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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lakeview Loan Servicing, LLC

  4425 Ponce de Leon Blvd STE MS5-251 Coral Gables, FL 33146-1837

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

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:10/06/2023

  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.

  I have never been late on one single payment in the last three years with lakeview. When I decide to refinance my house to get money out from my equity, They decline me at last minute after nearly waiting and working with them almost a whole month because they said I just recently became self employed the same month Im trying to refinance so now they decline me because now I would need verify 2 years of being self employed.

  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.

  We sincerely apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to our Originations Oversight Team to start an immediate investigation.
  As per the Franchise Agreement provided to the underwriter, the borrower recently changed his status of employment from being a W2 form employee to self-employed when he bought his Franchise in Sept 2023. The underwriter reviewed the file which resulted in a denial due to the borrower not meeting the two-year self-employment income requirements.

  Lakeview will consider this concern closed. Copy of letter attached.

• Initial Complaint

  Date:10/03/2023

  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.

  LakeView does not process my payments in a timely manner. My bank sent a payment on August 28 for a Sep 1st payment and it was not processed until September 14th. My bank sent a payment on September 11 for a September 15th payment and it has not been processed My bank sent a payment for October 1 and probably will not be processed in a timely manner. Because they are not processing my payment, they keep calling me for a late payment. I've checked reviews and I'm not the only customer with this problem. I need LoanCare/Lakeview to process my payments in a timely manner so I do not incur late fees

  Business Response

  Date: 10/12/2023

  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. 

  Please see detailed resolution response attached.

• Initial Complaint

  Date:09/25/2023

  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.

  In November 2022, we noticed that our Escrow account was charged the wrong amount. We contacted our mortgage company, Lakeview Loan Servicing LLC, right away via their website and they never responded. We ended up calling via customer phone service and the customer service representative we spoke to promised us that this mistake would get fixed ASAP, but nothing got done. In the meantime we did go to the ***************, to make sure both our lot and house taxes got paid on time with the right amount. The City confirmed that they received the right amount at the right time, for each lot. But the extra money ********* Servicing LLC took out of our Escrow account, was nowhere to be found. So what happened? We have a lot that we pay yearly taxes on it. A one-time payment. In 2022 our tax payment for lot ************* was a total of $97.40. But Lakeview Loan Servicing LLC took out of our Escrow account 3 payments of $97.40 for the lot and a one-time payment of $715.50 on the same lot, lot number *************. Lakeview Loan Servicing LLC took out of our escrow account for lot *************, a total of $910.30 extra that is unaccounted for. Our house taxes were paid correctly with the correct amount. We tried multiple times to connect with Lakeview Loan Servicing LLC to correct this matter. With no success. On August, 4th 2023 we received our yearly escrow analysis and we immediately noticed that the previous mistake was never corrected and because of that, our escrow ended up in a shortage. Again we called and had no success. The customer service representative wasnt of any help. We then decided to write a Notice of Error to Lakeview Loan Servicing LLC via registered mail. Again, no response from Lakeview Loan Servicing LLC. We then connected with CFPB and filed a complaint with them on Sept. 14th, 2023. We would like to get this issue corrected ASAP. And would like to file an investigation into the matter of the missing $910.30.

  Business Response

  Date: 10/03/2023

  Re: Detailed Response to Consumer Complaint Notification Attached
  
  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.

  Lakeview will consider this concern resolved based on the actions from the servicer LoanCare. A detailed response letter from the servicer LoanCare is attached for your convenience and has also been sent to the borrower. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20654483
  
  I am rejecting this response because: It did not resolve our issue. The amount of $97.40, as it show in the statements from Lakeview, got projected 4 times instead of one time. We have paperwork to prove that and photos from their website when it happened. Due to their wrong projection of 4 times the $97.40 instead of a one time payment of $97.40 our escrow is messed up. Yes, the city as stated in the first complaint, got the right amount of $97.40, but Lakeview projected this amount 4 times! Were did the rest go? It shows it came out of our escrow. We did connect with them and apparently their messaging service isn't working, like anything else on their website. We are moving further and consulting with lawyers to fix this matter. We did filed a complaint with CFPB, the **** and Attorney Generals Office. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/12/2023

  Re: BBB In Progress Response -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. ********************** 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.
  
