Complaints

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

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  Lakeview Loan Servicing, LLC

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

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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

• Initial Complaint

  Date:04/16/2024

  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 am a Realtor working for a person selling their home. Lakeview contacted the seller saying how she could do a loan assumption to give buyers leverage when she sells her home. She is military and wanted to get a buyer ASAP so she advertised the deal Lakeview had suggested. When starting the process, I called Lakeview to go over the entire process because I had never did it. The lender I talked to gave me very generic information, but they are experts so I took them on their word. When I listed the house, it was actually another Realtor interested in the home that schooled me on everything I needed to know (i.e. if a person with a VA loan let's a none VA loan assume it, the seller doesn't get that portion of her VA loan back to use). I ended up being the buyer ans seller agent and the home went under contract March 19, 2024. The seller, buyer, and I called for weeks trying to get information on what is the next stept to get the ball rolling to no prevail. They had no number that we could call to talk to someone directly in the assumption department and said we would have to email them. The emails never were answered. Finally, the seller called and the package was sent to her but it should have (according to Lakeview) been sent to the buyer to fill out. They seller sent it to the buyer and it was sent to Lakeview April 6th. To date, we have called and emailed Lakeview but they have not said ANYTHING! Both of my clients are transferring military and they are in a time crunch. My seller is well qualified, has contacted the VA to let them know she is trying to do a loan assumption with another VA user to make sure the process is quick as possible. Lakeview Loans are dragging their feet, not communicating with neither of my clients, and have terrible customer service because we cannot talk directly to who is processing this loan. I have never experienced anything like this before. I need answers to why they are not prioritizing my clients loan application.

  Business Response

  Date: 05/01/2024

  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.
  
  The complaint was filed by the realtor. Lakeview apologize for any delay in the process and has since confirmed with our assumptions team that contact has been made with all applicable parties.
  
  Lakeview will consider this concern resolved based on the actions of our assumptions team.

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

• Initial Complaint

  Date:04/15/2024

  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.

  Loancare is my mortgage company and they are responsible for dispursing my homeowners insurance payment in full each year. This is part of my monthly mortgage payment each month. Loancare did not pay my homeowners insurance ontime and went months before a payment was issued to my homeowners insurance company and they canceled my coverage. Now I am not able to get another policy due to lapse in coverage and Loancare is charging me an extra $500 per month due to their negligence. I have reached out numerous times to get the issue resolved and they will not do anything about it. I made my payments on time and I should not be held financially liable for their mistake. They should not be increasing my fees and they should also have to pay the inspection fees for me to be able to get new coverage. This was 100% their mistake! It is also very unprofessional that NO ONE will return my calls and try to resolve this.

  Business Response

  Date: 05/10/2024

  A letter was sent to the customer explaining the insurance issue. The loan was analyzed for payment adjustments.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21576250
  
  I am rejecting this response because: I have not received any letters regarding an adjustment. For *** i paid an additinal $500 and my June statement is $450 over my normal payment. I also had to pay for new inspections to shop for new insurance. Your response does not address the issue that Loancare failed to pay my insurance so it was cancelled and placed forced insurance costing me an extra $500 per month and it makes it where I have a really hard time finding new insurance since most companies won't accept forced placed insurance. Please address the fact that this financial error was Loancares fault, not mine and it should not be my financial burden. Since Loancares failure to pay is not my fault the costs should be absorbed by Loancare. 
  
  Sincerely,
  
  **************************

  Business Response

  Date: 05/24/2024

  On May 24th, 2024, *************************** from **************** of the customer team reached out to ************ to provide the below details and resolution:
  LoanCare confirmed that the premium for ************** Citizens policy has been paid from the escrow account and advised the refund from the Peoples Trust policy for $2,401.00 was refunded directly to the servicer LoanCare. In addition, ******** explained that with the refund they were able to re-analyze her escrow account with a new payment effective 06/01/2024 $1,559.85 which reduced ************** payment by $70.00 per month.
  The customer did not have any further questions.

  Customer Answer

  Date: 05/24/2024

   
  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:04/13/2024

  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.

