Business Profile

Loan Servicing

Lakeview Loan Servicing, LLC

Headquarters

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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.
86 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:03/31/2025
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.
Subject: *************************************************************** of Communication on Financial Assistance Application To Whom It May Concern,I am writing to formally express my dissatisfaction with the inconsistent customer service and lack of communication we have experienced with Lakeview Loan Servicing regarding our financial assistance application.After experiencing a loss of employment, we proactively reached out to Lakeview to explore forbearance and financial support options. We followed all necessary procedures, submitted the required documentation, and complied with the application process in a timely manner. However, despite our efforts, we have received numerous letters from your company without any clear update or resolution regarding our financial assistance request.This ongoing lack of communication has caused unnecessary stress and uncertainty for our household. We have made multiple attempts to seek clarification, yet we continue to receive generic correspondence rather than a definitive response regarding the status of our application. This level of service is unacceptable, especially when dealing with a matter as critical as mortgage assistance.We request the following actions be taken immediately:1.A formal written update on the status of our financial assistance application.2.A clear explanation for the delays and inconsistent communication.3.A commitment to improved customer service responsiveness moving forward.If we do not receive a satisfactory response within 10 business days, we will escalate our complaint to the ************************************ (****) and any other relevant regulatory bodies.We expect prompt action on this matter and look forward to your immediate attention. Please provide your response in writing to the address listed above or via email at ***********************
Business Response
Date: 04/14/2025
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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.

Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, LoanCare is subservicing this loan on behalf of Lakeview.

This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 04/15/2025
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 Better Business Bureau and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.

Although ********************** owns the mortgage servicing rights to this loan, Lakeview does not service mortgage loans ourselves. Lakeview contracts with various subservicers for all of the day-to-day servicing of our mortgage loans. In this instance, LoanCare is subservicing this loan on behalf of Lakeview.

This complaint and the borrowers requested resolution include several variables that require input from various lines of business and the leadership team within LoanCare. As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.
Business Response
Date: 04/17/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by **** ********-***** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with ********.

LoanCares Summary
Please see attached correspondence sent to the customer which includes further details, briefly summarized below.
LoanCare responded to **** ********-***** concerns regarding their loss mitigation application concerns. ******** confirmed that the borrower called in on 3/27/2025 to ask the status of their loss mitigation review, the ******** agent informed the borrower of approval for a modification. The borrower then declined the modification and advised that they would rather have a forbearance plan.

******** confirmed the borrower sent in a new Borrower Response Package and Loss Mitigation Application on April 3, 2025, and subsequently, their loan was approved for a three-month forbearance plan, which is set to begin on May 1, 2025,and continue through July 1, 2025.

Please note that a forbearance plan temporarily reduces the borrowers mortgage payment and allows time to manage the financial challenges affecting their ability to pay the mortgage. At least 60 days prior to the end of the Forbearance Plan,******** will send a Borrower Solicitation Package requesting updated documentation of financial circumstances.

We trust this is responsive to the complaint and provides the necessary information for the BBB to review.Should the BBB need anything further, please contact **************** of the customer representative ****** Holland ******.
Business Response
Date: 04/17/2025
Copy of the servicer's LoanCare Response attached.
Customer Answer
Date: 04/17/2025

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:03/21/2025
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.
I switched flood insurance companies more than 30 days before my current policy expired to allow time for the new policy to be paid. The declaration and billing was received by my mortgage serving company on 12/19/24. The disbursement for the new policy wasnt complete until 1/2/25 and sent on a bulk check (with other policies) to the completely wrong insurance company. Since then I have had to contact my mortgage servicing company multiple times to get a correct check cut to the correct company and try to track down where they sent the wrong check. To this day no one has been able to assist finding where the money was sent and help retrieve the funds that were sent to the wrong company. I have called over a handful of times over the last 2 months and spend several hours on these calls to try to track down where the missing $1383 is and to get it back in my escrow account. No one has been able to help and there has been zero follow up with me. Because of this error, there was a lapse in coverage and now they are trying to force place the time period which was lapse in coverage. I am filing this complaint to get the funds that were sent erroneously to the wrong company by the mortgage servicer and to stop the force place policy as it was the fault of the servicer that the payment was not made timely to the correct insurance company.
Business Response
Date: 04/02/2025
Your correspondence alleges that ********* delay in paying ************************** caused a lapse in your flood insurance coverage from January 20, 2025, to February *******. The *************** Policy Declaration received February 03, 2025, has an effective date of February 21, 2025, which we have confirmed is correct. In addition, we have credited your escrow account with the missing funds and provided information regarding lender-placed flood insurance coverage.
Customer Answer
Date: 04/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is for the most part satisfactory to me. The forced placed policy should have been covered by loancare as the only reason the new policy wasnt effective for January 20 was because the payment wasnt sent at the time the new policy dec page was provided in December, along with the payment that was eventually sent was sent to the incorrect company (which was a fault of loancare).

