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.

close

Find a Location

Lakeview Loan Servicing, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/12/2025

  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.

  Two Lakeview Loancare employees have given false or incomplete information. I was given a new mortgage bill for May that was about $600 more. I called to inquire about the increase and it was explained their was an escrow shortage and an increase in escrow. I inquired on how to lower my bill for May and the Lakeview employee shared I could apply for a 48 month escrow plan. We spent a hour talking about this plan and she suggested I call back in 5-7 days for an update. I called back as she suggested and inquired about the 48 month escrow plan. The new Lakeview employee shared the application was denied for 48 months and approved for 24 months; that Lakeview only approves these types of plans up to 24, so my escrow was decreased based on a 24 month plan. My complaint here is why did the first Lakeview employee say that instead of build up the 48 month plan. I asked for more options, because I'm still not able to make the payment and she transferred me to another department. This new Lakeview Employee went over different new payment options and shared that because I submitted my new home insurance before the end of the May payment window, that Lakeview would most definitely lower my bill for May by May 12th at the latest. She shared that as soon as the new escrow analysis was updated, it'll take effect for that month's payment. She was supposed to cancel my autopay and suggested I not make my May bill payment until I see the lowered bill so that Lakeview wouldn't have to go through a refund process. She advised I call back on May 12th to get a status update on my lowered payment for May. I called back on May 11th and the Lakeview Employee shared that it was falsely shared that my payment would be lowered for May and my payment could only be lowered for the July payment. Lakeview employees gave the false/incomplete information and offer "apologies" rather than ways to amend their company employees errors.

  Business Response

  Date: 05/28/2025

  Lakeview Loan Servicing, LLC (Lakeview)is in receipt of the recent concern (and/or request) filed by ******* ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan,however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly
  summarized below.

  LoanCares escalation team conducted a detailed investigation regarding your recent interactions with their representatives. Research confirmed that you were provided with inaccurate information regarding the updated escrow analysis, which includes the new insurance premium, and is set to take effect in July 2025. ******** apologize for the actions of their representative and have conducted the necessary coaching.
  
  ******** completed an annual escrow analysis in March 2025, and the Annual Escrow Account Disclosure Statement dated March 20, 2025, was sent, detailing the review period of May 2024 through April 2025, reflecting an escrow shortage of $4,414.65. Please note that by default, ******** spreads the escrow shortage over a 12-month period. Below is the breakdown of the monthly mortgage payment (with the 12-month spread) totaling $2,186.11, effective May 1, 2025.
  Principal and Interest: $937.82
  *************************** $63.41 monthly
  County Tax: $418.86 monthly /$5,026.34 annually
  Water Tax: $205.55 monthly /$2,466.58 annually
  Insurance: $192.58 monthly /$2,311.00 annually
  Total Escrow payment: $880.40
  Shortage repayment: $367.89
  
  April 22, 2025, on a phone call with LoanCare you discussed your escrow shortage and options for lowering your monthly payments. Options also discussed to include shopping for lower hazard insurance and reaching out to your tax assessors of for tax exemptions if applicable. In an effort to assist with the monthly payments, ******** informed you that they would request an escrow 

  spread of 48 months,this request was submitted however, your loan was instead approved for a 24-month spread. Each request is reviewed and approved on a case-by-case basis.
  
  ******** received payment requests for two insurance policies as stated in their response letter of which both were paid. The renewal for your hazard insurance was received,dated April 22, 2025, from ************************** effective from May *******, to May 28, 2026, with a premium amount of $2,800.00. The premium amount was disbursed on May 12, 2025. ******** also received a new House and ****************** Declaration, dated April 23, 2025, effective from May 29, 2025, to May 29, 2026, with a premium amount of $1,613.00. This premium amount was disbursed on May 13, 2025. ******** sent out a detailed letter advising you of these premium payments and the next steps to prevent your escrow account from being deficient. If you have not already done so, ******** advises you to cancel the insurance policy that you no longer wish to maintain.Should you receive a refund from the insurance company, you may utilize those funds to help remit any shortage in your escrow account.
  
  Due to the mid-term insurance changes occurring in May 2025, a 30-day period is required to update and process the information to adjust the escrow account. Unfortunately, the request to move the effective date to May 2025 cannot be accommodated, and the original effective date of July 1, 2025, will remain. ******** regrets any confusion caused by the miscommunication regarding the effective date of the new payment.
  
  LoanCare completed a new escrow analysis on May 19, 2025, showing an escrow shortage in the amount of $6,279.51, which will be spread over a 22-month period. Effective July 1, 2025, your new monthly mortgage payment will be $2,045.49. Please see the monthly payment breakdown below:
  *************************** $63.41 monthly
  County Tax: $418.86 monthly /$5,026.34 annually
  Water Tax: $205.55 monthly /$2,466.58 annually
  Insurance: $134.42 monthly /$1,613.00 annually
  Total Escrow payment: $822.24
  Shortage repayment: $285.43
  
  As of the date of this letter, your loan is due for the payment of June 1, 2025, payment.LoanCares records indicate they received your May 2025 payment via our online portal, as you have requested to suspend the automatic draft until further notice.
  
  If you are experiencing financial hardship and need assistance you may apply for mortgage assistance to see what options would be available to you based on your financial situation. Please contact the servicer directly at ************** to discuss the process with a ******** representative. They are available Monday through Friday, 8:00 a.m. to 9:00 p.m., and Saturday, 8:00 a.m. to 3:00 p.m.Eastern Time.
  
