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:01/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a VA home loan with Lakeview serviced by ********. I'm divorced and started the process to remove my ex-wife from the loan around 03/2024. After several unhelpful and misleading calls, I was finally transferred to the assumptions department. I completed their necessary paperwork, submitted the divorce decree showing the courts decision, and paid the processing fee for "spousal removal." They later requested the quit claim deed which I emailed to ************************* I've even uploaded the documents. No follow-up call or correspondence was received ever. I called and spoke with another representative who said everything was completed in June. In December, I login into my account and my ex-wife's name is on all statements and now tax forms! I call ******** and no one has any clue about anything. I've placed several calls AGAIN asking to be contacted, but still no correspondence or follow-up. And now I'm being told to contact Lakeview. PLEASE HELP! ******** Employee ID #'s 9551, 2751, 4617, 9560, 4885, 827-37.

  Business Response

  Date: 01/31/2025

  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: 02/07/2025

  We received correspondence from the Better Business Bureau regarding your concerns. We are committed to providing exceptional service and resolving your concerns. The purpose of this letter is to provide you a response to the concerns raised in your correspondence.

  
  Our records confirm the assumption process has been completed as of January 22, 2025. We have enclosed a copy of the response that was mailed to you. You spoke with one of our representatives on January 27, 2025, who confirmed that ****** **** has been removed from the loan.

  
  We regret that you did not receive the service you expected. We appreciate your patience as we worked to resolve this matter.

  Customer Answer

  Date: 02/19/2025

   
  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:01/16/2025

  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.

  I have called this company several times to try and receive an application to assumable loan application. I have been calling several times regarding an application no one is available to help. I have not received the application I have requested. I would like this escalated.

  Business Response

  Date: 01/30/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***** ******** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who 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.

  
  Upon receiving this complaint, we reached out to our Lakeview assumptions management team and conducted our investigation. The team confirmed contact was made with the customer and the welcome package emailed. The customer is in the process of gathering all the required documents to move forward with the assumptions review.

  
  We will consider this concern resolved based on the actions of our assumptions team.

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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 filing a complaint to Lakeview Loan Servicing and their third party customer service contracts for lack of transparency in disclosure of cutomer information pertaining to accounts. I have called three times to try to get a answer as to why my mortgage payment has grown substantially more than ***** dollars. My taxes and insurance have not grown to explain this overage. I have had multiple withdraws to escrow and corrections for errors and calculations through this company. I am asking for an itemized detail explanation why my taxes and insurance have basically remained the same and my mortgage has grown. I had no issues previously until the mortgage was sold to Mr. ****** the insurance company under the Umbrella Lakeview. I have already sent message to their " complaint" email form with no resolution. No one is able to explain what my mortgage amount will be and why so much money was taken out although I had a funded escrow account. I have homeowners exemption. I have a second mortgage downpayment ***** that is to only be paid if I refinance and sell. I am hoping they have not merged these two and done any finagling.

  Business Response

  Date: 02/10/2025

  Your loan originated on August 17, 2023, with ***********************,LLC. The servicing was transferred to ************* on behalf of Lakeview Loan Servicing, LLC on October ******.  The first monthly payment was due October 1, 2023, for $2,863.64. Per the Closing Disclosure, an escrow account was established as follows:
  
  Hazard insurance -$261.91 per month = $3,143.04 per year
   County Taxes - $243.71 per month = $2,924.52 per year
  
  The homeowner insurance renewal premium increased by $101 from one year to the next (from $3,143.04 to $3,244.00). Your annual property taxes also increased significantly higher than the amount that was estimated at closing ($2,924.52 to $7,313.50).
  
  Additionally, we received notification that your property had undergone a flood zone determination that confirmed you are now in a Special Flood Hazard Area. When proof of *************** was not provided, A Lender Place ********* (LPI) policy was paid for policy term 11/15/2024 through 11/15/2025. The lenders policy was cancelled but, due to a lapse in coverage from 11/15/2024 through 12/21/2024,the full premium amount was not refunded. The premium owed for the flood insurance lapse ($281.98), also contributed to the shortage amount determined.
  The combination of the higher premiums paid for the escrowed items resulted in a large escrow shortage when the escrow analysis was performed on 12/4/24.

