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

Customer Complaints Summary

324 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

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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:02/27/2023
Type:Service or Repair 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.
Today my wife Tried to log into our loancare account (Lakeview) to make our monthly house note, after unsuccessfully trying to log in a message stated that they were unable to verify your credentials. She called to ask for assistance and spoke with ******* a customer service agent who was arguementive and disrespectful after requesting a supervisor more than once she was transferred to the IT department. The tech support agent said we had filed chapter 7 bankruptcy that we would not be able to access our account. Our chapter 7 was discharged more than 2 years ago and my loan since has been refinanced by Lakeview Mortgage, LLC. We have been using the online loan service to schedule and make our house notes for the last 2 yrs without a problem. Our home is not not bankruptcy we have not made late payments this should not be an issue. After speaking to IT we were transferred to the bankruptcy ***** and spoke with **** who was very rude disrespectful argumentive and discrimitive and treated us as if we were in bankruptcy and delinquient we then said that this is enough and called back to speak with someone who was willing to take the time to assist us we spoke with **** who did everything he could do we changed our password and still unsuccessful he then asked if we would like to speak with his supervisor who was **** who took the block off our account and agreed that there should not have ever been a problem in the first place, again unsuccessful we were transferred back to the IT **** and spoke with ****** who said they would resolve the issue in 48 hours wait and then try again to make your house note. I called Lakeview Loan Servicing LLC regarding the rude, disrespectful, harassing and borderline discrimitive behavior and spoke with ***** who said she would escalate the problem and would be in touch tomorrow. We have always been respectful and polite with our mortgage company and never have we had an issue with them. After today my wife was very upset crying, this could of been avoided if Loancare would have been truthful and upfront instead they made us feel is if we were deliquent people. This is unacceptful and would like this matter to be corrected and be able to have total access to our loan online instead of calling in every month to speak with someone to pay our mortgage per **** in Bankruptcy. I am going to notify the *********************** and ************************** regarding the unprofessional, rude and discrimitive behavior. I would also like an apology from LoanCare for all the above.Thank You for assisting my family during this time, feel free to reach out anytime for questions, concerns.Respectfully,********************************
Business Response
Date: 03/21/2023
The customers complaint concerns regarding account access was addressed and has been resolved. Mr. ***** was advised (via phone) and is satisfied.
Customer Answer
Date: 03/22/2023

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. Thank you for reactivating our account so we can continue making our mortgage payments. Again thank you and have a great day.

Sincerely,

***** and *******************************
Initial Complaint
Date:02/19/2023
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.
Im writing to question the supposed legal claim they make regarding escrow balances. They refused to provide legal documentation backing to their claims that Im not allowed to have a credit remain in my escrow account. They instead send me a check and then increase my monthly payment by almost $30 a month due to an escrow shortage. It would be short if you just kept my money in there. I dont believe theres any legality to their claim when other mortgage companies do not operate like this.I cannot find a legal ruling saying leaving a balance in the escrow account is illegal. In January 2023 they sent me a check from my escrow account in the amount of $171.46. Then this month I received a statement for my mortgage increasing my payment from $907.99 to $940.52. This is the first full year of the refi. I had this issue once before the refi and when I asked for written documentation pointing to the law they are claiming, they refused. Im to the point with this company where I will seek legal consultation if they cannot back up their claims with legal documentation citing a law saying keeping a balance in escrow is illegal. If my property taxes and homeowners insurance does not increase, theres no reason to increase my mortgage payment. I also am now questioning the legality of my refi where they did not have an appraisal done and claimed the value was 100% of the amount I was refinancing. I did not take any cash out. I probably should not be paying mortgage insurance at this point. But based on another complaint I read, they will give the runaround on that as well. My house appraised at $175,000 back in 2016. Im sure that number still held or increased, not WENT DOWN IN VALUE in 2020. I will gladly give the $171.46 back to my escrow in exchange if returning my monthly payment back to $907.99. I do not want to hear any excuse citing legality without WRITTEN DOCUMENTATION CITING A SPECIFIC LAW TO BACK IT UP.
Business Response
Date: 03/08/2023

