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Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lakeview Loan Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mortgage was switched to Lakeview loan servicing. After reading about the company Im extremely scared of dealing with a dishonest lender. Please advise.

      Business Response

      Date: 03/30/2023

      The customer's complaint expressed their fear of doing business with lakeview because of what they have read. we reach out to the customer twice in an attempt to reassure them that their concerns we're valid and explain the sub-servicing process.

      We did not receive a response. 

    • Initial Complaint

      Date:03/17/2023

      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 moved into my new house on 11/11/2021. In the year 2022, I received a letter stating that they miscalculated my escrow and raised my mortgage. Fast forward to 2023, I just received another letter that they again, miscalculated my escrow by $3000+ dollars and raised my mortgage another $250 per month. There is no way that my taxes nor homeowners insurance have raised that much in 1 year. I have spoken to another local resident that deals with Lakeview and they just received a letter stating their mortgage has gone ** for the same reason. In my opinion, this does not seem like it can be accurate as it is happening to multiple people from the same mortgage lender.

      Business Response

      Date: 03/29/2023

      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 is servicing this loan on behalf of Lakeview. (see full response attached)
    • Initial Complaint

      Date:03/15/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife and I purchased our current home back in November of 2020, and apparently the Homestead deduction was never processed, in order to limit the yearly property tax bill, associated with the home. My wife and I have a mortgage through Lakeview LLC services by Loancare for our home and recently due to the discrepancy with our property tax assessment, our mortgage went up about $1200/month, from what we had previously been paying, which we cannot afford.So we contacted the county tax assessor to reach a resolution. By submitting the Homestead deduction and we received a refund from the county, due to the overpayments disbursed from our escrow account by the mortgage company, in order to satisfy the property tax bills on our home.On February 27th, we contacted Lakeview LLC (serviced by Loancare) in order to have our escrow account analyzed and our mortgage payment reconciled, due to the tax discrepancy. I submitted the documentation directly via the website, per the phone rep's ********* Two docs were submitted one reflecting the approval of the Homestead deduction and the other reflecting the refund of the overpayments.Two weeks later, on March 13, 2023, I reached out the the mortgage company again, to inquire on any update and I received nothing definitive that explained why this yet to be processed. So I requested an escalation of my case and confirmed the ticket number with another phone rep, while on this phone call, but I have yet to receive any contact via phone or email.My wife and I cannot continue to pay an extra $1200/ month. This needs to be resolved as soon as possible.

      Business Response

      Date: 03/29/2023

      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 is servicing this loan on behalf of Lakeview. (see full response attached)
    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Nov 2021 and Feb 2022 Lakeview/**************** my mortgage lender paid my property taxes late. My taxes are to be paid out of my escrow account. I received a bill from the county charging me penalties/late fees. I paid them. I have contacted **************** on several occasions and they have yet to refund me or credit my account. It has been almost a year. Since I originally contacted them. I have spoke to them via phone, mailed letter, correspondence through their online chat and sent several emails to different departments they tell me to contact. No one responds. I have attached a copy of the bill from the county and the receipt of payment.

      Business Response

      Date: 03/24/2023

      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 resolution response attached)

       

    • Initial Complaint

      Date:03/08/2023

      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 a disabled veteran that has a VA loan with Lakeview in *****, **. On numerous occasions I have had trouble processing payments with this company online. Often after a forbearance due to Covid or a disaster declaration (we survived the Camp Fire in 2018 and were not occupying the home at the time).While in forbearance their system does not allow you to make payments online because it considers you "late". It also does not allow you to resume automatic payments if you make an additional payment to close to the due date for the next month (even over 30 days prior to the next payment). They fail to tell you if a payment didn't go through, then they cancel your remaining automatic payments.As a disabled veteran, I have had many medical treatments in the several years, not to mention Covid 19, surviving the disaster of the Camp Fire near ******** **, and evading a mass shooter at the ******************* Festival soon after that. I set up automatic payments so that I will not miss them when I am ill or in mental health treatment for PTSD. Their system is antiquated and they have terrible customer service refusing to fix the late reports on my credit report, even when their computer system is at fault for not taking my payment, even when I log in to make it. I've had no issues like this with any of other loan companies. I feel there are some issues with the fair credit reporting act here. They are trying to circumvent these new laws and force customers into default by making them late in paying their mortgages.

