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:05/14/2024

  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.

  Lakeview Loan Servicing sent me a late notice even though my mortgage had been scheduled on time. I scheduled another payment seeing as the portal on their website has been reformatted countless times and I was afraid my initial payment had not been processed. Once I saw that both amounts were drafted and one was processing, I reached out to them to stop the second payment. They said they were unable to do so, but I could get a refund once it cleared. The next day, I called and requested the refund as I was instructed. They requested a bank statement to see that funds cleared, and I did provide all information that was requested. They are now sending me the same default email requesting all the information I have already provided and that it will still take ***** days to process if and when they accept my proof. Any other mortgage servicer we have used have immediately refunded us any amount when made in error. They are illegally holding our money and there has been no follow up for resolution.

  Business Response

  Date: 05/24/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to your double payment concerns. LoanCare prepared a letter addressing your concerns. Below is a recap pf the response:
  
  Our records indicate two payments were processed in May 2024, which satisfied the May and June 2024 payments. We have reviewed the proof of payment you sent in for a refund of one payment. Per our conversation on May 16, 2024, we discussed forms of adequate proof of payment, as we must confirm funds have cleared your bank account,prior to returning them to you. During a more recent conversation on May 22,2024, you advised you elected to allow both payments to remain as they are, and the account paid ahead. Therefore, no further action will be taken by LoanCare.

• Initial Complaint

  Date:05/08/2024

  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.

  nature of dispute is release of insurance funds, and taking them taking payment, company is refusing payment citing error on their end (a routing number was input wrong causing a non-payment) and now am not allowed to make phone payments and being charged fees while also being made to pay a third party to make payment. this all stems from an insurance claim that was filed in January, funds have not been released, and placed in an escrow account.

  Business Response

  Date: 05/22/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to your concerns regarding your returned payment concerns and insurance claim concerns. LoanCare prepared a letter addressing your concerns.Below is a recap pf the response:
  
  We have reviewed your concerns with the three returned payments on your loan.
  
  The first payment made on December 18, 2023, was returned on December 27, 2023, for insufficient funds.
  The second payment made on February 26, 2024, was returned on March 1, 2024, as cannot locate account.
  The third payment made on March 18, 2024, was returned on March 20, 2024, because your bank account   was frozen.
  
  Once two payments have been returned in a 6-month period, we are required to have certified funds as the only form of payment for the following 6 months. We have removed the certified funds requirement from your loan. Please be advised that if there are any additional returned payments the certified funds requirement will be placed back on the account. An account history is enclosed for your review.
  
  Regarding your insurance claim funds, we can confirm that the claim funds for $8,042.02 have been received and are in a restricted escrow account. Due to the delinquent status of the loan at the time the claim funds were received, the insurance claim is being handled in a monitored status. On March 13,2024, we released the initial draw check for $4,201.02.
  
  On April 22, 2024, we issued a follow-up letter as we have not received any updates on the repairs to your property, nor has an inspection been requested. We have enclosed a copy of this correspondence for your review.

• Initial Complaint

  Date:05/07/2024

  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.

  I inquired about doing a mortgage recast. I explained that my funds for the recast would be available on June 18th (290K). I was advised to pay the $500 recast fee along with wiring $10,000 in order to get the process started. I was advised by 3 different customer service reps that I would be OK wiring the additional funds at the end of June and that they would be included in the recast. I submitted the recast fee and the $10,000 on May 1st, 2024. I was now advised by a 4th customer service person that they would only recast on the $10,000. I explained that this wasn't the intention and I spoke to multiple other people who told me different information. Review the call logs.This company is unresponsive to emails and no one at the main customer service line comprehends the situation. I am unable to speak to ANYONE who can help me.

  Customer Answer

  Date: 05/08/2024

  Please remove this complaint. I received a call back and my issue is mostly resolved.

• Initial Complaint

  Date:05/07/2024

  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.