Sincerely,

********* *******
Initial Complaint
Date:03/14/2025
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.
Trying to make mortgage payment they can't locate account even though I have paid them for 2 years. They have transferred the account to Mr. ****** and they don't show I have an account set up either even though I paid them last month . No way to talk to a live human being. All numbers I call for both businesses reach an auto attendant with no way of getting to a representative. I have no way of contacting them or doing anything online with either company. At this moment the only way I have to pay my mortgage is by mailing it in and will have no proof they will apply to my account. They are messing with my credit rating. I have gone through this ever since Mr. ****** got involved
Business Response
Date: 03/26/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ******** ******** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, Mr. ****** (MRC) is subservicing this FHLMC loan on behalf of Lakeview.

Mr.******* Summary:
Upon receiving this complaint, we immediately reached out to the servicer Mr. ****** for assistance. Research confirms that on 12/01/2024 this loan serviced transfer from ******** to Mr. ****** and a Welcome Letter was sent to the borrowers address on file. Mr. ******* records indicate an online account was registered and active for the other party listed on the account. Mr. ****** received a payment via their website on January 2, 2025, which was returned due to an invalid account number. No dishonored check fee was assessed to the account due to the ****** transfer of servicer guidelines. It is important to note that bank account information is entered by the customer via the secure online account for payment received via the website. The pay history shows the January 2025 contractual installment was received on January 13, 2025.

On March 18, 2025, Mr. ****** assisted the borrower in registering for an online account, and by updating their phone numbers on the account. The Borrower confirmed with Mr. ****** that she was able to make payment via the online account and had no further questions.

We trust this is responsive to the complaint and provides the necessary information BBB to review. Should the Better Business Bureau need anything further, please contact Mr. ******* Escalation Team at ************ Monday through Thursday from 7 ****** 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you,
Customer Answer
Date: 04/11/2025

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:02/28/2025
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.
Due to health issues and unexpected large Health bills and issues with finances we were falling behind on our payments and weren't able to afford the monthly payments so loan care restructured our loan to bring it current and to make it more manageable, however they increased our monthly payment by $300. That made it harder for us to manage the loan, as we already had a hard time with the current payment. Trying to make payments on the new amount was proving even more difficult than the previous amount so they were willing to restructure the loan to help us make it more manageable, however in doing so they raise the payment Again by another $300 a month! So when we couldn't afford $1,200 a month originally in the end they ended up moving our payments up to $1,700 a month! I thought the purpose of restructuring mortgage loans was supposed to make it more manageable for the mortgage holder, however it seems lone care is doing the opposite, in an effort to make the mortgage holder fail with payments or default on the loan. They have not done anything to help us make the mortgage payments more manageable even though we've shown them proof of financial hardship. We've tried to reach them numerous times during the restructuring of the loan yet was told by numerous people that there was no one we could speak to and customer service didn't have any of the information regarding our loan that could help us so we basically could not get in touch with anybody to help figure out the best way to manage this loan restructure. So now our loan payments are up well over ***** from the original payments making it even harder to maintain than it was to begin with. The fact that we can't reach anybody specific at ********* to talk to regarding this has proven extremely difficult, as for the agreement and for the law we are supposed to have a specific person that we can contact and remain in contact with to speak to regarding our mortgage agreement and are restructuring.
Business Response
Date: 03/14/2025
Upon receipt of this complaint, Lakeview started an immediate investigation with LoanCares Escalation Team to obtain a resolution response regarding the customers concerns.We do apologize for any inconvenience you may have experienced.

