Complaints

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

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• 

  Lakeview Loan Servicing, LLC

  4425 Ponce de Leon Blvd STE MS5-251 Coral Gables, FL 33146-1837

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/15/2025

  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.

  My mortgage was sold to Lakeview Loan Servicing. My escrow was raised an additional $580 a month. My last year's taxes and insurance totalled less than $5,000. I also qualify for the homestead exemption that is not included in that total. I am currently paying $860 a month toward escrow, which totals $10,320 for the year. I have contacted the them, and the only solution they offered was to spread the so called underpayment out over 24 months. Any assistance would be greatly appreciated!

  Business Response

  Date: 06/26/2025

  Loancare
  LLC. has completed their review of the loan file and advised the following: The
  annual property taxes increased from $1,249.92 to $3,726.40 from one year to
  the next. Considering the funds paid (advanced) for the premium difference, the
  monthly escrow requirement amount (which is based on the last premiums paid)
  and the premiums anticipated for the coming year, a significant escrow shortage
  was determined when the loan was analyzed.
  
  On
  5/28/25, the loan was reanalyzed for a longer, shortage repayment period (24
  months instead of 12). On June 23, 2025, Loancare confirmed receipt of the Homestead
  Exemption approval for Ms. Jackson. As such, a new escrow analysis was
  requested. An additional payment reduction is anticipated, LoanCare will send
  you the updated Escrow statement. 

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23471759, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jacquelyn Jackson

• Initial Complaint

  Date:06/07/2025

  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.

  Summary of Complaint:On May 9, 2025, I submitted my mortgage payment via automatic bank transfer to ************, as I have done consistently and without issue. This payment was received and cleared by ******** on the same day. Despite this, ******** falsely reported a 30-day late payment to *******, which led to a devastating 109-point drop in my credit score.I have bank records that clearly show the payment was made and processed on time. This is a gross reporting error that is now materially affecting my ability to access credit and has caused serious financial harm.I contacted ******** to address this matter and have yet to receive a resolution or acknowledgment of their mistake. It is unacceptable for a mortgage servicer to recklessly damage a consumer's credit standing and ignore proof of on-time payment.Resolution Sought:Immediate correction of the false late payment report to ******* and any other credit reporting agencies.Written confirmation from LoanCare acknowledging the error and confirming that my May 2025 payment was on time.Restoration of my credit standing and removal of the negative mark.A formal apology for the stress, time, and financial harm this has caused.If LoanCare fails to correct this matter promptly, I will escalate this to the ************************************ (****) and pursue all available legal remedies under the Fair Credit Reporting Act (FCRA).

  Business Response

  Date: 06/17/2025

  As it
  relates to credit reporting, a payment is considered late for credit reporting
  purposes if it is not received within the month in which it is due. We
  communicate payment information to the credit reporting agencies at the
  beginning of each month for the previous month. In accordance with the Fair
  Credit Reporting Act, we are required to report the information as it occurs.
  We have reviewed the credit reporting of your loan and can confirm there were
  no errors in the reporting of the loan to the credit reporting agencies.
  However, we have reviewed your request for a goodwill amendment to the credit
  reporting of the previous information provided to the credit agencies, and your
  request has been granted. Please allow 30 to 60 days for the changes to reflect
  on your credit report. Additionally, on June 6, 2025, we waived the late charge
  assessed on May 16, 2025, in the amount of $76.64. Enclosed is the Account
  History for more details.

• Initial Complaint

  Date:05/30/2025

  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.

  A year ago my mortgage payments went up and was only informed "via electronic statement" that it went up... i continued to make payments and was never notified until I checked my credit score dropped over 100 points. I was never given a phone call or a letter in the mail to inform me they were parking my payments as late even though i was making my payments every single month. Every time i have tried contacting lakeview/ ********* it takes an hour to get ahold of a person. when they "tried to resolve the problem" they would call back they would leave a voicemail to call back with an automated robot take took another hour to get ahold of someone. Payments have never stopped being made, and I wasn't informed of a change of payment, and when I ask to change the credit report they keep telling me that they cant because I was making late payment. I dont know what else to do.. this year the payments have lowered down to even lower then the year prior so now there is nothing that i owe... but my credit score was still affected by their lack of communication and unprofessionalism in their company, especially the fact that this company has 5 different names... is it *********... ************************* or Nationstar... it would be nice to just pick one...

