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:11/19/2023

  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 constitutes timely written notice that the Account ******, ***********************************, disputes the entire amount and validity of the alleged account, the Credit Providers contractual Performance thereon and full disclosure thereof. LAKEVIEW LOAN SERVICING, LLC is involved in Securities Fraud because they have sold or flipped ************************ Promissory Note hundreds of times without giving Full Disclosure, Just Compensation and Due Process of law. According to the Generally Accepted Accounting Principles (GAAP) of "matching" and "representational faithfullness", the bookkeeping entries associated with the processing of all the charge slips covered by the Account agreement, which are the substance of the agreement, must materially match the terms of agreement, or else the Account Holders charge slips are Stolen and their signature are forgery. After a person agrees to a interest rate and payment terms on the "Mortgage" application and it is approved and a credit limit established, a consumer charge slips/Promissory Note becomes a Promise to Pay, which becomes a income stream for LAKVIEW LOAN SERVICING by ****************. Then the bank or loan servicing company bundles these Promissory Notes together with hundreds of other Charge Slips/Promissory Note into a risk category using Account Holder profiles and other demographic characteristics, "Sells" them as ********* Securities and new Money is created. All this is being done with Lakeview **** Services by **************** without risking a cent of their own assets to the purchaser. In effect, the Consumer is paying Lakeview Loan Servicing "Twice. This is Fraud, Breach of Fiduciary Duty and Misapplication of Statue.

  Business Response

  Date: 12/04/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed on behalf of the customer. ********************** 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. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.
  
  Upon receiving this complaint, we immediately reached out to the servicer **************** to start an immediate investigation. Mr. ******* research confirmed that this is a non-authorized third party that has submitted a debt validation request via the BBB. **************** would not be able to correspond or have a conversation with this party. 
  
  Lakeview will consider this concern resolved based on the actions of the servicer *****************A letter has been sent directly to the borrower from ***************** 

• Initial Complaint

  Date:11/11/2023

  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 property address at issue is *************************************************************. This address is tied to a single family house built in early 2022 (closing was 1/31/2022). Lakeview is unfortunately the servicer for my mortgage (I have no ability to choose my servicer). Every year, per federal law, an escrow analysis must be performed. The purpose of this is to estimate how much must be set aside each month to cover taxes and insurance. Taxes are paid annually to Hillsborough County. A certain amount each month from the monthly mortgage payment then goes into an escrow account based on the loan servicers annual escrow analysis. Tax and insurance bills are then paid by the servicer using monies in escrow. It has come to my attention that Lakeviews escrow analysis, on which my 2023 mortgage payments have been based, was based on the unimproved value of the land my new home sits on (before the home was built), resulting in an underestimated tax bill of nearly $5,000.00 and an escrow shortfall of basically that amount. This is a rookie and colossal error for a servicer to make. It is common knowledge that the tax bill for the year following the purchase of a new construction home will increase dramatically, and Lakeview should have been cognizant of this when performing their escrow analysis last year. It is astounding and amounts to nothing more than gross negligence for a servicer to base an escrow analysis on the value of unimproved land for a new build. To make up for this shortfall, my mortgage will need to increase not only about $500.00 per month for the entirety of next year, to make up the deficit, it will also need to increase by roughly that same amount to prevent a shortfall next year. This means my mortgage will need to increase from $2500.00 per month to around $3500.00 per month for the next 12 months. Not only is this impossible for us to afford, we NEVER would have qualified for a mortgage this high (we were pushing it greatly at $2500.00).Fix.

  Business Response

  Date: 12/04/2023

  In summary: LoanCares system was set up at servicing transfer with information provided by prior servicer and by using documents from the closing.The First Payment Letter advised the customer that a significant increase was likely in the second year of their loan, due to increased taxes. When customer advised LoanCare that he received a tax bill/notice for more than we had originally projected, the system was updated, and taxes disbursed to satisfy the 2023 Hillsborough County Notice of Ad Valorem Taxes and Non-Ad Valorem Assessments on 11/10/2023. Should the annual escrow analysis, scheduled to take place in December,make the customers monthly payment unaffordable, LoanCare may be able to spread the shortage over a larger number of months or the customers may want to consider seeking loss mitigation options. LoanCare updated the water tax line with billed amounts, and because the amounts estimated for county and school are not available, LoanCare has left these tax lines with last billed amounts. 
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20858158
  
