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

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.

Initial Complaint
Date:11/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The amount I included below includes 2 refunds I've been promised countless times from various LakeView LoanServicing now handled by LoanCare, one for $274.54 which includes the over-charge I received in error on my mortgage statement that was due on 9/1/23 and $2,000.00 escrow overage balance I'm owed from my 2023 Escrow account caused by LoanCare taking too much out of my escrow for all of 2023 since they recorded the wrong property taxes due for 2023, which has left my escrow balance at a positive overage when all 2023 taxes have already been paid (Total owed back to me is $274.54 + $2000 = $2,274.54). Going back to July 2023, I immediately called LoanCare after receiving a letter from them advising my mortgage payment was being increased to $4,565.75 due to my escrow projected to be short for October taxes due, and that the new increase payment would be effective 9/1. After realizing LoanCare had the wrong 2023 property tax amount, I quickly called them back and had to file a dispute to get corrected to avoid my mortgage payment being increased on 9/1. After filing a dispute, I was told my September bill would not increase and that my escrow is not even with the corrected taxes due amount. Towards the end of August, I received my September bill which showed the increased amount that I owed $4,545.75 even though I was told it was corrected. The rep then told me to pay the higher amount because he couldn't fix it past the billing cycle and that I would receive a refund for $274.54 the following month after my mortgage got corrected. Starting in October, my mortgage was back to the correct $4,291.21 monthly payment, however, I never received my refund. I've called in now 10 times and spoke to 2 managers who gave me a case #CAS-432163-X3V4K5 by ****** and was told I would get a call back. It's now day 6 and I've still had no call back or resolution. I'm also told I'm owed a refund for my escrow being over positive $2,000. Filing BBB due to no resolution...
Business Response
Date: 12/11/2023
The current escrow balance is $2,331.14; however, we anticipate disbursing taxes of $5,627.80 in April ****, insurance of $610.00 in July ****, and taxes of $3,429.67 in October ****. Therefore, no escrow refund is due.
Customer Answer
Date: 12/12/2023

Complaint: 20923273

I am rejecting this response because you didn't read my initial concern, as my complaint isn't just related to the escrow being wrong, which by the way you have the wrong April **** taxes due again as they ARE NOT $5800 and are actually $3,429.67 due in April ****. Your company having the wrong taxes due is what put us in this situation to begin with in the first place!
Part 2 of my complain is that your company still has not refunded me for the $288 over charge I received from you all back on 9/1/23 mortgage due. Please go back to my records on my account and review the notes to see why I was incorrectly charged $288 more on my mortgage due on 9/1/23 which you all corrected on October 1st when you got the mortgage back down to the $4200 per month its supposed to be at, but I was told to pay the higher amount in September and would receive a refund the following month which I still HAVE NOT received! As I called out, I'm getting tired of repeating myself as I've been dealing with trying to get this over-charge and escrow refunds now for months ever since I had to escalate this when I got my September statement showing the incorrect amount due.
Will someone please call me over the phone to get this rectified and to please get my taxes corrected as you can see you don't even have the correct amounts for what's due in April **** as they should be $3,429 instead of the $5K+ you just stated in your response. This is getting ridiculous!

Sincerely,

***********************
Business Response
Date: 12/22/2023
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB rebuttal complaint filed by ***********************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
This complaint and the borrowers requested resolution includes several variables that requires input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Customer Answer
Date: 12/26/2023

Complaint: 20923273

I am rejecting this response because I was told to contact Tere from Lakeview loan servicing to further chat through my 2 refunds I was promised as I still have received no resolution, even though Ive provided proof and screenshots showing where Im due the refund. I was told to call Tere and after leaving her 3 voicemails to please contact me, *** once again heard nothing and havent received any call back. After emailing Lakeview back last week (before Christmas weekend), I was told she was out of town and that she would call me the following day, and then here we are a week later and still no call back. I would love someone from Lakeview to please call me back!