• Initial Complaint

  Date:01/15/2025

  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 homeowners insurance policy is supposed to be paid through the ****** account with my mortgage company. My insurance policy was cancelled on September 30th for non payment. I only found this out when I tried to file a claim after a tree fell on my house and made a couple holes in the roof during a snow/ice storm last Friday. I called the Lakeview and they said I'm responsible for getting another insurance policy and fixing my own roof. They also threatened to foreclose on my loan for not having insurance. In May of 2024, they also threatened to foreclose on my loan because they continuously made accusations that I didn't have insurance and took it upon themselves to put a policy in place with money from my escrow account and refused to refund it when I sent proof that I already had an active insurance policy. They claimed that the previous mortgage holder did not forward them the insurance information when they sold our loan.

  Business Response

  Date: 01/29/2025

  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: 01/30/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***** *********** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who 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 (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, ******** (a non-affiliated and separate company) subservices this loan on Lakeviews behalf. Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
  ******** research confirms that on January 15, 2025, you contacted ******** to advise of recent damage to your home and to obtain correct insurance information. We are sorry to hear about the recent damage to your property. After further review, ******** can confirm the ************************** policy was cancelled effective October 1, 2024, due to nonpayment. ******** issued a lender-placed policy from October 1, 2024, through January 17, 2025, and this policy was covered by ******** with no charge to you.
  ******** has since updated their records to reflect the preferred insurance carrier as ************************** with a policy period from January 17, 2025, through January 17, 2026. Funds of $980 were disbursed from the escrow on January 30, 2025, for this premium. The lender-placed insurance was cancelled on January 17, 2025. At this time, please reach out to *********************************** at **************, to file a claim and schedule an adjuster to come assess the damages your home sustained.
  LoanCares records were reviewed, and we were unable to substantiate the discussion regarding foreclosure proceedings. Your loan is currently in good standing with no pending foreclosure action.
  Lakeview will consider this concern resolved, based on the actions of the servicer.

• Initial Complaint

  Date:01/12/2025

  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.

  My wife and I have had a fresh start with paying the mortgage payment during the year of 2024, when the payments would not go through the online payment option, my wife started to pay over the phone, starting in January. Everything was going well until April of 2024 when they seemingly, according to our statements we get, charged us double in April and then was carried over in May. We were able to pay in May, but that was later changed somewhere and was applied to June instead. In a statement provided by the company, May was never paid + on top of double charge from April. We were able to pay for July up until September when we noticed the payments are not being applied to our mortgage but being taken from our bank account. Since October of 2024 we have been getting a run around of this situation on what is going on with our account and nothing is being escalated about the account issues that ********************** - ********* as caused and the representatives refuse to give an update, time-lapse, a time frame, or a plan of action on when they are going to fix it and stated that the payments are noticed up till approx. September and need to applied. They've said this since October with still no fix in sight. We have the funds to make the account current, but we are at our wits end with this company because of the refusal of services and solutions to the problems THEY (lakeview- Mr. ******* caused. The disorganization needs to be addressed.

  Business Response

  Date: 01/21/2025

  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 BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all the administrative handling of our mortgage loans. In this instance, Mr. ****** is servicing this loan on behalf of Lakeview.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** to start an immediate investigation. After reviewing your loan, it was determined that your loan is currently due for the monthly payment of June 2024. Further review determined that you initially reinstated your loan in January 2024, you continued monthly payments from February 2024 to April 2024; however, Mr. ******* system shows the May 2024 monthly payment was completed on June 2, 2024, and there were no payments received in May 2024.
  
  The servicer Mr. ******* system shows you attempted to make two payments in August 2024, one on August 2, 2024, and another on August 30, 2024;however, the payments were both returned from your banking institution due to insufficient funds. Demand letters were sent to you on August 1, 2024, and September 3, 2024, advising you of the loan status and advising you to contact the servicer Mr. ****** for any financial assistance needed. Your loan referred to foreclosure on October 17, 2024, and a letter was sent to you on October *******, advising you that the loan referred to foreclosure.
  
  You contacted Mr. ****** on November 26, 2024, and requested that a workout case be opened and as such a workout case was opened. A loan modification application was sent to you on November 28, 2024; however, no documents were received, and the workout case closed automatically on January 2, 2025. Currently the loan is due for June 2024 monthly payment and there are no open workout cases. Mr. ****** enclosed a loan modification application with their response to you for your convenience, we ask that you provide the requested documents to Mr. ****** to complete the loan modification application.
  
  Please keep in mind that Mr. ****** will review every option in an effort to assist you, it is also important for you to know that workout options are not guaranteed and are dependent on several factors, including unexpected hardships,
  changes to your income, and expenses, delinquency and payment history, total amount due, and other conditions
  that may be unique to each individual, as well as programs that are available at the time of application. If you have any questions or concerns, we recommend you contact the ************************************* at ************.
  