******** provided a resolution response to the customer on record. The email listed on the BBB complaint differs from the one on record, therefore, we are unable to enclose a copy of LoanCares resolution response via the BBB portal.

To have ***** ***** added to the account as an authorized party for all communication, please have ******* *. ***** *** execute and return the enclosed Authorization Form. For your convenience we have enclosed a copy of LoanCares Authorization Form.
Customer Answer
Date: 03/17/2025
I am already on the mortgage documents as an authorized signer in an authorized party. If you check the loan agreement you will see that I am already an authorized party on it. Which tells me loan care does not even bother to check their information
Customer Answer
Date: 03/17/2025

Complaint: 23003308

I am rejecting this response because:
I am already on the mortgage documents as an authorized signer in an authorized party. If you check the loan agreement you will see that I am already an authorized party on it. Which tells me loan care does not even bother to check their information

Sincerely,

***** & ******* *****
Business Response
Date: 03/24/2025
***** ***** is on the deed of trust as a non-obligor. Therefore, ******* ***** would need to send in a third-party authorization form to allow her to discuss the loan.
On March 20, 2025, ******** emailed Mr. ***** and provided him with a copy of the Third-Party Authorization form.
Initial Complaint
Date:02/26/2025
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 husband and I started the process of doing a heloc which is pulling equity from our home. We started the process back in November. Lakeview advised us this was about a 45 day process. We are almost 4 months in and we have not received our signed documents nor our $178,641. We have been trying to get answers from Lakeview and to no avail nothing is getting done. The money is supposedly with **********. It seems as though no one can help us and maybe we need to get a lawyer and courts involved for some resolution. And I want to avoid that but it that is what it takes. Then so be it.
Business Response
Date: 03/06/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ***** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

Upon receiving your complaint, we reached out to our refinance department and opened an investigation. The refinance department confirmed no application found in their system.

On February 26, 2025, in our letter of acknowledgment to your complaint we asked for the name of the agent you stated you were working with or an application number.The agents name you provided, ****** ********, does not match any agents in our database. We asked you to provide copies of any document showing you have been working with Lakeview; we have not received such documentation.

Lakeview considers this concern closed. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you.
Initial Complaint
Date:02/20/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Mr. ****** regarding an inaccurate late payment report on my credit history. LOAN NUMBER ********* During December, 2024, an error occurred in which Mr. ****** mistakenly paid for both of my insurance policies, which left me unable to make my mortgage payment on time. This was an isolated incident beyond my control, and as soon as I was able, I brought my account to a payment plan which took 1-2 months and have remained on track with all payments since ******* a result of this single late payment, my credit score dropped by nearly 100 points, significantly affecting my financial standing. I have always taken my credit and financial responsibilities seriously and have since implemented automatic payments to ensure this situation never happens again.Given my strong payment history and the unique nature of this situation, I have formally requested that Mr. ****** remove the late payment as a goodwill adjustment to help restore my credit standing. However, my request has not been acknowledged or addressed appropriately.I am seeking the BBB's assistance in resolving this matter and ensuring that Mr. ****** takes the necessary steps to correct my credit report. I believe this request is reasonable given the circumstances, and I hope to find a fair resolution through your support.Please let me know if you require any additional information. I appreciate your time and assistance.Sincerely,**** ******
Business Response
Date: 03/06/2025
Mr. ****** provided a response to the customer. See attached response letter including enclosures.
Customer Answer
Date: 03/07/2025

Complaint: 22966254
I am writing in response to your letter regarding my concerns about the financial assistance process and its impact on my credit score. My credit scored dropped more than 100 points and I would like some resolution or mediation. My ********** says I was not delinquent in November and I have been paying since Jan. ******* my credit report says my payment status is ***** days late. While I appreciate the clarification on my escrow account, insurance payments, and Partial Claim approval, I am disputing the negative credit reporting that occurred during the trial period while my application was still under review.

It is my understanding that trial payment plans are meant to provide financial relief, and participation in such a program should not unfairly penalize borrowers seeking assistance. The credit reporting of my loans delinquency during this period appears to have directly contributed to a decline in my credit score, making it more difficult for me to manage my financial situation.

