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:11/23/2022

  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.

  I am in the process of selling my home, closing has been delayed because Lakeview is not providing the ***** of ******** documentation for *************************, with Massachusetts ********************* and ********************* ************************* signed an Assignment of Mortgage when my loan was transferred to a different servicer. OKC ********************** has been requesting this documentation for over 10 days now and again this has stalled my closing. I am incurring more costs each day and we need the ***** of ******** documentation as soon as possible. My representative with OKC Abstract is Jaden ********************** ************.

  Business Response

  Date: 12/05/2022

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

• Initial Complaint

  Date:11/16/2022

  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 have opened several tickets (Ticket # **********, **********, **********), called several times, and sent several emails to ****************************** which the company socializes online but no longer supports regarding a refund for the duplicate auto-payment for $2,441.03 that I did not authorize or was aware of. On 11/10, I made a one-time payment because (1) my November payment was still due and (2) I did not see any pending payments in my payment history. Friday (11/11), I checked my bank statement and saw the $2,441.03 payment withdrawn from my account. This was a red flag as my one-time payment was for $2,461.03; therefore, I opened a request for a refund. Saturday (11/12), I called to see if my ticket (**********) was received and could be processed. Since it was done incorrectly, I stayed on the phone with the representative to ensure the next ticket (**********) was filed correctly with the needed information. The representative informed me that this ticket was submitted. I also requested for the welcome letter to be sent to me again since if I received this initially, we wouldnt have this churn. At this point, I have submitted a dispute transaction/investigation with ***** Fargo as I have made several attempts (check phone recordings from 11/01 to 11/16) to get a refund from the company as my loan recently transitioned to LakeView Loancare and called multiple times trying to understand how transition would be manage and even stating I do not receive a welcome notification. Being a new customer of ********************** Loancare, it is disappointing that I cannot get a straight answer on (1) if auto-payment was being set up on my behalf and (2) what is required to get my refund accepted as the request form does not say I need to submit a pdf that shows my name and Ticket ********** was done on the phone with a representative. Note image of my inbox showing no recent communication from this establishment regarding my refund status.

  Business Response

  Date: 11/28/2022

  On 11/22/2022 Office of the customer *************************** spoke to ****************** and acknowledged that she was not given proper notice of the auto draft before she scheduled a one-time payment,causing the double payment. In Addition, the duplicate payments made from her bank account was discussed and she confirmed that one payment was returned to her bank account on 11/21/22. ****************** confirmed that she had her bank re-call the payment, due to the delay from the servicer LoanCare in refunding the payment. ****************** was advised that she was not charged any fees due to the reversal and that her account was still under RESPA protection, so there was no derogatory credit reporting.  The customer had no further concerns. 

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so disappointed and stressed out due to the non-communication with Lakeview Loan Servicing. We have called Lakeview numerous times and got the runaround. We also tried emailing and get no response. This is unacceptable. Last April we checked into having our daughter assume the assumable loan, but it did not work out. We are now selling our house and the buyer would like to assume our loan. I have emailed ******************* 4 times and the loan assumption department 2 times and have not received any responses within the last week. In each email, I have expressed the urgency as we are closing on our new home in early December. Every time I call Lakeview Loan Servicing I can never talk to a real person, I have to leave my number, and only once did someone return my call (11/4) to not be able to help us, but she did say she would pass it on to her supervisor who we never heard from. Our real estate agent, ***********************, has also called and left messages and has emailed ******************* to not get a response. When she does talk with someone they tell her they will pass it on to their supervisor or loan assumption department and she never hears back from anyone. Who can help us with having our buyer assume our loan ASAP?

  Business Response

  Date: 11/15/2022

  We are sincerely sorry to hear of the customers situation. Upon receiving the customers complaint, we immediately reached out to our assumptions department for assistance. As information our assumptions department is experiencing high volumes of which we apologize for at this time. The team is working diligently to assist all customers with their application processing.

