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:04/23/2025

  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 to formally address a concern regarding the ************************** (***) charges applied to my loan account. As previously discussed, an appraisal conducted by your company was found to be inaccurate, leading to an overvaluation of my property. This error resulted in the continued imposition of *** premiums that should not have been charged had the appraisal been conducted correctly.While I appreciate that the dispute was resolved in March, acknowledging that the property's value was higher than initially assessed, I am disappointed that your company has declined to reimburse the *** premiums paid during the period when the incorrect appraisal was in effect. These charges were a direct result of an error on your part, and I believe it is both fair and legally justified to request reimbursement for the overpaid premiums.Several legal frameworks support my position:Homeowners Protection Act (HPA): This federal law mandates the cancellation of *** when a borrower reaches 22% equity in the home, based on the original property value. If the appraisal error had been corrected promptly, I would have reached this threshold earlier, thereby reducing or eliminating the need for *** charges. ?************************************ (****) Guidance: The **** has issued guidance emphasizing that consumers should not bear the financial burden of errors made by lenders or their agents. The bureau has identified instances where lenders failed to cancel *** in a timely manner, leading to unnecessary charges. ?also, Valuation Independence Regulations Given these legal considerations, I respectfully request that your company review my account and provide reimbursement for the *** premiums paid during the period when the incorrect appraisal was in effect. I believe this action is not only justified but also aligns with fair business practices and consumer protection laws.

  Business Response

  Date: 05/02/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with Mr.******.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Mr. ****** research confirmed that on 12/6/2024 Mr. ******** contacted them to request removal of his ************************** (***). He was informed of two options under the Homeowners protection Act (HPA): First option, Homeowner Protection Act (HPA) required a loan-to-value (***) ratio of 80% or less. The principal balance was $330,994.63,and the loan-to-value (***) ratio was determined to be *****%, so Mr. ******** would not qualify.
  
  The second option required a home appraisal showing an *** of 75%. Based on Mr. ********* loan balance of $330,994.63, the home needed to be appraised at $441,326.17 or more. *********** agreed to complete a home evaluation and paid the required $190.00 fee.
  
  The valuation report was received on 1/3/2025, and it was determined Mr. ****** is unable to remove the *** as requested. The *** was *****% and the property was appraised in the amount of $425,000.00.Therefore, a letter was sent to Mr. ******** on 1/4/2025, to inform him we were unable to remove the *** due to the *** not being met.
  
  On 1/13/2025, Mr. ******** disputed the valuation, and the matter was sent to the *** Department for further review. On 2/6/2025, the monthly *** payment of $77.19 was disbursed from escrow. Mr. ******** followed up on the dispute review status and was advised this was escalated.
  
  Mr. ******** was contacted by Mr.Coopers agent on 2/20/2025 and it was advised that the appeal was still under review. On 2/28/2025, the *** denial appeal was approved, and a letter was sent to out to advise he was no longer required to pay the ***. The monthly *** premium of $77.19 was removed and on 3/1/2025, the new monthly payment was updated to $2,013.57. The escrow deposits accumulated to pay off the next *** will be considered in the next escrow analysis.
  
  On 4/23/2025, Mr. ******** spoke with a Mr. ****** agent through a chat session to inquire about his appeal to remove the *** from the loan. The agent provided him with the *** cancelation letter dated 2/28/2025. Mr. ******** stated he was due to a refund. The agent confirmed no refund was due because of when the appeal was approved.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at Mr.Coopers Escalation Team.

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23242925
  
  I am rejecting this response because:
  

  You confirmed what I already know and stated but with more detail.  The issue is that you charged me PMI on a period in which if the agent YOU ASSIGNED did the report correctly on, I would not have had PMI the prior month(s). When I was originally denied.  My house would never be valued at 425k and I had my own CMA done through a realtor to confirm this.  If I knew my value was below the requirement, I wouldn't have paid for your person to come out.  I don't know how you don't see the issue at hand.  If anything, me paying for a report that was not right should be refunded back if anything because I paid for a service I didn't get the results of when they did it.  I had to pull my own information to dispute.  If this was the case, customers should be able to provide the information without someone doing the cma as clearly it's incorrect and costs the customer. 