  Lakeview Loan offered a Covid Hardship waiver that would put my loan on hold for 6 months and then restart after the 6 months. They told me that the loan would be on pause and that once I restarted the loan that I would have to add that time(6 months) and money owed to the end of the loan. Well I am going thru refinancing on my loan and found out that they not only added that money to my loan but have also put a lien against my house for that amount. I don't see how this can be legal.

  Business Response

  Date: 04/25/2024

  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. This customer had a prior modification processed back in April 2022. See attached information.
  
  On 09-26-2022- *************** received an application for loss mitigation options via the website. A Pandemic Forbearance Plan was approved and set up. On 09-27-2022- A Pandemic Forbearance Plan was mailed to the borrower. The letter notified the borrower that starting with the 10/01/2022 payment, the monthly mortgage payment of $1,260.03 would be paused and they would not need to make a payment for 3 months.
  
  Notes showed various phone calls back and forth between the customer and **************** during September and October 2022.  On 11/11/2022, the customer called in to extend the Forbearance Plan for additional time and was told he needed to call back in December as there was still time left during his current Forbearance Plan. 
  
  On December 2, 2022, the customer called back in to **************** and per customers request for an extension, the Pandemic Forbearance Plan was extended for another 3 months.
  In February 2023, the customer called in to **************** to discuss the forbearance plan ending and a workout solution. The borrower was advised that the account was eligible for Mortgage Recovery Advance (MRA) and that he was required to complete and return a full complete application along with supporting income documentation.  
  
  Customer went through a review process, at the beginning of 2023 with **************** sending in various documents.
  Notes documented several phone calls back and forth between **************** and the customer concerning missing documents. 
  On 02-17-2023- SPOC request was completed. Per request, a Disaster Partial Claim evaluation case was opened for review. On 3/2/2023 the customer called in and stated documents were submitted for the mod and the Hardship was resolved. The customer also informed the servicer that he applied for HAF funds as well.
  On 03-17-2023- The Modification Team updated the account to reflect that the Disaster Modification was approved, and that the data was sent to prepare the final documents.
  On 3/27/2023- The ***************** updated the account to reflect that the Partial Claim document was received **************** received back the fully executed documents for a Disaster Modification, Stand Alone Partial Claim and on 3/28/2023 was submitted to booking. 
  
  Please note that a partial claim is the outstanding past due amount balance which had not been paid during the period of his Pandemic Forbearance.  Instead, that balance is placed at the end of the loan as a junior lien in the amount of $8305.25.  As mentioned, this partial claim was booked on the account effective March 29, 2023 and the account was reinstated and due for May 1, 2023. 
  
  It is important to note that as mentioned above, the customer had also executed and completed an earlier Extended Loan Modification back in in April 2022. This could be part of the customers confusion. This modification assisted in bringing the loan due from October 1, 2021, to June 1, 2022.  An email response was sent from **************** advising the customer of the information above as well as the documents attached.

  We trust this is responsive to the complaint. *************** has made an attempt to contact the customer via phone, a detailed explanation email was sent to the customer. 

  Customer Answer

  Date: 04/26/2024

  The problem with their response is thst the Company was only supposed to do the same thing that they did the first time. Instead, the person I talked to set up two plans simultaneously without informing me. Then, when I was alerted about this problem,  the person on the phone did the opposite of what I requested and that is why we are where we are now.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21572365
  
  I am rejecting this response because:

  The problem with their response is thst the Company was only supposed to do the same thing that they did the first time. Instead, the person I talked to set up two plans simultaneously without informing me. Then, when I was alerted about this problem,  the person on the phone did the opposite of what I requested and that is why we are where we are now.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  Re: BBB Rebuttal Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. We reached out to the subservicer **************** to assist with providing a response to your BBB rebuttal, as they are servicing the account on behalf of **********************.
  
  **************** Response to customers Rebuttal:
  After reviewing your account, **************** found that they previously responded with all details to your concerns regarding the loss mitigation review process in April 2024. Here is their response:
  
  **************** detailed the account record of the review process and advised that when **************** representative called on February 14, 2024, you informed them that the financial hardship was resolved and further participated in a post pandemic questionnaire.  At that time, you were also advised that the account was eligible for a Mortgage Recovery Advance (MRA)which did not require a full complete application but that you preferred to move forward with a full application for a Traditional Modification; therefore, per your request, an application for assistance was sent via email to the address on file. The record shows that we received your application for loss mitigation options for review via the website on February 17, 2023. The account showed that you participated in the review process for potential available Loss Mitigation options.
  
