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Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loan Servicing.

Complaints

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

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Lakeview Loan Servicing, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 spending 2 hours so far this Friday, December 1st, 2023 attempting to talk to ANYONE on behalf of Lakeview Loan Servicing regarding a couple of simple questions with my mortgage loan. I have tried every option through the automated line to no avail. The website is also not working properly. I cannot see my online statements along with a couple other issues. I only want to talk to a live human being and am very frustrated at this point that there is no one available to take my phone call. Unacceptable.

      Business Response

      Date: 12/04/2023

      Fidelity ******************* the parent of LoanCare, the subservicer on behalf of Lakeview,recently experienced a security incident impacting their related systems.  Immediate steps were taken to protect customer data by locking down access to account information.  As a result, the mortgage servicing systems have been unavailable since the issue was identified on November 21st.  Efforts are underway to restore system access as quickly as possible, while protecting customer data remains a priority.  LoanCare has been unable to process monthly payments, or payoff statements because of the situation; however, phone lines are open to assist customers with concerns. Updates will be provided as systems become available.

    • Initial Complaint

      Date:12/01/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      ****** contact the loan provider to establish an account or make a payment. They are not available during regular business hours. There is no reason given or callback option. Tried to use the automated payment system via phone and they were unable to complete the payment with no reason provided. The online account setup also does not work and the error message is "Hmmmm....something went wrong." **************** overall.

      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:Customer Service Issues
      Status:
      Answered
      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 requiring assistance from my loan servicer that the automated system cannot perform. All attempts to speak with an customer service representative have failed. The customer call center appears to be closed but there's no explanation of closure or when calls will be accepted.

      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:
      Resolved
      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 unable to make a payment for my mortgage for the past two days. I first kept getting website errors that a page couldn't be found at (*******************************************************************), then I get an email at night saying my account is now back up and running. When I login, the website keeps idling, and when I try submitting a payment, it stays idle for about 3 minutes, then says it encountered error. I try their automated system, to speak to a live agent, and it tells me sorry you're receiving this message during business hours. I then try their automated system, and supposedly it accepted my payment, but when calling again, it reflects my payment from last month, so I don't think it accepted my most recent payment. On their website they have no email to email, so I emailed a ******************************** that I had got from a previous email for assistance, and it tells me that that email inbox is no longer being monitored. So it is making it impossible for me to make a payment for the past 2 days, and impossible to get a hold of someone. I speak spanish, so I tried their spanish option through, and same process. So I will now not be able to make my payment, due to their website not working, no other contact options, and their phone system recycling me back to main menu, and giving me apology messages, even though it's during business hours, all this during the past 2 days.

      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

       
      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:12/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 Loan# ********** ******************************************************************* ********************************************************************* Date: Payment made via ******************************************* of $1,510.12 on November 30, 2023 for December 2023s mortgage payment that was due on December 1, 2023 The website did not confirm the payment was completed, but instead stated Hmmmthere was a problem processing your payment. Please try again later.A second attemp WAS NOT made. I was going to wait and try and call the following day and pay over the phone.About an hour after my payment attempt, I received 3 payment confirmation notices for payments made. One at ****, one at **** & one at ****. This brings a unauthorized total payment of $4,,530.36.Between November 30, 2023 and December 1, 2023, between myself and my husband, ******************************** and I have made OVER THIRTEEN (13) calls to the customer service line in an attempt to rectify the issue at hand. Unfortunately, each call proved to be an exercise in futility, as I was met with prolonged wait times, unhelpful automated responses, and, on some occasions, disconnections. The extension to speak with a representative about this specific matter seems plagued by "technical issues" that disrupt and drop calls, exacerbating an already vexing situation. Meanwhile, the extension to purchase a loan connects me to a representative seamlessly, further compounding the frustration.On December 1, 2023 I sent an email to ********************************* - *************** & **************** (*****) ******* - AVP of Compliance Quality Control - *********, ** at **** notifying them of the problem and our expected outcome. I also notified them that I would be submitting a complaint against Lakeview Loan Servicing, LLC with the BBB.At **** we received an email back from ********************************* stating that he would have the Issues Resolution team reach out to get this addressed.

