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:03/03/2023

  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 Servicing, LLC with drawn mortgage payment on 1/9/23 in the amount of $2916. They claim they never received payment. After sending multiple documents from **** of America of proof of payment, they still continue to claim they have not received payment and have not credited my account. I have exhausted all options, also called **** of America and they provided me with all the necessary documents that shows payment has gone through. Everyone I speak to cannot help me they just keep responding back saying that they don't have the payment. They reported this payment to my credit, ruining my credit for late payment, they've hit me with late fees because of this. Don't know what else to do with this matter.

  Business Response

  Date: 03/10/2023

  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. LoanCare contacted the borrower and confirmed her bank completed research on the payment in question. (see full response attached)

   

   

• Initial Complaint

  Date:03/01/2023

  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.

  In August of 2022, I inadvertently paid $922.05 instead of the normal payment of $992.05. It was a typo, but we kept getting notices without any explanation. When we finally reached someone at Lakeview/Loancare, the woman took the $70 payment over the phone to make up the difference and waived the fee since it was clearly a mistake. We found out months later that she NEVER fully processed the payment, and we were still being charged a late fee and the $70. They have made it impossible to get closure, and they keep sending late payment notices. We sent them an E-mail with a payment spreadsheet from our bank, Navy ********************* It shows all of the mortgage payments have been made.This could adversely affect our credit score, never mind the ongoing stress of trying to deal with them. They have many complaints, according to our research: ************************************************************************************ ********************************************************** The BBB has its own page of complaints:*******************************************************************************************************************************************************************

  Business Response

  Date: 03/10/2023

  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.

  (see full resolution response attached)

  Business Response

  Date: 07/18/2023

  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 response attached.)

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 19521714
  
  I am rejecting this response because:

  We did not appreciate their response, saying:  [Excerpt from Lakeview's/Loancare's letter dated 07/18/23] "There was no credit impact to this account. The borrower appreciated the contact and had no further questions."  This is NOT correct.  See reasons below:

  1.) The woman who took our $50 payment over the phone (after MONTHS of trying to contact them and find out about the error/fees) applied it to the wrong place, which led to more fees and stress.
  

  2.) There was an impact on the perception of our credit by ******************* when they saw all of the Lakeview/Loancare mortgage statements with the late fees (even after Lakeview/Loancare assured us that it was all fixed).  

  This has now happened twice.  How can we be sure this will not happen again?  We will need to provide their letter to ******************* and hope it appears as if it is legitimate/okay.

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

  Business Response

  Date: 07/18/2023

  A pleasant day to you, Lakeview Loan Servicing,LLC (Lakeview) is in receipt of your rebuttal. Please note we have responded to your concerns and continue to assist. LoanCare confirms that funds in the amount of $50.00 still remains unapplied to your account, please contact Tere Childers at LoanCare directly for assistance with this.
  
  LoanCare also confirmed that they waived the late charges assessed to your account, and verified that this matter had not affected their reporting of your payment activity to the credit agencies in a negative manner.
  
  Should **************** need anything further regarding this matter please contact Tere Childers the single point of contact in the *************** of the ******** at *****************************, Monday through Friday,8:00 a.m. to 5:00 p.m. Eastern Time.

• Initial Complaint

  Date:03/01/2023

  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.

  I called my mortgage company Lakeview, which is sub-serviced by **************** in September to see what options were available to me to avoid being delinquent on my mortgage due to being impacted by *****. I lost my Mother, Father, ***********, nephew, and uncle all in less than one year due to covid. I was originally told that I was approved to receive special covid relief assistance but later was told that I no longer qualified due to system errors. I was then told that my only option was to do a modification which I agreed to avoid being delinquent. The Modification process began, I received and signed the paperwork and mailed it back via certified mail. I called on Nov 1st to explain that I have not received any information and that I am trying to make my payment online but the system will not allow payment. I was told that payments cannot be made at this time due to the modification process. I was told by a rep with Lakeview that the modification paperwork has not been processed and as soon as it processes payment can resume. I called back on 11/07 and explained that I am still unable to make a payment due to modification paperwork processing. The Rep with Lakeview explained gratitude for my eagerness to make payments but assured me that my mortgage will not show delinquent nor will my personal credit be impacted due to their delay. I requested that the rep notate my account with the statement he provided me. On 12/05 I called and explained that I'm still unable to make payments. This time I requested to speak with the supervisor. The supervisor told me that I can make a payment with her over the phone and that's all we will need to do. I made a payment. The payment did not process due to my bank account. I called on 12/07 to make the payment it was processed successfully. The rep then stated that the modification and payment were successful and that my next payment will be possibly in Feb due to this modification. I called on Jan 1st to verify my account is in good standing I was told yes it was. I received my mortgage statement dated 1/10/23 which shows the amount due of ****** due on 03/01/2023 I received a Statement dated 2/02/23 That shows the amount due of ****** due on 3/01/23. I received a check from them on 01/21/23 in the amount of ***** This also gave me assurance that my mortgage is current and in good standing. Today, 02/28/23 I received a notice from **************** stating I am behind on my mortgage in the amount of ******** as of 12/01/2022. I immediately called to question this and I was told that they have received no payment since Dec and I am delinquent. Every rep I spoke with was not willing to assist me and only provided options for another modification.

