Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

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Complaints

This profile includes complaints for Lakeview Loan Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

327 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

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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:12/16/2024
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.
******************** was transferred to some ******************** . i always pay electronically so my dec payment went to flagster . The agent at ****** said foagstar closed and went out of business .and its my problem to call my bank to reverse the payment . ******* has filed a complaint and dispute . I called flagstar they are open and no one is out of business . the agent said the payment i sent will be blocked and returned to me but takes time . so copper agent outright lied ! what kind of racket business is this? need to have attorney general investigate this company .
Business Response
Date: 12/27/2024
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 the loan, it was determined that the loan was transferred from ************* to Mr. ******* the subservicer for Lakeview Loan Servicing, on December 1, 2024. A Welcome Letter explaining the service transfer and payment information was sent on December 9, 2024.

On December 16, 2024, an agent incorrectly informed the borrower that ************* was going out of business, when it was only being service transferred. The agent also incorrectly stated that the payment made after December 1, 2024, might not be transferred. According to RESPA guidelines,payments received by the previous servicer within 60 days post-transfer will be forwarded to the new servicer within 60 days. During this period, the borrower is protected from late fees and negative credit reporting. Coaching has been provided for the agent.

Mr. ****** received a BillPay payment of $1,611.00 on December 24, 2024. $1,609.02 was applied to December.
2024 monthly payment, and the remaining $1.02 was applied to the Unpaid Principal Balance. Once the
forwarded payment is received, it will be processed and backdated to the date of receipt by the prior servicer. On December 26, 2024, a ******************* Relations agent attempted to contact the borrower; however, the attempt was unsuccessful.

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 contact is ****** *******: phone number ************ Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Standard Time.
Initial Complaint
Date:12/04/2024
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.
My husband, ****** ******, and I have a mortgage with Lake View, serviced by *********. In the week of November 18th, I used the Lake View app to schedule a payment of $1,296.68 for our November mortgage, plus $114.10 in late/NSF fees. This was to bring our account current with a $0 balance until December 1st. However, the app malfunctioned, and after waiting a few days without resolution, I used the website to schedule the same payment, which was confirmed as pending. A few days later, the payment of $1,471.90 cleared from our account, but a second payment of $1,441.34 was also pending. On November 26th, I called ********* at ************ and spoke to ******. I explained the double payment issue, and she advised I contact my bank to stop the second payment, as it could take weeks to get a refund. She confirmed Lake View would cover the $30 stop payment fee. I then contacted *****, paid the fee, and stopped the draft. Later, I logged into the app and saw I was charged $134 in NSF/reversal fees. I called again and spoke to Rakeevah, explaining the situation and asking for the fees to be waived since I wasn't informed of these fees. After a lengthy call, I was transferred to ***, who claimed to be a manager. She became frustrated when I asked for the fees to be waived, and I felt discriminated against due to previous payment issues. *** refused to waive the fees, citing prior waivers, though I had never requested any. She claimed fees had been waived on November 26th, the same day I spoke to ******, but I had already paid all fees. *** couldn't explain why fees were waived and insisted my husband needed to call to escalate the issue. She also told me that due to the reversed payment, I would no longer be able to use the app and would need to pay via certified funds. I spent hours on the phone, only to be told my husband needed to handle the issue. On December 4th, I attempted to make a payment through the app, but it was restricted due to the reversed payment.
Business Response
Date: 12/16/2024
Complaint concerns were addressed. borrower scheduled 2 payments and attempted to cancel one withing 24 hours of the date scheduled. The cancellation failed and the payment was returned. the loan service agreed to extend a courtesy and reimburse the borrower a total of $30.00
Initial Complaint
Date:11/27/2024
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 trying to pay off my mortgage with LAKEVIEW-MR ******. I requested a 'pay off quote', then followed the directions to make a wire transfer in my *************** account and send to the Mr ****** account and address provided. The first wire transfer was returned to my *************** account. I then requested an updated pay off quote and again submitted a wire transfer in my *************** account, again cut/paste the account numbers (and double checking) . And again the wire transfer was returned.The information I used for the wire transfer are ******** is not possible to talk live to anyone at LAKEVIEW but you can CHAT live. I chatted with LAKEVIEW and they say it is the fault of my bank. I called my *************** and they looked into it and reported that the account numbers given in the pay off quote are not active/correct/linked to LAKEVIEW. I feel this company is trying to NOT let me payoff my mortgage._____________________________________________________________payment instructions-Payoff funds must be remitted via certified funds (wire transfer's or cashier's check only).wire transfer Beneficiary Name:Mr. ****** Account #:************** ABA/routing ************************* Bank Name:*********************************, ******** Address:******************************* ________________________________________________________Thank you - **** *****
Business Response
Date: 12/10/2024
On December 5, 2024, Mr. ****** spoke to ********************* determined that the issue is the customer was attempting to submit the wire via the online system, and it was rejecting out prior to the wire being sent to Mr. ******* so this was an issue with her banking institution. The customer will be going to her bank branch to complete the transaction. Mr. ******* manager will monitor the loan for the payoff and provide Ms. ***** with a transaction history and payoff letter once completed. The manager also set expectations for any potential refund of remaining escrow funds, or miscellaneous payoff overage as well as escrow items that may continue to be disbursed prior to receipt of payoff.
Customer Answer
Date: 12/23/2024

