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:03/28/2024

  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 recently had an extremely disappointing interaction with Lakeview **** Services. Their negligence led to my homeowners insurance policy lapsing, leaving me without coverage for almost a year. Heres a breakdown of my experience:Policy Lapse: Lakeview is responsible for paying my Taxes/Insurance through my escrow account. I recently noticed an increase in my payment, so I looked into my taxes/insurance on 3/6 to see where this was coming from. After confirming with the insurance company and Lakeview, they both confirmed that Lakeview failed to pay my insurance premium, resulting in my policy lapsing 9 months ago. Lakeview was notified of the cancellation but no action was taken on their end to pay the premium or get this reinstated after cancellation. They did not reach out to me regarding this issue, and I did not know of the lapse until looking into it this morning and calling their company. Due to the time that has passed since cancellation, the insurance company is unable to reinstate coverage and it will be 30-days until they can provide a new policy. Lakeview advised that I would have to secure new insurance.Customer Service Nightmare: I have spent hours on the phone with Lakeview, mainly waiting on hold. The runaround, long wait times, and lack of resolution are infuriating. I have not been notified of how they will be correcting this moving forward, nor have they confirmed they would be covering the difference in premium. UPDATE 3/28 - Still have not received any updates on resolution from the company. I have reached out several times via email and customer service number and no additional information has been provided.Again, I would like to reiterate - avoid Lakeview **** Services at all cost if you value reliable loan/insurance handling, look elsewhere. Their negligence in performing paid services, lack of accountability, and poor customer service are unacceptable.

  Business Response

  Date: 04/19/2024

  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.

• Initial Complaint

  Date:03/28/2024

  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.

  My mortgage was transferred to this company. Since moving to this company my mortgage has increased over $100. You can't ever speak with a live agent. I am making payments and they arent going towards what they need to go to.

  Business Response

  Date: 04/11/2024

  After Mr. ******* review of the loan, it was determined that there were several midterm insurance changes, which caused the shortage in the escrow account. The loan transferred over to **************** on September 2, 2021, with an
  escrow balance of $8.43. When the next escrow analysis was generated on January 4, 2022, there was a shortage in the escrow account in the amount of $874.34. The property taxes and insurance amounts increased from the initial amounts. However, the escrow shortages and increase in the monthly payments were mainly due to the midterm insurance changes.
  
  
  On April 10, 2004, **************** spoke to the customer to discuss the escrow shortage. Below is a recap of the conversation:
  I spoke with the customer and explained the increase in the payment was mainly due to the midterm insurance changes which caused a shortage in the escrow account. She felt she was given the incorrect shortage amount of $59.28 as she paid that amount, and the account reflected another escrow shortage in the amount of $71.55 on March 28, 2024. I advised her that the amount can fluctuate based on escrow items that are disbursed, and the *** insurance was paid on March 28, 2024, before the escrow analysis was generated. I advised that all the additional payments have been deposited into the escrow account and verified that it is correct. I apologized for the difficulties that she has faced trying to get in contact with a customer service agent. I explained that our phone system requires the customer to be fully authenticated and know what the call is regarding to route the call to the correct agent.
  
  An email was sent by *************************** from Mr. ******* Customer Relations Team explaining Mr. ******* findings.
  

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21499367
  
  I am rejecting this response because:
  I spoke with someone from lakeview, their efforts in correcting their customer service and providing me with a way to contact them directly has been unresolved 
  Sincerely,
  
  *********************

  Business Response

  Date: 04/23/2024

  **************** provided the following response to the rebuttal received:
  On April 10, 2024, Mr. ******* Customer Relations Specialist *************************** spoke to ****************** and explained the increase in the payment as a result of the customer switching insurance policies midterm. Additionally, she explained the reason for the additional shortage that occurred due to additional escrow items being disbursed.
  On April 17, 2024. **************** tried to reach the customer. The agent left the customer a detailed voicemail message was left with steps to walk through the automated phone system.

  
  We want to apologize for the frustration you have experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future.

  
  Identity Verification - For your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy, it will automatically recognize you when you are calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number.

  
  Just Ask- Our automated phone system is designed to help you find what you need quickly, without waiting for an agent. To do this, it needs to know why you are calling. You can say things like, Make a payment, Get my statement, and other self-service items. While we realize that sometimes you may want to speak directly to an agent, our system will first need to know what you would like to speak to an agent about.

  
  Fully Automated Features- To make our systems more secure than ever, certain functions are now fully automated. Some common tasks, such as making a payment, can now be done entirely through our convenient, self-service tools, like our automated phone system or website. Our agents are no longer able to process most payments over the phone.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21499367
  
  I am rejecting this response because: I tried calling in again the other day and cant connect with a human. Its so frustrating I can never complete simple tasks with the company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/22/2024

  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.