  Business Response

  Date: 06/09/2025

  Lakeview Loan Servicing, LLC (Lakeview”) is in
  receipt of the recent concern (and/or request) filed by Erica Rodriguez through
  the BBB. Please accept this as Lakeview’s 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.
  
  Lakeview
  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. Cooper is subservicing this
  loan on Lakeview’s behalf. Upon receipt of this complaint, Lakeview started an
  immediate investigation with the servicer Mr. Cooper in order to assist with
  obtaining a resolution for the customer. Lakeview apologizes for any challenges
  the customer may have experienced with Mr. Cooper.
  
  Mr.
  Cooper’s Summary:
  Please
  see attached correspondence sent to the customer which includes further
  details, briefly summarized below.
  
  “The
  servicing responsibilities for the loan transferred from Central Loan
  Administration & Reporting (CENLAR) to Mr. Cooper, subservicer for Lakeview
  Loan Servicing, LLC (Mr. Cooper), effective September 2, 2021.
  
  As
  it relates to your escrow account, Mr. Cooper conducts at least one escrow analysis
  annually to ensure sufficient funds are collected for the loans escrow obligations.
  Escrow analyses were performed in 2023 and 2024 see Mr. Cooper’s letters attached
  with explanations. Statements explaining the changes were sent electronically as
  Mr. Cooper confirmed that you opted for digital correspondence. To view these documents
  Mr. Cooper confirmed you would need to log in to your online account. To switch
  to papers statements, you must contact Mr. Cooper to make this request.
  
  Mr.
  Cooper confirmed that they do not apply partial payments. When funds less than
  the required payment amount are received, these funds are placed in your loan’s
  suspense account to allow time for additional funds to arrive. Once a complete
  payment accumulates in suspense, Mr. Cooper removes it and applies the next
  payment contractually due.
  
  Regarding
  your credit dispute, Mr. Cooper confirmed they are required to report complete
  and accurate information to the credit repository agencies based on actual
  events. Mr. Cooper’s records indicate the payment history appears to be
  reported accurately based on actual account activity, as illustrated in the
  enclosed transaction history. If you believe additional payments should have
  been applied to the loan or applied to the loan at an earlier date, please
  forward adequate proof of payment, so Mr. Cooper may research the matter
  further. Proof required includes:
  
  A legible front and back copy of the cashed check or Money Order,
  A bank statement reflecting full details of a cashed payment and revolving balance, OR
  A Source of Receipt (if wired payment) from the bank which includes the wire receipt information
  reflecting the payment
  was indeed received and accepted.
  
  Please
  include Mr. Cooper’s loan account number on all correspondence. You may forward
  proof of any additional payments to the following address for expedited
  assistance:
  
  Mr.
  Cooper
  Attention:
  Research Department
  P.O.
  Box 612488
  Dallas,
  Texas 75261-2488
  Email: [email protected]
  Facsimile:
  (972) 459-1611
  
  Mr.
  Cooper confirmed, as of the date of this letter, the loan is contractually due
  for the July 1, 2025, installment in the amount of $2,030.97. No funds remain
  unapplied in the loan’s suspense account.”
  
  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 Mr. Cooper’s escalation
  team, Nena Kamman .

• Initial Complaint

  Date:05/29/2025

  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.

  Lakeview did not have the right to foreclose on my property. Lakeview says they had the authority because of an assignment of mortgage. I filed a claim on Lakeview and they state that ******************* owned my note but they could not provide me with a note that ****** *** signed. My note has not been endorsed by ****** *** even thought claim an interest in my note. To date I have only been provided with my original note in which the pay to the order line has been left blank. In order to enforce my note a special endorsement must have been done. The bearer of my note only possesses the note. Lakeview is involved in securities fraud and must be held accountable.

