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:08/29/2023

  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.

  Lakeview purchased my mortgage in February 2023, *********** that sold the mortgage paid realestate taxes Jan 26 2023. Lakeview did the same without checking on 2/7/23. Causing an over payment of ****. The city won't release the funds to me. The mortgage ** indicates the requested it. The city says they did not. This caused my mortgage to rise 300$ im a senior and can afford to pay for something that was their mistake. Mortgage **mpany Lakeview is giving the run around and want put a hold on the increase. They told me to apply fot mortgage assistance. This is not my error I need help. Thank you.

  Business Response

  Date: 09/11/2023

  LoanCare provided the following summary of events and resolution:
  LoanCare acquired the loan for servicing on 02/02/2023. LoanCares records indicate that during the boarding validation process at servicing transfer, LoanCare confirmed that all 2022 tax year and prior taxes had been paid and were current. Unfortunately, although the next due date for a disbursement of property taxes was updated to February ****, LoanCare erroneously disbursed funds IAO $3,398.71 on 02/24/2023.LoanCare confirmed that the tax payment has been posted with the city.
  
  The ************ City website confirmed on 08/14/2023 that the customer had a credit tax balance IAO $4,260.47 ($3,398.71 of which is the result of our overpayment) LoanCare submitted an application for a refund via the ************ website which is still pending.As a result of LoanCares error, LoanCare will advance the funds in the amount of $3,398.71 which will be deposited into the customers escrow account within the next few days.  Upon LoanCares deposit of $3,398.71 into the customers escrow account, a new escrow analysis will be generated. Should this escrow analysis result in an overage, a check will be mailed to the customers and the new payment amount will go into effect. A copy of the escrow statement will be sent to the customers as soon as it is available.
  
  O9/11/2023-LoanCare reached out to ******************** via telephone and email and has been made aware of the details of the resolution stated above. 

• Initial Complaint

  Date:08/29/2023

  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 just received another late payment & past due balance for my mortgage even after contacting customer service a few weeks ago and being told I was current. **** said she would email info and never did. When I call if never let me through to a live customer service agent. It says thanks for calling and hangs up. I tried calling many, many times. Also tried Mr. ****** and it sends me back to Lakeview. So frustrated! When I spoke with lady few weeks ago I asked to be removed from the robo call that comes in almost daily. Said she would remove me, but I still keep getting calls.

  Business Response

  Date: 09/11/2023

  Good Day,

  Lakeview's written response is attached for the customer and the ********************.  However, to summarize the response,please see below from the  subservicer ****************:

  A review of the account reflects that there has been no contact with the customer since 12/22/2021.  There is no evidence of late notices being issued on the account or of dialer calls made since 2/27/2023. Per the customers request, a *** (do not contact) code was now placed on the account effective 8/30/2023. Please note:  funds in the amount of $2,697.24 were received via electronic bill pay via the customers banking institution and were applied to the account as the 9/1/2023 monthly payment. To date, the account remains paid ahead and is due for October 1, 2023.

  A Customer Relations (CR) agent had called the customer right before the *** was placed on the account via the phone number listed on the
  complaint as ************** to discuss and explain the results of the investigation. The call attempt was unsuccessful as an answering machine was reached, which identified the borrower by name. Therefore, the agent left a voicemail message with a request to call **************** and provided a direct 
  phone contact information for the CR agent and for our *************************** should the customer wish to call back.  Additionally, a resolution email was sent to the customer to advise of the results of the investigation.  This has been also uploaded here within the BBB portal.  

  Thank you for the opportunity in advance to respond both to the customer and to the ********************.

  Issue Resolutions - Lakeview Loan Servicing, LLC

  
  
  

• Initial Complaint

  Date:08/29/2023

  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.

  Each time I receive a letter it says something different. I received an email stating escrow was paid on my mortgage for **** which is ridiculous it also states that my mortgage is now **** a month. I have never in my life paid **** a month for anything. One statement says my mortgage is **** another says **** they sent documents with the wrong information on them. It has been h*** Im locked out of my online account it keeps giving me errors about sms authentication when I clearly am receiving the verification to the same phone they are saying is not authenticated. Im scared and nervous dealing with this company. It also states that Im 5 months behind on my credit report where as Ive never been late on a payment.