  Lakeview will consider this concern resolved based on both the responses from our assumptions department and an email received from the customer on 11/14/2022 that they have been contacted and provided with the necessary instructions.

  Customer Answer

  Date: 11/20/2022

   
  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:11/10/2022

  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.

  Loan Number: ********** have an error on my monthly escrow and needs to be reimbursed for all the extra money you charged me.Im a permanent disable Veteran therefore my property taxes are exempt and need to pay only $1840.72 a year. My home insurance is $3824 a year which is a total of $5664.72 between tax and insurance, divided by 12 months it equals $472.06 ,yet youre taking a $1,105.93 monthly towards escrow. Thats an extra $633.87 thats they are taking a month.Ive called about this issue but the person in customer service transferred me to another department who didnt answer.This is a lot of money for a disable person and Im willing to take this to a Wounded Warior lawyer if I dont get an immediate response.I need my money back for the difference immediately and also adjust my monthly payment to the correct amount.My email is ************************* Thank you.

  Business Response

  Date: 11/21/2022

  In ******************** tax lines have always been correct, as the tax documents reflect.  The customers homeowners policy non-renewed effective 01/08/22, when replacement coverage was not received the loan servicer initiated for lender placed cycle.  The customer obtained a new policy for the term 02/17/22-02/17/23. The ************** was updated and the premium amount of $3,773.00 was disbursed and sent overnight. 
  
  There was no LoanCare error with the voluntary policy being non-Renewed and the lender placed lapse premium being issued on the loan for the term 01/08/22-02/17/22 due to there was no active coverage in place. The customer did not obtain a replacement policy until 02/17/22, which had a much higher premium (old premium was $1.926.35 and new premium is $3,968.00 that was reduced to $3,824.00).

• Initial Complaint

  Date:11/03/2022

  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.

  They are using the forebearance plans and federal laws for Covid 19 against people that are struggling. My forebearance was only supposed to last from May 2021 to August 2021 and it's now November 2022 and they still will not help me! They keep promising me documents that they don't send, when they do send documents they are the wrong set with so many errors it's ridiculous, then after asking them to correct them they would wait so long that I would run out of time, then act like it was my fault I didn't return the document. They refuse to take my ex husband's name off on my loan even though I've given all the required documents to remove him. They then put my home in foreclosure, and apologized saying it should've never been in foreclosure since it was their fault but are still requiring me to pay all the foreclosure costs and attorneys fees. I'm still waiting for them to correct my paperwork and I know if they ever do they'll find a reason why it's not valid or out of time. Please don't trust this company. They also refused to let me make payments until they get me paperwork, and now I'm so far behind they are telling I'm going to lose my house because eof their negligence this was definitely their plan all along.

  Business Response

  Date: 11/18/2022

  Customer satisfied with action offered but has elected to payoff the loan balance.

• Initial Complaint

  Date:11/01/2022

  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.

  What happened We received a letter from Lakeview Loan Servicing LLC informing us that a security incident occurred through a third party that services our loan. The later was sent Sept 27, 2022. This breach occurred from Oct, 27, 2021 to Dec 7 2021 . The third party was Lakewood loan . The information that was breached was social security number and a name. There may have been other loan information leaked. When I called to inquire what if any other information was released, I was told they did not know.; therefore I have to go under the assumption that my information was breached. I then asked why the letter was sent out a full year after the breach. I was told that the letter was sent as soon as they were notified. They offered identity monitoring for credit monitoring fraud consultation, and Idenity theft restoration. They included a website and membership number to enroll. They also included other steps you can take such as fraud alerts for banking , and credit bureaus or credit freezes at all three bureaus.. The rep from Lakeview Loan servicing told me that the third party servicing the loan was Lakeview Loan. So they knew the breach occurred one full year before we were notified. The dog is chasing it,s tail here. Their own company subservice knew but did not notify the parent company? I find this very hard to believe. I feel that these notices were woefully and neglectfully derilic in their duties in respect to the servicing of our loan. Even if they were not sure whose information was leaked they should have notified all customers that they may have been subject to this breach. T his is the only notice we received.. I have placed alerts on our banking accounts and already have ID protection. I also think that a years protection is insufficient. Fraudsters could have been selling our information on the dark web for over a year now. And we know that it could take another 3 or 5 years before our information is used.. I really feel that they mishandled this.