  Business Response

  Date: 06/10/2025

  ******** provided a resolution response, see enclosed letters. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23393229
  
  I am rejecting this response because: The debt was sold into the **************** ***** Trust ******* without properly assigning or recording the Security Deed.
  No assignment of the Security Deed to any trust or entity was recorded.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/11/2025

  Please see attached rebuttal response including enclosures. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23393229
  
  I am rejecting this response because: Lakeview the document provided was a document that I sent to them from a mortgage investigation. There is no recorded deeds / note in the name of ****** *** recorded in the Cherokee county deeds office. Lakeview did not have the legal right to foreclose on my property. The chain of title was broken when ****** *** took ownership but failed to record the deed.

  As noted in a previous response, the security deed was in the name of kind lending, the assignment of mortgage was in the name of Lakeview loan but nothing for ****** ***. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried several times, several different phone numbers to resolve insurance problems on my mortgage account. It is imposssible to reach a live agent! When you call in it automatically sends you to different prompts that are of no use and then disconnects, very frustrating! They will do anything to not let you talk to a live agent. I even used there live chat and she said she has no way of contacting a live agent either, and would escalate! This is by far the worst mortgage company, worst customer service i have ever experienced!!! I NEED TO SPEAK TO A LIVE AGENT REGARDING MY INSURANCE ISSUES AND ESCROW ISSUES!!!!!!!!!!!!!

  Business Response

  Date: 05/30/2025

  Lakeview 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  loan on behalf of Lakeview.
  
  Upon receipt of this complaint, Lakeview started an immediate investigation with **** internal escalations team to assist with obtaining a resolution for the customer. ********************** sincerely apologizes for any challenges the customer may have experienced with the servicer and his insurances.
  
  
  Summary and Resolution
  Kindly see the servicers highlights and timelines within the response attached. Please let us know if anything further is needed.

• Initial Complaint

  Date:05/13/2025

  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.

  I have had a mortgage for 2 years now, due to financial hardships I fell behind, so I applied for financial assistance. While in this process I kept making payments and was communicating with Lakeview to be on top of the process. On 4 lengthy calls with their agents, I was told that these payments would be applied toward my monthly mortgage amount. Through the process I made payments totaling $3200. When the financial assistance was finalized my mortgage payment was to be $2452. When I called on more than one occasion, I was told that the $2452 would be deducted from the balance of unapplied payments I had of $3200 and the rest would be applied to May. Not even a month later not only did they increase my mortgage, but they decided to apply $748 towards my principal instead of applying it to May. I also had to make an additionally payment of $241.47 because they said my new monthly total would be $2693. Not wanting to fall behind on my payments I sent a partial payment at the end of April to be for the month of May, however this was once again applied to my principal. I was never notified that partial payments are going to be applied to the principal and not towards my monthly payment. Every time I call their staff tells me contradicting things. I need for the payments to be applied correctly as I was told in the beginning and I need clarification on why recently it turns out I can't make partial payments to cover the amount.

  Business Response

  Date: 05/27/2025

  ******** provided a resolution response letter including enclosures. 

• Initial Complaint

  Date:05/12/2025

  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.

  Two Lakeview Loancare employees have given false or incomplete information. I was given a new mortgage bill for May that was about $600 more. I called to inquire about the increase and it was explained their was an escrow shortage and an increase in escrow. I inquired on how to lower my bill for May and the Lakeview employee shared I could apply for a 48 month escrow plan. We spent a hour talking about this plan and she suggested I call back in 5-7 days for an update. I called back as she suggested and inquired about the 48 month escrow plan. The new Lakeview employee shared the application was denied for 48 months and approved for 24 months; that Lakeview only approves these types of plans up to 24, so my escrow was decreased based on a 24 month plan. My complaint here is why did the first Lakeview employee say that instead of build up the 48 month plan. I asked for more options, because I'm still not able to make the payment and she transferred me to another department. This new Lakeview Employee went over different new payment options and shared that because I submitted my new home insurance before the end of the May payment window, that Lakeview would most definitely lower my bill for May by May 12th at the latest. She shared that as soon as the new escrow analysis was updated, it'll take effect for that month's payment. She was supposed to cancel my autopay and suggested I not make my May bill payment until I see the lowered bill so that Lakeview wouldn't have to go through a refund process. She advised I call back on May 12th to get a status update on my lowered payment for May. I called back on May 11th and the Lakeview Employee shared that it was falsely shared that my payment would be lowered for May and my payment could only be lowered for the July payment. Lakeview employees gave the false/incomplete information and offer "apologies" rather than ways to amend their company employees errors.

