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:01/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company has been uncooperative in processing a VA loan assumption. The loan processor handling the assumption for *************************, *******************************************, is unreachable either by phone (mailbox full message) or by email. Repeated attempts to contact her regarding the progress of the above loan assumption have gone unanswered. These tactics to to stall the assumption of a **** percent VA loan are NOT acceptable!

  Business Response

  Date: 01/19/2023

  In Summary:  Due to the rising interest rates and consequently a significant increase in ********** 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.  The file is now moving forward, and we sincerely apologize for any gap in communications. We will continue to monitor the transaction until it's finalized. 

• Initial Complaint

  Date:01/05/2023

  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 am attempting to complete a VA Loan Assumption (for a loan that I am already on) due to divorce.-I filed the Assumption Request on Oct 10 2022, with all of the necessary initial paperwork. I tried contacting the department multiple times in the following weeks to no avail (sent emails, left voicemails, etc). -On Nov 16th I got an email saying that because I have "not" supplied any of the paperwork and have not corresponded, they were going to close the request. I immediately called the office when the email arrived and someone answered for the first time. They realized that they missed all of my correspondence and paperwork, apologized, and said we would move forward to the next step. -I promptly fulfilled the requirements of the next step. The office also (nov 16) sent me an eConsent form and asked me to let them know once I set up my account. However they created that account with incorrect personal details, and I could not complete my signup.Since approx Nov 21st, I have called the ****************** approximately ***** time, and sent approx 6 emails to individual employee accounts and the main Assumptions mailbox. I received a one line email on Dec 1st asking me a question (but not addressing the eConsent issue), to which I responded, but haven't heard anything since now in over a MONTH.The is a many-step process and it is not happening in any sort of reasonable manner or at any sort of reasonable rate. This has financial implications and also ties up my ex-wife's VA Entitlement until the process is complete. Until then, she is unable to purchase a new home. All will be well if we can simply move this along at a reasonable rate. Thank you

  Business Response

  Date: 01/23/2023

  In Summary:  Due to the rising interest rates and consequently a significant increase in ********** transactions, the company has been revising their processes operationally to accommodate this increased volume. Coupled with the recent holiday timeframe, communications were delayed as we experienced longer than usual turnaround times.  We appreciate your patience, and we sincerely apologize for any gap in communications. We will continue to monitor the transaction until its finalized. Please note the processing team is pending a copy of the settlement to have ******************* review to determine the next steps. 

• Initial Complaint

  Date:12/29/2022

  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 have continually called this company and nothing is being done, no notes on the account, and keep getting the run around. My account was transferred to this company effective Nov 2, 2022 - My November 2022 was already paid prior to and they are saying it is lost - which means I'd be paying double, which I am not going to. I keep getting put on long holds, and hung up on and no resolution. I cannot make the Dec 2022 and Jan 2022 payments until the issues w/Nov 2022 is resolved. No one will help and the customer service is downright terrible. Please BBB help, please. I am at risk of this being turned over to collections and ruining my credit.

  Business Response

  Date: 01/12/2023

  LoanCare spoke to ****************** to discuss the status of the payment and he was made aware that LoanCare will need confirmation the payment cleared his bank in order to further assist. As the previous servicer does not have record of the payment.  ****************** was provided with ********************* contact information to provide a copy of the bank statement, should he be able to confirm the payment cleared his bank account.The account is due for 01/01/2023 payment, there was no negative credit impact to the customer.
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18656670
  
  I am rejecting this response because:
  Still not resolved 

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

  Business Response

  Date: 01/27/2023

  We requested the assistance of the servicer LoanCare in providing a response to your rebuttal and they provided the following response in regard to the missing payment concern and the escrow account shortage:  
  
  Per LoanCares previous conversation with ************** on 01/10/2023, he was advised that LoanCare had completed their research. The previous servicer PRMI has requested the borrowers bank statements to further research as the payment in question is unable to be located.
  
  LoanCare reviewed the account and did not find where ****************** has provided the requested documentation required by the previous servicer PRMI so further research could be done.  LoanCare requested the following to be provided:
  
  Copy of the full bank statement confirming the funds cleared his bank account.
  Front and back copy of the cashed check or trace number
  Confirmation number which would have been provided with the online payment
  
   Escrow Account concern:
  ************** reached out to the subservicer LoanCare regarding an escrow shortage causing a payment increase. This is a new concern and was not part of the initial BBB complaint. ******** completed a 36-month escrow spread to assist with the escrow shortage. The new payment effective 02/01/2023 is $2,216.76.
  
  The account transferred with a negative escrow balance of $1,598.55.
  Hazard Insurance at closing per year - $1,660.08
  Current - $2192.00
  Taxes at closing per year - $3512.04
                   Current - $3908.52
  Total escrow from closing per year - $5172.12.
                  Current annual escrow - $6100.52

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18656670
  
  I am rejecting this response because: missing payment still not applied after provided documentation
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/28/2022

  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.