  I am rejecting this response because (1) they have failed to explain how it was reasonable to base an escrow analysis off of the value of unimproved land when they themselves knew taxes would increase in 2023 (which they have  admitted since they are in possession of the document signed by me at closing warning of the property tax increase), and (2) they have failed to respond to the following e-mail regarding negligent escrow analyses performed by their organization on 11/17/2023 after supplying erroneous documentation from a prior loan servicer that performed a correct escrow analysis:

   

  Good Afternoon,
  
  
  You have attached a document signed at closing from another entity, Lennar Mortgage, regarding Lennars escrow analysis performed in 2022. In this document, ****** indicates that they performed their escrow analysis based on their best estimate of the next tax bill to be paid. ****** did this correctly, and the escrow account had more than enough in it to pay the November 2022 tax bill. 
  
  
  The purpose of my Better Business Bureau complaint (and hundreds of others) was to address LoanCares negligently-performed 2023 escrow analysis resulting in an escrow deficiency for 2023 taxes (not Lennars escrow analysis in 2022) of nearly $5,000.00. By attaching this document, you have admitted your organization is aware new construction homes have their property taxes raised significantly in the second year of homeownership, yet your organization still performed an escrow analysis based on the value of unimproved land, and not on the best estimate of the next tax bill (unlike ****** per the document you yourself have attached)this is negligence and the basis of my complaint. The best estimate of the next tax bill would have, at minimum, been the appraised value of the house or one comparable in the immediate vicinity. 
  
  
  I thank you for demonstrating the contrast between escrow analyses performed by ****** and LoanCare. 
  
  
  Additionally, a complaint will be shortly be filed with the ************************************ regarding negligent escrow analyses performed by your organization, which form the basis of hundreds of Better Business Bureau complaints. Loancare appears to have a financial interest, whether through collusion or otherwise, in seeing homes foreclosed, and it accelerates this process through negligent escrow analyses on new builds, only to shock homeowners later with mortgages that increase by 30-40% to make up for their own internal failings and miscalculations. You owe a fiduciary duty to the homeowners you service mortgages for, and you have failed to uphold this duty for hundreds, if not thousands, of mortgagees.  
  
  
  Your recommendation to consider loss mitigation options on a home that has been built and occupied for 19 months is disturbing. 
  
  
  An escrow officer or someone in a position of authority needs to contact me to discuss how the deficiency will be spread over an extremely protracted period of time.
  
  
  Best,
  *****
  

  Business Response

  Date: 12/15/2023

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

  Customer Answer

  Date: 12/19/2023

  I have attached the proposed increase to my mortgage payment. Due to the negligence of Loancare, my mortgage will be increasing from $2484 per month to over $3700, which is even worse than anticipated and renders the home completely unaffordable.

  As one can see, the projected taxes were just over $4,000.00 (again, this is because the projection was based negligently on the value of the unimproved, dirt lot). In reality, the taxes were over $10,000.00 resulting in a massive escrow shortfall. 

   

  Again, I want an explanation as to why this occurred and want to be contacted by someone in a position of authority from Loancare to discuss how they intend to resolve this. 

  Business Response

  Date: 12/29/2023

  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.
  

  Business Response

  Date: 01/08/2024

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20858158
  
  I am rejecting this response because the business is merely requesting more timethey have not come up with a solution. This is not their official response. 
  
  Sincerely,
  
  ************** ****

  Business Response

  Date: 01/09/2024

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

  Business Response

  Date: 01/31/2024

  ******** provided the following response and resolution regarding your rebuttal:  
  LoanCare reached out to the escrow team to further investigate your escrow concerns. Due to previous miscommunications regarding your property tax assessments. LoanCare has agreed to advance $7,696.36 to be applied towards your escrow account to cover the escrow shortage reflected on the most recent December 26, 2023, escrow statement.
  
  The Corporate advance funds ITAO $7.696.36 have been applied to the account as of January *******. These funds were used to clear the escrow shortage.
  
  As a result of LoanCares removal of the $334.62 (prorated shortage) the new monthly mortgage payment, effective February 1, 2024, will be $2,987.19. These changes will take a few days for the changes to reflect on the account. However, the changes should be updated before the next payment draft date (on or around February 14, 2024).
  