  While reviewing your concerns, LoanCare noticed that your mailing address on the correspondence received differs from that listed in their system. Should you wish to update the address in their system, you may do so by calling ************** or by visiting the LoanCare website.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact **************** of the Customer at *****************************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23320773
  
  I am rejecting this response because: I have it on recording from ******** employees that my 24 month escrow spread was changed to a 22 month spread with no explanation. I also have it on recording that, the escrow analysis completed on May 8, 2025 changed my mortgage payment to about $1900 because of the new insurance policy. I also have it on recording that I was given false information for how to cancel my insurance policy which is why TWO insurance payments were made from my escrow account. I notified ********************** on April ******* and Lakeview insurance department verified having received my new policy on April 27, 2025 via email. When I called to confirm if any additional steps needed to be taken, I was told no because the new insurance policy is already uploaded which is why an escrow analysis was completed on May 8, 2025. When I called the insurance department to learn why a second insurance payment was sent for a cancelled policy, they stated that I was given false information again and needed to personally call the insurance department to cancel the disbursement for May 2025. When I spoke with the escalation department after that, I learned that my escrow spread was also unknowing changed from 24 months to 22 months and an additional escrow analysis was completed for May 20, 2025 which increased my payment from the escrow analysis done on May 8, 2025 for about $1918 to the new payment of about $2045. The Lakeview employee in the escrow department stated that he wasnt sure why a 4th escrow analysis was done to increase my payment and would investigate the situation. The customer service department, I have on recording, shared a 4th escrow analysis was completed because the insurance department requested it. I called the insurance department and they stated that too was false information, that they do not submit requests for escrow analysis. Lakeview has made significant mistakes and provided at every turn false information. The representative assigned to my case made me out to be a liar for stating I was given multiple false accounts and expect ********************** to make these errors right. I have he document for the May 8, 2025 payment that accurately reflected my new insurance premium. It is still unclear why the escrow spread was changed from 24 months to 22 months and it is still unclear who requested a 4th escrow analysis to be completed on May 20, 2025. My financial hardship is again because of the false and incomplete customer service information provided by ********************** employees. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/09/2025

  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves.  Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans.   In this instance, LoanCare is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare.  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible. 

  Business Response

  Date: 06/09/2025

  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves.  Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans.   In this instance, LoanCare is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare.  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible. 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23320773
  
  I respectfully reject Lakeviews request for additional time, as I have already made every reasonable attempt to resolve these issues directly with both Lakeview and LoanCare. Unfortunately, I have received inconsistent, incomplete, and at times misleading information throughout this process.
  I have repeatedly asked for clarification regarding the fourth escrow analysis conducted for 2025, only to be told by ******** representatives that they do not know who approved it or why it occurred. Despite my efforts, I have been given the runaround, with each party shifting blame rather than providing meaningful answers.
  Lakeview initially acknowledged a technical issue on LoanCares end that was preventing them from reaching me, stating that a ticket had been submitted to LoanCares IT department. However, after I sought legal counsel, the narrative changedLakeview then stated the communication issue was on my end. This is a clear contradiction.
  Contrary to ********* claims, I have received no direct outreach offering resolution options. I have ensured access to both email and phone, yet I have had to learn of potential resolution options through my legal counsel and real estate professionalsnot through any formal or transparent communication from Lakeview or LoanCare.
  Additionally, ******** has failed to explain why they initially stated that only three escrow analyses had been performed when there were in fact four for the 2025 year. When I addressed this, the representative assigned to my case essentially accused me of providing false information. Furthermore, ******** withheld critical information regarding how to avoid double insurance paymentssuch as the option to submit a cancellation letter and notify the insurance departmentwhich led directly to an unnecessary increase in my escrow account and mortgage payment between the third and fourth analyses.
  These ongoing miscommunications and omissions have created significant financial and emotional distress. I now understand, through legal counsel, that several of these actions and inactions may constitute violations under the *********** Settlement Procedures Act (RESPA).
  Given the history of delayed and inaccurate responses, shifting blame, and lack of transparency, I do not agree to further delays. I expect a complete and accurate response that directly addresses the concerns outlined above without deflection. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/17/2025

  Lakeview Loan Servicing, LLC (Lakeview)is in receipt of the recent concern (and/or request) filed by ******* ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** contracts with various sub servicers for all administration handling of our mortgage loans. ********* escalation team was notified to provide assistance and resolution to the borrower. Lakeview apologizes for any challenges the customer may have experienced with LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly
  summarized below.
  As required by the *********** Settlement Procedures Act (RESPA), ******** completes a scheduled escrow analysis each year. As scheduled, ******** conducted the annual escrow analysis in March 2025. On April *******, ******** received hazard insurance renewal from ************************** effective from May 28, 2025, to May *******, with a premium amount of $2,800.00. The premium amount was disbursed on May 12, 2025. ******** also received a new House and ****************** Declaration,dated April 23, 2025, effective from May 29, 2025, to May 29, 2026, with a premium amount of $1,613.00. This premium amount was disbursed on May 13, 2025.
  
  LoanCares escalation team reviewed your complaint, and their records indicate they inadvertently issued a payment of $2,800 to *************************** for the policy period of May 28, 2025, to May 28, 2026. Due to the mid-term insurance changes occurring in May 2025, a 30-day period is required to update and process the information to adjust the escrow account. Again, we apologize that the ******** agent did not advise that there is a 30-day processing period when updating new insurance information and how the escrow account is managed.
  
