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:02/05/2024

  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.

  On 2/5/24 I called loan servicing to attempt to pay lakes fee son my mortgage payment. However the lady who took my call could not perform such payment due to the system design. So I explain that the online system payment was for $936 and some change and I couldnt make that payment because their system option did not allowed me. It only took my payment for a regular mortgage payment of $892 and some change. Im doing my due diligence of payment one month behind mortgage plus late fees, but they dont want to apply it nor take my payment after the fact their system doesnt allow it. I attempted to give them feedback so they can correct their system on how it process payments and allocate them properly with more flexibility. The customer service rep did not understood my point and was not friendly enough to forward my feedback for a better customer experience. At this rate my late fees will grow and grow into snowball because I cant apply them. What a STUPID LOAN COMPANY they are in not accepting feedback. So STUBBORN. NAIVE. AND IMBECILS. Im doing my part to properly take care of my obligations and repayment late fees, but they are not willing to do anything. They do only what the system tells them. They are ROBOTS. No wonder this generation is dumb.

  Business Response

  Date: 02/19/2024

  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 reflects, no funds were received for application towards the borrowers account in October 2023, which caused a delinquency and on February 5, ****, LoanCare had not yet received funds sufficient to satisfy the February 1, ****, contractual payment. LoanCare has sent the borrower a copy of their Deed of Trust which in Section 2 highlights - Application of Payments,details the order in which all payments shall be applied, late charges are not listed first. Therefore, the monthly payment must be satisfied prior to paying any late charges.
  
  LoanCare also sent the borrower a copy of the Note, for their reference. ******** contacted the borrower and provided an explanation relating to the complaint. On 02/08/**** LoanCare thanked the borrower for his feedback. As a one-time courtesy, ******** advised the borrower that both late charges have been waived and he can make his regular mortgage payment without concern about past late charges.
  
  As of today, the borrowers account remains due for the 2/1/**** payment.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. A detailed resolution letter along with supporting documents have been sent to the borrower from LoanCare.

  Business Response

  Date: 02/19/2024

  Please see attached our official response letter.

  This case is considered closed. Thank you.

  Customer Answer

  Date: 02/20/2024

   
  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:02/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time since this company has had possession of our loan that they have made this mistake, so I was watching for it and started trying to make sure it didn't happen again way back in August of 2023. Our wind and hail insurance payment was due to be paid from escrow on October 8 of 2023. In August, I started contacting Lakeview/Loancare to make sure the payment would be made. I was assured that it would. In late August, we received a check from USAA for overpayment of our homeowner's policy which alerted us that something was wrong. We immediately returned that money to Lake view. We found out later that they had sent a bulk check to the wrong address at USAA. Because of my persistence, eventually the payment was sent to the correct address, but it was late. In the meantime, because SC requires the insurance, Lakeview took out another policy in our name and informed us because we had allowed the nonpayment, we would owe them for that policy difference. They were sent letters in both August and September regarding the matter which stated clearly what to do. Lakeview did not follow the proper procedure, therefore it is their fault that any of this occured, yet they are increasing our monthly payment to cover the mistakes that they made. We have tried to resolve this matter with them multiple times, each time with no satisfaction.

  Business Response

  Date: 02/23/2024

  The Customers current USAA homeowners policy number ending in XXXXX54891A has an effective date of 08/31/2023 through 08/31/2024 and LoanCare anticipates their next premium disbursement to occur in August 2024. The ********************* **************************** ************************ policy number ending in XXXXX49312 has an effective date of 11/02/2023 through11/02/2024. LoanCare anticipates the next premium disbursement to occur in November 2024.
  
  A refund of $153.00 was received and deposited back into the customers escrow account on February 6, 2024. LoanCare reanalyzed the escrow account on February 12, 2024, which resulted in a lower shortage of $1,208.52. Although the customers have the option to pay for this shortage in full, they may elect to spread the shortage amount over the next 12-month period and their payment will be reset to $2,994.15, with the effective date of March 1, 2024. This information will also be forwarded to the customers residence under separate cover.
  