  Business Response

  Date: 05/28/2025

  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 LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly
  summarized below.

  LoanCares escalation team conducted a detailed investigation regarding your recent interactions with their representatives. Research confirmed that you were provided with inaccurate information regarding the updated escrow analysis, which includes the new insurance premium, and is set to take effect in July 2025. ******** apologize for the actions of their representative and have conducted the necessary coaching.
  
  ******** completed an annual escrow analysis in March 2025, and the Annual Escrow Account Disclosure Statement dated March 20, 2025, was sent, detailing the review period of May 2024 through April 2025, reflecting an escrow shortage of $4,414.65. Please note that by default, ******** spreads the escrow shortage over a 12-month period. Below is the breakdown of the monthly mortgage payment (with the 12-month spread) totaling $2,186.11, effective May 1, 2025.
  Principal and Interest: $937.82
  *************************** $63.41 monthly
  County Tax: $418.86 monthly /$5,026.34 annually
  Water Tax: $205.55 monthly /$2,466.58 annually
  Insurance: $192.58 monthly /$2,311.00 annually
  Total Escrow payment: $880.40
  Shortage repayment: $367.89
  
  April 22, 2025, on a phone call with LoanCare you discussed your escrow shortage and options for lowering your monthly payments. Options also discussed to include shopping for lower hazard insurance and reaching out to your tax assessors of for tax exemptions if applicable. In an effort to assist with the monthly payments, ******** informed you that they would request an escrow 

  spread of 48 months,this request was submitted however, your loan was instead approved for a 24-month spread. Each request is reviewed and approved on a case-by-case basis.
  
  ******** received payment requests for two insurance policies as stated in their response letter of which both were paid. The renewal for your hazard insurance was received,dated April 22, 2025, from ************************** effective from May *******, to May 28, 2026, with a premium amount of $2,800.00. The premium amount was disbursed on May 12, 2025. ******** also received a new House and ****************** Declaration, dated April 23, 2025, effective from May 29, 2025, to May 29, 2026, with a premium amount of $1,613.00. This premium amount was disbursed on May 13, 2025. ******** sent out a detailed letter advising you of these premium payments and the next steps to prevent your escrow account from being deficient. If you have not already done so, ******** advises you to cancel the insurance policy that you no longer wish to maintain.Should you receive a refund from the insurance company, you may utilize those funds to help remit any shortage in your escrow account.
  
  Due to the mid-term insurance changes occurring in May 2025, a 30-day period is required to update and process the information to adjust the escrow account. Unfortunately, the request to move the effective date to May 2025 cannot be accommodated, and the original effective date of July 1, 2025, will remain. ******** regrets any confusion caused by the miscommunication regarding the effective date of the new payment.
  
  LoanCare completed a new escrow analysis on May 19, 2025, showing an escrow shortage in the amount of $6,279.51, which will be spread over a 22-month period. Effective July 1, 2025, your new monthly mortgage payment will be $2,045.49. Please see the monthly payment breakdown below:
  *************************** $63.41 monthly
  County Tax: $418.86 monthly /$5,026.34 annually
  Water Tax: $205.55 monthly /$2,466.58 annually
  Insurance: $134.42 monthly /$1,613.00 annually
  Total Escrow payment: $822.24
  Shortage repayment: $285.43
  
  As of the date of this letter, your loan is due for the payment of June 1, 2025, payment.LoanCares records indicate they received your May 2025 payment via our online portal, as you have requested to suspend the automatic draft until further notice.
  