  Out-of-Cycle Analysis: LoanCare will conduct an out-of-cycle analysis whenever a change to an escrow line item is made to ensure the account is correctly funded. ******** explained the reason an out-of-term escrow analysis was completed on May ****** due to the disbursement of the new hazard insurance amount for $1,613.00 and removing the previous hazard insurance.
  
  During your recent conversation with ********, the agent explained that once you receive the insurance refund check from the insurance company, that check needs to be sent to ******** to be applied to your current escrow shortage.
  
  On June 6th,2025 LoanCare confirmed that you contacted their escalation team who addressed your escrow account concerns and the cushion requirements. As previously mentioned, ******** obtain approval for a 24- month escrow spread to assist with the shortage. During the conversation you discussed the option to remove your escrow account, and the expectations were addressed. ******** advised that once your escrow account is current with a positive balance, they can request to have the loan reviewed for escrow account removal. Note that escrow removal is not guaranteed, and once ******** completes their review, a letter of determination will be sent to you within five (5) business days.
  
  Again, we apologize for any inconvenience you have experienced with the servicer LoanCare. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact **************** of the Customer.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23320773
  
  
  I appreciate the written confirmation that the shortage on my account simply needs to be brought to a positive balance. However, I want it clearly noted and submitted in writing to the Better Business Bureau that Loancare initially advised me to pay the full shortage in order to remove the escrow account.
  To date, Loancare has not addressed how they intend to amend the situation caused by their employees' guidance. I am rejecting the current response because it fails to explain two critical issues:
  Who authorized a 4th escrow analysis and why it was necessary, especially after I had already been told that my July 1st payment would reflect the outcome of the 3rd analysis completed on May 8, 2025.
  

  Why I was not properly advised to place a stop payment on the $2,800 **************** premium, which would have prevented the 30-day processing delay and resulting double payment. This led to an unjustified increase in my mortgage payment from $1,918 to $2,046.
  

  While I was advised to return the refund check to my escrow account, Loancare has yet to acknowledge that I am in this position solely due to their incomplete and misleading guidance. Whether intentional or not, this is a violation of RESPA, as the failure to provide critical information directly and negatively impacted my account.
  Additionally, Lakeview/Loancare continues to generally explain the escrow analysis process instead of addressing the specific question I have asked multiple times: Why was a 4th escrow analysis completed?
  
  I was initially told it was part of an annual review that was proven false.
  Then I was told it was requested by the insurance department this was also confirmed to be false.
  I submitted this question to the escrow department nearly a week ago and was told to expect a response within 57 business days. As of today, I have received no answer.
  The increase in my July mortgage payment is the direct result of Loancares inaccurate and incomplete guidance. Had I received clear and complete information including timelines and procedures for canceling or updating policies the payment would have aligned with the 3rd escrow analysis dated May 8, 2025.
  I am once again requesting:
  

  A full explanation of why the 3rd escrow analysis was archived. 
  
  A clear answer on who authorized the 4th escrow analysis, and for what reason.

  Lastly, a comprehensive explanation of anything else I need to know or consider in order to proceed with removing my escrow account.
  

  These are items I have been requesting from both Loancare and Lakeview for almost a week now, and I am still waiting for a proper response.

• Initial Complaint

  Date:05/09/2025

  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.

  When my home mortgage was changed to Mr ****** by Lakeview 3 years ago, the bank that had handled it up to that point told me that the new company was having problems with payments. Sure enough, they were. I could not get a person on the phone to pay, because the answering bot does not recognize my address The one on the loan... Which was an ongoing problem. And I was working overseas for 2 months, so unable to check my mail. I was eventually able to get it sorted, but my excellent credit was damaged by a missed payment. I have not missed a payment since, and have been paying the loan off ahead of schedule. They finally changed their answering bot to let me through to a person (without first providing them an address that the robot doesnt recognize), and that person informed me today that they do not remove correct items from my credit, even though it was because I was trying to pay them but literally couldnt give them my money. Like, I had it, but couldnt find a person to give it to. Most interestingly, **** told me that because Mr ****** was having growth-caused problems with all the loans they were buying off, they were forgiving late payments.

  Business Response

  Date: 05/21/2025

  The servicer Mr. ****** responded to the customer's concerns. See enclosed response letters. Due to the file size,  Mr. ****** emailed the enclosures to the  customer under separate cover. 

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for a year to reach a live person at Mr. ******* Lakeview Loan to discuss why my loan payment went up and my escrow keeps changing even though the only thing covered by the escrow account is mortgage insurance, which hasn't changed. I can't get beyond the robo phone answering service to talk to a live person. I call Mr. ****** and I'm told by the robot that I called the wrong number and should call Mr. ****** (??) I call Lakeview and I get the same robot and the same answer. I try selecting the options offered by the robot and get nowhere. My loan is being held hostage and I can't get any info about it. I just want to talk to a real live person and get an explanation of what is going on. If they are overcharging me for the escrow, I want my money back and have my monthly payment returned to where it should be.

  Business Response

  Date: 05/19/2025

  Mr. ****** provided a resolution response to the customer including enclosures. 

  Customer Answer

  Date: 05/20/2025

   
  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:04/25/2025

  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.