Sincerely,

***********************
Initial Complaint
Date:11/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business was cyberattacked and did not notify **. As a result many of us cannot pay our bill. This will result in a late bill. This is our mortgage.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Customer Answer
Date: 11/30/2023

Complaint: 20922817

I am rejecting this response because:

There is no one is answering from them. They hang up on you. There system also debited my account additionally 100 dollars 3xs . Later learning that the system is still failing and they are saying we have a huge shortage. Blaming it on taxes. When in fact, our taxes went down **** dollars. They are full of it
Sincerely,

*************************
Business Response
Date: 12/06/2023
This complaint and the borrowers requested resolution includes several variables that requires input from various lines of business. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Customer Answer
Date: 12/07/2023

Complaint: 20922817

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 12/08/2023
If you look they initally said they cannot resolveit all in one as it has many issues connected to it. I did not agree and am allowing them more time to fix this. Why is it that yall are closingit?
Initial Complaint
Date:11/27/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lakeview purchased my mortgage from Pulte. I received a letter from Pulte advising of the transfer on 11/10. Since the transfer Lakeview and Loancare have do not answer the phone and their website does is down. I am concerned about where to make my payments and if this is even a legitimate company.
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/27/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My home mortgage is managed by this company. For over a week their website has been down to view loan and make payments. As of today (11/27/23) website does not work their phones are not functioning. No communication from the company explaining any issues. Unknown if this company went out of business without notice or what is going on.Also, the company never sent an Escrow Analysis statement explaining an increase due in my mortgage payment that is required by law. Can not speak to anyone at the company for assistance.
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, the servicers ******** systems have been restored. You should be able to access their website and their phone lines are open to assist customers.
Initial Complaint
Date:11/27/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the last several days I have attempted to login to our mortgage account provided by ********************** **** Services. Their website is not responding. Their phone numbers disconnect with 'technical difficulty'. There has been no communication regarding problems with their websites or services. I am unable to view or pay my mortgage. The most alarming aspect is that they are not available, and have not communicated in any way. In addition, they recently dropped the value of our home by over 8%, resulting in ongoing PMI payments when we were about to reach 20% equity. The mortgage values in my area have remained strong and resilient, and there is no method for disputing this discrepancy.
Business Response
Date: 11/30/2023
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: 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. The mortgage loan servicing website is back up and working (with improvements), and I received direct email communications from the provider this morning.

Sincerely,

***************************
Initial Complaint
Date:11/27/2023
Type:Customer Service 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 loan was sold to Lakeview a few years back. Ever since then, it has been nothing but problems. I have been trying to get in contact with someone from Lakeview to inquire about escrow delete. Not only is their website down, but their phone number is cut off. When I call, I get an automated message that "my call cannot be completed due to technical difficulties". I cannot believe there is not someone who I can speak to about my mortgage, but the company continues to be able to pull my monthly payment from my bank account. The level of customer service with this company is criminal and executives should be held personally accountable. I demand immediate contact from this company.
Business Response
Date: 12/18/2023
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.
Initial Complaint
Date:11/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been trying to get ahold of my mortgage company for about 4 days now and there has been no answer. Theres a message that says the phones are down and when you try and get on the website it doesnt work either. This is crazy to say the least. I need help this is so unprofessional Im trying to pay my mortgage and they arent giving me the tools to do. Apparently this company has bad reviews to begin with and Im not the only one whos complaining
Business Response
Date: 11/30/2023
Please see detailed response attached.
Initial Complaint
Date:11/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lakeview is servicing my Mortgage and Escrow on Behalf of the Mortgage holder ****************. Despite Lakeview having received regular on time payments, and a positive balance in Escrow, Lakeview has failed to maintain timely Insurance payments through the escrow. Lakeview did not contact me of any error preventing payment to my ****************************** I received a call November 23 from my Insurance stating that the service as been canceled due to non-payment. Lakeview has been unresponsive to telephone (all automated) and the contact via support has said they will respond in 7 business days. Lakeview has to work with the Insurance provider and pay any penalty as required by law as required by law. I will be filing an official complaint with the **** and sending an official notice of error (Requires a 5 day response). Hopefully I will be contacted before I have to retain legal assistance.Support Ticket: **********
Business Response
Date: 12/07/2023
The servicer **************** cannot initiate the homeowners insurance policy outside of lender placed insurance (which would force place escrow for hazard insurance for the life of the loan). **************** must contact his preferred carrier to initiate a new policy. Once the customer secures a new policy with the new premium amount. If determined that there is a cost difference in the policy that can be attributed to the cancellation. **************** is welcome to submit a request to **************** to seek reimbursement for the difference in premium.