  If you are experiencing financial hardship and need assistance you may apply for mortgage assistance to see what options would be available to you based on your financial situation. Please contact the servicer directly at ************** to discuss the process with a ******** representative. They are available Monday through Friday, 8:00 a.m. to 9:00 p.m., and Saturday, 8:00 a.m. to 3:00 p.m.Eastern Time.
  
  While reviewing your concerns, LoanCare noticed that your mailing address on the correspondence received differs from that listed in their system. Should you wish to update the address in their system, you may do so by calling ************** or by visiting the LoanCare website.
  
  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 at *****************************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23320773
  
  I am rejecting this response because: I have it on recording from ******** employees that my 24 month escrow spread was changed to a 22 month spread with no explanation. I also have it on recording that, the escrow analysis completed on May 8, 2025 changed my mortgage payment to about $1900 because of the new insurance policy. I also have it on recording that I was given false information for how to cancel my insurance policy which is why TWO insurance payments were made from my escrow account. I notified ********************** on April ******* and Lakeview insurance department verified having received my new policy on April 27, 2025 via email. When I called to confirm if any additional steps needed to be taken, I was told no because the new insurance policy is already uploaded which is why an escrow analysis was completed on May 8, 2025. When I called the insurance department to learn why a second insurance payment was sent for a cancelled policy, they stated that I was given false information again and needed to personally call the insurance department to cancel the disbursement for May 2025. When I spoke with the escalation department after that, I learned that my escrow spread was also unknowing changed from 24 months to 22 months and an additional escrow analysis was completed for May 20, 2025 which increased my payment from the escrow analysis done on May 8, 2025 for about $1918 to the new payment of about $2045. The Lakeview employee in the escrow department stated that he wasnt sure why a 4th escrow analysis was done to increase my payment and would investigate the situation. The customer service department, I have on recording, shared a 4th escrow analysis was completed because the insurance department requested it. I called the insurance department and they stated that too was false information, that they do not submit requests for escrow analysis. Lakeview has made significant mistakes and provided at every turn false information. The representative assigned to my case made me out to be a liar for stating I was given multiple false accounts and expect ********************** to make these errors right. I have he document for the May 8, 2025 payment that accurately reflected my new insurance premium. It is still unclear why the escrow spread was changed from 24 months to 22 months and it is still unclear who requested a 4th escrow analysis to be completed on May 20, 2025. My financial hardship is again because of the false and incomplete customer service information provided by ********************** employees. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/09/2025

  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: 06/09/2025

  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. 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23320773
  
  I respectfully reject Lakeviews request for additional time, as I have already made every reasonable attempt to resolve these issues directly with both Lakeview and LoanCare. Unfortunately, I have received inconsistent, incomplete, and at times misleading information throughout this process.
  I have repeatedly asked for clarification regarding the fourth escrow analysis conducted for 2025, only to be told by ******** representatives that they do not know who approved it or why it occurred. Despite my efforts, I have been given the runaround, with each party shifting blame rather than providing meaningful answers.
  Lakeview initially acknowledged a technical issue on LoanCares end that was preventing them from reaching me, stating that a ticket had been submitted to LoanCares IT department. However, after I sought legal counsel, the narrative changedLakeview then stated the communication issue was on my end. This is a clear contradiction.
  Contrary to ********* claims, I have received no direct outreach offering resolution options. I have ensured access to both email and phone, yet I have had to learn of potential resolution options through my legal counsel and real estate professionalsnot through any formal or transparent communication from Lakeview or LoanCare.
  Additionally, ******** has failed to explain why they initially stated that only three escrow analyses had been performed when there were in fact four for the 2025 year. When I addressed this, the representative assigned to my case essentially accused me of providing false information. Furthermore, ******** withheld critical information regarding how to avoid double insurance paymentssuch as the option to submit a cancellation letter and notify the insurance departmentwhich led directly to an unnecessary increase in my escrow account and mortgage payment between the third and fourth analyses.
  These ongoing miscommunications and omissions have created significant financial and emotional distress. I now understand, through legal counsel, that several of these actions and inactions may constitute violations under the *********** Settlement Procedures Act (RESPA).
  Given the history of delayed and inaccurate responses, shifting blame, and lack of transparency, I do not agree to further delays. I expect a complete and accurate response that directly addresses the concerns outlined above without deflection. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/17/2025

  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.
  