  On 02//21/2024, **************** of the customer representative ************* spoke to the customer to discuss the details of the resolution. ******************* had further questions regarding the breakdown of the escrow shortage and how its calculated. The customer requested a ******** escrow shortage spread. On 02/22/2024, LoanCare emailed the customer confirming the new payment with the 24-month escrow shortage spread would be $2,943.80 with an effective date of 03/01/2024.
  
  

  Customer Answer

  Date: 02/24/2024

  Loancare had made the same mistake (sending a bulk check to the wrong address to pay wind and hail insurance) in years past, so I was aware that it might happen again.  I started in late summer trying to make sure this didn't happen again in October of 2923.  It did and I spent months trying to get resolution to no avail.  Loancare only responded after I contacted 2 third parties - BBB being one of them.  They are a terrible company with terrible service and I rue the day they purchased our loan.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21246736
  
  I am rejecting this response because: Loancare had made the same mistake (sending a bulk check to the wrong address to pay wind and hail insurance) in years past, so I was aware that it might happen again.  I started in late summer trying to make sure this didn't happen again in October of 2923.  It did and I spent months trying to get resolution to no avail.  Loancare only responded after I contacted 2 third parties - BBB being one of them.  They are a terrible company with terrible service and I rue the day they purchased our loan.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2024

  Hello ***************************,

  We appreciate your bringing this to our attention and hear your frustration.  We do apologize for any inconvenience you may have experienced. LoanCare has responded to your concerns and provided you with a resolution. Should you have any further questions please feel free to contact ***************************** from **************** of the ******** Team at telephone *********************** or Lakeviews issue resolutions team at telephone ************. We are here to help. 

  Customer Answer

  Date: 03/04/2024

   
  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:02/04/2024

  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.

  Let's start with the fact that this business has NO email address for support and lies about the availability of their support. They rarely will pick up the phone and if no one is available you cant even leave a message. No one will get back to you and their support team LIES so I am posting here.I tried to reach them for several days during their supposed hours to cancel my PMI since they are legally required to cancel it on request. Once the principal balance of your mortgage is scheduled to fall to 80 percent of the original value of your home this is required BY LAW. Finally I got a hold of someone who first tried to tell me that I couldnt cancel it yet because I wasnt at 80%, which was an outright LIE. Then after arguing and telling them to check the records, they admitted fault and said they would cancel it, but it could take a month. It has been 3 months and so far nothing has happened and I am still paying PMI. I guess they think they can get away with this with no accountability. This is absurd and it is absolutely egregious that this company has an A+ rating on BBB. They should be put out of business for how they treat their customers and the **** poor reviews they receive to this day. Anyone who operates a business this disrespectful and careless should be ashamed of themselves.

  Business Response

  Date: 02/13/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to ************************ *** removal concerns. LoanCare provided the below response:
  ************************ request for *** was reviewed. The request for *** was denied. Per the **** *** and the **** Evaluation results attached. The *** property value is $463,300.00. Which is less than the original property value of $497,000.00. This is bringing the loan to value over 90% which does not meet the eligibility requirements for *** removal.

  
  ***** Chamber from **************** of the ******** spoke to ********************** and explained the reason for the *** removal being denied was due to the current property value being less than the original purchased value. The customer was advised that if he did not agree with the current property value that he has the option to request a BPO for $190.00 or an appraisal for $450.00. It was explained that he would incur out-of-pocket expenses for one of these options. ***** also discussed the automatic termination of *** once the loan reaches a certain LTV (Loan to Value) percentage. ********************** will consider his options. He had no further questions.

  Customer Answer

  Date: 02/16/2024

   
  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:02/02/2024

  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.