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:11/26/2024
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.
Subject: Non-Response and Mishandling of Registered Security by Lakeview Loan Servicing, LLC I am filing this complaint regarding the failure of Lakeview Loan Servicing, LLC to provide a response to multiple requests for accounting and reconciliation related to a registered security (RF ********** US). This security was originally mailed to their sub-servicer LoanCare on May 30, 2024. Despite multiple follow-ups, including a formal request mailed to Lakeview on October 24, 2024, I have not received any GAAP-compliant accounting or confirmation of the securitys status. This security is potentially misplaced or stolen.I request that the BBB intervene to mediate and facilitate a full and transparent response from Lakeview Loan Servicing. I seek confirmation of the securitys status and a proper accounting of all transactions associated with it.
Business Response
Date: 12/20/2024
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: 12/20/2024
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: 12/26/2024
********* Summary and Resolution:
LoanCares escalations and foreclosure teams carefully researched this complaint. Upon review, it was determined that customers mortgage loan originated on April 28, 2023. A Notice of Servicing Transfer was sent by ********************, dated May 15, 2023, advising of the above-described loan transfer from ******************** to ************* on behalf of Lakeview Loan Servicing, LLC. Per the enclosed Welcome and payment Letter from Lakeview, your first payment was due on June 1, 2023, in the amount of $4,623.47. Please see enclosed attachments.
The account was still due for the June 2023 payment when it was eventually referred to foreclosure on September 28, 2023, and a foreclosure sale was scheduled for and held on June 24, 2024. Our records indicated that you filed Chapter 7 Bankruptcy on August 23, 2024, and it was dismissed on October 2, 2024; the sale was not during the time period the bankruptcy was pending.
Kindly note, we do not have ****** ***** listed as an authorized third party on your account. In order to facilitate the sharing of any loan-level information, we ask that you complete the enclosed authorization form and return to us. In your correspondence, a request was made for compensation of financial harm or delays caused by nonresponse, please be advised the loan was reviewed regarding the alleged non-response, and we are unable to honor this request, as all requests have been addressed accordingly. Lastly, your correspondence expressed concerns regarding potential violation under the Truth in Lending Act (TILA) and the *********** Settlement Procedures Act (RESPA). We take such allegations very seriously. ******** does not engage in unethical practices or condone such behavior. We have reviewed this matter and are unable to substantiate these claims.
If you have questions about the foreclosure process, please contact ******** and *****, P.A. directly at **************. ******** will send a hard copy of the resolution response to the customers mailing address on file.
Customer Answer
Date: 01/10/2025

Complaint: 22608417

I am rejecting this response because:
See attached!
Sincerely,

***** Mutazz ******-********
Business Response
Date: 01/17/2025
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: 01/24/2025
Rebuttal response and enclosures provided.
Initial Complaint
Date:11/12/2024
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 mortgage company transferred my note to ********. ******** then added ****** back to my mortgage that is not correct. They have some of the rudeness people there. My original loan amount or transferred amount should have been *******. When ******** took over my loan they said I owe ******* which is wrong. I am about had it with this company. I am desperately trying to get the transferred amount corrected. This is a horrible company to work with.
Business Response
Date: 11/19/2024
Re: BBB Response to Consumer Complaint Notification - Better Business Bureau - Complaint Case # ********
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 proves unsuccessful contact attempts were made by phone on November 14, 2024. The borrowers loan was reviewed and the $17,919.00 being referenced in in the complaint is from a Down Payment Assistance (***). The **** Payment Assistance (***) is a second lien on the property until this is either paid in full or forgiven. In this case the borrowers Down Payment Assistance (DPA) will be forgiven on the third anniversary of your mortgage, May 10, 2027, assuming the borrower does not meet any of the Repayment Events. Should the borrower meet any of the following Repayment Events they will be expected to pay the *** loan off in full.
Repayment Events:
Sale or other Transfer of Property
Refinancing of Senior Loan
Payoff of the Senior Loan
Failure to Occupy Property as Principal Residence
Events of Default under this Note or the Deed of Trust
Enclosed is a copy of the borrowers signed Promissory Note for the Down Payment Assistance (DPA). The borrowers current outstanding total principal balance is $375,562.21 of that balance, $357,643.21 is the first mortgage, and $17,919.00 is the **** ******** found no errors to be corrected on the loan.
Lakeview will consider this concern resolved, based on the actions of the servicer. If you or the customer have any additional questions regarding this matter, please contact ***** ******** at ********.
Initial Complaint
Date:10/29/2024
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 in a program for disaster assistance that allowed me to enter in to a forbearance of my mortgage for three months. I called them to resume payments and ask for the options to resolve my debts. They told me the options. I chose an option and committed to moving forward to resolve my debt and make payments. Suddenly the agent, ******, told me that I had to fill out an application to be approved (or not) for the options. This is taking advantage of me by telling me when I signed up for the disaster forbardbce that I would have those options available, and then when speaking to ******, she also told me I had those options, but then, in a complete reversal, she said I had to apply to see if I qualified for those options. Im am incensed and feel I am getting taken advantage of. This does not seem like honest business practices.
Business Response
Date: 11/11/2024
On November 8, 2024, Ms. ******** spoke to a LoanCare loss mitigation representative and was advised that she would be reviewed for a 12-month repayment plan, without any guarantee of approval. If not approved, *********** will provide the missing financials for the loan modification review.
Customer Answer
Date: 11/22/2024