  Lakeview company has been holding impound money in excess of allowable amount for 6 months. Has assessed our property taxes at a number TWICE as much as what they actually are. I have called at least 6 times and get told they are working on it. They clearly know the correct property tax bill because they paid the correct amount on the last 2 payments, so there is no reason for them to be collecting 2x as much in our impound account. 6 months of waiting for resolution- no one seems to know what they are doing and early calls included representatives making false statements. Our current tax bill is $5727.34 annually- Lakeview has paid $2863.67 in November 2024 and again in February 2025 proving they have the tax bill and KNOW the amount. However they sent recent prop tax analysis showing more than double what our actual bill is. They continue to take too much money on our impounds and are holding excess funds in escrow account that far exceed the ferroalloy allowed amounts. Dragging their feet is starting to feel fraudulent. **** and supervisors just talk and make empty promises- no action. We want our mortgage payment properly adjusted and for them to give us back our money they are holding in excess in the impound.

  Business Response

  Date: 05/09/2025

  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within ********. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible

  Business Response

  Date: 05/09/2025

  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible

  Business Response

  Date: 05/14/2025

  Please find enclosed a copy of the resolution response and enclosures. 

  Customer Answer

  Date: 05/16/2025

   
  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:04/23/2025

  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 paid property taxes on a property that they are not the loan holder for; nor is it a property in my name. They have made this error 2 years in a row. I am a disabled veteran and therefore do not pay property taxes. The documentation has been filed several times with Lakeview Loan Servicing and they still continue to pay property taxes on a property in which they have no affiliation. I have been attempting to get this resolved since March of 2024 and there has been no resolve. I contacted my county tax accessor's office and got the information needed for them to resolve the matter. I call continuously but there is never any new information. I have tried tirelessly but I am at a loss and don't know what else to do because this does not seem to be a priority. They have stated they do not know where the funds are located and have made no effort to contact the county to try to track down the funds paid to the wrong company. The county tax clerk has also stated she has not received a phone call or email; although I have given them a number and email to reach out to her.

  Business Response

  Date: 05/07/2025

  The servicer ******** provided the enclosed resolution response to the customer's concerns. 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23242972
  
  I am rejecting this response because:  The company is not taking accountability for their actions.  This situation has taken way too long to resolve.  I am aware of the error and I have given them ample time to figure it out.  The company failed to verify my documentation on filed that stated I was a disabled veteran and therefore exempt from the property taxes.  The company paid the taxes for a mortgage in which they are not the legal mortgage holder; nor is it my legal address, nor does it have my name assigned to the property.  The county tax office stated they spoke with the company once and explained what had to be done to fix the error but they never received the documentation needed to reverse the error.  The error cannot be reversed due to the time constraints.  What needs to happen is the company needs to accept responsibility and accountability for their error.  I intentionally anticipated my payment every month in hopes that the error would be fixed and my escrow would be fixed.  As a result I have late fees that have occurred.  I would like for them to be erased and a new escrow analysis completed so that I may continue with my new normal mortgage payment.  Thank you in advance for your consideration in this matter.  .  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/13/2025

  The subservicer ******** responded to the customer's rebuttal. See enclosed rebuttal response letter and email. 

  Customer Answer

  Date: 06/12/2025

  Good afternoon,

  I am writing to discuss the non-resolution of my complaint with LoanCare.  I have attached documents that contain email conversations with myself, LoanCare and the County Tax representative which they referred to in their response.  I understand what has happened as well as the tax assessor's office; but LoanCare is consistently attempting to place their negligence on someone else instead of having integrity and owning their mistake.  I also understand that the money that was sent to the wrong property address has passed the deadline to get refunded to me.  ************ has made this error more than once and as a result it has caused me mental distress for the last 2 years.  I asked for it to be escalated several times but there is never a call in reference to a solution only requesting a payment or the late fees.  I have inquired late fees because I originally had a plan in place.  It was when I called to check on the plan that was ending that the agent and I discovered what was happening.  That began this goose ***** in Mar of 2023.  I was waiting on a solution to the situation so a correct escrow analysis could be performed and I could get my account balanced once and for all but this never happened.  As a result I have been making my payments but also hoping that the escrow would balance the monies returned but this did not happen.  I do not feel that I should have to pay for these late fees because I was waiting on this company to figure out where these funds went which they did not.  I have not missed a payment but they have still applied late charges meanwhile I am and have been waiting on them to fix the mess they created.  I understand I cannot recover these funds.  I have placed a block on the account at the tax assessor's office so this does not happen again; but I do not feel that it is right for this company to just walk away as if this never happened,  I am a 100% disabled Vet who fought for this country in **** twice and *********** once and this is what I get as a result.  They need to take accountability and apolgize and at least remove half of these late charges due to their error and the unbalnaced escrow that they created.  Thank you for your consideration.  

  Customer Answer

  Date: 06/13/2025

  Good afternoon,

  I do not see the response from the other party.  I can only see the information I submitted.  Please advise thank you.

  Customer Answer

  Date: 06/19/2025

  Good afternoon,

  I sent an email a few days ago explaining that I was not able to see the response.  Please let me know what I am missing and or how to access it so I can either accept or decline the proposed action.  Also I am not sure if the response I sent was received.  Thank you I look forward to hearing from you soon.  I can be reached anytime for questions or concerns.  