  This company bought my mortgage from Tidewater shortly after signing my closing agreement and has not honored any of the closing agreement statements, they have let my flood insurance lapse and then charge me penalties. They let my house insurance lapse then charged me the penalties when its clearly in the escrow agreement of the original Contract they have not sent me a 30 year print out on what my bill should look like and they are not on the **** list to have a **** loan and I want to seek legal repercussions if I dont get a resolve. Each year something is lapsing. Last year was flood. This year is my hazard insurance lapsing I do not understand why this company cannot pay my bill or keep my policies current.. I feel that all the homecomings I work with ********* and now Lakeview that our company with ******* or fraudulent and I want resolve. I had documentation showing that my flood insurance wasnt lapsed for a year and in 2022. They claim that I had let it lapse in November 2022 which it was supposed to take me to November 23 of this year that just passed. Now theyre telling me my hazard ************** has lapsed which shouldve been covered under my escrow which I guess they didnt pay all year through the escrow and raising my mortgage $300 $400 to an under **** loan your rates are fixed and theyre not supposed to change so I need explanations to all this But Im gonna seek a lawyer! This has happened every year the past 2 years. every time theres a security breach, they lose your information and then your information is made subject to scam or out there in the public that they gotta provide protection, for that is another problem. Why cant they keep your information secure I want to be under another company. furthermore, they dont tell you the lapse until its almost time for the information to expire. They dont send you no information to tell you why things have lapsed either. Left messages and emails with no response! I

  Business Response

  Date: 02/26/2024

  Re: BBB in Progress Responseto Consumer Complaint Notification -Lakeview Concern# *****
  Lakeview Loan Servicing, LLC (Lakeview) is in receiptof 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:02/01/2024

  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.

  To whom it may concern my next payment isn't due until March 1st 2024. Please update my account so that it reflects my payments made. You can find my December 1st, January 1st and February 1st payments at the address listed in the attachment that was given to me by the chapter 13 court along with my lawyer at the time prior to being discharged. The three payments was send off in advance. Three meaning multiple/plural. I only see only one payment was applied to my account recently yesterday 1-31-24 I'm disputing my next payment date as being February 1st as I already sent three payments equalling $1,388.82 and my home insurance should not be due and it suppose to come out of my monthly payments.My account number is ********** To whom it may concern I *************************** state that I made three payments for the months of December, January, and February in the amount of $462.94 each which equals to $1,388.82 Proof of payments made for these months can be found in the attachments below. The payments was sent to the address given to me by chapter 13 office. The address I sent the payments to is Lakeview loan servicing LLC % *********** mortgage LLC P.O Box ****** ****** ** ***** I sent the December 1st payment in November in the amount of $462.94 check number ********* The January 1st payment was sent out in December in the amount of $462.94 check number ********* The February 1st payment was sent out recently in January in the amount of $462.94 check number ****** The payments should be found at the address of Lakeview loan servicing LLC % *********** mortgage LLC P.O Box ****** ****** ** ***** that was given to be prior to being discharged. My proof of payment will be found in the attachments along with banks statements. Also the proof of address given to me by the chapter 13 courts will be found in the attachments. You can not speak to a live representative to resolve any matters and that's why I have chosen this route to resolve the issue.

  Business Response

  Date: 02/08/2024

  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.
  **************** escalation team research proves that **************** began servicing the loan effective 6/1/2023, The loan is escrowed for private mortgage insurance (PMI), hazard insurance and taxes. The hazard line reflects the next annual premium is due 3/1/2024 and disbursement will be made prior to the due date.
  Per review by Mr. ******* ********************** it has been confirmed that their records show all post-petition transactions for the above-referenced account have been posted correctly. A further review of the proof of payment provided by the customer in the form of three (3) money order checks confirmed that the 12/1/2023 monthly payment was received and posted to the account with the effective date of 11/28/2023. Additionally, the 1/1/2024 monthly payment was received and posted to the account on 1/31/2024. It was further confirmed that check number ****** in the amount of $462.94 intended for February 2024 voluntary payment has not been received to date.
  Note***The account remains due for February 1, 2024. It is important to note that proof of the tendered payment in the form of a copy of the front and back of the cancelled check is required to proceed with a missing funds request. Additionally, the hazard payment due 3/1/2024 has not been issued to date.
  On 2/6/2024, Mr. ******* Customer Relations attempted to contact the customer to acknowledge the complaint and advise of the pending investigation; however, the attempt was unsuccessful as the phone line just rings with no voicemail option.
  On 2/7/2024, Mr. ******* Customer Relations attempted a second contact with the customer to advise of the results of the investigation. The call attempt was unsuccessful and there was no option to leave a voicemail message. A resolution email was sent via email to the email address on file.
  Lakeview has made call attempts with no success to advise the customer of their specialist overseeing this case with the servicer. Several emails were exchanged between Lakeview and the customer providing information that the servicer will be in contact directly to address additional questions and concerns. The customer advised that she drives for a living and that email is her best method of communication, the servicer **************** has been made aware.
  Lakeview will consider this concern resolved based on the actions of the servicer ****************. The customer will need to send in the exact documents requested by the servicer for continued investigation as it relates to proof of payment. The requested information must be sent directly to Mr. ******* research department via email to researchincoming@****************.com for further review to locate funds.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21232983
  
