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 LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There's been multiple calls to repair my payment issue but no one seems to want to fix it. Issue is with Lakeview mortgage not only is it difficult to get in contact with a representative but there tech department can't seem to fix my account. Mean while there reporting to my credit report that the payment is not being made. They have significantly lowered my score for no fault of my own.

  Business Response

  Date: 04/22/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ******* ******* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with *********.
  
  ********** Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  This loan serviced transferred to Mr. ******* subservicer for Lakeview Loan Servicing, LLC as of 11/01/2024 with monthly mortgage payment due for the 11/1/2024. Mr. ******* records show that on the 11/1/2024 monthly mortgage payment was not paid until they received funds of $1,953.52 on 2/13/2025. The funds were applied as follows:
  - $488.38 was applied toward the 11/1/2024 monthly payment
  - $488.38 was applied toward the 12/1/2024 monthly payment
  - $488.38 was applied toward the 1/1/2025 monthly payment
  - $488.38 was applied toward the 2/1/2025 monthly payment
  
  On 3/1/2025 Mr. ****** received funds in the amount of $488.38 that was applied towards the monthly payment. These funds were returned by your financial institution due to No Account/Unable to locate account. As a result, the loan became due for the monthly payment 3/1/2025, and a letter was mailed to you on 3/10/2025 advising this information.
  
  On 3/12/2025, ********* received funds in the amount of $488.38 that were applied toward the 3/1/2025 monthly payment. On 4/12/2025, Mr. ****** received funds of $488.38 that were applied toward the 4/1/2025 monthly mortgage payment.
  
  Note***Further review of the loan determined that you have a mortgage loan account with a loan number ending 6656 that is serviced by Mr. ******* subservicer for ************************** would need to use the online website of **********************************  to access this account online and will not be able to access your other account serviced by ************************ d/b/a *********************** on this website. To access his additional account serviced by Mr. ******* you must use your log-in information at ****************.
  
  As it relates to credit reporting mentioned in your complaint. The Welcome letter dated 10/22/2024 advises there is no late fees or negative credit reporting for 60-days following the loan servicing transfer date. However, under section 15 U.S.C.1681s-2(a)(1) of the Fair Credit Reporting Act (FCRA), Mr. ****** is required to report complete and accurate information to all credit bureaus. Mr. ****** is also required to report accurate payment activity to the credit reporting agencies based on actual events.
  
  Per your Promissory Note, your monthly installments are due on the first of each month. Please note Mr. ****** does not report delinquent payments to the main credit repositories if the payment is received within the month, it is due. If you believe there is an error in what has been reported, please provide documentation, such as a copy of the credit report, that substantiates any of the information reported by ********* is incorrect. You may send this information to the ******************* utilizing the information provided below.

  Mail: Attn: Research
  P.O. Box 612488
  **************************
  Fax: ************
  Email: *****************************************
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at ********** Escalation Team.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount of harassment and unnecessary calls has moved from annoying to potentially *********** think after their federal government action theyd be on better behavior but nope!Unfortunately, my original mortgage sold my mortgage to these folks in Jan 2025.I have a **** loan. That means the policies of ***** apply to my loan. which means that within the first 60 days of loan transfer, I cannot be held accountable for late fees, etc. That means if I wanted pay two months of mortgage on the 59th day, I could.Didnt stop these dummies from continually calling me asking me where my payment was. Even after I explained to them the ***** they continued to call and me that they wouldnt be able to stop calling me. I made a federal complaint.Pretty common knowledge that your mortgage is not considered late until the 15th. Never been late with my mortgage or my rent payment and I never . Here we are in April 8 with these dummies calling me asking where their money is and when I remind them, that payment is not due until 15th They like to tell me that its due on the first period so I just hung up. If youre like me and your mortgage was accidentally transferred to these people and you didnt have a say so in it consider refinancing. If in the business of looking for a new mortgage, definitely seek elsewhere. These folks had a huge data breach in faith, a huge government fine inthree years of continued reparations

  Business Response

  Date: 04/22/2025

  The servicer ServiceMac provided a resolution response to the customer regarding her concerns. 