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

  Business Response

  Date: 05/14/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern and rebuttal filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Mr. Coopers escalation team reviewed your account, and found that as discussed in your conversation with a Mr. ****** agent on December 6, 2024, the second path to removing *** from the loan required a single-family home to
  have a Loan-To-Value (LTV) ratio of *****%, and based upon the principal balance of $330,994.63, the home would need to appraise for $441,326.17 or higher to achieve an LTV of *****%. Mr. ****** confirmed you agreed to complete a home evaluation and paid the required $190.00 fee.
  
  As stated in our previous response, on February 28, 2025, the *** denial appeal was approved,and a letter was sent to advise you were no longer required to pay the ***. Mr.Coopers records show during the appeal review, a monthly *** premium of $77.19 was disbursed from the escrow account on February 6, 2025. Your request for a refund of the MI premium was escalated. The request was approved and the amount of $77.19 will be refunded to the account. Please allow up to 14 business days for the refund to be processed.
  
  It is important to note, a new appraisal is not required as part of the *** denial appeal process.Therefore, we respectfully decline to provide you a refund for the second appraisal as requested in your correspondence.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at ********************** Team at ************ Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Or you are also welcome to contact Lakeview, per my contact information below. We are here to help and appreciate the partnership. Thank you.

• Initial Complaint

  Date:04/21/2025

  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 attempted to get mortgage assistance from lake view for about 6 months unsuccessfully. I had to file a Bbb complaint to get help. I asked for 3 months of assistance. It was approved due to my complaint however I only got 2 months assistance ************** I just started working after losing my prior job. I need 3 months of help I going hat for. I paid Feb 1st and got approved *** 3rd. I need the full 3 months assistance as I just started working 4 weeks ago.

  Business Response

  Date: 05/01/2025

  ******** provided a resolution response to the customer. Below is a recap of the response for the list of concerns outlined in the BBB complaint:
  
  You indicated in your correspondence that you filed a complaint with the Better Business Bureau due to delays in your prior request for mortgage assistance and were recently approved for a two-month forbearance on February 3, 2025, but requested three months
  
  The enclosed letter dated February 14, 2025, was issued to you that addressed prior concerns you submitted to the Better Business Bureau. In the letter, we also confirmed that your account was in a three-month forbearance plan and provided you with the Forbearance Approval letter previously issued to you. As your forbearance plan was reaching its expiration period, beginning on March *******, through April 17, 2025, we attempted to reach you via electronic mail to discuss your account.
  
  We spoke with you on April 21, 2025, regarding the forbearance period that you were approved for and explained that you were granted a full three-months effective February 1, 2025, through April 2025. We also explained that payments could still be made during the forbearance period, and you would need to submit a Mortgage Assistance Application (MAA) for review of additional mortgage assistance.
  
  As evidenced in the enclosed Account History, as of the date of this letter, your account remains past due for December 1, 2024, payment and each subsequent month. You indicated that you have regained employment, and since the full three-month forbearance plan has expired, in order for us to review your account for mortgage assistance options you may be eligible for, please complete and return the enclosed MAA, along with the required financial documents outlined in the application package.
  

• Initial Complaint

  Date:04/15/2025

  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.

  Regarding our mortgage, we are eligible for a 2% waiver on taxes which was acknowledged January ******. In February, Lakeview sent a bill not acknowledging the %2 waiver and billing an initial excess of over $1,500. We were told to pay $600 extra and that we would be refunded and that our payments would be adjusted for our fixed rate loan. My complaint is threefold.1.) I cannot consistently reach a competent, customer service professional to address the problems.2.)It has been past the 7 week period, and they have not fixed the payment amount. They are wrongfully adding unexplained charges to our mortgage payment.3.) We have not been refunded the $600 extra we paid.

  Business Response

  Date: 04/24/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent ******** service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the ******** may have experienced with *********.
  
  Mr.******* Summary
  Please see attached correspondence sent to the ******** which includes further details, briefly summarized below.
  Mr. ******* escalation team confirms no record found of conversation with the ******** on 1/2/2025,neither acknowledging a 2% waiver or any bill/funds sent in February ***************** the correspondence.
  
  On 12/11/2025, funds in the amount of $8,072.38 were disbursed for the county taxes. Mr. ****** confirmed that Mr. ****** contacted them on 3/3/2025, regarding the tax bill and the escrow analysis she received. The agent advised her of the updated monthly payment because of a tax increase. Mrs. ****** expressed her concerns about the analysis not reflecting two tax exemptions that would have reduced the tax amount.
  