  Business Response

  Date: 11/02/2022

  Lakeview takes all matters very seriously regarding our customers information.  We understand your concerns.  Kindly see our written response attached.  Please know you are always welcome to reach out to Lakeviews Issue Resolutions team directly should you have any further questions. We are here to assist.  Thank you for being a valued customer.

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a deferment package to apply to my mortgage in early September. On the day it was requested I was told I would receive paperwork via ***** within that week. It was never received and I called the company about 3 weeks later to inquire about my paperwork to which they said they would request a mobile notary (1st call). My second call the next week (or week after), the agent stated that theyre still waiting on the mobile notary person to contact them back (************). 1.5 weeks later, I answered a call from LoanCare in which the agent asked me if I had gotten my deferment package signed, to which I replied no, yall are working on a mobile notary appointment for me. The agent replied that I had to call ************ and request an appointment. I did so on 10/13, left a voicemail and heard nothing in return. Called again this evening, left another voicemail. I dont understand why the first two agents couldnt have given me the number to resolve this myself or why they cant resend the documents via certified mail or ***** so I can take care of it with my own notary. Im 8 weeks into this now and its causing so much stress.

  Business Response

  Date: 11/01/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans. In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  

  We are sincerely sorry to hear of the customers situation. Please see the servicer LoanCares summary and resolution attached.

  Lakeview will consider this concern resolved based on the actions from the servicer LoanCare.
  We are here to help assist, thank you.

  Customer Answer

  Date: 11/03/2022

   
  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:10/12/2022

  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 purchased my home through Lakeview June 2020. Since then I have had multiple issues with there services.I contacted them in December to because I was not happy with their services and was trying to refinance to another company. The reason was bc there refused to correct the amount of my mortgage after my homestead and veteran disability tax exempt was approved. I sent them proof multiple times. I had I also lost my protected statues job I had due to COVID. The company pulled their lease bc we could not do our job from home. It is almost impossible to replace a job that will work with me based on the requirements the V.A disability and my disabilities. I had to file for SSDI. There is no time frame it can be completed. In the interim I have been renting out a room to make ends meet but I don't get a monthly paycheck. Anyways this was all communicated over many calls. In February forbearance was ending and also I was denied refinance bc of mortgage rates.I called Loancare to see what my options were. The tech said I qualified for a mortgage modification, submitted the paperwork. They said 30 days. It took a month to even get the paperwork in . I sent in the same paperwork to all three of the options. By time that happened, they said that they had start it all over again. I got several reasons why. 1. Because it took to long 2. My loan servicer denied me 3. No one ever sent paperwork to the V.A. I have to fill out yet another packet and they put me on another deferment. This time it took 60 plus days to make a decision to deny me for the loan mod. NO AJUSTED MORTGAGE AMOUNT w/o taxes. This is end of July 2022. I contacted my V.A rep to get some enrollment bc I feel like it is turning predatory. I tried to bring my rep I to all communications with the loan company .nothing.Filled out yet another packet requesting a payment plan with the right amount due. Approved 09/14. Statement today saying I owe ****** due by November 9th 2022. No options.

  Business Response

  Date: 10/21/2022

  The Non-Approval Letter dated October 12th, 2022 includes the reason for the non-eligibility for the following *********************** programs:
  Repayment Plan
  Deficit of surplus income to support payments.
  Unemployment forbearance
  Proof of unemployment required.
  Traditional Modification Trial
  Deficit of surplus income to support payments.
  VA Affordable Mod
  The required post-modification principal and interest mortgage payment would not be affordable
  Based on your verified income.
  Office of the Customer at LoanCare made attempts to reach ********** via telephone on 10/19/22 and 10/21/22 but were unsuccessful. An email was sent on 10/18/22 with the contact information to reach the Senior Client *********************************** to assist in answering any further questions or concerns. We encourage ********** to reach out to Office of the Customer to help assist with the hardship assistance workout.