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:I am filing this complaint against Lakeview Loan Servicing, LLC (located at ********************************************************) and their servicer Mr. ****** regarding my mortgage loan account #************ complaint concerns:1. Lack of transparency and poor customer service regarding escrow account management 2. Unexplained increases in my monthly mortgage payment (PITI)3. Inability to reach knowledgeable customer service representatives via phone number and also live chatbot Despite being a responsible homeowner who pays my mortgage on time, I have been unable to get clear answers about why my monthly payment has increased. The customer service phone system is fully automated with no option to speak with a human representative unless I am making a payment. When I have managed to reach someone, they have been unable or unwilling to provide detailed information about my escrow account and the reasons for payment increases.I have made multiple attempts to resolve this issue directly with the company. However, their automated phone system makes it nearly impossible to reach an actual representative who understands the mortgage process and can explain the changes to my account. As a result, I cannot determine why I'm paying what I am paying and what has changed to cause increases in my monthly payment.I am requesting:1. A detailed written explanation of all escrow calculations and payment increases 2. A review of my account to ensure all calculations are correct 3. The ability to speak with a knowledgeable representative who can answer my questions 4. Compensation for any improper fees or charges that may have been applied to my account I would appreciate your assistance in resolving this matter. I have also submitted a formal written request to the company directly but based on past experience, I am concerned that my concerns will not be adequately addressed without intervention.Thank you for your attention to this matter.Sincerely,Lane

  Business Response

  Date: 04/22/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ******* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with Mr.******.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Your loan was transferred on December 1, 2023. At the time of transfer, it included hazard insurance policy with *************************** for the term 1/10/2023 to 1/10/2024,and a flood insurance policy with ****** National Flood for the team 9/14/2023 to 9/14/2024, with a premium of $ 893.00
  
  On December 14, 2023,evidence of a new hazard insurance policy with *************************** was received for the term 1/10/2024 to 1/10/2025, with a premium of $ ******** which was paid on December 21, 2023. A flood insurance renewal was recorded on July 31, 2024, with ****** National Flood for the term 9/14/2024 to 9/14/2025,with a premium of $937.00, paid on August 27, 2024. On December 26, 2024, a renewal for hazard insurance was obtained and updated for the term 1/10/2025 to 1/10/2026, with a premium of $******** which was paid on December 27th,2024. On January 27, 2025, you were notified that a flood insurance policy is no longer required for your loan.
  
  An out-of-cycle escrow analysis was performed on January 3, 2024, due to the absence of a recent review. It showed annual property taxes of $3,364.06, a homeowners insurance premium of $6,610.00, and private mortgage insurance (PMI) of $977.76, totaling $10,951.82 in escrow disbursements. The base was set at $912.65, and due to shortage of $3,232.29, your monthly payment was adjusted to $2,681.80. You had the option to pay the shortage in full by March 1, 2024, to reduce the monthly payment to $ ********.
  
  A regular annual escrow analysis was completed on December 17, 2024. If found that property taxes were $********, homeowners insurance was $6,654.00 and PMI was $977.76, totaling $10,828.64 in disbursements. The base escrow was calculated at $902.39, and there was a surplus of $413.10 resulting in a new monthly payment of $2,402.18 beginning February 1, 2025. However, this analysis was later removed.
  
  A subsequent out-of-cycle escrow analysis was completed on January 29, 2025, with changes effective February 1, 2025. It determined that disbursements totaled $9,976.64, including property taxes of $ ********, hazard insurance of $ ********, and PMI of $977.76. With a surplus of $57.00, the new monthly payment was adjusted to $2,331.18.
  
  As of now, the loan is current, with the next due payment being the May 2025 monthly installment of $2,331.18. Records confirm that the hazard insurance policy for the term 1/10/2025 to 1/10/2026 is active and paid in full. The 2023 annual property taxes of $******** will be paid to ***************** by November 30, 2025.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact ********************** Team at ************ Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). 