  On 3/12/2025, ********* confirmed with the county the taxes were reduced to the amount of $2,034.91, and there was a refund processed in the amount of $6,037.47 that was sent to us via check number ******. The tax line was updated to reflect the Homestead exemption. Mr. ****** received the refund on 4/1/2025 in the amount of $6,037.47 was deposited into the escrow account. As a result, an out-of-cycle escrow analysis was completed and an Escrow Review Statement dated 4/16/2025, was sent to you with information regarding a shortage in the amount of $255.17. The monthly payment was updated to the amount of $2,053.60, effective April 1, 2025.
  
  As it relates to ********* ******** servicer call system, their calls are handled by an Interactive Voice Response (IVR) system. This system has been updated to prevent unauthorized parties from gaining account information. The update included ********s being automatically verified when calling from a phone number already associated with the account. If the *** system does not recognize the phone number, the ******** will be required to provide the full loan number, or the full social security number and the call will not be connected to a Mr. ****** agent until one of these verification items has been provided.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact Mr. ******* escalation team.

• Initial Complaint

  Date:04/14/2025

  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.

  Our mortgage company is giving us a frustrating runaround on our property tax bill - 2024 and 2025 escrow. We live at **************************************************************************. This year we have paid $7,001.31 total in property taxes (2024). They initial told us we were fully paid up and new total PITI would be $2,727.11 They are now telling us we owe an additional $1,400 AND our PITI will now be $2,843.80. We have been pushed around now 8 times to different supervisors and case managers within the mortgage company.They dont seem able to tell us where our payments go and why things keep changing with no communication from them.

  Business Response

  Date: 04/30/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer LoanCare in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with LoanCare.
  
  LoanCares Summary
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  LoanCare confirmed your loan originated as a newly constructed property; therefore, the taxes due during the first year was based on land only. On November 30, 2023, ******** disbursed taxes due for December 2023 in the amount of $1,558.61. The taxes due in 2024 were significantly higher because the property has been fully assessed.A payment of $7,198.82 was disbursed from the escrow account on November *******, to pay the taxes due. Due to overpayment, Denton County issued a refund of $98.92 that was deposited into your escrow account on December 27, 2024.
  
  LoanCare completed an escrow analysis due to the tax refund on January 13, 2025, and as a result of the significant increase in taxes and insurance, there was a shortage of $8,401.57. The new payment, effective March 1, 2025, increased to $3,427.24.
  
  LoanCare completed the annual escrow analysis based on the state schedule in March 2025. (The enclosed Annual Escrow Account Disclosure Statement attached). On March 15, 2025, ******** received your online payment of $9,728.43. Funds in the amount of $1,838.73 were applied to principal and interest and $888.38
  was applied as your regular escrow payment. You opted to include $7,001.32 as an additional escrow payment,which was applied towards the escrow shortage. While that amount was not the full shortage due in March 2025 ($8,401.57) as disclosed in the enclosed Annual Escrow Account Disclosure Statement dated January 14, 2025; it was still a significant amount that helped reduce your overall future payments due.
  
  LoanCare reanalyzed your loan on March 31, 2025, and the remaining shortage of $1,400.25 was divided into
  12 monthly installments of $116.69. This was not a new shortage; rather, it was the balance owed from the original shortage ($8,401.57 - $7,001.31). Effective April 1, 2025, the monthly payment decreased to $2,843.80. As of the date of this letter, your account is due for April 1, 2025.
  
  We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact **************** of the customer representative.