  *******/*************** notified me that my 2024 property taxes were going up. I talked to the county accessors office and confirmed my taxes only went up about $250 year I sent numerous emails and faxes to their corporate office and further attaching the letter I received from the county assessor. I have received no communication or response. You cannot contact them by phone, so theyre no alternatives to get this resolved. I am now forced to pay my mortgage with an additional $1,750per month and $21,540 year due to the inaccurate assessment of my property taxes.l by *******.

  Business Response

  Date: 04/05/2024

  On April 4, 2024, CoreLogic contacted Lancaster County and verified that the tax amount was still reflecting as $12,078.74 for 2024 and not the $3,863.00 the customer provided, The Tax Collector confirmed that the customer has not filed for the legal residence and therefore, is not receiving any discount/exemption at this time. The Tax Collector advised the customer must appear at the **************** and file the request. The Tax Assessor will determine if the customer qualifies for the reduction. Additionally, if they qualify for the reduction, the Tax Collector will send the refund directly to the customer.

  
  It is important to note that if the customer does not file for legal residence, the Tax Collector will charge for the full amount for the 2024 property taxes in the estimated amount of $12,078.74 and may create an escrow shortage. The ****************************************************** early November 2024. Additionally, the tax office confirmed there is no refund at this time. Additionally, upon completion of the Assessors review, any refund received can be deposited back to your escrow account to reduce the shortage.
  We apologize for any confusion. If you have any further questions regarding the taxes reported by the county and paid, please contact Lancaster County at ************.

• Initial Complaint

  Date:03/17/2024

  Type:Product 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.

  The company took twice the mortgage pay of *******,2024.In November/December,2023 they deleted the website for security purposes. So they send me an email to inform me that I have to set up my automatic payment again this time in the new website. I did set ** my automatic payment in the new website. Then for ******* they took twice the payment. I called them four times and request my refund two times on the website and the last time by phone because they told me that they did not receive the refund request the first time. They do not have idea whats they doing I need help please to get my refund.

  Business Response

  Date: 03/29/2024

  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 LoanCare reviewed your account and confirmed there were two payments drafted from your financial institution on January 5, 2024. LoanCare reversed one of those payments on March 19, 2024, and returned a check to the customer via overnight delivery. It has been confirmed the check was delivered to the customer mailing address on March 21, 2024.
  
  As of the date of this letter the account is next due for April 1, 2024, payment.
  
  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. 

  Customer Answer

  Date: 04/04/2024

   
  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:03/14/2024

  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.

  Our loan was recently sold to this company. We received our mortgage statement and the monthly is almost $400 higher than previously. I CANNOT REACH THEM. They dont answer their phones and the one time I was able to get a live person, she hung up on my after I explained my issue and that I needed information on why they increased our mortgage payment. Ive tried chatting on their site to no avail, and their automated system goes in circles while not allowing you to speak with someone. If they cant answer their customers, they should not be buying loans.

  Business Response

  Date: 03/29/2024

  A review of your account determined that the payment change effective April 1, 2024, was determined prior to the transfer of servicer. An escrow analysis was completed by the prior servicer on January 23,2024, which resulted in a payment change from $3,648.66 to $3,925.12 and increase in monthly payment amount of $276.46.
  
  We have enclosed a copy of the prior servicer Escrow Disclosure Statement for your review. When the loan transferred to ****************,the account was due for 3/1/2024, in the amount of $3,648.66. **************** issued the April 2024 billing statement to reflect the payment due for April 1, 2024,in the amount of $3,925.12. A call attempt was made followed by resolution email sent to the customer on March 27, 2024.
  
  On 03/28/2024, **************** reached out to ************ to discuss her escrow concerns. Below is a recap of the conversation:
  We called and spoke to the customer. The customer confirmed receipt of the resolution details and stated was unaware of the analysis completed by the prior servicer. We discussed the results of the prior servicer analysis and the customer confirmed that all questions regarding the analysis have now been answered. The customer confirmed that she was informed of supplemental taxes at closing but was expecting the taxes to be billed in a lessor amount. However, she understood that supplemental taxes are not escrowed,and the property tax amount was paid in an amount as expected. The customer stated the intent to make a payment toward the shortage and to request a new analysis after receiving more information directly from the tax agency regarding the breakdown of the supplemental taxes. The customer was provided with my direct contact information for future reference.

• Initial Complaint

  Date:03/13/2024

  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.