Given that I have complied with all required trial payments and have acted in good faith to resolve my financial hardship, I request the following actions be taken:
Removal or Adjustment of Negative Credit Reporting I request that any negative marks reported during my trial period be reconsidered, as they do not accurately reflect my commitment to resolving the issue.

Clarification of Reporting Practices I would like a detailed explanation of why my account was reported as delinquent while I was actively engaged in a lender-approved assistance program.

Confirmation of Credit Impact After Completing the Plan I would appreciate written confirmation that once I successfully complete the trial period and my loan modification is finalized, my credit standing will not continue to be negatively impacted.
I hope to resolve this matter amicably and look forward to your prompt response.

Sincerely,

****** ******
Business Response
Date: 03/17/2025
At the time of requesting assistance, your loan was due for the November 1, 2024, monthly payment. The trial plan was approved on December 9, 2024, with the first trial payment due on January 1, 2025. You completed your trial payments on January 10, 2025, February 17, 2025, and March 11, 2025. As such, the reporting file that was sent to the credit agencies on the last day of January 2025 for the month of December 2024 was reported as 60 days past due and entered into a partial payment agreement as required. On the last day of February 2025, we reported for the month of January 2024 as 90 days past due and continuing with a partial payment agreement. February 2025 reporting will be sent on the last day of March 2025, will be sent showing the partial payment agreement. At this time, Mr. ****** is working to have the final modification agreement drawn up and sent to you. It will be sent out via ***************. We ask that you review and execute the document following the instructions that will be included, and then send it back to us in its entirety. Once received, the executed documents will be reviewed for accuracy and then we will complete the modification process. We ask you to continue making a monthly payment each month for the trial payment amount until the modification is complete.
Once the modification has been completed, the loan will be moved to a current status. Provided you continue to make the modified payments within the month they are due, Mr. ****** will begin to report the current modified monthly payments as timely. It is important to note that credit reporting files are sent to the credit reporting agencies 1 month in arrears. For example, the March 2025 reporting file will be sent on the last day of April 2025.
Customer Answer
Date: 03/18/2025

Complaint: 22966254

I am rejecting this response because:
I appreciate your detailed response dated March 18, 2025. However, after careful consideration, I must formally dispute the accuracy and fairness of the credit reporting practices outlined in your response.
According to the Fair Credit Reporting Act (FCRA), credit information must be reported accurately, fairly, and substantiated. While I acknowledge the trial plan was initiated on December 9, 2024, it is crucial to emphasize that my account's delinquency status was primarily due to an administrative error caused by Mr. ****** erroneously processing duplicate insurance payments from my escrow account. This error directly impacted my ability to remain current, which clearly establishes mitigating circumstances beyond my control.

Furthermore, under guidelines from the ************************************ (****), participation in a lender-approved financial hardship or modification program typically should not result in punitive credit reporting if the borrower complies fully with the conditions of the trial period. Given that my adherence to the trial payment schedule has been timely and consistent from January through March 2025, the credit reports reflecting a ***** day delinquency appear both unjustified and punitive.

To rectify this, I respectfully request:
Immediate reconsideration and removal of the negative credit marks reported during the trial payment period (December 2024 February 2025), as this inaccurately portrays my financial responsibility and undermines the intent of the loan modification process.
A detailed legal clarification outlining the rationale behind classifying my payments as delinquent despite compliance with a lender-approved repayment plan. This clarification should include explicit references to applicable federal guidelines or industry-standard practices justifying this decision.
Written assurance that upon the completion and execution of the final modification agreement, my credit history will reflect timely payments, accurately restoring my credit standing without further negative implications stemming from this administrative error.
Your prompt attention to addressing these matters is greatly appreciated. My intention remains to resolve this matter amicably; however, adherence to fairness and compliance with applicable regulations is imperative