  On January 26, 2024, LoanCare made a phone call attempt to reach the customer. A voice mail message was left. Followed by an email detailing the above resolution details.
  
  It is important to note that the estimated tax base of $7,151.52 used by Lennar Homes at closing would have still fallen short by $2,849.02 of the fully assessed tax amount of $10,000.54, paid in Nov 2023. The estimated amount by ****** may have been offset by the $2,802.80 that should have still been collected during the period of Jan 2023 through Jan 2024, if LoanCare had not adjusted the tax lines. This adjustment resulted in the customers receiving an escrow refund ITAO $1,695.05 and a lower payment to the customer reduced by $215.60 per month. The total PITI payment of $2,482.84 for the next 13 months that followed. Thank you for your patience and we apologize for any inconvenience.
  
  

  Business Response

  Date: 03/18/2024

  Good morning, 

  Could you please update this complaint as answered. We responded to this complaint initially and the customer rejected the response. We provided a final resolution to the customer. Could you please update your records? 

  Thank you. We appreciate your partnership.
  
  Lakeview Loan Servicing Issue Resolution Unit

   

   

  Business Response

  Date: 03/18/2024

  We are enclosing the final resolution response that was submitted  through the BBB portal on 01/31/2024. 

• Initial Complaint

  Date:11/09/2023

  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.

  Since my mortgage is $2,000 now I have to make split payments. You cant make split payments online but every time I call in they tell me I can pay online. Shut up. Today though, I called to make a payment and the guy COMPLAINED that I was paying $490 when there was $536 left to pay. Wtf Im broke. Why are you complaining???

  Business Response

  Date: 11/21/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare LLC is servicing this loan on behalf of Lakeview.
  
  *11/09/2023 - Borrower filed BBB complaint regarding customer service.
  *11/10/2023 - ********************** reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to *************************.
  
  We apologize for any inconvenience this matter has caused.Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation.
  
  On 11/13/2023 LoanCare contacted the borrower and the borrower advised that the primary reason for the complaint was due to the customer service they received during a previous call. We regret the customers experience was less than satisfactory and appreciate her feedback. LoanCare, the servicer is committed to delivering exceptional service to every customer and will use this information to improve their processes.
  
  LoanCare will consider this concern closed based on the actions of the servicer LoanCare. 

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakeview Loans currently holds my mortage for my home. In May they overcharged me by $761.05. I have asked several times for someone to explain it to me, but never get an answer.

  Business Response

  Date: 11/20/2023

  After the 12/2023 disbursements are sent, LoanCare will review the escrow account balance and, should an overage be identified by LoanCare, any surplus funds will be provided to the customer in the form of a refund check.
  

  LoanCare reached out to the customer via telephone on 11/13/2023 and 11/15/2023 voice mail messages were left for the customer. A resolution email was sent to *********** on 11/15/2023 detailing the resolution. 
  

• Initial Complaint

  Date:11/07/2023

  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.

  I have been trying to communicate since October 29, 2023, with my Lakeview sub serviced by **************** mortgage company to make payment and to modify the extra cost due to their website technical difficulties. I called over ten times to the only number they provided ************ to cancel the second payment made by error due to not having the funds to cover it. I just noticed that they retired funds without updating the next due day

  Business Response

  Date: 11/15/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by **************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.

  Lakeview will consider this concern resolved based on the actions of the servicer ****************. A resolution email has been sent to borrower from ****************. If the BBB or the borrower have any additional questions regarding this matter, please contact *************************** at **************** phone number ************. **************** hours of operation are Monday through Thursday,7:00 a.m. to 8:00 p.m. Central Time, Friday from 7:00 a.m. to 7:00 p.m (CT) and Saturday from 8:00 a.m. to 12 p.m.

  See detailed response attached.

