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:12/04/2023

  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.

  They are difficult to get a response from regarding any issues including why my mortgage has gone up every year for the past 4 years. They say it is due to property taxes and lack of escrow funds but I have checked multiple times and I always have a surplus of funds in my escrow account in comparison to my taxes/insurance. They have paid out more than they should have to my home insurance company. My home insurance company, State Farm, is saying they never received an extra payment after not receiving the first one on time. So, over $1900 is missing from my Escrow account causing my monthly payment to increase by over $300!!! That is unheard of and I do not have that extra money to pay. I was never sent a letter, email, or any type of notice that my account had been short.

  Business Response

  Date: 12/18/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *********************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 12/29/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *********************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 01/03/2024

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *********************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

• Initial Complaint

  Date:12/04/2023

  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 have been trying to make the rest of my mortage payment since Nov 22, 2023 and have not been able to get anyone on the phone. The computer system for online payments is telling me I am late and that o owe over ***** and that is In correct. I pay my payment on time or early every month. I make a mid payment in the middle of the month for half because its easier to budget that way and the rest by 1 of the month for the following month. This has me sick to my stomach. I am in disbelief that a company can not pick up and try to make me double my payment illegally. I want someone to call me. I have emailed and called for 10 days with nothing back other than one auto generated emailing telling me someone would call me and thats was 5 days ago. I want to make the rest of my payment for Dec which I owe ****** not ******* or *****.00. They have mistakenly added my payment to principal before and I am not sure if they have done it again. But I dont understand how the 4 highest server is missing and unreachable!

  Business Response

  Date: 12/15/2023

  Re: BBB Work in Progress to Consumer Complaint Notification
  
  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *****************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 12/20/2023

  We thank you for the feedback submitted through the BBB.  Foremost, we hear and understand a customers frustration.  We do sincerely apologize for any inconvenience a customer may have experienced with the servicer who handles the servicing of their mortgage loan. We appreciate the opportunity to further explain.  Kindly see Lakeviews attached response to this complaint. 

  Customers should continue to check the servicers website for any updates, as well as the special phone line provided in the response.Please know the servicers systems and website access have already been restored. The servicer will be reaching out to its customers directly regarding the data incident and will provide further details.

  Please note: For all servicers, call center volume is high right now. Call centers are experiencing higher than normal call volumes around the holidays and the week subsequent. The call volume should ***** shortly thereafter.

• Initial Complaint

  Date:12/03/2023

  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.

  This mortgage company bought my other loan company a good time ago, and yet I have never seen all of the incriminating reviews. Now the website has been down for weeks. I called a while back (as I always pay my bills at least a week in advance), and they told me the website was down. A mass e-mail would be sent when it was up. The e-mail that the website was up arrived on 11/30/23, saying we would need to re-enter our bank account info. I did; the payments would not go through and kept saying to try again. Later on I received three e-mails for three confirmed payments and one for a confirmed bank account information change. I attempted to return to the website, which was unavailable again nearly instantly. No one would answer the phone until I hit a different connection and dialed the new loan hotline, where the man (**) said the website was under a sever cyber-security attack (that no one was informed of). When I asked why no one was answering and what to do, he said he would transfer me and hung up. There is no way to call now at all - it only says no one is available at this time. The reviews are piling in, and the company is responding with an e-mail to send complaints to that isn't real. My review was not replied to, but I messaged the e-mail posted on other reviews, and it is a fake. I immediately received the e-mail from MAILER-**************** that the e-mail I attempted contact with does not exist. I am not sure what to do at this point. I cannot get an answer on the phone, an e-mail response, or even a helpful review I've gone as far as contacting my prior loan company for advice/help. I went into Regions today and closed my bank account so that it is safe from the hackers and sketchy business (if you can call Lakeview more than a joke). Please let me know what I need to do to just pay my bills. Thanks so much and happy holidays.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20950542
  
  I am rejecting this response because:

  I have been keeping up with reviews that are coming in daily, and no one can get an answer on the phone still. The e-mail the company provided for communication is still fake. The company still has not sent out any mail or e-mail about the cyber attack or if it is safe to use the website yet. I closed my bank account, and will not be putting in the new bank account information until a statement or any information is given by the company. There was one mass e-mail that the website was up and running, and since then it has stopped again and the only person I could get on the phone (from the new loan hotline, as no other lines will pick up) is that the cyber attack is still happening.

  Everyone is waiting to be informed. I dont need financial compensation or any sort, we are all just waiting to know that the website is fixed and safe to use, and there has been not a single word. 

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

  Business Response

  Date: 12/14/2023

  LoanCare confirmed that they have prepared a response letter to the customer of which we have attached a copy to this response as well.
  Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. If you or the borrower have any additional questions regarding this matter, please contact *************************** at LoanCare phone number ***********************, Monday through Friday, 10:00 a.m. to 7:00 p.m. Eastern Standard Time.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20950542
  
  I am rejecting this response because:

  There STILL has been no mail or e-mails from this company informing customers of the cyber attack, and whether it is safe to use the website. I do not want to have to close ANOTHER bank account if I am forced to pay with the account I just opened to avoid being charged multiple payments/hacking on my last one. The company needs to make a statement, and the company should also be reachable by their customers. No one is answering the phones still, no contact has been made besides automated advertising e-mails, and a FAKE E-MAIL is still being used in response to the angry/confused reviews that continue to pile in. 