  Since the Cyberattack in late November/ Early December I have been unable to have my mortgage payments applied to my mortgage. Not only were my original payments "kicked back" as a returned check (which they weren't) they were NEVER PROCESSED ON THE COMAPNIES END. I was not properly communicated with. I reached out to find out why no monies had been taken out of my bank account on multiple occasions. They reassured that it was received and paid at one point. Then kicked back again and told it was the wrong checking account number on file. (I also had to reach back out again to find out any of this happened). I updated checking account information even though it looked correct on my end. Submitted 3 more payments total all to be returned. I verified with my bank that nothing was pending or being processed by Loancare/Lakeview. Multiple investigations have been open and closed with no progress. As a result of the paperwork sent from the investigation I can now see that the bank account information on their end was and has never been ANY of mine nor anything I could have submitted at any point. This leads me to believe they have a glitch in their system since the Cyberattack. I was locked out of paying online and submitted the full balance owed as of February via cashier's check. Which they have now lost. I have proof of delivery to their address. I then submitted March mortgage payment via Moneygram. I have attached multiple proofs of not only the cashiers check, proof of withdrawal and proof of delivery to your company. I will also send my bank statement once it is generated by *********** Your company has not only been kicking back valid payments for months, changed my banking account on file, not communicated properly, charged late fees, forced me to pay extra money out of pocket to mail and wire money over, ruined my credit and has now lost $4,551.68 that has been pulled out of my bank account. I will take legal recourse if not resolved this week.

  Business Response

  Date: 04/05/2024

  Thank you for allowing additional time for completion. The payment issue has been resolved, all adjustments needed have been performed and borrowers have been advised. the attachment is a brief recap of what transpired and the resolve.

  Customer Answer

  Date: 04/05/2024

   
  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:03/11/2024

  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 recently transferred to Lakeview Loan Servicing. I received a letter from the previous lender with information about setting up my new account and payments with Lakeview. The letter stated that I would be able to access and set up my loan starting on 3/4/24. On this date, I tried to set up my account online, but was unable to so I called their customer service number and was informed that I would have to wait until 3/8/24 to set up my online account. On 3/8, I attempted to set up my account again, and ran into the same issues. I called back and was told that I actually had to wait until 3/11/24 to set up my online account.It's now 3/11/24, so attempted to set up my online account, but it was still failing because the account number I was given in my documentation to use to set up my account was wrong. I called again today and was told that my account number was completely different. I had not been mailed or emailed anything with this information, so if I had not called I would not have been able to set this up. While on the call, I told the agent that the loan transfer process didn't meet my expectations and was so far a negative experience. She hung up on me. I called back, because I still had additional questions about setting up bi-monthly payments. With my previous servicer, as my account was paid up a month in advance, I was able to make partial payments. I was told this was not an option with Lakeview and that they would not accept advance mortgage payments if it was not a single payment of the full amount.When I asked where I could submit a complaint about this and the transfer process, the customer service agent told me that I could "write it down in a notebook." Absolutely appalling.

  Business Response

  Date: 03/22/2024

  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 LoanCare mailed the customer the welcome letter, dated March 6, 2024, so they would have important information about the transfer of the accounts servicing, and their new LoanCare loan number for reference.Upon transfer of sub-servicing to LoanCare, each loan goes through a verification process, which ensures all the transferred information is accurate, and loaded to the system properly.
  Under the *********** Settlement Procedures Act (RESPA), the customers loan will not receive late fees or have negative credit reporting for the first 60 days, to allow time for the above-referenced verification process.
  
  As detailed in the Closing Disclosure [Page 4], the lender does not accept any partial payments.If LoanCare receives an amount insufficient to bring the account current, the funds will be held in unapplied funds until funds are received, which are sufficient to satisfy one monthly payment. If not received right away, funds can be applied to reduce a borrowers principal balance or towards any fees and costs.
  

  LoanCare sent the customer a copy of their Automatic Draft Confirmation, the first auto draft will take place April 1,2024, and on the first day of each month thereafter.

  The servicer LoanCare is committed to delivering the highest quality of service to every customer. LoanCare strive to build long-term relationships based on integrity, trust, and competency. After LoanCare reviewed the telephone call referenced in the customers correspondence, ******** confirmed that their Management Team has been made aware of the concerns regarding the process for submitting a complaint. We appreciate your business, and truly regret if we did not meet your expectations.
  
  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:03/10/2024

  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.

  Lakeview has repeatedly added comments to my credit report I have challenged the balance of my loan. THIS IS NOT TRUE!!! I have repeatedly asked them to REMOVE the comments and they keep adding them. I never once challenged my balance, I challenged the fact they were insisting I had a lapse in HOI and were going to charge me an exorbitant amount of money for it!!! They are singing my credit repeatedly with this nonsense that is NOT TRUE!!!

  Business Response

  Date: 03/21/2024

  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.
  
  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ********************************* regarding her concerns. LoanCare provided the enclosed written letter in response.
  
  In Summary:
  LoanCare follows all servicing guidelines with regard to the submitting of information to the credit bureaus. Although LoanCare was unable to substantiate the customers claim of repeatedly adding comments that the customer challenged the balance of their loan, LoanCare is required to add a comment anytime a dispute or complaint is received and/or resolved.
  