  Business Response

  Date: 09/11/2023

  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.
  
  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: 09/22/2023

  09/20/2023- The customer responded to ********************* Office of the Customer at LoanCare, ********************** is working on obtaining new homeowners insurance. She will provide evidence of insurance to have the escrow account reanalyzed.
  why here...

  Customer Answer

  Date: 09/25/2023

  I have already selected new home owners insurance. I was told to wait until the 23rd of this month for the system to be updated. This still doesnt reflect my originally complaint of several different letters with different amounts due 

• Initial Complaint

  Date:08/19/2023

  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.

  To whom it may concern:I am writing this letter today about the problems I am having with Lakeview Loan Servicing. I have been attempting to sell my home for several months. One of the perks of my home is that I have an assumable mortgage. With the current rate that has been a huge attraction. House went on the ****et we received an offer quickly and began the process of the mortgage assumption at around the 45 day **** the buyer was denied by Lakeview Loan Servicing. We put the house back on the ****et and quickly again received another offer to which we accepted. We began the process of the buyer assuming our mortgage. This time the purchaser of my property works a *************** officer. The buyer encounter several problems during the assumption process in which she worked with Lakeview to resolve. Finally 8 days prior to closing she was denied. Again she attempted to work with Lakeview as they were not following FHA guidelines, In process of many phone calls and emails the buyer was still denied. Fast forward 2 weeks, today 8/1/2023 I attempt to access my online portal to make my mortgage payment. I received error messages. I changed my password thinking it was a problem on my end. After the password changes I received the same error. I called and made my payment and was sure to document the confirmation number given by the call center. The call center transferred me to the IT department who hung up on me. After three more attempts, I spoke with a gentleman who was actually willing to help me and told me that a stop on account was noted. This is Lakeview Loan Servicing harassing me over the problems that accrued with the last assumption attempt. I have never been late with payments for them to put a stop on account. My payments have been on time since November of 2021 ( the start of the mortgage payments). After reading many other reviews this looks like it common practice for Lakeview to harass and retaliate against any one who stands up to or questions them. Something needs to be done to stop the harassment and retaliation of this company. This is very unprofessional and unethical. I have attempted to contact someone in a management role, left messages with no call back or responses of any type. After several calls my account was unlocked. Now again 8/19/2023 I am block from my account once again !!!!! Shame on you Lakeview Loan Servicing !!!!!

  Business Response

  Date: 09/01/2023

  Re: BBB in Progress Response 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.
  
  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: 09/08/2023

  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 letter attached.

  Customer Answer

  Date: 09/12/2023

   

  BBB,

  Don't let their response fool you, yes i was able to make my September payment on 8/25. I was not able to make the payment via the portal. I had to call and make my payment. Now this was not as simple as calling. After multiple attempts of going through all the prompts, pressing 10 different option and then being hung up on by their system. Finally I figured out the only way was to find a phone number that ********* did not have and miraculously they answered the phone with no problems. As of now I still have access to the portal. I however was not told why this suddenly happened and who was responsible for it happening. As for the assumption process that even started all of this, that is a problem for another day. I wanted to close this out however I wanted the BBB to know this was not as cut and dry as ********* likes to make it sound. I also now have a inquiry on my credit report from ********* that dropped my score 7 points. Not sure what that is about considering I made my September payment 7 days early ! 

   

   

   

  Customer Answer

  Date: 09/12/2023

   
  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:08/15/2023

  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 am writing to request correction of the error described below in regard to the mortgage on my property at **********************************, *****. The error is as follows:Loancare failed incorrectly imposed a late fee of *****. In addition to the incorrect late fee, ******** reported *************************** and *************************** to the credit bureaus without notifying us that our mortgage had increased to ******* from ******* and that they put this into effect on June 1, 2023, without communication. On August 5th, We received notification from a different company, my credit card company, *********** who stated via email that our credit scores had fallen. After researching through *********** We discovered that Loancare reported that we did not make our monthly mortgage payment which caused my credit score to drop by 136 points and my husband's to drop by 116 points. My husband sent the payments of $2,359.79 on 7/7/23, and $2,359.79 on 6/8/23. Each payment was made timely before the 15th of each month. Our bank account shows that both these payments cleared and that Loancare received the payments.