      Business Response

      Date: 03/24/2023

      ****************** complaint was previous researched and resolved from a complaint filed with the **** last October. Per the recent BBB complaint, an updated review was performed and the facts remain the same. (see attachments)
    • Initial Complaint

      Date:03/07/2023

      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.
      Regarding Flood policy On 01/05/2023 I signed into my mortgage account with **********************. At that time I saw that the flood insurance had not been paid from the escrow.I called the company who covers the flood insurance Nationwide ******** *************** LLC and spoke with the front desk. The front desk said they would transfer me to my agent ***** because it looked like there was a problem. I was transferred to ***** at Nationwide ******** Insurance who said she would handle. She tried to update then said it was too late to pay at the previous rate. She said the policy had expired the day before. She stated that she has emailed me and that she has called me. I told ***** I had not received anything and asked her what email she had for me. She then stated -- oh I don't have an email or telephone number for you. I then gave ***** my email and telephone number. I was then quoted a price greater than three times the amount of my previous payment. I told her I would call her back which I did and left a message for her to return call. I called the mortgage company who said they had submitted a request from the agent multiple times and had not received an invoice. ***** sent an email with a copy of billing notice dated October 2022 for $649 which she said had been sent. I didn't receive bill and I probably would have ignore bill if I received because second page of notice regarding premium notice states "If you have already submitted or if your mortgage lender pays your policy premium from an escrow account, please disregard this notice." I then reached out to Lakeview who said they didn't have anything. I called ***** at Nationwide ********** office and merge the calls questioning both on why my insurance wasn't paid. I have told them both at this time from my prospective this looks shady I questioned the integrity. ***** quote a price of $1947 and asked if I wanted to pay. I thought I would, but then realized the financial burden was not mine. My loan payments should cover the charges and I didn't not cancel my policy. My policy was cancelled due to Lakeview not making a payment. I asked ***** with Nationwide to send me the information which she sent via email. Of course I did not make payment because my escrow is to pay. Asked ***** if she could have *********************** return my call. On 1/9/2023 *********************** with Nationwide returned my call. ******************** said my flood information was entered into the required system. I believe he said it was mymortgage.com as required and that Lakeview didn't make payment. Insurance was not paid by Lakeview so I do not have coverage that my escrow with Lakeview should have paid before 12/5/2022. I had called Lakeview on 1/9/2023 and spoke to ********* who stated that Lakeview would pay the bill when received. The problems are: My mortgage payment increased in 2022. The reason stated by the Lakeview was to cover taxes and insurance. My flood insurance in 2021 was $563. The copy of notice sent to me that was due 12/5/2022 was $649. The new figure (after Lakeview didn't pay) is greater than $1900 That would be a cost greater than $35,000 for the remainder of the loan. If I live to be 100 (my grandmother was 97 when she passed) that would cost me greater than $65,000 (sent all this information to Lakeview on 1/15/2023) I still have not received satisfying solution. I received a letter saying I must have flood insurance. I would have flood insurance if they had paid the bill and have checked escrow account this month and they still haven't paid flood insurance. I have continued to make regular principal, interest and escrow payments based on the original amounts prior to their mistakes. They have attempted to refund the escrow amounts to coverup their negligence but I haven't cashed any of the checks. I have received quotes today and the flood insurance continues to go up ($2340). Lakeview needs to find a solution that requires no financial burden to me.

      Business Response

      Date: 03/29/2023

      In Summary:          
      The servicer LoanCare attempted to obtain evidence of flood insurance renewal from both the carrier and the agent. However, they were unsuccessful in obtaining a copy of the flood renewal. As a result, the borrowers flood policy was not renewed causing it to be cancelled for non-payment as of 12/05/2022. The policy needs to be rewritten but will incur a higher premium as a result. On 03/15/2023 and the automated system confirmed the flood policy expired on 12/05/2022. A call to the agent also confirmed the premium of $649.00 was received.  However, the policy had already been cancelled and could not be renewed. The agent confirmed that a refund of $649.00 was issued directly to the borrower. The borrower may send these funds to be applied towards the escrow account to offset the escrow disbursement. A Lender placed policy notice was sent to the borrower on 03/16/2023.  No Assurant error was found. Multiple attempts were made to obtain the flood renewal. Also, the customer was sent letters requesting a copy of the flood insurance and due to the lack of response the policy cancelled. As of today, the customer has not provided evidence of flood insurance. Therefore, failure to provide proof of coverage could result in the servicer purchasing coverage to protect their rights in the property.