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple issues with this company. The latest being that they have had a ton of issues with their website and implementing their new site (from which I was told directly by their employee on the phone). I was not able to make payments on time because our loan had been getting serviced by ****************. After speaking with multiple people about not being able to log into my account to make payments. The reps had absolutely horrendous communication skills. After being insured that their technology issues would not affect my payments being on time, I just tried to go through another company to try and get a home equity loan. I absolutely would not go through Lakeview because of the issues we have had with payments and the entire loan transferring. When I was speaking with the new prospective lender, they ran my credit score and let me know that my credit had dropped 100 points since the last time I ran it about a year ago. I asked them why, and they said I had two late payments reported on my mortgage from July and August. That was right at the time I was having issues making payments through their system. So now because they are reporting the two late payments, from their own admission of the technology issues they have been having, I dont qualify for a home equity loan until one year after my late mortgage payment. And just now when I went to log into my account and call a rep to discuss this situation again, I actually get an error message on their website saying they are experiencing a system/technical outage. I am attaching the photo as well. Messing with a persons credit score because of their own self admitted technical inabilities is at a minimum irresponsible and reckless in todays economy. Hopefully once the technical issues get figured out, and when I can actually reach a human being on the phone they will be able to remove these late payments from my credit report, like they assured me prior on my call with them.

  Customer Answer

  Date: 11/02/2023

  I just tried to go into the site again today and apparently the company has been hacked.  This supports my claim of their website not working correctly.  I am attaching a picture of the error message.  Although Lakeview claims that our loan is serviced through ****************, Im still required to make my payments through the Lakeview website, which is what caused some of the issues prior.  I cant even get anyone on the phone now because the voicemail message states that their website has been hacked and then the phone hangs up.

  Business Response

  Date: 11/15/2023

  Dear ***************************,

  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. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.

  Lakeview will consider this concern resolved based on the actions of the servicer ****************, contacting the borrower. If the BBB or the borrower have any additional questions regarding this matter, please contact ************************* at **************** phone number ************. **************** hours of operation are Monday through Thursday, 7:00 a.m. to 8:00 p.m. Central Time, Friday from 7:00 a.m. to 7:00 p.m (CT) and Saturday from 8:00 a.m. to 12 p.m.

  See detailed response attached.

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20812381
  
  I wholeheartedly reject this response because:

  1) Trying to just pass off accountability to the servicer of our loan without taking any ownership shows the lack of customer service that this company desperately needs.

  2). Not even acknowledging that the companys website was hacked and customers personal information was put in jeopardy for multiple days while 1.4 million customers werent able to pay their mortgages on time shows the incompetence of this company.  
  

  3) Writing the same generic cookie cutter response to everyones complaint on here and not taking accountability for the actions of the loan servicers (that Lakeview picked themselves) should show the BBB that Lakeview doesnt take these complaints seriously.
  

  4) **************** did not offer any kind of resolution for the problem that their own website caused.  In fact, when a rep reached out to me because of my complaint, she asked me if she could do anything to fix the situation.  When I mentioned that she could fix the issues on my credit report that her company self admitted that they caused, she said they are LEGALLY not allowed to call the agency and report mistakes, when in fact legally they are allowed to report mistakes to a credit reporting agency.  Otherwise how are they going to report to the credit agency all of the customers that werent able to make mortgage payments while the website was down because it was hacked?  
  

  5)  Read the reviews.  This company has a pattern of causing problems with its customers and is now putting peoples confidential information in jeapordy.  Id love to get a security team to do an audit on the information that was compromised during the hack and see how widespread it was.  I have a strong sense that a multimillion dollar class action lawsuit is on the way

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

  Business Response

  Date: 11/29/2023

  Re: BBB Work in Progress to Consumer Complaint Notification -Lakeview Concern # *****
  
  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.
  
  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.

  Business Response

  Date: 12/06/2023

  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:10/31/2023

  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.

  I am writing to complain about Lakeview Loan Servicing, LLC. On May 3rd, 2023, I received a call from a fake **** of America number asking me if I authorized someone not related to me to cash in a check. I said no and they informed me that they would be voiding the check as it was fraud. I asked who was trying to do this and they said they could not provide me with any information about that, but that it was being cashed in **********.I immediately called Lakeview Loan Servicing, LLC to notify them that someone tried cashing in the check they sent me. They informed me that they could send me another check, but that they could not do that until 30 days from the date the check was issued, which was April 11th. I called back on May 12th and they confirmed that they were mailing me another check.On June 21st, after not receiving the second check, I called again. They told me that they did not send out a second check because the original check was cashed on May 12th. I was shocked and told them that this should not have happened, as I alerted them on May 3rd about the fraud.I asked for a picture of the endorsed check and they sent me a picture with the endorsed part cut off. When I asked for another picture, they put me on a long hold and proceeded to send me a picture with someone else's name on the endorsement section.I have contacted Lakeview Loan Servicing, LLC many times asking for the money they owe me for my escrow refund, but each time they give me conflicting stories. They even had a stranger's phone number attached to my account: ************. They tell me they need to finish their investigation and then they will see if they can give me the money I am owed.Lakeview/Loancare owes me my escrow refund of $4911.64 and it is clear to me that they never sent me a check and are giving me the run around. I am requesting that the Better Business Bureau investigate Lakeview Loan Servicing, LLC and help me get the money I am owed.