  I am rejecting this response because:

  To whom it may concern Lakeview/*************** will be getting my response through my BBB complaint as it seems like this matter is far from being resolved. 

  I have sent numerous emails and proof of my bank statements/ receipts to confirm my proof of payments in which my next payment should be reflecting March 1st 2023. 
  

   

  This matter has still yet to be resolved. I have reached out to Lakeview and **************** as well on my down time from driving and never able to talk to a live representative.

   The automated system will repeat the same stuff that has no relation to the matter. At this point I'm getting the run around as I have sent what was asked of me and nothing has been resolved as of today 2-12-24.
  

  My bank self help inform me that only one payment is looking like it's been received/cash  when they contacted headquarters to track the payments. 
  

  I have only been with Lakeview/**************** for three months and I can honestly say this is the absolute hardest, difficult, unorganized, and unprofessional mortgage company I've ever dealt with.

  When you contact Lakeview and get a live representative they direct you to **************** and you can't speak to a live representative to resolve anything. Yes I would like for my preferred means of communication to be via email as I do drive for a living.

  From my understanding Lakeview is acknowledging two of the payments and not the #check number ****** which would be the most recent payment I sent in January 2024. The check number for February 1st payment that was sent in January 2024 should be check number ********* seen in attachment four

  It maybe a confusion with the check number for February 1st  payment however that payment was made and I got an email on January 31st stating that that  payment was received by you all. See attachment  five. Someone dropped the ball and this needs to be corrected.

  My instructions upon discharge from chapter *************************************************** the attachments below. No other payment method or option was given. So yes I did mail all three payments as instructed by the courts.
  

   I was told to make my first payment starting December 1st 2023 with Lakeview and every 1st of each month and I did just that. 
  

  First attachment is December 1st payment that was sent off on November 20th 2023 in the amount of $462.94 check number 322023029
  

   

  Second attachment is January 1st payment sent off on December 20th in the amount of $462.94 check number 322023140

   

  Third  attachment is February 1st payment sent of on January 25th in the amount of $462.94 check number *********

  All three payments was sent to the same address Lakeview loan servicing LLC % *********** mortgage LLC P.O Box ****** ****** ** ***** that was given to be prior to being discharged. 
  

  I have more attached and will provide them if needed by fax or email as my attachments or not going through.

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

  Business Response

  Date: 02/21/2024

  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 **********************.
  
  Mr. ******* customer relations manager sent an email to the borrower to ensure clear expectation of the resolution to the missing funds that were not received in December 2023. The customer was advised to work with the location in which she purchased the money order to obtain the refund. **Customer understood, and email sent email advising she made contact with her bank. ** *************** reviewed the borrowers account and there are no late fees currently assessed to the account. **************** has agreed to waive one late fee as a one-time courtesy, if one is assessed, in February due to the missing funds.The borrowers previous bankruptcy case has been closed by the courts, the new address to use for mailed payments is as follows:
  ****************
  P.O. Box 650783
  ******, ** 75265-0783
  
  Additionally, the borrower will start to receive monthly billing statements which will include Mr. ******* Lockbox payment address and will provide options to direct where funds should be applied. Please enclose the payment coupon, if possible, to ensure funds are posted to the account in a timely manner. If the borrower wishes to send funds via traceable means (certified mail, *********** please use the following address:
  ****************
  Attn: Payment Processing 650783
  *******************************************************************************
  
  Additional payment options available to the borrower are:
  Phone payments please contact **************** at ************.
  Web Log into your portal at www.mylakeviewloan.com and select make a one-time payment.
  Autopay Log into your portal at www.mylakeviewloan.com and follow the prompts to set up a monthly payment that will automatically draft on the date you set.
  