      03/21/2023 LoanCare spoke to borrower and was advised that her request for LoanCare to pay for the increased flood insurance premium for the life of the loan is denied. ******** further explained to ************ that there was no error,******** made multiple attempts to obtain the policy renewal information with no success. LoanCare cannot pay the premium without the renewal information.

      03/27/2023-LoanCare called the agent at ************ the agent confirmed that LoanCare was not listed as the lender. The lender listed was Geneva. The agent confirmed there was a note on the account from 11/28/2022 that a request was submitted to American Bankers to update the mortgagee clause and the policy details were requested. The agent provided a screenshot of the notes. 

      Customer Answer

      Date: 03/31/2023

       
      Complaint: 19548601

      I am rejecting this response because:

      My insurance is paid from escrow by the mortgage servicer (LoanCare) and I have consistently made timely principal, interest, and escrow payments. 
      By LoanCares own admission , they did not notify that their automated system had failed to pay flood insurance in a timely manner and had allowed the insurance to expire on the property.

      As soon as I was notified I attempted to negotiate with LoanCare on a reasonable solution for the company to pay the difference that was proposed for a new excessive premium versus my previous policy that I had for many years without any issue.

      Ultimately LoanCare is responsible for timely payments from escrow and has utterly failed to address their negligence in managing this account. I have submitted this complaint to the **** to further investigate this issue, as LoanCare should competently manage escrow accountsespecially when the escrow is a forced requirement by the mortgager to ensure timely payment of insurance.

      I will not accept excessive costs to rectify their mistakes and will pursue all available options to address their negligence and lack of attention to this matter.

      Sincerely,

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

      Customer Answer

      Date: 04/06/2023

      Per company's own admission, they were negligent in servicing of this account by improperly managing the escrow.
      I have faithfully paid my principal , interest , and escrow payments for the duration of the loan , while ********'s automated system failed to pay flood insurance in a timely manner. Per their own response letter, they took responsibility of a loan that had flood insurance in 2021 and did not notify me of any issues with their payment system until 2023. I have not received any reimbursed funds related to this matter.
      LoanCare is responsible for escrow management and i am responsible for making timely payments to LoanCare. I have no interest in discussing this as a matter of fairness as this is purely a matter of professional negligence on the part of LoanCare. 
      LoanCare should fulfill it's proper obligation to ensure timely payment of insurance. If i were to agree to an increased premium due to their failed systems i could easily be caught in a continuous escalation of premium costs as there is absolutely no evidence that LoanCare has taken and admission of responsibility for their failures. 
      I will take every possible avenue to protect my financial interests and will never accept additional costs due to the negligent actions of this business. 
      Sincerely,

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

      Business Response

      Date: 04/21/2023

      On 03/21/2023, ************************** Liaison Officer spoke with ************ on her and advised her that her request for LoanCare to pay for the increased flood insurance premium for life of the loan was denied. The LoanCare Liaison Officer further explained to ************ that there was no error by LoanCares Hazard Team and that they had made multiple attempts to obtain the policy renewal information but did not have any success. LoanCare cannot pay the premium without the renewal information. ************ did not agree with this resolution.

      On 04/17/2023, LoanCare issued the first LPI letter to notify the customer that they would need to provide proof of flood coverage for the period between 12/05/2022 through 12/05/2023. The second LPI letter will be mailed within 45 days to notify the customer of the possible forced placed coverage amount.
    • Initial Complaint

      Date:03/03/2023

      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 Loan Servicing, LLC with drawn mortgage payment on 1/9/23 in the amount of $2916. They claim they never received payment. After sending multiple documents from **** of America of proof of payment, they still continue to claim they have not received payment and have not credited my account. I have exhausted all options, also called **** of America and they provided me with all the necessary documents that shows payment has gone through. Everyone I speak to cannot help me they just keep responding back saying that they don't have the payment. They reported this payment to my credit, ruining my credit for late payment, they've hit me with late fees because of this. Don't know what else to do with this matter.