   

  ****** *****

  **************

  Customer Answer

  Date: 06/24/2025

  Good afternoon,

  I have requested assistance with identifying the response from the company but I cannot seem to find it.  If possible can someone please call me back.  Thank you for your consideration in this matter.  I look forward to hearing from someone soon.  I can be reached anytime at **************.  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23242972
  
  I am rejecting this response because: It is all fabricated and a result of the negligence on Lakeview and their staff.  I have submitted supporting documents from the tax assessor to support my complaint as well as proposed a resolution.  This is not my error and the company needs to acknowledge their error in this matter and erase the late fees incurred as a result of me waiting for the resolution and retrieval of funds paid to the tax assessor for a property that I do not reside in nor do they hold the mortgage for.  Thank you
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/03/2025

  This complaint and the borrowers requested resolution includes several variables that require 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: 07/07/2025

  Greetings,

  I am exhausted with the amount of time it takes this company to find a resolution to any problem at this point.  I orginally started my search for these lost funds that were paid in error to an address that Lakeview has no legal ties to.  In my communication with the tax accessor's office I was able to help find a solution.  I in turn gave the information for that person to be contacted.  After several months she was still not contacted to see what the problem was.  This was an error not divulged to me by the company but during a conversation with an employee we discovered the taxes had been paid.  This was the beginning this issue and it has continued for almost 2 years.  This is ridiculous!!! I have been in communication and constantly asking for a resolution.  What is most important at this point is the company is never going to take accountability for a mistake that was made on their watch, more than once.  I understand the funds cannot be retrieved because Lakeview was unable to resolve their error in a timely manner; therefore it has passed the deadline the tax accessor allows to refund the taxes.  I understood that because of this error it affected the correct balancing of my escrow account which is why I intentionally waited until the end of the month; month after month hoping there would be a resolution and I would have a good number on what it took to get my account in a good current standing.  I waited for a resolution with each call but it was only to harass me to pay when I never missed a payment.  As a result I have incurred a huge late fee and if the company is willing to waive at least half we can move past this as none of it was my fault.  I have incurred mental anxiety and I am ready for this to be over but I refuse to pay late fees for waiting on the company to correct their mistake and adjust my escrow accordingly so I would know and understand my monthly payment from here on out.  Thank you for your understanding and consideration in this matter.  I look forward to a resolution.  

  ****** *****

  Business Response

  Date: 07/17/2025

  Please see enclosed Lakeview (LLS) and LoanCare's resolution response including enclosures. 

• Initial Complaint

  Date:04/23/2025

  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 writing to formally address a concern regarding the ************************** (***) charges applied to my loan account. As previously discussed, an appraisal conducted by your company was found to be inaccurate, leading to an overvaluation of my property. This error resulted in the continued imposition of *** premiums that should not have been charged had the appraisal been conducted correctly.While I appreciate that the dispute was resolved in March, acknowledging that the property's value was higher than initially assessed, I am disappointed that your company has declined to reimburse the *** premiums paid during the period when the incorrect appraisal was in effect. These charges were a direct result of an error on your part, and I believe it is both fair and legally justified to request reimbursement for the overpaid premiums.Several legal frameworks support my position:Homeowners Protection Act (HPA): This federal law mandates the cancellation of *** when a borrower reaches 22% equity in the home, based on the original property value. If the appraisal error had been corrected promptly, I would have reached this threshold earlier, thereby reducing or eliminating the need for *** charges. ?************************************ (****) Guidance: The **** has issued guidance emphasizing that consumers should not bear the financial burden of errors made by lenders or their agents. The bureau has identified instances where lenders failed to cancel *** in a timely manner, leading to unnecessary charges. ?also, Valuation Independence Regulations Given these legal considerations, I respectfully request that your company review my account and provide reimbursement for the *** premiums paid during the period when the incorrect appraisal was in effect. I believe this action is not only justified but also aligns with fair business practices and consumer protection laws.

  Business Response

  Date: 05/02/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with Mr.******.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Mr. ****** research confirmed that on 12/6/2024 Mr. ******** contacted them to request removal of his ************************** (***). He was informed of two options under the Homeowners protection Act (HPA): First option, Homeowner Protection Act (HPA) required a loan-to-value (***) ratio of 80% or less. The principal balance was $330,994.63,and the loan-to-value (***) ratio was determined to be *****%, so Mr. ******** would not qualify.
  
  The second option required a home appraisal showing an *** of 75%. Based on Mr. ********* loan balance of $330,994.63, the home needed to be appraised at $441,326.17 or more. *********** agreed to complete a home evaluation and paid the required $190.00 fee.
  
  The valuation report was received on 1/3/2025, and it was determined Mr. ****** is unable to remove the *** as requested. The *** was *****% and the property was appraised in the amount of $425,000.00.Therefore, a letter was sent to Mr. ******** on 1/4/2025, to inform him we were unable to remove the *** due to the *** not being met.
  
  On 1/13/2025, Mr. ******** disputed the valuation, and the matter was sent to the *** Department for further review. On 2/6/2025, the monthly *** payment of $77.19 was disbursed from escrow. Mr. ******** followed up on the dispute review status and was advised this was escalated.
  
  Mr. ******** was contacted by Mr.Coopers agent on 2/20/2025 and it was advised that the appeal was still under review. On 2/28/2025, the *** denial appeal was approved, and a letter was sent to out to advise he was no longer required to pay the ***. The monthly *** premium of $77.19 was removed and on 3/1/2025, the new monthly payment was updated to $2,013.57. The escrow deposits accumulated to pay off the next *** will be considered in the next escrow analysis.
  