  We trust this is responsive to the complaint. If the customer has any additional questions or wishes to discuss the matter further,the Mr. ****** specialist.

  Customer Answer

  Date: 01/23/2025

   
  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:01/10/2025

  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.

  Lakeview is the company that has taken over my home loan. They have changed their phone service and I can no longer speak to a person regarding issues about my loan. When I call their number a robot answers the call. When I explain to the robot what I wanted to do, the robot said it did not understand and would hang up! I tried a number of times and could not speak to a person. I was trying to make my February payment early. That was what the robot could not understand. I would like to have a phone number that I know I can use to contact them.

  Business Response

  Date: 01/24/2025

  On January 21, 2025, Mr. ****** provided Mr. ****** with the following response sent via email:
  We want to apologize for the frustration you recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future. For your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy,it will automatically recognize you when you are calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number.
  
  Our automated phone system is designed to help you ?nd what you need quickly,without waiting for an agent. To do this, it needs to know why youre *********** can say things like, Make a payment, Get my statement, and other self-service items. While we realize that sometimes you may want to speak directly to an agent, our system will ?rst need to know what you would like to speak to an agent about. Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. If you have any questions or concerns, please feel free to contact us at ************.
  
  Per Mr. ******* system the customer spoke to a representative on January 22nd regarding his dissatisfaction with the automated telephone system. The agent explained that there is no way to bypass the automated system.
  
  We apologize for the difficulties in reaching an agent with the subservicer ********** We appreciate the feedback. Lakeview is always here to help should you need anything in the future. Please feel free to contact us at the telephone number below. The account is paid ahead and due for April 01, 2025.
  

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22794404
  
  I am rejecting this response because:
  The response doesnt indicate they have done anything to correct the communication issue. They refer to a phone number below but do not show the number. 
  The action they took to reduce the ability of customers to be able to reach them, indicates they have a problem with customer service and, as I am a customer I would like to see them address their problem. 
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/29/2025

  Mr. ****** provided the following response:
  On January 27th, Mr. ******* escalation agent spoke to Mr. ******* he expressed his frustration with navigating the *** telephone system   and having to go step by step through the prompts to get an agent. He suggested that Mr. ****** provide every customer with a step-by-step instruction on how to navigate their telephone system. The representative walked the customer through the items that can be self-served through the *** system as well as the prompts to allow for a live agent discussion. Mr. ******* feedback will be shared with Mr. ******* customer experience team.
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22794404
  
  I am rejecting this response because: The solution they tried to describe was not reasonable. Part of it requires the customer to lie when answering a question. I dont think this should be required. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/04/2025

  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.

  This loan servicer advertised their insurance services to me and I ended up switching two years ago. At first they were nice, the insurance agent was competent and answered all my questions. Then when it came time to renew my policy for my house (in September), they have sent a check to the insurance company (Lakeview ******************* solutions) literally located AT THE SAME building a check in the amount of $1425 on August 20th, 2024. Then in September the insurance company tells me they didn't receive the check. Then they themselves proceeded to call the mortgage company asked to send another check. That did happen in October. Well then the insurance company has sent me that second check. The issue is I never received it so in December of 2024 they sent me a letter stating that they need proof of insurance and this is when we found out that they sent me a check that I never received. I ended up getting a different insurance provider and I still don't have the check! Meanwhile my escrow balance went below 0 and no one that I have spoken to is competent enough to help in this situation. I just don't understand why am I supposed to be paying for some random insurance my servicer put on my house and why THEIR OWN insurance agency is so incompetent. Today 01/05/2025 I finally received the check in the amount of $14.25 instead of $1425.00! I mean I am not sure who else to complain and how to get my money back at this point.

  Business Response

  Date: 01/17/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by Iana Cherkashova.    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, Mr. ****** 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 Mr. ************* As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible. 

  Business Response

  Date: 01/31/2025

  Lakeview Loan Servicing LLC (Lakeview) is in receipt of the recent complaint filed by Iana Cherkashova.Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all the administrative handling of our mortgage loans. In this instance, Mr. ****** is servicing this loan on behalf of Lakeview.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** and the Lakeview ************************* to start an immediate investigation. As expressed in our conversations please note that we do apologize for any inconvenience you may have experienced. We have since confirmed that you received the refund check in the amount $1425.00 sent to you on 01/07/2025.
  