      Business Response

      Date: 03/10/2023

      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. LoanCare contacted the borrower and confirmed her bank completed research on the payment in question. (see full response attached)

       

       

    • Initial Complaint

      Date:03/01/2023

      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.
      In August of 2022, I inadvertently paid $922.05 instead of the normal payment of $992.05. It was a typo, but we kept getting notices without any explanation. When we finally reached someone at Lakeview/Loancare, the woman took the $70 payment over the phone to make up the difference and waived the fee since it was clearly a mistake. We found out months later that she NEVER fully processed the payment, and we were still being charged a late fee and the $70. They have made it impossible to get closure, and they keep sending late payment notices. We sent them an E-mail with a payment spreadsheet from our bank, Navy ********************* It shows all of the mortgage payments have been made.This could adversely affect our credit score, never mind the ongoing stress of trying to deal with them. They have many complaints, according to our research: ************************************************************************************ ********************************************************** The BBB has its own page of complaints:*******************************************************************************************************************************************************************

      Business Response

      Date: 03/10/2023

      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.

      (see full resolution response attached)

      Business Response

      Date: 07/18/2023

      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, LoanCare LLC is servicing this loan on behalf of Lakeview. (Please see detailed resolution response attached.)

      Customer Answer

      Date: 07/18/2023

       
      Complaint: 19521714

      I am rejecting this response because:

      We did not appreciate their response, saying:  [Excerpt from Lakeview's/Loancare's letter dated 07/18/23] "There was no credit impact to this account. The borrower appreciated the contact and had no further questions."  This is NOT correct.  See reasons below:

      1.) The woman who took our $50 payment over the phone (after MONTHS of trying to contact them and find out about the error/fees) applied it to the wrong place, which led to more fees and stress.

      2.) There was an impact on the perception of our credit by ******************* when they saw all of the Lakeview/Loancare mortgage statements with the late fees (even after Lakeview/Loancare assured us that it was all fixed).  

      This has now happened twice.  How can we be sure this will not happen again?  We will need to provide their letter to ******************* and hope it appears as if it is legitimate/okay.

      Sincerely,

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

      Business Response

      Date: 07/18/2023

      A pleasant day to you, Lakeview Loan Servicing,LLC (Lakeview) is in receipt of your rebuttal. Please note we have responded to your concerns and continue to assist. LoanCare confirms that funds in the amount of $50.00 still remains unapplied to your account, please contact Tere Childers at LoanCare directly for assistance with this.

      LoanCare also confirmed that they waived the late charges assessed to your account, and verified that this matter had not affected their reporting of your payment activity to the credit agencies in a negative manner.

      Should **************** need anything further regarding this matter please contact Tere Childers the single point of contact in the *************** of the ******** at *****************************, Monday through Friday,8:00 a.m. to 5:00 p.m. Eastern Time.
    • Initial Complaint

      Date:03/01/2023

      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 called my mortgage company Lakeview, which is sub-serviced by **************** in September to see what options were available to me to avoid being delinquent on my mortgage due to being impacted by *****. I lost my Mother, Father, ***********, nephew, and uncle all in less than one year due to covid. I was originally told that I was approved to receive special covid relief assistance but later was told that I no longer qualified due to system errors. I was then told that my only option was to do a modification which I agreed to avoid being delinquent. The Modification process began, I received and signed the paperwork and mailed it back via certified mail. I called on Nov 1st to explain that I have not received any information and that I am trying to make my payment online but the system will not allow payment. I was told that payments cannot be made at this time due to the modification process. I was told by a rep with Lakeview that the modification paperwork has not been processed and as soon as it processes payment can resume. I called back on 11/07 and explained that I am still unable to make a payment due to modification paperwork processing. The Rep with Lakeview explained gratitude for my eagerness to make payments but assured me that my mortgage will not show delinquent nor will my personal credit be impacted due to their delay. I requested that the rep notate my account with the statement he provided me. On 12/05 I called and explained that I'm still unable to make payments. This time I requested to speak with the supervisor. The supervisor told me that I can make a payment with her over the phone and that's all we will need to do. I made a payment. The payment did not process due to my bank account. I called on 12/07 to make the payment it was processed successfully. The rep then stated that the modification and payment were successful and that my next payment will be possibly in Feb due to this modification. I called on Jan 1st to verify my account is in good standing I was told yes it was. I received my mortgage statement dated 1/10/23 which shows the amount due of ****** due on 03/01/2023 I received a Statement dated 2/02/23 That shows the amount due of ****** due on 3/01/23. I received a check from them on 01/21/23 in the amount of ***** This also gave me assurance that my mortgage is current and in good standing. Today, 02/28/23 I received a notice from **************** stating I am behind on my mortgage in the amount of ******** as of 12/01/2022. I immediately called to question this and I was told that they have received no payment since Dec and I am delinquent. Every rep I spoke with was not willing to assist me and only provided options for another modification.