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My escrow is constantly changing since my loan was acquired by this company.I actually fought my taxes and my property taxes were lower, yet Lakeview still says I am deficient on escrow. This is not the first time. This is happening annually. This is unclear lending and they are consistently changing what is needed in my escrow. How can my property taxes and insurance decrease yet I still owe an increase?

  Business Response

  Date: 04/16/2025

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

  Business Response

  Date: 04/17/2025

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

  Business Response

  Date: 04/18/2025

  ******** provided a resolution response to the customer. Below is a recap of LoanCares response regarding the customers escrow shortage concerns.
  The mortgage servicing guidelines require that we analyze your escrow account annually to ensure sufficient funds are collected for the payment of your property taxes and insurance premiums. When completing an escrow analysis, the projected amounts for the tax and insurance payments may be based on the prior years disbursements, unless new amounts due are provided prior to the analysis being completed. As your taxes and insurance can change from year to year, the escrow portion of your payment may also fluctuate from year to year and may result in an escrow account shortage or overage
  The latest escrow analysis was completed on March 20, 2025, and based on the decrease in taxes and increase in insurance, there was a shortage of $820.80 that was divided into 12 monthly installments of $68.40. Effective May 1, 2025, the new monthly payments are $1,667.94. The escrow portion of the payments were broken down as follows:
  Taxes $348.76 monthly $4,185.07 annually
  Insurance $402.08 monthly $4,825.00 annually
  MIP/PMI Disbursement $111.35
  Total escrow payments $862.19
  Shortage repayment $68.40
  With respect specifically to the shortage in the March 20, 2025, analysis, it appears there was an increase in the actual amount paid for insurance ($4,825.00) over what was projected based on the prior insurance premium ($3,758.00). This insurance increase led to a shortage even with a reduction in the amount disbursed for taxes.

• Initial Complaint

  Date:03/31/2025

  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.

  Business trying to get me to refinance even though I have mentioned multiple times that I am not interested.

  Business Response

  Date: 04/14/2025

  Timeline of events and resolution:
  *4/01/25- The Lakeview Issue Resolutions team reached out to the marketing team and the subservicer Mr. ****** requesting that the customers be opted out from receiving solicitations via email, telephone and mail.
  *4/02/25- The Lakeview marketing team confirmed the customers request to be opted out for solicitations was completed.
  *4/08/25- The subservicer Mr. ****** confirmed the customers were opted out from solicitations.

  Business Response

  Date: 04/16/2025

  We have attached a screenshot confirming the opt out has been completed. 

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: *************************************************************** of Communication on Financial Assistance Application To Whom It May Concern,I am writing to formally express my dissatisfaction with the inconsistent customer service and lack of communication we have experienced with Lakeview Loan Servicing regarding our financial assistance application.After experiencing a loss of employment, we proactively reached out to Lakeview to explore forbearance and financial support options. We followed all necessary procedures, submitted the required documentation, and complied with the application process in a timely manner. However, despite our efforts, we have received numerous letters from your company without any clear update or resolution regarding our financial assistance request.This ongoing lack of communication has caused unnecessary stress and uncertainty for our household. We have made multiple attempts to seek clarification, yet we continue to receive generic correspondence rather than a definitive response regarding the status of our application. This level of service is unacceptable, especially when dealing with a matter as critical as mortgage assistance.We request the following actions be taken immediately:1.A formal written update on the status of our financial assistance application.2.A clear explanation for the delays and inconsistent communication.3.A commitment to improved customer service responsiveness moving forward.If we do not receive a satisfactory response within 10 business days, we will escalate our complaint to the ************************************ (****) and any other relevant regulatory bodies.We expect prompt action on this matter and look forward to your immediate attention. Please provide your response in writing to the address listed above or via email at ***********************

  Business Response

  Date: 04/14/2025

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

  Business Response

  Date: 04/15/2025

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

  Business Response

  Date: 04/17/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ********-***** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with ********.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
   LoanCare responded to **** ********-***** concerns regarding their loss mitigation application concerns. ******** confirmed that the borrower called in on 3/27/2025 to ask the status of their loss mitigation review, the ******** agent informed the borrower of approval for a modification. The borrower then declined the modification and advised that they would rather have a forbearance plan.
  
