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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: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.
      The systems have been down for weeks. Cant get ahold of anyone on the phone. The website is also down. I havent been able to make my mortgage payment. Didnt get no email or letter on what is happening. So unprofessional. I hope they wave these 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:Customer Service 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.
      ************** Servicing holds the mortgage for my home. Since April 18 of 2023 I have been trying to get digital copies of my loan documents needed for tax purposes. My documents are NOT available online as they state in email and on the phone. For the past week+ their website has been completely down and inaccessible. I have called customer service multiple times. After being put through about 5 min of listening to menu options, the automated recording states they are "sorry" and the line disconnects. I emailed customer support in April, with a follow-up, and have received NO correspondence since then. Since I am enrolled in paperless billing, I have not received the necessary documents in the mail. The delay in accessing these documents has lead to delays in processing my taxes and late fees accruing for delinquent filing. As a mortgage company, this is incredibly unprofessional and violates a central function of the organization's purpose. They are not equipped to provide services to their customers and anyone considering a loan with them should steer clear! As insult to injury, Lakeview sends me marketing emails and direct mailers every month trying to entice me into a home equity line! Unbelievable a company is legally allowed to operate like this in the U.S. for a basic service like home loans.

      Business Response

      Date: 12/05/2023

      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 has been restored.Please know that their call center volume is extremely high right now. They are expecting this to decrease over the next week.

      Customer Answer

      Date: 12/07/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. While the canned response to my complaint provided by the business is not satisfactory, they have contacted me directly to resolve my specific issue. 

      A business who fully integrates their operations with a service provider, and then blames the service provider for their poor customer relations, is not accepting responsibility or providing a high quality product. 

      You may close the ticket and thanks for mediating. 

      Sincerely,

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

    • Initial Complaint

      Date:11/30/2023

      Type:Order 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 can not get anyone on the phone! Ever! It hangs up everytime and they didn't pay all of my taxes this year on my property but have my money in escrow! I've tried to reach out for weeks! I will be past due and recieve penalty because they didn't pay correct amount and can not get a person on the phone! I've also emailed them!

      Business Response

      Date: 12/13/2023

      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: 20938673

      I am rejecting this response because:

      Sincerely,

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

    • 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 have been unable to make my mortgage payment due to a security breach. I had to find out about this breach on reddit. There was no communication from the company whatsoever after the incident. It took days for the press to catch up and report that there was a ransomware attack. And by searching ****** I found out there was a previous breach a few years ago. I was never informed of that breach. The app and website are still not working despite receiving an email yesterday that it was. How am I supposed to trust this company with my banking information going forward? I'm scared to death to make a payment at the moment. How much of my information is for sale on the dark web? Are they not offering free credit monitoring? These are questions they need to be answering. When calling the phone just disconnects, so there is no help there either. I'm currently at a loss. I will also be contacting my states attorney General to lodge a complaint.

      Business Response

      Date: 12/11/2023

      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 has been restored.Please know that their call center volume is extremely high right now. They are expecting this to decrease over the next week.

      Customer Answer

      Date: 12/12/2023

       
      Complaint: 20938661

      I am rejecting this response because: They have not been transparent with what has happened with my personal information and has not offered credit monitoring because of the breach. This isn't the first time this has happened to this company and sorry doesn't cut it this time.


      Sincerely,

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

      Business Response

      Date: 12/22/2023

      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 the servicing companys 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: Servicer 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:11/29/2023

      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.
      My mortgage company is currently under a locked down do to a data breech. I have been trying for over a week to log in or talk to an agent to pay my mortgage for next month and have been unsuccessful. I received no letter or email to inform me of the current situation at hand. You would expect an explanation of this such news especially when personal information could be at risk. Now I'm unable to reach anyone to ask questions or to even pay my mortgage. I expect clear communication in the matter and instruction on what to do for upcoming payments. I hope this issue is resolved soon and I would expect that this will not have a negative affect on my account or my credit.

      Business Response

      Date: 11/30/2023

      Please see detailed response attached. 

    • Initial Complaint

      Date:11/29/2023

      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.
      Webpage is always down and cant make payments . Then results in late fees .

      Business Response

      Date: 11/30/2023

      Please see detailed response attached.

    • Initial Complaint

      Date:11/29/2023

      Type:Product 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.
      Good Day, I would like to have the BBB contact Loancare /Lakeview Loan Servicing LLC for the ongoing issue of customers not being able to log on to the company's website nor get a customer service rep on the phone to make mortgage payments for the month of November and since today is 11/29/23 I presume this may merge into the month of December 2023. I am not sure if they are having a system failure since I received an email for County tax disbursement on 11/13/23. It has always been quite difficult to contact this company but it has now become totally impossible. When going on to the *************** the log tab, the page pops up to say Page 404 Not Found. My fear is that it will be reported to the credit bureau that I have not paid my mortgage for the month of November while simultaneously accruing late fees and anticipating the same for December if this continues. The websites are lakeview.com or lakeviewloanservicing.myloancare.com the phone number is ************** or **************. Please feel free to email me if you have anymore questions or concerns: ********************

      Business Response

      Date: 11/30/2023

      Please see detailed response attached.