  This complaint and the borrowers requested resolution includes several variables that requires 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: 10/20/2023

  Re: BBB Rebuttal Response to Consumer Complaint Notification -Lakeview Concern # *****
  
  *09/25/2023 Lakeview responded to the BBB complaint regarding incorrect escrow payments and missing funds.
  *10/03/2023 Rebuttal received,and response sent to LoanCare.
  
  In response to the customers rebuttal. LoanCare representative *************************** made direct contact with ******************* and advised her of the resolution to their rebuttal. ******** explained that as it relates to the Sissons concerns with the location of funds that were over-projected for the $97.40 estimated to be paid four times a year. This amount was an estimate, not the actual amounts that were disbursed. The escrow portion of payments received, are deposited into an escrow account. Regardless of how they were projected, the escrow funds will be used to disburse tax and insurance payments as needed. Although the city tax amounts were over-projected, the funds collected as a result were used to cover the remaining escrow items. LoanCare has accounted for all escrow payments received and funds disbursed from the escrow account below.
  
  The escrow analysis completed on July 13, 2023, projected a shortage of $2,847.53. In an effort to resolve this matter, ******** explained that they would be crediting half of the escrow shortage due to the discrepancies caused with the tax lines. Total amount was deposited to escrow on October 17th, 2023, in the amount of $1423.77. A new escrow analysis was completed on October 17, 2023, which determined a shortage of $949.12 and a new monthly payment of $1,710.28 effective November 1, 2023.
  
  A detailed copy of the resolution letter from the servicer LoanCare will be mailed to Mr. *** *****************
  
  Based on these results Lakeview will consider this concern resolved based on the response from the servicer LoanCare. ***************** advised ***** from LoanCare during their call that they were satisfied with the resolution. Should ***************** need anything further regarding this matter please contact ***************************, the contact in the *************** of the *************

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20654483
  
  I am rejecting this response because:

  Due to Lakeview Loan Servicing LLC, and its negligence to project the correct amount of our escrow, we ask that the FULL amount ($2847.53) will be refunded plus every monthly over payment since this issue occurred, not just half ($1423.77). Yes, they disbursed the correct Taxes for our lot and house to the city, but due to Lakeview's mistake on paper our escrow went into shortage.  This alone shows that is was most likely a calculated mistake on their part, otherwise our taxes to the city wouldn't have been disbursed the correct way. And with how the Lakeview Servicing LLC, handled this matter, makes us question the trust we can have in doing further business with them. Again It seems to us that this is calculated mistake on their part, and we have our theory to why.  Once again, we have no issues involving other agencies to look into this matter and also will not hesitate to contact the media to shed light on this lender. 

  We ask that the the other half of $1423.76 will be credited ****. Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2023

  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.

  The mortgage company had paid someone elses borough taxes out of my escrow for all of 2023. I am in the process of closing on my house, I will be closing in 2 days.I have been trying to resolve this and keep getting passed to different people. The case manager will not call me. Not only have I paid someone elses taxes they are now paying the taxes to the borough again out of my escrow. I dont want to take legal action but I will. I have requested multiple times for this manager to call me, I was hung up on 1 time.

  Business Response

  Date: 10/03/2023

  Resolution: LoanCare paid the delinquent taxes on September 19th, 2023 the base amount paid from the escrow account was $3,534.23. All penalties and interest were not charged to the customer. LoanCare determined that the amount disbursed from the customers escrow account, associated with payments made towards the incorrect address/parcel totaled $5,293.61. LoanCare is in the process of advancing this amount to the customer.As the loan is now paid in full, the refund will issued to ************************************ in the form of a check, which will be mailed to the property address. If the mailing address has changed please notify ************** from **************** of the ******** at telephone *****************************.
  
  09/29/2023- An email was sent to the customer detailing the resolution stated above.
  

• Initial Complaint

  Date:09/18/2023

  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.