  On 4/23/2025, Mr. ******** spoke with a Mr. ****** agent through a chat session to inquire about his appeal to remove the *** from the loan. The agent provided him with the *** cancelation letter dated 2/28/2025. Mr. ******** stated he was due to a refund. The agent confirmed no refund was due because of when the appeal was approved.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at Mr.Coopers Escalation Team.

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23242925
  
  I am rejecting this response because:
  

  You confirmed what I already know and stated but with more detail.  The issue is that you charged me PMI on a period in which if the agent YOU ASSIGNED did the report correctly on, I would not have had PMI the prior month(s). When I was originally denied.  My house would never be valued at 425k and I had my own CMA done through a realtor to confirm this.  If I knew my value was below the requirement, I wouldn't have paid for your person to come out.  I don't know how you don't see the issue at hand.  If anything, me paying for a report that was not right should be refunded back if anything because I paid for a service I didn't get the results of when they did it.  I had to pull my own information to dispute.  If this was the case, customers should be able to provide the information without someone doing the cma as clearly it's incorrect and costs the customer. 

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

  Business Response

  Date: 05/14/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern and rebuttal filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Mr. Coopers escalation team reviewed your account, and found that as discussed in your conversation with a Mr. ****** agent on December 6, 2024, the second path to removing *** from the loan required a single-family home to
  have a Loan-To-Value (LTV) ratio of *****%, and based upon the principal balance of $330,994.63, the home would need to appraise for $441,326.17 or higher to achieve an LTV of *****%. Mr. ****** confirmed you agreed to complete a home evaluation and paid the required $190.00 fee.
  
  As stated in our previous response, on February 28, 2025, the *** denial appeal was approved,and a letter was sent to advise you were no longer required to pay the ***. Mr.Coopers records show during the appeal review, a monthly *** premium of $77.19 was disbursed from the escrow account on February 6, 2025. Your request for a refund of the MI premium was escalated. The request was approved and the amount of $77.19 will be refunded to the account. Please allow up to 14 business days for the refund to be processed.
  
  It is important to note, a new appraisal is not required as part of the *** denial appeal process.Therefore, we respectfully decline to provide you a refund for the second appraisal as requested in your correspondence.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at ********************** Team at ************ Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Or you are also welcome to contact Lakeview, per my contact information below. We are here to help and appreciate the partnership. Thank you.

• Initial Complaint

  Date:04/21/2025

  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 attempted to get mortgage assistance from lake view for about 6 months unsuccessfully. I had to file a Bbb complaint to get help. I asked for 3 months of assistance. It was approved due to my complaint however I only got 2 months assistance ************** I just started working after losing my prior job. I need 3 months of help I going hat for. I paid Feb 1st and got approved *** 3rd. I need the full 3 months assistance as I just started working 4 weeks ago.

  Business Response

  Date: 05/01/2025

  ******** provided a resolution response to the customer. Below is a recap of the response for the list of concerns outlined in the BBB complaint:
  
  You indicated in your correspondence that you filed a complaint with the Better Business Bureau due to delays in your prior request for mortgage assistance and were recently approved for a two-month forbearance on February 3, 2025, but requested three months
  
  The enclosed letter dated February 14, 2025, was issued to you that addressed prior concerns you submitted to the Better Business Bureau. In the letter, we also confirmed that your account was in a three-month forbearance plan and provided you with the Forbearance Approval letter previously issued to you. As your forbearance plan was reaching its expiration period, beginning on March *******, through April 17, 2025, we attempted to reach you via electronic mail to discuss your account.
  
  We spoke with you on April 21, 2025, regarding the forbearance period that you were approved for and explained that you were granted a full three-months effective February 1, 2025, through April 2025. We also explained that payments could still be made during the forbearance period, and you would need to submit a Mortgage Assistance Application (MAA) for review of additional mortgage assistance.
  
  As evidenced in the enclosed Account History, as of the date of this letter, your account remains past due for December 1, 2024, payment and each subsequent month. You indicated that you have regained employment, and since the full three-month forbearance plan has expired, in order for us to review your account for mortgage assistance options you may be eligible for, please complete and return the enclosed MAA, along with the required financial documents outlined in the application package.
  

• Initial Complaint

  Date:04/15/2025

  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.

  Regarding our mortgage, we are eligible for a 2% waiver on taxes which was acknowledged January ******. In February, Lakeview sent a bill not acknowledging the %2 waiver and billing an initial excess of over $1,500. We were told to pay $600 extra and that we would be refunded and that our payments would be adjusted for our fixed rate loan. My complaint is threefold.1.) I cannot consistently reach a competent, customer service professional to address the problems.2.)It has been past the 7 week period, and they have not fixed the payment amount. They are wrongfully adding unexplained charges to our mortgage payment.3.) We have not been refunded the $600 extra we paid.

  Business Response

  Date: 04/24/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent ******** service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the ******** may have experienced with *********.
  
  Mr.******* Summary
  Please see attached correspondence sent to the ******** which includes further details, briefly summarized below.
  Mr. ******* escalation team confirms no record found of conversation with the ******** on 1/2/2025,neither acknowledging a 2% waiver or any bill/funds sent in February ***************** the correspondence.
  