  After further review of your concerns regarding the lapse in insurance coverage between the dates of 9/9/2024 and 12/27/2024. Mr. ****** will cover the cost of the lapse in coverage in the amount of $453.00. ********* confirmed they have added $453.00 to your escrow account so that they may disburse the funds for the lapse in coverage on your behalf, in February 2025 resulting in no additional cost to you. Lysiane a Mr. ****** manager who has been actively involved get this revolves with us has emailed you an updated transaction history depicting the funds deposited into your escrow account (Trans 127).
  
  Lakeview considers this complaint closed with the actions of the servicer. Thank you for allowing us the opportunity to resolve this complaint, customer resolutions are our priority.
  
  If the customer has any additional questions or wishes to discuss the matter further, the Mr. ****** manager .

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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.

  Im trying figure out why there were 2 payments made for *** in the month of December when my loan was just transferred over to lakeview?Flagstar had my loan prior and paid the *** every month and the one month my loan was with Mr ****** online for November they paid pmi as well so the pmi should not be in arrears.

  Business Response

  Date: 01/08/2025

  Mr. Coopers investigation determined the following explanation and resolution:

  Our records show that the servicing of your mortgage transferred from Mr. ****** to Lakeview Loan Servicing, LLC, subserviced by Mr. ****** effective December 1, 2024. Prior to this date, the previous servicer's practice was to pay the MI premiums for one month in arrears or for November in December, followed by the December premium in December 2024. Mr. ****** issues payment for the current month's MI premiums. Consequently, two MI premium payments were made from the escrow account in December 2024 for both the November 2024 and December 2024 MI premiums. The next scheduled MI premium payment will be in January 2025.

  
  We recognize that this sequence of events may have led to some misunderstanding. However, these payments were executed to ensure the continuity of the MI coverage and to prevent any lapse in the borrower's insurance protection.
  On January 7, 2025, Mr. ****** made an attempt to reach the customer, however, was unable to connect, a voicemail message was left.

  Business Response

  Date: 01/08/2025

  Please see attached response letter with enclosures. 

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview did not pay property tax on time through my escrow account, resulted in tax penalty at an amount of $178.35. Lakeview paid the $178.35 of tax penalty through my escrow account. ********************** refused to refund me after many rounds of phone call communications.

  Business Response

  Date: 01/10/2025

  This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully requestsome additional time. We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 01/10/2025

  This complaint and the borrowers requested resolution includes several variables that require input from various lines of business. As such, we respectfully requestsome additional time. We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 01/15/2025

  Shortly after receiving a request to remove escrow for the required escrow items, the supplement tax bill was received and paid as a courtesy. The penalty had already been assessed as the direct bill to the borrower has not been paid. The Supplemental Tax Disclosure form advises that that particular tax bill is the property owners' responsibility.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22707070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 01/16/2025

  The reason that I requested to close the escrow account is because the due date (01NOV2024) has already passed, and Lakeview did not do the job.

  Since 01Feb2024, each month I have been contributing $1300 to the escrow account, with that much contribution I do not have money left to pay the property tax.

  Lakeview claimed it's not their responsibility to pay the supplemental tax, then why did you collect the $1300 into my escrow account?

  The reasoning is simple: you collect the money, then it's your responsibility to pay it. 

  Business Response

  Date: 01/22/2025

  Reply to rebuttal. evidence to justify the action taken in response to borrower complaint

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22707070
  
  I am rejecting this response because:
  

  Lakeview collected $1300 each month starting from 01Feb2024, then did not pay the property tax; after this much contribution each month, I do not have money left to pay property tax any more. They collected the money, then it's their responsibility to pay the property tax. 
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:12/18/2024

  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 am filing a complaint regarding a significant discrepancy in my escrow account with *********************************, which they have been unable or unwilling to explain adequately. This is the second time Ive raised this issue, and three separate mortgage professionals have also flagged concerns. According to ************************ premiums increased from $2,817.46 to $4,311.15 annually. - A mortgage insurance policy was purchased for $2,352.36, resulting in a $9,847.86 escrow shortage. These figures do not add up. My questions remain unanswered: - Why is my insurance being charged at $1,000/month when loan officers confirm it should be about $200? - Did Mr. ****** force-place insurance? If so, why werent we informed? - Was a replacement cost estimator used for coverage determination? - Why does my $2,000/month escrow payment far exceed the necessary amount? The lack of transparency is causing financial hardship, and despite repeated inquiries, Ive received no clear explanation. I request the BBBs assistance to: 1. Provide a detailed breakdown of escrow charges. 2. Investigate potential forced-placed insurance or policy errors. 3. Adjust escrow payments to accurate amounts.