  Hello, I am a 20 year disabled veteran on a fixed income who filed Chapter 7 bankruptcy in June 2023 due to a divorce. My bankruptcy discharge was granted on October 2023 and closed in April 2024. During this time I called Loancare/ Lakeview numerous times in 2023 and 2024 trying to get access to my account because I did not like not knowing what was going on with my account because I wasnt receiving ANY information .I was told by Loancare/ Lakeview representatives all correspondence was sent to my attorney PO Box which I told them was not happening according to my attorney. During these numerous phone conversations not once did any of the numerous representatives I spoke to alerted me my home went through two different analysis which caused my fixed rate mortgage payment to go up twice (January and April) or there was a balance due since January. Now I am being charge an additional $263 in late payments and fees for a lack of communication by Loancare/Lakeview which is a gross of negligence. The only reason I knew about this was because I finally received correspondence in April 2024 stating my payment was due which was confusing because I have automatic drafts from my bank coming out every month because I have documented memory loss due to my military service.All additional payments and late fees during my bankruptcy due to Loancare/Lakeview lack of communication needs to be dismissed immediately! I feel this was done intentionally because the mortgage knew there was no communication which was a way to take advantage of me. I have NEVER been late on my current or past mortgage payments which is disappointing that a mortgage would do this to a customer. If this isnt resolved immediately as soon as I can refinance I AM GONE! I am very responsible and resourceful. I have never allowed a mortgage company to lock me in especially one that chooses to do this.A letter from my attorney office is attached!

  Business Response

  Date: 05/20/2024

  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, LoanCare, LLC (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.
  
  LoanCare research confirms their records indicate that the borrower entered Chapter 7 bankruptcy on June 27, 2023. Since bankruptcy guidelines require disclosures that are not outlined on LoanCares website, online access is restricted while active in the bankruptcy. When an account is in bankruptcy, LoanCare stops all collection acts and foreclosure efforts and halts contact with the debtor in any way unless required under mortgage servicing guidelines.
  
  To ensure that LoanCare comply with bankruptcy and mortgage servicing guidelines, LoanCare modify the mailing
  address to reflect the debtors counsels address as listed on the bankruptcy docket. While in active bankruptcy,LoanCare must receive written approval from the bankruptcy attorney to change the mailing address.
  
  The bankruptcy was removed on April 2, 2024, and updates were completed in LoanCares internal servicing system to the mailing address which matches the property address. The prior online restriction has been removed. Prior to the bankruptcy, the borrower was enrolled in electronic statements. Future Monthly Statements, and Annual Escrow Account Disclosure Statements will be available electronically unless the borrower opt out online. LoanCare have sent copies of the two most recent Annual Escrow Account Disclosure Statements and Monthly Statements in their letter response.
  
  As it relates to the fixed interest rate, in accordance with the terms of your Note, the borrower has a fixed interest rate of 5.50% which means the principal and interest portion of the borrower payments will remain at $2,208.36, unless their original terms are changed by way of a modification or refinance.
  
  Mortgaging servicing guidelines require that LoanCare analyze the borrowers escrow account annually to ensure sufficient funds are collected for the payment of the borrowers property taxes and insurance premiums. As taxes and insurance can change from year to year, the escrow portion of the borrowers payment may also fluctuate from year to year and may result in an escrow account shortage or overage.
  
  Regarding the borrowers payment change, LoanCare completed an escrow analysis on November 15, 2023,reflecting an escrow shortage of $410.70 due to the increase in insurance. The second analysis was completed on February 22, 2024, reflecting the shortage remaining from the previous analysis of $308.01.
  
  According to the borrowers mortgage terms, payments are due on the first of each month, and there is a 15-day grace ******* If payments are not received by the end of the grace ******* a late fee of 4.0% of the past due payment is assessed. As of April 16, 2024, the loan was past due for April 1, 2024, and a late fee was assessed. As evidenced in the enclosed Account History, the late fee was waived on April 29, 2024.
  
  As of the date of this letter, the borrowers loan is due for May 1, 2024. There is a partial payment of $2,146.20 being held in suspense, and a balance of $213.41 is required to satisfy the payment due. As a courtesy, LoanCare have added a suppression to the account to ensure no late fees are assessed for the May 2024 payment to allow time to submit the balance required. LoanCare records confirm a payment for this amount is scheduled to be applied on May 31, 2024.
  
  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 LoanCare.