Sincerely,

****** ******
Initial Complaint
Date:02/17/2025
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 made a mortgage payment using the same routing code and account number from our checking that we always do. We received message from Lakeview Mortgage thanking us for the payment. I have been monitoring our checking account and the funds are available but not taken out. They are stating that there was some sort of error which there was not it was the same information we always use and it mayimpact a late fee and possibly credit bureau reporting this is the second time this has happened. I called my checking account Navy Federal. They assured me funds were available at the time they were presented to Lakeview. I do not want Lakeview to present any negative reports to our credit bureau. I do not want any late fees, associated with some errorin there processing.
Business Response
Date: 02/28/2025
The late fee assessed in June 2024 is valid as the first payment attempt was made after the ***** period of 15 calendar days after the due date. The fee was paid on July 22, 2024.
A mortgage payment is considered late, for credit reporting purposes, if the payment is not received in full by the end of the month in which it is ****** the June 2024 payment was not received within the month it was due, it was reported as 30-days late.

Pertaining to the second payment, a one-time draft was processed online effective February 10, 2025, to satisfy the February 2025 payment. The payment was returned unpaid on February 13, 2025, as the account number and/or routing number provided were invalid. A letter was mailed to your attention on February 13, 2025, advising that the payment was reversed, and the bank account number was removed from our system due to invalid account information. The funds received on February 18, 2025, were applied to the February 2025 payment. There was no fee assessed in February 2025.
We received your credit dispute in July 2024, and the results of that dispute were conveyed in the denial letter dated August 9, 2024. The February 2025 payment will not be reported as 30-days late unless the payment applied on February 18, 2025, does not clear your bank account.
Initial Complaint
Date:02/15/2025
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.
In July 2023 my home mortgage was transferred from Prosperity mortgage to Lakeview subserviced by *************. My loan was originally $2,126.24 but on 10/18/2023 an analysis was done. I dont understand why another analysis was done so quickly. This would cause my mortgage to decrease to $1,664.38 and leaving a surplus left of $5,002.16. I honestly didnt think anything was wrong, but this would eventually cause a huge hardship for me. On 10/162024 ************* did another analysis which showed a shortage of $10,826.85. They raised my mortgage from $1,664.38 to $3,003.43 and notified me that my mortgage would be transferred again to Lakeview subserviced by Mr. ****** on December 1st. This payment increase would cause great hardship for me so I called Flagstar and asked if something could be done to help me with the payments. They originally tried to spread the payment out over 36 months, but Lakeview would not agree but they did agree to 24 months which brought my new mortgage payment to $2,513.64. This new payment has caused great hardship on me, leaving me short on other household essential bills. ******** said the shortage was due to county taxes going up. According to Clayton County my taxes did not change much. In 2023 they were $4,074.41 and in 2024 they were $4,367.39. My mortgage had just started in July of 2023 with Prosperity. I believe somebody in the ***************** of ************* and the changing of different mortgage companies caused a confusion of what my taxes really were. I should not be penalized for someone elses errors, and I have been consistently paying my mortgage on time every month. I would like Escrow shortage to be moved at the back end of my mortgage and have my payments modified for this error.
Business Response
Date: 02/26/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ****** ****** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologize for any challenges the customer may have experienced with ********.

********** Summary
Please see Mr. ******* response letter attached.
On 12/9/2024 the new loan servicer Mr. ****** sent a Welcome Letter to the customer advising the loan was due for 12/01/2024. An annual escrow analysis was generated which reflected a monthly payment of $2,251.53 and a shortage amount of $10,484.98. A second escrow analysis was generated which reflected a spread over 24-months.

It is important to note that a review of the prior servicer documents, loan history and escrow statements detailed the customers concerns regarding the increase in the monthly payment. The prior servicer records reflect that in October 2024, the customer was informed of the significant shortage which was due to an increase in the amounts billed for both taxes and insurance. ********* confirmed that the property was a new build, and the amount of the year 2023 assessment was based on land only. Mr. ****** confirmed the annual analysis resulted in a surplus amount of $5,002.16 and this was disbursed back to the borrower as required.

********* research confirmed that the prior servicer comments shows that the customer was advised of the option to apply for loss mitigation due to hardship reported by the customer. No evidence of an approved workout solution was found upon servicing transfer.