• Initial Complaint

  Date:04/11/2025

  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 closed my mortgage in the amount of $298,483 and that includes a down payment closing amount of $15,427.18 Lakeview sent me a 1098 tax form for the year 2023 with incorrect and missing information; which has caused many issues and financial discrepancies going into 2024 and 2025. Along with the 2023 1098 Tax form was a notice dated January 1, 2024, stating that my "mortgage balance went up to $314,104.01 which reflects the amount outstanding under the mortgage, including principal, interest, penalties, late charges, advances, and any other charges related to the loan, and any foreclosure or bankruptcy expenses incurred to date under the mortgage." However, since I closed on my mortgage on 2/28/23, I have never been late on my mortgage payments. My first mortgage payment was not due until 4/1/2023; which was paid in the amount of $2.421.65 to New American Funding/Brokers Solution. Therefore, there should be no penalties charges, late charges, or any other charges nor should my mortgage never have gone up. I closed my mortgage in the amount of $298,483 and that included a down payment closing amount of $15,427.18 On the 2023 1098 Tax form, Lakeview reported the following information: *********** taxes paid in the amount of $2,244.64. I spoke with St. Lucie appraisal tax department, and they reported that Lakeview had only paid $1,500.49 in property taxes not $2,244.64. For 2024 St. Lucie appraisal tax department reported that ******** had only paid out $7,218.67. On the 2023 1098 Tax form, Lakeview reported paying: ****************** premium was $1,069.92 in 2023, Had $0 amount for **************** (Lakeview never paid out **************** even though I was paying $583 a month in escrow to go towards ****************) Escrow in 2023: Total deposit was $6,021.02 principal balance should be $285,795.24 ending balance in 2023.

  Customer Answer

  Date: 04/14/2025

  Attached are additional documents which shows that Lakeview has mishandling my mortgage loan since 2023

  On the attached files you will notice the following

  - the escrow balances do not match for the ending year of 2023. The Dec 2023 final monthly mortgage statement indicates a much higher escrow amount than the payment history list LoanCare/Lakeview has listed on their portal

  - the total principal balance on my mortgage ending in Dec of 2023 is much lower than the ending principal balance amount listed on the payment history list

  - There is a payment of $1,350.30 indicated in May 2023 which was not calculated into any payments on the payment history list - yet for the May 2023 statement they have it indicated only as an escrow amount

  - In April of 2023 I made a payment in the amount of $2,421.65 to ***************** ************************; which was not transferred over nor added to my mortgage loan, nor is it indicated in any of the statements for 2023.

  Customer Answer

  Date: 04/15/2025

  Attached letter shows the actual starting principal balance of $298,483, at the time of the mortgage loan was originally closed on 2/28/23 with ********************** *** New American Funding. This amount also included the Hometown Heros Program assistance program, as well as the borrower's down payment for a total amount of $15,427.18. My first mortgage payment was not due until 4/1/23 as indicated on this letter by Broker's Solution *** ********************. I have never been late nor missed a payment on my mortgage, and I never took out a second loan in which Lakeview/LoanCare can collect any money from. 

  According to Lakeview/LoanCare the transfer of my mortgage loan, between them and Brokers' Solution dba New American Funding took place in April 2023 - and I was required to make payments to Lakeview/LoanCare starting May 1, 2023 (as shown on attached letter) - This further proves my case that I was never late on my mortgage and payments that I made to Brokers Solution dba New American Funding in April 2023 was never fully transferred to Lakeview/LoanCare nor was it added into my account. 

  Which further proves why the transfer documentations between the two loan companies and proof of escrow and any other money disbursements related to my mortgage loan is vital information to be obtained on this case!

  Customer Answer

  Date: 04/15/2025

  Link to very similar complaints from other customers:

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

  Business Response

  Date: 04/29/2025

  The servicer ******** provided a resolution response. See enclosed response letters including enclosures. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23194161
  
  I am rejecting this response because: I am still waiting for the SPOC person from LoanCare to answer the questions on my previous email, as well as provide proof of payment to American Integrity and St Lucie taxes; showing LoanCare as the payor. The escrow list does not provide that information. 
  
  
  And once again, the question as to why Lakeview c/o LoanCare were not the mortgage company listed on American Integrity documents; has yet to be answered. 
  
  
  As well as LoanCare showing proof of their name listed as the mortgage company on American Integrity for 2023, 2024 and 2025; has yet to be provided as well. 

  I have submitted proof to the company of their own letter increasing my loan to $314K. Their escrow listing continues to show inaccuracy- they are claiming $0 escrow repay however payments towards escrow has been made for 2025. 

  
  Lastly, there are no documents recorded with the St. Lucie clerk office regarding LoanCare or Lakeview being the mortgage company or any transfer documents were not recorded with the clerk office. 
  
  
  As you mentioned, the ***** has yet to answer the questions or provided documentations. 
  
  
  As far as payment goes for April 2025; I am more than happy to provide evidence upon request. The ****, also needs to provide answers and documents regarding what is being asked from them as well. 
  
