Complaints

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

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  Lakeview Loan Servicing, LLC

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

• 

  Lakeview Loan Servicing

  5151 Corporate Drive Troy, MI 48098

• 

  Lakeview Loan Servicing LLC

  100 E Business Way Suite 310 A Cincinnati, OH 45241

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:11/01/2022

  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.

  What happened We received a letter from Lakeview Loan Servicing LLC informing us that a security incident occurred through a third party that services our loan. The later was sent Sept 27, 2022. This breach occurred from Oct, 27, 2021 to Dec 7 2021 . The third party was Lakewood loan . The information that was breached was social security number and a name. There may have been other loan information leaked. When I called to inquire what if any other information was released, I was told they did not know.; therefore I have to go under the assumption that my information was breached. I then asked why the letter was sent out a full year after the breach. I was told that the letter was sent as soon as they were notified. They offered identity monitoring for credit monitoring fraud consultation, and Idenity theft restoration. They included a website and membership number to enroll. They also included other steps you can take such as fraud alerts for banking , and credit bureaus or credit freezes at all three bureaus.. The rep from Lakeview Loan servicing told me that the third party servicing the loan was Lakeview Loan. So they knew the breach occurred one full year before we were notified. The dog is chasing it,s tail here. Their own company subservice knew but did not notify the parent company? I find this very hard to believe. I feel that these notices were woefully and neglectfully derilic in their duties in respect to the servicing of our loan. Even if they were not sure whose information was leaked they should have notified all customers that they may have been subject to this breach. T his is the only notice we received.. I have placed alerts on our banking accounts and already have ID protection. I also think that a years protection is insufficient. Fraudsters could have been selling our information on the dark web for over a year now. And we know that it could take another 3 or 5 years before our information is used.. I really feel that they mishandled this.

  Business Response

  Date: 11/02/2022

  Lakeview takes all matters very seriously regarding our customers information.  We understand your concerns.  Kindly see our written response attached.  Please know you are always welcome to reach out to Lakeviews Issue Resolutions team directly should you have any further questions. We are here to assist.  Thank you for being a valued customer.

• Initial Complaint

  Date:10/23/2022

  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 requested a deferment package to apply to my mortgage in early September. On the day it was requested I was told I would receive paperwork via ***** within that week. It was never received and I called the company about 3 weeks later to inquire about my paperwork to which they said they would request a mobile notary (1st call). My second call the next week (or week after), the agent stated that theyre still waiting on the mobile notary person to contact them back (************). 1.5 weeks later, I answered a call from LoanCare in which the agent asked me if I had gotten my deferment package signed, to which I replied no, yall are working on a mobile notary appointment for me. The agent replied that I had to call ************ and request an appointment. I did so on 10/13, left a voicemail and heard nothing in return. Called again this evening, left another voicemail. I dont understand why the first two agents couldnt have given me the number to resolve this myself or why they cant resend the documents via certified mail or ***** so I can take care of it with my own notary. Im 8 weeks into this now and its causing so much stress.

  Business Response

  Date: 11/01/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans. In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  

  We are sincerely sorry to hear of the customers situation. Please see the servicer LoanCares summary and resolution attached.

  Lakeview will consider this concern resolved based on the actions from the servicer LoanCare.
  We are here to help assist, thank you.

  Customer Answer

  Date: 11/03/2022

   
  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:10/12/2022

  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 purchased my home through Lakeview June 2020. Since then I have had multiple issues with there services.I contacted them in December to because I was not happy with their services and was trying to refinance to another company. The reason was bc there refused to correct the amount of my mortgage after my homestead and veteran disability tax exempt was approved. I sent them proof multiple times. I had I also lost my protected statues job I had due to COVID. The company pulled their lease bc we could not do our job from home. It is almost impossible to replace a job that will work with me based on the requirements the V.A disability and my disabilities. I had to file for SSDI. There is no time frame it can be completed. In the interim I have been renting out a room to make ends meet but I don't get a monthly paycheck. Anyways this was all communicated over many calls. In February forbearance was ending and also I was denied refinance bc of mortgage rates.I called Loancare to see what my options were. The tech said I qualified for a mortgage modification, submitted the paperwork. They said 30 days. It took a month to even get the paperwork in . I sent in the same paperwork to all three of the options. By time that happened, they said that they had start it all over again. I got several reasons why. 1. Because it took to long 2. My loan servicer denied me 3. No one ever sent paperwork to the V.A. I have to fill out yet another packet and they put me on another deferment. This time it took 60 plus days to make a decision to deny me for the loan mod. NO AJUSTED MORTGAGE AMOUNT w/o taxes. This is end of July 2022. I contacted my V.A rep to get some enrollment bc I feel like it is turning predatory. I tried to bring my rep I to all communications with the loan company .nothing.Filled out yet another packet requesting a payment plan with the right amount due. Approved 09/14. Statement today saying I owe ****** due by November 9th 2022. No options.

