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:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3, 2023, I contacted Lakeview's Servicing partner (LoanCare) by email to inform them that *********************** does not live here at my address. I asked them to stop using my address. Instead of stopping, now Lakeview has also begun using my address to contact the same person. I would like both Lakeview and LoanCare to stop sending *************************** mail to my address.

  Business Response

  Date: 02/10/2023

  We reached out to the servicer LoanCare to assist with your concerns. They responded with the following: 

  
  Attempts were made to reach the customer via email and telephone. As of today the servicer has not heard back. Once the customer reaches out and authorizes the change of mailing address, the account will be updated. The servicer requires authorization from the customer to make any updates to the account.  
  

  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18950393
  

  I am rejecting this response because they are in the mortgage servicing business, therefore, they can easily locate this persons address. The fact that they wont stop using my address, when this person has not lived here for more than three years, is just harassment.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/21/2023

  We reached out to the servicer LoanCare to assist with your concerns. They responded with the following:
  
  We have made additional attempts to reach the customer via email and telephone. As a last attempt a letter has been sent. Again, once the customer reaches out to provide the updated mailing address, we will update the account. Per the servicer LoanCares policy, they cannot change the address without the customers consent.  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18950393
  I again do not accept the response.  *********** has had over three years to update their customers contact information.  On February 23, 2023, I reached out to ************************* by e-mail and she confirmed that they have had this wrong mailing address for over three years.  What kind of establishment would have the wrong information for their customer for more than three years?  They have been unable to connect with their so-called customer by e-mail or phone for over a month.  This is their problem.  It makes no sense that their customer would not have reached out to them by now, unless, they also have the wrong e-mail and phone number.  Again this is their problem; I simply want them to stop harassing me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Lakeview mortgage after trying for about 2 hours to print my **** which is my year in interest and tax statement to do my income tax return for the year 2022 and was unable to do so on multiple devices. Call their customer service department got an agent who told me that she could not email me a copy requested them to send me a copy so that I could do my taxes it's the only thing holding me up. Feel like they're holding my information hostage and trying to force me to use their website when not everyone is computer savvy or has access to do so. Irritated with them making things complicated they seem to just want you to pay and not provide the service that's necessary for you as a customer. I would like to speak to a supervisor and upper management as well as emailed or mail me a copy of my **************** tax return statement so that I can complete my filing. Again this matter is extremely annoying and can be avoided if they work with their customers and stop trying to manipulate them to their website.

  Business Response

  Date: 01/27/2023

  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.
  
  *1/26/2023 - Borrower filed BBB complaint regarding document request.
  *1/27/2023 - Lakeview reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to ************************ 
  
  We sincerely apologize for any delay and inconvenience this matter has caused. We notified LoanCare of this concern and requested they make contact with the borrower to assist with online set up. We obtained the requested document from LoanCare system. This document has been emailed directly to the borrower by LoanCare and we also sent an encrypted copy of this document to the borrower.
  
  Lakeview will consider this concern resolved based on the actions from the servicer LoanCare If you or the borrower have any additional questions regarding this matter, please contact LoanCare customer care at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Standard Time.

• Initial Complaint

  Date:01/24/2023

  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.

  My husband and I refinanced our home with a new mortgage company. Lakeview received the payout and did not cash it, rather returned the payment as it was approx ******** short as the new company issued a check to our city for taxes not knowing Lakeview already paid the taxes. When they cashed the payout, it was ******* and Lakeview slammed my husband and I with a late house payment which had tanked our credit score over 120 points combined. We have never been late on a house payment. They returned the check instead of cashing it. This is not our fault. My husband and the new mortgage company reached out to Lakeview to have this removed and they refused asking for a letter. An email was sent and no contact, out credit score is still affected. Please help this is not our fault.