  **************** further advised that when a review was completed by the Modification Team on March 16, 2023, it was determined that the account was eligible for a non-delegated workout; and therefore, was submitted for approval. On March 17, 2023, **************** called you to advise you of the status of the review process in that while the results of your application determined missing documents were needed, they also advised that based on a review of the account, your loan was in the process of being reviewed for a Partial Claim.   In our previous response letter, we clarified that **************** cannot negotiate the terms of a loss mitigation offer as they are required to adhere to Government and investor guidelines.
  
  **************** advised that you were approved for a Standalone Partial Claim in the form of a Mortgage Recovery Advance (MRA) and the account showed the fully executed Partial Claim Agreement signed/dated March 23, 2023 and was received back March 28, 2023. Therefore,the Partial Claim was completed on the account. Per the terms of this, the outstanding past due balance is placed into a new interest free junior lien payable to the United States of America acting through the ********************* called a MRA.  Thus, you will have an MRA lien against your property in addition to the lien that secured the first mortgage.
  
  **************** also advised that a review of your application for a Traditional modification was completed;however, the evaluation case was rejected and closed due to your acceptance of the Partial Claim.
  
  Lakeview will consider this concern resolved based on the actions of the servicer ****************. However,if customer has any additional questions, please contact ******************* at *************** directly:  phone number ************, or Mr. ******* **************** team who is readily available to assist at ************. Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT). We had also asked for them to pull the prior phone call recordings to confirm their responses and the information above. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21572365
  
  I am rejecting this response because: You probably should have listened to the recordings before responding because then you would have heard the problem with their response. Their representative set up 2 plans which were neither of what I asked to have done. I told them very clearly that I wanted to repeat the same thing that I had done the first 6 months. The representative assured me that that was what he was doing, but in fact he wasn't doing that. When I found out about the mistake by ***************, I demanded to talk to a supervisor to correct the mistake. The supervisor also incorrectly picked one of the plans that I said I didn't want as his way of fixing their mistake. He also assured me that I had to fill out the forms that he sent me in order to do what I wanted. Well, turns out, the supervisor also lied and roped me into a lien against my property which I would have never agreed to if I had known that was what they were doing. My fault in this matter was trusting that *************** had my best interest in mind when in fact they only care about their pocketbook and making sure to get money and extra money on top of the original loan. Then, your customer service sends me a message claiming that no interest was charged for that time that I was on a COVID pause when in fact they have charged over $3,000 in interest.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/12/2024

  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 HAVE MY MORTGAGE LOAN WITH LAKEVIEW ***************. I CHANGED MY BANK ACCOUNT AND HAVE CHANGED IT ON THEIR WEBSITE SEVERAL TIMES AND FOR SOME REASON IT DOES NOT GO THRU. I TRIED CALLING THE CUSTOMER SERVICE LINE AND WAS NOT ABLE TO GET THRU AN AGENT. I WROTE IN AND SOMEONE CALLED ME BACK ON 04/09/24, SHE CONFIRMED THEY STILL HAD MY OLD ACCOUNT ONLINE AND THE PAYMENT WAS RETURNED AND I WAS CHARGED A *** OF $15. i EXPLAINED THAT I HAVE GONE ONLINE TO CHANGE MY ACCOUNT AND IT HAS NOT BEEN CHANGED. I ASKED FOR THE *** TO BE REIMBURSED. I AM ABLE TO PROCESS MY PAYMENT VIA MY BANK BILL PAY BUT WHEN I PAY EXTRA I WANT IT APPLIED TO PRINICIPAL PAYMENT INSTEAD THEY TAKE IT AS AN ADVANCED PAYMENT. i HAVE NOT HEARD ANY RESOLUTION FOR THIS ISSUE SINCE 04/09/24. I WANT TO CONFIRM THAT THEY HAVE MY CORRECT ACCOUNT, THAT THEY REIMBURSE ME THE CHARGE AND THAT THEY APPLY THE EXTRA PAYMENT I MADE TO PRINCIPAL. I WOULD ALSO HAVE THEM CHANGE THEIR CUSTOMER CENTER ************ IT DOES NOT PROVIDE AN OPTION TO SPEAK TO AN AGENT. IT WILL NOT ALLOW YOU TO SPEAK TO LIVE PERSON.