  Business Response

  Date: 11/13/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***********************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare LLC is servicing this loan on behalf of Lakeview.
  

  We sincerely apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation.
  
  LoanCares research confirmed that this is a case that began back in July where the borrowers advised LoanCare of their escrow refund check having been fraudulently cashed. The borrowers filled out the forged endorsement affidavit and sent it to ***** Fargo to open a fraud investigation.
  
  We empathize with the duration of time this process is taking; however, the banks involved must complete their respective investigations. ******** reached out for an update, and it is still being investigated by the ********** of ********
  
  On 11/9/2023, ***** from LoanCare contacted ***************** and advised that they received an update from ***** Fargo and the case is still pending with the **** of ***** ******** They will continue to follow up with the fraud team on updates and update the borrower accordingly. LoanCare advised the fraud investigation can take ******* days or even longer. The period of ******* days started from the time the fraud case was opened (08/02/2023) and not when the check was initially issued in April 2023.
  
  LoanCare will continue to monitor this investigation and update the borrower accordingly. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20806773
  
  I am rejecting this response because:

  I received a call from ***** after a period of unresponsiveness to my emails, notably coinciding with the filing of my complaint with the BBB. During this call, I was surprised to learn that she claimed to be investigating with **** of America, despite the fact that the form she requested for our completion pertained to ***** Fargo.

  This inconsistency adds to the troubling pattern of contradictions evident in their handling of my case.
  Furthermore, I submitted the required form in July, yet as of now, there has been no progress or additional information provided regarding the investigation. Despite assurances that these processes take time, it is disconcerting that there have been no developments since July, and ***** appears unaware of the bank under investigation.

  
  I am reaching out to express my concerns and request a thorough review of the handling of my case. I believe these issues contribute to a lack of transparency and efficacy in the resolution process. I appreciate your attention to this matter and look forward to a prompt and constructive resolution.
  

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

  Business Response

  Date: 11/21/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***********************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  
  *11/13/2023 ********************** responded to the BBB complaint regarding missing escrow refund check.
  *11/15/2023 Rebuttal received, and response sent.

  We regret to hear of this concern. We empathize with the duration of time this process is taking; however, the banks involved must complete their respective investigations. As of the date of this letter, LoanCare is awaiting a response from the negotiating bank. LoanCare has been advised these claim types can take 120 to 150 days to be resolved. ******** sent a letter to the borrower with the additional details and to advise them they will continue to update the borrower. (see letter attached)
  
  LoanCare will continue to monitor this investigation and update the borrower accordingly. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20806773
  
  I am rejecting this response because:

  Lakeview Loan Servicing's handling of the situation has been inadequate and warrants further attention. 

  In Lakeview's response from November 14 they reference the phone call from May 3rd. However, upon verification with **** of America, it was confirmed that the call was fraudulent. The number used was not associated with **** of America, and the bank does not make such calls when someone cashes a check in their branch.The caller, who was not associated with **** of America, disclosed the exact amount of the check, leading me to contact Lakeview as the sum aligned with an escrow refund. This raises serious concerns about Lakeview, especially considering the fraudulent nature of the call.  

  Despite my repeated attempts to address a fraudulent incident associated with my account, I find their responses to be evasive and devoid of acknowledgment of their own potentially fraudulent actions.

  Throughout our communication, Lakeview consistently deflects responsibility by referring to the ongoing bank investigation. However, a critical aspect remains unaddressed the inclusion of a stranger's phone number attached to my account. This unauthorized addition to my contact information raises serious questions about Lakeview's internal security measures and points to a potential breach that goes beyond the scope of the bank's investigation. 

  Contrary to the prompt actions taken by banks and federal institutions during fraud investigations, my recent conversation with Lakeview indicates a lack of progress in their investigation. The delay in resolution, coupled with the fact that the endorsement on the check does not match my name, strengthens my belief that Lakeview is not taking the necessary steps to rectify the situation.