  Note***These options will reduce the risk of payments not being received or posted in a timely manner.
  
  Lakeview will consider this concern resolved based on the actions of the servicer ****************. If the BBB or the borrower have any additional questions regarding this matter, please contact 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).

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying this home off early and I am being charged $350 for what they are calling an inspection fee. I haven't had an inspection, don't need an inspection. I am paying this off in full, the amount on the payoff quote. My complaint is they are just finding a reason to do charge a fee just because I am paying off early

  Business Response

  Date: 02/09/2024

  We requested the assistance of the servicer **************** to assist with providing a response and resolution to your property inspection fee concerns. **************** provided the following response:
  
  *************** plans to pay off the loan in full and is disputing the inspection fees being reflected on the payoff in the amount of $350.00. He is stating an inspection has not been completed on the property and he feels the charge is inaccurate.
  
  Upon Mr. ******* review of the loan, it was determined that **************** is not listed as an authorized party, therefore, **************** is unable to provide the information requested from ****************.
  
  To establish authorization **************** will need to send a copy of the Will or Probate Court Order reflecting the property being awarded to him. Also, a copy of the Deed of Trust (DOT) OR Quit Claim Deed (QCD) reflecting Mr. ******* name.These documents can be sent to **************** via any of the options listed below:
  
  By Email: *****************************
  By Fax: ************
  By Mail: Attn: Research
  PO Box 612488
  ******,** 75261-2488
  Upon review of the loan
  
  Mr.******* Customer Relations Specialist ************************* sent **************** an email detailing the above information.
  

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview is seriously the worst. They misapply payments because they literally apply your payment anywhere they f****** want. They do not process payments in a timely fashion. They have no cyber security and sell your information to the highest bidder. The day my mortgage was sold to Lakeview was seriously the worst thing that could ever have happened. This company needs to be held accountable for s******* with peoples lives.

  Business Response

  Date: 02/13/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent complaint filed by *************************** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  ********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, LoanCare, LLC (a non-affiliated and separate company) subservices this loan on Lakeviews behalf.
  
  Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.
  
  LoanCare research confirms that on November 19, 2023, LoanCares parent company, ********************************* (FNF) became aware of unauthorized access to certain systems within FNFs network. Upon becoming aware of the incident, *************************** (FNF) commenced an investigation with the assistance of third-party experts, notified certain law enforcement and governmental authorities, and took measures to assess and contain the incident. These measures included restricting access to its systems, which impacted on LoanCares ability to process payments to customer accounts and communicate with customers. All systems have now been restored, and LoanCare is able to fully service their customers.
  
  LoanCare understands the concern and inconvenience this situation may have caused and has provided an explanation to those who were potentially impacted by the circumstances as they understand them and the resources, they are making available.
  
  LoanCares research confirms that the borrowers monthly payments have been received and applied accordingly. Per the origination documents, payments received for less than owed will be held in a suspense account until the full payment amount is received.
  
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. ******** has sent a resolution letter along with supporting documents to the borrower. 

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter of complaint because I recently received a letter/statement from my loan servicer, Lakeview Loan Servicing, LLC, dated 01/16/2024. This letter/statement indicates that my mortgage is in default and I am in jeopardy of losing my home to foreclosure. I have contacted the subservicer (LoanCare) of my mortgage to assist me with a modification process. The modification process has initiated, and I was informed that the I would be contacted when the review process is complete. As a result of the ******19 pandemic, I currently suffer medically and financially. Lakeview Loan Servicing, LLC has failed to properly and accurately document my account and they have threatened my livelihood with the procedures of foreclosure. Lakeview Loan Servicing, LLC has falsely implicated that the monthly payments for the months of October of 2023 and November of 2023 have not been paid. This is clearly inaccurate and false. The *** HAF **************************** submitted $2,377.54 to the loan servicer on or about October 2, 2023 on my behalf, and there was a personal payment taken from my personal checkings account on December 12, 2023, in the amount of $586.62, which has not been applied to the mortgage account to date. There was also payment assistance made by the *** HAF Program on 01/12/2024, in the amount of $1,482.08. Lakeview Loan Servicing, LLCs unfair, deceptive, and abusive practices (UDAAP) has unethically contributed significantly to my financial hardship. According to the recent statement I received from the loan servicer, I am inaccurately in mortgage debt in the amount of $6,823.78.

