Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lakeview Loan Servicing, LLC

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

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

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

• Initial Complaint

  Date:12/09/2022

  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 was charged/billed for flood insurance that I already had coverage for. And the cost was twice IF I needed it from my own insurance company.I have called MULTIPLE times, have faxed to number they provided as well as one on web page and received confirmation when faxed, have uploaded to their web page and they called the company to request and confirmed.Cannot reach anyone at the ********* must go through main number. At least an hour per call. Continue to be billed and late fees. Has been going on since early October. Fear others are being charged for items they do not need as well.Just spent another 45 minutes on phone and was not able to speak with a lead or manager to resolve this. Can scan in confirmation of fax when I am at work Monday as I am home today.

  Business Response

  Date: 12/20/2022

  Loan Cares summary of events with resolution:
  Customer has a condo (6 units), and,during the yearly review, it was determined that the deductible was too high per guideline. However, additional documentation was submitted by the customer to evidence sufficient coverage. 
  
  The ** (Lender placed) flood policy was flat cancelled and the ** refund in the amount of $2,588.00 was applied towards the customers escrow account on 12/05/22.
  On 12/09/22 the escrow account was analyzed the new mortgage payment (PITI) effective 01-2023 will be $1,379.44.The customers new escrow did increase, but this was due to an increase in taxes.  The shortage of $485.02 was due to the tax increase from $3,811.48 to $4,362.78.
  
  Further confirmation was obtained from the borrowers insurance carrier to provide additional information on 12/15/22.
  The flood line was updated today with coverage amount of $214,333. We have also confirmed the flood gap cycle has been cancelled.
  
  12/19/22- LoanCare spoke to ********************** to discuss the details stated above and she considers her concerns resolved.
  

• Initial Complaint

  Date:12/09/2022

  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 am *********************** realtor with EXP Realty and seller/owner/and mortgagee for the property at **********************************************************. I have attempted to make contact with the "loan assumption department" for the sale of the above property and have sent emails to ************************* no response. The perspective buyer and I have filled out the auto fill link and selected that we would like to be contacted regarding loan assumption and have received no response. We have called ************** per the solicitation from Lakeview ********* and either was connected to someone who could only help us with a refinance, or purchase for a home. After being rerouted and waiting on the phone for hours, the phone would disconnect. The Buyer under contract with my home would like to assume the loan and pay the cash difference. I have sent several emails from gbarnes@glennbarnesrealty, and ************************ concerning this, however I have received no response. When I call the number on the advertisement I am switched over to someone who attempts to get me to refinance the home, or solicits me to allow lakeview to let them handle my purchase. However, I am never connected with anyone who handles the loan assumption. It has been several weeks, and a resolution is needed. Contact attempts began November 21st. It is now December 9th and no one has reached out or emailed us. Someone should have reached out by now. Thank you,***********************-Realtor/owner/mortgagee ************ ************************

  Business Response

  Date: 12/14/2022

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed by realtor ***********************, through the Better Business Bureau (BBB). Lakeview takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.

  We are sincerely sorry to hear of the customers situation. Upon receiving the complaint, we immediately reached out to our assumptions department for assistance. As information our assumptions department is experiencing high call volumes of which we apologize for at this time. The team is working diligently to assist all customers with their application processing. (See attachment)

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home loan was sold to Lakeview in August/September 2022. I attempted to setup bi weekly payments over the course of three months, and paid ahead twice to ensure bi-weekly payment was established. The first time, my initial bank payment did not go through and I was never notified. I noticed no money was being drafted out of my bank account on the 1st of November and called Lakeview. I made a payment, and paid ahead again to ensure December no-weekly payments would take effect. I called today and bi-weekly payments have not yet been setup. This is my fifth time calling and talking to a representative to establish the payments. Best course of action is to sell my mortgage to a more reputable loan servicing company who can assist me with payment setup, and one that works with third party apps ********* ***************** etc). Alternative course of action is to draft December bi-weekly payments with first draft as soon as possible, and the next draft on scheduled mid-month so ******* is paid.

  Business Response

  Date: 12/15/2022

  Summary of events:
   The servicer **************** confirmed the account reflects a request for biweekly Auto-Pay was initiated with an effective date of 10/12/2022. The customer was accurately advised of the information and requirements to set up biweekly Auto-Pay by the agents. Additionally, the Biweekly Auto-Pay Authorization Form was sent to the customer via email on 10/27/2022.
  
  On 10/27/2022, a payment that was posted to the account with an effective date of 10/21/22 was reversed for an invalid bank account number. The servicer **************** confirmed by an ******* Services analyst that NSF letters are not sent to the customer for an invalid account number. The required documentation for the biweekly Auto-Pay request was received effective 11/2/2022. The review was completed and rejected on 11/4/2022, due to the voided check not being fully scanned; and the loan not being prepaid 1-month ahead. On 12/6/2022, the customer was incorrectly advised that an escalated request for biweekly Auto- Pay would be submitted for review and set up. A Customer Relations agent contacted the customer via phone to acknowledge receipt of the complaint and set the expectation that the customer would receive follow up via phone regarding the results of the research. The research confirmed biweekly Auto-pay had not been set up on this account as the account did not meet the biweekly ACH requirements.
  