  Business Response

  Date: 08/29/2023

  Re: BBB in Progress Response 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.
  
  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: 08/30/2023

  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.

  Thank you.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20470425
  
  I am rejecting this response because: Lakeview/Loancare is being dishonest in their response. These are the lies Lakeview/Loancare reported

  1) Lakeview/Loancare lied when they stated they removed derogatory on my credit report as a goodwill courtesy to move forward- the credit bureaus found Lakeview/Loancare report of the derogatory to be dishonest and the credit bureaus removed the derogatory against Lakeview/loancare. The credit bureaus did this based on documentation including receipts of the payments showing we paid on time and payment history of the account that I submitted to each of the credit bureaus. The adjustments occurred on my accounts prior to any response or support from Lakeview/Loancare. My husband who waited to file with the credit bureaus did not receive the adjustment on his credit reports.

  2) Lakeview/Loancare lied when they stated that my husband received estatements at ********************** There are no estatements or proof of estatements from lakeview/loancare sent to my husband at the email address ********************** regarding the increase of fees. There is no proof that an letter was sent from Lakeview/loancare beyond the loan company stating a letter was sent. We have been told several times by Lakeview/Loancare that they "only sent a letter and that was all they were obligated to do with the increase in the monthly payment." We still have not received a letter indicating an increase. Additionally, our payment history shows that when increases have occurred in the past, we have paid on-time when that increase was communicated by the company.

  3) Lakeview/Loancare lied when they stated we were supported with customer service: This time, it was not and we were left with no avenues from the company in regards to customer service beyond "putting a formal complaint with all three credit bureaus." This is when I chose to submit my complaints to the federal and state bureaus as my complaints would not be responded too. I have sent a letter to the company - and received no response. My husband - also has received no response with his attempts.

  4) Lakeview/Loancare lied when they stated ********************** is our only email address signed up to receive communications. That or they do not know their own systems. I am signed up to receive notifications at the email ************************* but have received no email notifications from the company, I can log in and view the account. 

  I understand that because the credit bureaus have already changed the derogatory on my credit report without the approval of Lakeview/Loancare that I have little recourse moving forward beyond making our voices heard about our experience with Lakeview/Loancare to other potential mortgage loan consumers who should shop elsewhere and avoid this company when they are in the market for a home loan.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/08/2023

  Re: BBB in Progress Response 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.
  
  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: 09/15/2023

  Re: BBB in Progress Response 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.
  
  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: 09/21/2023

  In response to the customers rebuttal. On 08/21/2023, LoanCare emailed the customer for the purpose of providing them with an update to the previous communications. The LoanCare Credit team confirmed that the account registration and notification sign-up are at the customer level. LoanCare's records indicated that an electronic account registration and notification set-up was not found initially for *****************  Regarding paperless online billing, since customers also need to set up notifications themselves,per the attached and LoanCares  IT team,it did not appear that the new escrow document notification was clicked off when the electronic billing statement process was initially set up, see attached for the customers information. 
  
  On 8/25/2023 LoanCare emailed the customers with their updated resolution due to LoanCares inability in making verbal contact.  After a 2nd level review, LoanCares credit team provided the customer a one-time credit correction courtesy and late fee waiver as a goodwill gesture. LoanCare updated their MSP reporting to the credit bureaus to reflect the account as current no negative credit reporting for the July 2023 period.
  
  Based on these results Lakeview will consider this concern resolved based on the response from the servicer LoanCare. 