  Loan/File # ********** My husband and I are in the process of assuming a mortgage loan owned by Lakeview. The loan is currently under my husband and grandfather-in law. I am assuming the grandfather's position on the loan.I am concerned with two of the fees Lakeview is charging at time of closing.I have reviewed *** Mortgagee Letter 2016-24, which states the following:"Processing Fee and Other Costs (II.A.8.n.vi(A))Mortgagees may charge the assuming Borrower a processing fee that is reasonable and customary not to exceed a maximum of $900. The Mortgagee may charge the assuming Borrower other costs in accordance with Allowable Charges Separate from Assumption Processing Fees.Allowable Charges Separate from Assumption Processing Fees (III.A.3.b.ili(A))The Mortgagee may charge the assuming Borrower reasonable and customary fees not to exceed the actual costs for third party expenses incurred in connection with assumption processing: non-refundable fees for credit reports and verifications of employment; and up to $45.00 for fees for the preparation and execution of release of liability forms (form *** *******, Approval of Purchaser and Release of Seller), where a Borrower requests an executed release of liability form as evidence that the Borrower was released during a previous creditworthiness review."I have also reviewed the *** handbook Section III.A.1.f. Servicing Fees and Charges which states the following (in part)(ii.)(C) Prohibited Fees and Charges **Mortgagees use of an independent contractor such as a tax service to furnish tax data and information necessary to pay property taxes or make the payments on behalf of the Mortgagee;**Lakeview's loan estimates include a $200 "attorney review fee" and a $75 "tax service" fee. Nowhere in the *** regulations are these permitted. *** also does not require an attorney review, but we cannot opt out of this.

  Business Response

  Date: 10/02/2023

  The attachment provides an explanation of the cost and fees associated with the assumption. customer has been advised

  Business Response

  Date: 10/03/2023

  The cost and fees associated with this assumption are allowable and accurate. ************** was advised which allowed him to cancel the transaction or proceed. The loan closed with no issues.

• Initial Complaint

  Date:09/15/2023

  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 autopay setup through my bank for a payment to be done twice a month but the company does not recognize the payments as being extra. Instead it applies to the loan directly and extra is not paid on the loan. In addition, get fees for late payments unless I filled out an application and autopay through them

  Business Response

  Date: 09/20/2023

  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.

  Please see detailed resolution response attached.

  Thank you.

• Initial Complaint

  Date:09/05/2023

  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.

  Last year 2022. I requested for my mortgage company to lower my mortgage, back to the **** per month which it was originally. Unfortunately, this did not happen. Placing me in a hardship where I became physically ill and I had to resign with them to complete a partial claim.On an ongoing basis I keep asking them to lower my monthly payment and yet this has not been a receptive task for them to complete at all. I have called them many times to ask them to lower my mortgage amount and to no avail. I am seeking assistance in which I am able to obtain some type of assistance, especially being affected by covid and having an ailment.Also, some of the customer service assistance has been rude and very unwilling to assist in this matter.

  Business Response

  Date: 09/19/2023

  ******** provided the following explanation and breakdown of your mortgage payment:
  Your mortgage payment consists of a portion for principal and interest and an escrow payment. While the principal and interest portion of your payment remains unchanged, your escrow payment may increase or decrease depending on the cost for taxes and insurance. If the cost for taxes and insurance increases or decreases, your escrow payment may change.Currently your escrow payment is $1,329.88. This combined with your principal and interest payment of $1,448.62 equals your current mortgage payment of $2,778.50.
  
  In reviewing your escrow payment,your taxes and insurance have increased since the loan originated. When your loan originated the mortgage payment was $2,380.80 and consisted of a principal and interest portion of $1,448.62 and an escrow portion of $932.18. Our records indicate the escrow portion of your payment consisted of the following:
  
  Mortgage Insurance:       $229.61 per month (total of $2,755.32 annually)               
  Taxes:                                $1,796.49 (4 installments for a total of $7,185.96 annually)
  Insurance:                          $1,244.88 annually
  
  As confirmed in the attached Initial Escrow Account Disclosure Statement, the annual disbursements equaled $11,186.16. This amount divided by 12 equaled your escrow payment of $932.18.
  