  Business Response

  Date: 10/21/2022

  The Non-Approval Letter dated October 12th, 2022 includes the reason for the non-eligibility for the following *********************** programs:
  Repayment Plan
  Deficit of surplus income to support payments.
  Unemployment forbearance
  Proof of unemployment required.
  Traditional Modification Trial
  Deficit of surplus income to support payments.
  VA Affordable Mod
  The required post-modification principal and interest mortgage payment would not be affordable
  Based on your verified income.
  Office of the Customer at LoanCare made attempts to reach ********** via telephone on 10/19/22 and 10/21/22 but were unsuccessful. An email was sent on 10/18/22 with the contact information to reach the Senior Client *********************************** to assist in answering any further questions or concerns. We encourage ********** to reach out to Office of the Customer to help assist with the hardship assistance workout.

• Initial Complaint

  Date:10/10/2022

  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 had a mortgage that was sold to Lakeview Loan Servicing. In July 2022, I sold my house and the mortgage was paid in full, with a balance leftover in the escrow account. Though I have called multiple times and requested the check to be reissued, I still have not received the refund as of October 2022, with no estimated resolution timeframe.I am currently in the process of an expedited check reissue, and have been given different timeframes for response each time I call. Most recently I was told that it has not been assigned to a case manager, and hopefully it would be assigned by the end of next week.I have not received any written or email correspondence, and have to call each time to explain the issue.

  Business Response

  Date: 10/18/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans.  In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  
  We are sincerely sorry to hear of the customers situation.  Please see the servicer LoanCares response letter attached response, clarifying further details, along with a summary and resolution shown below.
  
  LoanCares Summary and Resolution:
  LoanCare research confirmed that contact was made with *************************** and an escrow refund check in the amount $2,074.11 was sent to the borrower. However, this check was not delivered due to the borrower not updating his new address after his property was sold in August. 
  
  During the conversation with LoanCare, the borrowers address was updated to ****************************************************************************** **  *****. A new check was reissued on 10/14/2022 and sent overnight. LoanCare advised borrower of the tracking and check number, he agreed with this resolution.
  
  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 ******************* at LoanCare escalations team at ***********************,Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.
  
  We are here to help assist, thank you.  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18193592
  
  I am rejecting this response because:

  While I do consider the matter resolved, I do not agree with the timeline and details in the response.  Per my initial complaint, I had to request the check to be reissued multiple times, with little information provided. Once the BBB complaint was filed, this matter was resolved in a timely fashion.  

  Thank you for your assistance in this matter!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  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.

  Paid $150 for a BPO to assess removal of ***. If you try to call them, the message is try to call back when we are not so busy but thy message plays all day. If you are lucky enough to speak to someone, they will give you a false hope answer and then no one follows through. Now when I call and try to select the *** option, it hangs up on me. I have filled out a contact request online and no one replies. I contacted someone at loancare corporate compliance who said she was escalating the issue and I should hear from someone in 1-2 days its been 5 days. So essentially they have stolen $150 from me. It is on my statement as 150 BPO so it is documented. They are probably trying to push out this BPO far enough so that they do not have to remove my ***. I simply would like my BPO completed and for ANYONE to follow-up.

  Business Response

  Date: 10/11/2022

  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. ********************** is the owner of the *** (mortgage servicing rights) to this loan and contracts with various servicers who perform the day-to-day servicing of our mortgage loans.  In this instance, LoanCare, LLC (LC) is servicing this (VA) loan on behalf of Lakeview.
  