  Business Response

  Date: 04/23/2024

  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:
  We apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. After reviewing the loan, it was determined that the bank account information was originally entered on Mr. ******* website in December 2022. The customers banking institution changed the first four digits of the account number. The customer used the correct account for the payments made on February 16, 2024, and March 18, 2024; however, the account used for the March 20, 2024, payment was the old banking information that had not been removed from the web wallet by the customer. The agent advised the customer on April 9, 2024, to delete the accounts in the online portal and enter the correct bank account information.
  
  It is important to know that the bank account that is reflected in the online portal is the original bank account information that was entered in December 2022. As advised by Mr. ******* agent, it is best to completely delete the account information and enter the numbers again.
  
  The Non Sufficient Funds (***) fee in the amount $15.00 was assessed to the account as the payment was returned due to *** in the customers bank account. Mr. ******* incorrectly advised that a request would be entered to waive the *** fee as **************** does not waive *** fees unless it is determined to be an error on the part of their servicing or systems. Please note** **************** escalation team waived the fee as a one-time courtesy. The $15.00 fee was already paid on March 20, 2024, so the $15.00 was reversed and reapplied to the unpaid principal balance (UPB).
  
  **************** research shows that the customer has been sending in electronic BillPay payments from their bank as well as making payments on the website. It is important to note that electronic BillPay payments do not come through with any posting instructions; therefore, the payment will be posted according to the standard hierarchy plan as detailed in the Note and Deed of Trust.
  
  The BillPay payment made in the amount of $5,000.00 was reapplied to the April 2024 monthly contractual payment (MCP) in the amount of $3,080.57 and after completion of the waiver of the *** fee, the remaining amount of $1,919.43 was reapplied to the UPB.
  
  We trust this is responsive to the complaint. **************** has made an attempt to contact the customer via phone, a detailed explanation email was sent to the customer. 

• Initial Complaint

  Date:04/09/2024

  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.

  My mortgage was originally with ***************, who sold it the Lakeview Loan Servicing. The customer service is horrible, it takes on average an hour to get an answer to a simple questions on the phone. Starting in Jan, when I log in to their homepage, it redirects me to a fast lane page that tries to sell me a home equity loan and locks the page, so I am unable to get to my account. I spent an hour on the phone and was told, I would need to remember the complicated steps to bypass this dash board to get to my account, When I call after hours, they try to sell me a life alert system.

  Business Response

  Date: 04/24/2024

  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 the web team was able to assist the customer with their website access issues. If the customer wishes to opt out of advertisements and the new Fastlane dashboard, they will need to return the LoanCare representative call and make the request.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. An email requesting callback has been sent to the customer from LoanCare. If you or the customer have any additional questions regarding this matter, please contact *************************** at LoanCare.

• Initial Complaint

  Date:04/07/2024

  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.

  (Lakeview Mortgage/***************) During COVID and my SAGAFTRA UNION STRIKE which was national, I was out of work and unable to work. I worked with mortgage company (Lakeview ***************) about this issue and they placed me on a modication plan for 3 months at a lower amount. I successfully completed the 3 months and was approved for the loan modification. I was told that the new loan packet was being sent to me in February 2024. I tried to reach out to the company a few times to continue to make the monthly mortgage but was not allowed to while the paperwork was being prepared and sent to me. They did not respond to my messages, I was not allowed to continue the mortgage payments and no letter nor any loan modification packet was ever sent/mailed to me. Ive been waiting for it and nothing came and now they are trying to reverse the approval and charge me all this back pay. Ive been out of the country for a month for work as I am now back at work. Tried to explain that but i cannot get any responses from them!

  Business Response

  Date: 04/18/2024

  Mr.Coopers summary and response:
  After careful research for this loan account, Mr. ******* escalations specialist,******************************* ***************************** sent an emailed communication regarding the resolution to the customer on April 16 (attached) summarizing what occurred. Further details listed below and timeline attached. 
  
  Just to summarize, it was determined that the customer did not make a payment in May 2023, and at that time the loan became past due. In October 2023, a pre-approval modification letter was sent to the customer, he accepted the offer and made the required three trial plan payments; October 20, 2023, the 2nd   payment on December 1 and the 3rd payment was made on January 23, 2024. 
  