  
  In regards to your statement below: 
  Regarding the Sales figure of $85,500 on the website screenshot you sent over, I forwarded over to the internal IT team involved.  They explained they use a third-party real estate data provider to aggregate public records such as purchase price and dates. We are notifying them of your information below to see how this can be resolved for you.  Thank you again and we appreciate the partnership
  - will this also be sent over to the St Lucie tax appraisal office? 
  - As this may be the reason why the taxes went up; due to the incorrect information from the third-party real estate data - who ever recorded the amount of the sale property; documented the incorrect amount as well as the incorrect date. 
  - Please provide updated information when the issue is corrected, who it was sent to, which third-party was involved, as well as the resolution outcome. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/30/2025

  These duplicative written requests have already been forwarded over to the customers ****************** company as well as the customers assigned single point of contact. Please note, the subservicer LoanCare has responded to similar prior allegations numerous times already (kindly see enclosed letters) as has Lakeview as master servicer. For any new servicing concerns, ******** is handling directly with this customer.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23194161
  
  I am rejecting this response because with all of the complaints; both Lakeview and LoanCare continue to not provide the information that is being asked, not completing a thorough investigation and fail to correct the issues that have been addressed numerous times. Mortgage Payment for April 2025 was sent via check in which the company has yet to deposit and apply payments of interest and principal to the loan as they were asked to do. Forcing payments be made via portal, which is illegal and unethical. I have a legal right to make payments via check and inform the company where the payments are to be added to on my loan. This decision has been made due to thru inability to show proof of being the payor & mortgage company being listed for American Integrity and inability to show proof of being the payor for property tax. They continue to submit screenshots and a spreadsheet; which is not what is being asked of them. Complaints will continue to be sent until the issue is corrected, in which both Lakeview and Loancare fail to correct. ******** has numerous lawsuits for similar actions, their contract, with the investor they have listed on the loan, states it is expired. They were investigated by *** and were found to be in not in compliant with reporting things on time and appropriately to HUD/FHA.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/10/2025

  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.

  There's been multiple calls to repair my payment issue but no one seems to want to fix it. Issue is with Lakeview mortgage not only is it difficult to get in contact with a representative but there tech department can't seem to fix my account. Mean while there reporting to my credit report that the payment is not being made. They have significantly lowered my score for no fault of my own.

  Business Response

  Date: 04/22/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ******* ******* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with *********.
  
  ********** Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  This loan serviced transferred to Mr. ******* subservicer for Lakeview Loan Servicing, LLC as of 11/01/2024 with monthly mortgage payment due for the 11/1/2024. Mr. ******* records show that on the 11/1/2024 monthly mortgage payment was not paid until they received funds of $1,953.52 on 2/13/2025. The funds were applied as follows:
  - $488.38 was applied toward the 11/1/2024 monthly payment
  - $488.38 was applied toward the 12/1/2024 monthly payment
  - $488.38 was applied toward the 1/1/2025 monthly payment
  - $488.38 was applied toward the 2/1/2025 monthly payment
  
  On 3/1/2025 Mr. ****** received funds in the amount of $488.38 that was applied towards the monthly payment. These funds were returned by your financial institution due to No Account/Unable to locate account. As a result, the loan became due for the monthly payment 3/1/2025, and a letter was mailed to you on 3/10/2025 advising this information.
  
  On 3/12/2025, ********* received funds in the amount of $488.38 that were applied toward the 3/1/2025 monthly payment. On 4/12/2025, Mr. ****** received funds of $488.38 that were applied toward the 4/1/2025 monthly mortgage payment.
  
  Note***Further review of the loan determined that you have a mortgage loan account with a loan number ending 6656 that is serviced by Mr. ******* subservicer for ************************** would need to use the online website of **********************************  to access this account online and will not be able to access your other account serviced by ************************ d/b/a *********************** on this website. To access his additional account serviced by Mr. ******* you must use your log-in information at ****************.
  
  As it relates to credit reporting mentioned in your complaint. The Welcome letter dated 10/22/2024 advises there is no late fees or negative credit reporting for 60-days following the loan servicing transfer date. However, under section 15 U.S.C.1681s-2(a)(1) of the Fair Credit Reporting Act (FCRA), Mr. ****** is required to report complete and accurate information to all credit bureaus. Mr. ****** is also required to report accurate payment activity to the credit reporting agencies based on actual events.
  