  Customer Answer

  Date: 12/18/2024

  I have attached information that I have gotten in relation to my escrow.  Thank you.

  Business Response

  Date: 12/31/2024

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

  Business Response

  Date: 12/31/2024

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

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22704623
  
  I am rejecting this response because I believe that this should have already been looked into since this is not the first time Ive made this complaint.  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/05/2025

  
  I am writing to express serious concerns regarding the force-placed insurance and escrow discrepancies on my mortgage account. Despite multiple inquiries since my account was transferred to *** ****** in July 2024, I have not received a satisfactory resolution. This issue mirrors concerns raised in the ***** v. Nationstar Mortgage case (2014), where consumers reported improper practices related to force-placed insurance, and given that *** ****** was formerly Nationstar Mortgage, this raises further concerns about how our situation has been handled.
  I have patiently waited for a resolution, but given the ongoing lack of clarity and the financial strain this is causing, I am requesting immediate attention to the following matters:
  I will start with questions pertaining to the Force-Placed Insurance:
  - Was force-placed insurance applied to our account, and if so, can you clearly explain the justification for this action?
  - When was force-placed insurance applied, and why was it deemed necessary, especially considering that we had adequate homeowners and wind insurance with ***************** at the time of closing in July 2023, as required by the mortgage terms?
  - Were proper notifications made regarding the application of force-placed insurance, and were all attempts made to verify existing insurance coverage before applying it?
  - In the escrow analysis provided, there were references to "escrow adjustments," which it appears may have been used to justify the additional charges. Was this an attempt to cover up force-placed insurance under a different term?
  - Is the force-placed insurance still active on our account? If so, I am requesting its immediate cancellation, as we have always maintained adequate insurance coverage.
  Further, I would like clarification of the escrow discrepancies indicated on our account. I would like *** ****** to provide a complete reconciliation of our escrow account to ensure that all charges are accurate and justified, particularly in relation to the force-placed insurance.
  - Why did our monthly mortgage payment increase after *** ****** acquired our loan in June 2024, especially considering we had insurance in place at the time of the mortgage closing in 2023?
  - Can they explain why force-placed insurance was applied at all since we were in compliance with the insurance requirements?
  In addition, I would like an explanation regarding labeling of charges and the benefit this has to *** ******.
  - Were the additional insurance charges categorized as force-placed insurance, or were they labeled differently, such as ****************************************** or Escrow Adjustment?
  - How does force-placed insurance benefit *** ****** or its affiliated entities? Was this charge applied in a manner that increased revenue for *** ******* or was it used to increase the funds in their control through escrow adjustments?
  Consequently, I am interested in the discrepancy in Insurance Premiums.
  - Can *** ****** provide a detailed comparison of the premiums charged by ***************** with the charges listed on your statements over the past year?
  - What specific changes or adjustments justify the discrepancies in coverage and costs?
  Finally, I am making a request for immediate resolution.  Based on our review, we believe the amount owed to us due to these discrepancies is $9,000. I would like *** ****** to confirm this amount and initiate reimbursement for any unjustified charges.  Given the significant delays in resolving this issue, we are requesting that this matter be fully resolved by January 24, 2025.
  It appears that force-placed insurance is the only explanation for the insurance shortage impacting our escrow account, despite having adequate coverage with ***************** at the time of closing in July 2023. Again, why would force-placed insurance have been applied at that time, especially since the required insurance was in place? Additionally, the increase in our monthly mortgage payment after *** ****** took over servicing the loan suggests this issue falls under their responsibility.
  If the force-placed insurance is still active, we request its immediate cancellation, and a full refund of any charges associated with it.
  It is concerning to note that *** ****** (formerly *******************) has faced numerous complaints from consumers related to force-placed insurance and escrow discrepancies. These issues include unauthorized charges, lack of clear communication, and poor customer service regarding force-placed insurance policies. Given the frequency of these complaints, it seems that this practice is systemic, and I am worried that our account may be yet another example of these improper practices.
  We are prepared to take legal action to ensure that our rights as consumers are protected and that we receive the necessary compensation for any wrongful charges.
  Thank you for your immediate attention to this matter.
  Sincerely,
  ****** ******
  ****** ******
  

  Business Response

  Date: 01/13/2025

  Mr. ****** provided a resolution response with enclosures.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22704623
  
  I am rejecting this response because:  I do not see the enclosures.
  
  Sincerely,
  
  ****** ******