LoanCare reached out to **************** to explain the escrow account, as the customer believed the increase in payment was due to an escrow shortage.Instead, it is due to higher anticipated disbursements. Escrow payments are based on total annual disbursements divided by 12 plus 2 months of escrow cushion. (Refer to the initial account escrow account disclosure signed at closing)
LoanCare confirmed there was an escrow surplus due to collecting 8 months of funds towards the **** Annual Guarantee Fee on the customers CD at closing (*this fee is shown in the mortgage insurance line on the CD, Section G, line 2 due to not having a **** Guarantee fee label on a line within the CD).
Please note*however, that the homeowners property insurance had increased from $1,304.04 to $1,695.00, which is the root cause for her monthly **TI payment increase.
The **** streamline assist is a unique product that requires the lender to submit the file to **** for approval, they will then return a commitment with any requirements and not until all the pre-closing requirements are satisfied can the lender close the loan.

Per **** guidelines Page 6-6 is where the Streamlined Assist Refinance information starts, and the first bullet shows that an appraisal is not required unless they have received payment subsidy in terms of an appraisal requirement. The maximum loan amount is the P/I (principal & interest) and any customary fees, with the *** (net tangible benefit) requirement of $50 P/I (principal and Interest) reduction required. Specifically, this refinance had the ** payment decreased from $847.27 to $674.30 or $172.97. The **** issued a conditional commitment after they reviewed the file, and their approval had no requirement for an appraisal. (See conditional commitment).

Regarding mortgage insurance, there is no mortgage insurance on a **** loan. There is however an annual **** Guarantee Fee, refer to page 101, as it references the upfront **** Guarantee Fee of 1% for this program and an annual fee of .35%. There is no LTV (Loan to Value) cutoff or requirement. This fee is for the duration of the loan and is a set % of the *** (unpaid principal balance) annually.

Customer Answer
Date: 03/08/2023

Complaint: 19431460

I am rejecting this response because:
If Im not being charged mortgage insurance then why is $563.31 deducted for mortgage insurance out of my escrow? Please see the attachment.
Also I was told on the phone the new escrow analysis was based on my home owners insurance that was received September 2022 Ive attached the math disproving that. They can go back to the recorded call and review it. She failed to call my bluff that I would do the math plus she ignored my request to send me the copy of the regulation. She told me to ****** it. That is also in the recording.

Sincerely,

*****************************
Business Response
Date: 03/17/2023

Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent rebuttal filed by ***************************** through the BBB stating she is rejecting the BBB response for the following reasons:

1.           ****************** is being charged
            In response to your account history reflecting a $563.31 mortgage insurance disbursement from your escrow account on 02/07/23. This is the **** Annual Guaranteed Fee. The servicer system does not have a label for the **** annual fee, so they label it under mortgage insurance.

2.           Agent phone call experience related to the escrow statement and guidelines
            We apologize for your experience we escalated your concerns to the servicer as a coaching opportunity for the agent. We provided you with a copy of the regulations with our initial response.
Customer Answer
Date: 03/24/2023

Complaint: 19431460

I am rejecting this response because: they are lying about providing documentation. They called me and told me to ****** the documation. They are ignoring the math I provided proofing they didnt calculate the rate correctly as well.

Sincerely,

*****************************
Initial Complaint
Date:02/18/2023
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 Loan Servicing is over escrowing my mortgage. My taxes and insurance is about $13,700 annually, which was roughly what I paid last year. According to their Escrow Analysis for 2023, they are charging me almost twice as much as what I would pay. For example, by the end of the year, I would have paid roughly $26,000 in escrow. I do not believe my taxes will double the amount. I called multiple times and each time I get transferred to someone who sounds like they know their material. They would proceed to tell me that it was going to be fixed. It's only been two months into the year and my escrow balance is already $6,000.
Business Response
Date: 02/22/2023
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. (Detailed resolution letter attached)
Initial Complaint
Date:02/15/2023
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.
Loan number **********. Please review letter submitted to your portal on 1/24/23. Also, attached here.
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.