  On February 7, 2024, the final permanent modification documents were sent by ***** with tracking ID# ************, and were delivered on February 8, 2024,at 2:39 pm.  On February 13, 2024,the customer sent an email through our secure message center acknowledging that the modification documents had been shipped and was inquiring about making the February 2024 payment. The agent responded for the customer to contact our *************************** so that an account resolution representative can further assist.  After which time, the customers signed permanent modification documents were not returned to **************** by the required due date hence, the permanent modification was rejected as such.
  
  *************** attempted to contact the customer on many occasions; however, had not been able to reach him.
  From February 15, 2024, through April 4, 2024, many attempts were made to contact the customer; however, the attempts were unsuccessful. No further mortgage payments were made.
  On April 5, 2024, the modification was denied, and the denial letter was sent as the final signed modification documents were not returned by the due date.
  The customer finally answered a call when Customer Relations attempted to follow up with him on April 16, 2024;however, as soon as we introduced as ****************, the call seemed to have been disconnected.
  
  At this time, the customer will need to speak to a **************** Loss Mitigation agent to discuss potential options available and to reapply for a modification.
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21541438
  
  I am rejecting this response because:

  Re: BBB Complaint ID# ********
  Response to Respondents Answer:
  
  In the first part, Lakeview/**************** is correct. They made an offer due to my financial hardship at that time due to COVID and the ************** STRIKE (SAG-AFTRA). Union members were unable to work, studios were shut down due to both COVID and the National Strike. I accepted the officer, and I did make all (3) payments they requested right on time. The last payment being in January 2024. After this last payment, I had not heard back. I will continuously log into the online account for updates. Because February was now approaching, I continued to log online to check the status (Keep in mind all of the updates during the Loan Modification 3-month trial were sent via the online account) and because February was approaching I wanted to continue with the payments while I waited for the company to send me the next step. Lakeview claims they sent the package on February 7th, 2024, they did not notify me either by phone or email or letter that it was shipped.  Two, they claimed I received it on February 8th, 2024.
  

  They failed to tell you that the first time I found out that they sent this package was in Ms. ******** email on April 16th, 2024. I immediately contacted ****** checked the tracking and reported this shipment as a lost package as I never received it. Attached you will find a response from ***** in which they suggest I contact Lakeview as they cannot track nor verify nor locate this package. They cannot actually confirm that it was delivered. The picture shows nothing at all and it that alone does not prove I received it. I reported the lost package on the 16th, and as of today, the 18th, 2024, they sent a message asking me to notify the sender that package is lost. (Copy attached)
  Secondly, the message ****************** refers to which I sent was on February 13th, 2024 (copy attached). I am NOT confirming in this message that I received anything, all I said was that I was acknowledging that a package was going to be sent. They are misconstruing my message, and as I stated above, I wanted to continue to make the payments they requested. The only notice I received about being approved for the loan modification came right after I make the January 2024 payment in the first week of January. If they state they sent it on the 7th of February, they took one month to prepare these documents. (Copy of the screenshot of how I was notified that I was approved attached). If I had already received this package already when I prepared and sent this message on the 13th, my question would not have been about how to make the payments.
  
  My point or question has always been, if I was approved right after the January payment, why could I not continue to make the payments they agreed upon while I waited to sign these papers? However, no one could answer my questions when I sent them. Beginning on February 4th through the 9th, I was not home so much as I was at the passport offices daily getting my passport ready for my upcoming business trip to ******, and was also making all kinds of arrangements for my pets, my home, my mail, my grass, etc. since I was/am in ****** for (4) months on business. I do not return to my home in the ** until the first week of June, 2024.  I even damaged my phone and was without a phone for tow or three days while I filed a claim for a new one, so I really did not always have a phone. (If needed, I can provide proof of claim).
  I have repeatedly requested in the past to please notify me via email. I am a stunt performer. My job is not in an office. My work is usually in a desert, in a forest, in the streets, warehouses, alleys, on a moving bus, etc., and I am constantly being kicked, thrown, bashed, etc. all day long. My phone is not allowed while I work. My job is a highly strenuous one. And most of my jobs are from two to three months long. And often out of town or out of the country. In January I worked in LA for a week then it was back to **. I will accept what I can because it is how I earn my income. In the event I can answer my calls, I do try. The day ****************** called me I did try to grab the call but it dropped quickly. My reception is not too good outside the ** unfortunately.