  Business Response

  Date: 02/03/2023

  We requested the assistance of the servicer LoanCare in providing a response to your credit reporting concerns. LoanCare provided the following explanation and resolution:
  
  01/26/2023- LoanCare reviewed the late credit reporting concern that occurred during the payoff of the loan and determined that there was insufficient time for the customer to make the December 2022 payment. The payoff funds were received on 12/29/2022. On 12/30/2022 the payoff funds were returned due to the payoff being short.  The shortage was due to a tax disbursement from the escrow account, in the amount of $6,687.47 that posted on 12/27/2022.  
  
  LoanCare removed the late credit reporting for the December 2022 payment that was reported to the credit bureaus in January 2023. A copy of the ***************** letter has been mailed to the customer and is enclosed.
  
  02/01/2023- An outreach call was made to the customer, there was no answer, and therefore an email was sent detailing the ***************** resolution. 

• Initial Complaint

  Date:01/23/2023

  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.

  My mortgage was sold to lakeview back in September/October time frame. I have tried to set up a payment arrangement on my account to bring to current and have filled out paperwork and sent in requested documentation multiple times via email, fax and online. They keep telling me they are missing stuff I have sent multiple times. When I call they wont take a payment unless I have all of the behind which is why Im trying to go through the process of fixing it. Then once in December I got one person on the phone that took a couple of payments but since then no one will take a payment. They arent completing the paperwork to help me. No one calls me back or emails back. When I asked if o could mail in payments I was told they would send it back. Now Im getting a letter saying they are increasing my bill $500 a month because of low escrow when they overpaid taxes by almost $3000 and that has since been sent back. I can never get anyone of any title on the phone. I need help as they are ruining my credit by letting it continue to get more behind. Help!

  Business Response

  Date: 02/01/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *******************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance,LoanCare LLC is servicing this loan on behalf of Lakeview.
  
  We sincerely apologize for any delay and inconvenience this matter may have caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation. The investigation confirmed that borrowers loan modification review is moving forward, and a letter has been sent to her this week advising of the 15 day timeframe to complete the review process. ******** advised if there was any additional documentation required to complete the review that they would contact the borrower.
  
  LoanCare discussed the borrowers escrow analysis and explained the current review is capturing the escrow shortage from missed payments as the loan is due for 08/01/2022. It was also confirmed that the borrowers tax refund was received and posted to escrow on 12/20/2022. **************** advised ********,she has since changed her insurance company and is expecting a refund of $926.00 from her old policy (paid by previous servicer). ******** understood that once she received the refund she will send in the funds for her escrow shortage, no additional questions.

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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 filed a complaint with this company to CFPB, ID *********************** affiliated with this Lakeview Loan servicing has been sharing my private information with exeter finance, a former company I have worked with.Per a letter they sent me their system was hacked and my information stolen. Now they have are asking me to subscribe to some identity theft monitoring service as if that would reverse the hack.They should NOT have had my information in the first place. Lakeview NEEDS TO EXPLAIN why they were trading my information to start with.What does sharing my info without my consent have to do with bayview and exeterfinance doing business together?

  Business Response

  Date: 02/06/2023

  Good Day 

  This complaint and the borrowers requested resolution includes several variables which requires input from Lakeviews senior leadership team and an outside entity.  As such, we respectfully request some additional time for completion.  We will update the BBB and the borrower as soon as possible.
  
  Once Lakeview receives the final resolution, we will follow up and respond back to both ************ and the BBB.
  
  Respectfully,
  
  
  *************************
  Compliance Department Director, Issue Resolution
  On behalf of Lakeview Loan Servicing,LLC 

   

  Customer Answer

  Date: 02/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am waiting for Lakeview to get back to me.
   
  
  ***********************

  Business Response

  Date: 02/14/2023

  As indicated in our original notification letter, we experienced a security incident involving unauthorized access to our files servers. A file containing your information was identified during the investigation. The file was related to information obtained by Bayview  during a process whereas Bayview was evaluating a business relationship with Exeter Finance LLC.
  