  We are sincerely sorry to hear of the customers situation.  Please see the servicer LoanCares response letter attached response, clarifying further details, along with a summary and resolution shown below.
  
  LoanCares Summary and Resolution:
  LoanCare research confirmed that contact was made with ****************** and her ************************** (PMI) concern was addressed. ****************** was also made aware of the required investor guidelines including loan to value needed to complete her request. McBrides current LTV is currently 93.5%.  LoanCare also confirmed with ****************** that her loan seasoning requirements will meet the 24 months of payment history once her December 2022 payment is made.  
  
  ***************** requested that LoanCare to hold her Brokers Price Opinion (BPO) fee of $150.00 to be used when her loan is eligible for another review of her ************************** (PMI) removal.  ***** from LoanCare advised ****************** that these funds may be applied toward her principal reduction and within 60 days reversed and reapplied to the Brokers Price Opinion (BPO) fee, of which she agreed. 
  
  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 *************************** at LoanCare escalations team at ***********************, Monday through Friday, 8:00 a.m. to 6:00 p.m. **************** Time.
  
  We are here to help assist, thank you.  

• Initial Complaint

  Date:10/07/2022

  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.

  Lakeview attempted to preform an internal audit of our loan. They used there internal company Bayview Loans LLC. The person that prpeformed the audit sent documents with social security numbers via unsecuried mail exposed(standard ***** no tracking or reciept confimation). The cover letter that was exposed thru the mailer's window showed this information. (exact information withheld for security)Social Security Lakeview Loan Servicing, LLC RE:(LAST NAME) ( FULL SOCIAL SECURITY NUMBER)We recieved this envelope October 4th. The post date is August 16th. We have already locked down our credit, but the company refuses to acknowledge the mistake or provide compensation for the expenses we must incure to protect from identity thieft risk created by thier gross negligence of private information.

  Business Response

  Date: 10/18/2022

  Tell us why here...Lakeview Loan Servicing, LLC response with details of resolution:
  
  After concluding our investigation, we were able to identify that one of our employees from the **************************** did not follow our current process in place for the mailing of reverifications to the *******************************  We are sorry that this incident occurred. We have made our human resources department and Lakeview leadership aware of the occurrence for proper handling.
  
  Lakeview Loan Servicing. LLC has agreed to reimburse the customer with a one-year subscription of credit monitoring with a company of the customers choosing. We will initiate the reimbursement process, as soon as the customer submits a copy of the paid receipt. Please send us a copy of the receipt via email at *****************************************.
  

• Initial Complaint

  Date:10/05/2022

  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 got a letter today from Lakeview Loan Servicing, LLC concerning a data breach in their systems. They informed me this occurred between oct 27, 2021 to December 7, 2021. They then told me in the letter that on september 20, 2022 that the information accessed had my information included, including my ss number and my name. Also, between this time period is when I had my mortgage transferred over to this company. Whenever I sold my home to have the mortgage paid off through a lawfirm, the law firm even told me that they were showing a 0 balance on the mortgage and that it somehow got paid off before i sold my home in august of 2022. I believe something fishy is going on with this company. I would like to see if I can recover my funds from this company or if it is possible to seek out a lawyer to recover the funds from which the house was sold back in august of this year.

  Business Response

  Date: 10/17/2022

  Prior to refinancing with Lakeview ****************** LLC on 11/08/2021, there was an open lien in the amount of $121,250.00 that was paid at closing, please refer to page 3 of the Closing Disclosure. The payoff funds to M&T Bank for account ending in ***** would result in the issuance of the Satisfaction of Security Instrument and the release of lien for the
  original amount of $121,250.00 recorded on 04/2017. Please note these were two separate liens and both have been paid in full. 10/12/2022- Lakeview Loan Servicing LLC, Issue Resolutions Team lead *************************** communicated with ************** via email regarding his concerns, as he filed double complaints with the **** and the BBB. He was advised to reach out to a representative from ********************* who handled his most current sale, they should be able to follow the path of the previously recorded deed releases and compare the two different book and page #s and the two different original loan amounts. Hopefully the title examiner is able to explain what lien they were referencing and provide ************** with closure.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18171792
  