  Lakeview Loan Servicing is also known as ********** They have attempted to foreclose a property but the owner was making payments. The company sent a foreclosure letter in August. The *** for ********************* contacted the collecting agency or foreclosure attorney and was informed she would get a call back. No one has ever called back and will not respond to messages. ********************* was approved for mortgage assistance in which ******** Home Owner Assistance sent a check to Lakeview ********* for reinstatement over $10, ****** However the mortgage company keeps increasing the reinstatement fee and will not answer calls. An automatic message continues to come up. The loan company has caused ********************* great distress and health problems. I am reaching to find out how to talk to someone in corporate to resolve this issue. Someone from corporate has contacted me but never returned messages or followed through on complaint.

  Business Response

  Date: 01/18/2023

  It appears the *** misunderstood the figures provided to her. The $13,000.00+ amount quoted DID NOT INCLUDE THE *** FUNDS as the funds had not been applied to the loan. the *** funds were applied on 12/29/23. The *** was notified. She was also advised of the remaining amount owed (reply to customer is attached). 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18651069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/27/2023

  The *** funds were received and applied toward the payments owed on 12/29/22. The amount received satisfied payments owed from 10/1/21 through 11/1/22. December and January's payments have also been received and the loan is now current and due for February 1, 2023.

• Initial Complaint

  Date:12/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep calling, emailing and sending things in the mail.My loan number is ******** Property Address *********************************************************

  Business Response

  Date: 01/04/2023

  We requested the assistance of the Lakeview Loan Serving, LLC marketing team and the servicer LoanCare in response to your concerns listed on the BBB complaint related to the calls, emails and letters of solicitation you wish to no longer receive. We requested you be opted out of all forms of solicitations going forward.Lakeview and LoanCare confirmed completion of the Opt Out request. 

• Initial Complaint

  Date:12/09/2022

  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 was charged/billed for flood insurance that I already had coverage for. And the cost was twice IF I needed it from my own insurance company.I have called MULTIPLE times, have faxed to number they provided as well as one on web page and received confirmation when faxed, have uploaded to their web page and they called the company to request and confirmed.Cannot reach anyone at the ********* must go through main number. At least an hour per call. Continue to be billed and late fees. Has been going on since early October. Fear others are being charged for items they do not need as well.Just spent another 45 minutes on phone and was not able to speak with a lead or manager to resolve this. Can scan in confirmation of fax when I am at work Monday as I am home today.

  Business Response

  Date: 12/20/2022

  Loan Cares summary of events with resolution:
  Customer has a condo (6 units), and,during the yearly review, it was determined that the deductible was too high per guideline. However, additional documentation was submitted by the customer to evidence sufficient coverage. 
  
  The ** (Lender placed) flood policy was flat cancelled and the ** refund in the amount of $2,588.00 was applied towards the customers escrow account on 12/05/22.
  On 12/09/22 the escrow account was analyzed the new mortgage payment (PITI) effective 01-2023 will be $1,379.44.The customers new escrow did increase, but this was due to an increase in taxes.  The shortage of $485.02 was due to the tax increase from $3,811.48 to $4,362.78.
  
  Further confirmation was obtained from the borrowers insurance carrier to provide additional information on 12/15/22.
  The flood line was updated today with coverage amount of $214,333. We have also confirmed the flood gap cycle has been cancelled.
  
  12/19/22- LoanCare spoke to ********************** to discuss the details stated above and she considers her concerns resolved.
  

• Initial Complaint

  Date:12/09/2022

  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 am *********************** realtor with EXP Realty and seller/owner/and mortgagee for the property at **********************************************************. I have attempted to make contact with the "loan assumption department" for the sale of the above property and have sent emails to ************************* no response. The perspective buyer and I have filled out the auto fill link and selected that we would like to be contacted regarding loan assumption and have received no response. We have called ************** per the solicitation from Lakeview ********* and either was connected to someone who could only help us with a refinance, or purchase for a home. After being rerouted and waiting on the phone for hours, the phone would disconnect. The Buyer under contract with my home would like to assume the loan and pay the cash difference. I have sent several emails from gbarnes@glennbarnesrealty, and ************************ concerning this, however I have received no response. When I call the number on the advertisement I am switched over to someone who attempts to get me to refinance the home, or solicits me to allow lakeview to let them handle my purchase. However, I am never connected with anyone who handles the loan assumption. It has been several weeks, and a resolution is needed. Contact attempts began November 21st. It is now December 9th and no one has reached out or emailed us. Someone should have reached out by now. Thank you,***********************-Realtor/owner/mortgagee ************ ************************

  Business Response

  Date: 12/14/2022

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed by realtor ***********************, 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. (See attachment)

• Initial Complaint

  Date:12/06/2022

  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 home loan was sold to Lakeview in August/September 2022. I attempted to setup bi weekly payments over the course of three months, and paid ahead twice to ensure bi-weekly payment was established. The first time, my initial bank payment did not go through and I was never notified. I noticed no money was being drafted out of my bank account on the 1st of November and called Lakeview. I made a payment, and paid ahead again to ensure December no-weekly payments would take effect. I called today and bi-weekly payments have not yet been setup. This is my fifth time calling and talking to a representative to establish the payments. Best course of action is to sell my mortgage to a more reputable loan servicing company who can assist me with payment setup, and one that works with third party apps ********* ***************** etc). Alternative course of action is to draft December bi-weekly payments with first draft as soon as possible, and the next draft on scheduled mid-month so ******* is paid.