  We understand that a representative from Exeter Finance has also reached out to you to provide further information.  The files were unrelated to any lending or loan servicing activity. We sincerely regret any inconvenience or concern this may have caused and assure you that we take this incident very seriously.
  
  Should you need any further information, please reach out to us directly.  Our contact information is listed on the attached, thank you.

  Respectfully,
  
  
  *************************
  Compliance Department Director, 
  Issue Resolution
  On Behalf of Lakeview Loan Servicing, LLC
  NMLS#******

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  The director at ExeterFinance I talked understood my question and provided an answer.

  
  Thank you 
  
  ***********************

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a mortgage with Lakeview Loancare and have been making bi-monthly payments since June of last year. I am retired, and make payments based on when I get paid which has become an issue. Social Security pays on the 3rd Wednesday of each month. This means some payments come in a week later than others, depending on the month. Lakeview charges a late fee if full payment is not received by the 16th of the month. I have called Lakeview repeatedly over the last 5 months to try to get some kind of help, while the late fees continue to accrue. Today I was told, basically, too bad, the due date cant be changed, and by the way, we know were getting the full amount each month, heres your late fee anyway. Heres what really frustrates me: I cannot get ahead no matter what I do. If they dont have the full payment by the end of the cycle, EVEN IF I PAID A FULL MONTH AHEAD, I will still be charged a late fee! They refuse to work with me in any way. If I pay my auto loan ahead, its ahead. My mortgage? Apparently not. This is simply predatory. Ive called multiple times to fix this, and not been given a solution. Lakeviews automated payment system will not allow additional monies to apply to the principal, and they are not set up to allow bimonthly payment. I have to make principal payments separately and specifically. Therefore I use my bank payment system to make my bimonthly payments, and Lakeviews system only for additional principal payment when I can afford it. I will refinance as soon as its economically feasible but in the meantime Im stuck with this company. Other mortgage companies I have used automatically applied extra monies to apply to the principal. Not Lakeview! I can and will change how I pay this mortgage, and will do so immediately, at great personal hardship. However, Lakeview refuses to reverse the late fees.

  Business Response

  Date: 01/24/2023

  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,LoanCare LLC is servicing this loan on behalf of Lakeview.

  LoanCare confirmed that contact has since been made with *************************** to explain details of this resolution. (See Resolution Letter Attached)

• Initial Complaint

  Date:01/12/2023

  Type:Order 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.

  **** and ***************************** purchased a home 08/2016 using a VA loan. Lakeview **** Services handled the loan. Due to health issues we sold the home to our son ***** 12/20/2020 and ***** assumed the VA loan. Service Link was the title company Lakeview sent to our home to have us all sign papers due to covid.Service Link just discovered a huge error. There is a signature page that Lakeview Mortgage has not signed the release of liability and assumption page therefore when Asotin County (the county the property and we reside in) received the paperwork the county sent it back and will not record the Warranty Deed or anything else will be filed by Asotin County, **. This should have happened 2 yrs ago!Service Link discovered the error and has been diligently attempting to contact Lakeview Mortgage to have them sign the page releasing us of liability for the property our son and daughter in law assumed. We are now in escrow for another property. We were pre approved and it should close end of January. The problem became apparent when the underwriters for our new loan wanted the signed page of release of liability as they saw we were still listed on the deed for the house our son bought from us. Not only that, our son has his home currently listed and won't be able to sell it without this error being fixed.My husband is a disabled veteran and finding a house for him is tough at best but having found one we don't want to lose it because Lakeview Mortgage is impossible for us or the title company to get a hold of on repeated attempts.To date Service Link has been unable to get the signature page filled out by Lakeview mortgage and they've left many messages. We have left messages with different departments and cannot get anywhere. It was their fiduciary responsibility to finish all documents in a timely fashion and send them to the title company to be mailed and filed. We need intervention at this time.