  ********************** contracts with various sub servicers for all administration handling of our mortgage loans. ********* escalation team was notified to provide assistance and resolution to the borrower. Lakeview apologizes for any challenges the customer may have experienced with LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly
  summarized below.
  As required by the *********** Settlement Procedures Act (RESPA), ******** completes a scheduled escrow analysis each year. As scheduled, ******** conducted the annual escrow analysis in March 2025. On April *******, ******** received hazard insurance renewal from ************************** effective from May 28, 2025, to May *******, with a premium amount of $2,800.00. The premium amount was disbursed on May 12, 2025. ******** also received a new House and ****************** Declaration,dated April 23, 2025, effective from May 29, 2025, to May 29, 2026, with a premium amount of $1,613.00. This premium amount was disbursed on May 13, 2025.
  
  LoanCares escalation team reviewed your complaint, and their records indicate they inadvertently issued a payment of $2,800 to *************************** for the policy period of May 28, 2025, to May 28, 2026. Due to the mid-term insurance changes occurring in May 2025, a 30-day period is required to update and process the information to adjust the escrow account. Again, we apologize that the ******** agent did not advise that there is a 30-day processing period when updating new insurance information and how the escrow account is managed.
  
  Out-of-Cycle Analysis: LoanCare will conduct an out-of-cycle analysis whenever a change to an escrow line item is made to ensure the account is correctly funded. ******** explained the reason an out-of-term escrow analysis was completed on May ****** due to the disbursement of the new hazard insurance amount for $1,613.00 and removing the previous hazard insurance.
  
  During your recent conversation with ********, the agent explained that once you receive the insurance refund check from the insurance company, that check needs to be sent to ******** to be applied to your current escrow shortage.
  
  On June 6th,2025 LoanCare confirmed that you contacted their escalation team who addressed your escrow account concerns and the cushion requirements. As previously mentioned, ******** obtain approval for a 24- month escrow spread to assist with the shortage. During the conversation you discussed the option to remove your escrow account, and the expectations were addressed. ******** advised that once your escrow account is current with a positive balance, they can request to have the loan reviewed for escrow account removal. Note that escrow removal is not guaranteed, and once ******** completes their review, a letter of determination will be sent to you within five (5) business days.
  
  Again, we apologize for any inconvenience you have experienced with the servicer LoanCare. 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.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23320773
  
  
  I appreciate the written confirmation that the shortage on my account simply needs to be brought to a positive balance. However, I want it clearly noted and submitted in writing to the Better Business Bureau that Loancare initially advised me to pay the full shortage in order to remove the escrow account.
  To date, Loancare has not addressed how they intend to amend the situation caused by their employees' guidance. I am rejecting the current response because it fails to explain two critical issues:
  Who authorized a 4th escrow analysis and why it was necessary, especially after I had already been told that my July 1st payment would reflect the outcome of the 3rd analysis completed on May 8, 2025.
  

  Why I was not properly advised to place a stop payment on the $2,800 **************** premium, which would have prevented the 30-day processing delay and resulting double payment. This led to an unjustified increase in my mortgage payment from $1,918 to $2,046.
  

  While I was advised to return the refund check to my escrow account, Loancare has yet to acknowledge that I am in this position solely due to their incomplete and misleading guidance. Whether intentional or not, this is a violation of RESPA, as the failure to provide critical information directly and negatively impacted my account.
  Additionally, Lakeview/Loancare continues to generally explain the escrow analysis process instead of addressing the specific question I have asked multiple times: Why was a 4th escrow analysis completed?
  