  Business Response

  Date: 03/15/2023

  **Note: In December of 2022 **************** changed their payment vendors and during the conversion experienced post deployment issues. This caused the December 09, 2022 payment to post to the account twice in error**
  
  *12.14.22- **************** corrected the duplicate payment that was posted on December 09, 2022, which was returned due to an invalid account number, this was due to the payment system conversion.
  *12.17.22- A second attempt was made to process the payment that posted on December 9, 2022, however, the payment was returned
  *01/21/2023- The annual escrow analysis was completed with an effective date of March 01, 2023. There was a surplus ITAO $81.99. The payment remained $880.92.
  *02/22/23- FHA ******************************** completed the booking of the modification.
  
  At this time the loan reflects due for December 01, 2022, and is delinquent. The late fee that was assessed on February 22, 2023, in the amount of $19.40 is being waived. In addition, a credit dispute/suppression was submitted to ensure that no negative credit reporting occurred for the months of December 2022, January 2023, February 2023 and March 2023. (Please allow 30 days for the credit review to be completed) An email was sent to ******************** advising her of the above resolution. We will monitor the account until credit review is completed.
  
  03.13.23- ******************** spoke to a Loss Mitigation agent she advised that she will begin making payments this week. She also advised the agent that she was approved for a ***** to bring the account current.
  
  
  

• Initial Complaint

  Date:02/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We helped our daughter purchase a house in ******* ***** in 2020, financed through Lakeview Loan servicing with an escrow account. Our daughter passed away unexpectedly in July, 2022 and I have taken over the mortgage on the house. In March, 2022 we received a letter from Lakeview notifying us they have contracted **************** to provide servicing of the mortgage, and assured us "none of the terms or your mortgage have changed" For two years Lakeview/**************** mis-calculated the property taxes and in October 2022 we were notified there was an escrow shortage of $4275.77, I paid the shortage. On Jan. 21, 2023 we received an additional shortage notice of $495.29, I paid that as well. We received a letter on Dec. 5th 2022 from Lakeview/**************** stating our hazard insurance had expired. I thought they just hadn't paid it yet out of escrow. I am assuming because there wasn't any money in the escrow account they let our insurance lapse and blamed it on me. We received a threating letter on Jan. 05, 2023 from Lakeview/*************** stating they were going to purchase hazard insurance and charge me, I finally purchased insurance for $1656.00 to protect the house. On Jan. 23, 2023 we received yet another letter stating there was a lapse of coverage between 11/20/2022 and 01/19/2023 and they were going to charge us $270.00 if WE didn't show coverage during that time period. THEY were supposed to pay the insurance out of the escrow acct. On Feb 17, 2023 we received two more letters on the same day still threating us to charge us the $270 stated above.To date I have paid out $6697.06 because of their mistakes, and I don't appreciate the threating letters that keep coming.

  Business Response

  Date: 03/15/2023

  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 response attached)

   

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19511508
  
  I am rejecting this response because: They (Lakeview/****************) are charging me for nothing provided ($270.00 for lapse in insurance coverage) How can they charge me for nothing tangible?  In addition, they did not address the lack of paying the property taxes as filed in my original complaint which cost me ($4771.06).

  Please read the ENTIRE complaint and respond accordingly.
  
  Sincerely,
  
  *******************************

  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:02/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Withdrew monthly mortgage payment from bank account. After it cleared from my bank account they stated they never received it from their end. After sending them multiple proof of payments bank statements and letters from the bank they still are denying that they received payment. $3,000 magically disappears out of my account **** of America stated that Lakeview has received the payment... no one is owning up to it in Lakeview and I would like my money back. There are numerous complaints in regards to the same matter with other customers dealing with same type of issue.