  Business Response

  Date: 02/09/2024

  In Summary: Borrower was approved for *** funding. The servicer LoanCare received a *** payment for $2,377.54, which were applied to the loan on 10/17/2023. The payment of $1,482.08 was applied towards the 10/01/2023 mortgage payment with the remaining funds of $895.46 being applied to fees.
  
  Upon further review of the *** funds, an error was identified. The *** funds received were intended to be applied solely towards the fees. The payment applied on 10/17/2023 was subsequently reversed and applied to the fees as intended. The Borrowers payment of $586.62 remains in suspense.
  
  Resolution:
  In an effort to resolve this matter and remediate the delinquency on the account an updated reinstatement *** inquiry was submitted. The total reinstatement quote of $6,823.78 is good through 02/29/2024. The *** program has agreed to send the additional funds to bring the account current. Once the funds have been received and applied, the account will reflect due for the 03/01/2024 mortgage payment.
  
  Additionally,the borrower is currently working with LoanCares ************************** and has been approved for a forbearance plan effective 02/01/2024 04/01/2024. There have been no late fees or negative credit reported during this time.
  
  *************************** from **************** of the ******** team provided ************** with the details stated above. In addition, a letter of explanation is currently being prepared and will be mailed to the customers mailing address. 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21201888
  
  I am rejecting this response in part because: Upon LoanCares review, an error was identified, as the servicer acknowledged. The approved *** HAF funds in the amount of $2,377.54 were supposed to have been applied to prior Corporate/Advanced Fees that were continuously on the monthly mortgage statements I received. However, on or about 10/17/2023,*** HAF funds were applied to the loan in the amount of $1,482.08, leaving a remaining balance of $895.46, which was then applied to intended Corporate Fees. At that time, LoanCares reversal of the payment caused me to default on my loan.
  
  After contacting LoanCare on 10/17/2023 and 12/12/2023 on a recorded line, I was provided conflicting information regarding the *** HAF funding disbursements. The LoanCare representative on 10/17/2023 assured me the funds would cover the month of October. However, on 12/12/2023 the LoanCare representative indicated that the remaining *** HAF funds in the amount of $895.46 would go towards the month of November, and that I needed to make an over-the-phone payment to cover the difference. I provided my checking account information in the amount of $586.62 to satisfy the month of November, as the servicer requested. Surprisingly, ***** Chamber appear to be in suspense of my checking account payment.
  
  I am requesting additional information and/or clarity into the $586.62 payment that remains in suspense, that I made on 12/12/2023,according to ***** Chamber. The payment was clearly taken from my checking account. I am requesting accountability for this payment removed from my checkings account. I certainly did not receive a reversal for this payment. To learn that my payment made in the amount of $586.62 remains in suspense by the loan servicer is concerning.
  
  After speaking with ***** Chamber, she informed me that I was on a 3-month Forbearance Plan. I indicated to her that I would be hospitalized to have a surgical procedure performed at the end of the month, and would need an additional 3-month Forbearance extension. I was informed to contact ***** Chamber at ******************************* towards the end of the month and that I would receive an extension, due to urgent extenuating circumstances. In ***** Chamber's response, the forbearance extension was not mentioned as indicated. 

  My supporting documents previously submitted displays the ($586.62) amount on the monthly mortgage statement as unapplied. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/19/2024

  Lakeview Loan Servicing,LLC (Lakeview) is in receipt of the recent rebuttal to the BBB response provided to ***************************** through the BBB.  We appreciate the opportunity to respond.  Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. 
  
  Resolution:
  In an effort to resolve this matter and remediate the delinquency on the account, an updated reinstatement *** inquiry was submitted.The total reinstatement quote of $6,823.78 is good through 02/29/2024. The *** program has agreed to send the additional funds to bring the account current.Once the funds have been received and applied, the account will reflect due for the 03/01/2024 mortgage payment.
  