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

• Initial Complaint

  Date:12/02/2023

  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 guilty by association, they gave my personal information to criminals on the dark web. They should be punished and held responsible. Furthermore, rather then admit there was a hack that my information was stolen, they sent a ridiculous email stating they are back online and not saying there was a breach.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/02/2023

  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 login in to there website & seen a new page, so i enter my payment information and stars my payment but I dont if there Systems was down or very slow so I refresh it twice! Then I try payment again but it keep popping up something when wrong so I try it 4 more time & still all the same. Later on I check my Email it said 6 payment confirms so then I called there company number to check if the payment gone Through for December but the machine say last payment expected on November. So I called 3 different company number gone no respond Everytime I click 0 to talk to a staffs they hang up on me and there dumb ***************************************** is a fake not sending. Am hopping this be fixed by January so I could payoff all my reminding mortgage.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. 
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview Loan Servicing had a data breach about 2 weeks ago and their website went down. I was not notified about this.I did however get an email the other day saying the "website is back up", until now I had no idea why. Today, around 11:30am-ish 1st of the month, I go to pay my mortgage and encounter MULTIPLE issues with their website. Cant log in, try multiple times, finally get in, my info is not correct, my previous payment method is gone. So i reenter the payment method info, go to make one payment and I get an error "hmmmm. (etc) please try again". So i try again, and again, and again. Their phones are down. I tried calling multiple times. Nothing. Zero communication that the website is not working correctly, their phones are down etc.Later today around 4:30pm is I get 5 emails saying my payment went thru (after the fact the website gave an error message saying to try again later). So now I have 5 pending payments for over $1.5k and no way to stop this via their website.What is going on this with company? Should the government step in and investigate? This is horrendous for a business practice to leave your customers in the dark like this and zero recourse to alleviate any errors on YOUR END.I can't even log into their website right now.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  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.

  Lakeview Loan Servicing updated their website recently and there are real issues with how the website loads and functions. I logged onto my account to make a mortgage payment. The website state an error occurred and to retry when I hit the submit button. It did this twice and the error message said the transaction was not completed. Since it was the 1st and I needed to pay. I called into Lakeview to make a phone payment. I was given confirmation it went through with a confirmation number. However, when I looked at my email. It showed two transactions that the website said didnt go through, in fact did. I called my bank about the situation but was told nothing could be done until the charges show up. And it was better to get ahold of the loan server to stop any duplicate payments. I have been calling Lakeview all day going through their ridiculous phone selections to get through to a customer service rep. **** time Im told Im being transferred. A recorded message comes on and tells you their representatives cannot assist you and if you get the recording. Youre either not calling them during business hours Eastern time. Then automatically hangs up on you. Im on western time so the times Ive been calling would be during their business hours. No options to leave a message to get support or any means to assist any customers who need assistance. I tired the contact button on their website but it takes you to their 800 number. Their system is set up to create confusion and frustration so customers will give up.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  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.

  Zero Communication - ********************** They had their website go down and did not communicate to anyone until after the website came back online. The new website is TERRIBLE and Glitchy. I set up my banking account information and attempted to submit a payment for December 2023 and it showed an error message. I attempted to submit the payment again and got the same error message that my request was not processed. 2 hours later I got two confirmations that my payment was submitted. Three hours later, I got an additional payment confirmation e-mail. Nothing has been communicated from Lakeview Loan Servicing, or disclosed at the time I submitted payment that there were experience issues or account users may run into issues when trying to submit payments. I tried to call but they are not answering the phone. I just placed a stop payment on my banking account, costing me an additional $35.00 to make sure that they do not steal money from me. I have since posted my original ****** Review and BBB complaint and have received a 3rd payment confirmation e-mail. This is absolutely ridiculous. I want their website to be fixed, I want to be reimbursed my $35 because of your website glitch, and I want to ensure that late fees are waived until this issue is resolved for the month of December.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain. Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview loan servicing LLC was hacked.I realized I am not getting monthly statements from them.Once I tried to contact them I realized their systems were down and by coincidence found out about the hack. I need mortgage documents to get a equity loan to get put of debt or I am going into financial ruin.I am.unable to get in contact with the **** or the company no matter what I do. I am unsure what to do as fidelity will not ************* regarding their sub company.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal.  Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.

• Initial Complaint

  Date:12/01/2023

  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.

  LoanCare has a responsibility to its clients to immediately notify them of any security breach. We should have been notified in case our banking information, SS#, or any other personal information was leaked. They sent no such communications and we still cannot pay our mortgage through their site.

  Business Response

  Date: 12/04/2023

  We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration.  We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan;we appreciate the opportunity to further explain.
  Kindly see attached response, and please keep checking their website for updates as their system and account access is being restored.