      Business Response

      Date: 03/15/2023

      **Note: In December of 2022 **************** changed their payment vendors and during the conversion experienced post deployment issues. This caused the December 09, 2022 payment to post to the account twice in error**

      *12.14.22- **************** corrected the duplicate payment that was posted on December 09, 2022, which was returned due to an invalid account number, this was due to the payment system conversion.
      *12.17.22- A second attempt was made to process the payment that posted on December 9, 2022, however, the payment was returned
      *01/21/2023- The annual escrow analysis was completed with an effective date of March 01, 2023. There was a surplus ITAO $81.99. The payment remained $880.92.
      *02/22/23- FHA ******************************** completed the booking of the modification.

      At this time the loan reflects due for December 01, 2022, and is delinquent. The late fee that was assessed on February 22, 2023, in the amount of $19.40 is being waived. In addition, a credit dispute/suppression was submitted to ensure that no negative credit reporting occurred for the months of December 2022, January 2023, February 2023 and March 2023. (Please allow 30 days for the credit review to be completed) An email was sent to ******************** advising her of the above resolution. We will monitor the account until credit review is completed.

      03.13.23- ******************** spoke to a Loss Mitigation agent she advised that she will begin making payments this week. She also advised the agent that she was approved for a ***** to bring the account current.


    • Initial Complaint

      Date:02/28/2023

      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.
      We helped our daughter purchase a house in ******* ***** in 2020, financed through Lakeview Loan servicing with an escrow account. Our daughter passed away unexpectedly in July, 2022 and I have taken over the mortgage on the house. In March, 2022 we received a letter from Lakeview notifying us they have contracted **************** to provide servicing of the mortgage, and assured us "none of the terms or your mortgage have changed" For two years Lakeview/**************** mis-calculated the property taxes and in October 2022 we were notified there was an escrow shortage of $4275.77, I paid the shortage. On Jan. 21, 2023 we received an additional shortage notice of $495.29, I paid that as well. We received a letter on Dec. 5th 2022 from Lakeview/**************** stating our hazard insurance had expired. I thought they just hadn't paid it yet out of escrow. I am assuming because there wasn't any money in the escrow account they let our insurance lapse and blamed it on me. We received a threating letter on Jan. 05, 2023 from Lakeview/*************** stating they were going to purchase hazard insurance and charge me, I finally purchased insurance for $1656.00 to protect the house. On Jan. 23, 2023 we received yet another letter stating there was a lapse of coverage between 11/20/2022 and 01/19/2023 and they were going to charge us $270.00 if WE didn't show coverage during that time period. THEY were supposed to pay the insurance out of the escrow acct. On Feb 17, 2023 we received two more letters on the same day still threating us to charge us the $270 stated above.To date I have paid out $6697.06 because of their mistakes, and I don't appreciate the threating letters that keep coming.

      Business Response

      Date: 03/15/2023

      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. (see detailed resolution response attached)

       

      Customer Answer

      Date: 03/17/2023

       
      Complaint: 19511508

      I am rejecting this response because: They (Lakeview/****************) are charging me for nothing provided ($270.00 for lapse in insurance coverage) How can they charge me for nothing tangible?  In addition, they did not address the lack of paying the property taxes as filed in my original complaint which cost me ($4771.06).

      Please read the ENTIRE complaint and respond accordingly.

      Sincerely,

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

      Business Response

      Date: 03/24/2023

      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 resolution response attached)

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