Complaint: 22489209

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 11/22/2024
There has been no action to finalize the review of my application plan for a 12 month repayment plan. I applied for this on Nov 8, with a completed application. I was promised communication on the results of that, both by mail and by phone. I have had no updates.
Business Response
Date: 12/02/2024
This complaint and the borrowers requested resolution includes several variables that requires input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.

Business Response
Date: 12/12/2024
This complaint and the borrowers requested resolution includes several variables that requires input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 12/17/2024
Re: BBB Rebuttal Response to Consumer Complaint Notification

Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent rebuttal to the BBB response provided to ***** ******** 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.

******** provided the following details regarding your concerns:

On November 25, 2024,you spoke with a representative and stated that you did not want the modification review and requested a deferral. We submitted a request for the deferral with a January 1, 2025, start date. Our records indicate you spoke with a representative on December 4, 2024, to accept the deferral. The total amount of the accepted deferral is $5,165.04, which breaks down to three months of principal and interest payments in the amount of $3,626.22, and $1,538.82 to fund your escrow account. Enclosed is a copy of your deferral breakdown.

Your most recent correspondence contains allegations of deceptive business practices and taking advantage of you. We take such allegations very seriously. ******** does not engage in unethical practices or condone such behavior. After an investigation of your account, including a call review, we found no evidence to support your claim.We regret that you did not receive the service you expected, and we appreciate your patience as we worked to resolve this matter.

Lakeview will consider this matter closed based on the actions of the servicer LoanCare.Should you or the Better Business Bureau need anything further, please contact either **************** of the customer.
Initial Complaint
Date:10/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I currently have a Mortgage with this company and last year they did not pay my property tax bill on time and which cost me over $500 now they are dragging their feet again in paying my tax bill and when I call them they give me c*** about it being escalated and when I called today to talk to them about it they hung up on me. I just want the property tax bill paid and there is more than enough money in my escrow account for them to pay it, but they just want to make more money off the account. They received a copy of the tax bill on October 4th and they keep saying it is this departments responsibility but will not let me talk to anyone in that department
Business Response
Date: 11/07/2024
Re: BBB Response to Consumer Complaint Notification - Better Business Bureau - Complaint Case # ********

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 confirmed that contact was made with the customer to discuss concerns. It was discussed that Logan County taxes were paid on October 29, 2024, in the amount of $2,483.91. ******** sent the tax payment via *****, as such the borrower was able to receive the early payment discount. Auburn City taxes will be paid in the amount of $713.34 before the end of the payment discount date of November 30, 2024.

On the call it was also discussed that there was payment to an incorrect parcel on October 21, 2024, in the amount
of $129.51. That payment will be issued back into the borrowers escrow account. ******** confirmed that they now have the correct parcels for both ************ and ***********:145-03-00-008-00. The borrower expressed concern about having to pay an additional $500 on their taxes the prior year. Note, ******** did not begin servicing the loan until April 1, 2024, and so ******** is unable to provide information regarding these concerns.