  Additionally, to date, the servicer *************** has been unable to submit a new request for biweekly Auto-Pay as the account is due for January 01, 2023 and therefore, does not meet the biweekly Auto-Pay requirements of being 1-month prepaid. A Customer Relations agent called the customer to advise of the results of the research; however, was unsuccessful in making contact. An email with the details of the resolution was sent to the customer. **************** confirmed there was no negative credit impact to the customer. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18532776
  
  I am rejecting this response because: I made a payment one month ahead on November 22, which was excluded in the statement to which ***************. Regardless of my payment ahead and confirmation from a representative that day that I had met all criteria, my bi-*************** was still not initiated. 
  

  I made another payment ahead, for the third time, yesterday, and I will close this complaint once my bi-*************** initiates in January. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/30/2022

  **************** received the payment on December 19, 2022; however, ********************** did not include a full scanned copy of the voided check.  An agent explained this to him on 12/23/22, he was informed after the complaint was filed, and he forwarded the required voided check.  The biweekly *** set up was completed on 12/27/22 and a letter is being drafted and will be sent by the *** team to confirm biweekly *** will begin on 1/6/2023.  

• Initial Complaint

  Date:12/01/2022

  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 called MULTIPLE times a day from this company attempting to get my business on a loan since we had our credit report pulled for a mortgage. I have asked them MULTIPLE times to stop calling me and the calls continue

  Business Response

  Date: 12/09/2022

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent concern filed by ***************************, through the Better Business Bureau (BBB). Lakeview takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
  We sincerely apologize for any inconvenience *************************** may have experienced due to solicitations and marketing offers they received. However; Lakeviews marketing team, reviewed their marketing solicitation ************** no records of solicitations being sent out to this customer.
  ********************** will consider this concern resolved based on the actions from our Marketing Team. If you or the customer can provide a copy of the letter they received or have any additional questions regarding this matter, please contact us at ************ Monday through Friday, 8:30 a.m. to 5:30 p.m. Eastern Standard Time.

• Initial Complaint

  Date:12/01/2022

  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.

  Loancare/Lakeview customer support and management are a joke. I made a payment back in November 1st which was cleared by my banking institution on November 4th but Loancare calls me saying they have not received that payment. I have sent them statements over 5 times already IN PDF forms like they asked but still arent satisfied with the proof that is clearly infront of there computer screen I have also sent over confirmation numbers and screenshots even had a 2 way call with a loancare rep and my bank rep to VERIFY that the transaction was paid and funded to lakeview loan services yet loancare again and again again refuse to believe the payment is late, They ask for a transmital form which in **** of America they have no idea what that is when i ask for it and also every associate i speak to in loancare always has sometimes different to say of what they need and every single time i get told its not enough they need more proof, there is nothing else to send for proof ive sent it all 12 page bank statements that clearly shows the transactios cleared. Loancare/lakeview need to get there act together because this is our hard working money this isnt some chump change that can just be waisted and thrown away I need someone in loancare to get this issue fix now not later.

  Business Response

  Date: 12/08/2022

  Sub-servicer advised that a separate complaint had been received. their response is attached 

  Business Response

  Date: 12/08/2022

  the sub-servicing company advised that this was a duplicate complaint. the issue had been reviewed and resolved a few days earlier. customer was advised. the letter sent to the customer is attached

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of selling my home, closing has been delayed because Lakeview is not providing the ***** of ******** documentation for *************************, with Massachusetts ********************* and ********************* ************************* signed an Assignment of Mortgage when my loan was transferred to a different servicer. OKC ********************** has been requesting this documentation for over 10 days now and again this has stalled my closing. I am incurring more costs each day and we need the ***** of ******** documentation as soon as possible. My representative with OKC Abstract is Jaden ********************** ************.

  Business Response

  Date: 12/05/2022

  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 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 include several variables that requires input from various lines of business and the leadership team within M&T Bank.   As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have opened several tickets (Ticket # **********, **********, **********), called several times, and sent several emails to ****************************** which the company socializes online but no longer supports regarding a refund for the duplicate auto-payment for $2,441.03 that I did not authorize or was aware of. On 11/10, I made a one-time payment because (1) my November payment was still due and (2) I did not see any pending payments in my payment history. Friday (11/11), I checked my bank statement and saw the $2,441.03 payment withdrawn from my account. This was a red flag as my one-time payment was for $2,461.03; therefore, I opened a request for a refund. Saturday (11/12), I called to see if my ticket (**********) was received and could be processed. Since it was done incorrectly, I stayed on the phone with the representative to ensure the next ticket (**********) was filed correctly with the needed information. The representative informed me that this ticket was submitted. I also requested for the welcome letter to be sent to me again since if I received this initially, we wouldnt have this churn. At this point, I have submitted a dispute transaction/investigation with ***** Fargo as I have made several attempts (check phone recordings from 11/01 to 11/16) to get a refund from the company as my loan recently transitioned to LakeView Loancare and called multiple times trying to understand how transition would be manage and even stating I do not receive a welcome notification. Being a new customer of ********************** Loancare, it is disappointing that I cannot get a straight answer on (1) if auto-payment was being set up on my behalf and (2) what is required to get my refund accepted as the request form does not say I need to submit a pdf that shows my name and Ticket ********** was done on the phone with a representative. Note image of my inbox showing no recent communication from this establishment regarding my refund status.