  ******** confirmed the borrower sent in a new Borrower Response Package and Loss Mitigation Application on April 3, 2025, and subsequently, their loan was approved for a three-month forbearance plan, which is set to begin on May 1, 2025,and continue through July 1, 2025.
  
  Please note that a forbearance plan temporarily reduces the borrowers mortgage payment and allows time to manage the financial challenges affecting their ability to pay the mortgage. At least 60 days prior to the end of the Forbearance Plan,******** will send a Borrower Solicitation Package requesting updated documentation of financial circumstances.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact **************** of the customer representative ****** Holland ******.

  Business Response

  Date: 04/17/2025

  Copy of the servicer's LoanCare Response attached.

  Customer Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched flood insurance companies more than 30 days before my current policy expired to allow time for the new policy to be paid. The declaration and billing was received by my mortgage serving company on 12/19/24. The disbursement for the new policy wasnt complete until 1/2/25 and sent on a bulk check (with other policies) to the completely wrong insurance company. Since then I have had to contact my mortgage servicing company multiple times to get a correct check cut to the correct company and try to track down where they sent the wrong check. To this day no one has been able to assist finding where the money was sent and help retrieve the funds that were sent to the wrong company. I have called over a handful of times over the last 2 months and spend several hours on these calls to try to track down where the missing $1383 is and to get it back in my escrow account. No one has been able to help and there has been zero follow up with me. Because of this error, there was a lapse in coverage and now they are trying to force place the time period which was lapse in coverage. I am filing this complaint to get the funds that were sent erroneously to the wrong company by the mortgage servicer and to stop the force place policy as it was the fault of the servicer that the payment was not made timely to the correct insurance company.

  Business Response

  Date: 04/02/2025

  Your correspondence alleges that ********* delay in paying ************************** caused a lapse in your flood insurance coverage from January 20, 2025, to February *******. The *************** Policy Declaration received February 03, 2025, has an effective date of February 21, 2025, which we have confirmed is correct. In addition, we have credited your escrow account with the missing funds and provided information regarding lender-placed flood insurance coverage. 

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is for the most part satisfactory to me. The forced placed policy should have been covered by loancare as the only reason the new policy wasnt effective for January 20 was because the payment wasnt sent at the time the new policy dec page was provided in December, along with the payment that was eventually sent was sent to the incorrect company (which was a fault of loancare).
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to make mortgage payment they can't locate account even though I have paid them for 2 years. They have transferred the account to Mr. ****** and they don't show I have an account set up either even though I paid them last month . No way to talk to a live human being. All numbers I call for both businesses reach an auto attendant with no way of getting to a representative. I have no way of contacting them or doing anything online with either company. At this moment the only way I have to pay my mortgage is by mailing it in and will have no proof they will apply to my account. They are messing with my credit rating. I have gone through this ever since Mr. ****** got involved

  Business Response

  Date: 03/26/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ******** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** (MRC) is subservicing this FHLMC loan on behalf of Lakeview.
  
  Mr.******* Summary:
  Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** for assistance. Research confirms that on 12/01/2024 this loan serviced transfer from ******** to Mr. ****** and a Welcome Letter was sent to the borrowers address on file. Mr. ******* records indicate an online account was registered and active for the other party listed on the account. Mr. ****** received a payment via their website on January 2, 2025, which was returned due to an invalid account number. No dishonored check fee was assessed to the account due to the ****** transfer of servicer guidelines. It is important to note that bank account information is entered by the customer via the secure online account for payment received via the website. The pay history shows the January 2025 contractual installment was received on January 13, 2025.
  