  Per your Promissory Note, your monthly installments are due on the first of each month. Please note Mr. ****** does not report delinquent payments to the main credit repositories if the payment is received within the month, it is due. If you believe there is an error in what has been reported, please provide documentation, such as a copy of the credit report, that substantiates any of the information reported by ********* is incorrect. You may send this information to the ******************* utilizing the information provided below.

  Mail: Attn: Research
  P.O. Box 612488
  **************************
  Fax: ************
  Email: *****************************************
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact **** ***** at ********** Escalation Team.

• Initial Complaint

  Date:04/08/2025

  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.

  The amount of harassment and unnecessary calls has moved from annoying to potentially *********** think after their federal government action theyd be on better behavior but nope!Unfortunately, my original mortgage sold my mortgage to these folks in Jan 2025.I have a **** loan. That means the policies of ***** apply to my loan. which means that within the first 60 days of loan transfer, I cannot be held accountable for late fees, etc. That means if I wanted pay two months of mortgage on the 59th day, I could.Didnt stop these dummies from continually calling me asking me where my payment was. Even after I explained to them the ***** they continued to call and me that they wouldnt be able to stop calling me. I made a federal complaint.Pretty common knowledge that your mortgage is not considered late until the 15th. Never been late with my mortgage or my rent payment and I never . Here we are in April 8 with these dummies calling me asking where their money is and when I remind them, that payment is not due until 15th They like to tell me that its due on the first period so I just hung up. If youre like me and your mortgage was accidentally transferred to these people and you didnt have a say so in it consider refinancing. If in the business of looking for a new mortgage, definitely seek elsewhere. These folks had a huge data breach in faith, a huge government fine inthree years of continued reparations

  Business Response

  Date: 04/22/2025

  The servicer ServiceMac provided a resolution response to the customer regarding her concerns. 

• Initial Complaint

  Date:04/08/2025

  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.

  To Whom It May Concern:I am filing this complaint against Lakeview Loan Servicing, LLC (located at ********************************************************) and their servicer Mr. ****** regarding my mortgage loan account #************ complaint concerns:1. Lack of transparency and poor customer service regarding escrow account management 2. Unexplained increases in my monthly mortgage payment (PITI)3. Inability to reach knowledgeable customer service representatives via phone number and also live chatbot Despite being a responsible homeowner who pays my mortgage on time, I have been unable to get clear answers about why my monthly payment has increased. The customer service phone system is fully automated with no option to speak with a human representative unless I am making a payment. When I have managed to reach someone, they have been unable or unwilling to provide detailed information about my escrow account and the reasons for payment increases.I have made multiple attempts to resolve this issue directly with the company. However, their automated phone system makes it nearly impossible to reach an actual representative who understands the mortgage process and can explain the changes to my account. As a result, I cannot determine why I'm paying what I am paying and what has changed to cause increases in my monthly payment.I am requesting:1. A detailed written explanation of all escrow calculations and payment increases 2. A review of my account to ensure all calculations are correct 3. The ability to speak with a knowledgeable representative who can answer my questions 4. Compensation for any improper fees or charges that may have been applied to my account I would appreciate your assistance in resolving this matter. I have also submitted a formal written request to the company directly but based on past experience, I am concerned that my concerns will not be adequately addressed without intervention.Thank you for your attention to this matter.Sincerely,Lane

  Business Response

  Date: 04/22/2025

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ******* through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
  
  ********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different
  servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** is subservicing
  this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the
  servicer Mr. ****** in order to assist with obtaining a resolution for the ******************************* apologizes for any challenges the customer may have experienced with Mr.******.
  
  Mr.Coopers Summary:
  Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
  Your loan was transferred on December 1, 2023. At the time of transfer, it included hazard insurance policy with *************************** for the term 1/10/2023 to 1/10/2024,and a flood insurance policy with ****** National Flood for the team 9/14/2023 to 9/14/2024, with a premium of $ 893.00
  
  On December 14, 2023,evidence of a new hazard insurance policy with *************************** was received for the term 1/10/2024 to 1/10/2025, with a premium of $ ******** which was paid on December 21, 2023. A flood insurance renewal was recorded on July 31, 2024, with ****** National Flood for the term 9/14/2024 to 9/14/2025,with a premium of $937.00, paid on August 27, 2024. On December 26, 2024, a renewal for hazard insurance was obtained and updated for the term 1/10/2025 to 1/10/2026, with a premium of $******** which was paid on December 27th,2024. On January 27, 2025, you were notified that a flood insurance policy is no longer required for your loan.
  