********* contacted the customer on 02/24/2025 and discussed their escrow account in detail. Also, the customer was advised that regarding their request to move the escrow shortage to the back end of the mortgage and modify the payment, it is important to note that a loss mitigation offer is based on lender guidance and that Mr. ****** is unable to negotiate the terms of a loss mitigation offer.

An application for mortgage assistance was emailed to the customer along with the resolution email to their concerns.

We do apologize for any difficulty the customer encountered while attempting to resolve their concerns. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact Mr. ******* customer service team at ************ or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you.
Initial Complaint
Date:02/13/2025
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 ************ has Increased home mortgage payment to $2722.16 monthly from $2530.53. They claimed the raise in home owners insurance is the reason for increase in monthly payment. I called and spoke with my insurance company and she made me aware the we did have an increase, which was affecting most individuals nation wide. The increase was for $867.00 for the year, she stated your mortgage should only increase by $72.25 monthly. She advised to call Lakeview and speak with someone to question the $119.38 dollar increase after deducting the known increase of $72.25. The Lakeview service department is beyond a disgrace to provide public service with concerns voiced by their customer's, I called multiple times over a week with no answer and was told someone would contact me whom could discuss my concern. Friday 02/07/25 I finally spoke with two individuals that listened and attempted to help me reach someone that could investigate my concern further. They both were with customer service, but got me connected over to the escrow department. I finally was able to speak with an individual that had access to the full account. While on the phone she reviewed our account and stated the additional charges was backpay from the previous year. She stated out escrow account was balance was less than it should be so we were being charged with all the back payment. Payment in February 23' was decreased from $2539.83 to $2530.30. The insurance company made Lakeview aware the insurance was going up from $1760 in 23' to $2670 24'. Lakeview never adjusted in ******************************************* insurance until February 2025. The ***************** was rude and dismissive, during our conversation she signed and huffed the entire time. I did not understand why the amount was not adjusted and we were responsible for error in the escrow department not making sure the payment was adjusted. She hung the phone up on me while I was speaking. I need help to correct.
Business Response
Date: 02/21/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by Mr. *** **** lll through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.
********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologizes for any challenges the customer may have experienced with LoanCare.
LoanCares Summary
Please see LoanCares response letter attached.
LoanCare responded to Mr. *** **** lll concerns regarding his escrow account changes. Research confirms that due to insurance policy changes from *********************************, the escrow analysis found shortages which lead to increased monthly payments. Between the period of 2023 and 2025 there were premium increases which resulted in mortgage payment changes. ******** mailed escrow analysis and letters advising of the escrow shortages and changes in mortgage payment. Copy of letter attached.
We do apologize for any difficulty the customer encountered while attempting to resolve their concerns. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact **************** of the customer representative ***** ******** at *****************************, Monday through Friday, 10:00 a.m. to 7:00 p.m. Eastern Time or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you
Customer Answer
Date: 03/03/2025

Complaint: 22938021

I am rejecting this response because I have tried to contact a ***** ******** **************** of the Customer) which I was directed to prior to receiving this email from BBB. I have left two separate voicemails with Mrs ******** and her direct associate but have yet to receive a return phone call. The letter that I received is very unclear and contradicting. The letter also states that the new Escrow premium they received and forwarded to me on on August 24, 2023 was actually short but no adjustments were made and then again they received notice that the Escrow premium was increasing on Feb 15th 2024 which should have increased our mortgage payment but instead our mortgage payment remained the same.
So at this time I am not satisfied with the way this company has responded or the lack of responding with the appropriate explanation of the events that took place and why we are responsible for the mistakes that were made.
Please advise me of what I need to do from here.
Sincerely,

*** **** III
Business Response
Date: 03/12/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by Mr. *** **** lll through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

LoanCares Summary
Please see LoanCares detailed response letter attached with the timeline of events.

LoanCares research confirms they received your insurance policy change on February 15, 2024, from **********************************, with an effective period of April 15, 2024, to April 15, 2025, and a premium amount of $2,627. Per the enclosed Annual Escrow Account Disclosure Statement that was sent, dated December 20, 2024, there was an escrow shortage in the amount of $1,626.50. This shortage was automatically spread over a 12-month period, with an effective date of February 1, 2025. The new monthly payment is $2,722.16. The supporting documents attached highlight LoanCares letters sent to you regarding your insurance and escrow account changes.