  
  I have been trying to make the payments for the last three months and have not been allowed to. As soon as I found out about the rejection, I sent them a message on the account portal and filed my complaints. Before they even acknowledged my complaints, they notified all three credit bureaus and reported negative information about this account and hurt my credit, which I find unethical.
  Company claims they notified be of this rejection on April 5th, 2024; however, I was not notified of such notice until the 8th, after I filed the complaint. (Copies attached)
  
  When I first purchased this home, I immediately updated the account and appointed my mother, ***********************************, and authorized that she be contacted and allowed to make contact with the company on my behalf, regarding my account. My mother is my financial business manager for my business. She handles the finances and all other paperwork for me on my behalf.
  
  I respectfully request that she be allowed to contact Lakeview on my behalf to assist in resolving this matter. I have already repeatedly requested that due to these circumstances, and due to my NEVER receiving the package with the paperwork, that they reinstate and offer my this loan modification again. They are creating a huge financial hardship for me demanding I make a payment of $23k now in order to reinstate my mortgage. I cannot afford that.
  I did all that they asked, I made the payments they requested, and still wanted to continue to pay and they blocked me from doing so. All I ask is that they continue with the offer they made and reinstate the loan modification program. They offered it because they knew I needed it and qualified for it, and successfully completed it. I can still do that modification. If they need to send me the paperwork again, it will have to be shipped to me in *******
  
  I also insist that they work with my mother, ***********************************. Send all communications with her, and via email. She is still listed on my account as a representative on my behalf. She is also a paralegal and can assist me with the paperwork once I receive a new packet.
  
  ***********************************
  ************
  *************************
  
  Thank you kindly,
  *****************************
  
  

  Business Response

  Date: 05/01/2024

  Lakeview's response is attached. Mr ******* email to the customer regarding his rebuttal is also attached. 

  The final modification documents were sent via FED EX on February 7, 2024.  Basically when the customer inquired about making the payment for February 2024 on February 13,2024, he was advised to call and speak with an Account Resolution Representative.  

  **************** made many attempts to get in contact with ********************** between February 15, 2024 and April 6, 2024;however, the attempts were unsuccessful. As they did not get a response from the customer after the denial letter was sent on April 6, 2024 and they never received the executed modification agreement which would allow completion for the modification process, the prior modification was denied.  The customer will need to reapply for loss mitigation assistance again should he wish to.

• Initial Complaint

  Date:04/05/2024

  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.

  In 2020, I took out a loan on property located in **. I have paid on time-no exceptions. Part of this loan included *** with very clear documentation from the lender that in accordance with federal law, the *** would be cancelled upon buyer request meeting certain requirements. However, the documentation and the law itself clearly states the *** will be automatically cancelled if the equity reached 78% of the original loan value. I have saved my money and paid down to *****% which is clearly marked on the website and acknowledged by the escrow agent (*****) who wrote in response to my dispute. The website also indicates that the value of the home has increased by $100,000. Zillow indicates the value has increased $200,000. However all of that is irrelevant as the documentation and the federal law indicates automatic cancellation based upon the original value. Yet when I inquired as to the cancellation I was informed I had to pay for an appraisal. I filed a dispute. They have closed my dispute. Besides the fact I am being asked to spend more money to achieve something they are required to do my law, why would I trust them to do an appraisal of my home to cancel the *** the law requires them to automatically do? I have had no complaints with this company although escrow seems to continue to increase until this moment. I feel as if they are simply not following federal law. I will pursue this further and expect a refund of all *** payments paid past the point I reached 78%. It is just deceitful, lack of notice, lack of due process to provide clear documentation of the *** expectations that mimic word for word the federal law. And then change the rules once you reach the point as communicated within federal law and their own documentation of automatic cancellation. I want my *** cancelled. I want this company to meet their documented information. I want this company to follow the law.