      Business Response

      Date: 12/13/2023

      On December 5th, 2023, LoanCare spoke to ***************************** and *************************** regarding the second mortgage payment that was drafted from the account. The customers confirmed that their bank had already flagged the second payment as being returned as NSF. Ms. *************************** from **************** of the ******** will continue monitoring the account until the reversal is completed. She will follow up with ************** to confirm the resolution.

      ************** was sent a third-party authorization form for his wife so that LoanCare can speak to her regarding the account going forward.

    • Initial Complaint

      Date:12/01/2023

      Type:Order Issues
      Status:
      Resolved
      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 website is broken and the customer service center is not answering calls. There is no other resolution i have other than submitting this here for proof that i attempted to reach out. Since the website is not working, i cannot make a payment. The automated payment center via phone is not working either. Please confirm that you will not charge me extra for your system being broken.

      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: 12/06/2023

       
      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:12/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 unable to pay my November mortgage due to their website being down and no phone access. I received an email yesterday saying their website was back up (although in a completely new format) I am still unable to pay. Today again unable to pay but get a 30 day delinquent notice. Still no phone access. Lakeview has made it impossible for me to pay my November mortgage this now making it late!

      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:
      Answered
      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.
      It's impossible to make a payment or get ahold of someone to make a payment. Their phone and website payment methods don't work and all of their options on the phone tree lead to a dead end that hangs up on you.

      Business Response

      Date: 12/01/2023

      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: 12/01/2023

       
      Complaint: 20943428

      I am rejecting this response because:

      You merely made an excuse for a problem that I didnt specify. You provide a phone number that only leads to an automated system hanging up on you. Your system wont accept my bank routing number as valid. You make it impossible to contact anyone who could help.

      The outage mentioned has nothing to do with these issues. Your service and support practices are incredibly frustrating. 

      Sincerely,

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

      Business Response

      Date: 12/14/2023

      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: 12/19/2023

      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.

      Customer Answer

      Date: 12/19/2023

       
      Complaint: 20943428

      I am rejecting this response because in order to provide you with more time to resolve this I cannot accept the response. Its been weeks and I still cannot create a new payment method using my bank account. 

      Sincerely,

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

      Customer Answer

      Date: 12/20/2023

      The business did nothing to try to resolve my issue and the case was closed as answered - resolved. This makes no sense to me. 

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to pay my mortgage due on the 1st of every month. Unfortunately every time I try to log into my account in order to pay my loan the site won't load. I've been trying every which way to get into contact and pay the loan but I have gotten nowhere. I want to leave this complaint as proof that ** trying to pay but the site is not working and I'm not getting any help and I don't want to get charged on late fees.

      Business Response

      Date: 12/01/2023

      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:11/30/2023

      Type:Product Issues
      Status:
      Answered
      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 LoanCare was apparently hacked and had a data breach before Thanksgiving holiday. Absolutely NO communication was done regarding this data breach to its customers. We all found out because we repeatedly were trying to access our online accounts to pay our mortgages, but the websites were all shut down. I repeatedly called several days in a row, but customer service representatives would tell us nothing except that there was data breach. We couldnt get through online to pay our mortgage and werent able to get ahold of a representative to pay our mortgage over the phone. I received an email today supposedly from LoanCare saying that their website was back up, but still NO mention of their data breach. I tried multiple different customer service numbers to try to speak with an actual person, but every time you got through the automated system to try to connect to a representative, the call would automatically disconnect. I dont want to use the link provided in the email without verbal confirmation from an actual person that this is a legit email and not part of the data breach/hack. The company keeping it hush hush and now making it impossible for customers to speak with a representative is outrageously unprofessional and unethical. This is an absolute nightmare. Lakeview LoanCare should be held responsible for their actions (or lack of actions). Im just a customer who expects communication, and Im just trying to get my mortgage paid on time, but not without confirmation that its safe to do so. I really feel like some serious legal actions need to be taken against this company.

      Business Response

      Date: 12/01/2023

      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.

    Lakeview Loan Servicing, LLC is NOT a BBB Accredited Business.

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