  I am rejecting this response because: they are avoiding the entire complaint issue with how my data was stolen from their systems, and how they waited an entire year almost to inform me of a data breach in their systems. it is not about when the lien or loans were paid off etc. it is about how me as a veteran had my info stolen. now thanks to them, lenders can not access my equifax credit score when i apply for a home loan because i had to put in a fraud alert and now since i kept checking my credit so many times to make sure no one was accessing it, mortgage lenders cant pull it and now someone is fling disputes in my name to have information changed on my credit file. i wanted a full refund of the mortgage that was paid to them in august of this year. i will not join their credit monitoring service because i already have credit monitoring and i was with true id credit monitoring
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/25/2022

  As noted in the notification letters, Lakeview has engaged a third-party company, *****, with credit monitoring experience to provide identity monitoring services for all of its customers.  This does not mean that financial fraud or identity theft has or will occur.  The steps and instructions for enrollment of this complimentary identity monitoring service with ***** are outlined within the customers notification letter.  ***** is a reputable company, which we have also utilized in the past for these ******************* services, as well as other services.  On the third page of the notice letter, we provided additional information regarding good protective practices with the three bureaus so that customers can actively monitor their information through reviews of their credit reports, credit cards, banking or other financial statements for any unauthorized activity such as credit monitoring fraud alerts, as well as the ability to add on a security freeze.
  
  In response to your concerns regarding the delayed notification, since the notifications were sent out in batches, some took more time to research and confirm the contact information for some customers.  Lakeview Loan Servicing, LLC is offering 12 months of complimentary identify monitoring services through *****. Lakeview is not offering any additional compensation

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18171792
  
  I am rejecting this response because: the company did not address my concerns. they are referencing the loan was paid off this year etc. that is not the issue. the issue is my data was stolen and now someone tried to apply for mortgage in my name recently. and it is ruining my chances of getting a home
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/10/2022

  Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent BBB rebuttal filed by ********************* stating he rejects Lakeviews previous responses stating we have not addressed his concerns.   **************, we do regret to hear of your experience.  If someone tried to apply for a mortgage in your name, please do contact the credit monitoring service provider as they may be able to provide additional assistance with this.  You are also welcome to provide Lakeview with all documented evidence for this occurrence, as well.
  

• Initial Complaint

  Date:10/04/2022

  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.

  My first mortgage was held by Lakeview (via Loancare). I refinanced in 2021 and my loan was paid off. In approximately March/April of 2022 I received a letter from Lakeview notifying me that a data breach occurred on their servers between Oct-Dec. of 2021. I was informed that based on the review by their forensic accountant, my personal information including my Social Security number, had been compromised and obtained by a 3rd party. The letter informed that a police report was filed by Lakeview regarding the matter. The letter also explains that Lakeview had hired ***** Monitoring and would offer a free 1 year membership through ***** monitoring. There was also a phone number provided that could be called for more information regarding "the incident" (which is what they call it). I called the phone number in April of 2022. I stated that I wanted a copy of the police report that was filed. I also stated I was not satisfied with the offer of 1 year of credit monitoring- when there was a data breach with Equifax, even though my SSN was not released, they offered me 3 years of free credit monitoring with Experian. I was told when I call in April that my request would be elevated for a supervisor to call me back. I did follow-up at one point I believe in April or May. No one ever called back. Yesterday I was notified by Experian that my SSN has appeared on the dark web. The only time my SSN has ever been disclosed to someone with seemingly nefarious intentions is by Lakeview. I called the number from the letter again yesterday and made another request for the police report. I was again told they would elevate my request to get me a call back. I pointed out I never received a call back in April. They told me that is because the supervisors may just not have gotten to it yet. I then decided to call the Lakeview main line to make a complaint but there is no method to do so. I will upload the letter, which is at home, later to supplement the complaint.

  Business Response

  Date: 10/06/2022

  Lakeview takes all matters very seriously regarding our customers information.  We understand your concerns.  Kindly see our written response attached.  Please know you are always welcome to reach out to Lakeviews Issue Resolutions team directly should you have any further questions. We are here to assist.  Thank you for being a valued customer.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18167196
  
  I am rejecting this response because:

  Since it was not reported to police then I would like the name of the Federal law enforcement agency that it was reported to so I can contact them and complete an open records request.  
  