  Business Response

  Date: 12/15/2022

  Summary of events:
   The servicer **************** confirmed the account reflects a request for biweekly Auto-Pay was initiated with an effective date of 10/12/2022. The customer was accurately advised of the information and requirements to set up biweekly Auto-Pay by the agents. Additionally, the Biweekly Auto-Pay Authorization Form was sent to the customer via email on 10/27/2022.
  
  On 10/27/2022, a payment that was posted to the account with an effective date of 10/21/22 was reversed for an invalid bank account number. The servicer **************** confirmed by an ******* Services analyst that NSF letters are not sent to the customer for an invalid account number. The required documentation for the biweekly Auto-Pay request was received effective 11/2/2022. The review was completed and rejected on 11/4/2022, due to the voided check not being fully scanned; and the loan not being prepaid 1-month ahead. On 12/6/2022, the customer was incorrectly advised that an escalated request for biweekly Auto- Pay would be submitted for review and set up. A Customer Relations agent contacted the customer via phone to acknowledge receipt of the complaint and set the expectation that the customer would receive follow up via phone regarding the results of the research. The research confirmed biweekly Auto-pay had not been set up on this account as the account did not meet the biweekly ACH requirements.
  
  Additionally, to date, the servicer *************** has been unable to submit a new request for biweekly Auto-Pay as the account is due for January 01, 2023 and therefore, does not meet the biweekly Auto-Pay requirements of being 1-month prepaid. A Customer Relations agent called the customer to advise of the results of the research; however, was unsuccessful in making contact. An email with the details of the resolution was sent to the customer. **************** confirmed there was no negative credit impact to the customer. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18532776
  
  I am rejecting this response because: I made a payment one month ahead on November 22, which was excluded in the statement to which ***************. Regardless of my payment ahead and confirmation from a representative that day that I had met all criteria, my bi-*************** was still not initiated. 
  

  I made another payment ahead, for the third time, yesterday, and I will close this complaint once my bi-*************** initiates in January. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/30/2022

  **************** received the payment on December 19, 2022; however, ********************** did not include a full scanned copy of the voided check.  An agent explained this to him on 12/23/22, he was informed after the complaint was filed, and he forwarded the required voided check.  The biweekly *** set up was completed on 12/27/22 and a letter is being drafted and will be sent by the *** team to confirm biweekly *** will begin on 1/6/2023.  

• Initial Complaint

  Date:12/01/2022

  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 called MULTIPLE times a day from this company attempting to get my business on a loan since we had our credit report pulled for a mortgage. I have asked them MULTIPLE times to stop calling me and the calls continue

  Business Response

  Date: 12/09/2022

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed by ***************************, 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 sincerely apologize for any inconvenience *************************** may have experienced due to solicitations and marketing offers they received. However; Lakeviews marketing team, reviewed their marketing solicitation ************** no records of solicitations being sent out to this customer.
  ********************** will consider this concern resolved based on the actions from our Marketing Team. If you or the customer can provide a copy of the letter they received or have any additional questions regarding this matter, please contact us at ************ Monday through Friday, 8:30 a.m. to 5:30 p.m. Eastern Standard Time.

• Initial Complaint

  Date:12/01/2022

  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.

  Loancare/Lakeview customer support and management are a joke. I made a payment back in November 1st which was cleared by my banking institution on November 4th but Loancare calls me saying they have not received that payment. I have sent them statements over 5 times already IN PDF forms like they asked but still arent satisfied with the proof that is clearly infront of there computer screen I have also sent over confirmation numbers and screenshots even had a 2 way call with a loancare rep and my bank rep to VERIFY that the transaction was paid and funded to lakeview loan services yet loancare again and again again refuse to believe the payment is late, They ask for a transmital form which in **** of America they have no idea what that is when i ask for it and also every associate i speak to in loancare always has sometimes different to say of what they need and every single time i get told its not enough they need more proof, there is nothing else to send for proof ive sent it all 12 page bank statements that clearly shows the transactios cleared. Loancare/lakeview need to get there act together because this is our hard working money this isnt some chump change that can just be waisted and thrown away I need someone in loancare to get this issue fix now not later.

  Business Response

  Date: 12/08/2022

  Sub-servicer advised that a separate complaint had been received. their response is attached 

  Business Response

  Date: 12/08/2022

  the sub-servicing company advised that this was a duplicate complaint. the issue had been reviewed and resolved a few days earlier. customer was advised. the letter sent to the customer is attached