  On March 18, 2025, Mr. ****** assisted the borrower in registering for an online account, and by updating their phone numbers on the account. The Borrower confirmed with Mr. ****** that she was able to make payment via the online account and had no further questions.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact Mr. ******* Escalation Team at ************ Monday through Thursday from 7 ****** 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you,

  Customer Answer

  Date: 04/11/2025

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

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to health issues and unexpected large Health bills and issues with finances we were falling behind on our payments and weren't able to afford the monthly payments so loan care restructured our loan to bring it current and to make it more manageable, however they increased our monthly payment by $300. That made it harder for us to manage the loan, as we already had a hard time with the current payment. Trying to make payments on the new amount was proving even more difficult than the previous amount so they were willing to restructure the loan to help us make it more manageable, however in doing so they raise the payment Again by another $300 a month! So when we couldn't afford $1,200 a month originally in the end they ended up moving our payments up to $1,700 a month! I thought the purpose of restructuring mortgage loans was supposed to make it more manageable for the mortgage holder, however it seems lone care is doing the opposite, in an effort to make the mortgage holder fail with payments or default on the loan. They have not done anything to help us make the mortgage payments more manageable even though we've shown them proof of financial hardship. We've tried to reach them numerous times during the restructuring of the loan yet was told by numerous people that there was no one we could speak to and customer service didn't have any of the information regarding our loan that could help us so we basically could not get in touch with anybody to help figure out the best way to manage this loan restructure. So now our loan payments are up well over ***** from the original payments making it even harder to maintain than it was to begin with. The fact that we can't reach anybody specific at ********* to talk to regarding this has proven extremely difficult, as for the agreement and for the law we are supposed to have a specific person that we can contact and remain in contact with to speak to regarding our mortgage agreement and are restructuring.

  Business Response

  Date: 03/14/2025

  Upon receipt of this complaint, Lakeview started an immediate investigation with LoanCares Escalation Team to obtain a resolution response regarding the customers concerns.We do apologize for any inconvenience you may have experienced.
  
  ******** provided a resolution response to the customer on record. The email listed on the BBB complaint differs from the one on record, therefore, we are unable to enclose a copy of LoanCares resolution response via the BBB portal.
  
  To have ***** ***** added to the account as an authorized party for all communication, please have ******* *. ***** *** execute and return the enclosed Authorization Form. For your convenience we have enclosed a copy of LoanCares Authorization Form. 

  Customer Answer

  Date: 03/17/2025

  I am already on the mortgage documents as an authorized signer in an authorized party. If you check the loan agreement you will see that I am already an authorized party on it. Which tells me loan care does not even bother to check their information

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23003308
  
  I am rejecting this response because:

  I am already on the mortgage documents as an authorized signer in an authorized party. If you check the loan agreement you will see that I am already an authorized party on it. Which tells me loan care does not even bother to check their information
  
  Sincerely,
  
  ***** & ******* *****

  Business Response

  Date: 03/24/2025

  ***** ***** is on the deed of trust as a non-obligor. Therefore, ******* ***** would need to send in a third-party authorization form to allow her to discuss the loan.
  On March 20, 2025, ******** emailed Mr. ***** and provided him with a copy of the Third-Party Authorization form.

• Initial Complaint

  Date:02/26/2025

  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.

  My husband and I started the process of doing a heloc which is pulling equity from our home. We started the process back in November. Lakeview advised us this was about a 45 day process. We are almost 4 months in and we have not received our signed documents nor our $178,641. We have been trying to get answers from Lakeview and to no avail nothing is getting done. The money is supposedly with **********. It seems as though no one can help us and maybe we need to get a lawyer and courts involved for some resolution. And I want to avoid that but it that is what it takes. Then so be it.

  Business Response

  Date: 03/06/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ***** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  Upon receiving your complaint, we reached out to our refinance department and opened an investigation. The refinance department confirmed no application found in their system.
  
  On February 26, 2025, in our letter of acknowledgment to your complaint we asked for the name of the agent you stated you were working with or an application number.The agents name you provided, ****** ********, does not match any agents in our database. We asked you to provide copies of any document showing you have been working with Lakeview; we have not received such documentation.
  
  Lakeview considers this concern closed. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, you are also welcome to contact Lakeview, per my contact information below.  We are here to help assist and appreciate the partnership.  Thank you.