  An out-of-cycle escrow analysis was performed on January 3, 2024, due to the absence of a recent review. It showed annual property taxes of $3,364.06, a homeowners insurance premium of $6,610.00, and private mortgage insurance (PMI) of $977.76, totaling $10,951.82 in escrow disbursements. The base was set at $912.65, and due to shortage of $3,232.29, your monthly payment was adjusted to $2,681.80. You had the option to pay the shortage in full by March 1, 2024, to reduce the monthly payment to $ ********.
  
  A regular annual escrow analysis was completed on December 17, 2024. If found that property taxes were $********, homeowners insurance was $6,654.00 and PMI was $977.76, totaling $10,828.64 in disbursements. The base escrow was calculated at $902.39, and there was a surplus of $413.10 resulting in a new monthly payment of $2,402.18 beginning February 1, 2025. However, this analysis was later removed.
  
  A subsequent out-of-cycle escrow analysis was completed on January 29, 2025, with changes effective February 1, 2025. It determined that disbursements totaled $9,976.64, including property taxes of $ ********, hazard insurance of $ ********, and PMI of $977.76. With a surplus of $57.00, the new monthly payment was adjusted to $2,331.18.
  
  As of now, the loan is current, with the next due payment being the May 2025 monthly installment of $2,331.18. Records confirm that the hazard insurance policy for the term 1/10/2025 to 1/10/2026 is active and paid in full. The 2023 annual property taxes of $******** will be paid to ***************** by November 30, 2025.
  
  We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact ********************** Team at ************ Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). 

• Initial Complaint

  Date:04/02/2025

  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.

  My escrow is constantly changing since my loan was acquired by this company.I actually fought my taxes and my property taxes were lower, yet Lakeview still says I am deficient on escrow. This is not the first time. This is happening annually. This is unclear lending and they are consistently changing what is needed in my escrow. How can my property taxes and insurance decrease yet I still owe an increase?

  Business Response

  Date: 04/16/2025

  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves.  Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans.   In this instance, LoanCare is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare.  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.
  

  Business Response

  Date: 04/17/2025

  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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves.  Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans.   In this instance, LoanCare is subservicing this loan on behalf of Lakeview.
  
  This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare.  As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.

  Business Response

  Date: 04/18/2025

  ******** provided a resolution response to the customer. Below is a recap of LoanCares response regarding the customers escrow shortage concerns.
  The mortgage servicing guidelines require that we analyze your escrow account annually to ensure sufficient funds are collected for the payment of your property taxes and insurance premiums. When completing an escrow analysis, the projected amounts for the tax and insurance payments may be based on the prior years disbursements, unless new amounts due are provided prior to the analysis being completed. As your taxes and insurance can change from year to year, the escrow portion of your payment may also fluctuate from year to year and may result in an escrow account shortage or overage
  The latest escrow analysis was completed on March 20, 2025, and based on the decrease in taxes and increase in insurance, there was a shortage of $820.80 that was divided into 12 monthly installments of $68.40. Effective May 1, 2025, the new monthly payments are $1,667.94. The escrow portion of the payments were broken down as follows:
  Taxes $348.76 monthly $4,185.07 annually
  Insurance $402.08 monthly $4,825.00 annually
  MIP/PMI Disbursement $111.35
  Total escrow payments $862.19
  Shortage repayment $68.40
  With respect specifically to the shortage in the March 20, 2025, analysis, it appears there was an increase in the actual amount paid for insurance ($4,825.00) over what was projected based on the prior insurance premium ($3,758.00). This insurance increase led to a shortage even with a reduction in the amount disbursed for taxes.

• Initial Complaint

  Date:03/31/2025

  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.

  Business trying to get me to refinance even though I have mentioned multiple times that I am not interested.

  Business Response

  Date: 04/14/2025

  Timeline of events and resolution:
  *4/01/25- The Lakeview Issue Resolutions team reached out to the marketing team and the subservicer Mr. ****** requesting that the customers be opted out from receiving solicitations via email, telephone and mail.
  *4/02/25- The Lakeview marketing team confirmed the customers request to be opted out for solicitations was completed.
  *4/08/25- The subservicer Mr. ****** confirmed the customers were opted out from solicitations.

  Business Response

  Date: 04/16/2025

  We have attached a screenshot confirming the opt out has been completed.