  Business Response

  Date: 11/28/2022

  On 11/22/2022 Office of the customer *************************** spoke to ****************** and acknowledged that she was not given proper notice of the auto draft before she scheduled a one-time payment,causing the double payment. In Addition, the duplicate payments made from her bank account was discussed and she confirmed that one payment was returned to her bank account on 11/21/22. ****************** confirmed that she had her bank re-call the payment, due to the delay from the servicer LoanCare in refunding the payment. ****************** was advised that she was not charged any fees due to the reversal and that her account was still under RESPA protection, so there was no derogatory credit reporting.  The customer had no further concerns. 

• Initial Complaint

  Date:11/10/2022

  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 am so disappointed and stressed out due to the non-communication with Lakeview Loan Servicing. We have called Lakeview numerous times and got the runaround. We also tried emailing and get no response. This is unacceptable. Last April we checked into having our daughter assume the assumable loan, but it did not work out. We are now selling our house and the buyer would like to assume our loan. I have emailed ******************* 4 times and the loan assumption department 2 times and have not received any responses within the last week. In each email, I have expressed the urgency as we are closing on our new home in early December. Every time I call Lakeview Loan Servicing I can never talk to a real person, I have to leave my number, and only once did someone return my call (11/4) to not be able to help us, but she did say she would pass it on to her supervisor who we never heard from. Our real estate agent, ***********************, has also called and left messages and has emailed ******************* to not get a response. When she does talk with someone they tell her they will pass it on to their supervisor or loan assumption department and she never hears back from anyone. Who can help us with having our buyer assume our loan ASAP?

  Business Response

  Date: 11/15/2022

  We are sincerely sorry to hear of the customers situation. Upon receiving the customers complaint, we immediately reached out to our assumptions department for assistance. As information our assumptions department is experiencing high volumes of which we apologize for at this time. The team is working diligently to assist all customers with their application processing.

  Lakeview will consider this concern resolved based on both the responses from our assumptions department and an email received from the customer on 11/14/2022 that they have been contacted and provided with the necessary instructions.

  Customer Answer

  Date: 11/20/2022

   
  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:11/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan Number: ********** have an error on my monthly escrow and needs to be reimbursed for all the extra money you charged me.Im a permanent disable Veteran therefore my property taxes are exempt and need to pay only $1840.72 a year. My home insurance is $3824 a year which is a total of $5664.72 between tax and insurance, divided by 12 months it equals $472.06 ,yet youre taking a $1,105.93 monthly towards escrow. Thats an extra $633.87 thats they are taking a month.Ive called about this issue but the person in customer service transferred me to another department who didnt answer.This is a lot of money for a disable person and Im willing to take this to a Wounded Warior lawyer if I dont get an immediate response.I need my money back for the difference immediately and also adjust my monthly payment to the correct amount.My email is ************************* Thank you.

  Business Response

  Date: 11/21/2022

  In ******************** tax lines have always been correct, as the tax documents reflect.  The customers homeowners policy non-renewed effective 01/08/22, when replacement coverage was not received the loan servicer initiated for lender placed cycle.  The customer obtained a new policy for the term 02/17/22-02/17/23. The ************** was updated and the premium amount of $3,773.00 was disbursed and sent overnight. 
  
  There was no LoanCare error with the voluntary policy being non-Renewed and the lender placed lapse premium being issued on the loan for the term 01/08/22-02/17/22 due to there was no active coverage in place. The customer did not obtain a replacement policy until 02/17/22, which had a much higher premium (old premium was $1.926.35 and new premium is $3,968.00 that was reduced to $3,824.00).

• Initial Complaint

  Date:11/03/2022

  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.

  They are using the forebearance plans and federal laws for Covid 19 against people that are struggling. My forebearance was only supposed to last from May 2021 to August 2021 and it's now November 2022 and they still will not help me! They keep promising me documents that they don't send, when they do send documents they are the wrong set with so many errors it's ridiculous, then after asking them to correct them they would wait so long that I would run out of time, then act like it was my fault I didn't return the document. They refuse to take my ex husband's name off on my loan even though I've given all the required documents to remove him. They then put my home in foreclosure, and apologized saying it should've never been in foreclosure since it was their fault but are still requiring me to pay all the foreclosure costs and attorneys fees. I'm still waiting for them to correct my paperwork and I know if they ever do they'll find a reason why it's not valid or out of time. Please don't trust this company. They also refused to let me make payments until they get me paperwork, and now I'm so far behind they are telling I'm going to lose my house because eof their negligence this was definitely their plan all along.

  Business Response

  Date: 11/18/2022

  Customer satisfied with action offered but has elected to payoff the loan balance.