  Business Response

  Date: 01/30/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  This complaint and the borrowers requested resolution includes several variables that requires input from various lines of business.  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18726604
  
  I am rejecting this response because: Time is a luxury already taken by this company for 2 years. Time is important as the property is now in escrow (**** Masters Dr.) due to close toward the end of February 2023.

  Our purchase has gone through based on assurance from the VA we are no longer on that loan and that the ** releases ** from all liability and our underwriters accepted  their assurance. That was from the VA NOT Lakeview Mortgage. We dodged a bullet on that loan but now will there be an issue on title for Masters Dr? **** their incompetence impede the sale of our sons home??? No, they should not be allowed any more time they can just work as hard as we did to get the desired paperwork done. They've had 2 years, they do not deserve more. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed *************************, through the Better Business Bureau (BBB). Lakeview takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  We are sincerely sorry to hear of the customers situation. Upon receiving the complaint, we immediately reached out to our assumptions department for assistance. As information our assumptions department is experiencing high call volumes of which we apologize for at this time. The team has worked diligently with the title company along with the county to record the requested documents. (See attached) Again we sincerely apologize for the delay and inconvenience this matter may have caused.
  Lakeview will consider this concern resolved based on the response from our assumptions department. We have also sent out an email directly to ******** on 02/06/2023 providing this information. If you or the customer have any additional questions regarding this matter, please contact our Issue Resolutions Team at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.
  
  

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2023

  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.

  -Applied for Assumption of my current Home Mortgage Loan. -Started inquiry and initial paperwork on 09/08/22.-I have provided all requested documentation, signatures and materials that Loancare have requested. -Assumption was approved and credit confirmed. -I was informed verbally and in writing that the process would take 2-3 months to be completed. -It has been 4+ months without process being complete -Loan officer has been changed by Loancare in December. -No progress or changes have been made in 60 days, with minimal to no movement. -I have contacted Loancare on 6+ occasions over the past month asking for updates, progress, and estimated closure date. -no responses or information is being provided. I have asked for Manager information and the **************************************** has refused. -I would like to finish up the process but not getting any movement or communication from the organization.

  Business Response

  Date: 01/18/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed *************************************, through the Better Business Bureau (BBB).Lakeview takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  We are sincerely sorry to hear of the customers situation. Upon receiving the complaint we immediately reached out to our assumptions department for assistance. As information our assumptions department is experiencing high call volumes of which we apologize for at this time. The team is working diligently to assist all customers with their application processing.
  
  Our assumptions department confirmed that, as of January 17, 2023 contact was made with customer and an email sent with requested information needed from the underwriter.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18726258
  
  I am rejecting this response because I have not received a call or any action from Lakeview Loan servicing related to the assumption loan.  Being too busy does not seem like a sufficient or acceptable response. We have reached nearly 4.5 months (promised ***** days at beginning of process) in the process with nothing solidified. Due to the lack of action by Lakeview, they have requested to run my credit multiple times and has needed copies of most recent bills on 3-4 occasions so far due to the delays in their own processing. My Assumption loan has been passed off to multiple loan officers, likely causing some of the delays. I have made several requests for loan officer to provide updates, with minimal to no response. Typically I just hear from the Loan officer when they need a piece of documentation. I acknowledge that companies are busy, and that *** or *** not be the case here. Just looking for communication and basic customer service. An estimated completion date would be helpful as well. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/23/2023

  In response to the borrowers rebuttal, our assumptions department confirmed that, the borrower was contacted and provided requested documents needed in order to resubmit the file to underwriting.
  
  We apologize for any delay this process has caused you and your family. We are not simply stating that our assumptions department is too busy, we would like to share with you that, due to the rising interest rates and consequently a significant increase in assumption transactions, the company has been revising their processes operationally to accommodate this increased volume. Coupled with the recent holiday timeframe, communications were delayed and we experienced longer than usual turnaround times. 
  