  Given the clear evidence pointing towards fraudulent activity, I do not see the need to await the completion of their investigation. I urge Lakeview to expedite the resolution process and promptly pay the amount owed to me. Their current approach seems to be an attempt to delay and evade their responsibility, which is both frustrating and unacceptable.
  

  I'd also like to point out that In their letter dated November 21, Lakeview mentioned *************************** as my designated point of contact. Regrettably, ******************** has been unresponsive to both emails and phone calls since August. Despite my attempts to communicate, there were no out-of-office messages indicating her absence. It was only after filing this complaint that I received a response from her.

  ******************** mentioned that she had been out sick, although this information was not conveyed to me proactively. Subsequent to our phone conversation, she committed to providing me with an update, but unfortunately, I have not received any further communication from her.

  I appreciate your attention to this matter and kindly request your assistance in ensuring a fair and timely resolution.
  
  
  Sincerely,

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

  Customer Answer

  Date: 11/28/2023

  I am writing to express my concern regarding the recent closure of my case, which, in my opinion, was prematurely concluded.
  I believe there are unresolved issues that warrant further investigation, and I kindly request a reevaluation of the case. I appreciate your attention to this matter and look forward to a fair resolution.
  Thank you for your time and consideration.

• Initial Complaint

  Date:10/27/2023

  Type:Order 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.

  Ibreached out to *************************** loan officer, I needed to do a cash out and x to refinance. Long story short, he was very good to reach out to me about signing off the title, besides that no real communication, my x used about ****** out of my equity to close and down payment, I was completely fine with that he said 5k will be given to me.. yesterday I messaged him when will I be given a check or how will I get paid? He tells me my x will be given the check to her name.. I'm so angry right now, I paid the house and added value to the home for 12 years she never paid anything.. the lack of communication, this was a cash out I should have been paid first. I was taken advantage off.. i was lied to no communication .

  Business Response

  Date: 11/17/2023

  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 customer as soon as possible.

  Business Response

  Date: 11/22/2023

  Lakeviews Sales Manager did reach out to further discuss Mr. ****** concerns.  Per ************** desired resolution, Lakeview is sending funds in the amount of $5,000 to **************.  This check is being sent via Fed Ex. The tracking number for the check delivery is ************, and the check should be sent out at the end of the week.
  here...

  Customer Answer

  Date: 11/27/2023

   
  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:10/07/2023

  Type:Billing 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.

  I am disappointed in how Lakeview Loan Servicing, LLC has been conducting business. I made an October mortgage payment to include extra money to be applied towards the principal and escrow, which did not happen. The breakdown was clear and precise due to I go in every month to make a payment instead of giving this organization access to auto pay. I called twice before getting a representative who spoke English that realized it was an error on their part and that my extra $100 towards escrow was not applied but added as an increase in my monthly payment. In addition to this, Lakeview did not give me an option to pay my escrow shortages but instead advanced me the homeowners insurance by $300. When I spoke to the representative, it was brought to my attention that Lakeviews policy is to have a minimum of $590 in the escrow at all times. Knowing this now, I had to make an extra payment of $890 scheduled for November applying it towards the escrow to get out of the hole and back in good standing due to my homeowners insurance with USAA increased by over $400 in one year. Lakeview need to notify the customer when there is a change in the policy to give that person a chance to pay the shortages and not just front the money. At the end of the day, I will be refinancing in the future with another organization and beware of their business practices!

  Business Response

  Date: 10/24/2023

  ******** was contacted and advised of what transpired and what should be anticipated for the next escrow analysis

  Customer Answer

  Date: 10/25/2023

   
  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:10/07/2023

  Type:Product 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.

  Have tried multiple times to get a refund for extra insurance that this mortgage loan company has been charging me on top of my policy. I do not have PMI ins because loan is not that high. I have full coverage home insurance through State Farm. When I bought this house in February, we I had Progressive. I've supplied this loan company that information 4 times and they are still charging me.

  Business Response

  Date: 10/18/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *********************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, **************** is servicing this loan on behalf of Lakeview.

  See attached detail resolution response letter.

  Customer Answer

  Date: 10/21/2023

   
  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,
  
  *********************