  Additionally, please note, the borrower is currently working with LoanCares ************************** and has been approved for another forbearance plan effective 02/01/2024 04/01/2024. Although the customer mentioned needing an extension due to health reasons, ******************** requested that the customer contact her and LoanCare closer towards the end of the forbearance plan to request additional extension of time. There have been no late fees or negative credit reported during this time.
  
  As previously mentioned, ******************** from **************** of the ******** team is also coordinating with their internal Loss Mitigation team to further discuss this customer being in forbearance and applying for additional assistance. ******************** will remain Ms. ****** single point of contact with LoanCare and provide ************** with further details as needed.
  
  We are closing out the concern on Lakeviews side as the customer is working with the servicer of the loan directly and has a single point of contact assigned to her in order to resolve any future concerns. We trust this is responsive to the request from the BBB. 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a financial hardship and was approved to where my payments were set at a certain amount from October 2023 to January 2024. I went on line to check my statement for Feb 2024 as I have not received it yet. My payment should of been lowered since I have new HOI.I could not get into my account. I called and the first person I talked was not understanding what I was inquiring about. The second person I talked to stated that I was to pay an ungodly amount in which I asked for a breakdown and she told me to go on the website and there is a option for payment history as she said all the information where the money is attached to.I told her that the numbers do not Add up. We called again (my brother was on the line) ******* stated that because I sent in Jan 2024 payment that I am acknowledging that since I received a the hardship that I agreed to a 40 year mortgage from a 20 year mortgage, an increase in a percentage rate from 3.5% to 7.5%, adding $75000 to plus $13000 and a lien placed on my home. Why would I agree to that?? What is a hardship for? I could have borrowed money from a family member to pay my increase difference of $600.00 which would only add up to $1800 but I am being taking advantage Ive but wanted to know why someone would accept those term?She stated that I could accept the mitigation or decline it.She couldnt provide a detailed explanation of this. We called again as my brother was still running all the numbers that was thrown at us. Called again & got the opposite answer of what was given to us. She stated I could decline the mitigation & that if I paid $224.42 that day (01/22/2024) my mortgage would go down from $1300 to $991, I paid the amount and was advised to fax or email a letter rejecting the mitigation. I emailed it & tried to fax it but was given a line is not picking up reportI saved the fax report. Today we called to check & was given the run around. I want to talk to a supervisor.Shame on you Lakeview/loancare.

  Business Response

  Date: 02/16/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution for ***************************. LoanCare provided the below response:
  
  *************************** from **************** of the ******** made attempts to reach you via telephone on February 8th and 9th and was unsuccessful. An email was sent on February 8th. Due to the inability to contact you to further discuss your concerns. ******** drafted a letter in response to your concerns. The letter was sent to your mailing address via *** overnight delivery. The tracking number provided:  1ZF1506F0147768812. A copy of the correspondence has been enclosed.
  
  We strongly encourage you to work with your assigned point of contact *************************** should you need anything further.

• Initial Complaint

  Date:01/24/2024

  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.

  We have homeowners assistance program helping us pay mortgage until March ****. Our mortgage company withdrew money from our account for ******* mortgage payment even though they have been getting the payment through the program. We have been trying to get reimbursed but Lakeview isnt wanting to reimburse. We called and sent what they wanted a bank statement saying it was withdrawn. reimbursement was denied in the email it said because payment would be past due. I called to dispute it they said they resubmitted the reimbursement claim sand to give it 3-5 business days we should know by 1/24 I called and now they are saying they are still reviewing it and will know by 1/31. That is not ok they have been getting their payment. We are now behind on bills since they took out $2,183.00

  Business Response

  Date: 02/02/2024

  We requested the assistance of the servicer LoanCare to assist with providing a response and resolution to your payment refund request. LoanCare provided the following details of resolution below:

  
  LoanCare confirmed that the refund check for the January **** mortgage installment drafted from the customers bank account for $2,183.28 has been issued as of January 31,****. The Check number ********** was sent to the customers mailing address on record via *** delivery with tracking number 1ZF1506F0174374982.