  Business Response

  Date: 03/03/2023

  We were unable to locate an account under ***************************** with the contact information listed on this complaint. We attempted to reach out via email and telephone without success. 

• Initial Complaint

  Date:02/27/2023

  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.

  Today my wife Tried to log into our loancare account (Lakeview) to make our monthly house note, after unsuccessfully trying to log in a message stated that they were unable to verify your credentials. She called to ask for assistance and spoke with ******* a customer service agent who was arguementive and disrespectful after requesting a supervisor more than once she was transferred to the IT department. The tech support agent said we had filed chapter 7 bankruptcy that we would not be able to access our account. Our chapter 7 was discharged more than 2 years ago and my loan since has been refinanced by Lakeview Mortgage, LLC. We have been using the online loan service to schedule and make our house notes for the last 2 yrs without a problem. Our home is not not bankruptcy we have not made late payments this should not be an issue. After speaking to IT we were transferred to the bankruptcy ***** and spoke with **** who was very rude disrespectful argumentive and discrimitive and treated us as if we were in bankruptcy and delinquient we then said that this is enough and called back to speak with someone who was willing to take the time to assist us we spoke with **** who did everything he could do we changed our password and still unsuccessful he then asked if we would like to speak with his supervisor who was **** who took the block off our account and agreed that there should not have ever been a problem in the first place, again unsuccessful we were transferred back to the IT **** and spoke with ****** who said they would resolve the issue in 48 hours wait and then try again to make your house note. I called Lakeview Loan Servicing LLC regarding the rude, disrespectful, harassing and borderline discrimitive behavior and spoke with ***** who said she would escalate the problem and would be in touch tomorrow. We have always been respectful and polite with our mortgage company and never have we had an issue with them. After today my wife was very upset crying, this could of been avoided if Loancare would have been truthful and upfront instead they made us feel is if we were deliquent people. This is unacceptful and would like this matter to be corrected and be able to have total access to our loan online instead of calling in every month to speak with someone to pay our mortgage per **** in Bankruptcy. I am going to notify the *********************** and ************************** regarding the unprofessional, rude and discrimitive behavior. I would also like an apology from LoanCare for all the above.Thank You for assisting my family during this time, feel free to reach out anytime for questions, concerns.Respectfully,********************************

  Business Response

  Date: 03/21/2023

  The customers complaint concerns regarding account access was addressed and has been resolved. Mr. ***** was advised  (via  phone) and is satisfied.

  Customer Answer

  Date: 03/22/2023

   
  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. Thank you for reactivating our account so we can continue making our mortgage payments. Again thank you and have a great day.
  
  Sincerely,
  
  ***** and *******************************

• Initial Complaint

  Date:02/19/2023

  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.

  Im writing to question the supposed legal claim they make regarding escrow balances. They refused to provide legal documentation backing to their claims that Im not allowed to have a credit remain in my escrow account. They instead send me a check and then increase my monthly payment by almost $30 a month due to an escrow shortage. It would be short if you just kept my money in there. I dont believe theres any legality to their claim when other mortgage companies do not operate like this.I cannot find a legal ruling saying leaving a balance in the escrow account is illegal. In January 2023 they sent me a check from my escrow account in the amount of $171.46. Then this month I received a statement for my mortgage increasing my payment from $907.99 to $940.52. This is the first full year of the refi. I had this issue once before the refi and when I asked for written documentation pointing to the law they are claiming, they refused. Im to the point with this company where I will seek legal consultation if they cannot back up their claims with legal documentation citing a law saying keeping a balance in escrow is illegal. If my property taxes and homeowners insurance does not increase, theres no reason to increase my mortgage payment. I also am now questioning the legality of my refi where they did not have an appraisal done and claimed the value was 100% of the amount I was refinancing. I did not take any cash out. I probably should not be paying mortgage insurance at this point. But based on another complaint I read, they will give the runaround on that as well. My house appraised at $175,000 back in 2016. Im sure that number still held or increased, not WENT DOWN IN VALUE in 2020. I will gladly give the $171.46 back to my escrow in exchange if returning my monthly payment back to $907.99. I do not want to hear any excuse citing legality without WRITTEN DOCUMENTATION CITING A SPECIFIC LAW TO BACK IT UP.