  On 12/11/2025, funds in the amount of $8,072.38 were disbursed for the county taxes. Mr. ****** confirmed that Mr. ****** contacted them on 3/3/2025, regarding the tax bill and the escrow analysis she received. The agent advised her of the updated monthly payment because of a tax increase. Mrs. ****** expressed her concerns about the analysis not reflecting two tax exemptions that would have reduced the tax amount.
  
  On 3/12/2025, ********* confirmed with the county the taxes were reduced to the amount of $2,034.91, and there was a refund processed in the amount of $6,037.47 that was sent to us via check number ******. The tax line was updated to reflect the Homestead exemption. Mr. ****** received the refund on 4/1/2025 in the amount of $6,037.47 was deposited into the escrow account. As a result, an out-of-cycle escrow analysis was completed and an Escrow Review Statement dated 4/16/2025, was sent to you with information regarding a shortage in the amount of $255.17. The monthly payment was updated to the amount of $2,053.60, effective April 1, 2025.
  
  As it relates to ********* ******** servicer call system, their calls are handled by an Interactive Voice Response (IVR) system. This system has been updated to prevent unauthorized parties from gaining account information. The update included ********s being automatically verified when calling from a phone number already associated with the account. If the *** system does not recognize the phone number, the ******** will be required to provide the full loan number, or the full social security number and the call will not be connected to a Mr. ****** agent until one of these verification items has been provided.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Mr. ******* escalation team.

• Initial Complaint

  Date:04/14/2025

  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.

  Our mortgage company is giving us a frustrating runaround on our property tax bill - 2024 and 2025 escrow. We live at **************************************************************************. This year we have paid $7,001.31 total in property taxes (2024). They initial told us we were fully paid up and new total PITI would be $2,727.11 They are now telling us we owe an additional $1,400 AND our PITI will now be $2,843.80. We have been pushed around now 8 times to different supervisors and case managers within the mortgage company.They dont seem able to tell us where our payments go and why things keep changing with no communication from them.

  Business Response

  Date: 04/30/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer LoanCare in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  LoanCare confirmed your loan originated as a newly constructed property; therefore, the taxes due during the first year was based on land only. On November 30, 2023, ******** disbursed taxes due for December 2023 in the amount of $1,558.61. The taxes due in 2024 were significantly higher because the property has been fully assessed.A payment of $7,198.82 was disbursed from the escrow account on November *******, to pay the taxes due. Due to overpayment, Denton County issued a refund of $98.92 that was deposited into your escrow account on December 27, 2024.
  
  LoanCare completed an escrow analysis due to the tax refund on January 13, 2025, and as a result of the significant increase in taxes and insurance, there was a shortage of $8,401.57. The new payment, effective March 1, 2025, increased to $3,427.24.
  
  LoanCare completed the annual escrow analysis based on the state schedule in March 2025. (The enclosed Annual Escrow Account Disclosure Statement attached). On March 15, 2025, ******** received your online payment of $9,728.43. Funds in the amount of $1,838.73 were applied to principal and interest and $888.38
  was applied as your regular escrow payment. You opted to include $7,001.32 as an additional escrow payment,which was applied towards the escrow shortage. While that amount was not the full shortage due in March 2025 ($8,401.57) as disclosed in the enclosed Annual Escrow Account Disclosure Statement dated January 14, 2025; it was still a significant amount that helped reduce your overall future payments due.
  
  LoanCare reanalyzed your loan on March 31, 2025, and the remaining shortage of $1,400.25 was divided into
  12 monthly installments of $116.69. This was not a new shortage; rather, it was the balance owed from the original shortage ($8,401.57 - $7,001.31). Effective April 1, 2025, the monthly payment decreased to $2,843.80. As of the date of this letter, your account is due for April 1, 2025.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact **************** of the customer representative.

• Initial Complaint

  Date:04/11/2025

  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 closed my mortgage in the amount of $298,483 and that includes a down payment closing amount of $15,427.18 Lakeview sent me a 1098 tax form for the year 2023 with incorrect and missing information; which has caused many issues and financial discrepancies going into 2024 and 2025. Along with the 2023 1098 Tax form was a notice dated January 1, 2024, stating that my "mortgage balance went up to $314,104.01 which reflects the amount outstanding under the mortgage, including principal, interest, penalties, late charges, advances, and any other charges related to the loan, and any foreclosure or bankruptcy expenses incurred to date under the mortgage." However, since I closed on my mortgage on 2/28/23, I have never been late on my mortgage payments. My first mortgage payment was not due until 4/1/2023; which was paid in the amount of $2.421.65 to New American Funding/Brokers Solution. Therefore, there should be no penalties charges, late charges, or any other charges nor should my mortgage never have gone up. I closed my mortgage in the amount of $298,483 and that included a down payment closing amount of $15,427.18 On the 2023 1098 Tax form, Lakeview reported the following information: *********** taxes paid in the amount of $2,244.64. I spoke with St. Lucie appraisal tax department, and they reported that Lakeview had only paid $1,500.49 in property taxes not $2,244.64. For 2024 St. Lucie appraisal tax department reported that ******** had only paid out $7,218.67. On the 2023 1098 Tax form, Lakeview reported paying: ****************** premium was $1,069.92 in 2023, Had $0 amount for **************** (Lakeview never paid out **************** even though I was paying $583 a month in escrow to go towards ****************) Escrow in 2023: Total deposit was $6,021.02 principal balance should be $285,795.24 ending balance in 2023.