  I was initially told it was part of an annual review that was proven false.
  Then I was told it was requested by the insurance department this was also confirmed to be false.
  I submitted this question to the escrow department nearly a week ago and was told to expect a response within 57 business days. As of today, I have received no answer.
  The increase in my July mortgage payment is the direct result of Loancares inaccurate and incomplete guidance. Had I received clear and complete information including timelines and procedures for canceling or updating policies the payment would have aligned with the 3rd escrow analysis dated May 8, 2025.
  I am once again requesting:
  

  A full explanation of why the 3rd escrow analysis was archived. 
  
  A clear answer on who authorized the 4th escrow analysis, and for what reason.

  Lastly, a comprehensive explanation of anything else I need to know or consider in order to proceed with removing my escrow account.
  

  These are items I have been requesting from both Loancare and Lakeview for almost a week now, and I am still waiting for a proper response.

• Initial Complaint

  Date:05/09/2025

  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.

  When my home mortgage was changed to Mr ****** by Lakeview 3 years ago, the bank that had handled it up to that point told me that the new company was having problems with payments. Sure enough, they were. I could not get a person on the phone to pay, because the answering bot does not recognize my address The one on the loan... Which was an ongoing problem. And I was working overseas for 2 months, so unable to check my mail. I was eventually able to get it sorted, but my excellent credit was damaged by a missed payment. I have not missed a payment since, and have been paying the loan off ahead of schedule. They finally changed their answering bot to let me through to a person (without first providing them an address that the robot doesnt recognize), and that person informed me today that they do not remove correct items from my credit, even though it was because I was trying to pay them but literally couldnt give them my money. Like, I had it, but couldnt find a person to give it to. Most interestingly, **** told me that because Mr ****** was having growth-caused problems with all the loans they were buying off, they were forgiving late payments.

  Business Response

  Date: 05/21/2025

  The servicer Mr. ****** responded to the customer's concerns. See enclosed response letters. Due to the file size,  Mr. ****** emailed the enclosures to the  customer under separate cover. 

• Initial Complaint

  Date:05/06/2025

  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.

  I have been trying for a year to reach a live person at Mr. ******* Lakeview Loan to discuss why my loan payment went up and my escrow keeps changing even though the only thing covered by the escrow account is mortgage insurance, which hasn't changed. I can't get beyond the robo phone answering service to talk to a live person. I call Mr. ****** and I'm told by the robot that I called the wrong number and should call Mr. ****** (??) I call Lakeview and I get the same robot and the same answer. I try selecting the options offered by the robot and get nowhere. My loan is being held hostage and I can't get any info about it. I just want to talk to a real live person and get an explanation of what is going on. If they are overcharging me for the escrow, I want my money back and have my monthly payment returned to where it should be.

  Business Response

  Date: 05/19/2025

  Mr. ****** provided a resolution response to the customer including enclosures. 

  Customer Answer

  Date: 05/20/2025

   
  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:04/25/2025

  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.

  Lakeview company has been holding impound money in excess of allowable amount for 6 months. Has assessed our property taxes at a number TWICE as much as what they actually are. I have called at least 6 times and get told they are working on it. They clearly know the correct property tax bill because they paid the correct amount on the last 2 payments, so there is no reason for them to be collecting 2x as much in our impound account. 6 months of waiting for resolution- no one seems to know what they are doing and early calls included representatives making false statements. Our current tax bill is $5727.34 annually- Lakeview has paid $2863.67 in November 2024 and again in February 2025 proving they have the tax bill and KNOW the amount. However they sent recent prop tax analysis showing more than double what our actual bill is. They continue to take too much money on our impounds and are holding excess funds in escrow account that far exceed the ferroalloy allowed amounts. Dragging their feet is starting to feel fraudulent. **** and supervisors just talk and make empty promises- no action. We want our mortgage payment properly adjusted and for them to give us back our money they are holding in excess in the impound.

  Business Response

  Date: 05/09/2025

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

  Business Response

  Date: 05/09/2025

  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: 05/14/2025

  Please find enclosed a copy of the resolution response and enclosures. 

  Customer Answer

  Date: 05/16/2025

   
  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,
  
  ***** ********