• Initial Complaint

  Date:05/03/2024

  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 received paperwork that was mailed to me stating they were offering me an FHA partial claim and they would cover ******** Feb, March, and April and I would owe them $7,100 by the end of the loan or before we sell the property. I received this paperwork before February 16th, the date I made an extra payment towards ******** meaning my payment went towards January but they already paid ******** so before I signed any paperwork I called the company to ask if this was OK. I specifically asked if I should still sign the paperwork or have it revised seeing that I just made an extra payment. The rep told me it was totally fine and once everything was finalized my payment would just be pushed out one month and instead of owing in **** I would owe June 1st. Might I add they say their calls are recorded.Now the company is saying that I still owe for **** and that my January payment of $2,100 was a part of my partial claim and that it wasn't a monthly payment but it was money that went towards the partial payment calculations. This is incredibly, untrue. I received an offer packet that told me they would pay **** Feb, March, April and I would pay back $7,100 BEFORE I made the payment, so if they computed these numbers before I made my payment, how can this be true? It's a lie. I didn't agree to pay $2,100 AND $7,000 for my partial claim agreement, I made the FEB PAYMENT after the offer paperwork came out to me and told me what my offer would be. Not to mention I specifically called to make sure this wouldn't be a problem, which it now is. They told me they reversed my payment on March 22nd, and no one knows what happened to it, so they are making up an excuse to cover themselves. My payment should be due June 1st. This was told to me on a RECORDED line back in February. I would have never agreed to pay $2100 down and then $7100 at the end, no way. THATS NOT IN THE PAPERWORK EITHER. These people are scam artists. Trying to steal a huge amount of my money. Do not trust them.

  Business Response

  Date: 05/16/2024

  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, LoanCare, LLC (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.
  
  LoanCare research confirms that on May 07, 2024, LoanCare representative spoke with *****************************, to discuss the details of her complaint. ******** advised that her payment taken on February 16, 2024, went towards the *** Recovery Partial Claim. She also stated she spoke to an agent that advised she could resume her payments on June 1, 2024. On May 10, 2024, LoanCare spoke with ************** and advised that her payment on February 16, 2024, was part of the calculation for the partial claim review and applied towards the delinquency of the loan. However, due to the incorrect information provided by a LoanCare representative, LoanCare will apply funds to ************** loan to bring it current so ************** can resume payments on June 1, 2024.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. 

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  This is not the full story, but only part of the reason why I rightfully deserved MY 2/16 payment applied to my May mortgage payment.  Nevertheless,  I received my money and I got what I was promised by one of their own representatives and I will not allow this issue to cause another minute of stress and anxiety in my life. Getting my money back was absolute h*** and if I hadnt fought hard for it, for weeks, I would be out thousands. I must have called at least 15 times and talked to God knows how many people before I got this resolved. This was insane. I  hope I never run into something this stressful again, as it really does affect every single day of your life until its resolved. 
  I appreciate it being resolved. Im happy to end it. Thanks. 
  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:05/02/2024

  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 closed on the home that was serviced by Lakeview Mortage in March. On April 1st, they proceeded to charge me another month of mortage payment. I called them that day and they assured me it was an accident and that I would be reimbursed within 2 weeks. At the two week ***** I called them again and after hours of being hung up on and redirected, was told that I would need the new buyers to request a refund for me. I actually managed to make that happen just for them to be told that I needed to email a certain email address for my refund. I have since emailed that address multiple times and provided all needed documentation that clearly shows that Lakeview took a payment and is still witholding my money from me. I have recieved nothing but automated responses in return. This is my last step before legal action to have my money rightfuly returned.

  Business Response

  Date: 05/13/2024

  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, LoanCare, LLC (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.
  
  LoanCare research confirms ***************************** issue has been resolved. The monthly payment refund check was issued via overnight mail and confirmed received.

  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. Lakeview made direct contact with ***************************** and confirmed his satisfaction with the resolution. If you or the customer have any additional questions regarding this matter, please contact ********************* at LoanCare phone number ***********************, Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

  Customer Answer

  Date: 05/13/2024

   
  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:04/25/2024

  Type:Order 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 problem with my Mortgage loan company , 2021 they offer me a partial claim fort $20,711.87 to bring my mortgage current but they do a modification of the loan instead. 4/12/24 I find out that they put a lien on my property title for the $20,711.87 , so I contact them 4/12/24 and they start a proses to correct they error but it is been a hazard singe them I spoke with different person different department they don't give me solution they ask for more time it is a case open (CAS-479226-V3D6Y5)I need a documentations staying that they going to fix the $20,711.00 error and removed the lien from my property title.Nota: Partial claim they request money from HUD $20,711.82 to put the mortgage current and it needs to be pay later.Modification they capitalize the $20,711.82 back on the loan and put the mortgage current so by the time you finis you loan everythin is pay off to make simple they proses both arrangement at the same time but they never receive any money from HUD, I already contact them and they don't have any record of this please I need help to resolve this problem.