As per the most recent escrow analysis dated February 14, 2025, your account has an escrow shortage of $1,355.42. The escrow shortage was spread over a 12-month period. Your new monthly payment will go into effect on April 1,
2025, and the new monthly mortgage payment will be $2,699.57. Your escrow shortage decreased from the previous escrow analysis,which was completed in December 2024, from $1,626.50 to $1,355.42. This is due to the lower premium received from ********************************** on February 17, 2025.

******** confirmed they made contact attempts of March 4 and 10th, 2025 leaving you a voicemail message. Email outreach along with a copy of the resolution letter also sent from LoanCare.

We do apologize for any difficulty the customer encountered while attempting to resolve their concerns.We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact **************** of the customer representative ***** *****. ***** ******* contact number is listed in the LoanCare response letter attached.
Initial Complaint
Date:02/03/2025
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.
Since June 2024, I have made it clear to ******** that I did not intend to and had not hired a contractor for my home repairs. Despite this, ******** has continuously withheld my insurance funds, preventing me from completing my home repairs in a timely manner. Thus causing a mounting number of hardships. Too many to mention. Its unbelievable that at a crisis you would victimize people most of whom never choose to be your clients to begin ******* home has been fully repaired since November 2024, you have a confirmed inspection on your hands. Yet you continue to hold over $49,000+ in insurance proceeds without justification.I am not signing your form, I am not signing away my right to sue you and your employees. There is no lien on my home from any contractor due to construction, and I have no intention of signing away my rights to take legal action against ******** or its employees for the hardship, financial strain, and distress caused by your negligence and abuse of power over the past year. Your handling of my claim, along with the conduct of your customer service representatives, violated my consumer rights, and I fully reserve the right to hold LoanCare accountable if I choose to do so. I have filed complaints with numerous agencies in the past month. I will continue because I am fighting until you change your policy, your process, your procedures and educate your customers service. I demand the immediate release of my insurance funds in full. Any further obstruction or delay will be viewed as willful misconduct. This matter has gone on far too long, and I expect immediate compliance.********* ***** Claim Tracking Number ******** Account Number ********** Breach of Contract Texas Property Code ****** Texas Deceptive Trade Practices Act (DTPA)RESPA ************ Settlement Procedures Act)Unfair Debt Collection Practices Fair Debt Collection Practices Act (FDCPA) or Texas Debt Collection Act (TDCA)
Business Response
Date: 02/25/2025
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern (and/or request) filed by ********* ***** through the BBB. Please accept this as Lakeviews written response to the complaint. Lakeview takes these matters very seriously. Lakeview is a reputable lender and master servicer who will work in good faith to resolve any misunderstandings with a borrower, as we always want to provide excellent customer service.

********************** owns the master servicer rights (MSR) for this loan, however, Lakeview contracts with several different servicers who perform the day-to-day servicing for all our mortgage loans. In this instance, LoanCare is subservicing this loan on Lakeviews behalf. Upon receipt of this complaint, Lakeview started an immediate investigation with the servicer ******** in order to assist with obtaining a resolution for the customer. ********************** apologize for any challenges the customer may have experienced with ********.

LoanCares Summary
Please see LoanCares response letter attached. Note**LoanCares letter dated February 20, 2025, was sent prior to claims check being reissued. An updated email has been sent to the customer.

******** responded to ********* ***** confirming that their insurance claim was reviewed and repairs 100% complete. Initially ******** issued a check on February 11, 2025, made payable to the Estate of ***** T *****. ********* ***** requested the check to be reissued in their name. Copy of letter attached.

******** confirmed that they have since reissued the check made payable to ********* *****, mailed via ***** with delivery date scheduled for February 25, 2025.

We do apologize for any difficulty the customer encountered while attempting to resolve their concerns. We trust this is responsive to the complaint and provides the necessary information for the BBB to review. Should the BBB need anything further, please contact **************** of the customer representative ***** ******** at *****************************, Monday through Friday, 10:00 a.m. to 7:00 p.m. Eastern Time or you are also welcome to contact Lakeview, per my contact information below. We are here to help assist and appreciate the partnership. Thank you.

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