      Customer Answer

      Date: 11/30/2023

       
      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:11/28/2023

      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.
      I have a home loan which was sold to Lakeview loan services. ***** computers have been down over a week leaving borrowers with no means of paying our mortgage. The issue is they are continuing to charge interest on those Loans daily which equates to hundreds of thousands of dollars. I would have paid my mortgage payment a week ago which would have reduced the amount of interest they would accrue. However Im unable to and as a result they are saying to call back in another week. I dont think it is fair that they can continue to charge interest on a loan I am unable to pay resulting in me having to pay more in interest over the years in interest as it compounds. However Lakeview continues to gain hundreds of thousands of dollars from this issue. A simple resolution is they stop charging interest until the issue is resolved and a grace ****** of a ***** days after notification that the issue is resolved for borrowers to make their loan payments.

      Business Response

      Date: 11/30/2023

      Please see detailed response attached.

    • Initial Complaint

      Date:11/28/2023

      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.
      The issue is ongoing. I was in a lawsuit with my insurance company, it has finally settled. I settled because i called my mortgage company and asked them if i can self repair my property. Loancare told me it was no problem to get that approved. Now that the insurance check is in, the declined me to self manage the repairs. I have requested multiple exception request and call backs. I have not once received a call back by a supervisor or any other person. I only settled the insurance suit so I could expedite the repair, with them denying the self manage exception, I will be stuck overpaying my deductible by 20k to complete the repair with a contractor. I have requested calls to be pulled as evidence but they will not pull them...... they are guilty of lying to their consumer. I will never get a mortgage where Lakeview/Loancare servicing is used.

      Business Response

      Date: 12/21/2023

      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.  

      Customer Answer

      Date: 12/27/2023

      Loan Care refuses to pull the calls so we can review them together. They are not being honest. When I spoke to them, they informed me it would not be a problem to self manage the repairs. Pull the call.......call me...... you will see.

      Customer Answer

      Date: 12/29/2023

       
      Complaint: 20928699

      I am rejecting this response because: Loan Care refuses to pull the calls so we can review them together. They are not being honest. When I spoke to them, they informed me it would not be a problem to self manage the repairs. Pull the call.......call me...... you will see.

      Sincerely,

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

      Business Response

      Date: 01/05/2024

      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.
      *11/30/2023 ********************** responded to the BBB complaint regarding Insurance Claim.
      *12/29/2023 Rebuttal received, and response sent.
      LoanCare confirmed that contact has since been made with ********************* to discuss the rebuttal concerns. As per the servicer LoanCare, **************** was informed that as per his request, the phone conversations were reviewed with the Insurance Claim Agents from November 20, 2023. During one of the conversations, it was confirmed the request for self-contracting was denied on November 17, 2023. It was further explained that in lieu of a licensed contractor **************** had the option to hire someone with a surety bond and proof of liability insurance.
      LoanCare advised **************** that if he provides paid receipts/invoices for any repairs he decides to pay out of pocket LoanCare can reimburse him. **************** advised LoanCare he is ok with this action. ******** sent a letter to the borrower with the additional details and advise they will continue to update the borrower. (see letter attached)
      LoanCare will continue to work with ********************* and as such Lakeview considers this matter closed.

    • Initial Complaint

      Date:11/28/2023

      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.
      The Lakeview ********* website is down. I called to pay my mortgage and the agents wont give me any information of why I can't pay online. They wont answer or explain why,,,,my loan is ready to be due by the end of this month and I can't pay online due to their inconvenience and I should not be getting a late payment fee because their site got hacked.

      Business Response

      Date: 11/30/2023

      Please see detailed response attached. 

      Customer Answer

      Date: 12/01/2023

      Finally, two days ago I received an email from Lakeview Loancare stating that I need to log in into their new site and add my banking information again and my bill was due by the 12/01/23. After I logged in and added my bank information I tried to make a payment and the system came back with an error code and says to try again later!! I tried again later on and still, says the same HOWEVER, later on I received two emails saying thank you for your payment so, I hope Lakeview Losncare didnt take TWO payments out of my bank because one is going to bounce back IF they process two payments!!! This is ridiculous!!!

      Business Response

      Date: 12/18/2023

      Good Day

      Please know that the servicer's systems have been back up and running. They are accepting payments and working through customers' concerns as they come through.  Their phone line: ************ is staffed with agents helping customers. There has been an increased volume of customer traffic as a result of their outage but this is slowly decreasing.  They are not assessing late fees nor negative credit reporting as a result of that outage.   Please continue to check their website for any updated messaging as it concerns their systems and any remediation efforts the servicer will be taking as a result of their security incident

      Again, we are sorry to hear of the inconvenience but please know this has nothng to do with Lakeview's systems, as the servicer is a completely different company/entity from Lakeview.  They will communicate with all customers directly.  

      We thank you again for your feedback and keep checking with that company directly.  

      Lakeview's Issue Resolution team

      Business Response

      Date: 12/18/2023

      Additional comments;  The servicer LoanCare had explained that if duplicate payments were made to them, they will certainly refund customers as needed.  They advise all customers to check with their banking institution to see if duplicate payments were actually being pulled.  If so, please provide that proof of the duplicate payment to that servicing company directly:   showing the beginning balance - the transactions and an ending balance. 

       At one time when their system was first brought back up, it had appeared to be sending duplicate confirmations when payments were made but that did not actually occur.  

      Again, this does not have anything to do with Lakeview or its systems.  The incident is specifically involving the servicing company LoanCare, which is a completely different entity.   Please check with that company directly for any/all updates.

      Thank you again. 

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

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