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.
Initial Complaint
Date:02/07/2023
Type:Delivery 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 received a letter from the mortgage company stating my escrow was short $30.15 on December 20 2022 I then paid the shortage on December 27 2022 and verified with customer service through the chat feature that they had received it They are still trying to charge the escrow shortage and add it onto my payment, even though it is paid
Business Response
Date: 02/14/2023
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, **************** is servicing this loan on behalf of Lakeview.
We sincerely apologize for any delay and inconvenience this matter has caused. We notified Mr. ******* escalation team of this concern and requested they make contact with the borrower to assist. Contact was made with the borrower and detailed explanation was provided of this the borrower understood. Please see detailed resolution response attached.
Initial Complaint
Date:01/30/2023
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.
On January 3, 2023, I contacted Lakeview's Servicing partner (LoanCare) by email to inform them that *********************** does not live here at my address. I asked them to stop using my address. Instead of stopping, now Lakeview has also begun using my address to contact the same person. I would like both Lakeview and LoanCare to stop sending *************************** mail to my address.
Business Response
Date: 02/10/2023
We reached out to the servicer LoanCare to assist with your concerns. They responded with the following:

Attempts were made to reach the customer via email and telephone. As of today the servicer has not heard back. Once the customer reaches out and authorizes the change of mailing address, the account will be updated. The servicer requires authorization from the customer to make any updates to the account.

Customer Answer
Date: 02/13/2023

Complaint: 18950393
I am rejecting this response because they are in the mortgage servicing business, therefore, they can easily locate this persons address. The fact that they wont stop using my address, when this person has not lived here for more than three years, is just harassment.

Sincerely,

***********************************
Business Response
Date: 02/21/2023
We reached out to the servicer LoanCare to assist with your concerns. They responded with the following:

We have made additional attempts to reach the customer via email and telephone. As a last attempt a letter has been sent. Again, once the customer reaches out to provide the updated mailing address, we will update the account. Per the servicer LoanCares policy, they cannot change the address without the customers consent.
Customer Answer
Date: 03/02/2023

Complaint: 18950393
I again do not accept the response. *********** has had over three years to update their customers contact information. On February 23, 2023, I reached out to ************************* by e-mail and she confirmed that they have had this wrong mailing address for over three years. What kind of establishment would have the wrong information for their customer for more than three years? They have been unable to connect with their so-called customer by e-mail or phone for over a month. This is their problem. It makes no sense that their customer would not have reached out to them by now, unless, they also have the wrong e-mail and phone number. Again this is their problem; I simply want them to stop harassing me.

Sincerely,

***********************************
Initial Complaint
Date:01/26/2023
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.
I contacted Lakeview mortgage after trying for about 2 hours to print my **** which is my year in interest and tax statement to do my income tax return for the year 2022 and was unable to do so on multiple devices. Call their customer service department got an agent who told me that she could not email me a copy requested them to send me a copy so that I could do my taxes it's the only thing holding me up. Feel like they're holding my information hostage and trying to force me to use their website when not everyone is computer savvy or has access to do so. Irritated with them making things complicated they seem to just want you to pay and not provide the service that's necessary for you as a customer. I would like to speak to a supervisor and upper management as well as emailed or mail me a copy of my **************** tax return statement so that I can complete my filing. Again this matter is extremely annoying and can be avoided if they work with their customers and stop trying to manipulate them to their website.
Business Response
Date: 01/27/2023
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.

*1/26/2023 - Borrower filed BBB complaint regarding document request.
*1/27/2023 - Lakeview reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to ************************

We sincerely apologize for any delay and inconvenience this matter has caused. We notified LoanCare of this concern and requested they make contact with the borrower to assist with online set up. We obtained the requested document from LoanCare system. This document has been emailed directly to the borrower by LoanCare and we also sent an encrypted copy of this document to the borrower.

Lakeview will consider this concern resolved based on the actions from the servicer LoanCare If you or the borrower have any additional questions regarding this matter, please contact LoanCare customer care at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Standard Time.
Initial Complaint
Date:01/24/2023
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.
My husband and I refinanced our home with a new mortgage company. Lakeview received the payout and did not cash it, rather returned the payment as it was approx ******** short as the new company issued a check to our city for taxes not knowing Lakeview already paid the taxes. When they cashed the payout, it was ******* and Lakeview slammed my husband and I with a late house payment which had tanked our credit score over 120 points combined. We have never been late on a house payment. They returned the check instead of cashing it. This is not our fault. My husband and the new mortgage company reached out to Lakeview to have this removed and they refused asking for a letter. An email was sent and no contact, out credit score is still affected. Please help this is not our fault.
Business Response
Date: 02/03/2023
We requested the assistance of the servicer LoanCare in providing a response to your credit reporting concerns. LoanCare provided the following explanation and resolution:

01/26/2023- LoanCare reviewed the late credit reporting concern that occurred during the payoff of the loan and determined that there was insufficient time for the customer to make the December 2022 payment. The payoff funds were received on 12/29/2022. On 12/30/2022 the payoff funds were returned due to the payoff being short. The shortage was due to a tax disbursement from the escrow account, in the amount of $6,687.47 that posted on 12/27/2022.