  Business Response

  Date: 04/19/2024

  Good Day,

  Kindly see attached response letter from the servicer who performs the day-to-day servicing on behalf of Lakeview Loan Servicing regarding the customer's request to remove the *** from her loan account.
  Servicers must adhere to investor guidelines and this is a FannieMae loan.  As such, their escrow team ran this property through the **** system in order to meet the customer's request.  These are the steps involved: 
  1) Verify the *** ratio of the mortgage loan meets **** eligibility criteria.
  2) Verify the borrower has an acceptable payment record.
  3) Verify the current value of the property is not less than its original value.
  a. To complete this, we must obtain a property valuation from **** servicing solutions system to verify that the current value of the property is at least equal to the original value of the property.
  Per ****, the subject property is located with a *********************************** (FEMA) declared disaster area and this event occurred less than 24-months ago. The property evaluation cannot be completed at this time unless a Brokers Price Opinion (***) or an appraisal is ordered to assess the property value, needed to determine *** termination eligibility. 

  The above information is attached for the customer along with the actual **** guideline.  Please work with the servicer directly in order to order the *** or appraisal should you wish.  Ms. ********* contact information is included within the attached responses.  Thank you in advance, 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21538142
  
  I am rejecting this response because: at no point during closing or in any of the documents provided to me (or the law itself) was the procedure communicated. It magically appeared after I paid down. In one response it indicates because I paid early. Im being punished for paying early?  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/24/2024

  We received your BBB rebuttal regarding your PMI removal dispute. We apologize for your frustration.
  
  As per LoanCares response letter dated April 18,2024, the servicer must abide by Federal ***************************** (FNMA)guidelines for Borrower-Initiated Termination of ******************************* Based on Original Value of the Property.
  Per FNMA, when reviewing requests for removal based on written or verbal request for MI termination due to reduction in the *** through the payment of scheduled monthly payments or an unscheduled principal curtailment, the servicer must do the following:
  
  1) Verify the *** ratio of the mortgage loan meets FNMA eligibility criteria.
  2) Verify the borrower has an acceptable payment record.
  3) Verify the current value of the property is not less than its original value.
       a. To complete this, we must obtain a property valuation from FNMA servicing solutions system to verify that the current
       value of the property is at least equal to the original value of the property.
  
  Your request to remove PMI was submitted to FNMA for evaluation resulting in the below decision, see arrows specifically showing FNMAs response. ****** *** requires a BPO or an Appraisal be ordered through FNMA system to determine value and eligibility. 

• Initial Complaint

  Date:04/05/2024

  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.

  My mortgage was sold to this company with automatic ach draft. My first months my ach was drafted as it was with the old company. Then all of sudden Lakeview withdrew an ACH payment 10 days prior to the scheduled date causing mass confusion in my bank account. They admitted on the phone no one authorized this change and have no way to reverse. This has got to be illegal as I did not give this company authorization to not only withdrew an ACH but also withdraw on a date they decided is fit.

  Business Response

  Date: 04/29/2024

  Re: BBB Work in Progress Response to Consumer Complaint Notification

  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.
  
  ********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance LoanCare is subservicing on Lakeviews behalf. LoanCare was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.
  
  Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution.  We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.

  Business Response

  Date: 04/29/2024

  Re: BBB Work in Progress Response to Consumer Complaint Notification

  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.
  
  ********************** contracts with various sub-servicers for all administrative handling of our mortgage loans and in this instance LoanCare is subservicing on Lakeviews behalf. LoanCare was notified to provide assistance and resolution to the borrower, of which we are pending a final resolution.
  
  Lakeview is requesting an extension permitting additional time to obtain the information in order provide a resolution.  We will make all attempts to resolve this as quickly as possible. If you or the borrower have any additional questions regarding this matter, please contact me as per below.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21534431
  
  I am rejecting this response because:

   

  I have still not received a sufficient explanation as to why I received both digital and  mailed communication that my mortgage would be deducted on the  15th of the month  but that was not honored. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/01/2024

  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 according to the enclosed Servicing Transfer Notice, issued to ************************* and ********************************* on March 6, 2024, the servicing of the above referenced mortgage account transferred to LoanCare effective March 4, 2024. As mentioned on page three of the notice, if the account was enrolled in the prior servicers automatic drafting program, LoanCare will continue to draft or deduct their automatic payment once the loan transfers. In addition, if the normal scheduled draft date is between the first and 15th of the month, there will be a delay in processing the first payment, due to the transfer, and the first payment LoanCare draft may be delayed up to a week while they verify the payment details. However, no late fees will be assessed because of the delay,and the normal drafting date will resume the following month, after the transfer effective date.
  