  The response says that it is not to indicate financial fraud or identity theft has occurred or will occur. I am telling you that my Experian credit monitoring (which I got for free for 3 years after equifax released my name and email/phone number, the 3 free years was a part of their effort to make amends for their error) has alerted me that my SSN is now on the dark web. Lake view is the only time Ive ever been notified my SSN has been released. Dont you think this is relevant information for your investigation? Considering it is very likely the reason my SSN is on the dark web is a result of the Lakeview data breach it seems to be relevant info.  
  

  I think 1 year monitoring is a slap in the face. That is highly sensitive information. Equivalent didnt even reveal my SSN and I got 3 years monitoring for free. Lakeviews response is not sufficient to address the harm done.

   

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/12/2022

  Lakeview takes all matters very seriously regarding our customers information.  We understand your concerns.  Kindly see our written response attached.  Please know you are always welcome to reach out to Lakeviews Issue Resolutions team directly should you have any further questions.  We are here to assist.  Thank you for being a valued customer.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18167196
  
  I am rejecting this response because:

  At the time of the equifax data breach you could enter your name/info online and it would tell you how much of your information had been disclosed.  My SSN was not disclosed by that data breach.

  I am an attorney.  The name of the law enforcement agency investigating the situation in which my SSN was disclosed to an unknown party is information I am entitled to know as a victim.  The name of a law enforcement agency conducting an investigation is never confidential.  The reports may be confidential, but the name of the agency conducting the investigation is not and I have the right to make an open records request of that agency.  It is then for the agency to deny the request.  By not sharing the information on the agency conducting the investigation it makes it appear as though this matter was not actually reported by Lakeview and no investigation is occurring.   I would like to know the name, please.  I will contact the CO AGa office as well to as that they advocate on my behalf in obtaining that information.  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2022

  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.

  Thursday 9/28 we got a call saying they didnt receive our payment for September. We called them and told them that was not correct on 9/2, we called and made a payment because for some reason we couldnt make one online. When I called the lady told me that we only needed to pay 183 due to a partial amount on our account that was just sitting there. I explained to her that we are going through a loss mitigation/refinance and ask if that would mess anything up. She said no, and explained that it would just be money that will go to escrow if money isnt applied to it to make a full payment. So I then got excited and proceeded on and paid the ****** amount. Now they are telling me that I was given the wrong information and now I immediately owe over ******. I keep telling them what happened and ask for them to work with me and no one is offering a resolution to a problem we didnt create.

  Business Response

  Date: 10/19/2022

  LoanCares records show that as of 9/1/22, the payment due date was 4/1/22.  The review performed by Loancare, determined that due to the active loss mitigation claim, three trial payments were required in advance of completing the loan modification. By deducting the credit balance and requesting the difference, LoanCare acknowledges that you were provided inaccurate information when you were instructed to send in an amount that was less than the full trial payment amount needed as NO PAYMENTSwould be applied until 3 FULL trial payments were received.
  
  Shortly after the funds were received on 9/2/22 ($183.14), LoanCare was in process of removing all transactions and information related to the loan modification as they received confirmation that you had been approved for *** assistance. After removing the modification requirement and in anticipation of receiving the *** funds, the loan status reflected as delinquent for a short period and additional funds were requested to meet that obligation.
  
  The *** funds were received and applied to your account on 10/5/2022. Our records show your next payment due date is 12/01/2022. 

• Initial Complaint

  Date:09/11/2022

  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 loan was currently through lakeview loan care and I applied for an assumption to change the co-signers in my loan. They told me the process was completely back in March of 2022 and I should be getting my new to tile in the mail. I paid a lot of money to get this processed done and I found out on 9/2/2022 that my title that my county rejected the title on 4/20. This company proceeded to tell me that everything was fine each month I messaged them asking them what kind of timeline I should expect my title and now when I reach out to them to find out why they never told me it was denied and what the next steps are they dont message me back at all.

  Business Response

  Date: 09/22/2022

  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 Assumption leadership team at Lakeview.   As such, we respectfully request some additional time.  We will update the BBB and the borrower as soon as possible.