  Per the customers written request, on March 14, 2024, LoanCare updated their reporting by submitting a request to the credit agencies for removal of the dispute/resolved comments. While LoanCare submitted this information electronically, please allow time for the credit bureaus to update their records. We regret that you did not receive the service you expected. We appreciate your patience as we worked to resolve this matter.
  
  We trust this is responsive to the complaint and provides the necessary information for the Better Business Bureau to review.Should you or the Better Business Bureau need anything further, please contact **************** of the customer at **************. We are here to help assist, thank you.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21413025
  
  I am rejecting this response because:

  Although Lakeview has finally removed the unnecessary comment, they have now increased my mortgage balance by $371.  How is that possible when I have no late payments, and I am paid ahead for half of my May 2024 mortgage payment?  This company is unethical and dishonest.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/11/2024

  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: 04/11/2024

  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: 04/18/2024

  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.
  
  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ********************************* regarding her concerns. LoanCare provided the enclosed written letter in response.
  
  In Summary:
  LoanCare follows all servicing guidelines with regard to the submitting of information to the credit bureaus. LoanCare reviewed the customers account and confirmed that the balance being reported is accurate as reported. A copy of the customers account history along with principal balance was mailed to the customer from LoanCare.
  
  LoanCare recommends when the customer is reviewing changes to their credit report, please ensure to use an official credit report, as third-party sites such as Credit Karma are not always the most accurate.
  
  We trust this is responsive to the complaint and provides the necessary information for the Better Business Bureau to review.Should you or the Better Business Bureau need anything further, please contact ********************* at **************** of the customer at ************************ Eastern Time. We are here to help assist, thank you.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21413025
  
  I am rejecting this response because their response is nonsense.  This company is unethical and deceitful.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/28/2024

  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.

  Disabled vet was receiving tax exemption on mortgage for over 2 years. Vet was quoted wrong incorrect mortgage rate and received said payment then 1 weeks later saying that I'm behind for the previous mo th and have a balance still. They will not pull tapes and 5hey continually stand behind their ignorance.

  Business Response

  Date: 03/14/2024

  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 borrower is 100% tax exempt with Clay County for the Ad-Valorem taxes; however, the borrower is still responsible for the non-ad-valorem taxes for $2,013.13. Tax information on the account has been updated to reflect the current tax amounts owed.
  
  On March 11, 2024, the LoanCare representative and the borrower discussed the information regarding their tax obligation with Clay County. It was also advised that the borrowers homeowners insurance premium was disbursed on March 1, 2024, for $3,217.59.This premium is significantly higher from what was paid last year, the borrower stated this was not accurate and that they would be reaching out to their county tax assessors and insurance company for more information. ******** has sent a copy the borrowers most recent tax bill from Clay County for their reference.
  
  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. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21359558
  
  I am rejecting this because: 

  Even with the increases on insurance and the tax still doesn't compute to what they are saying my mortgage is. The "corporate"  handler is not returning my calls.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB Rebuttal 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: 04/05/2024

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

• Initial Complaint

  Date:02/19/2024

  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.

  Refinanced my Mortgage with Lakeview Loan Servicing, LLC formerly known as ********** LLC. During the closing I signed a document specific to the state of ********* called the ********* Property Tax Escrow option which gives me the right to choose how I would like my taxes paid, ie.; annually or Bi-annually and there used to be an option for you to have the mortgage company send you a check at the end of the year so you could go pay the taxes yourself. I used to be certified through the *************************** to go out to peoples homes to complete the loan signings for Banks and title companies. I bring this up because I knew exactly what document to look for when closing the loan. I am 100% percent certain that on the ********* Property Tax Escrow option we chose the option to have our taxes paid once per year. During the 1st year of payments I noticed the taxes were being paid twice per year and I bought it to their attention. They looked and according to them I selected the option to have my payments made twice per year. After going back and forth with the representative swearing I didn't select that option, I was instructed to send an email to the tax division requesting the change from twice per year to once per year. I did that and have had several "escalation" processes scheduled for a supervisor to call me. Well they call from a number that doesn't ring on the phone and they leave a voicemail telling you to call back at more convenient time to speak to them regarding the matter. When you call the number they give you a recording comes on saying the number is invalid or doesn't except incoming calls. This has been 2 years now and I am still seeking resolution. I asked a representative on 2-16-24 to send me a digital copy of the original document showing what selection I made on the ********* Property Tax Escrow option, the email I got as of 2-18-24 only contained the closing disclosure and my first payment letter. Why is this so difficult to change?

  Business Response

  Date: 03/14/2024

  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.
  
  ********************** 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 needed from the prior servicer 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: 03/15/2024

  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, ************* (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. 

  Please see detailed resolution letter attached. Thank you