• Initial Complaint

  Date:08/11/2023

  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 loan care for some reason did not take out my mortgage payment for the month of July which caused my account to be delinquent. The company never attempted to draft the money out of my account and there were no changes made to the auto draft feature that we utilize through our mortgage company. I have never had a late payment. I have never had any issues paying my mortgage and now all of the sudden I get this and its very disappointing and Im very upset because no one reached out to me I did not get one letter one email or one phone call. Ive tried to call but Im sitting on hold for 20 30 40 minutes. This is the first time Ive had an account show up on my credit report as delinquent and this is completely unacceptable and I am not happy at all. I need to have this resolved as soon as possible because this is not OK and I feel taken it vantage of.

  Business Response

  Date: 08/24/2023

  Resolution Summary:
  Payments are due on the first day of each month and if the servicer LoanCare does not receive the funds to satisfy the payment before the expiration of the grace ******* a late charge may be assessed. Also, a payment is considered late for credit reporting purposes, if it is not received within the month, it was originally due.LoanCare reports payment activity to the credit bureaus on a monthly basis. For this reason, LoanCare is unable to accommodate the request to remove the late payment reported as the payment was not made within the same month it was due. A payment reminder notice was mailed on 07/24/2023 & 07/28/2023 in addition to call attempts made on 07/24, 07/27, 07/28 & 07/30. LoanCare attempted to reach the customer via telephone on 08/15/2023 & 08/16/2023. A resolution email was sent to the customer on 08/16/2023.
  
  08/17/2023- Tere Childers from **************** of the ******** Team spoke to ************************* who stated that the bank does not have record of the attempt to draft the payment. The draft attempt was made by LoanCare on 07/17/2023. The customer did not have the account number or routing number available at the time of the call to confirm the account listed is accurate. The customer will be reaching out to the bank to discuss the draft attempt on 07/17/2023 and will reach out to Tere Childers should anything further be required. Loan is currently due for 09/01/2023. 

  Business Response

  Date: 08/24/2023

  Attaching the returned payment notice from the bank. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20456045
  
  I am rejecting this response because: my mortgage payment has never ever been attached to my ***** Fargo account it was has always come out of my PSECU account. Something is going on here and I do not like it at all. This company is either trying to s**** me over for reasons unknown. Please look at the history of my account, when was the ***** Fargo account added?  Because I did not add it, why would I add an account that I know does not have the funds to cover my mortgage? This is ridiculous and I do not accept this reply, either your system has been hacked or something else is going on that I have no idea about.    
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2023

  On 08/30/2023 Tere Childers from LoanCares Mortgage Resolutions Specialist reached out **************** via telephone and explained that ***** Fargo is *************** The customer thanked her for the explanation and stated that he also has an account with ****************, which was the cause of his confusion. They discussed possible reasons why the drafts are not being paid by his credit union. He is going to call the servicer back this evening, when he has his account information available and double check to ensure that LoanCare has the correct routing and account information first. Then he will contact his credit union to find out if he can obtain overdraft protection for an amount high enough to cover each month when LoanCare attempts to draft his payment (in case his account has a lower than needed balance). We strongly encourage the customer to make contact with the servicers direct point of contact assigned to further discuss as needed at the number listed below.
  

  Tere Childers telephone *********************** 
  

• Initial Complaint

  Date:08/05/2023

  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.

  Demon dialer keeps auto dialing me to try and sell me a refinance or something. I turned off all message preferences and am current (August payment in 3 days of grace ****** until the 15th). Isn't using an autodialer to telemarket illegal? Just leave me alone. You are just a servicer in a highly regulated industry. Don't call me, I'll call you.

  Business Response

  Date: 08/14/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed *****************************************, through the Better Business Bureau (BBB). 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.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20428038
  
  I am rejecting this response because: It is a very kind apology, but I'd rather not be worried my Mortgage Servicer is calling me at 6 am.
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 08/14/2023

  Please note we have responded to the customer and provided the information relevant their respond. This is not considered a new additional request please close out this complaint with the attached response.

  Thank you.

  Business Response

  Date: 08/18/2023

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed *****************************************, through the Better Business Bureau (BBB). 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 detailed response attached.