  Your file is now moving forward and again we sincerely apologize for any gap in communications.We will continue to monitor the transaction until its finalized.

  Customer Answer

  Date: 02/05/2023

   
  Complaint: 18726258
  
  I am rejecting this response because: the Assumption process still pending, 5+ months into the process (promised time frame was ***** days upon initiating the process).  The Loan Officer has reached out via email to explain that they are working towards completion of the process but that the process has been delayed due to market conditions.  Disappointed in the customer service and lack of commitment with promised timelines by Loancare/Lakeview.  Employee turnover and the slowing market conditions doesn't seem like a sufficient explanation for processing basic Loan **************************** requests.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed and submitted every form requested. I received numerous confirmations that all requested documentation was properly submitted and approved. But they continually repeat mistakes on their end and wont release my money (over 6 months and 30 phone calls). If they keep enough peoples money long enough they can make a good profit - they need to be investigated for embezzlement, theft and/or fraud. When you call you will get transferred a dozen or so times to people who cant make a decision and if you ask to speak to someone who can make a decision its another 72 hour wait for a return call thatll never happen. Still waiting on at least 4 manager return calls over the past 6 months. One service person told me there is nothing I can do so just learn to deal with it and stop wasting her time

  Business Response

  Date: 01/23/2023

  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 Better Business Bureau 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, LLC is subservicing this loan on behalf of Lakeview.
  This complaint and the borrowers requested resolution includes several variables that requires 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.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased a home July of 2018 with *** insurance. With the rising costs of homes in **********, I began seeking information from Lakeview loan servicing on how to go about appraising the home and/or getting the *** removed. I was told about several conditions that needed to be satisfied, all that I met and requested that the documentation be sent out to me. I do not have the exact dates but I called on numerous occasions and to no avail had I ever received anything. To date, it's close to 3.5 years and my guess is that I should definitely have at least 20% of equity in the home as the property has almost doubled in our area. Each time I've called 10 I've been td the value hasnot been met as of yet, then I've been told to call back and keep checking that it may take several months for it to calculate. I don't feel that this is accurate, yet I don't have any real information on how the calculations are performed on the back end with the loan servicing company. Please assist, and your attention to this is greatly appreciated.

  Business Response

  Date: 01/19/2023

  In Summary:  Customer is requesting their *** to be removed from their account.  There was a previous request received on 03/2022 that resulted in a denial letter to be sent to the customer.  **************** has the option to make a principal curtailment payment to bring the *** (unpaid principal balance) down to under the 75% LTV. However, this does not guarantee *** removal. A BPO or an appraisal may also be required to ensure property value has not decreased.  The *** is scheduled for Auto Termination in 10/2023. 
  On 01/12/2023 a callout attempt was made to advise the customer of the above information. There was no answer, so a message was left.  A resolution email was sent to **************** as well as a new letter.

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18694061
  

  I am rejecting this response because: I returned the call on 01/19/2023 at 9:05 AM Pacific time. I want definitive answers and numbers on how to remove the **** and not what, "MAY" be removed. What is a BPO & what is the process? I was told that if my LTV was under 80% and not 75%, the *** would be removed. I'd like the documentation that states the 75%. I am prepared to begin the appraisal process and/or any others that is most beneficial for me as the consumer. I would like it expedited as I should not have to file a complaint to get assistance. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

   01/23/23- LoanCares Senior Client ******************************************* spoke to **************** and explained that since the loan is less than 5 years the *** (Loan to Value) would need to be at 75% or less.  Once the loan reaches the 5 year **** in 06/2023 the *** would need to be at 80% or less.  She was advised per the *** disclosure statements signed at closing the *** is scheduled to automatically cancel in 10/2023. A *** (Broker Price Opinion) is required the fee would be $190.
  
  **************** wishes to start the removal process review now. She was provided with the details on how to get the *** fee paid to open the *** removal process and was provided with a direct contact telephone for ***************************, should she have any follow up questions.