  LoanCare obtained records from the prior servicer that indicate the account was enrolled in auto pay and the payment processed automatically on or around the 5th of each month, prior to the transfer effective date. According to the enclosed Account History, on March 14, 2024, a payment processed in the amount of $2,344.97 and applied to satisfy the March 1, 2024, payment. There was a slight delay in processing the payment, as mentioned above, that is normal due to the transfer. However, on April 5, 2024, auto pay resumed to automatically process the monthly payment on the same date it occurred when processed by the prior servicer.
  
  The BBB complaint contains allegations of illegal or unfair practices such as automatically processing a payment without permission. LoanCare takes such allegations very seriously. LoanCare does not engage in unethical practices or condone such behavior. LoanCare has reviewed the account and is unable to substantiate the claim. Therefore, they are not able to comply with Mr. and Ms. ******* request for compensation or reimbursement. LoanCare deeply regrets any frustration,confusion or inconvenience they may have experienced with their **************** Representatives. LoanCare values their feedback regarding the telephone conversations with their **************** Representatives and they confirm these comments are not taken lightly.
  
  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:03/30/2024

  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.

  My mortgage went up $106 extra/month. This is outrageous based on their Escrow Analysis. None of it is making sense. My Property Taxes went up $377.40 and my Home Owners went up $186.65. This should NOT warrant such an increase in my mortgage.I was told I needed $495.64 as a minimum in my Escrow Balance. I currently have $419.69. That's a $75.95 difference in what's needed. I offered to bring my minimum up with a deposit. They are just gestimating for the year. Every time I call, I get different answers. My county taxes are due in May. With payments for Apr/May, I will have more than enough in Escrow to cover w/o a deficit. I want this investigated. I have asked for another Escrow Analysis bc when you get different answers, you become suspicious. They told me I'm short by $740.56 and that's why they've added $106 onto my monthly mortgage payment. The increases in both taxes and insurance are not that great so it is puzzling to me how I can be that short. Thank you.

  Business Response

  Date: 04/23/2024

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB 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.

  
  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: 04/24/2024

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB 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.

  
  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: 05/01/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to your concerns regarding your escrow concerns. Loan Care prepared the enclosed response including an escrow breakdown for your review. See summary of response below
  

  An escrow analysis was completed on your loan on February 16, 2024. As indicated in this analysis, your account had a shortage of $740.56. When determining overages or shortages, we calculate your escrow balance over the next 12 months to determine the balance each month after payments and disbursements. For your loan, the lowest your escrow balance should ever go is 1/6 of your annual tax and hazard insurance disbursements. For your loan we show the following projected disbursements, this is not including the mortgage insurance premium (MIP) disbursements:
  County Tax: $2,320.50
  Hazard Ins: $653.33
  Total Disbursements: $2,973.83
  As indicated above, the anticipated total disbursements from escrow for tax and insurance equal $2,973.83. This means the lowest your escrow balance should go is $495.64. At the lowest point, if the balance exceeds this amount, your account will have an overage. If the balance is below this amount, your account would have a shortage.

• Initial Complaint

  Date:03/29/2024

  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.

  Mortgage was purchased by company I did not negotiate home purchase using a ********************** Home Loan. New mortgage company did not honor signed buydown agreement brokered by original mortgage company and send incorrect invoices for me to pay every month. My money was put into a separate account and no applied to my mortgage. ****** was sent to the VA claiming I had not been paying my mortgage, thus affecting my credit score! My misappropriated monthly payments have not been corrected in their financial system as of March 29, 2024. I was sent a Mortgage Interest Statement Form 1098 full of errors and cannot file my taxes !

  Business Response

  Date: 04/22/2024

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB 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.

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

  Customer Answer

  Date: 04/25/2024

  I have received the BBB response from Lakeview Loan Servicing and have spoken with several of their employees. I agree with the statement in the letter as the situation is ongoing and needs more time to complete.  Several employees have spoken to me and will contact me when a resolution is made. 

  Business Response

  Date: 05/06/2024

  The servicer LoanCare provided a response and resolution to the customer.