds to be applied towards the escrow account to offset the escrow disbursement. A Lender placed policy notice was sent to the borrower on 03/16/2023.  No Assurant error was found. Multiple attempts were made to obtain the flood renewal. Also, the customer was sent letters requesting a copy of the flood insurance and due to the lack of response the policy cancelled. As of today, the customer has not provided evidence of flood insurance. Therefore, failure to provide proof of coverage could result in the servicer purchasing coverage to protect their rights in the property.
  
  03/21/2023 LoanCare spoke to borrower and was advised that her request for LoanCare to pay for the increased flood insurance premium for the life of the loan is denied. ******** further explained to ************ that there was no error,******** made multiple attempts to obtain the policy renewal information with no success. LoanCare cannot pay the premium without the renewal information.
  
  03/27/2023-LoanCare called the agent at ************ the agent confirmed that LoanCare was not listed as the lender. The lender listed was Geneva. The agent confirmed there was a note on the account from 11/28/2022 that a request was submitted to American Bankers to update the mortgagee clause and the policy details were requested. The agent provided a screenshot of the notes. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19548601
  
  I am rejecting this response because:
  
  My insurance is paid from escrow by the mortgage servicer (LoanCare) and I have consistently made timely principal, interest, and escrow payments. 
  By LoanCares own admission , they did not notify that their automated system had failed to pay flood insurance in a timely manner and had allowed the insurance to expire on the property.
  
  As soon as I was notified I attempted to negotiate with LoanCare on a reasonable solution for the company to pay the difference that was proposed for a new excessive premium versus my previous policy that I had for many years without any issue.
  
  Ultimately LoanCare is responsible for timely payments from escrow and has utterly failed to address their negligence in managing this account. I have submitted this complaint to the **** to further investigate this issue, as LoanCare should competently manage escrow accountsespecially when the escrow is a forced requirement by the mortgager to ensure timely payment of insurance.
  
  I will not accept excessive costs to rectify their mistakes and will pursue all available options to address their negligence and lack of attention to this matter.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/06/2023

  Per company's own admission, they were negligent in servicing of this account by improperly managing the escrow.
  I have faithfully paid my principal , interest , and escrow payments for the duration of the loan , while ********'s automated system failed to pay flood insurance in a timely manner. Per their own response letter, they took responsibility of a loan that had flood insurance in 2021 and did not notify me of any issues with their payment system until 2023. I have not received any reimbursed funds related to this matter.
  LoanCare is responsible for escrow management and i am responsible for making timely payments to LoanCare. I have no interest in discussing this as a matter of fairness as this is purely a matter of professional negligence on the part of LoanCare. 
  LoanCare should fulfill it's proper obligation to ensure timely payment of insurance. If i were to agree to an increased premium due to their failed systems i could easily be caught in a continuous escalation of premium costs as there is absolutely no evidence that LoanCare has taken and admission of responsibility for their failures. 
  I will take every possible avenue to protect my financial interests and will never accept additional costs due to the negligent actions of this business. 
  Sincerely,
  
  *******************

  Business Response

  Date: 04/21/2023

  On 03/21/2023, ************************** Liaison Officer spoke with ************ on her and advised her that her request for LoanCare to pay for the increased flood insurance premium for life of the loan was denied. The LoanCare Liaison Officer further explained to ************ that there was no error by LoanCares Hazard Team and that they had made multiple attempts to obtain the policy renewal information but did not have any success. LoanCare cannot pay the premium without the renewal information. ************ did not agree with this resolution.
  
  On 04/17/2023, LoanCare issued the first LPI letter to notify the customer that they would need to provide proof of flood coverage for the period between 12/05/2022 through 12/05/2023. The second LPI letter will be mailed within 45 days to notify the customer of the possible forced placed coverage amount.