Lakeview will consider this concern resolved, based on the actions of the servicer.
Initial Complaint
Date:10/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company has called me more than 30 times even after I have asked on multiple occasions to be taken off of their call list. Today they call 5 consecutive times from 5 different numbers all with different area codes. I keep asking for a manager and they refuse to connect me to anyone. They are harassing me
Business Response
Date: 10/22/2024
Good Morning,
Would you please reassign this request to Lakeview Loan Servicing? We have been in communication with them and they are requesting reassignment.
Customer Answer
Date: 10/22/2024
Lakeview is my own mortgage company and my complaint is NOT about them. Lakeview has nothing to do with the calls I was receiving.
the company was called Community Loan Advisors and they called from a different area code each time.
These are the numbers I received calls from
*****************
*****************
*****************
*****************

Customer Answer
Date: 10/23/2024
There is NO complaint against Lakeview
Customer Answer
Date: 10/23/2024
Please see my prior responses. How is it that the BBB is completely incompetent???
Business Response
Date: 12/20/2024
Timeline of Events:

10/21/2024- BBB complaint received from Community Loan Servicing regarding the customers request to opt out of all forms of solicitation, specifically phone calls.

10/23/2024- Lakeview Issue Resolutions Team reached out to the marketing team requesting Mr. ***** be opted out of all forms of solicitation.

10/28/2024- ************* team confirmed completion of the no solicitation request.

11/05/2024- Lakeview Issue Resolutions Team emailed ******** notifying him that his request to be opted out from solicitation was completed.
Customer Answer
Date: 01/22/2025

Complaint: 22443166

I am rejecting this response because: this company continues to solicit to my phone number even after the resolution of the original complaint. See evidence uploaded

Sincerely,

**** *****
Business Response
Date: 01/24/2025
Per our prior response, we confirmed that as of October 28, 2024, We have opted the customer out from receiving marketing solicitations via telephone, mail and emails. The list of phone numbers provided by the customer are not from our company **********************. Therefore, we are unable to further assist.
Lakeview Issue Resolutions Team

Customer Answer
Date: 01/27/2025

Complaint: 22443166

I am rejecting this response because: if I have been removed from any marketing efforts, then why do I continue to receive solicitation calls? I have provided evidence of the more than 20 calls in January alone.

Sincerely,

**** *****
Initial Complaint
Date:10/15/2024
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.
We had a storm back in may that our house was damaged we try to get a new house but this company wanted all these paper work that the company did not have so we dictated to rebuild our current home since July we been trying to get our insurance check from this company they keep telling us we need this paper and that paper and make up wait 5-15 days they tell us 5-10 days then 15 days and then tell us we another paper then we have wait again I filed a complaint just for a lady ***** ******** called us try to help us and then never got back to us when we called and emailed her more then once the basically wrote us a letter gaslighting us saying we not turning in signed papers when I have all signed paperwork its been 4 months and I want my insurance money I paid to rebuild my house that we are paying them for
Business Response
Date: 10/29/2024
******** confirmed receipt of the required documents for *************** ********* claim. After review of the documents. ******** received approval for the rebuild of your home. The initial draw check for $40,000.00 has been issued and sent via ***** on October 24, 2024. The check was sent via *****. The Fed Ex tracking number is: ************.
Customer Answer
Date: 10/29/2024

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,

****** De La ****
Initial Complaint
Date:10/03/2024
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.
This is the second time *** had to report this company within the last year I have tried to call and contact their employees to discuss my account and receive information to which none of their employees can provide. I spoke with two employees today and they both were useless And incompetent. While I currently have a 3.1% interest rate with this company I have decided to transfer to another company with a higher interest rate just for the fact that I can have better customer service because the one provided to me currently is absolutely atrocious. I will be filing legal action against this company for their lack of knowledge, as well as overcharging me for the last five years whilst holding my mortgage.
Business Response
Date: 10/15/2024
Re: BBB Response to Consumer Complaint Notification -Lakeview Concern # *****

Lakeview Loan Servicing LLC (Lakeview) is in receipt of the recent complaint filed by *** *******.Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, 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. The borrower contacted customer service regarding the upcoming escrow analysis being generated, prompting Mr. ******* agent to generate a preview escrow analysis. Mr.******* team reviewed the information, which also included a shortage in the escrow account. The borrower requested for the removal of ************************** (PMI), and the call was transferred to a *** agent. The agent advised that due investor guidelines, PMI is required for the life of the *** loan.

On October 4, 2024, ****** from Mr. ******* escalation team contacted the borrower. ****** explained to the borrower that the next escrow analysis will be generated in October due to state guidelines. The escrow analysis showed the shortage is due to the increase in taxes and insurance. ****** discussed possible options for reducing the payment amount (i.e., contacting the county to see if the borrower would qualify for any tax exemptions and looking for lower cost homeowners insurance). ****** discussed the escrow statemen dated March 29, 2024, with the borrower,explaining the required minimum balance in escrow and how the shortage is determined. The borrower will wait until the next escrow analysis to be generated so she can review. The borrower had no further questions.

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 contact is ****** *******.

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Lakeview Loan Servicing, LLC is NOT a BBB Accredited Business.