  Based on these results Lakeview will consider this concern resolved based on the response from the servicer ****************. If you or the customer have any additional questions regarding this matter, please contact the **************** representative.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20428038
  
  I am rejecting this response because: Consider it what you want. Do it again and I'll sue ***********************************************************************

  Customer Answer

  Date: 08/18/2023

  I didn't close anything. They cannot make collections calls before 8 am. Calling to wonder if I want to refinance or where my FUTURE payment is, is a collection action. This is the softball, next time I'll just take them to court.

• Initial Complaint

  Date:08/02/2023

  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.

  My mortgage was transferred from Primary Residential Mortgage (who I have had for almost ten years and never had any issues) to Lakeview LoanCare about six months ago. They have lost two payments totaling $3200 since then. I have submitted multiple pieces of paperwork (reference numbers provided by my bank and bank statements) on multiple occasions per their request to prove I have sent in these payments. They have yet to correct their mistake and are continuing to send me late notices and tacking on late fees for payments that have already been sent and were sent in early and for more than the actual mortgage payment is. Their customer service department has been rude and I have not been able to speak to any managers or supervisors to get this handled for them to correct their mistake. They have stolen $3200 from me and tacking on late payments as well.

  Business Response

  Date: 08/16/2023

  Re: BBB in Progress Response 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: 08/29/2023

  Re: BBB in Progress Response 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: 09/07/2023

  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. ********* research confirmed that they made contact with the prior loan servicer to track missing payment. Payment was located and funds were wired to LoanCare on 08/30/2023.Funds have since been applied, late fees waived and there was no negative impact to Ms. ******* credit reporting as a result of this matter. The customer account is current and due for 10/01/2023.

• Initial Complaint

  Date:08/01/2023

  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.

  For several months now, I have been experiencing difficulty in making online payments. I was given assurance that I would be able to resume making payments in August. Still, despite numerous phone conversations with representatives, none of them have been able to assist me with my account. The payments I have made are not being credited and are being kept on hold. I have requested to escalate this issue. However, they keep providing reassurance that it will be resolved within a week, which has not been the case so far. The website indicates that I am overdue on payments, even though I have made them promptly over the phone. My statement and the representatives confirm that the payments are in the system, but they are not being applied to my mortgage. They are simply being held, and nobody can explain why they have not been applied to my account.

  Business Response

  Date: 08/10/2023

  Written and verbal communications was initiated to address the customer complaint concerns. Per the attached, a detailed explanation was provided related to application of funds current loan status and online access restored. 

• Initial Complaint

  Date:07/25/2023

  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 made a payment incorrectly to the wrong insurance policy that is not mine. It also made the correct insurance payment so there is a $9800 credit that I am owed. I have called numerous times and I get a different person every time. I ask for a supervisor every time they say one is not available and that I will receive a call back. And I never get a call back. I call again and they said a credit was added and to call back in a few days and when I call back nothing has been added to the account. I dont know what to do to correct this issue. I cannot afford my august payment sense it is over $1000 more than it should be. And I am not getting anywhere by calling the insurance department. This has been an extremely frustrating situation!

  Business Response

  Date: 08/03/2023

  **************** provided the following summary of events and resolution details:
  A review of the account determined funds in the amount of $9,836.34 were paid for a hazard insurance policy from the escrow account effective May 5, 2023, on a different loan. This error caused a significant increase in the amount of ****************** monthly mortgage payment based on the escrow analysis (EA) generated on May 24, 2023, with the effective date of August 1, 2023. A request for a Corporate Advance was submitted by *************** and approved to reimburse the customers escrow account in the amount of $9,836.34. Additionally, the EA dated May 24, 2023, was removed until the corporate advance request was completed. This temporarily reverted the amount of the payment due 8/1/2023 back to $913.91. The account reflects funds in the amount of $9,836.34 were reimbursed back to ****************** escrows account for the overpayment effective 7/28/2023. We have enclosed a copy of the transaction history for your review. Due to this change in the escrow account, a new EA was required. The results of the EA generated on 7/31/2023 with an effective date of 8/1/2023 reflect a new monthly payment amount of $1,100.33. An Escrow Statement will be issued. Please allow 3-5 days for processing. An electronic notification will be sent via the email address on file once available. We apologize for any inconvenience this has caused.