• Initial Complaint

  Date:10/10/2022

  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 had a mortgage that was sold to Lakeview Loan Servicing. In July 2022, I sold my house and the mortgage was paid in full, with a balance leftover in the escrow account. Though I have called multiple times and requested the check to be reissued, I still have not received the refund as of October 2022, with no estimated resolution timeframe.I am currently in the process of an expedited check reissue, and have been given different timeframes for response each time I call. Most recently I was told that it has not been assigned to a case manager, and hopefully it would be assigned by the end of next week.I have not received any written or email correspondence, and have to call each time to explain the issue.

  Business Response

  Date: 10/18/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans.  In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  
  We are sincerely sorry to hear of the customers situation.  Please see the servicer LoanCares response letter attached response, clarifying further details, along with a summary and resolution shown below.
  
  LoanCares Summary and Resolution:
  LoanCare research confirmed that contact was made with *************************** and an escrow refund check in the amount $2,074.11 was sent to the borrower. However, this check was not delivered due to the borrower not updating his new address after his property was sold in August. 
  
  During the conversation with LoanCare, the borrowers address was updated to ****************************************************************************** **  *****. A new check was reissued on 10/14/2022 and sent overnight. LoanCare advised borrower of the tracking and check number, he agreed with this resolution.
  
  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 ******************* at LoanCare escalations team at ***********************,Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.
  
  We are here to help assist, thank you.  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18193592
  
  I am rejecting this response because:

  While I do consider the matter resolved, I do not agree with the timeline and details in the response.  Per my initial complaint, I had to request the check to be reissued multiple times, with little information provided. Once the BBB complaint was filed, this matter was resolved in a timely fashion.  

  Thank you for your assistance in this matter!

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

• Initial Complaint

  Date:10/07/2022

  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.

  Paid $150 for a BPO to assess removal of ***. If you try to call them, the message is try to call back when we are not so busy but thy message plays all day. If you are lucky enough to speak to someone, they will give you a false hope answer and then no one follows through. Now when I call and try to select the *** option, it hangs up on me. I have filled out a contact request online and no one replies. I contacted someone at loancare corporate compliance who said she was escalating the issue and I should hear from someone in 1-2 days its been 5 days. So essentially they have stolen $150 from me. It is on my statement as 150 BPO so it is documented. They are probably trying to push out this BPO far enough so that they do not have to remove my ***. I simply would like my BPO completed and for ANYONE to follow-up.

  Business Response

  Date: 10/11/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans.  In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  
  We are sincerely sorry to hear of the customers situation.  Please see the servicer LoanCares response letter attached response, clarifying further details, along with a summary and resolution shown below.
  
  LoanCares Summary and Resolution:
  LoanCare research confirmed that contact was made with ****************** and her ************************** (PMI) concern was addressed. ****************** was also made aware of the required investor guidelines including loan to value needed to complete her request. McBrides current LTV is currently 93.5%.  LoanCare also confirmed with ****************** that her loan seasoning requirements will meet the 24 months of payment history once her December 2022 payment is made.  
  
  ***************** requested that LoanCare to hold her Brokers Price Opinion (BPO) fee of $150.00 to be used when her loan is eligible for another review of her ************************** (PMI) removal.  ***** from LoanCare advised ****************** that these funds may be applied toward her principal reduction and within 60 days reversed and reapplied to the Brokers Price Opinion (BPO) fee, of which she agreed. 
  
  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 *************************** at LoanCare escalations team at ***********************, Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.
  
  We are here to help assist, thank you.