Customer Answer
Date: 12/07/2023

Complaint: 20913035

I am rejecting this response because:
#1 It is not consistent with the law. Internal company policy on securing insurance policies can not override the requirements of the escrow to pursue to restoration of a cancelled policy due to malfeasance.
#2 The lender can not force back any insurance if the cancel policy was only the result of escrow not making timely payments.
#3 This behavior presence itself as potential fraud. Mortgage holder withholds escrow payments to insurance company (regardless if payer is current in mortgage payments) and then force backs more expensive insurance that the lender themselves sales.
I am asking the bare minimum, contact my policy **************** effectively cancelled and get my previous policy re-instated.
Sincerely,

*********************
Business Response
Date: 12/12/2023
******************** ******************** can conference in his preferred insurance carrier to discuss new hazard policy information; however, he must be on call, as he is the property owner. It is important to note that this option was previously offered on 12/1/23. **************** declined.
Customer Answer
Date: 12/14/2023

Complaint: 20913035

I am rejecting this response because:
#1 December 1, 2023 call was not a conference call. Your insurance representative transferred me to a third party, ************************* at ************************ (acting as Insurance Broker) and hung up while I was talking to her and explaining what I was asking for. If you have a questions about this, please review the recorded call. Lakeview Insurance representative stated that they are only allowed to sell their Insurance... I was never offered any insurance policy or given any quote. What I stated was I wanted **************** to get my Nationwide Policy re-instated. **************** transferred me to a broker and hung up... The first offer to cover the difference of getting new Insurance was from a response to BBB here. I rejected that because you hadn't even attempted to contact Nationwide direct. I was already in discussions with ******* to acquire insurance temporarily while I have **************** resolve this issue with Nationwide. Stop misrepresenting the call on 12/1/2023.
#2 Your insurance representative never contacted Nationwide which was my request. Lakeview Insurance has the resources to contact Nationwide directly but refuse to do so despite your company being the sole reason my Insurance was canceled.
#3 Lakeview has continued to be unreachable to discuss this case. The first time Lakeview as reached out to me regarding this issue was 12/6/ ***** at 11:36AM. I called back the following day 12/7/2023 at 12:41PM and 2:11PM. I also called back on 12/8/2023 at 9:33 AM. My calls went straight to voice mail.
#4 Lakeview is still sending mail threatening Force-back Insurance notices, despite being legally unable to force back insurance due to the cancellation of my insurance being the sole result of Lakeview breaking the *********** Settlement Procedures Act of **** by not making timely payments and breaching the mortgage contract it bought from Arvest. This is harassment.
It appears Lakeview (a subsidiary of **************** formerly Nationstar) is not interested in resolving this issue or even speaking to me. Lakeview has not complied with Regulation X and by extension **************** has breached it's contractual requirements. Lakeview has failed to remedy it's actions in a reasonable way. How difficult is it for Lakeview to a called to a counterpart at Nationwide? I shouldn't have to get new Insurance, I shouldn't have to suffer the harassment. I shouldn't have to take viable time during the holiday, during work hours, to explain that you didn't pay my Insurance, that you can't force-back me Insurance, that you are required to reach out to Nationwide to get my policy reinstated. I am starting to think this may be just straight forward fraud.

Sincerely,

*********************
Customer Answer
Date: 12/18/2023
The business has not made a good faith effort to resolve the issue. If BBB is willing to accept misrepresentation and potentially fraudulent behavior has acceptable business practice, then I have no further use for this organizations. I have formally escalated this complaint to the **** and will pursue legal representation on the matter.
Initial Complaint
Date:11/24/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attempting to pay for my November, 2023 mortgage. The servicing site will not work to *** the usual payments. Upon signing in there is a long wait while it loads, however I have gotten the errors " This site cant be reached. https;??lakeviewloanservicing.myloancare.com/app/index.html is unreachable. ERR_Address_Unreachable" or a message saying that the request had been timed out. When I tried calling the number listed on their site ************ I get an automated message about winning some ******* gift card and to press a button to claim it and if I dont want the gift card to then hang up. I feel like they are not giving me any options to pay my mortgage and an unable to contact anyone.
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:11/24/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Website not working need to pay mortgage.
Business Response
Date: 11/30/2023
Please see detailed response attached.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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