  Business Response

  Date: 03/08/2023

  
  LoanCare reached out to **************** to explain the escrow account, as the customer believed the increase in payment was due to an escrow shortage.Instead, it is due to higher anticipated disbursements. Escrow payments are based on total annual disbursements divided by 12 plus 2 months of escrow cushion. (Refer to the initial account escrow account disclosure signed at closing)
  LoanCare confirmed there was an escrow surplus due to collecting 8 months of funds towards the **** Annual Guarantee Fee on the customers CD at closing (*this fee is shown in the mortgage insurance line on the CD, Section G, line 2 due to not having a **** Guarantee fee label on a line within the CD).
  Please note*however, that the homeowners property insurance had increased from $1,304.04 to $1,695.00, which is the root cause for her monthly **TI payment increase.

  The **** streamline assist is a unique product that requires the lender to submit the file to **** for approval, they will then return a commitment with any requirements and not until all the pre-closing requirements are satisfied can the lender close the loan.
  

  
  Per **** guidelines Page 6-6 is where the Streamlined Assist Refinance information starts, and the first bullet shows that an appraisal is not required unless they have received payment subsidy in terms of an appraisal requirement.  The maximum loan amount is the P/I (principal & interest) and any customary fees, with the *** (net tangible benefit) requirement of $50 P/I (principal and Interest) reduction required.  Specifically, this refinance had the ** payment decreased from $847.27 to $674.30 or $172.97. The **** issued a conditional commitment after they reviewed the file, and their approval had no requirement for an appraisal. (See conditional commitment).
  
  Regarding mortgage insurance, there is no mortgage insurance on a **** loan.  There is however an annual **** Guarantee Fee, refer to page 101, as it references the upfront **** Guarantee Fee of 1% for this program and an annual fee of .35%.  There is no LTV (Loan to Value) cutoff or requirement.  This fee is for the duration of the loan and is a set % of the *** (unpaid principal balance) annually.
  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19431460
  
  I am rejecting this response because:

  If Im not being charged mortgage insurance then why is $563.31 deducted for mortgage insurance out of my escrow? Please see the attachment.

  Also I was told on the phone the new escrow analysis was based on my home owners insurance that was received September 2022  Ive attached the math disproving that. They can go back to the recorded call and review it.  She failed to call my bluff that I would do the math plus she ignored my request to send me the copy of the regulation.  She told me to ****** it.  That is also in the recording. 

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

  Business Response

  Date: 03/17/2023

  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent rebuttal filed by ***************************** through the BBB stating she is rejecting the BBB response for the following reasons: 
  
  1.           ****************** is being charged
              In response to your account history reflecting a $563.31 mortgage insurance disbursement from your escrow account on 02/07/23. This is the **** Annual Guaranteed Fee. The servicer system does not have a label for the **** annual fee, so they label it under mortgage insurance.
  
  2.           Agent phone call experience related to the escrow statement and guidelines
              We apologize for your experience we escalated your concerns to the servicer as a coaching opportunity for the agent. We provided you with a copy of the regulations with our initial response. 
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19431460
  
  I am rejecting this response because: they are lying about providing documentation. They called me and told me to ****** the documation. They are ignoring the math I provided proofing they didnt calculate the rate correctly as well. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/18/2023

  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.

  Lakeview Loan Servicing is over escrowing my mortgage. My taxes and insurance is about $13,700 annually, which was roughly what I paid last year. According to their Escrow Analysis for 2023, they are charging me almost twice as much as what I would pay. For example, by the end of the year, I would have paid roughly $26,000 in escrow. I do not believe my taxes will double the amount. I called multiple times and each time I get transferred to someone who sounds like they know their material. They would proceed to tell me that it was going to be fixed. It's only been two months into the year and my escrow balance is already $6,000.

  Business Response

  Date: 02/22/2023

  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. (Detailed resolution letter attached)

• Initial Complaint

  Date:02/15/2023

  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.

  Loan number **********. Please review letter submitted to your portal on 1/24/23. Also, attached here.

  Business Response

  Date: 03/10/2023

  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.

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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 letter from the mortgage company stating my escrow was short $30.15 on December 20 2022 I then paid the shortage on December 27 2022 and verified with customer service through the chat feature that they had received it They are still trying to charge the escrow shortage and add it onto my payment, even though it is paid

  Business Response

  Date: 02/14/2023

  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. 

  We sincerely apologize for any delay and inconvenience this matter has caused. We notified Mr. ******* escalation team of this concern and requested they make contact with the borrower to assist. Contact was made with the borrower and detailed explanation was provided of this the borrower understood. Please see detailed resolution response attached.