LoanCare removed the late credit reporting for the December 2022 payment that was reported to the credit bureaus in January 2023. A copy of the ***************** letter has been mailed to the customer and is enclosed.

02/01/2023- An outreach call was made to the customer, there was no answer, and therefore an email was sent detailing the ***************** resolution.
Initial Complaint
Date:01/23/2023
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.
My mortgage was sold to lakeview back in September/October time frame. I have tried to set up a payment arrangement on my account to bring to current and have filled out paperwork and sent in requested documentation multiple times via email, fax and online. They keep telling me they are missing stuff I have sent multiple times. When I call they wont take a payment unless I have all of the behind which is why Im trying to go through the process of fixing it. Then once in December I got one person on the phone that took a couple of payments but since then no one will take a payment. They arent completing the paperwork to help me. No one calls me back or emails back. When I asked if o could mail in payments I was told they would send it back. Now Im getting a letter saying they are increasing my bill $500 a month because of low escrow when they overpaid taxes by almost $3000 and that has since been sent back. I can never get anyone of any title on the phone. I need help as they are ruining my credit by letting it continue to get more behind. Help!
Business Response
Date: 02/01/2023
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 may have caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation. The investigation confirmed that borrowers loan modification review is moving forward, and a letter has been sent to her this week advising of the 15 day timeframe to complete the review process. ******** advised if there was any additional documentation required to complete the review that they would contact the borrower.

LoanCare discussed the borrowers escrow analysis and explained the current review is capturing the escrow shortage from missed payments as the loan is due for 08/01/2022. It was also confirmed that the borrowers tax refund was received and posted to escrow on 12/20/2022. **************** advised ********,she has since changed her insurance company and is expecting a refund of $926.00 from her old policy (paid by previous servicer). ******** understood that once she received the refund she will send in the funds for her escrow shortage, no additional questions.
Initial Complaint
Date:01/23/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a complaint with this company to CFPB, ID *********************** affiliated with this Lakeview Loan servicing has been sharing my private information with exeter finance, a former company I have worked with.Per a letter they sent me their system was hacked and my information stolen. Now they have are asking me to subscribe to some identity theft monitoring service as if that would reverse the hack.They should NOT have had my information in the first place. Lakeview NEEDS TO EXPLAIN why they were trading my information to start with.What does sharing my info without my consent have to do with bayview and exeterfinance doing business together?
Business Response
Date: 02/06/2023
Good Day
This complaint and the borrowers requested resolution includes several variables which requires input from Lakeviews senior leadership team and an outside entity. As such, we respectfully request some additional time for completion. We will update the BBB and the borrower as soon as possible.

Once Lakeview receives the final resolution, we will follow up and respond back to both ************ and the BBB.

Respectfully,

*************************
Compliance Department Director, Issue Resolution
On behalf of Lakeview Loan Servicing,LLC

Customer Answer
Date: 02/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and am waiting for Lakeview to get back to me.

***********************
Business Response
Date: 02/14/2023
As indicated in our original notification letter, we experienced a security incident involving unauthorized access to our files servers. A file containing your information was identified during the investigation. The file was related to information obtained by Bayview during a process whereas Bayview was evaluating a business relationship with Exeter Finance LLC.

We understand that a representative from Exeter Finance has also reached out to you to provide further information. The files were unrelated to any lending or loan servicing activity. We sincerely regret any inconvenience or concern this may have caused and assure you that we take this incident very seriously.

Should you need any further information, please reach out to us directly. Our contact information is listed on the attached, thank you.
Respectfully,

*************************
Compliance Department Director,
Issue Resolution
On Behalf of Lakeview Loan Servicing, LLC
NMLS#******
Customer Answer
Date: 02/21/2023

Better Business Bureau:
The director at ExeterFinance I talked understood my question and provided an answer.

Thank you

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

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