  Customer Answer

  Date: 04/14/2025

  Attached are additional documents which shows that Lakeview has mishandling my mortgage loan since 2023

  On the attached files you will notice the following

  - the escrow balances do not match for the ending year of 2023. The Dec 2023 final monthly mortgage statement indicates a much higher escrow amount than the payment history list LoanCare/Lakeview has listed on their portal

  - the total principal balance on my mortgage ending in Dec of 2023 is much lower than the ending principal balance amount listed on the payment history list

  - There is a payment of $1,350.30 indicated in May 2023 which was not calculated into any payments on the payment history list - yet for the May 2023 statement they have it indicated only as an escrow amount

  - In April of 2023 I made a payment in the amount of $2,421.65 to ***************** ************************; which was not transferred over nor added to my mortgage loan, nor is it indicated in any of the statements for 2023.

  Customer Answer

  Date: 04/15/2025

  Attached letter shows the actual starting principal balance of $298,483, at the time of the mortgage loan was originally closed on 2/28/23 with ********************** *** New American Funding. This amount also included the Hometown Heros Program assistance program, as well as the borrower's down payment for a total amount of $15,427.18. My first mortgage payment was not due until 4/1/23 as indicated on this letter by Broker's Solution *** ********************. I have never been late nor missed a payment on my mortgage, and I never took out a second loan in which Lakeview/LoanCare can collect any money from. 

  According to Lakeview/LoanCare the transfer of my mortgage loan, between them and Brokers' Solution dba New American Funding took place in April 2023 - and I was required to make payments to Lakeview/LoanCare starting May 1, 2023 (as shown on attached letter) - This further proves my case that I was never late on my mortgage and payments that I made to Brokers Solution dba New American Funding in April 2023 was never fully transferred to Lakeview/LoanCare nor was it added into my account. 

  Which further proves why the transfer documentations between the two loan companies and proof of escrow and any other money disbursements related to my mortgage loan is vital information to be obtained on this case!

  Customer Answer

  Date: 04/15/2025

  Link to very similar complaints from other customers:

  **********************************************************************************************************************

  Business Response

  Date: 04/29/2025

  The servicer ******** provided a resolution response. See enclosed response letters including enclosures. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23194161
  
  I am rejecting this response because: I am still waiting for the SPOC person from LoanCare to answer the questions on my previous email, as well as provide proof of payment to American Integrity and St Lucie taxes; showing LoanCare as the payor. The escrow list does not provide that information. 
  
  
  And once again, the question as to why Lakeview c/o LoanCare were not the mortgage company listed on American Integrity documents; has yet to be answered. 
  
  
  As well as LoanCare showing proof of their name listed as the mortgage company on American Integrity for 2023, 2024 and 2025; has yet to be provided as well. 

  I have submitted proof to the company of their own letter increasing my loan to $314K. Their escrow listing continues to show inaccuracy- they are claiming $0 escrow repay however payments towards escrow has been made for 2025. 

  
  Lastly, there are no documents recorded with the St. Lucie clerk office regarding LoanCare or Lakeview being the mortgage company or any transfer documents were not recorded with the clerk office. 
  
  
  As you mentioned, the ***** has yet to answer the questions or provided documentations. 
  
  
  As far as payment goes for April 2025; I am more than happy to provide evidence upon request. The ****, also needs to provide answers and documents regarding what is being asked from them as well. 
  
  
  In regards to your statement below: 
  Regarding the Sales figure of $85,500 on the website screenshot you sent over, I forwarded over to the internal IT team involved.  They explained they use a third-party real estate data provider to aggregate public records such as purchase price and dates. We are notifying them of your information below to see how this can be resolved for you.  Thank you again and we appreciate the partnership
  - will this also be sent over to the St Lucie tax appraisal office? 
  - As this may be the reason why the taxes went up; due to the incorrect information from the third-party real estate data - who ever recorded the amount of the sale property; documented the incorrect amount as well as the incorrect date. 
  - Please provide updated information when the issue is corrected, who it was sent to, which third-party was involved, as well as the resolution outcome. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/30/2025

  These duplicative written requests have already been forwarded over to the customers ****************** company as well as the customers assigned single point of contact. Please note, the subservicer LoanCare has responded to similar prior allegations numerous times already (kindly see enclosed letters) as has Lakeview as master servicer. For any new servicing concerns, ******** is handling directly with this customer.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23194161
  
  I am rejecting this response because with all of the complaints; both Lakeview and LoanCare continue to not provide the information that is being asked, not completing a thorough investigation and fail to correct the issues that have been addressed numerous times. Mortgage Payment for April 2025 was sent via check in which the company has yet to deposit and apply payments of interest and principal to the loan as they were asked to do. Forcing payments be made via portal, which is illegal and unethical. I have a legal right to make payments via check and inform the company where the payments are to be added to on my loan. This decision has been made due to thru inability to show proof of being the payor & mortgage company being listed for American Integrity and inability to show proof of being the payor for property tax. They continue to submit screenshots and a spreadsheet; which is not what is being asked of them. Complaints will continue to be sent until the issue is corrected, in which both Lakeview and Loancare fail to correct. ******** has numerous lawsuits for similar actions, their contract, with the investor they have listed on the loan, states it is expired. They were investigated by *** and were found to be in not in compliant with reporting things on time and appropriately to HUD/FHA.
  
  Sincerely,
  
  ****** *****