  Currently, your escrow payment is $1,329.88. This escrow payment is based on the following anticipated disbursements:
  
  Mortgage Insurance:       $220.03 per month, (total of $2,640.36 annually)
  Taxes:                                2 installments of $2,933.35 (2 installments for a total of $5,866.70)
                                               1 installment of $2,905.34
                                               1 installment of $2,905.33
  
  Insurance:                          $1,640.93

• Initial Complaint

  Date:09/05/2023

  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 not been able to obtain full settlement amount to finish repairs on my home since Hurricane ***! I have been going back and forth for the past year and Lakeview Loancare sends me back and forth with no resolution! Every time I call they leave me on hold for at least 45 minutes or until I hang up! No one calls back or gives me an answer! This is egregious!

  Business Response

  Date: 09/14/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *********************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** 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. 

  See detailed resolution response attached.

  Thank you.

• Initial Complaint

  Date:08/31/2023

  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.

  To whom it may concern,I have been going through the VA loan assumption process as a seller of my home. I began the process on 02 AUG 23 and I am still waiting on a response from LakeView/Loan Care if the mortgage is assumable or not as of 31 AUG 23. There has been no updates and I was told I would have a response within three weeks (23 AUG 23). Other loan companies, my realtor agent has dealt with, have received a response within the first few weeks. Now it has almost been a month. I understand the process of actual loan assumption can take 60 to 120 days but it should not be taking this long for the bank to give me a yes or no answer. We currently have an offer pending and we cant give the bank their information to see if it they qualify for the loan itself.The remedy for this situation would be for the bank to give me a yes or no if it is assumable so we can move the process along and not be at a standstill.Thank you for your time and consideration.

  Customer Answer

  Date: 09/08/2023

  I am filing a second complaint with ********************. During the first complaint I was contacted by *********************** Ext ****. During this interaction he directed me to get my own service provider for the issue on the phone. I texted him this message to clarify that I would be reimbursed by ******************** for my technician. "My technician is coming to run a diagnostic on the system tomorrow morning. The service is $100 for the company. I know we spoke previously about the issue and said I have a $200 limit. If it is above that to contact you again to see if ******************* will cover the issue. I will notify you via email and phone call in the morning after the fault is found. I email this for complete transparency: Service issue date: 19 AUG 23 I contacted ********************: 21 AUG 23 HVAC Contractor #****** with "Cool Air For You" sent to service property : 23 AUG 23 Issue still unresolved as of: 29 AUG 23 Due to Contractor #****** not resolving the issue on site. I elected for my own company to inspect the issue and possibly troubleshoot it with a $200 allowance from ********************. If the issue is more expensive than $200 I will send an itemized bill for the issue at hand." ***** then replies: "Sounds good, thanks for the heads up." The issue to the problem was a Freon leak which the company does not cover. I then asked for my policy to be cancelled via email and the $99 credited back to me which resulted in no response again from *****. Furthermore, I called ********************, and they said this about the cancellation: "There will be a cancellation fee of $75 and the reimbursement will be prorated to $750." I then asked about my $99 reimbursement which the ******************** manager replied, "I would have to take the $99 claim off the $750 and then your prorated payment would be $651 and the claim of $99 will be separate." What I am asking for now is a reimbursement of $1274 for my $1199 plan +$75 service fee.

  Business Response

  Date: 09/08/2023

  09/05/2023- The *** *************************** spoke to ********************* and started the assumption review and is currently working on a preapproval for the customers. He stated his wife may have missed the email sent on 08/03/2023.
  
  An assumption application has been opened under loan number **********.
  

  Customer Answer

  Date: 09/11/2023

   
  Better Business Bureau:
  
  They have reached out and clarified all issues. 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:08/30/2023

  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.

  This is the worst loan provider I have ever had to deal with. They bought my mortgage and have 0 customer service. You have no way to talk to a human being outside of sending an email and MAYBE getting a response. The only phone number they have is 100% automated and is purely a funnel for making payments.

  Business Response

  Date: 09/06/2023

  Per the information provided on the BBB complaint we received, we did not locate any loan information for the party named, property address, phone number or email address indicated. Two emails were sent to the customer requesting he provide his loan information but we have not received a response. Due to the lack of information, we're closing this complaint as we're unable to identify the customer, action any research and/or provide any type assistance.