  Customer Answer

  Date: 05/01/2024

  I received documentation by mail on 4/29/24 of the lien holder records on my title of $20,711.82 has been satisfied and removed from the title, So the error its been corrected, I want to thank you for the assistance and support during this process.

  Thank you

  ************************************

• Initial Complaint

  Date:04/25/2024

  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 keep receiving threatening messages from LakeView Loan Servicing LLC stating they have or will force place **************** on my loan when I already have **************** and have since the inception of my loan. This started when Lakeview purchased my mortgage from my original mortgage provider. Then said my coverage was not up to their standards after the purchase of my mortgage. Then at their request I increased my insurance coverage and canceled my previous policy and have provided evidence of both policies and my cancelation with my original hazard policy. Now I keep getting letters stating they will force place insurance from the time my loan was originated to the time they purchased it because I have not provided evidence that the property was insured during that time. When in fact the property was fully insured when Lakeview Loan Servicing LLC purchased my loan from Pulte Home Mortgage.

  Business Response

  Date: 05/03/2024

  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, LoanCare, LLC (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.
  
  Upon receiving the complaint, LoanCare research confirms that the ******************** policy number PWB84211523 was in effect from July 2023 through February 2024. The borrowers account has been updated to reflect continuous coverage as required.The Lender Placed Policy that LoanCare was in the process of purchasing on the borrowers behalf has been canceled. There was no premium payment disbursed for this policy and as such, no refund is due with no payment change.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter has been sent to the borrower from LoanCare. 

• Initial Complaint

  Date:04/24/2024

  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.

  I have consistently had issues reaching anyone at this company, LoanCare which is servicing my loan from Lakeview. There is no way to email them, there chat bot is simply to point you to things you can do within your account, the phone number simply plays a message with no way to get to speak to anyone. I have serious things that I need to reach out to them for and I have no way of reaching anyone. Previously I have sent mail and never received a response.

  Business Response

  Date: 05/03/2024

  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, LoanCare, LLC (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.
  
  Upon receiving the complaint, LoanCare research confirms that on April 25, 2024, *********************** spoke with a LoanCare agent to address their concerns. LoanCare provided status updates from their *************************** as well as additional contact details for ***************** Collections, and Foreclosure Attorney information.
  
  LoanCare reviewed the account and showed no conversation to substantiate the request to change the address to the customers current residing address at *************************************. LoanCares policy is that the Primary Borrower will receive all correspondence at the property address to minimize security risks; however, co-borrowers can conveniently create their own profile to request paperless correspondence to receive via email.
  
  The customer also stated that they have sent mail. LoanCare have been unable to locate any correspondence. When sending correspondence, please be certain to use the address listed on the billing statement. For your review, LoanCare has enclosed additional billing statements and notices sent to the address on file with their letter of response sent to the customer.
  
  ********************** will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter has been sent to the borrower from LoanCare. 

• Initial Complaint

  Date:04/23/2024

  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 have tried to exercise my option to recast my mortgage loan with Lakeview Mortgage Servicing thru ****************. I have a question on the form. I have been unable to contact an agent for clarification. The phone number listed is an automated system that is an endless loop.

  Business Response

  Date: 05/01/2024

  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 administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.
  
  Summary: Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. **************** reviewed the loan and determined that they received a check in the amount of $100,000.00 on March 31, 2024. As a result of **************** not receiving the required Recast form from the customer, another form was requested. The customer was contacted on April 26, 2024, and was assisted with filling out the Recast form.
  
  **************** received the signed Recast form on April 30,2024. A follow-up email was provided to the customer advising receipt of the Recast document. Note***The process to re-amortize the loan will begin and can take up to 90 days to complete. The customer will receive the Recast agreement, which will require the customer to sign and return.
  
  We trust this is responsive to the complaint. *************** sent a detailed explanation email to the customer. In this email *************** explained how their automated phone system works to avoid having issues in the future. 

  Customer Answer

  Date: 05/02/2024

   
  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,
  
  *************************